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TitleCR700 en Col92 Decry
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Table of Contents
                            toc
	Icons in Body Text
	Overview of CRM Service
		Lesson:
			Service Order Management
			Account Self-Service
				Exercise 1: Starting the CRM WebClient UI
	Installed Base Management and Objects
		Lesson:
			Installed Base
			Counters
			Warranties
				Exercise 2: Installed Base Maintenance
		Lesson:
			Objects
			Defining customer-specific Objects
				Exercise 3: Objects
		Lesson:
			Equipment Download
			Setting up Equipment Download
			Download of Functional Locations
				Exercise 4: Equipment Download
	Service Agreements and Service Contracts
		Lesson:
			Exercise 5: Service Agreements
		Lesson:
			Service Contract Basics
			Service Contract Determination
			Billing and Controlling Integration
			Additional Functions for Service Contracts
				Exercise 6: Service Contracts
				Exercise 7: Service Contract Billing
	Service Plans
		Lesson:
		Lesson:
			Service Plan Simulation
				Exercise 8: Creating a Service Plan
	Service Order Management
		Lesson:
			Service Order Basics
			Additional Service Order Functions
			Determinations and Checks
			Package Quotations
			ERP Integration of Service Orders
				Exercise 9: Service Order
		Lesson:
			Exercise 10: Resource Planning
		Lesson:
			Service Confirmation Basics
			Follow-up Processing
			ERP Integration of Service Confirmations
				Exercise 11: Service Confirmation
		Lesson:
		Lesson:
			Exercise 12: Billing
		Lesson:
			Costs and revenues are assigned directly to a profitability segm
			Controlling by service order or by service contract
			Planned Costs and Revenues
			Controlling by service order or by service confirmation
				Exercise 13: Optional Exercise: ERP Integration
	Complaints and Returns
		Lesson:
			The customer calls the service organization to complain about a
			RMA required for processing returns
				Exercise 14: Complaints Processing and Customizing
		Lesson:
			Exercise 15: Complaints Customizing
	In-House Repair
		Lesson:
			Exercise 16: In-House Repair Processing
		Lesson:
			Create Send in Repairs
				Exercise 17: In-House Repair Customizing
	Warranty Claims
		Lesson:
			Header Data
			Check and maintain warranty claim items during the negotiation b
				Exercise 18: Warranty Claim Processing
		Lesson:
	IT Service Management
		Lesson:
			Overview of IT Service Management
				Exercise 19: General Questions about IT Service Management
		Lesson:
			Service Request and CRM Master Request
			Incidents and Problems
				Exercise 20: Incidents and Problems
		Lesson:
			Knowledge Management
			Request for Change
				Exercise 21: Knowledge Article Creation
		Lesson:
			IT Items
			Solution Manager Integration
                        
Document Text Contents
Page 1

CR700
CRM Service

SAP CRM

Date

Training Center

Instructors

Education Website

Participant Handbook
Course Version: 92
Course Duration: 5 Days
Material Number: 50093317

An SAP course - use it to learn, reference it for work

Page 2

Copyright

Copyright © 2009 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose
without the express permission of SAP AG. The information contained herein may be changed
without prior notice.

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g200962903830

Page 235

CR700 Lesson: Service Confirmation

It is possible to include installation information using the assignment block
Reference Objects.

From the service confirmation it is possible to automatically trigger the
warranty start (of an Object).

Figure 106: Confirmation - Service Part

Service part items can be used to confirm consumed parts (spare parts).

You can enter serial numbers for service parts in service confirmations and update
inventory management in SAP Enterprise Resource Planning (SAP ERP). The
system validates the serial numbers that you enter.

The field Serial No. Processing within a product master indicates whether serial
numbers are relevant for a certain product, and how a serial number created in a
document should be validated.

Caution: The set type CRM_SERIALNUM has to be assigned to an
appropriate product category. Without this assignment, the Serial No.
Processing field is not ready for input.

In standard the field Serial No. Processing is a hidden field. Use UI Configuration
to display this field in the CRM WebClient UI application.

There are different serial number validation options available:

0 � Default value
1 � Entries possible, but no check against master data
2 � Check object in CRM
3 � Check object and serial number in CRM
4 � Check for serial number in SAP ERP

2009 © 2009 SAP AG. All rights reserved. 219

Page 236

Unit 5: Service Order Management CR700

For service parts in service confirmations in the CRM WebClient UI, you can
enter serial numbers manually. In the general data for the service part item, the
Serial Number field is available for this purpose. If the quantity you entered for a
service part is greater than one, you can enter other serial numbers in the Reference
Objects assignment block by using Edit List.

You maintain the serial numbers exclusively in SAP ERP.

Figure 107: Confirmation - Expense Item

Figure 108: Confirmation - Tool Item

It is possible to include tool items into service confirmations. An item category for
tool items, SVCT, is available in standard customizing.

220 © 2009 SAP AG. All rights reserved. 2009

Page 470

Index CR700

S
Serial Number Integration
Complaints, 293

Serial Numbers in
Confirmation, 220

Service Arragement, 187
Service Confirmation, 218
Service Contract, 80
Service Contract Billing, 93
Service Contract Template, 96
Service Interval Template,
128

Service Level Agreement, 80
Service Plan, 124

Service Plan Product, 128
Service Profile, 83
Service Request, 403
Shared Service Center, 394
Single-Object Controlling,
260

SLA Determination, 84, 406
U
Unlocking of Incidents, 408
W
Warranty, 26
Warranty Assignment, 27

444 © 2009 SAP AG. All rights reserved. 2009

Page 471

Feedback
SAP AG has made every effort in the preparation of this course to ensure the
accuracy and completeness of the materials. If you have any corrections or
suggestions for improvement, please record them in the appropriate place in the
course evaluation.

2009 © 2009 SAP AG. All rights reserved. 445

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