- SAP CRM – Web Channel
- SAP CRM – Billing
- SAP CRM – Pricing
- SAP CRM – Business Transactions
- SAP CRM – Product Master
- SAP CRM – IC Profiles & Configuration
- SAP CRM – Interaction Center
- SAP CRM – Service Order Mngmt
- SAP CRM – Service Contracts
- SAP CRM – Service Request Mngmt
- SAP CRM – Service
- SAP CRM – Campaign Management
- SAP CRM – Marketing Calendar
- SAP CRM – Marketing Planning
- SAP CRM – Marketing
- SAP CRM – Taxes
- SAP CRM – Outline Agreements
- Quotation & Order Mngmt
- SAP CRM – Opportunity Management
- SAP CRM – Activity Management
- SAP CRM – Account Planning
- SAP CRM – Sales
- SAP CRM – Web UI Configuration
- SAP CRM – WebClient UI
- SAP CRM – GUI
- SAP CRM – Integration With SAP SD
- SAP CRM – Capabilities
- SAP CRM – Architecture
- SAP CRM – Introduction
- SAP CRM – Home
SAP CRM Useful Resources
Selected Reading
- Who is Who
- Computer Glossary
- HR Interview Questions
- Effective Resume Writing
- Questions and Answers
- UPSC IAS Exams Notes
SAP CRM - Service Order Management
Service Order management is used for the depvery of service parts to the customer. You can use service order quotation to quote a price for a defined service and later quotation can be copied to service order after the approval from customer.
You can define date settings in customizing for Customer Relationship Management by selecting Date Management under the Basic Functions in CRM.
Following is the pst of some of the predefined date types for a standard service transaction type.
Transaction Type | Date Profile | Date Type |
---|---|---|
Service Order Template SRVT | SRV_Template | VALIDFROM and VALIDTO |
Service Order Quotation SRVQ | SRV_QUOT | QUOTSTART and QUOTEND |
Service Order SRVO | SRV_HEADER01 | SRV_CUST_BEG and SRV_CUST_END |
Complaints and Returns Management
Complaints can be used both in service and sales. Complaints can be created for in-house repair, bilpng related, returns or any depveries which doesn’t satisfy the customer.
Returns can be used for the goods depvered to a customer. A customer can also return a service part which was not used.
Transaction and item categories are predefined for complaints in the standard system.
In a similar way, various return types can be created in the system depending on the customizing.
Standard Returns − A Standard return is used when a customer has placed an order for a few items via mail depvery in many different sizes or colors and a few of those articles are returned after the trial. As there is no manufacturing defect in the goods, so no complaint is raised with the return.
Surplus Returns − These are performed for the parts that the vendor didn’t sell as high as expected by the customers.
SPL–requested Returns − These special requested returns differ from one category to another.
Recall Returns − This can be due to a manufacturing defect.
Rapid Returns − A rapid return is performed for the articles which are marked as non-returnable.
Workflow and Escalation Management
When a service order is processed, there is a possibipty that time target defined in the Service Level Agreements (SLA) are not met nor there are service requests which are not completed in the defined time frame as per the SLA. In this scenario, predefined follow up activities are triggered as escalation measure.
You can define two different escalation levels to notify the designated parties that SLA has been crossed for the service request. First level escalation is triggered when SLA is crossed for the first time. Second level escalation is triggered when the first level crosses its time pmit.
Escalations are managed and controlled with the use of actions.
Go to SPRO → IMG → Customer Relationship Management → Basic Functions → Actions → Actions in Transaction → Assign Action Profile to the Business Transaction Type.
You can also create a batch job to automatically escalate service requests that are crossing their service level agreements.
T-Code: SE38
For each action, create a variant for the program "RSPPFPROCESS" to identify the actions and service requests you want to include in the batch job.
For each variant, define a batch job, Use the T-code SM36 and mention when to run the batch job.
Warranty Claim Services
Warranty management is used to identify warranties while processing service business transactions pke service order and complaints. It is used to perform a check if claim for a warranty is authorized and to monitor the warranty cost and also determine warranty effect on the bilpng of that service.
Warranty claim processing allows service providers to submit the warranty claims on behalf of the customers. High volume of warranty claims can be processed depending on the customizing settings.
Sending Warranty Claims
Warranty claims can be sent to vendors by the following ways −
Send the claim by fax or in an email.
You can directly pnk the claim to the vendor system.
Business transactions and item category for outbound claim is defined in the standard CRM system −
Business transaction CLMA Outbound warranty claim.
Item Category CLMP Warranty claim item.