CR700
CRM Service
SAP CRM Date Training Center Instructors Education WebsiteParticipant Handbook
Course Version: 92Course Duration: 5 Days Material Number: 50093317
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This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study.
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Course Overview ... vii
Course Goals ...vii
Course Objectives ...vii
Unit 1: Overview of CRM Service ... 1
Overview of CRM Service ...2
Unit 2: Installed Base Management and Objects ... 17
Installed Base Management ... 18
Objects ... 38
Data Exchange of Technical Objects ... 51
Unit 3: Service Agreements and Service Contracts ... 69
Service Agreements ... 70
Service Contracts ... 79
Unit 4: Service Plans ... 123
Service Plans ...124
Service Plan Simulation...134
Unit 5: Service Order Management ... 149
Service Order...151
Resource Planning...184
Service Confirmation ...217
Amount Allocation...240
Service Billing ...246
Service Controlling Integration ...258
Unit 6: Complaints and Returns ... 285
Complaints and Returns Processing ...286
Warranty Claims Customizing ...388 Unit 9: IT Service Management ... 393 IT Service Management Overview...394 Service Requests, Master Requests, Incidents and Problems 402 Knowledge Article and Request for Change ...417 Additional Topics in IT Service Management...429 Index ... 443
This course introduces standard CRM service processes and functions. Both the application and the configuration of CRM Service features will be introduced in this course.
Target Audience
This course is intended for the following audiences:
• Customers, partners and SAP consultants involved in a SAP CRM Service or related project
• Customers and partners who want to get a detailed knowledge of CRM Service features and functions.
Course Prerequisites
Required Knowledge
• This course requires knowledge of CRM Customizing fundamentals (course CR100)
Recommended Knowledge
• Courses CR580 to gain knowledge of how to configure the User Interface • Course CR410 to gain knowledge of Interaction Center functions.
Course Goals
This course will prepare you to:
• Gain a deeper knowledge of the general CRM Service functions.
Note: The course will NOT focus on Field Applications, CRM Web
Channel, CRM Interaction Center functionality.
Course Objectives
• Explain and set up different complaint documents like Complaint, Return, In-House Repair and Warranty Claim
Unit 1
Overview of CRM Service
Unit Overview
Unit Objectives
After completing this unit, you will be able to: • Present an overview of CRM Service
• Describe the different CRM Channels and how they are linked to CRM Service.
Unit Contents
Lesson: Overview of CRM Service ...2 Exercise 1: Starting the CRM WebClient UI ...9
Lesson: Overview of CRM Service
Lesson Overview
This lesson gives a brief overview of CRM Service functions within the context of the SAP CRM solution.
Lesson Objectives
After completing this lesson, you will be able to: • Present an overview of CRM Service
• Describe the different CRM Channels and how they are linked to CRM Service.
Business Example
Your enterprise has selected SAP CRM as its customer relationship management solution. You would like to become familiar with the CRM Service functionality.
SAP CRM 7.0 offers several functions and channels. • Channels:
– Partner Channel Management (for example, partner management) – Field Applications (mobile or offline devices for field agents) – Interaction Center WebClient with telephony and e-mail integration) – Web Channel (Web-enabled sales and service functions).
• Functions:
– Marketing (for example, campaign management) – Sales (for example, opportunity management) – Service (for example, service order management).
Figure 2: CRM WebClient User Interface
The slide shows the WebClient User Interface (WebClient UI) of a user working with the standard role of a Service Professional (SERVICEPRO).
Maintenance of service related master data and service documents like service orders is done via the CRM WebClient UI. In SAP GUI only administrative tasks are performed.
Figure 3: Interaction Center WebClient - Service
The slide shows the Interaction Center Web Client User Interface.
The Interaction Center (IC) WebClient is a thin-client, highly-optimized desktop application for interaction center agents. It provides a framework for processing IC WebClient functions.
Interaction Center WebClient – Service Features
• Service Order Management
Allows agents to perform deep technical analysis of a reported technical problem including multi-level categorization, and assign the correct services and spare parts.
• Service Ticket Management
Allows agents to report any service request and perform end-to-end service support within defined Service Levels.
• Complaint Management
Enables the agent to quickly and efficiently create complaints related to a reference document or object and fulfill the follow-on task, such as creation of credit memos or returns.
• Case management
Allows agent to easily cluster reported issues in tickets and orders (of the same issue type), within one case. The agent can assign a ticket or order to an existing case or create a new case.
• Product Registration
Allows agents to quickly search and maintain Installed Bases. Allows agents to quickly search, maintain or create Objects.
• Knowledge search
Allows agent to quickly identify solutions to known problems, and helps agents to resolve service issues faster, often on the first call.
There are more features within IC WebClient, e.g. • Account Identification
• Account Overview
• Interaction Record and Interaction History • Interactive Scripting
• Call Lists Management; Campaigns • Leads
Figure 4: Mobile Service Features
The SAP CRM Mobile Service application is designed to meet the needs of the field service force. This application runs on mobile clients in the offline mode. Using this application, service representatives can manage the service life cycle (creating service orders, creating complaints, and reporting confirmations) efficiently. Service employees also have offline access to essential data, such business partners and products, on their mobile clients.
Internet Customer Self-Service (ICSS) is a Web-based application to support business-to-business (B2B) and business-to-consumer (B2C) scenarios. Both scenarios are designed to help you reduce interaction costs and increase customer satisfaction.
ICSS provides your customers with a personalized self-help environment where they can manage product-relevant information which are described on the next slide.
Internet Customer Self-Service Features
• Account Self-Service
– Register an account and maintain personal data – Password Management
• Knowledge Management
– Frequently Asked Questions – Solution Search
• Contact Us Function
– Send a comment – Live Web Collaboration • Product Registration
– Register purchased products • Request Management
– Service request
– Complaints and Returns • Installed Base Management
– Display and maintenance of Installed Base information.
This slide gives a brief overview of the standard Internet Customer Self-Service functions that are part of the CRM Web Channel solution.
Figure 6: Partner Channel Management - Service
This slide gives a brief overview of the service specific functions available within the CRM Partner Channel Management solution.
Exercise 1: Starting the CRM WebClient UI
Exercise Objectives
After completing this exercise, you will be able to: • Gather information using the CRM WebClient UI
Business Example
You want to familiarize yourself with the CRM WebClient User Interface. You log on to the WebClient UI with a predefined user and open the business role of a Service Professional (SERVICEPRO).
Task 1:
Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. Although it is possible to start it using transaction code CRM_UI, you create a specific favorite, giving you additional options.
1. Add a Favorite to your SAP Easy Access Menu. Choose BSP Application
CRM_UI_START with Description CRM WebClient UI and choose Start
Page default.htm.
2. Call the CRM WebClient UI with your newly created Favorite. Use the same user / password combination than before.
Choose Business Role Service Professional (SERVICEPRO).
Hint: Due to predefined and multiple assignments in the
organizational model this user is assigned to several so called Business Roles.
3. In the general Personalization of the WebClient UI change the Layout to
Signature Design.
Observe other personalization options.
What is the External ID of the customers installed base?
Hint: ##Megastore is the Name of the customer.
2. Create a Saved Search ##IB which allows you to easily retrieve this information again.
3. Use the hyperlink in order to display the details of the installed base.
Click on the hyperlink IBase ID.
Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right.
Use the personalization option (pencil icon) to display more assignment blocks both for the installed base header and installed base components. a) Include the assignment block Service Contracts to the installed base header details.
b) Include the assignment blocks Counters, Warranties, Qualification
Requirements and Service Transactions to the installed base component
Solution 1: Starting the CRM WebClient UI
Task 1:
Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM WebClient UI. Although it is possible to start it using transaction code CRM_UI, you create a specific favorite, giving you additional options.
1. Add a Favorite to your SAP Easy Access Menu. Choose BSP Application
CRM_UI_START with Description CRM WebClient UI and choose Start
Page default.htm.
a) Choose Favorites → Add other objects. Choose BSP Application.
BSP Applicat.: CRM_UI_START
Description: CRM WebClient UI
Start Page: default.htm (F4-Help available)
2. Call the CRM WebClient UI with your newly created Favorite. Use the same user / password combination than before.
Choose Business Role Service Professional (SERVICEPRO).
Hint: Due to predefined and multiple assignments in the
organizational model this user is assigned to several so called Business Roles.
a) Call the CRM WebClient UI with your newly created Favorite.
Double-click the Favorite CRM WebClient UI that you created before. Use the same user / password combination than before.
Choose Service Professional.
3. In the general Personalization of the WebClient UI change the Layout to
Observe other personalization options.
a) In the general Personalization of the WebClient UI change the Layout to Signature Design.
In the top right corner choose Personalize. Choose Personalize Layout.
Skin: Signature Design. Choose Save.
Observe other personalization options.
Optionally open more personalization options, e.g. Personalize My
Data or Personalize Navigation Bar.
Task 2:
Searching for an Installed Base of one of your customers and personalize the CRM WebClient UI.
1. In the Accounts & Products work center find an installed base of your customer ##Megastore using the Search For Header Using Partner Data. What is the External ID of the customers installed base?
Hint: ##Megastore is the Name of the customer.
a) From the navigation bar choose Accounts & Products. Choose Search → Installed Bases.
Search For: Header Using Partner Data Use the input help of field Partner ID. Name 1 / Last Name: ##Megastore. Choose Search.
What is the External ID of the customers installed base? The External ID is ##MEGASTORE.
2. Create a Saved Search ##IB which allows you to easily retrieve this information again.
a) Save Search As: ##IB. Choose Save.
Hint: The Saved Search is available on
the page Home and
in the corresponding drop-down list box in the upper right corner of the WebClient UI session. Choose Go to run the saved search.
3. Use the hyperlink in order to display the details of the installed base.
Click on the hyperlink IBase ID.
Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right.
Use the personalization option (pencil icon) to display more assignment blocks both for the installed base header and installed base components. a) Include the assignment block Service Contracts to the installed base header details.
b) Include the assignment blocks Counters, Warranties, Qualification
Requirements and Service Transactions to the installed base component
details.
a) Use the hyperlink in order to display the details of the installed base. Observe the hierarchy structure on the left hand side and the displayed assignment blocks on the right.
Use the personalization option to display more assignment blocks both for the installed base header and installed base components.
a) Include the assignment block Service Contracts to the installed base header details
Choose Personalize.
Mark the Available Assignment Block Service Contracts and move it to the Displayed Assignment Blocks.
Choose Save.
b) Include the assignment blocks Counters, Warranties, Qualification
Requirements and Service Transactions to the installed base
component details.
In the hierarchy structure on the left click on one of the installed base components.
Choose Personalize.
Mark the Available Assignment Blocks Counters, Warranties,
Qualification Requirements and Service Transactions and move it to
the Displayed Assignment Blocks. Choose Save.
Lesson Summary
You should now be able to:
• Present an overview of CRM Service
• Describe the different CRM Channels and how they are linked to CRM Service.
Unit Summary
You should now be able to:
• Present an overview of CRM Service
• Describe the different CRM Channels and how they are linked to CRM Service.
Unit 2
Installed Base Management and
Objects
Unit Overview
This unit introduces CRM Service specific master data, installed bases and objects. Also data exchange options between SAP ERP and SAP CRM are presented. Especially the equipment download will be explained in more detail.
Unit Objectives
After completing this unit, you will be able to: • Explain the concept of installed bases • Create and work with an installed base
• Understand the basic customizing settings for installed bases • Explain the concept of Objects
• Configure Objects
• Describe the data exchange of technical objects between SAP ERP and SAP CRM
• Understand the Equipment Download
• Understand the Download of Functional Locations • Create an Equipment in SAP ERP
Unit Contents
Lesson: Installed Base Management ... 18 Exercise 2: Installed Base Maintenance ... 29 Lesson: Objects ... 38
Lesson: Installed Base Management
Lesson Overview
Installed base management in SAP Customer Relationship Management enables the representation of objects installed at your customer’s site for which a service is offered. This lesson introduces the basic features of installed bases and also related configuration settings.
Lesson Objectives
After completing this lesson, you will be able to: • Explain the concept of installed bases • Create and work with an installed base
• Understand the basic customizing settings for installed bases
Business Example
Your customers have technical objects for which services must be performed.
Installed Base
Installed base management in SAP Customer Relationship Management (SAP CRM) enables the representation of objects installed at your customer’s site (such as devices, machines, software, and so on) for which a service is offered. It can also be used to manage objects used internally.
Installed base management is available in the following channels: CRM WebClient UI, mobile service, and CRM Web Channel (Internet Customer Self Service).
Figure 7: Example of an Installed Base
An installed base can be described as a multilevel structure of installed base components for managing objects that are installed (or are going to be installed) on-site at the customer's site, such as devices, machines, or software. An installed base can be the reference basis for services.
An installed base describes the hierarchical structure of these objects and their individual parts (components).
You can use different types of components within Installed Bases: • Product components
You can assign an existing product to an installed base as a component. General information is displayed for this product.
• Text components
Text components can also be used to structure an installed base. • An Installed Base as a component of another installed base.
You can incorporate one installed base into another installed base as a component. However, this just means making a reference to that installed base. It would also be possible, for example, to group all installed bases for a customer under a new, higher-level installed base.
• Objects
An object can only be assigned to one installed base component; therefore, objects may not be copied.
• Structure Gap
Structure gaps are used to keep knowledge about the characteristic and the place in a structure of an installed base component, even if the component is dismantled for exchange, repair, or maintenance.
• Customer-specific component types.
Customer-specific component types are, for example, cars, washing machines, telephones, and so on. These can be grouped in object families.
Hint: As of SAP CRM 7.0 you can control user authorization for
displaying, changing, and creating installed bases. The new authorization
object is CRM_IBASE. For each user, you can determine authorization
depending on the following:
The authorization group assigned to an installed base. You define authorization groups in Customizing. The new field Authoriz. Group is available on the Installed Base page, in the General Data block. The installed base category
Figure 8: Installed Base Header - Details
An installed base is displayed as a tree structure.
An installed base always has an internal ID number assigned by the system. You can also enter an External ID and a Description.
The installed base header can contain dependent information like related business partners, service documents like contracts or service orders as well as qualification requirements which are useful in the context of resource planning.
Service level are both service profile and response profile and are especially used in the IT Service Management Scenario.
To define customer specific installed base categories choose IMG activity SAP
Customizing Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Define Installed Base Category and Installation Rules
To be able to maintain Parties Involved assign a partner determination procedure to an installed base category.
Choose IMG activity SAP Customizing Implementation Guide → Customer
Relationship Management → Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category
Figure 9: Installed Base Components
Installed base components are individual elements of an installed base at the customer site that contain service-relevant information and can be referred to in business processes.
An object becomes a component of this installed base by being included in an installed base structure.
In addition to direct use for individual service processes with the customer, installed base data also forms the basis for additional evaluations, such as activities covered by service contracts and statistics.
Qualification requirements are maintained within a qualification catalogue. It is possible to maintain a minimum, a maximum, an optimum and a mandatory qualification.
Figure 10: Inheritance of Partners and Addresses
The installed base partner and address inheritance is purely logical. This means that inherited partner and address information is not visible on component level but searching for components using according partner or address data works properly. Successful searches are for example important within Interaction Center WebClient during account identification.
Inheritance of partner and addresses can be activated in customizing per installed base category.
Choose IMG activity SAP Customizing Implementation Guide → Customer
Relationship Management → Master Data → Installed Base → Installed Base Category → Activate Partner and Address Inheritance
Counters
Counters can be used to measure usage or wear and tear on an object. A counter describes the characteristics of a physical measuring device, such as a counter on a photocopier.
Figure 11: Counters
The following counter types are available: • Backward counter
• Forward counter
• Measuring point (for measurements that can increase and decrease) When you create a counter, you specify characteristics such as the measurement purpose of the counter, the unit of measure, minimum and maximum values, and the overflow value.
You can use counters to:
• record service histories (for example, recording the mileage during the technical inspection of a car)
• record energy consumption (for example, household gas or electricity readings)
• assess warranty claims based on consumption (for example, a car warranty is only valid for the first 30,000 miles)
Figure 12: Counter Assignment
You can create counters independently of objects, using the Counter application. You can also create counters or assign existing counters in the master data of the installed base component.
You can assign existing counters in the master data of the product or object to which the counter relates.
Hint: You can assign multiple counters to each installed base component,
product, or object. However, you can assign each counter to only one of these.
It is possible to enter readings for counters directly in service transactions, for example within the service order or service confirmation. Therefore you can retrieve the counters that are assigned to the reference object in your service transaction.
To be able to maintain counters and readings in business transactions, set the
Activate Counter indicator either on transaction type - or item category level
(transaction category Service Process).
When you enter a reading, it is automatically assigned a unique number from the number range defined in Customizing. When you save a reading, the system validates it using a standard or customer-defined validation check.
For a counter, if it is a backward counter and the visible value on the reading is greater than the visible value on the previous reading, it is assumed that a rollover has occurred and the overall value is increased accordingly.
Planned counter value is the planned or target value. This may be used in validation rules or for statistical comparison with actual values. For a counter, one must also specify a planned time frame for the planned value.
Counter customizing can be found under SAP Customizing Implementation Guide
→ Customer Relationship Management → Master Data → Counters and Readings
Warranties
Figure 13: Warranty Definition
To be able to maintain warranties, they must be created in the system as products. You have defined warranty categories. For more information, go to Customizing for Customer Relationship Management and choose Master Data → Products →
Special Settings for Warranties → Define Warranties
The following information can be maintained within a warranty master: • Warranty Start- and End Date
• Coverage terms for parts, labor, and travel
• Influence of pricing and financial management by means of an accounting indicator.
Figure 14: Warranty Assignment
In installed base management, you can assign warranties to products, installed base components, or objects.
When you create a business transaction in service, such as a service confirmation, complaint, or service order, the system automatically checks whether valid warranty information is available for the reference object of the transaction, and whether claims on warranty services are justified.
With SAP CRM 7.0 there is a new functionality called automatic triggering of warranty start.
After a service employee installs a new object, he or she creates a service confirmation. In the service confirmation at item level, the service employee enters, among other things, the date with Date Type Installed On, and one or more reference objects that he or she marks as installed. After the service employee changes the status of the confirmation to Completed and saves the confirmation, the system creates a warranty for each reference object, provided that the following prerequisites are met:
Installed On date is set
Object is installed (corresponding value in field Installation/Dismantle in assignment block Reference Objects)
Exercise 2: Installed Base Maintenance
Exercise Objectives
After completing this exercise, you will be able to: • Create an installed base with several components
• Create an installed base category with basic Customizing settings
Business Example
You provide service for different kinds of technical objects for your customers. Therefore, you need to maintain installed bases in CRM and become familiar with the functions available.
Task 1:
Create an installed base for customer ##Megastore and enter different components. 1. Create an installed base of category 01 (Installed Base) and enter the
following data:
External ID: ##HighTech Description: ##High Tech
2. Assign the partner ##Megastore with partner function Sold-to Party to the installed base.
3. Enter two text components, Computer and Copier.
4. Below the text component Computer, enter product HT-1010 with quantity
1 PC.
Assign warranty WP_001 with warranty start data today to the notebook. 5. Below the text component Copier create two object components. Enter
the following:
Object Family: Equipment
Category ID UBB Equipment
Save the installed base and write down the number:
___________________
Task 2:
Perform basic customizing of installed bases.
1. Create a new installed base category, Installed Base ##, by copying the standard entry 01 with all dependant entries. Choose the ID from the table below.
Group Number Installed Base Category
Group Number Installed Base Category 01 ZA 10 ZJ 02 ZB 11 ZK 03 ZC 12 ZL 04 ZD 13 ZM 05 ZE 14 ZN 06 ZF 15 ZO 07 ZG 16 ZP 08 ZH 17 ZQ 09 ZI 18 ZR
Only allow components of types Product, Text, and CRM Individual
Object to be assigned to installed bases of your new type. Remove all other
components.
2. Assign partner determination procedure 00000032 to your newly created installed base category.
3. Activate (logical) partner and address inheritance.
4. Test your new installed base category and create an installed base. Choose Test IB## as External ID and Description.
Assign Sold-To Party ##Megastore to the installed base header and add one product component. Choose product ID HT-1000.
Save the installed base. ____________________
Test the (logical) partner inheritance feature by searching for installed base components with partner (number of ##Megastore).
Solution 2: Installed Base Maintenance
Task 1:
Create an installed base for customer ##Megastore and enter different components. 1. Create an installed base of category 01 (Installed Base) and enter the
following data:
External ID: ##HighTech Description: ##High Tech
a) Log on to the CRM WebClient UI and choose Business Role Service
Professional (SERVICEPRO).
Choose Accounts & Products. Choose Create → Installed Base.
IBase Category 01
External ID: ##HighTech
Description: ##High Tech
2. Assign the partner ##Megastore with partner function Sold-to Party to the installed base.
a) In the Assignment Block Parties Involved, choose Insert. Function: Sold-to party
ID: <number of ##Megastore>
3. Enter two text components, Computer and Copier.
a) In the Assignment Block Text Components, choose New. Text: Computer
Choose New again. Text: Copier
Assign warranty WP_001 with warranty start data today to the notebook. a) Below the text component Computer, enter product HT-1010 with
quantity 1 PC.
In the structure tree on the left select the installed base component
Computer.
In the Assignment Block Product Components area choose New.
Product ID: HT-1010
Quantity/Unit: 1 PC
In the structure tree select the product component. In the Assignment Block Warranties choose Insert Warranty: WP_001.
Choose ENTER and observe that the warranty is valid for two years starting today.
5. Below the text component Copier create two object components. Enter the following:
Object Family: Equipment
Category ID UBB Equipment
Object ID: CM##01
Description: Copier 1
Create a corresponding second entry with Object ID CM##02 and
Description Copier 2
Save the installed base and write down the number:
___________________
a) Below the text component Copier, enter two objects. Enter the following:
In the structure tree on the left select the installed base component
Copier.
In the Assignment Block Object Components choose Create New
Object.
Object Family: Equipment
Category ID Equipments
Object ID: CM##01
Description: Copier 1
Press Enter and choose Create Object.
In the Assignment Block Object Components choose Create New
Object.
Object Family: Equipment
Category ID Equipments
Object ID: CM##02
Description: Copier 2
Press Enter and choose Create Object.
Save your installed base and log off the CRM WebClient UI.
Task 2:
Perform basic customizing of installed bases.
1. Create a new installed base category, Installed Base ##, by copying the standard entry 01 with all dependant entries. Choose the ID from the table below.
Group Number Installed Base Category
Group Number Installed Base Category 04 ZD 13 ZM 05 ZE 14 ZN 06 ZF 15 ZO 07 ZG 16 ZP 08 ZH 17 ZQ 09 ZI 18 ZR
Only allow components of types Product, Text, and CRM Individual
Object to be assigned to installed bases of your new type. Remove all other
components. a) SAP GUI:
SAP Menu → Architecture and Technology → Configuration → Customizing.
Choose SAP Reference IMG.
SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Define Installed Base Category and Installation Rules.
Select entry 01 and choose Copy As....
IBase Category: <choose entry from table above>
Type Description: Installed Base ##
Choose ENTER and confirm the dialog box with copy all. Confirm and save the data.
Select your newly created installed base category and, in the structure tree on the left, double-click Permitted Components.
Select the entries 0016 (IBase as Component), 0031 (CRM Structure
Gap) and 9990 (Screen Control Installed Base) and choose Delete.
Save the data.
2. Assign partner determination procedure 00000032 to your newly created installed base category.
a) SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category.
Select the entry with IBase Category 01 and choose Copy As.... IBase Category: <choose entry from table above>
Save the data.
3. Activate (logical) partner and address inheritance.
a) SAP Implementation Guide → Customer Relationship Management → Master Data → Installed Base → Installed Base Category → Activate Partner and Address Inheritance.
Choose New Entries.
IBase Category: <your entry>
PInherit.: check the flag
AdrInherit: check the flag
Save the data.
4. Test your new installed base category and create an installed base. Choose Test IB## as External ID and Description.
Assign Sold-To Party ##Megastore to the installed base header and add one product component. Choose product ID HT-1000.
Save the installed base. ____________________
Test the (logical) partner inheritance feature by searching for installed base components with partner (number of ##Megastore).
a) Log on to the CRM WebClient UI and choose Business Role Service
Professional.
Choose Accounts & Products. Choose Create → Installed Base.
IBase Category <your entry>
External ID: Test IB##
Description: Test IB##
Assign Sold-To Party ##Megastore to the installed base header and add one component of type Product. Choose product ID HT-1000. In the Assignment Block Parties Involved, choose Insert.
Function: Sold-to party
ID: <number of ##Megastore>
In the Assignment Block Product Components, choose New. Product ID: HT-1000
Press Enter
In the structure tree on the left, select the Notebook Basic 15. In the Assignment Block Parties Involved observe that no partner
ID is visible.
Save the installed base.
Note the number of the component ID. Choose Accounts & Products.
Choose Search → Installed Bases.
Search For Component Using Partner Data. Partner ID: <number of ##Megastore>
Lesson Summary
You should now be able to:
• Explain the concept of installed bases • Create and work with an installed base
Lesson: Objects
Lesson Overview
This lesson introduces CRM Objects, formerly known as Individual Objects which can be used to represent globally unique tangible or intangible objects that a company sell or provide services for. It can also be used to represent ERP master data like equipments.
Lesson Objectives
After completing this lesson, you will be able to: • Explain the concept of Objects
• Configure Objects
• Describe the data exchange of technical objects between SAP ERP and SAP CRM
Business Example
Within your CRM service processes you would like to use objects representing specific and unique entities and serialized products.
Objects
An Object is a globally unique tangible or intangible object that a company sells or provides services for.
An object is a globally unique tangible or intangible object that a company sells or provides services for. It is often a specific single unit derived from a product. Unlike a product, however, an object can be uniquely identified. This means that although there may be similar objects, at least one attribute describing the object is different. This is generally its identification. A car, for example, has its own specific number plate.
Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be objects a company sells or provides services for. A supplier of electricity, for example, can describe the location to which electricity is delivered using objects such as “building” and “apartment”.
Objects are integrated in the product master and provide you with the tools to create the data you require on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved.
Object data includes the information required for specific business processes (such as customer inquiries, sales orders, service processes, contracts), and other basic data that essentially describes and categorizes the object.
It is possible to use Alternative IDs for objects, for example, a VIN or self-defined identifiers
Objects can be created with or without reference to a product. When creating an object with reference to a product, data that is generally specific to an object, such as serial number, date and place of purchase, is created for each object separately, whereas data that is likely to be shared by a large number of objects, such as manufacturer or model, can be reused (from reference product).
The product contains general information about the goods or services it describes. However, it cannot make a statement about individual objects that could possibly exist for the product.
Individual data that is valid for exactly one object is stored in the object. That means that an object is generally identified by a number, fixed relationship, or description. For example:
• ID number: A computer monitor with the manufacturer's serial number 123ZGK654
• Location: Mr. Smith's washing machine at 25 George Street, London. Although the washing machine does not have a serial number, it is not likely to be confused with any other washing machine.
• Building with address: In addition, individual objects can be used to represent objects relevant to the business environment that are not actually service or sales process objects.
You can categorize objects in object families with the same types of object (for example, household appliances and software licenses).
You can define the attributes that are relevant to each object family for the description of associated objects as individual fields.
Each object belongs to an object family:
• Settings made at the object family level determine which fields can be maintained for the objects.
• All other settings related to objects are also made at the object-family level.
The object fact sheet gives a summarized overview of all relevant data regarding a customers service objects.
The following assignments blocks are delivered: • Header: Object Details
• Displays basic object data, contact data including function, and location details.
• Parties Involved: Lists all partners together with their functions for the object concerned.
• Open Product Service Letter Items: Displays the product service letter items and product service letters available for the object.
• Cases: Lists the cases which have been created for the object concerned. • Service Contracts: Displays the service contract items and related service
contracts for the object concerned.
• Open Service Items: Displays any open service items for the objects. Only those items from documents that do not contain any errors and that have been released are displayed.
• Last Closed Service Orders: The last n service orders that have been given the status “Completed”.
• Counters and Readings: Displays all available counters and readings for the object.
• Warranties: Displays all available warranties for the object. The object fact sheet can be adapted.
The IMG documentation Define Object Families gives a detailed, step-by-step description of how to customize objects.
Defining customer-specific Objects
Figure 18: Step 1: Define Object Family
Choose SAP Customizing Implementation Guide → Cross-Application
Components → SAP Product → Objects → Define Object Families to define
a new Object Family.
This IMG documentation contains more detailed information on the different steps mentioned in this procedure. Some of the steps refer to the basic setup of Products in SAP CRM and the general extensibility of Products.
Figure 19: Step 2/3: Maintain Attributes and Set Types
The concept of Attributes and Set Types is introduced in course CR100 (CRM Customizing Fundamentals).
Choose CRM SAP GUI menu Master Data → Products → Maintain Set Types
and Attributes to define Attributes and Set Types.
Figure 20: Step 4: Maintain the Product Hierarchy and Assign Object Family/Set Types
The concept of Product Hierarchies is introduced in course CR100 (CRM Customizing Fundamentals).
Product Hierarchies are maintained via CRM WebClient UI. For test purposes you can choose CRM SAP GUI transaction COMM_HIERARCHY to maintain Product Hierarchies and Product Categories.
It is important to maintain both Set Types and Relationships in order to work with those kind of objects properly. If you, for example, forget to assign a partner determination procedure, no parties involved can be maintained directly in the object. For maintaining partners it is also a prerequisite to assign the relationship category Partners for Product/Individual Object.
The relationship Reference Product for Individual Object is relevant once you would like to create an object with reference to a product.
Figure 21: Step 5: Assign Object Family to Installed Base Category
Choose IMG activity SAP Customizing Implementation Guide → Customer
Relationship Management → Master Data → Installed Base → Objects / Object Family → Assign Object Families to Installed Base Categories to assign the object
family to an installed base category.
After this optional step, it is possible to create object components in installed base maintenance.
In CRM WebClient UI it is now possible to create Objects using the new Object Family. Therefore choose Accounts & Products → Create → Object. Choose the appropriate Object Family and Base Category.
Exercise 3: Objects
Exercise Objectives
After completing this exercise, you will be able to:
• create an (individual) object in CRM and assign it to an existing installed base.
Business Example
Some of your customer's technical objects are specific and represented through CRM Objects. You include Objects into installed bases of your customers.
Task:
Create an object with reference to an existing product (material) master and include this newly created object into an existing installed base.
1. Create an object and enter the following information:
Object ID: <do not maintain; internal
numbering>
Object: ##Notebook Object
Object Family: 0401 (Equipment)
Base Category: 0401 (Equipments)
Reference Product: HT-1011
Add account ##Megastore as relevant Sold-to Party.
Observe the assignment block Reference Product Attachments. 2. Include this newly created object to your installed base ##HighTech.
Therefore change the installed base ##HighTech and assign the object you created under node Computer.
Solution 3: Objects
Task:
Create an object with reference to an existing product (material) master and include this newly created object into an existing installed base.
1. Create an object and enter the following information:
Object ID: <do not maintain; internal
numbering>
Object: ##Notebook Object
Object Family: 0401 (Equipment)
Base Category: 0401 (Equipments)
Reference Product: HT-1011
Add account ##Megastore as relevant Sold-to Party.
Observe the assignment block Reference Product Attachments.
a) In the CRM WebClient UI choose Accounts & Products → Create
→ Object.
Enter the data provided above. Choose ENTER to confirm this data. Open assignment block Parties Involved.
Find the Partner ID of customer ##Megastore using the search help and enter Partner Function Sold-to party.
Save the object and note the number. _________________
The assignment block Reference Product Attachments does contain a picture of the notebook which has been inherited from the reference material HT-1011.
2. Include this newly created object to your installed base ##HighTech. Therefore change the installed base ##HighTech and assign the object you created under node Computer.
a) Choose Accounts & Products → Search → Installed Bases. Search for your installed base using search field External ID
##HighTech.
Choose Edit.
In the hierarchy structure choose text component Computer. On the assignment block Object Components choose New.
Enter the Object ID you have noted in the previous part of this exercise. Confirm and save the data.
Lesson Summary
You should now be able to:
• Explain the concept of Objects • Configure Objects
• Describe the data exchange of technical objects between SAP ERP and SAP CRM
Lesson: Data Exchange of Technical Objects
Lesson Overview
This lessen introduces the replication of technical objects from SAP ERP to SAP CRM. Equipments, functional locations and bills of material can be loaded to CRM.
Lesson Objectives
After completing this lesson, you will be able to: • Understand the Equipment Download
• Understand the Download of Functional Locations • Create an Equipment in SAP ERP
Business Example
You would like to exchange ERP master data to SAP CRM to reuse it. Especially equipments (serial number information) is of importance within CRM service processes.
You can use this function to download pieces of equipment from SAP ERP customer service to SAP CRM, where they are stored as object components of installed bases. Replication is bidirectional, ensuring that, regardless of the system in which a change was made, the data remains consistent in both systems automatically.
The initial download of data is triggered in SAP CRM and is executed by middleware. Uploads and delta downloads take place automatically when data is changed in SAP CRM and SAP ERP respectively.
Pieces of equipment are represented in SAP CRM as objects of an installed base. If the equipment has an underlying structure, this structure is displayed as a hierarchy in the installed base.
If a piece of equipment has a construction type maintained in SAP ERP , the corresponding material is assigned as the reference product of the equipment object in SAP CRM.
If a customer/vendor warranty start and end date is entered in SAP ERP for a piece of equipment, SAP CRM checks for a corresponding customer/vendor warranty in the SAP CRM system when the equipment is downloaded. If a warranty template exists for the sales area and reference product of the equipment in SAP CRM, this is automatically copied to the Warranties assignment block of the object. The warranty validity dates in this block are copied from SAP ERP.
If you also replicate functional locations (see Replication of Functional Locations Between SAP CRM and SAP ERP), equipment installed at a functional location in SAP ERP is inserted in the installed base structure in SAP CRM below the object component representing the functional location.
Prerequisites for the download of equipments are
• Materials and business partners have been downloaded from SAP ERP to SAP CRM.
• You have defined default settings for replication in Customizing for Customer Relationship Management, under Master Data → Installed Base
→ Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Equipment .
• You have checked that the delivered implementation of Business Add-In (BAdI) Creation of Objects by Equipment Download (CRM_EQUI_LOAD) meets your requirements and is activated.
The following data is exchanged between both systems: • Description • Hierarchy • Serial Number • Business Partner • Address • Status • Manufacturer • Object Type • Variant configuration.
To run the initial download, start transaction R3AS, specify the load object
EQUIPMENT, and then select an SAP ERP system as the source site and an
SAP CRM system as the destination site.
Detailed information on the equipment load can be found at: SAP Implementation
Guide → Customer Relationship Management → Master Data → Installed Base → Replication of Equipment from SAP ECC Customer Service (CS) → Prerequisites and General Information for Equipment Replication
Setting up Equipment Download
Figure 24: Equipment Download - Prerequisites
Figure 25: Set up of Product Hierarchies in SAP CRM
It is important to assign set types and relationship categories, necessary for object maintenance, to a dedicated product category. This was mentioned in a previous lesson (Setting up of Objects).
For more information how to set up product hierarchies, you can find information in the Online Help.
Figure 26: Default Settings for Equipment Replication
Choose IMG activity SAP Customizing Implementation Guide → Customer
Relationship Management → Master Data → Installed Base → Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Equipment
Both Installed Base Category EQ and Object Family 0401 are delivered with standard customizing.
The Category ID 0401 has been defined within Product Hierarchy maintenance and typically is a customer-specific ID.
Caution: There is a new authorization object CRM_IBASE available.
The (technical) user who is downloading/creating equipments/objects need the authorization to create installed bases of category EQ.
Figure 27: Activation of Equipment Download and Upload
The activation of the equipment download is done via activating a BAdI implementation.
The BAdI is CRM_EQUI_LOAD. It contains several methods that can be used to enhance the equipment data load.
Since the permanent load is active, newly created ERP equipments are downloaded to SAP CRM automatically.
Download of Functional Locations
Figure 29: Download of Functional Locations
You can use this function to download functional locations from SAP ERP to SAP CRM, where they are stored as object components of an installed base.
You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP. However, you cannot upload objects representing functional locations to SAP ERP.
Functional locations are represented as object components of an installed base in SAP CRM. The structure of functional locations in SAP ERP is reflected in the installed base structure in SAP CRM. If you also replicate pieces of equipment (see Replication of Equipment Between SAP CRM and SAP ERP), the assignment of equipment to functional locations is also reflected in the installed base structure. The initial download of data is triggered in SAP CRM and is executed by middleware. Uploads and delta downloads take place automatically when data is changed in SAP CRM and SAP ERP respectively.
Prerequisites for the download of functional locations are.
• Materials and business partners have been downloaded from SAP ERP to SAP CRM.
• You have defined default settings for replication in Customizing for Customer Relationship Management, under Master Data → Installed Base
→ Replication of Technical Objects from SAP ERP → Define Default Settings for Replication of Functional Locations .
To run the initial download, start transaction R3AS, specify the load object
FUNCLOC, and then select an SAP ERP system as the source site and an SAP
CRM system as the destination site.
The following data is downloaded from SAP ERP: Functional location ID, Description, Long text; Manufacturer; Hierarchy; Business partners; Address; System status.
Hint: In SAP CRM, you cannot change the downloaded structure of
functional locations, create new functional locations in a downloaded structure, or delete a downloaded functional location. You can only install equipment in and dismantle it from a functional location.
Figure 30: Example: Download of Functional Locations
You can use this function to download functional locations from SAP ERP to SAP CRM, where they are stored as object components of an installed base.
You can also upload information on the assignment of equipment to functional locations from SAP CRM to SAP ERP. However, you cannot upload objects
Figure 31: Download of Bill of Material (BOM) information
You can use this function to replicate bills of material (BOMs) to SAP CRM from SAP ERP. You can replicate BOMs that are defined for the following types of master data in SAP ERP:
Material Equipment
Functional location
When replicated to SAP CRM, BOMs are represented as lists of products, linked by means of relationship types with the following:
Products representing materials replicated from SAP ERP
Objects representing equipment and functional locations replicated from SAP ERP
The entries in a BOM are displayed in the Service Parts - ERP assignment block in product and object data.
You cannot change BOM data in SAP CRM. It is not possible to assign any type of validity parameters, such as time. Header-level attributes of a BOM are not stored in SAP CRM.
A material that is assigned to a piece of equipment in SAP ERP as a construction type is represented as the reference product in the corresponding equipment object in SAP CRM. If a BOM exists for this material in SAP ERP, this is shown in the Referenced Service Parts - ERP assignment block in the equipment object in SAP CRM.
You can assign a product or object from SAP ERP as a reference product for a service contract (and quotation), service order (and quotation), or service confirmation in SAP CRM. If this reference product has a BOM assigned to it in SAP ERP, the products from the BOM are included in the product proposal for transaction items.
Exercise 4: Equipment Download
Exercise Objectives
After completing this exercise, you will be able to:
• load equipment data between SAP ERP and SAP CRM
Business Example
Some of your customers maintain equipment and serial number information in SAP ERP. They want to load this data to SAP CRM in order to use it in CRM service scenarios.
Task:
Create equipment data in SAP ERP and load this data to SAP CRM. 1. In SAP ERP change the existing serial number <50+##> for material
master HT-1089. Create an Equipment view for this serial/material number combination.
Hint: Example: if you are assigned to group number 12, please
change
serial number 62 (= 50+12).
Therefore use menu Logistics → Customer Service → Management of
Technical Objects → Serial numbers → Change
Enter both material number and serial number and activate the equipment view.
Caution: This exercise only focuses on the technical data exchange.
Process steps like delivering the equipment to the customer (including posting of goods issue) for example are not taken into account.
2. In SAP CRM find the serial number/equipment data using the CRM WebClient application Object.
Where do you find the (ERP) serial number information?
3. Add Sold-to party ##Megastore to this object and check whether the partner information is transferred back to SAP ERP.
Hint: This task is for testing purposes of bidirectional data exchange
only! Partner information will be transferred from ERP to CRM once documents in logistics execution are processed.
4. In CRM include the Object ID to your ##HighTech installed base below text component Computer.
Solution 4: Equipment Download
Task:
Create equipment data in SAP ERP and load this data to SAP CRM. 1. In SAP ERP change the existing serial number <50+##> for material
master HT-1089. Create an Equipment view for this serial/material number combination.
Hint: Example: if you are assigned to group number 12, please
change
serial number 62 (= 50+12).
Therefore use menu Logistics → Customer Service → Management of
Technical Objects → Serial numbers → Change
Enter both material number and serial number and activate the equipment view.
Caution: This exercise only focuses on the technical data exchange.
Process steps like delivering the equipment to the customer (including posting of goods issue) for example are not taken into account.
a) Choose the menu path mentioned above, enter Material HT-1089 and Serial number <50+##> and choose ENTER.
Choose button Activate Equipment view.
On the tab SerData observe and note the equipment number. Save the data.
Hint: After having saved the data, CRM Middleware transfers
equipment information from SAP ERP to SAP CRM. The equipment is now available in CRM as an Object (within an installed base).
Display the details of the object.
Where do you find the (ERP) serial number information?
a) Choose Accounts & Products → Search → Objects and enter Object ID: <ERP equipment number>
Choose Search.
Use the hyperlink in order to display the details of this object.
The serial number can be found on assignment block ERP Identification. 3. Add Sold-to party ##Megastore to this object and check whether the partner
information is transferred back to SAP ERP.
Hint: This task is for testing purposes of bidirectional data exchange
only! Partner information will be transferred from ERP to CRM once documents in logistics execution are processed.
a) In your object details open the assignment block Parties Involved. Choose Edit List.
Add partner function Sold-to party and the Partner ID of ##Megastore. b) In SAP ERP choose menu Logistics → Customer Service →
Management of Technical Objects → Serial numbers → Change.
Choose ENTER.
Choose tab Partner and observe that the sold-to party information now is available.
Hint: This is an example for a possible bidirectional data
exchange of equipment data.
Hint: Optionally you can log on to the Interaction Center
Web Client using business role Default IDES IC AGENTS (Z_IDES_AGENT). On the Identify Account page on the choose Objects. Enter your Serial Number and search for objects. You should find the object/equipment you created in the result list. If you narrow down the search using the
Partner ID and/or (Reference) Product ID (HT-1089), you
can identify your object directly, without the need to choose from a result list.
4. In CRM include the Object ID to your ##HighTech installed base below text component Computer.
a) Accounts & Products → Search → Installed Base.
External ID: ##HighTech Choose Search.
Go to the details of your installed base and choose Edit. In the structure tree mark Computer.
In the assignment block Object Components choose New.
Enter the Object ID of your equipment. Confirm the dialog with Yes. Save the installed base.
Lesson Summary
You should now be able to:
• Understand the Equipment Download
• Understand the Download of Functional Locations • Create an Equipment in SAP ERP
Unit Summary
You should now be able to:
• Explain the concept of installed bases • Create and work with an installed base
• Understand the basic customizing settings for installed bases • Explain the concept of Objects
• Configure Objects
• Describe the data exchange of technical objects between SAP ERP and SAP CRM
• Understand the Equipment Download
• Understand the Download of Functional Locations • Create an Equipment in SAP ERP