CS BPP With AMC 3rd Scenario

Customer Service Scenarios

SAP ECC 6.00

November 2007

English

Customer Service - Selling of Services and Materials to customer with Annual Maintenance Contract (DA1)

SSTL1,6th Floor, Crow Court#128, Cathedral Road Chennai 600 086Germany

Business Process Procedure

SAP Best Practices Selling of services and materials with SLA BPP

DOCUMENT CONTROLDocument Title: Business Process Procedure for mySAP ERP version ECC 6.0

Document ID : SSTL/BPP/SAP/2007-11-12

Purpose: Business Process Procedure

File Name: BPP-CS-2007-11-12

Security Classification: Company Confidential

Author: B. Praveen

Approved by:

Distribution List: Spectra Soft Technologies Ltd, Chennai.

Version No Date of Release Description

1.0 Business Process Procedure

VERSION HISTORY DETAILS

Ver. No. / Date

Brief Change Description

Detailed Change Description

1.0Original Original Document

© SAP AG Page 2 of 19


Copyright

© 2007 Spectra Soft Technologies Ltd.

The contents of this document are the property of Spectra Soft Technologies Ltd and are intended for the sole purpose of internal testing. Reproduction, distribution, and modification of this document or any parts thereof, in any form, without the written permission of Spectra Soft Technologies Ltd are not permitted. Use of this document or parts thereof for purposes other than those agreed by Spectra Soft Technologies Ltd is not permitted.

Abbreviations

R Required entry field (used in the end-user procedures)

O Optional entry field(used in the end-user procedures)

C Conditional field(used in the end-user procedures)

parts thereof for purposes other than those agreed by Spectra Soft Technologies Ltd is not permitted.



Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.



Contents

1 Purpose........................................................................................................................................ 5

2 Prerequisites................................................................................................................................ 6

2.1 Building Blocks...................................................................................................................... 6

2.2 Organizational Data and Master Data...................................................................................6

3 Process Flow................................................................................................................................ 7

3.1 Creating a Contract...............................................................................................................7

3.2 Creating a Service Notification..............................................................................................9

3.3 Changing the Service Notification.......................................................................................11

3.4 Creating a Service Order.....................................................................................................12

3.5 Create an Order Confirmation.............................................................................................14

3.6 Closing the Service Order – Technical complete.................................................................15

3.7 Settling the Service Order...................................................................................................15

3.8 Creating the Billing of Contract............................................................................................16

3.9 Closing the Service Order - Business View.........................................................................17

3.10 Contract Item Cost Report...............................................................................................17



Regular Service call off from SLA (DA1)

1. PurposeThis scenario addresses a facility management company that creates a service level agreement (contract) with a customer. For the activities in the SLA a fixed billing plan is generated. The contract covers certain equipments that are placed at the customer site. A service contract is created for the customer for a certain time period. A customer calls a service center agent and reports that an air condition filter needs cleaning. The agent creates a service notification in the system. The service agent processes the service notification. In doing so he finds that additional information is needed from the customer and calls the customer back. This telephone call is also documented in the service notification. Subsequently, a service order is created from the extended notification, and the activities and times required for the service to be carried out on-site are planned. A technician carries out the repairs at the customer's site and confirms hours used by issuing an overall completion confirmation against the service order. A billing request is created and the conditions are checked. Subsequently, the customer is billed based on the billing plan created for the contract. The service agent checks the service order and technically completes it. On a periodic basis the costs incurred on the service order are being settled to the service contract, where they can be evaluated against the revenues.



2. Prerequisites

1. Building BlocksIn order to run this Business Process Procedure (DA1), the following Building Blocks of the SAP Best Practices for Professional Services solution must have been installed: DA0, DA1

2. Organizational Data and Master DataYou have entered the master data required to go through the procedures of this scenario. Ensure that the following scenario-specific master data exists before you test this scenario:

Value Description

Company code 1000 Company Code 1000

Plant 1000 Plant 1000

(Configurable) material Man Hour Charges Man Hour Charges

Equipment 5 Personal Computer

Customer / business partner 300015 Spectra Soft Technologies Limited

Sales organization 1000 Sales Org. 1000

Distribution channel 10 Direct Customer

Division 10 API - Division

Purchase organization 1000 Purchasing Org. 1000

Purchasing group 004 Purch. Group 4

Storage location 1050 Engg. Stores

Vendor

Cost elements 9001402 Internal Activity Allocation

7XXXXX Consumption of Stores and spares

Work Center ME-GEN Mechanical General maintenance



3. Process Flow

1. Creating a Contract

UseThis transaction is used for defining the Service level agreement between the service provider and the customer.

PrerequisitesConfirmation of customer requirements triggers the creation of a contract.

Procedure1. Access the transaction using one of the following navigation options:

SAP Menu Logistics Sales and Distribution Sales Contract Create

Transaction code VA41

2. On the Create Contract: Initial screen, make the following entries and choose Enter.

Field name Description User action and values Comment

Contract Type

Sales document type of the contract

WV

Sales Organization

Selling entity responsible for the customer

1000

Distribution Channel

Distribution Chanel 10

Division Product or service grouping

10

3. On the Create FM: SLA Contract: Overview screen, make the following entries and choose Enter. (Default data remains unchanged.)


Sold-to Party

Alphanumeric key uniquely identifying the customer

300015

Description Description of contract Description of contract

Contract start

Start date of the contract today's date

Contract End

End date of the contract Contract Ending Date

Material Alphanumeric key uniquely identifying the service product

Man Hour Charges




Target Quantity

Number of service units 2

4. Enter the Contract start date, for example today’s date, and the Contract end date. Choose Enter. Confirm the system messages. The rule for contract start date will be deleted and Date xx.xx.xxxx is in the past message appears. Choose Enter.

The contract start has to be a minimum of one day before start of repair or notification date.

The service contract has a minimum current time of two months.

5. To enter a price for the FM CLEANING, mark the line and choose item conditions

6. On the Create FM SLA-Contract: Item Data screen enter the following data


CnTy Condition Type ZBP

Amount Rate (condition amount or percentage)

Enter the price for the service, e.g. 500

7. To assign a equipment to contract choose in the menu extras technical objects.

8. On the Create FM SLA-Contract: Overview screen enter the following data and Choose enter.


Equipment Equipment 5

9. Choose Back twice to return to the screen Create FM SLA-Contract: overview

10. Choose Save and write down the generated contract number 4XXXXXXX for future reference.

Contract number: _________________________

11. Choose Back to return to the SAP Easy Access menu.

ResultThe system issues the message: FM SLA-Contract 4XXXXXXX has been saved.

2. Creating a Service Notification

UseIn this activity, a customer calls the customer service center to inform that Air condition systems needs cleaning. You use this transaction to enter notification report from the customer.




SAP MenuLogistics Customer Service Service Processing Notification Create (General)

Transaction code IW51

2. On the Create Service Notification: Initial screen, make the following entries and choose Enter.


Notification Type

Notification Type S3

3. On the Create Service Notification: Problem notification screen, on the Notification tab page, make the following entries:

Field Name Description User Action and Values Comment

Reference object

Equipment 5 Use the input help (F4) to find the relevant piece of equipment.

On the Display Equipment: Equipment Selection tab page enter equipment description: Air Condition System

Sold to party 300015

4. Confirm your entries with Enter.

The outline agreement item (SERVICE CONTRACT for customer FM2006) has been

assigned. If you have more then one contract, select one item and choose .

5. If the Object information dialog box appears, confirm with Enter.

6. On the Create Service Notification: Problem notification screen, on the Subject area, make the following entries:


Coding Field 1 Select using the input help (F4)

Field 2

Description Enter a short description of the service notification

Description (long text)

You can enter all the details on the notification here



8. Confirm your entries with Enter and save the problem notification, by choosing Save (ctrl. + S).

9. Make a note of the notification number.Notification number: _______________________________.

10. Choose Exit (shift + F3) to return to the SAP Easy Access menu.

ResultA Service Notification has now been created.



3. Changing the Service Notification

UseIn this activity the facility management provider calls the customer back because he has some more detailed questions. After this telephone call the agent can describe the customer problem in more detail and create a message regarding the customer call.The service agent then assigns the responsible person.


SAP MenuLogistics Customer Service Service Processing Notification List Editing Change


2. On the Change Service Notifications: Selection of Notifications screen on the General Data /Administrative Data area, enter the following search criteria:

Field Name Description User Action and Values

Comment

Coding Field 1 TECHN-01

3. To display a list of the notifications to be processed, choose Execute.

4. The Change Service Notifications: List of Notifications screen displays the scheduled service notification. Display the individual notifications by double-clicking on the notification numbers.

This list only appears if more than one service notification exists. On the Change Service Notification: Problem notification screen, you can document the telephone call made by the technical service, for example.

5. Choose Log telephone call from the action box on the right.

6. On the Subject of conversation area, enter a text of any length.

7. Confirm the data you have entered for the outgoing telephone call by choosing Continue (Enter).

8. On the Execution screen area, enter the employee responsible:


Person respons. Field 1 1756

9. Display the document flow for the notification by choosing Extras Notification Documents

Document flow. Choose Back (F3).

10. On the Change Service Notification: Problem Notification screen, choose the Notification details tab page.

11. To display the text entered for the telephone conversation, choose Text on the Activity area.

12. To return to the Notification choose Back (F3).



13. To save the changes choose Save (ctrl. + S).

14. Choose Back (F3) twice to return to the SAP Easy Access menu.

ResultThe Service Notification has now been updated with the information about the call.

4. Creating a Service Order

UseIn this activity, the work center manager searches for assigned notifications and creates a service order with reference to the notification.


SAP MenuLogistics Customer Service Service Processing Notification List Editing Change


On the Change Service Notifications: Selection of Notifications screen on the General Data /Administrative Data area, make the following entries: The selection should be via the main work center.


Main work center

ME-GEN Select using input help

2. Choose Execute (F8).

3. To change the service notification, double-click on the notification number.

This list only appears if more than one service notification exists.

4. On the Change Service Notification: FM: Problem notification screen, choose the button

.

5. The Create order dialog box appears. The order type YFM1 is used for a service order without revenues because there is a service contract for the customer.

6. Make the following entries and confirm with Enter:


Order Type SM03

7. On the Create FM Service Order: Central header screen make the following entries:




PMActType Maintenance activity type 1015 Select using input help

8. To plan the operations, on the Create Service Order: Central Header screen, choose the Operations tab page and make the following entries for the operation 0010:


Short Text Operation short text Enter a short text

Work Amount of work involved in performing the activity.

Enter planned working time The work can be different from the duration.

UNUnit

H

Duration The normal duration required carrying out the activity.

Enter planned duration

UN Unit H

9. Confirm your entries with Enter.

The planned costs are determined automatically from the planned working time in line with the costs rates maintained (for the combination of cost center and activity type). In addition to the automatic calculation of costs during saving the document, you can

calculate the costs manually choosing . You can display these costs on the Costs tab page.

The working time can be different from the duration. For example, activity: assembly of an object; Amount of work: 8 hours; Activity duration: 4 hours; Number of persons: 2 (people). The working time is greater than the duration, since two employees carry out the activity.

10. To create a settlement rule choose Settlement Rule (Ctrl + F6)

11. You can now choose to create the settlement rule with the default rule or manual. Choose the button with default.

A screen with selection for Real Estate might appear if you have implemented note

426199, choose Enter to continue.

12. On the Maintain Settlement Rule: Overview screen, the settlement rules is defaulted If no default the settlement rules is created, make a enter the following data and confirm by choosing Enter.

Line number

Cat Settlement Receiver % Settlement type

No.

1 SDI <Enter the contract number and the line number from step 3.1> e.g. 40000023 10

100 FUL 1

2 SDI <Enter the contract number and the line number from step 3.1> e.g. 40000023 10

100 PER 2

13. Choose Back to return to the Create FM Service Order: operation Overview screen



14. To release the order choose Release (Ctrl + F1)

15. Choose Back to return to the Change Service Notification: FM Problem Notific. screen.

16. Save the problem notification by choosing Save (ctrl. + S).

13. Make a note of the Service order number: _______________________________.


ResultThe Service Order has now been created based on the Notification. Further more the order was released when save.

5. Create an Order ConfirmationUseIn this activity, the technician responsible report back the time used for this maintenance order.


SAP MenuLogistics Customer Service Service Processing Confirmation Entry Individual Confirmation (Time)


2. Enter the number of the service order and confirm your entry with Enter.

3. Now you can enter the time that was spend for this operation. On the Create PM Order Confirmation: Actual Data screen enter the actual time worked in the field Actual work e.g. 4.

4. To save the confirmation, choose Save (ctrl. + S).


ResultThe system status of the service order been updated with the actual work made for this order.

6. Closing the Service Order – Technical complete

UseIn this activity, you set the technical complete status of the service order.


SAP Menu Logistics Customer Service Service Processing Order Service Order Change




2. In field Order, Enter the service order number from previous, and choose Enter.

3. on the screen Change FM service order 4XXXXX: Central Header choose Complete (technically) (Ctrl+F12)to continue.

4. A screen window appears where additional information regarding the completion can be

updated, to continue choose Enter .


7. Settling the Service OrderUseIn this activity, you settle the actual costs of the service order to the service contract.

Note that in business operations this is a regular and automated task and does not have to be done manually.


SAP Menu Logistics Customer Service Service Processing Completion Order Settlement Settle Individually

Transaction code KO88

2. If requested, on the Controlling area field, enter BP01 and confirm your entry with Enter.



3. On the Actual Settlement: Order screen, make the following entries:


Order Enter the service order number

Parameters

Settlement period

Current period, for example: 006 for June

Fiscal year Current fiscal year

Processing options

Test run First run with test run, afterwards without

4. Choose Execute.

5. The proposed settlement is now displayed, choose Back (F3) to return to the initial screen for Actual Settlement: order.

6. In the processing options, remove the Test run indicator.

7. Choose Execute again.

8. The settlement log is displayed. Check the data and choose Back to return to the SAP Easy Access menu.

8. Creating the Billing of Contract

UseIn this activity you generate the invoice or the contract.


SAP MenuLogistics Customer Service Service Processing Completion Billing Document Process Billing Due List

Transaction code VF04

2. On the Create Billing Document initial screen, make the following entries:


Document Contract from the previous step

Billing date to Enter today’s date + 1 month

Order-related X

3. To display the billing list choose the button .

4. On the Maintain Billing Due List screen, save the proposed debit memo by choosing Save (ctrl. + S).. This generates the billing document. The number of the billing document created is



displayed in the status bar. The corresponding accounting document is created in the background.

5. To display the invoice number, mark the line and choose the button . Then mark

the line with the invoice number and choose the button Now the invoice is displayed.

The invoice has the monthly value that the billing plan has determined from the total contract value. The order value has not influence on the amount invoiced.

6. Choose Back (F3) four times to return to the SAP Easy Access menu.

9. Closing the Service Order - Business View

UseIn this activity, you complete the service order.


SAP Menu Logistics Customer Service Service Processing Order Service Order Change


2. Enter the service order number and choose Enter.

3. From the menu, choose Order Functions Complete Complete business.

4. on the screen complete choose continue (Enter) to continue.


10. Contract Item Cost ReportUseIn this activity, you display the cost for the contract item.


SAP Menu Logistics Sales and Distribution Sales Contract Display

Transaction code VA43

2. On the Display Contract: Initial Screen, make the following entries and choose Enter::


Contract Enter the contract order number

3. On the Display SLA-Contract 40xxxxx: Overview screen Mark the line item and goto the menu choose Environment Cost report

4. on the Plan/actual Comparison screen the cost for the line is displayed



The Cost report is a Plan/Actual report comparing the planed cost/revenue values defined for the service contract billing plan, with the actual values that the customer is billed. The Revenue is illustrated with a “-“ in front of the planned/Actual value as the basis for the report is cost.

More over the report displays the Plan/Actual variance that is, the values according to plan the customer will be billed in the future.

The Report is a cost element report which means that the values are showed per account.

5. Choose Back (F3) to return to the Display SLA-Contract 40xxxxx: Overview screen.

6. Choose Back twice to return to the SAP Easy
