Service Contract Quotations
Service contract quotations are legally binding offers to a customer for the purpose of defining the services in a service contract.
A service contract quotation can be of use to both customers and providers. It gives customers the chance to get information about prices and delivery conditions to enable them to make decisions, while at the same time, providers can include the expected services at an early stage in their planning and get an overview of the expected costs and revenues.
Within the validity period of a service contract quotation, the customer has the option of agreeing to a service contract for specific conditions with reference to the quotation.
Contract quotations are business transactions in service with the leading business transaction category
Service Contract. Service quotations are only identified as such by the system status
This function is available in CRM WebClient UI and Interaction Center WebClient.
Quotation data is not forwarded to SAP ERP, since it is not relevant for billing or controlling, for example.
However, it is possible to send the data to SAP NetWeaver Business Intelligence. There you can perform analyses, to evaluate, for example, which quotations were accepted or rejected and the corresponding reasons for these decisions.
Define Quotations as Transaction Types in Customizing
If you want to use contract quotations, you must define service contract quotations as transaction types in Customizing. Assign the leading business transaction category
Service Contract. The following transaction types are available in the standard system.
Service Contract Quotation
Usage-Based Service Quotation
Make this setting in Customizing under.
Define Default Values in Customizing
You maintain default values for quotations in Customizing for
Customer Relationship Management under .
Choose the item category you require (standard system: SCNQ –
Service Contract Quotation and USCA –
Usage-Based Service Quotation Item) and then choose business transaction type
Customizing Item view, in section
Quotation Data, edit the following field:
Relevance for Quotation
If you choose
Initially a Quotation and enter a transaction with this item category, the transaction items have the status
You create quotations using
Service Contract Quotation.
You create a service contract from a service contract quotation with the
Accept button. You can delete your acceptance by using the change process Cancel Certificate of Acceptance.
A usage-based contract can also be generated from a quotation using action
UBB: Generate Certificate of Acceptance in Background, which can be scheduled. For more information, see Certificate of Acceptance.
A quotation is completed (status
Following a customer rejection
After it has been copied to a service contract
You can copy date fields from service contract quotations to service contracts. For example, if the contract start date and the contract end date are already specified in the service contract quotation, the dates are copied if a follow-up service contract is created.
To use this function, you must implement SAP Note 2110739. The SAP Note contains the business add-in (BAdI) implementation
SERV_CONT_QUOTEfor the BAdI
CRM_COPY_BADI. The BAdI implementation includes the copying routine SCQTSC.
After implementing SAP Note 2110739, you must assign the copying routine
SCQTSCto the relevant transaction types and item categories. You do this in Customizing for Customer Relationship Management under :
Define Copying Control for Transaction Typesand
Define Copying Control for Item Categories.
CRM_COPY_BADIis located in Customizing for
Customer Relationship Managementunder .
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