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Function documentationService 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 Quotation.

This function is available in CRM WebClient UI and Interaction Center WebClient.

Integration

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.

Prerequisites

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.

  • SCQ – Service Contract Quotation

  • USCA – Usage-Based Service Quotation

Make this setting in Customizing under Start of the navigation path Customer Relationship Management Next navigation stepTransactions Next navigation stepBasic Settings Next navigation stepDefine Transaction Types End of the navigation path.

Define Default Values in Customizing

You maintain default values for quotations in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation stepBasic Settings Next navigation stepDefine Item Categories End of the navigation path.

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 Sales.

In the 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 Quotation.

Activities

Create Quotation

You create quotations using Service Contract Quotation.

Accept 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.

Complete Quotation

A quotation is completed (status Completed):

  • 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 2110739Information published on SAP site. The SAP Note contains the business add-in (BAdI) implementation SERV_CONT_QUOTE for the BAdI CRM_COPY_BADI. The BAdI implementation includes the copying routine SCQTSC.

    After implementing SAP Note 2110739Information published on SAP site, you must assign the copying routine SCQTSC to the relevant transaction types and item categories. You do this in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation stepBasic Settings Next navigation stepCopying Control for Business Transactions End of the navigation path: Define Copying Control for Transaction Types and Define Copying Control for Item Categories.

    The BAdI CRM_COPY_BADI is located in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation stepBasic Settings Next navigation stepCopying Control for Business Transactions Next navigation stepBAdI: Enhancements for Copying Control End of the navigation path.

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