Process documentationContract Renewal

 

You can use this process to renew expiring contracts with the help of the system.

Prerequisites

  • You have used the attribute context SRV_CONT_QUOT_NOTIFY to create an e-mail form in the CRM WebClient UI.

    You can find the attribute context in Customizing for Customer Relationship Management under Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Personalized Mail Next navigation step Maintain Attribute Contexts for Mail Forms End of the navigation path. The structure is CRMS_SRV_CONT_QUOT_FIELDS.

  • You have used the template designer to create a PDF template.

  • You have generated Web services that transfer the data from the quotation into the PDF form and the acceptance of the quotation into SAP CRM.

    For more information, see Creating a Web Service.

  • You have assigned the status profile Service Contract Quotn Header (SV_CT_QT) to your transaction type for service contract quotations in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types End of the navigation path.

    You can find the status profile in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Status Management Next navigation step Define Status Profile for User Status End of the navigation path.

  • You have assigned the action profile Service Contract Quotation (SRV_CONT_QUOT_HEADER) to your transaction type for service contract quotations in Customizing activity Define Transaction Types.

    You can find the action profile in Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step Actions Next navigation step Actions in Transaction Next navigation step Change Actions and Conditions Next navigation step Define Action Profiles and Actions End of the navigation path with the following Action Definitions:

    • Sending of a Service Contract Quotation (SRV_CONT_QUOT_NOTIFY)

    • Acceptance of a Service Contract Quotation (SRV_CONT_QUOT_ACCEPT)

    You have carried out the following steps:

    • You have updated the processing time and the schedule conditions and start conditions of the actions, so that the system executes the actions at the desired time:

      Sending of a Service Contract Quotation: Processing time: processing when saving document (for example); Condition: system status Released

      Acceptance of a Service Contract Quotation: Processing time: processing when saving document (for example); Condition: user status Accepted

    • You have added the following parameters for the definition of Sending of a Service Contract Quotation (SRV_CONT_QUOT_NOTIFY). Meaning of the parameters:

      • MAIL FORM – ID of the e-mail form

      • ADOBE_PDF_TEMPLATE – ID of the PDF template

      • QUOTE_SENT_STATUS – User status that the quotation receives after sending

      • RECIPIENT_PDF – Partner function in which the e-mail address is determined

      • REPLY_EMAIL – Central e-mail address for the customer's reply

Process

The process can run as follows:

  1. Determine the contracts that are about to expire by using the search Service Contracts- Mass Changes, and select the desired contracts.

  2. Select mass change process Contract Renewal - Entire Contract (CRNH) and enter the change process parameters to extend the contracts that you selected by a certain amount of time. Execute the mass change process.

  3. To allow customers to confirm the contract extension, the system uses action Service Contract Quotation (SRV_CONT_QUOT_HEADER) to generate service contract quotations, which are sent to customers in the form of an interactive form (Adobe) via e-mail.

  4. The customer accepts the service contract quotation by communicating the confirmation of the quotation acceptance in one of the following ways:

    • The customer selects the corresponding radio button in the interactive form. This calls up a Web Service, which transfers the quotation acceptance directly to the CRM back end.

    • The customer answers using e-mail. The customer sends the e-mail to a system inbox in the CRM system. The system processes the quotation acceptance by using a Web service in the back end.

      For more information, see Customizing for Customer Relationship Management under Start of the navigation path Basic Functions Next navigation step CRM via E-Mail End of the navigation path.

  5. SAP CRM automatically updates the service contract quotation with the customer's confirmation and uses action Acceptance of a Service Contract Quotation (SRV_CONT_QUOT_ACCEPT) to generate a new service contract or update the existing service contract.