Service Processes 
Purpose
You can use this function to represent business processes in Service in your company. In a service process, you can enter the following information which is required for service processing:
● Business partners who are involved in the performance of the service (such as customers and contact persons)
● Address information for the business partner
● Services to be performed
● Installed bases for which the services are to be performed
● Service parts required by the service employee to perform the service
Integration
The service process is integrated with the following functions:
●
Counters
●
Billing
If you use mobile
end devices, that is laptops or handhelds, service employees have the option
of downloading service processes to these devices. For detailed information
about mobile end devices, see Mobile Service or
Mobile Service
for Handheld.
● Controlling
● SAP Business Information Warehouse (SAP BW)
Features
You can use different channels to create service processes:
● By an employee in CRM Enterprise
● By an employee in the Interaction Center
● By a customer via the Internet
● By an employee on a laptop
● By an employee on a handheld
Customizing for transaction types offers you the option of adapting the Service Process to meet your company’s specific requirements to enable optimum representation and support for your business processes.
You can postprocess service processes in the SAP CRM at any time if you need to complete or change data.
You can also save incorrect or incomplete transactions in the CRM system where they will be available for postprocessing in the service process list. Transfer to the an Enterprise Resource Planning (ERP) system is only possible if the processing of a transaction has been completed and has been saved without any errors.
The system always automatically creates an activity in the background when creating a service process.