Service
Service
Content
Service
Generic Functions in Service
Item Hierarchies
Subject Profiles in Service Transactions
Status Reasons
Service Order Templates
Template References
Products in Service Transactions
Tool
Inheritance of Reference Objects and Categorizations in Transactions
Prediction of Service Parts and Service Duration
Service Contract Determination
Warranty Check for Coverage of Services
Counters and Readings
Planned Costs from SAP ERP
Controlling Integration
Mass-Object Controlling
Single-Object Controlling
Standard Cost Estimates for Single-Object Controlling
Settlement in Single-Object Controlling
Accounting Indicators in Single-Object Controlling
Cockpit for Controlling Integration
Controlling for Account Assignment Objects
Validation of User Input
Amount Allocation with SAP ERP Integration
Accounting Indicator
Creation of Splitting Rules
Repostings
Extended Service Process Analysis in SAP ECC
Logistics Integration
Logistics Integration in the Procurement Process
Customizing for Logistics Integration in Procurement
Logistics Integration in the Material Withdrawal Process
Logistics Integration in Delivery-Relevant Processes
Logistics Integration in the Scrapping Process
Billing of Services
External Billing of Service Transactions in SAP ECC
Revenue Accounting Integration
Revenue Accounting Integration
Revenue Accounting Data Migration
Automatic Credit Check
Rule-Based Dispatching of Service Transactions
Service Monitor
Transaction Analyzer
Service Contract Management
Service Agreements
Service Contract Templates
Service Contract Quotations
Service Contracts
Service Contract Item
Service and Product List
Service Level Agreements (SLA)
Service Level Agreement (SLA) Determination
Service Level Metrics (SLA Metrics)
Object List
Service Contract (Value/Quantity)
Performing Change Processes
Change Processes
Mass Change Processes
Overview of Change Processes
Change of Sold-To Party
Contract Renewal - Entire Contract
Contract Renewal - One Item Only
Cancel Last Change Process
Cancel Certificate of Acceptance
Change of Other Partners
Stop Billing
Resume Billing
Change of Service Product
Contract Termination
Change of Quantity/Value
Change of Service Level Agreement (Change of SLA)
Service Contract Determination
Revenue Recognition for Service Contracts with SAP ERP Integration
Customizing for Revenue Recognition with SAP ERP Integration
Service Contracts (Usage-Based)
Usage-Based Service Contract Processing
Usage-Based Service Contract
Service Contract Item
Service and Product List
Service Level Agreements (SLA)
Object List
Billing Plan
Control Data
Credit Overview
Certificate of Acceptance
Inception of Usage-Based Service Contracts
Pool Contract
Single Pool Contract
Aggregate Contract
Pool Prebilling
Executing Change Processes
Change Processes
Mass Change Processes
Overview of Change Processes
Change of Sold-To Party
Contract Renewal - Entire Contract
Contract Renewal - One Item Only
Cancel Last Change Process
Cancel Certificate of Acceptance
Change of Other Partners
Cancel Inception of an Item in a Service Contract
Change of Location
Change of Physical Product
Purchase
Stop Accounting
Resume Accounting
Stop Billing
Resume Billing
Change of Service Product
Contract Termination
Change of Service Level Agreement (Change of SLA)
Pool Linkage
Creating the Pool Linkage
Creating a Rule-Based Pool Linkage
Change and Cancel Pool Linkage
Change Billing Plan Periodicity for Pool Contracts and Undo Changes
Collective Termination of Pool Linkage
Service Contract Determination
Usage Determination
Usage Recording with Counter Readings
Reading Reminders
Usage-Based Billing
Price Agreements in Contracts
Actions for Contracts
Cancellation
Completion Rules
Dates in Business Transactions
Contract Renewal
Automatic Release of Contracts
Service Plans
Service Plan in Service Contract
Product Proposal for Service Plan Item
Service Intervals
Scheduling Type
Templates for Service Intervals
Scheduling and Generating Follow-Up Transactions
Scheduling for Counter-Based Service Intervals
Simulating Service Plans
Warranty Management
Warranty
Warranty Maintenance
Warranty Assignment
Warranty Check for Coverage of Services
Automatic Warranty Creation
Warranty Analysis in SAP NetWeaver Business Intelligence
Warranty Claim Processing
Creation of Outbound Warranty Claims
Creation of Inbound Warranty Claims
Integration of Outbound Warranty Claims with Service Transactions
Definition of Checking Rules with the Formula Builder
Product Service Letters
Creating a Product Service Letter
Create Product Service Letter Items
Create a Service Order From a PSL Item
Select a Product Service Letter From a Service Order
Product Service Letters in the Customer Portal
Recall Processing of Service Parts with Product Service Letters
Functions and Master Data in the Product Service Letter
Content of a Product Service Letter
Customizing for the Product Service Letter
Dates in the Product Service Letter
Actions in the Product Service Letter
Package Quotations
Product Proposals in Package Quotations
Service Orders and Quotations
Service Order Quotations
Service Orders
Visualization of Products and Work Instructions in Service Orders
Dates in Service Orders and Service Order Quotations
Service Request Management
IT Service Management
IT Item
Service Request
Incident
Problem
Request for Change
Item Determination
Business Context
Setting up Service Request Transactions
Information Flow
Gathering Information about Contacts and Customers
Notification Framework
Subscribing
Technical Processing of Subscriptions
Administrating the Notification Framework
Customizing of Notification Framework
Authorization Concept for the Notification Framework
Sending E-Mails
Bulletin Board
Editing Bulletins
Mass Processing of Bulletins
Customizing of Bulletin Board
Bulleting Board Authorizations
Monitoring Service Requests
Searching for Service Requests
Transaction Ranking
Processing Service Requests
Forwarding Service Requests
Creating Follow-Up Service Requests
Fast Access to Actions on Service Requests
Checklist
Customizing of Checklists
Calculation of Checklist Step Duration
Automatic Checklist Determination
Text Management in Service Requests
Editing Notes
Handling Notes
Visibility of Attachments
Processing Log
Management of Objectives
Management of Processing Times
Processing Time
Determination of Response Times
Example: Applying Response Times to the Availability Times
Evaluation of Thresholds
Adaption of Time Calculation Rules
Standard Checks and Calculations
Configure the User Interface
Service Level Agreements (SLA)
Service Level Agreement (SLA) Determination
Service Level Metrics (SLA Metrics)
Duration and Date Recording for Service Requests
Time Recording
Escalation of Service Requests
Web Requests
Setting Up Web Requests
Templates for Web Requests
Request Data Structure
Views and Authorization Concept
Layout Maintenance for BSP-Based Web Requests
JavaScript in Web Requests
Server-Page Scripting Instructions: Layout Definition
Server-Page Scripting Instructions: Event Control
Layout of a BSP-Based Web Request
Setting as Stateless or Stateful Web Request
Migrating from Stateful BSP Applications to Stateless
Layout Maintenance for Adobe-Based Request Forms
Business Rule Framework for Web Requests
Error Handling in the Web Request Form
Messages with Field Reference
Formatting Incorrect Fields
Saving Incorrect Request Data
Persistent Error Messages
Customer-Specific Message Parameters
External Interface
Digital Signature for Web Requests
Interaction Using Transaction Instance
SAP Demo Requests
Request for Parking Permit
Request for Parking Permit for Third Party
Request for Parking Permit with Digital Signature
Request for Parking Permit Without Item
Request with Pricing
Web Request as Service Transaction
Setting Up Web Requests as Service Transactions
Web Services for Self-Registration and Master Data Changes
Complaints and Returns
Complaint Creation
Creation of Quality Notifications in SAP ERP
Serial Number Entry in Complaints and Returns
Exclusion Checks
Complaints with Reference to Billing Documents
Customizing for Complaints with Reference to Billing Documents
Examples of Complaints with Reference to Billing Documents
Creation of Complaints with Reference to Billing Documents
Complaint Creation with Reference to an ERP Handling Unit
Investigation
Actions for Complaints Items Without Returns
Billing Item Check for Complaints with Reference to Billing Documents
Returns Authorization
Using Complaints and Returns to Update Sales Contracts
Inventory Adjustments Using Complaints
Complaints with Reference to Trade Promotions
Complaints and Returns with Reference to Point-of-Sale Transactions
Returns
Customizing for Returns
Creating Returns
Service Recall Processing: Returning Service Parts
Serial Number Entry in Complaints and Returns
Investigation
Returns Authorization
Location Determination
Using Complaints and Returns to Update Sales Contracts
Used Part Returns
Creation of Used Part Returns
Exchange Group for Used Part Returns
Returns Authorization
Location Determination
SPM Functions in Complaints and Returns
Returns Authorization with Activated System Configuration for SPM
Quality Inspection
Entitlements Check
Follow-Up Activities for the Logistical Process
Customizing for Follow-Up Activities
Complaints Processing After Third-Party Order Processing (TPOP)
Complaints for External Products
Location Determination with Active System Configuration for SPM
Grievances
Data Exchange for Complaints: SAP CRM - SAP ERP
Complaints with Integration in SAP ERP Advanced Returns Management
Creating Complaints with Integration in SAP ERP Advanced Returns Management
Application Cases for Complaints with Integration in SAP ERP Advanced Returns Management
In-House Repair Orders
Creation of In-House Repair Orders
Serial Number Entry in Complaints and Returns
Data Exchange for Complaints: SAP CRM - SAP ERP
Logistics Integration
Logistics Integration in the Procurement Process
Customizing for Logistics Integration in Procurement
Logistics Integration in the Material Withdrawal Process
Logistics Integration in Delivery-Relevant Processes
Logistics Integration in the Scrapping Process
Service Confirmations
Creation of Service Confirmations
Serial Number Entry in Service Confirmations
Statuses in the Service Confirmation
Data Exchange for Service Confirmations: SAP CRM - SAP ERP
Logistics Integration in the Material Withdrawal Process
Service Resource Planning
Integration in Service Order Items
Integration with cProjects
Multilevel Staffing of Project Roles
Integration with SAP ERP HCM
Authorizations
Find and Rank
Personalization
Resources
Maintain Employees
Maintain Service Providers
Overtime and Capacity Rules
Searching for Resources
Find Suitable Demands
Resource View
Weekly View
Gantt View
Service Arrangements
Service Arrangements for Employees
Service Arrangements for Service Providers
Service Arrangement Detail
Availability
Capacity
Service Area
Qualifications
Change History for Service Arrangements
Demands
Searching for Demands
Find Suitable Resources
Time Allocations
Time Allocation: Basic Availability
Time Allocation: Extraordinary Availability
Initial Load of Time Allocations
Assignments
Scheduling and Schedule Strategies
Create and Maintain Assignments
Replace Resource
Notify Resources
Appointment Scheduling
Locations
Map Integration
Groupware Integration
Data Flow from the WFD Server to Groupware
Data Flow from Groupware to the WFD Server
Alerts and Messages
Alert List
Messages
Analytics
Case Management
Case
Case Authorizations
Document Management
Case Processing in the Interaction Center WebClient
Expanded CRM Case Management Features
Configuring Repetitive Tasks
Displaying and Editing Time-Dependent Data
Sending E-Mails from a Case
Enhanced Authorization Control for Case Access Using ACE
Reassigning Business Partners in Linked Objects
Case Notes
Configuring Automatically Created Case Notes
Customizing Case Note Attributes
Enhancing Case Categories
Linking Related Cases
Defining a Case Closing Profile
Archiving CRM Cases
Setting the Case Search Scenario
BAdIs for CRM BAPI Parameters
Importing and Exporting Cases with XI
Using Additional Object Types with CRM Case Management
Architecture of CRM Case Management
Creating a Self-Defined Case Record Model
Integrating New Object Types into Cases
Integrating CRM Business Object Types into the Case Record Model
Integrating Non-CRM Business Object Types into Case Record Model
Integrating Additional Fields into the UI and Search Function
Analyzing Additional Fields with SAP Business Intelligence
Additional Customizing Configuration for Case Management
Integrating Multilevel Categorization
Additional BAdIs for Case Management
Enhanced Search Functionality in Cases
Actions for Subsequent Case Processing