Creating a Product Service Letter 

Use

Product service letters are documents that contain previously identified or predictable defects in a product and the instructions for the execution of services necessary to eliminate these defects.

In service recall processing, the product service letter is used to list the individual objects that are affected by the recall action. Used together with the service recall order, the product service letter makes it possible for the customer to request particular service parts in their maximum permitted quantities for every object affected, for example, computers or cars, without being charged.  

Integration

When you create a recall order, you have to specify the related product service letter. When the product service letter is used in the recall order, it is locked for other transactions. The system copies data, such as price agreements, from the product service letter, as well as product data for the service parts from the related sales order template to the service recall order.

Features

When you create a recall order, you specify the related product service letter. In service recall processing, the product service letter contains details of the target group, the individual objects that are affected by the recall action, and a reference to the sales order template.

For more information, see Product Service Letter Management.

There are two different views for the product service letter:

The Fast Entry view contains some of the header data including a product validity area, and the Transaction Data view contains all header data.

Fast Entry View

Both the upper and lower screen areas contain header data only.

The upper screen area consists of the transaction ID, status, and transaction description.

The lower screen area contains the first product validity definition for the product service letter, validity dates, and additional information that is relevant for the entire transaction.

Item Data View

In this screen area, you enter the individual objects in the field Product ID for which the various service parts should be exchanged.

When you enter an individual object, the system checks its status. It is only possible to enter individual objects with status Open. When the service recall order is saved, the status of the individual object is changed in the product service letter, and it can no longer be used.

Transaction Data View

This view contains detailed information on header data, such as texts, status values, actions, dates, price agreements, and business partner details. On the Relationships tab page, you have to enter a sales order template that contains the products to be delivered and the related quantities and units of measure for each individual object.

Activities

●     To create a product service letter, choose SAP CRM SAP Menu ® Service ® Maintain Product Service Letter. Use the transaction type PSLS (provided as standard) as a template for the product service letter. All necessary settings exist for this transaction type. To create your own transaction types, use the IMG activity Define Transaction Types at SAP Implementation Guide (IMG) ® Customer Relationship Management ® Transactions ® Basic Settings.

●     Enter the individual objects, sold-to party, and organizational data.

●     Switch to the Transaction Data view.

●     Choose the Relationships tab page.

●     Enter the ID of the sales order template.

●     Release the product service letter for use in service recall processing.