Data Exchange for Complaints: CRM Enterprise – SAP ECC 

Use

Data is transferred to SAP Enterprise Resource Planning Central Component (SAP ECC) using CRM Integration Services. This triggers subsequent processes for the complaints, returns, and in-house repair orders created in SAP CRM.

Data from complaints, returns, and in-house repair documents is transferred to the different SAP ECC components as follows:

 

SAP CRM Documents	Data Entered In SAP ECC	ECC Component
Returns request	Returns item in sales order	SAP Sales and Distribution (SAP SD)
Returns authorization	Returns item in sales order	SAP Sales and Distribution (SAP SD)
Substitute delivery	Sales order item	SAP Sales and Distribution (SAP SD)
Other follow-up documents (debit/credit memos, actions, tasks)	No data transfer	-
Billing for credit/debit	Credit posting/Debit posting	SAP Financial Accounting (SAP FI)
	Revenues	SAP Controlling (SAP CO)
Return for repair	Repair submission item in sales order	SAP Sales and Distribution (SAP SD)
Return delivery	Return delivery item in sales order	SAP Sales and Distribution (SAP SD)
Loan device delivery	Loan device delivery item in sales order	SAP Sales and Distribution (SAP SD)
Loan device pick-up	Loan device pick-up item in sales order	SAP Sales and Distribution (SAP SD)
Scrapping	Goods reposting from the sales order stock	SAP Materials Management (SAP MM)
Service part item	Reservation	SAP Materials Management (SAP MM)

 

Prerequisites

Customizing in SAP CRM for Items That Are Replicated in an SAP ECC Sales Order

●     You have defined the transaction types and item categories. For more information, see the Implementation Guide (IMG) for Customer Relationship Management and choose Transactions ® Basic Settings  ® Define Transaction Types.

The following transaction types are predefined in the standard system:

○     CRMC -     Complaints

○     CRMR -     Returns

○     REPA -     Repair

○     CLRP  -     Complaint with reference to billing document

○     UUPR -     Returns for new parts/remanufactured parts

○     UPRR -     Used part returns

The following item categories are predefined in the standard system:

○     REN    -     Returns request

○     TANN  -     Free-of-charge substitute delivery

○     RSUB -    Return for repair

○     RRET  -     Repaired goods delivery

○     LOAN  -     Loan device delivery

○     LRET  -    Loan device pick-up

○     RAIN   -     Returns authorization

If these objects do not meet your requirements, you can modify them or define new ones.

●     You have ensured that the following Customizing settings in SAP CRM and SAP Sales and Distribution are identical:

○     Transaction type (SAP CRM) and sales document type (SAP ECC) identifiers

○     Item categories

○     External number assignment for returns requests and substitute delivery items with identical number ranges

There is no automatic check to see whether the Customizing settings in SAP CRM match those in SAP ECC.

●     You have made the necessary Customizing settings for SAP CRM Billing.

Customizing in SAP ECC for Items That Are Replicated in an SAP ECC Sales Order

●     You have set up your shipping and inventory processes in Customizing.

●     You have set up your financial accounting and controlling processes in Customizing.

For detailed information about Customizing for controlling, see Data Exchange for Service Process.

Customizing for Scrapping Items in SAP CRM

For the item category for scrapping (SCRP), you have defined the parameters for the goods movement from the sales order stock.

To do so, in Customizing for Customer Relationship Management (CRM), choose Transactions ® Settings for Complaints ®Integration ® Logistics Integration ®Define Transfer Parameters for the Goods Movement.

Customizing for Service Parts Delivery in SAP CRM

●     The RMAT item category is predefined in the standard system.

●     For the scenario service parts at the service employee’s storage location, you have defined which plant and which storage location at this plant are assigned to a combination of service organization, service team, and service employee.

●     You have set up the Business Add-In: Filter for Reservation so that the items relevant for reservation are transferred for reservation in SAP ECC.

Customizing for Service Parts Delivery in SAP ECC

●     You have created logistics scenarios in SAP ECC.

●     A controlling object (internal order) must be found for the reservation in SAP ECC. You have therefore made the necessary settings in Customizing in SAP ECC by choosing Integration with Other SAP Components ® Customer Relationship Management ® Settings for Service Processing ® Controlling Integration ® Establish Controlling Type, Level, and Scenarios.

Complaints/Returns Document and In-House Repair Order

●     The document contains at least one item.

Document headers on their own are not replicated to SAP ECC.

●     The document was saved without error messages.

●     No distribution locks were set for the document.

 

Features

●     The following are replicated to SAP ECC:
Returns requests (REN)
Substitute delivery items (TANN)
Submissions for repair (RSUB)
Repair return deliveries (RRET)
Loan device deliveries (LOAN)
Loan device pick-up requests (LRET)
Returns authorizations (RAIN)

Even if the complaint/return/complaint with reference to billing documents or the in-house repair order contain different items, only one sales order is created in SAP ECC. This is because the document in SAP ECC is used primarily to trigger subsequent logistics processes.

●     Some of the logistics information is transferred back to SAP CRM from SAP ECC so that you can display the following details relating to a complaint/return or in-house repair order:

○     Status information (such as return, substitute delivery sent, or partially sent)

○     Document flow (such as shipping, goods issue and goods receipt)

○     Quantity delivered

●     Changes to returns items and substitute deliveries can only be made in the system in which they were created.

In SAP CRM, you have the option of changing documents for which data has already been transferred. Your changes are then automatically transferred to SAP ECC. For more information, see Changing Business Transactions Transferred to SAP ECC.

●     Scrapping

The scrapping item is used to post a goods issue in SAP ECC, which reduces the sales order stock.

●     Service Parts Planning in the Sales Order

You can call up availability information for service part items in SAP ECC. The availability information checks the planned quantity against the stock available in the assigned service plant.

When the document is saved, a reservation, purchase order, or purchase requisition is created in SAP ECC for the service part item, depending on the logistics scenario that is set.

Goods withdrawal follows in the confirmation, according to the logistics scenario that is set.

For more information about logistics integration and logistics scenarios, see Logistics Integration.

Activities

...

       1.      The system uses the item object type to determine whether data should be transferred to SAP ECC, and then executes the data replication.

Only items with the following item object types are replicated: returns requests, substitute deliveries, repair submissions, repair return deliveries, loan device deliveries, loan device pick-up requests, and returns authorizations. Items with the item object type CRM Customer Complaints Item are not replicated.

The subitems created in SAP CRM (item categories REN, TANN, RSUB, RRET, LOAN, LRET, and RAIN) are replicated to SAP ECC as main items.

       2.      The distribution status of the complaints document or returns document and of the in-house repair order shows whether the data exchange was performed successfully. Errors and warning messages relating to the data transfer are listed in a log.

For more information about statuses, see Status Management in Business Transactions.

       3.      You manually create goods receipts and goods issues in SAP Sales and Distribution for returns requests, substitute deliveries, repair submissions, return deliveries, loan device deliveries, and loan device pick-up requests. This triggers the automatic posting of receivables in SAP Financial Accounting (SAP FI), and the posting of the profitability segment in SAP Controlling (SAP CO).

If you post a goods receipt in SAP ECC, the status of the relevant CRM transaction item is automatically updated so that you can identify that a goods receipt has occurred.

The schedule line category and the assigned transaction type are used in SAP SDto control whether a returns item is posted directly to the unrestricted-use stock, or whether it is first posted to the inspection stock.

If you are using the Warehouse Management System in SAP SD, picking occurs using transport orders (transaction LT03).

       4.      If you generate billing documents for debit memos or credit memos created in SAP CRM, the billing amounts are posted in SAP FI. Revenues are posted to the relevant profitability segment in SAP CO.

See also:

For more information about the subsequent processes for complaints and returns in SAP ECC, see SAP Library (help.sap.com) and choose Logistics ® Sales and Distribution (SD) ® Sales (SD-SLS) ® Complaints.

For more information about possible errors that could occur during data exchange for business transactions and information about correcting errors, see SAP Note 490932.