Service Process

 

Definition

 

Business transaction that is used to represent services in the system. From a business point of view, a service process can have the characteristics of an order or can be used for entering an inquiry.

The business transaction category is BUS2000116.

 

Use

 

You can classify the service process using different business transaction types and apply it according to the your company’s business process. The standard system contains different transaction types for the individual channels.

If these transaction types are not adequate for the representation of your business processes, you can define your own transaction types in Customizing by choosing Customer Relationship Management ® Transactions ® Basic Settings ® Define Transaction Types. For each transaction type, you can define the different attributes that are required for a business process.

 

Structure

 

As with all other CRM documents, the service process consists of header and item data.

 

Specifics of the SAP GUI for Windows

There are three different views for the service process. The Fast Entry view contains header data and an item, the Item Details view only contains item data and the Transaction Data view only contains header data.  

 

Fast Entry View

The header data in the upper screen area contains a transaction number, a transaction description, a pushbutton for changing the status, the most important partners, dates and some additional information for the entire transaction. You can enter an item in the lower screen area of the Fast Entry view. If you want to enter additional items, you can do so in the Item Details view.

 

Item Details View

In the upper screen area of the Item Details view, you see the four tab pages Overview, Services, Spare Parts and Sales. Detailed information about the individual item, for example, status, prices, partner and dates, is available on the tab pages in the lower screen area.

 

Transaction Data View

In the Transaction Data view, you can see detailed information about the header data, for example, organizational data, status of the confirmation document, partner data.

You must use the following partners in the service process:

·         Sold-to party

·         Service team

·         Contact person

·         Service recipient/ship-to party

If you want to use billing, you must also specify a bill-to party and a payer.