Service Confirmation Processing in CRM 

Purpose

You can use this business process to report working times, materials used, and expenses for services rendered. To simplify the task of confirmation, you can plan these confirmation items in a service process (such as a service order) or an in-house repair order. The service employee then references the process or order and copies the relevant planned items to a service confirmation document.

Confirmation data is automatically posted in integrated SAP ERP Central Component (SAP ECC) systems, updating stock, working time, and controlling data.

 

Prerequisites

A service order or in-house repair order for which you want to make a confirmation exists in SAP Customer Relationship Management (SAP CRM).

 

Process Flow

 

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       1.      Create srvc. confirmation w/reference to srvc. order/in-house repair order (SAP CRM)

You select a service order or an in-house repair order for which you want to make a confirmation. You then create a service confirmation as a follow-up document.

       2.      Select confirmation items from reference document (SAP CRM)

The system displays all service orders or in-house repair orders that are defined as relevant for confirmation. You select the items that you want to confirm and copy them to the service confirmation document. You then enter any additional items that were not part of the reference order in the service confirmation.

       3.      Check and maintain quantities and durations (SAP CRM)

You check the quantities and durations that the system has copied from the order and make any necessary changes.

       4.      Maintain expense items (SAP CRM)

You enter any expenses incurred during your service activities.

       5.      Maintain serial number for service parts (SAP CRM)

If service parts are listed in the items, maintain their serial numbers.

       6.      System validates serial numbers (SAP CRM)

       7.      Maintain codes (SAP CRM)

You can maintain predefined damage codes and reason codes. You can also enter detailed damage descriptions and descriptions of activities performed.

       8.      Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference objects, you enter the counter readings.

       9.      Check/Maintain valuation type, service type and accounting indicator (SAP CRM)

You ensure that these settings are correct in the individual service confirmation items.

Using valuation types and service types, you can determine different rates for billing, such as for weekend work, overtime, travel time, or for senior or junior service employees.

Using accounting indicators, you can differentiate between billable, non-billable, and partially billable products for pricing and controlling. Non-billable and partially billable services and service parts can include services and service parts provided under warranty or as goodwill gestures.

   10.      Perform amount allocation (SAP CRM)

You set an amount allocation to define which invoice recipient pays what part of the invoice.

   11.      Specify invoice recipients (SAP CRM)

You specify the invoice recipients for the billing amounts determined by the amount allocation.

   12.      Save and close confirmation (SAP CRM)

You save your entries and close the confirmation.

   13.      System posts goods issue for service parts (SAP ECC)

The system posts goods issue for confirmed service parts in materials management.

   14.      System transfers working time to cross-application time sheet (SAP ECC)

You can periodically transfer data from the cross-application time sheet (CATS) to Human Resources and Controlling.

   15.      System settles cost to controlling object (SAP ECC)

   16.      Set assignment status (SAP CRM)

You update the status of the assignment in the resource planning tool as soon as the data is synchronized with a mobile device. The resource planner can then set the status of the assignment to Completed.

   17.      Create billing request document (SAP CRM)

   18.      Perform amount allocation (SAP CRM)

You set an amount allocation to define which invoice recipient pays what part of the invoice.

   19.      Specify invoice recipients and amounts for billable items (SAP CRM)

   20.      Specify invoice recipients and amounts for non-billable items (SAP CRM)

   21.      Specify final cost and revenue allocations (SAP CRM)

The system specifies and adds the following costs to the service order:

¡        Expenses from personnel capacities

¡        Cost of service parts

¡        Accrued costs

The system clears sales revenue to costs and calculates the revenue allocations.

   22.      Set status for billing request items (SAP CRM)

You set the status for the billing request items to completed.