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Function documentationService Order Quotations Locate this document in the navigation structure

 

Service order quotations (hereafter referred to as a “quotations”) are legally binding offers with fixed conditions, made to a customer for the performance of services or for the delivery of spare parts. Quotations allow customers to inform themselves about prices and delivery conditions before placing an order. They also enable providers to plan for anticipated services orders at an early stage and get an overview of the expected costs and revenues.

Within the validity period of a quotation the customer has the option of agreeing a service order with specific conditions in reference to the quotation.

You can also use document a customer inquiry for a quotation by using a quotation transaction with items that are defined as inquiry items (see “Prerequisites” below).

Note Note

The user interface for service order quotations is a configuration of the component for service orders.

End of the note.

Integration

Business Transactions

Depending on your Customizing settings, you can:

  • Create a service order from a quotation or customer inquiry, as a follow-up transaction

  • Create a quotation or customer inquiry as a follow-up transaction of a service order template

  • Create a quotation as a follow-up transaction of a customer inquiry

SAP NetWeaver Business Intelligence (BI)

If you have an integrated SAP NetWeaver BI system, you can use predefined or customer-defined BI Content to evaluate, for example, which quotations are accepted or rejected, and the reasons for this. For more information, see the SAP Library under   SAP Customer Relationship Management   Analytics   BI Content   Service Analyses  .

Prerequisites

You have configured your quotation transaction(s) in Customizing for Customer Relationship Management, by choosing   Transactions   Basic Settings  .

Transaction Types and Item Categories

Service order quotations are predefined as follows in the standard system:

  • Transaction type SRVQ (and SRVP for package quotations)

  • Item categories:

    • SRQP for service items

    • SRQM for service part items

    • SRQS for sales items

    • SRQE for expense items

If the settings for these Customizing objects do not reflect your business requirements, you can copy them and modify the copies.

Inquiry and Quotation Items

You define whether an item is an inquiry or a quotation in the activity Define Item Categories, by choosing the required item categories and the business transaction category Sales. In the Customizing Item view, specify in the Relevance for Quotation field whether the item is an initial inquiry or an initial quotation.

In the above activity, ensure that the value in the Subsequ. Processing field is Quotation is copied to subsequent document.

Note Note

A quotation cannot contain both quotation and inquiry items.

End of the note.
Package Items

If you want to enable packages to be included in quotation items, set the indicator Package Explosion in your transaction type and item category. This setting is not relevant for expense items.

Features

Quotation and Inquiry Processing

You process quotations on the Service Order Quotations page, and inquiries on the Service Orders page.

Details of Services to be Rendered

In a quotation, you can enter the following key information:

  • Products (representing services, service parts, products sold, and expenses)

    For more information, see Products in Service Transactions.

  • Reference objects for the service

    You can update information for an installed base if, for example, the customer reports a change to an installed base when requesting a quotation for a service.

  • Categories that provide technical information relevant to the service

    Categories are defined using Multi-Level Categorization.

Packages

If you have made the appropriate setting (see “Prerequisites” above) you can include packages in a quotation item. For more information about packages, see Packages and Products with Dependent Components.

Contract Determination

The system can determine valid service contracts for reference in a quotation. If you reference a service contract, details from the contract are automatically copied to the quotation. For more information, see Service Contract Determination.

Warranty Check

You can set up warranty checking to automatically determine valid warranties for reference objects. For more information, see Warranty Check for Coverage of Services.

Counters and Readings

You can record counter readings for installed base components and objects

Pricing

Pricing takes place using the generic SAP CRM pricing functions. For more information, see Pricing.

You can use an accounting indicator in a quotation item to determine different prices for products, based on absolute or percentage discounts and surcharges for services performed under warranty. You define discounts and surcharges in pricing conditions.

Cost Allocation

You can use an accounting indicator in a quotation item to determine the settlement receiver of costs. For example, in the case that a service is covered by a warranty, you may want the quality management department to be the receiver, and in the case of a free-of-charge repair, you may want the sales department to be the receiver instead of the executing cost center.

Activities

Create Service Order for Accepted Quotation Items

When a customer accepts quotation items you can create a follow-up service order and copy the accepted items into this. When you copy items to a service order, they are automatically marked as accepted in the quotation.

Complete Quotation

Quotations are automatically set to Completed in the following cases:

  • When the validity has expired

  • When all quotation items have been copied to follow-up service orders

You can also manually set the status Completed if the quotation is rejected by the customer.