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
The user interface for service order quotations is a configuration of the component for service orders.
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
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 .
You have configured your quotation transaction(s) in Customizing for Customer Relationship Management, by choosing
.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.
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
A quotation cannot contain both quotation and inquiry 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.
You process quotations on the Service Order Quotations page, and inquiries on the Service Orders page.
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.
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.
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.
You can set up warranty checking to automatically determine valid warranties for reference objects. For more information, see Warranty Check for Coverage of Services.
You can record counter readings for installed base components and objects
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.
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.
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.
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.