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 Business Context: SAP Smart Business for Sales Order Fulfillment Locate this document in the navigation structure

Description

With SAP Smart Business for Sales Order Fulfillment, you can address problems arising during the sales order fulfillment process. The application allows you, as an internal sales representative, to manage, monitor, and collaborate on solutions to resolve issues. Examples of issues are missing documents, missing or unconfirmed information, and various types of blocks.

You can use the application to search for specific sales orders. You can also filter the list of issues according to the stage at which it occurs. The stages are as follows:

  • In order

  • In supply

  • In delivery

  • In invoice

Process Flow: Alternative Way to Resolve Issues

From the main issue list you can either navigate to the issue details screen and solve the issues one after another, or navigate to the Process Flow and resolve the issues from there one after another in the context of the business objects, such as the sales order, the delivery and the invoice.

The process flow allows you to get a quick overview of the complete process where you can see the issues in the context of the business objects close-by. You can see for example at one glance, whether products have been partially delivered and not invoiced and the reason why that did not happen yet. You can resolve the issues now from within the process flow and can see the status of the process stage, for example all issues in sales orders, moving graphically from red to green, if you have resolved all issues.

Functions for All Issue Types

You can do the following to address any issue type:

  • Use integrated SAP Jam functionality to communicate with internal contacts

    This allows you to exchange information with experts to resolve issues. SAP Jam sends a link that leads your expert directly to the issue you want to resolve. After reviewing the issue, your contact can document the solution.

  • Display contact details for both internal and external contacts

  • Display and upload attachments

  • Display and create notes

    You can use notes to track the progress of an issue on sales order level. This allows you to see at any time what has already been done, and allows others to get up to speed quickly.

  • Display process details screen with document status, such as invoiced or shipped, and the sales order items

  • Call up the following types of fact sheets:

    • Sold-To

    • Ship-To

    • Vendor

    • Material

    • Sales Order

    • Delivery

    • Invoice

    • Purchase Order

    • Production Order

    • Process Order

  • For the following issue types (Resolve Incomplete Data in Sales Orders, Resolve Billing Block in Sales Orders, Resolve Delivery Block in Sales Orders, Resolve Credit Block in Sales Orders, Resolve Delivery Issue in Sales Orders, Resolve Unconfirmed Quantities in Sales Orders) with Open In, you can navigate to the back-end system to change the sales order (transaction VA02):

    For the following issue types (Resolve Credit Block in Delivery, Resolve Shipping Issue in Delivery, Resolve Shipping Block in Delivery, Resolve Invoicing Issue for Delivery) with Open In, you can navigate to the back-end system to change the outbound delivery (transaction VL02N):

    For the issue type Resolve Accounting Issue for Invoice, with Open In, you can navigate to the back-end system to change the billing document (transaction VF02).

    For the issue types Resolve Credit Block in Sales Orders and Resolve Credit Block in Deliveries, with Open In, you can navigate to the back-end system to display the customer credit account (transaction FD33).

    For the issues in supply (Monitor Manufacturing Issue and Monitor Purchasing Issue), you can navigate to the back-end system to display the process order (COR3) or production order (CO03) or the purchase order (ME23N).

    Note Note

    With Open In you open a new window. Therefore check the settings for the Pop-Up Blocker in your internet options.

    End of the note.

  • If you cannot resolve a temporary block for a sales order related issue, you can also reject a sales order on the header level for the issue types Incomplete Data in Sales Orders (SO01), Delivery Blocks in Sales Orders (SO02), Credit Blocks in Sales Orders (SO03), Billing Blocks in Sales Orders (SO04), Delivery Issues in Sales Orders (SO05) and Unconfirmed Quantities in Sales Orders (SO06). All issues specific for the sales order will be rejected, too. Issues in deliveries and invoicing issues will still be existing. If you reject a sales order, sales order items that do not have issues will be rejected, too.

  • If you cannot resolve a temporary block for a sales order item related issue, for the issue types Incomplete Data in Sales Orders (SO01), Delivery Blocks in Sales Orders (SO02), Billing Blocks in Sales Orders (SO04), Delivery Issues in Sales Orders (SO05) and Unconfirmed Quantities in Sales Orders (SO06), you can also reject one or more sales order items.

    A sales order item can be listed for more than one of the above mentioned issue types. Thus it can happen, that the status of a sales order item listed for one issue type does not match the status of the same sales order item listed in a different issue type. To update the status information of such a rejected item, you can refresh the screen.

    Along with the status Rejected or Solved, the overall issue status can be Solved/Rejected, if the issue is completed and either the sales order header and/or the sales order items are solved and at least one sales order item is rejected. This is to show that you completed the issue with the sales order by solving the header and/or the items and additonally by rejecting at least one sales order item.

Issues in the Sales Order

Resolve Incomplete Data in Sales Orders

You can provide missing data for sales orders. You can do this by, for example, contacting an expert to provide the missing information.

You can also do the following:

  • Display header with completeness indicators, and information on delivery and shipping

  • Display items with completeness indicators and item details, and additional information such as delivery quantities and shipping plan

  • Reject a sales order and reject multiple sales order items

Resolve Billing Block in Sales Orders

You can address billing blocks that prevent sales orders from proceeding. Sales orders can be blocked by, for example, missing calculations or payment terms that have changed. You can remove the billing block, or contact an expert from financial accounting, for example, to clarify the billing block reason.

You can also do the following:

  • Display header information and the list of blocked items

  • Display details for each blocked item

  • Remove the billing block on header level and/or item level

  • Check and edit the payment terms on header and/or item level

  • Reject a sales order and reject multiple sales order items

Resolve Delivery Block in Sales Orders

You can address delivery blocks that prevent sales orders from proceeding. The delivery can be blocked for political reasons, for example. You can remove the delivery block, or contact an expert to clarify the delivery block reason.

You can also do the following:

  • Display header information and the list of blocked items

  • Display details for each blocked item

  • Remove the delivery block on header level and/or item level

  • Reject a sales order and reject multiple sales order items

Resolve Credit Block in Sales Orders

You can address credit blocks in sales orders that prevent them from proceeding. You can contact a credit representative, for example, to determine whether or not they can increase the credit limit for the customer.

You can also do the following:

  • Display credit information for blocked sales orders such as credit limit and credit exposure of the customer.

  • Display detailed credit account information such as payment history of the customer.

  • Release the credit

  • Re-check the credit limit to see if the sales order can be fulfilled

  • Reject the sales order

Resolve Delivery Issues for Sales Orders

You can address issues that prevent the delivery of ordered products. You can check sales orders where the confirmed delivery date is overdue or close to due, and create the delivery for items that belong to those sales orders. You can create the delivery for the sales orders listed, or contact an expert from warehouse management, for example, to find out why the delivery has not been created yet.

You can also do the following:

  • Display information about shipping and delivery, and related customer details

  • Navigate to specific items in the sales order

  • Create a delivery for selected items of a sales order from the item detail screen

  • Create an alternative delivery for multiple items of a sales order

    You can choose several sales order items and create a delivery for them. The delivery is created for the latest delivery date of all items selected. With Select All you can also mark all items and create a delivery for all sales order items. The status of the sales order header in the overall view of sales orders is updated to Issue Solved, if the delivery could be created successfully for all items.

  • Reject a sales order and reject multiple sales order items

Resolve Unconfirmed Quantities in Sales Orders

You can confirm quantities of products to allow further processing of sales orders. You can check if the ordered quantity is available in the delivering plant and if it is, confirm the ordered quantities.

You can also do the following:

  • Display information about shipping and delivery, and related customer details

  • Navigate to specific items in the sales order

  • Reject a sales order and reject multiple sales order items

Issues in Supply

You can monitor supply issues that are individually assigned to the sales order, that means block procurement of products. You either buy the products or you produce the products yourself. You can review the status of procurement and contact the involved parties.

Monitor Purchasing Issue in Supply

You can monitor issues with purchase orders. You can contact an expert to provide missing information.

You can also do the following:

  • Display header with status of overdue items, such as Items Pending for Goods Receipt, and information on purchasing

  • Display items with delivery schedule and purchasing item details, and additional information such as delivery quantities and delivery and invoice status

With Open In, you can navigate to the back-end system and display the purchase order (transaction ME23N).

Monitor Manufacturing Issue in Supply

You can monitor issues with production and process orders. You can contact an expert to provide missing information.

You can also do the following:

  • Display header with manufacturing details, such as production start and finish dates, sales order and customer details

With Open In, you can navigate to the back-end system and display the production order (transaction CO03) or process order (COR3).

Issues in Delivery

Resolve Credit Block in Delivery

You can address credit blocks in the delivery phase that prevent sales orders from proceeding. You can contact a credit representative, for example, to determine whether or not they can increase the credit limit for the customer.

You can also do the following:

  • Display credit information for blocked sales orders in delivery such as credit limit and credit exposure of the customer.

  • Display detailed credit account information such as payment history of the customer.

  • Release the credit

  • Re-check the credit limit for the delivery to see if the delivery can be released for shipping

Resolve Incomplete Deliveries

You can provide missing data for deliveries. You can do this by, for example, contacting an expert to provide the missing information.

You can also do the following:

  • Display header with completeness indicators, and information on delivery and shipping

  • Display items with completeness indicators and item details, and additional information such as delivery quantities

Resolve Shipping Issue in Delivery

You can address deliveries with an incorrect or missing post goods issue status. The post goods issue status indicates that the goods in the delivery have been shipped.

You can do the following:

  • Display shipping and delivery information for outbound deliveries that have not been shipped

  • Trigger the shipping process once the problem is identified

Resolve Shipping Block in Delivery

You can address shipping blocks that prevent a delivery from shipping. The delivery of the sales order can be blocked because export papers are missing, for example. You can remove the shipping block, or contact a warehouse clerk or a purchaser at customer site, for example, to clarify the shipping block reason.

You can also display delivery and shipping details.

Issues in the Invoice

You can resolve pending accounting or invoice issues that block delivery for invoicing. You can look up the reasons for the blocked delivery, contact the involved parties, and then manually resume the invoicing process by creating an invoice or accounting document.

Resolve Invoicing Issue for Delivery

You can review delivery, invoice, and customer information linked to a delivery for which no invoice was created. You can manually trigger the invoice creation process that allows the delivery process to continue to the next step.

Resolve Accounting Issue for Invoice

You can review information for an invoice for which no accounting information was created. For example, the customer invoice may not have been transferred to accounting. Once you have identified the reason, you can manually trigger the creation of the accounting document that allows the invoicing process to continue to the next step.