Resource Planning for a CRM Service Order

SAP Multiresource Scheduling enables you to plan service order items from your SAP Customer Relationship Management (CRM) system as demands. On the user interface of the scheduler workplace, you can assign suitable personnel resources to the demand and create an assignment.

Prerequisites

You have implemented Business Add-In (BAdI) CRM_SRV_SDL in your SAP CRM system with an implementation relevant for SAP Multiresource Scheduling.

You have released at least one item in the service order of your SAP CRM system.

In Customizing for SAP Multiresource Scheduling, you have maintained the following IMG activities under Sources of Demand CRM Service Orders :

Determine CRM Service Orders for Resource Planning
Define Date Types for Demand
Determine Usage Site of Service Order

In Customizing for SAP Multiresource Scheduling, you have maintained the IMG activity Configure Multiple Back-End Systems under Basic Settings.

Features

You can plan resources for the item of a CRM service order. For more information, see Resource Planning for an Order.

Note
If you want to use employees from HR, you must have defined them in CRM as business partners with the role Employee.

End of the note.
During planning, the system automatically calculates the travel times for the CRM demand.
For more information, see Inclusion of Travel Times.
You can use the optimizer for resource planning. For more information, see Optimizer for Resource Planning.
.
You can use custom qualifications in SAP Multiresource Scheduling. For more information, see Functions for SAP Multiresource Scheduling Qualifications.

Constraints

You cannot change CRM demands after they have been transferred to the planning board.

You cannot use SAP Multiresource Scheduling profiles.

Tool resources cannot be used to plan CRM service orders.

Assignments cannot be created automatically for CRM service orders.