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Sap CS Study Material

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714 views132 pages

Sap CS Study Material

cs MATERIAL

Uploaded by

harish
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Standard Business Processes in SAP Customer Service Business Backgroun SAP Customer Services is a highly integrated process module which involves a strong integration of SAP PM (Plant Maintenance), SAP SD (Sales & Distribution), SAP IMM (Materials Management), SAP FLCO (Finance & Controlling modules) and other SAP Logistics modules like SAP PS, SAP LE etc. The scenarios supported in this module include Pre-sales scenario for services, Sales scenario for Services/Spares, Post Sales (Actual Service dalivery) scenarios, Special scenarios such as Warranty Claim processing, intercompany scenarios, Use of Configurable Services atc. The scenarios are most apt for Organizations thal are heavily into Service sales such as Consulting organizations Organizations offering support past sale of products, for example Automobile companies, Industrial Equipment manufacturers, Consumer Durables manufacturers and so on. 2.0 Inclusions & Exclusions in this document: Given the fact that scenarios within SAP CS can get very complex with highly integrated configurations, and various levels of permutations and combinations of transactional objects, in this document | have tried to include at least the Baseline scenarios and provide a brief insight on other possible complexities. Special scenarios like Warranty Claim processing have not been deait with in this document as that’s a separate sub-module altogether which probably should get elaborated in a separate document. However, simple usage of basic Master warranties has been mentioned in this document. Configuration aspects have been touched in certain scenarios briefly. wherever the criticality of the same has been felt necessary. It is to be noted that, same scenarios can be configured or presented in a different way by different consultants. Hence generalization of the same may not always be possible. However an effort has been made in presenting processed in closest match to SAP recommended standards, 3.0 Brief insight into SAP CS Master Data! Transactional Objects 3.1 Some essential Data Objects Technical Objects: Customer side Technical objects can be Customer Functional Location, Customer Equipment and in complex system installations an installed Base which is a hierarchical representation of the Technical Objects installed at Customer site. Mostly we use Customer Equipments as the basic object on which service processing is carried out. SAP comes with a standard Equipment category “S” whose view profile/business profile is to be configured in such a way that it includes Service relevant screen sections such as Partners, Warranty, Structure, Sales and Distribution data, Serialization data section etc. Usually these Equipments are Serialized Equipments i.e they are a culmination of a Material ID + Unique Serial No. Also, there would be a Bill of Material of such Equipments clearly highlighting the Spare parts, Assemblies which constitute the Customer Equipment. A screen snapshot of a Customer Equipment as below. Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TIL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service For Serialization of a Material and subsequent creation of an Equipment view for the Material, a Serial No. profile should have been configured in SAP and should have been assigned to the Material Master under Plant datal stor. 2 view 48 6@@ ONK SOLE MT om RDG ee ie (__rmeory__} Saas Saat enresbecea = > gant amaaane oom 2 ee eee —[_ “d@eoe Ouse DOon mn om (8. Change Equipment : Sates/Distributi HDI A cn tees omarennaets =r 2 MMW) 108 > deine om e Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TIL® E-Mail: subhrajyoti. [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service = ancy too vem ot 2 Transaction is a display list report showing Customer -> Equipment > Mat No -> Serial No mapping. You can add further fialds to the Output variant. a a “ oe = S ~@8 66a 58 Hane avakaa?emoas I in: 9 ne —~pae verre A cel en tree = =< a snei(s).100~ derntegaae | cnn. rd Task List: This is particulatly essential for plannedischeduled Maintenance senices based on a contract oF Say non-contractual work with standard Activiies/Components/External services/PRTS Transaction: Create/ChangelDisplay General Maintenance Task List = mostly used SWA0 1/MAOZ/IAD3> Create/Change/Display Equipment Task List Service Products: A Service material (Type DIEN) that usually summarizes the Service work and forms a line item of a Customer Service Sales Order or a Contract is aiso defined as a Service item at times. This is particularly the case when in the Debit memo request generated from DIP processing during RRB (Resource Related Billing), a first level summarization item is a Service Product with the actual elements of cost like Material, internal Labour etc grouped under it To generate Service Orders from Service Pians based on Service Contracts for periodic service .\n the latter case, a Task List may also be assigned to the same. Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service At first a Service Material of standard type “DIEN’ is created in transaction and then a ‘Service Product for the Service Material is created in transaction . ‘The Service Material should have its Sales views active, Sales Organizational assignment done, item Category group setting is critical for Sales document processing — tem category determination. Service Material usually have LEIS tem category group. ff the material is subject to Transfer of Requirement, then a suitable Strategy Group must be set under MRP 3 view. This will be detailed later in the document. Transaction: Material eo on om : — oo =a © "48 COG SHR OHSS mm om ae Uno temas | ese Mel oe AE On retrial enter Eat oe yom Patt atm ec inch Sd al atin and om otemcattoay [ETE] tee eo aary Aan ora © snc) 100~ semten20 ove - = oe oe ome nen a e “48 ©O@ OMB OOS om (2), Biaplay Material D200 (Sevies Ef mp Arssnieal Dats Gore Lets vated (B10 ‘eevee Gatun a - Sales Ory. ‘ERY Serves Sales Ora Me wor a same ipg tr en aeates [Sante Patel ra Marre gees Actemipmetor (SR) Same mmm cot oe 1) Seren we Oot. Remcatapor ree [HE arc wa Oo hg lat I Panett Crreanrae Hata ges | a 2 Sn) WO domed Om s Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TIL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service Transaction: Define Service Product Eyaee ese ee ae ae == © -48 Coe ONK ODHH OH Of | Crente/Procene Service Prodete, woes OBB BG wore Pe Buck Gen Th GET Rp ROY Ref. core a a fran aets Beacon = BD sm (2)1007 seme om 2 2.4 Transactional Data Objects Transactional Data Objects covering all the scenarios in this document would include: SD: Sales document: Quotation/Sales or Repair Service Order/Service Contract = SD: Delivery Document + SD: Billing document = AR: Payment document - PMCS Notifications —Service Request/ Repair Request’ Problem Notification - PMCS Order — Pre-sales planning Order! Unplanned or Planned Service Order! Repait Service Order + Time confirmation documents + Goods movement documents These objects will be detailed along with some of their critical configuration aspects, under processes in tator sections of this document. 4.0 Business Processes 4.1 Pre-Sales scenario Process Background: Customers who may be interested in entering into a Long term Service contract oF procuring short term Services would initially call the Customer Service representative and generate an enquiry requesting for a Quotation. Customer Service representative can enter the details in SAP using a CS Nolifcation and allocate it to the respective person responsible to detail the work and Configured & Compiled By: Subhrajyoli Bhattacharjee, PMP®), Certified SAP @ EAM, Ceriified ITIL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service prepare the Quotation, The detailed planning is done on a Service Order and on completion of planning the planned values are converted to Dynamic items which map to a SD Service Quotation document. ‘The Quotation is then sent to the customer who may accept or reject it. There may be 2:sub scenarios here: = Quotation is binding: Customer is billed at a price agreed in the Quotation on acceptance of the same, once the services have been performed. In this case Billing form of Type “01” Fixed rate should have been set in the Quotation -> Post Quotation acceptance, Service Order released and costs accrued -> Billing is done at a Fixed agreed rate as per Quotation, even if there is deviation in actual costs incurred. - Non-Binding or Informative Quotation: Customer would be billed on actual work performed as accrued in the Service Order once the Quotation is accepted and Service Order released. Billing Form “02” - Costs would be used. In the scenario steps detailed below, we have used an Informative Quotation only. It is to be noted that once @ Quotation is created from a Service Order, no further Contracts can be referenced, System only allows 1 cost account assignment Quotation <-> Service Order Configuration pre-requisites: Configurations. on SAP SD side and PM side are briefly detailed below, highlighting the most crucial configuration aspects. SAP SD: SPRO > Sales and Distribution - Only the critical settings documented below 1. Sales Document Types for Quotation document and subsequent Order/Contract defined. in this example, standard document type “AS” has been used for Quotation 2, Assigning Sales Area to Sales orders, We have assigned to “AS” relevant Sales area 3, Sales document items — tem categories “AGE” for “AS”. 4. Sales document ilems — Assign llem categories: As this is a critical config, Node, a mapping has been detailed in screenshat below: The Logic usually followed by the system is: Sales doc type -> Item category group (derived from sales material master) -> Usage (The usage SEIN is to be set for Billing relevant items for Dynamic processing) -> Higher level item category (if sub items are to be there in Sales Order) -> Default item category -> Manual item categories possible (Optional) Doe type AS — Quotation settings Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TIL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service me a eS +48 660 Fue SDoOm PE oe OB —_ See Re tevieceom ice meme rence OD ae ei ne = = © moe tcmegoge com - 5. Reasons for Biling Block 6. Customer Service > Service Quotalion/RRB -> Profiles for Resource Related Biling/Quetation Creation *** The DIP profile “QT” configured in this step is the most crucial configuration as this would contain the rules of converting planned items within the Service Order into Dynamic items to be placed into ‘Sales Quotation. ‘Usage — “Quotation creation and Sales pricing’ and mapped to Sales document type “AS” om = ee ee a © 748 COe@ ONk ODHH A Bonny tem = Bo com> senewane ov 2 Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified TL® E-Mail: subhrajyati. [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service Characteristics — Cost element (this can take care of all planned costs in fact), Product (Service product at a higher summary level in Quotation, if required), Cos! Center. Activity Type, Material, Biling Form. Al above characteristics, other than product marked “Characteristics relevant’, “Material Determination’, “No Summarization” ‘Anything set for Material determination will then be available in Material Determination configuration section detailed later. Cine ae) mee ee ee ei e -48 COG Cue SHSA DA os j i ii ah a & 60n1> aonttn ot 2 ‘Soureas — 0031 Planned Costs — Line item, 100% Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified IML® E-Mail: subhrajyoti [email protected], Location: Perth, Wastem Australia Standard Business Processes in SAP Customer Service ee a © +48 60e@ Ghk Boon am om Boer PE con sonmae com Selection criteria; Cost elements have been primarily used as selection criteria for respective sources of planned costs in this example, Pa x ca Sn ow a e +418 ©G@ Cue DOOoo aD om Configured & Compiled By: Subhrajyoti pera PMP®, Certified SAP @ EAM, Certified ITIL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service oS = oS Ge ee) coo man oe Pa e ~duece ano Rn os a5 oe 42000 abo ote eee ar © cam= aenmma2e ou e Material Determination: Please note that all material used in Material determination should have been created as material masters of Type “DIEN’ - tem category group “LEIS”. The Basic, Sales views should have been at feast maintained, and in Costing 1 view tick “Material Origin’, “With Quantity Structure” @ takin i Ge hn ce Sete lie a © ~¢8 Cee bus ONafn am om ee fry tet = % Ones © nimena ove o For each Dynamic material to be selected in the DIP conversion, the Source selection criteria is then set. We have used Cost elements as the basis of the same. Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified ITL® E-Mail: [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service En ema Se a e 748 eee Gus ODof am om id Pern | a a= a ae) SAP PM: SPRO => Plant Maintenance & Customer Service > Maintenance Processing 4. Notification settings: Only the critical settings documented below - Nolification Type “IN’ Set as a General Service Notification. Standard Notification type S1 can also be reused. - Nolificatian screen layout set for Notification type IN. A simple layout has been kept. Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified ML® E-Mail: subhrajyoti’b(@gmail.com, Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service e "48 €O@ OMR COOH MM on . a fate = SOT Se - Bla eee sae Ge wae a e “48 ©CGe@ HK HOLLY BE & (ena eg tee te an 9D semtrnnes: 1 Bb ol RO seigao om « Number range assigned to Notification Type IN Transaction start value of W51 mapped to: iN. Assign Noification Type To Order Type “SRIN" = configured for this process, detailed below Standard Pariner Determination procedure “SV" assigned to IN Catalog profile “CS” configured and assigned to IN 2. Mainienance Order settings: Only the critical settings documented below Orcor Type "SRIN' has been configured as @ Revenue Beating. Service Order. Settlement profile “90 - Not for settlement set”. Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified TL® E-Mail: subhrajyati. [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service Fe oe om ee came) en tae Ll e ~48 600 ONm seoem = DY vente (OB o> a "1 * Credit Limit Chacks, Sales Document type for Service Order ‘Order type "SRIN" marked as a Service Order, linked to Sales Doc Type “AS” and assigned to DIP profile “aT” ia ao an aan a Oe a7 e 748 666 BHK HHHSB iChange View "Service order iectcators Quarto Prme ROR BR __ Ortype Description service Sates tre Cnt tent. Credit gram. 04 att (TY ao Leer At = fo sore : a = a oo aes cor ron eee as) j wey ia a A Casal . Number range set for Order type SRIN Order type SRI" assigned to respective Maintenance Plant Assigning Costing Parameter *PNO1" to Planned Var. Calculation only. This Order type is not for Actuals processing. Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified TL® E-Mail: subhrajyati. [email protected], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service e "48600 CuK DOS8 amos (inmate Utlene. “Coplcentinetonn aeeima tees Kot BRC ONIS TY POOR Pega a O10 = ceorenetan oom ra Partiier Determination Profle ‘SV" set to SRIN Set Schteduiing paranreters tor Order type SRIN Completion confirmation parameter setting should not be required as this Order type is: not for actuals posting. Vaiue category setting for user component PM: As Service Order here is cost and revenue bearing value categories must include components of both Cost and Revenue nature and must have been allocated to suitable Cost alements/ Cost element groups SPRO -> PM&CS -> Maintenance & service processing -> Basic settings -> Settings for display ‘of cost -> Maintain value categories/Assign Cost Elements to Value Categories 7 A a ao en Oe =a e -48 CG@ CHEK DTOO AA os LcRonen View, "Whew vcinberience waist cotngeniee LM OCW AN, DF Mente 1 Bb OB OR OB =a % PRO omnes ov e Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified ITL® E-Mail: [email protected], Location: Perth, Westem Australia

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