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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: subhrajyoti.b@[Link], 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
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Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TIL®
E-Mail: subhrajyoti. b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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Transaction is a display list report showing Customer -> Equipment > Mat No -> Serial No
mapping. You can add further fialds to the Output variant.
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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: subhrajyoti.b@[Link], 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
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Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified TIL®
E-Mail: subhrajyoti.b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
Transaction: Define Service Product
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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: subhrajyoti.s@[Link], 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: subhrajyoti.b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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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”
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Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified TL®
E-Mail: subhrajyati. b@[Link], 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.
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Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP®, Certified SAP @ EAM, Certified IML®
E-Mail: subhrajyoti b@[Link], Location: Perth, Wastem Australia Standard Business Processes in SAP Customer Service
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Selection criteria; Cost elements have been primarily used as selection criteria for respective
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Configured & Compiled By: Subhrajyoti pera PMP®, Certified SAP @ EAM, Certified ITIL®
E-Mail: subhrajyati.b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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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”
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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: subhrajyati.b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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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(@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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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. b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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‘Order type "SRIN" marked as a Service Order, linked to Sales Doc Type “AS” and assigned to
DIP profile “aT”
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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. b@[Link], Location: Perth, Westem Australia Standard Business Processes in SAP Customer Service
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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
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Configured & Compiled By: Subhrajyoti Bhattacharjee, PMP@, Certified SAP @ EAM, Certified ITL®
E-Mail: subhrajyoti.b@[Link], Location: Perth, Westem Australia
