SAP CRM rapid-deployment solution for service management Process Diagrams
Contents C68 Service Order Management (CRM Standalone) C69 Service Order Management (ERP Integration) C38 Complaints and Returns Management (ERP Integration)
Divider Page Service Order Management (CRM Standalone) Service Order Management (ERP Integration) Complaints and Returns Management (ERP Integration)
Service Order Management (CRM Standalone) SAP Customer Relationship Management Service Order Management (CRM Standalone) Service Employee Service Manager Service Technician A Create Quotation B Check Quotation Items Send Quotation to Customer Convert Quotation to Service Order B C Assign Service Item(s) to Service Employee(s) UI/Transaction Path CRM WebClient UI menu Service Orders -> Create Order Quotation Service Orders -> Search Order Quotation Resource Planning -> Search: Ressource Planning Resource Planning -> Search: Assignments Billing -> Search: Release for Billing Billing -> Search: Billing Due List Items Billing -> Search Billing Documents A Fulfill Service Onsite B D Create Service Confirmation C E D Release Service Confirmation for Billing E F F Create Billing Document G Send Invoice to Customer G
Divider Page Service Order Management (CRM Standalone) Service Order Management (ERP Integration) Complaints and Returns Management (ERP Integration)
Service Order Management (ERP Integration) SAP Customer Relationship Management Service Order Management (ERP Integration) SAP ERP Service Employee Service Manager Service Technician Service Employee A Create Quotation B Check Quotation Items Send Quotation to Customer Convert Quotation to Service Order B UI/Transaction Path CRM WebClient UI menu Service Orders -> Create Order Quotation Service Orders -> Search Order Quotation Resource Planning -> Search: Ressource Planning Resource Planning -> Search: Assignments SAP ERP menu [VF04] Logistics -> Sales and Distribution -> Billing -> Billing Document -> Process Billing Due List SAP ERP menu [VF05] Logistics -> Sales and distribution -> Billing -> Information system -> Billing Documents -> List Billing documents C Assign Service Item(s) to Service Employee(s) A B Fulfill Service Onsite C D Create Service Confirmation D 1 E Create Sales Order F E Create Billing Document 1 Dynamic RFC – C71 Send Invoice to Customer F
Divider Page Service Order Management (CRM Standalone) Service Order Management (ERP Integration) Complaints and Returns Management (ERP Integration)
Complaints and Returns Management (ERP Integration) Service Employee Complaints and Returns Management (ERP Integration) SAP Customer Relationship Management SAP ERP Create Complaint A Create Credit Memo A Create Return Request A B Complete Complaint 1 Create Sales Order UI/Transaction Path CRM WebClient UI menu Complains&Returns -> Create: Complaint Assignment Block Items -> switch status of the complaint item to Released SAP ERP menu [VF04] Logistics -> Sales and Distribution -> Billing -> Billing Document -> Process Billing Due List SAP ERP menu [VA03] Logistics -> Sales and Distribution -> Sales -> Order -> Display SAP ERP menu [VL01N] Logistics -> Logistics Execution -> Inbound Process -> Goods Receipt for Inbound Delivery -> Inbound delivery -> Create -> Customers Returns SAP ERP menu [VL02N] Logistics -> Logistics Execution -> Inbound Process -> Goods Receipt for Inbound Delivery -> Inbound delivery -> Change -> Customer Returns C Create Billing Document A B Check Return Request D C E Check Process Delivery D E F Process Goods Receipt F Process Goods Movement 1 Dynamic RFC – C71
Appendix
Shapes for example process diagrams with vertical flow Software product (PPMS) A UI Page link Automatic Process Step User Role 1 Email (000) Link to other example process Manual process step 1 Mail 1 A2A/B2B Optional Display Process Step 2 Batch Process Step outside SAP software Process Step (manual or automatic) flow Actually there should be no need for complex line crossings in example process diagrams. (However, they are provided, just in case) Bridge Helper Line on one side of bridge (straight connector) Helper line without arrow head Helper line for complex lines (square with height zero)
Shapes for Example Process Diagrams with horizontal flow Software product (PPMS) User Role Manual Process Step Automatic Process Step A UI Flow Process Step (manual or automatic) 1 Email Actually there should be no need for complex line crossings in example process diagrams. (However, they are provided, just in case) Page link 1 Mail Step outside SAP software 1 A2A/B2B Bridge 1 Batch (000) Link to other example process Helper Line on one side of bridge (straight connector) Helper line without arrow head Helper line for complex lines (square with height zero)