1. SAP CRM rapid-deployment solution for service management Process Diagrams

2. Contents C68 Service Order Management (CRM Standalone)
C69 Service Order Management (ERP Integration)
C38 Complaints and Returns Management (ERP Integration)

3. Divider Page Service Order Management (CRM Standalone)
Service Order Management (ERP Integration)
Complaints and Returns Management (ERP Integration)

4. 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

5. Divider Page Service Order Management (CRM Standalone)
Service Order Management (ERP Integration)
Complaints and Returns Management (ERP Integration)

6. 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

7. Divider Page Service Order Management (CRM Standalone)
Service Order Management (ERP Integration)
Complaints and Returns Management (ERP Integration)

8. 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

9. Appendix

10. Shapes for example process diagrams with vertical flow
Software product (PPMS) A UI
Page link
Automatic Process Step
User Role 1
(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)

11. 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
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)