sap crm service configurations doc

Service Config-DocCRM SERVICE (CDIT)

- Config. Document

ContentsCRM SERVICE: Configuration Guide 51 Purpose 52 Configuration 5Maintain Organizational Data for Service Scenarios 52.1.1 Performing Division Settings (SAP CRM) 52.1.2 Define Divisions 62.1.3 Define Distribution Channels 72.1.4 Define Combination of Distribution Channel and 82.1.5 Division 8Maintaining Organizational Units 82.1.6 Creating an Organizational Model (SAP CRM) 92.1.7 Create Organizational Unit 102.1.8 Assign Attributes to Organizational Unit 11Maintaining Positions for the Organizational Units 13Organizational Units Assignment 142.1.9 Creating a Billing Unit 142.1.10 Assigning Billing Unit to Service and Sales 152.1.11 Organization 152.1.12 Assigning Company Code to Billing Unit 162.1.13 Assigning Plant and Storage Location to Service Organization 17Service Master Data 182.5.1 Service Products 182.5.1.2 Hierarchy for Service Product 182.1.13.1.1 Assigning Service Product Type to Hierarchy 202.1.13.2 Categories for Service Products 202.1.13.2.1 Creating Categories 212.5.2 Warranty Products 232.5.2.1 Hierarchy for Warranty Product 232.1.13.2.2 Assigning Warranty Product Type to Hierarchy 252.5.3 Install Base Creation 262.5.3.1 Creating Categories for Equipment Replication 262.5.3.2 Default settings for Equipment Replication 282.5.4 Settings for Service Transactions (CRM) 292.5.4.1 Defining Transaction Types (Service Order and 292.5.4.2 Service Confirmation) 292.5.4.3 Defining Item Categories 352.5.4.4 Defining Item Category Determination (Service Order) 442.5.4.5 Defining Copying Control for Transaction Types 462.5.4.6 Defining Copying Control for Item Categories 472.5.4.7 (Service Order to Conformation) 472.5.4.8 Defining Item Category determination while copying (Service Order to Confirmation) 48

2.5.5 Settings for Service Quotation Transactions (CRM) 502.5.5.1 Defining Transaction Types (Service Order Quotation) 502.5.5.2 Defining Item Categories 522.5.5.3 Defining Item Category Determination (Service Order 542.5.5.4 Quotation) 542.5.5.5 Defining Copying Control for Transaction Types 552.5.5.6 Defining Copying Control for Item Categories 562.5.5.7 (Service Order Quotation to Service Order) 562.5.5.8 Defining Item Category determination while copying (Service Order Quotation to Service Order) 582.5.6 Settings for Complaints Transactions (CRM) 592.5.6.1 Defining Transaction Types (In-House Repair, Sales Return, Used Part returns) 592.5.6.2 Defining Item Categories 632.5.6.3 Defining Item Category Determination (In-House 752.5.6.4 Repair, Sales Return, Used Part Return) 752.5.6.5 Defining Copying Control for Transaction Types 762.5.6.6 Defining Copying Control for Item Categories 772.5.6.7 (Service Order Quotation to Service Order) 772.5.7 Settings for Service Contract Transactions (CRM) 782.5.7.1 Defining Transaction Types (Service Contract Quotation, Service Contract) 782.5.7.2 Defining Item Categories 812.5.7.3 Defining Item Category Determination 842.5.7.4 Defining Copying Control for Transaction Types 852.5.7.5 Defining Copying Control for Item Categories 852.5.7.6 Defining Item Category determination while copying 862.5.7.7 Defining Item Category Determination 922.5.7.8 CRM Billing Integration with R/3 Accounting 933.1 Maintaining Organizational Data Profile 943.2 Defining Partner Determination Procedure 973.3 Defining Date Profile 983.3 Action Profile 993.4 Status Profile 993.5 Defining Catalogs, Codes and Profiles 1014.1 Service Process Controlling Integration 1054.1.1 Checking Order Type for Internal Order (SAP ECC) 1064.1.2 Establishing Controlling Type, Level, and Scenarios (SAP ECC) 1084.1.3 Replicating Service Characteristics Relevant to Controlling (CRM) 1094.2 Service Process Logistics Integration 1104.2.1 Define Logistics Scenario for the Procurement of Materials and Services (CRM) 1104.2.2 Assign Plant and Storage Location to Service Organizational Units (CRM) 1104.2.3 Define Transfer Parameters for the Goods Movement 1114.2.4 Create and Change Logistics Scenario for Article Withdrawal ( ECC ) 1114.2.5 Set Purchasing Document Types for CRM Logistics Integration 1125.1 Service Resource Planning. 1135.1.1 Defining Scheduling Engine Functions 1135.1.2 WFM Core Settings 114Checking RFC Connection 1145.1.3 Defining Time Allocation Types 114

5.1.4 Defining Availability Templates 1155.1.5 Checking Application Status 1175.1.6 Transferring Status to the WFM Core 1185.1.7 Creating Resources and Availabilities 1185.1.8 Appointment Offering in Service Orders 1205.1.9 Checking Texts for Appointment Scheduling 1205.2.0 Defining Appointment Interval Groups 1215.2.1 Checking Parameters for Appointment Scheduling 1225.2.2 Specifying Event Handling for the WFD Objects 1235.2.3 Maintaining scales for Qualifications 1245.2.4 Defining parameters for Qualification Requirements for Item category 1255.2.5 Basic Setting for Service Resource Planning 1265.2.6 Defining Service Profiles for Scheduling 1275.2.7 Selecting the Scheduling Engine 128

CRM SERVICE: Configuration Guide1 PurposeThis configuration guide provides the information the configuration settings that have been made to for CRM SERVICE Processes.

2 ConfigurationMaintain Organizational Data for Service Scenarios2.1.1 Performing Division Settings (SAP CRM)UseHere we can specify whether or not we work with divisions in the CRM system.If we use CRM together with an ECC System, we must always maintain a dummy division in ECC, in order that you can exchange data (master data and documents) between systems, if you are not using a header division in CRM.If you use a header division in CRM you do not need to use a dummy division for data transfer between the ECC and CRM Systems.

Procedure1. Access the activity using one of the following navigation options:Transaction code SPRO Division Settings à Define Use of Division and Dummy Division Organizational Management Master Data SAP CRM IMG menu CRM

2. Set the indicator Division not active if you want to work without a division.3. Select the indicator Header division if you wish to use divisions at header level in business transactions in CRM Enterprise.4. Enter a dummy division if you have set the indicator Division not active. The division that you enter here must be available in the corresponding ECC system.

Screen Entry Details

2.1.2 Define DivisionsUseIn this step, you can define divisions for CRM in addition to those copied from the ECC System.

You normally have to maintain divisions manually only if you use a CRM standalone system, i.e. no ECC integration is implemented. Otherwise the divisions have been copied automatically from ECC into CRM via the initial data replication.

Procedure1. Access the activity using the following navigation options:Transaction code SPRO Division Settings à Define Divisions Organizational Management Master Data SAP CRM IMG menu CRM 2. Choose New Entries.3. Enter the ID and description of your central ECC division in case the division has not been replicated from the ECC.4. You can enter additional divisions, but for the SAP Best Practices scenarios only the first entry will be used.5. Save your entries.


2.1.3 Define Distribution ChannelsUseIn this step, we can define distribution channels for CRM.Procedure1. Access the activity using the following navigation options:Transaction code SPRO Organizational Management Master Data SAP CRM IMG menu CRM Organizational Data for Sales Scenarios à Define Distribution Channels2. Choose New Entries.3. Enter 1 – 3 distribution channels with ID and description according to the distribution channels in your ECC system.4. Save your entries.


2.1.4 Define Combination of Distribution Channel and2.1.5 DivisionUseIn this step, we can define combinations of distribution channels and divisions that can be assigned as attributes to the sales organization to define a sales area.Procedure1. Access the activity using one of the following navigation options:Transaction code SPRO

Organizational Management Master Data SAP CRM IMG menu CRM Organizational Data for Sales Scenarios à Define Combination of Distribution Channel and Division2. Choose New Entries.3. Enter possible combinations of distribution channels and divisions according to your sales areas in the ECC system and your settings in the preceding activities.4. Save your entries.


Maintaining Organizational Units

UseOrganizational units are functional units of a company. Depending on how task distribution is organized in a company, these can be, for example, departments, groups or project teams.Separate organizational units for marketing, sales and service will be defined.The organizational unit in sales and distribution structures the company according to SD requirements. Sales transactions are prepared and implemented in a sales organization. Several sales offices or sales groups or other freely definable organizational units can be assigned at lower level than the sales organization. It is not possible, however, for other sales organizations to be subordinate to a sales organization. You can assign attributes to a sales organization in organizational plan maintenance. The sales organization is then responsible for these attributes; for example, one or more divisions and distribution channels, a language, or a postal code.In addition there are organizational unit in the service area in which services are planned and prepared.For CRM service there is the attribute Service organization, which you set in organizational model maintenance on the Function tab page. This attribute flags an organizational unit as a responsible organizational unit in the service area. This means that the organizational unit is flagged as a superordinate organizational unit in the service area, to which you can assign subordinate organizational units.Subordinate organizational units, the responsible service organizations, report to the service organization. By inheriting the attribute Service organization, the system identifies the subordinate organizational units implicitly as organizational units for the service area.

2.1.6 Creating an Organizational Model (SAP CRM)UseAn organization model is created initially together with a root organizational unit which builds the basic node for all other organizational units.Procedure1. Access the activity using one of the following navigation options:Transaction code PPOCA_CRM Master Data SAP CRM IMG menu Customer Relationship Management Maintain Organizational Model Organizational Management Organizational Model2. Confirm the date proposed by the system or enter your own validation dates.3. Choose Continue.4. A root organizational unit is automatically created.5. Maintain the following values for this organizational unit:Field name ValueBasic dataOrganization Unit (ID) O 50000025Organization Unit (Description) Reliance Retail Ltd.AddressHouse No/StreetLocation MumbaiPostal CodeCountry IN

AttributesCountry IN

6. Save your data. An ID will be automatically created for the root organization.

2.1.7 Create Organizational Unit

PrerequisitesThe root node O 50000025 has already been created like described in preceding section.

Procedure1. Access the activity using one of the following navigation options:Transaction code PPOMA_CRM Maintain Organizational Model Organizational Model SAP CRM menu Master Data 2. Run the following steps to create the following SAP Best Practices organizational structure as an to work with:

3. In the screen area Assignment Plan (CRM), select the root organizational unit Company BP for CRM. This object has already been created is the preceding section.4. Mark the organizational unit and click the right mouse button and choose Create.2. Mark the option Is line supervisor of Organizational unit, then choose Transfer.3. On the tab Basic Data you have to enter the Code and a Description for the organizational unit (see screenshot above).4. On the Address tab, enter an address for the organizational unit. You have to enter at least City, Postal Code and Country.5. Save your entries.

ResultThe organizational units for sales and service scenarios have been created.

2.1.8 Assign Attributes to Organizational UnitUseWe can use general attribute maintenance to attribute data (attributes) to organizational units, when creating your sales and distribution or service structure. You always maintain these attributes specifically for a scenario (Sales or Service).CRM distinguishes between organizational and business attributes:• organizational attributes define the type of organizational unit, for example, whether it is a sales organization or a service group.• business attributes define the responsibility of an organizational unit, for example, for which distribution channels or product groups an organizational unit is responsible.Attributes can have one or more values. For some attributes, you can also enter areas (for example, partner numbers 001 to 300).The following organizational units are available in CRM for which you can enter the corresponding organizational unit in the ECC system.Scenario Organizational attribute Corresponds in ERP withSales Sales organization Sales organizationSales Sales office Sales office

Sales Sales group Sales groupService Service organization Planning plant

ProcedureAccess the activity using one of the following navigation options:Transaction code PPOMA_CRM Maintain Organizational Model Organizational Model SAP CRM menu Master Data Maintaining of organizational attributes1. In order to maintain the organizational attributes select an existing organizational unit and choose the tab Function.2. Select the relevant scenario (Sales or Service) and maintain the following attributes.In case of a standalone CRM system, i.e. without ERP integration an ERP Org Assignment is not necessary and possible.

Organizational Unit ID Scenario Function ERP Org Assignment50000039 SalesSales organizationECC sales org.: 9001

50000039 ServiceService OrganizationService Organization:000150000080 ServiceService Team

Maintaining of business attributes1. In order to maintain the business attributes select an existing organizational unit and choose the tab Attributes.2. In field Attribute maintenance scenario, select the relevant scenario (Sales or Service) to maintain the appropriate attributes of the organizational unit.3. Select field Obj. Permitted in Determination if necessary.Otherwise this organizational unit will not be taken into consideration for the organizational data determination.4. Maintain all necessary attributes for both scenarios of an organizational unit if necessary.Choose button All Attributes to enter the values for the attributes.

Organizational Unit ID Scenario Attribute Value Value to50000039Sales Country INCorrespondence Language EN

Sales Tupel (…) 0101 2001Ref. currency for document INRDivision 01Distribution Channel 01 20Postal Code50000039 Service Postal Code 100000 199999

Postal Code50000039 Sales Obj. Permitted in Determination

50000080 Service Obj. Permitted in Determination

Postal code 110001 11040050000080 Sales Tupel (…) 2001Ref. currency for document INRDivision 01Distribution Channel 20

5. Choose the button Check for the Consistency. The light becomes green. If not, choose Display check results.6. Save your entries.

Maintaining Positions for the Organizational UnitsUseYou assign positions to organizational units, in doing this, you also determine the tasks assigned to them. You can define a chief position within an organizational unit, to which all other positions in the organizational unit report.Procedure1. Access the activity using one of the following navigation options:Transaction code PPOMA_CRM Maintain Organizational Model Organizational Model SAP CRM menu Master Data 2. In the screen area Assignment Plan (CRM), select the organizational unit, which you want to assign the position.3. Mark the organization unit and click the right mouse button and choose Create.4. Mark the option Incorporates Position, then choose Transfer.5. On the tab Basic Data you have to enter the Code and a Description for the position. Set the check box Head of own organization unit for all managers.6. Choose the tab Function and select your scenario, e.g. Sales or Service. Here you can select and assign, for example, the appropriate sales and service organization.7. Choose the tab Attributes. You will see the inherited Attributes from the organization unit.8. Choose the button Check for the Consistency. The light becomes green. In other cases, choose Display search results for details.9. Save your entries.

Maintain the following positions:

Organizational Units Assignment2.1.9 Creating a Billing UnitUseThe purpose of this activity is to create the billing unit(s) being assigned to sales orders via the respective sales organization when performing sales transactions.Procedure1. Access the activity using one of the following navigation options:Transaction code BP Maintain Business Partner Business Partner SAP CRM menu Master Data

2. Choose Create Organization.3. In field Create in Role select the entry Billing Unit using the input help.4. On the confirmation screen choose Create.5. Choose Grouping Y4.6. Enter a name (for example BP Billing Unit).7. On tab page Address enter a Country (for example DE).8. Save your entries and take a note of the number of the newly created Billing Unit:

ResultA billing organization unit has been created.

Screen entry details

2.1.10 Assigning Billing Unit to Service and Sales2.1.11 OrganizationUseThe purpose of this activity is to define for service and sales transactions which billing units are found from the appropriate service/sales organizations.PrerequisitesThe respective service and sales organizations and billing units are already defined in the system.

Procedure1. Access the activity using the following navigation options:Transaction code SPRO Master Data SAP CRM IMG menu Customer Relationship Management Cross-System Assignment of OrganizationalOrganizational Management Assign Billing Units to Service/Sales OrganizationsUnits 2. Choose New Entries and enter the following data:Field Name Field EntryService Org O 50000039Service Org SO_9001Sales Org. O 50000039S Org. SO_9001Bill. Unit 101083. Save your entries.ResultA billing unit has been assigned to each service and sales organization being necessary.

2.1.12 Assigning Company Code to Billing UnitUseThe purpose of this activity is to define which company code is determined from the respective billing unit. This applies to sales transactions and service transactions in CRM Online that are invoiced via CRM Online, and posted as billing documents in SAP ECC Financial Accounting (FI).PrerequisitesCompany Code 9001 has been replicated and a new billing unit has been created.Procedure1. Access the activity using the following navigation options:

Transaction code SPRO Master Data SAP CRM IMG menu Customer Relationship Management Cross-System Assignment of OrganizationalOrganizational Management Assign Company Codes to Billing UnitsUnits 2. Choose New Entries and select the following values (using the input help):Field Name Field EntryBill. Unit 10108Co Code 90013. Save your entries.

2.1.13 Assigning Plant and Storage Location to Service OrganizationUseThe assignment applies to service processes in SAP CRM and is used to determine the correct plant and storage location when withdrawing or reserving spare part items.PrerequisitesThe respective service organizations units are already defined in the system.Procedure1. Access the activity using the following navigation options:Transaction code SPRO Master Data SAP CRM IMG menu Customer Relationship Management Cross-System Assignment of OrganizationalOrganizational Management Assign Plant and Storage Location to Service OrganizationalUnits Units2. Choose New Entries and enter the following data:Field Name Field EntryService Organization O 50000039Service Team O 50000080Service Employee *Plant 4001Storage Location 10033. Save your entries.ResultA plant and storage location has been assigned to each service organization being necessary.

Service Master Data

Service Products

2.5.1.2 Hierarchy for Service ProductUseHierarchies allow you to create classification structures showing the relationships between categories. A hierarchy is constructed like a tree structure with a root category that includes all other categories. The root category is the highest-level node within the hierarchy and does not generally contain any control information.Procedure1. To carry out the activity, choose one of the following navigation options:SAP CRM Creating HierarchiesTransaction code COMM_HIERARCHY Maintain Categories and Hierarchies – New Hierarchy Products SAP Menu Master Data


ResultThe new hierarchy is now created product type Service.

2.1.13.1.1 Assigning Service Product Type to HierarchyUseThe product types Service need to be assigned to the appropriate hierarchy.Procedure1. Carry out the following steps:SAP CRM Assigning Product Type to HierarchyTransaction code COMM_PRAPPLCATIMG Path Cross-Application Components à SAP Products à Product Category à Assign Category Hierarchies to Applications -2. Double click on the folder Assgmt per Product Type for Application ‘Product’.3. Choose New Entries.4. Maintain the values as shown in the following tables:Product Type Hierarchy IDService ZSER015. Choose Save.6. Choose back twice.ResultThe new Service hierarchy is now assigned to the product type Service.

2.1.13.2 Categories for Service ProductsUseThe service product master data has to be maintained with special information according to the transaction in which they are used. Therefore you have to create two product categories:• Service with Resources:These service products are used in the transaction service customer and describe the service to be performed or which has been performed.• Service Products for Contracts:These service products describe in SLA contracts which service has to be performed when required. For example, the service employee has to be at the customer’s within four hours.The product categories with sets and attributes for those kinds of services have to be created.PrerequisitesIt is a prerequisite for the creation of the categories that the hierarchy ZSER01 has been Created in SAP CRM.

2.1.13.2.1 Creating CategoriesUseCreation of new categories for service products used for SLA contracts, for service products used as items in a service order.Procedure2. To carry out the activity, choose one of the following navigation options:SAP CRM Creating CategoriesTransaction code COMM_HIERARCHY Maintain Categories and Hierarchies Products SAP Menu Master Data

3. Choose Open Hierarchy…4. Select the newly created hierarchy ZSER01 and choose Continue.5. Choose Display <-> Change.Creating Category for Service with ResourcesChoose the root category Product Subtype ZSER_6. Choose New Category.7. Enter the following data:Field Name Field EntryCategory ID ZSER_0001Description Service with Resources8. Choose Continue.9. On the Category tab page maintain the values as shown in the following table (if not already done):Category tab pageBasic Data on CategoryProduct Type ServiceProduct / Object Assignment PossibleProduct / Object Maintenance: Control FieldsCan Maintain DocumentsCan Maint. Conditions10. On the Set Types tab page maintain the values as shown in the following table:

Set Types tab pageAssigned Set TypesSet Type Description Position View IDCOMM_PR_SHTEXT Descriptions 10 GeneralCOMM_PR_LGTEXT1 Basic Texts 20 GeneralCRMM_PR_SALESA Sales: Control Fields, Quantities 10 Sales and DistributionCRMM_PR_SALESG Sales: Groupings 20 Sales and DistributionCRMM_PR_TAX Taxes 30 Sales and DistributionCOMM_PR_LGTEXT2 Sales: Texts 40 Sales and DistributionCOMM_PR_SRV Basic Data on Services 10 ServiceZDIV_SET Division Set Type 20 ServiceCRMM_PR_BTR Transaction Control Fields 30 ServiceCOMM_PR_SRVRR Resource Requirement 40 ServiceCOMM_PR_SRVDUR Duration of Work 50 ServiceCOMM_PR_UNIT Units of Measure 60 ServiceCreating Category for Contract ServicesChoose the root category Product Subtype ZSER_11. Enter the following data:Field Name Field EntryCategory ID ZSER_0002Description Service Products for Contracts12. Choose Continue.13. On the Category tab page maintain the values as shown in the following table (if not already done):Category tab pageBasic Data on Category

Product Type ServiceProduct / Object Assignment PossibleProduct / Object Maintenance: Control FieldsCan Maintain DocumentsCan Maint. Conditions14. On the SetTypes tab page maintain the values as shown in the following table:SetTypes tab page

Assigned Set TypesSet Type Description Position View IDCOMM_PR_SHTEXT Descriptions 10 GeneralCOMM_PR_LGTEXT1 Basic Texts 20 GeneralCRMM_PR_SALESA Sales: Control Fields, Quantities 10 Sales and DistributionCRMM_PR_SALESG Sales: Groupings 20 Sales and DistributionCRMM_PR_TAX Taxes 30 Sales and DistributionCOMM_PR_LGTEXT2 Sales: Texts 40 Sales and DistributionCOMM_PR_SRV Basic Data on Services 10 ServiceZDIV_SET Division Set Type 20 ServiceCRMM_PR_BTR Transaction Control Fields 30 ServiceCRMM_PR_SRVENT Default Values for Service Contracts 40 ServiceCOMM_PR_UNIT Convert Units of Measure 50 ServiceSERVICEPLAN Service Plan 60 Service

Warranty Products

Hierarchy for Warranty ProductUseHierarchies allow you to create classification structures showing the relationships between categories. A hierarchy is constructed like a tree structure with a root category that includes all other categories. The root category is the highest-level node within the hierarchy and does not generally contain any control information.Procedure15. To carry out the activity, choose one of the following navigation options:SAP CRM Creating HierarchiesTransaction code COMM_HIERARCHY Maintain Categories and Hierarchies – New Hierarchy Products SAP Menu Master Data


2.1.13.2.2 Assigning Warranty Product Type to HierarchyUseThe product types Service need to be assigned to the appropriate hierarchy.Procedure7. Carry out the following steps:SAP CRM Assigning Product Type to HierarchyTransaction code COMM_PRAPPLCATIMG Path Cross-Application Components à SAP Products à Product Category à Assign Category Hierarchies to Applications -

8. Double click on the folder Assgmt per Product Type for Application ‘Product’.9. Choose New Entries.10. Maintain the values as shown in the following tables:Product Type Hierarchy IDService ZWTY0111. Choose Save.12. Choose back twice.ResultThe new Warranty hierarchy is now assigned to the product type Service.

Creating Category for Warranties13. Choose the root category Product Subtype ZWTYCAT_14. Choose New Category.16. Enter the following data:Field Name Field EntryCategory ID ZWTYCAT001Description Warranty Time Dependent17. Choose Continue.18. On the Category tab page maintain the values as shown in the following table (if not already done):Category tab pageBasic Data on CategoryProduct Type WarrantyProduct / Object Assignment PossibleProduct / Object Maintenance: Control FieldsCan Maintain DocumentsCan Maint. Conditions19. On the Set Types tab page maintain the values as shown in the following table:Set Types tab pageAssigned Set TypesSet Type Description Position View IDCOMM_PR_LGTEXT1 Basic Texts 10 GeneralCOMM_PR_SHTEXT Descriptions 20 GeneralCRMM_PRWTY Warranty 10 WarrantyCRMM_PRWTY_CAT Warranty Catalog Data 20 WarrantyCRMM_PRWTY_CNT Warranty Counter Data 30 WarrantyCRMM_PRWTY_SRV Warranty Services 40 Warranty20. Save your entries.

Install Base Creation

Creating Categories for Equipment ReplicationPurposeThe Purpose of this equipment category is to map the equipment structure in ECC to CRM.Procedure21. To carry out the activity, choose one of the following navigation options:SAP CRM Creating CategoriesTransaction code COMM_HIERARCHY

Maintain Categories and Hierarchies Products SAP Menu Master Data 22. Choose Open Hierarchy…23. Select the existing Hierarchy R3PRODSTYP and choose Continue.24. Choose Display <-> Change.

Creating Category for Equipment25. Choose New Category.


Default settings for Equipment ReplicationProcedure26. To carry out the activity, choose one of the following navigation options:IMG Define Default Settings for Equipment ReplicationTransaction code Installed Base – Replication of Equipment fromSAP Menu Master Data SAP ECC Customer Service (CS) – Define Default Settings for Equipment Replication


Settings for Service Transactions (CRM)

Defining Transaction Types (Service Order andService Confirmation)UseIn this process, you define transaction types for service order and confirmations. Define the controlling attributes (for example, text determination procedure, partner determination procedure, status profile, and organizational data profile) for Respective Transaction types.

To exchange the service order documents between the CRM and ECC systems it is necessary to create the sales document with an identical identifier (ZSRO,ZL1S,ZINS,ZSRT,ZSRC) has to be maintained in ECC system. This entry is necessary for the replication of sales orders and availability check.

Procedure1. Access the activity using the following navigation options:Transaction code SPRO Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM 2. Select Trans. Type SRVO, SRVC and choose the button Copy As (F6).3. On the Definition of Transaction Types screen make the following entries (accept the default values for all other fields):Field name Description User action and values ParametersTrans. Type ZSRO CDIT Service OrderZL1S CDIT L1Service orderZSRT CDIT Order TemplZINS CDIT InstallationZSRC CDIT ServiceConfirm

4. Choose Enter.5. Choose Save.


Defining Item CategoriesUseIn this process, you define item categories for service order. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.To exchange the service items between the CRM and ECC systems it is necessary to create the item category with an identical identifier in ECC. This entry is necessary for the replication of service orders, sales items and the availability check.Procedure1. Access the activity using the following navigation options:Transaction code SPRO Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM 2. Select Item Category Type AGN, TAN, and REN and choose the button Copy As (F6).3. On the Definition of Item categories accept the default values for all fields:Field name Description User action and values ParametersItem category ZSOP Reliance Service ItemZSPR R Item for Pur reqZSRR R Item for reservatiZSTP Rel Templ. ServiceZL1S L1 Service ItemSRVP SAP Service ItemZSCP Rel Confirm. ServiceZSCM R Confirm .MaterialZFSP Confirm. Service Free4. Choose Enter.5. Choose Save.


Defining Item Category Determination (Service Order)UseIn this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. There are a maximum of three alternative item categories possible.To Replicate the Order in ECC and for availability check, an entry has to be made in ECC item category determination for transaction type ZSRO, ZL1S, ZINS, ZSRT in the ECC back-end system – according to the ones in the CRM system. This entry is necessary for the replication of sales orders and the credit checkProcedure1. Access the activity using the following navigation options:Transaction code SPRO

Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu CRM

2. Choose New Entries and enter the following new item category determinations:Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.ZSRO ZSOPZSRO ZSRP ZSOPZSRO ZSRM ZSRRZSRO NORM ZSRRZSRO SPLA SRVPZL1S ZSRP ZSOPZL1S ZSRM ZSRRZL1S NORM ZSRRZINS ZFSP SRVPZINS ZSRP ZSOPZINS NORM ZSRRZINS ZSRM ZSRRZSRT ZSTPZSRT ZSRP ZSTPZSRT ZSRM ZSTPZSRC SPLA ZFSPZSRC ZSRP ZSCPZSRC ZSRM ZSCMZSRC ZSRM ZSCP ZSCMZSRC ZFSP ZFSP

3. Save your entries.


Defining Copying Control for Transaction TypesUseIn this step, you define the control for copying for the Transaction Types ( Service Order to Service Confirmation).To do this, you enter a source transaction type and a target transaction type, and define the corresponding conditions for this combination.Procedure1. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Transaction Typesfor Business Transactions 2. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price AgreementsZSRO ZSRCZL1S ZSRCZINS ZSRCZSRT ZSRO


Defining Copying Control for Item Categories(Service Order to Conformation)UseIn this step, you define the control for copying Service order to Confirmation items. To do this, you enter a source item category and a target item category, and define the corresponding conditions for this combination.Procedure1. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Item Categoriesfor Business Transactions 2. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy routine Copy conditions Copying Routine Reexplode Structure/F Process Flow Fix Copy PO dataZSOP ZSCP Copy all conditionsZSRR ZSCM Copy all conditionsZL1S ZSCP Copy all conditions3. Save your entries.

Defining Item Category determination while copying (Service Order to Confirmation)UseIn this step, you define a specific item category determination which should be run during copying. The item category is used to find the target item category in the source transaction for the transaction type in the target transaction. This means that the transaction type for the source transaction is not relevant for the item category determination.Procedure1. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Item Categoy determination whilefor Business Transactions copying2. Choose New Entries and enter the following new copying controls:

Source Category. Target Trans. type ItemCat byZSOP ZSRC ZSCPZSRR ZSRC ZSCMZL1S ZSRC ZSCPSRVP ZSRC ZFSP

3. Save the entries

Settings for Service Quotation Transactions (CRM)

Defining Transaction Types (Service Order Quotation)

In this process, you define transaction types for service order Quotation. Define the controlling attributes (for example, text determination procedure, partner determination procedure, status profile, and organizational data profile) for Respective Transaction type.

Procedure6. Access the activity using the following navigation options:Transaction code SPRO Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM 7. Select Trans. Type SRVQ and choose the button Copy As (F6).8. On the Definition of Transaction Types screen make the following entries (accept the default values for all other fields):Field name Description User action and values ParametersTrans. Type ZSRQ CDIT Serv OrdQuote9. Choose Enter.10. Choose Save.


Defining Item CategoriesUseIn this process, you define item categories for service order. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.Procedure6. Access the activity using the following navigation options:Transaction code SPRO Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM 7. Select Item Category Type SRQP, SRQM and choose the button Copy As (F6).8. On the Definition of Item categories accept the default values for all fields:

Field name Description User action and values ParametersItem category ZSQM Service Mat. Item QtZSQP Service Prod. Item Qt


Defining Item Category Determination (Service OrderQuotation)UseIn this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. There are a maximum of three alternative item categories possible.Procedure4. Access the activity using the following navigation options:Transaction code SPRO

Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu CRM

5. Choose New Entries and enter the following new item category determinations:Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.ZSRQ NORM ZSQPZSRQ ZSRP ZSQPZSRQ ZSRM ZSQM



Defining Copying Control for Transaction TypesUseIn this step, you define the control for copying for the Transaction Types ( Service Order Quotation to Service Order).To do this, you enter a source transaction type and a target transaction type, and define the corresponding conditions for this combination.Procedure4. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Transaction Typesfor Business Transactions 5. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price AgreementsZSRQ ZSROZSRQ ZL1SZSRQ ZINSZSRQ ZINHZSRO ZSRQZL1S ZSRQZINS ZSRQZINH ZSRQ6. Save your entries.


Defining Copying Control for Item Categories(Service Order Quotation to Service Order)UseIn this step, you define the control for copying Service order to Confirmation items. To do this, you enter a source item category and a target item category, and define the corresponding conditions for this combination.Procedure4. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define

Copying Control for Item Categoriesfor Business Transactions 5. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy routine Copy conditions Copying Routine Reexplode Structure/F Process Flow Fix Copy PO dataZSQP ZL1S Copy all conditionsZSQP ZSOP Copy all conditionsZSQM ZSRR Copy all conditionsZSOP ZSQP Copy all conditionsZSRR ZSQM Copy all conditionsZL1S ZSQP Copy all conditions6. Save your entries.

Defining Item Category determination while copying (Service Order Quotation to Service Order)UseIn this step, you define a specific item category determination which should be run during copying. The item category is used to find the target item category in the source transaction for the transaction type in the target transaction. This means that the transaction type for the source transaction is not relevant for the item category determination.Procedure4. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Item Category determination whilefor Business Transactions copying5. Choose New Entries and enter the following new copying controls:

Source Category. Target Trans. type Item Cat byZSQP ZSRO ZSOPZSQM ZSRO ZSRRZSQP ZINS ZSOPZSQM ZINS ZSRRZSQP ZL1S ZSOPZSQM ZL1S ZSRRZSQP ZINH ZSOPZSQM ZINH ZSRRZSOP ZSRQ ZSQPZSRR ZSRQ ZSQM

6. Save the entries

Settings for Complaints Transactions (CRM)Defining Transaction Types (In-House Repair, Sales Return, Used Part returns)

In this process, you define transaction types for In-House Repair, sales returns and Used part returns. Define the controlling attributes (for example, text determination procedure, partner determination procedure, status profile, and organizational data profile) for Respective Transaction type. The settings relevant to R/3 is mentioned in the R/3 Configuration guide. Please note that his document does not give the settings to be done in R/3 to enable In-House Repair.

Procedure1. Access the activity using the following navigation options:Transaction code SPRO Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM 2. Select Trans. Type REPA, CRMC, UPRR and choose the button Copy As (F6).3. On the Definition of Transaction Types screen make the following entries (accept the default values for all other fields):Field name Description User action and values ParametersTrans. Type ZINH RIL In-House RepairZRET CDIT Sales ReturnsZUPR REL Used Part Return



Defining Item CategoriesUseIn this process, you define item categories for service order. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.Procedure9. Access the activity using the following navigation options:Transaction code SPRO Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM 10. Select Item Category Type RREQ, RSUB, DGNS, LOAN, LRET, RRET, REPA, CRMC, and choose the button Copy As (F6).11. On the Definition of Item categories accept the default values for all fields:

Field name Description User action and values ParametersItem category ZRRQ CDIT Repair RequestZRSU R Return for RepairZDGN RIL Diagnosis ItemZLOA R Loan Device DeliverZLRE R Loan Device Pick UpZDRE Returns RequestZCMP CDIT ComplaintsZG2N Credit MemoZTNN CDIT Fre of Char SubZSRE sales Return item


Defining Item Category Determination (In-HouseRepair, Sales Return, Used Part Return)Use

In this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. There are a maximum of three alternative item categories possible.Procedure7. Access the activity using the following navigation options:Transaction code SPRO Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu CRM

8. Choose New Entries and enter the following new item category determinations:Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.ZINH ZRRQZINH REPA ZDGN ZSOPZINH NORM ZRRQZINH NORM LOAN ZDGN ZLOAZINH NORM LOAN ZLOA ZLREZINH NORMZINH NORM REPA ZDGN ZSOPZINH NORM RRET ZRSU ZRETZINH NORM RSUB ZRRQ ZRSUZINH ZLOA ZLOAZINH ZLOA LRET ZLOA ZLREZINH ZSRM ZSRRZINH ZSRM RMAT ZSOP ZSRRZINH ZSRP ZSOPZINH ZSRP ZRRQ ZDGNZINH ZSRP DGNS ZRRQ ZDGNZINH ZSRP REPA ZDGN ZREPZUPR NORM ZDREZUPR ZSRM ZDREZRET ZCMPZRET NORM ZCMPZRET NORM CRED ZCMP ZG2NZRET NORM REPL ZCMP ZTNNZRET NORM RETR ZCMP ZSREZRET ZSRM ZCMPZRET ZSRM CRED ZCMP ZG2NZRET ZSRM REPL ZCMP ZTNNZNORM ZSRM RETR ZCMP ZSRE


Defining Copying Control for Transaction TypesUseIn this step, you define the control for copying for the Transaction Types ( In-House repair Order, Used part return, sales Return).To do this, you enter a source transaction type and a target transaction type, and define the corresponding conditions for this combination.

Procedure7. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Transaction Typesfor Business Transactions 8. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price AgreementsZINH ZREMZINH ZSRCZINH ZSRQZRET ZSRCZSRC ZUPR

Defining Copying Control for Item Categories(Service Order Quotation to Service Order)UseIn this step, you define the control for copying Service order to Confirmation items. To do this, you enter a source item category and a target item category, and define the corresponding conditions for this combination.Procedure7. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Item Categoriesfor Business Transactions 8. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy routine Copy conditions Copying Routine Reexplode Structure/F Process Flow Fix Copy PO dataZRRQ ZDGNZRRQ ZRSUZRSU ZRETZDGN ZSOPZSOP ZSRRZLOA ZLREZSOP ZLOAZCMP ZSREZCMP ZG2NZCMP ZTNNZSCM ZDRE


Settings for Service Contract Transactions (CRM)

Defining Transaction Types (Service Contract Quotation, Service Contract)UseIn this process, you define transaction types for service order and confirmations. Define the

controlling attributes (for example, text determination procedure, partner determination procedure, status profile, and organizational data profile) for Respective Transaction types.

To exchange the service order documents between the CRM and ECC systems it is necessary to create the sales document with an identical identifier (ZSCQ,ZSC) has to be maintained in ECC system. This entry is necessary for the replication of sales orders and availability check.

Procedure11. Access the activity using the following navigation options:Transaction code SPRO Define Transaction Types Basic Settings Transactions SAP CRM IMG menu CRM 12. Select Trans. Type ZSCQ, ZSC and choose the button Copy As (F6).13. On the Definition of Transaction Types screen make the following entries (accept the default values for all other fields):Field name Description User action and values ParametersTrans. TypeZSCQ CDIT Contract QuoteZSC CDIT Service Contract



Defining Item CategoriesUseIn this process, you define item categories for service order. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.Procedure12. Access the activity using the following navigation options:Transaction code SPRO Define Item Categories Basic Settings Transactions SAP CRM IMG menu CRM 13. Select Item Category Type RREQ, RSUB, DGNS, LOAN, LRET, RRET, REPA, CRMC, and choose the button Copy As (F6).14. On the Definition of Item categories accept the default values for all fields:

Field name Description User action and values ParametersItem category ZRRQ CDIT Repair RequestZSCN R Serv. Contract Item ZRSU R Return for RepairZSCQ R Serv. Contract Item ZDGN RIL Diagnosis Item



Defining Item Category DeterminationUseIn this process, you can define, per business transaction category and item category group, which item categories the system defaults for processing business transactions. At the same time, you can define which item categories can alternatively be entered manually for system default. There are a maximum of three alternative item categories possible.Procedure10. Access the activity using the following navigation options:Transaction code SPRO Define Item Category Determination Basic Settings Transactions SAP CRM IMG menu CRM

11. Choose New Entries and enter the following new item category determinations:Trans. Type ItmCtyGrp Item Usage MainItmCty Item Cat.ZSC ZSRP ZSCNZCSQ ZSRP ZSCQZSC SPLA SPLAZSC SPLA ZSCN SPLA

Defining Copying Control for Transaction TypesUseIn this step, you define the control for copying for the Transaction Types ( In-House repair Order, Used part return, sales Return).To do this, you enter a source transaction type and a target transaction type, and define the corresponding conditions for this combination.Procedure9. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Transaction Typesfor Business Transactions 10. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy item number Complete reference Copying Routine Copy Price AgreementsZSCQ ZSCN

Defining Copying Control for Item CategoriesUseIn this step, you define the control for copying Service order to Confirmation items. To do this, you enter a source item category and a target item category, and define the corresponding conditions for this combination.Procedure10. Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Copying Control for Item Categoriesfor Business Transactions 11. Choose New Entries and enter the following new copying controls:Source trans. Trans. type Copy routine Copy conditions Copying Routine Re explode Structure/F Process Flow Fix Copy PO dataZSCN ZCMP

ZSCN ZSOPZSCN ZSRRZSCN ZRRQZSCN ZDGNZSCN ZL1SZSCQ ZSCN12. Save your entries.

Defining Item Category determination while copyingUseIn this step, you define a specific item category determination which should be run during copying. The item category is used to find the target item category in the source transaction for the transaction type in the target transaction. This means that the transaction type for the source transaction is not relevant for the item category determination.Procedure2 Access the activity using the following navigation options:Transaction code SPRO Copying Control Basic Settings Transactions SAP CRM IMG menu CRM Define Item Category determination whilefor Business Transactions copying3 Choose New Entries and enter the following new copying controls:

Source Category. Target Trans. type Item Cat byZSCN ZSRO ZSOPZSCQ ZSC ZSCN

4 Save the entries

Settings for CRM Billing

Define Billing Types

In this process, you define Billing types for service Processes. Define the controlling attributes (for example, text determination procedure, partner determination procedure, status profile, and organizational data profile) for Respective Billing types.

Procedure18. Access the activity using the following navigation options:Transaction code SPRO Define Billing Types Billing SAP CRM IMG menu CRM 19. Select Trans. Type F2SV , F2SK, L2 and choose the button Copy As (F6).20. On the Definition of Transaction Types screen make the following entries (accept the default values for all other fields):Field name Description User action and values ParametersTrans. TypeZ2SK Invoice Service ContractZBSO Invoice SER ORDZL2 CDIT Debit Memo



Define Billing Item categories

In this process, you define item categories for CRM Billing. An item category specifies the properties and attributes of a billing transaction item, and therefore controls how the item is processed.Procedure15. Access the activity using the following navigation options:Transaction code SPRO Define Item Categories Billing SAP CRM IMG menu CRM 16. Select Item Category Type SCN, L2N and choose the button Copy As (F6).17. On the Definition of Item categories accept the default values for all fields:

Field name Description User action and values ParametersItem categoryZSCN RR ServiceZL2N Debit Memo ItemZSCC RR Service Contract

23. Choose Enter.24. Choose Save.Screen Entry Details

Defining Item Category DeterminationUseIn this process, you can define item category determination for CRM billingProcedure12. Access the activity using the following navigation options:Transaction code SPRO Item Category Determination Billing SAP CRM IMG menu CRM

13. Choose New Entries and enter the following new item category determinations:Source transac-tion Source Item category Billing Item categoryZSRC ZSCP ZSCNZSRC ZSCM ZSCNZSC ZSCN ZSCCZRDM ZLMF ZL2N

CRM Billing Integration with R/3 Accounting

Assign Revenue Accounts for Service Processes

Procedure14. Access the activity using the following navigation options:

Transaction code SPRO Transfer of Billing Integration Billing SAP CRM IMG menu CRM Assign Revenue Accounts for Service ProcessesDocuments to Accounting

15. Choose New Entries and enter the following new item category determinations:

O 50000039 0DIF 20 * * * 5420300O 50000039 0PAG 20 * * * 6370700O 50000039 0PAR 20 * * * 6370700O 50000039 0PN0 20 * * * 6370710O 50000039 1308 20 * * * 6370700O 50000039 PTCS 20 * * * 5420300O 50000039 PTRD 20 * * * 7575800O 50000039 PTVI 20 * * * 5671200O 50000039 ZPCE 20 * * * 6370700O 50000039 ZPHA 20 * * * 6370700O 50000039 ZPIT 20 * * * 6370700O 50000039 ZPSV 20 * * * 6370710O 50000039 ZPTE 20 * * * 6370700O 50000039 ZRND 20 * * * 6370700

2.5.7.9 Assign Document Types

Procedure16. Access the activity using the following navigation options:Transaction code SPRO Assign Document Types Transfer of Billing Documents to Accounting Integration Billing SAP CRM IMG menu CRM

17. Choose New Entries and enter the following new item category determinations:

Billing Type Doc typ Cancellation

Z2SK ZR ABZBSO ZR ABZG2 DG DAZL2 DR DR

Basic Functions3.1 Maintaining Organizational Data ProfileUseThe purpose of this activity is to create a new organization determination profile that allows you to determine the responsible organizational unit by means of Pin Code of the Business Partner or by the the assignment of the respective system user, which creates a business transaction, in the organizational model.PrerequisitesThe organizational model has been created and all persons creating business transactions in the CRM system are assigned to an organizational unit – either as user or as business partners with

an assigned user.Also Pin code are captured as org attributes for Organizational determination by business partner Pin code.

Procedure1. Access the activity by using the following navigation options

Transaction code CRMC_ORGPROF Organizational Management Master Data SAP CRM IMG menu CRM Maintain Change Rules and Profiles Organizational Data Determination Organizational Data Profile2. To create new organizational data determination profile perform the following the following steps3. Choose new entries and enter the following values

4. Save Settings5. Assign Organizational data profile to Transaction types.

3.2 Defining Partner Determination ProcedureUseThe purpose of this activity is to define partner determination procedures which the system uses to automatically enter partners in business transactions. The partner functions and access sequences you defined before were combined here.Procedure1. To carry out the activity, choose one of the following navigation options:SAP CRM Defining Partner Determination ProcedureTransaction code SPROIMG Path Customer Relationship Management à Basic Functions à Partner Processing à Define Partner Determination Procedure2. Highlight the standard determination procedure and choose Copy As….3. Maintain the following values:

Z0000006 Reliance Service HeaderZ0000007 Reliance Service Header InstalZ0000008 Reliance iist Service HeaderZ0000009 Tech Consignment stockZ0000010 Reliance Service Header L1Z0000020 Business Activities-SMSZ0000030 Reliance Spare Part ItemZ0000062 NotificationZLOAPART loa partner detZPART_SC Rel Service Contract PDZREPA In House RepairsZRETPAR CDIT Returns ProfileZRETRNS CDIT Returns ItemZRSUPART zRepair: Normal ItemZSRC_PD Rel Confirmation Header

4. Choose Enter.5. On screen Specify object to be copied choose copy all.6. Confirm the following message.7. Save your entries8. Assign Partner determination profiles to Transaction types and item categories.

3.3 Defining Date ProfileUseThe date profile controls which date types, durations, reference objects and date rules can be used in a specific transaction type or item category.Depending on the date profile, you also define the characteristics for date types and durations (for example, time unit, reference object, duration, date rule) in this activity.Procedure1. To carry out the activity, choose one of the following navigation options:SAP CRM Defining Date ProfileTransaction code SPRO Define Date Profile Date Management Basic Functions IMG Menu Customer Relationship Management 2. Select and highlight standard date profiles and choose Copy As….

ZCONTRACT Date Profile for Rel Service ContractsZPREFINST Date Profile for InstallationZSPL002 Date Profile for CDIT Service PlanZSRVOR_DTPR CDIT serv ord date profileZSRV_QUOT CDIT Standard Service Quotation Item3. Save your entries4. Assign newly created Date Profiles to transactions and item categories.

3.3 Action ProfileProcedure1. Access the activity using the following navigation options:SAP CRM Maintaining Action Profile for Print ActionTransaction code SPRO Actions in Transaction Actions Basic Functions IMG Path CRM Define Action Profiles and ActionsChange Actions and Conditions

2. Make the following entries

ZCOPY_SERVICE_PLAN Create Service PlanZING_REPITM Repair ItemZINHOUSEREP_PRINT In-House Repair PrintZNEW_INHOUSE_REP_ACTIONS Rel In House Repair ActionsZREPAIR_ITEM Repair ItemZREPAIR_LOAN_DEVICE Repair Loan Device ItemZREP_PART REP PARTZRETURN_REQ Return RequestZSALERET_REP Repair Product for Sales retZSERVICE ORDER QUOTE Service Quote Print

ZSERVICECONTRACT_PRINT service contract printZSERVICEORDER Service OrderZSERVICEORDER_PRINT Service Order PrintZSERVICEORDER_STATUS_CHANGE Service Order Status Change

3. Save your entries4. Assign newly crated action profiles to transaction types and item categories.

3.4 Status ProfileProcedure1. Access the activity using the following navigation options:SAP CRM Maintaining Action Profile for Print ActionTransaction code SPRO Define Status Profiles Status Management Basic Settings Transactions IMG Path CRM Select Standard Status Profiles and choose copy As..

3. Save entries4. Assign the newly created status profiles to transactions.

3.5 Defining Catalogs, Codes and ProfilesUseThe catalogs ,codes and profiles control the reason for complain, cause of the defect , the corrective measure taken for a service transaction.

ProcedureTo carry out the activity, choose one of the following navigation options:SAP CRM Catalogs, Codes and ProfilesTransaction code SPRO Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship Management > Define Catalogs

SAP CRM Catalogs, Codes and ProfilesTransaction code SPRO Catalogs, Basic Functions IMG Menu Customer Relationship Management Codes and Profiles -> Define Code Groups and Codes for Catalogs

SAP CRM Catalogs, Codes and ProfilesTransaction code SPRO Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship Management > Define Code Group Profiles

SAP CRM Catalogs, Codes and ProfilesTransaction code SPRO Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship Management > Define Subject Profiles

SAP CRM Catalogs, Codes and ProfilesTransaction code SPRO

Transactions -IMG Menu Customer Relationship Management > Settings for Complaints -> Settings for Subjects -> Assign Subject Profiles to Transaction Types

Service Process Controlling IntegrationUseThe purpose of this section is to describe the necessary settings for the controlling integration.For controlling integration to function, you must define the controlling scenario in the ECC system and assign this to a combination of service characteristics.Checking Order Type for Internal Order (SAP ECC)UseThe purpose of this activity is to have an order type for the internal order needed. The Order Type is the Key SAP CO Customizing for CRM Integration.Procedure1. Access the activity using one of the following navigation options:SAP ECC Checking Order Type for Internal Order (SAP ECC)Transaction code KOT2_FUNCAREA Define Order Types Order Master Data Internal Orders IMG menu Controlling 2.3.4.5.ResultA new order types for internal orders has been created.

Establishing Controlling Type, Level, and Scenarios (SAP ECC)UseThe purpose of this activity is to specify the controlling type and controlling level for combination consisting of a transaction type and the responsible service organization for a certain validity period in your ECC back-end system.Procedure1. Access the activity using the following navigation options:SAP ECC Establishing Controlling Type, Level, and Scenarios (SAP ECC)Transaction code SPRO CustomerIMG menu Integration with other mySAP.com Components Controlling Setting for Service Processing Relationship Management Establish Controlling Type, Controlling Level, andIntegration Controlling Scenarios2. Choose New Entries.3. .ResultThe required controlling type and controlling level have been specified.Replicating Service Characteristics Relevant to Controlling (CRM)UseThe purpose of this activity is to replicate the characteristics of service processes (contracts, orders and confirmations) that you want to use for Controlling in the ECC system.Procedure1. Access the activity using one of the following navigation options:SAP CRM Replicating Service Characteristics Relevant to ControllingTransaction code CRM_SERVICE_CO_CHAR

Settings for Service Processes Transactions IMG menu CRM Replicate Service Characteristics Relevant to ControllingIntegration 2. Select the RFC destination of your replication target system (ECC system).3. Mark the following objects to be replicated:• Transaction Types• Item Categories• Organizational Units• Service Types• Valuation Types• Product Categories4. Choose Execute.ResultThe characteristics of service processes (contracts, orders and confirmations) that you want to use for Controlling in the ECC system have been replicated.

Service Process Logistics IntegrationUseThe purpose of this section is to describe the necessary settings for the Logistics integration.For logistics integration to function, you must define the logistics scenario in the CRM & ECC system.

Define Logistics Scenario for the Procurement of Materials and Services (CRM)UseThe purpose of the this section is to define the logistics scenario like purchase requisition, purchase order or reservation to be created from CRM system.ProcedureSAP CRM Define Logistics Scenario for the Procurement of Materials and ServicesTransaction code SPRO Settings for Service Processes Transactions IMG menu CRM Logistics Integration -Integration > Define Logistics Scenario for the Procurement of Materials and Services

Assign Plant and Storage Location to Service Organizational Units (CRM)UseThe purpose of this section is to assign the Plant and storage location for the spare part withdrawal.ProcedureSAP CRM Define Logistics Scenario for the Procurement of Materials and ServicesTransaction code SPRO Settings for Service Processes Transactions IMG menu CRM Logistics Integration -Integration > Assign Plant and Storage Location to Service Organizational Units

Service Organization Service Team Service Employee Plant Storage Location< Your Service Team based on Org Model> * < Plant as defined in ECC > < Storage Location as Defined in ECC >

Define Transfer Parameters for the Goods MovementUseThe purpose of this section is to specify the withdrawal of goods from plant and storage location

by the appropriate movement type.ProcedureSAP CRM Define Logistics Scenario for the Procurement of Materials and ServicesTransaction code SPRO Settings for Service Processes Transactions IMG menu CRM Logistics Integration -Integration > Define Transfer Parameters for the Goods Movement

Create and Change Logistics Scenario for Article Withdrawal ( ECC )UseThe purpose of this section is to specify in ECC the logistics scenario for material withdrawal.ProcedureSAP ECC Create and Change Logistics Scenario for Article WithdrawalTransaction code spro Integration with Other mySAP.com Components -IMG menu Controlling > Customer Relationship Management -> Settings for Service Processing -> Logistics Integration -> Create and Change Logistics Scenario for Article Withdrawal

Set Purchasing Document Types for CRM Logistics IntegrationUseThe purpose of this section is to set the type of purchasing document to be created from CRM for a spare part not available.ProcedureSAP ECC Set Purchasing Document Types for CRM Logistics IntegrationTransaction code spro Integration with Other mySAP.com Components -IMG menu Controlling > Customer Relationship Management -> Settings for Service Processing -> Logistics Integration -> Set Purchasing Document Types for CRM Logistics Integration

Service Resource Planning.UseYou can use the Service Resource Planning function to find suitable and available resources (technicians) to assign to a service item.PrerequisitesIf you want to select resources according to their availability using Service Resource Planning, you require Workforce Management Core (WFM Core) being installed as an Add-On with patch 0004 in your CRM system.It is the central data basis of all data relevant to planning, such as the availability of personnel resources and workforce requirements. It also finds and manages allocations of resources to requirements. In the current scenario we have WFM core 2000 with patch level 0007.Defining Scheduling Engine FunctionsUseThe purpose of this activity is to define which Scheduling Engine functions are active.If appointment scheduling is active, you can use this functionality in the Interaction Center and in Service Orders in PCUI. Also check the settings under Appointment Scheduling.Procedure1. Access the activity using the following navigation options:SAP CRM Defining Scheduling Engine FunctionsTransaction code SPRO

Settings Settings for Service Processes Transactions IMG menu CRM Select Active Functions for Schedulingfor Service Resource Planning Engine2. Check if the following functions are activated:Function ActiveAppointment SchedulingRanking List of Resources to TasksService Process Buffers3. If not, activate these options and save your entries.WFM Core SettingsChecking RFC ConnectionUseYou are using the WFM Core as an add-on in SAP CRM, so you do not need to establish a RFC connection.The purpose of this activity is to ensure that no RFC connection has been assigned to the WFM Core.Procedure1. Access the activity using the following navigation options:SAP CRM Checking RFC ConnectionTransaction code SPROIMG menu CRM à Transactions à Settings for Service Processes à Settings for Service Resource Planning à Select RFC Connection2. Make sure that no RFC connection has been assigned here. Otherwise delete all values.Defining Time Allocation TypesUseThe time description of a resource consists of individual time specifications. Each time specification can be of a particular type, such as “WORK” for working time, “ILL” for illness, and so on. You can assign the attribute Available or Not available and a priority to each time specification type. The time availability of a resource is calculated from the total of all time specifications (for example, Monday through Thursday, 8 am to 6 pm, Friday 8 am to 2 pm).Procedure1. Access the activity using the following navigation options:SAP CRM Defining Time Allocation TypesTransaction code SPRO Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for the WFM WFM Core for Service Resource Planning Core Define Time Allocation TypesResource Settings Business Settings for WFD Server WFD Server 2. Choose New Entries.3. Enter the values as shown in the following table:

4. Save your entries.ResultAll required time allocation types are created.Defining Availability TemplatesUseThe purpose of availability templates is to enter the time slots when the technicians are either available or on leave. Maintaining the templates help in easier maintenance of service arrangements for the technicians.

Procedure1. Access the activity using the following navigation options:SAP CRM Defining availability TemplatesTransaction code SPRO Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for the WFM WFM Core for Service Resource Planning Core Define Availability TemplatesResource Settings Business Settings for WFD Server WFD Server 3. Choose New Entries.4.

Checking Application StatusUseAn assignment’s application status controls the functions that are possible for that assignment.The purpose of this activity is to specify which WFM Core statuses correspond to the status from the application.Procedure1. Access the activity using the following navigation options:SAP CRM Checking Application StatusTransaction code SPRO Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for the WFM WFM Core for Service Resource Planning Core Define Application Status Business Settings for WFD Server WFD Server 2. Check if the following values are maintained:Application Cat AppStatus Core Status Text TextCRMSV I1004 10 REL ReleasedCRMSV I1005 10 CMPD CompletedCRMSV I1058 10 ASGD AssignedCRMSV I1059 10 INFO InformedCRMSV I1060 10 REJC DeclinedCRMSV I1061 10 ACTD AcceptedCRMSV I1062 10 CUST At Customer Site

Transferring Status to the WFM CoreUseThe purpose of this activity is to transfer the business statuses from SAP CRM to the Workforce Management Core (WFM Core). There these statuses can be represented as technical statuses of the WFM Core. For more information, see the documentation for Customizing for the WFM Core.PrerequisitesThis transfer is first possible using WFM Core 4.0.Procedure1. Access the activity using one of the following navigation options:SAP CRM Transferring Status to the WFM CoreTransaction code CRM_LRP_STATUS_WFM Workforce Deployment -IMG menu CRM > General Settings for Service Resource Planning -> Transfer Status to the WFM Core2. Choose Execute to run the activity.

Creating Resources and AvailabilitiesUseIf you are not using the SAP ECC HR component, you can create resources as well as availabilities in the Workforce Management Core (WFM Core) by using the SAP CRM integration with the WFM Core.Resources in the WFM Core correspond to employees in SAP ECC and to business partners in the role Employee in SAP CRM.The purpose of this activity is to synchronize the data in the WFM Core and to create resources and availabilities in the scheduling engine.Prerequisites• You have made the necessary Customizing settings for the WFM Core.• You have created service employees as business partners in the role Employee and assigned these to a service team of your organizational structure.• The service manager has the authorization to access WFM core & workforce management.• Service arrangements of employees or technicians need to be maintained via portal.ProcedureLog in to Portal and navigate to Workforce ManagementUnder workforce management navigate to Employees.Search for the Employees in the Org ( Service Center ).Go to details for the employee.Navigate to Service Arrangement & maintain data as shown below.

Appointment Offering in Service OrdersUseThe following chapters describe the necessary settings for the integrated Appointment Offering in the service orders.When a customer calls your Interaction Center to arrange a visit from one of your service employees, you can offer him or her a selection of different appointments determined by the system based on different parameters.

Checking Texts for Appointment SchedulingUseIf you require additional parameters for appointment scheduling with the Scheduling Engine, you can use this activity to display the relevant input fields of the Interaction Center application.The first parameter in the standard solution with the WFM Core contains the scheduling strategy, the second parameter contains the appointment interval group. The third parameter is not used.Procedure1. Access the activity using the following navigation options:SAP CRM Checking Texts for Appointment SchedulingTransaction code SPRO Settings for Transactions IMG menu Customer Relationship Management Appointment Settings for Service Resource Planning Service Processes Select Texts for Appointment SchedulingScheduling 2. Check if the following entries exist:

3. If not, create them by choosing New Entries.4. Save your entries.

5.2.0 Defining Appointment Interval GroupsUseThe purpose of this activity is to define the appointment interval groups and appointment intervals, which are required for arranging appointments in a CRM system.To divide a day into time intervals you could create an appointment interval group for mornings and one for afternoons. For example, for mornings you enter the appointment intervals 8 a.m. with a duration of two hours and 10 a.m. with a duration of two hours. We have kept only one interval for our requirementProcedure1. Access the activity using the following navigation options:SAP CRM Defining Appointment Interval GroupsTransaction code SPRO Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for the WFM WFM Core for Service Resource Planning Core Define Appointment Interval GroupsWFD Server à Business Settings for WFD Server 2. Choose New Entries and maintain the following values:

3. Save your entries.4. Highlight the newly created appointment interval group DAY and double-click on node Appointment Intervals.5. Choose New Entries and maintain the following entries:

6. Save your entries.ResultAll required appointment interval groups and appointment intervals were defined.5.2.1 Checking Parameters for Appointment SchedulingUseThe purpose of this activity is to define how the management of appointment scheduling parameters is controlled for each channel (Internet Customer Self-Service and Interaction Center). You can specify for each parameter whether it is used (Active flag), whether it relates to a mandatory field, and whether the field is displayed. You can also define a default value.Parameter ‘1′ for the WFM Core relates to the scheduling strategy.Parameter ‘2′ relates to the appointment interval group.Parameter ‘3′ is not used (the Active flag is not set).All fields are mandatory fields. If you want to deactivate a field, you have to enter a default value.Procedure1. Access the activity using the following navigation options:SAP CRM Checking Parameters for Appointment SchedulingTransaction code SPRO Settings for Transactions IMG menu Customer Relationship Management Appointment Settings for Service Resource Planning Service Processes Manage Parameters for Appointment SchedulingScheduling 2. Check if the following entries are active:3. If not, maintain them and save your entries.

5.2.2 Specifying Event Handling for the WFD ObjectsUse

The purpose of this activity is to subscribe your application systems to receive information about changes made to objects.In the process, you specify:• the applications to which you want changes to objects from WFM Core to be transferred• the application connection (logical system and function module)• the WFM objects (assignments, requirements, resources, time specifications) you want to use to transfer information• the event type of the WFM objects (new, deleted, modified) you want to be transferredPrerequisitesYou have set up the RFC destinations of the subscriber applications. Normally, this is something you did in the building block CRM Connectivity by defining the Logical Destinations.Procedure1. Access the activity using the following navigation options:SAP CRM Specifying Event Handling for WFD ObjectsTransaction code SPRO Settings Settings for Service Processes Transactions IMG menu CRM Make Settings for the WFM WFM Core for Service Resource Planning Core Specify Event Handling for WFD Objects WFM Event Handler WFD Server 2. Choose New Entries and maintain the following values:Logical System AppCat Subscriber Function Module

(e.g., CLNT) CRMSV CRM_LRP_WFM_CALL_BACK

For the logical system name and ID see the following IMG path: Define Logical System. SAP HCM Integration Business Settings for WFD Server WFD Server Workforce Deployment

3. Save your entries and choose Back.4. Highlight the newly created application connection and double-click on node Generic Subscription Objects.5. Choose New Entries and maintain the following values:

Save your entries.Maintaining scales for QualificationsUseThe purpose of this section to illustrate the concept of ‘scale’ in qualification management. This is later used in maintaining the service arrangement for the technicians.

ProcedureSAP CRM QualificationsTransaction code SPRO Settings for Transactions IMG menu Customer Relationship Management Settings for Service Resource Planning Service Processes Qualifications -> Maintain Scales

Defining parameters for Qualification Requirements for Item categoryUseThe purpose of this section is to enable the qualification requirement for item category. This means that when resource planning is done the system looks at the qualification of the item.

ProcedureSAP CRM QualificationsTransaction code SPRO Settings for Transactions IMG menu Customer Relationship Management Settings for Service Resource Planning Service Processes Qualifications -> Define Parameters for Qualification Requirements for Item Category

Basic Setting for Service Resource PlanningUseThe purpose of this section is to specify the type of demand that will be required for resource planning. There are different kinds demand for which planning can be done.

ProcedureSAP CRM Service Resource PlanningTransaction code SPRO Workforce Deployment -IMG menu Customer Relationship Management > Service Resource Planning -> Basic Settings -> Specify Demand Types for Resource Planning

Following Entries are maintained.

Defining Service Profiles for SchedulingUseIn this IMG activity you define a time range in which an assignment can be created for a service order item. This time range is used in:• Assignment scheduling, as a window in which the scheduler can create an assignment.• Assignment creation. Warnings are generated if the assignment is created outside the time range.• Find and Rank (Resources and Demands) to define the time range which the availability percentage must match.The time range is also displayed as ToDate and FromDate in the Service item list of the Resource Planner Application (RPA).

ProcedureSAP CRM Service Resource PlanningTransaction code SPRO Workforce Deployment -IMG menu Customer Relationship Management > Service Resource Planning -> Service Order Based Demands-> Define Service Profiles for Scheduling

Following entry is maintained.

Selecting the Scheduling EngineUseThe purpose of this IMG activity is to define filter values for the Business Add-In Select Scheduling Engine (CRM_SRV_SDL), to which you can assign a Business Add-In implementation.RecommendationThe CRM_SRV_SDL_WFM, CRM_SRV_SDL_RFC and WFDS filter values are filters for the following implementations:

• CRM_SRV_SDL_WFM connection to the component WFMCORE_200 -> use Resource Planning Tool in the CRM System.• WFDS connection to the component WFMCORE_200 -> use Resource Planner Application in the WFMCORE_200 component.• CRM_SRV_SDL_RFC RFC connection to an external Scheduling Engine.In our context we use WFDS.

ProcedureSAP CRM General Settings for Service Resource PlanningTransaction code SPRO Workforce Deployment -IMG menu Customer Relationship Management > General Settings for Service Resource Planning -> Select Scheduling EngineFilter value chosen is shown below.