v2.703 sap crm service management rapid-deployment solution

V2.703

SAP CRM Service Management rapid-deployment solution

© 2014 SAP SE or an SAP affiliate company. All rights reserved. 2Customer

Agenda

Overview

Solution in Detail

Package Deployment

Software Products and System Landscape

Detailed Scope


Solution At-a-Glance : SAP CRM Service Management rapid-deployment solution

Business Requirement Solution

What is my pain?•Customers are challenged by the following topics when offering customer support and field services in their service portfolio:•Customer information, their installed base, and relevant contract and warranty information•Productivity of back-office personnel as well as service technicians•Having the right technician with the right parts completing the work the right way the first time•Time-consuming, paper-based work order processes•Efficient processing of complaints and returns

What are my needs?•ŸImprove operational excellence•ŸIncrease productivity and utilization of field engineersŸ•Develop service team into a high performing organization•ŸIncrease service efficiency•ŸReduce costsŸ•Increase service revenue•ŸIncrease customer satisfaction

Solution description•This rapid-deployment solution provides support for field service planning, execution, and confirmation; complaints and returns management and solution selling. Preconfigured functionality and templates accelerate implementation time

In Scope•Interaction Center Service Request Management•IC Service Order Management•Service Order Management (CRM Standalone)•Service Order Management (ERP Integration)•Complaints and Returns•Solution Selling

Deploy Service Management Quickly and Affordably

Ready to run, a solution with fixed scope, predefined services at a predictable price with the flexibility for future extension

Learn more Learn more

Overview


Business challenges There is a solution

Deploy Service Management Quickly and Affordably

ŸCustomers are challenged by the following topics when offering customer support and field services in their service portfolio:

Customer information, their installed base, and relevant contract and warranty information

Productivity of back-office personnel as well as service technicians

Having the right technician with the right parts completing the work the right way the first time

Time-consuming, paper-based work order processes Efficient processing of complaints and returns

This rapid-deployment solution provides support for service agents and managers handling customer issues; field service planning, execution, and confirmation; complaints and returns management and solution selling. Preconfigured functionality and templates accelerate implementation time.


Interaction CenterService Order Management (CRM

Standalone and with ERP Integration)

Complaints & Returns Management (only with ERP

Integration)

Solution Selling

Service Request with Knowledge Article

Service Order Management

Service Quotation, Order and Confirmation Management

ERP Billing* CRM Billing Resource Management (optional)

Complaints Management Credit Memo and Billing

Management Returns and Inbound Delivery

Processing*

Package Quotation

Business process scope covered in SAP CRM Service Management rapid-deployment solutionService functionality, that helps you achieve your CRM Vision

* for existing ERP SD customers only; requires ECC 6.0 EHP6. Please see the notes section of the slide for more information

Foundation(Mandatory)

For existing ERP customers, accounts and contacts and installed base will be uploaded from the ERP system into CRM.

For Standalone customers, accounts and contacts and an installed base will be created in CRM.Service products (labor), warranty products and service contract products will be created in CRM.


Business benefits Measurable success Utilization of resources Service level compliance Mean time to repair First-time fix rate Service order lead time Resource productivity

Benefits for you

ŸImprove operational excellence ŸIncrease productivity and utilization of field

engineersŸ Develop service team into a high performing

organization ŸIncrease service efficiency ŸReduce costsŸ Increase service revenue ŸIncrease customer satisfaction

Solution in Detail


Scope and benefits

Interaction center service request management enables service agents and managers to streamline the service process to resolve customer issues. The process provides agents handling inbound service activities with tools to process service requests during interaction with the customer, avoiding unnecessary callbacks or follow-ups.

The process takes place in the Web-based environment of the interaction center in SAP CRM.

In order to leverage the full capabilities of SAP HANA the NEW Agent-Inbox-Accelerator secures high speed in the Agent-Inbox search including Agent-Inbox Manager Dashboard.

Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing

business Accurate customer information, easily accessible via

the agent’s desktop Increased revenue by delivering the right service to

the right customers based on entitlements Accerated Agent-Inbox searches when using SAP

HANA Agent-Inbox Work Distribution Dashboard when

using SAP HANA

Interaction Center Service Request Management with Knowledge Articles:


In the system

Processing of inbound e-mails Processing of inbound phone calls (note:

computer telephony integration (CTI) is not part of this scenario)

Account identification Display installed base Check customer interaction history Provide a solution using knowledge

articles Service request creation Checklist execution Request routing (second-level)

Key functionality

Interaction Center Service Request Management with Knowledge Articles:

Service request processing in the Interaction Center


IC Service Request Management with Knowledge Article(1/2) Incoming E-Mail Processing

SAP Customer Relationship Management

Interaction Center Agent Service

Identify and Confirm Account

Check Customer Interaction History

Complete Interaction Record

Select E-Mail

Search Knowledge Article

Create Service Request & Provide Knowledge

Article by E-Mail

End Interaction

Customer

Send E-Mail

Receive Knowledge Article via E-Mail


IC Service Request Management with Knowledge Article(2/2) Incoming Call Processing

End Interaction

Interaction Center Agent Service

Open Service Request

Change Service Request & Route to 2nd Level

Identify and Confirm Account



Customer

Receive E-Mail with status change


Scope and benefits

This business process describes the link between the service request creation process and the field service process since a technician is required onsite to resolve the issue.

The service order is created from the service request and where applicable an appointment with the customer is scheduled. Service prediction allows technicians to be better prepared with spare parts when using SAP HANA.

The scenario runs in the Interaction Center Web Client of SAP CRM.

Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing

business Accurate customer information, easily accessible via

the agent’s desktop Increased revenue by delivering the right service to

the right customers based on entitlements Service prediction allows technicians to be better

prepared with adequate spare parts based on historical data avoiding multiple visits

Interaction Center Service Order Management:


In the system

Open service request Create service order Appointment scheduling where

applicable

Key functionality

Interaction Center Service Order Management:

Resource Scheduling in the Service Order in the Interaction Center

Service prediction in the Service Order in the Interaction Center


Interaction Center Service Order Management


BP IC Agent Service

Create Service Order

Open Service Request

Schedule appointment with Customer

Customer

C53 IC Service Request Mgt with

KA

C68 or C69 Service Order Management

Appointment Scheduling


End Interaction


Scope and benefits

This business process covers the entire process flow for a service inquiry:

•Service Quote and Service Order Management

•Service Resource Scheduling using SAP Visual Business to visualize demands and resources as well as matching assignments and their proximity on geographical maps.

•Service Confirmation and Billing

ŸReduction of internal costs through an integrated end-to-end service order processing

ŸIncreased utilization and productivity of field service engineersŸ

Improved SLA compliance and customer satisfaction through integrated contract and warranty processing

Increased customer satisfaction Review the workload of your team using interactive

reporting Easily optimize daily routes for service technicians

even if their assignments change frequently while they are on the road using visual business

Service Order Management (CRM Standalone):


In the system

Create quotation Convert quotation to service order Determine warranty and service contract Assign service items to service

employees Create service confirmation Create billing document Send invoice to customer

Key functionality

Service Order Management (CRM Standalone):

Service Order Processing in SAP CRM

Resource Scheduling using Visual Business


Service Order Management (CRM Standalone)SAP Customer Relationship Management

Service Manager

Convert Quotation to Service Order and Release

Create Service Confirmation

Service Employee

Create Quotation

Service Technician

Assign Service Item(s) to Service Employee(s)

Create Billing Document

Send Quotation to Customer

Check Quotation Items

Send Invoice to Customer

Release Items for Billing

Fulfill Service Onsite


Scope and benefits

This business process covers the entire process flow for a service inquiry:

•Service Quote and Service Order Management

•Service Resource Scheduling using SAP Visual Business to visualize demands and resources as well as matching assignments and their proximity on geographical maps.

•Service Confirmation and Billing (including possibility to perform ERP Billing if SAP SD has been implemented)

ŸReduction of internal costs through an integrated end-to-end service order processing

ŸIncreased utilization and productivity of field service engineersŸ

Improved SLA compliance and customer satisfaction through integrated contract and warranty processing

ŸLeverage SAP ERP investments through an out-of-the-box integration into existing ERP processes for financials and logistics

Increased customer satisfaction Review the workload of your team using interactive

reporting Easily optimize daily routes for service technicians

even if their assignments change frequently while they are on the road using visual business

Service Order Management (ERP Integration):


In the system

Create and send quotation to customer Convert quotation to service order Determine warranty and service contract Create Internal Order - with ERP integration Assign service items to service employees Create service confirmation Create billing document in SAP ERP Ÿand send

Invoice to customer - only for existing SAP ERP SD customers

Create billing document and send invoice to customer in SAP CRM

Time Sheet update - with ERP integration Controlling integration (costs & revenues) - with

ERP integration

Key functionality

Service Order Management (ERP Integration):

Service Order with Integration into SAP ERP


Service Order Management (ERP Integration)

Service Manager

Convert Quotation to Service Order and

Release

Create Service Confirmation


Service Employee

Create Quotation

Service Technician

Assign Service Item(s) to Service Employee(s)


Send Quotation to Customer

Send Invoice to Customer

Service Employee

SAP ERP

Fulfill Service Onsite

Create Sales Order

1Time Sheet Update*

Create Internal Order*

Post Goods Issue*

Check Quotations Items

* Step only occurs if the processes have been configured in ERP

1 Dynamic RFC – C71


Scope and benefits

This business process illustrates the entire process flow from creation of a customer complaint in the system, to inbound delivery of a defective product, to the creation of a credit memo for the customer.

ŸReduction of internal costs through an integrated end-to-end complaints and returns processing

ŸImproved complaint processing by providing access to all related documents and data

ŸIncreased customer satisfaction through integrated entitlement check and efficient processing of the customer inquiry

Complaints and Returns Management (ERP Integration):


In the system

Create complaint Determine warranties and contracts Create credit memo and return request Create sales order and billing

documents Create return request, process inbound

delivery and goods receipt Process goods movement

Key functionality

Complaints and Returns Management (ERP Integration):

Complaint creation


Check Return Request

Create Sales Order

Process Inbound Delivery

Complaints and Returns Management


Service Employee

Create Credit Memo

Create Complaint


Complete Complaint

Process Goods Receipt

SAP ERP

Create Return Request

1

1 Dynamic RFC – C71Process Goods

Movement


Scope and benefits

The Solution Selling scenario provides customers with package quotations which are created for combinations of products, including one-time service and longer-term contract-based services, and are used to offer packaged solutions to customers.

Once a package quotation is accepted by the customer, all follow-up processes are automatically executed – from logistics and service delivery to billing and receivables.

Increase cross-sell / up-sell offers that result in a sale by offering predefined packages and proposing complementary products and services

Improve sales force productivity by bundling accurate, technically feasible packages into a single preconfigured transaction

Sales teams can eliminate errors and enhance accuracy as well as the customer experience

Intuitive interfaces also help sales teams work more quickly and accurately

Solution Selling:


In the system

Create package quotation Accept quotation Create service contract and service

contract processing Create service order Create sales order

Key functionality

Solution Selling:

Solution Selling Quote creation


109 - Sales Order Processing: Sale

from Stock 1

Solution Selling


Service Employee

Accept Quotation

Create Package Quotation

SAP ERP

C69 – Service Order

Management

Create Sales Order

Create Service Order

Create Service Contract

Package Deployment


What’s included – Service scope

Rapid deployment of service management with SAP CRM V2.703

Accelerators support each deployment activity

The service offers our customers a preconfigured solution, at a fixed price, based on best practices covering service and interaction center processes. The quick-time-to-value speeds the implementation methodology. The actual duration is dependent on the number of packages implemented.


Project plan and timelines

Prepare Project

Kick off workshop

Select Options

Confirm Installation

SAP involvement Customer involvement

Start RunDeploy1 32

Activate Solution

Confirm Activation

Implement Options

Train Key Users

Set up Customer Data

User Acceptance Testing

Switch to Production

End-user Training and Organization Change Management

Hand over of solution

Go-live and Support

Note: This slide represents a typical deployment. Exact details may differ according to solution.


What does SAP deliver? What do you have to do? Provide the IT infrastructure (server) Install the SAP application, on the development and

production environments Provide fixed contact people in the business and IT

departments Conduct end-user training and change management Conduct performance and integration testing Perform data migration and cleansing Transport to production

Service ScopeKey deliverables

1. Kick-off Workshop 2. Confirm Installation 3. Activation of Solution 4. Confirm Activation of Solution 5. Key User Training Workshop 6. Go-Live assistance


Integration points in scope

Integration Point

From Product/ Solution

To Product/ Solution

Type Description

Short description of Integration Point

From SAP product that integrates

To SAP product that integrates

Technical nature of integration e.g. ALE

Longer description of scope of integration perhaps covering business objects or data

Customer Master Data

CRM ERP CRM Middleware

Optional download and delta loads of customer master data from ERP to Business Partners in CRM

Information for Reporting

CRM BW Daily BW Extractor

Summary information for CRM activities, leads and opportunities passed to BW

Controlling object creation

CRM ERP Financials Software integration

Internal order is created in controlling as a cost collector

Time sheet information

CRM

ERP Human Capital Management

Software integration

Time sheet information is created based on the hours confirmed by the service technician

Information for complaints & returns processing

CRM ERP Logistics Software integration

Information is passed from CRM and a sales order, billing document, return request, inbound delivery and goods receipt are processed in ERP.


Integration points in scope

Integration Point SAP Products Type Description

Customer Master Data CRM and ERP CRM Middleware Optional download and delta loads of customer master data from ERP to Business Partners in CRM

ERP/TREX CRM and ERP and TREX

CRM Middleware Integration Points:1)Business ConfigurationIntegration points exist for master data (customer, product [standard sales products, not service products], pricing condition), account hierarchy, organizational data for sales, and sales area data. In addition ERP quotations and ERP sales orders can be accessed through the CRM WebUI. Plus a sample set of existing ERP transactions can be accessed via the 'transaction launcher' feature through the CRM WebUI.2)Technical ConfigurationIntegration points exist…for the connectivity between ECC and CRM. for the required customizing from SAP ERP.with SAP NetWeaver Search and Classification (TREX).


Service scope optionsfielService Module Costs

Scope Options Required Scope Items / Functionality delivered

Foundation Mandatory For existing ERP customers, accounts and contacts and installed base will be uploaded from the ERP system into CRM

For Standalone customers, accounts and contacts and an installed base will be created in CRM. Service products (labor), expense products, warranty products and service contract products will be created in CRM

Interaction Center Optional Service Request with Knowledge Article Service Order Management

Service Order Management (CRM Standalone and with ERP Integration)

Optional Service Quotation, Order and Confirmation Management ERP Billing or CRM Billing Resource Management (optional)

Complaints & Returns Management (only with ERP Integration)

Optional Complaints Management Credit Memo and Billing Management Returns and Inbound Delivery Processing

Solution Selling Optional Package Quotation

The customer can select which scenarios they would like to implement. The Foundation is required in all cases.

Software Products and System Landscape


Which software is used?

EHP3 FOR SAP CRM 7.0 (SP03) / NW 7.40 (SP05) EHP7 FOR SAP ERP 6.0 (SP03) SAP NW 7.1, latest revision For the resource planning application module, the workforce deployment server add-on is required SAP Solution Manager 7.1 (for SAP Solution Manager template and monitoring)

Software specific to SAP HANA SAP HANA, platform edit. 1.0 (SP07 Rev71) SAP HANA ANALYTICS FOR CRM 1.0 (SP05) SAP HANA CRM IC INBOX ACC 1.0 (SP00)


System Landscape Graphic

Detailed Scope


Rapid Deployment of Service Management with SAP CRMDetailed Scope – SAP Core System Installation

Scope Details CRM Standalone

ECC Integrated

SAP Core Installation System Check

Activation of Web Client Services for SAP CRM

Organization Model Configuration

Connection to a SAP ERP Back-End System

Middleware and Integration Settings


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Account and Contact Management


ECC Integrated

Business Partner RolesAccountsContactsCompetitorsProspectsEmployees

Download Licensee Master Data from the Connected SAP ECC to SAP CRMAccountsContacts

Data Upload from Data Import SectionAccountsContactsProduct

Customer HierarchyManual Creation in SAP CRMDownload from SAP ECC

Business Partner Relationships

Merge Accounts

Marketing Attributes


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Activity Management


ECC Integrated

Three Activity Transaction TypesInteraction LogE-mailVisit

One Task Transaction Type

Four User Defined Category Values

One Activity Journal Template

Access Sequence for Determining Sales Representative

Three New Partner Determination ProceduresOne With Calendar Entries for ActivitiesOne Without Calendar Entries for ActivitiesOne Without Calendar Entries for Tasks

Action Profile with Example Actions for Follow-up Tasks, Printing and Reminder E-mails

One Questionnaire Attached to Activity


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Process


ECC Integrated

Three Transaction TypesService QuotationsService OrderService Order Template

Create Service Quotations/Order from Service Template

Categorization Schema with HierarchyMaximum of Four LevelsTotal of 24 Entries

Standard Profiles/Procedure for:Org DeterminationStatusPartner DeterminationDateActionPricing

Warranty Determination

Service Contract Determination

Qualification Integration for Resource Planning


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Process (2)


ECC Integrated

Notes (Five Text Types)

Standard Priority Values

Access Sequence for Determining the Responsible Service Employee Group

Availability Check for Service Parts

Creation or Assignment of an Internal Order as a Cost and Revenue Collector in ECC FI/CO


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Confirmation


ECC Integrated

One Service Confirmation Transaction Type

Service Confirmation as a Follow-up to Service Order or a Standalone Confirmation

Maintain Labor and Spare Parts

One Additional Accounting Indicator

Post Goods Issue

Time Transferred to Cross Application Time Sheets

Costs Posted to Internal Order

All SAP ECC Integration Assumes that Standard SAP ECC Functionality is Already Implemented


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Billing


ECC Integrated

One CRM Billing Transaction Type

Create Billing Document for all Billing Relevant Items as a Follow-up to Service Confirmation Only

Action Profile with Example Action for Printing Invoice

Billing Relevant Configuration to Hand Over Billing Relevant Items Completed in SAP CRM


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Resource Planning & Scheduling


ECC Integrated

Resource Planning ApplicationSetup for Service Order-based DemandsIdentification and Matching of Resources with DemandsSelection and Assignment of Resource with Demand

Make Resources Available for Service Resource Planning (Employees Only)

Configuration Details for Service Arrangements:Job Functions (up to 10)Job Level (up to 5 for Each Job Function)Service AreasQualifications (up to 10)Time Allocation Types (up to 10)

Maintain Appointment Groups and Intervals (up to 4 Groups with up to 6 Intervals per Group)

Assignment Notification (Email Only) Sent to Assigned Technician

No Separate Resource Planner Role


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Service Contract


ECC Integrated

One Service Contract Transaction Type


Cancellation Procedure

Service Contract Determination in Service Order, Confirmation as well as Complaint


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Installed Base


ECC Integrated

Maintain Components

Maintain Warranty Start Date

Definition of Warranty Master

Download of Equipment Record and/or Functional Location


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Complaints & Returns


ECC Integrated

One Transaction Type for Complaints

Standard Profiles/Procedure for:Org DeterminationStatusPartner DeterminationDatePricing

Credit Memo and Return Items

ReturnsReturn RequestReturn DeliveryGoods Receipt & Goods MovementCredit Memo Request

All SAP ECC Integration Assumes that Standard SAP ECC Functionality is Already Implemented


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Solution Selling


ECC Integrated

One Transaction Type for Packaged Quotation

Three Standard Actions for Creation of Service Order, Service Contract and Sales Order

One Packaged Product to Include Existing Service Product, Service Contract Product and Sales Product as Dependent Components


Copy Control from Packaged Quotation to:One Service OrderOne Service ContractOne Sales Order

Assumes that CRM Sales Order Functionality is Already Implemented


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interaction Center (IC) Foundation


ECC Integrated

Two Transaction TypesIC ActivityInteraction Record

One Category Value for IC Activity

Inbound Channels:Telephone (No CTI)E-mail

Inbox Profile

IC Inbox Search and Monitoring

Creation of Two E-mail Addresses, One for Incoming and One for Outgoing

One E-mail Profile

One Reply Address for Automatic E-mail Acknowledgement

Multiple E-mail Addresses for System Users

One Sample E-mail Template

Navigation Profile

One Toolbar Profile Specific to Email Layout


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interaction Center Service Request


ECC Integrated

One Service Request Transaction Type

One Knowledge Article Transaction Type

Checklist Assigned to Service Request with Tasks (Steps)

One Sample Response and One Sample Service Profile

Pre-Defined Categorization Profile

Two Pre-Delivered Sample Knowledge Articles in the Knowledge Base

Notification Framework for Email Notifications

Service Request Dashboard for IC Manager Role


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interaction Center Service Order


ECC Integrated

Service Order as One of the Main Category for the Inbox Profile

Eleven Work Centers for the Service Business Role

One Logical Link to Access the Service Order from the Navigation Bar

One Order Routing Rule for Service Order to be Routed to IC Second Level Support Group

Second Organization Unit for Second Level Support Reporting Under the Root Service Organization

Service Duration and Service Parts Prediction (Requires SAP HANA and SAP ECC)


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Interactive Reporting


ECC Integrated

Activate the Standard Reports and Infotypes for Use in Reporting

Foundation Reports:Accounts with Open ActivitiesActive Accounts

Service Reports:Interaction Records by Account and CategoryService Requests by Account, Status and Priority

Enable Creation of Custom CRM Interactive Reports for Users of the Following Business Roles:Service ManagerSales ManagerIC ManagerPower User

Customize the Navigation Bar and Activate Reporting Links


Rapid Deployment of Service Management with SAP CRMDetailed Scope – Business Roles


ECC Integrated

Account and Contact Management and Activity ManagementService EmployeeService Manager

Service Order Management and Solution SellingService EmployeeService ManagerService Technician

Complaints & Returns ManagementService EmployeeService Manager

Interaction CenterIC ManagerIC Agent Service

Appendix


FAQ

Can I implement this rapid-deployment solution if I already have basic CRM functionality implemented not using an RDS?No, the rapid deployment service is based on a greenfield implementation.

I have implemented the SAP CRM rapid-deployment solution? Can I now implement the SAP CRM Service Management rapid-deployment solution on top?No, the rapid deployment service is based on a greenfield implementation

If I already have ERP, can I use my accounts and contacts and installed base?For existing ERP customers, accounts and contacts and installed base will be uploaded from the ERP system into CRM.

Can I only purchase Complaints and Returns Management?Yes, you can only purchase the service for implementing complaints and returns management.

Is it possible to include functionality which is not included in the current scope of the rapid-deployment solution?Yes, some flexibility is outlined in the statement of work, if this is not covered then additional agreements need to be made


FAQ

Is the rapid-deployment solution compatible with my solution for CTI (telephony integration)The rapid-deployment solution is compatible with most major CTI products such as Avaya, Cisco, Genesys, Interactive Intelligence, Siemens, and of course SAP BCM. Please also review the Partner Information Center. Only internal: For additional questions please contact John Burton, Solution Management.

Does the package include SAP JAM integration for the service request and service order?No, you need to implement SAP Business Collaboration rapid-deployment solution to include this functionality.

For more information, go to the service marketplace service.sap.com/rds-collab-crm


SAP Rapid-Deployment solutionsThe fastest way to run your business better



No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

v2.703 sap crm service management rapid-deployment solution

Documents

service portfolio

service technicians

service efficiency

service agents

service team

customer solution

solution selling

customer support