Service Config-Doc

CRM SERVICE (CDIT) - Config. Document Contents CRM SERVICE: Configuration Guide 5 1 Purpose 5 2 Configuration 5 Maintain Organizational Data for Service Scenarios 5 2.1.1 Performing Division Settings (SAP CRM) 5 2.1.2 Define Divisions 6 2.1.3 Define Distribution Channels 7 2.1.4 Define Combination of Distribution Channel and 8 2.1.5 Division 8 Maintaining Organizational Units 8 2.1.6 Creating an Organizational Model (SAP CRM) 9 2.1.7 Create Organizational Unit 10 2.1.8 Assign Attributes to Organizational Unit 11 Maintaining Positions for the Organizational Units 13 Organizational Units Assignment 14 2.1.9 Creating a Billing Unit 14 2.1.10 Assigning Billing Unit to Service and Sales 15 2.1.11 Organization 15 2.1.12 Assigning Company Code to Billing Unit 16 2.1.13 Assigning Plant and Storage Location to Service Organization 17 Service Master Data 18 2.5.1 Service Products 18 2.5.1.2 Hierarchy for Service Product 18 2.1.13.1.1 Assigning Service Product Type to Hierarchy 20 2.1.13.2 Categories for Service Products 20 2.1.13.2.1 Creating Categories 21 2.5.2 Warranty Products 23 2.5.2.1 Hierarchy for Warranty Product 23 2.1.13.2.2 Assigning Warranty Product Type to Hierarchy 25 2.5.3 Install Base Creation 26 2.5.3.1 Creating Categories for Equipment Replication 26 2.5.3.2 Default settings for Equipment Replication 28 2.5.4 Settings for Service Transactions (CRM) 29 2.5.4.1 Defining Transaction Types (Service Order and 29 2.5.4.2 Service Confirmation) 29 2.5.4.3 Defining Item Categories 35 2.5.4.4 Defining Item Category Determination (Service Order) 44 2.5.4.5 Defining Copying Control for Transaction Types 46 2.5.4.6 Defining Copying Control for Item Categories 47 2.5.4.7 (Service Order to Conformation) 47 2.5.4.8 Defining Item Category determination while copying (Service Order to Confirmation) 48

2.5.5 Settings for Service Quotation Transactions (CRM) 50 2.5.5.1 Defining Transaction Types (Service Order Quotation) 50 2.5.5.2 Defining Item Categories 52 2.5.5.3 Defining Item Category Determination (Service Order 54 2.5.5.4 Quotation) 54 2.5.5.5 Defining Copying Control for Transaction Types 55 2.5.5.6 Defining Copying Control for Item Categories 56 2.5.5.7 (Service Order Quotation to Service Order) 56 2.5.5.8 Defining Item Category determination while copying (Service Order Quotation to Service Order) 58 2.5.6 Settings for Complaints Transactions (CRM) 59 2.5.6.1 Defining Transaction Types (In-House Repair, Sales Return, Used Part returns) 59 2.5.6.2 Defining Item Categories 63 2.5.6.3 Defining Item Category Determination (In-House 75 2.5.6.4 Repair, Sales Return, Used Part Return) 75 2.5.6.5 Defining Copying Control for Transaction Types 76 2.5.6.6 Defining Copying Control for Item Categories 77 2.5.6.7 (Service Order Quotation to Service Order) 77 2.5.7 Settings for Service Contract Transactions (CRM) 78 2.5.7.1 Defining Transaction Types (Service Contract Quotation, Service Contract) 78 2.5.7.2 Defining Item Categories 81 2.5.7.3 Defining Item Category Determination 84 2.5.7.4 Defining Copying Control for Transaction Types 85 2.5.7.5 Defining Copying Control for Item Categories 85 2.5.7.6 Defining Item Category determination while copying 86 2.5.7.7 Defining Item Category Determination 92 2.5.7.8 CRM Billing Integration with R/3 Accounting 93 3.1 Maintaining Organizational Data Profile 94 3.2 Defining Partner Determination Procedure 97 3.3 Defining Date Profile 98 3.3 Action Profile 99 3.4 Status Profile 99 3.5 Defining Catalogs, Codes and Profiles 101 4.1 Service Process Controlling Integration 105 4.1.1 Checking Order Type for Internal Order (SAP ECC) 106 4.1.2 Establishing Controlling Type, Level, and Scenarios (SAP ECC) 108 4.1.3 Replicating Service Characteristics Relevant to Controlling (CRM) 109 4.2 Service Process Logistics Integration 110 4.2.1 Define Logistics Scenario for the Procurement of Materials and Services (CRM) 110 4.2.2 Assign Plant and Storage Location to Service Organizational Units (CRM) 110 4.2.3 Define Transfer Parameters for the Goods Movement 111 4.2.4 Create and Change Logistics Scenario for Article Withdrawal ( ECC ) 111 4.2.5 Set Purchasing Document Types for CRM Logistics Integration 112 5.1 Service Resource Planning. 113 5.1.1 Defining Scheduling Engine Functions 113 5.1.2 WFM Core Settings 114 Checking RFC Connection 114 5.1.3 Defining Time Allocation Types 114

5.1.4 Defining Availability Templates 115 5.1.5 Checking Application Status 117 5.1.6 Transferring Status to the WFM Core 118 5.1.7 Creating Resources and Availabilities 118 5.1.8 Appointment Offering in Service Orders 120 5.1.9 Checking Texts for Appointment Scheduling 120 5.2.0 Defining Appointment Interval Groups 121 5.2.1 Checking Parameters for Appointment Scheduling 122 5.2.2 Specifying Event Handling for the WFD Objects 123 5.2.3 Maintaining scales for Qualifications 124 5.2.4 Defining parameters for Qualification Requirements for Item category 125 5.2.5 Basic Setting for Service Resource Planning 126 5.2.6 Defining Service Profiles for Scheduling 127 5.2.7 Selecting the Scheduling Engine 128 CRM SERVICE: Configuration Guide 1 Purpose This configuration guide provides the information the configuration settings that have been made to for CRM SERVICE Processes. 2 Configuration Maintain Organizational Data for Service Scenarios 2.1.1 Performing Division Settings (SAP CRM) Use Here 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. Procedure 1. Access the activity using one of the following navigation options: Transaction code SPRO Division Settings 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 Divisions Use In 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. Procedure 1. Access the activity using the following navigation options: Transaction code SPRO Division Settings 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. Screen Entry Details 2.1.3 Define Distribution Channels Use In this step, we can define distribution channels for CRM. Procedure 1. 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 Define Distribution Channels 2. 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. Screen Entry Details 2.1.4 Define Combination of Distribution Channel and 2.1.5 Division Use In 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. Procedure 1. 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 Define Combination of Distribution Channel and Division 2. 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.

Screen Entry Details Maintaining Organizational Units Use Organizational 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) Use An organization model is created initially together with a root organizational unit which builds the basic node for all other organizational units. Procedure 1. 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 Model 2. 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 Value Basic data Organization Unit (ID) O 50000025 Organization Unit (Description) Reliance Retail Ltd. Address House No/Street Location Mumbai Postal Code Country IN

Attributes Country IN 6. Save your data. An ID will be automatically created for the root organization. 2.1.7 Create Organizational Unit Prerequisites The root node O 50000025 has already been created like described in preceding section. Procedure 1. 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. Result The organizational units for sales and service scenarios have been created. 2.1.8 Assign Attributes to Organizational Unit Use We 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 with Sales Sales organization Sales organization Sales Sales office Sales office

Sales Sales group Sales group Service Service organization Planning plant Procedure Access 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 attributes 1. 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 Assignment 50000039 Sales Sales organization ECC sales org.: 9001 50000039 Service Service Organization Service Organization: 0001 50000080 Service Service Team Maintaining of business attributes 1. 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 to 50000039 Sales Country IN Correspondence Language EN Sales Tupel () 0101 2001 Ref. currency for document INR Division 01 Distribution Channel 01 20 Postal Code 50000039 Service Postal Code 100000 199999

Postal Code 50000039 Sales Obj. Permitted in Determination 50000080 Service Obj. Permitted in Determination Postal code 110001 110400 50000080 Sales Tupel () 2001 Ref. currency for document INR Division 01 Distribution 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 Units Use You 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. Procedure 1. 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 Assignment 2.1.9 Creating a Billing Unit Use The 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. Procedure 1. 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: Result A billing organization unit has been created. Screen entry details 2.1.10 Assigning Billing Unit to Service and Sales 2.1.11 Organization Use The purpose of this activity is to define for service and sales transactions which billing units are found from the appropriate service/sales organizations. Prerequisites The respective service and sales organizations and billing units are already defined in the system. Procedure 1. 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 Entry Service Org O 50000039 Service Org SO_9001 Sales Org. O 50000039 S Org. SO_9001 Bill. Unit 10108 3. Save your entries. Result A billing unit has been assigned to each service and sales organization being necessary. 2.1.12 Assigning Company Code to Billing Unit Use The 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). Prerequisites Company Code 9001 has been replicated and a new billing unit has been created. Procedure 1. 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 Entry Bill. Unit 10108 Co Code 9001 3. Save your entries. 2.1.13 Assigning Plant and Storage Location to Service Organization Use The 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. Prerequisites The respective service organizations units are already defined in the system. Procedure 1. 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 Units 2. Choose New Entries and enter the following data: Field Name Field Entry Service Organization O 50000039 Service Team O 50000080 Service Employee * Plant 4001 Storage Location 1003 3. Save your entries. Result A 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 Product Use Hierarchies 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. Procedure 1. To carry out the activity, choose one of the following navigation options: SAP CRM Creating Hierarchies Transaction code COMM_HIERARCHY Maintain Categories and Hierarchies New Hierarchy Products SAP Menu Master Data

Screen entry details Result The new hierarchy is now created product type Service. 2.1.13.1.1 Assigning Service Product Type to Hierarchy Use The product types Service need to be assigned to the appropriate hierarchy. Procedure 1. Carry out the following steps: SAP CRM Assigning Product Type to Hierarchy Transaction code COMM_PRAPPLCAT IMG Path Cross-Application Components SAP Products Product Category 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 ID Service ZSER01 5. Choose Save. 6. Choose back twice. Result The new Service hierarchy is now assigned to the product type Service. 2.1.13.2 Categories for Service Products Use The 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 customers within four hours. The product categories with sets and attributes for those kinds of services have to be created. Prerequisites It 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 Categories Use Creation of new categories for service products used for SLA contracts, for service products used as items in a service order. Procedure 2. To carry out the activity, choose one of the following navigation options: SAP CRM Creating Categories Transaction 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 Resources Choose the root category Product Subtype ZSER_ 6. Choose New Category. 7. Enter the following data: Field Name Field Entry Category ID ZSER_0001 Description Service with Resources 8. Choose Continue. 9. On the Category tab page maintain the values as shown in the following table (if not already done): Category tab page Basic Data on Category Product Type Service Product / Object Assignment Possible Product / Object Maintenance: Control Fields Can Maintain Documents Can Maint. Conditions 10. On the Set Types tab page maintain the values as shown in the following table: Set Types tab page Assigned Set Types Set Type Description Position View ID COMM_PR_SHTEXT Descriptions 10 General COMM_PR_LGTEXT1 Basic Texts 20 General CRMM_PR_SALESA Sales: Control Fields, Quantities 10 Sales and Distribution CRMM_PR_SALESG Sales: Groupings 20 Sales and Distribution CRMM_PR_TAX Taxes 30 Sales and Distribution COMM_PR_LGTEXT2 Sales: Texts 40 Sales and Distribution COMM_PR_SRV Basic Data on Services 10 Service ZDIV_SET Division Set Type 20 Service CRMM_PR_BTR Transaction Control Fields 30 Service COMM_PR_SRVRR Resource Requirement 40 Service COMM_PR_SRVDUR Duration of Work 50 Service COMM_PR_UNIT Units of Measure 60 Service Creating Category for Contract Services Choose the root category Product Subtype ZSER_ 11. Enter the following data: Field Name Field Entry Category ID ZSER_0002 Description Service Products for Contracts 12. Choose Continue. 13. On the Category tab page maintain the values as shown in the following table (if not already done): Category tab page Basic Data on Category

Product Type Service Product / Object Assignment Possible Product / Object Maintenance: Control Fields Can Maintain Documents Can Maint. Conditions 14. On the SetTypes tab page maintain the values as shown in the following table: SetTypes tab page Assigned Set Types Set Type Description Position View ID COMM_PR_SHTEXT Descriptions 10 General COMM_PR_LGTEXT1 Basic Texts 20 General CRMM_PR_SALESA Sales: Control Fields, Quantities 10 Sales and Distribution CRMM_PR_SALESG Sales: Groupings 20 Sales and Distribution CRMM_PR_TAX Taxes 30 Sales and Distribution COMM_PR_LGTEXT2 Sales: Texts 40 Sales and Distribution COMM_PR_SRV Basic Data on Services 10 Service ZDIV_SET Division Set Type 20 Service CRMM_PR_BTR Transaction Control Fields 30 Service CRMM_PR_SRVENT Default Values for Service Contracts 40 Service COMM_PR_UNIT Convert Units of Measure 50 Service SERVICEPLAN Service Plan 60 Service Warranty Products Hierarchy for Warranty Product Use Hierarchies 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. Procedure 15. To carry out the activity, choose one of the following navigation options: SAP CRM Creating Hierarchies Transaction code COMM_HIERARCHY Maintain Categories and Hierarchies New Hierarchy Products SAP Menu Master Data Screen entry details 2.1.13.2.2 Assigning Warranty Product Type to Hierarchy Use The product types Service need to be assigned to the appropriate hierarchy. Procedure 7. Carry out the following steps: SAP CRM Assigning Product Type to Hierarchy Transaction code COMM_PRAPPLCAT IMG Path Cross-Application Components SAP Products Product Category 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 ID Service ZWTY01 11. Choose Save. 12. Choose back twice. Result The new Warranty hierarchy is now assigned to the product type Service. Creating Category for Warranties 13. Choose the root category Product Subtype ZWTYCAT_ 14. Choose New Category. 16. Enter the following data: Field Name Field Entry Category ID ZWTYCAT001 Description Warranty Time Dependent 17. Choose Continue. 18. On the Category tab page maintain the values as shown in the following table (if not already done): Category tab page Basic Data on Category Product Type Warranty Product / Object Assignment Possible Product / Object Maintenance: Control Fields Can Maintain Documents Can Maint. Conditions 19. On the Set Types tab page maintain the values as shown in the following table: Set Types tab page Assigned Set Types Set Type Description Position View ID COMM_PR_LGTEXT1 Basic Texts 10 General COMM_PR_SHTEXT Descriptions 20 General CRMM_PRWTY Warranty 10 Warranty CRMM_PRWTY_CAT Warranty Catalog Data 20 Warranty CRMM_PRWTY_CNT Warranty Counter Data 30 Warranty CRMM_PRWTY_SRV Warranty Services 40 Warranty 20. Save your entries. Install Base Creation Creating Categories for Equipment Replication Purpose The Purpose of this equipment category is to map the equipment structure in ECC to CRM. Procedure 21. To carry out the activity, choose one of the following navigation options: SAP CRM Creating Categories Transaction 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 Equipment 25. Choose New Category. Screen entry details Default settings for Equipment Replication Procedure 26. To carry out the activity, choose one of the following navigation options: IMG Define Default Settings for Equipment Replication Transaction code Installed Base Replication of Equipment fromSAP Menu Master Data SAP ECC Customer Service (CS) Define Default Settings for Equipment Replication Screen entry details Settings for Service Transactions (CRM) Defining Transaction Types (Service Order and Service Confirmation) Use In 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. Procedure 1. 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 Parameters Trans. Type ZSRO CDIT Service Order ZL1S CDIT L1Service order ZSRT CDIT Order Templ ZINS CDIT Installation ZSRC CDIT Service Confirm

4. Choose Enter. 5. Choose Save. Screen Entry Details Defining Item Categories Use In 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. Procedure 1. 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 Parameters Item category ZSOP Reliance Service Item ZSPR R Item for Pur req ZSRR R Item for reservati ZSTP Rel Templ. Service ZL1S L1 Service Item SRVP SAP Service Item ZSCP Rel Confirm. Service ZSCM R Confirm .Material ZFSP Confirm. Service Free 4. Choose Enter. 5. Choose Save. Screen Entry Details Defining Item Category Determination (Service Order) 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. 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 check Procedure 1. 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 ZSOP ZSRO ZSRP ZSOP ZSRO ZSRM ZSRR ZSRO NORM ZSRR ZSRO SPLA SRVP ZL1S ZSRP ZSOP ZL1S ZSRM ZSRR ZL1S NORM ZSRR ZINS ZFSP SRVP ZINS ZSRP ZSOP ZINS NORM ZSRR ZINS ZSRM ZSRR ZSRT ZSTP ZSRT ZSRP ZSTP ZSRT ZSRM ZSTP ZSRC SPLA ZFSP ZSRC ZSRP ZSCP ZSRC ZSRM ZSCM ZSRC ZSRM ZSCP ZSCM ZSRC ZFSP ZFSP 3. Save your entries. Screen Entry Details Defining Copying Control for Transaction Types Use In 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. Procedure 1. 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 Agreements ZSRO ZSRC ZL1S ZSRC ZINS ZSRC ZSRT ZSRO

3. Save your entries. Defining Copying Control for Item Categories (Service Order to Conformation) Use In 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. Procedure 1. 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 data ZSOP ZSCP Copy all conditions ZSRR ZSCM Copy all conditions ZL1S ZSCP Copy all conditions 3. Save your entries. Defining Item Category determination while copying (Service Order to Confirmation) Use In 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. Procedure 1. 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 copying 2. Choose New Entries and enter the following new copying controls: Source Category. Target Trans. type ItemCat by ZSOP ZSRC ZSCP ZSRR ZSRC ZSCM ZL1S ZSRC ZSCP SRVP 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. Procedure 6. 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 Parameters Trans. Type ZSRQ CDIT Serv Ord Quote 9. Choose Enter. 10. Choose Save. Screen Entry Details Defining Item Categories Use In 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. Procedure 6. 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 Parameters Item category ZSQM Service Mat. Item Qt ZSQP Service Prod. Item Qt 9. Choose Enter. 10. Choose Save. Defining Item Category Determination (Service Order Quotation) 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. Procedure 4. 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 ZSQP ZSRQ ZSRP ZSQP ZSRQ ZSRM ZSQM 6. Save your entries. Screen Entry Details Defining Copying Control for Transaction Types Use In 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. Procedure 4. 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 Agreements ZSRQ ZSRO ZSRQ ZL1S ZSRQ ZINS ZSRQ ZINH ZSRO ZSRQ ZL1S ZSRQ ZINS ZSRQ ZINH ZSRQ 6. Save your entries. Screen Entry Details Defining Copying Control for Item Categories (Service Order Quotation to Service Order) Use In 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. Procedure 4. 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 data ZSQP ZL1S Copy all conditions ZSQP ZSOP Copy all conditions ZSQM ZSRR Copy all conditions ZSOP ZSQP Copy all conditions ZSRR ZSQM Copy all conditions ZL1S ZSQP Copy all conditions 6. Save your entries. Defining Item Category determination while copying (Service Order Quotation to Service Order) Use In 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. Procedure 4. 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 copying 5. Choose New Entries and enter the following new copying controls: Source Category. Target Trans. type Item Cat by ZSQP ZSRO ZSOP ZSQM ZSRO ZSRR ZSQP ZINS ZSOP ZSQM ZINS ZSRR ZSQP ZL1S ZSOP ZSQM ZL1S ZSRR ZSQP ZINH ZSOP ZSQM ZINH ZSRR ZSOP ZSRQ ZSQP ZSRR 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.

Procedure 1. 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 Parameters Trans. Type ZINH RIL In-House Repair ZRET CDIT Sales Returns ZUPR REL Used Part Return 4. Choose Enter. 5. Choose Save. Screen Entry Details Defining Item Categories Use In 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. Procedure 9. 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 Parameters Item category ZRRQ CDIT Repair Request ZRSU R Return for Repair ZDGN RIL Diagnosis Item ZLOA R Loan Device Deliver ZLRE R Loan Device Pick Up ZDRE Returns Request ZCMP CDIT Complaints ZG2N Credit Memo ZTNN CDIT Fre of Char Sub ZSRE sales Return item 9. Choose Enter. 10. Choose Save. Defining Item Category Determination (In-House Repair, 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. Procedure 7. 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 ZRRQ ZINH REPA ZDGN ZSOP ZINH NORM ZRRQ ZINH NORM LOAN ZDGN ZLOA ZINH NORM LOAN ZLOA ZLRE ZINH NORM ZINH NORM REPA ZDGN ZSOP ZINH NORM RRET ZRSU ZRET ZINH NORM RSUB ZRRQ ZRSU ZINH ZLOA ZLOA ZINH ZLOA LRET ZLOA ZLRE ZINH ZSRM ZSRR ZINH ZSRM RMAT ZSOP ZSRR ZINH ZSRP ZSOP ZINH ZSRP ZRRQ ZDGN ZINH ZSRP DGNS ZRRQ ZDGN ZINH ZSRP REPA ZDGN ZREP ZUPR NORM ZDRE ZUPR ZSRM ZDRE ZRET ZCMP ZRET NORM ZCMP ZRET NORM CRED ZCMP ZG2N ZRET NORM REPL ZCMP ZTNN ZRET NORM RETR ZCMP ZSRE ZRET ZSRM ZCMP ZRET ZSRM CRED ZCMP ZG2N ZRET ZSRM REPL ZCMP ZTNN ZNORM ZSRM RETR ZCMP ZSRE 9. Save your entries. Defining Copying Control for Transaction Types Use In 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.

Procedure 7. 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 Agreements ZINH ZREM ZINH ZSRC ZINH ZSRQ ZRET ZSRC ZSRC ZUPR Defining Copying Control for Item Categories (Service Order Quotation to Service Order) Use In 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. Procedure 7. 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 data ZRRQ ZDGN ZRRQ ZRSU ZRSU ZRET ZDGN ZSOP ZSOP ZSRR ZLOA ZLRE ZSOP ZLOA ZCMP ZSRE ZCMP ZG2N ZCMP ZTNN ZSCM ZDRE 9. Save your entries. Settings for Service Contract Transactions (CRM) Defining Transaction Types (Service Contract Quotation, Service Contract) Use In 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. Procedure 11. 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 Parameters Trans. Type ZSCQ CDIT Contract Quote ZSC CDIT Service Contract 14. Choose Enter. 15. Choose Save. Screen Entry Details Defining Item Categories Use In 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. Procedure 12. 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 Parameters Item category ZRRQ CDIT Repair Request ZSCN R Serv. Contract Item ZRSU R Return for Repair ZSCQ R Serv. Contract Item ZDGN RIL Diagnosis Item 16. Choose Enter. 17. Choose Save. Screen Entry Details

Defining Item Category Determination 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. Procedure 10. 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 ZSCN ZCSQ ZSRP ZSCQ ZSC SPLA SPLA ZSC SPLA ZSCN SPLA Defining Copying Control for Transaction Types Use In 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. Procedure 9. 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 Agreements ZSCQ ZSCN Defining Copying Control for Item Categories Use In 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. Procedure 10. 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 data ZSCN ZCMP

ZSCN ZSOP ZSCN ZSRR ZSCN ZRRQ ZSCN ZDGN ZSCN ZL1S ZSCQ ZSCN 12. Save your entries. Defining Item Category determination while copying Use In 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. Procedure 2 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 copying 3 Choose New Entries and enter the following new copying controls: Source Category. Target Trans. type Item Cat by ZSCN ZSRO ZSOP ZSCQ 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. Procedure 18. 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 Parameters Trans. Type Z2SK Invoice Service Contract ZBSO Invoice SER ORD ZL2 CDIT Debit Memo

21. Choose Enter. 22. Choose Save. Screen Entry Details 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. Procedure 15. 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 Parameters Item category ZSCN RR Service ZL2N Debit Memo Item ZSCC RR Service Contract 23. Choose Enter. 24. Choose Save. Screen Entry Details Defining Item Category Determination Use In this process, you can define item category determination for CRM billing Procedure 12. 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 category ZSRC ZSCP ZSCN ZSRC ZSCM ZSCN ZSC ZSCN ZSCC ZRDM ZLMF ZL2N CRM Billing Integration with R/3 Accounting Assign Revenue Accounts for Service Processes Procedure 14. 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 * * * 5420300 O 50000039 0PAG 20 * * * 6370700 O 50000039 0PAR 20 * * * 6370700 O 50000039 0PN0 20 * * * 6370710 O 50000039 1308 20 * * * 6370700 O 50000039 PTCS 20 * * * 5420300 O 50000039 PTRD 20 * * * 7575800 O 50000039 PTVI 20 * * * 5671200 O 50000039 ZPCE 20 * * * 6370700 O 50000039 ZPHA 20 * * * 6370700 O 50000039 ZPIT 20 * * * 6370700 O 50000039 ZPSV 20 * * * 6370710 O 50000039 ZPTE 20 * * * 6370700 O 50000039 ZRND 20 * * * 6370700 2.5.7.9 Assign Document Types Procedure 16. 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 AB ZBSO ZR AB ZG2 DG DA ZL2 DR DR Basic Functions 3.1 Maintaining Organizational Data Profile Use The 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. Prerequisites The 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. Procedure 1. 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 Profile 2. To create new organizational data determination profile perform the following the following steps 3. Choose new entries and enter the following values 4. Save Settings 5. Assign Organizational data profile to Transaction types. 3.2 Defining Partner Determination Procedure Use The 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. Procedure 1. To carry out the activity, choose one of the following navigation options: SAP CRM Defining Partner Determination Procedure Transaction code SPRO IMG Path Customer Relationship Management Basic Functions Partner Processing Define Partner Determination Procedure 2. Highlight the standard determination procedure and choose Copy As. 3. Maintain the following values: Z0000006 Reliance Service Header Z0000007 Reliance Service Header Instal Z0000008 Reliance iist Service Header Z0000009 Tech Consignment stock Z0000010 Reliance Service Header L1 Z0000020 Business Activities-SMS Z0000030 Reliance Spare Part Item Z0000062 Notification ZLOAPART loa partner det ZPART_SC Rel Service Contract PD ZREPA In House Repairs ZRETPAR CDIT Returns Profile ZRETRNS CDIT Returns Item ZRSUPART zRepair: Normal Item ZSRC_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 entries 8. Assign Partner determination profiles to Transaction types and item categories. 3.3 Defining Date Profile Use The 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. Procedure 1. To carry out the activity, choose one of the following navigation options: SAP CRM Defining Date Profile Transaction 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 Contracts ZPREFINST Date Profile for Installation ZSPL002 Date Profile for CDIT Service Plan ZSRVOR_DTPR CDIT serv ord date profile ZSRV_QUOT CDIT Standard Service Quotation Item 3. Save your entries 4. Assign newly created Date Profiles to transactions and item categories. 3.3 Action Profile Procedure 1. Access the activity using the following navigation options: SAP CRM Maintaining Action Profile for Print Action Transaction 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 Plan ZING_REPITM Repair Item ZINHOUSEREP_PRINT In-House Repair Print ZNEW_INHOUSE_REP_ACTIONS Rel In House Repair Actions ZREPAIR_ITEM Repair Item ZREPAIR_LOAN_DEVICE Repair Loan Device Item ZREP_PART REP PART ZRETURN_REQ Return Request ZSALERET_REP Repair Product for Sales ret ZSERVICE ORDER QUOTE Service Quote Print

ZSERVICECONTRACT_PRINT service contract print ZSERVICEORDER Service Order ZSERVICEORDER_PRINT Service Order Print ZSERVICEORDER_STATUS_CHANGE Service Order Status Change 3. Save your entries 4. Assign newly crated action profiles to transaction types and item categories. 3.4 Status Profile Procedure 1. Access the activity using the following navigation options: SAP CRM Maintaining Action Profile for Print Action Transaction code SPRO Define Status Profiles Status Management Basic Settings Transactions IMG Path CRM Select Standard Status Profiles and choose copy As.. 3. Save entries 4. Assign the newly created status profiles to transactions. 3.5 Defining Catalogs, Codes and Profiles Use The catalogs ,codes and profiles control the reason for complain, cause of the defect , the corrective measure taken for a service transaction. Procedure To carry out the activity, choose one of the following navigation options: SAP CRM Catalogs, Codes and Profiles Transaction code SPRO Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship Management > Define Catalogs SAP CRM Catalogs, Codes and Profiles Transaction 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 Profiles Transaction code SPRO Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship Management > Define Code Group Profiles SAP CRM Catalogs, Codes and Profiles Transaction code SPRO Catalogs, Codes and Profiles - Basic Functions IMG Menu Customer Relationship Management > Define Subject Profiles SAP CRM Catalogs, Codes and Profiles Transaction code SPRO

Transactions -IMG Menu Customer Relationship Management > Settings for Complaints -> Settings for Subjects -> Assign Subject Profiles to Transaction Types Service Process Controlling Integration Use The 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) Use The 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. Procedure 1. 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. Result A new order types for internal orders has been created. Establishing Controlling Type, Level, and Scenarios (SAP ECC) Use The 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. Procedure 1. 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 Scenarios 2. Choose New Entries. 3. . Result The required controlling type and controlling level have been specified. Replicating Service Characteristics Relevant to Controlling (CRM) Use The 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. Procedure 1. Access the activity using one of the following navigation options: SAP CRM Replicating Service Characteristics Relevant to Controlling Transaction 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 Categories 4. Choose Execute. Result The 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 Integration Use The 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) Use The purpose of the this section is to define the logistics scenario like purchase requisition, purchase order or reservation to be created from CRM system. Procedure SAP CRM Define Logistics Scenario for the Procurement of Materials and Services Transaction 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) Use The purpose of this section is to assign the Plant and storage location for the spare part withdrawal. Procedure SAP CRM Define Logistics Scenario for the Procurement of Materials and Services Transaction 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 Movement Use The purpose of this section is to specify the withdrawal of goods from plant and storage location

by the appropriate movement type. Procedure SAP CRM Define Logistics Scenario for the Procurement of Materials and Services Transaction 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 ) Use The purpose of this section is to specify in ECC the logistics scenario for material withdrawal. Procedure SAP ECC Create and Change Logistics Scenario for Article Withdrawal Transaction 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 Integration Use The purpose of this section is to set the type of purchasing document to be created from CRM for a spare part not available. Procedure SAP ECC Set Purchasing Document Types for CRM Logistics Integration Transaction 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. Use You can use the Service Resource Planning function to find suitable and available resources (technicians) to assign to a service item. Prerequisites If 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 Functions Use The 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. Procedure 1. Access the activity using the following navigation options: SAP CRM Defining Scheduling Engine Functions Transaction code SPRO

Settings Settings for Service Processes Transactions IMG menu CRM Select Active Functions for Schedulingfor Service Resource Planning Engine 2. Check if the following functions are activated: Function Active Appointment Scheduling Ranking List of Resources to Tasks Service Process Buffers 3. If not, activate these options and save your entries. WFM Core Settings Checking RFC Connection Use You 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. Procedure 1. Access the activity using the following navigation options: SAP CRM Checking RFC Connection Transaction code SPRO IMG menu CRM Transactions Settings for Service Processes Settings for Service Resource Planning Select RFC Connection 2. Make sure that no RFC connection has been assigned here. Otherwise delete all values. Defining Time Allocation Types Use The 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). Procedure 1. Access the activity using the following navigation options: SAP CRM Defining Time Allocation Types Transaction 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. Result All required time allocation types are created. Defining Availability Templates Use The 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.

Procedure 1. Access the activity using the following navigation options: SAP CRM Defining availability Templates Transaction 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 Status Use An assignments 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. Procedure 1. Access the activity using the following navigation options: SAP CRM Checking Application Status Transaction 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 Text CRMSV I1004 10 REL Released CRMSV I1005 10 CMPD Completed CRMSV I1058 10 ASGD Assigned CRMSV I1059 10 INFO Informed CRMSV I1060 10 REJC Declined CRMSV I1061 10 ACTD Accepted CRMSV I1062 10 CUST At Customer Site Transferring Status to the WFM Core Use The 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. Prerequisites This transfer is first possible using WFM Core 4.0. Procedure 1. Access the activity using one of the following navigation options: SAP CRM Transferring Status to the WFM Core Transaction code CRM_LRP_STATUS_WFM Workforce Deployment -IMG menu CRM > General Settings for Service Resource Planning > Transfer Status to the WFM Core 2. Choose Execute to run the activity.

Creating Resources and Availabilities Use If 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. Procedure Log in to Portal and navigate to Workforce Management Under 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 Orders Use The 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 Scheduling Use If 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. Procedure 1. Access the activity using the following navigation options: SAP CRM Checking Texts for Appointment Scheduling Transaction 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 Groups Use The 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 requirement Procedure 1. Access the activity using the following navigation options: SAP CRM Defining Appointment Interval Groups Transaction 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 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. Result All required appointment interval groups and appointment intervals were defined. 5.2.1 Checking Parameters for Appointment Scheduling Use The 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. Procedure 1. Access the activity using the following navigation options: SAP CRM Checking Parameters for Appointment Scheduling Transaction 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 Objects Use

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 transferred Prerequisites You 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. Procedure 1. Access the activity using the following navigation options: SAP CRM Specifying Event Handling for WFD Objects Transaction 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 Qualifications Use The 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. Procedure SAP CRM Qualifications Transaction 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 category Use The 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.

Procedure SAP CRM Qualifications Transaction 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 Planning Use The 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. Procedure SAP CRM Service Resource Planning Transaction 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 Scheduling Use In 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). Procedure SAP CRM Service Resource Planning Transaction 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 Engine Use The 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. Recommendation The 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. Procedure SAP CRM General Settings for Service Resource Planning Transaction code SPRO Workforce Deployment -IMG menu Customer Relationship Management > General Settings for Service Resource Planning -> Select Scheduling Engine Filter value chosen is shown below.