SAP CRM Service Management rapid-deployment
solution
V2.703
Agenda
Overview
Solution in Detail
Package Deployment
Software Products and System Landscape
Detailed Scope
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
2
Solution At-a-Glance : SAP CRM Service Management rapiddeployment solution
Ready to run, a solution with fixed scope, predefined services at a predictable price with the flexibility for future extension
Business Requirement
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?
•Ÿ
Improve operational excellence
•Ÿ
Increase productivity and utilization of field engineersŸ
•Develop service team into a high performing organization
•Ÿ
Increase service efficiency
•Ÿ
Reduce costsŸ
•Increase service revenue
•Ÿ
Increase customer satisfaction
Solution
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
Learn more
Deploy Service Management Quickly and Affordably
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
3
Overview
Deploy Service Management Quickly and Affordably
Business challenges
There is a solution
 C
Ÿ ustomers 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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
5
Business process scope covered in SAP CRM Service
Management rapid-deployment solution
Service functionality, that helps you achieve your CRM Vision
Interaction Center
 Service Request with
Knowledge Article
 Service Order
Management
Service Order Management (CRM
Standalone and with ERP
Integration)
Complaints & Returns
Management (only with ERP
Integration)
 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*
Solution
Selling
 Package
Quotation
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.
* for existing ERP SD customers only; requires ECC 6.0 EHP6. Please see the notes section of the slide for more information
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
6
Benefits for you
Business benefits
Measurable success
 IŸmprove operational excellence
 Ÿ
Increase productivity and utilization of field engineersŸ
 Develop service team into a high performing
organization
 Ÿ
Increase service efficiency
 Ÿ
Reduce costsŸ
 Increase service revenue
 Ÿ
Increase customer satisfaction






© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Utilization of resources
Service level compliance
Mean time to repair
First-time fix rate
Service order lead time
Resource productivity
Customer
7
Solution in Detail
Interaction Center Service Request Management with Knowledge Articles:
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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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
Customer
9
Interaction Center Service Request Management with Knowledge Articles:
In the system
Key functionality
 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)
Service request processing in the Interaction Center
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
10
IC Service Request Management with Knowledge Article
(1/2) Incoming E-Mail Processing
SAP Customer Relationship Management
Interaction Center Agent Service
Customer
Send E-Mail
Select E-Mail
Identify and Confirm
Account
Check Customer
Interaction History
Search Knowledge Article
Create Service Request &
Provide Knowledge
Article by E-Mail
Receive Knowledge
Article via E-Mail
Complete Interaction
Record
End Interaction
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
11
IC Service Request Management with Knowledge Article
(2/2) Incoming Call Processing
SAP Customer Relationship Management
Interaction Center Agent Service
Customer
Identify and Confirm
Account
Open Service Request
Change Service Request
& Route to 2nd Level
Complete Interaction
Record
End Interaction
Receive E-Mail with
status change
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
12
Interaction Center Service Order Management:
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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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
Customer
13
Interaction Center Service Order Management:
In the system
Key functionality
 Open service request
 Create service order
 Appointment scheduling where
applicable
Resource Scheduling in the Service Order in
the Interaction Center
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Service prediction in the Service Order in the
Interaction Center
Customer
14
Interaction Center Service Order Management
SAP Customer Relationship Management
BP IC Agent Service
Customer
C53 IC Service
Request Mgt with
KA
Open Service Request
Create Service Order
Appointment Scheduling
Schedule appointment
with Customer
Complete Interaction
Record
End Interaction
C68 or C69
Service Order
Management
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
15
Service Order Management (CRM Standalone):
Scope and benefits
This business process covers the entire process flow for a
service inquiry:
•Service

Ÿ eduction of internal costs through an integrated
R
end-to-end service order processing

IŸncreased 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
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
16
Service Order Management (CRM Standalone):
In the system
Key functionality




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
Service Order Processing in SAP CRM
Resource Scheduling using Visual Business
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
17
Service Order Management (CRM Standalone)
SAP Customer Relationship Management
Service Employee
Service Manager
Service Technician
Create Quotation
Check Quotation Items
Send Quotation to
Customer
Convert Quotation to
Service Order and
Release
Assign Service Item(s) to
Service Employee(s)
Fulfill Service Onsite
Create Service
Confirmation
Release Items for Billing
Create Billing Document
Send Invoice to
Customer
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
18
Service Order Management (ERP Integration):
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)


© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Ÿ eduction of internal costs through an integrated
R
end-to-end service order processing
Increased utilization and productivity of field service
Ÿ
engineersŸ
Improved SLA compliance and customer satisfaction
through integrated contract and warranty processing
Leverage SAP ERP investments through an out-ofŸ
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
Customer
19
Service Order Management (ERP Integration):
In the system
Key functionality







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 Ÿ
and 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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Service Order with Integration into SAP ERP
Customer
20
Service Order Management (ERP Integration)
SAP Customer Relationship Management
SAP ERP
Service Manager
Service Employee
Service Employee
Service Technician
Create Quotation
Check Quotations Items
Send Quotation to
Customer
Convert Quotation to
Service Order and
Release
Create Internal Order*
Assign Service Item(s) to
Service Employee(s)
Fulfill Service Onsite
Create Service
Confirmation
1
Time Sheet Update*
Create Sales Order
Post Goods Issue*
1
Dynamic RFC – C71
Create Billing Document
* Step only occurs
if the processes have been configured in ERP
Send Invoice to
Customer
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
21
Complaints and Returns Management (ERP Integration):
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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Ÿ eduction of internal costs through an integrated
R
end-to-end complaints and returns processing

IŸmproved complaint processing by providing access
to all related documents and data

IŸncreased customer satisfaction through integrated
entitlement check and efficient processing of the
customer inquiry
Customer
22
Complaints and Returns Management (ERP Integration):
In the system
Key functionality




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
Complaint creation
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
23
Complaints and Returns Management
SAP Customer Relationship
Management
SAP ERP
Service Employee
Create Complaint
Create Credit Memo
1
Create Return
Request
Create Sales Order
Complete
Complaint
Create Billing
Document
Check Return
Request
Process Inbound
Delivery
Process Goods
Receipt
Process Goods
Movement
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
1
Dynamic RFC – C71
Customer
24
Solution Selling:
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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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
Customer
25
Solution Selling:
In the system
Key functionality
 Create package quotation
 Accept quotation
 Create service contract and service
contract processing
 Create service order
 Create sales order
Solution Selling Quote creation
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
26
Solution Selling
SAP Customer Relationship
Management
SAP ERP
Service Employee
Create Package
Quotation
Accept Quotation
Create Service
Contract
Create Sales Order
109 - Sales Order
Processing:
1
Sale
from Stock
Create Service Order
C69 – Service
Order
Management
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
27
Package Deployment
Rapid deployment of service management with SAP CRM V2.703
What’s included – Service scope
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.
Accelerators support each deployment activity
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
29
Project plan and timelines
1
Start
2 Deploy
Prepare Project
 Activate Solution
Kick off workshop
 Confirm Activation
Select Options
 Implement Options
Confirm Installation
 Train Key Users
 Set up
Customer Data
3 Run
 End-user Training and
Organization Change
Management
 Hand over of solution
 Go-live and Support
 User Acceptance
Testing
 Switch to Production
SAP involvement
Customer involvement
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
30
Service Scope
Key deliverables
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
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
31
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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
32
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Integration Points:
1)Business Configuration
Integration 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 Configuration
Integration points exist…
for the connectivity between ECC and CRM.
for the required customizing from SAP ERP.
with SAP NetWeaver Search and Classification (TREX).
Customer
33
Service scope optionsfielService Module Costs
The customer can select which scenarios they would like to implement. The Foundation is required in
all cases.
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
34
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)
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
36
System Landscape Graphic
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
37
Detailed Scope
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – SAP Core System Installation
CRM
Standalone
ECC Integrated
SAP Core Installation System Check


Activation of Web Client Services for SAP CRM


Organization Model Configuration


Scope Details
Connection to a SAP ERP Back-End System

Middleware and Integration Settings

© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
39
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Account and Contact Management
Scope Details
Business Partner Roles
Accounts
Contacts
Competitors
Prospects
Employees
CRM
Standalone
ECC Integrated










Download Licensee Master Data from the Connected SAP ECC to SAP CRM
Accounts
Contacts
Data Upload from Data Import Section
Accounts
Contacts
Product





Customer Hierarchy
Manual Creation in SAP CRM
Download from SAP ECC

Business Partner Relationships


Merge Accounts


Marketing Attributes


© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Customer
40
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Activity Management
CRM
Standalone
ECC Integrated
Three Activity Transaction Types
Interaction Log
E-mail
Visit






One Task Transaction Type


Four User Defined Category Values


One Activity Journal Template


Access Sequence for Determining Sales Representative


Three New Partner Determination Procedures
One With Calendar Entries for Activities
One Without Calendar Entries for Activities
One Without Calendar Entries for Tasks






Action Profile with Example Actions for Follow-up Tasks, Printing and Reminder E-mails


One Questionnaire Attached to Activity


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
41
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Service Process
CRM
Standalone
ECC Integrated
Three Transaction Types
Service Quotations
Service Order
Service Order Template






Create Service Quotations/Order from Service Template


Categorization Schema with Hierarchy
Maximum of Four Levels
Total of 24 Entries




Standard Profiles/Procedure for:
Org Determination
Status
Partner Determination
Date
Action
Pricing












Warranty Determination


Service Contract Determination


Qualification Integration for Resource Planning


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
42
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Service Process (2)
CRM
Standalone
ECC Integrated
Notes (Five Text Types)


Standard Priority Values


Access Sequence for Determining the Responsible Service Employee Group


Scope Details
Availability Check for Service Parts

Creation or Assignment of an Internal Order as a Cost and Revenue Collector in ECC FI/CO

© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
43
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Service Confirmation
CRM
Standalone
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


Scope Details
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

© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
44
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Billing
Scope Details
CRM
Standalone
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
ECC Integrated

Customer
45
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Resource Planning & Scheduling
CRM
Standalone
ECC Integrated
Resource Planning Application
Setup for Service Order-based Demands
Identification and Matching of Resources with Demands
Selection 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 Areas
Qualifications (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


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
46
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Service Contract
CRM
Standalone
ECC Integrated
One Service Contract Transaction Type


Standard Profiles/Procedure for:
Org Determination
Status
Partner Determination
Date
Action
Pricing












Cancellation Procedure


Service Contract Determination in Service Order, Confirmation as well as Complaint


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
47
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Installed Base
Scope Details
CRM
Standalone
ECC Integrated
Maintain Components


Maintain Warranty Start Date


Definition of Warranty Master


Download of Equipment Record and/or Functional Location
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Customer
48
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Complaints & Returns
Scope Details
CRM
Standalone
ECC Integrated
One Transaction Type for Complaints

Standard Profiles/Procedure for:
Org Determination
Status
Partner Determination
Date
Pricing





Credit Memo and Return Items

Returns
Return Request
Return Delivery
Goods Receipt & Goods Movement
Credit Memo Request




All SAP ECC Integration Assumes that Standard SAP ECC Functionality is Already Implemented

© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
49
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Solution Selling
Scope Details
CRM
Standalone
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

Standard Profiles/Procedure for:
Org Determination
Status
Partner Determination
Date
Action
Pricing






Copy Control from Packaged Quotation to:
One Service Order
One Service Contract
One Sales Order



Assumes that CRM Sales Order Functionality is Already Implemented

© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
50
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Interaction Center (IC) Foundation
CRM
Standalone
ECC Integrated
Two Transaction Types
IC Activity
Interaction 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


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
51
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Interaction Center Service Request
CRM
Standalone
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


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
52
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Interaction Center Service Order
CRM
Standalone
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)


Scope Details
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
53
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Interactive Reporting
CRM
Standalone
ECC Integrated
Activate the Standard Reports and Infotypes for Use in Reporting


Foundation Reports:
Accounts with Open Activities
Active Accounts




Service Reports:
Interaction Records by Account and Category
Service Requests by Account, Status and Priority














Scope Details
Enable Creation of Custom CRM Interactive Reports for Users of the Following Business Roles:
Service Manager
Sales Manager
IC Manager
Power User
Customize the Navigation Bar and Activate Reporting Links
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
54
Rapid Deployment of Service Management with SAP CRM
Detailed Scope – Business Roles
Scope Details
CRM
Standalone
ECC Integrated
Account and Contact Management and Activity Management
Service Employee
Service Manager




Service Order Management and Solution Selling
Service Employee
Service Manager
Service Technician






Complaints & Returns Management
Service Employee
Service Manager




Interaction Center
IC Manager
IC Agent Service




© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
55
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
57
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
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
58
Thank You!
Contact information:
F name MI. L name
Title
Address
Phone number
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
SAP Rapid-Deployment solutions
The fastest way to run your business better
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
© 2014 SAP SE or an SAP affiliate company.
All rights reserved.
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 forwardlooking 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.
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
62