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CR-700 SERVICE
I - OVERVIEW
SAP CRM supports broad range of services
1. Customer services: Customer support, complaint handling etc,
2. Technical services: nstallations, repairs etc,
!. Professional services: Consulting, setting.
". Financial services: #easing financing etc.
!SI"ESS PROCESS#
1. Customer $ill use CSS%nternet customer self service to search for a solution orto enter a service re&uest or customer contacts call centre agent for solution.
2. 'he Agent searches for a solution to the customers and offers one of the possible
several solutions.
!. Customer tries the solution received in the (%mail. f it doesn)t fi* the problem.
". 'he Agent then creates a service order lin+ing a previous interaction.
. A -ispatcher Service Manager/ dispatches assigns/ the order to an available
service technician.
0. 'he 'echnician receives a re&uest and accepts the service order on a mobile device
performs the repair and confirms time and material.
. After confirmation has been performed the customer receives a bill.
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E"EFITS:
1. Respond &uic+l4 to the all service needs.
2. 6no$ customer histor4 and individual re&uirements
!. Resolve service calls efficientl4.
". Reduce no. of interactions.
. mprove product &ualit4 through continuous feedbac+.
0. -rive customer value and satisfaction.
SERVICE OR$%"I&%TIO"#
t)s a logical entit4 $hich is responsible for providing services to the customers
SERVICE TE%'#
Service 'eam is an organi7ational unit that is responsible for e*ecuting services $hich
is deplo4ed in the resource planning.
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II - I"ST%((E) %SE
nstalled base is a representation of hierarchical component structure or setup of
device, machiner4, products, delivered and installed at customer place.
"OTE # nstalled base also includes intangible ob8ects such as S39 pac+ages and licenses.
enefits:
1. Provides field service representatives the information necessar4 to anticipatere&uirements prior to arriving onsite.
2. seful in product improvements ; &ualit4 management b4 trac+ing services
performed on products ; installation.
Scenarios of installe* +ase:
1. <ne =ase per tem: All customer ob8ects in one =ase.
2. <ne =ase per Customer: Maintain =ase per customer.
Structure of I ase:
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>eader
Categor4(*it -
-escription
Status
Product
Address
-ocuments
Components:Products
'e*t items
ndividual ob8ects
nstalled =aseCustomer specific '4pes
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• 'he installed =ase of the upper most header/ are used to structure the customer
or =P.
E,amle: -epartment, =uilding, =ranch etc.
• 'he installed =ase components are found at lo$er level.
"OTE: the number of =ase levels is unlimited.
1. base maintenance
Create Change
-ispla4
2. comparison of 2 =ases
a. compare 2 different =ases
b. compare 2 different states of one base
!. 'ree structure for base components navigations provides
a. Cut, cop4; paste b. drag ; drop
c. from one base to another base
• =ase is technicall4 a particular form of a product $here product related
functions li+e set t4pes attributes can be used
• =ase individual ob8ect: individual ob8ect enables to uni&uel4 identif4 specific
item ; to trac+ them in a business process $here these are identified b4 a numberor a fi*ed description.
In*ivi*ual o+ect Vs ro*uct:
Product contain information on the features of all the components of a product ;it is same in all the products
E./.# Si7e of RAM in -(## SPR< 0???.
ndividual ob8ect provides specific data valid for onl4 one uni&uel4 identifiedsingle ob8ect.
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O+ect Famil:
<b8ect famil4 can be defined as a group of individual ob8ects of the same t4pe.
E./.# >ouse holds appliances, S39 pac+ages.
"ote# (ach individual ob8ect belongs to an ob8ect famil4 and the settings made atthe
ob8ect famil4 level determines $hich fields can be maintained for the ob8ects.
I ase Inte/ration#
1. Service contract: =ase components ; the complete =ases can be assignedto ndividual contract items.
1. % service rocess# Can be created $ith reference to nstalled base components
; 'he $or+ to be done for the same components.
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III - SERVICE PROCESS
"ote# @rom a business point of vie$ .service process can here the characteristics of
an order or can be used for entering an en&uir4.
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"otification + Customers
Create Service Process
2In IC3 Internet3 'o+ile3 Online4
)ata Transfer to 'o+ile
Resource Plannin/
Confirmation
2Follo5-u *oc to Service4
illin/
Controllin/ 2FI4
6Part of R89
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Service Process Structure#
)%T% O" :E%)ER (EVE( )%T% %T ITE' (EVE(
a. -escription or 'e*t a. Product
b. <b8ects ; Sub8ects b. uantit4
c. Partners c. Schedule lines
d. <rgani7ation d. Contract data
e. -ates.
f. Actions.
g. Status, prices, conditions, purchase order, shipping, billing a3c Assignment,Administration and -ocuments.
O+ect: <b8ect can be a damage, location or cause etc.
%ctions: Actions can be used for output determination and escalation managements
Items# tems describe the services that should be performed.
Sche*ule lines are maintained onl4 for sales product items.
Contract )ata: Appears onl4 $hen the item is assigned to a service contract
Service rocess items: these are three t4pes.
;. Service ro*uct item: -escribes the service that is to be performed andincludes information about the planned duration and
conditions.
E./.# Repair, Maintenance, consulting product t4pe service/.
1. Sare art item# Spare part item intermeshed technician as to $hich spare
parts is re&uired for the service process should be available
in his van stoc+.
E./.# =olts, nuts, services bolts.
"ote: t chec+ for the technicians Bvan stoc+
8. Sales ro*uct item: nforms the 'echnician $hich spare part is re&uired for
the service process and delivered separatel4 to thecustomer.
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RESO!RCE P(%""I"$ TOO(# 2RPT/
Resource lan# 'he BRP' enables resource planners to effectivel4 manage assign
and monitor $or+ to be performed b4 their service emplo4ees in the
field.
"ote: -ate about service emplo4ee availabilit4 and assignments are stored in the
$or+ @orce Management care 9@M C<R(/, 9hich is part of AP<
s4stem. 'herefore BRP' can be used onl4 $hen an AP< s4stem isconnected.
%reas of Resource Plannin/ Tool:
T:E CO(ORS OF $%"TT %RE%#
1. 9hite bac+ground (mplo4ee is available
2. Dra4 bac+ground (mplo4ee not availabilit4.
!. Dreen bac+ground Completed the assignment
". Eello$ color bac+ground (ver4 thing is o+ $ith the assignment
. Red color bac+ground Assignment must be chec+ed
(.g.: if the status is re8ected it must be assigned to another emplo4ee
0. Red stripes 'he service emplo4ee is not assigned to
the service team for this period.
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LOCATER
SE%RC:
SE(ECTE)
SERVICE
ITE'S
$%"TT %RE%
%V%I(%I(IT<
SERVICE E'P(O<EE
%SSI$"'E"TS
SERVICE ITE' (IST
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SC:E)!(I"$#
1. 'anual# 'he resource planner selects one or more service emplo4ees andassigns to service item.
2. %utomatic: 'he s4stem proposes possible assignments based on the scheduling
strateg4 selected and then the resource planner or re8ects theassignment.
"ote: Automatic scheduling can be used as an alternative or anaddition to the manual scheduling.
PRE-RE=!ISITES#
• n order to use automated scheduling. Scheduling strategies must be
maintained in the 9@M care.
E,amle of scheduling strategies.
a. @or$ard scheduling
b. @or$ard scheduling $ith finish data
c. =ac+$ard scheduling
d. =ac+$ard scheduling start date.
SE")I"$ 'ESS%$ES TO T:E E'P(O<EES:
1. (mplo4ees can be called b4 a mouse clic+ C' ntegration is Re&uired/
2. Short messages can be sent to individual emplo4ees through SMS ; ( mail.
!. 9ith the functions of mobile service client, the field emplo4ee can update
assignments
". S4nchroni7e the latest changes $ith CRM
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Service Confirmation#
A conformation enables to confirm not onl4 services ; materials but also traveland $or+ing times ; e*penses for services fulfilled ; these can be created online via
mobile device or C.
"ote# More than one confirmation is possible for a service process multiple assignments can be created directl4 $ithout a service process.
illin/:
CRM billing must be used for billing service products and spare parts as
R3! billing is not supported in the CRM s4stem.
A sales order is created for sales items in R3! for deliver4 ; sales item should be
@lagged as Bot billing Relevant in the R3! s4stem and thereb4 =illing for these itemsoccurs in the CRM s4stem.
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IV - SERVICE CO"TR%CT
Service Contract represents a long 'erm Agreement $ith the customer for providing
Services.
Service (evel %/reements 2S(%4#
s a subset of Contract $here the customer is assured the performance of certainservices $ith in a predefined period of time.
"ote: Pricing can determine based on the response time designed for the contract.Response time indicates ho$ long it $ill ta+e to respond to the customer need.
Service 5in*o5 or %vaila+ilit te#
t indicates $or+ing hours of a service or support etc.
)o5n Time# Ma*imum umber of =rea+do$ns per Eear.
Solution Time: Ma*imum period of time allo$ed for providing the solution to a
Problem.
"ote# Contract determination is automated for valid service contract for service
Processing.
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VI - E"TERPRISE I"TE((I$E"CE
Search en/ine#
• Search en/ine is te*t retrieval component.
• II% is an intelligent tool that guides the user search ; observes the user
interaction through an adaptive learning process.
Solution *ata+ase#
• <ffers the abilit4 to store lin+ ; access problem s4mptoms ; Solutions.
• S4mptom is a change in a product 3 S4stem, 'hat indicates a
malfunctioning of some t4pe.
• 'he Solution -atabase can be searched b4 entering free te*t or attributes to
find one or more s4mptoms from $hich one or more solutions can be
accessed.
"ote: S4mptoms and Problems are criticall4 created b4 +no$ledge
engineers.
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'(RAC'<
'(##D(' AD('
S(ARC> (D(
S<#'< -A'A=AS(
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S<'PTO' STR!CT!RE#-
Solution# Solution is an action or process that $ill eliminate a s4mptom ;
the problem indicated b4 the s4mptom.
A solution can be described b4 the free te*t, re&uired action or attachments that illustrates ; support the re&uired actions.
Smtom- solutions relationshi: S4mptom and solutions are lin+ed to ma+e it
easier for the users of solution database to&uic+l4 find the solutions relevant to a
S4mptom ; viceversa.
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WOR)
PROCESSI"$
%)OE'ICROSOFT
Smtom Te
Smtom Cate/or
%lication %rea'S-WOR) %)OE
P:OTOS:OP
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Information securit: Allo$s +no$ledge engineers to restrict the access of certain
users to onl4 certain categories of information $here this is
maintained $ith the help of profiles assigned to the users.
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Smtom ;
Smtom 1
Smtom 8
Solution ?
Solution 8
Solution 1
Solution ;
S<'PTO' SO(!TIO"