sap crm service by raju

8/9/2019 sap crm service by raju

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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.




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



• '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.




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.


"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



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.




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



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.






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(



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



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.


Smtom ;

Smtom 1

Smtom 8

Solution ?

Solution 8

Solution 1

Solution ;

S<'PTO' SO(!TIO"

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sap crm service by raju