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SCENARIO EXPLORER Introduction Basic Design Scenario Graphic Navigation Pane Content Area The Scenario Explorer provides you with comprehensive information.

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Presentation on theme: "SCENARIO EXPLORER Introduction Basic Design Scenario Graphic Navigation Pane Content Area The Scenario Explorer provides you with comprehensive information."— Presentation transcript:

1 SCENARIO EXPLORER Introduction Basic Design Scenario Graphic Navigation Pane Content Area The Scenario Explorer provides you with comprehensive information about the various aspects of a scenario. Use the navigation pane to learn more about the following: Scenario and Processes (details about the scenario, processes, and process steps – click here)click here Business Areas (details about where in the system you perform specific tasks – click here)click here Business Value (details about the major benefits of using the SAP Business ByDesign solution for the scenario – click here)click here Scenario Flow (graphic depicting the entire scenario flow – click here)click here The Scenario Explorer is highly interactive – you are able to focus on the topics you are most interested in, navigate to related documents (such as process demos), or display mouse-over information for specific elements. Close Introduction Interactive Design Use the navigation pane to select major topics Click chevrons for process details Click area icons to focus on specific areas Use the Info buttons for more information Handling Service Requests Customer Contract Management

2 Scenario Overview Scenario Explorer Business Value Business Areas Scenario & Processes Open Legend Scenario Flow Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Performer Accounts Receivablbes Accountant The Customer Contract Management business scenario enables you to create and manage contracts related to services in the framework of your support entitlements or managed services. In addition, the following features are provided: Seamless integration with service request and service confirmation processing, allowing you to fulfill and confirm services carried out for a contract. Invoice schedules for contract items Executing Services Confirming Service Execution Creating Customer Invoices Click process chevrons for details Creating Down Payment Request - Customer Processing Receivables and Payments Price agreements for items sold on a time and material basis The scenario incorporates business functions from related areas that directly support service delivery for contracts, such as processing due items and payments in Financial Management. Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Service Planner/ Dispatcher Request-to- Resolve

3 Customer Contract Management Scenario Overview Scenario Explorer Business Value Business Areas Scenario & Processes Open Legend Scenario Flow Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Performer Accounts Receivablbes Accountant The Customer Contract Management business scenario enables you to create and manage contracts related to services in the framework of your support entitlements or managed services. In addition, the following features are provided: Seamless integration with service request and service confirmation processing, allowing you to fulfill and confirm services carried out for a contract. Invoice schedules for contract items Executing Services Confirming Service Execution Creating Customer Invoices Click process chevrons for details Creating Down Payment Request - Customer Processing Receivables and Payments Price agreements for items sold on a time and material basis The scenario incorporates business functions from related areas that directly support service delivery for contracts, such as processing due items and payments in financial accounting. Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Service Planner/ Dispatcher Request-to- Resolve Legend Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third- party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Close Legend i

4 Customer Contract Management Process Details: Creating Customer Contract Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Executing Services Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve In the Creating a Customer Contract business process, you create a customer contract for services, expenses, or entitlements. Here, you enter details that are relevant in follow-up processes. For example, when an account requires support and a service request is created, the system checks if the affected product in the service request is covered under contract, and relevant information such as service levels are then taken into account. Contract items sold on time and material basis are later processed using standard service confirmation functions. Cancellation and renewal of items are handled according to rules that you define in the contract. Further Information In the Work Centers Service Entitlements Sales Orders Performed by Sales/Customer Service Representative Expense Reimbursement Creating a Customer Contract Create a contract X Process Description

5 Customer Contract Management Process Details: Executing Services Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Process Description In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center. Click process chevrons for details Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve Executing Services Travel to a service location Execute a service X Further Information Performed by Service Performer

6 Customer Contract Management Process Details: Confirming Service Execution Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Process Description Click process chevrons for details Executing Services Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve Further Information In the Work Centers Service Entitlements Sales Orders Performed by Service Performer Confirming Service Execution - With a Service Confirmation X Click here Click here to display process variants Document work, track actuals and release a service confirmation The Confirming Service Execution business process enables the service performer to complete the job, after executing the service, by creating a service confirmation directly from the contract to report back actual times. This service confirmation is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality. After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Financial Management. For fixed price services, where there is no service confirmation, completion is confirmed directly in the customer contract.

7 Customer Contract Management Process Details: Confirming Service Execution Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Process Description Click process chevrons for details Executing Services Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve Further Information Performed by Service Performer Expense Reimbursement Confirming Service Execution - With a Service Confirmation X Confirming Service Execution - With a Contract Click here Click here to hide process variants Document work, track actuals and release a service confirmation The Confirming Service Execution business process enables the service performer to complete the job, after executing the service, by creating a service confirmation directly from the contract to report back actual times. This service confirmation is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality. After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Financial Management. For fixed price services, where there is no service confirmation, completion is confirmed directly in the customer contract. In the Work Centers Service Entitlements Sales Orders

8 Customer Contract Management Process Details: Creating Customer Invoices Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Executing Services Confirming Service Execution Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve Process Description Further Information In the Work Center Customer Invoicing Performed by Accounts Receivables Accountant Invoicing Clerk Creating Customer Invoices Create an invoice request Release an invoice X In the Creating Customer Invoices business process, the system automatically creates an invoice request after services have been performed. You must transfer these invoice requests to an invoice which is sent to the customer and passed to Accounts Receivable Management. You can do this manually or with an invoice run. It is possible to combine several invoice requests into one invoice or split them into several invoices. The contract can be invoiced in a one-time invoice or using an invoice schedule.

9 Customer Contract Management Process Details: Processing Receivables and Payments Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve X Processing Externally-Initiated Payments by Incoming Bank Transfer Enter a remittance advice Process a bank statement Click here Click here to display process variants Allocate a payment Clear a payment X … Further Information Process Description Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management The Processing Externally-Initiated Payments by Incoming Bank Transfer business process enables customer invoices, for which payment is initiated externally, to be paid by bank transfer.

10 Customer Contract Management Process Details: Processing Receivables and Payments Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Procure-to- Pay (Services) Request-to- Resolve … Further Information Process Description Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management X Processing Externally-Initiated Payments by Incoming Bank Transfer Enter a remittance advice Process a bank statement Click here Click here to hide process variants Allocate a payment Clear a payment The Processing Externally-Initiated Payments by Incoming Bank Transfer business process enables customer invoices, for which payment is initiated externally, to be paid by bank transfer. Processing Externally-Initiated Payments by Incoming Check Processing Externally-Initiated Payments by Incoming Check with Lockbox Processing Externally-Initiated Payments by Multiple Incoming Checks Processing Incoming Payments by Bill of Exchange Processing Incoming Payments with Petty Cash Processing Internally-Initiated Payments by Credit Card Processing Internally-Initiated Payments by Direct Debit Processing Receivables and Payments with Accounts Maintenance

11 Customer Contract Management Process Details: Creating Down Payment Request Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Executing Services Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve Creating Down Payment Request - Customer X Create and release down payment request The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed. The sales representative creates and releases a down payment request for this purpose. Further Information In the Work Center Customer Invoicing Performed by Sales/Customer Service Representative Processing Receivables and Payments

12 Further Information Process Description Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Customer Contract Management Process Details: Processing Receivables and Payments Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Executing Services Creating a Customer Contract Request-to- Resolve X X Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Expense Reimbursement Processing Externally-Initiated Payments by Incoming Bank Transfer Enter a remittance advice Process a bank statement Click here Click here to display process variants Allocate a payment Clear a payment X

13 Further Information Process Description Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Creating a Customer Contract Customer Contract Management Process Details: Processing Receivables and Payments Scenario Explorer Business Value Business Areas Scenario & Processes Scenario Flow Click process chevrons for details Executing Services Request-to- Resolve X X Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments Creating Down Payment Request - Customer X X Processing Externally-Initiated Payments by Incoming Check Processing Externally-Initiated Payments by Incoming Check with Lockbox Processing Externally-Initiated Payments by Multiple Incoming Checks Processing Incoming Payments by Bill of Exchange Processing Incoming Payments with Petty Cash Processing Internally-Initiated Payments by Credit Card Processing Internally-Initiated Payments by Direct Debit Processing Receivables and Payments with Accounts Maintenance X Processing Externally-Initiated Payments by Incoming Bank Transfer Enter a remittance advice Process a bank statement Click here Click here to hide process variants Allocate a payment Clear a payment X

14 Customer Contract Management Business Areas Scenario Explorer Business Value Scenario & Processes Business Areas Sales Service Business Areas Business Area Description The SAP Business ByDesign solution gives you comprehensive access to customer- related information about opportunities, quotes, orders, customer contracts, and invoices. The SAP Business ByDesign solution enables your employees to verify product availability, perform accurate forecasting, predict future sales, and identify cross-selling and up-selling opportunities. The solution helps your sales staff focus on the most promising leads and accelerate the sales process. You can also use the software to: Generate a sales opportunity, create a quote, calculate pricing, enter payment and shipping information, create a sales order, create a contract, and invoice in a single integrated process Maintain an online portfolio of your products and services and define price lists with flexible pricing policies Obtain a comprehensive, 360-degree view of your customers and make effective decisions by using the provided reports and metrics Click area pictograms for details Scenario Flow Cash Flow Management Executing Services Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve

15 Customer Contract Management Business Areas Scenario Explorer Business Value Scenario & Processes Business Areas Sales Service Business Areas Business Area Description The SAP Business ByDesign solution offers service that differentiates your organization from the competition and increases customer satisfaction. The SAP Business ByDesign solution gives your employees a comprehensive view of customers, enabling them to deliver excellent service and meet customers’ expectations. This paves the way to follow- on sales and encourages your customers to promote your company to others. You can also use the software to: Quickly answer customer queries and respond with instant access to information and expertise originating from multiple internal and external sources Create and process a wide range of service documents, including service requests, service orders, customer contracts, and service confirmations. Help ensure that customer commitments are adhered to and service delivery tasks are completed on time Register and track your customers’ entitlement to product warranties and facilitate customer service according to legal requirements and customer expectations Click area pictograms for details Scenario Flow Cash Flow Management Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve Executing Services

16 Customer Contract Management Business Areas Scenario Explorer Business Value Scenario & Processes Business Areas Business Area Description Nearly every business process involves the flow of cash within your company and between your company and its external business partners and customers. The SAP Business ByDesign solution integrates and takes into consideration the financial aspect of each step of your business processes, enabling you to gain control over your cash inflow and outflow. You can also use the software to: Centrally manage and control your payables and receivables, automate payment and clearing processes, and valuate payables and receivables in multiple foreign currencies Quickly create tax returns using centrally managed corporate data and report declarations – and pay taxes if required Set up expense and reimbursement policies, monitor employee expenses, and reimburse approved expenses Click area pictograms for details Scenario Flow Sales Service Cash Flow Management Executing Services Confirming Service Execution Creating Customer Invoices Creating Down Payment Request - Customer Processing Receivables and Payments Creating a Customer Contract Processing Receivables and Payments Expense Reimbursement Procure-to- Pay (Services) Request-to- Resolve

17 Scenario & Processes Business Areas Business Value Scenario Flow Selling and Managing Contracts Business Value Overview This scenario enables service contracts to be offered to customers. This is applicable for companies that may be dedicated to the managed service business, or for companies that may provide contracts after the sale of a product or project. This enables a long term revenue stream and consistent relationship with the customer. Examples of managed services include software as a service, telecommunication services, meeting hosting services, etc. Support contracts are offered in many industries and for many types of services. Key Benefits Selling and Managing contracts in SAP Business ByDesign® Contributes to new revenue streams from managed service operations and support activities Manages all aspects of the contract through creation, service provisioning, renewal and cancellation, invoicing, and financial consistently to ensure the operating efficiencies Avoids off-line contract management and information silos by this being a standard part of the business systems. Provides complete profitability analysis of contracts so that their future pricing and Service Level Agreements can be managed for profitability. Provides a continued relationship with the customer for service which can help increase loyalty and provide stability to financial flows for the company. Scenario Explorer Release Development Project Define Contracts Define Entitlement and Service Create Customer Contract Manage Service Execution Create Service Request Financial Invoicing Manage Receivables and Payables Create Service Confirmation

18 Business Value Customer Contract Management Scenario Flow for Variant: With Support Entitlements Scenario Explorer Scenario & Processes Business Areas Legend & Variants Scenario Flow Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario:  With services and expenses  With 3 rd party With 3 rd party  With down payments With down payments Work center Additional application Optional process Optional process Process mainly outside of the system Process mainly driven by the system Process variant1 Process variant 2 Process mainly driven by the user With entitlement(s) Creating Customer Invoice Processing externally- initiated payments by incoming bank transfer Processing externally- initiated payments by incoming check … (7 more variants) using a service confirmation Creating a Customer Contract Customer Invoicing Confirming Service Execution Processing Receivables and Payments Receivables / Cash & Liquidity Mgt Request-to-Resolve Service Entitlements Service Desk Field Service and Repair Expense Reimbursement

19 Business Value Customer Contract Management Scenario Flow for Variant: With Managed Services Scenario Explorer Scenario & Processes Business Areas Legend & Variants Scenario Flow Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario:  With services and expenses  With 3 rd party With 3 rd party  With down payments With down payments Work center Additional application Optional process Optional process Process mainly outside of the system Process mainly driven by the system Process variant1 Process variant 2 Process mainly driven by the user With service(s) and expense(s) Creating Customer Invoice Processing externally- initiated payments by incoming bank transfer Processing externally- initiated payments by incoming check … (7 more variants) using a service confirmation Creating a Customer Contract Customer InvoicingA2X Service Processing Receivables and Payments Receivables / Cash & Liquidity MgtSales Orders Executing Services Confirming Service Execution Expense Reimbursement

20 Customer Contract Management Scenario Flow for Variant: With Third Party Scenario Explorer Legend & Variants Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario:  With services and expenses With services and expenses  With 3 rd party  With down payments With down payments Work center Additional application Optional process Optional process Process mainly outside of the system Process mainly driven by the system Process variant1 Process variant 2 Process mainly driven by the user Business Value Scenario & Processes Business Areas Scenario Flow With entitlement(s) With service(s) and expense(s) Creating Customer Invoice Processing externally- initiated payments by incoming bank transfer Processing externally- initiated payments by incoming check … (7 more variants) Creating a Customer Contract Customer Invoicing Processing Receivables and Payments Receivables / Cash & Liquidity Mgt Sales Orders / Service Entitlements Procure-to-Pay (Services)

21 Customer Contract Management Scenario Flow for Variant: With Down Payment Request Scenario Explorer Legend & Variants Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario:  With services and expenses With services and expenses  With 3 rd party With 3 rd party  With down payments Work center Additional application Optional process Optional process Process mainly outside of the system Process mainly driven by the system Process variant1 Process variant 2 Process mainly driven by the user Business Value Scenario & Processes Business Areas Scenario Flow With entitlement(s) With service(s) and expense(s) Creating Customer Invoice Processing externally- initiated payments by incoming bank transfer Processing externally- initiated payments by incoming check … (7 more variants) Creating a Customer Contract Customer Invoicing Processing Receivables and Payments Receivables / Cash & Liquidity Mgt Sales Orders / Service Entitlements Creating Down Payment Request Customer Invoicing Receivables / Cash & Liquidity Mgt Processing Receivables and Payments


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