Service and Repair Scenario Overview

Service and Repair Scenario Overview
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Scenario Description Open Legend The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely. Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments. Scenario/Processes Business Value Scenario Flow Further Information The following business roles are involved in this scenario: Sales/Customer Service Representative Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant Warehouse Manager Warehouse Operator

Service and Repair Scenario Overview
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Scenario Description Legend Open Legend Open Legend Close Legend The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely. Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments. 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 Scenario/Processes Business Value Scenario Flow Further Information The following business roles are involved in this scenario: Sales/Customer Service Representative Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant Warehouse Manager Warehouse Manager <Role Name> <Role Name> Accounts Receivables Accountant Warehouse Operator Warehouse Operator <Role Name>

Service and Repair Process Details: Handling an Incoming Customer Inquiry
Handling an Incoming Customer Inquiry via Telephony Channel X Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Receive an incoming call and log an inquiry Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices i Click here to display process variants Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, , or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Centers Account Management Groupware (Outlook) Collaboration Window Scenario Flow Further Information See also Service Order Processing

Service and Repair Process Details: Handling an Incoming Customer Inquiry
Handling an Incoming Customer Inquiry via Telephony Channel X Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Receive an incoming call and log an inquiry Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices i Click here to hide process variants Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Handling an Incoming Customer Inquiry via Fax or Channel Inquiry Manually via Activities Procure-to- Pay (Services) i i Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, , or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Centers Account Management Groupware (Outlook) Collaboration Window Scenario Flow Further Information See also Quick Guide for Service Order Processing

Service and Repair Process Details: Creating and Planning Service Orders
X Handling an Incoming Customer Inquiry Executing Services Confirming Service Execution Processing Receivables and Payments Create a service order with incident details Plan and submit a service order Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices i i Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Creating and Planning Service Orders business process enables your service department to create a service order when a customer calls requesting the repair or maintenance of a product. Alternatively, a service employee monitors incoming service requests and creates a follow-up order when services or spare parts are required on-site, at your own service center, or at the service center of a supplier. Your service employee creates a service order with relevant details such as the account, affected product, location of service provision, order priority, the services and spare parts required, and related expenses that might result from the service execution, for example travel to the customer. After the order is planned, an order confirmation is sent to the customer and the order released for follow-up processes. Service employees track and monitor all processes involved in service delivery directly from the service order. Performed by Service Planner/ Dispatcher Scenario/Processes In the Work Center Service Orders Business Value Scenario Flow Further Information See also Service Order Processing

Service and Repair Process Details: Dispatching and Scheduling Orders
Dispatching and Scheduling Orders - Decentral Scheduling X Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Dispatch and release an order for execution Check order pipeline and plan a route Schedule an order Prepare service execution Request- to-Resolve i i i i … Click here to display process variants Initiating Outbound Delivery Processing Outbound Delivery Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Click process chevrons for details Scenario Explorer Process Description Further Information The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account. Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Performed by Service Planner/Dispatcher Service Performer Scenario/Processes Business Value In the Work Centers Sales Orders Service and Repair Scenario Flow Further Information See also Order Pipeline Quick Guide

Service and Repair Process Details: Dispatching and Scheduling Orders
Dispatching and Scheduling Orders - Decentral Scheduling X Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Dispatch and release an order for execution Check order pipeline and plan a route Schedule an order Prepare service execution Request- to-Resolve i i i i … Click here to hide process variants Dispatching and Scheduling Orders - Central Scheduling i Initiating Outbound Delivery Processing Outbound Delivery Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Click process chevrons for details Scenario Explorer Process Description Further Information The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account. Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Performed by Service Planner/Dispatcher Service Performer Scenario/Processes Business Value In the Work Centers Sales Orders Service and Repair Scenario Flow Further Information See also Fulfilling Service Orders

Service and Repair Process Details: Initiating Outbound Delivery
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery X Determine ship-from and check product availability Initiate outbound delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) i i Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Initiating Outbound Delivery business process enables you to manually perform ATP checks for sales order items. Depending on the current situation the system might change the source of supply for the sales order. By releasing the confirmed scheduled lines to logistics execution you initiate the outbound delivery process. The process step Initiating Outbound Delivery is only relevant for on-site service provision. Performed by Warehouse Manager Scenario/Processes In the Work Center(s) Outbound Logistics Control Business Value Scenario Flow Further Information See also Outbound Deliveries Quick Guide

Service and Repair Process Details: Processing Outbound Delivery
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Processing Outbound Delivery - With Tasks X Initiating Outbound Delivery Create a warehouse request - outbound Create a warehouse task - outbound Confirm a warehouse task and post goods issue - outbound Accept a deviation - outbound Finalize an outbound delivery Procure-to- Pay (Services) i i i i i Click here to display process variants Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically. The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually. The process step Processing Outbound Delivery is only relevant for on-site service provision. Performed by Warehouse Operator Scenario/Processes In the Work Center Outbound Logistics Business Value Scenario Flow Further Information See also Post a Goods Issue and Create an Outbound Delivery for Delivery Proposals with Optional Label Creation

Service and Repair Process Details: Processing Outbound Delivery
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Processing Outbound Delivery - With Tasks X Initiating Outbound Delivery Create a warehouse request - outbound Create a warehouse task - outbound Confirm a warehouse task and post goods issue - outbound Accept a deviation - outbound Finalize an outbound delivery Procure-to- Pay (Services) i i i i i Click here to hide process variants Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Processing Outbound Delivery - Without Task Control i Click process chevrons for details Scenario Explorer Process Description Further Information Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically. The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually. The process step Processing Outbound Delivery is only relevant for on-site service provision. Performed by Warehouse Operator Scenario/Processes In the Work Center Outbound Logistics Business Value Scenario Flow Further Information See also Outbound Delivery Processing

Service and Repair Process Details: Creating Down Payment Request - Customer
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer X Create and release down payment request Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement i Click process chevrons for details Scenario Explorer Process Description Further Information The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose. Performed by Sales/Customer Service Representative Scenario/Processes In the Work Center Customer Invoicing Business Value Scenario Flow Further Information See also Create a Down Payment Request

Service and Repair Process Details: Processing Receivables and Payments
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Processing Externally-Initiated Payments by Incoming Bank Transfer X Creating Down Payment Request - Customer Processing Receivables and Payments Enter a remittance advice Process a bank statement Allocate a payment Clear a payment Goods Movement i i i i Click process chevrons for details Click here to display process variants Scenario Explorer Process Description Further Information 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. It is also possible to upload credit card statements to pre-confirm 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. Performed by Accounts Receivables Accountant Scenario/Processes Business Value In the Work Centers Receivables Payment Management Liquidity Management Scenario Flow Further Information See also Manual Incoming Payments

Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Processing Externally-Initiated Payments by Incoming Bank Transfer X Creating Down Payment Request - Customer Processing Receivables and Payments Enter a remittance advice Process a bank statement Allocate a payment Clear a payment Goods Movement i i i i Click process chevrons for details Click here to hide process variants 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 Scenario Explorer Process Description Further Information i 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. It is also possible to upload credit card statements to pre-confirm 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. i Performed by Accounts Receivables Accountant Scenario/Processes i Business Value i i In the Work Centers Receivables Payment Management Liquidity Management Scenario Flow i i Further Information i See also Automatic Incoming Payments

Service and Repair Process Details: Executing Services
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Processing Outbound Delivery Travel to a service location Execute a service Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices i i Initiating Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information 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. The process step Executing Services is only relevant for on-site service provision. Performed by Service Performer Scenario/Processes Business Value Scenario Flow Further Information See also Service Confirmations Quick Guide

Service and Repair Process Details: Confirming Service Execution
Execution - With a Service Confirmation X Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Processing Receivables and Payments Document work, track actuals and release a service confirmation Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices i Initiating Outbound Delivery Processing Outbound Delivery Click here to display process variants Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document 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. If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a supplier’s service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement. After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order. Performed by Service Performer Scenario/Processes In the Work Center Service and Repair Business Value Scenario Flow Further Information See also Service Confirmation Processing

Service and Repair Process Details: Confirming Service Execution
Execution - With a Service Confirmation Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Processing Receivables and Payments Document work, track actuals and release a service confirmation Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices i Initiating Outbound Delivery Processing Outbound Delivery Click here to hide process variants Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Confirming Service Execution - With an Order i Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document 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. If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a supplier’s service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement. After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order. Performed by Service Performer Scenario/Processes In the Work Center Service and Repair Business Value Scenario Flow Further Information See also Service Confirmation Processing

Service and Repair Process Details: Creating Customer Invoices
X Creating Customer Invoices Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Transfer invoice requests Release an invoice Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders i i Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information In the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices. Performed by Accounts Receivables Accountant Scenario/Processes In the Work Center(s) Customer Invoicing Business Value Scenario Flow Further Information See also Quick Guide for Invoice Requests

Service and Repair Process Details: Processing Inbound Delivery Notification
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices X Processing Delivery Notification - Parts Return Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Expense Reimburse- ment Create a parts return notification Procure-to- Pay (Services) i Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information The Processing Inbound Delivery Notification business process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. It can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN the inbound processing can always be done with or without tasks. You can process inbound deliveries with inbound delivery notifications with or without task support from the system. Performed by Warehouse Operator Scenario/Processes In the Work Center Inbound Logistics Business Value Scenario Flow Further Information See also Create a Customer Return Notification

Service and Repair Process Details: Processing Inbound Delivery
Executing Services Confirming Service Execution Processing Receivables and Payments Click process chevrons for details Dispatching and Scheduling Orders Creating Customer Invoices … X Processing Inbound Delivery- Based on ASN with Task Control Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Create a warehouse request - inbound Create a warehouse task - inbound Confirm a warehouse task - inbound Accept a deviation - inbound Check and finalize an inbound delivery Expense Reimburse- ment i i i i i Click here to display process variants Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Scenario Explorer Process Description Further Information The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). Performed by Warehouse Operator Scenario/Processes In the Work Center Inbound Logistics Business Value Scenario Flow Further Information See also Inbound Delivery Processing

Service and Repair Process Details: Processing Inbound Delivery
Executing Services Confirming Service Execution Processing Receivables and Payments Click process chevrons for details Dispatching and Scheduling Orders Creating Customer Invoices … X Processing Inbound Delivery- Based on ASN with Task Control Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Create a warehouse request - inbound Create a warehouse task - inbound Confirm a warehouse task - inbound Accept a deviation - inbound Check and finalize an inbound delivery Expense Reimburse- ment i i i i i Click here to hide process variants Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Processing Inbound Delivery - Based on ASN without Task Control i Scenario Explorer Process Description Further Information The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). Performed by Warehouse Operator Scenario/Processes In the Work Center Inbound Logistics Business Value Scenario Flow Further Information See also Inbound Delivery Processing

Service and Repair Process Details: Goods Movement
Handling an Incoming Customer Inquiry Creating and Planning Service Orders Executing Services Confirming Service Execution Processing Receivables and Payments Request- to-Resolve Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Procure-to- Pay (Services) X Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Create Goods Movement Click process chevrons for details i Scenario Explorer Process Description Further Information The Goods Movement business process allows you to move products between logistics areas. This means that you can spontaneously update inventory with changes that are the result of unforeseen circumstances. Performed by Warehouse Operator Scenario/Processes In the Work Center Internal Logistics Business Value Scenario Flow Further Information See also Create a Goods Movement

X Processing Externally-Initiated Payments by Incoming Bank Transfer Executing Services Confirming Service Execution Enter a remittance advice Process a bank statement Allocate a payment Clear a payment Creating Customer Invoices … i i i i Click here to display process variants Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment Goods Movement Click process chevrons for details Scenario Explorer Process Description Further Information 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. It is also possible to upload credit card statements to pre-confirm 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. Performed by Accounts Receivables Accountant Scenario/Processes Business Value In the Work Centers Receivables Payment Management Liquidity Management Scenario Flow Further Information See also Allocate a Payment Manually

Processing Externally-Initiated Payments by Incoming Bank Transfer X X Executing Services Confirming Service Execution Enter a remittance advice Process a bank statement Allocate a payment Clear a payment Creating Customer Invoices … i i i i Click here to hide process variants Processing Inbound Delivery Notification Processing Inbound Delivery Expense Reimburse- ment 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 i i Goods Movement i i i Click process chevrons for details i i Scenario Explorer Process Description i Further Information 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. It is also possible to upload credit card statements to pre-confirm 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. Performed by Accounts Receivables Accountant Scenario/Processes Business Value In the Work Centers Receivables Payment Management Liquidity Management Scenario Flow Further Information See also Clear an Incoming Payment Manually

Service and Repair Business Value
Order Assign Resolve Settle Create Service Order Plan & Dispatch Order Assign Spare Parts Release Service Order Perform Service Create Confirmation Create Invoice Collect Payment Post To Ledger Scenario Explorer Overview Key Benefits Fully integrated into the supply chain, demand planning and logistics control for spare parts ensures availability thereby minimizing the need for large spare part inventories Seamless flow of all service data from service operations to financials ensures that accounting is automatically updated by changes to service delivery, inventory levels, and payments Efficient management of warranty entitlements to speed up processing of claims Service job scheduling estimates time required to perform jobs, identifies field service team and technicians as well as planning efficient service routes Sales of 3rd party services including procurement and financial integration Immediate invoicing after work completion is confirmed accelerates time to cash Automatic Product Registration from Outbound delivery to track serialized products Mobile Service Solution for handheld devices (Windows Mobile) via partner solution Complete, built-in analytics and reporting on service order tracking, service costs, profitability as well as service category analysis For midsize companies providing after sales services on-site, this process is supported by alert-driven and exception- based processing. You can increase customer satisfaction, decrease response time, lower cost to service, eliminate field service inefficiencies, reduce spare parts inventory and improve long term customer loyalty. SAP Business ByDesign helps efficiently manage the service and repair business: From service request, assignment of personnel, service fulfillment through to settlement of invoices. Scenario/Processes Business Value Scenario Flow Further Information

Service and Repair Scenario Flow Variant: With Services and Expenses
Receivables/ Cash & Liquidity Mgt Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Handling an Incoming Customer Inquiry Creating and Planning Service Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) telephony channel fax-/ channel with central scheduling with decentral scheduling using a service confirmation within order Expense Reimbursement Request to Resolve Scenario Explorer Scenario/Processes Business Value Scenario Flow Further Information Legend & Variants Variants of the Scenario: Dotted line = optional Process variant1 Process variant 2 Process mainly driven by the system Process related to Financials Work center in which process is performed With services and expenses With spare parts With 3rd party With down payments Process mainly driven by the user Process mainly driven by the system Work Center Additional Application Related scenarios Business document flow

Service and Repair Scenario Flow Variant: With Spare Parts
Receivables/ Cash & Liquidity Mgt Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Handling an Incoming Customer Inquiry Creating and Planning Service Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) telephony channel fax-/ channel with central scheduling with decentral scheduling using a service confirmation within order Expense Reimbursement Request to Resolve Outbound Logistics Control Outbound Logistics Outbound Logistics Internal Logistics Inbound Logistics Initiate Outbound Processing Outbound Delivery Processing Goods Movement Scenario Explorer with task control without task control Inbound Delivery Notification Processing Inbound Delivery Processing Scenario/Processes Parts return notification (pre-delivery) based on ASN with task control based on ASN without task control Business Value Scenario Flow Further Information Legend & Variants Variants of the Scenario: Dotted line = optional Process variant1 Process variant 2 Process mainly driven by the system Process related to Financials Work center in which process is performed With services and expenses With spare parts With 3rd party With down payments Process mainly driven by the user Process mainly driven by the system Work Center Additional Application Related scenarios Business document flow

Service and Repair Scenario Flow Variant: With Third Party
Receivables/ Cash & Liquidity Mgt Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Handling an Incoming Customer Inquiry Creating and Planning Service Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments telephony channel fax-/ channel with central scheduling with decentral scheduling using a service confirmation within order Expense Reimbursement Request to Resolve Procure-to-Pay (Services) Scenario Explorer Scenario/Processes Business Value Scenario Flow Further Information Legend & Variants Variants of the Scenario: Dotted line = optional Process variant1 Process variant 2 Process mainly driven by the system Process related to Financials Work center in which process is performed With services and expenses With spare parts With 3rd party With down payments Process mainly driven by the user Process mainly driven by the system Work Center Additional Application Related scenarios Business document flow

Service and Repair Scenario Flow Variant: With Down Payments
Receivables/ Cash & Liquidity Mgt Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Handling an Incoming Customer Inquiry Creating and Planning Service Orders Dispatching and Scheduling Orders Executing Services Executing Services Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) telephony channel fax-/ channel with central scheduling with decentral scheduling using a service confirmation within order Expense Reimbursement Request to Resolve Receivables/ Cash & Liquidity Mgt Customer Invoicing Creating Down Payment Request Processing Receivables and Payments Scenario Explorer Scenario/Processes Business Value Scenario Flow Further Information Legend & Variants Variants of the Scenario: Dotted line = optional Process variant1 Process variant 2 Process mainly driven by the system Process related to Financials Work center in which process is performed With services and expenses With spare parts With 3rd party With down payments Process mainly driven by the user Process mainly driven by the system Work Center Additional Application Related scenarios Business document flow

Service and Repair Further Information
Scenario Explorer Do you want to try it out? Do you need more information? Do you want to discuss with others? Self-Enablement Systems If you want to try out the business scenario, click here.* More Details SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here. Forum Get in touch with experts to discuss your specific requirements. To enter the community, click here.* Scenario/Processes Business Value Scenario Flow V WIKI In addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign. To access the WIKI, click here.* Further Information * Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please check

Service and Repair Scenario Overview

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Service and Repair Scenario Overview

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