Customer Contract Management. SAP Business ByDesign

Transcription

1 SAP Business ByDesign

2 Table of Content 1 About this Document Purpose Reference System and Model Company Master and Organizational Data Business Process Tasks With support entitlements Creating Sales Order with Entitlement Product Checking and Releasing Customer Service Contract Create Service Request Perform and Confirm Service Create Contract Invoice With Managed Services Creating Customer Service Contract with Services Perform and Confirm Service Create Contract Invoice Connected Scenarios July 28,

3 1 About this Document 1.1 Purpose The objective of this business scenario document is to give you hands-on experience of running the chosen business processes in a realistic business environment using the SAP Business ByDesign system. It allows you to quickly become familiar with this business scenario by guiding you through the steps that you need to carry out in the reference system. To obtain a better understanding of the business processes that make up this scenario, also refer to the Scenario Outline for this scenario. 1.2 Reference System and Model Company A reference system is a system that is preconfigured and loaded with fictitious users and sample data. The users and sample data are based on the model company Almika Inc.. By following the step-by-step instructions in this document, you can assume the identity of the Almika users and use the built-in sample data to carry out each of the business process tasks. This hands-on experience will help you to understand the relevance and benefits of this business scenario. To learn more about the model company that uses the business processes described in this document, read the Company Fact Sheet, which contains an overview of the reference company, its organizational set up, employees and their different roles and work centers, as well as a comprehensive list of the master data used in your system. You can find the Company Fact Sheet in the Help Center of your reference system. To access this document, choose Help Help Center and open the link under the heading Company- Specific Help. July 28,

4 2 Master and Organizational Data Each SAP Business ByDesign Reference System contains essential master and organizational data, which reflect the typical organizational structure of a mid-size company of a specific industry allow you to run the industry specific processes using the appropriate master data, for example, materials, vendors or customers. For this scenario, use the master data as described below. If you want to run the scenario with customer and project-specific values, you can copy master data with certain characteristics from the sample entries in the table and adapt this data. For an illustration of the organizational data as well as additional information (bill of material, logistics layout) about the reference company, refer to the Company Fact Sheet. Master / Org. Data Type Name and Value Usage Customer Entitlements Service Product Unlimited Electrics (CS200123) Platinum Support - 7x24 (E300101) Technical Remote Support (E300103) Contract for Server Support (E300201) First Level Support (S200230) Second Level Support (S200231) Workshop (S200107) Travel Time (S200121) Customer account used in the contract Entitlement for 1 st level support Entitlement for 2 nd level support Entitlement for contract sale For With support-entitlements For With support-entitlements For With managed services For With managed services July 28,

5 3 Business Process Tasks 3.1 With support entitlements Creating Sales Order with Entitlement Product What You Should Know In the Sales Order work center, you can create a sales order with entitlement for the customer. Once this sales order is released, a customer contract will be created automatically, using the contract template predefined for that entitlement. Logon ID / Role SALES02S (Sales Representative / Victoria Brannon) Sales Orders Common Tasks: New Sales Order New Sales Order screen Account Name Description Product Unlimited Electrics (CS200123) Server Q1000 tech support Contract for Server Support (E300201) Click Add Row. Press ENTER. Click Submit and choose Release Order. Make a note of the sales order ID and contract ID as you may need it in the following steps. July 28,

6 3.1.2 Checking and Releasing Customer Service Contract What You Should Know In the Service Entitlements work center, you can edit the previously created customer service contract. In the contract, you can check and modify the contract data such as Service Performer, Invoice Schedule etc. Logon ID / Role SALES02S (Sales Representative / Victoria Brannon) Service Entitlements Contracts Contracts view Show All Contracts. and Find <Previous created contract> Click Go. Contract screen General tab Contract Start/End <Start Date: Current Date> <End Date: Start Date+ 1 year> Click Edit. Contract Date <proposed by system> This field documents when the contract was signed. You may change the contract date if you want. Contract screen Items tab Service Performer Service Performer Martin Candela (E0213) Briana Polley (E0214) Select the line with the product E Select the line with the product E You may use external resources as service performer. For purchasing 3 rd party services, refer to the Procure-to-Pay (Services) scenario. Contract screen Covered Products tab Select All Products Covered, July 28,

7 if not yet selected. If you have deselected All Products Covered, you can specify which registered products, products or product categories are covered by the contract. Only the covered products can have this contract assigned as Reference Contract Item in the service request. Contract screen Pricing and Invoicing tab Invoice Schedule tab Click Add Item. Line 10 Press ENTER. Date <Contract Start Date > Percentage 50% Date Percentage 50% <Year End> Select line 10 and click Add Date. Click Add Date. Click Save. Click Submit and then choose Release. Make a note of the contract ID as you may need it in the following steps Create Service Request Logon ID / Role SERVICEDESK02S (Service Desk Agent / Martin Candela) Service Desk Common Tasks: New Service Request New Service Request screen Account Reference Contract Item Unlimited Electrics (CS200123) Select line 10 of the contract July 28,

8 Subject Incident Description Service Category Incident Category that has just been created. Server problem Server is down. Please help to analyze Product Problem Usability Problem Click Save. Click Close. The service request is created and assigned to the contract. Please refer to scenario Requestto-Resolve to further process the service request Perform and Confirm Service Logon ID / Role SERVICESUPPORT02S (Service Engineer / Briana Polley) Service Entitlements Contracts Contracts view Show All Contracts. and Find <Previous created contract> Click Go. New Service Confirmation screen Work Description Work is done. Arrived On <Today 08:00> Fixed On <Today 10:00> Services and Spare Parts area Product Second Level Support (S200231) Click Confirm Execution. Click Add row. July 28,

9 Quantity 2 Hour(s) Press ENTER. On the top-left of the screen, click Release. Service confirmation is created for the contract. Costs are booked Create Contract Invoice Logon ID / Role FINANCIAL02 (Accountant / Iris Green) Customer Invoicing Invoice Requests Invoice Requests view Show list Choose Today s Invoice Requests. Select the line item of the previously created contract for which the invoice must be created. Click Edit. Customer Contract Invoice Request screen If you choose the Items tab, you may notice that the status is Not Relevant for item 10 that has invoice schedule. This means, it won t be included in the invoice if you release the contract invoice request. Click You Can Also, and then select Create Scheduled Invoice Requests. The system shows the message Scheduled invoice requests successfully created. Please note that you cannot create scheduled invoice requests for dates outside the current day + 3 days period at the moment. Apart from manual creation, a technical report is automatically executed each night to create the scheduled invoice requests. July 28,

10 Click Release. Click Save, then Close. The invoice for line item 20 is created. Please make a note of the invoice ID. Invoice Requests view New Invoice screen Click Go to update the invoice requests list. Select the newly created line with Invoice Request Type Scheduled Invoice Request. Click Invoice. Click Release. The invoice for line item 10 is created. 50% of the amount is invoiced. Please make a note of the invoice ID. 3.2 With Managed Services What You Should Know The service provider directly sells and offers the delivery of concrete services (proactive services) by means of a contract settlement. Depending on the service type, the contract can be invoiced beforehand or after the service is delivered Creating Customer Service Contract with Services Logon ID / Role SALES02S (Sales Representative / Victoria Brannon) Sales Orders Contracts July 28,

11 Contracts view New Contract screen Account Name Contract ID Description Unlimited Electrics (CS200123) <proposed by system> Software Training Almika Analyzer 2.0 Click New, and then select Contract. Press ENTER. Contract Date <proposed by system> This field documents when the contract was signed. You may change the contract date if you want. New Contract screen Items tab Click Add Row. Product Workshop (S200107) Press ENTER. Quantity 10 ea Press ENTER. Service Performer Briana Polley (E0214) Click Add Row. Product Travel Time (S200121) Press ENTER. Quantity 10 Hour(s) Press ENTER. Service Performer Briana Polley (E0214) Click Save. Click Submit and then choose Release. Make a note of the contract ID as you may need it in the following steps. July 28,

12 3.2.2 Perform and Confirm Service Logon ID / Role SERVICESUPPORT02S (Service Engineer / Briana Polley) Service Entitlements Contracts Contracts view Show All Contracts. and Find <Previous created contract> Click Go. New Service Confirmation screen Work Description Services and Spare Parts area Product Work is done. Workshop (S200107) Click Confirm Execution. Click Add row. Quantity 1 ea Press ENTER. Product Travel Time (S200121) Click Add row. Quantity 1 Hour Press ENTER. On the top-left of the screen, click Release. Service confirmation is created for the contract Create Contract Invoice Logon ID / Role FINANCIAL02 (Accountant / Iris Green) Customer Invoicing Invoice Requests July 28,

13 Invoice Requests view Show list New Invoice screen New Invoice screen Choose Today s Invoice Requests. Select the line item of the previously created contract line item for which the invoice must be created. Click Invoice. Click Release. Select the line item for the previously created service confirmation for which the invoice must be created. Click Invoice. Click Release. Depending on the service item type, there are 2 individual invoices created. 3.3 Connected Scenarios The subsequent steps, such as posting the payment and clearing the payment against the invoice, are documented in the business scenario document Cash and Liquidity Management (Processing Receivables and Payments). Those steps are typically done for a batch of invoices and payments and not for one specific payment or invoice. July 28,

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