S4700

Business Processes in SAP

S/4HANA Service

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PARTICIPANT HANDBOOK
INSTRUCTOR-LED TRAINING
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Course Version: 20
Course Duration: 3 Day(s)
Material Number: 50160237
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Typographic Conventions

American English is the standard used in this handbook.

The following typographic conventions are also used.

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Contents

vii Course Overview

1 Unit 1: Overview of SAP S/4HANA Service

3 Lesson: Gaining an Overview of SAP S/4HANA Service

11 Unit 2: UI Clients for SAP S/4HANA Service

13 Lesson: Using UI Clients for SAP S/4HANA Service

19 Unit 3: Organization

21 Lesson: Describing and Displaying the Organizational Structure

25 Lesson: Describing Internal and External Business Partners

31 Unit 4: Master Data

33 Lesson: Describing and Displaying Products

37 Lesson: Structuring and Displaying Technical Objects and BOMs

49 Unit 5: Interaction Center

51 Lesson: Using the Interaction Center

59 Unit 6: On-Site Service

61 Lesson: Using Service Requests

65 Lesson: Using Service Order Quotations and Solution Quotations
69 Lesson: Using Service Orders
79 Lesson: Using Service Confirmations
83 Lesson: Carrying Out Service Billing
87 Lesson: Using External Services

93 Unit 7: In-House Repair

95 Lesson: Carrying Out In-House Repairs

103 Unit 8: Service Contracts

105 Lesson: Understanding the Concept of Service Contracts

111 Unit 9: Recurring Service

113 Lesson: Creating Service Order Templates and Maintenance Plans

119 Lesson: Scheduling Maintenance Plans

125 Unit 10: Integration to Sales

127 Lesson: Using Integration to Sales

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135 Unit 11: Analytics in SAP S/4HANA Service

137 Lesson: Using Analytics in SAP S/4HANA Service

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Course Overview

TARGET AUDIENCE
This course is intended for the following audiences:
● Project Manager
● Application Consultant
● Industry / Business Analyst Consultant
● Super / Key / Power User
● Business Analyst
● Business Process Owner/Team Lead/Power User

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viii © Copyright. All rights reserved.
 UNIT 1 Overview of SAP S/4HANA
Service

Lesson 1
Gaining an Overview of SAP S/4HANA Service 3

UNIT OBJECTIVES

● Gain an overview of SAP S/4HANA Service

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Unit 1: Overview of SAP S/4HANA Service

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 Unit 1
Lesson 1
Gaining an Overview of SAP S/4HANA Service

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Gain an overview of SAP S/4HANA Service

Overview of SAP S/4HANA Service

Figure 1: SAP S/4HANA: Overview

SAP S/4HANA is the first intelligent Enterprise Resource Planning (ERP) system that enables
companies to capture every opportunity in today’s digital world – whatever your company
size, business complexity, industry need, and preferred IT consumption model.
New business processes, models, and decisions are now made possible with one real-time
core business foundation, delivering unprecedented value to all lines of business in all
industries (simplification, automation, and innovation).
SAP S/4HANA removes common obstacles associated with legacy ERP applications, such as
batch latency, manually-driven processes, and complex landscapes.
In the era of the Intelligent Enterprise, the ability to automate is much more sophisticated
than ever before. Historically, we were able to drive automation through analysis of numbers,
but today’s intelligent technologies can provide deeper insights based on a greater variety of
data sources, such as text, video, and imagery. Furthermore, automation can be administered
far more cost-effectively today because new tools make emerging technologies more
consumable by embedding intelligence within the business processes. When many routine

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Unit 1: Overview of SAP S/4HANA Service

activities are automated, the workforce can focus on higher-value activities, such as customer
success, strategic planning, and innovation.
Digital-Age User Experience
Digital assistance and natural language conversations for increased productivity and user
satisfaction
Intelligent Automation
Artificial intelligence and robotic process automation eliminate more than half of manual
tasks
End-To-End Analytics & Real-time Steering
Context aware, real time, predictive insights so you can make better decisions, adjustments,
faster

The following deployment options are available:

● Cloud
● OnPrem
● Hybrid

Figure 2: Motivation to run SAP S/4HANA Service

Business models are changing

Organizations strive to transform their business away from product-centric towards
outcome-centric. Companies in product-centric and asset-intensive industries are at risk of
missing opportunities.
Motivation to run SAP S/4HANA Service
SAP S/4HANA connects the entire enterprise service management business processes
across lines-of-business, enabling the organization to create new revenue streams, while
protecting current business. S/4HANA Service: Manage „customers for life“ by transforming
your service business:
● Deliver outcome based services and measure customer success
● Plan and operate your service business based on customer demand

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 Lesson: Gaining an Overview of SAP S/4HANA Service

● Embrace digitalization of service and drive innovation with intelligent services

The following areas are covered:

Technical Service:
Run the operational Service from planning to fulfillment for all variants of on-site and in-house
technical service
Commercial Service:
Sign and manage contractual agreements, design Service Portfolio, manage bundles for
service, products, subscriptions and projects
Service Analytics:
Offer advanced analytical tools, escort Service execution with interactive and intelligent
Analytics
Service Business Planning:
Run a Service Business holistically, identify new Services, define and offer as part of value and
product chain

Figure 3: SAP Service in the Intelligent Enterprise

SAP S/4HANA Service On-Premise interacts closely with SAP Service Cloud and SAP Field
Service Management.
Furthermore data can be exchanged with Asset Management.
For reporting purposes the data can be checked using Analytics.
The SAP S/4HANA Service OnPrem can be regarded as the core which can exchange data
with the following areas:

S/4HANA Service On-Premise

The focus of S/4HANA Service OnPrem can be described as follows:
● Planned Service
● Complex Service

SAP Service Cloud

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Unit 1: Overview of SAP S/4HANA Service

The focus of the SAP Service Cloud can be described as follows:

● Self Service
● Execution of simple service tasks

SAP Field Service Management

The focus of S/4HANA Service OnPrem can be described as follows:
● Customer self service
● Planning & Dispatching
● Mobile Field Service
● Smartforms
● Analytics

Figure 4: SAP service strategy: Integration of back office and front office functionality

The SAP service strategy aims at integrating existing Front office and Back office
functionality.
Back Office
SAP CRM Service and SAP ERP Customer Service were used as a basis and enhanced when
developing SAP S/4HANA for Customer Management. SAP S/4HANA for customer
management finally evolved to SAP S/4HANA Service OnPrem which is an integral part of
SAP S/4HANA OnPrem.
Front Office
Service engagement center and SAP Cloud for Customer were used as a basis and enhanced
when developing SAP Service Cloud.
Integration of Front Office with Mobile Solutions
SAP Cloud for Customer and SAP CRM Service Manager as well as SAP Work Manager were
used to map mobile service processes. The integration of the Front Office with Mobile
Solutions has finally evolved to a combination of SAP Service Cloud and SAP Field Service
Management (formerly known as CORE systems).

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 Lesson: Gaining an Overview of SAP S/4HANA Service

Note:
S4700 covers the processes of S/4HANA Service OnPrem. Further information
on SAP Service Cloud can be found via https://help.sap.com.

Figure 5: SAP S/4HANA Service: Origin of Business Objects

SAP S/4HANA Service is based on SAP S/4HANA for Customer Management. The design of
SAP S/4HANA Service eliminates functional redundancies and data replication:
● “Best of both worlds”: identify functional redundancies and select most suitable object /
engine / process
● Unify CRM and S/4HANA objects: unified objects share the same database
representation, thus require no middleware

LESSON SUMMARY
You should now be able to:
● Gain an overview of SAP S/4HANA Service

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Unit 1: Overview of SAP S/4HANA Service

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 Unit 1

Learning Assessment

1. Which of the following belong to SAP Service in the Intelligent Enterprise?

Choose the correct answers.

X A C/4HANA Service

X B SAP Service Cloud

X C SAP S/4HANA Service On Premise

X D SAP Customer Relationship Management

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 Unit 1

Learning Assessment - Answers

1. Which of the following belong to SAP Service in the Intelligent Enterprise?

Choose the correct answers.

X A C/4HANA Service

X B SAP Service Cloud

X C SAP S/4HANA Service On Premise

X D SAP Customer Relationship Management

Yes, that is correct.

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 UNIT 2 UI Clients for SAP S/4HANA
Service

Lesson 1
Using UI Clients for SAP S/4HANA Service 13

UNIT OBJECTIVES

● Describe and use the UI clients for SAP S/4HANA Service

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Unit 2: UI Clients for SAP S/4HANA Service

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 Unit 2
Lesson 1
Using UI Clients for SAP S/4HANA Service

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and use the UI clients for SAP S/4HANA Service

UI Clients for SAP S/4HANA Service

Figure 6: Overview: SAP Fiori Launchpad – SAP CRM Web UI – SAP GUI

The following UIs are available to access SAP S/4HANA Service functionality:
● SAP Fiori
● SAP CRM Web UI
● SAP GUI

Note:
SAP CRM Web UI and WebClient UI are used synonymously throughout this
course.

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Unit 2: UI Clients for SAP S/4HANA Service

Note:
The use of SAP GUI is limited, for example to administrative tasks and some back-
end processes.

All UIs have been visually harmonized for a non-disruptive user experience.

Figure 7: SAP Fiori Launchpad: Personalization

The available SAP Fiori apps can be differentiated as follows:

● Advanced SAP Fiori UI apps fostering intelligent process-based and analytical work styles
(for example, contract management)
● Simple SAP Fiori Elements UIs for navigation
● Fiori by CRM WebUI with SAP Fiori 2.0 and SAP Fiori 3.0 visual theme for “classical”
document-based SAP CRM objects

Furthermore, third party UIs can be provided by partners (for example, digital sales for SAP
S/4HANA for customer management, sales core option).

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 Lesson: Using UI Clients for SAP S/4HANA Service

Figure 8: SAP CRM Web UI: Personalization

In addition, the UI Strategy for “classic” Transactional Work Styles has been adapted. The
SAP CRM Web UI has been visually harmonized with the Belize Theme.
The following Personalization options are available:
● Settings
● Preferences
● Layout
● Shortcuts
● Feed
● My Data

Figure 9: SAP GUI: Personalization

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Unit 2: UI Clients for SAP S/4HANA Service

In order to achieve a non-disruptive, harmonized User Experience you can activate the Belize
Theme when working with SAP GUI.

LESSON SUMMARY
You should now be able to:
● Describe and use the UI clients for SAP S/4HANA Service

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 Unit 2

Learning Assessment

1. Where can you find detailed implementation information on SAP Fiori Apps for SAP S/
4HANA Service?
Choose the correct answer.

X A Help Portal: Feature Scope Description

X B SAP Fiori Apps reference library

X C SAP Readiness Check

X D Installation Guide

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 Unit 2

Learning Assessment - Answers

1. Where can you find detailed implementation information on SAP Fiori Apps for SAP S/
4HANA Service?
Choose the correct answer.

X A Help Portal: Feature Scope Description

X B SAP Fiori Apps reference library

X C SAP Readiness Check

X D Installation Guide

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 UNIT 3 Organization

Lesson 1
Describing and Displaying the Organizational Structure 21

Lesson 2
Describing Internal and External Business Partners 25

UNIT OBJECTIVES

● Describe and display the organizational model of SAP S/4HANA Service

● Describe the concept of Internal and External Business Partners

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Unit 3: Organization

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 Unit 3
Lesson 1
Describing and Displaying the Organizational
Structure

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and display the organizational model of SAP S/4HANA Service

Organizational Structure

Figure 10: Organization: Integration of SD and SAP S/4HANA Service

The Customer Services main process is fully integrated with many other key capabilities
within the system. This integration is dependent on the relationship of organizational
elements within the system. It integrates SD organizational structure elements with the
organizational structure specific for SAP S/4HANA Service.
SD Organizational Structure
A Company represents a consolidation unit to which company codes can be assigned. This
organizational unit is optional.
A Controlling area identifies an organizational element where costs and revenues are
analyzed. Each company code is assigned to a controlling area. A controlling area can consist
of one or several company codes that operate in different currencies. All related company
codes must use the same operational chart of accounts. All intra-enterprise allocation
transactions represent the objects of the same controlling area only.
A Plant represents an organizational element within a company which produces goods,
distributes goods, and offers services. It can only report to one company code. A company
code can be assigned to many plants. Plants can be used for the purposes of valuation.

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Unit 3: Organization

A Storage Location identifies an organizational element that enables you to differentiate the
material stocks within a plant.
A Sales Organization is responsible for the sales and distribution of goods and services. It can
be structured regionally or according to products. Each sales organization is assigned to a
company code, which is a company.
A Distribution Channel is the path through which goods and services reach the customer.
A Division represents a grouping of the products to be sold. Each material to be sold is
assigned to a division.
A Sales Area is a combination of a sales organization, distribution channel, and division. When
the system is configured, the permitted sales areas are defined.

SAP S/4HANA Service Organizational Structure

Organizational Management in SAP S/4HANA Service allows you to map your service and
sales structure. You can characterize your organizational units by organizational and general
attributes. Additionally, you can define rules to determine the responsible organizational unit.

Figure 11: Organizational Model: Overview

Organizational Management in SAP S/4HANA Service offers you a flexible tool for handling
your company’s task-related, functional organizational structure as a current organizational
model.
You can maintain the company structure, including the positions and employees, and assign
specific data (attributes) to the organizational units.
The organizational model will be used for organizational data determination within the SAP S/
4HANA Service scenario for sales and service.
Compared to the classical organizational model, which has already been available in SAP ERP,
the use of the organizational model in SAP S/4HANA Service is more comprehensive, flexible,
and dynamic.

Functions for Service

The following functions for Service are available:

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 Lesson: Describing and Displaying the Organizational Structure

● Service Organization: This is the organizational unit in the service area in which services
are planned and prepared. The service organization is responsible for the success of a
service area.
● Service Team: This is the organizational unit to which service employees are assigned
according to tasks and other criteria. It performs service tasks at customer sites (for
example, the service technician group).

Functions for Sales

The following functions for Sales are available:
● Sales Organization: This involves an organizational unit in sales that structures the
company according to sales requirements. It is responsible for the success of a sales area.
● Sales Office: This location is responsible for sales of products and services in a particular
area.
● Sales Group: This is a group of sales employees who are responsible for specific products
or services. A sales group has different areas of responsibility in a sales office.

Figure 12: Organizational Model: Assignments to Organizational Units

Organizational units form the basis of an organizational plan. Organizational units are
functional units of a company. Depending on how a company is organized, the organizational
units may be departments, groups, or project teams.
Positions show the functional task distribution of individual items and their report structures
in the organizational plan. Positions are concrete items in a company, which can be occupied
by holders, represented by Employees or Users.

Enterprise Organizational Management

Alternatively to the previously described legacy organizational model, the Enterprise
Organizational Management can be used.
The enterprise organizational management introduces the enterprise organizational model
which enables direct access to sales organizational structures from S/4HANA Sales and easy
use of enterprise service organizations and service teams.
The enterprise organizational model eliminates double maintenance of sales organizational
structures and allows multiple assignment of sales offices between sales groups and sales

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Unit 3: Organization

areas. The enterprise organizational model also allows service organizations to be defined not
as a form of master data but in Customizing which is directly transported to the production
system.
However, after you adopt the enterprise organizational management, some organization
related functions are no longer available:
● Interaction Center including Service Requests
● Sales Force Support
● Email Response Management System (ERMS)
● Case Management
● Presales Processes

LESSON SUMMARY
You should now be able to:
● Describe and display the organizational model of SAP S/4HANA Service

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 Unit 3
Lesson 2
Describing Internal and External Business
Partners

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe the concept of Internal and External Business Partners

Internal and External Business Partners

Figure 13: Overview: Internal and External Business Partners in SAP S/4HANA Service

Business partners are any parties in which your company has a business interest. You can
create and manage your business partners centrally for different business transactions, and
reflect the different roles they play, such as sold-to party and ship-to party.
A business partner can be any of the following:
● Employee:
An employee is a member of your company and is involved in the interactions between
your company and customers, prospects, vendors, and other parties.
● Account:
An account is a company, individual, or group with which you have a business relationship.
An account can be, for example, a customer, prospect, vendor, or competitor. Accounts
are subdivided into Corporate Accounts (companies or organizations), Individual Accounts
(private individuals), and Groups (any groupings, such as households).

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Unit 3: Organization

● Contact:
A contact is a person with whom you have a business relationship. A contact is usually
assigned to a corporate account.

Business Partner Categories

Business Partner Categories are part of the standard delivery and cannot be defined. A
business partner category cannot be changed after a business partner has been created.
The following Business Partner Categories are available:
● Organization: The Organization represents units such as company, a department of a
company, a club, or an association.
● Group: A Group specifies a team or an executive board
● Person: A Person represents an individual.

Business Partner Roles

The business partner role classifies the business partner according to business function, for
example, Employee and Sold-To-Party. The roles that are assigned to a business partner
mirror the partner's functions and the business transactions in which they may be involved.
You can assign more than one business partner role to a business partner. General
information, such as name, address, and bank details, only has to be entered once.

Figure 14: Internal Business Partner: Employee

The personnel master is linked to the Business Partner role Employee as well as to the SAP
User. The Personnel number is linked to the organizational unit via the Business Partner.
Personnel numbers can be linked to a Position.
When creating documents, Business Partner Employee can then be assigned automatically.
For example, when creating a service request, the default value for the Employee Responsible
is linked to the SAP User, namely the SAP User of the Service Agent.

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 Lesson: Describing Internal and External Business Partners

Figure 15: External Business Partner: Customer / Sold-to-Party

Depending on the Business Partner Role, the data is generic or limited to a certain area. For
example, when maintaining the Business Partner role Sold-To-Party, you need to maintain
sales-specific data.

SAP Business Partner Relationships

A business partner relationship forms a business-relevant connection between two business
partners. Business partner relationship categories describe the business-relevant relationship
between business partners. A business partner relationship can be given a time limit with
start and end dates.
You create a contact-person relationship with the relationship category has contact person
between a business partner with the BP category Organization and a business partner with
the BP category Person.

LESSON SUMMARY
You should now be able to:
● Describe the concept of Internal and External Business Partners

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Unit 3: Organization

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 Unit 3

Learning Assessment

1. Which organizational elements are relevant when setting up SAP S/4HANA Service?
Choose the correct answers.

X A Sales Organization

X B Work Center

X C Positions

X D Plant sections

2. Which of the following Business Partner Categories are available?

Choose the correct answers.

X A Personnel Areas

X B Group

X C Employee Subgroups

X D Person

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 Unit 3

Learning Assessment - Answers

1. Which organizational elements are relevant when setting up SAP S/4HANA Service?
Choose the correct answers.

X A Sales Organization

X B Work Center

X C Positions

X D Plant sections

Yes, that is correct!

2. Which of the following Business Partner Categories are available?

Choose the correct answers.

X A Personnel Areas

X B Group

X C Employee Subgroups

X D Person

Yes, that is correct!

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 UNIT 4 Master Data

Lesson 1
Describing and Displaying Products 33

Lesson 2
Structuring and Displaying Technical Objects and BOMs 37

UNIT OBJECTIVES

● Describe and display Products in SAP S/4HANA Service

● Structure and display Technical Objects and BOMs

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Unit 4: Master Data

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 Unit 4
Lesson 1
Describing and Displaying Products

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and display Products in SAP S/4HANA Service

Products

Figure 16: Overview: Products in SAP S/4HANA Service

Products are services and goods that are the object of a company's business activities and
can be differentiated as follows:
● Service material / service product: Description of a service, for example, onsite service of
a service technician.
● Component planning: Spare parts or components that can be assigned to documents,
such as a service order, for example, power supply that needs to be replaced.
● Structuring of Technical Objects: Tangible products can be divided as follows:
- Material as bill of material item, for example, power supply assigned to a BOM.
- Material as construction type, for example, a material representing the series of a
machine.
- Material serial number, for example, a machine that you want to track as an individual
piece of equipment.

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Unit 4: Master Data

Note:
Structuring of Technical Objects will be explained in lesson Technical Objects.

The product master provides you with information on the products that your company
purchases and sells. It is the central source from which product-specific data can be
retrieved. Product information is used in marketing, sales, and service processes.

Figure 17: Service products

You need to maintain Sales area specific data for Service products.
The assignment of an Item Category to a Service Product triggers the usage in Service
documents, for example, Service Order Quotations and Service Orders.

Figure 18: Configurable Service Products

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 Lesson: Describing and Displaying Products

A configuration profile must be created for each configurable material. This profile defines
certain characteristics of the configuration.
In the configuration profile or in the material master, the material is assigned to one or more
classes. Each class contains one or more characteristics. You can define the possible values
for each characteristic using characteristic values.
You can also assign sales conditions (for example, prices, surcharges, or discounts) for
characteristic values. The system takes the variant conditions into account during pricing for
the service contract.

Note:
You find more detailed information how to use configurable service products in
unit Service Contracts.

Figure 19: Component planning / Spare parts

You need to maintain Sales area specific data for Spare Parts.
The assignment of the Item Category to a Spare Part triggers the usage in Service
documents, for example, Service Order Quotations and Service Orders.

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Unit 4: Master Data

Figure 20: Product Bundle

A product bundle is a combination of different products that are sold together as a whole. The
bundle components can be tangible products, services, or service contract items.
A product bundle always has a bundle product that ties the bundle components together and
is typically composed of various relationships at different hierarchy levels.
Product bundles are designed to meet certain customer requirements. Using product bundles
provides the following benefits:
Different products can be combined based on specified rules.
● Product bundles can contain optional components as well as alternative components in
component groups.
● Products can be offered as part of a whole, but processed in different follow-up business
transactions.
● Products can have special prices when offered as part of a product bundle.

Note:
You find more detailed information on the use of Product Bundles in unit Service
Contracts.

LESSON SUMMARY
You should now be able to:
● Describe and display Products in SAP S/4HANA Service

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 Unit 4
Lesson 2
Structuring and Displaying Technical Objects
and BOMs

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Structure and display Technical Objects and BOMs

Technical Objects

Figure 21: Technical Objects - Overview

Business Scenario
In a company, you first need to decide which technical systems and buildings are relevant for
SAP S/4HANA Service and need to be mapped in the system. You need to use functional
locations to map more complex technical systems, equipment to map individual objects, and
maintenance bills of material (BOMs) to map spare parts.
Step 1: Identify
When you start to map technical objects, you need to decide which objects are relevant for
plant maintenance, that is, which objects require service measures and which objects are
relevant for reporting purposes.

Step 2: Structure
You choose the structuring instruments for each object (functional location, equipment,
assembly, and material) and then create the structure.

Step 3: Classify

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Unit 4: Master Data

You create characteristics (technical characteristics, such as electrical output) and classes,
such as pump classes. All technical characteristics become available for an object when a
technical object, such as equipment, is assigned to a class.

Step 4: Verify
You can run a check on the construction status for complex equipment and systems that are
based on a to-be structure.

Figure 22: Categories of Technical Objects

There are four categories of technical objects:

● Functional locations are elements of a technical structure and represent the system areas
in which objects can be installed. Technical structure can be subdivided according to
functional, process-oriented, or spatial criteria.
● Equipment refers to individual objects that are to be treated as autonomous units.
● Serial numbers are assigned to materials to differentiate them from other items. They
enable materials to be treated as individual items. Inventory management can be carried
out for serial numbers.
● Assemblies are used to finely structure functional locations and equipment. These are
treated as BOM items and not as individual items.

Functional locations, equipment, and serial numbers can be used as reference objects in
documents, such as service requests and service orders. You can use the different categories
of technical objects individually or in combination.

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 Lesson: Structuring and Displaying Technical Objects and BOMs

Figure 23: Functional Location

Functional locations are hierarchically ordered structures that represent a technical system,
building, or part thereof. You can structure a functional location according to spatial criteria
(for example, building 1 and building 2), technical criteria (for example, press, press frame,
and press hydraulics), or functional (process-oriented) criteria (for example, polymerization
and condensation).
The aim of creating a functional location is to structure a technical system or building into
units that are relevant for plant maintenance. When you create a functional location, it takes
on the function of the location where individual objects (such as engines, gearboxes, and
pumps) can be installed. In such cases, you can view removal and installation locations both
from the point of view of the installation location and from the point of view of the individual
installed or removed object.

Structure Indicator
The structure of a functional location is based on the structure indicator. If you create a new
functional location, the system checks whether a hierarchy with this structure indicator
already exists, and whether the new identification is suitable for the existing hierarchy. If so,
when the new functional location is created, it is included in the existing structure. The
Structure Indicator consists of the following:
● Edit mask
The edit mask is used to control which characters can be used for identification (letters,
numbers, special characters, or all three) and how these characters are grouped together
or split.
● Hierarchy levels
The hierarchy levels are used to define which level ends at which character and how many
hierarchy levels the structure can contain. A functional location can be identified by using a
maximum of 40 characters (maximum length of the edit mask).

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Unit 4: Master Data

Figure 24: Criteria for Functional Locations

You can use functional locations to structure your systems based on the following conditions:
● The structures of the technical systems in your company have to be represented
according to functional criteria.
● The maintenance tasks have to be performed for certain parts of your technical system
and this work must be recorded.
● The technical data for certain parts of your technical system has to be stored and
evaluated over a long period of time.
● The cost of maintenance tasks has to be monitored for certain parts of your technical
system.
● The effects of the usage conditions on the probability of damage to the installed
equipment have to be analyzed.

Figure 25: Equipment

A piece of equipment is an individual physical object that you would maintain as an

autonomous unit. Pieces of equipment usually represent single objects, such as pumps,
motors, and vehicles for which maintenance tasks are to be performed and recorded.

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 Lesson: Structuring and Displaying Technical Objects and BOMs

A piece of equipment can be installed at functional locations. A piece of equipment can be

linked to a material if there is a need for inventory management.

Figure 26: Criteria for Equipment

You always create an equipment master record for a technical object under the following
conditions:
● You need to manage individual data for the object.
● When breakdown, planned, or preventive maintenance tasks are required for an object,
you need to record the maintenance tasks.
● You need to collect and evaluate technical data for the object over long periods of time.
● You need to monitor the cost of maintenance tasks for the object.
● You need to record the usage time of the object at functional locations.

Figure 27: Equipment Master Record

In the standard system, the master record for a piece of equipment uses the following views:
● General: Class, object type, reference data, manufacturer data, and so on
● Location: Location data and address

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Unit 4: Master Data

● Organization: Account assignment (for example, company code, cost center) and
responsible entities (for example, maintenance planning plant)
● Structure: Higher-level functional location, superior equipment, and so on

Additional data for the equipment can also be activated as tab pages or called by using the
Class Overview or Measuring Points/Counters buttons.
You can use the time-based data to monitor a piece of equipment dynamically, that is, track
changes to the equipment over a specific period of time. If your system is customized
accordingly, it automatically creates a new time segment whenever certain changes are made
in the master record. The time segment describes the equipment usage.

Figure 28: Warranties

Warranties are first created as master warranties, independently whether you want to assign
it to a functional location or a piece of equipment. A warranty is structured as follows:
● The warranty header contains the warranty type, descriptive text, and the classification
option.
● The warranty items contain the services that are included in (or excluded from) the
warranty. The services can be described using a text, a service number, or a material
number.
● Warranty counters can be defined for each warranty item. These are validity criteria that
are defined as period or performance counters.

From the perspective of a service provider, it is required to define Customer warranties. When
creating a Service document e.g. a Service Request in relation to a Technical Object an
information can be displayed that a warranty is assigned to it.

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 Lesson: Structuring and Displaying Technical Objects and BOMs

Figure 29: Equipment and Serial Number

A piece of equipment with its equipment number can only be used in SAP S/4HANA Service,
Customer Service, and Asset Management. The equipment number cannot be handled in
other areas.

If you want to put a piece of equipment on stock (for example because it is defective and you
want to refurbish it), you first have to assign a serial number.
Because a serial number is an individual, single part within a stock of a material number, it can
be combined with a piece of equipment. With the combination of an equipment and a serial
number you can handle an individual, physical part not only in Asset Management and
Customer Service, but also in Materials Management and other areas.

A piece of equipment can be installed and dismantled at functional locations. You can also
monitor the installation times for a piece of equipment from both the functional location view
and the equipment view.
In the case of a piece of equipment that is linked to a material, when you dismantle the
damaged piece of equipment, the system can automatically place it in storage. Likewise,
when a piece of equipment is installed, the system automatically releases it from store
inventory.
To install a piece of equipment at a functional location, the following prerequisites must be
fulfilled:
● The equipment category must permit an installation (Customizing).
● The Equipment Installation Allowed option must be activated in the master record for the
functional location. You can further control this by using the Individual Installation option.

The installation locations for equipment in a technical system are documented in the usage
list. The usage list forms part of the equipment history. Equipment usage periods can also be
displayed from the functional location view. Along with changes to the installation location,
the usage list also documents changes to other fields of the master record (for example, cost
center and asset). In Customizing, you can set which fields should be monitored in this way.

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Unit 4: Master Data

Figure 30: BOM in a Company

Business Scenario
In your company, all the individual parts for functional locations and pieces of equipment for
which no history is required, but where spare parts planning is important, should be
represented by using a bill of materials (BOM).
BOMs are used for different purposes. The use of BOMs depends on the following functional
areas of a company:
● The engineering and design BOM includes all the elements of the product from an
engineering viewpoint and contains the technical data.
● The production BOM includes the items relevant to production and assembly conditions.
For the assembly, only items relevant to production with process-oriented data are
required.

Instead of a uniform BOM, these areas use their own BOM with area-specific data (such as
production) and also only evaluate BOMs with area-specific data. This results in a targeted
BOM application, whereby only the area-specific data is made available. Data selection is
controlled by using the definition of application.
Functions of BOMs
The maintenance BOM differs from other BOMs because it only contains items relevant to
PM. The maintenance BOM has the following important functions:
● Structuring of the object
The structure of an object must be displayed as clearly as possible from a maintenance
viewpoint.
● Spare parts planning
- Spare parts planning in an order
- Spare parts planning in the task list

The main categories of a maintenance BOM are as follows:

● Material BOM
● Equipment BOM
● BOM for Functional Location

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 Lesson: Structuring and Displaying Technical Objects and BOMs

Figure 31: Using a Material BOM as a Service BOM

Material BOMs are always used in Asset Management and Service if a number of identically
constructed objects have to be maintained. The aim is not to create a BOM for each technical
object, but to create just one BOM, and then assign this to the relevant technical objects. This
avoids the use of redundant BOMs. A material BOM is a BOM that is first created for a
material independently of a technical object.
The procedure for creating a material BOM is as follows:
● Create material
● Create a material BOM for the material.

The BOM must then be assigned to one or more technical objects, such as equipment or
functional location. You can make the assignment or assignments in the respective master
record by using the Structure view. The number of the corresponding material is entered in
the Construction Type field.

LESSON SUMMARY
You should now be able to:
● Structure and display Technical Objects and BOMs

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Unit 4: Master Data

46 © Copyright. All rights reserved.

 Unit 4

Learning Assessment

1. Which of the following are required to define a Sales Area?

Choose the correct answers.

X A Service Profile

X B Sales Organization

X C Distribution Channel

X D Delivering Plant

2. Which of the following statements regarding Technical Objects is correct?

Choose the correct answers.

X A You can switch the Technical Object Type from Functional Location to Equipment.

X B You can assign a Serial Number to a piece of Equipment.

X C You can book a goods receipt for a defective Functional Location.

X D You can define a BOM for a Functional Location.

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 Unit 4

Learning Assessment - Answers

1. Which of the following are required to define a Sales Area?

Choose the correct answers.

X A Service Profile

X B Sales Organization

X C Distribution Channel

X D Delivering Plant

Yes, that is correct!

2. Which of the following statements regarding Technical Objects is correct?

Choose the correct answers.

X A You can switch the Technical Object Type from Functional Location to Equipment.

X B You can assign a Serial Number to a piece of Equipment.

X C You can book a goods receipt for a defective Functional Location.

X D You can define a BOM for a Functional Location.

Yes, that is correct!

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 UNIT 5 Interaction Center

Lesson 1
Using the Interaction Center 51

UNIT OBJECTIVES

● Describe and use basic features of the Interaction Center

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Unit 5: Interaction Center

50 © Copyright. All rights reserved.

 Unit 5
Lesson 1
Using the Interaction Center

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and use basic features of the Interaction Center

Interaction Center

Figure 32: Interaction Center: Process

The Interaction Center WebClient provides you with tools to help you ensure efficient and
consistent customer service by collaborating and communicating with your customers over
various channels. It supports agents and managers who are involved with the interaction
center. Agents can handle inbound or outbound service, sales, or marketing transactions
using the phone, e-mail, fax, or the Web. They can process business transactions, such as
quotations, sales tickets, and service requests, and enhance their productivity by using alerts
and a knowledge article search. All relevant account information is available to them in one
location.

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Unit 5: Interaction Center

Figure 33: Interaction Center: Process steps

The process steps of Inbound Call Processing can be described in more detail as follows:
Step 1:
The IC Service Agent receives a call from a customer regarding a problem of a technical asset
and identifies the account via the Interaction Center.

Step 2:
The IC Service Agent checks relevant customer-specific details, such as service contract and
equipment.

Step 3:
The IC Service Agent creates a Service Request and assigns relevant details, such as problem
description.

Step 4:
The IC Service Agent can either provide immediately a solution to the problem or needs to
dispatch the Service Request to 2nd Level Support.

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 Lesson: Using the Interaction Center

Figure 34: Identify Account and check information

The Agent Desktop is the primary screen utilized by contact center agents. It gives agents
access to the information they need to address customer needs with a minimum number of
clicks. It provides the guidance and agent support necessary to ensure a consistent and
positive customer experience.
Account information shows the most relevant information about the current interaction, such
as the customer’s name and company.
When identifying the account, it is possible to identify relevant equipment. Therefore the IC
Service Agent can gather detailed information before a Service Request is created in the
system.

Figure 35: Create Service Request

The IC Service Agent can create a Service Request to use, assign, and change the following
data:

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Unit 5: Interaction Center

● Description
● Customer
● Service Team
● Employee Responsible
● Subject Categories
● Reason Categories
● Status/Impact/Urgency
● Warranty

Figure 36: Provide Knowledge Article

The knowledge article provides a more flexible and efficient way to create, store, and retrieve
corporate knowledge within your organization. Knowledge Article is a piece of information
that can be used to resolve an issue.
In addition to the categories assigned to the knowledge article, in a knowledge article, you can
record details, such as language, description, and keywords. You can also record short notes
about, for example, solutions or workarounds to problems.
You can specify administration details, such as the dates for which the knowledge article is
valid, the priority of the knowledge article, or its status. In the relevant assignment blocks, you
can also attach various items to the knowledge article, or assign knowledge articles to other
related items and transactions, such as service requests and service orders.
It is possible to search for knowledge articles based on multilevel categorization of a business
transaction (for example, service request).
Knowledge articles are linked to a business transaction, for example, to a service request, and
can be automatically proposed. It is possible to classify knowledge articles into public,
internal, and confidential, based on authorization objects.

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 Lesson: Using the Interaction Center

Figure 37: Interaction Record

Interaction Record
The interaction record contains data for the current interaction with an identified business
partner, including a list of the business objects involved, such as e-mails, service transactions
created, and solutions provided.
Interaction Record is a central summary and information hub for interaction tailored to agent
needs by providing:
● Common transaction attributes like transaction details, organizational data, partner
assignment, and actions
● A notes section for describing details of the interaction with the business partner, including
the option to import the notes from the scratch pad
● An activity clipboard provides a complete overview of all interaction-related and business-
relevant documents (such as service requests, solutions, e-mails, and follow-up
transactions)

Figure 38: Dispatch Service Request

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Unit 5: Interaction Center

If the IC Service Agent can solve the issue described in the Service Request, they can provide
the customer with, for example, a Knowledge Article.
If the IC Service Agent cannot solve the issue, they can dispatch it, for example, to a 2nd Level
Support colleague.

Agent Inbox
You use the agent inbox to call up e-mails, business transactions, and various other business
objects for display or processing. The inbox is a central shared worklist that the entire team
can use to work on incoming objects. It supports supervisors in work distribution.
● Retrieve, access, and process items from different main categories in the inbox
● Business transactions (such as service orders or service requests)
● Inbound and outbound correspondence (e-mail, fax, and letter)

The inbox provides a broad range of search attributes, search features, and result attributes.
These attributes and features are characterized as follows:
● Common to all categories (such as creation date and account)
● Mapped to category-specific values (such as status and responsible group/employee)
● Category-specific attributes (such as e-mail address and due date)

Based on alerts, the inbox shows incomplete e-mails linked to a confirmed account.

LESSON SUMMARY
You should now be able to:
● Describe and use basic features of the Interaction Center

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 Unit 5

Learning Assessment

1. Which of the following features are available via the Interaction Center?
Choose the correct answers.

X A Account Identification

X B Maintenance Plan Scheduling

X C Knowledge Article Search

X D Asset Viewer

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 Unit 5

Learning Assessment - Answers

1. Which of the following features are available via the Interaction Center?
Choose the correct answers.

X A Account Identification

X B Maintenance Plan Scheduling

X C Knowledge Article Search

X D Asset Viewer

Yes, that is correct!

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 UNIT 6 On-Site Service

Lesson 1
Using Service Requests 61

Lesson 2
Using Service Order Quotations and Solution Quotations 65

Lesson 3
Using Service Orders 69

Lesson 4
Using Service Confirmations 79

Lesson 5
Carrying Out Service Billing 83

Lesson 6
Using External Services 87

UNIT OBJECTIVES

● Describe, create, and process Service Requests

● Describe, create, and process Service Order Quotations and Solution Quotations
● Describe, create, and process Service Orders
● Describe, create, and process Service Confirmations
● Describe and carry out Service Billing
● Describe, create, and process External Services

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Unit 6: On-Site Service

60 © Copyright. All rights reserved.

 Unit 6
Lesson 1
Using Service Requests

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe, create, and process Service Requests

Service Request

Figure 39: Service Processing: Overview

Service Processing in SAP S/4 HANA Service comprises the following steps:
● Step 1
Malfunctions and other requirements are recorded in a Service Request. Service Requests
can be accessed and processed via list editing. This process step is optional.
● Step 2
Service Order Quotations can be created on the basis of Service Requests. This process
step is optional.
● Step 3
Service Orders are either created directly or based on reported requirements, for example,
Service Requests or Service Order Quotations. Planning comprises the required services
and materials, namely, spare parts. Once orders are checked, they can be released and are
ready for execution.
● Step 4

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Unit 6: On-Site Service

After the execution of the Service Orders, time confirmations and material consumption
are entered in the system.
● Step 5
Only completed Service Order Items can be released for billing. After the Billing Document
Requests, the Invoices are created to charge the customers.

Figure 40: Service Processing: Service Request

Malfunctions and other requirements are recorded in a Service Request. Service Requests
can be accessed and processed via list editing.

Note:
Depending on the customer scenario, this process step is optional.

Figure 41: Create Service Request Template

You can create Service Request Templates to simplify the creation of Service Requests. If you
can identify similar customer requests that require the IC Service Agent to enter the same
field values by, it makes sense to create a Service Request Template.

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 Lesson: Using Service Requests

The following details can be assigned to a Service Request Template:

● Description
● Responsibilities
● Impact/Urgency
● Recomm. Prio/Prio
● Categories

Figure 42: Create Service Request

You can either create a Service Request directly or based on a Service Request Template.
Here you can see the details which you can assign to a Service Request Template:
● Description
● Reference Objects
● Responsibilities
● Impact/Urgency
● Recomm. Prio/Prio
● Status
● Categories

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Unit 6: On-Site Service

Figure 43: Selecting Service Requests

You can use the Service Request Search SAP Fiori app to select Service Requests according
to numerous criteria, for example Service Organization and Posting Date (Time Frame).
As illustrated in the figure Selecting Service Requests, the result list is displayed directly
beneath the criteria. The displayed columns can be altered.

LESSON SUMMARY
You should now be able to:
● Describe, create, and process Service Requests

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 Unit 6
Lesson 2
Using Service Order Quotations and Solution
Quotations

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe, create, and process Service Order Quotations and Solution Quotations

Service Order Quotation and Solution Quotation

Figure 44: Service Processing: Service Order Quotations and Solution Quotations

A service representative manually creates a service quotation or a solution quotation for a

special technical service to be executed and sends it to the customer (as a printout).
After the customer accepts the service quotation or solution quotation, the service
representative converts the quotation to a service order for this special technical service.

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Unit 6: On-Site Service

Figure 45: Create Service Order Quotation

You can create Service Order Quotations on the basis of Service Requests or create them
directly.
A new Service Order Quotation is created with Status Open. You can assign further details,
such as a description, the Sold-to Party, a priority, validity dates, and a Reference Object.
At item level, you can assign products to offer services and spare parts to a customer.

Figure 46: Accept Service Order Quotation

Once the customer has accepted the Service Order Quotation, you need to release the
assigned items. As a result, the status of all items switches to Completed. Furthermore, at
header level, the information All items accepted is visible.

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 Lesson: Using Service Order Quotations and Solution Quotations

Figure 47: Solution Quotation

Solution quotations are legally binding offers with fixed conditions.

With a solution quotation, you can offer your customers solutions consisting of combinations
of different types of products (physical goods, services etc.). These combinations are
modeled as product bundles in your master data. When you enter product bundles as items in
a quotation, the bundle components are displayed automatically as sub items.
Once a quotation has been released and accepted, follow-up transactions are generated
automatically.

Figure 48: Selecting Service Order Quotations

You can use the Service Order Quotation Search SAP Fiori app to search according to
numerous selection criteria, for example, all Service Order Quotations with Status Open.
You can use this SAP Fiori App also to display Solution Quotations.
In the result list, you can choose from a large number of columns to be displayed.

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Unit 6: On-Site Service

LESSON SUMMARY
You should now be able to:
● Describe, create, and process Service Order Quotations and Solution Quotations

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 Unit 6
Lesson 3
Using Service Orders

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe, create, and process Service Orders

Service Order

Figure 49: Service Processing: Service Order

Service Orders are either created directly or based on reported requirements, for eaxmple,
Service Requests or Service Order Quotations. Planning comprises the required services and
materials, namely, spare parts.
Once orders are checked, they can be released and are ready for execution.
A task for a technician is planned using a service order.
Assigned spare parts can trigger a purchasing process.

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Unit 6: On-Site Service

Figure 50: Service Order: Structure

As with all other former SAP CRM documents, a service order consists of header and item
data. Each transaction type is assigned to a leading business transaction category. A service
transaction is a business transaction category of its own.
The service process functions are controlled by a transaction type and item categories. A
service order can be created with reference to a service agreement or service contract. Based
on the main reference object that you entered in the service order, you can display a list of
relevant products for the order items. This functionality is called product proposal.
Intercompany check
If an executing service employee is assigned in the service order item to another company
code and the intercompany posting is blocked or not allowed for the company code of this
employee, the system reacts with an error message. The check is performed for service and
expense items.
Using the intercompany check, you can enable or disable intercompany postings or to allow
intercompany postings only for specific combinations of sender and receiver company code.

Figure 51: Service Product Item

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 Lesson: Using Service Orders

Service processing is triggered by an item that contains a service product. The service
product item describes a service. The item is used to document customer wishes (for
example, with reference to dates) and contains planning-relevant data.
Planning-relevant data includes the service group that is responsible for the performance of a
service, dates, the number of persons necessary for the execution of a service, the estimated
duration, and quantity.

Service Type
● Weekend
● Public Holiday

Valuation Type
● Junior
● Senior

Figure 52: Service Part Item

Service Part Item

● Describes the required service component for an onsite service
● Includes information about the planned quantities and conditions
● Displays the current status

Expense Item
Expense items are represented by products of type Material. Expense items can express
planned expenses (for example, Parking Fee). Actual expenses can be confirmed via service
confirmation.

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Unit 6: On-Site Service

Figure 53: Fixed Price Items

If you work with Fixed Price Items, the quantity of planned services and components are later
on used for billing. If the number of working hours or the number of service components in a
Service Confirmation differs from Service Order planning, this is not taken into consideration
during in the billing process.

Figure 54: Item Hierarchy

When you create a service order, you link the individual items to form a hierarchy by entering
the number of the superior item in the Higher-Level Item field. When values from sub-items
are cumulated, this value is assigned to the higher-level item.
Pricing conditions can either be duplicated in all assigned sub-items or applied to the
cumulated value of all assigned sub-items.

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 Lesson: Using Service Orders

Figure 55: Basic Functions in Service Orders

The following basic functions for Service Orders are available:

● Category
You can assign categories at header and/or item level and group Service Orders according
to defined criteria, for example, type of asset.
● Reference Object
You can assign a Technical Object for which a service is required at header level of a
Service Order. The following assignments are available:
- Product
- Functional Location
- Equipment
- Reference Product
- Serial Number
● Product Proposal
You can define common products proposed when creating a new Service Order.

Note:
Further information regarding Technical Objects can be found in lesson Technical
Objects.

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Unit 6: On-Site Service

Figure 56: Dispatching of Service Orders

The following dispatching options are available for Service Orders:

● Manual assignment of a Service Employee Group
● Dispatching via pre-defined Dispatching Rules

Figure 57: Integration to Field Service Management

You can use SAP Field Service Management for planning and dispatching Service Orders.
Additionally, further features and functionalities harmonize service processing.
SAP Field Service Management is aiming at faster resolutions, increased productivity, and
reduced costs.
The core capabilities for SAP Field Service Management are as follows:
● Customer Self Service
The Customer Self-Service application is a self-service portal that allows your customers
to scan equipment labels to more easily initiate service calls.

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 Lesson: Using Service Orders

● Planning & Dispatching

The Planning & Dispatching application comprises the following features:
- Create service calls and activities.
- Assign service calls the right response using the Best Matching Technician feature.
- Manually drag and drop service calls and activities to the planning board.
- Attach smartform templates to a service call or activity.
- View service call and activity information, such as current execution stage.
● Mobile Field Service
The Field Service Mobile app is used by technicians to do everything, for example,
completing service calls and sales orders, executing checklists, viewing current inventory,
providing quotations for sales and service, effort and expense management, and time and
schedule management.
● Smartforms
The Smartforms and Feedback app is a dynamic smartform designer and management
tool used to create documentation and guidelines for service execution. It provides a
robust, flexible design interface in which designers can assemble smartforms to suit any
scenario. It also provides an intuitive library management interface with which to manage
templates.
● Analytics
The SAP Field Service Management Analytics & Reporting dashboard allows you to visually
track key performance indicators, so that managers can see at a glance how departments,
teams, and employees are performing. Dashboard reports are the quickest and most
effective means of representing data in an understandable and actionable manner.

SAP Field Service Management also offers the following advanced capabilities: crowd service,
Experience Management solutions from SAP and Qualtrics, SAP Litmos Training, Internet of
Things, and Integration to Back end.

Note:
You can find further information on the SAP Help Portal:
https://help.sap.com/viewer/product/SAP_FIELD_SERVICE_MANAGEMENT

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Unit 6: On-Site Service

Figure 58: Release Service Order

Once all relevant planning details have been assigned to the Service Order, you release the
Service Order. The service technicians can start with their work.

Figure 59: Selecting Service Orders

As a service planner, you can use this app to access a worklist of all the service orders that
match the pre-defined selection criteria. The order list contains the information on Service
Orders in the form of a table and allows you to process orders and assigned objects, for
example, Sold-To-Party directly. You can configure the list layout, sort table columns, and
define variants for the result list.
Output Management
SAP S/4HANA output management enables you to use output functions such as printing,
sending e-mail, or editing form templates for Service Orders, Service Quotations, and Service
Contracts. Output Management is available for:
● Service Quotations
● Service Orders
● Service Contracts

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 Lesson: Using Service Orders

LESSON SUMMARY
You should now be able to:
● Describe, create, and process Service Orders

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Unit 6: On-Site Service

78 © Copyright. All rights reserved.

 Unit 6
Lesson 4
Using Service Confirmations

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe, create, and process Service Confirmations

Service Confirmation

Figure 60: Service Processing: Service Confirmation

Once the Service Technician has finished their work, they can enter their time confirmation
and enter their material consumption, for example, spare parts of a technical asset at
customer site that needed to be replaced.

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Unit 6: On-Site Service

Figure 61: Service Confirmation: Structure

A service confirmation is a business transaction used to enter the actual work performed and
materials consumed within the context of a service process. You can use service
confirmations to enter working times (including travel time and overtime), distance traveled,
service products, and spare parts.
When creating the service confirmation as a follow-up document, the system automatically
proposes the planned items for selection. Items that you select are copied to the service
confirmation document. Prices, reference objects, and subjects, as well as conditions and
working times for assignments, are defaulted from the product master data of the items into
the order.
Prior to submitting a confirmation, you can add or correct data, or create new items for
services, service parts, expenses, or tools that were not originally planned in the order. You
can create multiple confirmations for an order, for example, if you are required to make
confirmations on a daily basis but require more than a day to complete an assignment. If
multiple service representatives are working on an assignment, they can also confirm
individually.
You can cancel a Service Confirmation, in case you have created faulty Service Confirmations.
You can set the flag for Final Confirmation to indicate that there are no further Items for
confirmation expected.
Sales items cannot be maintained within a service confirmation.

Note:
The status of the confirmation items need to be set to Completed. If not, they
cannot be released for billing.

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 Lesson: Using Service Confirmations

Figure 62: Service Confirmation: Service Product Items

Service (Product) Items can be used to confirm travel and working times. Additionally, you
can include installation information using the Reference Objects assignment block.
The following information can be assigned to Service Product Items to describe in detail the
consumed time and material:
● Actual duration
● Quantity
● Valuation Type
● Service Type
● Accounting Indicator
● Status

Figure 63: Service Confirmation: Service Part Item

Service part items can be used to confirm consumed parts (spare parts).

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You can enter serial numbers for service parts in service confirmations. The system validates
the serial numbers that you enter.
The Serial No. Processing within a product master field indicates whether serial numbers are
relevant for a certain product, and how a serial number created in a document should be
validated.
For service parts in service confirmations in the CRM WebClient UI, you can enter serial
numbers manually. In the general data for the service part item, the Serial Number field is
available for this purpose. If the quantity you entered for a service part is greater than one,
you can enter other serial numbers in the Reference Objects assignment block by using Edit
List.

Expense Item
You can enter actual costs for expenses such as hotel receipts and parking fees.

Fixed Price Item

You can enter actual values for services and products, which can differ from the planned
values of the Service Order Quotation or the Service Order. Nevertheless, the planned values
are relevant for Service Billing.

Figure 64: Complete Service Order

Once all Service Confirmations have been entered in the system, you can set the Service
Order status to Completed.

Note:
The status Completed is a prerequisite for releasing the items to be billed for
billing.

LESSON SUMMARY
You should now be able to:
● Describe, create, and process Service Confirmations

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 Unit 6
Lesson 5
Carrying Out Service Billing

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and carry out Service Billing

Service Billing

Figure 65: Service Processing: Service Billing

Once the Service Orders are completed, they can be released for billing. At first, you create
Billing Document Requests. Afterwards, you create Invoices to charge the customers.

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Unit 6: On-Site Service

Figure 66: Release for billing and bill service

You use the Release for Billing SAP Fiori app to check which items need to be billed and
release them for billing.
Afterwards you use the Create Billing Documents SAP Fiori app to create Invoices.

Note:
If you work with fixed price items, the originally planned values of the Service
Order Quotation or Service Order are used for Service Billing.

Figure 67: Save Invoice and post billing document

You check whether the Invoices contain the correct Items for billing and post the billing
documents. The system automatically creates Journal Entries for Accounting.

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 Lesson: Carrying Out Service Billing

LESSON SUMMARY
You should now be able to:
● Describe and carry out Service Billing

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Unit 6: On-Site Service

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 Unit 6
Lesson 6
Using External Services

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe, create, and process External Services

External Services

Figure 68: External Service Processing

Note:
The described Lean Services process is not part of SAP standard delivery.

External Service Processing in SAP S/4 HANA Service comprises the following steps:
● Step 1
Service Orders are either created directly or based on reported requirements, for example,
Service Requests or Service Order Quotations. At item level you define the required
external service and assign an Item Category for third party processing.
● Step 2
Once the Service Order is checked, it can be released and is ready for execution. The
system automatically generates a Purchase Requisition assigned to the Service Order.
● Step 3

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Unit 6: On-Site Service

In purchasing, Purchase Orders are generated from Purchase Requisitions. The Purchase
Order Items are assigned to the Service Order.
● Step 4
After the external service has been delivered, a Service Entry Sheet with the actual values
is created. The Service Entry Sheet needs to be accepted so that the actual values are
visible in the Service Order.
● Step 5
When the invoice is received, any invoice differences are automatically credited to, or
debited from, the Service Order.

LESSON SUMMARY
You should now be able to:
● Describe, create, and process External Services

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 Unit 6

Learning Assessment

1. Which of the following can you assign to a Service Request?

Choose the correct answers.

X A Reference Object

X B Service Order Template

X C Urgency

X D Time Confirmation

2. Which of the following can you assign to a Service Order Quotation?

Choose the correct answers.

X A User Status

X B Service Notification

X C Valid To date

X D Service Item

3. Which of the following can you assign to a Service Order?

Choose the correct answers.

X A Higher Level Item

X B Tools

X C Item Category Group

X D Item Status

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Unit 6: Learning Assessment

4. Which of the following can you document, when creating a Service confirmation?
Choose the correct answers.

X A Tools

X B Measurement documents

X C Working hours

X D Spare parts

5. What are prerequisites for billing Service Order Items?

Choose the correct answers.

X A Service Order status is set to Completed

X B Approval of Permit assigned to Service Order

X C Release Items for Billing

X D Release Invoice

6. Which of the following are relevant process steps for External Service processing?
Choose the correct answers.

X A Assign an indicator for External Service Processing

X B Assign an Item Category for External Service Processing

X C Book a Goods receipt for the delivered External Service

X D Book a Service Entry Sheet for the delivered External Service

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 Unit 6

Learning Assessment - Answers

1. Which of the following can you assign to a Service Request?

Choose the correct answers.

X A Reference Object

X B Service Order Template

X C Urgency

X D Time Confirmation

Yes, that is correct!

2. Which of the following can you assign to a Service Order Quotation?

Choose the correct answers.

X A User Status

X B Service Notification

X C Valid To date

X D Service Item

Yes, that is correct!

3. Which of the following can you assign to a Service Order?

Choose the correct answers.

X A Higher Level Item

X B Tools

X C Item Category Group

X D Item Status

Yes, that is correct!

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Unit 6: Learning Assessment - Answers

4. Which of the following can you document, when creating a Service confirmation?
Choose the correct answers.

X A Tools

X B Measurement documents

X C Working hours

X D Spare parts

Yes, that is correct!

5. What are prerequisites for billing Service Order Items?

Choose the correct answers.

X A Service Order status is set to Completed

X B Approval of Permit assigned to Service Order

X C Release Items for Billing

X D Release Invoice

Yes, that is correct!

6. Which of the following are relevant process steps for External Service processing?
Choose the correct answers.

X A Assign an indicator for External Service Processing

X B Assign an Item Category for External Service Processing

X C Book a Goods receipt for the delivered External Service

X D Book a Service Entry Sheet for the delivered External Service

Yes, that is correct!

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 UNIT 7 In-House Repair

Lesson 1
Carrying Out In-House Repairs 95

UNIT OBJECTIVES

● Describe and carry out In-House Repairs

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Unit 7: In-House Repair

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 Unit 7
Lesson 1
Carrying Out In-House Repairs

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and carry out In-House Repairs

In-House Repair

Figure 69: In-House Repair: Overview

An In-House repair is a record that contains one or more repair objects that have been sent in
by a customer for repair or maintenance. You use In-House Repairs to monitor repair objects
and to keep track of the repair activities. A repair object is a product or equipment that is
marked for repair or maintenance
In-House Repair processing comprises the following steps:
● Create New In-House Repair:
You use this feature to create In-House Repairs. You then add repair objects to the In-
House Repair.
● Perform Prechecks:
You use this feature to decide for each repair object whether it is marked for repair,
whether a repair quotation is created, or whether it is sent back to the customer.
● Process Repair Quotations:

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Unit 7: In-House Repair

You use this feature to plan the estimated labor and material consumption that are
required to perform the repair.
The Repair Quotation can be send to the customer for acceptance or rejection.
● Plan Repairs:
You use this feature to schedule the object for repair. In the repair order, you define the
service employee who is to perform the repair.
Once Repair Orders are checked, they can be released and are ready for execution.
● Perform Repairs:
You use this feature to perform the repair based on the repair order.
After the execution of the In-House Repair Order, time confirmations and material
consumption are entered in the system.
● Prepare for Billing / Bill a Repair Order:
You use this feature to trigger the billing process for the repair object and to complete the
repair object.
Only completed In-House Repair Orders can be released for billing. After the Billing
Document Requests, the Invoices are created to charge the customers.

Note:
Since SAP S/4HANA 2020 FP01 the Process Repair Quotations SAP Fiori app is
available. This process step is not available as the SAP system uses the initial
shipment stack.

Integration
In-House Repair uses functions from the following processes in SAP S/4HANA:
● Sales: The billing process for repair objects is performed in the Sales component.
● Finance: Actual costs and revenues are posted to the Finance component.
● Sourcing and Procurement (Materials Management): Service parts that are not in stock
can be procured using the functions in the Sourcing and Procurement component.

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 Lesson: Carrying Out In-House Repairs

In-House Repair: Processing

Figure 70: New In-House Repair

All In-House Repairs have the initial status Open have after they have been created in the
Manage In-House Repairs app. It indicates that you can add repair objects to the In-House
Repair.

Figure 71: Perform Prechecks

In status Decision Pending, you decide whether the repair object is marked for immediate
repair, whether a repair quotation needs to be created at first or whether the repair object is
sent back to the customer.
Once you have added the repair objects to the In-House Repair, you need to confirm the In-
House Repair. The status of the In-House Repair then changes to In Process.

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Unit 7: In-House Repair

Figure 72: Process Repair Quotations

You can call up a worklist of repair objects to process the related repair quotation on an
individual basis. You can access the repair quotation to enter the estimated labor and material
consumptions that are required to perform the repair.
The Repair Quotation can be send to the customer and decides whether the Repair Quotation
is accepted or rejected.

Figure 73: Plan Repairs

Repair orders are short-term agreements between a repair provider and a repair recipient in
which one-off repairs or maintenance tasks are ordered.
You use repair orders to define the service items, service parts, and expense items that are
required to perform and bill the repair.
If you decide to start the repair process immediately, repair orders are created automatically
for repair objects from the Perform Prechecks SAP Fiori app.
Overview of Repair Order Status
Setting the status of a repair order also changes the status of the repair object. The status of
the repair object shows the progress of the repair.

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 Lesson: Carrying Out In-House Repairs

The following table provides the relevant status of repair orders during this phase:
● New: This is the initial status that all repair orders have after they have been created
automatically.
● In Process: This status indicates that the repair object is ready to be scheduled in the
repair order.
● Released:This status indicates that the repair object has been scheduled for repair in the
repair order.

Figure 74: Perform Repairs

Repair confirmations are used to confirm service items (such as working hours), service
parts, and expense items that have been consumed during repair execution. You create repair
confirmations as follow-ups to repair orders.
When all repair confirmations assigned to a repair order have been set to Completed, you
need to set the repair order to Completed.
If at least one item is to be released for billing, the repair object status changes to Bill.

Figure 75: Prepare for Billing

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Unit 7: In-House Repair

Once the repair of the object has been finalized, you can trigger the billing process for the
repair object. In this step of the In-House Repair process, you use the Prepare for Billing app
to release the repair confirmation items in the repair object for billing.
When you choose Release for Billing, the system creates a billing document request for each
repair confirmation item selected in the repair object. The billing document request is then
displayed in the transaction history for the repair object.
Based on the billing document requests, you can then create billing documents.

LESSON SUMMARY
You should now be able to:
● Describe and carry out In-House Repairs

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 Unit 7

Learning Assessment

1. Which of the following steps are available in the In-House Repair process?
Choose the correct answers.

X A Book goods receipt of defective devices

X B Perform Prechecks for defective devices

X C Define a Usage Decision for an Inspection Lot

X D Prepare the Repair Order for Billing

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 Unit 7

Learning Assessment - Answers

1. Which of the following steps are available in the In-House Repair process?
Choose the correct answers.

X A Book goods receipt of defective devices

X B Perform Prechecks for defective devices

X C Define a Usage Decision for an Inspection Lot

X D Prepare the Repair Order for Billing

Yes, that is correct!

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 UNIT 8 Service Contracts

Lesson 1
Understanding the Concept of Service Contracts 105

UNIT OBJECTIVES

● Understand the concept of Service Contracts

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Unit 8: Service Contracts

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 Unit 8
Lesson 1
Understanding the Concept of Service
Contracts

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Understand the concept of Service Contracts

Service Contract

Figure 76: Service Contract: Overview

Features of a Service Contract

● Represent an outline agreement with customers that defines content and scope of
services, under specific conditions, for a particular period.
● Specify the service levels to which a customer is entitled.
● List the parts that are covered by contracted services (for example, server, workstations,
and printers).
● Include a product list containing services and service parts in contract entitlement.
● Contain price agreements for services and parts.
● Limit contracted services or service parts in terms of value and/or quantity.

A service contract is a long-term agreement with business partners that specifies which
services are being offered for that period. The service contract item lists customer objects,
typically pieces of equipment, that are covered by the contract item.

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Unit 8: Service Contracts

Service level agreements list the level of service to which a customer is entitled and contain
functions for monitoring compliance with those terms. A contract may include contract-
specific price agreements that control not only what is covered by the contract, but also what
prices may be charged for any work covered by that contract.

Figure 77: Service Contract: Structure

Service Contract Details contain the following information, which refer to the whole contract
including all items:
● Sold-To Party
● Dates
● Status
● Responsibilities
● Price Agreements

Items contain the following information which are item-specific:

● Products
● Conditions
● Service Profile
● Response Profile
● Status
● Technical Object
● Price Agreements

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 Lesson: Understanding the Concept of Service Contracts

Figure 78: Service Order assigned to a Service Contract

According to the Customizing settings, when creating a service process with a transaction
type for which contract determination is activated, you are either requested to select a
contract or the system determines the contract and copies it to the transaction automatically.
For successful contract determination, the following criteria must be fulfilled:

● Partner: The sold-to party in the service contract and the service process must be
identical.
● Sales and Service Organization: Sales and Service Organization in the service contract and
the service process must be identical.
● Status: The status of the service contract item must be Released.
● Validity: The date in the Requested Start field in the service process must lie within the
validity period of the service contract item.
● Object List: In standard Customizing, contract determination runs in the following
sequence:
- Contracts are found that have reference objects entered for the business transaction
item in the object list of the service contract item, or that have an empty object list for
the service contract item,
- If no reference objects were entered for the business transaction item, contracts are
found that have the reference object for the business transaction header entered in the
object list of the service contract item, or that have an empty object list for the service
contract item.
- If the reference object was not entered in either the business transaction item or in the
business transaction header, service contract items with empty object lists are found.
● Product list: The product in the business transaction item must be entered in the product
list of the service contract item, or the product list of the service contract item can be
empty.
● Copy control: The copy control for item categories must be set in Customizing.

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Unit 8: Service Contracts

Services and service parts available with a selected contract are proposed by copying to a
service order. A release order list shows the history of service orders relating to value/
quantity of service contract items.

Figure 79: Ad-hoc Billing

When creating an item in the service contract with item category Ad-hoc Billing, in the item
details the billing plan view changes. You can maintain the dates on which billing should take
place, and you can monitor how much of the contract value has already been consumed.
Once no more bills need to be created, you can choose the ‘Billing Plan is Finalized’ option.
Situation Handling
Situation Handling helps your business to run smoothly by automatically informing the right
users about any situations that need their attention. This includes, for example, upcoming
deadlines, delays, expiring contracts, and so on.
Situation Handling enhances SAP S/4HANA Service functionalities by informing endusers
about relevant or critical situations, for example, displaying Service Contracts which will
expire during the next 2 months.
Manual Service Contract Renewal
The Manual Service Contract Renewal is available at:
● header level: You can use this change process to extend the validity period of all items
contained in a released service contract.
● item level: You can use this function to create a follow-up item in the system when a
service contract item ends.

Service Contract Cancellation

To determine when, why, and by whom a contract can be canceled, you can define a
cancellation procedure that contains information about the cancellation parties, cancellation
dates, and cancellation reasons.

LESSON SUMMARY
You should now be able to:
● Understand the concept of Service Contracts

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 Unit 8

Learning Assessment

1. Which of the following can you assign to a Service Contract Item?

Choose the correct answers.

X A Service Profile

X B Warranty

X C Service Employee Group

X D Response Profile

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 Unit 8

Learning Assessment - Answers

1. Which of the following can you assign to a Service Contract Item?

Choose the correct answers.

X A Service Profile

X B Warranty

X C Service Employee Group

X D Response Profile

Yes, that is correct!

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 UNIT 9 Recurring Service

Lesson 1
Creating Service Order Templates and Maintenance Plans 113

Lesson 2
Scheduling Maintenance Plans 119

UNIT OBJECTIVES

● Describe and create Service Order Templates and Maintenance Plans

● Schedule a Maintenance Plan

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Unit 9: Recurring Service

112 © Copyright. All rights reserved.

 Unit 9
Lesson 1
Creating Service Order Templates and
Maintenance Plans

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and create Service Order Templates and Maintenance Plans

Service Order Template

Figure 80: Recurring Services: Overview

Recurring Services can be categorized as follow:

● Time based: In time-based recurring services , service tasks are triggered after a specific
time period has elapsed (for example, every six months).
● Performance based: In performance-based recurring services, service tasks are triggered
when a specific target value (counter reading) is reached (for example, after every 10,000
km).
● Condition based: In condition-based preventive maintenance, maintenance tasks are
triggered when a condition is outside a specified value range (for example, thread depth
below 15 mm, or temperature higher than 85°C).
● Predictive Maintenance: In Predictive Maintenance, you can control machines with a
cloud-based SAP solution in real time and predict machine failures based on collected data
(IoT application - Internet of Things).

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Unit 9: Recurring Service

Recurring Services: Overview

Figure 81: Recurring Services: Overview

The process for recurring services includes the following steps for the planning and execution
of recurring inspections and service activities:
● Step 1: The Service Order Template defines services to be performed, including the
relevant spare parts.
● Step 2: The Maintenance Plan is created for the specified technical object(s) and
automatically generates Service Orders in accordance with specific guidelines. In addition
to Time-Based and Performance-Based Maintenance Plans, it is possible to create Multiple
Counter Plans. Using Multiple Counter Plans, it is possible to plan regular service tasks
based on counter readings as well as on time intervals, for example, every two years or
every 10000 operating hours.
● Step 3: Scheduling is responsible for the regular call-up of service orders and the
recalculation of planned dates.
● Step 4: The Service Order is automatically generated by scheduling the Maintenance Plan.
● Step 5: The completion marks the Service Orders and the corresponding planned date in
the Maintenance Plan as finished. The date of the completion is used in the Maintenance
Plan for calculating the next planned date.

Concept of Service Order Templates

Service Order Templates describe a series of individual service activities. You can use Service
Order Templates to standardize recurring activities. If you have a Service Order Template,
you can create Service Orders and Maintenance Plans with minimal effort by referencing the
items and processes that were created in the Service Order Template.
You can link Reference Objects (such as pieces of Equipment, Functional Locations, Serial
Numbers, and Products) to Service Order Templates.
Service Order Templates also specify the spare parts that are required for routine service
tasks, and the time needed to perform the work.

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 Lesson: Creating Service Order Templates and Maintenance Plans

For example, if you create a Service Order for routine work for which all the individual items
are already described in a Service Order Template, you only need to specify the Service Order
Template and the required dates in the Service Order. You do not need to enter the individual
items, because they are copied from the Service Order Template.

Figure 82: Service Order Template: Structure

Structure of Service Order Templates

The following assignments are made via the Service Order Details:
● General Data: Description, Employee Responsible, and Service Employee Group
● Processing Data: Search Term and Status
● Dates
● Note

The following assignments are possible for items:

● Products: services and spare parts
● Item Category: Service Items, Service Parts Items, and Sales Items
● Service Type, for example, Weekend
● Valuation Type, for example, Senior
● Status
● Reference Objects, for example, pieces of Equipment
● Additional parameters

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Unit 9: Recurring Service

Maintenance Plan

Figure 83: Single Cycle Plan - Overview

Single cycle plans are used to manage the service of machines and operational systems,
which are always inspected and/or maintained in the same way, at fixed intervals.
Some examples of a single cycle plans are as follows:
● Annual inspection of fire extinguishers
● Technical inspection every two years
● Inspection of boilers every six years as per pressure vessel regulations

Figure 84: Single Cycle Plan - Overview

The maintenance plan is composed of scheduling data and maintenance items, and is used
for automatically generating maintenance call objects. In SAP S/4HANA Service, the
maintenance call object service order is currently available.
The scheduling data contains the following information:

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 Lesson: Creating Service Order Templates and Maintenance Plans

● Cycle or service interval

● Scheduling parameters for fine-tuning scheduling
● List of planned dates and call dates

A Maintenance Item contains the following information:

● Reference Object
● Service Contract and Service Contract Item
● Service Order Template
● Service Order Type
● Object List

A Maintenance Plan can have one or more Maintenance Items. For example, in pump service,
one Maintenance Item refers to the pump transmission with the corresponding Service Order
Template. Another Maintenance Item refers to the pump motor with the corresponding
Service Order Template.

LESSON SUMMARY
You should now be able to:
● Describe and create Service Order Templates and Maintenance Plans

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Unit 9: Recurring Service

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 Unit 9
Lesson 2
Scheduling Maintenance Plans

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Schedule a Maintenance Plan

Maintenance Plan Scheduling

Figure 85: Scheduling of Maintenance Plans

Schedule Maintenance Plans

Start: This function is normally used to start a Maintenance Plan for an object that has just
been put into operation, or for which preventive service or maintenance work is required.
New start: This function is normally used for a repeated start, for example, if scheduling has
been carried out with wrong parameters.
Scheduling: This function is used to call up the next Service or Maintenance Order after the
last Service or Maintenance Order has been completed.
Manual call: If you want to schedule a maintenance task for a particular date, you can
schedule this date manually.

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Unit 9: Recurring Service

Figure 86: Cycle Start and Planned Date

When you create a single cycle plan, the cycle (the time period between the cycle start and
the first planned date) is assigned first. Orders are generated based on the planned date.
Because the call date (the date when the order was created) is usually before the planned
date, a certain preprocessing phase (for example, for material procurement) occurs.
The cycle start defines the date from which the calculation of the planned dates should begin.

Figure 87: Schedule Maintenance Plan - Scheduling options

With the Schedule Maintenance Plan – Service SAP Fiori app, you have various options to
control and influence Maintenance Plan Schedule:
● Release call
● Fix call
● Skip call
● Update scheduling
● Selection date

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 Lesson: Scheduling Maintenance Plans

● Call algorithm
● Display call object
● Complete

LESSON SUMMARY
You should now be able to:
● Schedule a Maintenance Plan

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Unit 9: Recurring Service

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 Unit 9

Learning Assessment

1. Which of the following do you have to assign when creating a Maintenance Plan Item for
SAP S/4HANA Service?
Choose the correct answers.

X A Service Contract Item

X B Scheduling Indicator

X C Service Order Template

X D Scheduling Period

2. When scheduling a Maintenance Plan, you want to have deviating plan and call dates.
Which parameter in the Maintenance Plan do you have to maintain?
Choose the correct answer.

X A Lead Float

X B Offset/Unit

X C Call Horizon

X D Scheduling Period

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 Unit 9

Learning Assessment - Answers

1. Which of the following do you have to assign when creating a Maintenance Plan Item for
SAP S/4HANA Service?
Choose the correct answers.

X A Service Contract Item

X B Scheduling Indicator

X C Service Order Template

X D Scheduling Period

Yes, that is correct!

2. When scheduling a Maintenance Plan, you want to have deviating plan and call dates.
Which parameter in the Maintenance Plan do you have to maintain?
Choose the correct answer.

X A Lead Float

X B Offset/Unit

X C Call Horizon

X D Scheduling Period

Yes, that is correct!

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 UNIT 10 Integration to Sales

Lesson 1
Using Integration to Sales 127

UNIT OBJECTIVES

● Describe and use the Integration to Sales

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Unit 10: Integration to Sales

126 © Copyright. All rights reserved.

 Unit 10
Lesson 1
Using Integration to Sales

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and use the Integration to Sales

Integration to Sales

Figure 88: Integration to Sales: Overview

Service Processing in SAP S/4 HANA Service consists of the following steps:
● Step 1: Create Task
A Marketing Employee can document the outcome of a Marketing Campaign.
Alternatively, a service employee can document the outcome of a telephone call made
after a customer visit. The task refers to an Account and includes a description,
responsibilities, and a reference object. The Service Employee then passes the task on to a
Marketing Employee.
● Step 2: Create Lead
The Marketing Employee evaluates the task and, depending on the outcome, can create a
Lead. If the Lead is qualified as a hot lead, a Sales Employee can accept the Lead. Lead
Management is optional, but you can use it to optimize presales activities.
● Step 3: Create Opportunity

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Unit 10: Integration to Sales

The Sales Employee creates an Opportunity and contacts the Customer. They enter
further data in the opportunity, such as estimated end date, expected sales volume,
status, products, and participating members of the sales team. The sales representative
qualifies the opportunity using the evaluation and makes a positive or a negative decision.
They use further elements of the sales methodology (buying center, project goals, and
competitor analysis) and develops a clear value proposition for the customer.
● Step 4: Create Sales Order Quotation
The sales employee presents the solution to the customer and creates a Sales Order
Quotation on the basis of the opportunity.
● Step 5: Create Sales Order
The sales employee secures agreement with the customer and creates a sales order once
the customer has accepted the quotation.

Figure 89: Create a Task

Activity Management administers all activities undertaken by the employees of your

company.
You can use Activity Management to support the sales life cycle. Activities such as interaction
logs and appointments keep a record of any interaction that has taken place between your
company and its customers. Tasks provide a way for your employees to manage their own
workload and to record reminders.
Any data saved in an activity is an important source of information that needs to be accessed
by all relevant employees. It answers day-to-day questions, such as:
● What appointments do I have next week?
● When can I arrange a visit to Ms. Smith?
● Who can cover for a sick colleague in external sales?

A sales representative can view the outcome of a telephone call made after an initial customer
visit.
A sales manager can quickly get an overview of all the activities that have taken place in the
department during a certain period of time.

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 Lesson: Using Integration to Sales

Figure 90: Create a Lead

The scenario in the following steps illustrate how Leads can be used:

1. A lead was created as the result of a campaign. A lead qualifier evaluates the lead as a hot
lead (qualification level: hot). The lead can be distributed/forwarded to the responsible
sales representative via workflow.

2. The sales representative receives the hot lead in their workflow inbox. The representative
checks the probabality of success according to the assigned information. The system can
be configured to automatically create an opportunity once the hot lead is accepted.

Figure 91: Create an Opportunity

The Opportunity Management scenario creates a framework for pursuing sales projects from
the start and as they progress. It provides the basis for a target-oriented analysis and
optimization of your sales processes.

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Unit 10: Integration to Sales

Note:
As a prerequisite for creating a Follow-Up Quotation, the status of an Opportunity
must be Won.

Figure 92: Create a Sales Order Quotation

You can copy items from an Opportunity to a Sales Order Quotation. As a result, the Sales
Department benefits from the preliminary information regarding customer demands based
on documents such as Tasks, Leads, or Opportunities created partially by other departments,
for example, Marketing.
In the Sales Order Quotation you must define the validity of the Sales Order Quotation.

Figure 93: Create a Sales Order

Once a customer accepts the details and terms of a Sales Order Quotation, you can create a
Follow-Up Sales Order based on the Sales Order Quotation.

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 Lesson: Using Integration to Sales

LESSON SUMMARY
You should now be able to:
● Describe and use the Integration to Sales

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Unit 10: Integration to Sales

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 Unit 10

Learning Assessment

1. Which of the following documents are available when using the Sales Professional
Business Role?
Choose the correct answers.

X A Lead

X B Service Request Template

X C Sales Order Quotation

X D Service Order Quotation

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 Unit 10

Learning Assessment - Answers

1. Which of the following documents are available when using the Sales Professional
Business Role?
Choose the correct answers.

X A Lead

X B Service Request Template

X C Sales Order Quotation

X D Service Order Quotation

Yes, that is correct!

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 UNIT 11 Analytics in SAP S/4HANA
Service

Lesson 1
Using Analytics in SAP S/4HANA Service 137

UNIT OBJECTIVES

● Describe and use Analytics in SAP S/4HANA Service

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Unit 11: Analytics in SAP S/4HANA Service

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 Unit 11
Lesson 1
Using Analytics in SAP S/4HANA Service

LESSON OBJECTIVES
After completing this lesson, you will be able to:
● Describe and use Analytics in SAP S/4HANA Service

Analytics in SAP S/4HANA Service

Figure 94: Analytics in SAP S/4HANA Service: Overview

Analytics in SAP S/4HANA Service consists of the following steps:

● Step 1: Create Master data
● Step 2: Create Movement data
● Step 3: The Service Manager analyzes key figures from a technical and a controlling
perspective.

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Unit 11: Analytics in SAP S/4HANA Service

Figure 95: Find Technical Objects

With this app, you can list the technical objects in your system. You can find the one you need
by filtering the list according to various properties or by using a free-text search. You can
display a single technical object to view its properties, its assigned notification and
operations, and its attachments.
The key features of this app can be summarized as follows:
● List technical objects.
● Filter technical objects by various parameters, such as type, location, manufacturer, and
status.
● Search for technical objects.
● Display a single technical object.
● Show details of the related notifications and orders.
● Display general information about the technical order, such as long text, category, and
manufacturer.
● Display installation information about the technical object, such as location, plant, and
plant section.
● Display the company code, business area, asset, cost center and WBS element of the
technical object.
● Display the system and user statuses of the technical object.
● Display the notifications, orders, and maintenance items of the technical object.
● Display, and navigate to, the measurement documents and measuring points of the
technical object.
● List the attachments of the technical object.

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 Lesson: Using Analytics in SAP S/4HANA Service

Figure 96: Selecting Service Requests

This app is a WebClient UI application. These classic transactions are available in the SAP
Fiori theme to support a seamless user experience across the SAP Fiori launchpad.
You can define selection variants based on various selection criteria. You can also define a
result list displaying the relevant columns according to your business needs.

Figure 97: Service Order Issues

Using the Service Order Issues app, you can monitor and display issues that may impede the
fulfillment of service orders and service confirmations. The cockpit highlights issues and
provides supporting information.
Using this app, you can display and monitor a variety of issues that can affect service orders
and confirmations in real-time.

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Unit 11: Analytics in SAP S/4HANA Service

Figure 98: Service Monitoring and Analytics

With this app, the Customer Service Manager can obtain a graphical overview of key service
process data and gain insights into the current service situation. You can display detail
information that helps you examine and analyze data across various dimensions.
Service Management Overview is a single screen for a Service Manager to focus on their role-
specific tasks. It enables the service manger to filter and react to information stemming from
a range of applications.
The following information is displayed instantly:
● Expiring Service Contracts
● Service Contracts
● Service Orders
● Incomplete Service Orders
● Overdue Service Orders
● Service Confirmations
● Average Repair Times
● Release Status for Billing

LESSON SUMMARY
You should now be able to:
● Describe and use Analytics in SAP S/4HANA Service

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 Unit 11

Learning Assessment

1. Which of the following information is available via the Service Management Overview SAP
Fiori app?
Choose the correct answers.

X A Hot Leads

X B Expiring Service Contracts

X C Critical Service Requests

X D Incomplete Service Orders

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 Unit 11

Learning Assessment - Answers

1. Which of the following information is available via the Service Management Overview SAP
Fiori app?
Choose the correct answers.

X A Hot Leads

X B Expiring Service Contracts

X C Critical Service Requests

X D Incomplete Service Orders

Yes, that is correct!

142 © Copyright. All rights reserved.