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SAP CRM Services

Hi experts

Can any one explain me Services Process?

How it works in services system

What are services contract how we will calculate the service

In service, request how we calculate the service

Please explain me complete process

Thanks in advance


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  • author's profile photo Former Member
    Former Member
    Posted on Sep 18, 2008 at 05:54 AM

    Hi ,

    CRM service : The organisation which are providing service for there sold products mostly implelents SAP CRM Service.

    i.e. LG is providing service for there sold products TV, A/C and many more.

    Now the scenario is like this each company is having there differnt methods to provide service for products.

    Service is always calculated with help warranty period for each product which is sold.And we have to MAP all the Service process for client in SAP CRM.

    suppose take this scenario as example :

    foe service center of LG :

    1) The employee at service center will get a call for providing service for one of the product which was sold by LG e.g. TV.

    2) Then at service center end the employee will raise the service order for this LG TV.

    3) Now order will contain the header and item data for that LG TV.

    4) Then this service order will be processed at various stages e.g after raising the open service order technician will get that ref order no and then technician will visit the customers home for analysing the LG TV then he will again come to service center and updatyes the service order i.e. Is that TV is within the warrenty or not depends on that type of service order will be decide is In Warrenty service order or out waarenty service order.

    4) Finaaly it will get settled at the upper most level where that the completed status.

    5) One more thing all craeted service orders are getting replicated to ECC as a sales order.

    Rest of the scenarios are almost same like CRM Sales.

    But in CRM Service you have to face different different Methods of providing service for customer and its tough to MAP in SAP because every Compny is having there on process of giving service to the customers .

    Hope this will hep you to understand the CRM Service.reward points expected !!!


    Amol Tambe.

    SAP CRM Technical Consultant.

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