Hi,
I am struggling with the CRM Complaint Proces because the details of this process are not clearly documented by SAP. I hope someone in here can shed some light on a few things.
We have an environment where CRM 2007 is integrated with ECC 6.0, ERP billing and without Sparepart Management. Both Sales and Service processes are in scope and we would like to implement the complaint process to support all customer complaints (sales and service). To achieve this I need to know the following :
1. Can I configure a complaint in such a way that it can be created as a follow-up from both sales and service processes? My experience is that the org. check on item level when copying the reference item into the complaint will fail for a sales process as the header organizational data in the complaint doesn't match the sales process item (no service organization in a sales process transaction)
2. When creating a CRM Complaint with multiple sub-items (eg. a Return Request and a Credit Memo Req item) what is then supposed to happen? (SAP documentation unclear) :
a) One sales document is created in ERP with the same doc type and number as the CRM Complaint containing the 2 items - the main item from the CRM Complaint is NOT copied (this is what I currently experience)
b) Two sales documents are created each with one item -. the main item is NOT copied
c) .....???
3. Is there a standard action profile for the complaint that supports the scrapping of a returned item or do I need to have both a complaint and a return process?
4. Is it correct that one has to create new customizing entries in ERP within the SAP name range to make the standard CRMC complaint process work (item usage and item cat detemination)?
Looking forward to get your input on this issue.
Thanks in advance
Christian
Edited by: Christian Elgaard on Mar 13, 2009 8:25 AM