CS functionality

[Former Member]

Hi All,

How can i make use of the concept functional location and installed base in customer service scenario. The process i need to do for manufacturing business where there are selling to OEM and OEM selling to customer after the installation. So my doubt is when i am getting complaint from End customer i we have no data available what we have is the sold paty (OEM )details. So can i treat the Functional location as the OEM premises and the products i am selling is basically as Equipment and after the sales the equipment need to be installed Functional location through installed base. This is what i understood from the CS technicality. Please correct me if i am wrong.

Thanks in Advance

Sen JOB

[Former Member · Accepted solution]

Hi,

As per your information, since you can not maintain customer data, Its better to maintain

1, as you mentioned Functional location and ref. to that the Installed base

2, Most important = If possible please do maintain Serial No. Profile for the Equipment and then do Installed Base creation w.r.t "Functional Location" this will have better control i.e. may be for warranty tracking etc. In CS module.

Reagrds

DSR

[Former Member · Accepted solution]

Hello Srinivasa Rao,

In my business process we have the data base of OEM and complaint may also receive from their customer like the end customer too. Explain the following

1.Functional Location = OEM location

2. Equipment = the sold item

How to do this after the material is sold.

Edited by: Sen Job on Nov 26, 2011 5:14 AM

[Former Member · Accepted solution]

Please let us know how the sales process is happening.

1. To whom the company make the delivery & Invoice? (I guess, it will be to OEM)

2. As mentioned earlier, maintain serial number profile in material master which will enable the creation of equipments while making delivery.

3. Single OEM may deliver to different customers. If you delivering items specific to end customer, better to create customers as Functional location & OEMs as Installed base.

4. Assign the equipments to functional locations & assign those functional locations to Installed base. (This is optional)

[Former Member · Accepted solution]

Please note that while delivering the material, itself the equipment gets creted along with installed base, due to Proper assignment of "serial No. profile"

If unavoidable then update your data ref. to equipment master for Functional Location (OEM Location) in Change mode of Ibase creation in "IB61",

Regards

DSR

[Former Member · Accepted solution]

Dear Maheswaran.K ,

I believe i should brief the business for accurate result. We are manufacturing industry and we are selling only to different OEM (B to B) . OEM will be installed this in their products(Automobiles) and then reaching to the market through dealers or franchises network . As in terms we will be giving after sales services to the OEM and also to the End customer through OEM. If compliant registered by OEM or end customer will be charged based on the warranty condition.

So could you tell me how can i use the technical object for better control. what i planned is material as equipment (sold item). The functional location as OEM so that we will know all the item sold to particular OEM. Does it required installed base? because we do not have details about the End customers to whom OEM sold the machine. But we have to give service only once they registering complaint and need to carry out the process of advance shipment and return and repair process for both.

Thanks in Advance

With Regards

Sen JOB

Edited by: Sen Job on Nov 26, 2011 7:06 AM

[Former Member · Accepted solution]

Case 1:

You are selling the products to OEM subsequently you will bill the OEM. After sales, you may get complaints from OEM.

Solution:

Create OEMs as Functional location & assign the equipments (as you dont know about the end customer). In case of any complaint from OEM, based on warranty or contract, you give the service.

Case 2:

You may get complaints from end customer.

Solution:

Create end customer as customer master data & equipment details in SAP. Once OEM has sold the product to end customer, in case of vendor (product manufacturer) warranty, they will inform you. At that time create those equipments. Else create the equipments at the time of receiving complaints from end customer.

In case of contract, contract will happen between you & OEM or you & end customer. Based on that, you can proceed the process.

You can avoid creating Installed base. Installed base can be created for better tracking (if you know the end customer while selling to OEM itself. But in your case, its not possible. So you can avoid)

[Former Member · Accepted solution]

Dear Maheswaran,

Appreciating for the detailed replay. I tried by doing this like OEM as Functional location and sold material as equipment so system will be able to create master while delivering. Here my problem begins i want to fill all relevant data in the equipment master and i tried to give the corresponding Functional location (SOLD party) while i am doing it system is not allowing me to do. throwing some error message like installation is not allowed. how should i do it in case i have plenty of sales happening in a day to different OEM.

With Regards

Edited by: Sen Job on Nov 28, 2011 7:58 AM

[Former Member]

Please let us know the steps you followed.

Else you confirm these steps.

1. Create Functional Location for the customer

2. By assigning serial number profile, equipment will be created automatically

3. Assign these equipments to above created functional location

[Former Member]

Hi Maheswaran.K,

1. Created functional location for all the customers

2.Through serial number profile the equipment created automatically in delivery

3. Then i need to do the installing of equipment in to functional location where i am facing problem like equipment master the field functional location under structure is grayed out and not allowing me to assign any thing.

My doubt is

1. Do we need to individually do in each equipment master after the sales like Installation and sales information sold party apart from LSMW or BDC recording some mask kind of change.what is the normal way to do.

2.i believe the system status line got some control over it. so how can i change the control over it.

With Regards

Sen Job

[Former Member]

Under Structure tab, near Functional location field, you can find the push button Change Instloc. Click that. In pop-up screen, mentioned your functional location.

Prior to that, confirm your maintenance plant for both functional location & equipment are same.

You can assign equipments to functional location either manual or through BDC.

You can use BAPI_EQMT_INSTALLFL Install equipment at functional location for that.

[Former Member]

Hi,

Thank you so much and i will open new thread and hope i can get your support over there .