Regarding- Warranty Orders in CRM

[former_member196521]

Hello All,

We have CRM as our front end system and ECC as the backend system, our normal sales orders having deliveries and billing will be mapped in the backend, however with regards to our warranty orders the same needs to be mapped in CRM, however when creating the warranty orders in CRM the system should prompt the user if the order created in ECC is inside the warranty period or outside the warranty period, hence wanted to know how this scenario needs to be mapped, I understand that Materials created in ECC needs to be replicated in CRM, customer's will be created in CRM and pushed to ECC, however not sure how the prompt of warranty inside inside or outside the warranty period can be mapped in CRM when creating the warranty order in CRM also please let me know if there any other business objects which need to be replicated to CRM and overall how to map this process.

Kind Regards

Atul

[Former Member · Accepted solution]

Hi Atul

I am assuming when you say warranty order , you mean service order under warranty .

1.  yes material can be downloaded from ECC

2. Customers can be created in ECC and downlaoded to CRM .

3. For Warranty , you need to create warranty products in CRM  where you can define the warranty period. and these warranty products can be assigned to equipments or Ibase.

4. while creating service order , you can make warranty get detrmined from the  equipmnet or Ibase

Regards

Naresh

[former_member196521 · Accepted solution]

Hi Naresh,

Yes you are correct, the scenario is that my client creates the sale order in ECC and the products which he sells to the customer will be under warranty. However if the customer comes across some defects or is not happy with the product then he would either return the product or complain about the product, this scenario needs to be mapped in CRM hence I am also assuming that the same is a service order under warranty which is created in CRM.

With regards to Point No 3 which you said that you can create warranty products in CRM, are these products different from the ones which are created in ECC, if yes then there would be 2 sets of materials which are getting created, my question is can the same material which is used in ECC can this be created in CRM where I can assign the warranty period to them and as you have mentioned then these can be assigned to ibase or equipments?

Also how does the prompt come in the system that the product sold to the customer is within warranty or outside warranty.

Kind Regards

Atul

[Former Member · Accepted solution]

Hi Atul

Yes Warranty product are different from Material products

In CRM there a separte product type which is called warranty products.

1. Go to transaction COMMPR01.

2. Product->Create->Warranty

Under the warranty tab warranty period u can define, warranty basis.

then you can assing the Warranty product to your material product which is there in your Sales order.

Regards

Naresh

[former_member196521 · Accepted solution]

Hi Naresh,

Thanks for the prompt reply appreciate the same, as per your thread when you meant assing the Warranty Product to your material product do you mean linking these two?,  if yes then how?, I mean if I enter the warranty product in my warranty service order does the same get linked to my ECC material there since I need to maintain a relationship between these 2 products to determine if the main item sold is under warranty or outside of warranty.

Kind Regards

Atul

[Former Member · Accepted solution]

1. Are you moving equipments also from ECC to CRM.

2. If yes Warranties can be assigned to Equipment.

Otherwise you can assign warranties to Material product.

You can assign warranty product to material  product by using relationships .

and once you assign the (product or installbase or Iobject)  where warranty is linked to the service order's Refrence object. Service order will pick the warranty from the refrence object.

[former_member196521 · Accepted solution]

Hi Naresh,

Thanks again appreciate your patience on the same, however would like to know in detail from you on the below queries

1)When you say equipment could you please elborate? and how are they assigned to Warranties

2) With regards to assignment of my ECC Materials to Warranties, say I have created my ECC material as A and my warranty material as B, as you said I can link both of these using relationships in the tcode commpr01 under relationships, in which tab  do I need to link A and B, Also can I link multiple ECC materials to one warranty material

3) Also could you please let me know how do I link the warranty material to the install base and how does the warranty material get linked to the service order reference object?

4) So when I am creating my crm service order, my understanding is that I need to input only my warranty material is it? and not the ECC material because we have maintained the relationship for the same under commpr01?

If you could elaborate with a simple ex. it would be great thanks in advance.

Kind Regards

Atul

[Former Member · Accepted solution]

Hi Atul

1. Equipment is a unique instance of a product. in ecc equipment transaction are Ie01, ie02 and ie03.

2. You can do this relationship on warranties tab in relationships.

3. In reference object assignment block you can assign installbase, Componet or product.

Warranty products can be assigned to any of the above three.

4. While creating service order you will enter service product at the item level. and you need to enter  Componet,Ibase or Material product at reference object level.

please follow the  best practice document C68,C69 for service order  from the link below

http://help.sap.com/bp_crm70/CRM_DE/HTML/Content_Library_CRM_en_DE.HTM

Regards

naresh

[former_member196521 · Accepted solution]

Hi Naresh,

Thank you very much for the useful links that you provided and sorry for the late reply, while going through one of the links, it says that service quotation needs to be created and accepted by the customer  and if the same is accepted then the service order gets created

1) Do I need to create service quotation always or can the service quote needs to be created only once.

2) Can the process start with Service orders as well

2) I was reading through one of your earlier posts where you had said that service items need to be created in SAP CRM and the same cannot be replicated in ECC, i am still a little confused on the linking part( ECC Sales material to the CRM service item while creating the service quote or service order, if you could give me a practical example it would be great, sorry about repeating this since I am new to CRM and I did read thru install base however could not understand the same, could you please help me on the same?

Thanks again for all your help and cooperation

Kind Regards

Atul