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Service Order Quotation (New) ( RELNCRM_40_SRV_QUOT_ORD )

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Service Order Quotation (New)

Use

As of Release 4.0, you have the option to create and process service order quotations.

This function is not available to you on the CRM Mobile Client or in the Interaction Center WebClient.

Service order quotations are a legally-binding offer to customers to provide services or to deliver spare parts at fixed conditions. A service order quotation can be useful for both the customer and the provider. On the one hand, the customer has the opportunity to find out about prices and delivery conditions, and can make his decision accordingly. On the other hand, the provider can take the expected services into account during planning, and has an overview of expected costs and sales revenue.

Within the validity period of a service order quotation, the customer has the option to place his order with reference to the quotation at the agreed conditions.

The service order quotation can precede a customer inquiry after an order quotation.

Inquiries for order quotations and quotations are service transactions, that is, transaction types with the leading business transaction catergory Service Transaction. They are only flagged as such by the system status Inquiry or Quotation.

An inquiry can become a quotation in two ways:

1. You create a service order quotation as follow-up document with reference to the inquiry. During this, the items are copied from the inquiry into the new document.

For this option there are two transaction documents: the inquiry and service order quotation.

1. You convert an inquiry into a service order quotation by changing the item status Inquiry to Quotation.

With this option there is only one transaction document as the inquiry is not kept as a separate transaction document.

A service order quotation can also become an order in two possible ways:

1. You create a service order as a follow-up document with reference to the service order quotation. During this items that have been accepted by the customer are copied to the items of the new document.

With this option there are two transaction documents: a service order quotation and service order.

Note: This option is not possible for in-house repairs. Here, only the option described below for making status changes is possible.

1. You convert a service order quotation into a service order by taking back the Quotation status in the quotation items, and changing the status of at least one item to Quotation accepted. Quotation items that have been accepted by the customer are then converted in the document to service order items.

With this option only one transaction document exists, as the service order quotation does not remain as a separate transaction document.

A quotation is regarded as completed once it is copied into a service order.

Effects on Existing Data

Effects on Data Transfer

Data from an inquiry or from a quotation is not transferred to the R/3 System as it is not relevant for billing or controlling, for example.

However, it is possible to transfer data to SAP BW. There you can define analyses, for example in order to evaluate which quotations are accepted or rejected, as well as the reasoning behind this.

Effects on System Administration

Effects on Customizing

• The inquiry and service order quotation are not individual business transaction categories, but have the business transaciton category of the business transaction item in which they should be transferred. They are only flagged as such by means of the Inquiry or Quotation status.

If, for example, you wish to convert a service order quotation into the transaction type service order, then the quotation has the business transaction category service transaction.

If you therefore wish to use inquiries or order quotations, you have to define the inquiry or order quotation as the transaction type in Customizing for transaction types, and you need to make the respective settings.

• In Customizing for item categories you maintain the default values for inquiries and quotations. Choose Customer Relationship Management -> Transactions -> Basic Settings -> Define Item Categories in the IMG. Choose the required item categories, and then the business transaction category Sales. In Customizing for the item, you maintain the fields for the settype Quotation data especially the fields Relevant for quotation and Subsequent processing.

• If you set the Initial inquiry or Initial quotation option in the Relevant for quotation flag, and if you create a transaction with this item category, the transaction items have the status Inquiry or Quotation.

• In the Subsequent processing field, you define how the quotation should be subsequently processed (creation of a follow-up document or conversion after status change).

Further Information

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