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Service Contract (Enhanced) ( RELNCRM_40_SRV_SRVCTR )

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Short text

Service Contract (Enhanced)

Use

Product List (New)

As of SAP CRM 4.0, you can define services and spare parts in the service contract, which can then be claimed within the context of service order processing with reference to a service contract.

You can group services and spare parts for a service package in the service contract. Example: The service package Standard Winter Car Check could consist of the following: Tyre change, light inspection, battery inspection, replacement of window wipers, one set of window wipers.

A service package can be agreed as a contractual service for each service contract item. You enter the services and spare parts that the service package contains in one of the product lists belonging to the contract item. Contractual services, services and spare parts must be created in the system as products so that they can be used in the service contract.

If a customer wants to claim one of the products from the service package agreed in the contract, the service employee creates a service order. Providing that contract determination is ativated accordingly in Customizing, the system determines valid service contract items and proposes them for assignment.

After the relevant service contract items are assigned, the services and spare parts are proposed automatically from the related product list for copying to the service order. The service employee selects one or more products that apply to the service order. The products selected are then copied to the service order as items.

Contract Determination (Enhanced)

• Up to now it was not possible to perform contract determination in the service order without entering a service order item. As of SAP CRM 4.0, contract determination can be set up in Customizing to enable the selection of existing valid service contract items even before a service order item is entered, that is after a reference object for the service order is entered.

After the system has determined valid service contract items and you have selected a contract item from the list, the products from the product list belonging to the contract item are displayed as default values for copying to the service order. Those products that you select and copy from the display are copied as items in the service order. If the product list does not contain any entries, the product agreed in the contract item is proposed for copying to the service order.

The additional tab page Item Selection is available for displaying the default values. If the display is too extensive, there is also the option for entering and copying products manually onto another additional tab page Product Entry. Before copying them to the service order, the system checks whether the products entered in product list are available and are valid for the service order.

The additional tab pages are not redisplayed when the service order is called up again.

• As of SAP CRM 4.0, the following applies to the previous form of contract determination performed after a service order item is entered:

The system only selects, and offers those service contract items for selection whose product lists contain the product entered in the service order item.

Service contract items that do not have product lists, as is the case with older contracts for example, are also selected.

Release List (New)

As of SAP CRM 4.0, the service contract item has been enhanced to include the release list, in which the following information is entered:

1. Service orders created with reference to the contract
2. Service order items and the related service products that can be claimed
3. Quantity and value of a released service product

The release list cannot be maintained manually. It is filled automatically by the system if the service contract item is assigned when a service order is created.

The release list can be used in the service contract as a where-used list for service products, or can be used with service contracts (value/quantity) to provide consumption-based information.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

You can set up contract determination and contract assignment in Customizing for transaction types. To do this, choose the activity Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types in the Implementation Guide (IMG). In the detailed view for transaction type definitions to which the leading business transaction category Service Process is allocated, set the Contract Determ. field accordingly.

Further Information

For more information about the service contract (value/quantity), see the release information Service Contract Value/Quantity (New).

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