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Warranty Management (New) ( RELNCRM_40_SRV_WARRANTY )

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Warranty Management (New)

Use

As of SAP CRM 4.0, warranty management is available. This enables you to do the following:

• Create and maintain warranties

• Assign warranty products, individual objects, or installed base components

• Check warranties if services are required

• Analyze warranty data

Creating and Maintaining Warranties

• Warranties are created and maintained as products of type 'Warranty' in the product master data.

• You can use user-defined warranty templates to create a new warranty. The warranty template is already filled with default values (for example, for warranty category, warranty basis, or date profile).

• You can maintain customer, manufacturer, or vendor warranties.

• You can maintain warranties that are valid for a specific period, a specific counter interval, or for a combination of period and counter intervals.

• You can include particular services and spare parts to be covered in whole or in part by the warranty, or can exclude them from the scope of the warranty coverage.

• You can define specific subjects which are used as a basis for the justification or exclusion of claims made under warranty.

• You can define flexible date rules for calculating the start of a warranty period.

• You can use the accounting indicator to determine the procedure for pricing and in the case of a warranty, to determine procedures for billing and the transfer of costs to Controlling. This enables you to control costs incurred as a result of warranties.

• You can assign different warranty-relevant documents to a warranty, for example, Word or Excel files, graphics, Internet pages, audio and video files.

Assigning Warranties

• Warranties can be assigned to products.

This type of assignment, which at first contains no specific start for the warranty period, provides both warranty information for individual objects that are created with reference to the relevant product (for example, as individual objects of registered appliances of a particular screen model), and information for the processing of warranties in cases where products are not individually registered, (for example, IT accessories, such as cables or connectors).

• Warranties can be assigned to individual objects.

The assignment can be performed manually, or automatically with reference to a product with warranty assignment. After registering an individual object, Internet customers in E-Service for example, receive the information about the automatically assigned customer warranty on their screen.

During the assignment, the start of the warranty period is either defined manually, or based on date rules. Rules for date determination are flexible and can refer to the available information relating to the individual object (for example, warranty start from the date of purchase, delivery date, or start-up date).

• Warranties can be assigned to installed base components.

The start of the warranty period is defined during the assignment either manually or based on predefined date rules.

Checking Warranties if Services Are Required

An automatic check is run during the processing of service orders, complaints and confirmations to see whether valid warranty information is available for the reference object, which is the subject of the service processes, and whether claims for warranty services are justified.

The check is based on the subject that is recorded in the document, and the scope of the warranty coverage which is defined in the product master data. The process flow is controlled by profiles that are defined in Customizing for transactions.

Analyzing Warranties

You can perform different analyses with reference to warranties in SAP BW, such as:

• Analysis of the profitability of a warranty

• Analysis of the costs incurred by warranty services

• Determination of products with and without warranties

• Determination of warranties for which the warranty period is about to end (so as to react with appropriate special offers)

Effects on Existing Data

Product maintenance has been enhanced to include the product type Warranty.

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

• To enable the creation of warranties, you have to define the underlying categories in Customizing for products. Choose Customer Relationship Management -> Master Data -> Product -> Special Settings for Warranties -> Define Warranties in the Implementation Guide (IMG) and follow the instructions in the documentation.

• You can define warranty templates with default values in Customizing for products. To do this, choose Customer Relationship Management -> Master Data -> Product -> Special Settings for Warranties -> Define Default Values for Warranties in the Implementation Guide.

• You can define profiles for the warranty check in Customizing for transactions. To do this, choose the activity Customer Relationship Management -> Transactions -> Settings for Service Processes -> Define Profile for Warranty Check in the Implementation Guide.

• You can assign the profiles for the warranty check in Customizing for transaction types. To do this, choose the activity Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types in the Implementation Guide. Goto Customizing for the header level of transaction types to which the business transaction category Service Process is assigned and maintain the Wrrnty Check Profile field.

Further Information

For more information about the use of counters in CRM, see the release information for Counter Integration.

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