SAP Business ByDesign Service#

SAP Business ByDesign
SAP BUSINESS BYDESIGN

SERVICE
Table Of Contents
TABLE OF CONTENTS
1 Service .......................................................................... 5
2 Business Background .................................................... 6
2.1 Export Business Data Using Microsoft Excel ........................................................ 6
2.2 Services ............................................................................................................... 7
3 Service Entitlements ..................................................... 29

3.1 Business Background ........................................................................................... 29
3.1.1 Service Request Processing .................................................................................. 29
3.2 Contracts View .................................................................................................... 30
3.2.1 Customer Contracts Quick Guide ........................................................................ 30
3.2.2 Tasks .................................................................................................................... 36
3.2.2.1 Determine Contracts in a Service Request ........................................................... 36
3.3 Registered Products View .................................................................................... 37
3.3.1 Registered Products Quick Guide ........................................................................ 37
3.4 Warranties View ................................................................................................... 40
3.4.1 Warranties Quick Guide ....................................................................................... 40
3.5 Service Levels View .............................................................................................. 42
3.5.1 Service Levels Quick Guide .................................................................................. 42
3.6 Service Categories View ....................................................................................... 45
3.6.1 Service Categories Quick Guide ........................................................................... 45
3.7 Reports View ....................................................................................................... 48
3.7.1 Customer Contract Statistics ............................................................................... 48
3.7.2 Customer Contract Volume ................................................................................ 49
3.7.3 Service Categories Analysis .................................................................................. 50
4 Service Desk ................................................................. 52

4.1.1 Service Order Processing ...................................................................................... 52
4.1.2 Service Request Processing .................................................................................. 53
4.2 Service Requests View .......................................................................................... 54
4.2.1 Service Requests Quick Guide .............................................................................. 54
4.2.2 Business Background ........................................................................................... 60
4.2.2.1 Quick Guide for Microsoft Outlook Integration ................................................. 60
PUBLIC • © 2011 SAP AG. All rights reserved. • 2

Table Of Contents
4.2.3 Tasks .................................................................................................................... 67

4.2.3.1 Determine Contracts in a Service Request ........................................................... 67
4.3 Knowledge Base View .......................................................................................... 69
4.3.1 Knowledge Base Quick Guide .............................................................................. 69
4.4 Reports View ....................................................................................................... 73
4.4.1 Daily Average Service Request Backlog ............................................................... 73
4.4.2 Due Date Compliance (Service Requests) ............................................................ 74
4.4.3 First Call Resolution Rate (Service Requests) ...................................................... 75
4.4.4 Knowledge Base — Where Used ........................................................................... 76
4.4.5 Service Request Backlog ...................................................................................... 77
4.4.6 Service Request Completion Rate ........................................................................ 77
4.4.7 Service Request Daily Average ............................................................................. 78
4.4.8 Service Request Lead Time Average ..................................................................... 79
5 Service Orders .............................................................. 80

5.1 Service Order Processing View ............................................................................. 80
5.1.1 Quick Guide for Service Order Processing ........................................................... 80
5.1.2.1 Pricing in Customer Relationship Management ................................................... 89
5.1.2.2 Profit Margin ........................................................................................................ 92
5.1.2.3 Service Order Processing ...................................................................................... 93
5.1.2.4 Tax Determination .............................................................................................. 95
5.1.2.5 Tax Determination Details ................................................................................... 99
5.1.2.5.1 Master Data for Tax Determination ..................................................................... 99
5.1.2.5.2 Elements of Tax Determination ........................................................................... 101
5.1.2.5.3 Tax Exemption Certificate Processing .................................................................. 104
5.1.2.5.4 Tax Determination with Reverse Charge Mechanism .......................................... 106
5.1.2.5.5 Third-Party Order Processing Taxation ............................................................... 108
5.1.2.6 Tax Determination — US ..................................................................................... 109
5.1.2.7 Working with Pricing in Sales and Service Documents ......................................... 110
5.1.3 Tasks .................................................................................................................... 111
5.1.3.1 Create a Tax Exemption Certificate (Service Order Processing view) .................... 111
5.2 Reports View ....................................................................................................... 112
5.2.1 Daily Average Service Order Backlog ................................................................... 112
5.2.2 Service Order Backlog .......................................................................................... 113
5.2.3 Service Order Completion Rate ........................................................................... 114
5.2.4 Service Order Daily Average ................................................................................ 115
6 Field Service and Repair ................................................ 116


Table Of Contents
6.1.1 Service Confirmation Processing ......................................................................... 116

6.1.2 Service Order Processing ...................................................................................... 117
6.2 Order Pipeline View ............................................................................................. 118
6.2.1 Order Pipeline Quick Guide ................................................................................. 118
6.2.2 Tasks .................................................................................................................... 121
6.2.2.1 Create a Service Confirmation ............................................................................. 121
6.3 Service Confirmations View ................................................................................. 122
6.3.1 Service Confirmations Quick Guide ..................................................................... 122
6.3.2.1 Working with Pricing in Sales and Service Documents ......................................... 126
6.3.2.2 Pricing in Customer Relationship Management ................................................... 127
6.4 Reports View ....................................................................................................... 131
6.4.1 Service Order Daily Average ................................................................................ 131
6.4.2 Service Order Completion Rate ........................................................................... 132

Service
1 SERVICE
Overview
The SAP Business ByDesign solution gives your organization the support it needs to offer service that differentiates
it from the competition and increases customer satisfaction. With a comprehensive view of customers at their
fingertips, your employees can deliver excellent service and make sure that all commitments to your customers are
met. This paves the way for strong customer relationships – the kind that lead to follow-on sales and encourage
your customers to promote your company to others.
Relevance
The Service business area is relevant if you need support for:
• Entitlement management
• Product and Service Portfolio for Field Service and Repair
• Customer Care
• Field Service and Repair
Benefits
• You stay customer-centric and support your customers better.
With the SAP Business ByDesign solution, your marketing, sales, and service professionals act as a single unified
team in meeting customer needs because they all get the same complete view of customer information. Your
customers enjoy consistent interactions with your organization regardless of how they contact your company.
Your employees can use product information maintained in SAP Business ByDesign to answer customer queries,
respond to customers’ service needs and provide superior customer service. Your organization can continually
refine this information, as well as disseminate it to service agents and customers.
• You deliver your customer service more efficiently.
SAP Business ByDesign tracks the status of service delivery so you can ensure that customer commitments are
adhered to and that tasks are completed on time. If a task – such as responding to a customer request for repair
– is falling behind schedule, an automated escalation mechanism alerts the responsible employee. Escalations
can also be triggered manually. In addition, fully integrated support for telephony helps you ensure consistent
service delivery across all communication channels. SAP Business ByDesign supports service processes common
to most companies in most industries, and you can choose the combination of processes that best fit your
customers' service needs.

Business Background
2 BUSINESS BACKGROUND
2.1 EXPORT BUSINESS DATA USING MICROSOFT EXCEL

Overview
You can export different types of data from the SAP Business ByDesign system to Microsoft Excel. Then you can
use Microsoft Excel to organize and analyze that data.
You can export data from a report or from a worklist.
Prerequisites
Go to My Computer in the Self-Services Overview view in the Home work center to ensure that the following
prerequisites are fulfilled:
• You have installed the latest Add-In for Microsoft Excel.
Click Install Additional Software.
• The settings for your browser have been set correctly.
Click Check My Computer Settings.
For more information, see Install Additional Software.
Procedure
1. Before you can export data, you must be viewing that data. Depending on the data that you want to export,
choose one of these options:
• To export data from a report, open that report and choose whether you want to export the table or chart
by clicking either Switch to Chart or Switch to Table.
• To export data from a worklist, open that worklist and click Go.
2. To export data from a chart, table, or worklist, click Export, then choose To Microsoft Excel.
The complete list of data that you see on the screen will be exported to Microsoft Excel.
3. Select the language or template in the dialog that appears.
• If there is only one template in the system for this export scenario, the Export to Microsoft Excel dialog
appears. In this dialog, you can select the language.
• If there is more than one template in the system for this export scenario, the Template List dialog appears.
In this dialog, you can select the Microsoft Excel template you want to use for the export. The template will
dictate how your exported data will be formatted. The Microsoft Excel version and the language that are
relevant to each template are displayed.
4. Click Download.
5. A message shows that you can open or save the file which contains the data that you have just exported from
the SAP Business ByDesign system. Click Open or Save depending on what you want to do with the exported
data.
Depending on whether you click Open or Save, there are two possible results:
• If you click Open, a worksheet opens with the data in Microsoft Excel. The file has a temporary name, but
it is not saved. You can use all the functions of Microsoft Excel to organize the data and to save that worksheet.
• If you click Save, a Save As dialog box opens. You can specify an appropriate file name and a location to
save the exported Microsoft Excel file to. A message will inform you when the download has completed
successfully.

Business Background
You can later navigate to the location where you have saved the template and open it .
6. To adapt the template, choose Edit Template in the SAP Business ByDesign tool bar.
The template editor will open.
In the editor, you can make the following changes to the template:
• Change the name of a column
• Change the sequence of columns by choosing Move Up and Move Down
• Hide a column by deselecting it under Visible
Click Generate to save your changes to the template.
A key user has to upload the adapted template from the Office Template Maintenance view
to the SAP Business ByDesign system.
2.2 SERVICES
Request-to-Resolve
The Request-to-Resolve business scenario is mainly relevant for companies that provide services. It covers all aspects
of customer service activities from communications, managing service requests, through to maintaining and up-
dating the knowledge database. The main functions of this business scenario are:
• Communicate with the customer
When handling service requests, the service agent can communicate directly with customers through different
communication channels, such as telephone, e-mail, fax and the collaboration window.
• Handle service requests
Service desk agents receive and log service requests from customers. If necessary, the service agent can escalate
the problem by forwarding a service request to second-level support or to a service manager. Based on service
levels, the system can automatically calculate and monitor due dates. If a date is overdue, the service desk agent
is automatically informed via business tasks. The service desk agent can monitor and update the status of a
service request so that the latest progress information is available to the customer. Once the problem has been
solved, the service desk agent communicates the successful outcome to the customer and logs the event ap-
propriately. The Business ByDesign system can be connected with an external web page where the customer
can create and track a service request. The information entered on this web page is automatically forwarded to
the Business ByDesign system through the A2X Web Service Interface.
• Maintain and use a knowledge database
The knowledge base ensures an efficient service desk process by recording the solution for each service request
as a knowledge base (KB) article and cataloging the articles so that they can be easily retrieved in case another
customer has a similar problem.
The Request-to-Resolve business scenario can be used in different ways. This section outlines the possible variants.
• With First-Level Support
In this scenario, you process a customer problem with only one support level. A customer reports an issue with
a product. The service desk agent creates a service request and searches for a suitable solution to resolve the
customer issue, for example in the knowledge database. The agent finds a solution, reports this back to the
customer and marks the service request as complete. The service employee executes all steps of this business
process in the Service Desk work center.
• With Second-Level Support
In this scenario, you process a customer problem over multiple support levels. A customer reports a problem.
The first-level support agent creates a service request in the Service Desk Work Center. If the agent cannot
resolve the issue, he or she forwards the request to the second level which either resolves the customer request
remotely or triggers the Field Service and Repair process by creating a follow-up service order.
• With Knowledge Base

Business Background
The knowledge base scenario variant can be used to resolve service requests. The service employee can create
and release a new knowledge base article. Additionally, he or she can initiate an approval step. Here, a responsible
must approve a knowledge base article before it is released for general use. Upon receiving a request for service
from the customer, the service agent searches the knowledge base for a suitable solution to the customer issue.
If a solution is found, the service desk agent assigns the knowledge base article to the service request and it is
sent as an attachment when an answer is sent to the customer.
• With Service Level Monitoring
This business scenario is used to create service levels that specify a time by which the customer must be contacted,
or the service request must be completed. Service levels are also used to specify performance objectives for the
delivery of services to your customers and measure the performance and quality of delivered services. Reaction
times are maintained in the service level, for example milestones such as the initial response time, or operating
hours for providing customer service. With the help of determination rules, it is possible to find specific service
levels for specific service requests based on parameters such as the customer class or incident category. When a
service level has been determined for a service request, due dates are calculated and actively monitored once
the request has been saved. When a date is overdue, a business task is sent to the processor of the service request
to remind and focus all of the agents involved.
• With Process Handover to Field Service and Repair
This business scenario involves the transfer of documents to Field Service and Repair for further processing.
The system automatically determines a responsible processor based on responsibility rules, or a processor can
be assigned manually. There are additional functions for knowledge base articles. For more information, see the
section on Field Service and Repair.
Field Service and Repair

The Field Service and Repair business scenario is mainly relevant for manufacturing companies or service providers
who carry out after-sales services for one or more manufacturers. It covers all aspects of service and repair activities
including capturing the customer problem, creating the service order, planning repair activities, dispatching re-
sources, supplying spare parts, planning routes, recording times, and invoicing.
The Field Service and Repair business scenario can be used in different ways. This section outlines the potential
variants.
• With Service Request Management
The Field Service and Repair scenario can be used in combination with the Service Request Management scenario
by first creating a service request instead of a service order to capture the details of the issue. If the customer
issue cannot be solved remotely, one or more service orders can be created to follow-up. All relevant information
from the service request is copied over to the service order document
• With Spare Parts
In this variant, the employee can check the availability of the spare parts needed to carry out a service, make a
reservation for the parts, and supply them to the service technician or customer. There are two variants involving
spare parts:
• The service engineer picks up the spare parts at the warehouse
• The spare parts are pre-delivered directly to the customer
It is also possible to handle small parts, called "consumables", which are already in the possession of the
service engineer and for which goods issue has already been posted.
• With Expense Management
In service orders and service confirmations, it is possible to plan and track expenses incurred for a service, such
as parking fees and gas bills. These expense items can then be invoiced to the customer. In the current version
of Business ByDesign, there is no direct integration between the Field Service and Repair scenario and the Expense
and Reimbursement Management scenario. Expense-related costs must be posted to a service order via an
expense report.
• With Service Level Management
This business variant allows the service employee to create service levels that specify the time when the customer
must be contacted or the service order must be completed. These service levels are used to specify the perform-
ance objectives for the delivery of services to your customers. Based on these service levels, you can measure
the performance and the quality of the delivered service.

Business Background
Within a service level, the reaction times for the milestones such as Arrival-at-Customer Time as well as the
operating hours for providing customer service are maintained. With the help of determination rules it is possible
to find specific service levels for specific service orders based on parameters such as the ABC class of a customer
or an incident category. After a service level has been determined during the creation of a service order, the due
dates are calculated and actively monitored after the order has been saved. When overdue, a business task is sent
to the processor of the service order in order to help the processor to keep focused.
• With Warranties
The Field Service and Repair scenario can be used in combination with Warranty Management. A warranty can
be created in regard to duration, product category and coverage amount, and is then assigned to a product or
registered product. The warranty coverage, in discount percent, is defined in pricing. When a service order is
created, the system determines the warranty automatically based on the product entered, displays the warranty
until date, and applies the coverage when calculating the net value of a service or spare part item.
• Fixed Price Versus Time and Material
The Field Service and Repair scenario can be used in two ways. In the fixed price variant, the customer is being
charged a fixed price for the repair service. Alternatively, the service engineer reports the consumed time and
material for the repair service and the customer receives an invoice based on the service confirmation.
For detailed process descriptions of the related work centers, see the Essentials documentation on Account Man-
agement, Service Requests Processing, Service Order Processing, Service Confirmation Processing, and Invoice Pro-
cessing, available in the SAP Business ByDesign Library.
Order-to-Cash (Services)
Services have significant potential in contributing to a company's overall success and profit. For this reason, more
and more companies are either providing product-related services that are sold together with their products (a
training package, for example) or providing services as a separate line of business (for example, a builder offering
independent architectural services).
Order-to-Cash (Services) is a sales scenario dedicated to these companies that provide only services, or that sell
services in conjunction with physical products. It covers all aspects of order-to-cash processing, from the sales order
for service sales, through to the invoice and other financial documents. The main functions of this business scenario
are:
• Create an opportunity and/or sales quote with service items (optional)
• Create a sales order
In the Sales Order Work Center, the sales representative creates a sales order for a service requested by a customer
and assigns a service performer responsible for executing the order. When the order is released for execution, it
is added to the order pipeline of the service performer in the Field Service and Repair Work Center.
• Monitor the order pipeline, and confirm service execution
Within the Order Pipeline view in the Field Service and Repair Work Center, the service performer is able to
check all orders assigned to him or her for execution. Order details can be printed out in Adobe Form for paper-
based service confirmation during the day. After the service has been carried out, the service performer creates
a service confirmation to document the actual times and quantities. This information can be used in a time and
material based invoicing scenario.
• Invoice a sales order after service execution
In the Customer Invoicing Work Center, the sales accountant creates an invoice when the service has been
performed and confirmed (or at an agreed phase). After the invoice has been released to Financials, the related
sales ledger is updated with the revenue.
• Handle payment of the customer invoice
There are a variety of ways to handle payments:
• Payment by incoming check
The accountant receives a check from the customer corresponding to a customer invoice. He or she creates
a check payment which triggers clearing.
• Payment by bank transfer
Your company receives a customer bank transfer via bank statement. The payment is cleared automatically.
If necessary, a task is created to resolve any differences through manual clearing.

Business Background
• Payment by direct debit

The customer has given your company permission to collect payment directly from the customer bank
account. A payment proposal is created, out of which a payment file is created and sent to the bank for
further processing.
• Payment via credit card
The customer has given your company permission to collect payment directly from the customer credit
card account. A payment proposal is created, out of which a payment file is created and sent to the clearing
house for further processing.
The Order-to-Cash (Services) business scenario can be implemented in different ways. There are two potential
variants:
• Time and Material
A customer requests a service that is charged on an hourly basis, for example the installation of computer
equipment. A sales order is created in the system and a service engineer begins installation of the equipment
on-site. The sales executive creates an invoice at the appropriate time and issues it to the customer. Later, the
accountant receives the payment and executes the clearing of the open invoice for this service.
• Fixed Price
A customer requests a fixed price service, for example a specific training workshop for a new software product.
When a sales order is created, the system automatically suggests a trainer, who then provides training to the
customer. The sales executive adds the training expenses to the sales order, creates an invoice and issues it to
the customer. Later, the accountant receives the payment and executes the clearing of the open invoice for this
service.
For detailed process descriptions of the related work centers, see the Essentials documentation on Account Man-
agement, Quote Processing, Sales Order Processing, Service Confirmation Processing, and Invoice Processing, avail-
able in the SAP Business ByDesign Library.
Order-to-Cash (Services) with Third-Party Execution

This scenario is a variant of the Order-to-Cash (Services) scenario. In the main scenario, service execution is handled
by an internal workforce, whereas in this variant the service is executed by an external supplier. This scenario is
relevant for service providers who have partially or completely outsourced their field service organization, or who
occasionally outsource due to capacity shortages. In addition to functions in the main scenario, with this variant
you can:
• Create a purchasing contract (for a long-term relationship with a partner or supplier)
• Create a shopping cart and/or a purchase order (use case: capacity shortages) for procuring a third-party resource
(service agent) from an external supplier The purchase order is directly assigned/posted to the corresponding
sales order item. Such a purchase order is not required for the long-term relationship use case, as the supplier
invoice can be directly created in relation to the purchasing contract.
• Create a goods and service acknowledgement after the service agent has performed the service
• Create a supplier invoice related to the purchase order (use case: capacity shortage) or related to the purchasing
contract
The accounting assignment to the sales order item is copied from the predecessor document and can be over-
written in the invoice. Costs resulting from this supplier invoice are posted to the sales order within Financial
Accounting (third-party costs).
Field Service and Repair with Third-Party Execution

This scenario is a variant of the Field Service and Repair scenario. This variant is similar to the variant Order-to-
Cash (Services) with Third-Party Execution and offers the same functionality for service orders.
System Activities to Set Up Service Scenarios

This section explains how to implement the scenarios mentioned in previous sections. Before reading the following
chapters, you should be clear on the scenario you want to implement, including the relevant work centers and
related document types, for example service request or service order.

Business Background
Scoping
In scoping, you determine which processes are relevant to your business. For service processes, there are specific
scoping areas for the scenarios Order-to-Cash (Services), Field Service and Repair, and Request-to-Resolve.
Order-to-Cash (Services) Scenario

You can find the relevant settings for this scenario under Sales:
• Product and Service Portfolio for Sales
Choose the topic Sell Services.
• Selling Products and Services
The topic Sales Orders is also required, but is chosen automatically when the package Selling Products and
Services is in scope.
• Customer Invoicing
This package is automatically activated when the above topics are in scope.
If your business involves services that are executed by field service personnel, there is also one setting to be made in
Service:
• Field Service and Repair (optional)
If you are using a time and material based scenario, the topic Service Confirmation must be in scope. It is
automatically activated when you choose the package Field Service and Repair.
Field Service and Repair Scenario

You can find the relevant settings for this scenario under Service:
• Product and Service Portfolio for Field Service and Repair
This package must be in scope. When you choose this package, the topic Offered Services is automatically
activated. If your business requires it, you can also choose the topic Spare Parts Handling. In this case, keep in
mind that integrated Spare Parts Management requires additional settings in the area of Manufacturing, Ware-
housing and Logistics.
• Field Service and Repair
This package must be in scope. When you choose this package, the topic Service Order is automatically activated.
If you offer services on a time and material basis, you can also choose the topic Service Confirmation.
• Entitlement Management (optional)
If you want to register serialized products, or manage service levels or warranties for your customers, you must
choose this package first before activating the above topics.
• Customer Invoicing (found in Sales)
This package is automatically activated if the above packages are in scope.
Request-to-Resolve Scenario
You can find the relevant settings for this scenario under Service:
• Entitlement Management (optional)
If you want to register serialized products, or manage service levels, warranties, or customer contracts, you must
choose this package first before activating the above topics.
• Customer Care
This package must be in scope. When you choose this package, the topic Service Request Management is auto-
matically activated. You can also activate the topic Knowledge Base if you work with knowledge base articles.
Organizational Management
You set up your organization in the Organizational Management Work Center. Here, you can document your
company’s organizational structure, and authorize units for specific business operations. In Business ByDesign, you
do this by assigning a function to the organizational unit.

Business Background
Service
You assign the service function to each organizational unit involved with service business operations, such as your
help desk or field service team.
You must designate, with the function service organization, at least one organizational unit as the head of your
entire service organization. This information is used in reporting to aggregate key figures such as revenue, costs, or
order backlog at top level. The service functions should only be used for interactions with the customer – they are
not intended for internal support, for example internal IT support.
Organizational units are flagged as service organizations and service-related in sales orders, service requests, service
orders, and service confirmations.
Sales
If any part of your business sells services or generates revenue, you must maintain the sales function. This function
is required to post revenues and profits to the relevant organizational units, and for reporting at organizational unit
level.
You must designate, with the function sales organization, at least one organizational unit as the head of your entire
sales organization. A sales organization is an independent organizational unit that can decide on its own pricing
strategy, for example. Another indicator for a sales organization is if your cost accounting requires posting of profits
to the profit center. SAP recommends that you have as few sales organizations as possible, as you have to maintain
sales organizations on all account, product, and service records in order to use the records in sales or service orders.
Additional Functions
If your business involves spare parts with inventory management and procurement, set the relevant supply chain
and procurement functions. If your business requires financial integration, set the relevant finance and adminis-
tration functions. For more information, refer to the general documentation in the SAP Business ByDesign Library.
Access Rights for Employees (optional)

In the Application and User Management Work Center, you can restrict employee access to service requests, sales
orders, service orders, service confirmations, and invoices. You can for example limit a support employee to seeing
only those service orders assigned to his or her organizational unit. Note that master data is always visible to all
employees to ensure a 360 degree view on your business. Master data relevant to the service scenarios are accounts,
products, services, warranties, registered products, and service levels.
For more information, refer to the general documentation in the SAP Business ByDesign Library regarding access
rights.
Involved Parties
Involved parties are your customers, employees, and teams. These are determined automatically in service requests,
service orders, sales orders, service confirmations, and invoices, but can be changed manually in these documents
at any time.
Accounts
Customers are referred to as accounts in Business ByDesign. An account is required in all documents. If you sell
products or services to an account, you must assign those sales organizational units which you expect will be doing
business with the account. When you create a sales or service order, the sales organization is then determined
automatically. The sales organization is used to read sales data from the account master record, as well as from the
product master records for the items. Sales data includes process relevant information such as delivery and payment
terms, and is defaulted in the order document from the master data.
An account may be a party account, ship-to, bill-to, or payer in your Business ByDesign documents. If your account
has a different ship-to partner as default, you can maintain this via relationship assignments.

Business Background
To automatically determine and assign an employee responsible, in a service order for example, ensure that an
account address is maintained as this is key to the determination.
To automatically determine service levels, for example to track customers classified as A and ensure a short reaction
time to service inquiries, you must maintain an account group (ABC classification).
Employees
For employees to perform sales or service operations, they must be assigned to an organizational unit that has a
sales and/or service function. Employees appear as different parties in the various documents, for example in a sales
order the sales employee is the employee responsible; the help desk agent is the processor; and the service colleague
who performs the on-site service is the service performer.
Teams
In Organizational Management, you assign service organization or service-related functions to your organizational
units. These settings influence sales orders, service requests, service orders, and service confirmations. Service units
appear differently in documents according to the business context of the organizational unit. For example, if a team
works in first-level support creating service requests, the organizational unit is service and support team. If a team
is responsible for field service, the organizational unit is the service execution team in the service order.
Responsibilities for Teams and Employees (optional)

Teams and employees are automatically determined in documents according to your responsibility settings. For
example, a service execution team and service performer may be proposed in a service order based on regional criteria
such as ZIP codes. Proposed values can be changed manually. To apply responsibility rules on organizational and
employee level, you must first clearly define responsible teams and employees in your company.
There are two responsibilities available in the system:
• Responsibilities on organizational level
These are maintained in the Organizational Management Work Center.
• Responsibilities for employees
These are maintained in the Application and User Management Work Center under Utilities. Alternatively, you
can maintain the employee responsibility directly in the account.
The system checks the responsibility when service requests, sales orders, or service orders are created. For employee
responsibility, the system first checks if a responsible employee has been maintained for the account. If not, it checks
if a responsibility has been maintained in Utilities.
To determine the organization, the system first checks if a responsibility has been maintained in Organizational
Management. If not, the system proposes the organizational unit of the responsible employee.
For further information on responsibilities, refer to the general documentation in the SAP Business ByDesign Library.
Products, Services, Spare Parts, Expenses, and Entitlements

In Business ByDesign, you maintain products and services. For services, you do not have to enter as much information
because logistics, production planning, and product availability checks are not relevant. SAP recommends that you
set up spare parts as products, expenses as services, and entitlements as services.
If your company sells products or services, you must assign an item group. Item groups are technical SAP con-
structions that determine the subsequent processing once the product or service is sold. This setting influences then
the service and logistics execution process, as well as invoicing and cost accounting.
Item Group NORM – Finished Product

The item group NORM represents a standard product that is used to sell a finished good in the Order-to-Cash
(Products) scenario. This group should be assigned to a product that requires standard sales and logistic processing
after sale, supply planning (optional), picking, outbound delivery and invoicing.

Business Background
Item Group PICK – Spare Part Pick-Up by Service Performer

The item group PICK represents a spare part that is sold in an Order-to-Cash (Products) scenario or used within the
Field Service and Repair scenario. If used within Field Service and Repair in service orders, the spare part is normally
picked up by the service performer in the warehouse before travel to the customer location.
Item Group SHIP – Spare Part with Pre-Delivery

The item group SHIP represents a spare part that is sold in an Order-to-Cash (Products) scenario or used within the
Field Service and Repair scenario. If used within Field Service and Repair in service orders, the spare part is normally
shipped to the customer before the service is carried out on-site.
Item Group CONS – Spare Part with Costs Charged to Cost Center
The item group CONS should only be applied in the area of Field Service and Repair. This item group is intended
for small spare parts such as screws, referred to as consumables, that do not require exact cost accounting on each
order because the price per piece is very low.
Relevant costs are posted to the cost center at the moment the service performer withdraws the products from the
warehouse.
In parallel, the product can be used in service orders or added to service confirmations, and the quantity can be
documented. The material costs for consumables are not posted to the order directly as the costs have already been
posted to the cost center. If costs should be assigned to the orders, the accountant can distribute the costs to the
orders via overhead cost allocation during period end closing, for example.
Item Groups SECO and PBTM – Services Sold on Time and Material Basis
The item groups SECO and PBTM are used for selling services in an Order-to-Cash (Services) scenario or within
Field Service and Repair. The item group PBTM is used for project-based services.
These item groups can be used if you base your invoicing on actual time and material used in carrying out a service.
For SECO, the service amount confirmed by the service performer is invoiced, and not the planned amount in the
related sales or service order. For PBTM, the service time is confirmed against the project task in Time Management.
Item Groups SEFL and PBFP – Services Sold with Fixed Price, Without Time and Cost
Tracking
The item groups SEFL and PBFP are used for selling services in an Order-to-Cash (Services) scenario or within Field
Service and Repair. The item group PBFP is used for project-based services.
These item groups can be used if you base your invoicing on fixed prices. Here, the service amount documented in
the sales or service order is invoiced. Tracking operational time consumed by the service performer is not required.
Service execution is confirmed directly in the sales or service order.
Item Group SERV - Services Sold with Fixed Price, with Time and Cost Tracking
The item group SERV is used for selling services in an Order-to-Cash (Services) scenario or within Field Service and
Repair. This item group can be used if you base your invoicing on fixed prices. Here, the service amount from the
order is billed to the customer. However, in this case, exact time tracking is required to document actual costs. The
release of the service confirmation triggers invoicing, but the actual recorded times are not charged to the customer.
They are instead used to calculate the cost-of-service.
Item Groups XACT and PXAT– Expenses Invoiced on Time and Material Basis
The item groups XACT and PXAT are used in an Order-to-Cash (Services) scenario or within Field Service and
Repair. The item group PXAT is used for project-based services.

Business Background
These item groups can be used if you base your invoicing on actual expenses incurred for a service. In this case, the
expense amount confirmed by the service performer is invoiced, and not the planned amount in the related sales
or service order.
XACT/PXAT are different from SECO/PBTM in that no cost assignment is done during sales and service execution
for the expense item. The actual expense is entered in an expense report and posted to the order from there.
Item Groups XFIX and PXFX– Fixed Price Expenses

The item groups XFIX and PXFX are used for selling services in an Order-to-Cash (Services) scenario or within Field
Service and Repair. The item group PXFX is used only for project-based services.
These item groups can be used if you base your invoicing on fixed price. Tracking of actual expenses for invoicing
purposes via a service confirmation is not required. Instead, the expense amount to be invoiced is taken directly
from the order after the item has been completed.
XFIX/PXFX are different from SEFL/PBFP in that no cost assignment is done during sales and service execution for
the expense item. The actual expense is entered in an expense report and posted to the order from there.
Item Group ETFX– Fixed Price Entititlements

The item group ETFX are used for selling entitlement products in customer contracts in a Selling and Managing
Contracts scenario.
This item group can be used if you base your invoicing on fixed price. Tracking of actual expenses for invoicing
purposes via a service confirmation is not required. Instead, the expense amount to be invoiced is taken directly
from the contract after the item has been completed.
Item Group ETFC — Fixed Price Entitlements with Confirmation

The item group ETFC is used for selling entitlement products in customer contracts in a Selling and Managing
Contracts scenario.
This item group can be used if you base your invoicing on fixed prices. Here, the service amount from the contract
is billed to the customer. However, in this case, exact time tracking is required to document actual costs. The release
of the service confirmation triggers invoicing, but the actual recorded times are not charged to the customer. They
are instead used to calculate the cost-of-service.
Item Group ETTM – Entitlements Invoiced on Time and Material Basis

The item group ETTM is used for selling entitlement products in customer contracts in a Selling and Managing
Contracts scenario.
This item group can be used if you base your invoicing on actual expenses incurred for a service. In this case, the
expense amount confirmed by the service performer is invoiced, and not the planned amount in the related contract.
Changing Item Types in a Sales or Service Order

When creating a sales or service order, you have the flexibility to change the item types for service and expense items
directly in the order. This is useful if you normally sell services on a time and material basis, but occasionally on a
fixed price basis. In this case, it is sufficient to create one service master record and assign the most common item
group. You can then change the item type later on in the order if necessary, simply by replacing the service item
group with an expense item group.
The following overview summarizes the processes and cost accounting aspects relevant to each item group and
scenario.

Business Background
Logistics / Service Cost Accounting

Item Group Scenario Sales Process Execution Process Invoicing Process Process
NORM • Order-to-Cash • sales order • supply planning • invoicing of de- • financial post-
(Products) • availability (optional) livered quantity ings to invento-
check (option- • picking from good is- ry valuation af-
al) • goods issue to sues document ter goods issue
customer • product costs
assigned to or-
der after goods
issue
PICK • Order-to-Cash • sales order • supply planning • invoicing of • financial post-
(Service) • service order (optional) confirmed ings to invento-
• Field Service • availability • picking in ware- quantity from ry valuation af-
and Repair check (option- house (stock service confir- ter service con-
al) movement mation firmation (=
from ware- goods issue)
house storage • product costs
location to fleet assigned to or-
stock) der after goods
• picked up from issue
warehouse by
service per-
former
• goods issue after
service confir-
mation
SHIP • Order-to-Cash • sales order • supply planning • invoicing of • financial post-
(Service) • service order (optional) confirmed ings to invento-
• Field Service • availability • picking in ware- quantity from ry valuation af-
and Repair check (option- house (stock service confir- ter service con-
al) movement mation firmation (=
from ware- goods issue)
house storage • product costs
location to cus- assigned to or-
todian stock) der after goods
• pre-delivery to issue
customer
• goods issue after
service confir-
mation
CONS • Field Service • service order • no supply plan- • invoicing of • assignment of
and Repair • no availability ning confirmed product costs to
check • withdrawal of quantity from cost center after
product via un- service confir- product with-
planned goods mation drawal
issue to cost cen- • no product cost
ter – no linkage assignment trig-
to order gered by service
• confirmation of confirmation
used parts in • product cost as-
service confir- signment to or-
mation docu- ders via over-
ment without head allocation
from cost center

Business Background

triggering goods to orders possi-
issue ble during peri-
od end closing,
for example
SECO • Order-to-Cash • sales order • confirmation in • invoicing of • determination
(Service) • service order service confir- confirmed of cost of service
• Field Service • For PBTM: sales mation docu- quantity from rate
and Repair order ment service confir- • actual time nee-
• For PBTM: Or- • For PBTM: time mation ded for service
der-to-Cash confirmation For PBTM execution de-
(Project-Based on project tasks rived from serv-
Services) in Time Man- ice confirma-
agement tion document
(duration)
• cost of services
assigned to or-
der after confir-
mation
PBTM • Order-to-Cash • sales order • time confirma- • confirmed time • actual time nee-
(Project-Based tion on project is submitted for ded for service
Services) tasks in Time project invoic- execution de-
Management ing rived from time
confirmation in
Time Manage-
ment
assigned to
project after
time confirma-
tion
SEFL • Order-to-Cash • sales order • confirmation in • invoicing of • determination
(Service) • service order order confirmed of cost of service
• Field Service quantity from rate
and Repair order • actual time nee-
ded for service
execution de-
rived from serv-
ice confirma-
tion document
(duration)
assigned to or-
der after confir-
mation
PBFP • Order-to-Cash • sales order • time confirma- • invoicing done • determination
(Project-Based tion on project manually with- of cost of service
Services) tasks in Time in Project In- rate
Management voicing after the • actual time nee-
service has been ded for service
executed execution de-
rived from time
confirmation in

Business Background

Time Manage-
ment
assigned to
project after
time confirma-
tion
SERV • Order-to-Cash • sales order • confirmation in • invoicing trig- • determination
(Service) • service order service confir- gered via service of cost of service
• Field Service mation docu- confirmation rate
and Repair ment but invoiced • actual time nee-
quantity is de- ded for service
rived from or- execution de-
der rived from serv-
ice confirma-
tion document
(duration)
assigned to or-
der after confir-
mation
XACT • Order-to-Cash • sales order • confirmation in • invoicing of ex- • no cost assign-
(Service) • service order service confir- pense amount ment during
• Field Service mation docu- from service sales and service
and Repair ment confirmation execution proc-
ess
• assignment of
expenses to or-
der possible via
employee ex-
pense report or
via overhead al-
location from
cost center
PXAT • Order-to-Cash • sales order • confirmation in • invoicing of ex- • no cost assign-
(Project-Based service confir- pense amount ment during
Services) mation docu- from service sales and service
ment confirmation execution proc-
ess
• assignment of
expenses to or-
der possible via
employee ex-
pense report or
via overhead al-
location from
cost center
XFIX • Order-to-Cash • sales order • confirmation in • invoicing of ex- • no cost assign-
(Service) • service order order without pense amount ment during
• Field Service cost from order sales and service
and Repair execution proc-
ess

Business Background

• assignment of
expenses to or-
der possible via
employee ex-
pense report or
via overhead al-
location from
cost center
PXFX • Order-to-Cash • sales order • confirmation in • invoicing of ex- • no cost assign-
(Project-Based order without pense amount ment during
Services) cost from order sales and service
execution proc-
ess
• assignment of
expenses to or-
der possible via
employee ex-
pense report or
via overhead al-
location from
cost center
ETFX • Order-to-Cash • contract • no confirma- • invoicing of en- • no cost assign-
(Service) tion titlement ment during
amount from sales and service
contract execution proc-
ess
ETFC • Order-to-Cash • contract • confirmation in • invoicing of en- • cost assignment
(Service) service confir- titlement during sales and
mation docu- amount from service execu-
ment contract tion process
ETTM • Order-to-Cash • contract • confirmation in • invoicing of • cost assignment
(Service) service confir- confirmed during sales and
mation docu- quantity from service execu-
ment service confir- tion process
mation
In the Request-to-Resolve, and Procurement scenarios no item groups are required, as no differentiation in exe-
cution, invoicing or cost accounting is necessary.
Cost Accounting
For cost accounting, you must consider the different cost determination methods in Business ByDesign for products,
services, and expenses. Cost accounting can be applied in all scenarios, except Request-to-Resolve where cost ac-
counting is not relevant.
Even if you do not require cost accounting for services, you must make some settings in Cost Accounting
to execute service processes.

Business Background
Cost Accounting with Products

Product costs are clearly defined as they are derived from the valuation tab of the product (relevant for item groups
NORM, PICK, SHIP, and CONS). Cost accounting in regard to products is important when products are withdrawal
from inventory, triggering the decrease of inventory valuation. It is also relevant for executing goods issue, which
triggers cost assignment to the items of the order.
Cost Accounting with Expenses

Expense costs are clearly defined as they are derived from the expense report of the employee (relevant for item
groups XACT and XFIX). Releasing the expense report triggers cost assignment. The employee can assign the costs
either directly to an order or to a cost center. In case of cost center assignment, costs can be distributed to orders
via overhead allocation at a later point in time. Overhead allocation to sub ledgers is also possible.
Cost Accounting with Services

Service costs for item groups SECO, SEFL, and SERV are more complex as the cost rate determination depends on
your company's cost tracking scenario.
Some scenarios depend on labor resources. For example, cost rate may differ based on who is performing the service:
whether an employee, an employee with a special qualification, or a team. In these cases, you must maintain labor
resources and assign cost rates in the Costs and Revenues Work Center.
If your company finds it sufficient to analyze average cost of services, you do not require cost accounting based on
labor resource. In this case, you can assign a cost rate directly in the valuation tab of the service itself.
Here are some instructions on setting up the following scenarios:
Set up in Business By-

Scenario Design
Employee/Job Level Create a labor resource
The cost rate depends on the qualification of the employee and is therefore related to the employee's with cost rate and assign
job title (for example senior consultant or associate consultant). job description.
Team Level Create one labor re-
You do not want to track the costs of each employee. An average cost rate on team level is sufficient. source with cost rate and
assign it to the cost cen-
ter of the organizational
unit.
Service Product Level Maintain the cost rate in
Cost rate determination on employee, job or team level is not relevant to your company but an the valuation data of the
average cost per service should be applied. service master. Also cre-
ate a labor resource but
without any cost rate.
Assign those labor re-
sources to all organiza-
tional units which have
service performers as-
signed.
No Cost Accounting Create a labor resource
You do not require cost accounting on resource or service level. but without any cost
rate. Assign those labor
resources to all organi-
zational units which
have service performers
assigned.

Business Background
When a service performer confirms an order during the service execution process, the confirmation triggers deter-
mination of the cost rate and assignment of the costs to the items of the order. The system determines costs in the
following sequence:
First, the system checks if there is a labor resource, with an assigned cost rate, that has been assigned to the service
performer. The system subsequently checks labor resources and cost rates on the service performers:
• job level
• organizational unit
If several labor resources have been assigned to the cost center, the system proposes the first one. The user can
choose from among the available labor resources of the cost center directly in the order.
If the system finds a labor resource with no cost rate assigned, it assign the costs of the service itself. If no cost rate
has been assigned to the service, the system issues an error message in the order, and no further processing is possible.
Finally, the system calculates the costs of the service by taking the duration of the service that has been confirmed
and multiplying this amount by the cost rate. It then posts the costs to the order item and updates the profit report
accordingly.
Cost Accounting with External Service Agents (Third-Party Costs)

If a service is carried out by a third-party, or external service agent, the cost-of-service is not determined using
internal cost rates. Similar to expenses, these costs are not determined during the sales and service process. Instead,
the supplier invoice is posted directly to an order or cost center. In the case of cost center assignment, third-party
costs can be distributed to orders via overhead cost allocation at a later point in time. Overhead allocation to sub
ledgers is also possible.
Labor Resources
General Definition and Usage
A labor resource represents an employee or a group of employees having similar skills and qualifications, with the
capacity to operate specific equipment or to perform specific tasks or services.
The system uses this labor resource to determine the cost center in Financial Accounting and debit it with the labor
resource cost rate multiplied by the service duration. If the system cannot determine a cost rate for the resource, it
takes the cost rate of the service product instead.
To determine a labor resource, the system carries out a series of checks in the following sequence:
1. If there is a service performer (employee) assigned at job/cost center level, the system takes this person as labor
resource.
2. If not, the system checks the cost center of the service performer and takes the first labor resource assigned to
it.
3. If there is noone assigned, the system checks if there are any labor resources assigned to the cost center of the
service execution team. If so, it takes the first one.
You can manually change any labor resource proposed by the system.
Example 1
> Service performers A, B, C are assigned to a job list with cost rate X.
> This job list has a fixed association to the labor resource Jobs with cost rate X.
> The system derives this labor resource from the job list and charges it to Cost Center 1.
In the above example, if there is a one-to-one relationship between the service performer and labor resource in the
master data, the system automatically takes this labor resource.
If there is a service performer for this item, and he or she has a unique labor resource assigned (assigned to the job
or uniquely to the cost center), this information is copied to the document automatically. The service execution
team is not evaluated if there is a service performer.

Business Background
Example 2
> Service performer G is assigned to Cost Center 1. There is no association between his/her job and a labor resource.
> Cost Center 1 has multiple labor resources, for example with cost rate X and with cost rate Y.
In this example, there is a direct relation between cost center and labor resource. A performed service can be assigned
to different labor resources.
If there is no master data tying the service performer to a labor resource, the system displays the error message
Labor resource assignment to service performer must be unique. The system lists existing alternatives from
which you must choose one manually.
Alternatively, you can maintain a direct assignment in the master data, in which case the system will choose the
default labor resource automatically.
Example 3
> Service and execution teams H, I are assigned to Cost Center 2.
> Cost Center 2 has multiple labor resources, for example with cost rates U, W, and Z.
In this example, if there is no direct relationship, the system takes one of the labor resources assigned.
Setting Up Master Data

You create and manage master data for labor resources in one of the following work centers:
• Cost and Revenue, view Master Data and Allocations, subview Resources. In the work list, choose Edit ,
. Valuation , and maintain the Job Assignment table.
• Time Administration, view Employees. Edit an employee, and go to . Time Profile . On
. Basic Data , enter the relevant time recording data.
Here, you can assign a labor resource directly to a job.
If you wish to be less specific, you can assign a labor resource to a cost center. A labor resource can be assigned to
only one cost center at a time.
You can also assign multiple labor resources to a cost center, grouping together employees who have similar jobs
with the same cost rate.
Labor Resource Scenarios in CRM Documents

The labor resource is stored at item level, and is relevant only for service items. The following item types are
mandatory if you edit the service item in such a way that it affects the relevant postings in the cost center in Financial
Accounting, for example by saving or releasing the item:
In service order and sales orders:
• Service provision as a fixed price without tracking actuals (SEFL)
In service confirmations:
• Service provision based on time and materials (SECO)
• Service provision as a fixed price with tracking actuals (SERV)
The item type is not taken into account, and the labor resource is not mandatory, if one of the following is true:
• You have not activated Financial Accounting functions, for example in the Buy, Sell, and Administrate
implementation focus variant.
• You work with project based items
• You work with items with external fulfillment
• You work with expense items

Business Background
Service and Incident Category (optional)

You can specify service and incident categories in the Service Entitlements Work Center. These are required for
categorizing service cases, determining service cases that are excluded from warranties, determining responsible
service employees, and determining relevant service levels.
Categorization of Service Cases

Service and incident categories can be assigned to knowledge base articles, service requests, service orders, and service
confirmations. They help you structure service cases so that you can report on them later on, for example for
analyzing product quality based on the frequency of incidents. They can also aid service processors in searching for
knowledge base articles in a structured way.
Warranties
If you work with warranties, you can set the warranty master to exclude certain incident categories from warranty
processing, for example service orders with the incident category for damage by user.
Responsibilities
You can assign responsibilities for special service or incident categories to dedicated teams or employees, for example
if all types of service inquiries are to be handled by first-level support, except product problems which go directly
to the second-level support team.
Service Levels
If you work with service levels, the incident category is important for determining the corresponding service level.
Specific types of incidents such as critical customer situations may require a higher service level.
The service catalog is a multi-level hierarchy. The first level represents the service categories used for a top level
categorization of the inquiry type. The next level represents the incident category. If you are adapting a service
catalog that has already been released, you must create and release a new version. You can set up multiple service
catalogs if you require different service and incident categories for knowledge base articles, service requests, service
orders, and service confirmations.
Customer Contracts (Optional)

You can add entitlements to your product portfolio by offering and selling them in contracts within the framework
of your support entitlements or managed services. A wide range of contract functions allow you to use contracts
for both reactive and proactive services within the sales and service scenarios.
Contracts processing is intended for the Request-to-Resolve scenario and is integrated with service request, and
service confirmation processing, allowing you or a third-party to fulfill and confirm services carried out for a
contract. Invoice schedules allow you to invoice contracts on a regular basis.
Registered Product (Optional)

If your company is into manufacturing, trading, or servicing investment goods or products that require regular
maintenance, you can register your products. This helps you not only determine warranty cases, but also keep track
of installation locations.
The registered product is a set of information linking account, product, serial number, date bought, installation
location, and applicable warranty (optional). The customer usually provides this information to your service team
after buying the goods. If the customer contacts your company for service, you can enter the registered product ID
(serial number) as an affected product into the service request or service order. The system retrieves warranty
coverage and location of the product automatically.

Business Background
Warranties (Optional)
In the Service Entitlements Work Center, you can detail the duration, product category, and coverage amount of
a warranty. The coverage of the warranty is applied to the service order and service confirmation. The system uses
it to determine a special discount, if one has been set up in pricing (in the Pricing Work Center). You can also exclude
certain product categories or incident categories from coverage by defining limitations in the warranty master. This
is particularly relevant in Field Service and Repair.
Warranty processing is intended for the Request-to-Resolve and Field Service and Repair scenarios. In the service
request, the warranty is used for additional information; and in the service order for pricing.
You can create warranty masters for products or registered products, depending on your business.
Warranty Start and End Dates

If your company handles consumer products, you assign the warranty master directly to the product master. In
this case, products are not registered immediately. This is done at a later date when the customer requests service
or when a service order is created. The warranty dates are calculated from date information given by the customer,
for example delivery date, invoice date, or purchase date. The warranty start date is calculated based on this reference
date, and on the rule defined in the warranty master. The warranty end date is calculated from the warranty start
date and warranty duration.
If your company handles investment goods, you assign the warranty master to the registered product. In this case,
the warranty start date is documented immediately, and the warranty reference date is automatically retrieved
when a service processor creates a service request or service order for the registered product.
Warranty Determination
When you create a service request, service order, or service confirmation, the system automatically determines if
there is a valid warranty for the case.
First, the system checks if a warranty is assigned to the affected product (which is either a standard product or a
registered product). If a warranty is determined, the system checks if the “received on” date of the service request
or service order is within the warranty period.
Finally, the system checks the incident category of the service request or service order against the warranty master
to determine any exclusions. Only if the service request or order is a warranty case, is the warranty until date displayed
in the document. In service orders, the system calculates the coverage for each item subsequently. It checks whether
the product belongs to a product category which has been excluded, or for which a limited coverage has been defined
in the applicable warranty master. If not, the system applies the coverage indicator from the main data of the
warranty master. Finally, the system reduces the service price for each item according to the coverage indicator in
the warranty master.
The Business ByDesign System includes a number of default coverage indicators. You can delete these or add your
own during Business Configuration (Fine Tuning). Keep in mind that you must also maintain warranty discount
percentages, as pricing conditions, in the Products and Service Portfolio Work Center - Pricing View - Special
Surcharges, Special Discounts Sub-View.
Warranty coverage is proposed automatically in service orders and service confirmations, but it can be changed
manually at any time. Prices are recalculated when the coverage indicator is changed.
Service Pricing
In the Product and Service Portfolio Work Center, you can maintain prices lists for services. Pricing for services is
handled in the same way as for products, for example by account price lists, or price lists for sales organizations. For
general information about pricing, refer to the Pricing Essential documentation available in the SAP Business By-
Design Library.
There are also service-specific price elements such as surcharges for work done on holidays, or discounts for a
warranty. Business ByDesign offers several predefined pricing elements such as holiday surcharge, warranty 100%,

Business Background
and goodwill 50%. You can maintain these as special surcharges in the Pricing Work Center. If you require additional
pricing elements, you can define them in the Fine Tuning phase of your project.
Working Condition Surcharge (Optional)

For service performers working under special conditions, for example on a holiday, you may want to apply a
surcharge. You do this by maintaining working conditions, which influence pricing in the orders or order confir-
mations to which you assign them. Alternatively, the service performer can assign the working condition to each
item in the service confirmation after service execution. This triggers a price recalculation, and the new price is used
in invoicing.
Working conditions are particularly relevant in the Order-to-Cash (Service) and Field Service and Repair scenarios.
Warranty Coverage and Goodwill Discount (Optional)

In order to adjust pricing in a service order based on a warranty case or goodwill, you can maintain special discounts.
Pricing in the order will then automatically take into account price elements on the Pricing tab in the order.
Alternatively, the service performer can change or assign warranties or goodwill at item level in the service confir-
mation after service execution. This triggers a price recalculation, and the new price is used in invoicing.
Warranty and goodwill price elements should only be used in the Field Service and Repair scenario.
Service Level Management (Optional)

Service levels allow you to report and track whether service execution is done on time as agreed. You can define
them for service requests and service orders in the Service Entitlements work center.
Here, you can also define service levels in customer contracts which can be determined and applied in service requests.
This allows you to determine service levels for individual customers.
For the Determine Service Level task, you maintain service level criteria such as document type, priority, incident
category, product category, service category catalog, account group (ABC classification), and country of the account.
You then assign to these criteria the expected processing times for milestones within service processing. Special in
service requests, there is an additional initial contract-based determination.
You can also configure alerts which are sent to service processors when a service request or service order task is
overdue.
Determining Service Levels and Due Dates

When your service performers create a service request or service order, the system will always check if a service level
can be assigned due to the criteria you defined in the service levels. Then the system regularly compares if the due
dates have been met with following acknowledgement logic:
Service
Level
Document Type Milestone Due Date Determination
Service Request First Reac- First reaction when the service request is set to In Process
tion Due
Time Point
Comple- Completion when the service request is set to Completed
tion Due
Time Point
Service Order First Reac- First reaction when the service order is set to In Process
tion Due
Time Point

Business Background
Service
Level
Document Type Milestone Due Date Determination
Comple- • Completion when the service performer maintains the fixed-on date and saves the service
tion Due confirmation
Time Point • If the performer does not enter a date, the system sets the time point when all order items
are completed
• For services without a confirmation, the fulfillment status is set on finished with the
complete action
Arrival at Completion when the service performer maintains the arrived-on date and saves the service
customer confirmation
Alerts and Monitoring

If a service request or service order is overdue, the assigned service processor can be alerted via a task in the Home
work center, Work view. Several reports show if the due dates have been met.
Knowledge Base (Optional)

You can manage knowledge base articles for your service team who work on service requests and service orders.
Service processors and performers can create articles with instructions, frequently asked questions (FAQs), infor-
mation on how to resolve a problem or repair instructions (best practice). The knowledge base is particularly useful
in the Request-to-Resolve and Field Service and Repair scenarios.
You maintain categories in the Service Entitlement work center.
You can then assign categories to the knowledge base to better structure keyword searches to find knowledge base
articles (also with attachments). The knowledge base supports different languages, and an approval process.
Service Execution by the Service Performer (Optional)

The service performer structures his or her daily work in the Field Service and Repair Work Center. Here, is possible
to monitor the order pipeline, set up appointments in the calendar function, plan a route for the day, and print out
this information to use in case there is no access to the system from on-site.
Order Pipeline
The service performer can filter the order pipeline list in regard to priority and requested date. After the service
performer decides on the orders to be executed that day, he or she prints the relevant service execution forms to be
completed and signed by the customers on-site. At the end of the day, when the service performer is back in the
office, he or she enters this information f into the system. You can adapt this form during the Fine Tuning phase
using Adobe Lifecycle Designer.
Route Planning
The service performer selects the orders for the day and opens route planning to plan the daily route using the
available overview of the planned duration of the service orders, and the service locations. The service performer
adapts the list if required, then downloads and prints it. If you have configured a web service in Business Configu-
ration. service performers can display route information graphically in map form. Subsequent changes made to the
order sequence in the route plan are reflected in this map. In order to integrate a web service such as Google Maps,
you must first scope and fine-tune the enterprise mash-up functionality.
Calendar
The service performer can use the calendar function to document and organize customer appointments and driving
times. After deciding on the day's orders, he or she uses the follow-up activity function to create appointments with

Business Background
reference to the orders. Finally, the service performer prints the calendar to take with him or her to the service
locations. Synchronizing a calendar with Microsoft Outlook, for example, is possible by scoping and fine-tuning the
groupware integration function.
Interface (Optional)
There are predefined web services available for service requests, service orders, and service confirmations via the
A2X interface. Web services enable you to build your own external application to communicate to Business ByDesign
in both directions. Alternatively, you can choose a mobile solution, for order pipeline and service confirmations for
example, from an SAP partner,
Third Party (Optional)

In a standard service scenario, company employees execute service processes. In Business ByDesign, you can also
work with external service agents. This requires you to set up suppliers and service agents in the system.
Third Party Service Procurement

A supplier is required as this is the business partner you maintain in purchase orders and supplier invoices. Service
agents are employees of the supplier and are not invoiced. A service agent name can be added as additional infor-
mation to the purchase order, for example if you require a specific resource for service execution.
Third Party Service Execution

Service agents are used in sales or service orders. You first assign agents to any organizational unit in Organizational
Management, then assign responsibility rules. In this way, service agents are handled just like internal employees
in the service execution process.
Third Party Cost Accounting

In a third-party scenario, costs are derived from the purchase order and assigned to the respective order item. For
this reason, you must set the indicator on item level in the order that deactivates internal labor cost determination.
When creating a purchase order or supplier invoice for external service agents, you must reference the related sales
or service order item. The amount of the supplier invoices is then posted as cost-of-service to the sales and service
order when the supplier invoice is released.
There are two additional scenarios related to third-party procurement. The first is for occasional external procure-
ment on a case-by-case basis to cover peak capacity issues. The second takes long-term business relationships with
external service agents into account.
Case-by-Case Procurement
In a case-by-case procurement scenario, the processor normally knows when a service order is to be carried out by
an external service agent. He or she sets the external service execution indicator and informs the purchasing de-
partment, for example by creating shopping cart, that an external resource is required. Purchasing creates and
submits a purchase order for this service item. After determining a service agent, the purchasing employee informs
the order processor when the supplier has confirmed the service agent. The processor updates the service order
with the service agent information and releases it for execution. When the service agent has carried out the service
and confirmed the order, the order processor checks the confirmation document and informs Purchasing that the
service has been executed. The purchasing employee acknowledges the purchase order and it is ready to be invoiced.
When the financial accountant releases the supplier invoice, the costs of the supplier invoice are posted to the
relevant order item.
Long-Term Purchasing Contracts

If your company does permanent business with a service agent, you create a contract to document the working
relationship. For this scenario, purchase orders are not normally used because of the excessive overhead for pro-

Business Background
cessing several orders a day for external service agents. Instead, the order processor regularly reviews the confir-
mations and reports them to the financial accountant who then creates one supplier invoice for all order items.
Financial Integration
As for all processes in Business ByDesign, service processes are fully integrated with Financial Accounting. General
ledger postings are made after invoicing, then cost accounting is done for the products and services.
Status Management
The life cycle status for orders are:
• In Preparation
This is the initial status. You can edit without restriction the account and involved parties. The order can be
deleted in this status.
Orders originating from business-to-business or that have follow-up activities cannot be deleted.
• Open
This status indicates that the order has been released. Ordered products are transferred to logistics and can no
longer be removed from the order.
• In Process
This status indicates that at least one line item has been released for execution. The following fields become read
only: On item level Quantity, Ship-To, and Requested Date and Incoterms that have been copied from the
General tab view.
• Completed
This status indicates that the order has been invoiced or was canceled by entering a Reason for Rejection on
the General view.

Service Entitlements
3 SERVICE ENTITLEMENTS
3.1 BUSINESS BACKGROUND

3.1.1 SERVICE REQUEST PROCESSING
Overview
Service request processing begins with the creation of a service request and ends when the service desk agent confirms
that the request has been resolved. A service request originates when a customer calls the service desk to solve an
issue, possibly with regard to a product. In addition to the description and the categorization of the issue, the service
request contains the documentation and the results of the resolution. The goal of service request processing is to
solve these requests as efficiently as possible in order to maximize customer satisfaction.
During the identification phase the system makes it easy to match the information provided by the customer with
existing customer and product data in the system. After identification the customer might refer to former, in process,
and planned activities or interactions, such as previous requests or phone calls. The logging of customer issues is
accelerated by optimized notes, qualification, and categorization features.
Multi-tier Support
A multi-tiered service and support organization can be used to solve requests. If the service agent cannot solve the
issue alone, he or she can hand over or escalate the request to the next support level, or create follow up activities
such as service orders.
Knowledge Base
If the service organization uses a knowledge base, this provides a repository of information and expertise. The system
allows the service desk agent to do a text search for and assign knowledge base articles directly to the service request,
and to send these articles to the customer by phone, e-mail, or fax.
Process Flow
The process flow for service request processing describes the end-to-end process of managing service requests. During
this process, you access the Service Desk work center.
1. A customer has a general question or an issue with a product that he or she has bought, and calls or e-mails the
customer service and support center of the service provider.
2. The service desk agent identifies the customer and creates the service request using the Service Request Pro-
cessing component. It is also possible to create a service request as a follow-up from an activity, such as a phone
call, or even create a service request automatically from a customer e-mail.
3. Issues can be categorized, enabling information to be processed more effectively. Based on the categorization, a
processor and a support team for the service request can automatically be determined. Using the knowledge
base, the service desk agent searches for an existing solution.
In addition, the system automatically monitors due dates calculated based on service levels, and sends out
business tasks and alerts when a date is overdue. You can actively monitor tasks with an easy-to-read traffic light
system. Service levels are taken into account in pricing and reporting, providing you with service level-specific
information on cost and profit, and on the compliance rate.
4. If the service desk agent is able to answer the question or find a solution, then he or she can communicate it
directly by launching an outbound call, or send it to the customer by letter, e-mail, or fax.
5. If an on-site visit or a repair is needed, the service request can be used as a starting point to create a service order.
The service request can also be used to trigger follow-up activities, such as appointments or phone calls.

Service level objectives and warranties can be determined and taken into account:
• When you create a service request and enter an affected product, the system determines a valid warranty
for the product. If a valid warranty is found, the system displays the warranty end date, which helps
the service desk agent to recognize whether the request could lead to a warranty claim.
• Based on the determined service level, the initial response and completion due time points are calcu-
lated. Depending on the setup of the service level, the processor of the service request can be alerted
after a time point is overdue.
3.2 CONTRACTS VIEW

3.2.1 CUSTOMER CONTRACTS QUICK GUIDE
Contracts are essential to daily business in professional services, where suppliers and customers regularly negotiate
agreements and arrange invoicing and payment.
The Contracts view allows you to create and manage contracts related to services in the framework of your support
entitlements or managed services.
Contracts are integrated seamlessly with service request and service confirmation processing, allowing you to fulfill
and confirm services carried out for a contract. You can maintain invoice schedules for contract items sold for a
fixed price, or set price agreements for items sold on a time and material basis.
If your company has selected the implementation focus Buy, Sell, and Administrate, there will be slight
differences between your solution and the standard as outlined below. For more information, see What
Works Differently in Sales for Buy, Sell, and Administrate.
Business Background
Service Request Processing
For more information, see Service Request ProcessingService Request Processing.
Services Essentials
The Services Essentials provides a detailed review of the three business scenarios and their variants that contain
service processes, as well as a detailed explanation of the system activities required to set up these scenarios.
The Request-to-Resolve business scenario is mainly relevant for companies that provide services. It covers all
aspects of customer service activities from communications, managing service requests, through to maintaining
and updating the knowledge database.
The business scenario Field Service and Repair is mainly relevant for manufacturing companies or service providers
who carry out after-sales services for one or more manufacturers. It covers all aspects of service and repair activities.
Order-to-Cash (Services) is a sales scenario dedicated to these companies that are either providing product-related
services that are sold together with their products (a training package, for example) or providing services as a separate

line of business (for example, a builder offering independent architectural services). This business scenario covers
all aspects of order-to-cash processing, from the sales order for service sales, through to the invoice and other
financial documents.
For more information, see Services.
Request-to-Resolve
The Request-to-Resolve business scenario enables your service department to provide customer service and support
to prospects and existing customers. It provides you with functions to receive inquiries via different input channels,
and to create and handle service requests. You can provide solutions to your customer using various output chan-
nels, and trigger appropriate follow-up activities such as field services. There are also enhanced functions for:
• Knowledge base support to efficiently resolve service requests
• Customer warranties to meet legal requirements, and manage entitlements for product failures and defects
• Service levels for monitoring performance objectives and due dates
For more information, see Request-to-Resolve.
Customer Contract Management

The Customer Contract Management business scenario enables you to create and manage contracts related to
services in the framework of your support entitlements or managed services. In addition, the following features are
provided:
• Seamless integration with service request and service confirmation processing, allowing you to fulfill and con-
firm services carried out for a contract.
• Invoice schedules for contract items
• Price agreements for items sold on a time and material basis
The scenario incorporates business functions from related areas that directly support service delivery for contracts,
such as processing due items and payments in Financial Management.
For more information, see Customer Contract Management.
Tasks
Create a Contract
1. Click New , then choose Contract to open the New Contract editor.
Or choose New Contract in Common Tasks.
2. On the . General tab, . Main Information enter relevant contract information:
a. Enter the contract start and end dates, and the contract date that documents when
the contract was signed.
Note that the contract header dates must encompass all item start and end dates, in
particular the header start date must come before all item start dates, and the header
end date must come after all item end dates.
When using the Copy and Extend function to renew an item,

the contract end date is extended automatically to fit the new
end date of the item. The system displays a message informing
you of this change.
b. If a formal contract renewal process is relevant to your business, you can enter a
renewal rule In the Renewal Agreement section of the
. Renewal and Cancellation tab. This field is for information purposes only and
may be left blank.
Additionally, when you enter a duration in the Reminder field, for example 1
Month, the system will automatically send an alert one month before contract end

to remind you that renewal is imminent. The number of days left on the contract are
also displayed as a reminder to carry out any necessary actions before the contract
ends.
Renewal settings are valid for all items in the contract.
c. If you want to use a formal cancellation process, enter a cancellation rule in the
Cancellation Agreement section. This field is for information purposes only and
may be left blank.
You can describe this rule further by entering a note in Details, and by setting a
minimum contract validity period. This is the time period, for example 1 Year, during
which the account must honor the agreement, and may be denied any cancellation
requests.
This cancellation rule and its related fields are set once on header level and are valid
for the whole contract. For more information, see the Cancel a Contract or Contract
Item task below.
3. On the . Items tab, enter the product that you are selling. This can be a service, an
expense, or an entitlement.
Enter item information in the Details section on the various tabs:
• On the . General tab, specify product information, invoicing information, service
execution and cancellation details.
Set the flag Price per Period if the price is associated with a
time period. The total net value, projected over the entire
time period, is determined based on the validity period of the
contract. Example: The price for rented software is $100
monthly and the validity period is two years. The flag Price
per Period is set for the item. The total projected net value
is $2,400.
• On the . Entitled Products tab, list the products or product categories contained
in the entitlement item and to which the account is privileged. This tab is only active
for entitlements; not for services or expenses.
• On the . Price Agreements tab, review or set contract specific prices.
This tab is active only for time and material items. For example, for an entitlement
item of type time and material, you do not maintain a list price, which remains blank.
This is because the item itself is not invoiced, rather the underlying service maintained
on the entitled products tab. You maintain discounts and list prices for this entitled
product on the . Price Agreements tab.
You maintain list prices and discounts for services on the . Items tab, under
. Price Agreements . This tab is not displayed for fixed price items.
4. On the . Covered Products tab, enter the products or service level secured by the
contract.
Here, you can specify coverage of the contract on product category, product, or registered
product levels. Alternatively, you can avoid unnecessary maintenance and simply set the
All Products Covered checkbox. In this case, all current and future products for this
account are covered by the contract.
Service levels maintained here are automatically determined and applied by the system
when a service request is created with reference to the contract.
5. Enter pricing and invoicing information on the relevant tab. You can, for example, create
an invoice schedule for processing invoices with specifications concerning the invoice
dates and the amounts to be invoiced. For more information, see the Create Invoice
Schedules task below.

6. Click Release on item level or Submit Release on header level to activate items in the
contract. Once items are released, they are live and ready to be applied in your business
processes. You can for instance immediately invoice the fixed price items.
7. To save the new contract to the system, click Save .
8. Click Close to return to the Contracts view. The new contract is added to the list in
the Contracts view. To reopen the contract, click the contract ID.
The contract can now be used in follow-up service processes. For example, when an
account requires support and a service request is created, the system checks if the affected
product in the service request is covered under contract.
For more information on determining contracts in service requests, see herehere.
An entitlement product is one type of product that can be sold in the contract.
Entitled products are a list of products that break down, or detail, the entitlement
product.
Covered products are those secured by the contract.
You buy a printer and a related protection plan that guarantees 24/7 support in case of technical
problems with the printer. This support encompasses both remote support by e-mail and
telephone, and on-site service.
Here, the entitlement product is the 24/7 support; the entitled products are remote support
and on-site service; and the covered product is the printer.
Cancel a Contract or Contract Item

1. To stipulate when and under what conditions an account can cancel the contract, enter
a cancellation rule in Renewal and Cancellation on the . General tab. This field
is for information purposes only and may be left blank.
You can describe this rule further by entering a note in Details, and by setting a minimum
contract validity period. This is the time period, for example 1 Year, during which the
account must honor the agreement, and may be denied any cancellation requests.
This cancellation rule and its related fields are set once on header level only and are valid
for all items in the contract.
2. Once the contract is released, the related cancellation fields are activated that allow you
to review incoming cancellation requests and decide whether they are valid and when
they should be put into effect:
• Cancellation Received On
• Cancellation Requested For
• Cancellation Reason
• Cancellation Effective On
• Invoice Cancellation
• Cancellation Status
These fields are also available on item level for cancelling individual items
in status Released or In Process.
3. When the account calls, writes, faxes, or stops by to cancel the contract or an item, enter
the date and time of this communication in the Cancellation Received on field.
4. Whether the account requests a valid cancellation date, an immediate cancellation date,
or a date that does not match your cancellation rule, you enter this information in the
Cancellation Requested For field.
5. Select a cancellation reason.

6. In light of this information, you can now compare the requested cancellation date against
the cancellation rule and minimum contract validity end date to decide when the contract
should be canceled.
Enter the actual cancellation date in the Cancellation Effective On field.
7. Decide how you want to deal with the invoices for the cancelled contract.
In the Invoice Cancellation field, choose Keep Invoice Requests to let existing invoices
proceed, that is, there is no cancellation of invoices. Or choose Cancel Pending Invoice
Requests to cancel planned invoices. The latter is relevant for example if you allow the
customer a two-week cancellation period without charge. Invoices planned after the two-
week period can be cancelled in this way.
8. Save.
The system updates the cancellation status to Cancellation Requested.
The contract end date is not changed immediately. Rather, the system monitors the
Effective On date and when it is reached updates the status to Cancelled, and sets the
contract end date to the Effective On date.
Until the Effective On date is reached, the contract is still active and the
cancellation can be reversed at any time.
You can for example query all contracts that have a status of Cancellation
Requested and send the list to your field colleagues who can try to change
the customer's mind. If they are successful, you can reverse the cancellation
by simply removing the cancellation reason. The cancellation is reversed
and the previous contract end date is restored.
Renew a Contract or Contract Item

1. To stipulate when and under what conditions an account can renew the contract, enter
a renewal rule in . Renewal and Cancellation on the . General tab. This field is
for information purposes only and may be left blank. You can describe this rule further
by entering a note in Details.
2. Set a Reminder if you want the system to monitor the contract end date and automat-
ically send you an alert before the contract expires, according to the time period you enter
here.
Leave the Reminder field blank to deactivate alerts. You can still monitor the contract
date by reviewing the Days Left field on a regular basis.
The renewal rule and its related fields are set once on header level only and are valid for
all items in the contract.
3. To renew a contract, you can do one of the following:
• Create a follow-up contract
You can create a new contract with reference to an existing one by clicking Follow-
Up and selecting Contract. The contract data is copied to a new contract where you
can adjust the contract dates. The document flow displays the association between
these contracts.
• Copy the contract and set a new version
In Field Extensibility, set up two fields for contracts: an external contract number and
a version number. Now copy a contract by clicking Copy. Ensure that the new con-
tract has the same external contract number as the previous contract, but increase
the version number by 1.
4. To renew individual items within a contract, use the Copy and Extend button on item
level.

Note that it is not possible to extend the dates of an existing item that has already been
released. Changes to an existing item would be backdated, leading to inconsistent invoic-
ing.
When you extend an item end date, the system automatically adjusts the
contract end date to match the item end date, and displays a message
informing you of this.
Determine Contracts in a Service Request

When an account requires support and a service request is created, the system checks if the
affected product in the service request is covered under contract. For more information, see
herehere.
Create a Service Confirmation

You can process contract items with standard service confirmation functions if you are work-
ing with service, expense, or entitlement items sold on a time and material basis.
Unlike for orders, there is no contract pipeline from which you can confirm service
execution. You can create a service confirmation only directly from the contract.
Also, contracts usually run over longer periods of time so that an employee who
creates a confirmation does so for one item only and not for all of the items in the
contract. For this reason, contract items are not automatically proposed in the service
confirmation. You must add them manually. Use the special value help on the prod-
uct field which proposes only items from the relevant contract.
For a step-by-step description of how to create a service confirmation, see here.
Invoicing for Contracts

There are several ways to invoice contract items:
• Create an invoice request for fixed price items that will then be the basis for a one-time
invoice
For more information, see here.
• Invoice schedule using an invoicing time frame for fixed price, and time and material
based items
1. Under . Pricing and Invoicing choose . Invoice Schedule .
2. Click Edit Invoicing Time Frame . Now you can edit a new time frame or view an existing
time frame with a monthly recurrence pattern for the actual year, for example.
Select the Applied check box to assign the selected invoicing time frame to the item.
3. Click
OK
The system creates monthly invoice dates for the applied items.
• Invoice schedule step-by-step, for fixed price and time and material based items.
1. Under . Pricing and Invoicing choose Invoice Schedule.
2. Click Add Item . Now you can select an item for which you want to create several
invoicing dates.
3. Click
Add Date
to maintain several invoice dates for the selected item.

For more information about invoice schedules, see here.

Invoicing a contract for Managed Services:
Item 10 Initial set-up – 5,000 USD
Item 20 Regular service up to 1,000 service units/month – 10,000 USD/month
Item 30 Services over limit – 3 USD/service unit
For the above contract, Item 10, a fixed-price item, would be invoiced using an invoice request.
Item 20, a fixed-price item, would be invoiced using an invoice schedule.
Item 30 would be invoiced only if there were more than 1,000 service units. If, for example
there are in one month 1,337 service units executed, the service confirmation would confirm
a quantity of 337 which could be invoiced using an invoice request.
Price Agreements for Contracts

For information about price agreements, see here.
3.2.2 TASKS
3.2.2.1 DETERMINE CONTRACTS IN A SERVICE REQUEST
Overview
You can associate a contract item to a service request. The service level maintained in the contract header is applied,
and the due dates in the service request determined accordingly.
Prerequisites
The reference contract item field and its search function are available in service requests only when you have enabled
customer contracts in your system configuration. To find this business option, go to the Business Configura-
tion work center and choose the Implementation Projects view. Select your implementation project and click
Edit Project Scope. In the Scoping phase of the project, ensure that Selling Products and Services is selected
within Sales.
In the Questions phase, expand the New Business scoping element and select Selling Products and Services.
Select Customer Contracts and answer the related questions.
Configuration settings are normally performed by a key user. If you do not have the required authorization,
contact your key user.
Procedure
1. Open the New Service Request quick activity by clicking Common Tasks on the taskbar, then choose New
Service Request
2. Enter the customer's account name or number in the Account field.
The system checks the account entered here against accounts entered in contracts. This includes checking for
authorized parties, for example in contracts that apply not only to an account but its authorized company
subsidiaries as well.
3. If there is only one contract item that corresponds to this account, the system automatically displays it as the
Reference Contract Item.
If multiple contract items are found, the system displays a message informing you. In this case, call up the value
help on the Reference Contract Item field to select one.

4. The system displays a list of all contract items in status In Process or Released on the service request's Reported
On date. For contracts that cover specific products, this list is narrowed even further if you have entered one
of the following as Affected Product in the service request:
• If you have entered a registered product, the system displays a list of all corresponding contract items from
the Covered Registered Products section of the contract.
• If you have entered a reference product, the system displays a list of all corresponding contract items from
the Covered Products section of the contract.
If you have maintained a product category, the system displays all contract items for the category.
The system takes into account the All Products Covered checkbox in the
. Covered Products tab of the contract. If this checkbox is flagged, the system displays in
the service request all contract items regardless if they are covered products or covered regis-
tered products.
5. Select a contract item.

If there is a service level maintained for the contract, this is automatically applied within the service request. If
not, the system moves on to check the determination rules which you have defined in the Service Levels view.
The system redetermines contract items whenever you change the Account, Reported On
Date, or Affected Product.
6. Complete and save the service request.
3.3 REGISTERED PRODUCTS VIEW

3.3.1 REGISTERED PRODUCTS QUICK GUIDE
The Registered Products view in the Service Entitlement work center, allows you to register a product by
capturing details about the customer and product.
When a customer calls in with a problem, the registered product information allows the service desk agent to identify
the unique customer product and to determine service entitlements. If a warranty exists for the product, the system
links to the relevant warranty, and automatically determines the relevant warranty dates.
Additional information, for example product location or sales channel, is used in the service process and for reporting
purposes.
If your company has selected the implementation for automatic product registration, a label for serialized
materials is printed in the delivery. This produces a tag for each individual serial number. Upon delivery,
the registered products are created automatically. Consequently, some of the information in the Regis-
tered Products view will be filled automatically. For example, the account is derived from the ship-to-
party and the product location is derived from the shipping address.
Business Background

Services Essentials

The Field Service and Repair business scenario enables your service department to provide repair, maintenance, and
on-site services to your customers. It provides functions to handle service requests, plan service orders and related
activities, and fulfill, confirm, and invoice services. There are also enhanced functions for:
• Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal require-
ments, and provide information on warranty-related cost and profit.
• Service levels, to define reaction times, specify and measure performance objectives, and designate milestones
and operating hours.
• Outsourcing, to offer and sell third-party services, whether you outsource your field service organization par-
tially or completely.
Field Service and Repair incorporates business functions from related areas that directly support service delivery,
such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Financial
Accounting for processing due items and payments.
For more information, see Field Service and Repair.
Request-to-Resolve

Tasks
Register a Product
1. Choose the Registered Products view.
2. Click New , then choose Registered Product to open the New Registered Prod-
uct quick activity.
3. Under Account and Contact, in the Account field, enter the customer's name or
account number. If necessary, click the Open Selection Dialog icon to search for the
account number, or click New to add a customer account. The system retrieves the
customer account details and adds them to the registered product. The main contact for
the account is displayed in the Contact field; if required, overwrite this default by entering
the name or ID of another contact.
4. Under Reference Product, in the Product field, enter the reference product ID. If nec-
essary, click the Open Selection Dialog icon to search for the product ID. The system
retrieves the product details and assigns the appropriate warranty if applicable.
5. In the Registered Product ID field, enter the serial number or another unique ID for
identifying the registered product.
The serial number is created during the production or delivery process and is attached to
the product. This number is captured from the service desk during product registration.
6. Enter the registered product description.
7. Set the status of the registered product. For example, to activate the registered product,
choose Change Status then Active.
8. If required, update the warranty reference date, which is used to calculate the warranty
start date.
9. Under Warranty Assignment, enter the warranty that you want to assign. The system
assigns a default warranty if one exists for the reference product. If required, you can
overwrite this default warranty. The system retrieves details about the coverage and du-
ration from the warranty. It also calculates the warranty start and end dates based on the
warranty reference date and the duration.
You can create and manage warranties in the Warranty view.
10. Under Product Location, the system displays a default address based on the account. If
required, edit this address to identify the actual location of the registered product.
This location is used when the customer requires an on-site service for the product, within
sales reports, or to determine where to send marketing material.
11. To save the new registered product to the system, click Save .
12. Click Close to return to the Registered Products view.
Create a Target Group from a Registered Products Worklist

For marketing purposes you can create a target group of accounts listed in a worklist. To do
this:
1. Call up the required worklist, and modify it to your needs.
2. Click Export followed by To Target Group.
The New Target Group screen opens.
3. Check the details and save the target group.

3.4 WARRANTIES VIEW

3.4.1 WARRANTIES QUICK GUIDE
Warranties are required to determine the service entitlements of the customer, to manage customer expectations,
and to register products in the system. The Warranties view allows you to create and manage these warranties. You
can associate the warranty with products so the system can detect the warranty when you register a product. You
can determine the duration and coverage so the system can detect whether the associated product is still under
warranty. And you can specify coverage limitations to restrict specific services and spare parts, or exclude certain
incident categories.
Business Background
Services Essentials


Request-to-Resolve
Tasks
Create a Warranty
1. Click New , then choose Warranty to open the New Warranty editor.
2. Under General in the New Warranty editor, enter general information about the war-
ranty:
a. In the Name field, enter the name of the warranty.
b. In the Warranty Start field, select a rule for calculating the start date.
c. In the Duration/UoM field, enter the warranty duration to specify how long the
new warranty is valid for, for example, 2 y (for 2 years) or 180 d (for 180 days).
3. In the Product Category field, enter the category to which the warranty applies. If
necessary, click the Open Selection Dialog icon to search for the product category.
4. In the Coverage list, choose a coverage type. This coverage is used for all services, spare
parts, and incident categories unless coverage limitations are defined.
5. If required, add coverage limitations to the warranty:
a. Choose the Coverage Limitations tab.
b. To specify services and spare parts with no or limited coverage under Services and
Spare Parts with No or Limited Coverage , click Add Row to add a new row. Then
select the cell in the Product Category ID column and enter a product category ID.
Next click the drop-down arrow in the Coverage column, and choose a warranty
coverage type.
c. To specify incident categories with no coverage under Incident Categories with No
Coverage, click Add Row to add a new row. Then select the cell in the Incident
Category ID column and enter the incident category ID.
6. Click Change Status and then select Active from the drop-down list to activate the
warranty. To save the new warranty to the system, click Save .
7. Click Close to return to the Warranties view.
8. The new warranty is saved to the system and added to the list in the Warranties view. To
open the warranty, click the appropriate warranty name link. If the warranty has been
saved with a status of Active, it can be assigned to products.

The warranty can now be used to establish the service entitlements for a customer prod-
uct. When a product is registered, the system identifies the warranty that is associated
with that product. When the customer requires a service for the product, the system
determines if the product is still under warranty and if the particular service is covered
by the warranty.
You can create more than one warranty for a product or product group. For example,
you may need separate warranties for different countries or regions, due to regional
differences in legislation. Or you may want to allow customers to choose between a
standard and an extended warranty when they purchase a product.
3.5 SERVICE LEVELS VIEW

3.5.1 SERVICE LEVELS QUICK GUIDE
The Service Levels view allows you to create the service levels that define the time when the customer must be
contacted or the service must be completed. These service levels are used to specify the performance objectives for
the delivery of services to your customers, and based on this you can measure the performance and the quality of
the delivered service. They ensure that adequate levels of service are delivered to all customers in accordance with
business priorities and a competitive cost model. Within the Service Levels view you can: customize the reaction
times so you can be alerted when certain service milestones are overdue; assign different reaction times for different
types of service and priority; specify the operating times when your company provides customer services; determine
the rules to find the valid service level; determine the rules to measure the service performance; and determine the
calculation rules and reports to process comparison between planned and real values.
Business Background
Services Essentials


Request-to-Resolve
Tasks
Create a Service Level
1. Click New , then Service Level to open the New Service Level editor.
2. On the . General tab, enter the service level name, ID, and description.
3. On the . Reaction Times tab, enter the milestones for this service level:
a. Under Milestones, click Add Row .
b. In the new row, in the Milestone column, select Completion Time Due Point,
First Reaction Time Due Point or Planned arrival at site.
c. If you want to be alerted when this milestone is overdue, select the Alert When
Overdue check box.
d. To view details for the milestone, select the row in the Milestones table. To enter
these details, under Details for Milestone, click Add Row . Choose the type of service
and priority, and enter the duration in hours.

You must add a separate row for each priority and for each
type of service which you select. For example if you have two
types of service and four priorities, you should create a total
of eight rows.
4. On the . Operating Hours tab, enter the hours when you will be able to deliver the
service.
a. Choose the working day calendar and time zone to specify a particular region or
company.
b. To specify the days of the week when your service operates, under Weekly Config-
uration, click Add . Select the days of the week, for example, Monday to Friday.
c. To specify the times of the day when your service operates, select the appropriate row
under Weekly Configuration. Under Time Ranges, click Add , then choose the
times when your service starts and ends.
Operating hours may not be available depending on your configuration. If

you do not enter operating hours, the system assumes that the service is
available 24/7.
5. At the top of the New Service Level editor, click Save to save the service level.
6. A service level can use the statuses In Preparation, Active, Blocked, or Obsolete. You
must set the status to Active before you can determine the usage of the service level
within the system.
To activate the service level, click Change Status , then choose Active.
7. Click Close to return to the Service Levels view.
8. The service level is saved in the system and added to the Service Levels view. If the service
level is activated, you can now assign the determination rules so the service level can be
used to specify and measure the performance objectives for the delivery of services to your
customers.
To restrict a service level to a particular product category, service category, or incident

category, or particular country or customer group, open the Determine Service
Level quick activity and create a rule that includes the relevant conditions and service
level.
To restrict a service level to a particular service type or priority, open the Service
Level editor and edit the details on the Reaction Times tab.
Define Service Level Determination Rules

1. Under Common Tasks, click Determine Service Levels to open the Determine Serv-
ice Level quick activity.
2. Add a determination rule to the table and assign a service level.
a. Add a row by clicking Add Row .
b. In the Service Level column of the new row, click Add to assign the service level.
c. Enter the name of a released service level – if necessary, click the Open Selection
Dialog icon or press F4 to search for the service level – and click OK .
3. You can make the service level conditional on a specific country, customer group, product
category, service category catalog, service category, or incident category. For each con-
dition that you want to set:

a. Click the asterisk * in the appropriate column.

b. Select the operator, for example, = or IN.
c. Enter the value or value range.
d. Click OK .
The default asterisk ( * ) value means that this parameter has no impact
on service level determination. For example, an asterisk in the Coun-
try column means that this service level determination is not affected by
the country in a service request or service order.
Note that even if you exclude a service catalog, the system still displays
its incident and service category values; it does not filter these columns
out. Although the incident and service category values are displayed,
they are not taken into consideration for determining the service level
objectives.
4. Place the service level rule in the correct position of the table by selecting the rule and
clicking the up or down arrow.
The determination rules are evaluated in the order they appear in the
table, and once the system has made a match all other rules are ignored.
Therefore you should position specific rules for exceptions at the top of
the table followed by more general rules.
5. At the top of the Determine Service Levels quick activity, click Save and Activate .
Click Close to return to the Service Entitlements work center.
6. The service levels determination rules, are now active and ready to be used in the system.
When you create or edit a service request or order, the system uses the rules to evaluate
which service level to apply. When a rule is found that matches the service request or
order, the appropriate service level is applied and executed, including details about reac-
tion times and due date calculation.
In service requests, the system first does a contract-based determination before mov-
ing on to check the determination rules which you have defined here. Service levels
can be defined in customer contracts for individual customers.
3.6 SERVICE CATEGORIES VIEW

3.6.1 SERVICE CATEGORIES QUICK GUIDE
The Service Categories view allows you to create and organize service categories and incident categories within
service category catalogs. These categories are used throughout the system to capture consistent information, to
allow for reporting and benchmarking, and to provide a means for searching the knowledge base. You can specify
the service scenarios where a catalog will be used, for example, a particular catalog may be used in service orders
but not service requests. You can also create new versions of existing catalogs.

Business Background
Services Essentials

Request-to-Resolve

Tasks
Create a Service Category Catalog
1. Click New , then choose Service Category Catalog to open the New Service Cat-
egory Catalog editor.
2. On the . General tab, enter the following data:
1. In the General section, enter the catalog name, valid from/to date, and description.
2. In the Usage section, select the business documents that use the catalog, for example,
service requests and service orders.
3. On the . Catalog Structure tab, add your service categories or incident categories to
the catalog.
1. To add a main category, click Create and select At Same Level. In the new row,
in the Service Category column, enter the name of the category.
2. To add a subcategory, select the main category, click Create and select At Lower
Level. In the new row, in the Service Category column, enter the name of the
subcategory.
3. Repeat these steps to add other categories and subcategories.
There is no limit to the number of service-category levels you can create in a service
catalog. However, we recommend that you do not create more than four sublevels as an
increased number of levels may make it more difficult to navigate.
When you create service requests, service orders, or service confirma-

tions, enter main categories in the Service Category field and the sub-
categories in the Incident Category field.
4. To edit a category, select the category from the Categories table and edit the details, such
as category name or category ID.
A service category catalog can no longer be edited after the valid-from date
is reached. In this case, simply create a new catalog version.
5. Click Change Status , then Release to release the new service category catalog.
6. Click Save .
7. Click Close to return to the Service Categories view.
8. The new service category catalog is added to the list in the Service Categories view. To
open the service category catalog from this list, click the appropriate catalog ID link.
You can export the service category catalog to a Microsoft Excel worksheet.
Create a Catalog Version

To create a new version of a catalog, click on the catalog and select New then Version .

Consider the following when managing catalog versions:

• You can have only one active catalog per usage, for example for service requests or service
orders, at any one time.
• Catalogs with overlapping periods and overlapping usages are not allowed.
The following example shows the correct way to use catalog versions.
Catalog 1 V1 from 1.1.2010 to 31.12.2010 for service requests
Catalog 1 V2 from 1.1.2011 to 31.12.9999 also for service requests
Catalog 2 V1 from 1.7.2010 to 31.12.9999 for service orders
The following example shows the wrong way to use catalog versions. In this case, there are
overlapping periods for the same usage, service requests.
Catalog 1 V1 from 1.1.2010 to 31.12.2010 for service requests
Catalog 1 V2 from 1.8.2010 to 31.12.2010 also for service requests
Change Statuses and Delete a Catalog

Consider the following when deleting a catalog or changing the status of a catalog:
• You can delete only catalogs that are In Preparation.
• You can set a released catalog back to In Preparation if the valid-from date has not yet
been reached.
• Catalogs that have already been released and are in use cannot be deleted or modified. To
remove the catalog from use, create a new version of the catalog, limit the valid-to date
to today’s date, and release it.
3.7 REPORTS VIEW

3.7.1 CUSTOMER CONTRACT STATISTICS
Overview
This report shows for the rolling 12 months the number of active, new active, newly signed, expired, renewed and
cancelled contracts.
Features
Running the Report
Before running the report, you can specify the data you want to see by selecting specific variables. You must specify
a value for all mandatory variables. In the system, mandatory variables are indicated by an asterisk (*).
You can save the values you specify on the selection screen as a report variant that can be used to run exactly
the same report again in the future.
Analyzing the Report

This report displays customer contracts, or the number of customer contracts, for the last 12 months according to
the key figures that you specify.
To analyze the data in this report:
• Use the filters to manipulate the display of data in the content pane.
For this report, you can add these key figures:

• Number of Active Contracts — The system displays all contracts with the validity status Active.
• Number of New Active Contracts — The system displays active contracts according to start date.
• Number of Newly Signed Contracts — The system displays contracts according to contract date.
• Number of Expired Contracts — The system displays contracts with the validity status Expired, and ac-
cording to end date.
• Number of Renewed Contracts — The system displays contracts where the contract end date has been
extended in the corresponding month, for contracts with the validity status Active or Expired.
• Number of Canceled Contracts — The system displays contracts with the cancellation status Cancellation
Requested and Cancelled, and according to cancellation requested date.
• Drag and drop characteristics to add or remove data from the content pane.
To further analyze data in this report, you can drag characteristics to rows and columns.
Characteristics indicating periods such as Calendar Year or Calendar Year/Month are aggre-
gated by reported-on date.
See Also
Reports View
Overview of Reports in Customer Relationship Management
3.7.2 CUSTOMER CONTRACT VOLUME

Overview
This report shows the volume of contracts in reporting currency for net and invoiced values.
Features
Running the Report

This report displays the net values and invoiced values for customer contracts according to the key figures that you
specify.
• Invoiced Value of Contracts — The system displays the invoiced value, in reporting currency, for contracts.
• Net Value of Contracts — The system displays net value, in reporting currency, for contracts.
These same key values are also available in document currency. Use reporting currency, which is default, if you
want to aggregate results.
Note that time characteristics, such as Calendar Days and Calendar Year, are based on the item posting date.

See Also
Reports View
3.7.3 SERVICE CATEGORIES ANALYSIS

Overview
This report shows how often certain service categories have been used in service documents.
Views
The following views are available with this report:
• Service Categories — Where Used
Shows the service categories by service requests, service confirmations, and service orders.
• Top 5 Service Categories by Service Confirmations
Shows the service categories by service confirmations.
• Top 5 Service Categories by Service Orders
Shows the service categories by service orders.
• Top 5 Service Categories by Service Requests
Shows the service categories by service requests.
Features
Running the Report
Before running the report, you can specify the data you want to see by making value selections for variables. You
must specify a value for all mandatory variables. In the system, mandatory variables are indicated by an asterisk (*).

This report displays the number of service requests, service orders, and service confirmations to which each service
category is assigned. It identifies where specific service categories are used, and helps you to refine the structure for
service category catalogs.
• Number of Service Requests
• Number of Service Orders
• Number of Service Confirmations

For marketing purposes you can create a target group of the accounts listed in this report. To do this:
1. Call up the report and select the criteria according to your needs.
2. Add the Account characteristic to Rows.
3. Click on an account ID or an account name, then click on the arrow that appears next to the ID or name, and
select Export all Accounts to new Target Group in the dropdown menu.
The Target Group screen opens. The target group contains all accounts that are shown in the report. In
addition, the system automatically determines the main contacts of these accounts, based on the account master
data, and includes these in the target group. If the master data for a particular account does not have a main
contact, then only the account is included in the target group.
Note that the system determines the main contacts that are currently entered in the master
data of the accounts. Therefore it is possible that some contacts in the target group differ from
the contacts shown in the report.
Note that if you copy a report, it is not possible to create a target group based on the new report.
See Also
Reports View

Service Desk
4 SERVICE DESK

4.1.1 SERVICE ORDER PROCESSING
Overview
Service order processing begins with the creation of a service order and ends when the service performer confirms
that all requested service work is completed. It is based on a service order document that describes the terms of an
agreement between a service provider and a customer concerning the execution of services and/or the installation
or replacement of spare parts.
Service order fulfillment is completed when the service performer sends a service confirmation. The actual costs
and prices are then passed on to the Financial Accounting and Customer Invoicing processes.
Process Flow
The process flow for service order processing describes the end-to-end process of planning service orders. During
this process, you access the Service Desk, Service Orders, and Field Service and Repair work centers. Depending
on requirements, the Service Entitlements and Application and User Management work centers can also be
involved.
1. A service agent determines that a particular customer issue can only be resolved at the customer site, and creates
a service order. Service orders can be created as follow-up activities to service requests in the Service Desk work
center, or they can be created directly at either the Service Desk or the Service Orders work center.
2. In the Service Orders work center, a service representative plans the order by entering details such as the
affected product, serial number, type of service, required spare parts, and related expenses. The system auto-
matically determines the warranty and service level entitlements based on the information entered. It also
checks the order amount against the customer credit limit in the master data. The newly-created service order
also includes information about whether the spare parts are to be picked up by the service performer or delivered
directly to the customer.
3. The system forwards data to financial accounting so it can take into account the collection of costs and revenues
related to the service order. The pricing engine is used to calculate the sales prices and taxes for the services and
spare parts. The profit from the service order transaction is calculated on the basis of its valuation price. The
requested date from the service order header, or the fixed-on date from the service confirmation are used to
post the order to the correct period.
4. If spare parts need to be picked up by the service performer or delivered directly to the customer, an availability
check is performed. The spare parts are reserved when the order is saved and the required parts are planned for
procurement or manufacturing.
5. From your settings in the Responsibility Finder of the Application and User Management work center,
the system automatically determines a service performer or service execution team. This determination is based
on information such as the skills of the service performer (service category and product category) or the cus-
tomer address, for example. You can also take time into account, by reviewing the calendars of possible service
performers and checking whether spare parts are available for the service job. In exceptional cases, such as
capacity shortages or non-availability, you can dispatch the order to a different team or performer by manually
overwriting the determination results.
If you outsource your services, you can create a shopping cart or purchase order in the Purchase Requests
and Orders work center to procure an external service agent on the basis of a purchase contract with an external
supplier.

Service Desk
6. When the service representative completes the service order, an order confirmation with agreed conditions can
be submitted to the customer. Finally, the order can be released for execution.
7. In the Field Service and Repair work center, the service performer verifies that all required parts are ready for
the customer visit.
8. After the service performer completes all required visits and repair work, he or she returns to the Field Service
and Repair work center and creates a service confirmation based on the original service order. This confirmation
is handled by the Service Confirmation Processing component that records the actions taken, actual amount
of activity units and working time spent, the actual spare parts consumed, and expenses incurred. This infor-
mation is then reported to the Customer Invoicing and Accounting components to ensure that the costs and
revenues are collected from the account.
For outsourcing, you create a goods and service acknowledgement after the external service agent has performed
the service, and finally, create a supplier invoice related to the purchase order or purchase contract. In Ac-
counting, third-party costs resulting from this supplier invoice can be posted to the service order
9. The system triggers a goods issue for the spare parts that were used in the service. Ownership of the spare parts
is transferred to the customer account and the inventory information is updated in inventory. Unused parts
can be transferred back into the warehouse if necessary.
4.1.2 SERVICE REQUEST PROCESSING

Overview
Multi-tier Support
A multi-tiered service and support organization can be used to solve requests. If the service agent cannot solve the
issue alone, he or she can hand over or escalate the request to the next support level, or create follow up activities
such as service orders.
Knowledge Base
If the service organization uses a knowledge base, this provides a repository of information and expertise. The system
allows the service desk agent to do a text search for and assign knowledge base articles directly to the service request,
and to send these articles to the customer by phone, e-mail, or fax.
Process Flow
The process flow for service request processing describes the end-to-end process of managing service requests. During
this process, you access the Service Desk work center.
1. A customer has a general question or an issue with a product that he or she has bought, and calls or e-mails the
customer service and support center of the service provider.
2. The service desk agent identifies the customer and creates the service request using the Service Request Pro-
cessing component. It is also possible to create a service request as a follow-up from an activity, such as a phone
call, or even create a service request automatically from a customer e-mail.
3. Issues can be categorized, enabling information to be processed more effectively. Based on the categorization, a
processor and a support team for the service request can automatically be determined. Using the knowledge
base, the service desk agent searches for an existing solution.

Service Desk
In addition, the system automatically monitors due dates calculated based on service levels, and sends out
business tasks and alerts when a date is overdue. You can actively monitor tasks with an easy-to-read traffic light
system. Service levels are taken into account in pricing and reporting, providing you with service level-specific
information on cost and profit, and on the compliance rate.
4. If the service desk agent is able to answer the question or find a solution, then he or she can communicate it
directly by launching an outbound call, or send it to the customer by letter, e-mail, or fax.
5. If an on-site visit or a repair is needed, the service request can be used as a starting point to create a service order.
The service request can also be used to trigger follow-up activities, such as appointments or phone calls.
Service level objectives and warranties can be determined and taken into account:
• When you create a service request and enter an affected product, the system determines a valid warranty
for the product. If a valid warranty is found, the system displays the warranty end date, which helps
the service desk agent to recognize whether the request could lead to a warranty claim.
• Based on the determined service level, the initial response and completion due time points are calcu-
lated. Depending on the setup of the service level, the processor of the service request can be alerted
after a time point is overdue.
4.2 SERVICE REQUESTS VIEW

4.2.1 SERVICE REQUESTS QUICK GUIDE
The Service Requests view of the Service Desk work center presents the information necessary to manage and
prioritize your workload. It helps you to efficiently handle your service requests by allowing you to access details
about the customer, reference product, and description of the issue or service required; use the customer contact
details when you need to clarify a request, provide extra details, or report when a solution is found; update the
service request details, for example, to add a note or change the priority; add a knowledge base article to provide
extra information for solving the service request; create a follow-up service order if the service requires labor or
spare parts; and escalate problems to the manager where necessary.
Business Background

Service Desk
Microsoft Outlook Integration

You can create a service request directly from an e-mail in Microsoft Outlook. The details from the e-mail are added
to a new service request and a new e-mail activity in the system. For more information, see Microsoft Outlook
Integration.
Service Order Processing

For more information, see Service Order ProcessingService Order ProcessingService Order Processing.
Services Essentials
Order-to-Cash (Standardized Services)

The Order-to-Cash (Standardized Services) business scenario enables you to sell services with functions to handle
quotes, create sales orders with service items, plan service execution, and fulfill, confirm, and invoice services sold.
The selling of services can be the main line of business or a value-added service for physical goods.
For more information, see Order-to-Cash (Standardized Services).


Service Desk
Request-to-Resolve
Tasks
Create a Service Request
1. Click New , then choose Service Request to open the New Service Request quick
activity.
You can also open the New Service Request quick activity by clicking
Common Tasks in the taskbar, then choose New Service Request.
2. In the Account field, enter the customer's account name or number. If necessary, click
Advanced to search for the account number, or click New to add a customer account.
The system retrieves and displays the customer and service location details. The main
contact for the account is displayed in the Contact field; if required, overwrite this default
by entering the name or ID of another contact.
3. In the New Service Request quick activity, enter the service request details:
a. Under Affected Product, enter the registered product ID (serial number) or product
ID (if the product is not serialized).
The system determines if the product is covered by a contract or warranty.
b. In the Subject field, enter a subject to identify this service request. If required, enter
more details on . Incident Description .
c. Enter the service category, incident category, priority, and the date and time when
the service request was reported. The system uses this information to determine the
due dates.
d. Under Organizational Assignment, the system automatically determines a service
and support team based on the categorization, and assigns a processor. If required,
edit the team or processor. The service organization is derived from the service and
support team.
If your company has selected the implementation for e-mail

synchronization (Microsoft Outlook Integration), you can
trigger the automatic creation of an activity and follow-up
service request from a customer e-mail. In this case, some of
the information on . General and its subtabs, will be
filled automatically. For example, the subject is derived from
the e-mail subject line, the incident description from the
body of the e-mail, and the account from the e-mail address.

Service Desk
e. In the Categorization section, enter a service category to describe the type of inquiry
and an incident category to describe the incident in more detail.
f. If required, enter further information by clicking View All to open the New Service
Request editor.
4. Click Save to save the new service request, or click Submit to print, fax, or e-mail the
service request form to the customer.
5. Click Close to return to the Service Requests view.
Determine Contracts for a Service Request

When an account requires support and a service request is created, the system checks if the
affected product in the service request is covered under contract. For more information see
herehere.
Create a Service Request from an Incoming E-Mail
This function is only possible if you have activated Microsoft Outlook Integration in
your system. For more information, see Microsoft Outlook Integration.
1. From your Outlook inbox, identify the e-mail that you want to follow-up with a service
request.
2. Select and open the e-mail.
3. Click Create Service Request.
Note that you can create a service request directly, without opening the e-mail. Right
click on the e-mail in your inbox, and choose Create Service Request from the displayed
options. Or simply select the e-mail or multiple e-mails and click the Create Service
Request button.
4. An activity and service request are synchronized to the system, and associated to each
other. You can check this association in the document flow.
Details in the e-mail activity and service request are taken from the Outlook e-mail:
• The title of the e-mail activity is taken from the subject of the Outlook e-mail.
• The notes of the e-mail activity are taken from the body text of the Outlook e-mail.
• The incident description of the service request is taken from the body text of the
Outlook e-mail.
Update a Service Request

1. Select the service request that you want to update, then click Edit to open the Service
Request quick activity.
2. Update the details as required, for example:
a. Under Affected Product, update the registered product ID or product ID.
b. Update the subject or the details on Incident Description. This is only possible if the
service request has an open status.
c. Update the service category, incident category, priority, or the date and time when
the service request was reported. The system uses this information to redetermine
the due dates.
d. Under Organizational Assignment, update the processor or service and support
team. For example, you can hand over the service request from a first-level to a second-
level employee.

Service Desk
e. In the Categorization section, enter a service category to describe the type of inquiry
and an incident category to describe the incident in more detail.
f. If required, enter further information by clicking View All to open the Service Re-
quest editor.
3. Click Change Status and select the new status.
4. Click Save to save the updated service request, or click Submit to print, fax, or e-mail
the service request form to the customer.
5. Click Close to close the service requests.
Create an Order from a Service Request

1. Select or open the relevant service request.
2. Click Follow-Up , and then choose Service Order or Sales Order to open the new
order quick activity.
3. The system copies the details from the service request to the order. If necessary, you can
edit and update these details in the order, for example, in the service order:
a. Update the subject.
b. Enter an incident description.
c. Change the service or incident category ID.
d. In the Requested Date field, enter the date and time when the customer requested
the service to be performed.
e. By default, the service performer is automatically assigned depending on the execu-
tion responsibilities. If necessary, you can edit the Service Performer field.
4. Enter details of the services and spare parts needed.
a. Click Add Row to create a new row to the table.
b. In the Product ID column of the new row, enter the product ID for the service or
spare part. The system automatically displays the related product description.
c. Enter the required quantity. The system determines the units of measure (UoM ).
d. Repeat these steps to add information about other services and spare parts needed by
this order.
5. Click Save to save the updated order, or click Submit to print, fax, or e-mail the service
order form to the customer.
6. Click Close to return to the Service Requests view.
Assign a Knowledge Base Article to a Service Request

2. Click View All to open the Service Request editor.
3. Click . Knowledge Base .
4. Enter your search criteria in the Find field.
5. Click Go . The system displays all matching knowledge base articles.
6. In the search result list, select the knowledge base article you want to assign and click
Assign . The article now appears in the Assigned KB Articles table.
To see the contents of a knowledge base article before you assign it, select
the article and click Preview .

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7. If you do not want to include the KB article when you submit the service request to the
customer, deselect the Output check box in the Assigned KB Articles table.
the service request form including the selected KB articles to the customer.
9. Click Close to close the service request.
Search for a Knowledge Base Article

1. Select the relevant service request, click Edit and then click View All to open the Service
Request editor.
2. Click . Knowledge Base then choose the Advanced search option.
You can also search for a knowledge base article within the Knowledge Base view.
Here, the search is more direct to find previous solutions to problems. For a more direct
search in the Service Requests view, enter a key word or words in the Find field. Text
in incident descriptions are taken into account for this search.
Notify Your Manager About a Service Request

1. Select the service request , then click Edit to open the Service Request quick activity.
2. Click New , select Alert, and enter your manager’s name.
This alert now appears in your manager’s work inbox.
Forward a Service Request to Another Service Team

2. Under Organizational Assignment section in the Processor ID field, delete the em-
ployee ID. In the Service and Support Team field, enter the team ID.
The service request is now removed from your worklist and appears in the worklist of the
selected service team.
Forward a Service Request to Another Service Employee

2. Under Organizational Assignment section in the Processor ID field, enter the ID or
name of the employee. The system automatically updates the service and support team.
The service request is removed from your worklist and appears in the worklist of the selected
employee.
Send a Service Request Confirmation to a Customer by E-Mail

When you are done creating or updating a service request, click Submit to send an answer
to the customer.
The system uses the e-mail address specified in the output settings. If you have not edited
these settings, the default is the customer’s main e-mail address.
The system fills out the e-mail subject line, attaches the service request form, and includes
any assigned knowledge base articles.

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Export a Service Request to Microsoft Excel

For more information, see Export Business Data Using Microsoft Excel.
Create a Target Group from a Service Requests Worklist

this:
4.2.2 BUSINESS BACKGROUND

4.2.2.1 QUICK GUIDE FOR MICROSOFT OUTLOOK INTEGRATION
Microsoft Outlook Integration allows you to exchange information between Microsoft Outlook and the CRM
application of your system. You can synchronize your contacts, e-mails, appointments, and tasks to and from
Outlook; create service requests in the system from incoming e-mails; and associate e-mails, tasks and appointments
with SAP Business ByDesign accounts, campaigns, opportunities, and leads.
Microsoft Outlook Integration supports Microsoft Outlook 2007 and 2010.
Business Background
Microsoft Outlook Integration Security Advice and Troubleshooting Guide
For more information, see the Microsoft Outlook Integration Security Advice and Troubleshooting Guide.
Activity Management
As part of your daily work you need to deal with various activities throughout the day, such as tasks, appointments,
phone calls, letters, faxes, or e-mails. To ensure productivity and efficiency, Activity Management enables you to
optimize all activities relating to Customer Relationship Management and ensures that you do not spend too much
precious sales time on coordinating routine tasks and activities.
For more information, see the Activities Quick Guide and Activity Management.
Important tasks
Pre-Installation Activities
Before you can install and use the Microsoft Outlook Integration functions, a key user must grant you authorization
for the Account Management work center where all data relevant to Microsoft Outlook Integration is maintained.
For further information on this work center, refer to documentation available in the Help Center.
Next, the key user must make the necessary Business Configuration settings:
1. Activate Microsoft Outlook Integration.
In the standard system, Microsoft Outlook Integration is not in scope. Activate this function in the scoping
phase by selecting Communication and Information Exchange then the Office and Desktop Integra-
tion business option. Select the Outlook Integration check box. Microsoft Outlook Integration with
Activity Management, Account Synchronization to Microsoft Outlook and Account Synchronization
from Microsoft Outlook are now automatically included in your scope.
Answer the related scoping questions for synchronizing accounts and contacts to and from Outlook. Two-way
synchronization is proposed as default. The settings here are valid for all Microsoft Outlook Integration users.
2. Select Service Request Management.

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This step is optional. You can enable manual or automatic creation of service requests from incoming e-mails
by going to scoping for Service → Customer Care and selecting Service Request Management. Answer the
related scoping questions under E-Mail Integration with Service Request Management and Automatic
Creation of Service Requests.
3. Assign accounts to Microsoft Outlook Integration users.
In order to synchronize an account, or associate activities to that account, the user must be the employee
responsible. For this step, there is an optional fine-tuning activity as well as a required activity for assigning
accounts to users.
Optional — If you want to assign accounts without using or changing normal employee responsible determi-
nation, go to fine-tuning for Sales → Party Role Definition (Business Option Sales: Account and Activity
Management: Account Management: Party Role Definition). Create a new party role with responsibility role,
ensuring that the description indicates that it is specifically for Microsoft Outlook Integration users.
Required — There are two ways to assign an account.
• Create a responsibility rule (recommended)
Go to the Task Distribution view (Application and User Management work center). In Employee
Work Distribution, mark the Account Responsibility by Party Role line and click Edit . Add a rule
for each responsibility role relevant to Microsoft Outlook Integration.
• Edit the responsibility directly in the account
Go to the Accounts view in the Account Management work center. Click Edit then select Contacts.
On the . Relationships and Responsibilities tab, add a new row in the Responsibilities section. Select a
responsibility type, enter the user ID of the user for whom this account should appear in My Accounts,
and set the Direct Responsible checkbox.
Finally, you must maintain a business e-mail address in the Home work center (Home → Self Service → Edit My
Contact Data).
Ensure that this e-mail address is assigned to one and only one user.
Install and Log On to the SAP Business ByDesign Add-In for Microsoft Outlook
Integration
Overview
The SAP Business ByDesign Add-In for Microsoft Outlook modifies your Outlook screens to include Microsoft
Outlook Integration functions that allow you to synchronize data between Outlook and your system.
Procedure
1. Install the add-in.
Go to Home > Self Services. Under My Computer, you can check your computer settings to ensure you have
the minimum requirements, and install the add-in.
For information on how to install, and un-install the add-in, as well as background information on this and
other front-end components, see Install Additional Software.
2. Restart Outlook.
Restart Outlook to activate the add-in. When you restart Outlook, the SAP Business ByDesign tool bar is added
to your Outlook screen. This tool bar contains buttons for logging in and out of the Business ByDesign system,
adding activities, creating service requests, and for accessing the SAP Business ByDesign Help Center.
3. Log on to the SAP Business ByDesign system.
From Outlook, log on to the SAP Business ByDesign system by clicking Log on in the SAP tool bar.
The logon is certificate-based and runs automatically in the background.

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If there is a problem with the certificate for your user, or if you are not working with certificates, a dialog box
opens where you can enter your user ID and password. Enter your URL in the SAP System field, leaving out
the /irj/portal/ portion. For example, you log on with URL http://Test.sap.corp:7000 and not http://Test.sap.corp:
7000/irj/portal.
When you are working offline and cannot log on to the system, any changes to relevant e-mails,
appointments, and tasks, or new items for synchronization to the SAP Business ByDesign system
are kept in a pool in Outlook. Actual synchronization of these items occurs automatically as
soon as you log on to the SAP Business ByDesign system via the add-in.
If you are logged on to the SAP Business ByDesign system via the add-in for many hours without
any action, you may receive an authorization error when trying to use a Microsoft Outlook
Integration function. In this case, your user cookies may have expired. Simply log off and log
on again.
4. Check the SAP Business ByDesign folder locations

From the Outlook menu, choose Tools > SAP Business ByDesign Settings in Outlook 2007, or click on the
Add-Ins ribbon then SAP Business ByDesign Settings in Outlook 2010.
Here, the add-in automatically creates the folders used for synchronization, including the:
• Default folder:
This is the main SAP Business ByDesign folder, where error and conflict information is stored.
• Accounts folder
This folder contains the accounts downloaded from the SAP Business ByDesign system.
• Contacts folder
This folder contains the contacts downloaded from the SAP Business ByDesign system.
To change any of these folders, click on the folder link, choose a new folder, and click OK.
5. In the Advanced Settings section, set the following:
a. Flag the Display Synchronization Notifications checkbox if you want the system to display synchroni-
zation related notifications in a message pop-up in the Microsoft Windows task bar.
b. Flag the Display Synchronization Errors checkbox if you want the system to display synchronization
related errors in a message pop-up in the Microsoft Windows task bar.
c. Click Download Contacts to perform an initial synchronization.
The system synchronizes only accounts in your direct responsibility, so you must ensure that, for the
contacts you wish to synchronize, the relevant accounts are listed in My Accounts in the Accounts view
(Account Management work center).
Hereafter, accounts and their contacts in your direct responsibility are synchronized automatically to Out-
look when added or changed.
Right click on the SAP Business ByDesign Add-In icon in the Microsoft toolbar. Here,
you can display synchronization errors and notifications directly, access the error and
conflict folders, open the activities list, and send meeting requests.
Result
After synchronizing your accounts and contacts to Outlook, you can now synchronize e-mails, appointments, and
tasks.

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Synchronize Contacts
The system synchronizes to and from Outlook those contacts that have been assigned to your accounts in the SAP
Business ByDesign system.
To synchronize a contact to Outlook do the following:
1. In the Account Management work center, go to the Accounts view and show All Accounts.
2. Click on the required account and select View All .
3. Go to . Relationships tab.
4. In the Responsibilities section, add a row.
5. Enter a party role.
You may want to choose a role that is specific to Microsoft Outlook Integration.
6. Enter your employee ID.
7. Save and refresh.
This account will now show in My Accounts. The system synchronizes the account and contact, as well as any
attachments, to Outlook where you can find them in the contact list under My Contacts → SAP Business
ByDesign Accounts or SAP Business ByDesign Contacts. Any future changes to this contact in the system
or in Outlook are synchronized automatically.
To synchronize a contact to the system, do the following:

1. Select a contact in the contact list view in Outlook and click Add Contact .
You can select multiple contacts for synchronization.
2. Associate the contact to an account.

3. Click Submit .
The contact is synchronized to the system. Any future changes to this contact in the system or in Outlook are
synchronized automatically.
Synchronization information for this contact is displayed In the bottom frame of the contact in Outlook.
Simply select the Click here for more details link to open a CRM system session navigated directly to the
selected contact.
To create a contact or account for synchronization to the system do the following:

1. Create a new contact, for example by selecting SAP Business ByDesign Contacts in the Outlook contacts list
view. Right click and choose New Contact.
2. Enter your data, save and select the . SAP Business ByDesign tab directly in the contact screen. Click
Add Contact .
3. In the Add Contact pop-up, you can associate the contact to an existing account by clicking Associate With
and selecting an account from the list, or entering a search term to find a specific account.
If the account does not exist in your system, you can create a new one from Outlook by clicking Create then
Account .
Enter your details and click Create . Associate the contact with this new account.
The new contact and new account are synchronized to the system. Any future changes to the contact or account
in the system or in Outlook are synchronized automatically.
Contacts must be assigned to an account in order to synchronize.

The ability to create and synchronize accounts and contacts depends on your system authorizations, as
well as your synchronization settings. Contact your key user if you have any questions or difficulties.

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The user who creates and synchronizes a new account from Outlook is automatically the employee re-
sponsible for that account.
There is an automatic check for duplicates. In case of a conflict, the user is informed by e-mail and the
conflict log is updated. On the Business ByDesign side, there is an option to Reject/Cancel or Ignore/
Save duplicate entries.
Although it is possible to delete a contact both in Outlook and in the system, the deletion is not synchron-
ized. If required, you must manually delete the contact in the opposite system.
After you synchronize contacts from Business ByDesign to Outlook, the street number may appear before
the street address.
Synchronize E-Mails
You can designate any e-mail for two-way synchronization between the SAP Business ByDesign system and Microsoft
Outlook.
To add an e-mail for synchronization, do the following in Outlook:
1. Select and open the e-mail in your inbox.
2. Click Add E-mail in the SAP Business ByDesign Add-In toolbar.
Note that you can add an e-mail directly, without opening it. Right click on the e-mail in your inbox, and choose
Add E-mail from the displayed options. Or simply select the e-mail or multiple e-mails in the list and click
Add E-mail .
3. Associate an account if desired.

4. Click Submit .
An e-mail activity is created in the SAP Business ByDesign system based on information in the Outlook e-mail.
To open an e-mail activity in the system that was added from Outlook, go to the Account Management work
center and choose the Activities view.
To view your synchronized e-mails in the fact sheet of the relevant account:
1. Go to the Account Management work center and choose the Accounts view.
2. Select the account of the contact whose e-mail you want to review.
3. Click on View All , then You Can Also → Open Overview.
You can find the e-mail in the Activities section.
E-mails in the system contain information taken directly from the Outlook e-mail header and body, and include
attachments. They are ordered by date. Filter and search options are available.
To create an e-mail activity in the system for synchronization to Outlook, do the following:
1. Go to the Account Management work center.
2. Click on Common Tasks and select New E-Mail.
3. Fill in the required and optional fields and save.
Your new e-mail activity is synchronized to Outlook.
Any future changes to the e-mail in the system or in Outlook are synchronized automatically.
To deactivate synchronization, click Untrack in the SAP Business ByDesign Add-In tool-bar in Outlook.
To delete the e-mail entirely, click Remove in the SAP Business ByDesign Add-In tool-bar in Outlook.
Synchronize Appointments
You can designate any calendar appointment for two-way synchronization between the SAP Business ByDesign
system and Microsoft Outlook.

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To add an appointment for synchronization, do the following in Outlook:

1. Select and open the appointment in your calendar.
2. Click Add Appointment .
Note that you can add an appointment directly, without opening it. Right click on the appointment in your
calendar, and choose Add Appointment from the displayed options. Or simply select the appointment or
multiple appointments and click Add Appointment .
4. Click Submit .
An appointment activity is created in the system based on information in the Outlook appointment.
To open an appointment activity in the system that was added from Outlook, go to the Account Management
work center and choose the Activities view.
Synchronized appointments can also be viewed in the fact sheet of the respective account:
2. Select the account of the contact whose appointment you want to review.
3. Click on View All , then You Can Also → Open Overview.
You can find the appointment in the Activities section.
To create an appointment activity in the system for synchronization to Outlook, do the following:
2. Click on Common Tasks and select New Appointment.
3. Fill in the required and optional fields
If you maintain attendees in this appointment, a meeting request will be sent to the attendees
from Outlook when the appointment is synchronized.
4. Save.
Your new appointment activity is synchronized to Outlook.
It is not possible to synchronize recurring appointments.
Any future changes to the appointment in the system or in Outlook are synchronized automatically.
To delete the appointment entirely, click Remove in the SAP Business ByDesign Add-In tool-bar in Out-
look.
Synchronize Tasks
You can designate any task for two-way synchronization between the SAP Business ByDesign system and Microsoft
Outlook.
To add a task for synchronization, do the following in Outlook:
1. Select and open the task in your To-Do List.
2. Click Add Task .
Note that you can add a task directly, without opening it. Right click on the task in your task list and choose
Add Task from the displayed options. Or simply select the task or multiple tasks and click Add Task .
4. Click Submit .

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A task activity is created in the system based on information in the Outlook appointment.
To open a task activity in the system that was added from Outlook, go to the Account Management work center
and choose the Activities view.
To view synchronized tasks in the fact sheet of the respective account:
2. Select the account of the contact whose task you want to review.
3. Click on View All , then You Can Also → Open Overview..
You can find the task in the Activities section.
To create a task activity in the system for synchronization to Outlook, do the following:
2. Click on Common Tasks and select New Task.
3. Fill in the required and optional fields and save.
Your new task activity is synchronized to Outlook.
If you change a task in the system, the changes are automatically synchronized to Outlook. However, there
is no automatic synchronization if you change a task in Outlook that has already been synchronized! In
this case, you must add it again to trigger synchronization to the system.
To delete the task entirely, click Remove in the SAP Business ByDesign Add-In tool-bar in Outlook.
Associate Activities
You can associate e-mails, appointments and tasks to any of your Business ByDesign accounts, campaigns, oppor-
tunities, or leads.
To associate an activity to an account (in this example, an e-mail activity), do the following:
1. Click Add E-mail in Outlook to synchronize an incoming e-mail to the system.
2. The SAP Business ByDesign Add-In for Microsoft Outlook determines if there is an account based on the e-mail
address of the sender, and if so displays it in a pop-up.
3. Click Associate Account to link this account to the e-mail, or choose another account from the list.
4. An e-mail activity is created automatically in the system for the account that you choose. The system derives
the contact for this e-mail activity from the e-mail address.
To associate an activity to a business document (in this example, an e-mail activity), do the following:
1. Click Add E-mail in Outlook to synchronize an incoming e-mail to the system.
2. Associate the e-mail to an account if desired.
3. Click Associate With .
Choose the type of business document, for example campaign, opportunity, or lead, and select the relevant
document ID from the resulting list. Or enter a search term to find a specific document.
4. An e-mail activity is created automatically in the system as a follow-up document to the campaign, opportunity,
or lead that you have selected.
Synchronization information is displayed In the bottom frame of the activity in Outlook. Simply select the
Click here for more details link to open a CRM system session navigated directly to the selected document.

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Create Activities for an Opportunity

You can create, update, and synchronize activities for an opportunity. This can be done from your system, as outlined
in this example, or from Outlook.
1. In the New Business work center, go to the Opportunity List view, select an opportunity and click Edit .
2. On the . Sales Activities tab, create a new task, for example, or add one from Suggested Activities if
proposed by the system.
3. Save the activity.
Your new activity is automatically synchronized to Outlook with an association to the opportunity.
For more information on creating activities in an opportunity, see the Opportunities Quick Guide.
Create Service Requests from E-Mails

If your system has been configured for this function, you can create a service request directly from an e-mail in
Microsoft Outlook. The details from the e-mail are added to a new service request and a new e-mail activity in the
system.
To create a service request, do the following:
1. From your Outlook inbox, identify the e-mail that you want to follow-up with a service request.
2. Select and open the e-mail.
3. Click Create Service Request .
Note that you can create a service request directly, without opening the e-mail. Right click on the e-mail in
your inbox, and choose Create Service Request from the displayed options. Or simply select the e-mail or
multiple e-mails and click Create Service Request .
4. An activity and service request are synchronized to the system, and associated to each other. You can check this
association in the document flow.
Details in the e-mail activity and service request are taken from the Outlook e-mail:
• The title of the e-mail activity is taken from the subject of the Outlook e-mail.
• The notes of the e-mail activity are taken from the body text of the Outlook e-mail.
• The incident description of the service request is taken from the body text of the Outlook e-mail.
To open a service request, go to the Service Requests view of the Service Desk work center.
You can also open the document in the fact sheet of the relevant account.
2. Filter and select the relevant account.
3. Click on View All , then You Can Also → Open Overview, and navigate to the Services tab.
See Also
Business Configuration for Microsoft Outlook Integration
Business Configuration for Automatic Creation of Service Requests
4.2.3 TASKS
4.2.3.1 DETERMINE CONTRACTS IN A SERVICE REQUEST
Overview
You can associate a contract item to a service request. The service level maintained in the contract header is applied,
and the due dates in the service request determined accordingly.

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Prerequisites
The reference contract item field and its search function are available in service requests only when you have enabled
customer contracts in your system configuration. To find this business option, go to the Business Configura-
tion work center and choose the Implementation Projects view. Select your implementation project and click
Edit Project Scope. In the Scoping phase of the project, ensure that Selling Products and Services is selected
within Sales.
In the Questions phase, expand the New Business scoping element and select Selling Products and Services.
Select Customer Contracts and answer the related questions.
Configuration settings are normally performed by a key user. If you do not have the required authorization,
contact your key user.
Procedure
1. Open the New Service Request quick activity by clicking Common Tasks on the taskbar, then choose New
Service Request
2. Enter the customer's account name or number in the Account field.
The system checks the account entered here against accounts entered in contracts. This includes checking for
authorized parties, for example in contracts that apply not only to an account but its authorized company
subsidiaries as well.
3. If there is only one contract item that corresponds to this account, the system automatically displays it as the
Reference Contract Item.
If multiple contract items are found, the system displays a message informing you. In this case, call up the value
help on the Reference Contract Item field to select one.
4. The system displays a list of all contract items in status In Process or Released on the service request's Reported
On date. For contracts that cover specific products, this list is narrowed even further if you have entered one
of the following as Affected Product in the service request:
• If you have entered a registered product, the system displays a list of all corresponding contract items from
the Covered Registered Products section of the contract.
• If you have entered a reference product, the system displays a list of all corresponding contract items from
the Covered Products section of the contract.
If you have maintained a product category, the system displays all contract items for the category.
The system takes into account the All Products Covered checkbox in the
. Covered Products tab of the contract. If this checkbox is flagged, the system displays in
the service request all contract items regardless if they are covered products or covered regis-
tered products.
5. Select a contract item.

If there is a service level maintained for the contract, this is automatically applied within the service request. If
not, the system moves on to check the determination rules which you have defined in the Service Levels view.
The system redetermines contract items whenever you change the Account, Reported On
Date, or Affected Product.
6. Complete and save the service request.

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4.3 KNOWLEDGE BASE VIEW

4.3.1 KNOWLEDGE BASE QUICK GUIDE
Many of the issues that customers bring to the service desk have already been encountered within your company.
You want to reuse this existing expertise and make it available when it is needed.
The Knowledge Base view of the Service Desk work center allows you to access and update the knowledge base,
which contains articles about previous solutions, procedures, frequently asked questions, and repair hints.
The search engine allows both service desk agents and service engineers to retrieve knowledge base articles when
required, enabling you to quickly solve customer problems. You can also edit existing articles and therefore keep
the knowledge base up-to-date.
Business Background

Services Essentials

Service Desk


Request-to-Resolve
Tasks
Create a Knowledge Base Article
1. Click New , then choose KB Article to open the New KB Article quick activity.
2. In the Valid From/To field, enter the start and end dates to specify the time period that
the article is valid for. If necessary, click the Open Calendar icon to search for the dates.
3. In the Employee Responsible field, enter the name or internal ID of the person re-
sponsible for writing this knowledge base article. If necessary, click the Open Selection
Dialog icon to search for the employee.
4. Depending on your settings, you may require an approver for this article. If this is the
case, in the Approver field, enter the name or internal ID of the person responsible for
approving this knowledge base article.
5. In the Summary field, enter a brief description of the article content.

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6. In the Content field, enter more detailed information.

7. Enter the incident and service categories that match the content of the knowledge base
article:
1. Under Categories, click Add Row .
2. In the new row, enter or select a category ID. The system retrieves the category and
catalog names (maintained in the Service Entitlement work center.)
3. Repeat the steps outlined above to add other categories.
We recommend that you assign at least one category to a knowledge base

article. The category allows the system to suggest knowledge base articles
for particular service requests and service orders. You can also use categories
as search criteria when looking for a particular article.
8. Click Change Status and select an action for the next process step. For example, you
can choose to start approval or release the article.
If you release the article, any new changes will require the creation of a
new version.
9. Click Save to save the new knowledge base article, then click Close to return to the
Knowledge Base view.
10. The new knowledge base article is saved to the system and added to the worklist.
Update a Knowledge Base Article

1. Select the knowledge base article that you want to update and do one of the following:
• To update the existing version, click Edit . You can update an existing version only
if the status is In Preparation or In Revision.
• To create a new version, click New and choose Version. If the article is released,
you must create a new version before you can make changes.
2. Update the article details, such as employee responsible, content, or categories.
If required, update further information, such as translations, by clicking View All to open
the KB Article editor.
3. Click Change Status and select an action for the next process step. For example, you
can choose to start approval or release the article.
If you release the article, any new changes will require the creation of a
new version.
4. Click Save to save the knowledge base article, then click Close to return to the
Approve a Knowledge Base Article

1. Find the knowledge base article that you need to approve.
a. Show All KB Articles.
b. Click the Advanced icon in the upper right corner for the advanced search.
c. Search for articles with the status In Approval and with your name as the approver.
2. Select the knowledge base article you want to approve, and click Edit to open the KB
Article quick activity..
3. Review the knowledge base article before approval.

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a. Check all fields in the article are correct.

b. Click Preview to see how the article displays. Check that the content is correct and
close the preview.
4. Change the status:
• Click Change Status and choose Approve. The article is now ready to be released.
• Click Change Status and choose Send Back for Revision. Update details as nec-
essary, for example, add a comment to the Detailed Description field to request
further information. The employee responsible can edit the article and restart the
approval process.
Assign a Knowledge Base Article to a Service Request

1. In the Service Requests view of the Service Desk work center, select the service request
that you want to assign a KB article to, then click Edit to open the Service Request
quick activity.
2. Click View All to open the Service Request editor.
3. Click . Knowledge Base .
4. Enter your search criteria in the Find field.
6. In the search result list, select the knowledge base article you want to assign and click
7. If you do not want to include the KB article when you submit the service request to the
the service request form including the selected KB articles to the customer.
9. Click Close to close the service request.
Release a Knowledge Base Article

1. Select the knowledge base article that you want to release.
2. Click Change Status and choose Release.
Search for a Knowledge Base Article

1. In the Show list, choose one of the following:
a. My KB Articles: Al articles where you are the person responsible.
b. My KB Articles in Preparation: All articles where you are the person responsible
and the status is In Preparation, In Revision, In Approval or Approved.
c. My Released KB Articles: All articles where you are the person responsible, that are
released, and are either currently valid or valid in the future.
d. All Currently Released KB Articles: All articles that are released and currently
valid.
e. All KB Articles
2. In the upper right corner of the screen, choose between the Basic or Advanced search.

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3. In the basic search, you can enter any search term. In the advanced search, you can search
by:
• KB article ID
• Language
• Category
• Validity dates
• Status
• Approver
4. Click Go to start the search.
You can also search for a knowledge base article from within a service request. In the
Service Requests view, select the service request, click Edit and then click
View All to open the Service Request editor. Choose . Knowledge Base
. Search and Assign KB Articles .
Translate a Knowledge Base Article

1. Select the knowledge base article that you want to translate. Click New and choose
Translation to open the Translate KB Article quick activity.
You can translate an article directly only if it has a status of In Prepara-

tion or In Revision. If you want to translate a released article, you must
first create a new version.
2. Under Available Translations, click Add Row .

3. Select the new row and enter the translation details.
a. Choose a language.
b. Enter a translated summary.
c. In the Detailed Description field beneath the table, enter the translated content.
Export a Knowledge Base Article to Microsoft Excel

For more information see, Export Business Data Using Microsoft Excel.
4.4 REPORTS VIEW

4.4.1 DAILY AVERAGE SERVICE REQUEST BACKLOG
Overview
This report shows the daily average service request backlog for the month-to-date and year-to-date.
Features
Running the Report

Service Desk

This report displays the daily average number of service requests that are in backlog. The average is determined by
the number of backlog service requests divided by the number of days. The backlog is calculated by adding the
number of service requests in process to the number of open service requests.
From this report, you can navigate to:

• Service Organization
• Service and Support Team
See Also
Reports View
4.4.2 DUE DATE COMPLIANCE (SERVICE REQUESTS)

Overview
This report shows the rate of service requests completed within the planned initial response and completion dates,
which are taken from the due date in the service level objective.
To calculate compliance, only service requests with assigned service level objectives are used in this report.
Features
Running the Report

This report has two specific views:
• Rate of Compliance on Schedule by Service Level Objective Completion Date

Service Desk
This view displays the number of closed service requests with Service Level Objective, number of service requests
closed on schedule, delay rate by Service Level Objective completion date, and rate of compliance on schedule
by Service Level Objective completion date.
• Rate of Compliance on Schedule by Service Level Objective Initial Response Date
This view displays the number of closed service requests with Service Level Objective, number of service requests
initial response on schedule, delay rate by Service Level Objective initial response date, and rate of compliance
on schedule by Service Level Objective initial response date.
• Number of Service Requests with assigned Service Levels
• Number of Service Requests with Completion on Schedule
• Service Requests with Completion not on Schedule (%)
• Service Requests with Initial Response on Schedule (%)
• Service Requests with Initial Response not on Schedule (%)
Characteristics indicating periods such as Calendar Year or Calendar Year/Month are aggregated by re-
ported-on date.

• Account
• Warranty
See Also
Reports View
4.4.3 FIRST CALL RESOLUTION RATE (SERVICE REQUESTS)

Overview
This report shows the percentage of service requests fixed at first call. It indicates how many times you had to contact
a customer to resolve an issue.
Features
Running the Report

Service Desk

The report displays the first call resolution rate for service requests. This rate is calculated from the number of
service requests fixed at first contact divided by the total number of closed service requests. A service request is
considered fixed at first contact if there is only one interaction step between processor and requestor.
A high first call resolution rate indicates a highly efficient service desk, whereas a low first call resolution rate may
suggest areas to be improved.
• Number of Service Requests with One Interaction
• Total Number of Service Requests
• Service Request First Call Resolution Rate

• Account
See Also
Reports View
4.4.4 KNOWLEDGE BASE — WHERE USED

Overview
This report shows the number of documents to which knowledge base articles have been assigned.
Features
Running the Report

For each knowledge base article, this report displays the number of service requests and service orders to which it
has been assigned.

Service Desk
• Number of Service Orders

• Number of Service Requests
See Also
Reports View
4.4.5 SERVICE REQUEST BACKLOG

Overview
This report shows the number of outstanding service requests.
Features
Running the Report
Before running the report, you can specify the data you want to see by making value selections for variables. You
must make a value selection for all mandatory variables. In the system, mandatory variables are indicated by an
asterisk (*).

Use the filters to manipulate the display of data in the content pane.
• Number of Open Service Requests
• Number of Service Requests in Process
• Service Request Backlog (Total)
See Also
Reports View
4.4.6 SERVICE REQUEST COMPLETION RATE

Overview
This report contrasts your incoming with your completed service requests for the past seven days.
Features
Running the Report

Service Desk

For each of the past seven days, this report displays the number of incoming and completed service requests.
• Number of Incoming Service Requests
• Number of Completed Service Requests

• Account
See Also
Reports View
4.4.7 SERVICE REQUEST DAILY AVERAGE

Overview
This report shows the daily averages of incoming and completed service requests for the month-to-date or year-to-
date.
Features
Running the Report

The default report displays the daily average number of incoming and completed service requests for the month
and year to date. The average is determined by the number of incoming or completed service requests divided by
the number of days.

Service Desk

• Number of Incoming Service Requests
• Number of Completed Service Requests

• Account
See Also
Reports View
4.4.8 SERVICE REQUEST LEAD TIME AVERAGE

Overview
Shows the average time required to finish a service request. The report indicates the efficiency of the internal processes
and allows you to focus on areas for improvement in these processes.
Features
Report Content
The report displays the number of closed service requests, the lead time of each service request, and the average
lead time of all service requests. The lead time is the time between receiving and finishing a service request, and is
displayed in minutes. The average lead time is calculated by dividing the lead time by the number of closed service
requests.
Running the Report

See Also
Reports View

Service Orders
5 SERVICE ORDERS
5.1 SERVICE ORDER PROCESSING VIEW

5.1.1 QUICK GUIDE FOR SERVICE ORDER PROCESSING
The Service Orders Processing view allows you to create service orders and access relevant information about
products, customers, service entitlements, and best practices. It allows you to plan and assign service orders using
information such as anticipated labor hours and spare part requirements. You can also track associated costs and
revenues, monitoring all related processes and procedures.
Business Background
Services Essentials
Working with Pricing

The service order editor contains a sub view that allows you to flexibly define price calculation. It displays all related
price components, such as list price and customer discounts, as well as the calculations used to determine sums

Service Orders
such as profit margin. Some of these components, such as taxes, are read-only but you can modify other components
such as discounts and surcharges at item and product discount at total level.
For more information, see Working with Pricing in Sales and Service DocumentsWorking with Pricing in Sales and
Service Documents and Pricing in Customer Relationship ManagementPricing in Customer Relationship Man-
agement.
Profit Margin
The information regarding profit margin and profitability can be very useful for management decisions. Therefore
the profit margin can be calculated in sales and service documents.
For more information, see Profit Margin.
Tax Determination
As a rule, companies are legally required to calculate taxes on products that they buy or sell, and to levy these taxes
from their customers. After the products have been provided, the taxes must be declared and levied to the respective
tax authorities. The system supports you by providing a substantially automated tax calculation for the following
tax types: Value-Added Tax (VAT), Sales and Use Tax, Withholding Tax. The system also provides a reporting tool
that gives you effective control over your obligatory declaration of these taxes.
For more information, see Tax Determination.

Order-to-Cash (Project-Based Services)

The Order-to-Cash (Project-Based Services) business scenario is used to manage the complete end-to-end process
of selling project-based services to customers. This scenario integrates sales quotes and sales orders with project
management allowing you to create customer invoices for time and expenses recorded against a customer project.
Invoices can be created on a time and materials basis, a fixed-price basis, or a combination of both. After the customer
invoice has been issued, customer payments can be monitored. This scenario also supports the analysis of project
profitability based on project costs and revenues.
For more information, see Order-to-Cash (Project-Based Services) .


Service Orders
Request-to-Resolve
Tasks
Create a Service Order
1. Go to the Service Orders work center, then choose the Service Order Processing view.
You can also create a service order from the Service Desk work center.
2. Click New , then choose Service Order to open the New Service Order quick activity.
3. In the Account field, enter the customer's name or account number. If necessary, click
the value help icon to search for the account number, or click New to add a customer
account. The system retrieves and displays the customer and service location details. The
main contact for the account is displayed in the Contact field; if required, overwrite this
default by entering the name or ID of another contact.
4. Enter the subject and reference product.
a. Under Affected Product, if you have a serial number for the product, enter the
registered product ID (serial number). The service location is updated using more
specific details from the registered product. If the product is not serialized, enter the
product ID.
b. In the Subject field, enter a subject to identify this service order. If required, enter
more details on the Incident Description tab.
5. Enter the categories and dates. The system uses this information to determine the service
levels and to calculate the due dates.
a. Enter the service category, and, if required, the incident category.
b. Select the priority.
c. In the Reported On field, enter the date and time when the service issue was reported.
d. In the Requested On field, enter the date and time when the customer requested
the service to be performed. This date is important for further processing. It is copied
to the spare parts and is used to check their availability. It is also transferred to ac-
counting and used to post the order to the correct period.
6. Under Order Planning and Dispatching, the system automatically determines the
responsible team and employees. However, you can change these values if required.
a. In the Processor field, enter the name or ID of the employee who is responsible for
processing the service order.
b. In the Service Performer field, enter the name or ID of the service engineer who is
responsible for performing the service. When you enter a third-party service engineer
or supplier, the Fulfillment field on the . Service Planning tab in the service
order item is automatically set to external. This field can also be set manually.
7. Under Services and Spare Parts, enter details of the services, fixed price or actual price
expenses, and spare parts needed to maintain or repair the affected product.

Service Orders
a. Click Add Row in the table.

b. In the Product column, enter the product ID. The system automatically displays the
related product description and proposes data from the service master, such as the
item group.
c. Enter the required quantity, and in the case of expenses, an amount. The system
automatically retrieves the unit of measure (UoM), which you can overwrite if re-
quired.
d. Click Release Execution to release the service, expense, or spare part for handling.
e. Repeat these steps to add information about other services, expenses and spare parts
associated with this service order.
8. Save the new service order.
You can now release the order, or send an order confirmation to the customer.
9. Click Close to return to the Service Order Processing view.
Update a Service Order

2. Select the service order that you want to update, then click Edit to open the Service
Order quick activity.
3. In the Service Order quick activity, update the details as required, for example
a. Under Affected Product, update the registered product ID or product ID.
b. Update the subject or the incident description. This is only possible if the service order
has an open status.
For more information on the service order status, see Serv-

ices.
c. In the Notes section, add additional notes to document the progress of the service
order.
d. Update the service category, incident category, priority, or the date and time when
the service issue was reported or requested. The system uses this information to re-
determine the service levels and to calculate the due dates.
The system also uses the requested date (on header level) for accounting purposes. If
you want to ensure that the order is posted to an exact period, update the date ac-
cordingly. This can be done after a service has been provided. Changes to this date
after completing the service order, however, are not taken into account.
e. Under Order Planning and Dispatching, update the processor, or service perform-
er.
f. Under Services and Spare Parts, to add a new service, expense, or spare part, click
Add Row .
g. To remove a service, expense, or spare part, select that row and then click Remove .
h. To release a service, expense, or spare part for handling, select the row and click
Release Execution .
i. If required, update further information by clicking View All to open the Service
Order editor.
4. Click Save to save the updated service order, or click Submit to choose from a wide
ranger of further actions, such as releasing the order to execution, or confirming or
completing service execution.
5. Click Close to close the service order.

Service Orders
Cancel a Service Order

2. Call up the service order you want to cancel. On the . General tab, add an internal
note to explain the reason for cancellation.
3. On the . Services and Spare Parts tab, select a reason for rejection for each service,
spare part, and expense.
4. Save the service order to update the cancellation status.
If an item is cancelled, it cannot be released to execution or invoicing.
Add a Service to a Service Order

You can also add a service to a service order from the Order Pipeline view
of the Field Service and Repair work center.
2. Open the Service Order editor.

3. Select the service order that you want to update.
4. Click Edit to open the Service Order quick activity, then click View All to open the
Service Order editor.
5. On the . Services and Spare Parts tab, enter details about the service:
b. In the Product column of the new row, enter the ID number for the service. If
necessary, click the value help icon to search for the service ID. The system retrieves
and displays the related service description.
c. In the Quantity column, enter the quantity required. Then verify the appropriate
unit of measure, such as Hr (hour), Ea (each), or AU (activity units).
6. In the table, select the row you have just created, and then on the
. Service Planning tab, enter the details as required:
a. By default, the service is assigned to the service engineer for the entire service order.
If you want to assign a different engineer, for example an external service partner, edit
the Service Performer ID field. The Fulfillment field, whether internal or external,
automatically reflects your entry.
b. By default, the duration is calculated using the quantity and units of measure in the
Services and Spare Parts table, based on conversion factors defined in the service
master data. If you want to change the duration for a specific situation without af-
fecting the billable quantity of time, edit the Duration field.
c. By default, the requested date is the same as that for the entire service order. If you
want the service to be executed at a different time, edit the Requested Date field.
This field can also be changed retroactively in order to influence the posting period
of the order in accounting.
7. You can now release the service for execution by selecting the row and clicking
Release Execution . Alternatively, you can release the service at a later date.
If you require spare parts for the execution of the service, consider the
availability of these spare parts before you release the service. To verify
the availability of the spare part, select the spare part in the table and
check the . Spare Part Logistics tab to see the planned date.

Service Orders
8. Click Save to save the updated service order, or click Submit to print, fax, or e-mail
the service order form including the selected KB articles to the customer.
Add a Spare Part to a Service Order

You can also add a service to a service order from the Order Pipeline view
of the Field Service and Repair work center.

5. On the . Services and Spare Parts tab, enter details about the service:
b. In the Product column of the new row, enter the ID number for the spare part. If
necessary, click the value help icon to search for the spare part ID. The system retrieves
and displays the related spare part description.
c. In the Quantity column, enter the quantity required, then verify the appropriate
units of measure, such as each or kilogram.
The system performs an ATP (available-to-promise quantity) check to

determine the availability of the spare part and displays an indicator for
the appropriate result. The indicator is a green light if the spare part is
available, a yellow light if the spare part cannot be delivered for the re-
quested date or there is an insufficient quantity, or a red light if the spare
part cannot be delivered at all.
6. In the table, select the row you have just created, and then on the
. Spare Parts Logistics tab, enter the details as required:
a. The pick-up indicator determines how the spare part is handled within logistics. If
the pick-up indicator is selected, the engineer must pick up the spare part at the
warehouse. If the pick-up indicator is not selected, the spare part is pre-shipped to the
customer. If you want to change the way the spare part is delivered, edit the Pick-up
Indicator check box.
b. Choose the priority, for example, normal or urgent.
c. Choose a delivery rule, for example, single delivery or multiple deliveries.
d. By default, the ship-from party is determined by the supply chain sourcing. If the
spare-part handover has not yet occurred, you can edit the Ship-From field as a
shortcut for handling spare-part shortages. In order to avoid using the current shop-
from party, we recommend that you set a delivery block before starting this exception
process. A new ATP check is triggered when you change the ship-from party.
e. By default, the spare part is assigned to the ship-to party for the entire service order.
If you want to assign a different ship-to party, edit the Ship-To field.
As an alternative to editing the Ship-From field, you can han-

dle spare-part shortages within the Outbound Logistics Con-
trol work center.

Service Orders
7. You can now release the spare part for execution by selecting the row and clicking
Release Execution . Alternatively, you can release the spare part at a later date.
Check if a Spare Part is in Stock

1. Open or create a service order.
2. In the Services and Spare Parts table, check the ATP column which displays an indicator
for the appropriate result.
The indicator is a green light if the spare parts are available, a red light if the spare parts
are not available, and a yellow light in case of a late delivery or insufficient quantity. The
mouse-over on the yellow light displays the delivery date on which the full quantity is
planned for delivery.
Add an Expense to a Service Order

You can also add an expense to a service order from the Order Pipeline
view of the Field Service and Repair work center.

5. On the . Services and Spare Parts tab, enter details about the expense:
Service expenses are handled in the same way as other service order items
(except that there is no price proposal). There are two types of expenses
supported in the service order: fixed price, with the invoice based on the
service order; and actual price, with the invoice based on the service con-
firmation.

b. In the Product column of the new row, enter the ID number for the expense. If
necessary, click the value help icon to search for the expense ID. The system retrieves
and displays the related description.
c. Enter, or change, details such as Quantity, or UoM (unit of measure) as appropriate.
d. Enter the expense amount. In the case of fixed price, you enter the amount agreed to
with the customer for the service expense. In the case of actual price expenses, enter
an expected amount. The actual amount is updated later in the service confirmation.
6. You can now release the expense for execution by selecting the row and clicking
Release Execution . Alternatively, you can release the expense at a later date.
the service order form to the customer.
Assign a Knowledge Base Article to a Service Order


Service Orders
You can also assign a knowledge base article to a service order from the
Order Pipeline view of the Field Service and Repair work center.

5. Choose the . Knowledge Base tab.
6. Enter the search criteria in the Find field. (If the Find field is not displayed, click the
Show Find Form button at the top right of the view.)

8. In the search results list, select the knowledge base article you want to assign and click
9. If you do not want to include the KB article when you submit the service order to the
Export a Service Order to Microsoft Excel

Activate Credit Limit Checks for a Customer

If a customer does not pay invoices, or pays them only after several reminders, set a credit
limit in the customer master data.
When you create and save a new service order for this customer, the system automatically
checks the order value against this credit limit. If the credit limit is exceeded, delivery for the
order is automatically blocked.
The check is run only for the amount in the actual document. No other open docu-
ments are taken into account.
Create a Tax Exemption Certificate

For information about this task, see here.
Change the Service Performer Assigned to a Service Order

To change the assigned service performer, for example, if the assigned person is sick or if
another person has expertise relevant to the service, overwrite the default service performer
assigned by the system by editing the Service Performer field in the service order.
Take into account factors such as the customer location, affected product details, service
information, availability date of spare parts, and the service performer’s skills and calendar.
You can also assign additional service performers to individual service items.

Service Orders
The system automatically assigns a service performer based on defined responsibili-

ties. These responsibilities are based on factors such as the customer location, affected
product category, and ABC classification of the customer.
Register a Customer Product

2. Click View All .
3. Choose the . Genera l tab, then . Account and Affected Product .
4. Click Add Row in the Affected Products table.
5. Enter the details for the registered product.
6. Click Save to save the service order.
Enter the Service Product Number Used in the Customer System

2. Enter the customer service product number in the External Reference field.
The system uses this number to determine the service product number in your system, as
well as all the other related information, such as pricing and service performer.
Troubleshoot the Service Order Status

2. Note the status in the header section.
This status is the life cycle status. It is made up of the fulfillment status for service AND the
invoicing status.
The life cycle status for orders are:
• In Preparation
This is the initial status. You can edit without restriction the account and involved parties.
The order can be deleted in this status.
Orders originating from business-to-business or that have follow-up ac-

tivities cannot be deleted.
• Open
This status indicates that the order has been released. Ordered products are transferred
to logistics and can no longer be removed from the order.
• In Process
This status indicates that at least one line item has been released for execution. The fol-
lowing fields become read only: On item level Quantity, Ship-To, and Requested
Date and Incoterms that have been copied from the General tab view.
• Completed
This status indicates that the order has been invoiced or was canceled by entering a Reason
for Rejection on the General view.
If a service has been completed but the invoicing is still open, the life cycle status in
the order remains "In Process". Once the order is invoiced, the status will be changed
to completed.

Service Orders
Create a Target Group from a Service Orders Worklist

this:

5.1.2.1 PRICING IN CUSTOMER RELATIONSHIP MANAGEMENT
Overview
Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate
pricing within all business documents for sales and service processes. A predefined pricing procedure is used to
determine the gross value the customer has to pay for certain products or services to be received on a certain day
at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges,
freights, taxes, and costs. The order of these price components is essential for the calculation of the total value.
Price Components
SAP Business ByDesign contains a predefined set of price components, most of which you can activate through the
business configuration. Price components can be:
• Automatically determined by the system and non-editable, for example, tax
• Automatically determined by the system and able to be overwritten by the user, for example, list price or
automatically-determined product discounts
• Manually entered by the user, for example, a restocking fee or a manually-entered product discount
The manual behavior is influenced by the Manual flag in the business configuration for pricing. If the Manual flag
is set, the system does not find the price component automatically and it must be added manually by the user.
The following sections show the set of price components that may display depending on your configuration.
List Price
This price component is naturally the first step of a pricing procedure, because many price components such as
discounts or surcharges depend on it. To determine the net list price, the system checks all price lists that fit the
parameters passed from the sales or service document. These parameters are customer, customer group, distribution
chain, and date.
Price lists can be customer specific, distribution chain specific, and base price lists. The price lists are maintained as
price master data, have a validity period, and need to be released before they are active.
Because the customer may have special prices, the system checks first for a customer-specific price list. If there is no
customer-specific price found, then it checks for a distribution chain specific price list. Finally, if there is no distri-
bution-chain-specific price, it checks for the base price list. You have to ensure that the system can find a price for
all products or services you sell in the base price list at the very least. Prices can be manually revised within a sales
or service document, allowing you to flexibly adjust your net prices.
An approval procedure can be activated for price lists and discount lists which is done in the business
configuration. If this setting is active, the line manager automatically receives an approval task should his
or her employee try to release a price or a discount list. The price list or discount list cannot be released and
included in all business documents for sales and service processes until the line manager (or representative)

Service Orders
approves the price list or discount list. For more general information on Business Task Management, see
Business Task Management.
Product Discount (%)

To determine the discount, the system checks all discount lists that fit the parameters passed from the sales or
service document. The parameters are customer, distribution chain, customer group, product, and date. All found
discounts are considered in the price calculation.
Discount lists can be Customer Specific Discount Product, General Customer Discount, Overall Customer Group
Discount, and Customer Specific Discount Product Category discount lists.
Because the customer may have a special discount for a certain product, the system checks for a discount list with
customer product discounts.
Discounts can always be revised manually within a sales or service document, allowing you to flexibly adjust dis-
counts.
Working Condition (%)

This price component is important for service scenarios. If service performers work at nights or on weekends or
public holidays, a surcharge can be invoiced to the customer.
Surcharge
Two different price components are available for surcharges. You can define surcharges as percentages or fixed
amounts according to your needs. All surcharges can be used side by side.
Warranty/Goodwill
These price components are important within service scenarios. For example, in a service document, services or
spare parts may be covered by a warranty. The warranty or goodwill discount will be calculated based on the Coverage
field in the service document.
Quality Loss Fee

This price component is used for return scenarios. This element displays only if the Returns business topic is included
in your business configuration. If your customer returns goods which are damaged or opened, you can manually
define a deduction on item level.
Restocking Fee
This price componentis used for return scenarios. This element displays only if the Returns business topic is included
in your business configuration. If your customer returns goods, you can manually define a restocking fee for each
individual return document.

Service Orders
Migration Price
The migration price is needed for open sales and service documents that are migrated from a legacy system into
SAP Business ByDesign. To ensure that prices are the same in both systems, there will not be any additional calcu-
lation of this price.
Total Item Net Value

This is calculated by adding all the item net values. This value cannot be edited.
Freight
This price component covers the freight amount determined automatically or entered manually. Depending on
the business configuration settings it is possible to determine a fixed freight amount or to make the freight dependent
on the net weight of the goods you sell.
Cost and Profit Margin

Cost displays only if profit margin is included in your business configuration. Cost is basically derived from financials
and makes the calculation of the profit margin possible.
Overall Discount (%)

The overall discount (%) is an additional general discount applied to the total item net value. This can only be
applied manually.
Total Net Value

This is calculated by adding all the item net values plus freight, without considering taxes. This value cannot be
edited.
Total Given Discounts

This is calculated by adding all the relevant product discounts given. This value cannot be edited directly by the
user. It can be influenced by editing the product discounts at item level.
Rounding Difference
This is a value that has been lost or gained through rounding. This value is used only for currencies that do not
have low denomination coins such as 1c or 2c – for example, Swiss francs or Australian dollars. For these currencies,
the price must be rounded to the nearest available value, such as 0c or 5c.
Tax
This price component covers all requirements in regards to taxation. All taxes are calculated according to legal
requirements and the results of this calculation are put into this price component.
Total
This is calculated by adding the total net value plus tax.
Price Calculation
Pricing is centrally implemented in SAP Business ByDesign and linked to all relevant business processes. The pro-
cedure is predefined and you cannot modify the procedure or create a new one.
The pricing procedure controls which price components are automatically calculated for the relevant business
documents, such as sales quotes, sales orders, and service orders. It contains the most commonly-used price com-

Service Orders
ponents, including product prices, discounts, surcharges, and tax. These various kinds of price components can be
combined and control the price calculation process.
The pricing procedure also contains the sequence in which the system takes these price components into account
during pricing. It calculates the gross and net prices and taxes. The pricing procedure also determines:
• Which subtotals will be considered during pricing
• To what extent pricing can be processed manually
• Which method the system uses to calculate percentage discounts and surcharges
• Which requirements for a particular price component must be fulfilled before the system takes the element
into account. For example, freights are not considered for service items.
Currency and Quantity Conversion

During the price calculation, currency conversion occurs if the currency of the price master data differs from the
document currency, depending on the exchange rates maintained as master data. The document currency is de-
faulted from the account master sales data.
In addition, during the price calculation, quantity conversion occurs if the unit of measure requested in the docu-
ment differs from the price unit maintained in the price list. A prerequisite is that the quantity conversions are
maintained in the product or service master data. For example, product master data maintains a quantity conversion
“1 pallet = 20 each”, the price list specifies a price unit of “$50/1 each”, and the sales order requests 5 pallets - in this
case, the 5 pallets are converted to 100 units and price is calculated at $5000.
Scales
You can define scales for prices and discounts which depend on different quantities. The scale you use determines
how values are calculated. For example, you can use a scale to define that a single boiler costs $500, but if you buy
at least 10 boilers the price decreases to only $450 per unit. You can also define scales for freights, which depend, for
example, on the sales order value.
Example
Kate Jacob is a sales representative for Akron Heating Technologies Inc., with responsibility for maintaining prices
and discounts. She creates a base price list for boilers, including the AHT boiler priced at $500/1 each.
Miller and Son is an important customer of Akron Heating. Because the company orders often and in high quantities,
Kate creates a Customer Product Category discount list for Miller and Son, with a 5% discount on all boilers.
Miller and Son order two AHT boilers from Akron, so Kate creates a sales order. The system checks the relevant
price lists, and finds the price of $500/1 each; so the price for two boilers is $1000. It also checks the customer product
category discount list, and finds that a 5% discount should apply. Therefore the total item net value is $950.
However, there is a special offer at the moment, so Kate manually changes the product discount from 5% to 10%.
This overwrites the original discount, so the price is $900.
See Also
Price Agreements for Customer Contracts
5.1.2.2 PROFIT MARGIN

Overview
For sales quotes, sales orders, and service orders you can calculate a profit margin. You can display the profit margin
for each product and service and for the total document under the Pricing tab (for service order Pricing and
Invoicing tab). An employee can use this information to make decisions regarding price and discounts adjustments.
The information regarding profit margin and profitability can also be very useful for management decisions. When
approving a sales quote, the responsible manager can use the profit margin as threshold to approve a sales quote.

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Prerequisites
• The calculation and display of profit margin in sales and service documents can be activated in the Business
Configuration work center under Scoping>Questions>General Business Data> Product and Service
Pricing .
• In addition in the Fine Tuning of the Business Configuration work center under the Configure Price
Strategy activity you can define the display of the profit margin and cost in all relevant documents.
• In the fine-tune activity Approval for Sales Quote a threshold value for the profit margin can be maintained.
• In the Cost and Revenue work center, the profit margin data can be analyzed, monitored and evaluated based
on different criteria, such as customer, customer group, country and product. This can be activated in the
Scoping of the Business Configuration work center under Financial and Management Accounting>Man-
agement Accounting>Reporting and Analysis for Sales and Profit Analysis.
Calculation
The total profit margin of the sales document is calculated by the system as follows: The difference between the
total net value based on the net price per product or service and the total costs based on the product valuation per
product or service.
If an approval process for sales quote is set up in the system, the responsible manager can receive a task to
approve the sales quote before it is communicated to the customer based on a threshold like profit margin.
Based on this information, the manager can carry out one of the following steps:
• Approve the sales quote
• Send the sales quote back to the employee responsible for reworking
Example
Kate Jacob has just been contacted by a customer requesting five hot water cylinders and one heater, and enters the
sales quote in the New Business work center.
After she has entered the products in the sales quote, the system displays the product sales price and the product
valuation for each item. If necessary, Kate can adjust the sales price or provide an discount. The profit margin is
automatically calculated by subtracting product valuation from the net price per item in the sales quote, and is
displayed in the Pricing tab. Kate decides to grant the customer a product discount of 5% on the five hot water
cylinders.
Bob Menson, Kate’s manager, checks the sales quote before it is issued to the customer. He chooses the Managing
My Area work center to open the approval task, checks the data in the linked sales quote, including the profit
margin. The sales quote is then sent to the customer with the approval of the manager.
5.1.2.3 SERVICE ORDER PROCESSING

Overview
Process Flow

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involved.
supplier.
the customer visit.

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5.1.2.4 TAX DETERMINATION

Overview
Business ByDesign provides a tax event and uses the resulting figures to generate tax reports. This auto-
matically-created report does not replace the customer or user’s own tax appraisal. SAP does not assume
liability for the accuracy of the automatically-created report or the tax report that is generated.
As a rule, companies are legally required to calculate taxes on products that they buy or sell or services used, and
to levy these taxes on their customers. After the products or services have been provided, the taxes must be declared
and paid to the relevant tax authorities.
The taxes are calculated for business documents such as orders, invoices, credit memos or down payments.
Since taxation laws differ in each country, your company is faced with the challenge of calculating the correct tax
for a particular business transaction. The system supports you by automatically calculating the tax for the following
tax types:
• Value-Added Tax (VAT)
This tax is levied in many countries, especially countries in the European Union. Many regional differences exist.
For example, in some countries such as Canada and Australia, value-added tax is levied as "Goods and Services
Tax".
• Sales and Use Tax
This tax is levied, for example, in the United States, and in a similar form in Canada (Provincial Sales Tax).
• Withholding Tax
This tax is levied in different forms in different countries. The system is able to calculate withholding tax for the
United States.
The system also offers a reporting tool that gives you effective control over your mandatory declaration of these
taxes.
Prerequisites
• You have created the Master Data for Tax Determination.
• Defining the Solution Scope for Taxation
The following activities are necessary to define the solution scope for taxation:
• The solution scope for taxation is specified in the system in Business Configuration under Built-In
Services and Support. The Tax Calculation business topic is located in the Business Environment
business package.
• If you are also required to have taxes calculated in your quotes, activate the relevant option in Scoping. In
the Questions step, navigate to the Sales business area, and choose New Business > Quotes with Tax
Calculation.
Elements
The system collects the relevant data from the available business documents to correctly calculate the taxes appli-
cable. As the user, you have to configure your system with the information that is required for your business cases.
A lot of standard business cases are pre-configured by SAP, but in some cases you have to enhance your system.
For more detailed information about tax determination and how the system merges and classifies data, see Elements
for Tax Determination.
Value-Added Tax (VAT) Numbers

For Export Deliveries
To obtain tax exemption for intra-community deliveries, you need to record, among other things, the service
recipient’s VAT number to be used for the receipt of goods.

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If several VAT numbers are assigned to a customer master record, the system selects the VAT number according
to the following criteria:
• The VAT number of the country in which the ship-to party is located.
• If the VAT number of the ship-to country is not entered in the master data, the system searches for other
numbers entered in the master data and selects a number that is different from the number of the country from
which the goods are sent.
• If there is only one VAT number for the country where the transport of goods starts, or if there is no number
at all, the prerequisites for an intra-community delivery have not been fulfilled, and the delivery must be taxed
at the relevant tax rate.
If a VAT number is entered in the master data, it will be displayed automatically on the invoice. You can
overwrite it on the Taxes tab in the document. However, you can only overwrite using those numbers
that have been previously entered in the account master record.
For Other Services, Performed Abroad

According to the EU directive 2008/8/EG and country-specific tax legislation, there is new regulation particularly
for B2B commissions. that relates to the place in which services are performed.
Generally the place in which services are provided serves as the service recipient’ address. If the service is provided
at a branch abroad, then the address of the branch abroad is valid. § 3a (2) UStG in Germany can be consulted as an
example.
In order to distinguish between companies and individuals as the service recipient, the system (tax decision tree)
checks whether a VAT number has been entered in the account master data. If the VAT number is missing, the
business case is regarded as a service that was performed for an individual.
Therefore it is important to remember to enter the VAT number when you enter the account master data.
Reverse Charge Mechanism

Reverse charge mechanism means that, in certain cases, the customer is required by law to be liable for VAT, and
to pay it to the relevant tax authority. In this case, the entrepreneur issues an invoice without VAT, but with a
notification indicating that the tax debt is being transferred to the customer. The customer must calculate and pay
the VAT to the tax authority, and can claim input tax deduction at the same time as usual. The transfer of tax debt
to the service recipient is called reverse charge mechanism.
For more information, see Tax Determination with Reverse Charge Mechanism.
Third-Party Order Processing Taxation

In typical sales scenarios, transactions take place directly between a company and an account, both business partners
are located in the same country, and the company produces and delivers a good or service directly to the account.
In such scenarios, there is no need for special tax regulations. However, in the event that one or more parameters
of this business scenario differ from the typical situation and, for example, account address and ship-to addresses
are not the same, special regulations apply, depending on how complex the scenarios are.
For more information, see Third-Party Order Processing and Chain Transaction Taxation.
Relevant Date for the VAT Tax Return

The date used for the VAT tax return depends on the business document. For example, in the supplier invoice the
Receipt Date is used, and in the customer invoice the Changed Tax Due Date is used.
For more information on the tax due date, see Tax Due Date of Tax Items.

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Entering or Changing Tax Codes in Journal Entry Vouchers

You can enter or change tax codes in journal entry vouchers as follows:
• Sales Orders
Go to the Sales Orders work center and choose New Sales Order or an existing sales order for editing. Choose
View All. Go to the Items tab page and from there to the Taxes tab page. Choose an appropriate entry for the
order item selected under Tax Code.
• Invoices or Credit Memos
Go to the Customer Invoicing work center and choose New Manual Invoice or an existing invoice or credit
memo for editing. Go to the Items tab page and from there to the Taxes tab page. Choose an appropriate entry
for the invoice item selected under Tax Code.
• Purchase Order
Go to the Purchase Requests and Orders work center and choose New Purchase Order or an existing
purchase order for editing. Choose View All → Items. In the Basic Data tab page, select under Taxes the
appropriate tax code for the selected purchase order item.
• Supplier Invoice
Go to the Supplier Invoice work center and choose New Invoice Without Purchase Order or an existing
invoice for editing. In the Overview tab page, select the appropriate tax code for the selected invoice item.
Tax Decision Tree

The system uses a tax decision tree to correctly determine a tax event. The tax decision tree consists of a sequence
of logically connected questions that the system determines as being true or false by comparing them with data
entered in the documents. In this way, the facts are narrowed down until the tax event and the correct taxation
method has been determined.
The questions are answered by comparing data entered in the document, and the underlying process can be rep-
resented as a process flow. The questions in the following example are used to determine the tax event “Export to
Third Country” for a company based in Germany.
A tax decision tree is assigned to each country.

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Process Flow
The process flow for tax determination describes a sample of how the tax event is determined for an invoice:
1. The sales representative creates and saves a manual invoice.
2. After the required data is entered, the system transfers tax-relevant data to tax determination, such as:
• Location of supplier and buyer
• Tax attributes of the business partner
One of these attributes is the tax exemption reason that depends on certain country-specific laws.
• Tax attributes of products
Tax rate type and tax exemption reason can be different for each country, region, and tax type. In the United
States, for example, services are not normally subject to tax, so the tax exemption reason should be assigned
in the product master data. Products are normally taxed at the standard tax rate and no other entries are
required.
3. The system uses the tax-relevant data to activate tax determination, and the data is processed automatically in
a tax decision tree.
4. The system calculates tax on the basis of the following components:
• Tax event
• Tax types
• Tax rate types such as standard value-added tax rate
• Tax rate as a percentage
• Taxable amount
5. The system includes the result of the tax determination and calculation in the sales order. The calculated tax
is displayed on the Pricing tab and on the Taxes tab of the . Items tab.
All tax details determined by the system are displayed on the Tax tab. Examples are:
• Tax country
• Tax code
• Tax jurisdiction code in case the tax country is United States
• Tax region in case the tax country is Canada
• Tax date
• A table with one row for each tax type that lists the following:
• Tax base
• Tax rate type
• Tax rate

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• Tax exemption reason, if necessary

• Tax amount
• Deductibility type (only for purchasing documents)
• Country-specific parameters (if necessary), such as indicators for deferred tax (in France or India), tax
jurisdiction code (United States), or region (Canada).
However, not all tax-relevant transactions can be recognized automatically and correctly by
the system.
Therefore, we recommend that you overwrite the data manually in the document, in case the
system does not determine the correct tax country or the correct tax code for the transaction.
If you have to change the tax country in the document manually, the input help displays only
the countries for which a tax authority is created and tax arrangements are maintained for your
company. However, you can also enter another tax country in which sales need to be reported
for tax purposes. The system then displays the specific tax codes for this country. Remember
that you need to create the tax authority for this country. You then need to trigger tax deter-
mination again in the document so that the correct tax number of your company is found for
the transaction. For countries that have multiple tax rates, you can enter the tax criteria man-
ually.
Note that if tax-relevant data such as the country of the service location or of the goods recipient
has been changed in a follow-up document of a business transaction, the Tax Country and
Tax Code is not redetermined. This affects, for example, changes in the address data in a service
confirmation that is created for a service order, or in a project invoice that is created for a sales
order.
See Also
Party Processing
Tax Determination — US (This document covers topics specific for the United States, such as delivery taxation in
Texas and California, Nexus.)
5.1.2.5 TAX DETERMINATION DETAILS

5.1.2.5.1 MASTER DATA FOR TAX DETERMINATION
To ensure that the determination within your sales processes is running properly, you have created the following
master data:
Tax Authority
In the Tax Management work center, you have created a master data record for each tax authority that is responsible
for your company.
Company Tax Arrangements

You have assigned a company tax arrangement in the master data record for the tax authority. You enter your tax
number for the tax type to confirm that your company is registered and that you have declared tax to the relevant
tax authority.
Tax Exemption Certificate in Account Master Data

In countries such as the United States, France, and Italy, accounts such as non-profit organizations can be exempt
from tax payments for a certain period of time. For these accounts, you define the appropriate exemption certificate
number and the validity date in the account master data. These entries are required for payment transactions. If
the exemption is valid on the day of payment, no tax is posted. The exemption certificate number is automatically
entered in the payment document. A reason for tax exemption can be entered in the account master data.

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Tax Jurisdiction Code in Account Master Data for the United States
You have created a tax jurisdiction in the account master data.
Company
Company data, such as the company, address, and the tax jurisdiction code is entered in organizational management.
Products
If you do not enter any other information in a product master record, the product is taxed at a standard tax rate. If
you want to change the standard tax rate for certain countries, you must assign the tax rate type and, if necessary,
a tax exemption reason to the relevant product in the master data.
Services
For services, you must specify which types of services you offer, and how these are to be taxed, or who is liable for
tax for a particular business transaction, so that the system determines the relevant tax codes. Enter your services
in the Services view of the Product and Service Portfolio work center under, and if necessary, assign them to the
relevant tax exemption reason on the . Taxes tab, or specify whether the service is taxable at the location
where the service is to be provided:
Specifics for European Union
• Certain services are always taxed at the head office of the company that provides the services, even if these services
are provided for an account located abroad. In the master data records of such services, ensure that nothing has
been entered in the Tax Exemption Reason field on the . Taxes tab, and that the Taxable at Destina-
tion indicator has not been set. According to Directive 2008/8/EC and its implementation under the Annual
Tax Act 2009 from January 1, 2010 onwards, this is the basic rule for services that are provided for a private end
consumer abroad.
• Certain services must always be taxed at the location where the service is provided, such as construction works
on buildings. For such services, set the Taxable at Destination indicator on the . Taxes tab. Here, the
system checks the location of the goods recipient (or the location at which the service is provided). The trans-
action is not taxable domestically if the location at which the service is provided is abroad. In such a case, the
company providing the goods or services must tax the business transaction in the receiving country and also
be registered there. According to Directive 2008/8/EC and its implementation under the Annual Tax Act 2009
from January 1, 2010 onwards, this is required, for example, for work on movable tangible property for a private
end consumer abroad.
• Other services such as those provided by a company located abroad or specific work deliveries are taxed according
to the reverse charge mechanism. For more information, see Reverse Charge Mechanism.
From the seller's perspective, the transaction must be reported, but the tax debt transfers to the account. If this
tax exemption reason is entered in the services master record, the system applies the reverse charge rule for a
corresponding sales transaction. The note referring to the reversal of tax debt (reverse charge mechanism) is
printed on the invoice. The relevant tax exemption reason must be entered for the service on the
. Taxes tab. According to Directive 2008/8/EC and its implementation under the Annual Tax Act 2009 from
January 1, 2010 onwards, this is the basic rule for services that are provided for a company abroad. This basic rule
is determined automatically, if the head office of the company providing the goods or services is in any EU
member state. In the case of domestic accounts, however, the system does not automatically recognize the
reverse charge rule. Where applicable, the user must manually overwrite the tax code in the sales document
(§13b (1) No. 2 - 5). For this you can create your own tax code and legal phrase in business configuration. For
more information, see Tax on Goods and Services — Configuration Guide. The corresponding tax event and
tax exemption reason code are already available in the system.
See Also
Tax on Goods and Services — Configuration Guide
Tax Determination

Service Orders
5.1.2.5.2 ELEMENTS OF TAX DETERMINATION

Overview
The following sections provide you with an overview of the tax determination elements and their relations:
Tax Type and Tax Rate Type

Every tax type in a tax event has a tax rate type and a tax rate that is applied to the tax base (in most cases the net
amount) to calculate the tax amount for the relevant tax type.
Tax rates are represented in the system by tax rate types – in the example of Germany, the tax rate of 19% for value-
added tax corresponds to the Standard tax rate type. This makes it easy to represent time-dependencies. If the tax
rate for this tax type changes because of a new law, you can define a new tax rate in the system for a specific validity
date without having to create a new tax code.
Country Specifics
• India and Canada
For tax jurisdictions such as India and Canada, where more than one tax type exists, the following fields can be
used: Tax Rate Type and Tax Exemption Reason, as well as Deductibility Type for purchasing documents.
• Germany
The Standard tax rate type is calculated for the Value-Added Tax tax type on the basis of the net amount. This
means that if the tax rate is 19%, a tax amount of EUR 19 is calculated for a net amount of EUR 100.
Tax Rate
Country Specifics
• Canada and United States
For Canada, tax rates are preconfigured for each province and territory in Canada, and for each state in the
United States. However, before using the system, you must check whether these tax rates are still valid according
to any recent legislative amendments.
Tax Event
In the tax event, the system determines the method of taxation to be used for the business transaction according
to:
• Which tax types are applicable
• Whether the business transaction is taxable or not
• Whether the business transaction is subject to tax or not
• Which tax rate is applicable
For transnational business transactions, the system uses a tax decision tree for both the ship-from country and the
ship-to country to determine the taxation method used in the tax event for each country. The relevant decision
trees are determined by the tax countries entered in the document, in particular by the countries of the supplier
and the goods recipient. Other tax jurisdictions can be the:
• Location of the business residence of the seller who provides a service
• Location of the business residence of the buyer for whom a service is provided
• Location where the service is to be provided
Implications of the tax event for other areas:
• To calculate tax, the tax event takes the following into account:
• Due tax type
• Procedure for tax calculation
• Tax exemption reasons, if required
• To determine tax, the tax event specifies the following:
• Allocation criteria for the tax reports

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• The field in which the tax is displayed on the tax return:

You can assign tax events to the fields of the tax return form for the relevant country. For more information
see, Tax Returns for Goods and Services.
• In accounting, the tax event controls account determination.
There are, of course, more tax events in the system for other common business transactions. However, you cannot
create your own tax events.
Country Specifics
• Germany
Examples of tax events
• 10: Domestic Acquisition (§15 I 1 Nr. 1)
• 100: Intra-Community Acquisition
• 310: Domestic Supply Of Goods And Services
• 400: Intra-Community Supply (§4 Nr. 1b UStG)
In accordance with Directive 2008/8/EC and its implementation under the Annual Tax Act 2009, intra-com-
munity service provision must also be declared in VAT tax returns as of January 1, 2010. For this purpose, new
fields have been introduced in the VAT tax return: fields 21, 46, and 47. To use these fields for services provided
in a foreign member state of the European Union, there are two new tax events for Germany and all other EU
member valid as of January 1, 2010.
• Sale 455 "EU Sale of Services, Reverse Charge"
• 155 "EU Purchase of Services, Reverse Charge"
Errors may occur, if you use these tax events with an earlier tax date.
Deductibility Type
In addition to the tax rate, the percentage rate at which input tax is deductible plays a part. Depending on the type
of company or the type of outgoing sales volume in which a certain incoming sales volume is incorporated, input
tax can be deducted at a rate of 100%, 0% or a rate determined specifically for the company. For this purpose, you
define deductibility types that represent the percentage rate. The two most frequently used deductibility types are
Fully Deductible (100%) and Not Deductible (0%).
Tax Code
The appropriate method for calculating tax is determined by a combination of tax type, tax event, and tax rate type,
and by the deductibility type for the input tax of the sales volume. You can define tax coed in the system to avoid
errors when these parameters are entered manually.
Each tax code represents a unique combination of the following parameters:
• In sales
• Tax event
• Tax types
• Related tax rate types
• In purchasing
• Tax event
• Tax types
• Related tax rate types
• Deductibility types
This makes it possible to define all parameters represented by a tax code in the document by selecting a tax code,
without having to enter each parameter individually.
Taxes can be calculated automatically only for those products in the product master. This is why you may sometimes
have to enter the tax code manually, especially in purchasing. Alternatively, you may enter a product category so
that the tax rate type for this category can be used, thus enabling automatic tax calculation.
The system uses one unique tax code for a tax event only for those countries that have one tax type.

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Country Specifics
• Canada and India
In both countries several tax types can be taken into consideration for a tax event. India, for example, uses
multiple tax types, and each tax type has multiple tax rate types and deductibility types. The number of possible
combinations resulting from this makes it impossible to work efficiently with tax codes. In these countries, the
tax code corresponds to the tax event.
• Germany
In accordance to Directive 2008/8/EC and its implementation under the Annual Tax Act 2009, intra-community
service provision must also be declared in VAT tax returns as of January 1, 2010. For this purpose, new fields
have been introduced in the VAT tax return: fields 21, 46, and 47.
To use these fields for services provided in a foreign member state of the European Union, there are two new
tax codes for Germany and all other EU member valid as of January 1, 2010:
• Purchasing: 430 "EU Purchase of Services, Reverse Charge, standard rate, fully deductible
• Sale: 530 "EU Sale of Services, Reverse Charge"
• Exception for Italy: There the tax code for sales is: 540 "EU Sale of Services, Reverse Charge"
Exempted Region
In many countries there are regions and areas that have special status under tax law. For example, Büsingen and
Helgoland are exempt from German value-added tax. In business configuration you can define the regions that are
exempt from national tax regulations, or have a special status. Such regions can correspond to political regions,
communities, or tax-free zones and are derived directly from the postal code.
Tax Jurisdiction Code

Tax jurisdiction levels are taken into account in tax calculation when taxes are in states, counties, and cities, but
not on national levels of government. The different levels in a tax jurisdiction code represent different administrative
levels. Fine-tuning this activity ensures that the system uses all administrative levels to determine the tax rate for
each authority.
In some countries, however, other government levels have tax jurisdiction. In these cases, you can adapt them.
Define tax rates after you have maintained jurisdiction code.
Country Specifics
• United States
In the United States, taxes are collected not only by states, but also by counties and cities; for domestic sales,
taxation therefore depends on the state, county, and city in which your company and the goods recipient are
located. For this purpose, you can enter a tax jurisdiction code in the master data of the company and the
customer.
The tax jurisdiction code represents the location of your company, your customer, or your supplier in a hier-
archical structure, so that one country can have multiple states that, in turn, can have multiple cities and
municipalities.
The tax jurisdiction code is structured as follows:
• 2 alphanumeric characters for the first level; this is the standard state code
• 6 alphanumeric characters for the second level; for example, the county
• 6 alphanumeric characters for the third level; for example, the city
• 1 alphanumeric character for the fourth level, for example, the location or the area
It is not necessary to use all four levels. The number of levels used depends on the state.
This function is currently used only in the United States.
For the United States, tax jurisdiction codes have been preconfigured in the system on U.S. state level. You must
enter further levels as required. If a tax jurisdiction code has not been assigned to a customer, the system uses
the U.S. state in the address as a tax jurisdiction code.
Example

Service Orders
Tax Jurisdiction Code - Description Tax Jurisdiction Code Taxation in %

New York State NY 4%
Albany County NYAL0181 4%
Allegany County NYAL0221 4,5%
In the NYAL0181 tax jurisdiction code, NY stands for New York State, AL0181 stands for Albany County in New
York State. For Albany County, two levels of the tax jurisdiction code are taken into consideration, and 8% (4%
+ 4%) of tax is levied. For Allegany County, 8.5% (4% + 4.5%) tax is levied.
• Canada
Other countries such as Canada have tax rates that depend on regions. This is because Canada is divided into
provinces and territories. In these cases, use the Region field.
Tax Exemption
Tax exemption is an exemption from all or certain taxes that are levied in a country. In most cases, the basis for tax
exemption is determined by legal requirements. In some cases, these may apply without having to account for them.
To ensure transparency, many legislators require that the reason for tax exemption be specified on relevant docu-
ments such as invoices. Tax exemption reasons are provided in the system, cannot be changed, and are assigned to
a tax type.
A customer's direct payment and exempt organization certificates are applicable until they are revoked.
The tax exemption certificates are determined automatically in a sales document.
You can assign relevant tax exemption reasons to product and customer master data by selecting the relevant entry
in the Tax Exemption Reason fields.
For more information, see Tax Exemption Certificate Processing.
Country Specifics
• United States
For the United States, several tax exemption certificate types are available:
• Direct Payment Certificate - continuous
• Exempt Organization Certificate - continuous
• Exempt Use Certificate - continuous
• Exempt Use Certificate - single
• Resale Certificate - continuous
• Resale Certificate - single
The state must be added also.
Legal Text Information

Legal text information is a textual explanation of the exemption reasons printed on invoices. These texts explain
why certain transactions are exempt from tax, thus allowing you to meet legal requirements.
The legal text information is printed on a customer invoice, if, for example, a tax exemption is applicable. However,
if the texts are not available in the required language, the system uses the English text for the invoice.
5.1.2.5.3 TAX EXEMPTION CERTIFICATE PROCESSING

Overview
A tax exemption is an exemption from all or certain taxes of a state or nation in which part of the taxes that would
normally be collected from an individual or an organization are instead foregone.
A tax exemption certificate is a certificate sent by a customer to a company claiming exemption from tax on sales.
In this system, the tax exemption certificate:

Service Orders
• Indicates the period of time during which the tax exemptions can apply
• Indicates if the tax exemptions apply to a single sales transaction or multiple sales transactions
• Indicates if the exempted (cumulated) amount exceeds a maximum amount when the exemptions apply in
multiple sales transactions
This applies to the Tax Exemption Certificates for France only.
• Indicates the reason for tax exemption

In France, a customer can apply to the authorities for exemption from VAT. If the exemption is granted, the customer
receives a letter of confirmation including a license number and the period for which he is exempt from VAT. The
customer sends this letter to a vendor, who must then take the tax exemption into account when invoicing the
customer. The vendor may not include any tax in customer invoices for the validity period of the tax exemption
license.
Prerequisites
Your customer has registered with the tax authority for tax exemption and received a tax exemption certificate
from them. This certificate has been assigned to the account.
Process Flow
The following steps explain the typical process flow for the Customer Tax Exemption Certificate in customer
invoicing.
1. When you create a sales/service order or customer invoice, the system searches for existing tax exemption
certificates and automatically assigns a valid certificate. You have an option of rejecting the proposal and prevent
the exemption to apply at header/line item level.
You can manually assign an existing certificate and the relevant exemption reason at header/line item level.
You can see a set of elements (fields, links, push button, check box) related to tax exemption
certificates when you create or view a sales/service order or a customer invoice. These elements
are only visible if the seller company is located in the US or France.
2. You can also create a new certificate if it does not exist and assign it immediately to the sales/invoicing document.
The system allows you to enter the relevant tax exemption information sent by the customer directly in the
business document.
For more information, see, Create Tax Exemption Certificates
3. The certificate records and shows the sum of the amounts which were exempted. The amount exempted by
each certificate during the invoicing process is cumulated on the corresponding certificate.
In France, you can set a maximum tax amount that cannot be exceeded. The system prevents
the cumulated amount to exceed the limit during the invoice creation process if a certificate
only allows a limited amount to be exempted. The cancellation of invoices including certificates
reverts the accumulation performed previously.
In the Account Management work center, under the Reports view, you can monitor in real time the tax exemption
certificates created in the system and sent to the company.

Service Orders
5.1.2.5.4 TAX DETERMINATION WITH REVERSE CHARGE

MECHANISM
Overview
Value-added tax (VAT) is charged revenue from the sale of goods and services. This means that an entrepreneur
issues a customer (as the service recipient) with an invoice that includes VAT, and pays the VAT to the responsible
tax authority. As a result of this, the entrepreneur is the tax payer who is liable for VAT.
In certain cases, however, the customer is required by law to be liable for VAT, and to pay it to the relevant tax
authority. In this case, the entrepreneur issues an invoice without VAT, but with a notification indicating that the
tax debt has been transferred to the customer. The customer must calculate and pay the VAT to the tax authority,
and can claim input tax deduction at the same time as usual. The transfer of tax debt to the service recipient is called
Reverse Charge Mechanism and reverses the tax liability.
Automatic Tax Determination with Reverse Charge Mechanism

Country Specifics for Germany
Some services, such as those provided by a company located abroad, or services that are provided for a service recipient
located abroad are taxed according to the reverse charge mechanism. From the perspective of the seller, the trans-
action must be reported, but the tax debt transfers to the account. According to Directive 2008/8/EC and its imple-
mentation under the Annual Tax Act 2009 as of January 1, 2010, this is the basic rule for services that are provided
for a company abroad. This basic rule is determined automatically, if the head office of the company providing the
goods or services is in any EU member state. No tax exemption reason code must be entered in the service master.
For Germany, the system currently only covers the transfer of tax debt for other services provided by an entrepreneur
located abroad if these services are provided domestically (§ 13b Abs. 1 Nr. 1 UStG), or if a German company provides
other such services for a service recipient located abroad.
The process flow for tax determination describes the determination of tax event 240 – Reverse Charge Acquisition
§13b II 1 Nr. 1 UStG, tax event 312 – Export of Service, Reverse Charge, and the anomalies to be taken into account:
1. Create a sales order, a purchase order, or an invoice.
2. While the document is being processed, the system transfers the tax relevant data to tax determination. Examples
of tax relevant data for reverse charge mechanism are:
• Location of supplier and buyer
• Sale of a service
• The seller company must be located in Germany.
The address of the seller is used, and the system normally uses the standard address of your company
unless you have overwritten the address in the sales order on the . Involved Parties tab.
• The service recipient must be located abroad.
The location where the service provision takes place is used and must not be in Germany. If the
recipient is a private individual, the service can only be subject to reverse charge mechanism if it is
provided in the European Union (EU). If items in an invoice contain services that have been provided
at different locations (according to the address of the service or goods recipient on the
. Involved Parties tab), these addresses are used first.
• Purchasing a Service
• The supplier must be located abroad.
The address of the supplier is used as a basis, and the system uses the standard address.
• The service recipient must be located in Germany.
The location where the service is provided is decisive. It is also possible that individual invoice items
contain different locations where the services have been provided (according to the address of the
goods recipient). In this case, this is used as a priority.
• Tax attributes of products
Tax rate type and tax exemption reason can be different for each country, region, and tax type. In the United
States, for example, services are not normally subject to tax, so the tax exemption reason should be assigned
in the product master data.

Service Orders
Enter the following settings for reverse charge mechanism in the master data for services on the
. Sales > . Taxes and . Purchasing > . Taxes tabs as required:
• Tax Exemption Reason: Buyer liable for VAT
• The Taxable at destination checkbox must not be selected.
3. The system processes all tax-relevant data in tax determination.
4. The system calculates tax using the following components:
• Tax event, for example 240 – Reverse Charge Acquisition §13b II 1 Nr 1 UStG for purchasing or 312 – Export
of Service, Reverse Charge for sales
• Tax codes
• Tax type
• Tax rate type such as the complete value-added tax rate with which the tax rate is determined as a percentage,
for example 19%
• Taxable amount
5. The system enters the result of the tax determination and the tax calculation in the document currently being
processed. The calculated tax is displayed on the Pricing tab. All tax details determined by the system are
displayed on the Tax Details tab, such as the Tax Country and the Tax Code of the tax country.
If reverse charge is determined for a sales order or a manual invoice, a note is displayed on the
printed invoice that the customer must pay tax.
For more information on the general process of tax determination, see Tax Determination.
The system cannot process other reverse charge mechanism scenarios in the automatic tax determination, so these
must be checked manually.
Manual Control for Reverse Charge Mechanism

For some countries there are also other sales or purchasing processes that are subject to reverse charge but cannot
be determined automatically by the system, as for example, in Germany sales according to §13b (5) UStG or purchases
according to §13b (2).
• For mobile radio units and integrated circuits with a tax date as of July 1, 2011 and an invoice amount of at least
5000 Euros, reverse charge applies according to § 13b (2) Nr.10 UStG.
In this case you have to change the tax code manually to one of the following:
• 15 – Reverse Charge Acquisition §13b II 1 Nr. 10 UStG
• 515 – Reverse Charge Supply §13b II 1 Nr. 10 UStG
• For these processes, the system provides the tax events 313 – Reverse Charge Supply §13b V UStG and 50 –
Reverse Charge Acquisition §13b II 1 Nr 4, 6 - 9 UStG, 11 – Reverse Charge Acquisition §13b II 1 Nr 2 UStG, 12 –
Reverse Charge Acquisition §13b II 1 Nr 3 UStG, 13 – Reverse Charge Acquisition §13b II 1 Nr 5 UStG and 240 –
Reverse Charge Acquisition §13b II 1 Nr 1 UStG. But you need to create your own tax code in your system.
• If you obtain your sales revenue according to §13b (5) UStG, you must enter the tax code manually.
Tax Events Stored in the System

The following tax events are currently stored in the system and can be used to create tax codes for Germany:
• Purchase:
• 50 – Reverse Charge Acquisition §13b II 1 Nr. 4, 6 – 9 UStG
• 240 – Reverse Charge Acquisition §13b II 1 Nr.1 UStG

Service Orders
• Sales:
• 312 – Export of Service, Reverse Charge
• 313 – Reverse Charge Supply § 13b V UStG
• 315 – Reverse Charge Supply §13b II 1 Nr. 10 UStG
The following tax code and tax events combinations are provided by the system and determined automatically:
• Tax code 504 – Not taxable (reverse charge mechanism) is linked to tax event 312 – Export of Service, Reverse
Charge
• Tax code 530 – EU Sales of Service, Reverse Charge is linked to tax event 455 – EU Sale of Service, Reverse Charge
For purchasing, tax code 430 – EU Purchase of Services, Reverse Charge, Standard Rate, Fully Deductible with tax
event 155 is available.
If you need further tax codes, you can create them under Define Tax Codes of the Tax on Goods and Services
activity in Business Configuration → Implementation Projects → Activity List → Fine-Tune.
When you create a tax code, ensure that you provide the tax type under Details.
5.1.2.5.5 THIRD-PARTY ORDER PROCESSING TAXATION

Overview
Third-party order processing scenarios involve at least three parties: Seller, account, and supplier.
A Third-Party Order Processing is a sales transaction that is conducted by several parties for one item, where the
item is shipped directly from the supplier to the account or ship-to party.
For more information concerning the general processing in the system, see Third-Party Order Processing.
Chain transaction means consecutive supplies of goods between three or more legal entities, where the contractual
obligations of all parties in the chain are discharged by a single movement of goods from the first supplier in the
chain to the final customer.
From a taxation point of view, the scenarios where the sales transaction crosses borders and the subject to tax has
to be determined, are of interest.
This also has an impact onto the country where the taxes have to be paid. In the following processes, the system
supports the user by displaying warning messages and triggering a check of the tax codes:
• You are a supplier in a chain transaction and you enter a ship-to party that is different from the account. The
system displays the message if the head offices of the ship-to party and your company are in different countries.
• In a third-party deal, you are the company that creates a sales order to which an external supplier is assigned.
The external supplier delivers the goods directly to the customer. These transactions are generally not invoiced
automatically during an invoice run.
Country Specifics in case the seller and supplier are different:
• Germany: These transactions are not invoiced automatically during an invoice run if the head office of your
company is in Germany.
Value-added tax for chain transactions is treated differently, especially if the item is transported across a state border.
It is necessary to decide on a case-by-case basis, which of the companies involved is allowed to issue a tax-exempt
invoice. If the tax has not automatically been calculated correctly in this transaction, or if tax has been calculated
even though the transaction is tax-exempt, change the tax code and, if necessary, the tax country, on the Taxes tab
accordingly.

Service Orders
Intra-Community Triangular Trade

An Intra-Community Triangular Trade is a special kind of third-party order processing, where all three participants
are located in different EU member states. Under certain circumstances, a simplification can be applied to intra-
community triangular trades. The prerequisites for the application of this process are:
• The three companies transact business for the same item.
• All participating companies are registered in different EU member states for value-added tax purposes.
• The item goes straight from the first supplier to the final account.
• The item goes from one EU member state to another.
• The first supplier or the first company is responsible for the transport of the item.
Country Specifics
• Germany: If the simplification can be applied to the triangular transaction, then the 512 - Triangular Trans-
action tax code can be entered manually in the invoice.
5.1.2.6 TAX DETERMINATION — US

Here you can find tax information specifically for the United States.
Delivery Taxation
Taxes on materials deliveries within the United States are levied according to the law of the destination state (Ship-
to). Only in California and Texas are the deliveries taxed according to the state of origin (Ship-from). Taxes on
service deliveries are levied according to the law of the state of destination.
Nexus
Nexus is a connection between a taxpayer and a state where the taxpayer has to pay taxes. The rules to establish the
connection between the two differs from state to state. However, with this nexus a state is required to collect sales
tax for sales.
Therefore a sale within a particular state is only taxable in the system if the seller company has nexus in the state.
If the seller does not have a nexus, no sales tax will be determined and the system assigns tax code 507 – Non Taxable
Sale Under Nexus Rules to the sales document.
This means the seller company issues an invoice without tax for nexus reasons. The transaction is recorded statis-
tically in the tax register.
If your company has nexus in a state, you must have the following settings prepared:
• You created a tax authority for this state in the Tax Management work center. For more information, see
Quick Guide for Tax Authorities (Tax Management).
• You created entries in the system for every tax authority to which tax returns have to be submitted.
• You created a company tax arrangement for every tax authority that is relevant.
• You entered a tax registration number for the company tax arrangement. This documents that the company
is registered in the state where the tax authority is located, and provides the basis for nexus determination in
the tax determination.
If a company tax arrangement has been created properly for a state, and a sale takes place in this state, the tax
determination works as described in Tax Determination.

Service Orders
5.1.2.7 WORKING WITH PRICING IN SALES AND SERVICE

DOCUMENTS
Overview
The Sales Order, Sales Quote, Customer Invoice, Return , Service Order and Service Confirmation editors
contain a tab called Pricing (Pricing and Invoicing for service order and service confirmation). This view allows
you to flexibly define the price calculation within sales and service documents. It displays all related price compo-
nents, such as list price and product discount (%) or optionally as well cost or profit margin. Some of these com-
ponents, such as profit margin or cost, are read-only but you can modify other components such as list price, product
discount (%) or surcharges at item and an overall discount (%) at total level.
Editing Price Components at Item Level

Under Item Pricing, you can view the details for each item in the sales or service document. To view the price
components for an item, click the expand icon in the Item column. You can edit some price components or add a
row to define another price component.
Depending on your business configuration and settings, the item price components include:
• List Price: Determined from either a base price list, distribution-chain-specific price list, or customer-specific
price list. You can create price lists in the Price Lists sub view of the Pricing view in the Product and Service
Portfolio work center.
• Product Discount (%): Calculated either automatically from all relevant discount lists or alternatively, man-
ually added as product discount. If you add a manual discount, the system adds the manually entered discount
to the automatically determined discounts from the discount list. A discount can be created as master data in
the Discount List sub view of the Pricing view in the Product and Service Portfolio work center.
• Cost: Retrieved from the product valuation. This value cannot be edited in the Pricing view.
• Cost Estimate: You can edit this price component manually in the Pricing view for profit analysis reasons for
project based services and entitlements.
• Profit Margin: Calculated by subtracting cost from revenue. This value cannot be edited.
• Tax: For example, State Sales Tax. These values cannot be edited in the Pricing view. Taxes can be edited
indirectly by changing the tax indicator in the Taxes tab of the Items view.
• Freight: The cost of transport for the item. Freight can be calculated by net weight of a product or as fixed
amount for the complete order depending on the business configuration.
• Migration Price: Only required for the migration of open sales and service documents from a legacy system.
• Quality Loss Fee: For return scenarios. If your customer sends goods back to you and claims money back, you
are able to manually define on item level a deduction for faults such as damaged goods or opened goods. This
price component can only be applied manual.
• Surcharge: Defined either as a fixed amount or percentage. Surcharges can be created as master data in Sur-
charges sub view of the Pricing view in the Product and Service Portfolio work center .
• Warranty (%) : A discount used mainly within service documents to specify that part of the amount is covered
by warranty. Warranties can be created as master data in Special Discounts, Special Surcharges sub view of
the Pricing view in the Product and Service Portfolio work center .
• Goodwill (%) : A discount used mainly within service documents to specify that part of the amount is covered
by goodwill. Goodwills can be created as master data in Special Discounts, Special Surcharges sub view of
• Working Condition (%) : A surcharge applied for service items when an employee is working outside normal
business hours, for example, at the weekend. Working conditions can be created as master data in Special
Discounts, Special Surcharges sub view of the Pricing view in the Product and Service Portfolio work
center .
• Customer Expected Price: This is only relevant for sales orders created through A2A or B2B message (XML
data transfer). The price is communicated from an external system and gets compared to the net price calculated
in the SAP Business ByDesign system.

Service Orders
Editing Price Components at Total Level

The Total Pricing section contains details about the pricing that is valid for the entire order or sales quote.
Depending on your business configuration and settings, the total price components include:
• Total Item Net Value: Calculated by adding all the item net values. This value cannot be edited.
• Overall Discount (%): Additional manual discount which applies to the total item net value.
• Restocking Fee: A fee charged to cover the cost of returning a product. This price component can only be
applied manual.
• Freight: The total cost of transport. Freight can be calculated by net weight or as fixed amount for the complete
order depending on the business configuration.
• Profit Margin: Calculated by subtracting total costs from total revenues. This value cannot be edited.
• Total: Calculated by adding complete net value plus tax. This value cannot be edited.
• Total Given Discounts: Calculated by adding all the relevant product discounts given. This value cannot be
edited in the Total Pricing section. It can be influenced by editing the product discounts at item level or overall
discount at total level.
• Rounding Difference: A value that has been lost or gained through rounding. This value is used only for
currencies that do not have low denomination coins such as 1c or 2c – for example, Swiss francs or Australian
dollars. For these currencies, the price must be rounded to the nearest available value, such as 0c or 5c.
Updating Pricing
You can update the pricing using the following options:
• Completely, which removes all manual changes.
• Keep Manual Changes, which does not remove changes that you have made.
In each case, the system checks for any updates in pricing and recalculates the total.
5.1.3 TASKS
5.1.3.1 CREATE A TAX EXEMPTION CERTIFICATE (SERVICE ORDER
PROCESSING VIEW)
Overview
You can create Tax Exemption Certificates in the SAP Business ByDesign system and assign them to the corre-
sponding sales/invoicing document.
Procedure
1. Go to the Service Orders work center and choose the Service Orders Processing view.
You can also create a Tax Exemption Certificate from the following:
• Business Partner Data and Accounts Management work center. For more information,
see, Create a Tax Exemption Certificate (Accounts View)
• Sales Orders work center. For more information, see, Create a Tax Exemption Certificate
(Sales Orders View)
• Customer Invoicing work center via quick activity from New Manual Invoice under
Common Tasks
2. Open New Service Order quick activity.

Service Orders
In the Service Orders Processing view, click New and choose Service Orders to open the New Service
Order quick activity.
Tip
You can also open the New Service Order quick activity by clicking New Service Order under Common
Tasks.
3. Enter customer account number.
1. In the New Service Order quick activity, go to the Account and Contact field and under Account, enter
the customer's account ID.
2. Under Services and Spare Parts, add a row to enter the Product ID and Quantity .
3. Click View All to view all the details of the customer.
4. Click the Pricing and Invoicing tab and then select the Invoicing subtab to see the Tax Exemption field.
4. Open New Tax Exemption Certificate quick activity.
In the Tax Exemption filed, click New to open the New Tax Exemption Certificate quick activity.
If the No Tax Exemption Certificate checkbox is already selected, uncheck it to see the
New field.
5. Enter the IDs and Dates.

1. Enter the company ID, account ID, and tax exemption certificate ID in the relevant fields. The system
retrieves and displays the country. Select the Certificate Type..
2. Enter the dates. The start date and end date is the validity period of the certificate.
3. Enter External ID and Maximum Tax Exemption Amount as stated on the certificate. If no maximum
amount or external ID is stated on the certificate, leave the fields empty.
• For France: The system retrieves and displays the tax exemption reason
• For US: Go to the Tax Exemption Reason tab and select the tax exemption
reason
6. Activate Tax Exemption Certificate.

1. Click Save and Continue to save the tax exemption certificate. The status of the certificate becomes In
Preparation.
2. Click Activate to activate the tax exemption certificate. The status of the certificate becomes Active.
3. Click Save and Close to return to the Service Orders work center.
Result
You have an activated tax exemption certificate which is ready for use.
5.2 REPORTS VIEW

5.2.1 DAILY AVERAGE SERVICE ORDER BACKLOG
Overview
This report shows the daily average service order backlog for the month-to-date or year-to-date.

Service Orders
Features
Running the Report

This report displays the daily average number of service orders that are in backlog. The average is determined by
the number of backlog service orders divided by the number of days. The backlog is calculated by adding the number
of service orders to be planned to the number of service orders to be executed.
Characteristics indicating periods such as Calendar Year or Calendar Year/Month are aggregated by re-
ported-on date.

• Service Execution Team
See Also
Reports View
5.2.2 SERVICE ORDER BACKLOG

Overview
This report shows the number of incoming and finished service orders, as well as how many of them have to be
processed or executed (backlog) and how these numbers developed over time.
Features
Running the Report

• Number of Service Orders to be Planned

Service Orders
• Number of Service Orders to be Executed

• Service Order Backlog (Total)
See Also
Reports View
5.2.3 SERVICE ORDER COMPLETION RATE

Overview
This report contrasts the incoming with the finished service orders for the past seven days.
Features
Running the Report

For each of the past seven days, this report displays the number of incoming and finished service orders.
• Number of Incoming Service Orders (Processor)
• Number of Incoming Service Orders (Service Performer)
• Number of Finished Service Orders

• Account
See Also
Reports View

Service Orders
5.2.4 SERVICE ORDER DAILY AVERAGE

Overview
Shows the daily averages of incoming and finished service orders for the month-to-date or year-to-date.
Views
• Daily Average Incoming Versus Finished Service Orders
Shows Daily Average Incoming Versus Finished Service Orders
• My Daily Average Incoming Versus Finished Service Orders (Processor)
Shows My Daily Average Incoming Versus Finished Service Orders by Processor
• Daily Average Incoming Versus Finished Service Orders (Service Performer)
Shows My Daily Average Incoming Versus Finished Service Orders by Service Performer
Features
Running the Report

This report displays the daily average number of incoming and finished service orders for the month and year to
date. The average is determined by the number of incoming or finished service orders divided by the number of
days.

• Account
See Also
Reports View

6 FIELD SERVICE AND REPAIR

6.1.1 SERVICE CONFIRMATION PROCESSING
Overview
After a service is performed, the service confirmation is used to confirm the time taken by the service performer
and the spare parts used. This data usually serves as a basis for customer invoicing (if the service items are not fixed
price) and cost accounting.
Relevant accounting information in the service confirmation is transferred to financial accounting during all stages
of the process. When a customer invoice is created, the actual revenues are posted to accounting to update the
relevant accounts. Integration with analytics enables tracking of costs and revenue, or root cause analysis.
Multiple service confirmations can be related to one order item. Therefore you can release confirmation items either
with or without order completion to track, for example, daily service consumption for an order item which requires
more than one day work.
Prerequisites
The service confirmation process requires that the following have happened:
• Warranties that exist for the customer’s product are determined and validated.
• Pricing and tax calculation are performed for the items. For warranty or goodwill, it is possible to influence the
price and cost of the requested services and spare parts.
• The installed base is updated.
Process Flow
The process flow for service confirmation processing describes the end-to-end process of handling service confir-
mations.
1. The service engineer visits the customer and repairs the product. In the Field Service and Repair work center,
the service engineer creates a service confirmation based on the order to report back the actions taken, actual
amount of working time spent, spare parts consumed, and expenses incurred. Items can be overwritten and
new items can be added to account for unplanned services, spare parts, or expenses.
2. The system sends a message to accounting that a service confirmation has been created. This allows costs and
revenues related to the service confirmation to be collected in financial accounting.
3. The spare parts are picked up by the service engineer or delivered to the customer. The service confirmation
triggers goods issue for these spare parts. Ownership of the spare parts is transferred to the customer and the
inventory is automatically updated with this information.
4. This goods issue information, as well as information on the actual services performed and working time spent,
is sent to accounting. The fixed on date, is used to post financial data to the correct period.
5. Based on the data in the service confirmation, the system triggers creation of items to be invoiced. The user can
now create a customer invoice. The system automatically forwards this information on the issued customer
invoice to update the service confirmation. The relevant accounts in accounting are also updated with the actual
revenues.

A service confirmation can also be created with a customer warranty. This process variant is used to check
for warranties valid for service reference objects. The warranty itself has an impact on the pricing as it
specifies costs assumed by the company (coverage). In this process variant:
1. The service performer creates a service confirmation with a service reference object.
2. When the service reference object is entered, the system determines a valid warranty for the reference
object.
3. The warranty is assigned to the service confirmation.
6.1.2 SERVICE ORDER PROCESSING

Overview
Process Flow
involved.

supplier.
the customer visit.
6.2 ORDER PIPELINE VIEW

6.2.1 ORDER PIPELINE QUICK GUIDE
The Order Pipeline view of the Field Service and Repair work center allows you to view a work list of sales and
service orders assigned to you, select an order and view its details, plan your route, and confirm a service order after
finishing the job.
If you are working with the Mobile Service solution, there is an external UI application which corresponds
to this work center view. For the application to run properly for your mobile user, you must have this work
center view assigned as well as the Service Confirmation view.
Business Background

Service Confirmation Processing

For more information, see Service Confirmation Processing.
Services Essentials



Request-to-Resolve
Tasks
View Your Orders to be Executed
1. Choose the Order Pipeline view, and show My Orders to be Executed.
2. The resulting work list shows the sales and service orders assigned to you Here, you access
information such as the priority, account, and description of the issue.
3. Select an order and view its details
Relevant details for executing the order are, for example the account and contact, service
location, main affected product, services to be performed and the estimated time required
to complete these services, allowed or estimated expenses for the service job, as well as
spare parts required and the availability of these parts.
Export an Order to Microsoft Excel

Schedule an Order
1. Show My Orders to be Executed.
2. Select the order that you want to schedule.
Take the order priority, availability, or other aspects such as service levels and route
optimization into account.
3. Create a follow-up appointment for the order by clicking Follow-Up , then choose
Appointment.
Depending on your system settings, scheduling an order may be done either centrally
by the service employee or decentrally by the service performer.
Plan a Route
1. Show My Orders to be Executed.
2. Select the orders that you want to include in your route.
For an overview of your day's appointments, call up the Show Calendar

view from Common Tasks.
3. Click Route Planning to open the Route Planning quick activity. In the table, the selected
orders are displayed in the sequence in which you will process them.
4. You can optimize the route by updating the sequence of orders or excluding orders from
the route.
5. To view the route as a map and print , choose one of the Available Route Planner(s).

6. Your selected route planner will open in a separate browser window.

Use the functions of the route planner to adjust the view and print the route. You can
also export the route to a Microsoft Excel worksheet.
7. Use this route information to assist you with navigation to customer sites.
Create a Service Confirmation

6.2.2 TASKS
6.2.2.1 CREATE A SERVICE CONFIRMATION
Overview
You can create a service confirmation from documents in the following views:
• Field Service and Repair work center, Order Pipeline view
• Service Orders work center, Service Order Processing view
• Sales Orders work center; Sales Orders view
• Service Entitlements work center, Contracts view
Procedure
1. Select an order or contract and click Confirm Execution to open the New Service Confirmation quick activity.
2. Check that all general details are correct. Update if necessary.
3. Check that all details in the Services and Spare Parts table are correct. Update if necessary.
a. If the service took more or less time than expected, or if you used more or less of a spare part than expected,
edit the quantity. If you are working with identified stock, you can view and update the identified stock type
and identified stock ID.
b. If you have used extra unplanned spare parts, add a row and enter the product ID and quantity. These spare
parts are treated as consumables and do not affect the stock levels.
c. If you have performed an extra unplanned service, add a row and enter the product ID and quantity.
d. If you have incurred any unplanned expenses, add a row and enter the product ID, quantity, and list prices
(expense amount = quantity x list price.)
e. If you did not consume the planned service, expense, or spare part, select the row and click Remove . If you
want to close the status for this item, set the quantity to 0, click Release and then choose With Com-
pletion.
4. Release each item in the Services and Spare Parts table by selecting the service, expense, or spare part and then
doing one of the following:
• If you have finalized the job, expense, or spare parts consumption, click Release and choose With
Completion. This changes the status of the related item to Finished and you cannot create further con-
firmations for this item.
• If you have not finalized the job, expense, or spare parts consumption, click Release and choose Without
Completion. This allows you to create future confirmations for the related service item.
You can also release the service confirmation on header level in the main menu of the service confirmation. In
this case, the release function includes an automatic save and close.
The status displayed in the header is the life cycle status. This status is made up of the fulfillment
status for service and the invoicing status. If a service has been completed but invoicing is still

open, the life cycle status remains In Process. Once the document is invoiced, the status will
be set to complete.
5. To change or add other details, such as time reporting or taxes, click View All to open the New Service
Confirmation editor.
6. Click Save to save the service confirmation, then click Close to return to the main view.
6.3 SERVICE CONFIRMATIONS VIEW

6.3.1 SERVICE CONFIRMATIONS QUICK GUIDE
When you complete the services in a sales or service order, you create a service confirmation to document the details.
The Service Confirmations view of the Field Service and Repair work center allows you to access these service
confirmations which contain information such as the incident category, time taken to complete the order, spare
parts used, and related expenses.
If you are working with the Mobile Service solution, there is an external UI application which corresponds
to this work center view. For the application to run properly for your mobile user, you must have this work
center view assigned as well as the Order Pipeline view.
Business Background
Service Confirmation Processing
For more information, see Service Confirmation Processing..

For more information, see Service Order ProcessingService Order ProcessingService Order Processing..

Services Essentials
Working with Pricing

The service confirmation editor contains a subview that allows you to flexibly define price calculation. It displays
all related price components, such as list price and customer discounts, as well as the calculations used to determine
sums such as profit margin. Some of these components, such as taxes, are read-only but you can modify other
components such as discounts and surcharges at item and product discount at total level.
For more information, see Working with Pricing in Sales and Service DocumentsWorking with Pricing in Sales and
Service Documents and Pricing in Customer Relationship ManagementPricing in Customer Relationship Man-
agement.



Request-to-Resolve
Tasks
Edit a Service Confirmation
1. Select the service confirmation that you want to update, then click Edit to open the
Service Confirmation quick activity.
2. Update the details as required, such as:
• In the Confirmation Description area, add details about the service performed.
• In the Fixed On field, update the date and time when the incident was fixed. This
date is used in accounting to ensure the posting of financial data to the proper period.
• Assign categories to the service confirmation In the Service Category and Incident
Category fields. These fields are used to classify the document for further processing
in the system. .
• Under Executed By, update the service performer or service execution team.
• In the Services and Spare Parts table, update the services, expenses, and spare parts.
3. If required, update further information by clicking View All to open the Service Confir-
mation editor.
• In Service and Spare Parts, on the Time Reporting tab (service only), enter the
time when the service started and ended. You can specify the working condition for
calculating price surcharges, for example, if you were working at an overtime rate.
You can also assign a service performer to the individual service. Whether you assign
someone from your company, or an external service performer, the Fulfillment field
is set automatically to reflect this. This field may also be set manually.
In the Service and Spare Parts table, Actual Duration field, enter the actual labor
required. The information captured here is used for future planning, for example, to
compare estimated with actual values for service delivery.
• If the inventory for a spare part is tracked on identified stock level, the identified stock
type is displayed when the part is entered in the service order. On the Part(s) Con-
sumption tab (spare parts only), you view and edit identified stock details for these
spare part items. Select from identified stock IDs related to the spare part used. If you
have consumed multiple parts with different identified stock IDs related to the same
order item, you can split the confirmation item by clicking Split Part(s) Quantity on
the Service and Spare Parts table.
• Assign categories to the service confirmation In the Service Category and Incident
Category fields. These fields are used to classify the document for further processing
in the system.
• On the . Taxes tab, edit the tax country and tax code.
• The Pricing and Invoicing view displays details required for invoicing the customer,
for example, the invoicing date and price components. Update pricing details, for
example, by adding a discount.
4. Click Save to save the updated service confirmation.
5. Click Close return to the Service Confirmations view.

Edit Services, Spare Parts, and Expenses

2. Click View All to open the editor.
3. In the Services and Spare Parts table, check the services, spare parts and expenses and
update if necessary.
a. If the service took more or less time than expected, or if you used more or less of a
spare part than expected, edit the quantity. If you are working with identified stock,
you can view and update the identified stock type and identified stock ID.
b. If you have used extra unplanned spare parts, add a row and enter the product ID and
quantity. These spare parts are treated as consumables and do not affect the stock
levels.
c. If you have performed an extra unplanned service, add a row and enter the product
ID and quantity.
d. If you have incurred any unplanned expenses, add a row and enter the product ID,
quantity, and list prices (expense amount = quantity x list price.)
e. If you did not consume the planned service, expense, or spare part, select the row and
click Remove . If you want to close the order status for this item, set the quantity to
0, then click Release and choose With Order Completion.
4. Release the services, spare parts, and expenses.
• If you have finalized the job, expense, or spare parts consumption, click Release
and choose With Order Completion. This changes the status of the related service
order item to Finished and you cannot create further confirmations for this item.
• If you have not finalized the job, expense, or spare parts consumption, click
Release and choose Without Order Completion. This allows you to create
future confirmations for the related service order item.
A service confirmation can be deleted only if it does not have any released service, spare
part, or expense item.
Add a Product to a Service Confirmation

3. Click . General , then . Account and Affected Product .
4. In the Affected Products table, click Add Row and enter the product details. You can also
remove a product by selecting the product row and clicking Remove .
Cancel a Service Confirmation

1. If you want to cancel a confirmation, for example if you made a mistake, select the service
confirmation that you want to cancel, then click Edit to open the Service Confirma-
tion quick activity.


3. Click . General , then . Main Information to enter a reason for rejection.
The service confirmation is canceled internally and all related processes reversed; it cannot
be processed further. If required, you can create another service confirmation.

6.3.2.1 WORKING WITH PRICING IN SALES AND SERVICE
DOCUMENTS
Overview
The Sales Order, Sales Quote, Customer Invoice, Return , Service Order and Service Confirmation editors
contain a tab called Pricing (Pricing and Invoicing for service order and service confirmation). This view allows
you to flexibly define the price calculation within sales and service documents. It displays all related price compo-
nents, such as list price and product discount (%) or optionally as well cost or profit margin. Some of these com-
ponents, such as profit margin or cost, are read-only but you can modify other components such as list price, product
discount (%) or surcharges at item and an overall discount (%) at total level.
Editing Price Components at Item Level

Under Item Pricing, you can view the details for each item in the sales or service document. To view the price
components for an item, click the expand icon in the Item column. You can edit some price components or add a
row to define another price component.
Depending on your business configuration and settings, the item price components include:
• List Price: Determined from either a base price list, distribution-chain-specific price list, or customer-specific
price list. You can create price lists in the Price Lists sub view of the Pricing view in the Product and Service
Portfolio work center.
• Product Discount (%): Calculated either automatically from all relevant discount lists or alternatively, man-
ually added as product discount. If you add a manual discount, the system adds the manually entered discount
to the automatically determined discounts from the discount list. A discount can be created as master data in
the Discount List sub view of the Pricing view in the Product and Service Portfolio work center.
• Cost: Retrieved from the product valuation. This value cannot be edited in the Pricing view.
• Cost Estimate: You can edit this price component manually in the Pricing view for profit analysis reasons for
project based services and entitlements.
• Profit Margin: Calculated by subtracting cost from revenue. This value cannot be edited.
• Freight: The cost of transport for the item. Freight can be calculated by net weight of a product or as fixed
amount for the complete order depending on the business configuration.
• Migration Price: Only required for the migration of open sales and service documents from a legacy system.
• Quality Loss Fee: For return scenarios. If your customer sends goods back to you and claims money back, you
are able to manually define on item level a deduction for faults such as damaged goods or opened goods. This
price component can only be applied manual.
• Surcharge: Defined either as a fixed amount or percentage. Surcharges can be created as master data in Sur-
charges sub view of the Pricing view in the Product and Service Portfolio work center .
• Warranty (%) : A discount used mainly within service documents to specify that part of the amount is covered
by warranty. Warranties can be created as master data in Special Discounts, Special Surcharges sub view of

• Goodwill (%) : A discount used mainly within service documents to specify that part of the amount is covered
by goodwill. Goodwills can be created as master data in Special Discounts, Special Surcharges sub view of
• Working Condition (%) : A surcharge applied for service items when an employee is working outside normal
business hours, for example, at the weekend. Working conditions can be created as master data in Special
Discounts, Special Surcharges sub view of the Pricing view in the Product and Service Portfolio work
center .
• Customer Expected Price: This is only relevant for sales orders created through A2A or B2B message (XML
data transfer). The price is communicated from an external system and gets compared to the net price calculated
in the SAP Business ByDesign system.
Editing Price Components at Total Level

The Total Pricing section contains details about the pricing that is valid for the entire order or sales quote.
Depending on your business configuration and settings, the total price components include:
• Total Item Net Value: Calculated by adding all the item net values. This value cannot be edited.
• Overall Discount (%): Additional manual discount which applies to the total item net value.
• Restocking Fee: A fee charged to cover the cost of returning a product. This price component can only be
applied manual.
• Freight: The total cost of transport. Freight can be calculated by net weight or as fixed amount for the complete
order depending on the business configuration.
• Profit Margin: Calculated by subtracting total costs from total revenues. This value cannot be edited.
• Total: Calculated by adding complete net value plus tax. This value cannot be edited.
• Total Given Discounts: Calculated by adding all the relevant product discounts given. This value cannot be
edited in the Total Pricing section. It can be influenced by editing the product discounts at item level or overall
discount at total level.
• Rounding Difference: A value that has been lost or gained through rounding. This value is used only for
currencies that do not have low denomination coins such as 1c or 2c – for example, Swiss francs or Australian
dollars. For these currencies, the price must be rounded to the nearest available value, such as 0c or 5c.
Updating Pricing
You can update the pricing using the following options:
• Completely, which removes all manual changes.
• Keep Manual Changes, which does not remove changes that you have made.
In each case, the system checks for any updates in pricing and recalculates the total.
6.3.2.2 PRICING IN CUSTOMER RELATIONSHIP MANAGEMENT

Overview
Pricing is based on price master data such as price lists and discount lists, which are used to automatically calculate
pricing within all business documents for sales and service processes. A predefined pricing procedure is used to
determine the gross value the customer has to pay for certain products or services to be received on a certain day
at a certain place. The pricing procedure consists of price components, such as list price, discounts, surcharges,
freights, taxes, and costs. The order of these price components is essential for the calculation of the total value.
Price Components
SAP Business ByDesign contains a predefined set of price components, most of which you can activate through the
business configuration. Price components can be:

• Automatically determined by the system and non-editable, for example, tax

• Automatically determined by the system and able to be overwritten by the user, for example, list price or
automatically-determined product discounts
• Manually entered by the user, for example, a restocking fee or a manually-entered product discount
The manual behavior is influenced by the Manual flag in the business configuration for pricing. If the Manual flag
is set, the system does not find the price component automatically and it must be added manually by the user.
The following sections show the set of price components that may display depending on your configuration.
List Price
This price component is naturally the first step of a pricing procedure, because many price components such as
discounts or surcharges depend on it. To determine the net list price, the system checks all price lists that fit the
parameters passed from the sales or service document. These parameters are customer, customer group, distribution
chain, and date.
Price lists can be customer specific, distribution chain specific, and base price lists. The price lists are maintained as
price master data, have a validity period, and need to be released before they are active.
Because the customer may have special prices, the system checks first for a customer-specific price list. If there is no
customer-specific price found, then it checks for a distribution chain specific price list. Finally, if there is no distri-
bution-chain-specific price, it checks for the base price list. You have to ensure that the system can find a price for
all products or services you sell in the base price list at the very least. Prices can be manually revised within a sales
or service document, allowing you to flexibly adjust your net prices.
Product Discount (%)

To determine the discount, the system checks all discount lists that fit the parameters passed from the sales or
service document. The parameters are customer, distribution chain, customer group, product, and date. All found
discounts are considered in the price calculation.
Discount lists can be Customer Specific Discount Product, General Customer Discount, Overall Customer Group
Discount, and Customer Specific Discount Product Category discount lists.
Because the customer may have a special discount for a certain product, the system checks for a discount list with
customer product discounts.
Discounts can always be revised manually within a sales or service document, allowing you to flexibly adjust dis-
counts.

Working Condition (%)

This price component is important for service scenarios. If service performers work at nights or on weekends or
public holidays, a surcharge can be invoiced to the customer.
Surcharge
Two different price components are available for surcharges. You can define surcharges as percentages or fixed
amounts according to your needs. All surcharges can be used side by side.
Warranty/Goodwill
These price components are important within service scenarios. For example, in a service document, services or
spare parts may be covered by a warranty. The warranty or goodwill discount will be calculated based on the Coverage
field in the service document.
Quality Loss Fee

This price component is used for return scenarios. This element displays only if the Returns business topic is included
in your business configuration. If your customer returns goods which are damaged or opened, you can manually
define a deduction on item level.
Restocking Fee
This price componentis used for return scenarios. This element displays only if the Returns business topic is included
in your business configuration. If your customer returns goods, you can manually define a restocking fee for each
individual return document.
Migration Price
The migration price is needed for open sales and service documents that are migrated from a legacy system into
SAP Business ByDesign. To ensure that prices are the same in both systems, there will not be any additional calcu-
lation of this price.
Total Item Net Value

This is calculated by adding all the item net values. This value cannot be edited.
Freight
This price component covers the freight amount determined automatically or entered manually. Depending on
the business configuration settings it is possible to determine a fixed freight amount or to make the freight dependent
on the net weight of the goods you sell.
Cost and Profit Margin

Cost displays only if profit margin is included in your business configuration. Cost is basically derived from financials
and makes the calculation of the profit margin possible.
Overall Discount (%)

The overall discount (%) is an additional general discount applied to the total item net value. This can only be
applied manually.
Total Net Value

This is calculated by adding all the item net values plus freight, without considering taxes. This value cannot be
edited.

Total Given Discounts

This is calculated by adding all the relevant product discounts given. This value cannot be edited directly by the
user. It can be influenced by editing the product discounts at item level.
Rounding Difference
This is a value that has been lost or gained through rounding. This value is used only for currencies that do not
have low denomination coins such as 1c or 2c – for example, Swiss francs or Australian dollars. For these currencies,
the price must be rounded to the nearest available value, such as 0c or 5c.
Tax
This price component covers all requirements in regards to taxation. All taxes are calculated according to legal
requirements and the results of this calculation are put into this price component.
Total
This is calculated by adding the total net value plus tax.
Price Calculation
Pricing is centrally implemented in SAP Business ByDesign and linked to all relevant business processes. The pro-
cedure is predefined and you cannot modify the procedure or create a new one.
The pricing procedure controls which price components are automatically calculated for the relevant business
documents, such as sales quotes, sales orders, and service orders. It contains the most commonly-used price com-
ponents, including product prices, discounts, surcharges, and tax. These various kinds of price components can be
combined and control the price calculation process.
The pricing procedure also contains the sequence in which the system takes these price components into account
during pricing. It calculates the gross and net prices and taxes. The pricing procedure also determines:
• Which subtotals will be considered during pricing
• To what extent pricing can be processed manually
• Which method the system uses to calculate percentage discounts and surcharges
• Which requirements for a particular price component must be fulfilled before the system takes the element
into account. For example, freights are not considered for service items.
Currency and Quantity Conversion

During the price calculation, currency conversion occurs if the currency of the price master data differs from the
document currency, depending on the exchange rates maintained as master data. The document currency is de-
faulted from the account master sales data.
In addition, during the price calculation, quantity conversion occurs if the unit of measure requested in the docu-
ment differs from the price unit maintained in the price list. A prerequisite is that the quantity conversions are
maintained in the product or service master data. For example, product master data maintains a quantity conversion
“1 pallet = 20 each”, the price list specifies a price unit of “$50/1 each”, and the sales order requests 5 pallets - in this
case, the 5 pallets are converted to 100 units and price is calculated at $5000.
Scales
You can define scales for prices and discounts which depend on different quantities. The scale you use determines
how values are calculated. For example, you can use a scale to define that a single boiler costs $500, but if you buy
at least 10 boilers the price decreases to only $450 per unit. You can also define scales for freights, which depend, for
example, on the sales order value.

Example
Kate Jacob is a sales representative for Akron Heating Technologies Inc., with responsibility for maintaining prices
and discounts. She creates a base price list for boilers, including the AHT boiler priced at $500/1 each.
Miller and Son is an important customer of Akron Heating. Because the company orders often and in high quantities,
Kate creates a Customer Product Category discount list for Miller and Son, with a 5% discount on all boilers.
Miller and Son order two AHT boilers from Akron, so Kate creates a sales order. The system checks the relevant
price lists, and finds the price of $500/1 each; so the price for two boilers is $1000. It also checks the customer product
category discount list, and finds that a 5% discount should apply. Therefore the total item net value is $950.
However, there is a special offer at the moment, so Kate manually changes the product discount from 5% to 10%.
This overwrites the original discount, so the price is $900.
See Also
Price Agreements for Customer Contracts
6.4 REPORTS VIEW

6.4.1 SERVICE ORDER DAILY AVERAGE
Overview
Shows the daily averages of incoming and finished service orders for the month-to-date or year-to-date.
Views
• Daily Average Incoming Versus Finished Service Orders
Shows Daily Average Incoming Versus Finished Service Orders
• My Daily Average Incoming Versus Finished Service Orders (Processor)
Shows My Daily Average Incoming Versus Finished Service Orders by Processor
• Daily Average Incoming Versus Finished Service Orders (Service Performer)
Shows My Daily Average Incoming Versus Finished Service Orders by Service Performer
Features
Running the Report

This report displays the daily average number of incoming and finished service orders for the month and year to
date. The average is determined by the number of incoming or finished service orders divided by the number of
days.



• Account
See Also
Reports View
6.4.2 SERVICE ORDER COMPLETION RATE

Overview
This report contrasts the incoming with the finished service orders for the past seven days.
Features
Running the Report

For each of the past seven days, this report displays the number of incoming and finished service orders.

• Account

See Also
Reports View


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SAP BUSINESS BYDESIGN

3 Service Entitlements ..................................................... 29

4 Service Desk ................................................................. 52

PUBLIC • © 2011 SAP AG. All rights reserved. • 2

4.2.3 Tasks .................................................................................................................... 67

5 Service Orders .............................................................. 80

6 Field Service and Repair ................................................ 116

PUBLIC • © 2011 SAP AG. All rights reserved. • 3

6.1.1 Service Confirmation Processing ......................................................................... 116

PUBLIC • © 2011 SAP AG. All rights reserved. • 4

PUBLIC • © 2011 SAP AG. All rights reserved. • 5

2.1 EXPORT BUSINESS DATA USING MICROSOFT EXCEL

PUBLIC • © 2011 SAP AG. All rights reserved. • 6

PUBLIC • © 2011 SAP AG. All rights reserved. • 7

Field Service and Repair

PUBLIC • © 2011 SAP AG. All rights reserved. • 8

PUBLIC • © 2011 SAP AG. All rights reserved. • 9

• Payment by direct debit

Order-to-Cash (Services) with Third-Party Execution

Field Service and Repair with Third-Party Execution

System Activities to Set Up Service Scenarios

PUBLIC • © 2011 SAP AG. All rights reserved. • 10

Order-to-Cash (Services) Scenario

Field Service and Repair Scenario

PUBLIC • © 2011 SAP AG. All rights reserved. • 11

Access Rights for Employees (optional)

PUBLIC • © 2011 SAP AG. All rights reserved. • 12

Responsibilities for Teams and Employees (optional)

Products, Services, Spare Parts, Expenses, and Entitlements

Item Group NORM – Finished Product

PUBLIC • © 2011 SAP AG. All rights reserved. • 13

Item Group PICK – Spare Part Pick-Up by Service Performer

Item Group SHIP – Spare Part with Pre-Delivery

PUBLIC • © 2011 SAP AG. All rights reserved. • 14

Item Groups XFIX and PXFX– Fixed Price Expenses

Item Group ETFX– Fixed Price Entititlements

Item Group ETFC — Fixed Price Entitlements with Confirmation

Item Group ETTM – Entitlements Invoiced on Time and Material Basis

Changing Item Types in a Sales or Service Order

PUBLIC • © 2011 SAP AG. All rights reserved. • 15

Logistics / Service Cost Accounting

PUBLIC • © 2011 SAP AG. All rights reserved. • 16

Logistics / Service Cost Accounting

PUBLIC • © 2011 SAP AG. All rights reserved. • 17

Logistics / Service Cost Accounting

PUBLIC • © 2011 SAP AG. All rights reserved. • 18

Logistics / Service Cost Accounting

PUBLIC • © 2011 SAP AG. All rights reserved. • 19

Cost Accounting with Products

Cost Accounting with Expenses

Cost Accounting with Services

Set up in Business By-

PUBLIC • © 2011 SAP AG. All rights reserved. • 20

Cost Accounting with External Service Agents (Third-Party Costs)

PUBLIC • © 2011 SAP AG. All rights reserved. • 21

Setting Up Master Data

Labor Resource Scenarios in CRM Documents

PUBLIC • © 2011 SAP AG. All rights reserved. • 22