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Golden Demo In-house Repair
SAP Business ByDesign Reference Systems
Demo Script
In-house Repair
Classification: Internal and for Partners
Version: 20180131
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Document Version: 20180131 2
Disclaimer
This demo script is based on the ByD Reference System for the Almika model company. There are several country versions
of the Almika ByD implementation available. The content is similar but deviates especially with respect to language support,
names and object descriptions. Sample data used in this demo script relates to the US country version – for other country
versions different data samples might be relevant.
A prerequisite for being able to fully understand this demo script and run the demo, is a sound system knowledge on SAP
Business ByDesign. General assumption is that you are familiar with the Learning Center content available in your ByD
system at: Home Self-Services – Learning Center.
Although the script has been tested carefully you might nevertheless encounter different system behavior when running a
demo in an actual Almika demo tenant.
Release Statement
This version of the demo script is released for the following country versions of the ByD Reference System for the Almika
model company:
• US – United States, as of demo release ByD 1705
• DE – Germany, as of demo release ByD 1705
• UK – United Kingdom, as of demo release ByD 1705
• FR – France, as of demo release ByD 1705
• AT – Austria, as of demo release ByD 1705
• CH – Switzerland, as of demo release ByD 1705
• NL – Netherlands, as of demo release ByD 1705
• CA – Canada, as of demo release ByD 1705
• MX – Mexico, as of demo release ByD 1705
• AU – Australia, as of demo release ByD 1705
• CN – China, as of demo release ByD 1705
• IN – India, as of demo release ByD 1705
The demo release basically is determined by the time when the demo tenant has been provisioned for demo usage, a demo
tenant provided between mid of March and mid of June 2018 is part of the demo release ByD 1802.
As of demo release ByD 1802 the release status of your ByD demo tenant can be identified in the Company-Specific-Help:
You can find a help entry “ByD <nnnn> Demo Guides <CC>” under Help – Company-Specific-Help. <nnnn> specifies the
demo release of your ByD demo tenant, e.g. ‘1802’ – released in February 2018. <CC> specifies the country version of your
demo tenant, e.g. ‘US’ – Almika US country version. The version-controlled demo guides provided in this help entry match to
the demo release and the country version of your ByD demo tenant. Please be aware that the demo guides are not specific
to the country version, only the version of the demo guide is specific to your ByD demo tenant.
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Table of Content
1. Demo Script Overview .......................................................................................................................................... 4
1. Demo Overview ............................................................................................................................................. 4
2. Intended Audience ........................................................................................................................................ 4
3. Protagonists .................................................................................................................................................. 4
4. Business Pain Points ..................................................................................................................................... 4
5. Key Messages and Value Proposition ........................................................................................................... 5
6. Story Flow Summary ..................................................................................................................................... 5
2. Technical Requirements ....................................................................................................................................... 6
1. System Access Information ........................................................................................................................... 6
2. User Accounts ............................................................................................................................................... 6
3. Demo Steps ............................................................................................................................................................ 7
1. Create Service Order for In-House Repair .................................................................................................... 7
1. Create Service Request ................................................................................................................... 7
2. Create a Service Order from the Service Request ......................................................................... 10
2. Return Processing at the Service Center .................................................................................................... 12
1. Create Inbound Delivery Notification ............................................................................................. 12
2. Assign Customer Return Document to Service Order ................................................................... 16
3. Create Service Confirmation .......................................................................................................... 19
4. Request Outbound Delivery ........................................................................................................... 20
5. Create Outbound Delivery Notification ........................................................................................... 22
6. Create Customer Invoice ............................................................................................................... 23
4. Scenario Quick Guide and Key Master Data ..................................................................................................... 26
1. Create Service Order for In-House Repair .................................................................................................. 26
1. Return Processing at the Service Center .................................................................................................... 27
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1. Demo Script Overview
1. Demo Overview
This demo script outlines the highlights of SAP Business ByDesign in a Customer Service focused business scenario and
shows you how to demo these capabilities along with their benefits and how to deliver proof of these value propositions in
your demo.
In this demo you will go through an in-house repair process to show the capabilities of this solution in an end-to-end process.
The key features that are part of this demo will help to prove the value statements for this solution. These value statements
are all related to ByDesign’s product general key features of Transparency, Adaptability and Efficiency.
These three tenets lay the foundations of Profitability and Growth, which are the main pillars of any business.
In the demo, you will present the ByDesign system from the perspective of the service agent Jack Ingersoll and will
demonstrate how to:
create a service request / service order for an in-house repair scenario
handle the customer return process
finish the repair process by maintaining the service order
send back the repaired customer product
create an invoice request for the service order
2. Intended Audience
SAP internal: Pre-Sales Solution Advisors, new hires
SAP external: CEO, Service Management, Partner Presales
3. Protagonists
The main character of this demo story is Jack Ingersoll, who is a service manager, and the demo story will take you through
typical tasks of his daily routine.
Service Manager (main Character)
Warehouse clerk (processing the inbound and outbound logistics tasks)
4. Business Pain Points
Insufficiencies related to the in-house repair process
Lack of visibility between the service repair process and the handling of customer returns
Long delays from service order to invoice due to non- integrated business processes in customer service and logistics
Low customer satisfaction regarding duration of return process and non-transparent repair handling
Service managers and clerks and managers do not know the logistics status of the return handling
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5. Key Messages and Value Proposition
Increase customer satisfaction – a fast and transparent process flow integrated in service management and logistics
Ensure profitability – reduce time-to-cash through integration to service, logistics and financials
Stay customer-focused
Overview
Give one view of the entire in-house repair process including logistics handling of customer return processes
Ensure commitments and profitability through integration to service, supply chain and financials
Ensure true customer centricity through a complete and consistent view of all information
Key Features and Associated Benefits
Built-in service management
1. Complete built-in service to resolve process with logistics impact
Built-in repair-to-invoice management
2. Gives complete visibility of the repair process and enables fast invoicing
Complete tracking of the in-house repair process including logistics handling for the customer returns
3. Helps to measure the effectiveness of repair activities
6. Story Flow Summary
The in- house repair scenario comprises the following steps:
Service agent creates a service request
Handling an incoming customer inquiry
Service agent creates a service order from the request
Warehouse manager creates an inbound delivery notification
Service agent assigns customer return document to service order
Service agent creates service con-firmation
Service agent requests Outbound Delivery
Warehouse manager creates outbound delivery notification
Service agent reviews customer return document
Service agent creates customer invoice request
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2. Technical Requirements
1. System Access Information
To run the demo, you need access to a ByD demo tenant for the Almika model company, which is available in different
country versions.
2. User Accounts
The following user accounts for ByD Almika implementation are to be used to run the demo:
Predefined User ID User Name Password Component
SERVICEPLANNER01P Jack Ingersoll (E0112) Welcome1 SAP Business ByDesign
WAREHOUSE01P Luther Loblanski (E0109) Welcome1 SAP Business ByDesign
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3. Demo Steps
1. Create Service Order for In-House Repair
1. Create Service Request
What to Say
Introduction
You are logged into ByDesign as Jack Ingersoll, the service manager of your company. You receive a phone call
from a customer who reports an issue with a gas boiler. The boiler needs to be repaired at your service center. For
this you are now going to create a service request and capture the relevant information.
Key Features and Advantages
The complete view of all registered product information and its history is available from the service request.
The capability to pull all of the relevant customer and product information very quickly, the system enables the service
planner to handle the service request efficiently and quickly.
Complete view of all customer information and history is available from the customer overview.
Form processing capabilities are also built on the efficiency concept: With very little effort, the service desk employee
creates a service request notification for the customer; the information for this document is pulled from the
service request.
Value Statement
Transparency of information allows service requests to be handled efficiently; no effort is wasted in gathering the
required information regarding the customer and the registered product.
This enables quick response times to customer requests, which, in turn leads to higher customer satisfaction and,
ultimately, more profitability.
What to Do
Log on to the system as SERVICEPLANNER01P (Jack Ingersoll).
WoC Service Desk -> Common tasks -> New Service Request:
Account: CP100110 - Silverstar
Registered Product: Select “Boiler Combi 75 V4.4” (REG_100401_CP100110)
Save the service request to obtain the service request ID.
Subject: Enter a unique description, for the purpose of this demonstration ideally containing the request ID, e.g. “SR
238 / combi 75 not working”
Incident Description tab: Enter a meaningful description, such as:
Heat output of Combi 75 is below average. Cause could not be determined. Needs to be repaired in-house at Almika.
On the Notes and History tab -> Add -> Reply to Customer: Add a note to be sent to the customer.
Text suggestion for the note:
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1. Create Service Request
Dear <Mr Sent>,
Referring to your service request (SR<no.> / Combi75) I would like to notify you that we cannot fix the problem you
described on-site at your location but will have to dis-assemble the boiler; which we can only do at our service center.
Please send the defect gas boiler Combi 75 to our service center in <Cleveland> at the following address:
<Almika Heating Cleveland>
<5, Lake Avenue>
<Cleveland OH 44124>
<United States>
Best Regards,
<…>
To demonstrate the form processing capabilities of ByDesign, click You Can Also Send Reply to Account
Click Preview and show the service request form that the customer will receive.
Click Submit.
What you Should See
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1. Create Service Request
Form generated from the service request
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2. Create a Service Order from the Service Request
What to Say
Introduction
After you have sent the service request to the customer and they confirmed the service order, you create a service
order from the request, which ByDesign makes very easy for you.
Key Features and Advantages
Follow-up functionality creates the process flow between the service request and service order.
Information from the service request is automatically copied to the service order, -no need to re-enter any data.
Value Statement
Seamless integration from service request to service order allows to efficiently manage and dispatch service issues to
the right service performer.
What to Do
WoC Service Desk -> Service Requests -> My Service Requests
Select the request you submitted before.
Create a service order from the service request by clicking Follow-Up Service Order.
Location of Service Provision: Own Service Center
Processor: Change the defaulted processor to processor ID E0103 (US: Kate Jacob).
Service Performer: Change the defaulted service performer to ID E0112 (US: Jack Ingersoll) if necessary.
In the Service and Spare Parts section, click Add Row.
Product: Repair S200108
Quantity: 2 hours
Click Submit Release to Service Execution.
Remember the ID of the service order and log off.
The next steps will be done by the warehouse manager.
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2. Create a Service Order from the Service Request
What you Should See
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2. Return Processing at the Service Center
1. Create Inbound Delivery Notification
What to Say
Introduction
Luther Loblanski, the warehouse manager at the service center for heating products, has received a return from a
customer who has problems with a faulty boiler and is going to create an inbound delivery notification and post the
goods receipt.
Key Features and Advantages
Unexpected returns without a related sales order can be handled properly in the warehouse
Customer-owned stock identification separates the product to be repaired from your company-owned stock. The value
determination of customer-owned stock is quite accurate and reliable.
The return is flagged to be repaired in the in-house repair center.
Value Statement
The logistics process for the return handling is integrated with service order processing. The responsible service
planner is thus aware of the fact that a customer return was posted as customer-owned stock in the
warehouse.
Due to this integration of logistics and service processes, the service order can be processed much faster.
What to Do
Log on to the system as WAREHOUSE01P
WoC Inbound Logistics Common Tasks -> New Customer Return Notification
Step 1: Select Outbound Delivery Items: Click Next.
Step 2: Edit Customer Return Delivery Notification
Delivery Notification ID: Enter a delivery notification ID, such as “RET SR823”
Ship-to Party: 1000 Almika Inc.
Ship-to Location: P1100 Almika Heating Cleveland
Sender: CP100110 Silverstar Wholesale Corp
Click Add Row on the Line Items tab.
Product ID: P100401 Gas Boiler Combi 75
Delivery Notification Quantity: 1 ea
Return Reason: Defective Parts
Follow-Up Activity: Repair at Own Service Center
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1. Create Inbound Delivery Notification
Note: As you choose this option, point out that the Externally-Owned Stock indicator is automatically set and the
owner of the item is displayed
Click Add Row on the Notes tab and select the note type Internal Comment.
Enter an internal comment, such as “SR 271 / Combi 75 in-house repair”.
Click Next.
Step 3: Review
Review your entries, then click Finish.
Step 4: Confirmation
In the What do you want to do next? section, click the link Post Goods Receipt for Customer Return Notification
Document …
In the Create Inbound Delivery and Goods Receipt view,
Click Propose Quantities.
Click the Item Details tab.
Under Execution, you can see the indicators for Externally-Owned Stock and for Repair.
Click Save and Close.
Remember the Inbound Delivery ID that is displayed in the system message. You may need it so you can identify
the return in the next step.
Log off. The next steps will be done by the service planner.
What you Should See
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1. Create Inbound Delivery Notification
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2. Assign Customer Return Document to Service Order
What to Say
Introduction
As soon as the customer return is posted in the warehouse, Jack is able to see the return and can assign it to the
associated service order for further processing.
Key Features and Advantages
The customer return posted in the warehouse is immediately visible for the service planner.
Efficiency by service execution without any process break throughout the returns document.
After performing the service, the outbound delivery to the end customer can be triggered by the service planner
without interrupting the process.
Document flow that ensures transparency across an entire business transaction and efficient processing of business
tasks.
Value Statement
Quick notification informs the service planner that a customer return was posted.
The service planner can efficiently execute the repair process without having to jump through different business
transactions.
The performing time from service request to resolve can be minimized.
The customer satisfaction increases due to this short resolution time.
What to Do
Log on to the system as SERVICEPLANNER01P.
WoC Service Orders Returns
Search for Today’s Returns and then identify and select the return that the warehouse manager has generated
through the inbound delivery. Check the information on the General and on the Items tabs.
Click Edit to open the Return.
On the Items tab, click Assign Reference and assign the service order that you created before.
Point out to your audience that in the Inbound area, additional information on externally owned stock appears:
Current Externally-Owned Quantity: 1 ea
Save the return and click the Document Flow tab to show the entire document flow.
Click on Preview to show the Customer Returns Notification for the customer, which notifies the customer that you
have received the goods they returned.
In the document flow, open the service order to confirm the service execution.
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What you Should See
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2. Assign Customer Return Document to Service Order
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3. Create Service Confirmation
What to Say
Introduction
In this step, Jack (SERVICEPLANNER01P) confirms the execution of the service.
Key Features and Advantages
Document flow that ensures transparency across an entire business transaction and efficient processing of business
tasks.
Value Statement
Highly automated process helps to prevent mistakes and delays.
What to Do
In the document flow of the customer return, click on the service order:
Click Confirm Execution.
Work Description: Enter a work description for the repair, for example “I have repaired the boiler by replacing control
regulation 75. Works fine now.”
In the Services and Spare Parts section, make the following entries:
Product: Repair - S200108. Adjust the time needed for the repair, if necessary.
Product: Control Regulation Unit 75 - P100201
Logistics Area: Warehouse - P1100-20
Service Category: Product Problem (10014000)
Incident Category: Functioning Problem (10014172)
Fixed On: Specify the date and time the repair was completed.
Point out to your audience that the Incident Category 10014172 - Functioning Problem is not covered by warranty.
The customer has to pay for the repair and the spare parts.
Click Release.
On service order overview screen click Edit.
Click Submit -> Complete Service Execution.
Click OK.
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3. Create Service Confirmation
What you Should See
4. Request Outbound Delivery
What to Say
Introduction
After the faulty boiler has been repaired, it needs to be sent back to its owner. Jack submits an outbound request, for
which a delivery proposal was created automatically, when he confirmed service execution. This way, he triggers the
outbound logistics process.
Key Features and Advantages
The outbound delivery proposal is generated automatically.
Value Statement
Highly automated process helps to prevent mistakes and delays.
Quick outbound delivery process increases the customer orientation of the service performing company.
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4. Request Outbound Delivery
What to Do
WoC Service Orders Returns
Search for Today’s Returns and then identify and select the return that the warehouse manager has generated
through the inbound delivery.
Click Edit.
Click the General tab.
Click the Customer Information tab and enter some information for the customer.
For example:
“Dear Customer,
Please test heating capacities upon the return of the boiler and contact us immediately if the problem persists.”
Click the Items tab and review or reschedule the planned delivery date, if necessary.
Click Save.
Click Request Outbound Delivery.
Click Submit.
What you Should See
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5. Create Outbound Delivery Notification
What to Say
Introduction
When Luther checks the list of delivery proposals, he discovers the proposal Jack submitted and goes about to finalize
the outbound delivery by posting the goods issue and enters the carrier in charge of taking the boiler back to the
customer.
Key Features and Advantages
The outbound delivery proposal is generated automatically.
Value Statement
Highly automated process helps to prevent mistakes and delays.
Quick outbound delivery process increases the customer orientation of the service performing company.
What to Do
Log on to the system as WAREHOUSE01P.
WoC : Outbound Logistics Delivery Control: Delivery Proposals
Select Return to Customer Proposals Select the required customer return from the list and click Post Goods
Issue.
In the Create Outbound Delivery and Goods Issue view, make the following entries:
Freight Forwarder: S100950 Warehouse Services Inc.
Click Propose Quantities.
In the Line Items tab, sub-tab Item Details, enter the Source Logistics Area ID: P1100-20 (Warehouse)
Click Release.
Make a note of the Outbound Delivery ID.
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5. Create Outbound Delivery Notification
What you Should See
6. Create Customer Invoice
What to Say
Introduction
The return process is now completed. The invoice for the service order can be created now.
Key Features and Advantages
The customer invoiced can be generated without any additional data entry at the end of the repair process.
Due to the fact that all warranties and discounts for repairs can be taken into account by the system, the invoice will
be correct and meet the customer’s expectations.
Value Statement
Avoiding mistakes in invoicing throughout automated processes from service order handling to invoice contributes to a
high customer retention rate.
What to Do
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6. Create Customer Invoice
Log on as SERVICEPLANNER01P
WoC Customer Invoicing Invoice Requests
Select the To Be Invoiced Invoice Requests show filter.
Select the required service order or service confirmation from the list and click Invoice.
Check the invoice data and click Save.
Click Release.
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6. Create Customer Invoice
What you Should See
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4. Scenario Quick Guide and Key Master Data
1. Create Service Order for In-House Repair
Log on as SERVICEPLANNER01P (Jack Ingersoll)
Create Service Request
Path Data to Use/Enter Activity
WoC Service Desk common tasks -> New Service Request
Account CP100110 - Silverstar
Registered Product Boiler Combi 75 V4.4
(REG_100401_CP100110)
Save
Subject Enter a description containing the
request ID, e.g. SR 238 / combi 75
Incident Description tab EXAMPLE:
Heat output of Combi 75 is below average. Cause
could not be determined. Needs to be repaired in-
house at Almika.
Enter a meaningful description, such
as in the EXAMPLE.
Notes and History tab EXAMPLE:
Dear <Mr Sent>,
Referring to your service request (SR<no.> /
Combi75) I would like to notify you that we cannot fix
the problem you described on-site at your location
but will have to dis-assemble the boiler; which we can
only do at our service center. Please send the defect
gas boiler Combi 75 to our service center in
<Cleveland> at the following address:
<Almika Heating Cleveland>
<5, Lake Avenue>
<Cleveland OH 44124>
<United States>
Best Regards,
<…>
Add a note to be sent to the
customer, such as in the EXAMPLE.
1. To demonstrate the form
processing capabilities of
ByDesign, click You Can
Also Send Reply to
Account
2. Click Preview and show the
service request form that the
customer will receive.
Click Submit.
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Create Service Order from Service Request
Path Data to Use/Enter Activity
WoC Service Desk Service Requests
Search for My Service Requests and
select the request you submitted
before.
Create a service order from the
service request by clicking Follow-Up
Service Order.
Location of Service
Provision
Own Service Center
Processor E0103 (US: Kate Jacob) Change processor ID
Service Performer E0112 Change processor ID if necessary
In the Service and Spare Parts
section, click Add Row.
Product Repair S200108
Click Submit Release to Service
Execution.
Remember the ID of the service order
and log off. The next steps will be
done by the warehouse manager.
Log off.
1. Return Processing at the Service Center
Create Inbound Delivery Return Notification
Log on as WAREHOUSE01P (Luther Loblanski)
Path Data to Use/Enter Activity
WoC: Inbound Logistics Common Tasks: New Customer Return Notification
New Customer Return
Notification
Create an inbound delivery
Step 1 : Select Outbound Delivery Items
Click Next.
Step 2 : Edit Customer Return Delivery Notification
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Path Data to Use/Enter Activity
Delivery Notification ID Enter a delivery notification ID, such
as “RET SR271”
Ship-to Party 1000 Almika
Ship-to Location P1100 Almika Heating
Sender CP100110 Silverstar
Click Add Row on the Line Items
tab.
Product ID P100401 Gas Boiler Combi 75
Delivery Notification
Quantity
1 ea
Return Reason Defective Parts
Follow-Up Activity Repair at Own Service Center Note: As you choose this option, point
out that the Externally-Owned Stock
indicator is automatically set and the
owner of the item is displayed
Click Add Row on the Notes tab and
select the note type Internal
Comment. Enter an internal
comment, such as “SR 271 / Combi
75 in-house repair”.
Click Next.
Step 3 : Review
Review your entries, then click
Finish.
Step 4 : Confirmation
In the What do you want to do
next? section, click the link Post
Goods Receipt for Customer
Return Notification Document …
Create Inbound Delivery and Goods Receipt view
Click Propose Quantities.
Click the Item Details tab.
Under Execution, you can see the
indicators for Externally-Owned
Stock and for Repair.
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Path Data to Use/Enter Activity
Click Save and Close.
Remember the Inbound Delivery ID
that is displayed in the system
message. You may need it so you
can identify the return in the next
step.
Log off.
Assign Customer Return Document to Service Order
Log on as SERVICEPLANNER01P (Jack Ingersoll)
Path Data to Use/Enter Activity
WoC Service Orders Returns
Application screen
(in ByD: WoC and view)
Search for Today’s Returns and then
identify and select the return that the
warehouse manager has generated
by the inbound delivery.
Click Edit to open the return.
Click View All.
Return: <no.> view Click the Items tab.
Click Assign Reference and assign
the service order that you created
before.
Note that in the Inbound area,
additional information on externally
owned stock appears: Current
Externally-Owned Quantity: 1 ea
Save the return and click the
Document Flow tab to show the
entire document flow.
Click on Preview to show the
Customer Returns Notification that
the customer will receive to notify
them that you have received the
goods they returned.
In the document flow, open the
service order to confirm the service
order.
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Create Service Confirmation
Path Data to Use/Enter Activity
Service order you opened in the previous step.
Service Order Overview: <#> Click Confirm Execution.
Work Description Enter a brief description for the repair,
for example “I have repaired the boiler
by replacing control regulation 75.
Works fine now.”
Services and Spare Parts section
Product Repair - S200108 Adjust the time needed for the repair,
if necessary.
Product Control Regulation Unit 75 - P100201
Logistics Area Warehouse - P1100-20
Service Category Product Problem (10014000)
Incident Category Functioning Problem (10014172)
Fixed On Specify the date and time the repair
was completed.
Click Release.
On service order overview screen
click Edit.
Click Submit -> Complete Service
Execution.
Click OK.
Click Close.
Request Outbound Delivery
Path Data to Use/Enter Activity
Document Flow of the Return Overview
In the document flow of the Return
view, click the General tab.
EXAMPLE:
“Dear Customer, Please test heating
capacities upon the return of the boiler
Click the Customer Information tab
and enter some information for the
customer as in the EXAMPLE.
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and contact us immediately if the problem
persists”.
Click the Items tab and schedule the
planned delivery date.
Click Request Outbound Delivery.
Click Save.
Click Submit.
Create Outbound Delivery Notification
Log on as WAREHOUSE01P (Luther Loblanski)
Path Data to Use/Enter Activity
WoC Outbound Logistics Delivery Control: Delivery Proposals
Select Show / Return to Customer
Proposals and click Go.
Select the required customer return
from the list and click Post Goods
Issue.
Create Outbound Delivery and Goods Issue view
Freight Forwarder S100950 Warehouse Services Inc.
Click Propose Quantities.
Enter a Source Logistics Area if
you’re prompted, for example, ID
P1100-20.
(Relevant only for some countries)
Click Release.
Make a note of the Outbound Delivery
ID.
Create Customer Invoice
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Path Data to Use/Enter Activity
WoC Customer Invoicing Invoice Requests
Invoice Requests view Select All To Be Invoiced
Requests.
Select the required service order or
service confirmation from the list and
click Invoice.
New Invoice view Check the invoice data and click
Save.
Click View All.
Click Document Flow and click the
service order ID to show the complete
extended document flow
Release the invoice.
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