field service and repair(1)

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Service and Repair

Business Scenario Explorer Introduction

Basic Design

Scenario Graphic

Navigation Pane

Content Area

The Scenario Explorer provides you with comprehensive information about the various aspects of a scenario. Use the navigation pane to learn more about the following:

Scenario and Processes (details about the scenario, processes, and process steps – click here)

Business Areas (details about where in the system you perform specific tasks – click here)

Business Value (details about the major benefits of using the SAP Business ByDesign solution for the scenario - click here)

Scenario Flow (graphic depicting the entire scenario flow – click here)

The Scenario Explorer is highly interactive – you are able to focus on the topics you are most interested in, navigate to related documents (such as process demos), or display mouse-over information for specific elements.

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Interactive Design

Use the navigation pane to select major topics

Click chevrons for process details

Click area icons to focus on specific areas

Use the Info buttons for more information

Handling Service Requests

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Service and RepairScenario Overview

Handling an Incoming Customer Inquiry

Executing Services

Creating and Planning Service Orders

Creating Down Payment Request - Customer

Confirming Service Execution

Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Open Legend

Scenario Flow

Sales/Customer Service Representative

Scenario Description

The following business roles are involved in this scenario:

Service Planner/Dispatcher

Service Performer

Accounts Receivables Accountant

Warehouse Manager

Warehouse Operator

The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. 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 requirements, 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 partially or completely.

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 Cash Flow Management for processing due items and payments.

Click process chevrons for details

Processing Receivables and Payments

Initiating Outbound Delivery

Processing Outbound Delivery


Processing Inbound Delivery

Processing Inbound Delivery Notification

Goods Movement

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Dispatching and Scheduling Orders Creating Customer Invoices


Service and RepairScenario Overview


Executing Services




Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Sales/Customer Service Representative

Scenario Description

The following business roles are involved in this scenario:

Service Planner/Dispatcher

Service Performer


The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. 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 requirements, 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 partially or completely.

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 Cash Flow Management for processing due items and payments.








Goods Movement

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Warehouse Manager

Warehouse Operator

Open Legend

Warehouse Manager

Warehouse Operator<Role Name><Role Name> <Role Name>

Legend

Process mainly driven by the user

Process mainly driven by the system

Manual process not supported by the system

Process that communicates with third-party software (mouse-over for details)

Process with relevance to Financials

Related scenario

Info button with more information

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Service and RepairProcess Details: Handling an Incoming Customer Inquiry

Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Process Description

The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail, or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.

Performed bySales/Customer Service Representative

In the Work CentersAccount Management Groupware (Outlook) Collaboration Window

Further Information

Executing Services











Goods Movement

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Dispatching and Scheduling Orders

Creating Customer Invoices

Handling an Incoming Customer Inquiry via Telephony Channel

Receive an incoming call and log an inquiry

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Service and RepairProcess Details: Handling an Incoming Customer Inquiry

Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Process Description

The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail, or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.


In the Work CentersAccount Management Groupware (Outlook) Collaboration Window

Further Information

Executing Services











Goods Movement

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Handling an Incoming Customer Inquiry via Telephony Channel

Receive an incoming call and log an inquiry

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Handling an IncomingCustomer Inquiry via Fax or E-Mail Channel

Handling an Incoming Inquiry Manually via Activities

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Service and RepairProcess Details: Creating and Planning Service Orders

Scenario Explorer

Business Value

Business Areas

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Scenario Flow

Process Description

The Creating and Planning Service Orders business process enables your service department to create a service order when a customer calls requesting the repair or maintenance of a product. Alternatively, a service employee monitors incoming service requests and creates a follow-up order when services or spare parts are required on-site, at your own service center, or at the service center of a supplier.

Your service employee creates a service order with relevant details such as the account, affected product, location of service provision, order priority, the services and spare parts required, and related expenses that might result from the service execution, for example travel to the customer. After the order is planned, an order confirmation is sent to the customer and the order released for follow-up processes.Service employees track and monitor all processes involved in service delivery directly from the service order.

Performed byService Planner/Dispatcher

In the Work CenterService Orders

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Create a service order with incident details

Plan and submit a service order

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Service and RepairProcess Details: Dispatching and Scheduling Orders

Scenario Explorer

Business Value

Business Areas

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Process Description

The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active.

Performed byService Planner/DispatcherService Performer

In the Work CentersSales Orders Service and Repair

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Executing Services







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Dispatching and Scheduling Orders - Decentral Scheduling

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Prepare service execution

Schedule an order

Check order pipeline and plan a route

Dispatch and release an order for execution

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Service and RepairProcess Details: Dispatching and Scheduling Orders

Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Process Description

The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active.

Performed byService Planner/DispatcherService Performer

In the Work CentersSales Orders Service and Repair

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Executing Services







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Dispatching and Scheduling Orders - Decentral Scheduling

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Dispatching and Scheduling Orders - Central Schedulingi

Click here to hide process variants

Prepare service execution

Schedule an order

Check order pipeline and plan a route

Dispatch and release an order for execution

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Service and RepairProcess Details: Initiating Outbound Delivery

Scenario Explorer

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Process Description

The Initiating Outbound Delivery business process enables you to manually perform ATP checks for sales order items. Depending on the current situation the system might change the source of supply for the sales order. By releasing the confirmed scheduled lines to logistics execution you initiate the outbound delivery process.

The process step Initiating Outbound Delivery is only relevant for on-site service provision.

Performed byWarehouse Manager

In the Work Center(s)Outbound Logistics Control

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Initiate outbound delivery

Determine ship-from and check product availability

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Service and RepairProcess Details: Processing Outbound Delivery

Scenario Explorer

Business Value

Business Areas

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Scenario Flow

Process Description

Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically.The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually.

The process step Processing Outbound Delivery is only relevant for on-site service provision.

Performed byWarehouse Operator

In the Work CenterOutbound Logistics

Further Information


Executing Services








Goods Movement

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Processing Outbound Delivery - With Tasks

Create a warehouse task - outbound

Create a warehouse request - outbound

Confirm a warehouse task and post goods issue - outbound

Finalize an outbound delivery

Accept a deviation - outbound

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Service and RepairProcess Details: Processing Outbound Delivery

Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Process Description

Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically.The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually.

The process step Processing Outbound Delivery is only relevant for on-site service provision.


In the Work CenterOutbound Logistics

Further Information


Executing Services








Goods Movement

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Procure-to-

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Processing Outbound Delivery - With Tasks

Create a warehouse task - outbound

Create a warehouse request - outbound

Confirm a warehouse task and post goods issue - outbound

Finalize an outbound delivery

Accept a deviation - outbound

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Processing Outbound Delivery - Without Task Controli



Service and RepairProcess Details: Creating Down Payment Request - Customer

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Process Description

The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose.


In the Work CenterCustomer Invoicing

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Executing Services










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Create and release down payment request

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Service and RepairProcess Details: Processing Receivables and Payments

Scenario Explorer

Business Value

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Process Description

The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods.

Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared.

Performed byAccounts ReceivablesAccountant

In the Work CentersReceivablesPayment ManagementLiquidity Management

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Processing Externally-Initiated Payments by Incoming Bank Transfer

Clear a payment

Allocate a payment

Process a bank statement

Enter a remittance advice

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Executing Services










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Clear a payment

Allocate a payment



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Processing Externally-Initiated Payments by Incoming Check

Processing Externally-Initiated Payments by Incoming Check with Lockbox

Processing Externally-Initiated Payments by Multiple Incoming Checks

Processing Incoming Payments by Bill of Exchange

Processing Incoming Payments with Petty Cash

Processing Internally-Initiated Payments by Credit Card

Processing Internally-Initiated Payments by Direct Debit

Processing Receivables and Payments with Accounts Maintenance

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Further Information


Service and RepairProcess Details: Executing Services

Scenario Explorer

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Process Description

In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center.

The process step Executing Services is only relevant for on-site service provision.

Performed byServicePerformer

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Goods Movement

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Executing Services

Execute a service

Travel to a service location

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Service and RepairProcess Details: Confirming Service Execution

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Process Description

The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a supplier’s service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement.After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order.


In the Work CenterService and Repair

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Executing Services










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Confirming Service Execution - With a Service Confirmation

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Document work, track actuals and release a service confirmation

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Service and RepairProcess Details: Confirming Service Execution

Scenario Explorer

Business Value

Business Areas

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Scenario Flow

Process Description

The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a supplier’s service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement.After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order.


In the Work CenterService and Repair

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Executing Services










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Confirming Service Execution - With a Service Confirmation

Document work, track actuals and release a service confirmation

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Confirming Service Execution - With an Order

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Service and RepairProcess Details: Creating Customer Invoices

Scenario Explorer

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In the Work Center(s)Customer Invoicing

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Executing Services











Goods Movement

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Release an invoice

Transfer invoice requests

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In the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices.


Service and RepairProcess Details: Processing Inbound Delivery Notification

Scenario Explorer

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Process Description

The Processing Inbound Delivery Notification business process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. It can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN the inbound processing can always be done with or without tasks. You can process inbound deliveries with inbound delivery notifications with or without task support from the system.


In the Work CenterInbound Logistics

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Goods Movement

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Creating Customer InvoicesProcessing Delivery Notification - Parts Return

Create a parts return notification

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Service and RepairProcess Details: Processing Inbound Delivery

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Process Description

The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen.Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).

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Executing Services









Goods Movement

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Processing Inbound Delivery- Based on ASN with Task Control

Check and finalize an inbound delivery

Accept a deviation - inbound

Confirm a warehouse task - inbound

Create a warehouse task - inbound

Create a warehouse request - inbound

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Service and RepairProcess Details: Processing Inbound Delivery

Scenario Explorer

Business Value

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Process Description

The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen.Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).

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Further Information

Executing Services









Goods Movement

Expense

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Processing Inbound Delivery- Based on ASN with Task Control

Check and finalize an inbound delivery

Accept a deviation - inbound

Confirm a warehouse task - inbound

Create a warehouse task - inbound

Create a warehouse request - inbound

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Processing Inbound Delivery - Based on ASN without Task Controli



Service and RepairProcess Details: Goods Movement

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Process Description

The Goods Movement business process allows you to move products between logistics areas. This means that you can spontaneously update inventory with changes that are the result of unforeseen circumstances.


In the Work CenterInternal Logistics

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Create Goods Movement

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Executing Services





Goods Movement

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Clear a payment

Allocate a payment



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Executing Services





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Processing Externally-Initiated Payments by Incoming Check

Processing Externally-Initiated Payments by Incoming Check with Lockbox

Processing Externally-Initiated Payments by Multiple Incoming Checks

Processing Incoming Payments by Bill of Exchange

Processing Incoming Payments with Petty Cash

Processing Internally-Initiated Payments by Credit Card

Processing Internally-Initiated Payments by Direct Debit

Processing Receivables and Payments with Accounts Maintenance

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Clear a payment

Allocate a payment



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Service and RepairBusiness Areas

Scenario Explorer

Business Value

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Business Areas

Service

Supply Chain Planning and Control

Manufacturing, Warehousing, and Logistics

Cash Flow Management

Sales

Business Area Description

The SAP Business ByDesign solution offers service that differentiates your organization from the competition and increases customer satisfaction. The SAP Business ByDesign solution gives your employees a comprehensive view of customers, enabling them to deliver excellent service and meet customers’ expectations. This paves the way to follow-on sales and encourages your customers to promote your company to others. You can also use the software to::

Quickly answer customer queries and respond with instant access to information and expertise originating from multiple internal and external sources

Help ensure that customer commitments are adhered to and service delivery tasks are completed on time

Register and track your customers’ entitlement to product warranties and facilitate customer service according to legal requirements and customer expectations

Executing Services Confirming

Service Execution


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Creating Down Payment Request


Creating Customer InvoicesProcessing Receivables and Payments



Goods Movement




Scenario Explorer

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Using SAP® Business ByDesign™, you can manage your supply and demand planning, and control the material flow. On the basis of an exception-driven approach, plan and consolidate your procurement requirements, create feasible production plans, and determine and confirm realistic delivery dates. The SAP Business ByDesign solution enables you to easily define and maintain individual customer requirements and product variants. You can also use the software to:

Check product availability and confirm delivery dates by checking customer requirements against stock on hand and product supply

Combine automated operations with manual planning, and manage your resource capacity to meet production demand

Specify your processes for drop shipment and stock transfers in order to save storage and transport costs by delivering directly from your supplier


Service Execution


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You can use SAP Business ByDesign to produce products that meet your customers’ requirements and high expectations of quality while maximizing your manufacturing and logistics efficiency. The SAP Business ByDesign solution enables you to manage production, deliveries and returns, physical inventory, and stock transfers. It synchronizes supply execution data, such as work in process and inventory postings, with financials. You can also use the software to:

Enhance tracking and tracing procedures by using identified stock, such as batches or lots, as well as labeling, and logistics units

Integrate quality assurance tasks, such as final inspections, with production to determine whether a product meets predefined quality requirements

Automate processes for inbound logistics, outbound logistics, and production and decide where to use bar-code or RF readers, mobile devices, or electronic instructions


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Service Execution







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The SAP Business ByDesign solution gives you comprehensive access to customer-related information about opportunities, quotes, orders, and invoices. The SAP Business ByDesign solution enables your employees to verify product availability, perform accurate forecasting, predict future sales, and identify cross-selling and up-selling opportunities. The solution helps your sales staff focus on the most promising leads and accelerate the sales process. You can also use the software to:

Generate a sales opportunity, create a quote, calculate pricing, enter payment and shipping information, and create a sales order and invoice in a single integrated process

Maintain an online portfolio of your products and services and define price lists with flexible pricing policies

Obtain a comprehensive, 360-degree view of your customers and make effective decisions by using the provided reports and metrics


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Creating Customer InvoicesHandling an Incoming Customer Inquiry



Service Execution









Goods Movement



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Nearly every business process involves the flow of cash within your company and between your company and its external business partners and customers. The SAP Business ByDesign solution integrates and takes into consideration the financial aspect of each step of your business processes, enabling you to gain control over your cash inflow and outflow. You can also use the software to:

Centrally manage and control your payables and receivables, automate payment and clearing processes, and valuate payables and receivables in multiple foreign currencies

Quickly create tax returns using centrally managed corporate data and report declarations – and pay taxes if required

Set up expense and reimbursement policies, monitor employee expenses, and reimburse approved expenses




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Service and RepairBusiness Value

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Overview

For midsize companies providing after sales services on-site, this process is supported by alert-driven and exception-based processing.

You can increase customer satisfaction, decrease response time, lower cost to service, eliminate field service inefficiencies, reduce spare parts inventory and improve long term customer loyalty.

SAP Business ByDesign helps efficiently manage the service and repair business: From service request, assignment of personnel, service fulfillment through to settlement of invoices.

Fully integrated into the supply chain, demand planning and logistics control for spare parts ensures availability thereby minimizing the need for large spare part inventories Seamless flow of all service data from service operations to financials ensures that accounting is automatically updated by changes to service delivery, inventory levels, and payments Efficient management of warranty entitlements to speed up processing of claimsService job scheduling estimates time required to perform jobs, identifies field service team and technicians as well as planning efficient service routes Sales of 3rd party services including procurement and financial integrationImmediate invoicing after work completion is confirmed accelerates time to cash Automatic Product Registration from Outbound delivery to track serialized products Mobile Service Solution for handheld devices (Windows Mobile) via partner solution Complete, built-in analytics and reporting on service order tracking, service costs, profitability as well as service category analysis

Key Benefits

Order Assign Resolve Settle

Create Service Order

Plan & Dispatch Order

Assign Spare Parts

Release Service Order

Perform ServiceCreate Confirmation

Create Invoice Collect Payment Post To Ledger


Service and RepairScenario Flow Variant: With Services and Expenses

Legend & Variants

Work center in which process is performed

Business document flow

Process related to Financials

Related scenarios

Variants of the Scenario:

With services and expenses

With spare parts

With 3rd party

With down payments

Dotted line = optional





• Process variant1

• Process variant 2

Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Work Center

Additional Application

• Processing externally-initiated payments by incoming bank transfer

• Processing externally-initiated payments by incoming check

• … (7 more variants)

• using a service confirmation

• within order

• with central scheduling

• with decentral scheduling

Request to Resolve

Expense Reimbursement

• telephony channel

• fax-/e-mail channel

Executing Services

CollaborationWindow/

GroupwareClient

Service Orders Service and Repair

Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Dispatching and SchedulingOrders


ConfirmingServiceExecution

Creating Customer Invoice

ProcessingReceivables and Payments



Service and RepairScenario Flow Variant: With Spare Parts

Legend & Variants




Related scenarios









Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Work Center



• within order



Request to Resolve





GroupwareClient


Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Executing Services

• with task control• without task

control

• Parts return notification (pre-delivery)

• based on ASN with task control

• based on ASN without task control

Outbound Logistics

Internal Logistics

Inbound Logistics

Inbound Delivery Processing

Inbound Delivery Notification Processing


With spare parts

With 3rd party

With down payments



• … (7 more variants)Outbound Logistics Control

Outbound Logistics

Outbound Delivery Processing







Initiate Outbound Processing

Goods Movement


Service and RepairScenario Flow Variant: With Third Party

Legend & Variants




Related scenarios



With spare parts

With 3rd party

With down payments








Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Work Center


Procure-to-Pay (Services)


• within order



Request to Resolve




Executing Services


GroupwareClient


Customer Invoicing

Receivables/Cash &

Liquidity Mgt








Service and RepairScenario Flow Variant: With Down Payments

Legend & Variants




Related scenarios



With spare parts

With 3rd party

With down payments








Scenario Explorer

Business Value

Business Areas

Scenario/Processes

Scenario Flow

Work Center


Customer Invoicing

Receivables/Cash &

Liquidity Mgt




• within order



Request to Resolve





GroupwareClient


Customer Invoicing

Receivables/Cash &

Liquidity Mgt

Executing Services



• … (7 more variants)







field service and repair(1)

Documents