SAP CRM Service Manager 3.1 Mobile App Extended Feature List An extended list of all the features included in the default delivery of the SAP CRM

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1 SAP CRM Service Manager 3.1 Mobile App Extended Feature List An extended list of all the features included in the default delivery of the SAP CRM Service Manager Mobile App

2 TABLE OF CONTENTS SECTION 1: OVERVIEW OF THE SAP STANDARD PROCESSES AND MOBILIZED PROCESSES... 3 SECTION 2: PROCESS SERVICE ORDERS... 6 SECTION 2.1: TECHNICAL OBJECT STRUCTURE FOR SERVICE ORDER SECTION 3: INVENTORY STOCK COMPONENT SECTION 3.1: TECHNICAL OBJECT STRUCTURE FOR STOCK COMPONENT SECTION 4: OTHER FEATURES SECTION 5: SAP PRODUCT AVAILABILITY MATRIX

3 SECTION 1: OVERVIEW OF THE SAP STANDARD PROCESSES AND MOBILIZED PROCESSES Standard CRM Service Process SAP CRM Create Quotation Create Service Quotation Confirm Service Quotation Process Service Orders Create Invoice Maintain Stock Mobilized SAP process Non-mobilized SAP process 2013 SAP AG. All rights reserved. Customer 1 3

4 Standard Mobilized CRM Service Process (Process ) SAP Service Manager Service Order (SO) created in SAP Assignment with status INFORMED created in RPA SO and Assignment downloaded to mobil device ( Download) Service Technician(ST) views the SO details ( View) ST decides if SO can fulfilled SO removed from the device on next Transmit ( Download) ST sets the assignment status to REJECT (Assignment Status Processing ) No ST sets the assignment status to START (Assignment Status Processing ) ST arrives on site and sets the assignment to ONSITE (Assignment Status Processing ) ST starts driving and sets the assignment to ENROUTE (Assignment Status Processing ) ST sets the assignment status to ACCEPTED (Assignment Status Processing ) Yes ST conducts service: enters notes, changes address, creates confirmation (SO and Confirmation Processing ) On service completion, ST completes the confirmation and obtains customer signature (Confirmation Completion) SO assignment completed in SAP SO and assignment removed from the device ( Donwload) ST sets the assignment status to HOLD (Assignment Status Processing ) ST sets the assignment status to INCOMPLETE (Assignment Status Processing ) SO assignment completed on the device (Confirmation Completion) Mobilized SAP process Non-mobilized SAP process 2013 SAP AG. All rights reserved. Customer 2 4

5 Standard Mobilized CRM Service (Inventory Stock Component) SAP Service Manager ST processes the Service Order ST views stock in van (View Stock) Stock exists in van? Yes ST creates confirmation No ST searches for external stock (View External Stock) Stock exists with other ST? Mobilized SAP process Non-mobilized SAP process Stock transfer between STs (Transfer/STO Processing) 2013 SAP AG. All rights reserved. Customer 3 5

6 SECTION 2: PROCESS SERVICE ORDERS Mobile App Feature Description of the default Mobile configuration Version SAP Backend Reference Transaction Mobilized Subset of SAP Backend ReferenceTransaction Initial transmit (Synchronization) has taken place and data has been downloaded on the mobile device. Every transmit afterwards will download only new/changed data on the device. By default, the Service Manager application determines the to be downloaded based on the RPA assignment. Configuration of filters for download can be done in the Configuration Panel SERVICE ORDER PROCESSING Download The Service Orders are downloaded to the device either via the user manually triggering a Transmit OR via Push s are downloaded based on the configured assignment type and Statuses. s are removed from the devices based on the configured Statuses 3.1 N/A The following assignment types are supported: - LRP Service Assignment (default) - Partner Responsible The following statuses are supported for the LRP Service Assignment type: - Download: The order will be downloaded when the corresponding assignment is in status INFORMED. It will remain on the device through all statuses except COMPLETED, ASSIGNED, DECLINED and RECEIVED - Removal: The Order will be removed from the device on the following Assignment statues: COMPLETED, ASSIGNED, DECLINED and RECEIVED The following statuses are supported for the Partner Responsible assignment type: - Download: The will be downloaded when it is in status RELEASED. It will remain on the devices for all the statues except those in the Removal List - Removal: The will be removed when the System Status is COMPLETED or Application Status is one of the following: COMPLETED, ASSIGNED, DECLINED and RECEIVED Specific Process Types can also be configured for download in the Configuration Panel 6

7 View Each Service Order can be selected for viewing its details. 3.1 CRMD_ORD ER / CRM Web UI: Processing The following details of the Service Order are downloaded to the device: - Header: Description, Sold-To-Party, Contact Person, Phone Number, External Reference, Requested Start, Requested End - Header Contract: ID, Description - Header Warranty: ID, Description - Header Categories: Category 1, Category 2, Category 3, Category 4 - Header Notes (as configured for download): Note ID, Note Type, Note - Item: Item ID, Product ID, Quantity, Unit - Business Partners: ID, Partner Name, Partner Function, Organization - Business Partner Address: Address (Street, City, Postal Code), Building, Floor, Roon, Phone, Extension, Map - Reference Objects: ID, Description, Product ID, Component ID - Installed Base Details: ID, Description, Category, External ID, Status - Installed Base Address: Address (Street, City, Postal Code), Building, Floor, Room, Phone, Fax, Map - Products: ID, Description, Quantity, Unit - Objects: ID, Description - Text: ID, Description - Confirmation Header: ID, Status, Description, Notes - Confirmation Item: Item Number, Status, Product, Product Description, Quantity, Unit, Duration - History (all the Service Orders associated with the current Order Reference Objects): Service Order ID, Partner (Employee Responsible), Posting Date, Status, Description. Number of History Records to be downloaded per Service Order can be configured - History Item: Number, Product ID, Product Description, Quantity, Unit, Posting Date, Net Value, Warranty Description Note: Refer to Hierarchy Diagram for additional details 7

8 Assignment Status Processing For LRP Service Assignment type, the Assignment can go through various status changes 3.1 CRM Web UI: Resouce Planning Application Each mobile status can be mapped to System or User Statuses in SAP which then gets set on the Assignment. If the status is not mapped to an SAP status then the status change is only captured on the mobile application. The statuses are maintained in tables in the Add-on package The supported statuses on the mobile application and their corresponding mappings are as follows: ACCEPTED - I1061 DECLINED - I1060 ENROUTE - not mapped IN PROCESS - not mapped HOLD - not mapped ONSITE - I1062 INCOMPLETE - not mapped Processing Confirmation Processing The Service Techinician can edit a few fields of the Business Partner address and Reference Object Address The Service Technician can add Notes to the Header The Service Technician can select the items from the Service Order and create a confirmation. Following the confirmation creation, the Technician can add additional adhoc items to the confirmation. The Technician can also re-select the items from the to add to the existing confirmation. Items that have been added and not yet posted to SAP can also be 3.1 CRMD_ORD ER / CRM Web UI: Processing 3.1 CRMD_ORD ER / CRM Web UI: Processing Status changes on the are NOT supported Editing of the following Address fields is supported: Building, Floor, room, Phone, Extension, Fax, Fax Extension Notes: The Note types to be supported can be configured in the Configuration Panel The following fields are supported when creating a confirmation: Confirmation Header: Description, Profile, Schema, Category 1, Category 2, Category 3, Category 4, Note Confirmation Item: Description, Product Type Selection (Products configured in COMC_PR_TYPE_T. The required product type filters can be configured in the Configuration Panel), Product Hierarchy, Product Category, Product, Accounting Indicator, Quantity, Unit of Measure, Duration (for Service Items) Some of the fields on the screen are available to help the user narrow down the set of selectable values (eg. Product Type, Hierarchy, Category are used to narrow down the Product set). These fields may not be posted to SAP 8

9 deleted The user can also edit the Header Information after the confirmation is created Confirmation Completion The Service Technician can Complete the confirmation from the mobile device and obtain the Customer signature when doing so 3.1 CRMD_ORD ER / CRM Web UI: Processing Confirmation Status change to COMPLETED (I1005) is supported. The Technician can specify if Signature Capture is required. If so, Signature capture is supported. The Signature is saved as a.bmp file and is stored as an attachment to the Confirmation 9

10 SECTION 2.1: TECHNICAL OBJECT STRUCTURE FOR SERVICE ORDER Header Description, Sold-To-Party, Contact Person, Phone Number, External Reference, Requested Start, Requested End, Contract ID, Contract Description, Warranty ID, Warranty Description Notes Note ID, Note Type, Note Items Item ID, Product ID, Quantity, Unit Categorization Categorization ID, Catalog, Category Level, Code, Code Group, Text, Subject Profile (Up to 4 Category levels) MainAddress Address (Street, City, Postal Code), Building, Floor, Roon, Phone, Extension (Main Reference Object address OR the Sold-to-Party address) Business Partners ID, Partner Name, Partner Function, Organization Address Address (Street, City, Postal Code), Building, Floor, Roon, Phone, Extension Confirmations (Header) ID, Status, Description, Notes Items Item Number, Status, Product, Product Description, Quantity, Unit, Duration History (Header) ID, Partner (Employee Responsible), Posting Date, Status, Description Items Number, Product ID, Product Description, Quantity, Unit, Posting Date, Net Value, Warranty Description Reference Objects ID, Description, Product ID, Component ID Installed Bases ID, Description, Product ID, Component ID Object Components ID, Description Products ID, Description, Quantity, Unit Text Components ID, Description Address Address (Street, City, Postal Code), Building, Floor, Roon, Phone, Extension 10

11 SECTION 3: INVENTORY STOCK COMPONENT Mobile App Feature Description of the default Mobile configuration Version SAP Backend Reference Transaction Mobilized Subset of SAP Backend ReferenceTransaction Initial transmit (Synchronization) has taken place and data has been downloaded on the mobile device. Every transmit afterwards will download only new/changed data on the device. The Stock component integrates into ECC. It enables the Service Technician to view stock within their Vehicle as well as stock with other users. The mapping between the Technician's Service Org and the ECC Plant/Storage Location must be maintained in the OFIC_PLANT_SRV table. From stock tab, technician can control his own vehicle/trunk stock like look-up/search products for current inventory, transfers from his vehicle stock into another technician, search and receives STO's. The vehicle stock is downloaded and stored as a Complex table on the device Transfer from external trunk/technician. It is always on-demand search INVENTORY STOCK COMPONENT View Stock Technician will be able to search for a stock which are both serialised and nonserialised material. 3.1 MMBE The following Search criteria is supported: - Product Category - Product - Serial Number - Quantity The following fields are available for viewing: - Material Number - Quantity - Unit - Description - Stock Types - Serial Numbers (for Serialized Material) View External Stock The technician can search for Stock in a different Technician's vehicle 3.1 MMBE The following Search criteria is supported: - Plant - Partner - Product (From - To) - Serial Number - Quantity The following fields are available for viewing: - Material Number - Quantity - Description - Plant - Storage Location - Stock Types - Serial Numbers (for Serialized Material) 11

12 Transfer / STO Processing - Transfer from Me Transfer / STO Processing - Transfer to Me This is done from the Stock List after toggling one or more stock lines to checked (True) - The From Partner must be the current Mobile User - The Plant and Storage Location of all selected Stock Item Lines must match the current Mobile User s Plant and Storage Location from CTBusinessPartner - All selected Stock Item Lines must come from the same Plant and Storage Location This is done from the External Stock List after toggling one or more external stock lines to checked (True) - The To Partner must be the current Mobile User - The Plant and Storage Location of all selected Stock Item Lines must match the From Partner s Plant and Storage Location from CTBusinessPartner - All selected External Stock Item Lines must come from the same Plant and Storage Location 3.1 MIGO (Transfers) - 301: Single step Sloc to Sloc transfer 3.1 MIGO (Transfers) - 301: Single step Sloc to Sloc transfer The following fields are supported for input: - Header Text - Business Partner(BP) From - Plant From (read only and defaulted based on the BP Plant) - Storage Location From (read only and defaulted based on the BP Storage Location) - Business Partner(BP) To - Plant From (read only and defaulted based on the BP Plant) - Storage Location From (read only and defaulted based on the BP Storage Location) - Material number is selected from the toggled set - Material Quantity - Serial Number The following fields are supported for input: - Header Text - Business Partner(BP) From - Plant From (read only and defaulted based on the BP Plant) - Storage Location From (read only and defaulted based on the BP Storage Location) - Business Partner(BP) To - Plant From (read only and defaulted based on the BP Plant) - Storage Location From (read only and defaulted based on the BP Storage Location) - Material number is selected from the toggled set - Material Quantity - Serial Numbers 12

13 Transfer / STO Processing - Create Stock Transport Order (STO) Adding a local STO is done from the External Stock screen. - STOs can only be added when external stock product lines have been fetched to the client, and at least one line has be toggled (checked) as True Local STOs can also be edited and Deleted 3.1 ME21N (PO create) The following fields are supported for input: - Header Text - Plant (read-only defaulted from the user's Plant) - Purchasing Org (Drop down values from table T024E) - Purchasing Group (Drop down values from table T024) - Storage Location drop down - Quantity - Material number is selected from the toggled set - Serial Numbers Validation Rules exist to verify the toggled external stock lines for correctness before allowing a local STO to be created for these items: - All External Stock selections must come from the same Plant to initiate a Stock Transport Order - There are no Storage Locations defined to receive one or more of the selected Materials. Please correct. - All items are checked to make sure they exist in CTStock which is the Mobile User s list of valid Products The same set of fields are available for Editing 13

14 Transfer / STO Processing - Search STO The user can search for STOs for receipt. The STO list screen can be invoked from both the Stock and External Stock tab. This is an on-demand search 3.1 ME23N The following fields are supported as search criteria: - Document Number - Product (Product drop down list) - Plant From (Plant drop down list) - Storage Location (Drop down list) - Document Date (From and To) - Delivery Date (From and To) - Open Only (check box) The following fields of the STO can be viewed: Header: - Plant From - Purchasing Org - Purchasing Group - Header Text Item: - Material Number - Quantity - Storage Location To - Item Text - Received Receipts: - Material Document Number - Note - Header Text - Document Date Transfer / STO Processing - Receipt against STO Receiving STO is done from the Stock list after toggling one or more stock lines. On client from the stock tab, by selecting "View STO" technician can enter the material document number and other search criteria to pull down STO's from SAP that are ready to be received. - Once an STO has been fetched to the device, you can View the lines - Choose a line and hit the Status button to get additional status information about the receiving status of this particular line 3.1 MIGO - GR against PO (101) The following fields are supported for input during the Receipt: - Header Text - Delivery Note - Storage Location (Drop down list) - Quantity - Text - Generate Serial Numbers (check box) - Serial Numbers if applicable There are 6 different possible states for a line as checked by validation rules in the during the receipt: - Cannot receive against a local STO - STOs can be added from the External Stock tab after external stock lines have been toggled as checked - Cannot receive against STO if all Items have been set to Delivered Complete - Receipt is not possible when quantity Issued is zero - Storage Location is not defined to 14

15 receive this Material Number - All available Stock already received 15

16 SECTION 3.1: TECHNICAL OBJECT STRUCTURE FOR STOCK COMPONENT Stock Material Number, Quantity, Description, Plant, Storage Location, Product GUID, Product ID Transfer Header ID, Business Partner From, Business Partner To, Document Date, Header Text, Plant From, Plant To, Storage Location From, Storage Location To Serial Numbers Serial Number, Equipment Number Transfer Items Item Number, Material, Description, Quantity, UOM, Stock Key, Original On Hand Stock Types ID, Type, Material Number, Stock Key Serial Numbers Serial Number, Equipment Number STO Header ID, Header Text, Plant, Purchasing Org, Purchasing Group, Delivery Complete, Delivery Partial, Return Items ID, Item, Plant, Storage Location, Material, Quantity, UOM, Delivery Available, Delivery Complete, Issued Qty, Description, Material Document Header Document Date, ID, Delivery Note, Header Text, Posting Date, STO Number Material Document Items Item Number, Material, Description, Quantity, UOM, Plant, Storage Location, Auto Serial Number, Original On Hand Serial Numbers Serial Number, Equipment Number 16

17 SECTION 4: OTHER FEATURES Mobile App Feature Signature Capture Description of the default Mobile configuration Version All versions SAP Backend Reference Transaction Requirements/Additional Comments This feature is part of the Confirmation Completion function Bar Code Scan All versions Only fields which could potentially have scannable labels are scanenabled (eg. Materials). Details of scan-enabled fields and additional fields to be enabled for scanning can be discussed during the Requirements Gathering Phase Languages Supported English 17

18 SECTION 5: SAP PRODUCT AVAILABILITY MATRIX Product Name SAP Service manager 4.0 SAP Vehicle Stock Device OS supported ios 5 and above, Android 2.3.x and above, Windows 7 and above, Windows CE 5 and above ios 5 and above, Android 2.3.x and above, Windows 7 and above, Windows CE 5 and above SAP Backend requirements SAP CRM 7.0 Ehp0+ upto SP11; WFM core 2.0+ upto SP16 ECC 6 Ehp0+ upto SP15 Mobile Platform Server OS Windows 7 and above, Linux Windows 7 and above, Linux 18

19 SAP AG. All rights reserved. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company. Crossgate, EDDY, B2B 360, and B2B 360 Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty..

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