Service Order Quotation in CRM

You can use this business process to offer customers a service

order quotation before concluding the actual service order. This gives
customers the opportunity to find out more about prices and delivery
conditions before agreeing to the service order.

Process Flow

1. Create quotation (SAP CRM)

You create a service order quotation as a new service process.
2. Maintain reference object (SAP CRM)
You enter a reference object for the service order. For example, this could be an
installed base, and installed base component, a product, or an individual object.
3. Select counter and create counter reading (SAP CRM)
If counters are relevant for the reference object, you enter the counter readings.
4. Maintain codes (SAP CRM)
You can maintain predefined damage codes and reason codes. You can also enter
detailed damage descriptions and descriptions of activities performed.
5. Determine valid warranty (SAP CRM)
You check whether a valid warranty exists for the reference object. The relevant
services and service parts and their related discounts are defined in the warranty.
The internal recipients to whom the incurred costs should be charged are also
defined in the warranty.
6. Select product service letter (SAP CRM)
You select product service letters (PSLs) if you want to enter services to be performed
so that previously identified or predictable damage to the reference objects can be
repaired, or so that costly repairs and possible damage can be avoided.
7. Search template and copy template items (SAP CRM)
You search for service order templates that were created previously for services that
are used often. If you find a service order template, you copy the relevant items from
the template into your service order quotation.
8. Create service or sales order quotation item or in-house repair steps (SAP CRM)
In the service order quotation, you create service order items, sales order items, or
in-house repair steps.
9. System determines contract (SAP CRM)
The system determines whether a valid service contract exists.
10. Run availability check for sales items or service parts (SAP ECC)
SAP ERP Central Component (SAP ECC) determines whether sales products and
service parts are available.
11. Configure product (SAP CRM)
You enter products in the items and configure these products.
12. Determine and maintain conditions (SAP CRM)
 You maintain the conditions for pricing in the items.
13. Set status of quotation (SAP CRM)
You set the status of the service order quotation to Quotation.
14. Send quotation to customer (SAP CRM)
You send the service order quotation to the customer.
15. Monitor status of quotation (SAP CRM)
You track the status of the quotation.
16. Convert quotation to service order or in-house repair steps (SAP CRM)
You convert a service order quotation to a service order or in-house repair steps by
canceling the Quotationstatus in the quotation items and changing the status of at
least one item to Accept Quotation. The quotation items accepted by the customer
are thereby converted to service order items in the document.