How to define service product categories in SAPCRM

Define Service Products

In the CRM Service area, products can be used as follows:

 

In service orders and service confirmations, products describe:

The service to be performed or which has been performed

Spare parts

In service orders, spare parts provide additional information for the technician as to which parts will probably be required. When the work that has been performed is confirmed, an update of the stock is triggered in R/3 for these products. These are generally products with the product type MATERIAL and item category group SRVM.

Sales parts in service orders, that is products that are sold directly to customers

These are generally products with the product type MATERIAL and the normal item category groups used in the sales order (for example, NORM).

In service contracts, products describe which service has to be performed when required. For example, the service employee has to be at the customer's within four hours.

Notification processing where a description of the problem is entered and forwarded to the R/3 System. (These are scenarios from CRM Release 2.0B/2.0C, where a notification is forwarded directly to the R/3 System).

Service products can be subdivided into the following categories:

 

Service products with resources

Service products for contracts

Service products for the notification scenario

So that you can create service products in the system for the processes described above, you must first set up categories.

 

 

 

 

Activities

 

The definition of service categories is client-specific and must be performed in each client in which service products are used. To transport a hierarchy from one client to another, carry out the Customizing activity Transport Categories (Cross-Application Components -> SAP Product -> Product Category).

 

There are two options for creating service categories:

 

You are using CRM without a connection to an R/3 System

1. Check here whether there is already an entry for the product type SERVICE in the activity Assignment per Product Type for Application 'Product'.

2. If there is no entry, create a new hierarchy in hierarchy maintenance:

a) Choose Create Hierarchy

b) Enter a hierarchy name and description and save.

3. Create a new category in this hierarchy in hierarchy maintenance. You are advised to create a root category first. This will help you structure further subcategories.

a) Choose Create Category.

b) Enter a category name and description (for example, Root).

c) Save your data.

4. Using the assignment transaction, assign the new hierarchy to the product type SERVICE.

5. Go back to hierarchy maintenance and create a new category for the service products below your root category. The categories for the various service products can then be created below this category.

a) Select the root category in the new hierarchy with a double-click.

b) Choose Create Category.

c) Enter a category name (for example, SERVICE) and description (for example, Service Products).

d) Save your data.

e) Choose the tab page Category and enter the basic data as follows:

- Product type = Service

- Set Product Assignment Possible indicator

- Set Category Selectable indicator

f) Save your data.

6. Create the categories for the various service products in hierarchy maintenance. Refer to the example given below.

 

You are using CRM with a connection to an R/3 System

1. Check here whether there is already an entry for the product type SERVICE in the activity Assignment per Product Type for Application 'Product'.

a) If there is no entry, check the Assign Hierarchies to Applications activity. There is normally an entry with the following assignments:

- Application Product

- Hierarchy R3PRODSTYP

b) If this entry does not exist, ask your system administrator when Customizing will be transferred from R/3.

Caution

Do not create the hierarchy R3PRODSTYP or any other for services.

2. Go to hierarchy maintenance and create a new root category in the hierarchy assigned to the application Product. Create a new category below this for service products as described above in the steps 3 to 5.

3. Create the categories for the various service products in hierarchy maintenance. Refer to the example given below.

Example

 

You will find examples below of how categories can be created for the various service products.

 

Basic Data on Category:

- Product type = Service

- Product Assignment Possible indicator set

- Category Selectable indicator set

Example 1: Service products with resources

Set Type Set Type Desc. View ID Position

COMM_PR_SHTEXT Descriptions General 10

COMM_PR_LGTEXT1 Basic Texts General 20

CRMM_PR_SALESA Sales: Control Fields, Quantities Sales 10

CRMM_PR_SALESG Sales: Groupings Sales 20

CRMM_PR_TAX Taxes Sales 30

COMM_PR_LGTEXT2 Sales: Texts Sales 40

COMM_PR_SRV Basic Data on Service Service 10

CRMM_PR_BTR Transaction Control Fields Service 20

CRMM_PR_SRVRR Resource Requirement Service 30

CRMM_PR_SRVDUR Work Duration Service 40

 

 

Example 2: Service products for contracts

Set Type Set Type Desc. View ID Position

COMM_PR_SHTEXT Descriptions General 10

COMM_PR_LGTEXT1 Basic Texts General 20

CRMM_PR_SALESA Sales: Control Fields, Quantities Sales 10

CRMM_PR_SALESG Sales: Groupings Sales 20

CRMM_PR_TAX Taxes Sales 30

COMM_PR_LGTEXT2 Sales: Texts Sales 40

COMM_PR_SRV Basic Data on Services Service 10

RMM_PR_BTR Transaction Control Fields Service 20

CRMM_PR_SRVENT Default Values for Service Contracts Service 30

 

 

Example 3: Service products for notification scenario

Set Type Set Type Desc. View ID Position

COMM_PR_SHTEXT Descriptions General 10

COMM_PR_LGTEXT1 Basic Texts General 20

COMM_PR_SRV Basic Data on Services General 30