SAP S4 Hana Service - Contract determination during service request creation

[former_member806892]

Hi,

We have the below queries regarding contract determination:

1. Customer Interaction Center - How can we determine the existing contracts per customer/equipment in the CIC. This is required to ensure CIC agent has the info about the customer contract at the time of customer call. Is there a way to add more fields like Contract number etc. in the CIC screen?

2. Service Request - Contract determination is not happening during service request creation for customer/equipment. At Transaction header level, we have selected option D but still contract is not getting determined at service request level. Is there any setting/config required?

silvia.ventura

[Silvia_Ventura]

Hello san_0512

I can't answer the first question. Regarding the second : if you read the documentations you will see that just service order, service quotation and confirmations allow the contract dermination..Best regardsSilvia Ventura

[former_member806892]

Hi Silvia,

Yes, it seems that only above documents are relevant for contract determination. I thought as we have contract determination control in the SR, system should be able to do that, but it seems this control has no relevance. In that case, IC agent will not get any pop-up message or any system prompt at the time of the customer call that any contract exists for the said customer.

It seems the only way would be to search contract via Fiori app when customer calls in and then IC agent would be able to check for any valid contract exists or not (manual work). Is the understanding correct?

Thanks again for always providing your valuable insights into the service module. Really appreciate your help.

[Neeraj_Jain1]

Hello Sankalp Saxena,

Please refer below SAP Help link to get some insight.

https://help.sap.com/docs/SAP_CUSTOMER_RELATIONSHIP_MANAGEMENT/c22e88ebda6148978960b854b2cf747b/468b...

Regards,

Neeraj Jain

[former_member806892]

Thanks neeraj.jain16. It seems contract determination does not work at service request level.