This blog provides you an overview of key innovations in Service as a part of SAP S/4HANA Cloud 2208. I would describe the focus of Service in 2208 is to enhance user experience on various service processes.
Watch this 4 min video for top highlights.
I have updates on the followings. You can go to the section directly.
With the integration to ARM (Accelerated Returns Management), In-house repair process offers now the capability of triggering the return process from In-house repair. Customer service representative will have a new option to create a return order by using ‘Returns Order’ tile. This helps to reduce overall processing time by working on the repair quotation during the logistical steps of repair object.
Create customer returns orders by service representative on ‘Perform Precheck’
Trigger logistics process such as returns delivery and goods receipts
Reduce the processing time by managing of repair quotations while the returns order is in process
Track the availability status for devices in the return process on In-house repair
‘Perform Precheck’ provides Logistics Info after creating a returns order
- ‘Customer RMA number’
<Return Order Number>-<Repair Object number (Item number)>
Figure1: Two areas with blue box are newly introduced in In-house repair process.
Figure2: A new tile ‘Returns Order’ is enabled on ‘Perform Precheck’
Figure3: In-house repair provides the logistics info for the device after creating a returns order
Demo1: Enabling the Return Process in In-House Repair
Introducing Chargeable Diagnosis in In-House Repair
In-house repair enables an optional process of performing Chargeable Repair Diagnosis. It is possible to trigger the diagnosis process by service representative for devices which require professional analysis. The time of analysis can be billed to the customer. The detailed results support service representatives to plan the next repair steps. This increases the quality of repair quotations with a detailed analysis of the required repair activities by an expert.
Provide process steps in case a professional diagnosis in In-house repair process is required
Use ‘Actions’ on repair orders to trigger the diagnosis process
Document required service products to be used for repair quotations
Enable repair confirmations for diagnosis items for billing
Figure4: Use ‘Actions’ on repair orders to trigger a diagnosis process
Demo2: Chargeable Diagnosis in In-House Repair
Service Order Management
Forecasting Full Stock Availability of Spare Parts on Service Orders
'Check Availability' on service orders simulates the ATP check for stock spare parts in service orders when using the scenario. When requested spare parts are in shortage, 'Available On' column now calculates the upcoming date of full stock availability. Customer service managers can then plan the service date accordingly in order to deliver services on time.
Check the full stock availability of the required stock during ATP check
New column ‘Available On’ displays the date when the requested stocks are fully available
Forecasting from the expected delivery date of spare parts (e.g. purchase order)
Figure5: A new column ‘Available On’ shows the expected date for spare parts to be fully available in stock based on existing purchase orders
Demo5: Full Stock Availability Date for Spare Parts in Service Orders
Enhanced Accounting Indicators for Different Service Types
In Service, Accounting Indicator determines the final price of a product by considering discount rates. Enhanced accounting indicators enable to apply various types of discounts like Goodwill, VIP Discount, Family Discount, etc. With Accounting Indicator, you can also calculate incurred costs and profits.
Configure the user own definition of Accounting Indicators for discount rates
(e.g: Goodwill, VIP discount, Family discount)
Provided as Feature Toggle ID: CRMS4_SRVC_ACCOUNTING_IND
Influence service order price calculation based on warranty or good-will coverage
Support for financial reporting based on coverage (accounting indicators) in the service process
Figure6: This shows the various accounting indicators for different discount rates when creating a service order.
You need to first activate this toggle feature. When the feature toggle is off,
‘S1’ is the standard value for accounting indicator. S1 is to be deprecated
from 2208 onwards. A new configuration app is available that has ‘S2’
as a standard value for Accounting Indicator, where customers can change
or delete the values they create.
Configure Your Solution - Activate New Features
- ID: CRMS4_SRVC_ACCOUNTING_IND
Configure Your Solution - Accounting Indicators For Service
Manage Prices – Sales
Duplicate the condition master data (DAI2) from Accounting indicator S1 to S2
Demo3: Enhanced Account Indicators on Service Orders
Support for Configurable Service Products in Service Orders (6GS/6HY)
The integration with Advanced Variant Configuration enable service providers to use configurable service products in service orders. It is possible to define maintenance/service tasks, parts, dependent on configuration options maintained in the related service contract, e.g. visit frequency, duration of required work, required spare parts, specific expenses. This is required to define maintenance for highly configurable equipment.
Enabled configurable service products with advanced variant configuration (AVC)
Select the characteristics and characteristic values that are defined in the product master data
6GS (Service Management with Advanced Variant Configuration)
6HY (Solution Order Management with Advanced Variant Configuration)