To process service transactions in SAP S/4HANA Service, you must set up an organizational model to map the sales and service organizations that are relevant for the service processes including the related integration into logistics, billing, and cost allocation.
Up until release 2021 you could only use the “legacy” organizational model in SAP S/4HANA Service that you might still know from SAP CRM. Starting with release 2021, you have an alternative option called Enterprise Organizational Management. In this blog you can find the settings that are required if you want to use service teams as available for Enterprise Organizational Management.
So that you can decide whether the Enterprise Organizational Management scope fits your requirements, please review the SAP documentation first: https://help.sap.com/s4hana > Product Assistance (English) > Enterprise Business Applications > Service > Master Data > Organizational Management in SAP S/4HANA Service > Enterprise Organizational Management. For example, features such as Interaction Center, E-Mail Response Management and Sales Force Support are not supported when using Enterprise Organizational Management. Also, the rule-based determination of service teams offers fewer attributes and options compared to the legacy organizational model determination.
To use Enterprise Organizational Management, you must use the generic component Responsibility Management so that you can create the required service teams. You can find details here: https://help.sap.com/s4hana > Product Assistance (English) > Enterprise Business Applications > Cross Components > Process Management and Integration > Responsibility Management > Manage Teams and Responsibilities.
Also important is that for SAP S/4HANA Service the integration between business partners and employee master data is required. You can find further information in Customizing under Service > Master Data > Business Partner > Integration Business Partner - Organizational Management.
Settings for Enterprise Organizational Management
Define Sales Organization
In service transactions it is required to assign Sales data such as a sales organization, distribution channel and division. A benefit of using Enterprise Organizational Management compared to the legacy organizational model is that the sales entities can be re-used as is and do not need to be maintained separately for the service processes.
IMG: Enterprise Structure > Definition > Sales and Distribution
Define Enterprise Service Organization (Optional)
If you want to assign a service organization in the service document, you can create the relevant service organizations in the following IMG activity. So far (as of releases 2021 and 2022), this is optional and only mandatory if you want to use the service organization as attribute in the service team.
IMG: Enterprise Structure > Definition > Service > Define Enterprise Service Organization
Assign Cost Center to Enterprise Service Organization (Optional)
If you have created one or multiple enterprise service organizations, assign the related cost centers to them in this activity:
IMG: Service > Basic Functions > Enterprise Organizational Management > Integration > Controlling Scenario > Assign Cost Center to Enterprise Service Organization
Define Service Team Determination Rules
In the following activity you should use the default settings delivered by SAP. If there are no entries in your client in this customizing activity, copy them from the client 000 into your application client.
IMG: Service > Master Data > Service Teams > Define Service Team Determination Rules
Define Service Team Profile and Assign Service Team Types
In this customizing activity you define service team profiles that you then assign to the relevant transaction types. The team profile contains the assignment to a team type, and the team type is the parameter that you can select when maintaining the service teams. So if only specific transaction types are relevant for specific teams, you could create multiple service team profiles and assign them to the transaction types accordingly.
IMG: Service > Master Data > Service Teams > Define Service Team Profile and Assign Service Team Types
Enable Enterprise Organizational Model
To enable the use of the Enterprise Organizational Model in service transactions, and thus disable the use of the legacy Organizational Model, use the following customizing activity.
IMG: Service > Basic Functions > Enterprise Organizational Management > Enable Enterprise Organizational Model
Assign Service Team Profile to Transaction Type
Once the Enterprise Organizational Model has been enabled, you can assign the service team profiles to the relevant transaction types. Note that the field “Service Team Profile” is not visible if the Enterprise Organizational Model is not enabled. Access the details of the relevant transaction type(s), for example, SRVO – Service Order, and maintain the appropriate service team profile.
IMG: Service > Transactions > Basic Settings > Define Transaction Types
Update Partner Determination Procedures
When using the Enterprise Organizational Model, the partner function Service Employee Group is redundant. If you are using partner determination procedures that contain this partner function, create a copy of the relevant procedures and in the copies remove the Service Employee Group partner function. Then assign the partner determination procedures to the relevant transaction types and item categories.
IMG: Service > Basic Functions > Partner Processing > Define Partner Determination Procedure
Logistics Integration for Enterprise Organizational Model
If you want to process spare parts (materials) in the service transactions, set up the logistics integration that is specific to Enterprise Organizational Management in the following IMG activities.
Define per combination of service order type and item category which logistics follow-up scenario shall be triggered after releasing a service order: Reservation, Purchase Requisition or Purchase Order.
IMG: Service > Basic Functions > Enterprise Organizational Management > Integration > Logistics Scenario: Define Logistics Scenario for Procurement of Materials and Services
Define per combination of service confirmation type and item category from which storage location or consignment stock the used spare parts should be booked when completing the service confirmation.
IMG: Service > Basic Functions > Enterprise Organizational Management > Integration > Logistics Scenario: Define Logistics Scenario for Material Withdrawal
When in the service confirmation you use a storage location in a plant for material withdrawal, in the following IMG activities maintain the valid country / plant / storage location (and optionally service employee) combinations.
IMG: Service > Basic Functions > Enterprise Organizational Management > Integration > Assign Plant and Storage Location to Country/Region
and / or
Service > Basic Functions > Enterprise Organizational Management > Integration > Assign Plant and Storage Location to Service Employee and Country/Region
Create Service Employees and Service Teams
As mentioned, SAP S/4HANA Service requires to use employee master data. For a description how to create service employees, have a look at the SAP Best Practices master data script Create Employee Master Data for Service (47Y) that you can find here: https://me.sap.com/processnavigator > Solution Scenario > SAP Best Practices for SAP S/4HANA > Related Assets > Create your own master data.
To create service teams and assign service employees to the teams, use the Manage Teams and Responsibilities app that is available, for example, in the SAP_BR_BUSINESS_PROCESS_SPEC (Business Process Specialist) business role. In the screenshots below you can find an example containing the minimum information you need to maintain for a team. As team type, select one that supports the SERVICE team category. For example, in delivery customizing (Cross-Application Components > General Application Functions > Responsibility Management > Teams and Responsibilities > Team Categories > Define Team Types) you can find the team types SRV_FS (Field Service) and SRV_IHR (In-House Repair).
Manage Teams and Responsibilities – Sample Team:
In the Responsibility Definitions view, maintain the attributes that are relevant for the rule-based team determination. For example, in the screenshot below, the plant and storage location from which this service team can consume spare parts have been maintained:
In the Team Owners and Team Members views, assign the relevant service employees, and as function for the team members choose Executing Service Employee:
Use Service Teams in the Service Order
After setting up Enterprise Organizational Management, for example, in the service order the system determines the service team based on the determination rule that is maintained in the service team profile. You can find the service team in the service transaction’s Organizational Data view: