SAP Solution Sales and Billing - SAP Help Portal

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Document Version: 1.0 – 2017-04-03

SAP Solution Sales and Billing

Content

1 SAP Solution Sales and Billing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 Changes and New Features in SAP Solution Sales and Billing 1.0. . . . . . . . . . . . . . . . . . . . . . . .6

3 Business Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73.1 SAP Solution Sales and Billing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73.2 CRM Package Quotation Enhancement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83.3 Extended Controlling Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93.4 Extended Payment Cards Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

4 The Solution Sales and Billing Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

5 Master Agreement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155.1 Creation of Solution Quotation from Master Agreement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

6 Quotation Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166.1 Solution Quotations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

7 Contract Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207.1 Solution Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Solution Contract Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227.2 Performing Change Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Change Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Overview of Change Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Mass Change Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

8 Package Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308.1 Solution Contract Structuring Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308.2 Package Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

9 Controlling Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .369.1 Mass-Object Controlling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399.2 Single-Object Controlling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Standard Cost Estimates for Single-Object Controlling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42Settlement in Single-Object Controlling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Accounting Indicators in Single-Object Controlling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45Cockpit for Controlling Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

9.3 Controlling for Account Assignment Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499.4 Validation of User Input. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

2 P U B L I CSAP Solution Sales and Billing

Content

10 Usage with Offer-to-Cash (O2C) and FI-CA Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

11 Operations Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5311.1 Archiving of Solution Sales Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53

Archiving of Solution Quotations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Archiving of Solution Contracts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

SAP Solution Sales and BillingContent P U B L I C 3

1 SAP Solution Sales and Billing

Product Information

Table 1:

Product SAP Solution Sales and Billing

Release 1.0

SAP Enhancement Package ● SAP Enhancement Package 4 for SAP CRM 7.0● SAP Enhancement Package 3 for SAP CRM 7.0, Support Package 04● SAP Enhancement Package 8 for SAP ERP 6.0, including SAP Flexible Sol

ution Billing 1.0● SAP Enhancement Package 7 for SAP ERP 6.0, Support Package 04 in

cluding SAP Flexible Solution Billing 1.0● SAP Convergent Charging 4.0

Based On SAP Enhancement Package 4 for SAP NetWeaver 7.0, Support Package 06

Documentation Published April 2017

For information about SAP Customer Relationship Management (SAP CRM), see SAP Help Portal at http://help.sap.com/crm .

Use

SAP Solution Sales and Billing extends the quotation and contract management functionality in SAP CRM so that customers can create quotations and contracts having sales, service, and consumption components. For information about creating invoices in Sales and Distribution (SD) Billing for objects from multiple sources, see SAP Help Portal at http://help.sap.com/fsb .

Integration

SAP Solution Sales and Billing provides integration with the following applications:

● For information on package quote management in SAP CRM Service, see Package Quotations on SAP Help Portal under http://help.sap.com/crm

● For information on provider contract management, see Provider Contracts at SAP Help Portal under http://help.sap.com/crm .


SAP Solution Sales and Billing

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● For information on the integration into pricing, rating, and charging with convergent charging, see Replication of Provider Contracts to SAP ERP and SAP ECC SAP Help Portal under http://help.sap.com/crm .

● For information on pre billing with convergent invoicing, see SAP Help Portal at http://help.sap.com/erp SAP Convergent Invoicing .

Prerequisites

To use SAP Solution Sales and Billing in SAP CRM, ensure that the business function CRM_CONV_SLS is enabled. For more information about the business function, see SAP Solution Sales and Billing [page 7].

If you want to use the controlling features as described below, ensure that the business function CRM_CO_INT is enabled. For more information about the business function, see Extended Controlling Integration [page 9].

Features

Solution Quotation for Service and Provider

To handle consumption-based offerings together with service offerings in a single business transaction, you can now use provider order items in the solution quotation along with the already supported item types, for example, service contract items. For more information about solution quotations, see Solution Quotations [page 16].

Solution Contract

You can use Solution Contracts [page 20]as a follow-up business transaction from solution quotations. While the system still creates individual service and provider contracts, the solution contract provides a single harmonized view comprising of both.

Change Processes

Pre delivered change processes for changes such as contract termination, renewal, product change, or changing the contract’s sold-to party allow you to make these changes from within the solution contract. The change processes can therefore be used to automatically change the corresponding service and provider contracts in the background.

Package Rules

When selling, for example, packages containing service and provider components, package rules enable you to keep data (such as contract start and end dates, or payment terms) synchronized. The integration into change processes prevents the execution of individual change processes in case of a possible rule violation.

Controlling Integration

The extended controlling integration of business transactions related to solution contracts enables you to efficiently monitor costs and revenues. You can now use work breakdown structure (WBS) elements as accounting objects.

SAP Solution Sales and BillingSAP Solution Sales and Billing P U B L I C 5

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2 Changes and New Features in SAP Solution Sales and Billing 1.0

Use

This section of SAP Library provides an overview of the changes and new features that have been introduced in SAP Solution Sales and Billing 1.0 and have been made available with the support packages of the respective components.

Table 2: SAP Solution Sales and Billing 1.0

Change More Information

Enhancement of search functionality for payment cards to allow search based on combination of partner ID and card reference number.

Extended Payment Cards Functions [page 10]


Changes and New Features in SAP Solution Sales and Billing 1.0

3 Business Functions

This section describes the business functions used in SAP Solution Sales and Billing.

3.1 SAP Solution Sales and Billing

Technical Data

Table 3:

Technical Name of Business Function CRM_CONV_SLS

Type of Business Function Enterprise Business Function

Available As Of SAP Enhancement Package 3 for SAP CRM 7.0, SP04

Technical Usage CRM Core

Application Component Consumption Billing (CRM-BTX-CTR-CB)

Directly Dependent Business Function Requiring Activation in Addition

Provider Order and CC/CI Integration (CRM_PROVORDERINT_3_4)

You can use this business function to enable the features of the SAP Solution Sales and Billing functionality.

Prerequisites

You have installed the following component as of the version mentioned:

Table 4:

Type of Component Component

Software Component BBPCRM 713 SP3

Features

Solution Quotation and Solution Contract

SAP Solution Sales and BillingBusiness Functions P U B L I C 7

The SAP Solution Sales and Billing functionality allows you to combine different services and products in one single quote and in one single contract. This includes the following features:

● Enhancement of package quote with suitable consumption item (solution quotation)● Contract management for services and packages that may or may not include consumption-based

services● Change management for contracts

For information about the relevant Customizing settings for solution quotations and solution contracts, see Customizing for Customer Relationship Management under Transactions Settings for Solution Sales and Billing .

Package Rules

With the package rules functionality, it is possible to treat the different services and products in the solution contract together in change processes, to ensure the integrity between service and provider contracts when sold together as one solution.

For information about the relevant Customizing settings for package rules, see Customizing for Customer Relationship Management under Master Data Products Settings for Packages Define Package Rules .

3.2 CRM Package Quotation Enhancement

Technical Data

Table 5:

Technical Name of Business Function CRM_QUOTE_ENH






Not relevant

You can use this business function to enable additional features of the CRM package quotation for use in SAP Solution Sales and Billing. For information about SAP Solution Sales and Billing, see SAP Help Portal at http://help.sap.com/csi .


Business Functions

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Prerequisites


Table 6:



Features

Package Quotation Accept

With the package quotation accept functionality, it is possible to have a two-step release process for the package quotations. Therefore, to trigger creation of the follow-up transactions, the items must first be released or completed, and then the quotation has to be accepted at the header-level. Only for released items the follow-up transactions are created.

Extended Product Proposal

With the extended product proposal, it is possible to display and select alternate products (such as top n products, cross-selling, up-selling, and down-selling products, and accessories) associated to each single product in the quotation. The proposals are displayed in an additional list (Product Proposals) below the item list in the Items assignment block.

For more information about defining the settings for product proposals, see Customizing for Customer Relationship Management under Transactions Settings for Sales Transactions Product Proposals in Quotations and Orders General Settings for Product Proposals .

3.3 Extended Controlling Integration

Technical Data

Table 7:

Technical Name of Business Function CRM_CO_INT







Not relevant

You can use this business function to enable the features of the extended controlling integration for use in SAP Solution Sales and Billing. For information about SAP Solution Sales and Billing, see SAP Help Portal at http://help.sap.com/csi .

Prerequisites


Table 8:



Features

Extended Controlling Integration

With the extended controlling integration, it is possible to assign a cost object (internal order or WBS element) from SAP Enterprise Resource Planning (SAP ERP) to each SAP Customer Relationship Management (SAP CRM) order and contract at the header or item level. The functionality includes the user interface (UI) enhancements and the data replication from SAP CRM transactions to the follow-up documents in the SAP ERP system.

3.4 Extended Payment Cards Functions

Technical Data

Table 9:

Technical Name of Business Function CRM_CONV_SLS_PC


Available As Of SAP enhancement package 4 (SP02) for SAP CRM 7.0

SAP enhancement package 3 (SP12) for SAP CRM 7.0



Business Functions



Application Component SAP Solution Sales and Billing (CRM-BTX-CTR-CB)

Directly Dependent Business Functions Requiring Activation in Addition

Integration of SAP CC and SAP CI with the Provider Order for SAP CRM 7.0, EhP3, SP04(CRM_PROVORDERINT_3_4)

SAP Solution Sales and Billing(CRM_CONV_SLS)

You can use this business function to enable payment by payment cards in FI-AR scenarios. For information about payment cards settings in SAP CRM, see Payment Card Processing in SAP Library on SAP Help Portal.

Prerequisites

● You have installed the following component as of the version mentioned:

Table 10:


Software Component BBPCRM 714

BBPCRM 713

● You have activated the business function Integration of SAP CC and SAP CI with the Provider Order for SAP CRM 7.0, EhP3, SP04(CRM_PROVORDERINT_3_4) and SAP Solution Sales and Billing(CRM_CONV_SLS)

Features

Extended Payment Cards Functions

The extended payment card functionality in the SAP Solution Sales and Billing scenario allows payments by payment cards for sales, services, and provider processes. This includes the following features:

● In the SAP Solution Sales and Billing scenario, the Payment Method assignment block is replaced by the new Payment Details assignment block in solution quotations, service order, service contract, sales order, provider order, and provider contract.

● The new assignment block Payment Details enables you to choose payment card data that is maintained for a business partner.

● The new assignment block supports one card per transaction.● You can assign different payment cards to each provider item and to the provider header and this can be

different from the provider contract header and other provider items part of the same transaction.● You can use change process Create Change Order to change the payment card assigned to the provider

contract item.● You can search for SAP Solution Sales and Billing relevant one order transactions based on the payment

card using its Partner ID and Card Reference Number (if you are in release EHP4 SP06 and higher).○ You can use the value help to choose the card reference number.○ Once chosen, the Card Reference Number and the business Partner ID are added to the search criteria

and the combination of both are used to search for one order objects.


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○ In case of sales order and provider order business partner function, Payer is also be added as additional search criteria.

The usage of payment cards in transaction types of category Sales can be enabled in Customizing for Customer Relationship Management under Basic Functions Payment Cards Basic Settings Assign Payment Plan Type to Transaction .

For further information, refer to Payment Card Processing


Business Functions

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4 The Solution Sales and Billing Process

Use

The overall process flow of SAP Solution Sales and Billing is described below.

Process

The process comprises the following steps:

1. Model Products and Product PackagesBefore you can use the SAP Solution Sales and Billing solution, you need to create the products you want to sell to your customers. You can also model product packages.As part of the solution, the package rules functionality allows you define rules in your product packages. You can then use the rules to perform verifications to ensure that data (such as contract start and end dates) remain in sync among multiple components of your package, when these products are used in solution quotations and solution contracts. For more information about defining package rules, see Package Rules [page 33].

2. Create a Master Agreement: This is an optional step.You can use master agreements for long-term agreements about prices, services, and individual products for specific customers. You can create solution quotations as follow-up documents from a master agreement. Agreed prices and products are copied automatically from the master agreement to the solution quotation. However, master agreements are optional and therefore it is also possible to directly create solution quotations without a reference to a master agreement.For more information about creating a master agreement, see Master Agreement [page 15].

3. Create a Solution QuotationTo sell a solution contract consisting of components such as sales, service, service contract, and provider contract, you first need to create a solution quotation. Once your customer accepts the quotation, the follow-up documents such as sales order, service order, and solution contracts are created. For more information about creating a solution quotation agreement, see Solution Quotations [page 16].

4. Use Solution ContractOnce you have accepted a solution quotation with service contract or provider contract components, or both, a solution contract is created. The solution contract offers a unique view of the service and provider contract items. Provider, service, and solution contract change processes can be triggered from the solution contract. For more information about using solution contracts, see Solution Contracts [page 20].

5. Run Change ProcessesYou can start change processes on the solution contract. The following change processes are delivered as part of SAP Solution Sales and Billing:○ Contract Termination○ Contract Renewal○ Product Change○ Change of Sold-To Party

SAP Solution Sales and BillingThe Solution Sales and Billing Process P U B L I C 13

Each change process creates a change quotation. The planned changes are reflected in the solution contract only when the customer accepts the change quotation. For more information about running change processes, see Change Processes [page 24].The change processes can be started for an individual contract or for multiple contracts. For more information about change processes for multiple contracts, see Mass Change Processes [page 28].

6. ControllingYou can maintain controlling data such as internal orders or work breakdown structure (WBS) elements for solution quotations and solution contracts. Thus, you can execute controlling on provider and service contract items in mySAP Financials. The controlling integration enables you to efficiently monitor costs and revenues caused by solution contracts. For more information about maintaining controlling data, see Controlling Integration [page 36].

7. InvoicingIt is possible to create invoices in Sales and Distribution (SD) Billing for all follow-up transactions of one solution quotation. For information about creating invoices from multiple sources, see SAP Help Portal at http://help.sap.com/fsb .


The Solution Sales and Billing Process


5 Master Agreement

This section describes the use of master agreements in SAP Solution Sales and Billing.

5.1 Creation of Solution Quotation from Master Agreement

The master agreement is a contract between a provider and another company and is used to manage B2B scenarios. You can represent long-term agreements about prices, services, and individual products in a master agreement. Agreed prices and products are copied automatically from the master agreement to the solution quotation.

The items in the master agreement are used as templates for Solution Contracts [page 20] (created from Solution Quotations [page 16]). If an authorized company (business partner) refers to an existing master agreement in their solution quotation, they can then access the individual products and agreements from the master agreement. Agreed prices and products are automatically copied to the follow-up solution quotation.

You can use master agreements to establish long-term relationships with your business partners using individual prices and customer-specific products.

For more information about solution quotations, see Solution Quotations [page 16].

For more information about master agreement, see Master Agreement on the SAP Help Portal under http://help.sap.com/crm.

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6 Quotation Management

Quotations are legally binding offers to a customer for the purpose of defining the services or for the delivery of parts. A quotation can be of use to both customers and providers. It gives customers the chance to get information about prices and delivery conditions to enable them to make decisions; while at the same time, providers can include the expected services at an early stage in their planning and get an overview of the expected costs and revenues.

6.1 Solution Quotations

Use

You can use solution quotations to sell packaged solutions to your customers by creating a quotation for combinations of different types of products (tangible products, services, and contract items). These combinations of products are modeled as product packages in your master data. For more information about product packages, see Sales Packages at SAP Help Portal under http://help.sap.com/crm .

Prerequisites

You have checked whether the predefined business transaction and items for solution quotations meet your requirements:

● Transaction type SRVX● Item categories:

○ Service item (SRQP)○ Service part item (SRQM)○ Sales item (SRQS)○ Solution contract item (PQSI)○ Service contract items:

○ Service contract package (SCNP)○ Service plan-related item (SPLQ)

○ Provider order package (PROX)○ Expense item (SRQE)○ Tool item (SRQT)


Quotation Management

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If the Customizing settings for the above objects do not reflect your business requirements, then you can copy them and modify the copies. If you do this, you need to enable solution configuration in Customizing for Customer Relationship Management under Transactions Basic Settings :

● Define Transaction TypesSelect your transaction type, choose Details, and select the Package Explosion checkbox in the Product Determination group box.Package explosion is supported for all transaction types with the leading business transaction category BUS2000116 (Service Process).

● Define Item CategoriesSelect your item category, choose Details, and select the Package Explosion checkbox in the General group box.Package explosion is supported for all item categories with the following item object types:○ BUS2000131 CRM Sales Item○ BUS2000140 CRM Service Product Item○ BUS2000146 CRM Service Material Item○ BUS2000155 CRM Provider Order Item

For the used item categories, the Relevance for Quotation in the item-level Customizing for the business transaction category Sales must be set as 2 Initially a Quotation. For more information on how to do this, see Customizing for Customer Relationship Management under Transactions Basic Settings Define Item Categories

Automatic creation of follow-up transactions from a solution quotation (described under Features below) is set up for the predefined transaction types and item categories. If you want to set this up for customer-defined transactions and items, then you need to do the following in Customizing for Customer Relationship Management under Transactions Basic Settings :

● Set up copy control under Copying Control for Business Transactions.● Set up item determination in the activity Define Item Category Determination.● Assign the predefined action profile COMP_SRV_PROV_PKG_QUOTE to customer-defined transactions

under Basic Functions Actions Actions in Transaction .This profile contains action definitions for creating service contracts, provider contracts, solution contracts, service orders, and sales orders as follow-up transactions. You can copy this profile and change the definitions as required.

Features

Solution quotations have the same generic functions as service order quotations. For details, see Service Order Quotations at SAP Help Portal under http://help.sap.com/crm .

Using Product Packages in Solution Quotations

When packages are entered as items in a quotation, the default package components (main item and subitems) are displayed automatically. You can display the items in a hierarchical view.

You can do the following, depending on how the product package is configured:

● Choose between alternative package components within one group.● Select or deselect optional package components.

SAP Solution Sales and BillingQuotation Management P U B L I C 17

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NoteCumulated values are only displayed for a main package item if the contract items below this item have the same contract start and end dates, and the same settlement period.

In case of item quantity for solution contract item and provider order item, the default value is always set as 1. This value cannot be changed irrespective of the parent item quantity. In cases where the parent item quantity is more than 1, a message is displayed for the default items.

Functions for Service Contract Quotation Items

Determination of Reference Product (Sales Product)

In the Items assignment block of the solution quotation, the entries in the Reference Object and Reference Product fields (which are hidden in the standard system) correspond to the first entries in the Object List assignment block in the details of the service contract quotation item.

The Reference Object field can only be filled manually.

The Reference Product field can be filled automatically with the relevant sales product for the service contract quotation item (and a corresponding entry made in the object list). To enable automatic determination of the relevant sales product, the package must be configured as follows:

● The contract product is a product package itself.● The sales products are dependent components of the contract product, with the explosion type Object

List.

Object List for Service Contract Quotation Items

If you insert a product package in a solution quotation, and the package has at least one dependent component with the explosion type Object List, then you can only add dependent components with this explosion type to the Object List assignment block in the item details. You can only delete optional package components from the object list (if you delete a default, non optional object, it is automatically reinserted when you save).

If you have included a product package that does not have the explosion type Object List, then you can add any object to the object list.

Solution Quotation Status and Follow-Up Transactions: One-Step Release Process

Once a quotation has been released and saved, follow-up transactions are generated automatically, based on the quotation status.

To accept the whole quotation (or only parts of it), you set the status at the header-level to Released. If the statuses at the item-level are already set to Released, then changing the status at the header-level to Released automatically changes the item statuses to Released.

Although solution quotations can be partially accepted, packages themselves have to be accepted as a whole, by releasing the main item. Once this happens, the follow-up transactions are created for the mandatory subitems, and the status of the package subitems is set to Released.

Once an item has been copied into a follow-up transaction, the status of the item is set to Completed.

Solution Quotation Status and Follow-Up Transactions: Two-Step Release Process

If the switch CRM_SRV_PACK_QUOTE_ACCEPT is active, then the release process is performed in two steps.


Quotation Management

Just as in the one-step release process described above, solution quotations can be partially accepted at the item-level by setting the item status to Released (accept item). However, in the two-step release process, the solution quotation must first be accepted at the header-level after all of the items have been released. The follow-up transactions for all released items are created only after acceptance of the solution quotation at the header-level.

More Information

For information about products , see Products at SAP Help Portal under http://help.sap.com/crm .

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7 Contract Management

This section describes the features of the new solution contracts and how they can be changed using change processes.

7.1 Solution Contracts

Use

Solution contracts are composite business transactions that bundle service contracts and provider contracts. The bundled contracts are called included contracts.

A solution contract is automatically created when the solution quotation is accepted. It is not possible to create a solution contract directly or as a follow-up document from another transaction. For more information about solution quotations, see Solution Quotations [page 16].

Integration

All documents of the solution contract can be billed in SAP Enterprise Resource Planning (SAP ERP) with the add-on application SAP Flexible Solution Billing, using the concept of the invoice group and parked invoices. For more information about billing solution contract documents, see SAP Help Portal at http://help.sap.com/fsb .

Prerequisites

For service transactions to be billed in SAP ERP, you must ensure that the items are defined as relevant for external billing. For information about billing of service transactions in SAP ERP, see External Billing of Service Transactions in SAP ECC at SAP Help Portal under http://help.sap.com/crm .

Features

Included Contracts

The solution contract offers a special assignment block to display the included contracts with a possibility to navigate to the service or provider contract. No update of the included contracts occurs when directly editing


Contract Management



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parts (such as appointments or parties involved) of a solution contract. Such changes must therefore only be made using change processes.

You can however enable and disable manual editing using Customizing settings. For more information about controlling the settings for editing, see Customizing for Customer Relationship Management under

Transactions Settings for Solution Sales and Billing Service and Solution Contract Change ProcessesReadiness for Input of Transaction Fields Specify Input Readiness of Status-Dependent Fields .

Item List

The item list offers the possibility of an item search, enabling business users to search for a subset of items. Item search criteria are displayed at the top of the Items assignment block. You can include subitems and higher-level items in the item search result by selecting the search criterion Related Items and the value Yes.

For example:

● If you select the Related Items checkbox, then in addition to the items that fulfill the search criteria, the complete hierarchy of these items is displayed. Therefore you may also see items that do not fulfill the search criteria.Not selecting the checkbox displays only a list of the items that fulfill the search criteria. These items are not shown in their hierarchical structure, even if several items of a package are found.

● If the large item mode is set-up, and the number of items exceeds the threshold, then you must first execute a search before the items are displayed.

The item history offers to show the detailed transaction history of a selected item in the transaction analyzer. For information about transaction analyzer, see Transaction Analyzer at SAP Help Portal under http://help.sap.com/crm .

Release Items

A release functionality is provided for the items in the solution contract. You can either release all items together, or you can release selected items. This is achieved using the following pushbuttons provided on the Item List Assignment block:

● Release All Items: Upon choosing this pushbutton, the status of all items listed in the Item List Assignment block is set to Released.

● Release: To release individual items, you must first select the required item from the Item List Assignment block, and then choose this pushbutton.

In both of the above cases, only the items are released and no inheritance features are adopted. For example, if a parent is released, then the corresponding child items are not released, and vice-versa.

Message Handling

The solution contract displays all messages that exist in the solution contract and the included contracts. To identify the source of the message, the affected contract number is added to the message.

Messages referring to items are displayed with the item number within the solution contract.

Locking and Saving

During editing of the solution contract, all included contracts are locked at the same time. Therefore it is not possible to edit a solution contract even if one of the included contracts is already locked.

Locking is required because, on the solution contract item overview pages, it is also possible to edit items of the included contracts. These changes are saved or reverted using the solution contract overview page.

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However, if you choose to work with the individual contracts in their respective applications, then the other contracts are not locked.

Activities

You can perform the following activities for solution contracts:

● Solution Contract SearchYou can search for solution contracts using the solution contracts search functionality, which allows you to search by attributes that are part of the included contracts such as the Product or Technical Resource ID. As a result of this search, all service and provider contracts that meet the specified criteria are fetched, irrespective of whether or not they are part of a solution contract. If the found contracts are part of a solution contract, then the solution contract ID is displayed, otherwise the service or provider contract ID is displayed.The simple search BTQueryCmbSrvPrvCon is also available for solution contracts. The search can be used from the Interaction Center if the account identification for the interaction center is set-up accordingly.

● Service Contract Determination for Solution ContractsThe solution contract is a wrapper for the underlying service contracts and provider contracts. Hence, during service contract determination for the business transactions in service (service order, service confirmation, service request, incident management, and problem management), the solution contract is displayed, even though the system determines the included service contracts. This is because the service contract belongs to a solution contract.After the system has determined the valid service contracts, it automatically copies the service contract data to the business transaction in the service. The system also establishes a document flow between the service contract and the business transaction in the service.The solution contract is listed only for display purposes and does not serve as a source for the system to copy the contract data.For more information about contract determination, see Service Contract Determination at SAP Help Portal under http://help.sap.com/crm .

● Solution Contracts in Account Overview PageThe Account Overview page provides an overview of the current customer. The system provides general information about the account such as the default address, creditworthiness, and any business transaction that the customer is involved in. Solution contracts are also displayed as part of the account overview.

7.1.1 Solution Contract Items

The solution contract contains only structuring items.

In addition to the structuring items, it also displays the items of the included service contracts and provider contracts. You can work with these items without any need to navigate to the included contracts. However, you have the option to choose the Included Contract pushbutton and navigate directly to the included contracts from the item overview pages.


Contract Management

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The included items have an item number and a higher-level item number specific to the solution contract. This number can however be different from the item number and the higher-level item number in the included contract.

To allow further processing of the items, for example, for contract determination, and for activation of provider items or change processes, the items must already be released.

7.2 Performing Change Processes

Use

Performing Change Process

Process

Figure 1: Change Process


7.2.1 Change Processes

Use

You use this function to make changes to existing solution contracts. Each change process has different effects in the further processing of the solution contract.

Prerequisites

● You have made the required settings for the change processes in Customizing for Customer Relationship Management under Transactions Settings for Solution Sales and Billing Change Processes .

● You have ensured that at least one active contract (with the status as Released) exists. This is necessary to execute the change processes.

Features

Time-Driven Execution of Change Processes

The effectiveness of change processes is time-dependent. For example, change process Contract Renewal is only valid at the end of a contract.

Change Processes at Header or Item Level

Change processes are defined either at the header level or at the item level. All change processes for solution contracts use a change quotation as an intermediate document. Only the solution quotation can be used as a change quotation document. The changes are applied to the solution contract after the change quotation is released and accepted.

Change processes at the header level affect the entire solution contract (all items).

Change processes at the item level apply to the selected set of solution contract items.

Mass change processes can be executed for header change processes.

Package Rules

You can use package rules to avoid inconsistent changes of dependent items or products, and to better drive users through the changes in solution contracts. For more information about package rules, see Package Rules [page 33].


Contract Management

Activities

To execute change processes from a contract, perform the following steps:

1. Open an active solution contract and choose Change Processes (at header or item level). For execution of change processes at the item level, first select one or more items to be processed in the upcoming change process.

2. In the Select Change Process dialog box, select a change process.The Change Process Details screen appears, where you can parameterize your changes.

3. Choose Execute.4. Navigate to the created change quotation.5. Release and accept the change quotation, as appropriate.

7.2.2 Overview of Change Processes

The following table contains an overview of the change processes and of mass change processes in Solution Sales and Billing:

Table 11:

Technical Name Change Process

Change Processes at Header Level

CTSP Change of Sold-To Party [page 26]

CHRN Contract Renewal [page 26]

CTMH Contract Termination [page 26]

Change Processes at Item Level

CREN Item Renewal [page 26]

CCPC Change of Product [page 26]

CTRM Item Termination [page 27]

CLCP Cancel Last Change Process [page 28]

For more information about change processes, see Change Processes [page 24].

For more information about mass change processes, see Mass Change Processes [page 28].


7.2.2.1 Change of Sold-To Party

You can use the (mass) change process to transfer a selected solution contract from one sold-to party to another. In this process, the selected solution contract is not changed; instead a new one is created. You can change the customer at any time up to the end of the contract term.

This change process takes place at the header level, and as a result, the changes apply to the entire contract.

This change process is defined in Customizing under the technical name CTSP.

7.2.2.2 Contract Renewal

You can use this (mass) change process to update solution contracts in the system at the end of a solution contract. The change process takes place at the header level.

This change process is defined in Customizing under the technical name CHRN.

7.2.2.3 Item Renewal

You can use this function to create a follow-up item in the system at the end of an existing solution contract item. The change process takes place at the item level.

This change process is defined in Customizing under the technical name CREN.

7.2.2.4 Change of Product

You can use this function to change the (structured) product of a current solution contract. You can make these changes at any time during the runtime of a solution contract. For the changed product, you can define a new remaining duration or a specific end date.

The change process takes place at the item level.

The substitute product can be defined using the product proposal functionality. For more information about product proposals, see Product Proposal at SAP Help Portal under http://help.sap.com/crm .

This change process is defined in Customizing under the technical name CCPC.

7.2.2.5 Contract Termination

You can use this function to terminate a solution contract, either at a customer’s request or of your own accord. The system terminates the solution contract on your defined validity date.

The change process takes place at the header level.


Contract Management

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This change process is defined in Customizing under the technical name CTMH.

7.2.2.6 Item Termination

You can use this function to terminate the selected solution contract items, either at a customer’s request or of your own accord. The system terminates the selected solution contract items on your defined validity date.


This change process is defined in Customizing under the technical name CTRM.

7.2.2.7 Additional Provider Change Processes

You can centrally execute the following original provider change processes for provider items from a solution contract.

Table 12:


ASSIGN_BUAG Change Business Agreement Assignment (only if FI-CA is activated)

CHANGE_TR Change Technical Resources

CONFIG_CHANGE Configuration Change

MOVE_SRP Move

LOCK_UNLOCK Lock and Unlock Contracts

ALLOWANCE_REFILL Allowance Refill

CREATE_REPAIR_ORDER Create Repair Order

NEW_CHANGEORDER Create Follow-Up Order

SIMPLE_CONFIG_CHANGE Simple Change of Configuration

7.2.2.8 Additional Service Change Processes

You can centrally execute the following original service change processes for service items from a solution contract.


Table 13:


CHBP Change of Other Partners

STBL Stop Billing

RSBL Resume Billing

USLA Change of SLA

7.2.2.9 Cancel “Last” Change Process

You can use this function to cancel the changes that are made by the last change process, and are applied to one or more items. From all of the selected items, the system determines the items that are part of the last change process and rolls back the changes in the contract to the initial state (as it was before the original change process). This only works as long as the original change is not yet released.


This change process is defined in Customizing under the technical name CLCP.

7.2.3 Mass Change Processes

Use

You can use mass change processes to make changes for selected solution contracts simultaneously. For example, by changing the sold-to party for multiple solution contracts at once. This is only possible for change processes at the header level.

Prerequisites

To use mass change processes, in addition to making the Customizing settings for change processes, you have also checked or made the following settings in Customizing for SAP Customer Relationship Management:

● You have marked the Mass Change checkbox in Customizing for Customer Relationship Management under Transactions Settings for Solution Sales and Billing Service and Solution Contract Change Processes Assign Change Process IDs to Transaction Categories .

● You have made the settings for mass change processes in Customizing for Customer Relationship Management under Transactions Settings for Solution Sales and Billing Service and Solution Contract Change Processes Mass Change Processes Define Settings for Mass Change Processes .


Contract Management

Features

The following mass change processes are defined in the standard system:

● Change of Sold-To Party● Contract Renewal

After the mass change process is executed, you see the result as follows:

● Solution contracts for which the mass change process is applied● Solution contracts for which the mass change process is not applicable

Mass change processes can be executed in the dialog and the batch modes. Specific execute pushbuttons are provided for each of these modes: Execute and Execute Job for dialog and batch modes, respectively.

All solution contract change processes need a change quotation as an intermediate document, but it is possible to automate the release and accept process of change quotations for solution contract mass change processes.

Using the mass change process UI parameters Release Quotation and Auto Accept, you can set that the created change quotation is automatically released and accepted after creation. However, to execute these actions on the change quotation, it is essential that the quotation is error free.

In case the quotation is not error free after creation, then the release and acceptance of the quotation are interrupted. In such a case, you need to manually search for these quotations, analyze the errors, fix them, and then manually release and accept them.

During execution of mass change processes, logs are created. After start of a mass change process, a navigable link is shown in the message area. By using this link you can directly switch to the log details. Otherwise you can click Mass Change Processes in the navigation bar (business role SOL_SALES) to find the created logs at a later time.

To free memory space in the database, you can delete log files for the previously executed mass change processes that are no longer needed. To do this, on the SAP Easy Access screen, choose Service Delete Mass Change Processes (transaction CRM_MASS_CP_DEL).


8 Package Handling

Solution Quotations

You can use Solution Quotations [page 16] to bundle product components such as service and provider objects. In addition to this, you can offer and sell these components as packaged products. For more information about:

● Solution quotations, see Solution Quotations [page 16]● Package quotations, see Package Quotations at SAP Help Portal under http://help.sap.com/crm .● Sales packages, see Sales Package at SAP Help Portal under http://help.sap.com/crm .● Dependent components, see Dependent Components at SAP Help Portal under http://help.sap.com/crm

.

Package Rules

You can use Package Rules [page 33] to ensure that data such as contract start and end dates, and payment terms within the components of a package, remains synchronized. Package rules allow you to validate data in the package quotation, and in the subsequent contracts; for example, Solution Contracts [page 20] including the service and provider contracts. Furthermore, you can use the functionality for integration into change processes to prevent the execution of change processes on individual items, in case a rule violation is likely to happen.

8.1 Solution Contract Structuring Item

Use

With SAP Solution Sales and Billing, you can sell service contracts and provider contracts in a single bundle in a solution quotation. You can create bundles in the product master by using packaged products, or you can create a manual item hierarchy consisting of many instances of service and provider contract items.

The contract bundles can be viewed and used in the solution quotation. However, you can also view and use them at the contract side by using the solution contract structuring item (business object item type Composite Transaction Item – BUS2000105). In such a case, the solution contract structuring item needs to be the parent


Package Handling

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item of the individual service and provider contract items. The following figure illustrates an example of the solution contract structuring item hierarchy:

Considering the above example, in the follow-up business transactions of the solution quotation, the solution contract structuring item belongs to the solution contract (business transaction type Composite Transaction – BUS2000100). The individual items in the service and provider contracts, which are children of the solution contract structuring item in the solution quotation, are connected with the solution contract structuring item in the solution contract so that the contract-related item hierarchy exists in the solution contract. This, for instance, is required to execute solution contract change processes for the contract bundles. For more information about solution contracts, see Solution Contracts [page 20].

Integration

The solution contract structuring item is a pure structuring entity having no own price, and shall not be replicated to any other system such as SAP Enterprise Resource Planning (SAP ERP) for billing.

SAP Solution Sales and BillingPackage Handling P U B L I C 31

Prerequisites

You must ensure that the following requirements are met before proceeding further:

● For the solution quotation, the item category Solution Contract Structuring Item Quotation (PQSI) is delivered, and is enabled for package explosion so that it explodes product packages. In addition to this, the pricing category is also pricing relevant and can show accumulated prices for its child items.

● For the solution contract, the item category Solution Contract Structuring Item Contract (CTSI) is delivered. In addition to this, the category serves as a structuring entity to keep the individual service and provider contract items (distributed among multiple contracts) together in one item hierarchy in the solution contract.

● For modeling product packages, the Item Category Group (CTSG) is used. The package product needs to be assigned to this item category group so that the item has the item category PQSI in the solution quotation.

NoteWithin a solution quotation and a solution contract:

○ A service contract item cannot have any child of type provider contract item. This condition applies to both direct and indirect parent-child relationships.

○ A provider contract item cannot have any child of type service contract item. This condition applies to both direct and indirect parent-child relationships.

● The products that are used as structuring items have the product role Sales Package. For more information about assigning product roles to categories, see Customizing for Customer Relationship Management under Master Data Products Settings for Packages Assign Product Roles to Categories .

Features

The solution contract structuring item comprises the following features:

● On the solution quotation, the solution contract structuring item shows the accumulated price values of the child items. This is because the standard item category PQSI is pricing relevant.

● On the solution contract, the solution contract structuring item does not show accumulated prices of its children.

● On the package quotation, the solution contract structuring item supports sales and pure service items as children. However, as also illustrated in the figure above, these items no longer belong to the solution contract and its solution contract structuring item.

● On the solution contract, the solution contract structuring item data itself cannot be changed. These items need to be changed as part of solution contract change processes. For more information about changes processes, see Change Processes [page 24].


Package Handling

8.2 Package Rules

Use

In SAP Solution Sales and Billing, package rules provide you a framework to define synchronization rules at the product level. These rules allow you to perform verifications to ensure that specific data remains in sync. For example, you can run a rule to ensure that all service and provider contract items have the same payment terms.

The system executes and validates the synchronization rules while processing solution quotations and solution contracts when an item’s data is changed. If a rule identifies an error, then an error message is logged for the corresponding item. The message disappears when you resolve the root cause by changing the checked item’s data that the rule checked.

In solution quotations, package rules are executed for all items that result from a product package, provided that the rules are maintained in the package product.

In solution contracts, package rules are executed for all items if the package product is represented by a solution contract structuring item.

Prerequisites

You must ensure that the following requirements are met before proceeding with package rules:

● The relationship type Package Rules (PKGRL) must be assigned to the product category of the package product in which you assign the rules.

● All available rules in the SAP Customer Relationship Management (SAP CRM) system must be registered. For more information about registering the rules, see Customizing for Customer Relationship Management under Master Data Products Settings for Packages Define Package Rules .

NoteOnce a rule is maintained in Customizing, it is available in the product master and can be assigned to package products. You can also define your custom rules and register them in the system, and assign them to packages.

Features

Rule Maintenance in Product Master

You assign rules to product packages in product master maintenance. Once the relationship type PKGRL is assigned to a package’s product category, the assignment block Package Rules is available in the package’s


product master maintenance view. Here, you can assign rules for all possible sub components of the package product. A few possible sub components are as follows:

● Direct dependent or sales components of the package product● Indirect dependent or sales components of the package product in case one of the direct or indirect sub

components is itself a package product● Possible components that may result from the product's configuration

Recursion is applied if a component from the product's configuration itself is a configurable product. In such a case, the corresponding components are also available as sub components for rule assignment.

The assignment of a rule to a package component is time-dependent, and therefore you can define when the rule can be valid. At runtime during rule evaluation, the access date for the rule assignment in the product date becomes the explosion time of the last solution configurator execution of the corresponding item hierarchy (date type IST_BOM_EXPL).

Integration into Solution Contract Change Processes

In solution contracts, you can execute change processes on individual items. The change processes may cause a possible rule violation.

For example, the rule Same Contract Start Date as Highest Solution Contract Structuring Item in Hierarchy may be violated if a service contract item that belongs to a solution contract structuring item is renewed individually. You can however prevent the start of a change process that is likely to violate this rule. For more information about preventing the start of a change process, see Customizing for Customer Relationship Management under Transactions Settings for Solution Sales and Billing Define Influence of Change Proc. on Package Rules Fieldgroups .

Package rules can be applied to the following change process types:

● Provider Contract Change Processes● Service Contract Change Processes● Solution Contract Change Processes

Delivered Rules


Package Handling

This section describes the delivered rules. The following figure shows an example of a product and rule descriptions to better illustrate the rule’s functionality:

Delivered rules can have the following effects:

● The rule Same Contract Start Date as Highest Solution Contract Structuring Item in Hierarchy has the following effect:○ At runtime, the rule only verifies the start date of an item if the item's product originates from a

package.○ When the contract start date of any item changes in a solution quotation or solution contract, the rule

verifies that it is the same as the start date of the highest composite transaction item in the item hierarchy.

● The rule Same Contract End Date as Highest Solution Contract Structuring Item in Hierarchy has the same effect as the rule Same Contract Start Date as Highest Solution Contract Structuring Item in Hierarchy, except that instead of the contract start date, the contract end date is compared.

● The rule Same Payment Terms as Highest Solution Contract Structuring Item in Hierarchy has the same effect as the rule Same Contract Start Date as Highest Solution Contract Structuring Item in Hierarchy, except that instead of the contract start date, the payment terms are compared.


9 Controlling Integration

Use

Integration between service transactions and SAP ERP controlling enables you to analyze costs and revenues, for example, by product group or service organization, and to calculate work in process (WIP) for long-running transactions.

Prerequisites

You are using the following applications or functions:

● SAP ERP accounting● SAP ERP Inventory Management (MM-IM)● Cross-Application Time Sheet (CATS)● Billing in SAP CRM or SAP ERP

You have completed the following activities in Customizing for Customer Relationship Management, under Transactions Settings for Service Transactions Integration Set Up Time Sheet and Controlling

Integration (in this activity, log on to your SAP ERP system):

● Time Sheet Integration: Define Derivation of Attendance Type, Activity Type and Cost Element● Controlling Integration: Establish Controlling Type, Level, and Scenarios

Features

Controlling-relevant data is transferred from SAP CRM to SAP ERP. The posting of actual costs to the account assignment object in SAP ERP is uses the following data from the service confirmations for a transaction:

● ActivitiesActivities are automatically transferred to a time sheet. The sender cost center is determined from the personnel number of the service employee making the confirmation. The activity type is determined from Customizing. Time sheet data must be transferred to controlling from the time sheet (see Transfer to Controlling). Activity allocation from the service employee’s cost center to the account assignment object then takes place in controlling.

● Service partsService parts automatically generate goods issues in SAP ERP Materials Management (MM), with a posting in accounting and to the account assignment object in controlling.

● Expense itemsExpense items are automatically posted in SAP ERP as transfers: The cost center of the service employee making the confirmation is credited with the entered expense amount, and the account assignment object is debited by that amount. The cost element for the transfer posting is determined from Customizing.



● ToolsTool items are automatically posted in SAP ERP as internal activity allocations. The cost center and activity type are assigned in SAP ERP Customizing under Integration with Other SAP ComponentsCustomer Relationship Management Settings for Service Processing Controlling Integration Assign Cost Center and Activity Type to Tool .Activity allocations from the cost center to the account assignment object then take place in controlling.

Sales items are not confirmed; instead a sales order is created for the service item in SAP ERP Sales and Distribution (SD). Goods issue for delivery in MM triggers the posting of costs in accounting and to the account assignment object.

SAP CRM billing post revenues to accounting and to the account assignment object.

Controlling Types

For each transaction type and service organization, you can choose one of the following controlling types in Customizing:

● Mass-object controllingUnlike single-object controlling, you can immediately analyze the values (without period close) in Profitability Analysis (CO-PA). However, you cannot calculate work in process (WIP).

● Single-object controllingEnables you to analyze individual transactions in detail using internal orders, and to calculate WIP.

● Controlling for account assignment objectsEnables you to analyze individual transactions in detail using work breakdown structure (WBS) elements, internal orders, or sales order items in SAP ERP, and to calculate WIP.

Integration with Business Transactions

Business Transaction Categories

Integration is available for the following business transaction categories:

● Service Contract (BUS2000112)● Service Process (BUS2000116)● Service Confirmation (BUS2000117)● Billing Request (BUS20000240)

In addition to the above transaction categories, you can also assign controlling data to a few transaction categories that are not relevant for controlling (listed below). You can then use the assigned data in the follow-up processes, or can copy it to respective items of a particular transaction:

● Solution Quotation (BUS2000116)● Solution Contract (BUS2000100)● Opportunity (BUS2000111)● Sales Order (BUS2000115), which is mass controlling-relevant● Package Quotation (BUS2000116)● CRM Request for Change (BUS2000116)● Incident/Service Request (BUS2000223)● Provider Order (BUS2000265) with details of controlling integration in provider contracts and provider

orders

SAP Solution Sales and BillingControlling Integration P U B L I C 37

For the controlling fields to be available in the system, the business function CRM_CO_INT must be activated. For more information about the business function, see Extended Controlling Integration [page 9].

After activation of the business function, you must create a new customer UI configuration for the respective transaction types (at the item and the header levels). You must then and activate the respective AC_ASSIGN block of fields in the UI configuration.

Item Categories

Integration is also available for item categories to which you have assigned the following item object types in Customizing for Customer Relationship Management, under Transactions Basic Settings Define Item Categories :

● Service Contract Item (BUS2000137)● Service Product Item (BUS2000140)● Service Product Confirmation Item (BUS2000143)● Service Expense Confirmation Item (BUS2000158)● Service Part Item (BUS2000146)● Service Tool Item (BUS2000153)● Service Tool Confirmation Item (BUS2000154)● Service Expense Item (BUS2000159)● Service Part Confirmation Item (BUS2000142)● Device allocation item (BUS2000186)● Product scrapping item (BUS2000185)

If you want to use controlling integration for item categories to which you have assigned one of the following item object types, you have to select the Service setting in the Assign BW/CO field:

● Sales Item (BUS2000131)● Customer Complaints Item (BUS2000160)● Customer Returns Item (BUS2000161)● Customer Credit Memo Request Item (BUS2000162)● Customer Debit Memo Request Item (BUS2000167)● Customer Billing Request Item (BUS2000163)● Customer Substitute Delivery Item (BUS2000165)

More Information

Mass-Object Controlling [page 39]

Single-Object Controlling [page 40]

Controlling for Account Assignment Objects [page 49]



9.1 Mass-Object Controlling

Usage

You can post the costs and revenues from a business transaction to a profitability segment. You can analyze the values immediately in Profitability Analysis (CO-PA).

Integration

With sales transactions, the costs are posted when the goods issues for delivery are entered in the SAP R/3 Materials Management component (MM-IM). With service activities, the costs are posted to the profitability segment when the confirmation is entered.

Revenues are calculated with , transmitted to SAP R/3, and posted directly to the profitability segment.

The profitability segments are part of Profitability Analysis.

Features

A profitability segment is created for each business transaction item automatically.

● You can view and evaluate the data by product category or service/sales organization, for example.

The following additional characteristics are available in Profitability Analysis:

● Business transaction● Business transaction type● Product category ID● Service organization● Responsible organizational unit (service)● Group of the service employee● Customer hierarchy

NoteYou can use customer enhancements to transfer additional characteristics for evaluation from CRM to CO-PA.

Activities

Add the additional CRM characteristics from the origin tables PACRMSRV (CRM Service) and PACRMSLS (CRM Sales) to the operating concern.


Example

You want to analyze your costs and revenues by service organization. To do this, you add that characteristic to the operating concern. The costs or revenues for each posting are then stored in CO-PA with reference to that characteristic.

9.2 Single-Object Controlling

NoteThe following documentation is based on the assumption that you have selected transaction as the controlling levelin Customizing under Establish Controlling Type, Controlling Level, and Controlling Scenarios . However, the documentation also applies when the controlling level is item . This was done in order to simplify the documentation and because SAP recommends that you use the controlling level transaction .



Use

You can use this function to report and analyze the planned and actual costs and revenues of business transactions in CRM Service. In contrast to mass-object controlling, with single-object controlling you can analyze the data of each individual transaction and its follow-up documents.

Prerequisites

You are using Cost Center Accounting (CO-OM-CCA).

You have selected the controlling type Single-Object Controlling in Customizing under Establish Controlling Type, Controlling Level, and Controlling Scenarios and have carried out the activities under Settings for Single-Object Controlling .

Features

When you create a transaction in SAP CRM, an internal order with the order type SAPS is generated automatically. The profit center is selected based on the following sequence:

● In a customer enhancement that includes CRM characteristics

● Through profit center substitution.(For more information, see the Implementation Guide under General Settings Settings for Profit Center Accounting Define Substitution Rules for CRM Processes .)

● The dummy profit center is used.

The following parameters are taken from the controlling scenario and transferred into the order master data:

● Costing sheet● Overhead key● Results analysis key● Settlement profile● Object class● Functional area

The settlement rule is generated automatically when you release the transaction. For more information, see Settlement in Single-Object Controlling [page 43] . If you have specified a costing variant in Customizing, a standard cost estimate [page 42] is generated automatically.

Actual costs are posted to the internal order in SAP R/3 when the confirmations assigned to a transaction are entered, or in the case of sales items when the goods issue is entered for the delivery. Revenues are posted to the internal order through CRM Billing.

All period-end closing functions are available for the internal order:

● You can assign overhead costs to the internal orders by defining overhead rates or process costs.● You can valuate the activities at actual prices.● You can calculate work in process (WIP) and pass it on to financial accounting.


● You can settle the internal order to the following receivers:○ Profitability segment○ WBS element○ Sales order item○ Another internal order○ Other settlement receivers (through a customer enhancement)

You can take accounting indicators [page 45] into account when you settle.

The Cockpit for Controlling Integration [page 46] and the service process report are available for analysis purposes.

Activities

To access the cockpit, choose Accounting Controlling Product Cost Controlling Cost Object Controlling CRM Service Processes Cockpit for Controlling Integration (CRM Service) .

To run the period-end close, choose Accounting Controlling Product Cost Controlling Cost Object Controlling CRM Service Processes Period-End Closing .

To access a report with CRM characteristics, choose Accounting Controlling Product Cost ControllingCost Object Controlling CRM Service Processes Service Process Report .

9.2.1 Standard Cost Estimates for Single-Object Controlling

Use

In single-object controlling, a cost estimate that calculates the planned costs and revenues can be generated for each service order automatically.

The planned costs are calculated in SAP R/3 using the transferred quantity structure. In addition, the revenues are transferred to the items of the service order.

Overhead rates can be calculated based on the plan data.

CautionPlanned costs and revenues can only be calculated for service orders.

Integration

The only conditions in the service order that are used to calculate planned revenues are those that transfer actual revenues to SAP R/3 FI with CRM Billing.



For service products, the cost center is specified in CRM during planning and transmitted to SAP R/3.

Prerequisites

You are using Product Cost Planning in SAP R/3 (CO-PC-PCP).

The item category of the items in CRM must be relevant to the expense account.

Planned revenues are only transferred for conditions that fulfill the following prerequisites:

● The condition belongs to an item whose item category is relevant to billing or confirmation.● The condition has a condition key that is not statistical and consists of a currency amount.

A costing variant must be defined in Customizing in the controlling scenario.

Features

The service order is costed if the status Released is saved at the header level. The cost estimate then includes all items that also have the status Released .

In R/3, the planned costs and planned revenues for the internal orders are determined automatically and assigned to the internal orders.

If a change is made in the service order that is relevant to costing, the planned data in SAP R/3 is updated automatically.

You can analyze the planned data in detail using reports.

If an error occurs during costing, the error message is not sent to CRM but you can analyze the error in SAP R/3 in the Cockpit for Controlling Integration [page 46] , correct the error, and then restart costing.To access the Cockpit, choose Accounting Controlling Product Cost Controlling Cost Object ControllingCRM Service Processes Cockpit for Controlling Integration (CRM Service) .

9.2.2 Settlement in Single-Object Controlling

In the period-end close, costs and revenues from the internal orders are posted to other account assignment objects (such as profitability segments) and the internal orders are credited. If you are using results analysis, you can settle the work in process and reserves to Financial Accounting.

You can control which account assignment objects are used in settlement.In SAP R/3, this information is stored in distribution rules in the settlement rule.The settlement rule is generated automatically.The distribution rules are based on strategies defined by SAP.The strategy sequences are defined in Customizing and assigned to the controlling scenarios.For more information, see the Implementation Guide (IMG) under

Settings for Single-Object Controlling Strategy Sequences for Automatic Generation of Settlement Rules .The strategies have the following effects:


● Strategy 02: The costs and revenues are settled to a profitability segment. The profitability segment is selected based on the R/3 standard characteristics and additional CRM characteristics. You must have added the additional characteristics to your operating concern and activated them.If you want to define the settlement receiver in the transaction by entering an account assignment there, one of the following strategies must exist in the assigned strategy sequence:

● Strategy 30: The costs and revenues are settled to the transferred account assignment object. If the account assignment object specified in the transaction does not exist in SAP R/3, an error message is issued. In this case, the internal order is created without a settlement rule.

● Strategy 31: As with strategy 30, the costs and revenues are settled to the transferred account assignment object. However, if the account assignment object does not exist, a rule for distribution to a profitability segment is generated. No error message is issued.If you are using accounting indicators and want to have a different settlement receiver for each accounting indicator:

● Strategy 35: The costs and revenues are settled to the receivers specified in the controlling scenario. For more information, see Accounting Indicators in Single-Object Controlling [page 45] .We recommend the following strategy sequences, whereby each strategy must have priority 1:○ 02 and 35: The costs and revenues are settled to a profitability segment and also to the receivers

specified in the controlling scenario.○ 30 and 35: The costs and revenues are settled to the transferred account assignment object and also

to the receivers specified in the controlling scenario. If the account assignment object specified in the transaction does not exist in SAP R/3, an error message is issued.

○ 31 and 35: The costs and revenues are settled in the same way as with strategy sequence 30 and 35. However, if the account assignment object does not exist, a rule for distribution to a profitability segment is generated. No error message is issued.

If an error occurs when you try to create the settlement rule, the error message is not sent to CRM but you can analyze it in R/3 in the Cockpit for Controlling Integration [page 46] and create the missing settlement rule.To access the Cockpit, choose Accounting Controlling Product Cost Controlling Cost Object Controlling CRM Service Processes Cockpit for Controlling Integration (CRM Service) .

Changing the account assignment in the transaction results in the settlement rule of the internal order being created again or changed.

NoteIf the account assignment or accounting indicator fields are not available when you enter the transaction, you cannot settle to a transferred account assignment object or settle separately based on the accounting indicator.

Example

For an example with accounting indicators, refer to the IMG under Settings for Use of Accounting IndicatorsCreate and Maintain Source Structures .



9.2.3 Accounting Indicators in Single-Object Controlling

Use

You can enter accounting indicators for business transactions in CRM Service.

NoteYou cannot enter accounting indicators for sales items.

If the Accounting Indicator field is not visible when you enter the transaction, this function is not available.

The accounting indicator gives you the following options:

● You can increase the level of detail of the costs on internal orders from Cost Element to Cost Element/Accounting Indicator . This enables you to collect and analyze costs separately by accounting indicator.

● In results analysis, you can assign the costs with accounting indicators to a separate line ID. You can then decide whether to include the costs of that line ID when capitalizing the work in process.For more information, see the Implementation Guide (IMG) under Settings for Use of Accounting IndicatorsCreate and Maintain Source Structures .

● You can assign costs with accounting indicators to a separate value field in CO-PA.● You can settle costs with accounting indicators to a settlement receiver defined through the source

assignment.

Prerequisites

You have carried out the customizing activities under Settings for Use of Accounting Indicators .

If you want to settle costs with accounting indicators to different receivers, the following prerequisites must be met:

● In the source structure of the settlement profile, all cost element/accounting indicator combinations must be defined.

● Settlement receivers must be assigned in the controlling scenario for these source assignments.● The strategy sequence for the controlling scenario must include strategy 35.

Features

You can enter the accounting indicator at the header or item level. If you enter the accounting indicator at the header level, it is inherited by all items. The accounting indicator is inherited by the follow-up documents as a default value, and can be changed in the documents. The accounting indicator that is relevant for posting the costs is the accounting indicator transferred from the service confirmation to R/3.

When the settlement rule is generated for the internal order automatically, an additional distribution rule is created for each assignment in the controlling scenario, which defines the receiver and the apportionment of the costs. These distribution rules are generated regardless of whether they are actually needed later.


Example

Suppose you want to collect all goodwill costs on an internal order. You create the Internal order for goodwill costs and the accounting indicator Goodwill . In the source structure, you assign the accounting indicator Goodwill to an assignment. In the controlling scenario, you assign the settlement receiver Internal order for goodwill costs to this source assignment.

When you confirm goodwill costs, you specify the accounting indicator Goodwill :

Confirmation for repair of a photocopier:

Item 1: 3 hours (accounting indicator: Goodwill)

Item 2: 3 hours (no accounting indicator)

When the internal order on which the costs of the confirmation were posted is settled, the confirmed goodwill costs are settled to the Internal order for goodwill costs .

9.2.4 Cockpit for Controlling Integration

Use

The cockpit provides a central point of entry for all cost controlling tasks:

● Error correction● Editing the master data and the settlement rule of the internal orders● Analysis of costs and revenues in reports



Features

The Cockpit is divided into the following areas:

Find by Area

To edit internal orders, correct errors in them, and display reports, you must first select the internal orders. A number of different search functions are available:

● You can search for individual internal orders based on selection criteria. The Cockpit provides a number of search helps for this purpose, which give you all characteristics of the underlying object as selection options.

● If you often search using the same selection criteria, you can save the criteria in a selection variant.

The search results are displayed in the worklist:

Worklist Area

The worklist displays the number of the internal order and of the underlying object, plus the characteristics of the object and other information. You can define you own custom layouts to control which information is displayed.

When you exit the cockpit, the last worklist displayed is saved automatically and will appear the next time you start the cockpit.

Messages Tab


The Cockpit collects the messages issued in SAP R/3 in the Controlling processes in a separate log. This tab displays all messages on the internal ordersin the worklist. You have the following options:

● Display long text of messages● Change internal orders and cost estimates, for example● Restart faulty subprocesses ( applications )

When the errors are corrected, the error messages disappear from the message list. If new errors occur, the old messages are replaced by new ones.

Once you have finished processing a message, you can set a check indicator showing that you are finished with the message. Messages for which the check indicator is set can be deleted from the log.

Object Editing Tab

Here you can change the master data and settlement rules of the internal orders in a separate R/3 session. It is possible to edit multiple internal orders by selecting more than one order in the worklist.

Reports Tab

The following reports are available:

● Order: Actual/Plan/Variance● Order: Breakdown by Partner● Order: Result Analysis/Category

You can also add additional reports to the list and run them.

Activities

Searching for Internal Orders with a Selection Variant

1. Click on one of the selection variant search helps in the Find area, such as Selection Variant Messages .A dialog box appears.

2. Choose an existing selection variant or create a new one.If you want to create a new selection variant, carry out the following steps:

1. a. Enter a name for the selection variant and choose with quick info text Create Selection Variant .The screen ABAP: Variants - Initial Screen appears.

2. b. Choose Create . Enter the selection criteria.

3. c. Choose Attributes .For more information on creating selection variants, refer to Getting Started Reports Report Variants Creating Report Variants .

4. d. Save your variant and return to the dialog box.

3. Choose with quick info text Continue .The selected internal orders are displayed in the worklist. The error messages are displayed on the Messages tab. You can use functions on this tab such as the following:

Access the Master Data of an Internal Order

Click on the order number. A new R/3 session comes up.

Restart Faulty Subprocesses



On the Messages tab, click on the symbol in the Check Automatically column.

Set Check Indicator

Click on the symbol in the Message Checked column. The check indicator is set. To delete the indicator, click on it again.

ReportsTab

Unless you enter a Version Plnnd/Accrued , the reports are displayed with plan/actual version 0.

If you want to specify selection criteria (such as the fiscal year) to be filled automatically when the reports are called, choose Extras User Settings - Reports .

If you want to access reports other than the standard reports, carry out the following steps:

1. Choose Extras Assign Reports .The Assign Reports dialog box appears.

2. Choose with quick info text Insert Row .3. Choose Other Report Type .4. Select Report Writer .5. Select a report type for internal orders using the input help.6. Save your entries.

Example

The error list contains a message on the cost estimate that G/L account 800000 does not exist as a cost element.

1. Correct the error by creating the cost element.2. Select the error message.

3. Click on the symbol in the Check Automatically column.

The system re-costs the internal orders with the faulty cost estimates. If there were no other error messages on these internal orders, or if additional errors occurred, these internal orders disappear from the message list.

9.3 Controlling for Account Assignment Objects

Use

This function provides controlling functionality for internal orders, work breakdown structure (WBS) elements, and sales orders that already exist in SAP Enterprise Resource Planning (SAP ERP). Costs and revenues are posted directly to these objects. No new account assignment objects are created.


If this kind of controlling is used, you must assign a cost object to the CRM transaction or item. Otherwise an error occurs while sending the document to the SAP ERP system, and later on when revenues or costs need to be posted.

You can use additional account assignment objects through customer enhancements. To be able to enter account assignments in transactions, you must create a new customer user interface (UI) configuration (for each of the objects), and then activate the AC_ASSIGN block of fields in the UI configuration.

Prerequisites

You have selected the controlling type Controlling for Account Assignment Object in Customizing under Establish Controlling Type, Controlling Level, and Controlling Scenarios.

The account assignment objects must exist in SAP ERP before you can transfer costs and revenues from SAP Customer Relationship Management (SAP CRM).

Features

You can enter the account assignment at the header or the item level of the transaction. If you enter the account assignment at the header level, then it is inherited by all items. All follow-up documents receive the account assignment of the preceding document. This account assignment cannot be changed.

When you enter the account assignment, no check is made by default to determine whether the account assignment object exists and can be posted to.

It is possible to activate system validation of user entries. For more information about validating user input, see Validation of User Input [page 51].

When the service order is released, or when the service confirmation is entered, the account assignment information is transferred to SAP ERP.

If you enter accounting indicators in the transaction, they are also transferred to SAP ERP. How this information is evaluated, and therefore which functions are available, depends on the account assignment object.

Example

You want to assign the costs and revenues of a service order created for a project to an existing WBS element. To do this, you enter the WBS element as the account assignment in the service order.



9.4 Validation of User Input

Use

You can activate validation for correctness of user entries for controlling assignments such as work breakdown structure (WBS) elements, internal orders, and so on.

Prerequisites

You have ensured that the following requirements are met:

● Business function CRM_CO_INT is activated. For more information about the business function, see Extended Controlling Integration [page 9].

● Business Add-In (BAdI) implementation CRM_ACASSIGN_VALID of the BAdI CRM_ACASSIGN_BADI is activated.

● Value help table in SAP Customer Relationship Management (SAP CRM) is filled with available controlling elements. You can use the report IAOM_CRMSRV_F4_UPLOAD in SAP Enterprise Resource Planning (SAP ERP) to load the currently available controlling objects (such as WBS elements and internal orders) from SAP ERP to SAP CRM.

Features

A check is performed to validate if the controlling element you have entered already exists in the system. The check is performed in the offline mode such that, only the entries in SAP CRM are verified with the already replicated entries from SAP ERP.


10 Usage with Offer-to-Cash (O2C) and FI-CA Handling

SAP Solution Sales and Billing can be used in both Contract Accounts Receivable (FI-AR) and Contract Accounts Receivable and Payable (FI-CA) billing scenarios. In SAP Customer Relationship Management (SAP CRM), you can enable the corresponding billing mode by making the following Customizing settings:

● If FI-AR is activated, then:○ The business function SAP Solution Sales and Billing (FICAX_SOLSALESBILL) must be activated in

the SAP Enterprise Resource Planning (SAP ERP) system.○ The business function Integrating Billing in Convergent Invoicing in FI-CA with SD Billing (/SOIN/

CI_SD) must be activated in the ERP add-on for the solution SAP Solution Sales and Billing.○ SD Billing and FI-AR are used in SAP ERP.○ SAP Solution Sales and Billing allows the creation of invoices in Sales and Distribution (SD) Billing for

all follow-up transactions of one solution quotation (sales, service, and consumption). For more information about creating invoices in SD Billing for objects from multiple sources, see SAP Help Portal at http://help.sap.com/fsb .

● If FI-CA is activated, then:○ FI-CA is used for billing, invoicing, and accounting.

For more information about making the relevant Customizing settings, see Customizing for Customer Relationship Management under Master Data Business Partner Business Agreement Define Basic Settings .


Usage with Offer-to-Cash (O2C) and FI-CA Handling


11 Operations Information

This section describes how solution contract data can be archived in SAP Solution Sales and Billing.

11.1 Archiving of Solution Sales Data

Use

Data archiving allows you to relocate the data pertaining to closed business transactions from the database, without having to shut down the respective system. You can therefore archive data pertaining to Solution Quotations [page 16] and Solution Contracts [page 20] that are no longer needed in the current business process.

Business objects can be identified by mapping SAP Customer Relationship Management (SAP CRM) tables to their appropriate archiving objects, which are predefined technical mappings of the actual business objects. These business objects are chosen according to user-defined selection criteria, and are first compressed into archive files and then written to a file system. The written files are then read again, and the corresponding data records are deleted from the database.

Extensive checks are performed to ensure that solution quotations and solution contracts are closed and are not needed by other business transactions, before they can be archived and deleted.

More Information

For more information about archiving, see Archiving of Business Transactions at SAP Help Portal under http://help.sap.com/crm .

11.1.1 Archiving of Solution Quotations

Use

You can archive a solution quotation that is no longer needed in the current business process using the archiving object CRM_SERORD. The data is first copied to an external archive file and is then deleted from the database. For more information on the archiving object CRM_SERORD, see SAP Customer Relationship Management Basic Functions Data Archiving Archiving of Business Transactions Service Orders (Archivability Check for Service Orders) .

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More Information

For more information on archiving, see The Archiving Procedure.

11.1.2 Archiving of Solution Contracts

Use

You can archive and delete the data related to Solution Contracts [page 20] (from the database), using the archiving object CRM_COMPTX. SAP delivers the archiving information structure SAP_CRM_COMPT01, and the field catalog SAP_CRM_COMPTX, for accessing the archived data.

Make sure that you have taken all of the criteria for archiving into account before you start archiving a solution contract. For more information on archiving, seeThe Archiving Procedure .

Prerequisites

You have ensured the following before proceeding with the archiving of solution contracts:

● You have set the residence time in the application-specific Customizing of the archiving object CRM_COMPTX. The residence time defines the number of days that must be exceeded before a solution contract can be archived. For information about maintaining residence times, see Maintaining Residence Times at SAP Help Portal under http://help.sap.com/crm .

● If there is an included service contract of the solution contract, then the status of the service contract is set as Completed.

● If there is an included provider contract in the solution contract, then the status of the provider contract is set as Provider Contracts Finished.

● The solution contract is not yet marked as Archived.● The solution contract must be archived before its included contracts (service contracts and provider

contracts).● The included contract (service contract or provider contract) that belongs to the solution contract can

only be archived if the solution contract is already archived.

Features

Preprocessing Program

The preprocessing program CRM_ARC_COMPTX_CHECK selects the solution contracts to be archived and marks them as Archivable.

A solution contract can only be marked as Archivable if it fulfills all of the following criteria:

● It is not yet marked as Archived.


Operations Information

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● It has exceeded the residence time.● If an included service contract exists, then it is set as Completed.● If an included provider contract exists, then its status is set as Provider Contracts Finished.

You can restrict the number of documents to be archived using different selection criteria such as Transaction Type and Transaction Number. The preprocessing program marks the solution contract to be archived, but it does not delete any data from the database. Documents that are marked as Archivable can no longer be changed.

Write Program

The write program CRM_ARC_COMPTX_SAVE selects all of the solution contracts marked as Archivable, and writes them to the archive file.

Delete Program

The delete program CRM_ARC_COMPTX_DELETE selects the archived data of an archiving session along with all of the other immediately dependent data, and deletes it from the database. For more information, seeSettings for the Delete Program .

Displaying Archived Composite Transactions

To display archived solution contracts, use the general procedure for displaying the archived objects. For more information, see The Archiving Procedure.

NoteTo archive and display the archived solution contracts, you must first activate the archive information structure SAP_CRM_COMPT01 using the transaction SARI.

More Information

For more information about archiving, see Data Archiving in SAP CRM at SAP Help Portal under http://help.sap.com/crm .

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