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Best Practices for Offline Pricing in SAP Service Cloud

Best Practices

Overview

Offline Pricing in SAP Service Cloud is designed to offer the latest pricing information for service parts or products in offline mode for a service technician to interact with a customer in real-time, without internet. The offline pricing engine in the SAP Service Cloud uses the SAP ERP or the SAP S/4HANA Pricing Engine as a basis to offer offline pricing. You must integrate with either SAP ERP or SAP S/4HANA to configure pricing procedures, condition types and access sequence for offline pricing. Prior to synchronizing the Price Master information from the SAP ERP or the SAP S/4HANA to the SAP Cloud for Customer, the master data (account, product, organizational structures, and more) needs to be replicated first.

This article will introduce typical business case scenarios to illustrate when and how to use offline pricing in the SAP Service Cloud.

Table of Contents


Business Scenarios (Field Service)


Business Scenario 1 - Deliver the Service in Offline Mode:

Service Technician: Mike

Customer: Anne

Service technician Mike visits Anne to repair her refrigerator. After checking, Mike finds the issue is caused by a broken drain pan and he needs to replace it with a new one.

Anne asks how much it will cost for the new part and his service.

Mike is unable to check the price in the service request since the network is unavailable at the customer's site.

Mike switches the SAP Service Cloud application to offline mode and opens the service request to add the parts and service time in offline mode.



Mike provides pricing information to Anne immediately since the offline pricing functionality is enabled for his SAP Service Cloud application .

Anne accepts the price and signs the service request, in offline mode.

Mike finishes his job on site and then synchs up the service request for further processing after he connects to the internet.



Business Scenario 2 - Discount Limitation:

Service Technician: Mike

Customer: Anne

Service technician Mike visits Anne to repair her refrigerator. After checking, Mike finds the issue is caused by the broken drain pan and he needs to replace it with a new one.

Anne asks how much it will cost for the new part and his service.

Mike is unable to check the price since the network is unavailable at the customer's site.

Mike switches the SAP Service Cloud application to offline mode and opens the service request to add the parts and service time in offline mode.

Mike provides pricing information to Anne immediately since the offline pricing functionality is enabled for his SAP Service Cloud application .

Anne isn't satisfied with the price and wants an 8% discount.

Mike checks in the system and confirms that 5% off is the maximum discount he can give for service part. However, he can also give 1% off on the whole deal.

Anne accepts the discount and signs the service request, in offline mode.

Mike finishes his job on site and then synchs up the service request for further processing after he connects to the internet.



Business Scenario 3 - Upselling on the Site:

Service Technician: Mike

Customer: Anne

Service technician Mike visits Anne to repair her refrigerator. After checking, Mike finds the issue is caused by the broken drain pan and he needs to replace it with a new one.

Anne asks how much it will cost for the new part and his service.

Mike is unable to check the price in the service request since the network is unavailable at the customer's site.

Mike switches the SAP Service Cloud application to offline mode and opens the service request to add the parts and service time in offline mode to estimate the total cost.

Mike checks and finds two types of drain pan are available. Type A which is newer and more expensive, and type B which is older and cheaper.

Mike provides pricing information for both A  and B to Anne. He recommends A to Anne since A has better performance with an acceptable price.

Anne chooses A and signs the service request, in offline mode.

Mike finishes his job on site and then synchs up the service request for further processing after he connects to the internet.



Implementation

Ready to implement? Let's look at what is required to support offline pricing in SAP Service Cloud. Please see the below list for the prerequisites, features and steps to set up Offline Pricing in SAP Cloud for Customer.


Prerequisites: Offline Functionality Enabled + External Pricing Enabled

The above prerequisites offer or require the following:

  • Supports Offline Pricing based on Pricing procedure, condition types and access sequence.
  • Supports orders, quotations and service tickets with external pricing enabled.
  • Requires integration with SAP ERP.
  • Supports both middleware SAP Process Integration and SAP Cloud Platform Integration.
  • Supports Pricing Customization transfer from SAP ERP to SAP Cloud for Customer. It is a standard tool. 
  • iFlows are available to transfer price master data.
  • Minimum usage of CODERINT SP36
  • SAP S/4HANA On premise is supported from release version 1809 onwards.
  • If the Pricing Master Data involves accounts, products, and sales organization, then the corresponding data is downloaded to support offline mode, but only if those accounts, products, and sales organizations are already synced to offline.


Steps to Setup Offline Pricing

  • Create or reuse existing SAP ERP Pricing Procedures.
  • Download Customization from SAP ERP.
  • Perform scoping in SAP Cloud for Customer.
  • Perform fine tuning in SAP Cloud for Customer.
  • Upload Customization from SAP ERP to SAP Cloud for Customer.
  • Review Pricing Customization in SAP Cloud for Customer.
  • Define Pricing Procedure Determination.
  • Trigger Price Master Data Exchange from SAP ERP.
  • Review the Price Master Data and the Pricing Status in Sales Documents.
  • Adjust the Offline Data download settings:
    • Assign users to the authorization “Price Master Data (Grant Authorization)”.
    • Set the Auto to Price Master Data Offline sync.
    • Set Offline download of pricing data for employee’s sales organization, accounts and products.

Roadmap: Flexible Offline Pricing

Customization and Master Data

Advanced scenarios

Future Topics

  • Reports for Download and Upload of Customization and Master Data
  • Support of important fields: Sales Area, Material, Customer, Incoterms, Payment terms and more
  • Provision of price breakdown with ability to maintain manual discounts
  • Enabling nine field combinations for access sequence definition
  • Integration with SAP S/4HANA On Premise
  • Honor account hierarchy for pricing calculations
  • Support of Condition Exclusion
  • Support of Condition limit
  • Support for additional standard fields – Country, Incoterms, Ship to-party, Global Trade Item Number (GTIN) and Order Reason
  • Support of Extension fields from accounts and Products for offline price calculation
  • Currency Conversion
  • Offline Internal Pricing
  • Display of price validity dates in offline
  • Support for user exists
  • Additional fields for pricing – list price, material price group, price group

Note: Above text in Green refers to items available in current release. Above text in Black refers to roadmaps items and are subject to change.

Known Limitations in Flexible Offline Pricing

The following lists the features that are not yet supported in offline pricing, but are on the roadmap (Subject to Change):

  • Currency conversion: Since currency conversion is not supported in offline pricing, the sales/service document currency should be the same as the currency maintained for price/discount/surcharge condition records in SAP Cloud for Customer.
  • User exits
  • Data field in condition table
  • Structure conditions
  • Copy process
  • Tax calculation
  • Quantity conversion (only supported in sales order and sales quote)
  • Group condition processing (only supported in sales order and sales quote)
  • Component-level breakdown for pricing is not available for service tickets.

Conclusion

Now, you should be well aware of the different business opportunities that are realized using offline pricing within SAP Cloud for Customer, the roadmap along with how to implement this functionality. If you would like to know more and dive deeper into this area, then please have a look at below articles.