Demo Script for SAP S/4HANA 2020 Fully-Activated Appliance: Service - Recurring Service
This demo guide covers the entire process flow from service request to service quotation, service order, service confirmation through to billing. It also describes how recurring services are planned, and it offers a service management analytics view. Download the DocumentSAP S/4HANA 2020 Fully-Activated Appliance
December 2020 (V2)
English
PUBLIC
SAP S/4HANA 2020 Fully-Activated Appliance:
Service
Demo Guide
December 2020 (V2)
English
PUBLIC
SAP S/4HANA 2020 Fully-Activated Appliance:
Service
Demo Guide
2
Table of Contents
1 How Can This Script Be Used? 4
2 Demo Story: Service 5
2.1 Prerequisite: Generate Work Schedules 5
2.2 Scenario 1: Service Request Processing in the Interaction Center 6
2.2.1 Identify and Confirm Account 6
2.2.2 Create Service Request 9
2.2.3 Search for Knowledge Article 11
2.2.4 Dispatch Service Request to 2nd Level 12
2.2.5 Process Service Request and Create Service Quotation 14
2.3 Scenario 2: Service Order Processing for Services with Stock Material 18
2.3.1 Create Service Order 18
2.3.1.1 Create Service Order as Follow-Up of a Quotation 18
2.3.1.2 Create Service Order Without Predecessor Document 19
2.3.2 Process Service Order 25
2.3.3 Create Service Confirmation 26
2.3.4 Complete Service Order 30
2.3.5 Release Service Confirmation for Billing 31
2.3.6 Bill Service 32
2.3.7 Display Document Flow in Service Confirmation (Optional) 33
2.4 Scenario 3: Service Order Processing for Services with Sales Product 34
2.4.1 Create Service Order 35
2.4.2 Create Outbound Delivery for Sales Order 38
2.4.3 Create Billing Document for Sales Order 40
2.4.4 Create Service Confirmation 41
2.4.5 Complete Service Order 43
2.4.6 Release Service Confirmation for Billing 45
2.4.7 Bill Service 46
2.5 Scenario 4: Recurring Service 47
2.5.1 Create Maintenance Plan 47
2.5.2 Schedule Maintenance Plan 50
2.6 Scenario 5: Solution Quotation Management 52
2.6.1 Create Solution Quotation 53
2.6.2 Maintain Service Contract 56
2.6.3 Create Outbound Delivery for Sales Order 59
2.6.4 Create Billing Document for Sales Order 61
2.6.5 Process Service Order 63
2.7 Scenario 6: Service Monitoring and Analytics 63
Table of Contents
1 How Can This Script Be Used? 4
2 Demo Story: Service 5
2.1 Prerequisite: Generate Work Schedules 5
2.2 Scenario 1: Service Request Processing in the Interaction Center 6
2.2.1 Identify and Confirm Account 6
2.2.2 Create Service Request 9
2.2.3 Search for Knowledge Article 11
2.2.4 Dispatch Service Request to 2nd Level 12
2.2.5 Process Service Request and Create Service Quotation 14
2.3 Scenario 2: Service Order Processing for Services with Stock Material 18
2.3.1 Create Service Order 18
2.3.1.1 Create Service Order as Follow-Up of a Quotation 18
2.3.1.2 Create Service Order Without Predecessor Document 19
2.3.2 Process Service Order 25
2.3.3 Create Service Confirmation 26
2.3.4 Complete Service Order 30
2.3.5 Release Service Confirmation for Billing 31
2.3.6 Bill Service 32
2.3.7 Display Document Flow in Service Confirmation (Optional) 33
2.4 Scenario 3: Service Order Processing for Services with Sales Product 34
2.4.1 Create Service Order 35
2.4.2 Create Outbound Delivery for Sales Order 38
2.4.3 Create Billing Document for Sales Order 40
2.4.4 Create Service Confirmation 41
2.4.5 Complete Service Order 43
2.4.6 Release Service Confirmation for Billing 45
2.4.7 Bill Service 46
2.5 Scenario 4: Recurring Service 47
2.5.1 Create Maintenance Plan 47
2.5.2 Schedule Maintenance Plan 50
2.6 Scenario 5: Solution Quotation Management 52
2.6.1 Create Solution Quotation 53
2.6.2 Maintain Service Contract 56
2.6.3 Create Outbound Delivery for Sales Order 59
2.6.4 Create Billing Document for Sales Order 61
2.6.5 Process Service Order 63
2.7 Scenario 6: Service Monitoring and Analytics 63
3
Document History
Revision Date Change
1.0 <2019-12-06> Release for customer
1.1 <2020-01-04> Upgrade to release 1909 FPS01; inclusion of Solution Quotation Management
scenario.
1.2 <2020-01-06> Upgrade to release 1909 FPS02; Solution Quotation Management scenario
updated.
2.0 December
2020
Upgrade to release 2020; the Presales chapters has been moved to a
separate demo script;
New with release 2020: Recurring service planning, service monitoring and
analytics, service order history for technical objects; for in-house repair
management, refer to the separate demo guide.
Document History
Revision Date Change
1.0 <2019-12-06> Release for customer
1.1 <2020-01-04> Upgrade to release 1909 FPS01; inclusion of Solution Quotation Management
scenario.
1.2 <2020-01-06> Upgrade to release 1909 FPS02; Solution Quotation Management scenario
updated.
2.0 December
2020
Upgrade to release 2020; the Presales chapters has been moved to a
separate demo script;
New with release 2020: Recurring service planning, service monitoring and
analytics, service order history for technical objects; for in-house repair
management, refer to the separate demo guide.
4
1 How Can This Script Be Used?
This demo script has been written for usage with the SAP S/4HANA 2020 Fully-Activated Appliance (in short
“appliance” in this script), hence you will need such an appliance to make use of this guide.
The appliance can be brought up in two ways, and the demo scenario in this script is largely the same for both:
1. Via SAP Cloud Appliance Library (hosted on cloud providers)
You need a cloud provider account at AWS, MS Azure, or GCP. With this, you can deploy the appliance within
1-2 hours from https://cal.sap.com > Solutions > SAP S/4HANA 2020 Fully-Activated Appliance.
2. Via installing it on your own on-premise hardware.
You need to provide your own hardware, and order & install the appliance as explained in SAP Note 2041140.
If you are new to the SAP S/4HANA Fully-Activated Appliance, introductory information can be found here:
https://blogs.sap.com/2018/12/12/sap-s4hana-fully-activated-appliance-create-your-sap-s4hana-1809-
system-in-a-fraction-of-the-usual-setup-time/
Important:
Before you start your demo, please read SAP S/4HANA Fully-Activated Appliance: Demo Scripts for information
about necessary preparations, especially any post-deployment steps to ensure the full functionality of your
appliance. These steps are covered in sections;
B) General Remarks
C) Post-deployment Steps
D) Log-on to the system
Besides this, you will also find links to all demo scripts on this page.
1 How Can This Script Be Used?
This demo script has been written for usage with the SAP S/4HANA 2020 Fully-Activated Appliance (in short
“appliance” in this script), hence you will need such an appliance to make use of this guide.
The appliance can be brought up in two ways, and the demo scenario in this script is largely the same for both:
1. Via SAP Cloud Appliance Library (hosted on cloud providers)
You need a cloud provider account at AWS, MS Azure, or GCP. With this, you can deploy the appliance within
1-2 hours from https://cal.sap.com > Solutions > SAP S/4HANA 2020 Fully-Activated Appliance.
2. Via installing it on your own on-premise hardware.
You need to provide your own hardware, and order & install the appliance as explained in SAP Note 2041140.
If you are new to the SAP S/4HANA Fully-Activated Appliance, introductory information can be found here:
https://blogs.sap.com/2018/12/12/sap-s4hana-fully-activated-appliance-create-your-sap-s4hana-1809-
system-in-a-fraction-of-the-usual-setup-time/
Important:
Before you start your demo, please read SAP S/4HANA Fully-Activated Appliance: Demo Scripts for information
about necessary preparations, especially any post-deployment steps to ensure the full functionality of your
appliance. These steps are covered in sections;
B) General Remarks
C) Post-deployment Steps
D) Log-on to the system
Besides this, you will also find links to all demo scripts on this page.
5
2 Demo Story: Service
This demo guide covers the entire process flow from service request to service quotation, service order, service
confirmation through to billing. It also describes how recurring services are planned, and it offers a service
management analytics view. The scenarios below are based on a B2B scenario with accounts (companies) and
contact persons related to the accounts.
The following pre-defined users are available for this demo story:
User Details
IC_AGENT_SRV Interaction Center role for service request receipt, knowledge article
search and inbox processing
SERV_MAN
Service professional role to process all service-related documents,
master data and related functions; workflow approval for sales orders is
enabled for this user.
SERV_EMPL Basic service employee role to process service-related documents
The scenarios in this demo script have been tested with the SAP Best Practices master data mentioned in the
scenarios below. For a complete overview of master data available for the SAP Best Practices for SAP S/4HANA
(on premise) solution, refer to this document: https://rapid.sap.com/bp/BP_OP_ENTPR → scroll down to Master
Data Overview.
2.1 Prerequisite: Generate Work Schedules
Work schedules are relevant when creating service confirmations. To avoid error messages during service
confirmations, generate the relevant work schedules manually:
Log on to the backend SAP GUI system.
Access the IMG (Implementation Guide) via transaction SPRO → SAP Reference IMG.
In the IMG, navigate to Time Management → Work Schedules → Work Schedule Rules and Work Schedules →
Generate Work Schedules Manually.
On the Create Work Schedule screen, maintain the following data:
Field Value
Employee subgroup grouping 2
Holiday calendar 99
Personnel subarea grouping 99
Work schedule rule YB00
Calendar month from (MMYYYY) <current month / year, for example, 122020>
to (MMYYYY) <maintain a suitable month / year, at least current
month / year, or a month in the future>
Choose Create all.
Confirm Work schedule ( ) already exists warnings by choosing E n t e r (until no more warnings are displayed).
If relevant, select a customizing request.
2 Demo Story: Service
This demo guide covers the entire process flow from service request to service quotation, service order, service
confirmation through to billing. It also describes how recurring services are planned, and it offers a service
management analytics view. The scenarios below are based on a B2B scenario with accounts (companies) and
contact persons related to the accounts.
The following pre-defined users are available for this demo story:
User Details
IC_AGENT_SRV Interaction Center role for service request receipt, knowledge article
search and inbox processing
SERV_MAN
Service professional role to process all service-related documents,
master data and related functions; workflow approval for sales orders is
enabled for this user.
SERV_EMPL Basic service employee role to process service-related documents
The scenarios in this demo script have been tested with the SAP Best Practices master data mentioned in the
scenarios below. For a complete overview of master data available for the SAP Best Practices for SAP S/4HANA
(on premise) solution, refer to this document: https://rapid.sap.com/bp/BP_OP_ENTPR → scroll down to Master
Data Overview.
2.1 Prerequisite: Generate Work Schedules
Work schedules are relevant when creating service confirmations. To avoid error messages during service
confirmations, generate the relevant work schedules manually:
Log on to the backend SAP GUI system.
Access the IMG (Implementation Guide) via transaction SPRO → SAP Reference IMG.
In the IMG, navigate to Time Management → Work Schedules → Work Schedule Rules and Work Schedules →
Generate Work Schedules Manually.
On the Create Work Schedule screen, maintain the following data:
Field Value
Employee subgroup grouping 2
Holiday calendar 99
Personnel subarea grouping 99
Work schedule rule YB00
Calendar month from (MMYYYY) <current month / year, for example, 122020>
to (MMYYYY) <maintain a suitable month / year, at least current
month / year, or a month in the future>
Choose Create all.
Confirm Work schedule ( ) already exists warnings by choosing E n t e r (until no more warnings are displayed).
If relevant, select a customizing request.