Service in SAP S/4HANA Cloud 2202

A new year brings something new. SAP S/4HANA 2202 delivers various exciting innovations. In this blog, I will walk you through key innovations in Service as a part of SAP S/4HANA Cloud 2202.

Top highlights are

• Service Process Integration with SAP Service Cloud for Agent Desktop
• Planned Cost and Revenue in Service Orders
• Enabling Product Proposal in Service Orders
• Enabling Service in Customer 360° View

You can watch this 4 min video for a quick overview.

I have updates on

Service Order Management (3D2)
– Service Process Integration with SAP Service Cloud for Agent Desktop
– Planned Cost and Revenue in Service Orders
– Enabling Product Proposal
– Enabling Service in Customer 360° View
– Early Reservation of Stock Spare Parts in Service Orders
– Improvement of Equipment Search
SAP FSM Integration (49X)
– Navigation from Service Orders to SAP FSM Service calls
– Service Rendered Date from SAP FSM via API
In-House Repair (3XK)
– Credit Management
– ATP Check and Reservation for Service Parts
– Enabling Product Proposal
Service Contract Management (3MO)
– Credit Simulation in Service Contracts
– Equipment Serial Number in Object List

Service Order Management

Service Process Integration with SAP Service Cloud for Agent Desktop

Service order management integrates service processes with SAP Service Cloud, Agent Desktop. This pre-integrated solution enables service agents to launch processes in SAP S/4HANA directly from the agent console, eliminating the need to switch applications. This can also simplify the project implementation as core processes stay in SAP S/4HANA and surface in SAP Service Cloud contextually through mash-ups.

Capabilities

• Agent-enabled to launch processes available in SAP S/4HANA,
  such as service order, directly from the agent console
• Embeds service-order processes UI as mash-ups in SAP Service Cloud, agent console
• Includes create, view, and update Service orders
• Timeline microservice in SAP Service Cloud, agent console to capture key events of service orders such as create and status change with configurable events

Screen 1: Service agents can display service orders directly at Agent Desktop in SAP Service Cloud

Screen 2: Service agents can also create service orders directly at Agent Desktop in SAP Service Cloud

Demo 1: This demo shows the service process integration with agent desktop in SAP Service Cloud

Planned Cost and Revenue in Service Orders

Service order management enables the calculation of planned cost and revenue on service orders, which can be the baseline for financial reporting and analysis. This capability provides insight into the cost structures of service orders, which can support decision making process for service orders.

Capabilities

• Calculation of planned costs and revenue per service order line items and total amount
• Service orders provide a new tab, ‘Planned Cost and Revenue’
• Ability to update baseline upon changes on planning

Screen 3: A new tab ‘Planned Cost and Revenue’ is available in service orders

Demo 2: This demo shows the new feature of planned cost and revenue in service orders in SAP S/4HANA Cloud 2202.

Enabling Product Proposal in Service Orders

Service order management enables the ability to define bills of materials in relations to reference objects and use pre-defined set of service items and spare parts for creating a service order. This can enhance the accuracy of selecting necessary items on services.

Capabilities

• Provide a predefined set of service items and spare parts, which are relevant to products. Enter items in service orders through a new product-proposal feature
• Choose spare parts maintained as a bill of materials (BOM) for reference objects in service orders

Demo 3: This demo shows how to use ‘Product Proposal’ feature in Service Orders, which is delivered as a part of SAP S/4HANA Cloud 2202.

Enabling Service in Customer 360° View

‘Customer – 360° View’ app enhanced the content by including service quotations and service orders. As a result the app provides the single access point for all customer related processes across sales and service. You can leverage an improved overview of customer related processes, including sales and service.

Capabilities

• Enhanced content in ‘Customer – 360° View’ app, including tabs for service quotations and service orders
• Enabled the navigation to ‘Customer 360 View’ from ‘Manage Service Orders’
  by clicking ‘Sold-to-party’

Screen 4: Enabled the navigation to ‘Customer 360 View’ from ‘Manage Service Orders’ by clicking ‘Sold-to-party’

Early Reservation of Stock Spare Parts in Service Orders

ATP Check and Reservation for stock spare parts in Service orders are already introduced in the previous releases. In 2202, it is enabled to define in which status you want to create the material reservation for stock service parts. Upon configuration below, it is possible to perform early reservation of spare parts in service order item level when it is still in process as well. It is possible to define ‘In Process’, ‘Released’, or ‘Not required’ under configuration.

Configuration

• Define Lifecyle Status for Reservation Creation in Service Transaction
  You can define in which repair order status the reservation is executed at item category level.

In your configuration environment, perform the configuration step Define Lifecycle Status for Reservation Creation in Service Transaction.

• Released
• In Process
• Not required

Screen 5: Define Lifecycle Status for Reservation Creation in Service Transaction

>Improvement of Equipment Search

The equipment search is improved in service orders, service quotations, and service confirmations. You can search by Partner Function, Business Partner ID, Reference Product ID, and Serial Number on the default screen instead of search criteria Created By, Created On, and Equipment Category. A default search is run with the Partner Function (Sold-To Party) and Business Partner ID information obtained from their service transaction. The search results with a list of available equipment are displayed.

Screen 6: You can search an equipment by Partner Function, Business Partner ID, Reference Product ID, and Serial Number on the default screen

SAP Field Service Management integration

Navigation from Service orders to SAP FSM Service calls

You can now navigate directly from service orders to the related service calls in SAP Field Service Management using the service call IDs that are stored in the corresponding service orders.

Screen 7: Clicking a service call ID in a service order navigates the service call in SAP FSM

Service Rendered Date from SAP FSM via API

You can now replicate the date on which expenses were incurred, mileage was covered, or stock service parts were used as a service rendered date in service confirmations of SAP S/4HANA Cloud. The replication is triggered during the approval process in SAP Field Service Management using the integration flow Replicate Confirmed Service from SAP Field Service Management to SAP S4HANA Cloud.

Screen 8: This shows an example of replication of the service rendered date for mileage from SAP FSM to a service order
 

In-House Repair

Credit Management in In-House Repair

In-House Repair process enables to perform credit checks when saving repair orders and support decisions in order to reduce the risk of financial loss. This function requires the activation in configuration for credit management.

Capabilities

• Automatic credit check and credit commitment update upon saving
  a repair order in the released status
• Block repair orders which exceed the defined credit limits
• Credit commitment transfer between repair orders and billing documents
• Possible to release blocked repair orders by authorized staffs (CREDIT_CONTROLLER) in the app ‘Manage Documented Credit Decisions’

Screen 9: Activate credit management for repair orders

 

For configuration for credit management, please refer to the previous blog. The configuration steps are same as service orders.

Service in SAP S/4HANA Cloud 2108 | SAP Blogs

Demo 4: This demos show the credit management in In-House Repair

ATP Check and Reservation for Service Parts in In-House Repair

In-House Repair Process enables to perform ATP check and Reservation for stock service parts in repair orders in order to ensure stock availability. This is valid for roles, Customer Service Representative and Customer Service Manager in In-House Repair.

Capabilities

• You can check the available quantity of stock service parts in the Mange Repair Order app when the repair order has the status Open or In Process.
• When you change the repair order item to In Process or Released, a reservation is created. You can see:
  • The reserved quantity per stock service part under Items.
  • The material reservation under Transaction History

Screen 10: ATP check on a service part on a repair order

 

Prerequisites
This is an optional feature depending on your business needs. You can activate the followings.

• Activate Simulative ATP Check for Service Parts (SSCUI in Service)
  BPC_EXPERT > Configure your solution – Service – Activate ATP Check for Service Parts

These item categories are used in Service Order Management and in In-House Repair. If you      select the ATP Rel checkbox, both scenarios are affected.

• Manage Product Master
  PRODMASTER_SPECIALIST > Manage product master > Stock Service Part – Plant – Sales – Availability Check
• Define Lifecyle Status for Reservation Creation in Service Transaction
  You can define in which repair order status the reservation is executed at item category level.

In your configuration environment, perform the configuration step Define Lifecycle Status for Reservation Creation in Service Transaction.

Screen 11: Define lifecycle status for reservation creation

Demo 5: This demo shows the new feature in In-House Repair to perform ATP check and reserve stock service parts.

Enabling Product Proposal

In-House Repair enables the ability to define bills of materials in relations to reference objects and use pre-defined set of repair items and spare parts for creating a repair order. This can enhance
the accuracy of selecting necessary items on repairs.

Capabilities

• Provide a predefined set of service items and spare parts, which are relevant to products. Enter items in repair orders through a new product-proposal feature
• Choose spare parts maintained as a bill of materials (BOM) for reference objects in repair orders

For details, please refer to the demo for ‘enabling product proposal’ in service order management above.

Service Contract Management

Credit Check Simulation in Service Contracts

Service contracts enable an option to perform a credit check before a service contract is released in order to avoid any lock situation due to a failed credit check.

Capabilities

• New button available on service contract header to simulate a credit check
• Items in status open and in process can also be checked
• Check result is displayed as message in the notification bar
• No changes to service contract are done with this check, for information only

Screen 12: ‘Simulate Credit Check’ is available on service contracts

Demo 6: This demo explains the credit check simulation in service contracts

Equipment serial number in object list

Service contracts now display an equipment’s serial number in the object list. This is only possible if the relevant serial number already exists for the equipment in the equipment master data when you add the equipment to the object list.

Screen 13: Serial number is displayed in the object list in a service contract

This is what I prepared for highlights from Service in SAP S/4HANA Cloud 2202. Hope you enjoyed the content.

You may be interested in

The blog for Service highlights on 2111
Service in SAP S/4HANA Cloud 2111 | SAP Blogs

The Collection link for Service
Service in SAP S/4HANA Cloud – The Link Collection | SAP Blogs

For more information on SAP S/4HANA Cloud, check out the following links:

• SAP S/4HANA Cloud Community for Service here
• SAP S/4HANA Cloud Release Blogs here
• Early Release Webinar Series here
• Sven Denecken’s SAP S/4HANA Cloud 2202 here
• Product videos on our SAP S/4HANA Cloud and SAP S/4HANA YouTube playlist
• Inside SAP S/4HANA Podcast here
• Best practices for SAP S/4HANA Cloud here
• SAP S/4HANA Cloud Customer Community: register here
• Feature Scope Description here
• What’s New here
• Help Portal Product Page here
• Implementation Portal here

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