Field Service and Repair at On-Site
I have written this blogpost for explaining the process of Field Service and Repair(On-Site) in SAP Business ByDesign System.
The Field Service and Repair business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier.
On Site if the service or repair should be carried out at the customer location.
At Own Service Center if the service or repair should be done in-house
At Supplier Service Center if the service or repair should be carried out by a third party at a third-party service center.
In this blog I have explained services and repair at On-site.
I am also going to post two more blogs related to Field Service and Repair at Own Service Center and At Supplier Service Center in this week.
Field Service and Repair at On-Site (Customer Site) Process Flow
SAP Business ByDesign supports processes that enable service technicians to perform repairs at a customer’s own location.
- Creation of Service Order
Service Order> New Service Order under common task.
Location of service provision should be On-site when service or repair carried out at customers location.
Under Services and Spare Parts, enter details of the services, fixed price or actual price expenses, and spare parts needed to maintain or repair the affected product. (Note: Item type of spare parts should be either PICK or SHIP). Fulfilment is Internal as the service is not performed by the third party.
- Release Service Order to Execution
Service Order->Service Order Processing->Search by service order ID created-> edit> submit> Release to Service Execution.
- Releasing Customer Demand
Outbound Logistics Control-> Customer Demand-> search by service order ID-> Release.
- Outbound Process
Outbound Logistics-> Delivery Proposal under Overview-> search by service order ID-> Post Goods Issue-> Release.
On releasing outbound delivery, spare parts will move to moveable storage if item type is PICK or consignment stock if item type is SHIP.
- Confirm Service Execution
Field Service and Repair-> Order Pipeline-> search for the service order ID-> Click Confirm Execution-> Release.
The service engineer visits the customer and repairs the product. In the Field Service and Repair work center, the service engineer creates a service confirmation based on the order to report back the actions taken, actual amount of working time spent, spare parts consumed, and expenses incurred. Items can be overwritten, and new items can be added to account for unplanned services, spare parts, or expenses.
- Customer Invoicing
Customer Invoicing-> Invoice Request-> search by Service Confirmation ID-> Click Invoice-> Release.
For service with item group time and material the customer invoice request will be generated based on service confirmation. For service with item group fixed price, customer invoice request will be based on the service order. (Note: In order to generate customer invoice request for fixed price service line item perform complete service execution in service order)
I have tried to explain the topic ‘Field Service and Repair(On-Site)’ in simple terms by replicating the exacts steps so that you don’t get any errors in the system while trying this process. I hope this blog post would be helpful.
Do comment your feedback and thoughts on this blog post in the comment section.
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Keep watching for this space for the next two blogs related to this topic coming soon.