Service Solution Overview



   Service Business Scenarios


   IT Service Management (ITSM) in SAP CRM 7.0

In SAP CRM 7.0, the IT Service Management(ITSM) is highlighted. For internal IT department service and external IT outsourcing, we can now build a sophisticated IT service management solution with SAP CRM, which is compliant with the ITIL(IT Infrastructure Library).

Knowledge Article and Knowledge Article Search are introduced first time in SAP CRM 7.0 for the ITSM however we find that many service solutions in many industries welcome the knowledge article new functions.


   Service Resource Planning
   Complaint Management
   Warranty Management Business Scenario

   Service Integration

Integration between CRM Service and ERP SD

Most of the CRM Sales integration with SD are applicable to CRM Service. However in CRM Complaints and In-House Repair management, usually we can have more.

CY Consulting are highly skilled in Service Complaints and In-House repair management.

SAP CRM Transactions

Data Entered in SAP ECC SD

Returns request

Returns item in sales order

Returns authorization (RMA)

Returns item in sales order

Substitute delivery

Sales order item

Other follow-up transactions (debit/credit memos, actions, tasks)

No data transfer

Return for repair

Repair submission item in sales order

Return delivery

Return delivery item in sales order

Loan device delivery

Loan device delivery item in sales order

Loan device pick-up

Loan device pick-up item in sales order

As one of our reference customers, we provide the loan device process for CRM Complaints and In-House Repair order so that the customer can temporally get a loan device for use until the device is repaired. In this business scenario, Loan Device request, Load device delivery, loan device pick-up are involved.


Service Integration with other solutions


   Billing of CRM Services

   Master Data

   Other Topics


   CRM Service: Success Stories


   SAP CRM General Functions

Last Updated@July 2009