Public
SAP Business ByDesign –
Business Scenario Explorer
Service and Repair
2
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Disclaimer
3
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Further Information
Scenario Flow
Process Details
Business Value
SAP Business ByDesign – Service and Repair
Scenario Overview
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Request-
to-Resolve
Procure-to-
Pay (Services)
Open Legend
Scenario Description
The Service and Repair Scenario 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. It provides functions to handle service requests, plan service
orders and related activities, and fulfill, confirm, and invoice services. There are also
enhanced functions for:
• Customer warranties, to bring transparency to your warranty business, to allow you to
meet any legal requirements, and provide information on warranty-related cost and profit.
• Service levels, to define reaction times, specify and measure performance objectives, and
designate milestonesand operating hours.
• Outsourcing, to offer and sell third-party services, whether you outsource your field service
organization partially or completely.
Service and Repair incorporates business functions from related areas that directly support
service delivery, such as from Supply Chain Management for spare part logistics,
warehousing, and inventory; and from Cash Flow Management for processing due items and
payments.
Sales
Representative
Warehouse
Manager
Accounts Receivable
Accountant
Click process
chevrons for details
Scenario Overview
Expense
Reimbursement
Creating Down
Payment Request
- Customer
Creating Down
Payment Request
- Customer
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
Service Planner /
Dispatcher
Warehouse
Operator
Service
Performer
Involved Roles
Scenario Explorer
4
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Further Information
Scenario Flow
Process Details
Business Value
SAP Business ByDesign – Service and Repair
Scenario Overview
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Request-
to-Resolve
Procure-to-
Pay (Services)
Open Legend
Scenario Description
The Service and Repair Scenario 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. It provides functions to handle service requests, plan service
orders and related activities, and fulfill, confirm, and invoice services. There are also
enhanced functions for:
• Customer warranties, to bring transparency to your warranty business, to allow you to
meet any legal requirements, and provide information on warranty-related cost and profit.
• Service levels, to define reaction times, specify and measure performance objectives, and
designate milestonesand operating hours.
• Outsourcing, to offer and sell third-party services, whether you outsource your field service
organization partially or completely.
Service and Repair incorporates business functions from related areas that directly support
service delivery, such as from Supply Chain Management for spare part logistics,
warehousing, and inventory; and from Cash Flow Management for processing due items and
payments.
Sales
Representative
Warehouse
Manager
Accounts Receivable
Accountant
Click process
chevrons for details
Scenario Overview
Expense
Reimbursement
Creating Down
Payment Request
- Customer
Creating Down
Payment Request
- Customer
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
Service Planner /
Dispatcher
Warehouse
Operator
Service
Performer
Involved Roles
Open Legend
Warehouse
Manager
Warehouse
Operator
Accounts
Receivable
Accountant
Accounts
Receivable
Accountant
Accounts
Receivable
Accountant
Open Legend
Warehouse
Manager
Open Legend
Warehouse
Manager
Open Legend
Warehouse
Manager
Open Legend
Process mainly driven by the user
Process mainly driven by the system
Manual process not supported by the
system
Process that communicates with third-
party software (mouse-over for details)
Process with relevance to Financials
Related scenario
Info button with more information
Close Legend
Legend
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Handling an Incoming Customer Inquiry
Click process
chevrons for details
Process Description
The Handling an Incoming Customer Inquiry business process enables you to manage the
arrival of incoming customer inquiries via various input channels such as phone, e-mail, or the
Internet.
During customer interactions, it is key to know who you are dealing with. To quickly identify
the account and contact, there are several possibilities such as automatic identification based
on the telephone number of an incoming call, or you can enter the name of a caller manually
in a Google-likesearch.
Further Information
Service Order Processing
In the work center Account Management
Performed by Sales Representative
Handling an Incoming Customer
Inquiry via Telephony Channel
Handling an Incoming Customer
Inquiry via Telephony Channel
Receive an
incoming call and
log an inquiry
Receive an
incoming call and
log an inquiry
Click here to display
process variants
x
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
6
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Handling an Incoming Customer Inquiry
Click process
chevrons for details
Process Description
The Handling an Incoming Customer Inquiry business process enables you to manage the
arrival of incoming customer inquiries via various input channels such as phone, e-mail, or the
Internet.
During customer interactions, it is key to know who you are dealing with. To quickly identify
the account and contact, there are several possibilities such as automatic identification based
on the telephone number of an incoming call, or you can enter the name of a caller manually
in a Google-likesearch.
Further Information
Quick Guide for Service Order Processing
In the work center Account Management
Performed by Sales Representative
Handling an Incoming Customer
Inquiry via Telephony Channel
Handling an Incoming Customer
Inquiry via Telephony Channel
Receive an
incoming call and
log an inquiry
Receive an
incoming call and
log an inquiry
Click here to hide process
variants
x
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Handling an Incoming Inquiry
Manually via Activities
Handling an Incoming Customer
Inquiry via Telephony Channel
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
7
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Creating and Planning Service Orders
Click process
chevrons for details
Process Description
The Creating and Planning Service Orders business process enables your service
department to create a service order when a customer calls requesting the repair or
maintenance of a product. Alternatively, a service employee monitors incoming service
requests and creates a follow-up order when services or spare parts are required on-site, at
your own service center, or at the service center of a supplier.
Your service employee creates a service order with relevant details such as the account,
affected product, location of service provision, order priority, the services and spare parts
required, and related expenses that might result from the service execution, for example
travel to the customer. After the order is planned, an order confirmation is sent to the
customer and the order released for follow-up processes.
Service employees track and monitor all processes involved in service delivery directly from
the service order.
Further Information
Service Order Processing
In the work center Service Orders
Performed by Service Planner/Dispatcher
Creating and Planning Service
Orders
Creating and Planning Service
Orders
Receive an
incoming
call and log
an inquiry
Receive an
incoming
call and log
an inquiry
x
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Receive an
incoming
call and log
an inquiry
Receive an
incoming
call and log
an inquiry
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
8
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Creating Customer InvoicesCreating Customer Invoices
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Dispatching and Scheduling Orders
Click process
chevrons for details
Process Description
The Dispatching and Scheduling Orders business process enables a service employee to
assign an order, either manually or automatically to the responsible service performer and
execution team/supplier. He or she can then schedule the service performer by creating a
follow-up appointment for the sales or service order. This can be done either centrally by the
service employee or decentrally by the service performer. The order can be scheduled taking
the order priority, availability, or other aspects such as service levels and route optimization
into account.
Finally, the service employee releases the order for execution. Once this is done, the service
performer can print and/or download the list of orders to be executed as well as the details for
each order before heading out. In addition, the service performer can display the
appointments in a calendar view within the SAP Business ByDesign system or in a groupware
client such as Outlook, if groupware integration is active.
Further Information
Order Pipeline Quick Guide
In the work center Service Orders
Performed by Service Planner/Dispatcher,
Service Performer
Dispatching and Scheduling Orders - Decentral SchedulingDispatching and Scheduling Orders - Decentral Scheduling
x
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Executing
Services
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatch and
release an
order for
execution
Dispatch and
release an
order for
execution
Check order
pipeline and
plan a route
Check order
pipeline and
plan a route
Schedule an
order
Schedule an
order
Prepare
service
execution
Prepare
service
execution
…
Click here to display process variants
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
9
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Creating Customer InvoicesCreating Customer Invoices
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Dispatching and Scheduling Orders
Click process
chevrons for details
Process Description
The Dispatching and Scheduling Orders business process enables a service employee to
assign an order, either manually or automatically to the responsible service performer and
execution team/supplier. He or she can then schedule the service performer by creating a
follow-up appointment for the sales or service order. This can be done either centrally by the
service employee or decentrally by the service performer. The order can be scheduled taking
the order priority, availability, or other aspects such as service levels and route optimization
into account.
Finally, the service employee releases the order for execution. Once this is done, the service
performer can print and/or download the list of orders to be executed as well as the details for
each order before heading out. In addition, the service performer can display the
appointments in a calendar view within the SAP Business ByDesign system or in a groupware
client such as Outlook, if groupware integration is active.
Further Information
Order Pipeline Quick Guide
In the work center Service Orders
Performed by Service Planner/Dispatcher,
Service Performer
Dispatching and Scheduling Orders - Decentral SchedulingDispatching and Scheduling Orders - Decentral Scheduling
x
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Executing
Services
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatch and
release an
order for
execution
Dispatch and
release an
order for
execution
Check order
pipeline and
plan a route
Check order
pipeline and
plan a route
Schedule an
order
Schedule an
order
Prepare
service
execution
Prepare
service
execution
…
Click here to hide process variants
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Dispatching and Scheduling Orders - Central Scheduling
Scenario Explorer
10
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Initiating Outbound Delivery
Click process
chevrons for details
Process Description
The Initiating Outbound Delivery business process enables you to manually perform ATP
checks for sales order items. Depending on the current situation the system might change the
source of supply for the sales order. By releasing the confirmed scheduled lines to logistics
execution you initiate the outbound delivery process.
The process step Initiating Outbound Delive ry is only relevant for on-site service provision.
Further Information
Outbound Deliveries Quick Guide
In the work center Outbound Logistics Control
Performed by Warehouse Manager
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Initiating Outbound DeliveryInitiating Outbound Delivery
Determine
ship-from
and check
product
availability
Determine
ship-from
and check
product
availability
x
Initiate
outbound
delivery
Initiate
outbound
delivery
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Scenario Explorer
11
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Processing Outbound Delivery - With TasksProcessing Outbound Delivery - With Tasks
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Outbound Delivery
Click process
chevrons for details
Process Description
Depending on the complexity of your warehouse processing, the Processing Outbound
Delivery business process can help you coordinate your outbound logistics activities with or
without task support from the system. It helps you to control and manage outbound deliveries
from the time a delivery proposal is received to the moment it is delivered to your customer or
returned to your supplier. With the release of the outbound delivery the system prints a
delivery note or sends an ASN automatically.
The Processing Outbound Delivery business process still allows the warehouse manager to
make changes or create tasks for the warehouse worker manually.
The process step Processing Outbound Delivery is only relevant for on-site service provision.
Further Information
Post a Goods Issue and Create an Outbound
Delivery for Delivery Proposals with Optional
Label Creation
In the work center Outbound Logistics
Performed by Warehouse Operator
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Click here to display process variants
x
Create a
warehouse
request -
outbound
Create a
warehouse
request -
outbound
Create a
warehouse task -
outbound
Create a
warehouse task -
outbound
Confirm a
warehouse task
and post goods
issue - outbound
Confirm a
warehouse task
and post goods
issue - outbound
Accept a deviation
- outbound
Accept a deviation
- outbound
Finalize an
outbound delivery
Finalize an
outbound delivery
Initiating Outbound
Delivery
Initiating Outbound
Delivery
…
Scenario Explorer
12
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Processing Outbound Delivery - With TasksProcessing Outbound Delivery - With Tasks
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Outbound Delivery
Click process
chevrons for details
Process Description
Depending on the complexity of your warehouse processing, the Processing Outbound
Delivery business process can help you coordinate your outbound logistics activities with or
without task support from the system. It helps you to control and manage outbound deliveries
from the time a delivery proposal is received to the moment it is delivered to your customer or
returned to your supplier. With the release of the outbound delivery the system prints a
delivery note or sends an ASN automatically.
The Processing Outbound Delivery business process still allows the warehouse manager to
make changes or create tasks for the warehouse worker manually.
The process step Processing Outbound Delivery is only relevant for on-site service provision.
Further Information
Post a Goods Issue and Create an Outbound
Delivery for Delivery Proposals with Optional
Label Creation
In the work center Outbound Logistics
Performed by Warehouse Operator
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Click here to hide process variants
x
Create a
warehouse
request -
outbound
Create a
warehouse
request -
outbound
Create a
warehouse task -
outbound
Create a
warehouse task -
outbound
Confirm a
warehouse task
and post goods
issue - outbound
Confirm a
warehouse task
and post goods
issue - outbound
Accept a deviation
- outbound
Accept a deviation
- outbound
Finalize an
outbound delivery
Finalize an
outbound delivery
Initiating Outbound
Delivery
Initiating Outbound
Delivery
…
Further InformationFurther Information
Processing Outbound Delivery - Without Task Control
Scenario Explorer
13
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Initiating Outbound
Delivery
Initiating Outbound
Delivery
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Creating Down Payment Request - Customer
Click process
chevrons for details
Process Description
The Creating Down Payment Requests - Customer business process enables you to request
down payments from the customer, before services are performed or products are delivered.
The sales representative creates and releasesa down payment request for this purpose.
Further Information
Create a Down Payment Request
In the work center Customer Invoicing
Performed by Sales/Customer Service
Representative
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Creating Down Payment
Request - Customer
Creating Down Payment
Request - Customer
Create and
release down
payment request
Create and
release down
payment request
x
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
Scenario Explorer
14
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Creating Down
Payment Request
- Customer
Creating Down
Payment Request
- Customer
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Receivables and Payments
Click process
chevrons for details
Process Description
The Processing Receivables and Payments business process enables the processing of
incoming payments, initiated either internally by your company or externally by your
customers. The process uses country-specific payment methods.
Payments can be made manually, or automatically via a payment run in which the system
proposes open items for payment. You then release the payments and the system posts them
to accounting. You create the payment medium, either manually or as part of an automatic
run, using files for direct debit or credit card payments. It is also possible to upload credit card
statements to pre-confirm payments. When the payments are credited to the company's bank
account, the bank statement is entered in the system, either uploaded electronically or
entered manually, before being confirmed. If payments are initiated externally by the
customer, the bank statement provides notification of payment. The payments are matched in
the system to the open invoices before being cleared.
Further Information
Manual Incoming Payments
In the work center Receivables, Payment
Management, Liquidity Management
Performed by Accounts Receivables
Accountant
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Processing Externally-Initiated Payments by Incoming
Bank Transfer
Processing Externally-Initiated Payments by Incoming
Bank Transfer
Enter a remittance
advice
Enter a remittance
advice
x
Process a bank
statement
Process a bank
statement
Allocate a
payment
Allocate a
payment
Clear a paymentClear a payment
Click here to display process variants
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Scenario Explorer
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Creating Down
Payment Request
- Customer
Creating Down
Payment Request
- Customer
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Receivables and Payments
Click process
chevrons for details
Process Description
The Processing Receivables and Payments business process enables the processing of
incoming payments, initiated either internally by your company or externally by your
customers. The process uses country-specific payment methods.
Payments can be made manually, or automatically via a payment run in which the system
proposes open items for payment. You then release the payments and the system posts them
to accounting. You create the payment medium, either manually or as part of an automatic
run, using files for direct debit or credit card payments. It is also possible to upload credit card
statements to pre-confirm payments. When the payments are credited to the company's bank
account, the bank statement is entered in the system, either uploaded electronically or
entered manually, before being confirmed. If payments are initiated externally by the
customer, the bank statement provides notification of payment. The payments are matched in
the system to the open invoices before being cleared.
Further Information
Manual Incoming Payments
In the work center Receivables, Payment
Management, Liquidity Management
Performed by Accounts Receivables
Accountant
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Processing Externally-Initiated Payments by Incoming
Bank Transfer
Processing Externally-Initiated Payments by Incoming
Bank Transfer
Enter a remittance
advice
Enter a remittance
advice
x
Process a bank
statement
Process a bank
statement
Allocate a
payment
Allocate a
payment
Clear a paymentClear a payment
Click here to hide process variants
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing Externally-Initiated Payments by Incoming Check
Processing Externally-Initiated Payments by Incoming Check with Lockbox
Processing Externally-Initiated Payments by Multiple Incoming Checks
Processing Incoming Payments by Bill of Exchange
Processing Incoming Payments with Petty Cash
Processing Internally-Initiated Payments by Credit Card
Processing Internally-Initiated Payments by Direct Debit
Processing Receivables and Payments with Accounts Maintenance
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Executing Services
Click process
chevrons for details
Process Description
In the Executing Services business process, once the order has been released for execution
and preparations made, the service performer travels to the customer to perform the
requested service, or performs the service working remotely or in a repair center.
The process step Executing Services is only relevant for on-site service provision.
Further Information
Service Confirmations Quick Guide
Performed by Service Perfomer
Executing Services
Travel to a
service
location
Travel to a
service
location
x
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Execute a
service
Execute a
service
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
17
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Confirming Service Execution
Click process
chevrons for details
Process Description
The Confirming Service Execution business process enables the service performer to complete
the job, after executing a service, by reporting back actual times and spare parts as well as travel
expenses, for example. The service confirmation document is also used to record additional
information about the work performed, the root cause of a product problem, warranty information, or
feedback with the aim to increase product quality.
If the location of service provision is your own service center, or if there is unplanned consumption,
the service performer processes a goods activity confirmation for spare parts. This enables him or
her to trigger a goods issue directly for the related logistics area without having to trigger the
outbound delivery process.
For service provided at a supplier’s service center, the actual service and spare parts consumption in
the confirmation is taken from the goods and service acknowledgement.
After the service confirmation document has been released, the system automatically triggers
customer invoicing and passes necessary information to Cash Flow Management to calculate the
costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare
part consumption. For fixed price services, where there is no service confirmation, completion is
confirmed directly in the sales or service order and the follow-up processes triggered from the order.
Further Information
Service Confirmation Processing
Performed by Service Perfomer
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Executing
Services
Confirming Service Execution -
With a Service Confirmation
Confirming Service Execution -
With a Service Confirmation
Document work,
track actuals and
release a service
confirmation
Document work,
track actuals and
release a service
confirmation
Click here to display
process variants
x
In the work center Service and Repair
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Confirming Service Execution
Click process
chevrons for details
Process Description
The Confirming Service Execution business process enables the service performer to complete
the job, after executing a service, by reporting back actual times and spare parts as well as travel
expenses, for example. The service confirmation document is also used to record additional
information about the work performed, the root cause of a product problem, warranty information, or
feedback with the aim to increase product quality.
If the location of service provision is your own service center, or if there is unplanned consumption,
the service performer processes a goods activity confirmation for spare parts. This enables him or
her to trigger a goods issue directly for the related logistics area without having to trigger the
outbound delivery process.
For service provided at a supplier’s service center, the actual service and spare parts consumption in
the confirmation is taken from the goods and service acknowledgement.
After the service confirmation document has been released, the system automatically triggers
customer invoicing and passes necessary information to Cash Flow Management to calculate the
costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare
part consumption. For fixed price services, where there is no service confirmation, completion is
confirmed directly in the sales or service order and the follow-up processes triggered from the order.
Further Information
Service Confirmation Processing
Performed by Service Perfomer
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Executing
Services
Confirming Service Execution -
With a Service Confirmation
Confirming Service Execution -
With a Service Confirmation
Document work,
track actuals and
release a service
confirmation
Document work,
track actuals and
release a service
confirmation
Click here to hide process
variants
x
In the work center Service and Repair
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Confirming Service Execution -
With an Order
Scenario Explorer
19
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Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Creating Customer Invoices
Click process
chevrons for details
Process Description
In the Creating Customer Invoices business process, the system creates invoice requests
automatically after services have been performed or products delivered. You must transfer
these requests to an invoice which is sent to the customer and passed to Cash Flow
Management. You can do this manually or with an invoice run. It is possible to combine
several requests into one invoice or split them into several invoices.
Further Information
Quick Guide for Invoice Requests
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Executing
Services
Creating Customer InvoicesCreating Customer Invoices
Transfer
invoice
requests
Transfer
invoice
requests
x
Release an
invoice
Release an
invoice
Performed by Accounts Receivables
Accountant
In the work center Customer Invoicing
Scenario Explorer
20
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Goods MovementGoods Movement
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Inbound Delivery Notification
Click process
chevrons for details
Process Description
The Processing Inbound Delivery Notification business process comprises the creation and
use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from
outside. It can either be an ASN (advanced shipping notification) or a printed delivery note
accompanying the physical goods. Creating an IDN is mandatory for customer returns, parts
returns, and stock transfers and optional for the supplier deliveries. Based on an IDN the
inbound processing can always be done with or without tasks. You can process inbound
deliveries with inbound delivery notifications with or without task support from the system.
Further Information
Create a Customer Return Notification
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Confirming
Service Execution
Confirming
Service Execution
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Executing
Services
In the work center Inbound Logistics
Creating Customer InvoicesCreating Customer Invoices
Processing Delivery Notification
- Parts Return
Processing Delivery Notification
- Parts Return
Create a parts
return notification
Create a parts
return notification
x
Performed by Warehouse Operator
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Processing
Outbound Delivery
Processing
Outbound Delivery
…
Processing
Inbound Delivery
Processing
Inbound Delivery
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Inbound Delivery
Click process
chevrons for details
Process Description
The Processing Inbound Delivery business process enables you to process the products
received into a warehouse and post them to stock. You can use the following inbound delivery
types: supplier delivery, customer return, parts return, and stock transfer. You can process
your inbound deliveries with or without an inbound delivery notification and with or without
task support from the system. For supplier deliveries, you can use an inbound delivery
notification or you can directly refer to the purchase order in the Post Goods Receipt screen.
Based on your logistics model settings, a quality inspection can be created automatically. The
incoming goods can then be stored in a specially designated area (for example, quality
inspection stock).
Further Information
Inbound Delivery Processing
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Executing
Services
Creating Customer InvoicesCreating Customer Invoices
x
Processing Inbound Delivery- Based on ASN with Task ControlProcessing Inbound Delivery- Based on ASN with Task Control
Click here to display process variants
x
Create a
warehouse
request - inbound
Create a
warehouse
request - inbound
Create a
warehouse task -
inbound
Create a
warehouse task -
inbound
Confirm a
warehouse task
and post goods
issue - inbound
Confirm a
warehouse task
and post goods
issue - inbound
Accept a deviation
- inbound
Accept a deviation
- inbound
Check and finalize
an inbound
delivery
Check and finalize
an inbound
delivery
…
In the work center Inbound Logistics
Performed by Warehouse Operator
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Goods MovementGoods Movement
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Inbound Delivery
Click process
chevrons for details
Process Description
The Processing Inbound Delivery business process enables you to process the products
received into a warehouse and post them to stock. You can use the following inbound delivery
types: supplier delivery, customer return, parts return, and stock transfer. You can process
your inbound deliveries with or without an inbound delivery notification and with or without
task support from the system. For supplier deliveries, you can use an inbound delivery
notification or you can directly refer to the purchase order in the Post Goods Receipt screen.
Based on your logistics model settings, a quality inspection can be created automatically. The
incoming goods can then be stored in a specially designated area (for example, quality
inspection stock).
Further Information
Inbound Delivery Processing
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Executing
Services
Creating Customer InvoicesCreating Customer Invoices
x
Processing Inbound Delivery- Based on ASN with Task ControlProcessing Inbound Delivery- Based on ASN with Task Control
Click here to hide process variants
x
Create a
warehouse
request - inbound
Create a
warehouse
request - inbound
Create a
warehouse task -
inbound
Create a
warehouse task -
inbound
Confirm a
warehouse task
and post goods
issue - inbound
Confirm a
warehouse task
and post goods
issue - inbound
Accept a deviation
- inbound
Accept a deviation
- inbound
Check and finalize
an inbound
delivery
Check and finalize
an inbound
delivery
…
In the work center Inbound Logistics
Performed by Warehouse Operator
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Goods MovementGoods Movement
Further InformationFurther Information
Processing Inbound Delivery - Based on ASN without Task Control
Scenario Explorer
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x
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Goods Movement
Click process
chevrons for details
Process Description
The Goods Movement business process allows you to move products between logistics
areas. This means that you can spontaneously update inventory with changes that are the
result of unforeseen circumstances.
Further Information
Create a Goods Movement
Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Executing
Services
Creating Customer InvoicesCreating Customer Invoices
Goods MovementGoods Movement
Create a parts
return notification
Create a parts
return notification
x
In the work center Inbound Logistics
Performed by Warehouse Operator
Creating Down
Payment Request
- Customer
Creating Down
Payment Request
- Customer
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Receivables and Payments
Click process
chevrons for details
Process Description
The Processing Receivables and Payments business process enables the processing of
incoming payments, initiated either internally by your company or externally by your
customers. The process uses country-specific payment methods.
Payments can be made manually, or automatically via a payment run in which the system
proposes open items for payment. You then release the payments and the system posts them
to accounting. You create the payment medium, either manually or as part of an automatic
run, using files for direct debit or credit card payments. It is also possible to upload credit card
statements to pre-confirm payments. When the payments are credited to the company's bank
account, the bank statement is entered in the system, either uploaded electronically or
entered manually, before being confirmed. If payments are initiated externally by the
customer, the bank statement provides notification of payment. The payments are matched in
the system to the open invoices before being cleared.
Further Information
Allocate a Payment Manually
Confirming
Service Execution
Confirming
Service Execution
Executing
Services
Creating Customer InvoicesCreating Customer Invoices
x
Processing Externally-Initiated Payments by Incoming Bank TransferProcessing Externally-Initiated Payments by Incoming Bank Transfer
Click here to display process variants
x
Enter a remittance
advice
Enter a remittance
advice
Process a bank
statement
Process a bank
statement
Allocate a
payment
Allocate a
payment
Clear a paymentClear a payment
…
In the work center Receivables, Payment
Management, Liquidity Management
Performed by Accounts Receivables
Accountant
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Scenario Explorer
25
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Process Details: Processing Receivables and Payments
Click process
chevrons for details
Process Description
The Processing Receivables and Payments business process enables the processing of
incoming payments, initiated either internally by your company or externally by your
customers. The process uses country-specific payment methods.
Payments can be made manually, or automatically via a payment run in which the system
proposes open items for payment. You then release the payments and the system posts them
to accounting. You create the payment medium, either manually or as part of an automatic
run, using files for direct debit or credit card payments. It is also possible to upload credit card
statements to pre-confirm payments. When the payments are credited to the company's bank
account, the bank statement is entered in the system, either uploaded electronically or
entered manually, before being confirmed. If payments are initiated externally by the
customer, the bank statement provides notification of payment. The payments are matched in
the system to the open invoices before being cleared.
Further Information
Allocate a Payment Manually
Confirming
Service Execution
Confirming
Service Execution
Executing
Services
Creating Customer InvoicesCreating Customer Invoices
x
Processing Externally-Initiated Payments by Incoming Bank TransferProcessing Externally-Initiated Payments by Incoming Bank Transfer
Click here to hide process variants
x
Enter a remittance
advice
Enter a remittance
advice
Process a bank
statement
Process a bank
statement
Allocate a
payment
Allocate a
payment
Clear a paymentClear a payment
…
In the work center Receivables, Payment
Management, Liquidity Management
Performed by Accounts Receivables
Accountant
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
…
Further Information
Performed by Accounts Receivables
Accountant
Further Information
Performed by Accounts Receivables
Accountant
Processing Externally-Initiated Payments by Incoming Check
Processing Externally-Initiated Payments by Incoming Check with Lockbox
Processing Externally-Initiated Payments by Multiple Incoming Checks
Processing Incoming Payments by Bill of Exchange
Processing Incoming Payments with Petty Cash
Processing Internally-Initiated Payments by Credit Card
Processing Internally-Initiated Payments by Direct Debit
Processing Receivables and Payments with Accounts Maintenance
Scenario Explorer
26
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Further Information
Scenario Flow
Process Details
Business Value
Scenario Overview
SAP Business ByDesign – Service and Repair
Business Value
Overview
For midsize companies providing after sales services on-site, this
process is supported by alert-driven and exception-basedprocessing.
You can increase customer satisfaction, decrease response time, lower
cost to service, eliminate field service inefficiencies, reduce spare parts
inventory and improve long term customer loyalty.
SAP Business ByDesign helps efficiently manage the service and repair
business: From service request, assignment of personnel, service
fulfillment through to settlement of invoices.
Fully integrated into the supply chain, demand planning and logistics control for spare parts ensures
availability thereby minimizing the need for large spare part inventories
Seamless flow of all service data from service operations to financials ensures that accounting is
automatically updated by changes to service delivery, inventory levels, and payments
Efficient management of warranty entitlements to speed up processing of claims
Service job scheduling estimates time required to perform jobs, identifies field service team and
technicians as well as planning efficient service routes
Sales of 3rd party services including procurement and financial integration
Immediate invoicing after work completion is confirmed accelerates time to cash
Automatic Product Registration from Outbound delivery to track serialized products
Mobile Service Solution for handheld devices (Windows Mobile) via partner solution
Complete, built-in analytics and reporting on service order tracking, service costs, profitability as
well as service category analysis
Key Benefits
OrderOrder
SettleSettle
Create InvoiceCreate Invoice
Collect
Payment
Collect
Payment
Post To LedgerPost To Ledger
AssignAssign
Plan &
Dispatch Order
Plan &
Dispatch Order
Assign Spare
Parts
Assign Spare
Parts
Release
Service Order
Release
Service Order
ResolveResolve
Perform
Service
Perform
Service
Create
Confirmation
Create
Confirmation
Create Service
Order
Create Service
Order
Scenario Explorer
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Further Information
Scenario Flow
Process Details
Business Value
SAP Business ByDesign – Service and Repair
Scenario Flow
Variant(s) of the Scenario:
With services and expenses
With spare parts
With 3rd party
With down payments
Work center in which
process is performed
Business
document flow
Process related
to Financials
Related
scenarios
Process
mainly
driven by
the user
Process
mainly
driven by
the
system
• Process
variant1
• Process
variant 2
• with central
scheduling
• with decentral
scheduling
Service Orders
Service and
Repair
Customer
Invoicing
Receivables /
Cash
& Liquidity Mgt
Collaboration
Window /
Groupware
Client
Creating and
Planning
Service
Orders
Dispatching
and
Scheduling
Orders
• Telephony
channel
• Fax-/e-mail
channel
• using a service
confirmation
• within order
• Processing
externally-initiated
payments by
incoming bank
transfer
• Processing
externally-initiated
payments by
incoming check
• … (7 more
variants)
Processing
Receivables
and
Payments
Handling
an Incoming
Customer
Inquiry
Confirming
Service
Execution
Request to Resolve
Expense Reimbursement
Creating
Customer
Invoices
Work
Center
Additional
Application
Scenario Explorer
Legend & Variants
Scenario Overview
Executive
Services
28
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• based on ASN with task
control
• based on ASN without
task control
• with task control
• without task
control
• with task control
• without task
control
Further Information
Scenario Flow
Process Details
Business Value
SAP Business ByDesign – Service and Repair
Scenario Flow
Variant(s) of the Scenario:
With services and expenses
With spare parts
With 3rd party
With down payments
Work center in which
process is performed
Business
document flow
Process related
to Financials
Related
scenarios
Process
mainly
driven by
the user
Process
mainly
driven by
the
system
• Process
variant1
• Process
variant 2
• with central
scheduling
• with decentral
scheduling
Service Orders
Service and
Repair
Customer
Invoicing
Receivables /
Cash
& Liquidity Mgt
Collaboration
Window /
Groupware
Client
Creating and
Planning
Service
Orders
Dispatching
and
Scheduling
Orders
• Telephony
channel
• Fax-/e-mail
channel
• using a service
confirmation
• within order
• Processing
externally-initiated
payments by
incoming bank
transfer
• Processing
externally-initiated
payments by
incoming check
• … (7 more
variants)
Processing
Receivables
and
Payments
Handling
an Incoming
Customer
Inquiry
Confirming
Service
Execution
Request to Resolve
Expense Reimbursement
Creating
Customer
Invoices
Work
Center
Additional
Application
Scenario Explorer
Legend & Variants
Scenario Overview
Executive
Services
Dotted
line =
optional
Outbound
Logistics
Control
Initiate
Outbound
Processing
Outbound
Logistics
Outbound
Delivery
Processing
Internal
Logistics
Goods
Movement
Inbound
Delivery
Notification
Processing
Inbound
Logistics
Inbound
Delivery
Processing
29
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Further Information
Scenario Flow
Process Details
Business Value
SAP Business ByDesign – Service and Repair
Scenario Flow
Variant(s) of the Scenario:
With services and expenses
With spare parts
With 3rd party
With down payments
Work center in which
process is performed
Business
document flow
Process related
to Financials
Related
scenarios
Process
mainly
driven by
the user
Process
mainly
driven by
the
system
• Process
variant1
• Process
variant 2
• with central
scheduling
• with decentral
scheduling
Service Orders
Service and
Repair
Customer
Invoicing
Receivables /
Cash
& Liquidity Mgt
Collaboration
Window /
Groupware
Client
Creating and
Planning
Service
Orders
Dispatching
and
Scheduling
Orders
• Telephony
channel
• Fax-/e-mail
channel
• using a service
confirmation
• within order
Processing
Receivables
and
Payments
Handling
an Incoming
Customer
Inquiry
Confirming
Service
Execution
Request to Resolve
Expense Reimbursement
Creating
Customer
Invoices
Work
Center
Additional
Application
Scenario Explorer
Legend & Variants
Scenario Overview
Executive
Services
Dotted
line =
optional
Procure-to-Pay (Services)
30
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Further Information
Scenario Flow
Process Details
Business Value
SAP Business ByDesign – Service and Repair
Scenario Flow
Variant(s) of the Scenario:
With services and expenses
With spare parts
With 3rd party
With down payments
Work center in which
process is performed
Business
document flow
Process related
to Financials
Related
scenarios
Process
mainly
driven by
the user
Process
mainly
driven by
the
system
• Process
variant1
• Process
variant 2
• with central
scheduling
• with decentral
scheduling
Service Orders
Service and
Repair
Customer
Invoicing
Receivables /
Cash
& Liquidity Mgt
Collaboration
Window /
Groupware
Client
Creating and
Planning
Service
Orders
Dispatching
and
Scheduling
Orders
• Telephony
channel
• Fax-/e-mail
channel
• using a service
confirmation
• within order
• Processing
externally-initiated
payments by
incoming bank
transfer
• Processing
externally-initiated
payments by
incoming check
• … (7 more
variants)
Processing
Receivables
and
Payments
Handling
an Incoming
Customer
Inquiry
Confirming
Service
Execution
Request to Resolve
Expense Reimbursement
Creating
Customer
Invoices
Work
Center
Additional
Application
Scenario Explorer
Legend & Variants
Scenario Overview
Executive
Services
Dotted
line =
optional
Customer
Invoicing
Receivables/
Cash &
Liquidity Mgt
Processing
Receivables
and
Payments
Creating
Down
Payment
Request
31
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SAP Business ByDesign – Service and Repair
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Handling an
Incoming
Customer Inquiry
Handling an
Incoming
Customer Inquiry
Creating and
Planning Service
Orders
Creating and
Planning Service
Orders
Initiating Outbound
Delivery
Initiating Outbound
Delivery
Dispatching and
Scheduling Orders
Dispatching and
Scheduling Orders
Executing
Services
Confirming
Service Execution
Confirming
Service Execution
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Request-
to-Resolve
Procure-to-
Pay (Services)
Expense
Reimbursement
Creating Down
Payment Request
- Customer
Creating Down
Payment Request
- Customer
Processing
Outbound Delivery
Processing
Outbound Delivery
Processing
Receivables and
Payments
Processing
Receivables and
Payments
Creating Customer InvoicesCreating Customer Invoices
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Notification
Processing
Inbound Delivery
Processing
Inbound Delivery
Goods MovementGoods Movement
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