Extended integration between Sales and Service for after-sales services

An item can be sold with the related after-sales services. You can use a sales quotation or sales order to specify the after-sales services that are applicable for the sold item after delivery.

You can specify these after-sales service related settings for an item:

Based on the settings, the after-sales service actions are executed when a delivered after-sales service line (item) is processed to Service.

Master data

To set up the extended integration:

  • In the Sales Quotation Parameters (tdsls0100s100) session, select the Extended Service Integration check box.
  • In the Sales Order Parameters (tdsls0100s400) session, select the Extended Service Integration check box.
  • In the Items - Service (tsmdm2100m000) session, select the Process to Service after Delivery check box for the item.
  • Optionally, in the Sales Order Type (tdsls0694m000) session, add the Process After Sales Service Lines (tstdm2250m000) session as an activity to the order type. If the Automatic check box is selected for this activity, after-sales service lines are automatically processed to Service.
Procedure overview
  1. After you specify and save a sales quotation in the Sales Quotation (tdsls1600m000) session or a sales order in the Sales Order (tdsls4100m900) session, after-sales service data is generated for the item in the After Sales Service (tstdm5600m000) session.
  2. To view and modify the defaulted after-sales service data in the After Sales Service (tstdm5600m000) session, click After Sales Service on the appropriate menu in the Sales Quotation (tdsls1600m000) or Sales Order (tdsls4100m900) sessions.
  3. If the Process Status is set to Delivered for an after-sales service line (item), the line can be processed to Service using the Process After Sales Service Lines (tstdm2250m000) session. If this session is linked as an automatic activity to the order type, processing is performed automatically.
  4. The after-sales service actions you specified for the sold item are executed in Service. To view the after-sales service data that is generated in Service and linked to the sold item, select a processed after-sales service line and click Results on the appropriate menu of the After Sales Service (tstdm5600m000) session.

You can use the After Sales Service Workbench (tstdm5600m100) session for an overview of the after-sales service data for sales quotations and orders and the related status.

Notes
  • Items cannot be delivered based on a sales quotation, so after-sales service actions cannot be executed for a sales quotation. However, you can copy a sales quotation's after-sales service data to a sales order when the quotation is processed to an order in the Process Sales Quotations (tdsls1200m000) session.
  • If a sales order line includes components, separate after-sales service lines are generated for the components.
  • If a sales order line includes a lot and serial set, this set is copied to the after-sales service line. When the after-sales service line is processed to Service, the lot and serial set is exploded into separate items for which the after-sales service actions are executed.
  • If partial deliveries are applicable for a sales order line, the linked after-sales service line is set to Delivered by the first invoice line that is generated. Subsequent deliveries/invoice lines generate additional after-sales service lines.
  • If a final delivery is made, but a quantity is yet to be delivered for the sales order line, the sales backorder is used to generate new after sales service lines.

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