Warranty claim processing | Business process in SAP CRM free tutorials,ppt,pdf download


You can use this business process to create warranty claims. The warranty claim processing function allows you to create warranty claims with reference to a reference document such as a service order, and then process them while taking into consideration customer-specific issues. The process of warranty claim processing runs in the context of a case.

Process Flow

This graphic is explained in the accompanying text

The following process runs in SAP CRM:

       1.      Create warranty claim
You create a warranty claim with or without reference to a preceding document, such as a service order, service confirmation, or complaint. You can either create the warranty claim manually or the system can create the warranty claim automatically, such as via an action implementation.
       2.      Select items from preceding doc. that are relevant for warranty claim
You select the items from the preceding document that are relevant for the warranty claim.
       3.      Process warranty claim item
In the warranty claim item, you check and maintain the information that was copied from the preceding document, such as time data, codes, counter readings, and quantities.
       4.      Send the completed warranty claim to the vendor, with status Sent to Vendor
You send the completed warranty claim to the vendor.
       5.      Update the status of the warranty claim according to the vendor's response
The vendor checks the warranty claim, edits the status of each item as well as other item details such as quantities, values, or texts, and sends the revised document back to you, the claimant. If the warranty process is not carried out in a format that is supported by the system (such as via e-mail, fax, or telephone), you must make the vendor's changes yourself.
       6.      Create debit memo subitems
You enter the data that was authorized by the vendor in the appropriate warranty claim subitems.
       7.      Accept the vendor's offer and release the status for billing
You release the warranty claim.
       8.      Monitor status of existing warranty claims
You monitor the status of other existing warranty claims.


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