Business Process Procedures · Web viewEHP3 for SAP CRM 7.0 AprilAugust 2000 2014August 2000...

EHP3 for SAP CRM 7.0

April 2014

English

Complaints and Returns Management (C38)

SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany

Test Script

SAP Best Practices Complaints and Returns Management (C38): Test Script

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Typographic Conventions

Icon Meaning

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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3

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Copyright

© 2014 SAP AG or an SAP affiliate company. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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Contents

1 Purpose................................................................................................................................................................................................................ 5

1.1 Purpose of the Document.............................................................................................................................................................................. 5

1.2 Purpose of Complaints and Returns Management........................................................................................................................................ 5

2 Prerequisites......................................................................................................................................................................................................... 5

2.1 System Access.............................................................................................................................................................................................. 5

2.2 Roles............................................................................................................................................................................................................. 6

2.3 Master Data, Organizational Data and Other Data........................................................................................................................................ 6

3 Process Overview Table....................................................................................................................................................................................... 8

4 Testing the Process Steps.................................................................................................................................................................................... 9

4.1 Create Complaint........................................................................................................................................................................................... 9

4.2 Create Billing Document (ERP)................................................................................................................................................................... 11

4.3 Check Return Request (ERP)...................................................................................................................................................................... 13

4.4 Process Inbound Delivery (ERP)................................................................................................................................................................. 14

4.5 Process Goods Receipt (ERP).................................................................................................................................................................... 15

4.6 Process Goods Movement (ERP)................................................................................................................................................................ 16

5 Appendix............................................................................................................................................................................................................. 19

5.1 Troubleshooting........................................................................................................................................................................................... 19

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Complaints and Returns Management

1 Purpose

1.1 Purpose of the DocumentThis document provides a detailed procedure for testing the scope item Complaints and Returns Management after solution deployment, reflecting the predefined scope of the solution. Each process step is covered in its own section, providing the system interactions (i.e. testing steps) in a table view. Steps that are not in scope of the process but are needed for testing are marked accordingly (see column Test Step). Customer-project-specific steps must be added.

Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before hand -over to project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before hand-over to the

customer, unless deemed helpful to explain the larger context.

1.2 Purpose of Complaints and Returns ManagementThis business process illustrates the entire process flow from creation of a customer's complaint in the system, inbound delivery of a defective product to the creation of a credit memo for the customer.

2 Prerequisites

This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data, and other test data and business conditions.

2.1 System Access The test should be conducted with the following system and users:

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Type of Data Details

System System <Provide details on how to access system, e.g. system client or URL>

Standard User BP Service Employee User ID SERV_EMPL, Password welcome

Standard User BP Service Manager User ID SERV_MAN, Password welcome

If the password is invalid, try the password initial.

2.2 RolesFor non-standard users, the following roles must be assigned to the system users testing this scenario:

Business Role Business Role ID Process Step Sample data

BP Service Employee YBP_SRV_EMPL See Process Overview TableBarbara Lee,User SERV_EMPL, password welcome

BP Service Manager YBP_SRV_MAN See Process Overview TableRyan Reval,User SERV_MAN, password welcome

2.3 Master Data, Organizational Data and Other DataThe organizational structure and master data of your company was created in your system during implementation. The organizational structure reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your company.

Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package, you can use the following Baseline package scenario data:

Data Sample Value Details Comments

Sold-To Party 100000 Customer Domestic 00

Contact Person Monica Ziegler

Installed Base YBP_IB01 Best Practices IBase 01 External ID

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Data Sample Value Details Comments

Product H11 Trading Good... Trading Good 2

Contract <number of newly created service contract>

Contract assigned to <Component> (for contract creation: see the Configuration Guide of building block C3J - CRM Service Contract).

Warranty BP_WTY BP Warranty Time Dependent

2.4 Preliminary Steps All necessary configuration steps have been carried out.

A <Contract> has been created and both a corresponding Installed Base <Component> for a <Product> and at least one service product have been assigned (for contract creation, see the Configuration Guide of building block C3J - CRM Service Contract).

Make sure that in the ERP back-end client, the descriptions of all objects relevant for copying the complaint document into ERP (for example, transaction types, item categories, divisions, etc.) have been entered in the language used.

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3 Process Overview Table

The scope item Complaints and Returns Management consists of several steps provided in the following table.

Process Step UI Type Business Condition Business Role

Transaction Code / Program / Job

Expected Results

Create Complaint

CRM Web UI

Service Employee

- Complaint

Create Credit Memo

CRM Web UI

Complaint Service Employee

- Credit Memo Item

Create Return Request

CRM Web UI


- Return Request Item

Complete Complaint

CRM Web UI


- Released Complaint Items

Create Billing Document

ERP SAP GUI

Released Complaint Service Employee

VF04 Billing Document

Check Return Request

ERP SAP GUI

Return Request in ERP Service Employee

VA03

Process Inbound Delivery

ERP SAP GUI

Return Request in ERP Service Employee

VL01N Inbound Delivery

Process Goods Receipt

ERP SAP GUI

Inbound Delivery Service Employee

VL02N Goods Issue

Process Goods Movement

ERP SAP GUI

Inbound DeliveryGoods Issue

Service Employee

VL02N Material Movement

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4 Testing the Process Steps

This section describes test procedures for each process step that belongs to this scope item.

The test should take 2 hours.

4.1 Create ComplaintPurposeWhen a customer complains about a defective product, or a badly performed service, you can create a complaint.

ProcedureTest Step #

Test Step Name Instruction User Entries:Field Name: Value

Expected Result Pass / Fail / Comment

1 Log on Log on to the CRM WebClient as Service Employee.

The Home page appears.

Navigation option to access Complaints & Returns is available.

2 Create Complaint In the navigation bar, choose Complaints & Returns Create: Complaint

If a dialog box appears, select transaction type YCOM - BP Complaint.

BP Complaint: New opens.

3 Enter General Data

In assignment block Complaint Details enter the required data.

If a dialog box appears, select Service Organization Service Back Office.

Description: for example, Product defective

Sold-To Party: <Sold-To Party>, for example, 100000

Contact: <Contact

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Test Step #



Press Enter. Person>, for example, Monica Ziegler (if not prefilled)

Employee Responsible: 10210 (Barbara Lee)

4 Edit Organizational Data

If a dialog box appears, select Sales Organization BP_SALES and Direct Sales and Product Division 10 as sales organization attribute.

You can also directly edit all necessary organizational units for sales and service in assignment block Organizational Data.

Organizational data can be edited.

5 Enter Complaint Details

In assignment block Items, enter the required data.

Press Enter.

Product ID: <Product>, for example, H11

Quantity: 1

6 Create Note On the new item entry choose action Edit.

In assignment block Notes, choose New.

In the Text box, enter some notes for the complaint of the selected product item. For example, enter Product damaged.

Choose Back.

7 Generate a Credit Memo Document

In assignment block Complaint Item Details choose Credit Memo from the application toolbar.

The system generates a credit memo request as a new complaint item.

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Test Step #



8 Generate a Return Request Document

In assignment block Complaint Item Details choose Returns from the application toolbar.

On the complaint header level in assignment block Items, you can see that two new items have been added.

9 Complete Complaint Document

In assignment block Items, switch the status of the complaint item to Released.

The status of the other items switches to Released automatically.

10 Save Choose Save and take a note of the complaint document number.

Check that the document is free of errors to proceed with the next steps.

You have created a complaint document.

11 Log off You can now log off the CRM WebClient UI as service employee.

4.2 Create Billing Document (ERP)PurposeWith this step you create an invoice document in SAP ERP based on the new complaint’s credit memo item.




1 Log on Log on to the ERP system as service employee.

Start page appears.

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Test Step #



2 Access billing due list

To prepare the invoice, access the billing due list choosing one of the following navigation options:

Transaction code: VF04

SAP ERP menu: Logistics Sales and Distribution Billing Billing Document Process Billing Due List

The system opens the billing due list transaction.

3 Display documents ready for invoicing

On the Selection tab in screen area Documents to be selected, select checkbox Order-related.

Choose Display billing list (F8).

The system displays the billing due list.

4 Create billing documents

Highlight the entry of the new complaint document and choose Collective billing doc./online.

The screen switches to Credit Memo (G2) Create: Overview of Billing Items (with temporary document number $000000001).

Check the billing items.Double-click the item to change values afterwards.

The system has generated a billing document.

5 Save Choose Save.

The document status switches to Document Successfully

Processed (in column Stat).

Note down the number of the saved document displayed as a system message in the status bar for further reference.

You have created a billing document in the ERP system.

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Test Step #



Note that the returns item with item category REN is not processed in the credit memo.

4.3 Check Return Request (ERP)PurposeAfter the complaint items have been transferred to the ERP system, order processing is finished there. You can view the document, check the document flow, and create follow-up documents (for example, delivery, billing document).




1 Check Return Request

Access the transaction choosing one of the following navigation options:

Transaction code: VA03

SAP ERP menu : Logistics Sales and Distribution Sales Order Display

Order display transaction opens.

2 Display previously created order

Enter the order number (same number as the complaint created in the CRM system) and press Enter.

The system displays the complaint/return document created before.

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4.4 Process Inbound Delivery (ERP)PurposeWithin the complaint process it is possible to create return deliveries for products that have been complained about by the customer.

Only return requests and substitute delivery items (REN and TANN respectively) are replicated to the ERP system.

Only one complaint/return document is replicated to the ERP system even if the complaint/return contains different items. This is because the ERP document is used primarily to trigger subsequent logistics processes.

The ERP system transfers some logistic information back to the CRM server so that you can display the following for a complaint/return:

Status information (return/substitute delivery is shipped/partially shipped)

Document flow (shipping, goods issue/receipt)

Quantity delivered

You can only make changes to return items/substitute deliveries in the system in which they were created.

In the CRM system you can change documents for which data has already been transferred. Your changes are then transferred automatically to the ERP system.

Create a return delivery as a follow-up document of the return request.




1 Create Return Delivery

Create a Return Delivery as follow-up activity from the sales document or use the following navigation options:

Transaction code: VL01N

SAP ERP menu: Logistics Logistics Execution Inbound Process Goods Receipt for Inbound Delivery Inbound Delivery Create Customer

Return delivery follow-up process has started.

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Test Step #



Returns

2 Complete Return Delivery details

Select the required data.

Press Enter.

Shipping point: <Shipping point (for example, 1000)>

Selection date: <Date (for example, today)>

Order: <Order number (of new complaint)>

3 Save Save your entries.

Note the number of the newly created return delivery document.

Choose Back.

The system contains a complete return delivery document (outbound delivery).

4.5 Process Goods Receipt (ERP)PurposeThe customer has sent back the defective product and you want to enter the material back in stock. Therefore we have to post a Goods Receipt.




1 Access the inbound delivery

To post a goods receipt, access the transaction choosing one of the following navigation options:

Transaction code: VL02N

SAP ERP menu : Logistics

Goods issue follow-up process has started.

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Test Step #



Logistics Execution Inbound Process Goods Receipt for Inbound Delivery Inbound Delivery Change Customer Returns

Enter the outbound delivery number created in the preceding step (8xxxxxxx).

Press Enter.

2 Create a goods receipt based on an inbound delivery document

Choose Post Goods Receipt. From company code: 1000

Period: <current month, for example 03 for March>

Fiscal year: <current year>

The system responds with the message Returns Delivery 8xxxxxxx has been saved.

You have posted the goods receipt for the delivery.

4.6 Process Goods Movement (ERP)PurposeA physical movement of materials (such as the return of product) means a change in stock levels.




1 Access the inbound delivery

To change the inbound delivery, access the transaction by choosing one of the following

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Test Step #



navigation options:

Transaction Code: VL02N

SAP ERP menu : Logistics Logistics Execution Inbound Process Goods Receipt for Inbound Delivery Inbound Delivery Change Customer Returns

Enter the outbound delivery number created before and choose Enter.

2 Display Document Flow

To check the previously created

documents choose Document Flow (F7) from the application toolbar.

You will find entries for:

BP CRM Complaint <no>

Returns Delivery <no>

GD ret.del. returns <no>

3 Display return delivery document

Highlight the line GD ret.del. returns <no> and choose button Display document (F8).

You will be switched to transaction MB03 (Display material document).

4 Check return delivery processing

Find the document that was created for your goods receipt.

Highlight the item for the material

The material movement took place and the product is back in stock (check transaction MMBE

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Test Step #



and choose Details from Item.

Ensure that the material document shows correct entries (for example concerning movement type, quantity, storage location, etc.).

for <Product> and <Plant>).

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5 Appendix

5.1 Troubleshooting If the test steps do not run through as expected, or expected results are not achieved, refer to this section for additional hints.

This section is aimed at consultants or system administrators.

5.1.1 General HintsTest Step Problem Solution

All The assignment block given in the test procedure is not visible.

Use the Personalize button in the application toolbar to adapt the screen. In the Personalization dialog you can select and deselect all assignment blocks that are available for your overview screen (for example, Organizational Data).

5.1.2 Hints for the Process Steps

Process Step 4.1. Create ComplaintTest Step Problem Solution

Return Request Note that the two created items will be handled differently in the ERP system. The return item will be processed in the returns delivery, whereas only the credit item will be processed in the billing document (credit memo).

Process Step 4.4 Process Inbound Delivery (ERP)Test Step Problem Solution

Complete Return Delivery details You can also create a return delivery directly from the document display (transaction VA03) using the following menu path:

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Test Step Problem Solution

Sales document Deliver

Process Step 4.5 Process Goods Receipt (ERP)Test Step Problem Solution

You get an error message that posting is not possible in the current period for company code 1000.

You need to run the period closing program:

Transaction code: MMPV

Enter the required values and choose Execute.

© SAP SE of 20

Business Process Procedures · Web viewEHP3 for SAP CRM 7.0 AprilAugust 2000 2014August 2000...

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