Objective
After completing this lesson, you will be able to explain the customer warranty claim workflow in SAP S/4HANA Cloud Public Edition
The Process Steps for Warranty Claim Management - Customer Claim Processing (63Y)
Process Steps for Customer Claim Processing (63Y)
The following table contains the preliminary steps that need to be taken care of before the actual execution of the process steps can start:
| Preliminary Step | Explanation |
|---|
| Maintain equipment data and customer warranty dates | If you have entered the start date and end date for the customer warranty of an equipment in its master record, the system checks the validity of the claim based on these dates. Before you use the warranty for individual objects within your claim process, you need to enter the warranty start date and warranty end date in the equipment master record. |
Maintain customer data | In the warranty claim process, a business partner representing the customer is used to derive the correct prices, post the amount to accounting, and identify where the claim statement should be send to. |
| Check pricing condition records | To ensure that the appropriate amount can be reimbursed to the customer, the correct prices need to be maintained in the system. Each of the different item types (material, labor, etc.) has its own conditions to ensure proper maintenance and relationship to the already existing pricing records. |
Note
See the following video to get an overview of the process steps of solution process Warranty Claim Management - Customer Claim Processing (63Y):
Simulation of the Main Process Steps for Warranty Claim Management - Customer Claim Processing (63Y)
You can use the following simulations to work your way through the main process steps for solution process 63Y:
Business Roles for Warranty Claim Management - Customer Claim Processing (63Y)
Business Roles for Testing and Executing Warranty Claim Management - Customer Claim Processing (63Y)
| Business Role | Business Role ID as Delivered by SAP |
|---|
| Maintenance Planner | SAP_BR_MAINTENANCE_PLANNER |
| Master Data Specialist - Business Partner Data | SAP_BR_BUPA_MASTER_SPECIALIST |
| Claims Analyst | SAP_BR_CLAIMS_ANALYST_COMPL |
| Master Data Specialist - Product Data | SAP_BR_PRODMASTER_SPECIALIST |
| Master Data Specialist - Warranty Management | BR_MD_SPECIALIST_WRNTY |
The table above provides an overview of all the standard business roles that are used in scope item Warranty Claim Management - Customer Claim Processing (63Y).
Note
This information is based on the test script for scope item Warranty Claim Management - Customer Claim Processing (63Y), which can be found on and downloaded using the SAP Signavio Process Navigator (using the URL https://me.sap.com/processnavigator).
These roles can be used as a template to create your own business roles for your business users working with scope item Warranty Claim Management - Customer Claim Processing (63Y).
Note
These are the same business roles that are also user in scope item Warranty Claim Management - Supplier Recovery Processing (5HR).