Using More Functionality Related to a Standard Service Process

After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Work with more standard functionality related to a standard service process

More Functionality of a Standard Service Process

Integration of the sales text from a service or expense product

In the material master record of a service product or an expense product, a sales text can be maintained. This sales text is then copied from the material master record to the service order item where this product is used.

In the service order item, the sales text can be updated. The updated version will then be copied from the service order item into the corresponding service confirmation (when it is being created).

From the service confirmation, the sales text is copied into a subsequent billing document request (BDR) and from there into the corresponding invoice.

Finally, the sales text is available for output on the printable version of the invoice.

Service documents in the Customer 360° view

The Customer - 360° View app was enhanced in release 2202 of SAP S/4HANA Cloud by including service quotations and services orders. As a result the app acts now as the single access point for all customer-related processes across sales and services.

This feature has the following properties:

  • It leads to an improved overview of customer-related processes, including sales and services. This is achieved via a single access point for all customer processes across sales and services.
  • The content in the Customer - 360° View app was enhanced to include tabs for service quotations and service orders.
  • Navigation to the Customer 360 View app was provided from within the app Manage Service Orders by selecting Sold-to-party.

Using service teams

A service team is an organizational unit to which service employees are assigned for performing service tasks. It facilitates the assignment of service employees in service transactions, related analytics, and the search for service transactions.


It is not possible to create a hierarchy in a team's structure. This means that it is not possible to group people (team members) into sub-teams based on their responsibilities (member functions).

Service teams can be implemented by using the team function in Responsibility Management. Using the SAP Fiori app Manage Teams and Responsibilities, it is possible to create master data or maintain pre-delivered master data for service teams by specifying team types of team category Service. The master data of a service team includes country, postal code, plant, and storage location.

The country and postal code specify the location for which a service team is responsible. The system uses these two fields to determine appropriate service teams for customers in different countries and regions.

The plant and storage location specify the default location where a service team member (executing service employee) obtains service parts to perform a service task. After creating the master data for a service teams, configuration steps must be executed to enable the use of service teams in specific service transactions.

The system can determine service teams based on the country and postal code of the ship-to party or sold-to party. Service teams are automatically determined on the header of a service order or a service confirmation. These determined service teams are inherited by the items of the service order or service confirmation. It is possible to use the Propose Service Team function to manually trigger the service team determination for the items of a service order or a service confirmation.


If multiple service teams are determined for the header or items of a service order or a service confirmation, the user is prompted to select a service team. Also, the determined service teams can be changed. After the service teams are changed in the header of a service order or a service confirmation, the changed service teams are inherited by the items of the service order or service confirmation. However, if the origin of the existing service teams is Manually Entered/Selected or Corrected Based on Executing Service Employee in the items of a service order or service confirmation, the service team is not inherited.

Service team: function classification

A function classification EXEC_SRVC_EMPLOYEE is defined by SAP for a team with category Service.

Users can map their own defined team functions to this function classification. Then, these user-defined functions are classified as Exe. Service Employee (EXEC_SRVC_EMPLOYEE).

A team member who is not classified as Exe. Service Employee (EXEC_SRVC_EMPLOYEE) is not part of a search result (in for example, a service order) by default.

An assigned Exe. Service Employee (EXEC_SRVC_EMPLOYEE) needs to originate from the service team assigned in the same service order item, or an error message is displayed (2002CE). If a person assigned as Exe. Service Employee (EXEC_SRVC_EMPLOYEE) does not have the function which has been assigned as Service Employee based on the classification, a warning message is displayed.

SEPA mandates

In the Single Euro Payment Area (SEPA), a payer can authorize a company sending a billing document to this payer to collect payments as direct debits. To consent debits from a payer’s account, the payer has to sign a SEPA mandate.

The scenario discussed here is the following: You want to collect the payments for a payer as direct debit from your customer’s account according to an existing SEPA mandate for the billing documents created for your service orders/service confirmations. Analyzing/creating SEPA mandates is done using the app called Manage SEPA Mandates.

For a certain customer (i.e. payer) one or more SEPA mandates can be created. To be able to use a SEPA mandate, it needs to have status that is set to Active and that is still valid.

You create a service order for a payer with an active SEPA mandate. The terms of payment in the service order need to chosen so that a SEPA relevant payment method is selected (like Direct Debit).

The SEPA mandate field (Mandate Reference) is changeable later on if needed A SEPA mandate maintained on header level in a service order is inherited in all items of that service order.

Once a service order with a SEPA mandate is released, a service confirmation can be created that also receives the SEPA mandate that is present in the service order. The service confirmation is then completed and released for billing.

The billing document (created based on a billing document request) again contains the same SEPA mandate as the one that the service order and the service confirmation contain.

Creation of substitution rules to determine the costing variant for service documents

Release 2308.2 of SAP S/4HANA Cloud, public edition - Service introduced the possibility to create substitution rules to determine the costing variant for service documents. You can use the app Manage Substitution/Validation Rules - Service Documents to define substitution rules for service transactions (service documents). Substitution rules signify which profit center, costing sheet, functional area, and settlement profile is applied.

When you create a service transaction, the system uses the conditions that you have defined in the substitution rule to derive the available target field for the item. When you make any changes to the service transaction item, the system automatically redetermines the profit center, costing sheet, functional area, or settlement profile using the conditions which were defined for the item.

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