Using SAP Fiori Apps to Process Customer Warranty Claims

Objectives

After completing this lesson, you will be able to:

  • Create a customer warranty claim using SAP Fiori Apps

SAP Fiori Apps for Warranty Claim Management - Customer Claim Processing (63Y)

Example SAP Fiori apps for Warranty Claim Management - Customer Claim Processing (63Y)

The SAP Fiori app used to create a customer warranty claim is called Manage Customer Claims. Once a role based on the template role Claims Analyst (SAP_BR_CLAIMS_ANALYST_COMPL) has been assigned to a user, the SAP Fiori app can be found in the tile group called Manager Customer Claim.

The actual creation of the customer warranty claim involves specifying data like:

Field NameContains
CustomerThe customer responsible for sending the claim to your organization
Object typeAn indication whether the claim is for an equipment or for a functional location
Object numberThe specific technical object for which the claim is created
Damage dateThe date on which the technical object was damaged
Repair dateThe date on which the repair took place

One of the prerequisites for a technical object to be able to use it in a customer warranty claim, is that warranty information is maintained for the technical object. Using the SAP Fiori app called Manage Master Warranties (under tile group Master Warranty), it is possible to create a master warranty.

A master warranty contains a warranty type (values Vendor/Manufacturer Warranty and Customer Warranty are available) and a warranty counter. An example of a warranty counter is WARRANTY_PERIOD with a value maintained in months (unit MON).

A master warranty is assigned to a technical object in combination with a warranty start date.

Once a claim is being created, you assign items to the claim. An item can represent a labor value that is/was required to repair the technical object. The figure shows an example of this with condition type PF00 (Labor Rate) used in a condition record to specify the rate used when calculating the value for the labor.

Besides labor, a material item indicating the spare part causing the damage also needs to be assigned. See the unit in this course about scope item Warranty Claim Management - Supplier Recovery Processing (5HR) for an example of this.

When you save a claim, it is automatically set to processing status Created. The requested net amount is equal to the sum of all the amounts for the items in the claim.

The next step in the process is performing a validation and submitting the claim for approval.

When a claim is submitted, processing status Submitted is automatically assigned to the claim.

A formal validation of the claim is the next step in the process. After this step, the processing status of the claim is updated to Content Validation Successful.

The decision can be to approve or reject to claim and the next step to be executed in the process depends on this decision. You can choose Post to Finance to trigger the posting to SAP S/4HANA Cloud Public Edition, finance of the approved net amount. You can also decide to use the option Reject Claim.

Once a claim is either posted to SAP S/4HANA Cloud Public Edition, finance or rejected, it can be closed. This sets the processing status of the claim to Closed.

Note
If needed, an already closed claim can be reopened later on.

Customer Warranty Claims Overview

The SAP Fiori app called Customer Warranty Claims Overview can be used to generate a graphical overview of all customer warranty claims created. You can see all recently submitted claims, all approved/rejected claims and also all customer claims still in process.

From within a graphic, it is also possible to drill down to a list of all claims making up that specific graphic. You can then open one specific claim and start processing this claim.

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