SAP Checklist

Module Objectives: At the completion of this self learning module the user will have a better
understanding SAP. This course will only provide refresher training for agent already on the floor and will not be
meant for new hire training.

Topics Covered in this Module:

Logging into SAP

Account Search

Creating a Case

SAP Inbox

Things to Know

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Logging into SAP

Sap via Engage
The quick access link to SAP is available on your Engage portal. Located at the right part of the screen.

SAP URL: http://sap.carefusion.com

In SAP Production the following information should be indicated under Work Center ID
KL :Place_kl_25350
QC Place_que_25350
SD Place_sd_25350

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Account Search
Finding The Customer's Account
In the Identify Account Page the system allows user to search for customer accounts via wildcard searches. You may be able
to use the wildcard search on the following fields: Account , City, and Postal Code by typing an Asterisk * before or after the
search word.

From the Result List you will be able to further filter your results by clicking the Account column and choosing Custom.

The wildcard search using an Asterisk * is also applicable on this field.

After the hitting the Confirm button the list off customer contact will be available on the table located at the bottom of the SAP
page.
Editing an Existing Customer's Contact Information
SAP allows users to be able to edit existing Contact Telephone Number, Role, Department, and Email Address. On the account
Identification Page make sure that the First Name/Last Name field is populated with the correct contact person you want to
modify and then click the More Fields button.

The identify Account - More Fields window will open. Click the Edit icon to modify the existing customers account information.

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Customer Account Type

Service Suspension: Do not Dispatch. Assist the customer over the phone and create a case.
Credit Hold: Proceed with standard support process
Non-Existent: Contract has been terminated or does not exist
No Service: CFN no longer supports device. This includes phone, remote or onsite
Time and Materials: Customer has opted for no agreement or has reached EOC. Customer is responsible for the cost of
labor, travel and repair materials.
Government: No permission to dial if not located within US

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Creating a Case
Med Dispensing Case Create
Mandatory Fields to Check Prior to Saving a Case
Check Special Handling Notes

Case Status Definition

The definitions for SAP CRM case statuses Completed, Dispatch and Personnel Complaint remain the same. The new cases
statuses are considered Open states as defined by the following table:

Different Note Types:

Problem Description: Use for the initial notes of the case. To be used once only.
TSC Notes: Succeeding notes or troubleshooting details of the case.
Internal Note: Customers are not able to see notes if placed under this category.
Possible Errors and Fixes:
Service Org Unit / Service Agreement
o Reason for Error: Service Org is Empty

o Fix: Please fill in the correct Service Org Unit under the Organizational Data field.
Enter Bill to / Ship to Party
o Reason for Error: Parties involved Sold to and Ship to Party is not populated.
o Fix: Please fill in the customer account ID on the empty field
Attach Valid Knowledge Article
o Reason for Error: Case is saved as completed without a Knowledge Article
o Fix: Attach the appropriate KA as it is required to mark case completed
Copy vs. Follow Up Case
Copy
o When To Use: Multiple issue for the same site and on different devices [Ex. Anesthesia Cases]
o Copies everything except the complaint type and notes
Follow Up
o When To Use: Case Reoccurred and case is completed
o Copies everything except the complaint type and notes
Case Completion Requirements:

Attach the appropriate KA.

Send case complete email notification if case has been resolved within 24 hours.

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SAP Inbox
SAP CRM Saved Search:
In order to ensure saved SAP CRM searches display accurate information, any existing search with Status is Open will have to
be updated to include the four (4) new case statuses:

Service Order Page:

If the customer calls in requesting to re-page FST technician working on their Service Order, the first thing to determine is
whether or not an FST has been assigned to the SO.

Click the pen and paper icon to "Edit" to get more details regarding the SO

Under the Assignments portion you will be able to verify that the SO is assigned.

After the confirming that the SO has been assigned to the case you may now proceed to re -paging the FST for the said case.
You will be able to do this by following these steps:

Open Resource Planning found under the Service Operators menu. Under results list click Show Search Fields.
Under the Demand ID search criteria input the SO number and click Search.

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Choose the correct SO by clicking on the box on the left and click Display Assignments.

Click on the Notify Resource button [Envelope] and this will open another window containing the message for the FST.

Click on the Send button to re-page the FST.

How to Defer a Service Order

Prior to saving the Service Order the time on the case will need to be modified if the FST dispatch it to be deferred. Refer to the
following steps on how to defer a SO:

Click the pen and paper icon to "Edit" to get more details regarding the SO

Under the Dates field modify the First Response By field. The SAP will automatically adjust the time zone of the SO depending on the location of the customer.
Please note that the First Response By is the time the FST will first be notified about the SO.

Note: Document in Case notes who is assigned service order with service order number. Change case status to Solution
Provided then Dispatch after 24 hours.

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Things to Know
Account Overview Menu
The following options are available under the Account Overview sub menu:

To modify the Virus On Site and Site Down flag for an account simply click the Edit button and place a thick on the appropriate box.
Make sure that if a Virus is detected on the customer's site to turn off the device notify the The IE and FST.

Under the Sales Area Data sub menu you be able to determine what type of account the customer's account ID is profiled under.

Master Data Menu

There are instances where customer's change the name/location of their devices and this would need to be modified to match in
SAP. You will be able to do this through the following steps.

Under the Master Data menu choose I-Object Search. Search via serial number or Object ID.

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Click the ID to be directed to the Equipment Information page of the said device.
Scroll to the bottom and press the Edit button. Modify the location field as needed and hit save.

CareFusion Reps Report

Provide a the list of IA, IE and FSTs associated with a site. The list also provides details such as their email and contact
numbers. The managers of this associates will also be part of the list. This may also be used in cases were a service orders has
a missing field representative.
Medical Device Case: Anesthesia

Anesthesia Cases are Always: URGENT

It is mandatory to ask the customer the question, "Harm there harm done?".
Abbreviations are not allowed to be used in Anesthesia cases. [Example RX for Pharmacist]
Upon marking a case as completed or dispatched you are required to electronically sign the case.

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