Order To Cash (Standardized Services) EN

Order-to-Cash (Standardized Services)
Scenario Overview
Click process
chevrons for details
Handling an Processing
Confirming Creating
Incoming Creating Creating Dispatching and Scheduling Executing Receivables
Service Customer
Customer Sales Quotes Sales Orders Orders Services and
Execution Invoices
Inquiry Payments
Creating
Processing
Down
Marketing-to- Procure-to- Receivables Expense
Payment
Opportunity Pay (Services) and Reimbursement
Request -
Payments
Customer
Scenario Scenario Description Open Legend
Explorer The Order-to-Cash (Standardized Services) business scenario  Flexible price determination
enables you to sell services, with functions to handle quotes,  Use of credit cards with integration to financial service
create sales orders with service items, plan the service providers
Scenario/Processes execution, fulfill, confirm, and invoice the services sold. The
 Credit limit checks based on account balance and new
selling of services can be the main line of business or as value
orders
added services for physical goods. In addition, the following
Business Value features are provided:  Outsourcing of field services to third-party service providers
 Automatic order creation from lead, opportunity, quote, or
external systems The scenario incorporates business functions from related areas
Scenario Flow that directly support service delivery, such as processing due
 Approval process for sales quotes based on thresholds items and payments in financial accounting.
+ Further Information
The following business roles are involved in this scenario:
Sales/Customer Service Accounts

Service Planner/ Service Receivables
©© 2012 SAP AG. All rights reserved. Representative Dispatcher Performer Accountant
Scenario Overview
Click process
Confirming Creating
Service Customer
Execution Invoices
Inquiry Payments
Creating
Processing
Down
Marketing-to- Procure-to- Receivables Expense
Payment
Opportunity Pay (Services) and Reimbursement
Request -
Payments
Customer
Scenario Scenario Description Legend Open

CloseLegend
Legend
Explorer The Order-to-Cash (Standardized Services) business scenario  Flexible price determination
enables you to sell services, with functions to handle quotes,  Use of credit cards with integration
Process to
mainly drivenservice
financial by the user
create sales orders with service items, plan the service providers
Scenario/Processes execution, fulfill, confirm, and invoice the services sold. The Process mainly driven by the system
 Credit limit checks based on account balance and new
selling of services can be the main line of business or as value
orders Manual process not supported by the
added services for physical goods. In addition, the following
Business Value features are provided:  Outsourcing of field servicessystem
to third-party service providers
 Automatic order creation from lead, opportunity, quote, or Process that communicates with third-
external systems The scenario incorporates business functions from related areas
party software (mouse-over for details)
Scenario Flow that directly support service delivery, such as processing due
 Approval process for sales quotes based on thresholds items and payments in financial accounting.
+
Process with relevance to Financials
Further Information
The following business roles are involved in this scenario: Related scenario
Sales/Customer Service Accounts

i Info button with more information
Service Planner/ Service Receivables
©© 2012 SAP AG. All rights reserved. Representative Dispatcher Performer Accountant <Role Name> <Role Name>
Process Details: Handling an Incoming Customer Inquiry
Click process
Handling an Incoming Customer Inquiry via

Telephony Channel
X
Receive an Confirming
incoming call Creating Creating Dispatching and Scheduling Executing
Service
and log an Sales Quotes Sales Orders Orders Services
Execution
inquiry
i …
Click here to display process variants
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer
Scenario Process Description Further Information

Explorer The Handling an Incoming Customer Inquiry business process enables you to manage the Performed by
arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Sales/Customer Service
Internet. Representative
Scenario/Processes During customer interactions, it is key to know who you are dealing with. To quickly identify
the account and contact, there are several possibilities such as automatic identification based In the Work Centers
on the telephone number of an incoming call, or you can enter the name of a caller manually Account Management
Business Value in a Google-like search. Groupware (Outlook)
Collaboration Window
Scenario Flow
+
See also
Further Information Services
©© 2012 SAP AG. All rights reserved.

Process Details: Handling an Incoming Customer Inquiry
Click process
Handling an Incoming Customer Inquiry via

Telephony Channel
X
Receive an Confirming
incoming call Creating Creating Dispatching and Scheduling Executing
Service
and log an Sales Quotes Sales Orders Orders Services
Execution
inquiry
i …
Click here to hide process variants
Creating
Handling an Incoming Customer Inquiry Processing
Down
Receivables
via Fax or E-Mail Channel Payment
and
Request -
Handling an Incoming Inquiry Manually Payments
Customer
via Activities

Explorer The Handling an Incoming Customer Inquiry business process enables you to manage the Performed by
arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Sales/Customer Service
Internet. Representative
Scenario/Processes During customer interactions, it is key to know who you are dealing with. To quickly identify
the account and contact, there are several possibilities such as automatic identification based In the Work Centers
on the telephone number of an incoming call, or you can enter the name of a caller manually Account Management
Business Value in a Google-like search. Groupware (Outlook)
Collaboration Window
Scenario Flow
+
See also
Further Information Services

Process Details: Creating Sales Quotes
Click process
Creating Sales Quotes X

Handling an
Create a Confirming
Incoming Approve a Creating Dispatching and Scheduling Executing Creating
sales quote Service
Customer sales quote Sales Orders Orders Services Customer
Execution
Inquiry Invoices
i i
…
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Explorer The Creating Sales Quotes business process enables you to create a sales quote with fixed Performed by
terms and price conditions, in case a customer requests an offer for products or services. The Sales/Customer Service
sales quote can also be generated out of an opportunity or lead. You enter the necessary Representative
Scenario/Processes details into the sales quote such as the account, the products or services, optional the
requested data in case product availability should be checked. Additional free text as further
customer information can be entered as well. The cost of sales can be determined using In the Work Center
Business Value product valuation, which enables you to evaluate the profitability of the sales quote. Price and New Business
discount adjustments can be made in the sales quote. After the sales quote has been created
it needs to be submitted to the customer. A sales quote form will then be sent to the customer
Scenario Flow depending on the output settings.
+ Further Information See also

Sales Quotes Quick Guide

Process Details: Creating Sales Orders
Click process
Creating Sales Orders X

Creating Processing
Confirming
Incoming Creating Create a
Outbound
Customer Approve a Dispatching and Scheduling Executing Creating Receivables
Service
Customer Sales Quotes sales order
Delivery sales order
Invoices Orders Services Customer and
Execution
Inquiry Invoices Payments
i i
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Explorer The Creating Sales Orders business process enables you to create a sales order with fixed Performed by
terms and price conditions when a customer orders products or services. The order can be Sales/Customer Service
created on the basis of a quote, copying all conditions from the quote to the order or you Representative
Scenario/Processes enter the necessary details in the order such as the account, the products or services, the
requested date , and customer information as additional text. The product availability is
checked, and the system informs you of availability. The system can determine the cost of In the Work Center
Business Value sales using product valuation, enabling you to evaluate the profitability of the order. After Sales Orders
creating the order, you release it to logistics. An order confirmation form can be sent to the
customer, depending on the output settings.
Scenario Flow The sales order can also be generated automatically through business-to-business
communication.
Sales Quotes Quick Guide

Process Details: Dispatching and Scheduling Orders
Click process
Dispatching and Scheduling Orders - Decentral Scheduling

X
Handling an Dispatch and
Check order Prepare Confirming
Incoming Creating Creating release an Schedule an Executing
pipeline and service Service
Customer Sales Quotes Sales Orders order for order Services
plan a route execution Execution
Inquiry execution
i i i
i
…
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Explorer The Dispatching and Scheduling Orders business process enables a service employee to Performed by
assign an order, either manually or automatically to the responsible service performer and/or Service Planner/Dispatcher
execution team. He or she can then schedule the service performer by creating a follow-up Service Performer
Scenario/Processes appointment for the sales or service order. This can be done either centrally by the service
employee or decentrally by the service performer. The order can be scheduled taking the
order priority, availability, or other aspects such as service levels and route optimization into In the Work Centers
Business Value account. Sales Orders
Finally, the service employee releases the order for execution. Once this is done, the service Field Service and Repair
performer can print and/or download the list of orders to be executed as well as the details for
Scenario Flow each order before heading out. In addition, the service performer can display the
appointments in a calendar view within the SAP Business ByDesign system or in a groupware
+ Further Information client such as Outlook, if groupware integration is active. See also
Order Pipeline Quick Guide

Process Details: Dispatching and Scheduling Orders
Click process
Dispatching and Scheduling Orders - Decentral Scheduling

X
Handling an Dispatch and
Check order Prepare Confirming
Incoming Creating Creating release an Schedule an Executing
pipeline and service Service
Customer Sales Quotes Sales Orders order for order Services
plan a route execution Execution
Inquiry execution
i i i
i
…
Creating
Processing
Down
iPayment
Dispatching Receivables
and Scheduling Orders - Central Scheduling
and
Request -
Payments
Customer

Explorer The Dispatching and Scheduling Orders business process enables a service employee to Performed by
assign an order, either manually or automatically to the responsible service performer and/or Service Planner/Dispatcher
execution team. He or she can then schedule the service performer by creating a follow-up Service Performer
Scenario/Processes appointment for the sales or service order. This can be done either centrally by the service
employee or decentrally by the service performer. The order can be scheduled taking the
order priority, availability, or other aspects such as service levels and route optimization into In the Work Centers
Business Value account. Sales Orders
Finally, the service employee releases the order for execution. Once this is done, the service Field Service and Repair
performer can print and/or download the list of orders to be executed as well as the details for
Scenario Flow each order before heading out. In addition, the service performer can display the
appointments in a calendar view within the SAP Business ByDesign system or in a groupware
+ Further Information client such as Outlook, if groupware integration is active. See also
Order Pipeline Quick Guide

Process Details: Creating Down Payment Request - Customer
Click process
Confirming Creating
Service Customer
Execution Invoices
Inquiry Payments
Creating Down Payment Request -
Customer X …
Processing
Create and release Receivables
down payment and
request Payments
i

Explorer The Creating Down Payment Requests - Customer business process enables you to Performed by
request down payments from the customer, before services are performed or products are Sales/Customer Service
delivered. The sales representative creates and releases a down payment request for this Representative
Scenario/Processes purpose.
In the Work Center

Business Value Customer Invoicing
Scenario Flow

Create a Down Payment Requ
est

Process Details: Processing Receivables and Payments
Click process
Confirming Creating
Service Customer
Execution Invoices
Inquiry Payments
Processing Externally-Initiated Payments by Incoming Bank Transfer X …
Creating
Down Enter a Process a Allocate a Clear a
Payment remittance bank payment payment
Request - advice statement
Customer
i i i i

Explorer The Processing Receivables and Payments business process enables the processing of Performed by
incoming payments, initiated either internally by your company or externally by your Accounts Receivable
customers. The process uses country-specific payment methods. If payments are initiated Accountant
Scenario/Processes internally, they are made manually, or automatically via a payment run in which the system
proposes open items for payment. You then release the payments and the system posts them
to accounting. You create the payment medium, either manually or as part of an automatic In the Work Centers
Business Value run, using files for direct debit or credit card payments. It is also possible to upload credit card Receivables
statements to pre-confirm payments. When the payments are credited to the company's bank Payment Management
account, the bank statement is entered in the system, either uploaded electronically or
Scenario Flow entered manually, before being confirmed. If payments are initiated externally by the
customer, the bank statement provides notification of payment. The payments are matched in
+ Further Information the system to the open invoices before being cleared. See also
Allocate a Payment Manually

Click process
Confirming Creating
Service Customer
Execution Invoices
Inquiry Payments
Processing Externally-Initiated Payments by Incoming Bank Transfer X …
Creating
Down Enter a Process a Allocate a Clear a
Payment remittance bank payment payment
Request - advice statement
Customer
i i i i

Explorer i Processing Externally-Initiated Payments by Incoming Check
The Processing Receivables and Payments business process enablesPayments
the processing of Performed by
i Processing Externally-Initiated by Incoming Check with
incoming payments, initiated either internally by your company or externally by your
Lockbox Accounts Receivable
Scenario/Processes i Processingvia
internally, they are made manually, or automatically Externally-Initiated
a payment run in Payments by Multiple Incoming Checks
which the system
proposes open items for payment. You ithen Processing Incoming
release the payments Payments
and theby Bill of posts
system Exchange
them
to accounting. You create the payment imedium, eitherIncoming
Processing manuallyPayments
or as partwith
of anPetty
automatic
Cash In the Work Centers
statements to pre-confirm payments. When i Processing Internally-Initiated Payments by Credit Card
the payments are credited to the company's bank Payment Management
account, the bank statement is enterediin the system,Internally-Initiated
Processing Payments byorDirect Debit
either uploaded electronically
Scenario Flow entered manually, before being confirmed. If payments are initiatedand
externally by the
i Processing Receivables Payments with Accounts Maintenance
Clear an Incoming Payment M
anually

Process Details: Executing Services
Click process
Executing Services X
Handling an
Travel to a Confirming Creating
Incoming Creating Creating Dispatching and Scheduling Execute a
service Service Customer
Customer Sales Quotes Sales Orders Orders service
location Execution Invoices
Inquiry
i i
…
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Explorer In the Executing Services business process, once the order has been released for execution
and preparations made, the service performer travels to the customer to perform the Performed by
requested service, or performs the service working remotely or in a repair center. Service Performer
Scenario/Processes
In the Work Center

Business Value Field Service and Repair
Scenario Flow
+
See also
Further Information Service Order Processing

Process Details: Confirming Service Execution
Click process
Confirming Service Execution

- With a Service Confirmation
X
Handling an
Dispatching and Scheduling Executing Document work, track Creating
Incoming Creating Creating
Orders Services actuals and release a Customer
Customer Sales Quotes Sales Orders
service confirmation Invoices
Inquiry
i
…
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Scenario/Processes
In the Work Center

Scenario Flow

Create a Service Confirmation

Process Details: Executing Services
Click process
Confirming Service Execution

- With a Service Confirmation
X
Handling an
Dispatching and Scheduling Executing Document work, track Creating
Incoming Creating Creating
Orders Services actuals and release a Customer
Customer Sales Quotes Sales Orders
service confirmation Invoices
Inquiry
i
…
Creating
Processing
Down
Receivables i Confirming Service Execution -
Payment
and
Request - With an Order
Payments
Customer

Scenario/Processes
In the Work Center

Scenario Flow

Create a Service Confirmation

Process Details: Creating Customer Invoices
Click process
Creating Customer Invoices

X
Processing
Confirming Transfer
Creating Creating Dispatching and Scheduling Executing Release an Receivables
Service invoice
Sales Quotes Sales Orders Orders Services invoice and
Execution requests Payments
i i
…
Creating
Creating Processing
Down
Down Receivables
Payment
Payment and
Request- -
Request Payments
Customer
Customer

Explorer In the Creating Customer Invoices business process, the system creates invoice requests Performed by
automatically after services have been performed or products delivered. You must transfer Accounts Receivable
these requests to an invoice which is sent to the customer and passed to Cash Flow Accountant
Scenario/Processes Management. You can do this manually or with an invoice run. It is possible to combine
several requests into one invoice or split them into several invoices.
In the Work Center
Business Value Customer Invoicing
Scenario Flow

Customer Invoice Processing

Click process
Processing Externally-Initiated Payments by Incoming Bank Transfer X

Confirming Creating Enter a Process a
Dispatching and Scheduling Executing Allocate a Clear a
Service Customer remittance bank
Orders Services payment payment
Execution Invoices advice statement
i i i i
…
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Explorer The Processing Receivables and Payments business process enables the processing of Performed by
Allocate a Payment Manually

Click process
Processing Externally-Initiated Payments by Incoming Bank Transfer X

Confirming Creating Enter a Process a
Dispatching and Scheduling Executing Allocate a Clear a
Service Customer remittance bank
Orders Services payment payment
Execution Invoices advice statement
i i i i
…
Creating
Processing i Processing Externally-Initiated Payments by Incoming Check
Down
Receivables
Payment
and i Processing Externally-Initiated Payments by Incoming Check with Lockbox
Request -
Customer
Payments i Processing Externally-Initiated Payments by Multiple Incoming Checks
i Processing Incoming Payments by Bill of Exchange
i Processing Incoming Payments with Petty Cash
i Processing Internally-Initiated Payments by Credit Card
Scenario Process Description i Further
Processing Internally-Initiated Payments Information
by Direct Debit
Explorer i Processing Receivables and Payments with Accounts Maintenance
The Processing Receivables and Payments business process enables the processing of Performed by
Clear an Incoming Payment Ma
nually

Business Value
Order Manage Fulfill Settle
Create Sales Dispatch and Collect

Create Create Sales Perform Create
Quote Schedule Create Invoice Payment Post to Ledger
Opportunity Order Services Confirmation
Order
Scenario Overview Key Benefits

Explorer For midsize companies selling professional
services, this process aligns customer  Provides integrated business scenarios for customers focusing on professional services
relationship management, service delivery from order capturing via execution to financial and management accounting
with financial and management accounting.  Integrated resources for estimating job time requirements and labor cost as well as
Scenario/Processes
planning optimal service routes. Expense items can be tracked and invoiced within
You can boost speed to revenue, decrease quotes and sales orders
Business Value cost of selling and delivering services,  Early margin information based on sales orders explain the decline/increase of sales
improve customer satisfaction by delivering growth
on time and on budget to increase your  Scalable process for revenue recognition supporting different accounting principles
Scenario Flow profitability.
 eShop Integration including support for catalog management, eCommerce Account
Management, eCommerce Order Management with online payment processes and
+ Further Information SAP Business ByDesign supports the entire
order-to-cash business – from order
credit card handling
management and order fulfillment through to  Sales of 3rd party services including procurement and financial integration of third party
settlement of invoices. costs
 Built in analytics enables a drill down to the profit and loss result alongside dimensions
like products, customer groups and distribution channels.
Scenario Flow for Variant: With Services and Expenses
Receivables /
Collaboration Window / New Sales Orders Field Service Customer Cash & Liquidity
Groupware Client Business and Repair Invoicing Mgt
Handling
Creating Dispatching and Confirming Creating Processing
an Incoming Creating Executing
Sales Scheduling Service Customer Receivables
Customer Sales Order Services
Quote Order Execution Invoice and Payments
Inquiry
• with central
• telephony scheduling • using a service
channel • with decentral • Processing
confirmation
• fax-/e-mail scheduling externally-initiated
• within order
channel payments by
incoming bank
transfer
• Processing
externally-initiated
payments by
incoming check
• … (7 more
Marketing-to- variants)
Opportunity
Expense
Reimbursement
Scenario Explorer
Scenario/Processes
Business Value
Scenario Flow
+ Further Information Legend
Process related Work center in which

Process Process Process
• Process mainly to Financials process is performed
mainly mainly
driven by variant1 driven by
driven by • Process Work
the user the the
system variant 2 system Center Related Business
©© 2012 SAP AG. All rights reserved. scenarios document flow
Further Information
Scenario Do you want to try it out? Do you need more information? Do you want to discuss with others?
Explorer
Self-Enablement Systems More Details Forum
If you want to try out the business SAP provides a complete product Get in touch with experts to
Scenario/Processes scenario, click here.* documentation, covering all discuss your specific
aspects of the business scenario. requirements. To enter the
For more details, click here. community, click here.*
Business Value
WIKI
Scenario Flow VV In addition to the product
documentation, SAP provides
+ Further Information Wikis that describe additional
aspects of SAP Business
ByDesign.
To access the WIKI, click here.*

* Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please
check http://support.microsoft.com/kb/890474.

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Order-to-Cash (Standardized Services)

Scenario Scenario Description Open Legend

Sales/Customer Service Accounts

Scenario Scenario Description Legend Open

Sales/Customer Service Accounts

Handling an Incoming Customer Inquiry via

Scenario Process Description Further Information

©© 2012 SAP AG. All rights reserved.

Handling an Incoming Customer Inquiry via

Scenario Process Description Further Information

©© 2012 SAP AG. All rights reserved.

Creating Sales Quotes X

Scenario Process Description Further Information

+ Further Information See also

©© 2012 SAP AG. All rights reserved.

Creating Sales Orders X

Scenario Process Description Further Information

©© 2012 SAP AG. All rights reserved.

Dispatching and Scheduling Orders - Decentral Scheduling

Scenario Process Description Further Information

©© 2012 SAP AG. All rights reserved.

Dispatching and Scheduling Orders - Decentral Scheduling

Scenario Process Description Further Information

©© 2012 SAP AG. All rights reserved.

Scenario Process Description Further Information

In the Work Center

+ Further Information See also

©© 2012 SAP AG. All rights reserved.

Click here to display process variants

©© 2012 SAP AG. All rights reserved.

Click here to hide process variants

©© 2012 SAP AG. All rights reserved.

Scenario Process Description Further Information

In the Work Center

©© 2012 SAP AG. All rights reserved.

Confirming Service Execution

Scenario Process Description Further Information

In the Work Center

+ Further Information See also

©© 2012 SAP AG. All rights reserved.

Confirming Service Execution

Scenario Process Description Further Information

In the Work Center

+ Further Information See also

©© 2012 SAP AG. All rights reserved.

Creating Customer Invoices

Scenario Process Description Further Information

+ Further Information See also

©© 2012 SAP AG. All rights reserved.

Processing Externally-Initiated Payments by Incoming Bank Transfer X

Scenario Process Description Further Information

©© 2012 SAP AG. All rights reserved.

Processing Externally-Initiated Payments by Incoming Bank Transfer X

©© 2012 SAP AG. All rights reserved.

Order Manage Fulfill Settle

Create Sales Dispatch and Collect

Scenario Overview Key Benefits