CONCEPT DOCUMENT FOR

CRM WARRANTY
DETERMINATION
Tushar Kansara

Warranties Types to Consider

Equipment Warranty (Manufacture Warranty)
Standard Warranty (Overrides Equipment Warranty, but
not exclusively determined)
Service Warranty (Exchange Products/ Chargeable
Repair Warranty)
Service Repair Warranty (When standard warranty
window dont apply)
Manufacture Repair Warranty (When Standard Warranty
Apply)
Extended Warranty (Manufacturer Warranty)

Warranty Products in CRM

Each Applicable Warranty Type to be represented in SAP
CRM as Warranty Product
Applicable Warranties to be held on Installed Base
Component

Equipment Warranty
Equipment Warranty assigned to Equipment at end of sales process in ECC
When Equipment downloads to SAP CRM, CRM_EQUI_BADI to be used to assign
equipment warranty to equipment (Specific Warranty Product to represent Equipment
Warranty)
Based on Warranty determined 100% Discount to be evaluated in SAP CRM

Possible Equipment Warranty Update required: Service Exchange & Repair to Exchange
Exchange Equipment provided to the customer would have the remaining warranty period from the
original customer equipment (Warranty Repair to Exchange) When Chargeable Repair to Exchange is
performed, no warranty transfer and Service Warranty will be applicable. When only Chargeable Repair,
then six month/ 1 year Service Warranty will be applied.

Commercial Return & Field Service process wouldnt require any updates on Equipment
Warranty in SAP CRM

Possibility of having a new warranty type Field Service Warranty or

covered under Service Warranty

Standard Warranty
Standard Warranty (derived on multiple parameters) overrides Equipment Warranty
Standard Warranty is derived based on following parameters:
Product Hierarchy, Customer Number, Customer Class, Customer Class & Sales Organization

Option 1: Installed Base Comp. wouldnt hold Standard Warranty (similar to ECC)
CRM Warranty Product to represent Standard Warranty
Warranty Determination Logic in SAP CRM to use similar determination for checking applicability of Standard
Warranty
ALL CRM Transaction Field Service/ Repair/ Service Exchange (& possibly Commercial Return) will determine
Standard Warranty (when applicable)
Based on Warranty Determined 100% Discount to be evaluated in SAP CRM

Option 2: Installed Base Component would hold Standard Warranty (in addition to
Equipment Warranty)
Initial Equipment Replication CRM_EQUI_BADI to update Standard Warranty by looking up ECC Tables for
Standard Warranty
Batch Program to update Standard Warranty on Installed Base Component (Upon changes made in the
determination tables in ECC)
Warranty Determination Logic in SAP CRM refers to Standard Warranty assigned on Installed Base Component
Based on Warranty determined 100% Discount to be evaluated in SAP CRM

Service Warranty
Specific Warranty Products represent Service Warranty
Service Warranty provided on Equipment provided to customer through
Repair to Exchange and Service Exchange process
Service Warranty & Extended Warranty are mutually exclusive
Service Warranty & Service Repair Warranty are mutually exclusive
Service Warranty updated on Installed Base Component when relevant
exchange process (Repair/ Service Exchange) is initiated from SAP CRM
(When Exchange Equipment Delivery is triggered, specific enhancement to
update service warranty on Installed Base Component)
Warranty Determination Logic when derives service warranty 100%
Discount to be evaluated in SAP CRM
Still to decide whether we should have service repair warranty as an specific
CRM Warranty Product

Chargeable Repair Warranty

CRM Service Warranty Product to represent Warranty
when Chargeable Repair has been performed on the
Equipment
Chargeable Repair Warranty only applicable when
Equipment Warranty has expired
Chargeable Repair Warranty assigned to Installed Base
Component when Repaired Goods Delivery issued from
CRM/ ECC
Warranty Determination Logic will evaluate 100%
Discount to be evaluated in SAP CRM

Extended Warranty
CRM Warranty Products represent Extended Warranty
Only Applicable when Standard Warranty is not
applicable for the Installed Base Component
(Equipment)
Extended Warranty updated on Installed Base
Component based on Contract Start and Contract End
Date
Warranty Determination to determine Extended
Warranty based on Extended Warranty assigned on
Extended Warranty Product assigned on Installed Base
Component
Extended Warranty to incorporate 100% Discount in
CRM Transaction