Service orders in SAP CRM can be created via different channels like IC WebClient UI, Web Channel (ICSS) and mobile device. It is possible to create a service order as a follow-up document to service agreement or service contract. It consists of header and item part. Items in a service order can be in tree structure forming item hierarchy.
Resource Planning Application is used by the resource planners to dispatch the service order to the service technicians. It also supports managing and analysing the data related to the service representative employees (service technicians).
In the form of Reference object, IBase (components), objects or products can be entered in the service at header or item level. Depending upon the main reference object entered in the service order, the list of relevant products is displayed for the order items. This functionality is called product proposal. For pricing, CRM pricing procedure could be used which calculate the price based on the conditions maintained for the discounts and surcharge calculations for a particular item.