Page 217 - DMGT553_RETAIL_STORE_MANAGEMENT

Retail Store Management

Notes Prerequisites

In Customizing for Customer Relationship Management, you have made the following settings:
To use reference objects and enter the product IDs of the objects in the service recall order,
you have created a subject profile with subject profile category Y Individual Object (Sales
Order).

You have created a separate transaction type for service recall processing, and have assigned
this subject profile to it under External Reference Objects.

Process

The manufacturer runs product analyses, and discovers that repeated complaints point to a
defective part as the cause of a problem. These defective parts have to be exchanged for new
parts. To solve the problem, the defective part has to be exchanged in all objects in which it was
fitted.
To guarantee delivery of the service parts, you create a sales order template. The sales order
template contains a list of the parts to be exchanged, and the required quantity for each object.
Use transaction type SALT, provided in the standard delivery, as a template.

Customers are notified via a product service letter. For this, you create a product service letter
and first enter a list of customers affected that should be notified of the recall campaign (Target
Groups assignment block). In addition, the product service letter contains the list of objects
affected by the recall action, as well as a reference to the sales order template that lists the
products, with the corresponding quantities that should be exchanged for an object. The product
service letter contains details about the following:

Validity area
Status of the document

Target group
Product IDs of the affected objects
Link to the sales order template

!
Caution You must release the product service letter for use in the recall action.
1. The customer receives the message about the recall action via his or her chosen
communication channel, for example e-mail, and creates a service recall order with regard
to the manufacturer’s recall (product service letter) in the customer portal. Alternatively,
you can also create the service recall order for your customer. The service recall order
comprises the following details:

Sold-to party
Product service letter ID

Product IDs of the objects
In addition, the service recall order includes a list of the affected objects, for which parts
are to be exchanged. The entry takes place in the Reference Objects assignment block.

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