Order-to-Cash (Standardized Services)

Scenario Overview
Click process
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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
©© 2013 SAP AG. All rights reserved. Representative Dispatcher Performer Accountant
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 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

Info button with more information

Sales/Customer Service Accounts
Service Planner/ Service Receivables
©© 2013 SAP AG. All rights reserved. Representative Dispatcher Performer Accountant <Role Name> <Role Name>
Order-to-Cash (Standardized Services)
Process Details: Handling an Incoming Customer Inquiry
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Handling an Incoming Customer Inquiry via X

Telephony Channel

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Handling an Incoming Customer Inquiry
Click process
chevrons for details

Handling an Incoming Customer Inquiry via X

Telephony Channel

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

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Creating Sales Quotes
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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

Scenario Process Description Further Information

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

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Creating Sales Orders
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Creating Sales Orders X

Handling an Processing
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

Scenario Process Description Further Information

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.
Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Dispatching and Scheduling Orders
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Dispatching and Scheduling Orders – X

Decentral Scheduling

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
…
Click here to display process variants
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Scenario Process Description Further Information

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.

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Dispatching and Scheduling Orders
Click process
chevrons for details

Dispatching and Scheduling Orders – X

Decentral Scheduling

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
…
Click here to hide process variants
Creating
Processing
Down
Dispatching
iPayment Receivables
and Scheduling Orders - Central Scheduling
and
Request -
Payments
Customer

Scenario Process Description Further Information

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.

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Creating Down Payment Request - Customer
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 Down Payment Request -
Customer
X …
Processing
Create and release Receivables
down payment and
request Payments
i

Scenario Process Description Further Information

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Processing Receivables and Payments
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

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
Click here to display process variants

Scenario Process Description Further Information

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.

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Processing Receivables and Payments
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

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
Click here to hide process variants

Scenario Process Description Further Information

Explorer i Processing Externally-Initiated Payments by Incoming Check
The Processing Receivables and Payments business process enables the processing of Performed by
i Processing Externally-Initiated Payments by Incoming Check with
incoming payments, initiated either internally by your company or externally by your Accounts Receivable
Lockbox
customers. The process uses country-specific payment methods. If payments are initiated Accountant
Scenario/Processes i Processing via
internally, they are made manually, or automatically Externally-Initiated
a payment run inPayments
which theby Multiple Incoming Checks
system
proposes open items for payment. You ithen release Incoming
Processing the payments and the
Payments bysystem posts them
Bill of Exchange
to accounting. You create the payment imedium, either
Processing manually
Incoming or as part
Payments of an
with automatic
Petty Cash 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
i Processing Internally-Initiated Payments
statements to pre-confirm payments. When the payments are credited to the company's by Credit Card
bank Payment Management
account, the bank statement is enterediinProcessing
the system,Internally-Initiated Payments by or
either uploaded electronically Direct Debit
Scenario Flow entered manually, before being confirmed. If payments are initiated externally bywith
the Accounts Maintenance
i Processing Receivables and Payments
customer, the bank statement provides notification of payment. The payments are matched in
Further Information the system to the open invoices before being cleared.

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Executing Services
Click process
chevrons for details

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

Scenario Process Description Further Information

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Confirming Service Execution
Click process
chevrons for details

Confirming Service Execution X

- With a Service Confirmation

Handling an
Document work, track Creating
Incoming Creating Creating Dispatching and Scheduling Executing
Orders Services actuals and release a Customer
Customer Sales Quotes Sales Orders
service confirmation Invoices
Inquiry
i
…
Click here to display process
Creating
variants
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Scenario Process Description Further Information

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Confirming Service Execution
Click process
chevrons for details

Confirming Service Execution X

- With a Service Confirmation

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

Scenario Process Description Further Information

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Creating Customer Invoices
Click process
chevrons for details

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

Scenario Process Description Further Information

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

Further Information

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Processing Receivables and Payments
Click process
chevrons for details

Processing Externally-Initiated Payments by X

Incoming Bank Transfer

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
…
Click here to display process variants
Creating
Processing
Down
Receivables
Payment
and
Request -
Payments
Customer

Scenario Process Description Further Information

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.

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
Process Details: Processing Receivables and Payments
Click process
chevrons for details

Processing Externally-Initiated Payments by X

Incoming Bank Transfer

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
…
Click here to hide process variants
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
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.

©© 2013 SAP AG. All rights reserved.

Order-to-Cash (Standardized Services)
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
Scenario/Processes with financial and management accounting.  Integrated resources for estimating job time requirements and labor cost as well as
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
SAP Business ByDesign supports the entire Management, eCommerce Order Management with online payment processes and
Further Information
credit card handling
order-to-cash business – from order
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
©© 2013 SAP AG. All rights reserved. like products, customer groups and distribution channels.
Order-to-Cash (Standardized Services)
Scenario Flow for Variant: With Services and Expenses
Receivables /
Collaboration Window / Field Service Customer Cash & Liquidity Mgt
New Business Sales Orders
Groupware Client and Repair Invoicing

Handling Creating Dispatching and Executing Confirming Creating Processing

an Incoming Creating
Sales Scheduling Service Customer Receivables
Customer
Quote
Sales Order
Order Services 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 variant1 driven by
driven by Work
driven by • Process the
the
the user
system variant 2 system Center Related Business
©© 2013 SAP AG. All rights reserved. scenarios document flow
Order-to-Cash (Standardized Services)
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.*

©© 2013 SAP AG. All rights reserved.

* 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.