Providing customer relationship management application as enterprise services
First Claim
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1. A system comprising:
- a computer system comprising one or more hardware platforms for executing computer software;
computer software deployed on the computer system, the computer software implementing a plurality of service operations, the service operations comprising;
a maintain customer invoice request operation operable to create, update, delete or request cancellation of a customer invoice request;
a confirm invoicing operation operable to confirm that customer invoice was created or cancelled to process components which requested invoicing;
a notify of invoice operation operable to inform accounting about outgoing invoices or credit memos;
a notify of invoice cancellation operation operable to inform accounting about cancellation of invoices or credit memos;
a change service confirmation based on customer invoice operation operable to update the service confirmation in order to document the information about issued customer invoices in the service confirmation;
a notify of service confirmation operation operable to notify accounting about the creation, change or deletion of a service confirmation;
a request invoicing operation operable to send a billing due notification to customer invoice processing;
a change service order based on spare part availability update operation operable to update a service order with spare part availability and to update reservation information based on customer requirement fulfillment planning data;
a change service order based on spare part fulfillment confirmation operation operable to update a service order with spare part quantity delivered to customer, or picked up by a service technician;
a notify of customer return operation operable to notify inbound delivery processing about the creation, change or cancellation of a customer return;
a register spare part requirement deletion notification operation operable to register a provisional spare part requirement reservation for deletion and to trigger deletion in case of failure or cancellation of transaction processing;
a notify of service order operation operable to notify accounting about the creation, change, or deletion of a service order;
a cancel sales order operation operable to notify accounting about the cancellation of a sales order;
a change sales order operation operable to change a sales order based on changes in a purchase order from the customer;
a create sales order operation operable to create a sales order based on a new purchase order from the customer;
a change sales order based on customer requirement fulfillment confirmation operation operable to update a sales order with information from fulfillment confirmation;
a change sales order based on product available to promise update operation operable to change a sales order with availability and reservation information based on changes in fulfillment planning;
a confirm customer return operation operable to confirm a customer return to a customer;
a request product valuation operation operable to request the value of a product;
a notify of sales order operation operable to notify accounting about the creation, change, or cancellation of a sales order;
a confirm sales order operation operable to confirm a sales order;
a maintain service request operation operable to create or update a service request with a message received from external requester system;
a change service request based on provider'"'"'s confirmation operation operable to update a service request based on a confirmation message of a service request creation and update progress received from an external provider system;
a request service operation operable to send a service request creation or update to an external provider system;
a notify of service provision operation operable to notify accounting of actual service provided and actual time spent on performing the service;
a notify of service provision cancellation operation operable to notify accounting that a confirmation of a provided service has been cancelled;
a notify of service request operation operable to notify accounting about the creation, change or deletion of a service request;
a confirm service request operation operable to send a creation, update or processing confirmation to an external requester system;
a change customer return based on customer invoice operation operable to send information about invoiced data and values related to items in a current document;
a delivery execution request out operation operable to request a delivery;
a change service request based on customer invoice operation operable to update a service request in order to document the information about issued customer invoices in the service request;
a request customer requirement reservation operation operable to request a reservation for customer requirement;
a request customer requirement reservation and fulfillment operation operable to request reservation and fulfillment for customer requirement;
a request product availability information and provisional reservation of customer requirement operation operable to request product availability information including the creation of a provisional reservation for customer requirement;
a change customer quote based on product available to promise update operation operable to change a customer quote with availability and reservation information based on changes in fulfillment planning; and
a notify of service order credit commitment operation operable to send invoice information necessary to update credit commitment.
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Abstract
Methods and apparatus, including systems and computer program products, for a services architecture design that provides enterprise services having customer relationship management functionality at the level of an enterprise application. The design includes a set of service operations, process components, and optionally deployment units. Suitable business objects are also described.
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Citations
20 Claims
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1. A system comprising:
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a computer system comprising one or more hardware platforms for executing computer software;
computer software deployed on the computer system, the computer software implementing a plurality of service operations, the service operations comprising;
a maintain customer invoice request operation operable to create, update, delete or request cancellation of a customer invoice request;
a confirm invoicing operation operable to confirm that customer invoice was created or cancelled to process components which requested invoicing;
a notify of invoice operation operable to inform accounting about outgoing invoices or credit memos;
a notify of invoice cancellation operation operable to inform accounting about cancellation of invoices or credit memos;
a change service confirmation based on customer invoice operation operable to update the service confirmation in order to document the information about issued customer invoices in the service confirmation;
a notify of service confirmation operation operable to notify accounting about the creation, change or deletion of a service confirmation;
a request invoicing operation operable to send a billing due notification to customer invoice processing;
a change service order based on spare part availability update operation operable to update a service order with spare part availability and to update reservation information based on customer requirement fulfillment planning data;
a change service order based on spare part fulfillment confirmation operation operable to update a service order with spare part quantity delivered to customer, or picked up by a service technician;
a notify of customer return operation operable to notify inbound delivery processing about the creation, change or cancellation of a customer return;
a register spare part requirement deletion notification operation operable to register a provisional spare part requirement reservation for deletion and to trigger deletion in case of failure or cancellation of transaction processing;
a notify of service order operation operable to notify accounting about the creation, change, or deletion of a service order;
a cancel sales order operation operable to notify accounting about the cancellation of a sales order;
a change sales order operation operable to change a sales order based on changes in a purchase order from the customer;
a create sales order operation operable to create a sales order based on a new purchase order from the customer;
a change sales order based on customer requirement fulfillment confirmation operation operable to update a sales order with information from fulfillment confirmation;
a change sales order based on product available to promise update operation operable to change a sales order with availability and reservation information based on changes in fulfillment planning;
a confirm customer return operation operable to confirm a customer return to a customer;
a request product valuation operation operable to request the value of a product;
a notify of sales order operation operable to notify accounting about the creation, change, or cancellation of a sales order;
a confirm sales order operation operable to confirm a sales order;
a maintain service request operation operable to create or update a service request with a message received from external requester system;
a change service request based on provider'"'"'s confirmation operation operable to update a service request based on a confirmation message of a service request creation and update progress received from an external provider system;
a request service operation operable to send a service request creation or update to an external provider system;
a notify of service provision operation operable to notify accounting of actual service provided and actual time spent on performing the service;
a notify of service provision cancellation operation operable to notify accounting that a confirmation of a provided service has been cancelled;
a notify of service request operation operable to notify accounting about the creation, change or deletion of a service request;
a confirm service request operation operable to send a creation, update or processing confirmation to an external requester system;
a change customer return based on customer invoice operation operable to send information about invoiced data and values related to items in a current document;
a delivery execution request out operation operable to request a delivery;
a change service request based on customer invoice operation operable to update a service request in order to document the information about issued customer invoices in the service request;
a request customer requirement reservation operation operable to request a reservation for customer requirement;
a request customer requirement reservation and fulfillment operation operable to request reservation and fulfillment for customer requirement;
a request product availability information and provisional reservation of customer requirement operation operable to request product availability information including the creation of a provisional reservation for customer requirement;
a change customer quote based on product available to promise update operation operable to change a customer quote with availability and reservation information based on changes in fulfillment planning; and
a notify of service order credit commitment operation operable to send invoice information necessary to update credit commitment. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer program product encoded on a tangible machine-readable information carrier for implementing a plurality of services, the product comprising computer software operable to implement service operations on a computer system, the service operations comprising:
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a maintain customer invoice request operation operable to create, update, delete or request cancellation of a customer invoice request;
a confirm invoicing operation operable to confirm that customer invoice was created or cancelled to process components which requested invoicing;
a notify of invoice operation operable to inform accounting about outgoing invoices or credit memos;
a notify of invoice cancellation operation operable to inform accounting about cancellation of invoices or credit memos;
a change service confirmation based on customer invoice operation operable to update the service confirmation in order to document the information about issued customer invoices in the service confirmation;
a notify of service confirmation operation operable to notify accounting about the creation, change or deletion of a service confirmation;
a request invoicing operation operable to send a billing due notification to customer invoice processing;
a change service order based on spare part availability update operation operable to update a service order with spare part availability and to update reservation information based on customer requirement fulfillment planning data;
a change service order based on spare part fulfillment confirmation operation operable to update a service order with spare part quantity delivered to customer, or picked up by a service technician;
a notify of customer return operation operable to notify inbound delivery processing about the creation, change or cancellation of a customer return;
a register spare part requirement deletion notification operation operable to register a provisional spare part requirement reservation for deletion and to trigger deletion in case of failure or cancellation of transaction processing;
a notify of service order operation operable to notify accounting about the creation, change, or deletion of a service order;
a cancel sales order operation operable to notify accounting about the cancellation of a sales order;
a change sales order operation operable to change a sales order based on changes in a purchase order from the customer;
a create sales order operation operable to create a sales order based on a new purchase order from the customer;
a change sales order based on customer requirement fulfillment confirmation operation operable to update a sales order with information from fulfillment confirmation;
a change sales order based on product available to promise update operation operable to change a sales order with availability and reservation information based on changes in fulfillment planning;
a confirm customer return operation operable to confirm a customer return to a customer;
a request product valuation operation operable to request the value of a product;
a notify of sales order operation operable to notify accounting about the creation, change, or cancellation of a sales order;
a confirm sales order operation operable to confirm a sales order;
a maintain service request operation operable to create or update a service request with a message received from external requester system;
a change service request based on provider'"'"'s confirmation operation operable to update a service request based on a confirmation message of a service request creation and update progress received from an external provider system;
a request service operation operable to send a service request creation or update to an external provider system;
a notify of service provision operation operable to notify accounting of actual service provided and actual time spent on performing the service;
a notify of service provision cancellation operation operable to notify accounting that a confirmation of a provided service has been cancelled;
a notify of service request operation operable to notify accounting about the creation, change or deletion of a service request;
a confirm service request operation operable to send a creation, update or processing confirmation to an external requester system;
a change customer return based on customer invoice operation operable to send information about invoiced data and values related to items in a current document;
a delivery execution request out operation operable to request a delivery;
a change service request based on customer invoice operation operable to update a service request in order to document the information about issued customer invoices in the service request;
a request customer requirement reservation operation operable to request a reservation for customer requirement;
a request customer requirement reservation and fulfillment operation operable to request reservation and fulfillment for customer requirement;
a request product availability information and provisional reservation of customer requirement operation operable to request product availability information including the creation of a provisional reservation for customer requirement;
a change customer quote based on product available to promise update operation operable to change a customer quote with availability and reservation information based on changes in fulfillment planning; and
a notify of service order credit commitment operation operable to send invoice information necessary to update credit commitment. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A method providing services from a computer system having customer relationship management functionality, the method comprising:
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providing services through the sending of message, the message including;
a notification about a maintain customer invoice request;
a notification to confirm an invoicing operation;
a notification of invoice;
a notification of an invoice cancellation;
a notification to change service confirmation based on a customer invoice;
a notification of service confirmation;
a notification requesting an invoice;
a notification about a change service order based on spare part availability update;
a notification to change service order based on spare part fulfillment confirmation operation;
a notification to maintain a customer invoice request;
a notification to confirm invoicing;
a notification about an invoice;
a notification about an invoice cancellation;
a notification about a change service confirmation based on a customer invoice;
a notification of a service confirmation;
a notification to request invoicing;
a notification to change a service order based on spare part availability;
a notification to confirm a change service order based on spare part fulfillment;
a notification of a customer return;
a notification about a spare part requirement deletion notification;
a notification of a service order;
a notification to cancel a sales order;
a notification to change a sales order;
a notification to a create sales order;
a notification to change a sales order based on customer requirement fulfillment confirmation;
a notification to change a sales order based on product available to promise update;
a notification to confirm a customer return;
a notification to request product valuation;
a notification of a sales order;
a notification to confirm a sales order;
a notification to maintain a service request;
a notification to change a service request based on provider'"'"'s confirmation;
a notification to request a service operation;
a notification of a service provision;
a notification of a service provision cancellation;
a notification of a service request;
a notification to confirm a service request;
a notification to change a customer return based on customer invoice;
a notification about a change service request based on customer invoice.
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Specification