Introduction to CS

CS Functions & Components

Main Business Scenario in
Customer Service
Integration with Customer Service
with Other Modules

Contents

Customer Service
Enterprise Structure
Master Data & Technical Objects
Service Notification
Service Orders with Warranty & Without Warranty
Repair Order Process
Resource Related Billing

Customer
Service
Customer service supports you when representing,
managing and processing all services after sales that you
provide to your customers.
Structure and manage technical objects for which services
should be performed (for example, technical systems,
machines)
Manage data for warranties and business partners
Create service requests
Plan and execute requested services
Bill the costs that arise as a result of the services being
executed
Monitor call processing in order to keep to deadlines and
agreed response times

Customer
Service
Customer service supports you when representing,
managing and processing all services after sales that you
provide to your customers.
Structure and manage technical objects for which services
should be performed (for example, technical systems,
machines)
Manage data for warranties and business partners
Create service requests
Plan and execute requested services
Bill the costs that arise as a result of the services being
executed
Monitor call processing in order to keep to deadlines and
agreed response times

CS Enterprise Structure

Service Categories

Service categories are distinguished

based on
who provides the service
i.e. service Providers
(internal or external companies)
who receives the service
i.e. Service recipients
(Company itself or another
company)
Customer Service deals with company
providing service to external customer

Integration with other

Modules
PM - Structuring Technical Systems for information on structuring
and managing technical objects information on maintenance
notification and maintenance order functionality.
FI-AA - Asset Accounting - managing serviceable items as
tangible assets
CO Cost element as cost collector. It can be used to distinguish
Planned & Actual Material Costs & Service Costs to get exact
Profitability.
MM - Services Management for information on service records It
uses the Plant & Storage location Functionality for keeping Exact
stocks of the Spares & Accessories. It also uses Purchase
functionality to Buy Materials from manufacturer
PS - Project System for information on using projects

Integration with
SD

SD - Sales, Sales Order Processing for information on

managing and billing sales orders and service contracts. It
uses the Customer Master Data for the Customer Billing. It
uses the Pricing Condition for the Sale of Accessories &
Services.
Integrates with SD module in below mentioned Process
Repair Order Process
Resource Related Billing
Service Contract Process

Functions of Customer Service

Technical Serviceable items representing

technical system and equipment installed
at customer site
Service Processing
Service notifications :
Preparing, executing and monitoring service tasks without recording
of costs and billing
Service orders:
Preparing, executing and monitoring service tasks without recording
of costs and billing
Sale order for delivery of goods and return processing.
Billing for the creation of invoice.

CS Master data
CUSTOMER (XD01/VD01) [Created By SD-----Used By CS]
Material Master (MM01) [Created By MM---Used By CS]
Installed Base(IB51/IB52/IB53) [Created By CS-----Used By CS]
Function Location (IL01/IL02/IL03) [Created By CS-----Used By CS]
Equipment (IE01/IE02/IE03) [Created By CS-----Used By CS]
Serial Number (IQ01/IQO2/IQO3) [Created By CS-----Used By CS]
Work Center (IR01/IR02/IR03) [Created By PP-----Used By CS]
Cost Center (KS01/KS02/KS03) [Created By FI------Used By CS]
Activity (KL01/KL02/KL03)

[Created By PP-----Used By CS]

Activity Pricing (KP26)) [Created By FI------Used By CS]

CS Technical Objects

CS Technical Objects

Functional Locations are elements in a Technical structure and represent

the areas of a system at which objects are installed. You can subdivide
technical structures according to functional, processoriented or spatial
criteria.

Equipment's are individual objects that are to be regarded as autonomous

units.

Serial number are given to the materials in order to differentiate them from
other items. Inventory Management can be carried out for serial numbers.

Assemblies are used to structure functional locations and pieces of

equipment's in more detail. These are considered as Bill of Material (BOM)
item not as individual items.

Functional Locations, Equipment's and serial numbers can be used as

reference objects for service notification and service orders. Assemblies can
be used in relation with Equipment or Functional Location

Object
Hierarchies

Processing of Services

Service notification

Service Notification is a document created for capturing complaint

from the customer. In the service notification we can capture the
details like customer, Serial Number description of the complaints,
reason for error (may or may not known by the customer) etc.

CS Service Notification Processing

Customer contacts

Notification

Workstation

Notification Entry

Sales Order

Delivery

Billing

Service Order

Process Service Order

Complete Service
order

Notification processing

Service Order

Structure of Service

Order

Structure of Service Order

Order header includes description (short and long text), status
information, customer and address data, service data (for example,
service product).
The header data also includes cost and revenue data, partner data
and the object list.
It consists of one or more operations
Components can be assigned to each operation.
These are stock or non-stock materials that are required to execute
the work.
Production resources or tools that are required for the work to be
executed are also assigned to the operation
In the partner overview, you can maintain additional internal and
external partners (for example, reponsible employees) for the order
If the order has several reference objects, these are entered in the
object list.

Process Flow of Service Order

CS Service Order Processing

Service Scenarios

Returns and Repairs Processing

(CS)

Returns and repairs processing

provides you with a wide range of
functions for managing all the
necessary activities which
repairing goods for a customer
entails, from registering the
repair request from the customer
through to billing the customer
for the services performed.

Sales document for recording all

the business processes that are
involved in processing faulty
goods that a customer sends in
for repair

In House Repair

In House Repair
Create Service Notification in IW51
Create Repair Order through Service Notification to receive
defective Material from Customer
Create Service Order from Repair Order to capture Service / Repair
Costs
Create Quotation with reference to Service Order
Quotation Acceptance
Start Processing the Repair Order
Carry Out Shipment of the Repaired Material.
Update the actual Work Performed and Confirm the Service Order
Carry out TECO of Service Order
Create Billing request for the Material Services
Create Final Invoice from Billing Request

Repair At Site

Repair Request (from customer)

Repair Order (Based on repair Request)
Create Service Notification in IW51
Create Service Order through Service Notification and add
Components and Operations to Service Order\
Create Quotation with reference to Service Order
Quotation Acceptance
Start Processing the Repair Order
Ship the material to Customer using Advance Shipment Option
Carry Out Confirmation Of Services Provided by Technician at Site
Debit Memo Request to Customer.
Create Final Invoice with Reference to Debit Memo Request

Third Part Repair

Third Party Repair

Create Service Notification in IW51
Create Repair Order through Service Notification to receive defective
Material from Customer
Create Service Order from Repair Order to capture Service / Repair
Costs
In the Service Order use Control Key SM03 which will create a PR to
Vendor
Create Purchase Order for the Purchase Requisition generated in
background.
Send the Material to the Vendor using Subcontracting / Return to
Vendor process.
On Repair, receive the Material to stock
Issue the Material to Service Order
Outbound Delivery for Repair Order
Create Billing request for the Material Supplied
Create Final Invoice from Billing Request

Annual Maintenance Contract

Annual Maintenance Contract

Create a Service Material for AMC

Create a Service Contract with the service Material as a line item and
maintain the Contract Start and end Dates
Attach the Customer Equipment to the Service Material Line Item
Create Task List
Create Maintenance Plan in IP50 with reference to Contract
Maintain the Maintenance Plan Category as Service Order
Carry out scheduling to trigger Service Orders in Background
Get Service Order details from Scheduling Overview List
Add Components & Operations in IW32
Confirm the Operations in IW41

Annual Maintenance Contract

Resource Related Billing

Resource Related Billing

Resource Related Billing

During billing, the system generates dynamic items from the
information about the expenses involved (for example, costs
for material and personnel)
There are two summarization levels:

First level: The system summarizes the data records

for the overview screen of the dynamic items
Second level: The system generates a billing request
using the data from the dynamic items.
Summarization depends on the settings in the
dynamic item processor profile
The billing request is a special form of sales order and forms
the basis of the billing document.
Each item in the billing request has a material number that is
determined by a material determination procedure defined
using the dynamic item processor profile