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CUSTOMER SERVICE MODULE

SAP ECC 6.0 USER MANUAL

SAP CS Module Processes

AMC Contract creation


Transaction Code VA41 User Input Contract Type Sales Org Distribution Channel Division Sales Office Sales Group ZWV1 or ZWV2 or ZWV3 or ZWV5 VSO2 SR SV CHEN S02

Press Enter

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User Input Sold to Party Ship to Party PO No PO Date Material Target Quantity

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Select the Material Line Item. Then go to Extras Technical Objects

Provide all the functional locations that are included in this contract.

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Return Back

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Double Click on the Material Code (in this example - 300017). The following screen opens up.

Go to the Conditions Tab

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Go to the Billing Plan tab.

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Click on the Create Dates button.

Remove the line item billing block. Note the Billing date.

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Go back.

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Save and Note the Document Number.

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AMC Contract Billing


Transaction Code VF04 User Input Billing Date from Billing Type Select from the Contract Billing date FV Order-related

Click on Display Billing List.

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Select the line that corresponds to your contract document number.

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Click on Individual Billing.

Save.

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Go back.

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Trouble Shooting Maintenance


Prerequisites 1. For AMC Customer, the AMC contract should have already been created previously for the WEG for which the maintenance call is raised. 2. For warranty customer, the start and end dates of warranty duration should have been maintained in the Functional Location master data. 3. In all other cases, the WEG would be treated as belonging to a Non-AMC customer.

Transaction Code IW51 User Input Notification Type Z1

Press enter. Create Service Notification Screen opens up.

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User Input Notification Description Functional Location Priority Reported by

The AMC contract is automatically assigned by the system, if it exists. The AMC contract number can be seen against the field Sales Doc. The sold to party details are read from the functional location master data.

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Click on the Additional data 1 tab User Input Long text Initial comments or information, if any

The system displays the warranty information, i.e. the warranty start and end dates.

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Click on the Malfunction, breakdown tab User Input Breakdown Indicator In case of WEG breakdown, if any

The system also displays the Malfunction start date and time. To create the service order directly from within the service notification, click on the Serv.Order button.

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Click OK. You can now see the service order.

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Click on the Operations tab. User input Operation short text Work Unit Verify and change if needed Number of hours of work - estimated HR

Click on the Components tab. User input Component Requirement Quantity Item Category (IC) Storage Location (SLoc) Plant (Plnt) Material Code of the Spare(s) Nos required Stock / Non Stock

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To release the service order, click on the green flag button. Save the service order.

Note the number of the service notification (1000000063) and the service order (4000857).

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Incase of Some External Service

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GOTO ME21N

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MIGO

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Item OK

Check Entries

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Post Document

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Goods Issue to the Service Order


Transaction Code MB11

Click on To Order.

User Input Order Your Order Number

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Save to post the goods movement.

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Confirming the Service Order


Transaction Code IW41 User Input Order Your Order Number

User Input Actual Work Number of Hours

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Save and post the confirmation.

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Billing the Service Order to the customer


Transaction Code DP90 User Input Order Your Order Number

Press Billing request button.

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Remove the Billing block.

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Save the document.

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Creating the billing document Transaction Code VF01

Press Enter.

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Save the document (Document 90000182 has been saved).

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Preventive maintenance planning


General Maintenance Task Lists Transaction Code IA05 User Input Group

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User Input Group Counter Description

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Click on MntPack button

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Assign the relevant maintenance package to each operation. In our case, it will be 180 days cycle so 180 days package.

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For entering operation wise inspection characteristics, select the corresponding operation and click on Insp.Char button.

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Assign the various inspection characteristics to the corresponding operations.

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Maintenance Strategies

Transaction Code IP11

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Scheduling for Maintenance Plans IP10 Schedule IP30 - Deadline Monitoring

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