SAP CS INTRODUCTION

• SAP Customer service is a highly integrated process

module which involves a strong integration of SAP
PM,SD,MM,FICO and PS.

• The scenarios supported in this module includes Pre-

sales scenario for services, Sales scenario for
services/spares, Post sales and special scenarios
such as warranty claim processing, Intercompany
scenarios.

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 Service Notification Definition

• Means with which customer notifications are created

and managed in the areas of Plant Maintenance and
Customer Service. The following notification types
are predefined in the standard system:
• Customer notification:
• Informing a customer of a malfunction or damage that
occurs
• Service request :
• Request for service to be performed
• Activity report :
• Documentation of activities that have been performed

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 MAINTENANCE PROCESSES IN CS

• 1. In house repair process

• 2. Repair at site process
• 3. AMC
• 4. Sale of service
• 5. Sale of spare parts

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 CS OVERVIEW
Scope

Enterprise Asset IT Service and Asset

Service Management Spare Parts Management
Management Management

Service Sales and Marketing Service Parts Planning Investment Planning & Design IT Procurement

Service Contract Management Service Parts Procurement Procurement and Construction IT Asset Management

Customer Service and Support Service Parts Warehousing Maintenance & Operation IT Service Management

Installed Base Management Service Parts Fulfillment Decommissioning And Disposal IT Financial Management

Warranty Claim Management Service Parts Transportation Asset Analytics IT Service Analytics

Field Service Service Parts Analytics

Depot Repair

Service Management And Analytics

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CS – Enterprise Structure
Maintenance Plant Planning Plant

Plant Section Planner Group

Functional
Execute Services on Tech. Objects (Task List) Work Center
Location

Equipment

Sub-Equipment

Sub-Assembly

Spares
Integration

•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
•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.
•PS - Project System for information on using projects
CS – Master data & Technical Objects

• Functional Location

• Equipment

• Installed base

• Serial Number

• Material

• Bill Of Material
 CS – Service Notification Processing
Notification

Sales Order Delivery Billing

Customer contacts

Notification Entry Notification processing

Complete Service
Service Order Process Service Order
order

Workstation
CS – Service Order Processing
Service Order

External Service Provider Company Customer

Outsourcing Agreements Service Contracts & Sales Orders

Internal
Service
Service Order

Service Purchase
Service
Orders
Notification

Internal , External Services

Service Purchase
Billing Document
Orders

Cost Revenues

Confirmation
Completion
 CS – Service Planning

Capacity requirements planning

supports you in the detailed resource
planning of technicians in Customer
Service.
Repair Order
Repair order dash board Service Order reference

Service Booking Operation and Component

CS – Service Contract Management

• AMCs: Annual Maintenance Contract once the warranty gets over – Comprehensive
• Non – Comprehensive AMC : Only certain parts are covered under the contract
• Only Parts Covered
• Only Labor Covered
• A fixed # of free PM Services
CS – Warranty Processing

• The warranty check can be performed automatically by the system when processing
customer notifications and billing requests
• The Customer Service component provides the following types of warranty:
• Time-bound warranties
• Counter-dependent warranties
• Warranties that are valid for periods of time and counter intervals.

Types of Warranty
• Warranty & Free Services – Free Services provided against Warranty to Customer.
• After Sales Service – Services provided after the Warranty period is surpassed or
Warranty voids.
• Retro fitment Services – provided for a particular defect in some Lot of vehicles.
• Annual Maintenance Contracts are also created for Corporate Clients with Proper
Servicing Schedules for the technical object.
CS – Service Scenarios

• External Procurement Services

• Depot Repair
• Service Contract with Periodic Billing
• Service with Time & Material based Billing
• Service with Fix Priced Billing
Depot Repair
Service Contract with Periodic Billing
Service with Time & Material Based Billing
Service with Fixed Price Billing
CS – Solution Data Base

• The R/3 Solution Database (SDB) applications offers customer service organizations a
knowledge base component which provides a highly flexible structure to preserve and
acquire knowledge

• SDB enables the following functionality that does not exist in the current R/3’s database
search
• exact search as well as the fuzzy search,
• attribute search (e.g., code group and codes) as well as case-based search,
• free-text descriptions as well as structured knowledge representation,
• flexible information sources including Internet/Intranet access, various file formats and the
business objects defined in R/3.
CS – Information System

• MCIA: Notification analysis

• MCJB: MTBR/MTTR analysis for an Equipment
• MCJC: MTBR/MTTR analysis for a Functional Location
• MCI1 : Object Class Analysis
• MCI2 : Manufacturer Analysis
• MCI3 : Location Analysis
• MCI4 : Planner group Analysis
• MCI5 : Damage Analysis
• MCI6 : Object Statistics
• MCI7 : Breakdown Analysis
• MCI8 : Cost Analysis