1. 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.

2. 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

3. 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

4. CS OVERVIEW

5. CS – Enterprise Structure

6. 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

7. CS – Master data & Technical Objects
Functional Location
Equipment
Installed base
Serial Number
Material
Bill Of Material

8. CS – Service Notification Processing
S1 - Problem Notification S2 - Activity report S3 - Service request
Catalogue
Object Part
Cause of damage
Task
Damage / Problem
Activity

9. CS – Service Order Processing
SM01 for Service orders ( with revenues )
SM02 for Service orders ( Without revenues )
SM03 for Repair orders
Order Creation
a. Checking of availability of material and production resources/tools b. Release for implementation c. Printing of shop papers d. Collecting material components Execution a. Repair of the Equipment at customer site / at plant
3. Post processing a. Confirmation ( T code IW41) b. Technical completion c. Settlement of costs d. Business completion
Task list structure
Operation
sub-operation
Components
Tools
Maintenance packages
Activities in Operation
Description of the Work
Work Center carrying out the work
Control key for the fine control
Assembly
Default values / Times
Deadlines
Relationships

10. CS – Service Planning
Capacity requirements planning supports you in the detailed resource planning of technicians in Customer Service.
You can only use this component in connection with the following application components:
Service Orders (CS-SE)
Capacity Requirements Planning (PP-CRP)
Personnel Management (PA)
Time Management (PT
Maintenance Planning consists of -
Maintenance item - A maintenance item describes which preventive maintenance tasks should take place regularly on a technical object or a group of technical objects.
Maintenance Plan - The maintenance plan contains scheduling information from the following sources
Maintenance Strategy - A maintenance strategy defines the rules for the sequence of planned maintenance work
Maintenance cycle - The maintenance cycles and packages contain the time or performance condition when maintenance must be performed
Scheduling parameters - use the scheduling parameters to adapt the scheduling process to meet your individual requirements.
Maintenance Task list - Maintenance task lists describe a sequence of individual maintenance activities which must be performed repeatedly within a company
Maintenance Objects - A list of objects which are assigned to a particular maintenance item.

11. Repair Order Repair order dash board Service Order reference
Service Booking Operation and Component

12. 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

13. 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.

14. CS – Service Scenarios External Procurement Services Depot Repair
Service Contract with Periodic Billing
Service with Time & Material based Billing
Service with Fix Priced Billing

15. Depot Repair

16. Service Contract with Periodic Billing

17. Service with Time & Material Based Billing

18. Service with Fixed Price Billing

19. 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.
Symptoms - Detail information contains basic data and basic classification of a symptom
Symptom Type
Symptom Category
Symptom Code
Symptom Priority
Symptom Catalogue Profile
Symptom Application Area
Symptom Validation Category
Symptom Validation Dates
Symptom Status

20. 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