This document provides an overview of SAP's Customer Service (CS) module, which supports service order processing, service contract management, warranty processing, and more. Key areas covered include master data, technical objects, service notification and order processing, service planning, service scenarios, and an information system for notification and breakdown analysis. The CS module integrates with other SAP modules like PM, FI-AA, CO, MM, and SD to manage assets, costs, materials, sales orders, and more over the full service lifecycle.

1. CS – Overview

2. CS – Enterprise Structure

3. 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

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

5. CS – Service Notification Processing

6. CS – Service Order Processing

7. CS – Service Planning
Capacity requirements planning supports
you in the detailed resource planning of
technicians in Customer Service.

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

9. 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

10. 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.

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

12. Depot Repair

13. Service Contract with Periodic Billing

14. Service with Time & Material Based Billing

15. Service with Fixed Price Billing

16. 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.

17. 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