Customer Service (CS)
Overview
Customer Service (CS) in IDES
Introduction
Organization
Characteristic Values and Special Features
Note for IDES Processes in the Customer Service Area
Service Processing
Selling a Serialized Product and Creating an Equipment Master Re
Data Used During This Process
Creating a Sales Order for a Serialized Product
Creating a Delivery
Creating a Billing Document
Checking the Sales Document Flow (Optional)
Creating the Equipment Data
Related IDES Processes
Service Management - Spare Part Delivery
Data Used in This Example
Creating a Service Notification and a Spare Parts Order
Creating a Spare Parts Order
Creating the Billing Document
Performing a Service Order and Billing
Additional Process Information
Data Used During This Process
Creating the Initial Situation
Entering a Problem Notification and Creating a Service Order
Processing a Service Order
Confirming a Service Order
Creating a Billing Request (Resource-Related Billing)
Creating a Billing Document
Settling and Completing the Service Order
Displaying Line Items in Profitability Analysis
Displaying a CS Report in Profitability Analysis
Returns and Repair Processing
Additional Process Information
Data used during this Process
Activating the QM Check
Creating the Service Notification and the Repair request
Posting the Goods Receipt of a Piece of Equipment to be Repaired
Processing the Technical Check
Displaying the Repair Request and the Service Order
Editing the Service Order
Processing and confirming the Service Order
Technically Completing the Service Order
Delivering the Repaired Piece of Equipment
Creating the Billing Request
Invoicing the Repair Request
Settling and Completing the Service Order
Analyzing the Result of the Repair request
Deactivating the QM Check
Creating a Service Order from a Sales Order
Additional Process Information
Data Used During This Process
Entering a Customer Notification and Creating a Service Order
Setting an Service Order to “In Process”
Processing the Service Order
Settling the Service Order
Invoicing the Sales Order
Analyzing the Cost Report in the Sales Order
Settling the Sales Order
Analyzing Line Items in the Financial Statement
Processing Telephone Calls in a Call Center
Data Used During This Process
Preparations: Assigning the CIC Profile
Preparation: Defining the Work Center
Processing a Customer Call (Variant A)
Processing a Customer Call (Variant B)
Service Contracts
Processing Service Contracts with Periodic Billing
Data Used During This Process
Creating and Delivering Sales Orders
Creating the Equipment Master Record
Creating Service Contracts for the Plant Maintenance of Customer
Maintaining Price Agreements in the Service Contract
Service Processing and Resource-Related Billing (optional)
Performing Periodic Billing Document
Settlement of Service Contracts
Creating Service Contracts (Nonconfigurable)
Creating Service Contracts with a Configurable Service Package
Creating Service Contracts with a Preconfigured Service Package
Displaying Line Items in Profitability Analysis
Displaying a CS Report in Profitability Analysis
Service Processing and Resource-Related Billing with a Service C
Data Used During This Process
Creating a Service Order from a Notification
Assigning Components and Releasing a Service Order
Posting Goods Issues for a Service Order
Confirming a Service Order
Creating a Billing Request
Creating a Billing Document from a Billing Request
Settling the Costs of the Service Order to the Service Contract
Spare Parts Delivery with a Service Contract
Additional Process Information
Data Used in This Example
Creating a Service Notification and a Spare Parts Order
Creating a Spare Parts Order
Creating the Billing Document
Controlling
Controlling for Services
Additional Process Information
Data Used During This Process
Displaying a CS Report in Profitability Analysis
Displaying Line Items
Executing an Existing Report in Profitability Analysis and Getti
Additional Process Information
Data Used During This Process
Setting Up Parameters in Your User Profile
Selecting a Report in CO-PA
Drilling Down to the Lowest Level (Including Line Item Detail)
Line Item Analysis (Including Integration with MM and SD)
Report-Report Interface
Displaying Attributes
Hit Lists
Changing the Report Currency
Displaying and Creating Exceptions
Workflow in Customer Service
Workflow - Service Management
Additional Process Information
Data Used in This Process
Logging the Service Notification
Processing and Completing the Service Notification