Select language:

Component documentation Customer Service (CS) 

Purpose

This component supports you when representing, managing and processing all services that you provide to your customers. You can:

  • Structure and manage technical objects for which services should be performed (for example, technical systems, machines)
  • Manage data for warranties and business partners
  • Create service requests
  • Plan and execute requested services
  • Bill the costs that arise as a result of the services being executed
  • Monitor call processing in order to keep to deadlines and agreed response times

Integration

For information on other service-related functions, refer to the following documentation:

  • PM Structuring Technical Systems
  • for information on structuring and managing technical objects
  • FI-AA Asset Accounting - User Guide
  • for information on managing serviceable items as tangible assets
  • MM - Services Management
  • for information on service records
  • PM - Maintenance Notifications
  • for information on maintenance notification functionality
  • PM - Maintenance Orders
  • for information on maintenance order functionality
  • SD - Sales, Sales Order Processing
  • for information on managing and billing sales orders and service contracts.
  • PS - Project System
  • for information on using projects

Features

This function comprises:

  • Structuring and maintenance of the installed base using technical objects
  • Warranties, management
  • Call management, using service notifications, service orders and sales orders
  • Call monitoring with response and service times
  • Link between installed base and business partners

 

Was this page helpful to you?