Purpose

Customer Service enables you to plan and manage a wide range of service scenarios. It includes functions for processing:

Customer Service (CS) draws on functionality from different SAP application components, in particular Plant Maintenance (PM) and Sales and Distribution (SD). For example, CS involves the planning and processing of external services, such as contracts for the maintenance and repair of equipment that a customer has either bought or rented. Maintenance planning and servicing is managed in PM; in SD you can create and maintain the relevant service contracts. Contract-related charges that are incurred in PM are passed on in the form of requests for billing in SD.

In Returns and Repairs Processing , you will find a diagram showing the typical events in the day-to-day world of customer service. It also illustrates the interplay within Customer Service of SD and PM functions.

In the following sections, you will find information on the Customer Service functions in Sales and Distribution.

For information on the Customer Service functions in Plant Maintenance see Customer Service (CS) under  Logistics CS Customer Service.