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SAP CS (CUSTOMER SERVICE) Course Curricular

Updated: Jan 3, 2023










A. Customer service functional context

o Purpose

o Industry Requirement

o Business Benefits

o Scope

o Main Features

o SAP Service and Asset Management

o Service Management – Functions

o Service parts management

o Enterprise asset management

o IT service and asset management

o Integration

o Installed Base

o Service Agreements

o Service Contracts

o Customer Interaction Center

o Service Notifications

o Call Management

o Budget Planning for Plant Maintenance and Customer Service (MCB)


B. Customer service terminologies

o Maintenance Plants

o Planning Plants

o Functional Location

o Equipment

o Code and code groups

o Maintenance Planner Group.

o Serial Numbers

o Work Centers

o Task Lists

o Partner Functions

o Any other

C. Service roles, responsibilities

o SAP_CS_IB_INSTALLED_BASE_DISPL

o SAP_CS_IB_INSTALLED_BASE_PROC

o SAP_CS_AG_CUST_ORDER_DISPLAY

o SAP_CS_AG_WARRANTIES_DISPLAY

o SAP_CS_AG_WARRANTIES_PROCESS

o SAP_CS_CI_AGENT

o SAP_CS_CI_ADMIN

o SAP_CS_CI_INFOSYSTEM

o SAP_CS_SE_DISPLAY_NOTIF_ORDERS

o SAP_CS_SE_PROCESS_NOTIF_ORDERS

o SAP_CS_CM_SOL_DATA_BASE_PROC

o SAP_CS_AG_CUST_ORDER_PROCESS

o SAP_CS_AG_CUST_ORDER_COMPLETE

D. Transaction codes and their functions

o Customer Service

o Customer Interaction

o Installed Base Management

o SAP Service Processing

E. Customer service process flows

o Sales, delivery

o Customer service

o Plant maintenance

F. Cross Module Integration

o Integration with other SAP modules (SD – MM – PM – PS – QM – FICO)

o Plant maintenance flow

o Sales flow

o Customer service flow

G. Enterprise structure

o Company Code

o Plant

o Maintenance plant (Plant Section, Functional Loc., Equipment, Sub Equip, Sub Assembly, Spares)

o Planning plant (Planner group, Work centers)

o Sales Area

o Purchase Organization

H. Master data

o Functional Location Master

o Equipment Master

o Customer Master

o Material Master

o Service Master

o Condition Master

o Cost Center

o Activity

o Activity Pricing

I. Technical Objects

o Functional locations (IL01)

o Equipment (IE01)

o Work centers (IR01)

o Task List (IA01, IA05)

o Installed base (IB51)

o Serial Number (IQ01)

o Bill of Material (IB01, IB11, CS01)

o Measuring points & counters ((IK01)

o Measuring documents (IK11)

o Warranties (BGM1)

J. Scenarios execution review

o Service Notifications

o Service order processing

o Service planning

o Service contract management & scenarios

o Service management (Warranty, Overhauling)

o Warranty processing

o Service billing scenarios

o Service scenarios

K. Configurations

o Module wise configuration review

o Customer Service

o Plant Maintenance

o Sales & Distribution

o Materials Management

o Quality Management

o Project System

o Finance and Controlling

L. Scenarios execution

o Returns & Repairs

o Onsite Repairs

o External Processing

o Annual Maintenance Contract (AMC)

M. Standard reports, lists the execution

REPORTS

o MCIA: Notification analysis

o MCJB: MTBR/MTTR analysis for an Equipment

o MCJC: MTBR/MTTR analysis for a Functional Location

o MCI1: Object Class Analysis

o MCI2: Manufacturer Analysis

o MCI3: Location Analysis

o MCI4: Planner group Analysis

o MCI5: Damage Analysis

o MCI6: Object Statistics

o MCI7: Breakdown Analysis

o MCI8: Cost Analysis

LIST

o IE05/ IH08/ IE07 / IH03: Equipment List – Change / Display / Multi-level display / Structural Display

o IL05/ IH06/ IL07 / IH01: Functional Location List – Change / Display / Multi-level display / Structural Display

o IH09: Material List - Display

o IQ08 / IQ09: Serial Number list – Change / Display

o IW72 / IW73 / IW40: Service Order List – Change / Display / Multi-level Display

o IW58 / IW59: Service Notification List – Change / Display


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