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
