Service Management in SAP with Customer Service Module(CS)

In this blog post, I would like to share my views on Service Management in SAP with
Customer Service Module which is completely different from the CRM-Service
Management/Customer Management.

The term Service Management is little bit tricky in SAP, as there are lot of
similarities between Plant Maintenance and Service Management in SAP. The reason
for this is both SM and PM shares same configuration nodes, Master data and
Transactions with some difference. I would like to discuss about the service
management which is integrated with Sales and Distribution Module. The Customer
Service Module is a sub-branch of SD module for service management which is
tightly integrated with various modules like SD/MM/PM/FI/CO/HR/QM/PP in SAP.

I had gone through the various blogs on service management from an outbound
logistics consultant perspective, but none gives me the overall scope of the
customer service module, all blogs give information on returns & repairs with gaps
or it is directing me towards PM area. Here I would like to list out all processes in the
customer service module.

Customer Service Module with in SAP Core ERP enables to manage a wide range of
service scenarios starting from pre-sales, sales and post-sales.

Master Data in CS:

1. Customer Master (Business Partner)

2. Material Master
3. Condition Master (prices, surcharges, Taxes etc.)
4. Equipment Master: Material No. + Serial No. + Warranty
5. Serial Number: Unique number or I.D given to a product
6. Warranty Master
7. Installed Base: Represents customer
8. Functional Location: Represents the location where machine is installed
9. Work Center : Represents Department in the company
10.Cost Center : Represents Technician or Mechanic
11.Activity : Activity represents the work or repair or service which is done by
the cost center.
12.Activity Pricing: Activity Pricing is the pricing/cost/charge of the service done
by the cost center.
Customer Service Module includes functions for Processing:

1. Service Notifications:

Service Notification is a document created for capturing complaint from the

customer.

2. Warranties:

Warranty is a promise given for a product during the sales in terms of usage life
which holds guarantee(Repair or Replace a defective product or its parts) .

3. Service orders:

The details of actual service tasks with work center, cost center, activities,
technician, inspections, planned duration and components etc. are captured in the
service order

4. Service Contracts:

Service contracts are used to record the details of the service package that one
have agreed to provide a service recipient with over a specific period of time.( E.g.
The routine service tasks which are to be performed on a piece of machinery that
has been sold or rented to a customer(Rental contract-MV/Maintenance contract-
WV)
 Service Contract with Periodic Billing
 Service with Time and Material based Billing
 Service with Fixed Billing

5. Service quotations:

Service quotations are used to record the terms and conditions under which one
offer a particular service to a customer.

6. Repair orders:
Repair orders provides you with a wide range of functions for managing all the
necessary activities which repairing goods for a customer entails, from registering
the repair request from the customer through to billing the customer for the
services performed.
 Repair Process
 Maintenance & Warranty Processing
 Supply Replacement Material

Key Points:

 Resource-related billing is used to bill service activities and costs that are not
covered directly by the service fee for the contract.
 Resource-related service quotation is created with reference to service order,
Debit memo request and Credit memo requests are created with reference to
service order or Sales document i.e e.g. Sales Contract.
 The plan service activities more accurately and to be able to influence costs
are forwarded to billing from service order via resource related billing with the
help of DIP Profile (Dynamic item processor profile)
 The operations costs or other costs in the service order will be transferred to
the SD Sales documents into “EK01” Condition Value.
 Resource-related billing is not always mandatory to be used, need and usage
of it depends upon the scenario or requirement from the business.
 Billing plan functionalities are used in SD Contracts.
Elaboration of Various Types of Repair Scenarios under service
management in CS: As there are various blogs on repair process with steps, I am
not detailing much with the screen shots of the process steps. The below mentioned
pictorial diagrams illustrates the process flow.
Note:

Serviceable Material: Represents the goods to be repaired in repairing

processing.

Service Product: Material that represents the Customer’s repair request. The
service product is represented in the system by a material master record.

Repair Order Types in SAP CS/SD:

Depending on how repairs processing is performed by the business, you can choose
between one of the following repair order types in the standard system:

RAS - Repair order with service product:

You use this type of repair order if you want to specify the repairs to be performed
at the time of order entry. A repair order of the type RAS is incomplete until a
service product is entered. You can:

 Enter the service product directly in the Material field in the repair order.
 Use the material determination function to find suitable service products via
the material number of the serviceable material.

When you enter the service product and serviceable material in the repair request
item, the system creates a return order item automatically for the serviceable
material. The repair procedure controls this.

RA - Repair order:
You use this type of repair order if you perform repairs according to the results of
the technical check. You do not have to enter a service product at the order entry
stage. After the technical check has determined what repairs need to be performed
on the serviceable material, you can:

 Enter the appropriate service product on the repair screen of the repair order
 Use the material determination function to find suitable service products via
the material number of the serviceable material.
 You must enter a service product in the RA repair order before the
service technician can begin the repairs.

Scenario 1 Returns & Repairs:

 The business process starts with a customer reporting a problem. A service

executive creates a service notification in the system.
 The service executive carries out a warranty check based on serial number
& material on the service notification and enters customer details.
 The service executive informs the customer about the expected date of
repair completion. A repair order is then created from the service
notification so that the entire repair process can be controlled and settled. In
the repair order, the defective / damaged product is automatically assigned
by the returns items.
 A service order is automatically generated using an item proposal to enable
the repairs to be carried out. Once the repairs have been carried out, the
costs are confirmed to the service order.
 The repaired product is delivered to the customer and the final repair
status can be displayed.
 The service center creates a billing request. This appears in the repair order
as an additional item and is not a separate document (unlike the billing
request in the on-site service process). The repair order can now be billed.
 The costs resulting from the service order are settled to the repair order.

Scenario 2 Onsite Repairs:

 The business process starts with a customer reporting a problem with a

Product. A service executive creates a service notification in the system.
  The service executive processes the service notification and sets its status to
"in process". The service executive then calls a technician and assigns
him/her to the relevant service order.
 Subsequently, a service order is created from the extended notification, and
the activities required and times for the service to be carried out on-site are
planned.
 The technician carries out the repairs at the customer's site and confirms the
spare par ts and services used by issuing an overall completion
confirmation.
 A billing request is created.
 The service executive checks the service order and technically completes

Scenario 3 External Processing:

 The business process starts with a customer reporting a problem. A service

executive creates a service notification in the system.
 The service executive carries out a warranty check on the service
notification and enters customer details.
 The service executive informs the customer about the expected date of
repair completion. A repair order is then created from the service
notification so that the entire repair process can be controlled and settled. In
the repair order, the defective / damaged mobile is automatically assigned by
the returns items.
 A service order is automatically generated using an item proposal to enable
the repairs to be carried out. Once the repairs have been carried out, the
costs are confirmed to the service order.
 The services or components are procured externally with purchase order and
Goods receipt/Invoice verification is done with reference to P.O
 The repaired mobile is delivered to the customer and the final repair
status can be displayed.
 The service center creates a billing request. This appears in the repair order
as an additional item and is not a separate document (unlike the billing
request in the on-site service process). The repair order can now be billed.
 The costs resulting from the service order are settled to the repair order.
Scenario 4 AMC:

 The business process starts with a customer requesting to sign a contract. A

sales service executive creates a Contract in the system.
 The sales executive enters all the information relevant for creating a contract,
save the document for billing purpose.
 Subsequently, sales executive create an Invoice with reference to the
contract number.

SAP Customer Service (CS) Tcodes

Tcod Modu
Description
e le

Display Serviceable Item

IW75 CS
Contract

Change Contract for

IW74 CS
Serviceable Item

IW73 Display Service Order CS

IW72 Change Service Order CS

IW56 Create service request CS

IW55 Create Activity Report CS

IL20 Change Functional Location CS

IH11 Display Functional Location CS

IH10 Display Equipment CS

IE06 Change Equipment CS

Show More CS Transaction Codes

Customer Service (CS) Sub-Module Wise Tcodes
 Customer Service
  Installed Base Management
 Customer Interaction
 Service Processing
SAP Installed Base Management Tcodes

Tcod Modu
Description
e le

COIB As-Built for Serialized Material CS-IB

Create Installed Base with

IB61 CS-IB
Reference

IH20 Where-Used List Time CS-IB

IH22 Where-Used List Time Interval CS-IB

OIIB CS-IB

SAP Customer Interaction Tcodes

Tcod Modu
Description
e le

CIC0 Customer Interaction Center CS-CI

CIC1 Scripting: Assign Texts CS-CI

CIC2 Scripting: Variable Maintenance CS-CI

CIC3 Sales Summary CS-CI

CIC4 Archiving Logging CS-CI

CIC5 Archiving Infostore CS-CI

CIC9 Maintain scripts CS-CI

CICC Maintain CIC Framework ID CS-CI

 Assign Components to
CICD CS-CI
Framework ID

Assignment of Visible
CICE CS-CI
Components

CICF CIC Component Definition CS-CI

SAP Service Processing Tcodes

Tcod Modu
Description
e le

OISC Generation of PM Orders CS-SE

Generation of PM Orders from

OISD CS-SE
SD

OISE SD Service Processing Active? CS-SE

Generation of Orders from the

OISF CS-SE
WP

Number range maintenance:

OISN CS-SE
IRESTO