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SAP Customer Service Overview

The document discusses customer service in SAP, including defining service and the difference between products and services. It outlines the key functions of customer service in SAP such as managing technical service objects, service warranties and costs, and monitoring call times. The document also covers the necessary master data for customer service like customer, material, and equipment master data. Finally, it lists important customer service business processes like depot repair, maintenance, and different models for service billing.

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Kishore Kumar Thamineni
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111 views3 pages

SAP Customer Service Overview

The document discusses customer service in SAP, including defining service and the difference between products and services. It outlines the key functions of customer service in SAP such as managing technical service objects, service warranties and costs, and monitoring call times. The document also covers the necessary master data for customer service like customer, material, and equipment master data. Finally, it lists important customer service business processes like depot repair, maintenance, and different models for service billing.

Uploaded by

Kishore Kumar Thamineni
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd

Introduction

What is service?
What is the difference between product & service?
Importance of customer service?
Customer service in SAP
 Structure and manage technical objects for which services should be
performed
Manage data for warranties
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

Page 1
Master data in customer service

 Customer master
 Material Master
 Functional location
 Installed base
 Serial number
 Equipment master
 Work center
 Cost center
 Activity
 Activity pricing

Page 2
List of business processes'

 1) Depot Repair – Outside warranty


 2) Maintenance and Warranty Processing
 3) Supply Replacement Material
 4) Service Contract with Periodic Billing
 5) Service with Time and Material Based Billing
 6) Service with Fixed Price Billing

Page 3

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