Customer Service Processing | SAP SD PDF manual tutorial


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 s 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. Contractrelated charges that are incurred in PM are passed on in the form of requests for billing in SD.

Contents
Customer Service Processing (SD-SLS-OA)……………………………………………………… 6
Service Contracts………………………………………………7
Service Contract………………………………………………..8
Service Contract Type……………………………………10
Service Contract Profile ………………………………….11
Service Contract Items…………………………………..12
Creation of Master Data for Service Contract Items…………..……………………………………………………13
Service Contract Creation……………………………….15
Creating a Service Contract………………………..16
Maintenance of Contract Data …………………………18
Contract Validity Period ……………………………..20
Indirect Date Determination for Service Contracts ………………………………………………………………….21
Pricing in Service Contracts …………………………….24
Standard Pricing in Service Contracts ………….25
Price Agreements in Service Contracts ………..26
Creating Price Agreements in a Service Contract………………………………………………………………27
Billing Service Contract Items ………………………….28
Resource-Related Billing of Service Contracts30
Using the Accounting Indicator in SD …………..31
Follow-up Action Processing for Service Contracts……………………………………………………………………..32
Processing Follow-Up Actions for Service Contracts ………………………………………………………………33
Cancellation Data in Service Contracts …………….35
Cancelling a Service Contract……………………..36
Service Quotation…………………………………………….37
Service Quotation in Sales and Distribution ………38
Service Quotation in Customer Service……………..39
Creating a Quotation (CS)……………………………….40
Billing Control in Service Quotations ………………..42
Returns and Repairs Processing (CS) ……………….43
Repair Order…………………………………………………….47
Serviceable Material………………………………………49
Service Product…………………………………………….50
Actions for Managing Repairs Processing…………51
Repair Procedure……………………………………..53
Material Determination in the Repair Order ……….55
Statuses in the Repair Order……………………………56
Serial Number Handling in Repairs Processing….58
Worklists in Repairs Processing ……………………….59
Pricing and Billing the Repair Order ………………….60
Resource-Related Billing for the Repair Order …..61
Fixed Rate Billing for the Repair Order ……………..63
Creating a Repair Order with a Service Product…66
Creating a Repair Order without a Service Product …………………………………………………………………….68
Posting Goods Receipt for Serviceable Materials 70

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