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SAP Customer Service (CS/SM) - Service Management module

John von Aspen

If you want to expand your SD skill set or learn a little know yet frequently in demand SAP module then this is the place. In this exciting introduction to the SAP Customer service module you will learn all about how service management works in SAP as we cover the four primary real world service scenarios: simple service sale, service contract, in-house repairs and field service. We will review the primary objects in CS including technical objects, Repair orders, Service orders, Notifications, pricing, and resource related billing. Learn from someone who actually implements customer service at client sites every day. Includes links to config guide and relevant SAP help.

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What's inside

Learning objectives

  • How to work with and create repair orders, service orders, service contracts, and notifications
  • Learn the use and functionality of equipment, serialization profiles, functional locations, and task lists
  • Master the business process flows for service contracts, in-house repairs, and field service
  • Recognize the purpose of resource related billing and associated configuration
  • Learn how time and materials are planned and costed on service orders

Syllabus

Introduction

Intro. Also see attached link to SAP Help for CS.

What are Services?
Alphabet Soup
Read more
Scenarios
Types of Billing
Section 1 Quiz
Simple Service
Simple Service Demo
Service Contracts
Service Contract Intro
Service Contract Demo 1
Service Contract Assign Functional Location
Service Contract Functional Location Details
Service Contract Billing
Service Contract Create Service Order
Service Contract Release Service Order
Service Contract Service Order Operations
Working with Planned Costs
Material Components
Create Purchase Requisition
Time and Confirmations
Purchase Order Costs
Completing a Service Order
Service Contract Scenario Summary
In-House Repairs (Depot Repair)
Intro
Add Equipment to Service Order
Return Delivery
Service Order for the Repair
Task Lists
Planned Costs
Fixing Planned Costs
Service Execution
List Reports
Actual Costs
Outbound Delivery
Billing
Behind the scenes - Requirements type and Resource Related Billing
Section 4 Quiz
Field Service
Selling an Installation (and a Laser!)
Create Installation Material
Add Material
Requirements Type options
Config new requirements type and class
New Requirements type
Config default of the requirements type
Review service order for installation
Creating the work center
Creating the task list
Assign task list to service product
Create sales order
Deliver and Bill (and Serial Number too)
Equipment Records
Update Service order
Time Confirmation
Equipment History
Serialization Profile Configuration
Create a Service Notification
Object Info
Create Service Order from Notification
Final quiz
Summary
Additional Resources

Good to know

Know what's good
, what to watch for
, and possible dealbreakers
Explores real-world service scenarios like simple service sales, in-house repairs, and field service, which are highly relevant for SAP customer service roles
Covers primary objects in CS, including technical objects, repair orders, service orders, and notifications, which are essential for effective service management in SAP
Teaches the use and functionality of equipment, serialization profiles, functional locations, and task lists, which are critical for managing service operations within SAP
Requires familiarity with SAP SD, so learners without this background may need to acquire it before taking this course
Reviews resource-related billing and associated configuration, which is essential for accurate cost management and revenue recognition in SAP service processes

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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in SAP Customer Service (CS/SM) - Service Management module with these activities:
Review SD (Sales and Distribution) Module Fundamentals
Reinforce your understanding of the SD module, as some concepts overlap with CS, particularly in sales order creation and billing.
Browse courses on Sales and Distribution
Show steps
  • Review key SD processes like order-to-cash.
  • Study the creation of sales orders and deliveries.
  • Familiarize yourself with billing document types.
Configuring SAP ERP Sales and Distribution
Gain a deeper understanding of the underlying SD configuration that supports the CS module.
View Putting Knowledge to Work on Amazon
Show steps
  • Review the chapters on sales order configuration.
  • Study the sections on pricing and billing configuration.
  • Take notes on relevant configuration settings.
SAP Customer Service
Deepen your understanding of SAP CS concepts and configurations by studying a dedicated book on the subject.
View Putting Knowledge to Work on Amazon
Show steps
  • Read the chapters related to service orders and contracts.
  • Study the configuration sections for resource-related billing.
  • Take notes on key concepts and functionalities.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Practice Creating Service Orders and Notifications
Reinforce your skills by repeatedly creating service orders and notifications in a test environment.
Show steps
  • Create various types of service orders.
  • Generate notifications for different issues.
  • Practice assigning task lists to service orders.
Create a Service Management Process Flow Diagram
Visualize the service management processes learned in the course by creating a process flow diagram.
Show steps
  • Choose a service scenario (e.g., field service).
  • Identify the key steps in the process.
  • Create a diagram using a flowchart tool.
  • Add descriptions to each step.
Configure a Demo SAP CS System
Solidify your knowledge by configuring a demo SAP CS system, implementing the scenarios covered in the course.
Show steps
  • Set up a sandbox SAP environment.
  • Configure technical objects and functional locations.
  • Implement the service contract scenario.
  • Test the in-house repair process.
  • Document your configuration steps.
Develop a Resource-Related Billing Configuration Guide
Create a configuration guide for resource-related billing, a key aspect of service management.
Show steps
  • Research the configuration steps for RRB.
  • Document each step with screenshots and explanations.
  • Organize the guide in a logical manner.
  • Test the guide to ensure accuracy.

Career center

Learners who complete SAP Customer Service (CS/SM) - Service Management module will develop knowledge and skills that may be useful to these careers:
SAP Consultant
An SAP Consultant helps businesses implement and optimize SAP software solutions. This role involves understanding client needs, configuring the system, and providing ongoing support. This course, with its focus on the SAP Customer Service module, directly helps build expertise in a critical area. The course's in-depth exploration of service scenarios like simple service sales, service contracts, in-house repairs, and field service directly mirrors the challenges an SAP consultant will face. Understanding technical objects, repair orders, service orders, and resource-related billing would help a consultant effectively tailor customer service solutions.
See salaries and explore the career path for SAP Consultant
Service Management Analyst
A Service Management Analyst analyzes and improves service delivery processes within an organization. This role requires a strong understanding of service operations, data analysis, and process improvement. This course helps build expertise in the SAP Customer Service module, providing practical knowledge in service management scenarios. The detailed review of service contracts, in-house repairs, and field service, coupled with the understanding of objects like repair orders and service orders, enables an analyst to better understand the nuances of service management in SAP. The course's coverage of time and materials planning, and resource related billing, also contributes to process analysis.
See salaries and explore the career path for Service Management Analyst
SAP Implementation Specialist
An SAP Implementation Specialist focuses on the deployment of SAP solutions, working closely with clients to configure and customize the system. This position requires a practical understanding of SAP modules and the ability to translate business needs into technical configurations. This course, with its real world service scenarios like simple service sale, service contracts, in house repairs, and field service, and review of technical objects, repair orders, service orders, and notifications, directly connects to the day-to-day activities of an implementation specialist. The course's coverage of time and materials planning, and resource related billing, helps an implementation specialist ensure proper system setup.
See salaries and explore the career path for SAP Implementation Specialist
Business Process Analyst
A Business Process Analyst examines and documents organizational processes to identify areas for improvement. This role often includes using information systems like SAP to enhance efficiency. This course, by covering service management flow processes in SAP, would be helpful for an analyst. The course’s detailed look at business processes for service contracts, in-house repairs, and field service, as well as its review of key objects such as service and repair orders, can help a business analyst identify bottlenecks and recommend improvements. An understanding of Resource Related Billing helps analysts understand the cost implications of business processes.
See salaries and explore the career path for Business Process Analyst
SAP Support Specialist
An SAP Support Specialist provides technical assistance to users of SAP software, troubleshooting issues and offering guidance. This role requires a strong understanding of SAP modules and the ability to explain technical concepts to non-technical users. The course, focused on the SAP Customer Service module, helps build relevant skills in a commonly used module. A support specialist can use knowledge of repair orders, service orders, and notifications to address user inquiries. This course's discussion of real-world service scenarios such as simple service sale, service contracts, in-house repairs, and field service would greatly benefit a support specialist.
See salaries and explore the career path for SAP Support Specialist
Project Coordinator
A Project Coordinator assists project managers, ensuring that projects are completed on time and within budget. This position requires strong organizational skills, attention to detail, and knowledge of project management principles. This course's focus on SAP customer service module, and in particular its emphasis on service orders, tasks lists, and resource related billing, introduces concepts that relate to project management. Familiarity with scheduling, cost management, and resource allocation as taught in the course may be useful in project coordination tasks, especially when related to larger technology projects using SAP.
See salaries and explore the career path for Project Coordinator
Customer Service Manager
A Customer Service Manager oversees the daily operations of a customer service department, setting goals and ensuring customer satisfaction. This role requires a strong understanding of customer service processes and the ability to motivate teams. This course, focused on the SAP Customer Service module, may be useful for a customer service manager seeking to understand the technological side of operations within a company using SAP. The course's examination of scenarios like simple service sales, service contracts, in-house repairs, and field service may help a manager optimize workflows and improve service delivery. The course’s description of resource related billing helps understand cost effectiveness.
See salaries and explore the career path for Customer Service Manager
IT Business Analyst
An IT Business Analyst identifies the technology needs of an organization, focusing on how information technology can enhance business processes. This position requires a strong understanding of both business operations and IT systems. This course may be helpful for an IT business analyst, especially if their company uses SAP for its customer service operations. The course’s description of service and repair orders, notifications, and contracts will help bridge the gap between business needs and IT solutions specifically within the realm of customer service. A focus on technical objects such as equipment, functional locations and task lists can add to a business analyst's overall understanding of business operations.
See salaries and explore the career path for IT Business Analyst
Operations Analyst
An Operations Analyst examines and optimizes operational procedures to improve efficiency and productivity. The role includes data analysis, process mapping, and identifying areas for cost reduction. The SAP Customer Service module, discussed in this course, provides experience with the service-related aspects of operations. The course’s examination of business processes in areas like service contracts, in-house repairs, and field service will help an Operations Analyst gain insight into operational workflows. The course’s focus on resource related billing also helps a business analyst understand cost impacts.
See salaries and explore the career path for Operations Analyst
Technical Support Specialist
A Technical Support Specialist provides assistance to users of technical products, troubleshooting issues and offering guidance. This position requires strong technical knowledge and the ability to communicate with non-technical users. This course, focused on the SAP Customer Service module, may be useful if the products this person supports also leverage SAP. The course's description of service orders, repair orders, and notifications can help a technical support specialist address user inquiries and find solutions. The discussion of real world scenarios such as field service, in house repairs, and service contracts would help with troubleshooting workflows.
See salaries and explore the career path for Technical Support Specialist
Supply Chain Analyst
A Supply Chain Analyst manages the flow of goods and materials, optimizing the processes from purchasing to delivery. This position requires analytical skills and an understanding of logistics. Although this course focuses on the SAP Customer Service module, which is not directly a supply chain skill, it can be may be useful for a supply chain analyst since logistics are often tied closely with service contracts. The course's coverage of simple service sales, and in house repairs, can help an analyst understand the connections between these areas of the business. The course’s focus on resource related billing may lead to optimization of costs.
See salaries and explore the career path for Supply Chain Analyst
Sales Operations Analyst
A Sales Operations Analyst supports the sales team by managing processes, analyzing data, and improving sales efficiency. This role requires strong analytical skills and an understanding of sales strategies. While this course does not directly relate to sales, it may be helpful for an analyst if their company uses SAP for its customer service operations. The course’s discussion of service contracts, and the course's focus on pricing and resource related billing, can help a sales analyst make connections between sales and service. The course covers many aspects of service workflows such as repairs, field service, and sales that may be useful for a sales analyst to understand.
See salaries and explore the career path for Sales Operations Analyst
Software Trainer
A Software Trainer teaches people how to use a computer program or system. Trainers help to improve users' skill in the system. This course may be useful for someone who wants to become an SAP trainer. The course introduces the SAP Customer Service module using real-world scenarios, which can help a trainer explain how to use the system to their learners. The SAP help guide also provides a reference point to help with training. The course's emphasis on service orders, repair orders, service contracts and other central components of the customer service module make it useful to a trainer.
See salaries and explore the career path for Software Trainer
Data Analyst
A Data Analyst collects, processes, and interprets data to help organizations make better decisions. Skills essential for this role include statistical analysis, data visualization, and database management. This course might be useful for a Data Analyst who also wants to expand their skillset into the SAP space. The understanding of service management related processes such as service and repair orders, service contracts, and resource related billing may help a data analyst see a larger, more complex picture of the company's operations and how they relate to SAP. The ability to create reports and analyze data on service management related processes is a valuable skill for data analysts.
See salaries and explore the career path for Data Analyst
Technical Writer
A Technical Writer creates documentation like user manuals, guides, and reports. This role requires a strong understanding of technical concepts and the ability to explain them clearly. While this course does not directly address creating documentation, it may be useful for a technical writer because it reviews the SAP Customer Service module in detail, which is a complex system. The course’s overview of repair orders, service orders, and notifications, as well as its overview of real-world service scenarios, may be relevant for documenting user cases for customer service employees using the SAP system.
See salaries and explore the career path for Technical Writer

Reading list

We've selected one books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in SAP Customer Service (CS/SM) - Service Management module.
Cover image
Putting Knowledge to Work
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Provides a comprehensive overview of SAP Customer Service, covering key functionalities and configurations. It serves as a valuable reference for understanding the module's capabilities and how to implement them effectively. It is useful as a reference tool for understanding the intricacies of the SAP CS module. It is commonly used by SAP consultants and professionals working with customer service processes.
Putting Knowledge to Work
Paperback
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Putting Knowledge to Work
Kindle Edition
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Effort
7 total hours
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Udemy
Instructor
John von Aspen
Language
English
Good to know
Explores real-world service scenarios like simple service sales, in-house repairs, and field service, which are highly relevant for SAP customer service roles
Covers primary objects in CS, including technical objects, repair orders, service orders, and notifications, which are essential for effective service management in SAP
Teaches the use and functionality of equipment, serialization profiles, functional locations, and task lists, which are critical for managing service operations within SAP
Requires familiarity with SAP SD, so learners without this background may need to acquire it before taking this course
Reviews resource-related billing and associated configuration, which is essential for accurate cost management and revenue recognition in SAP service processes
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