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Plant Maintenance Customer Service

What is customer service (CS) module in PM?

by : Andres

Customer Service is linked to Plant Maintenance module of SAP. Technically speaking

SM/CS isn't a module. Primarily it uses parts of the PM and SD modules.

The PM module is used mainly for eqiopment, functional location, order, notifications,
maintenance plans, etc (same as PM).
The SD module is used for billing, contracts, sales orders, etc.

The main interface between the PM and SD module is called Resource Related Billing
(DP80, DP90, etc).

The Customer Service have a lot of process one of them is:

Create the notification IW51 -> create de Service Order -> create Quotation DP80 ->
Modification Service Order IW32 Accept the Quotation once accept the system create
automatic the sales order to copy of quotation -> and billing the sales order VF01.

Other process is:

Create the Notification IW51 -> create de Sales order -> and billing the sales order VF01.

Other Process is:

Create the notification IW51 -> create de Service Order -> create the sales order DP90 ->
and billing the sales order VF01.

Other Process is:

Create a contract type WV VA41 -> create de Service Order -> create the sales order
DP90 -> and billing the sales order or contract VF01.


Create a sales order RA or RAS VA02 -> create de Service Order -> create the sales
order DP90 -> and billing the sales order or contract VF01.

1. Pricing Procedure In SD
Determination of Pricing Procedure :
In SD, Pricing Procedure is determined based on Sales Area (Sales Organization +
Distribution Channel + Division) + Customer Pricing Procedure + Document Pricing
Procedure. Sales Area is determined in Sales Order Header Level. Customer Pricing
Procedure is determined from Customer Master (Sales and Distribution view) .
Document Pricing Procedure is determined from Sales Document Type / Billing Type (if
configured). Once the pricing procedure is determined, Condition records are fetched. If
appropriate condition records are found, the price is determined. If Mandatory pricing
condition is missing, system will through an error message.
Configuration of Pricing Procedure:
In SD, the steps to configure Pricing procedure are as under:
Step 1:
Condition table: If existing condition table meets the requirement, we need not create a
new condition table. Considering the requirement for new condition table, the
configuration will be done in spro as follows: IMG -> Basic Function -> Condition Table
(select the required fields combination, which will store condition record).
Step 2:
Access Sequence: If existing access sequence meets the requirement, we need not
create a new access sequence. Considering the requirement for new sequence, the
configuration will be done in spro as follows: IMG -> Basic Function -> Access Sequence
(Access sequence is made up of Accesses (Tables) & the order of priority in which it is
to be accessed. Here we assign the condition table to access sequence.
Step 3:
Condition Type: If existing condition type meets the requirement, we need not create a
new condition type. Considering the requirement for new condition type, the
configuration will be done in spro as follows: IMG -> Basic Function -> Condition Type. It
is always recommended to copy an existing similar condition type & make the
neccessary changes. Here we assign Access sequence to Condition type.
Step 4:
a. Pricing Procedure: It is recommended to copy a similar pricing procedure & make the
neccesary changes in new pricing procedure. Pricing Procedure is a set of condition
type & arranged in the sequence in which it has to perform the calculation. Considering
the requirement for new Pricing Procedure, the configuration will be done in spro as
follows: IMG -> Basic Function -> Pricing Procedure --> Maintain Pricing Procedure.
b. Pricing Procedure: After maintaining the pricing procedure the next step will be
determination of pricing procedure. Configuration for determining pricing procedure in
SPRO is as follows: IMG -> Basic Function -> Pricing Procedure --> Determine Pricing
5. Condition record: Condition record is a master data, which is required to be
maintained by Core team / person responsible from the client. During new
implementation, the condition records can be uploaded using tools like SCAT, LSMW,
It is assumed that document pricing procedure, customer pricing procedure , ... are in
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2. Account Determination
To resolve the error, you can analyze account determination in the billing document.
Goto T.Code: VF02 & Enter Invoice number
Next (On the top most strip) goto Environment
Next (Select Environment) go to Account determination
Next (In Account Determination) select Revenue Account Determination (first option)
This will list all the condition types in the Billing document & analyze each condition &
check for which G/L accounts is not determined.
Possible errors:
1. VKOA not maintained for required combination
Solution: Maintain the combination in VKOA.
2. Account Assignment of Customer / material not maintained in Customer / Material
Master (If maintained in combination in VKOA).
Option 1 (Standard solution):
step 1: Cancel Billing Document -> Cancel Sales Order
step 2: Maintain Customer master / Material Master correctly.
step 3: Recreate sales Order -> Invoicing.
Option 2:
Force the Account Assignment Group of Customer / Material through Debug in change
mode of Billing document, which will release Billing Document to Accounting.
3. Account Key not maintained in Pricing Procedure:
Impact: This may create accounting document, but if condition type, which are to be
posted to account, but do not have account key maintained in pricing procedure, it will
not be post the relevant condition type to G/L account.
From FI Side, you require to check that all the G/L account has been maintained through
T.Code: FS00. G/L account being Master data has to be created in each client ot
uploaded through LSMW / SCATT / BDC.
In Billing Document in change mode (in the first screen where we enter Billing Document
number), on the top most left hand corner, take a dropdown on Billing Document &
select Release to accounting. Here you can get the under mentioned possible message:
1. G/L account not found
2. Cost Element not maintained for G/L account.
In both the above cases, FI consultant requires to take corrective action.
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3. ASAP Methodology
Five Phases of ASAP methodlogy.
Phase 1: Project Preparation - The purpose of this phase is to provide initial planning
and preparation for your SAP project.
Phase 2: Business Blueprint - The purpose of this phase is to achieve a common
understanding of how the company intends to run its business within the SAP System.
The result is the Business Blueprint, a detailed documentation of the results gathered
during requirements workshops. The Business Blueprint document represents the
business process requirements of the company. It is the agreed statement of how the
company intends to run its business within the SAP System.
Phase 3: Realization - The purpose of this phase is to implement all the business
process requirements based on the Business Blueprint. The system configuration
methodology is provided in two work packages: Baseline (major scope); and Final
configuration (remaining scope).
Phase 4: Final Preparation - The purpose of this phase is to complete the final
preparation (including testing, end user training, system management and cutover
activities) to finalize your readiness to go live. The Final Preparation phase also serves
to resolve all critical open issues. On successful completion of this phase, you are ready
to run your business in your live SAP System.
Phase 5: Go Live & Support - The purpose of this phase is to move from a project-
oriented, pre-production environment to live production operation.
Some additional Infomation on ASAP methodology:
Phase 1 - Project Preparation
Change Charter - Goals and objectives of Organizational Changen Management
Project Plan - This is a first cut focusing on milestones andn Work Packages; details to
Scope - Sets the initial definition of then project; input from sales cycle.
Project Team Organization - Sets the whon of the project: Standards & Procedures -
Sets the why and how of the project.
Phase 2 - Business Blueprint - Requirements reviewed for each SAP Reference
Structure item and defined using CI Templates (in the Q&Adb). Business Blueprint - This
is the output of the Q&Adb and is the key document for Phase 3.
Phase 3 - Realization - Master Lists - Define business scenarios and R/3 transactions to
be realized in the system. BPP - Business Process Procedures representing R/3
transactions; used for unit testing & documentation. Planning - Defines how the
configuration will be done and how it will be tested. Development Programs - Provides
details of the external programming requirements. EU Training Material - End User
training material and process documentation.
Phase 4 - Final Preparation Stress & Volume Tests - Plans for confirming the production
hardware's capabilities
Cutover Plan - The details of how to move to the production environment and go live
Conduct End User Training - Delivery of the necessary levels of R/3 End User training
prior to going live
Phase 5 - Go Live & Support: Ensuring system performance through SAP monitoring
and feedback.
4.Customer Order Process:
A customer inquires about the goods or services it intends to purchase from the
Supplying Company by raising a RFQ (Request for Quotation).On receipt of RFQ the
supplying company submits the quotation. If all the terms and conditions are agreed
upon by both the companies, the ordering company would raise Purchase Order to the
supplying plant based on which a Sales Order is created by the Supplying Plant.
Once the order is ready for delivery, the goods are shipped to the ordering
company(Ship TO Party), and invoice is sent to bill to party.
On receiving of the goods the customer would do the quality check and if found ok
would accept them. The payer would pay the invoiced amount to the supplying
raises a Purchase Order for the goods or services which it intends to purchase from the
Supplying Company. On receipt of the order the Supplying company sends the PO
acknowledgement receipt. Based on the PO the supplying company creates a Sales
5. Rush Order:
In a rush order, the customer picks up the goods immediately, or you deliver them on
the same day as when the order was created. When you save the rush order, a delivery
is automatically created in the standard system. Billing the rush order takes place as
normal, after the delivery.In the standard system, sales document type RO is saved for
rush orders with immediate delivery type LF. Once the goods have been removed from
storage, the goods are picked, and goods issue is posted.
Once the billing documents are created (for example, in collective processing), invoice
papers are printed and sent to the customer.
6. Cash sales:
In cash sales, you can process an order for when the customer orders the goods, picks
them up, and pays for them immediately. The delivery is processed at the same time as
when the order is created and a cash invoice is printed immediately: billing is therefore
related to the order, unlike rush and standard orders. Receivables are not created for the
customer, as they are for rush and standard orders because the amount in the invoice is
immediately posted to a cash account.In the standard system, sales document type BV
(CS) is saved for cash sales with immediate delivery type BV.
When the sales employee creates a cash sale, the system automatically proposes the
current date as the date for delivery and billing. Once the order has been posted, a
delivery with type BV is created immediately in the background and the system prints a
document that is used as an invoice for the customer.
The invoice papers are controlled with output type RD03, contained in the output
determination procedure for order type CS
7. Make-to-order Process
1.Make-to-order production is a process in which a product is individually manufactured
for a particular customer. In contrast to mass production for an unspecified market where
a material is manufactured many times, in make-to-order production a material is
created only once though the same or a similar production process might be repeated at
a later time.
2. You can use make-to-order production: (a) For branches of industry or products
where a small quantity of products with a large number of different characteristics are
manufactured (b) When a product has to be assembled particularly for a sales order.
3. Stock keeping is not usually carried out for products that are made to order. In
companies using make-to-order production, the demand program only determines the
production area, in which various variant types are produced. Depending on how you
track the costs associated with make-to-order production, there are two ways to process
make-to-order items during sales order processing.
(a) Make to order using sales order
(b) Make to order using project system (not relevant for SD application)
4. for make to order production using the sales order, all costs and revenues involved for
an order item are held collectively at that item. A particular rule is used that can be
changed manually to transfer costs to profitability analysis.
5. make to order production is largely a production planning configuration. It is also
controlled by the requirements type, which is determined by three things
the strategy group (MRP 3) in MMR
the MRP group (MRP1) in MMR
the item category and MRP type (MRP 1)
6. Make-to-order production is controlled by the requirements type. The requirements
type is determined on the basis of the MRP group (MRP1) and the strategy group
(MRP3) in the material master record. In addition, a plant must be assigned for make-to-
order items in the sales order.
9. Text Determination
In Sales process (quotation, contracts, sales order for example) , sometimes we need to
maintain instructions or informations about the process, like, terms of payment,
warranties, header notes, delivery instructions, shipping instructions (for example).
In the subsequent documents, like, delivery, billing, these instructions need to copied
from source document, or new texts needed to be determined in the subsequent
Control the changes of these texts, the source of these texts, if the text is
obligatory, these functions are attributes of Text Determination.
The Text determination uses the Condition Technique to find the texts.