Customer Service

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com/in/srinivasan-s-420221253/
CUSTOMER SERVICE
MODULE
SAP ECC 6.0

USER MANUAL
https://www.linkedin.com/in/srinivasan-s-420221253/ 1
SAP CS Module Processes
AMC Contract creation
Transaction Code – VA41
User Input –
Contract Type ZWV1 or ZWV2 or ZWV3 or ZWV5

Sales Org VSO2
Distribution Channel SR
Division SV
Sales Office CHEN
Sales Group S02
Press Enter
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User Input –
Sold to Party
Ship to Party
PO No
PO Date
Material
Target Quantity
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Select the Material Line Item.
Then go to Extras – Technical Objects
Provide all the functional locations that are included in this contract.
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Return Back
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Double Click on the Material Code (in this example - 300017). The following screen opens up.
Go to the Conditions Tab
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Go to the Billing Plan tab.
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Click on the Create Dates button.
Remove the line item billing block.

Note the Billing date.
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Go back.
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Save and Note the Document Number.
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AMC Contract Billing
Transaction Code – VF04
User Input –
Billing Date from from the Contract – Billing date

Billing Type FV
Select Order-related
Click on Display Billing List.
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Select the line that corresponds to your contract document number.
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Click on Individual Billing.
Save.
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Go back.
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Trouble Shooting Maintenance
Prerequisites
1. For AMC Customer, the AMC contract should have already been created previously
for the WEG for which the maintenance call is raised.
2. For warranty customer, the start and end dates of warranty duration should have
been maintained in the Functional Location master data.
3. In all other cases, the WEG would be treated as belonging to a Non-AMC customer.
Transaction Code – IW51
User Input –
Notification Type Z1
Press enter. Create Service Notification Screen opens up.
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User Input –
Notification Description
Functional Location
Priority
Reported by
The AMC contract is automatically assigned by the system, if it exists. The AMC contract
number can be seen against the field Sales Doc.
The sold to party details are read from the functional location master data.
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Click on the Additional data 1 tab
User Input –
Long text Initial comments or information, if any
The system displays the warranty information, i.e. – the warranty start and end dates.
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Click on the Malfunction, breakdown tab
User Input –
Breakdown Indicator In case of WEG breakdown, if any
The system also displays the Malfunction start date and time.
To create the service order directly from within the service notification, click on the
Serv.Order button.
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Click OK. You can now see the service order.
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Click on the Operations tab.
User input –
Operation short text Verify and change if needed

Work Number of hours of work - estimated
Unit HR
Click on the Components tab.
User input –
Component Material Code of the Spare(s)

Requirement Quantity Nos required
Item Category (IC) Stock / Non Stock
Storage Location (SLoc)
Plant (Plnt)
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To release the service order, click on the green flag button.
Save the service order.
Note the number of the service notification (1000000063) and the service order (4000857).
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Incase of Some External Service –
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GOTO ME21N
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MIGO
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Item OK
Check Entries
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Post Document
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Goods Issue to the Service Order
Transaction Code – MB11
Click on To Order.
User Input –
Order Your Order Number
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Save to post the goods movement.
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Confirming the Service Order
Transaction Code – IW41
User Input –
User Input –
Actual Work Number of Hours
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Save and post the confirmation.
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Billing the Service Order to the customer
Transaction Code – DP90
User Input –
Press Billing request button.
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Remove the Billing block.
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Save the document.
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Creating the billing document
Transaction Code – VF01
Press Enter.
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Save the document (Document 90000182 has been saved).
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Preventive maintenance planning
General Maintenance Task Lists
Transaction Code – IA05
User Input –
Group
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User Input –
Group Counter Description
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Click on MntPack button
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Assign the relevant maintenance package to each operation.
In our case, it will be 180 days cycle – so 180 days package.
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For entering operation wise inspection characteristics, select the corresponding operation and
click on Insp.Char button.
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Assign the various inspection characteristics to the corresponding operations.
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Maintenance Strategies
Transaction Code – IP11
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Scheduling for Maintenance Plans
IP10 – Schedule
IP30 - Deadline Monitoring
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Customer Service

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SAP ECC 6.0

AMC Contract creation

Transaction Code – VA41

Contract Type ZWV1 or ZWV2 or ZWV3 or ZWV5

Select the Material Line Item.

Then go to Extras – Technical Objects

Go to the Conditions Tab

Go to the Billing Plan tab.

Click on the Create Dates button.

Remove the line item billing block.

Save and Note the Document Number.

AMC Contract Billing

Transaction Code – VF04

Billing Date from from the Contract – Billing date

Click on Display Billing List.

Select the line that corresponds to your contract document number.

Click on Individual Billing.

Trouble Shooting Maintenance

Transaction Code – IW51

Press enter. Create Service Notification Screen opens up.

Click on the Additional data 1 tab

Long text Initial comments or information, if any

Click on the Malfunction, breakdown tab

Breakdown Indicator In case of WEG breakdown, if any

Click OK. You can now see the service order.

Click on the Operations tab.

Operation short text Verify and change if needed

Click on the Components tab.

Component Material Code of the Spare(s)

To release the service order, click on the green flag button.

Save the service order.

Incase of Some External Service –

Goods Issue to the Service Order

Transaction Code – MB11

Order Your Order Number

Save to post the goods movement.

Confirming the Service Order

Transaction Code – IW41

Order Your Order Number

Actual Work Number of Hours

Save and post the confirmation.

Billing the Service Order to the customer

Transaction Code – DP90

Order Your Order Number

Press Billing request button.

Remove the Billing block.

Save the document.

Creating the billing document

Transaction Code – VF01

Save the document (Document 90000182 has been saved).

Preventive maintenance planning

General Maintenance Task Lists

Transaction Code – IA05

Group Counter Description

Click on MntPack button

Assign the relevant maintenance package to each operation.

In our case, it will be 180 days cycle – so 180 days package.

Assign the various inspection characteristics to the corresponding operations.

Transaction Code – IP11

Scheduling for Maintenance Plans

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