SAP Customer Service Training Overview

this conference will now be recorded okay so my main motor I'll tell you from this training first thing I don't want any job things and this which already i hear i should have a knowledge about the cs module so i should play a role in my next organization which they were worried from me yeah yeah so what I understood is I mean you have very vast experience again auto industry and what in IT department Dave and usually deal with the dealer side part okay like setting of the DMS and also I mean you know how create also details in SA P so so basically use SP wide Oh mostly ASAP screens you work for creating mastered it does and doing certain transactions right that's for my understanding right so so do you have a few a basic knowledge I mean you you I'm sure I mean you you'll be knowing the sales process all those things right so from my point of view or from the CS side okay I think I mean you can easily can grasp the concepts and even how to do the customizations of all those things okay before going further I just want to check with Naveen I mean can I start can you can you give me a minute to Vinnie so that I would check with nevi yeah please please just give him a ring you you you you yeah and what will I do is okay I just breathe down what all the things I mean we are going to see in CS and then and explain I mean in class what are the things what are the advantages you get so I will share my screen okay and we will go one by one yeah probably before that can you brief of something about you yeah I'll aldehyde because I thought having this one more candidates about to join so I was waiting for so I think okay okay that's why I'm sorry for it so my name is Kareem and I have experience in a city for more than you know 40 years and I work in different in our models starting from SD CRM CS in marketing site so at my available free times I used to take online okay trainings and this is about myself and how take ridings in all these models okay mostly in SDC are mcs now I'll just jump to the AC PCH back okay so customer service is one of the model in a sippy and what is the main thing to be considered in this model is this model cannot be processed with the whole process cannot be achieved without the help of other models you may see other models there are certain models like sa PSD okay will help us likewise SLP mmm material management likewise SAT your freelance ex a PPP production planning so all these models all required okay when you are running this seus process so that's why the class first thing is what we study is integration so basically integration with other models we see okay so when I say integration it is not about the system integration it's not about the middle aggression of the connection of these things be it is about what all the things which is required for running a CPCs process from the other models when you see other models like SD mmpp so we'll be having a touch upon other models also what other things we are using then we'll study about the CS it's will be the first thing follow to this we will create certain master data okay of course I mean you said that customer motion today is one master data yes so basically customer motion where comes from the SDC okay so likewise we have material master data which comes from the mmm site like way so we have other things like work center cost center ok activity pricing so these Sol's comes from different monasteries for example what Center comes from the production planning likewise cost under comes from the finance okay actually pricing comes from the plans okay apart from this master data's in CS we maintain certain mass editors so those are these things serial number okay how how they set the serial number for each material so that whenever whenever it comes for repair okay how we manage using the serial number and what is the customizing behind it okay so all the settings will see like this equipment number okay each material what you sell okay to the customer that will have an equipment number that could be the reference for finding out I mean is the material Isis under warranty or beyond warranty okay and also it has a connection with the serial number also so that you can easily you can find out which the serial number and also it has correction of the functional location for example certain materials when you sell to the customer you need to locate the location also because whenever any service comes okay for that specific product for repair then sometimes we need to go to the location then provide service okay so basically we maintain the functional location also okay so whatever we sell to the customer the where the customer is deploying are using the product okay just imagine I mean products means like a big product here for example you can say like selling a radar selling a mobile tower so those kind of things obviously I mean the customer has to place it somewhere so we need to get the look okay and finally install base ok install base is a collection of all the equipment's okay and its function location put together in the form of your hierarchical a tree structure okay which will be very easier I mean whenever you sell many products more products to the customers and when it comes for service ok easily tracked at what location which customer the product is ok so these are the master data's which will study secondly follow to this reach out to service notifications what is service notification basically I mean if you have a yeah one minute to disturb you this master data when we are saying they are not only this kind of extra data so how it will connect from the other we exactly that's what I said that's why I am touching this this point first integration with other models ok so basically when you say serial number it is connected to material moisture ok so from the material mustard is connected to the customer so you can find the link likewise when you say equipment a cumin is connected to the serial number so automatically release number is complete to the material okay when you say functional location function the piece is going to the a cube mesh so likewise there will be always say interconnection between one Masuda to another machine and also today other machinery does which is kneading by the different models in this way I mean you mean to say suppose metal master is very much required for the seal of mine Goodman right but be a GCS should not create a metal master easy C is concerted no need to create a material mastered okay but but in a sleepy you can see like customer rating materials are all basic things okay so any consultant may be like mmm concert N or s Deakin certain or even a CS consultant if you don't find a mm or HT concerned then you can create okay something wrong to me what if something suppose someone is you know ask me to create these things also will you give me the some pair knowledge about these mass transfer or it will not be a part yeah yeah I will provide not a problem I will provide okay nice for a ruckus I'll provide no problem in it so let's say from sd side okay I mean you might have a fair knowledge on the salutes process when you vote eNOS and PhD you create an order then you create a delivery then you create a building that's a standard process okay anything you started or if you start a inquiry you can through the interior quotation or through the quotation it could be an order or could be a contract okay through that you further move on okay so basically the starting point of any dog gonna be a same stuff but they're my place and see what happened means whenever a customer reports a problem okay or any service requests or anything what's the agent who is sitting in the company they will attend the call they attend the call they need to record the data is whatever the customer sees right so they need to have a document and record it so that's why we use a document called us service notification service notification is a document which records who is the customer what is the product for which I mean the customers reporting what is the cost for the I mean what is the damage happen what is the cause for the damage and how we can repair it so all those details can be provided under the service notification okay so basically project to project company to company the service notification screen could differ okay depends upon it some companies want a lot of fields in the service notification for helping the agent some companies would say I want only a few fields so that my customer a prostitute's should not get confused when they are talking to the customer so however field if you feels like who is the customer what is the product and what is the quantity and what is the repair work to be done so all these details will capture okay so we usually do a customization so we will build it how the screen has to look so all those things will build it first the service notification why I am telling this first means when you go through the processes okay in most show the process the first a starting point will be the stop Manali service notification so it is very very important to learn service notifications I mean in CS wherever you go I mean first thing will be seduce notification customization only okay so you can take it in a simpler manner it is something like a complaint document or it is something like a service request document okay near layman term okay which is helpful for the representative who is talking to the customer whenever the customer is giving the information they will record it in this document okay now I jump to the ciaz process basically there are certain seus process which is followed by most of the industry's motion of their companies in service okay the first one is the in-house repair process so what is this enos repair process as the name suggests okay it knows repeat process basically the repair work will be performed at company premises okay whenever a customer reports for a service ok we'll take the product from the customer and we do the repair work at company premises and then once it is repaired it will be sent back to the customer ok that is a simplest way of understanding where the repair will be done at the company premises ok that is called as in-house repair process so in this process if you see in sa p CS model it starts from service notification ok so as I said service notification Y means customer will give a call to the executive ok service representative so that the service representative will connect all the informations then the service capacity will decide ok this is something a product which we cannot go to the customer place to do the repair work so we need to get the product to the company side then we have to perform so what they do is they'll create a repair order here ok from service notification document they create a repair order ok so through the repair order they River they do a return delivery that is was collecting the product from the customer so once they collect the product from the customer then they will create a service order okay so in the service these are all documents ok service notification is one document followed to that they will create another document called repair order follow to this repair order you create one more doc mukha return delivery all the informations know what is happening physically like delivery will be a physical thing but it will be recorded in the form of a document like this service order will be created okay after this so in the service order only first they do your planning work what all the planning they do means what all the tasks to be considered okay what all the operation tasks like I mean for the repair work what all the tasks will be there let's say for example if you're providing a service for a bike or a car okay say if it is a standard service means they'll have certain checklist okay that need to be checked okay they will have certain things as for the kilometres wise I mean they have to change the oil okay they have to change the brake pumps all this things okay those are called tasks so they will identify what all the tasks required for repaying the product then is there any component is required like spare parts is required for during the repair work that also they will identify and they will also identify that cost when you say cost it is a plan the cost okay it's not an actual cost it's a planned cost for doing these many things okay how much the cost would be that also they will identify then they will tell to the customer in the form of quotation so once the customer is accepted okay the quotation then we release the service order when you say release the service order then only the actual work is gonna start here we are just doing the planning work in the service order we are just planning how to do what all the components required and how much would be the cost this is the planning part so once it is released then we do the actual repair work so in the repair and first thing let's say component is repair some spark what is required first will collect the compound within the company site okay we'll go to the warehouse and you collect the stock okay for that we use a MM model okay here here we have to go for mm model okay so likewise here if you very say repair order or return delivery this all comes from the sales and distribution model he will study all those things how how it works now once the component is collected okay then they will use it for the repair work then they do the repair work and after that what all the task is there they'll complete the task okay and they will enter the time sheet also how much time has taken for each task that also they will maintain after that system will provide you the actual cost what is the actual cost okay it could be the same planned cause it can have a difference okay can be more than the plant was also hey that is fine then finally they will close the service order in the form of techno completion that is just sheer flak okay when you up the flack so automatically it says it's every sort of risk completed so once it is completed what we need to do we need to return the repair the product to the customer that's why we do your delivery again okay we'll be sending the repeater product to the customer and then we do certain things called resource related building rrb resource related building okay so and then we do your final building so this is how the process for Eno's repair in a CPCs okay the first thing we have shakey the note II through notification the RO will be there then written delivery will be there but the return delivery will be taken in to charge after the confirmation from customer only right so basically first we need to identify that the product whatever he says okay is it actually a faulty or not some cases what happened means we'll collect the product because we are not going to touch the product at the company side sorry at the customer side so as per this process first we'll collect the product then only we'll analyze is there any fault is there if it is not for all so we can retain the power to the customer so the process will be yep so we mean to say product already been collected from the customer then only we are creating this on the corner and you just imagine some big companies where the missionaries or needs to be repaired okay for sending the request itself the next process will be like I mean the the the missionary needs to be collected okay and then they will start doing the work or if you taking a simpler way okay like mobile service let's say you are using certain Android Mobile's for example Samsung okay and it's not working so you directly go to an outlet and what happens once you go to the outlet I mean first thing is you just give you a call to the Samsung customer can then they will report your request and they will ask you to go to the nearby Samsung service center so that will go and they'll provide you a number so once you refer that number to the outlet manager the outlet manager first will create a service I mean first he will create a delivery so that I mean you won't be understanding okay they'll have the process they will do a delivery and they'll collect the they'll take the mobile in front of you and they'll see what it is okay if there is no issue they'll written you it back if it is a issue then they will go for the service order flow okay then they will say you this much is the cost coming up then I mean you just if you're just sitting in the other side of the execute oh you won't be knowing what is the process they follow okay they simply they say sir please provide to the mobile and after a few five minutes so they'll say so this is this this would be the cost okay or if we didn't know defect he say they'll say this is not a defect they will say okay so in between I mean within that five minutes what they are doing actually is the hook the whole process come in they're making the link they'll be have created a little radio you know create a service order another service or they heard and the planning all those things and finally they'll tell you the cost that is a plan because of this much hope we have recharged you are okay so one of the customers is okay then they say give you a date okay on this date I mean we can do the delivery and he'll start doing this process so it is it suppose customers and no I am NOT okay with the quotation will they another not even for the gate power and then end the story right I mean you just close the service order that's it there is no other process so because customer has to go yes holy then only you can proceed we can that you can negotiate that is cannot be recorded here okay negotiation part atonia okay okay so is there any process in this where the gate pass also will be taken into part oh actually comes these things comes under the delivery partner okay so delivery we say a delivery means where the movements of goods will be tracked okay so when you say return delivery the product is coming from customer to the company side likewise when you say a delivery finally the repaired product is moving from company to customer so all these things will track under the delivery there is a movement type that will be taught okay one more time by a master I'm very much about that process so where we have been getting the gap I am just asking okay sure sure the other thing is when creating the orders suppose I just came to know there is a parts which are the forties so I should ever you know the part taken from the my plant and the creation issue and these things also may not be part of that process you are saying when you're collecting the compras it is a 40 Pro component yeah there are some component in this component there are some parts those needs to be replaced so so there should be asking process where I stood the create a requisition issue from my plant and should insert in this yes I mean here for example the collection of component itself okay there are two types we see one is stock that is in stock companies there in stock okay it is a very easy process okay there is a process in the mm called amigo so you had to raise the Vito okay so automatically I mean now you will be requesting for the stock component and they will issue a hundred record it okay that is one ECB the other ways there is no stock okay at that time so what do you do is you have to raise hip request through the purchase record create a person product from the purchase order once the vendor deliver the goods then you will consume it that process also there here okay so we will see a male in the class so when you're doing no we will see there are two types of process means one is in how you do and will be out of stock so we do will see when you are explaining this process how do you compare with the standard process is it which service order type which we are going to use here sir we sort of I mean basically we do the standard things like the zero one okay so from SM zero one only I mean obviously use the industry process service owner okay so in in training chill training you will be copying and craving a similar order type for from message 0 1 and then 0 yes and are you also going to cover sm 0 2 & sm 0 3 yes yes sm 0 1 is some 0 mm radius this all comes under the service order part amazing ok and for doing this repair process ok we need to understand what is called repair procedure is ok there is one topic ok where how system should understand what should be the next to next process so when I create repair order after that I mean system will say I mean to do a written delivery and from the retainer will be how to do a service order so how the system goes from one phase to another phase ok so those things are controlled under the repair procedure so as per the repair position only the whole flow goes OK in the repair owner so that control will see how how how it works then next to that only we see one more process called equipment on loan so what is this equipment on loan means the whole eNOS repair process we do okay in that there is some additional - sub process we do so what happens in this equipment on loan process means let us say a big company where their missionary some became a problem or faulty and the whole production is stopped because of that ok so the customer immediately raised the request and they want to service the missionary and also says that I mean if I stop and if they stopped then the my production will get affected so I need to have a temporary product ok whenever you are repairing their product which is repaired so for these scenarios only what we do is once we collect I mean the say we know sleeper process in that what is the additional thing is once we collect the product to be repaired ok from the customer we will provide your replacement temporary replacement ok to the customer and the same temporary replacement when we will collect it back means once we have done the repair work and we tell you the repaired product ok after that we do one more delivery call us pickup delivery so there we collect the temporary product ok which we have issued to the customer ok this is called as a human on loan basis ok so automatically says travel update I mean now what is the status ok what is how much continue have given them in there in the replaced one likewise how much needs to pick up so those things should be recorded under this pickup delivery ok so this is a slight variation from the eNOS repeat process ok the next one is a repaired side process so basically in repair at site process as the name suggests the repair work is happening at the site that is on site that is at that customer place ok what we have seen here the first process is the repair work is happening at the company premises now here it is happening at the customer place so how this process goes means first you create a service notification where the customer and the executive will interact and the executive will record all the details from there once executed understand that ok we need to send your a prostitute to attending the repair work will directly create a service order here you won't create a repair order ok from the service notification we create a service order so in the service orderly who do the planning work it components cost all these things will be doing it ok like the same way I mean once in the servicemen of what we do and then mirror I say quotation okay where you would have the plant cost all these things once the customer accept the quotation then you release the service order ok you release the service order and once the work starts so basically here what is happening the representative has to go to the customer site and to do the repair work so here let us say the repressor to needs some components okay for doing the repair work so he needs to collect the components also from the company side to go to the customer place so that's why he'll do the conception part first ok he will consume the product whatever is required and in this case only we do a sub process called advanced shipment basically for that specific component alone okay you created an order a delivery and a building within the service order means we are doing this whole order processing in say the service order itself okay from the service order okay using a at one shipment process you do the order delivery and billing for the specific component okay and once it is recorded then the executor will go to the customer place perform the repair work and once the task is complete he will come to the company okay and provide the I mean enter the time shape and actual cost will be updated and finally they will close the service order and do the billing part that is resource dated building and the billing part okay this is how a repair at site process works so what is the difference you can see means from the service notification in the earlier process you will create a repeat order okay because you need to do some delivery work all those things that's why you created a repair order but here in this process you know to do any delivery work okay so that's why from Sarris notification you directly create a service order so praveen's here is one question in our industry generally in manufacturing industry what we are doing whether you say repair it on-site or off-site we are creating a repair order to track the history so suppose in this process at site we do not have to create the repair order so how the history will be captured for that particular solution the sort of solution we are capturing that that's why I mean okay so now you start the process it will be in the service notification all the details will be okay the service notification is trim will be the complete thing about that serial of the service notification will have who is the customer who is the material with this combination can identify what is the serial number through that it can identify what is a human number so all these things can we can track it okay okay the next one is AMC that is annual maintenance contractor so basically I mean this we use it from the ACPs the site okay we have a specific sales document type for contract so using the contract okay we'll create a contract first for this customer okay this is the product or this is the service we are gonna provide okay let's say Indian apartment you have a elevator okay and for the elevator you need to have a contract so you approach your lip service okay for one-year contract and then you will have some checklist what are the service needs to be done on every month basis okay that's our contract so what we do is in CS we share duel the whole contract okay this is called maintenance scheduling where you set up I mean what is the frequency what is the duration okay what kind of service order needs to be created automatically okay and you set up the service order part also okay what are the customizations required for the service order to be created and then you execute that is start when you say start I mean let's say when you're practicing okay you can't wait for one year and they see every month is the service on is getting created automatically rather we can use a simulation they okay using the simulation we can say let let say for five days I mean let's create a service order like that you can set it up so they're automatically once the contract is started okay automatically the service orders will start creating on a day to day basis or a month to month basis okay automatically creates so from the service order I mean the whole operation continues so there is one of the key thing so here you create the service order manually okay from the service notification so here the service orders getting created automatically from the settings what we have done from the contract in maintenance should only that so the annual maintenance contract works okay so the the main thing to be studying and and remittance control this is the set ups so how to do the automatic way of creating service orders what all the customizing to create in the backend okay to set it up to create the service orders in AMS region sorry to disturb you AMC generally process what we are doing we are making a contract and that contract is slightly know that annual basis quarterly basis for the five years for the six year for the three year short of like so yes so how we are doing we're we're the process there we are creating a against one order there will be a building of you know multiple type of quarterly monthly so basically we have a billing plan type okay when you're creating the contract itself okay you can identify what what kind of billing plan type minutes we set up for the contract it can be a periodic building or it can be a milestone building like that we have certain types billing plan types okay in the SD side okay so we will touch about here what is those things okay which will control in the contract level okay then processes sale of service okay sale of services what is what is sale of service means there is actually a gap in sd1 of the process okay so I just explained the process then you can appreciate let's say assume a customer is buying a high-end TV okay which is costing him 1 lakh and also follow to that I mean they are providing a service okay that is wall-mounting they have to come to the customer place and they need to mount the TV on a wall there is a service so the customer is purchasing both the things okay so in in a sale order how you write means basically you enter the product let's say TV one quantity price is one lakh for example like this item 20 okay and this is a service product wall mounting is a service product okay one quantity and let's say some towson rupees he is paying for that also now for the first align item how we process means it's a very very simple one so we have created as a sales order so for the sales or you do the delivery that is you're selling the TV to the customer place okay and you do the building this is a very standard one now for the service item basically in in st okay what we do is actually we directly create an order from the order we do a order relevant building that's it okay because this is an intangible material service cannot be delivered I mean as a material how we write so the the person who comes to your into the customer place and mount the TV what all the competency use how much time he consumed so all these informations are not recorded okay to enable to to fit this gap only what we say sale of service means the sale order for the specific line item where it has a service product for that service I mean for the line item in the order you can create a service order inside the order itself okay for the specific line item and for after the service order then you can do your billing now what is the advantage you're getting means you are creating a service or from the specific order so that it will capture what is the product and in the service order you know I mean all the things like what are the tasks to be done okay any complaints are to be used okay is there any cost is there how much time he has consumed so all the details will be recorded so okay so in this way they are fitting the gap that is call us sail off service it's not too widely used okay in few companies I mean they use it okay that's why I mean this this process is also a known process sail off service we say in CS okay then we have one more process called a spat pot see sometimes what happens you send the goods to the customer okay with reference to an order sometimes the customer says that the goods received but it has I mean you have to send me some five items but you have sent only some three or four items only okay some items are missing or some items are got damaged so customers quarreling with the executive so at the time I mean just two for delivering the product alone to the customer what we do means it is a complaint right so basically they take consider a complaint the customer is ailing at the executor so basically first we create a service notification okay from the service notification for all things recorded through that you create a sale order okay for the customer for the specific material and from the sale order you do the delivery and Billy okay this is called as spat pot sale so here if you see the beauty what it is means from the service notification you are creating sale order so if you can see the variation in the whole course from the service notification first time when I said you are able to create a repair order for the us for the process you need no stripping likewise in the repeated site process from the service notification you are going to create a service order okay and here if you see from the service notification you are creating a sale order so how this customizing works I mean what is the backend we have to do all these things we need to understand okay so that only the process is over because if you see all the process the beginning itself it will it will take a deviation and it goes in different ways okay so repair order if you take it's completely a different process I mean it never touches and jump to this okay it from the repair or do delivery then comes to the service orders and repaired site means directly you create a service order and here I mean when you see about the last ones Pat what since you directly create a sale order itself okay so depends upon the requirement I mean these process has come up so why in a no-slip a process you create a repair order means they reset delivery the delivery can be handled using only through repair order that's why we need to have a repair order in the same way in the repaired side process directly there is no delivery only there execute is go into the customer place so directly you create a service ordering that case ok in the last case what we do is it's it's directly that we are going to send here product to the customer so we need to have a simple order so directly from service notification bikini sale order okay there is no return anything so we are directly sending so it is say Laura okay and then there is one more customizing called EIP profiles which is very important whenever you create a service order okay as I said I mean the cost should be calculated okay so when you create a service orders we do the planning work so automatically the plan the cost will come okay it depends upon the task and depends upon the components what here entered system will and likes and you will give you a plan the cost which will be shot to the customer in the form of rotation likewise once the service order is completed okay we'll be providing the actual cost the system will provide the actual cost okay so as for the actual cost I mean you'll be billing the customer so how this system understands and bifurcate the cost okay this is your plan was this is your actual process okay so those customizing okay everything will be studied under the DLP profile of you which is called as dynamic item processor which are which which is very much required in the set we sort of level okay so this is the offering from our side okay so pcs so you have and also I mean for the class I mean the session will be recorded and you can refer it for I mean for your future reference and I will be providing with the document whatever I discuss in that class okay so and I think you should request em in now we can provide you the system also for practice a problem tell me one thing in certain manufacturing major part is warranty so where we are covering that warranty basically we have a warranty master data and also we connect warranty with the equipment also okay there are customer warranty is this okay which is actually I mean in built I mean in this cs4 since new CS was not actually in built in the equipment itself so when you create a equipment so if in the equipment so we can set the start date end date warranty setups all those things so they're automatically I mean a customer reports for a product okay and the executive interacts with the customer and once he once he or she gets the product detail okay immediately system will give you a pop-up box they saying that hey this is under warranty this is beyond warranty so all the details will come up in the service notification stuff the initial document when you start itself session will give a proper box okay about the product okay it is under warranty or it is beyond warranty all the schedules so are you going to cover that yes yes it just comes with the equipment is a first level of hierarchy and the warranty should be connect with the serial number am i right it is interlinked that's what I'm saying so you create serial number okay and then when you create a equipment you have to give the product ID and the serial number so automatically it is getting linked and inside the equipment you said the the warranty details so whenever a customer rice a complain okay so basically system will understand what is the product idea and what is the serial number with this combination system will identify what is the equipment from the equipment system will understand what is the warranty period so all this will come up it will come up in service notification another term which we are using in the service is the CJ extended warranty is a part of warranty only so yeah it's it's a massive data X I mean we have a warranty master data okay so that will help you to understand okay so you will cover that also right that's my baby yeah yeah how the doc words for this okay let's share for that touch I mean do you have a document which explains what things will be covered exactly in in the training and what will be the customization checklist so basically I mean whatever I said okay this is a worry of the whole content what I am will be you taking the class okay so this is the whole setting up I mean what all the process and because I usually go with the process okay from the process each and every trigger no EULA in the back and you'll have a customization let's say from a repeater to return delivery what all the customizing is required okay from the return dilatory service order to enable there will be some customizing so in all the points no I mean within - two points - to get the linkage will be doing customizing the backend so basically in cs:go with the process of you okay it will be easy to understand okay so for example the profile you specifically written that there is a customization I liked it actually I just highlighted it okay there are customization in all the levels okay so d AP profile is something I mean without that you cannot do the costing okay planned course actual cost that's why I highlighted that profile because many people ask me specifically that that's why I like that and also consider P s configuration with with CS no project systems we don't okay okay then yeah I'm actually in your introduction part so you have full-fledged experience on whatever you explain down Oh see why I am asking is I have attended some videos earlier from PS and PM where the demo is good but technically when it comes down it it really does not look truthful so you have for mature enough experience and you will be taking the F my mind rest is service order type sm 0 1 0 2 and 0 3 yeah I I have experience around 14 years okay so I worked in st seems in Sierra models so I am also take online training for most more than seven years so I usually have been you can ask me I mean most of things ii able to answer okay and how much time it will take this training system i would like to know your background also i mean may know me okay 10 years of experience in p.m. but first time i am i need a requirement where there is a PM integration with CS so that is why you interested okay i clearly here we set the order x sm 0 1 0 2 and 0 3 so that is my requirement ok ok so basically i mean or to cover or whatever I have said ok this white paper what I have said ok it will take minimum 20 hours ok and basically I mean I can explain you in detail the customization level everything and practice part it will take a separate which you have to do individually ok so I think and I mean could provide you a system or if you request ok then you can practice it so you can take it on a minimum 20 hours you can take okay for completion and since you have a background in SD knowledge mmm knowledge okay so those things then it's easier to grasp process the concepts easy as this has any relation with a CC a6 overhalla or things are same for wherever service customer service still no I mean there is no any updates it's the same thing so excess will be given for ECC 6 yes okay and you will be the trainer yes okay then what I will do is I mean you can check the timing I mean notation and I can tell it to Naveen so that I mean he can set up that class I mean if you really okay so I will sign off thanks for your time for attending

this conference will now be recorded okay so my main motor I&#39;ll tell you from this training first thing I don&#39;t want any job things and this which already i hear i should have a knowledge about the cs module so i should play a role in my next organization which they were worried from me yeah yeah so what I understood is I mean you have very vast experience again auto industry and what in IT department Dave and usually deal with the dealer side part okay like setting of the DMS and also I mean you know how create also details in SA P so so basically use SP wide Oh mostly ASAP screens you work for creating mastered it does and doing certain transactions right that&#39;s for my understanding right so so do you have a few a basic knowledge I mean you you I&#39;m sure I mean you you&#39;ll be knowing the sales process all those things right so from my point of view or from the CS side okay I think I mean you can easily can grasp the concepts and even how to do the customizations of all those things okay before going further I just want to check with Naveen I mean can I start can you can you give me a minute to Vinnie so that I would check with nevi yeah please please just give him a ring you you you you yeah and what will I do is okay I just breathe down what all the things I mean we are going to see in CS and then and explain I mean in class what are the things what are the advantages you get so I will share my screen okay and we will go one by one yeah probably before that can you brief of something about you yeah I&#39;ll aldehyde because I thought having this one more candidates about to join so I was waiting for so I think okay okay that&#39;s why I&#39;m sorry for it so my name is Kareem and I have experience in a city for more than you know 40 years and I work in different in our models starting from SD CRM CS in marketing site so at my available free times I used to take online okay trainings and this is about myself and how take ridings in all these models okay mostly in SDC are mcs now I&#39;ll just jump to the AC PCH back okay so customer service is one of the model in a sippy and what is the main thing to be considered in this model is this model cannot be processed with the whole process cannot be achieved without the help of other models you may see other models there are certain models like sa PSD okay will help us likewise SLP mmm material management likewise SAT your freelance ex a PPP production planning so all these models all required okay when you are running this seus process so that&#39;s why the class first thing is what we study is integration so basically integration with other models we see okay so when I say integration it is not about the system integration it&#39;s not about the middle aggression of the connection of these things be it is about what all the things which is required for running a CPCs process from the other models when you see other models like SD mmpp so we&#39;ll be having a touch upon other models also what other things we are using then we&#39;ll study about the CS it&#39;s will be the first thing follow to this we will create certain master data okay of course I mean you said that customer motion today is one master data yes so basically customer motion where comes from the SDC okay so likewise we have material master data which comes from the mmm site like way so we have other things like work center cost center ok activity pricing so these Sol&#39;s comes from different monasteries for example what Center comes from the production planning likewise cost under comes from the finance okay actually pricing comes from the plans okay apart from this master data&#39;s in CS we maintain certain mass editors so those are these things serial number okay how how they set the serial number for each material so that whenever whenever it comes for repair okay how we manage using the serial number and what is the customizing behind it okay so all the settings will see like this equipment number okay each material what you sell okay to the customer that will have an equipment number that could be the reference for finding out I mean is the material Isis under warranty or beyond warranty okay and also it has a connection with the serial number also so that you can easily you can find out which the serial number and also it has correction of the functional location for example certain materials when you sell to the customer you need to locate the location also because whenever any service comes okay for that specific product for repair then sometimes we need to go to the location then provide service okay so basically we maintain the functional location also okay so whatever we sell to the customer the where the customer is deploying are using the product okay just imagine I mean products means like a big product here for example you can say like selling a radar selling a mobile tower so those kind of things obviously I mean the customer has to place it somewhere so we need to get the look okay and finally install base ok install base is a collection of all the equipment&#39;s okay and its function location put together in the form of your hierarchical a tree structure okay which will be very easier I mean whenever you sell many products more products to the customers and when it comes for service ok easily tracked at what location which customer the product is ok so these are the master data&#39;s which will study secondly follow to this reach out to service notifications what is service notification basically I mean if you have a yeah one minute to disturb you this master data when we are saying they are not only this kind of extra data so how it will connect from the other we exactly that&#39;s what I said that&#39;s why I am touching this this point first integration with other models ok so basically when you say serial number it is connected to material moisture ok so from the material mustard is connected to the customer so you can find the link likewise when you say equipment a cumin is connected to the serial number so automatically release number is complete to the material okay when you say functional location function the piece is going to the a cube mesh so likewise there will be always say interconnection between one Masuda to another machine and also today other machinery does which is kneading by the different models in this way I mean you mean to say suppose metal master is very much required for the seal of mine Goodman right but be a GCS should not create a metal master easy C is concerted no need to create a material mastered okay but but in a sleepy you can see like customer rating materials are all basic things okay so any consultant may be like mmm concert N or s Deakin certain or even a CS consultant if you don&#39;t find a mm or HT concerned then you can create okay something wrong to me what if something suppose someone is you know ask me to create these things also will you give me the some pair knowledge about these mass transfer or it will not be a part yeah yeah I will provide not a problem I will provide okay nice for a ruckus I&#39;ll provide no problem in it so let&#39;s say from sd side okay I mean you might have a fair knowledge on the salutes process when you vote eNOS and PhD you create an order then you create a delivery then you create a building that&#39;s a standard process okay anything you started or if you start a inquiry you can through the interior quotation or through the quotation it could be an order or could be a contract okay through that you further move on okay so basically the starting point of any dog gonna be a same stuff but they&#39;re my place and see what happened means whenever a customer reports a problem okay or any service requests or anything what&#39;s the agent who is sitting in the company they will attend the call they attend the call they need to record the data is whatever the customer sees right so they need to have a document and record it so that&#39;s why we use a document called us service notification service notification is a document which records who is the customer what is the product for which I mean the customers reporting what is the cost for the I mean what is the damage happen what is the cause for the damage and how we can repair it so all those details can be provided under the service notification okay so basically project to project company to company the service notification screen could differ okay depends upon it some companies want a lot of fields in the service notification for helping the agent some companies would say I want only a few fields so that my customer a prostitute&#39;s should not get confused when they are talking to the customer so however field if you feels like who is the customer what is the product and what is the quantity and what is the repair work to be done so all these details will capture okay so we usually do a customization so we will build it how the screen has to look so all those things will build it first the service notification why I am telling this first means when you go through the processes okay in most show the process the first a starting point will be the stop Manali service notification so it is very very important to learn service notifications I mean in CS wherever you go I mean first thing will be seduce notification customization only okay so you can take it in a simpler manner it is something like a complaint document or it is something like a service request document okay near layman term okay which is helpful for the representative who is talking to the customer whenever the customer is giving the information they will record it in this document okay now I jump to the ciaz process basically there are certain seus process which is followed by most of the industry&#39;s motion of their companies in service okay the first one is the in-house repair process so what is this enos repair process as the name suggests okay it knows repeat process basically the repair work will be performed at company premises okay whenever a customer reports for a service ok we&#39;ll take the product from the customer and we do the repair work at company premises and then once it is repaired it will be sent back to the customer ok that is a simplest way of understanding where the repair will be done at the company premises ok that is called as in-house repair process so in this process if you see in sa p CS model it starts from service notification ok so as I said service notification Y means customer will give a call to the executive ok service representative so that the service representative will connect all the informations then the service capacity will decide ok this is something a product which we cannot go to the customer place to do the repair work so we need to get the product to the company side then we have to perform so what they do is they&#39;ll create a repair order here ok from service notification document they create a repair order ok so through the repair order they River they do a return delivery that is was collecting the product from the customer so once they collect the product from the customer then they will create a service order okay so in the service these are all documents ok service notification is one document followed to that they will create another document called repair order follow to this repair order you create one more doc mukha return delivery all the informations know what is happening physically like delivery will be a physical thing but it will be recorded in the form of a document like this service order will be created okay after this so in the service order only first they do your planning work what all the planning they do means what all the tasks to be considered okay what all the operation tasks like I mean for the repair work what all the tasks will be there let&#39;s say for example if you&#39;re providing a service for a bike or a car okay say if it is a standard service means they&#39;ll have certain checklist okay that need to be checked okay they will have certain things as for the kilometres wise I mean they have to change the oil okay they have to change the brake pumps all this things okay those are called tasks so they will identify what all the tasks required for repaying the product then is there any component is required like spare parts is required for during the repair work that also they will identify and they will also identify that cost when you say cost it is a plan the cost okay it&#39;s not an actual cost it&#39;s a planned cost for doing these many things okay how much the cost would be that also they will identify then they will tell to the customer in the form of quotation so once the customer is accepted okay the quotation then we release the service order when you say release the service order then only the actual work is gonna start here we are just doing the planning work in the service order we are just planning how to do what all the components required and how much would be the cost this is the planning part so once it is released then we do the actual repair work so in the repair and first thing let&#39;s say component is repair some spark what is required first will collect the compound within the company site okay we&#39;ll go to the warehouse and you collect the stock okay for that we use a MM model okay here here we have to go for mm model okay so likewise here if you very say repair order or return delivery this all comes from the sales and distribution model he will study all those things how how it works now once the component is collected okay then they will use it for the repair work then they do the repair work and after that what all the task is there they&#39;ll complete the task okay and they will enter the time sheet also how much time has taken for each task that also they will maintain after that system will provide you the actual cost what is the actual cost okay it could be the same planned cause it can have a difference okay can be more than the plant was also hey that is fine then finally they will close the service order in the form of techno completion that is just sheer flak okay when you up the flack so automatically it says it&#39;s every sort of risk completed so once it is completed what we need to do we need to return the repair the product to the customer that&#39;s why we do your delivery again okay we&#39;ll be sending the repeater product to the customer and then we do certain things called resource related building rrb resource related building okay so and then we do your final building so this is how the process for Eno&#39;s repair in a CPCs okay the first thing we have shakey the note II through notification the RO will be there then written delivery will be there but the return delivery will be taken in to charge after the confirmation from customer only right so basically first we need to identify that the product whatever he says okay is it actually a faulty or not some cases what happened means we&#39;ll collect the product because we are not going to touch the product at the company side sorry at the customer side so as per this process first we&#39;ll collect the product then only we&#39;ll analyze is there any fault is there if it is not for all so we can retain the power to the customer so the process will be yep so we mean to say product already been collected from the customer then only we are creating this on the corner and you just imagine some big companies where the missionaries or needs to be repaired okay for sending the request itself the next process will be like I mean the the the missionary needs to be collected okay and then they will start doing the work or if you taking a simpler way okay like mobile service let&#39;s say you are using certain Android Mobile&#39;s for example Samsung okay and it&#39;s not working so you directly go to an outlet and what happens once you go to the outlet I mean first thing is you just give you a call to the Samsung customer can then they will report your request and they will ask you to go to the nearby Samsung service center so that will go and they&#39;ll provide you a number so once you refer that number to the outlet manager the outlet manager first will create a service I mean first he will create a delivery so that I mean you won&#39;t be understanding okay they&#39;ll have the process they will do a delivery and they&#39;ll collect the they&#39;ll take the mobile in front of you and they&#39;ll see what it is okay if there is no issue they&#39;ll written you it back if it is a issue then they will go for the service order flow okay then they will say you this much is the cost coming up then I mean you just if you&#39;re just sitting in the other side of the execute oh you won&#39;t be knowing what is the process they follow okay they simply they say sir please provide to the mobile and after a few five minutes so they&#39;ll say so this is this this would be the cost okay or if we didn&#39;t know defect he say they&#39;ll say this is not a defect they will say okay so in between I mean within that five minutes what they are doing actually is the hook the whole process come in they&#39;re making the link they&#39;ll be have created a little radio you know create a service order another service or they heard and the planning all those things and finally they&#39;ll tell you the cost that is a plan because of this much hope we have recharged you are okay so one of the customers is okay then they say give you a date okay on this date I mean we can do the delivery and he&#39;ll start doing this process so it is it suppose customers and no I am NOT okay with the quotation will they another not even for the gate power and then end the story right I mean you just close the service order that&#39;s it there is no other process so because customer has to go yes holy then only you can proceed we can that you can negotiate that is cannot be recorded here okay negotiation part atonia okay okay so is there any process in this where the gate pass also will be taken into part oh actually comes these things comes under the delivery partner okay so delivery we say a delivery means where the movements of goods will be tracked okay so when you say return delivery the product is coming from customer to the company side likewise when you say a delivery finally the repaired product is moving from company to customer so all these things will track under the delivery there is a movement type that will be taught okay one more time by a master I&#39;m very much about that process so where we have been getting the gap I am just asking okay sure sure the other thing is when creating the orders suppose I just came to know there is a parts which are the forties so I should ever you know the part taken from the my plant and the creation issue and these things also may not be part of that process you are saying when you&#39;re collecting the compras it is a 40 Pro component yeah there are some component in this component there are some parts those needs to be replaced so so there should be asking process where I stood the create a requisition issue from my plant and should insert in this yes I mean here for example the collection of component itself okay there are two types we see one is stock that is in stock companies there in stock okay it is a very easy process okay there is a process in the mm called amigo so you had to raise the Vito okay so automatically I mean now you will be requesting for the stock component and they will issue a hundred record it okay that is one ECB the other ways there is no stock okay at that time so what do you do is you have to raise hip request through the purchase record create a person product from the purchase order once the vendor deliver the goods then you will consume it that process also there here okay so we will see a male in the class so when you&#39;re doing no we will see there are two types of process means one is in how you do and will be out of stock so we do will see when you are explaining this process how do you compare with the standard process is it which service order type which we are going to use here sir we sort of I mean basically we do the standard things like the zero one okay so from SM zero one only I mean obviously use the industry process service owner okay so in in training chill training you will be copying and craving a similar order type for from message 0 1 and then 0 yes and are you also going to cover sm 0 2 &amp; sm 0 3 yes yes sm 0 1 is some 0 mm radius this all comes under the service order part amazing ok and for doing this repair process ok we need to understand what is called repair procedure is ok there is one topic ok where how system should understand what should be the next to next process so when I create repair order after that I mean system will say I mean to do a written delivery and from the retainer will be how to do a service order so how the system goes from one phase to another phase ok so those things are controlled under the repair procedure so as per the repair position only the whole flow goes OK in the repair owner so that control will see how how how it works then next to that only we see one more process called equipment on loan so what is this equipment on loan means the whole eNOS repair process we do okay in that there is some additional - sub process we do so what happens in this equipment on loan process means let us say a big company where their missionary some became a problem or faulty and the whole production is stopped because of that ok so the customer immediately raised the request and they want to service the missionary and also says that I mean if I stop and if they stopped then the my production will get affected so I need to have a temporary product ok whenever you are repairing their product which is repaired so for these scenarios only what we do is once we collect I mean the say we know sleeper process in that what is the additional thing is once we collect the product to be repaired ok from the customer we will provide your replacement temporary replacement ok to the customer and the same temporary replacement when we will collect it back means once we have done the repair work and we tell you the repaired product ok after that we do one more delivery call us pickup delivery so there we collect the temporary product ok which we have issued to the customer ok this is called as a human on loan basis ok so automatically says travel update I mean now what is the status ok what is how much continue have given them in there in the replaced one likewise how much needs to pick up so those things should be recorded under this pickup delivery ok so this is a slight variation from the eNOS repeat process ok the next one is a repaired side process so basically in repair at site process as the name suggests the repair work is happening at the site that is on site that is at that customer place ok what we have seen here the first process is the repair work is happening at the company premises now here it is happening at the customer place so how this process goes means first you create a service notification where the customer and the executive will interact and the executive will record all the details from there once executed understand that ok we need to send your a prostitute to attending the repair work will directly create a service order here you won&#39;t create a repair order ok from the service notification we create a service order so in the service orderly who do the planning work it components cost all these things will be doing it ok like the same way I mean once in the servicemen of what we do and then mirror I say quotation okay where you would have the plant cost all these things once the customer accept the quotation then you release the service order ok you release the service order and once the work starts so basically here what is happening the representative has to go to the customer site and to do the repair work so here let us say the repressor to needs some components okay for doing the repair work so he needs to collect the components also from the company side to go to the customer place so that&#39;s why he&#39;ll do the conception part first ok he will consume the product whatever is required and in this case only we do a sub process called advanced shipment basically for that specific component alone okay you created an order a delivery and a building within the service order means we are doing this whole order processing in say the service order itself okay from the service order okay using a at one shipment process you do the order delivery and billing for the specific component okay and once it is recorded then the executor will go to the customer place perform the repair work and once the task is complete he will come to the company okay and provide the I mean enter the time shape and actual cost will be updated and finally they will close the service order and do the billing part that is resource dated building and the billing part okay this is how a repair at site process works so what is the difference you can see means from the service notification in the earlier process you will create a repeat order okay because you need to do some delivery work all those things that&#39;s why you created a repair order but here in this process you know to do any delivery work okay so that&#39;s why from Sarris notification you directly create a service order so praveen&#39;s here is one question in our industry generally in manufacturing industry what we are doing whether you say repair it on-site or off-site we are creating a repair order to track the history so suppose in this process at site we do not have to create the repair order so how the history will be captured for that particular solution the sort of solution we are capturing that that&#39;s why I mean okay so now you start the process it will be in the service notification all the details will be okay the service notification is trim will be the complete thing about that serial of the service notification will have who is the customer who is the material with this combination can identify what is the serial number through that it can identify what is a human number so all these things can we can track it okay okay the next one is AMC that is annual maintenance contractor so basically I mean this we use it from the ACPs the site okay we have a specific sales document type for contract so using the contract okay we&#39;ll create a contract first for this customer okay this is the product or this is the service we are gonna provide okay let&#39;s say Indian apartment you have a elevator okay and for the elevator you need to have a contract so you approach your lip service okay for one-year contract and then you will have some checklist what are the service needs to be done on every month basis okay that&#39;s our contract so what we do is in CS we share duel the whole contract okay this is called maintenance scheduling where you set up I mean what is the frequency what is the duration okay what kind of service order needs to be created automatically okay and you set up the service order part also okay what are the customizations required for the service order to be created and then you execute that is start when you say start I mean let&#39;s say when you&#39;re practicing okay you can&#39;t wait for one year and they see every month is the service on is getting created automatically rather we can use a simulation they okay using the simulation we can say let let say for five days I mean let&#39;s create a service order like that you can set it up so they&#39;re automatically once the contract is started okay automatically the service orders will start creating on a day to day basis or a month to month basis okay automatically creates so from the service order I mean the whole operation continues so there is one of the key thing so here you create the service order manually okay from the service notification so here the service orders getting created automatically from the settings what we have done from the contract in maintenance should only that so the annual maintenance contract works okay so the the main thing to be studying and and remittance control this is the set ups so how to do the automatic way of creating service orders what all the customizing to create in the backend okay to set it up to create the service orders in AMS region sorry to disturb you AMC generally process what we are doing we are making a contract and that contract is slightly know that annual basis quarterly basis for the five years for the six year for the three year short of like so yes so how we are doing we&#39;re we&#39;re the process there we are creating a against one order there will be a building of you know multiple type of quarterly monthly so basically we have a billing plan type okay when you&#39;re creating the contract itself okay you can identify what what kind of billing plan type minutes we set up for the contract it can be a periodic building or it can be a milestone building like that we have certain types billing plan types okay in the SD side okay so we will touch about here what is those things okay which will control in the contract level okay then processes sale of service okay sale of services what is what is sale of service means there is actually a gap in sd1 of the process okay so I just explained the process then you can appreciate let&#39;s say assume a customer is buying a high-end TV okay which is costing him 1 lakh and also follow to that I mean they are providing a service okay that is wall-mounting they have to come to the customer place and they need to mount the TV on a wall there is a service so the customer is purchasing both the things okay so in in a sale order how you write means basically you enter the product let&#39;s say TV one quantity price is one lakh for example like this item 20 okay and this is a service product wall mounting is a service product okay one quantity and let&#39;s say some towson rupees he is paying for that also now for the first align item how we process means it&#39;s a very very simple one so we have created as a sales order so for the sales or you do the delivery that is you&#39;re selling the TV to the customer place okay and you do the building this is a very standard one now for the service item basically in in st okay what we do is actually we directly create an order from the order we do a order relevant building that&#39;s it okay because this is an intangible material service cannot be delivered I mean as a material how we write so the the person who comes to your into the customer place and mount the TV what all the competency use how much time he consumed so all these informations are not recorded okay to enable to to fit this gap only what we say sale of service means the sale order for the specific line item where it has a service product for that service I mean for the line item in the order you can create a service order inside the order itself okay for the specific line item and for after the service order then you can do your billing now what is the advantage you&#39;re getting means you are creating a service or from the specific order so that it will capture what is the product and in the service order you know I mean all the things like what are the tasks to be done okay any complaints are to be used okay is there any cost is there how much time he has consumed so all the details will be recorded so okay so in this way they are fitting the gap that is call us sail off service it&#39;s not too widely used okay in few companies I mean they use it okay that&#39;s why I mean this this process is also a known process sail off service we say in CS okay then we have one more process called a spat pot see sometimes what happens you send the goods to the customer okay with reference to an order sometimes the customer says that the goods received but it has I mean you have to send me some five items but you have sent only some three or four items only okay some items are missing or some items are got damaged so customers quarreling with the executive so at the time I mean just two for delivering the product alone to the customer what we do means it is a complaint right so basically they take consider a complaint the customer is ailing at the executor so basically first we create a service notification okay from the service notification for all things recorded through that you create a sale order okay for the customer for the specific material and from the sale order you do the delivery and Billy okay this is called as spat pot sale so here if you see the beauty what it is means from the service notification you are creating sale order so if you can see the variation in the whole course from the service notification first time when I said you are able to create a repair order for the us for the process you need no stripping likewise in the repeated site process from the service notification you are going to create a service order okay and here if you see from the service notification you are creating a sale order so how this customizing works I mean what is the backend we have to do all these things we need to understand okay so that only the process is over because if you see all the process the beginning itself it will it will take a deviation and it goes in different ways okay so repair order if you take it&#39;s completely a different process I mean it never touches and jump to this okay it from the repair or do delivery then comes to the service orders and repaired site means directly you create a service order and here I mean when you see about the last ones Pat what since you directly create a sale order itself okay so depends upon the requirement I mean these process has come up so why in a no-slip a process you create a repair order means they reset delivery the delivery can be handled using only through repair order that&#39;s why we need to have a repair order in the same way in the repaired side process directly there is no delivery only there execute is go into the customer place so directly you create a service ordering that case ok in the last case what we do is it&#39;s it&#39;s directly that we are going to send here product to the customer so we need to have a simple order so directly from service notification bikini sale order okay there is no return anything so we are directly sending so it is say Laura okay and then there is one more customizing called EIP profiles which is very important whenever you create a service order okay as I said I mean the cost should be calculated okay so when you create a service orders we do the planning work so automatically the plan the cost will come okay it depends upon the task and depends upon the components what here entered system will and likes and you will give you a plan the cost which will be shot to the customer in the form of rotation likewise once the service order is completed okay we&#39;ll be providing the actual cost the system will provide the actual cost okay so as for the actual cost I mean you&#39;ll be billing the customer so how this system understands and bifurcate the cost okay this is your plan was this is your actual process okay so those customizing okay everything will be studied under the DLP profile of you which is called as dynamic item processor which are which which is very much required in the set we sort of level okay so this is the offering from our side okay so pcs so you have and also I mean for the class I mean the session will be recorded and you can refer it for I mean for your future reference and I will be providing with the document whatever I discuss in that class okay so and I think you should request em in now we can provide you the system also for practice a problem tell me one thing in certain manufacturing major part is warranty so where we are covering that warranty basically we have a warranty master data and also we connect warranty with the equipment also okay there are customer warranty is this okay which is actually I mean in built I mean in this cs4 since new CS was not actually in built in the equipment itself so when you create a equipment so if in the equipment so we can set the start date end date warranty setups all those things so they&#39;re automatically I mean a customer reports for a product okay and the executive interacts with the customer and once he once he or she gets the product detail okay immediately system will give you a pop-up box they saying that hey this is under warranty this is beyond warranty so all the details will come up in the service notification stuff the initial document when you start itself session will give a proper box okay about the product okay it is under warranty or it is beyond warranty all the schedules so are you going to cover that yes yes it just comes with the equipment is a first level of hierarchy and the warranty should be connect with the serial number am i right it is interlinked that&#39;s what I&#39;m saying so you create serial number okay and then when you create a equipment you have to give the product ID and the serial number so automatically it is getting linked and inside the equipment you said the the warranty details so whenever a customer rice a complain okay so basically system will understand what is the product idea and what is the serial number with this combination system will identify what is the equipment from the equipment system will understand what is the warranty period so all this will come up it will come up in service notification another term which we are using in the service is the CJ extended warranty is a part of warranty only so yeah it&#39;s it&#39;s a massive data X I mean we have a warranty master data okay so that will help you to understand okay so you will cover that also right that&#39;s my baby yeah yeah how the doc words for this okay let&#39;s share for that touch I mean do you have a document which explains what things will be covered exactly in in the training and what will be the customization checklist so basically I mean whatever I said okay this is a worry of the whole content what I am will be you taking the class okay so this is the whole setting up I mean what all the process and because I usually go with the process okay from the process each and every trigger no EULA in the back and you&#39;ll have a customization let&#39;s say from a repeater to return delivery what all the customizing is required okay from the return dilatory service order to enable there will be some customizing so in all the points no I mean within - two points - to get the linkage will be doing customizing the backend so basically in cs:go with the process of you okay it will be easy to understand okay so for example the profile you specifically written that there is a customization I liked it actually I just highlighted it okay there are customization in all the levels okay so d AP profile is something I mean without that you cannot do the costing okay planned course actual cost that&#39;s why I highlighted that profile because many people ask me specifically that that&#39;s why I like that and also consider P s configuration with with CS no project systems we don&#39;t okay okay then yeah I&#39;m actually in your introduction part so you have full-fledged experience on whatever you explain down Oh see why I am asking is I have attended some videos earlier from PS and PM where the demo is good but technically when it comes down it it really does not look truthful so you have for mature enough experience and you will be taking the F my mind rest is service order type sm 0 1 0 2 and 0 3 yeah I I have experience around 14 years okay so I worked in st seems in Sierra models so I am also take online training for most more than seven years so I usually have been you can ask me I mean most of things ii able to answer okay and how much time it will take this training system i would like to know your background also i mean may know me okay 10 years of experience in p.m. but first time i am i need a requirement where there is a PM integration with CS so that is why you interested okay i clearly here we set the order x sm 0 1 0 2 and 0 3 so that is my requirement ok ok so basically i mean or to cover or whatever I have said ok this white paper what I have said ok it will take minimum 20 hours ok and basically I mean I can explain you in detail the customization level everything and practice part it will take a separate which you have to do individually ok so I think and I mean could provide you a system or if you request ok then you can practice it so you can take it on a minimum 20 hours you can take okay for completion and since you have a background in SD knowledge mmm knowledge okay so those things then it&#39;s easier to grasp process the concepts easy as this has any relation with a CC a6 overhalla or things are same for wherever service customer service still no I mean there is no any updates it&#39;s the same thing so excess will be given for ECC 6 yes okay and you will be the trainer yes okay then what I will do is I mean you can check the timing I mean notation and I can tell it to Naveen so that I mean he can set up that class I mean if you really okay so I will sign off thanks for your time for attending

Transcript for:SAP Customer Service Training Overview

Transcript for:
SAP Customer Service Training Overview