Business Processes in Customer Service

PLM301 5 days

Classroom

Business Processes in Customer Service

Delivery:
Classroom
Country:
Display Language:
Portuguese
Rating:
4.5

Goals

  • Gain an overview of Customer Service
  • Become familiar with the most important business processes in Customer Service, including practical exercises
  • Explain integration with other SAP components
  • Support decision makers responsible for implementing the system
  • Identify the different analysis options that are available

Audience

  • Project managers
  • Project team

Prerequisites

Essential

  • none

Recommended

Course based on software release

  • ERP ECC 6.0

Content

  • Overview of Customer Service
  • Technical objects
    • Material serial numbers and equipment
    • Functional locations, bills of material and warranties
  • Help desk processing
    • Creating, processing, and completing service notifications
  • Planning of technician resources
    • Creating, processing, completing, and billing for service orders
  • Processing returns and repairs
    • Repair order processing and returns delivery, repair processing, delivery, and billing
  • Service contracts
    • Content and structure of service contracts
    • Service processing with contracts
  • Planned customer service
    • Task lists, maintenance plans, and scheduling Reports
    • Service history and information system

Notes

  • This training course is an essential prerequisite for the following advanced Customer Service courses
  • This training is for Innovations 2010 which includes ERP 6.0 EhP5, CRM 7.0 EhP1, SRM 7.0 EhP1, SCM 7.0 EhP1, and NetWeaver 7.02. This software is not yet in unrestricted shipment. The software is still in the SAP Ramp-Up phase, and your company must be nominated as an official SAP Ramp-Up customer according to the applicable processes prior to getting access to this particular software version. For more information about the ramp-up process and conditions for participation, see SAP Service Marketplace: http://service.sap.com/rampup

Popular tags

No tags submitted for this course yet

Share this course: Print