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

Charge for a service via a sales order line with flat pricing and billing. Costs post to cost center buckets with no execution management or direct tie to profitability.

Explore a simple service scenario in sales and distribution, billing two hours of laptop installation at $35 per hour via a billing document with no delivery.

Link the service contract to a customer asset, such as the ship’s functional location, to ensure coverage, accurate billing, and annual maintenance priced at $48,000.

Navigate the functional location master data within the technical objects tab, examining customer equipment, status controls, and the structure list to trace hierarchies under a contract.

Learn how to create a service order tied to a contract in SAP, assign it to a functional location, and track costs and revenues as a cost object.

Release and process a service order in SAP by applying permits, approving costs, and assigning responsibility to a work center or person, ensuring the order moves into processing.

Demonstrates how a purchase order linked to a service order via account assignment posts costs to the service order, using paint costing $77 and a goods receipt.

Summarizes the service contract process, including revenue from the contract and costs captured on service orders. Shows the annual maintenance agreement, billing plan, planned costs, settlements, and contract profitability.

Learn how SAP handles in-house repair through repair orders, item categories and lines, returns deliveries, and serial-number based goods receipt, tracking each step from receipt to repair.

Learn how task lists supply default operational steps for repair service orders, including work centers, plants, and timing, and how to select them manually or automatically via service products.

Fix planned costs in SAP service orders by correcting the costing variant keys and placing the hourly rate in the fixed price field to reflect internal labor.

Explore service execution in an in-house repair scenario by updating a service order—tracking status, costs, and scheduling, assigning technicians, and adjusting operation estimates and dates.

Explore how to use the service order list report (IW72) to manage workload, filter by status and dates, and perform mass changes in SAP service management.

Create and post an outbound delivery for a repaired item, using transfer orders and goods issue, ensuring sales order stock and the repaired serial number stay linked.

Learn time and materials billing for in-house repairs by transforming service order costs into billable line items with resource related billing (dpi 90), then finalize with debit memo and invoice.

Examine repair workflows, detailing requirements types, service items with cost management, and how resource related billing transforms labor and material costs into service orders via dip profile and material determinations.

Explore a field service scenario that dispatches technicians to install a laser, using optional notifications to create service orders from sales orders with flexible pricing and resource related billing.

Create a standard sales order to sell laser 2098 and its installation for the new customer California Research Laboratories, San Diego, then add installation as a future line item.

Create installation material for field service by copying an existing item, then set the material type to service with delivery and configure plant, tax, and item category.

Learn methods to default a requirements type on a sales order line: adjust MRP views for the install item, or use item category determination to assign a custom requirements type.

Learn to configure a new requirements type to default the installation material in SAP customer service (CS/SM) service management, troubleshoot missing T399A entries, and verify automatic service order creation.

demonstrate defaulting the requirements type for the install material by adjusting the determination of requirement types, then validate the default on the sales order.

Create a new maintenance task list under service agreements, copy a general template, configure the work center and status, define steps like prep area and electrical test, then save.

Create a sales order for a laser and installation service, apply a special price, check stock and pricing, generate a service order, and review scheduling lines, work center, and tasks.

Learn how to add equipment to a service order, capture serial and equipment numbers, link to the service order, and schedule and release an installation with a field team.

Enter and confirm Samuel's installation hours in SAP service management, record work finished status and costs for the service order, and review document flow to verify equipment history and profitability.

Navigate equipment history in field service by reviewing serial data, the history and action logs, and linked service orders, including plan maintenance and status changes of items over time.

Explore how to configure a serialization profile in SAP to manage serial number usage, equipment linkage, and automatic equipment creation during goods receipt and issue.

Navigate field service notifications with the object info feature to view a serial number’s full history, including linked equipment, related orders, and the document flow.

Explore customer service and service management fundamentals, including service contracts, service orders, monthly billing, in-house repairs, field service installations including laser, serialization, notifications, and time logging, with hands-on SAP practice.