PLM301: Business Processes in Customer Service

mySAP Product Lifecycle Management (PLM)

Asset Life-cycle Management (ALM) Customer Service

Course Description

Code:	PLM301
Name:	Business Processes in Customer Service (5.2)
Level:	2
Length:	5 days

Objectives:

Gain an overview of Customer Service
Become familiar with the most important business process 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

Content:

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

Course Schedule

Online / Client site.