Customer Service and CRM Service Community Overview

Version 2

    The Customer Service & CRM Service SIG is designed to assist new and current SAP customers involved in the Customer Service business (called Service Management prior to R/3 release 4.6) and the mySAP CRM Service business. The Customer Service & CRM Service SIG explores issues associated with a service business, such as training, global implementations, serialization of equipment, support contracts, warranties, plant maintenance, installed base management, and reporting. Current topics of particular interest include:

    • Service processing (service orders and notifications, contracts, warranties, etc.)
    • Service accounting (cost flow, resource related billing, invoicing, settlement, etc.)
    • Customer paid repairs
    • Customer Interaction Center (CIC)/Interaction Center (IC)
    • Service implementations using mySAP CRM Service
    • Business Communication Management (BCM) - Quality Monitoring and Built in integration use case development