SAP Customer Service and Service Management Training
SAP Customer Service training teaches you to configure and run service processes in SAP S/4HANA Service, the successor to classic CS.
- 40 hours
- Intermediate
- Live online
- C_TS470_2412
What is SAP Customer Service and Service Management Training?
SAP Customer Service training teaches you to configure and run service processes in SAP S/4HANA Service, the successor to classic CS. You cover technical objects and equipment master data, service contracts and quotations, service orders and their lifecycle, in-house repair, warranty determination and claims, service confirmations, resource scheduling, service billing and credit memos, and integration with sales, materials management and plant maintenance. It maps to the C_TS470_2412 Service associate exam.
What you get
- Model an installed base with functional locations and equipment
- Configure service contracts with SLA and billing plans
- Run a service order from creation to confirmation and settlement
- Configure and execute in-house repair
Who this course is for
New to the field
- Service and after-sales professionals moving into SAP
- SD or PM consultants adding service
- Field service coordinators and planners
Working professionals
- Consultants on a service transformation project
- Equipment manufacturers digitising after-sales
- Anyone targeting the S/4HANA Service associate exam
Prerequisites
- SAP SD or PM exposure helps.
- Service or field operations experience is valuable and transfers well.
What you will be able to do
- Model an installed base with functional locations and equipment
- Configure service contracts with SLA and billing plans
- Run a service order from creation to confirmation and settlement
- Configure and execute in-house repair
- Set up warranty determination and claim processing
- Explain resource scheduling options for field service
- Configure resource related billing for service
Salary range
- India
- 7-24 LPA
- United States
- 100k-145k
Market ranges for SAP Service / CS Consultant, not a guarantee. Actual pay depends on experience, location and employer.
Curriculum
Service foundations and technical objects
Model the installed base before you service it.
- Classic CS versus S/4HANA Service
- Service organisation and org structure
- Functional locations and equipment
- Installed base and reference objects
- Serial numbers and equipment history
- Measuring points and counters
- Object structures and BOMs for service
- Master data governance for the installed base
Service contracts and entitlements
Define what the customer is entitled to, and price it.
- Service contract types and item categories
- Contract determination in service processes
- Response and resolution profiles
- Service level agreements and their monitoring
- Periodic billing plans for contracts
- Price agreements in contracts
- Contract renewal and cancellation
- Entitlement checking during service
Service orders and execution
Run the job from request to completion.
- Service order types and configuration
- Service order operations and components
- Planning resources and material requirements
- Order release and printing
- Service confirmations: time and material
- Technician assignment and dispatch
- Order status management and user statuses
- Costing and settlement of service orders
In-house repair and returns
Handle equipment that comes back to you.
- In-house repair process in S/4HANA
- Repair objects and repair orders
- Inbound logistics for returned equipment
- Diagnosis and repair decision
- Loaner and replacement handling
- Spare parts consumption
- Return shipment to customer
- Repair billing and warranty interaction
Warranty and claims
Decide who pays, correctly and consistently.
- Warranty types: customer and vendor
- Warranty determination during service
- Warranty checks and validity
- Warranty claim processing
- Recall and campaign handling overview
- Vendor warranty recovery
- Goodwill decisions and their control
- Reporting on warranty cost
Resource scheduling and field service
Get the right technician to the right job.
- Resource scheduling concepts
- Resource Scheduling for Maintenance Planners overview
- Capacity and qualification matching
- Scheduling boards and dispatch
- Mobile confirmation options
- Field service integration patterns
- Subcontracting service work
- Handling emergency and priority jobs
Service billing, analytics and integration
Invoice the work and prove service profitability.
- Debit memo requests from confirmations
- Resource related billing
- Fixed price versus time and material billing
- Credit memos and service disputes
- Service profitability analysis
- Fiori apps for service processing
- Integration with SD, MM and PM
- Integration with Field Service Management overview
Projects you will build
Installed base and contract setup
Build functional locations, equipment and serial numbers for a customer site, then create a service contract with response profiles and a billing plan.
Service order lifecycle
Create a service order from a customer notification, plan labour and parts, confirm the work and settle the order to the contract.
Repair and warranty scenario
Process an in-house repair for returned equipment, apply a warranty check, decide on chargeability and bill the difference.
Tools you will use
- Equipment and functional location master
- The installed base objects that every service transaction refers to.
- Service contract processing
- Contract creation, entitlement and periodic billing.
- Service order and confirmation apps
- Where the work is planned, dispatched, confirmed and costed.
- In-house repair processing
- Repair orders and the logistics around returned equipment.
- Warranty claim processing
- Determination, validity checks and vendor recovery.
- Resource related billing
- Turning confirmed time and materials into an invoice the customer accepts.
Certification
- Exam
- SAP Certified Associate, SAP S/4HANA Cloud Private Edition, Service
- Code
- C_TS470_2412
- Level
- Associate
- Exam fee
- US$560 (single exam)
What learners say
Resource related billing is the part clients always get wrong. Working through it with real confirmations made the logic obvious.
I run a service business and needed to understand what the system could do. The contract and warranty modules answered exactly that.
Adding service to an SD profile is a good move and this covered the differences properly rather than assuming SD knowledge carries over.
Fees and training modes
Choose how you want to learn. No-cost EMI is available on the live and 1-to-1 modes.
Most popular
Live Online Training
Talk to us
Contact for current batch fee
Interactive live batches, weekday or weekend, with the full cohort and lifetime recordings.
Fastest
1-to-1 Training
₹49,000
Fixed for every course, no-cost EMI
Private one-on-one coaching at a pace and schedule you set.
Affordable
Self-paced Training
₹9,000
One-time fee, lowest-cost option
Learn on your own time with recorded sessions and the same materials.
Refunds and cancellations are covered in our refund policy.
What a day looks like
- Dispatch issues
- A job that cannot be scheduled, usually a qualification, a capacity or an entitlement problem.
- Billing queries
- A service invoice the customer disputes, traced back to confirmation data or contract pricing.
- Configuration
- A new service order type, a warranty rule or a change to a response profile.
- Installed base data
- Equipment records that do not match reality, which quietly breaks entitlement and warranty.
- Integration checks
- Confirming parts consumption reached MM and that costs and revenue landed correctly in finance.
Training a team?
We run this course as private corporate training, tailored to your systems and scheduled around your team. Tell us your group size and what you need to cover.
Request a corporate quoteFrequently asked questions
Is this classic CS or S/4HANA Service?
Do I need SD experience?
How does this relate to Field Service Management?
Which certification does this map to?
Is plant maintenance knowledge needed?
Is there hands-on access?
Ready to start?
Talk to us about batch dates, the syllabus or anything else.