Manage Service Contracts
Application component: S4CRM: Service Contract
App type: Transactional
Line of business: Service
Leading industry: Cross Industry
Solution capability: Service Contract Management (S/4)
Description:  With this app, you can create service contracts and service contract items according to the agreements on service provision that you have made with your customers. You can process service contracts and service contract items, and retrieve related information throughout their entire life cycles. In addition, you can monitor and process the service contracts that were synchronized from external systems. Note that integration with service order management, controlling, and financials ensures that you can implement end-to-end processes according to your business requirements. 
Monitor and error handling for service contracts
Key features:    Search for service contracts   Display, create, edit, cancel, and release service contracts and contract items   Set up periodic billing plans for service contract items   Use price adaptation functions for service contract items   Use ad hoc billing functions for service contract items   Enable auto renewal of service contract items   Renew an entire service contract or an individual item through change processes   Use change processes to change the sold-to party for a released service contract   Use price agreements to offer prices lower than those defined in other service transactions   Use service level agreements (SLAs) to define the attributes of service products in service contracts   Export a list of service contracts to a spreadsheet file (*.XLSX format)   Navigate to related applications from the transaction history   Manage service contracts that were created from another service transactions, such as solution quotations   Add and configure a configurable product as the service contract item   
Business roles: Customer Service Manager (Customer Management)| Customer Service Representative (Customer Management)
Service Technician - Customer Service : 
Is responsible for fixing the issue with the equipment at site. Travels to the customer location and identifies the issue with the equipment. Proceeds with the necessary steps for fixing the issue which may include procuring additional spare parts.

Service Planner - Recurring Service : 
Plans and manages all the related aspects of the recurring service process, from the management of maintenance plans to triggering the generation of service orders. 

Customer Service Representative (Customer Management) : 
Acts as a central contact for the customers service needs, handling customer service requests and communicating changes and adjustments. Creates and modifies service contracts, service orders and service confirmations.

Customer Service Manager - In-House Repair : 
Manages In-House Repair service processes, including repair planning, monitoring, process optimization and personnel management.

Billing Clerk : 
Processes invoices in time, monitors and manages the invoice process, works on a prioritized worklist (e.g. sorted by invoice date and value of invoice requests), creates, releases, and sends invoice documents.

Solution Order Specialist : 
Manages solution orders for customers. Creates, updates, orchestrates and monitos the solution order, order execution and coordination across delivery organizations, delivering reports on orders, executing order changes, etc.

Customer Service Representative - In-House Repair : 
Is responsible for coordinating In-House Repairs and ensuring their correct commercial processing. Manages received devices, quotations, repair orders and billing.

Credit Controller : 
Manages credit limits based on the credit policy of the company, and monitors customers' creditworthiness in close cooperation with the Sales and Distribution department and the Accounts Receivables Accountant.

Customer Service Manager : 
Understands overall status and performance of the service management process, which gives insights into financial performance of the service process.

Service Technician - In-House Repair : 
Is responsible for repairing devices or components which have been sent to the In-House Repair service. Executes and documents repairs.

Customer Service Manager (Customer Management) : 
Monitors and optimizes service processes, services planning, and coordinates services forces.