Identifying the Areas in Service

After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Name the systems and solutions used in service
  • Explain the concept of organizational data in service

Service Solutions and Systems

Make sure that your sound is on, then start with the interaction below to learn more about this unit:

The Bike Company has decided to use SAP S/4HANA Service to map the service business processes.

Overview of SAP S/4HANA Service

Watch the following video to learn more about SAP S/4HANA Service in the intelligent enterprise.


Service processes could formerly only be mapped via SAP Customer Service (CS) which is still available in SAP S/4HANA via the compatibility mode. The Bike Company has decided to use the enhanced features of SAP S/4HANA Service instead.

The design of SAP S/4HANA Service eliminates functional redundancies and data replication:

  • Best of both worlds: Identify functional redundancies, and select the most suitable object/engine/process.

  • Unify CRM and S/4HANA objects: Unified objects share the same database representation, thus require no middleware.

Organizational Structure

Start with the interaction below to learn more about the integration of SD and SAP S/4HANA Service.

You can refresh your knowledge of this topic going back to the unit Performing the lead to cash process, focusing on sales, lesson Identifying the areas in sales.

Organizational Model: Overview

Organizational Management in SAP S/4HANA Service offers you a flexible tool for handling your company’s task-related, functional organizational structure as a current organizational model.

You can maintain the company structure, including the positions and employees, and assign specific data (attributes) to the organizational units. In the system, you can open the Organization Model via HomeService OperationsOrganization Model:

System screenshot of the organizational model. Sales & service 1010 is at the top of the organizational hierarchy. Below it, we see is sales organization DE, interaction center DE, marketing organization DE, and service organization DE. Under the node of the service organization, there is service back office DE, and service technicians DE. The top node sales & service 1010 is selected and on the bottom of the screenshot we see various details about the organization unit such as descriptions, validity dated, and address.

The organizational model will be used for organizational data determination within the SAP S/4HANA Service scenario for Sales and Service.

How to Display an Organizational Structure for Service

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