---
doc_type: fsd_product_capabilities
source: SAP S/4HANA Cloud Public Edition 2602 Feature Scope Description (v2.0, 2026-03-12)
module: Service
fsd_pages: 212–221
kb_version: 2602
last_updated: 2026-04-04
---

# SAP S/4HANA Cloud Service Capabilities

This document captures the Feature Scope Description (FSD) capabilities for Service (Chapter 3.15) — covering Service Master Data and Agreement Management, Service Operations and Processes, Customer Service and Support, and Workforce Management — from the SAP S/4HANA Cloud Public Edition 2602 release.

---

## 3.15 Service

You can manage your service cycle, starting with service contracts and continuing through the processing of service orders and service confirmations. You can use service analytics to adjust and optimize your business processes, and to identify objects that require your attention.

---

### 3.15.1 Service Master Data and Agreement Management

#### 3.15.1.1 Service Contract Management

> 📄 FSD Reference: p212

**业务背景 (Business Background)**:

Service contracts are outline agreements with business partners that define the services offered for a particular period. A service contract usually represents a long-term service agreement with customers. It defines the content and scope of services guaranteed within specific tolerance limits for certain parameters, for example, within predefined time frames.

You can work with service contracts that are made available by using corresponding application programming interfaces (APIs). You can also create service contracts and process them by using the corresponding app. You can set billing plans, adapt prices, and trigger the billing process for service contract items. You can extend the validity of a service contract item by enabling auto renewal or triggering manual renewal. You can cancel service contracts and service contract items.

**核心功能 (Key Features)**:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Scheduling of billing document request creation** | You can schedule a job for the automatic creation of billing document requests (BDRs) based on the billing plan of a released service contract item. |
| **Periodic billing plans** | You can use periodic billing plans to schedule individual dates for the billing of service contracts, independent of the provisioning of the service. Periodic billing plans have a start and end date. They bill fixed (predetermined) amounts at regular intervals, for example, a recurring quarterly maintenance fee in a maintenance contract. |
| **Ad hoc billing plans** | You can use ad hoc billing plans to flexibly define the dates on which billing is to occur and the value that is to be billed. |
| **Auto renewal** | You can enable auto renewal for a service contract item to extend the validity of the item automatically at the end of the contract. |
| **Price adaptation** | You can use the following methods to adapt prices if you require flexible pricing of service contract items: you can set a pricing date rule in the billing plan so that varying prices are determined according to varying pricing dates. Alternatively, you can set prices manually at billing request line level. |
| **Price agreements** | You can offer your customers individual prices, for example discounts for services and service parts, based on price agreements in service contracts. Prices from the price agreements are applied to the service transactions that are assigned to service contracts after service contract determination. |
| **Service contract determination** | The system automatically searches for and displays service contract items that service transactions such as service quotations and service orders can be assigned to. |
| **Change processes** | You can use change processes to make changes to existing service contracts, such as extending the validity period of service contract items (manual renewal) and changing the sold-to party of an active service contract. |
| **Object list** | You can enter objects (such as products, equipment, or functional locations) in the object list for which the contractual services defined in the service contract item can be claimed. |
| **Product list** | You can enter services and service parts in the product list of a service contract item. These services and service parts are included in the service product that is defined in the contract item and can be claimed in the course of subsequent service order processing with reference to a service contract. |
| **Service level agreement (SLA)** | You can define the attributes of service products (for example, maintenance or hotline) that you have agreed upon with your customers in service contracts. SLAs affect the pricing of services rendered for service contract items and the date calculation in service orders, to which the relevant service contract items refer. |
| **Maintenance plan** | You can use service contract items for planned recurring services that are implemented by maintenance plans. |
| **Configurable product** | You can add and configure a configurable product as a service contract item. You can select the characteristics and characteristic values that are defined in the product master data. In addition, you can see the impact of the selected characteristics and characteristic values based on the defined variant conditions on the price. This data is displayed in the pricing details of the service contract header and item. |
| **Credit management** | If you use Credit Management, credit checks can be automatically triggered for business partners (payers) when a service contract is saved in the released status. |
| **Service contract template** | You can create and manage service contract templates containing service contract data that is commonly reused in your service business. You can then create service contracts as follow-up transactions of a service contract template. This helps minimize the amount of time required to create a service contract. |
| **Mass processing of service contracts** | You can request the system to process large volumes of service contracts at a time. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

#### 3.15.1.2 Service Monitoring and Analytics

> 📄 FSD Reference: p214

**业务背景 (Business Background)**:

You can use analytics to address problems that may occur during the fulfillment of service transactions. Charts provide a clear overview of errors, execution, and confirmation issues as well as billing issues in service contracts, service orders, and service confirmations.

You can also use analytics to obtain information on a range of key performance indicators for service contracts and service orders.

**核心功能 (Key Features)**:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Service contract issues** | You can display and monitor a range of issues that may impede the fulfillment of service contracts in real time. |
| **Service order issues** | You can display and monitor a range of issues that may impede the fulfillment of service orders in real time. |
| **Service management overview** | You can display overview information about expiring service contracts and the profit margins of service contracts. Additionally, you can display overview information on incomplete service orders, overdue service orders, and the average service duration for service orders. |
| **Service contracts analysis** | You can obtain information on key performance indicators for service contracts. |
| **Expiring service contracts analysis** | You can obtain information on service contracts that have expired or are about to expire. |
| **Flexible analysis of service contracts** | You can analyze service contracts including their billing information using a flexible combination of dimensions. |
| **Service orders analysis** | You can obtain information on incomplete service orders. |
| **Overdue service orders analysis** | You can obtain information on overdue service orders. |
| **Flexible analysis of service orders** | You can analyze contract-based and non-contract service orders using a flexible combination of dimensions. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

### 3.15.2 Service Operations and Processes

#### 3.15.2.1 Service Order Management

> 📄 FSD Reference: p215

**业务背景 (Business Background)**:

The service solution supports a variety of functions for creating and processing service quotations, service order templates, service orders, and service confirmations.

Service quotations provide a cost estimate to customers for requested services.

Service order templates are used to define reusable sets of service-related data that minimize the amount of time required to create a service order.

Service orders are short-term agreements between service providers and service recipients. They contain the relevant information for specific service processes.

Service confirmations are used to confirm service orders.

You can manually create and edit service quotations, service order templates, service orders, and service confirmations. You can also process service quotations, service order templates, service orders, and service confirmations that are derived from external systems through the use of the corresponding APIs.

**核心功能 (Key Features)**:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Service quotation types** | You can create and edit two types of service quotations: standard service quotations and fixed price service quotations. |
| **Service quotation processing** | You can send service quotations to customers through an output channel. Customers can accept or reject service quotations or partially accept the service quotation by rejecting one or more of the quotation items. You can create follow-up quotations (requotes) if additional service items and service parts are required and which have not been specified in the accepted service quotation. |
| **Approval workflow** | You can trigger an approval process before sending a service quotation to a customer. |
| **Service order templates** | You can create and use templates for service orders that occur frequently in your service business. A service order template describes only the scope of planned services and not the actual execution. |
| **Service order types** | You can create and edit two types of service orders: Service orders that contain items where your customer is billed for the time and materials consumed and/or items where you have agreed on a fixed price; Fixed price service orders where you have agreed on a fixed price with your customer. |
| **Service order template types** | You can use service order templates and fixed price service order templates. Both types of service order template can contain various types of items such as service products, expenses, and service parts. |
| **Service contract determination** | The system automatically searches for and displays service contract items that you can assign to standard service orders and service quotations. |
| **Service bundles** | You can offer customers service products, service parts, and expense items as "bundles". Service bundles consist of a main item and one or more subitems. You can use two types of service bundles where either the main item or the subitems are pricing and billing relevant. |
| **Service order processing** | You can add various item types to service orders and cancel them. You can release billing-relevant service order items that have been completed for billing. |
| **Service confirmation types** | You can create and edit service confirmations for the two types of service orders. Alternatively, you can use partial service confirmations. |
| **Service confirmation processing** | You can cancel service confirmations. You can release billing-relevant service confirmations for billing. You can define a service confirmation as the final confirmation for a service order. |
| **Credit management** | If you use Credit Management, credit checks can be automatically triggered for payers under certain conditions when you save a service order. |
| **Simulative ATP check for service parts** | You can perform stock availability checks for service parts. |
| **Configurable product** | You can add and configure a configurable product with single-level variant configuration and use product variants in service order templates, service quotation, service order, and service confirmation processing. Based on the selected characteristics and characteristic values for the defined variant conditions, you can see the impact on the price at header or item level of a service transaction. |
| **Planned cost and revenue** | You can access planning data such as planned cost, planned revenue, and profit margins of service orders. |
| **Ad hoc billing plans** | You can use ad hoc billing plans in service orders to flexibly define the dates on which billing is to occur and the value that is to be billed. |
| **Scheduling creation of billing document requests** | You can schedule jobs for the automatic creation of billing document requests (BDRs) based on the billing plan of a service order item. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

#### 3.15.2.2 In-House Repair

> 📄 FSD Reference: p218

**业务背景 (Business Background)**:

In-House Repair supports companies that offer repair and maintenance services for products. These services are provided in-house at repair centers.

**核心功能 (Key Features)**:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Trigger customer return** | Use customer returns to trigger the logistics process for repair objects that are returned for repair. |
| **Create in-house repair** | Create in-house repairs and add repair objects to the in-house repair. |
| **Perform precheck** | Decide on the follow-ups to be performed within the in-house repair process for each repair object. |
| **Manage diagnosis** | Plan the diagnosis of the repair object in the repair order. Perform the diagnosis and record the actual consumption of services, service parts, and expenses in repair confirmations. |
| **Process repair quotation** | Edit and send out repair quotations for the repair object, and record whether the customer has accepted or rejected the repair quotation. |
| **Plan repair** | Schedule the repair of the object in the repair order and add the service employee who is to perform the repair. |
| **External procurement** | Procure non-stock service parts and external service providers who are required to perform the repair of the object. |
| **Perform repair** | Perform the repair for the repair object as defined in the repair order. Record the actual consumption of services, service parts, and expenses in repair confirmations. |
| **Prepare for billing** | Trigger the billing process for the diagnosis and the repair. |
| **Create outbound delivery** | Create an outbound delivery to send the repair object back to the customer. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

#### 3.15.2.3 Planned Recurring Service

> 📄 FSD Reference: p219

**业务背景 (Business Background)**:

You can use the planned recurring service to organize, plan, and schedule periodic services that occur repeatedly at certain intervals, such as regular maintenance. The solution saves costs by providing improved and transparent service planning and efficient scheduling.

**核心功能 (Key Features)**:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Processing maintenance plans for planned recurring service** | To plan recurrent maintenance service, you can create time-based and performance-based maintenance plans, and multiple-counter plans. In time-based maintenance planning, maintenance is performed in specific cycles, for example, every two months or every six months. With performance-based maintenance plans, you can plan regular maintenance based on counter readings maintained for measuring points of technical objects and products. You can create and assign maintenance items that describe which maintenance service must take place regularly for a technical object/product or a group of technical objects/products. You can assign a service order template to the maintenance item to specify the service that must be executed and the required service parts. You can determine the maintenance cycles as planning data. You can display the scheduled maintenance calls for a maintenance plan. When you schedule a maintenance plan and generate maintenance calls, the system generates maintenance call objects (service orders) for the due date and copies the relevant planning data into the call object. You can display the scheduled calls using the call history. |
| **Planning recurrent maintenance service with service order templates** | Service order templates describe service activities which are performed repeatedly. As a recurring service planner, you can use service order templates to standardize these recurring services. You can create general service order templates or service order templates for specific pieces of equipment, products, or functional locations. You can provide general information and specify validity periods for service order templates. When you assign a service order template to a maintenance item and the corresponding maintenance call is triggered, the system copies the service data from the service order template to the respective service order. |
| **Planning recurrent maintenance service with service contracts** | Service contracts describe the sold-to party, sales organization, and technical objects in the service orders generated for recurrent maintenance. When you assign a service contract item to a maintenance item and the corresponding maintenance call is triggered, the system copies the service data from the service contract item to the respective service order. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

### 3.15.3 Customer Service and Support

#### 3.15.3.1 Warranty Management

> 📄 FSD Reference: p220

**业务背景 (Business Background)**:

Warranty management enables the user to create, process, and post claims from a customer or to a supplier. As a central step of the process, a validation regarding the warranty terms is done to check the eligibility of reimbursement.

**核心功能 (Key Features)**:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Process a claim with the supplier** | Warranty claim processing enable users to create warranty claims that are forwarded to suppliers for reimbursement. This includes creating claims (based on repairs), validating claims for completeness and eligibility for reimbursement, and determining correct prices (for example materials, labor tasks) to claim the appropriate amount. Once the supplier responds, the claim processing supports the transparent maintenance of values and posting of the negotiated amount. |
| **Process a customer claim** | This scenario enables to create and process warranty claim from a customer that can be validated and decided upon. The payment for the reimbursement can be triggered then. |
| **Manage master warranties** | A warranty master data clerk can create and maintain master warranties, which are used to capture the contractual warranty situation. This builds the foundation for the validation with regards to an eligibility for reimbursement. The master warranty can be assigned to multiple equipment and is validated in the claim process. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

### 3.15.4 Workforce Management

> 📄 FSD Reference: p221

**业务背景 (Business Background)**:

SAP S/4HANA Cloud Public Edition supports the integration with a workforce management solution (currently SAP Field Service Management) to enable the features of the workforce management solution for field service or in-house repair activities.

**核心功能 (Key Features)**:

When a workforce management solution (for example, SAP Field Service Management) is integrated, you can use the features listed below in field service or in-house repair scenarios in SAP S/4HANA Cloud Public Edition:

| 功能 (Feature) | 说明 (Use / Description) |
|---------------|------------------------|
| **Release a service or repair order for scheduling and dispatch** | By releasing a service or repair order, you replicate the service or repair order to the workforce management solution for scheduling and dispatch. |
| **Update a technician in the corresponding service or repair order** | If SAP S/4HANA Cloud Public Edition receives data about the planned service technician, the information is automatically updated in the corresponding service or repair order in SAP S/4HANA Cloud Public Edition. |
| **Create and complete a service or repair confirmation** | If SAP S/4HANA Cloud Public Edition receives information about the completed tasks, a service or repair confirmation is created and then completed automatically in SAP S/4HANA Cloud Public Edition. |
| **Complete service items in a service or repair order** | If SAP S/4HANA Cloud Public Edition receives information that a service activity is closed, the corresponding service item in the service or repair order is completed automatically. |
| **Complete a service or repair order** | When all service items in a service or repair order are completed, the service or repair order is completed automatically in SAP S/4HANA Cloud Public Edition. |

**⚠ 限制与注意事项 (Constraints / Notes)**:
*(无)*

**关联Scope Items**: —

---

## Summary of FSD Sections Covered

| Section | Application Area | FSD Pages |
|---------|-----------------|-----------|
| 3.15 | Service | p212–221 |
| 3.15.1 | Service Master Data and Agreement Management | p212–215 |
| 3.15.1.1 | Service Contract Management | p212–214 |
| 3.15.1.2 | Service Monitoring and Analytics | p214–215 |
| 3.15.2 | Service Operations and Processes | p215–220 |
| 3.15.2.1 | Service Order Management | p215–217 |
| 3.15.2.2 | In-House Repair | p218 |
| 3.15.2.3 | Planned Recurring Service | p219–220 |
| 3.15.3 | Customer Service and Support | p220–221 |
| 3.15.3.1 | Warranty Management | p220–221 |
| 3.15.4 | Workforce Management | p221 |

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*Document generated from SAP S/4HANA Cloud Public Edition 2602 Feature Scope Description, pages 212–221.*
