The concept of CS is as below.

1. You need to create a customer equipment (install base) in plant maintenance c

omponent
2. If you are delivering any equipment to your customer then through serialisati
on process automatically the customer equipment will be created and you can have
a track of it.
3. After this the outbount warranty (customer warranty)will come in to picture .
you have to maintain that warranty in the equipment master record.
4. Customer service contracts are there where as per the customer requirement yo
u have to create service orders.
5. You have to use the maintenance plans with service category to plan your serv
ice accordingly
6. then there is a problem management and speedy resolution function is there us
ing response profile and action profile.
7.Action box functinality is also there.