S2C 101 · PROCESS MAP
What is Service to Cash?
Follow how SAP receives a customer issue, plans service, executes work, confirms entitlement, bills, and collects.
Service to Cash flow
Select any stage to explore
How the process works
Service to Cash connects a customer's service need with the operational work and commercial outcome that follow. The process identifies the customer and installed product, checks entitlement, plans the right resources, records what was actually delivered, and turns chargeable work into billing and cash while preserving a complete service history.
- 01
Request — How is a customer service need captured?
A service request records the customer, installed product, issue, priority, channel, and service-level commitment.
Example: A machine alarm reported through the portal is matched to its installed base and support contract.
- 02
Plan — How does a service order organize fulfilment?
The service order plans tasks, technicians, dates, parts, expenses, prices, and commercial responsibility.
Example: A dispatcher assigns a certified technician and reserves a replacement sensor for the visit.
- 03
Execute — How is field or depot service recorded?
Technicians record time, parts, travel, findings, checklists, and completion so operational and commercial facts agree.
Example: The technician replaces the sensor, records two hours, and captures the customer’s digital acceptance.
- 04
Bill — What makes service work billable?
Billing uses confirmed labor, parts, expenses, fixed-price terms, warranty, or contract entitlement to calculate the customer charge.
Example: Warranty covers the part but not travel, so only the approved travel charge reaches billing.
- 05
Learn — How does completed service improve future decisions?
Resolution codes, repeat visits, cost, margin, SLA performance, and failure patterns reveal product and service improvement opportunities.
Example: Repeated sensor failures trigger a quality investigation and a proactive service campaign.
SERVICE RECORD
One issue, one connected operational and commercial story
SAP links the incoming request to the installed product, contract or warranty, planned service order, technician confirmations, consumed parts, expenses, and billing documents. That document flow explains what the customer reported, what the business promised, what was delivered, and why a charge was or was not raised.
See how delivered work is recordedCONTROL POINTS
What keeps service delivery reliable and profitable?
Strong S2C design protects the customer promise while ensuring that technicians have the right information and that Finance receives accurate, supportable billing data.
Identity, priority, and entitlement
Customer, installed base, warranty, contract, SLA, priority, and routing determine what support is owed and how quickly the business should respond.
Explore service requests → BEFORE DISPATCHFeasible service plan
Skills, availability, parts, dates, location, safety needs, approvals, and commercial responsibility turn the request into executable work.
Explore service planning → BEFORE BILLINGComplete confirmation and charge logic
Labor, parts, travel, expenses, acceptance, warranty coverage, contract terms, pricing, tax, and billing relevance must support the final customer charge.
Explore service billing →THREE PERSPECTIVES
A good service outcome must agree for everyone
The issue is understood, response expectations are clear, progress is visible, and the resolution and any charge are easy to explain.
The right technician, parts, instructions, history, and entitlement information are available, and actual work is captured once at the source.
Revenue, warranty cost, contract consumption, margin, SLA performance, first-time fix, and recurring failure patterns come from trusted service facts.
Explore the service capabilities first, then compare depot and field execution in the practitioner map.
Choose the stage closest to your question. The pages are related references, not required lessons.