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Jde Csms

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JDEtipsJournal
Customer Service Management System –
The Stealth Module

by Scott Hollowell, Asset Management Solutions, LLC

Editor's Note: We've waited a long time to find the right person to tell our audience exactly what the CSMS module does.
Scott proves the wait was worthwhile, as he does a great job explaining the basics and positioning the available functionality for our readers. CSMS probably touches more core areas of the software than any other module in the system. It is not just a coincidence that
Scott is also our Enterprise
Asset Management expert.

named it Service Management in
EnterpriseOne 8.9. With these name changes, it's little surprise many customers didn’t have a clue what CSMS was all about.

I just have to believe
[CSMS] has flown

JDEtipsJournal

March/April 2004 Volume V Issue 2

Overview
You might wonder why I refer tongue-in-cheek to the Customer
Service Management System
(CSMS) as the Stealth Module, but given the visibility and use this group of programs has received, I just have to believe it has flown under the IT Radar of most customers. I ran into a customer just recently at a Quest
User Group meeting who had never heard of the system, and was desperately looking for a solution that would help them address their customers’ requests for service on equipment they had purchased. Designed as a module to bridge the ManufactureSell-Service gap, CSMS was just what they were looking for.
One of the surest stealthy attributes has to be the name of the system over the years. Introduced as Customer Service Management System in B7331, it has also been known as Service &
Warranty Management (S&WM), and more recently, PeopleSoft has

under the IT Radar of most customers.

This article looks to take the covers off this functional and
versatile

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