Dear All CSMS Users,
I cannot speak for the rest of the world but I can pass on my thoughts: CSMS is quite mature because it based upon the many years of experience that JDE has built up in Equipment Management & Service Billing. Call Management looks new but isn't quite: it is VERY rich in functionality but this is because this was developed for JDEdwards own internal Global Customer Support Services. Such a system had already been developed by JDE in World but never released to market (as far as I know). Service Order functionality always seems stuck in the dark ages in comparison - a difficult choice for small clients without Call Centers.
The only really new element is the Contract and the Entitlement Process. Knowledge Management is also new but few people use this as it isn't very hot - I understand that this will be rewritten for ERP9. The way that Service Orders and Contracts have the Workfile generated is new but the rest of the Billing Process is out-of-the-box, ie, proven technology.
Installed Base may look new but its essential elements are nothing more than simple bolt-ons to Fixed Assets/Equipment. I personally dislike the link to Fixed Assets and know of nobody that actually sells its Fixed Assets into their own Installed Base!!
My own work in Xe shows that it is all quite stable. Any undesirable features do lurk in the new areas such as Contracts, but the gaps are being plugged quickly so make sure you have the latest update.
