Docstoc

IC Customer Serv. _ Supp

Document Sample
IC Customer Serv. _ Supp Powered By Docstoc
					EHP3 for SAP ERP
6.0
September 2009
English




                        Interaction Center Service
                        (C80)
                        Business Process Documentation




SAP AG
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany
SAP Best Practices                                                Interaction Center Service (C80) - BPD




Copyright
© Copyright 2008 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the
express permission of SAP AG. The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software
components of other software vendors.
Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390,
OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli,
Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered
trademarks of IBM Corporation.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks
of Adobe Systems Incorporated in the United States and/or other countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks
or registered trademarks of Citrix Systems, Inc.
                                                                                 ®
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C , World Wide Web
Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology
invented and implemented by Netscape.
MaxDB is a trademark of MySQL AB, Sweden.
SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services
mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG
in Germany and in several other countries all over the world. All other product and service names
mentioned are the trademarks of their respective companies. Data contained in this document serves
informational purposes only. National product specifications may vary.
These materials are subject to change without notice. These materials are provided by SAP AG and its
affiliated companies ("SAP Group") for informational purposes only, without representation or warranty
of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The
only warranties for SAP Group products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as
constituting an additional warranty.




© SAP AG                                                                                      Page 2 of 22
SAP Best Practices                                 Interaction Center Service (C80) - BPD




Icons

  Icon                Meaning
                      Caution

                      Example


                      Note

                      Recommendation

                      Syntax




Typographic Conventions

 Type Style          Description
 Example text        Words or characters that appear on the screen. These include field
                     names, screen titles, pushbuttons as well as menu names, paths and
                     options.
                     Cross-references to other documentation.
 Example text        Emphasized words or phrases in body text, titles of graphics and tables.
 EXAMPLE TEXT        Names of elements in the system. These include report names,
                     program names, transaction codes, table names, and individual key
                     words of a programming language, when surrounded by body text, for
                     example, SELECT and INCLUDE.
 Example text        Screen output. This includes file and directory names and their paths,
                     messages, source code, names of variables and parameters as well as
                     names of installation, upgrade and database tools.
 EXAMPLE TEXT        Keys on the keyboard, for example, function keys (such as F2) or the
                     ENTER key.

 Example text        Exact user entry. These are words or characters that you enter in the
                     system exactly as they appear in the documentation.
 <Example text>      Variable user entry. Pointed brackets indicate that you replace these
                     words and characters with appropriate entries.




© SAP AG                                                                    Page 3 of 22
SAP Best Practices                                                                      Interaction Center Service (C80) - BPD




Contents
Interaction Center Service ..........................................................................................................5
1     Purpose ...............................................................................................................................5
2     Prerequisites........................................................................................................................5
    2.1     Master Data and Organizational Data ..........................................................................5
    2.2     Integration of System Users and Employees ERP <-> CRM .......................................5
      2.2.1        Creating System Users (SAP ERP) ......................................................................5
      2.2.2        Assigning Role to System Users (SAP ERP) .......................................................6
    2.3     Roles ............................................................................................................................7
    2.4     Log on to CRM WebClient UI .......................................................................................7
    2.5     Integration of ERP Service Notification ........................................................................9
      2.5.1        Configuring Transaction Launcher ........................................................................9
      2.5.2        Creating Logical Link for Transaction ................................................................ 10
      2.5.3        Creating Work Center for Transaction ............................................................... 11
      2.5.4        Assigning Work Center to the Navigation Bar Profile ........................................ 11
3     Process Overview Table .................................................................................................. 13
4     Process Steps .................................................................................................................. 14
    4.1     E-Mail Processing ..................................................................................................... 14
      4.1.1        Send E-Mail ....................................................................................................... 14
      4.1.2        Select E-Mail ...................................................................................................... 14
      4.1.3        Identify and Confirm Account ............................................................................. 15
      4.1.4        Check Account Fact Sheet ................................................................................ 16
      4.1.5        Process Solution ................................................................................................ 16
      4.1.6        Provide Solution by E-Mail ................................................................................. 17
      4.1.7        Complete Interaction Record ............................................................................. 18
      4.1.8        End Interaction ................................................................................................... 18
    4.2     Inbound Call Processing ........................................................................................... 19
      4.2.1        Identify and Confirm Account ............................................................................. 19
      4.2.2        Check Customer Interaction History .................................................................. 19
      4.2.3        Take Notes with Scratch Pad ............................................................................ 20
      4.2.4        Create an ERP Service Notification (Optional) .................................................. 21
      4.2.5        Complete Interaction Record ............................................................................. 21
      4.2.6        End Interaction ................................................................................................... 21




© SAP AG                                                                                                                       Page 4 of 22
SAP Best Practices                                          Interaction Center Service (C80) - BPD




Interaction Center Service

1 Purpose
The purpose of this document is to describe the typical activities of a service interaction
center agent interacting with a customer by e-mail and telephone. It gives you a step-by-step
view of how agents process inbound e-mails and phone calls and which functions they can
use during this process.
This document summarizes several activities in a logical sequence. Generally, the completion
of one activity is the prerequisite for the next activity. Depending on the configuration carried
out in your project, some titles of tab pages and screen elements might appear different from
the description in this document.


2 Prerequisites
2.1 Master Data and Organizational Data
Use
Essential master and organizational data were both created in and/or replicated to your CRM
system during the implementation phase, such as the data that reflects the organizational
structure of your company and master data that suits its operational focus, for example,
master data for materials and customers.
Use your own master data (or the following Baseline Package scenario data listed below if
you have installed an SAP Best Practices Baseline Package) to go through the Business
Process Documentation:
Master / org. data      Value                       Master / org. data details      Comments
Sold-To Party           100000                      Customer Domestic 00
Contact Person          Monika Ziegler
Telephone Number        +491234444
E-Mail Address          bpcrmtest@yahoo.com
Installed Base          <Number>                    Best Practices IBase 01         YBP_IB01
Component               <Number>                    Monitor Standard
Product                 H21                         Trading Good...
Problem                 Printer doesn’t work
Service                 INVESTIGATION               Service Investigation




2.2 Integration of System Users and Employees ERP
    <-> CRM
2.2.1       Creating System Users (SAP ERP)
Use

© SAP AG                                                                               Page 5 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




If not already done, you need to create some additional system users in the ERP system.
These users are required to perform the ERP steps of the Business Process Documentations
of the SAP Best Practices scenarios.

Procedure
1. To create a new system user, choose one of the following navigation options:

    Transaction code            SU01
    SAP ERP GUI menu            Tools  Administration  User Maintenance  Users

2. In the User field, enter the system user name IC_AGENT_SRV.
3. Choose Create (F8).
4. Enter the following data:

    Field name                  Value
    Address tab page
    Last name                   Anderson
    First name                  Ann
    Function                    Service Agent
    E-Mail                      <E-mail address> (optional)
    Logon data tab page
    Initial password            Initial
    Repeat password             Initial
    User Type                   Dialog
    Profiles tab page
    Profile                     Leave empty. Will be assigned in the next activity

5. Choose Save (Ctrl+S).

Result
Additional system user is created in the ERP system.



2.2.2         Assigning Role to System Users (SAP ERP)

Use
The users created in the preceding activity will be used in order to access specific ERP
transactions from the CRM system.
In order to avoid that these users will be able to access additional transactions, a PFCG role
has to be assigned to the users to limit the authorizations.

Procedure
1. The predefined authorization roles are provided as attachment BP_CRM_ROLES.ZIP to
   the general SAP note for this SAP Best Practices version. Download and unzip the roles
   to your local directory.



© SAP AG                                                                             Page 6 of 22
SAP Best Practices                                          Interaction Center Service (C80) - BPD




2. Access the activity using one of the following navigation options:
    Transaction code             PFCG
    SAP ERP menu                 Tools  Administration  User Maintenance  Role
                                 Administration  Roles

3. Choose Role  Upload and upload the following roles from your local directory:
    Role ID                              Name
    BP_ICAGENT_SRV                       BP CRM UIU Interaction Center Agent Service

4. Choose Change.
5. Choose tab Authorizations.
6. Choose Change Authorization Data.
7. Adapt authorizations if required.
8. Choose Save.
9. Choose Generate.
10. Choose Back.
11. Choose tab User.
12. Enter user IC _AGENT_SRV in field User ID.
13. Choose User Comparison.
14. Choose Complete Comparison.
15. Choose Save.


2.3 Roles
Use
The following roles must have been created to test this scenario using the SAP CRM
WebClient UI. The roles in this Business Process Documentation need to be assigned to the
system user(s) testing this scenario.
Log on to the CRM WebClient UI with the following users:
 System User           Business Role             Bus. Role ID        Employee        Password
 IC_AGENT_SRV          BP CRM UIU                BP_ICAGENT_         Ann Anderson    welcome
                       Interaction Center        SRV
                       Agent Service
 IC_AGENT_SUP          BP IC Agent Service       BP_ICA_SRV          Peter Best      welcome




              In case the password is invalid try the initial password initial.




2.4 Log on to CRM WebClient UI
Use


© SAP AG                                                                            Page 7 of 22
SAP Best Practices                                          Interaction Center Service (C80) - BPD




The purpose of this activity is to describe how the service agent gets first access to the SAP
CRM WebClient UI. There are two options: Access from SAPGUI or via URL.

Prerequisites
The appropriate SAP CRM WebClient role for the service agent has been assigned to the
service agent system user (IC_AGENT_SRV) in the CRM system.

Procedure
1. Close all open browser windows.
2. Access the SAP CRM WebClient UI:

Option 1: Access from SAP GUI:
1. Log on to the CRM system with the user for the BP IC Agent Service (IC_AGENT_SRV).
2. From the SAP menu choose Favorites. From the context menu choose Add Other
   Objects.
3. Select URL type BSP Application.
4. Enter the following data:
     Field name                   User action and values
     BSP Applicat.                CRM_UI_FRAME
     Description                  CRM WebClient UI
     Start Page                   default.htm

5. Choose CRM WebClient UI from the Favorites.
6. In the dialog box Connect to <hostserver> enter the following data and choose OK:
     Field name                   User action and values
     User name                    IC_AGENT_SRV
     Password                     welcome


Option 2: Access via URL:
The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). The
URL of the CRM WebClient UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/bc/bsp/sap/
crm_ui_frame/default.htm

For example: http://vmw1234.wdf.sap.corp:50010/sap/bc/bsp/sap/crm_ui_frame/default.htm

Host Name, Domain Name and Extension can be derived from the message server of the
underlying CRM system.

The port can be determined as follows:

1. Call transaction SMICM.
2. Choose Goto  Services.
3. From the Active Services list choose the port for the HTTP service.

Result


© SAP AG                                                                             Page 8 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




You have entered the SAP CRM WebClient user interface as BP IC Agent Service with user
IC_AGENT_SRV.



2.5 Integration of ERP Service Notification
Use
In order to integrate extended ERP service functionality like ERP Service Notification, the
ERP SAP GUI transactions can be included into the CRM WebClient.


            You can skip this section if this kind of ERP integration is not relevant at all to
            your business scenario.
After implementing some additional configuration steps, the service agent is able to create an
ERP Service Notification by starting the ERP SAPGUI transaction directly from the CRM
WebClient. UI.

Procedure
Implement the additional configuration steps which are described in the following chapters.



2.5.1       Configuring Transaction Launcher

Use
For each GUI transaction to be called the transaction launcher is needed to be configured.
For the option the following SAP GUI transaction will be made accessible from the CRM
WebClient.
 Transaction                   Source System           Field Entry
 IW51                          ERP                     Create Service Meldung


Procedure
1. Access the activity using one of the following navigation options:
    Transaction code          CRMC_UI_ACTIONWZ
    SAP CRM IMG menu          Customer Relationship Management  UI Framework 
                              Technical Role Definition  Configure Transaction Launcher

2. Enter the following data in the steps of the Wizard (if not offered by the input help, enter
   directly):
    Field Name                 Field Entry
    Screen 1 – Introduction (Continue)
    Screen 2
    Launch Trans. ID           YBP_ERP_TX_IW51
    Component Set              ALL




© SAP AG                                                                                 Page 9 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




    Field Name                 Field Entry
    Screen 3
    Description                ERP Transaction IW51
    Class Name                 CL_ERP_TX_IW51
    Stateful
    Raise Veto
    Screen 4
    Transaction Type           A – BOR Transaction
    Logical System             <Logical system (for ERP or CRM) defined for the transaction
                               launcher in the previous step> (e.g., RS5CLNT213)
    BOR Object Type            TSTC
    Methode Name               EXECUTE
    Screen 5
    Parameter                  Object Key
    Value                      IW51
    Screen 6
    Parameter                  <Leave it blank>
    Screen 7
    Choose Complete



2.5.2          Creating Logical Link for Transaction

Use
This activity defines logical links to be used in the CRM WebClient UI. A logical link is defined
for each transaction assigning the corresponding transaction launcher as parameter.

Procedure
Create direct link YB-TX-IW51 and make it available on the WebClient UI under Account
Management for business role BP_ICA_SRV.


1. Access the activity using one of the following navigation options:
    Transaction code             CRMC_UI_NBLINKS
    SAP CRM IMG menu             Customer Relationship Management  UI Framework 
                                 Technical Role Definition  Define Navigation Bar Profile

2. Choose view Define Logical Links and create a new link with the following details:
    Field Name                   Field Entry
    Logical Link ID              YB-TX-IW51
    Type                         C Launch Transaction
    Target ID                    EXECLTX


© SAP AG                                                                              Page 10 of 22
SAP Best Practices                                          Interaction Center Service (C80) - BPD




    Field Name                  Field Entry
    Parameter                   YBP_ERP_TX_IW51
    Parameter Class             CL_CRM_UI_LTX_NAVBAR_PARAM
    Icon Name (optional)        GC_ICON_OBJECT_REPORT
    Title (EN)                  Create Service Notification (ERP)
    Title (DE)                  Anlage Service Meldung (ERP)
    Description                 ERP Transaction IW51

3. Save your entries.



2.5.3       Creating Work Center for Transaction

Use
This activity defines a new work center where the created logical link has to be assigned.

Procedure
Create a new work center.
1. Access the activity using one of the following navigation options:
    Transaction code            CRMC_UI_NBLINKS
    SAP CRM IMG menu            Customer Relationship Management  UI Framework 
                                Technical Role Definition  Define Navigation Bar Profile

2. Choose view Define Work Center and create a new work enter with the following details:
    Field Name                  Field Entry
    Work Center                 YB-WC-IW51
    Logical Link ID             YB-TX-IW51
    Title (EN)                  ERP SERVICE NOTIFICATION
    Title (DE)                  ERP SERVICE MELDUNG
    Desription                  Create ERP SERVICE Notification
    ICON Name                   ERP SERVICE NOTIFICATION
    Title                       Create ERP SERVICE NOTIFICATION
    Desription                  Create ERP SERVICE NOTIFICATION
    ICON Name                   ERP SERVICE NOTIFICATION

3. Save your entries.



2.5.4       Assigning Work Center to the Navigation Bar Profile

Use
This activity allows the assignment of the work center to the relevant navigation bar profile.




© SAP AG                                                                             Page 11 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




Procedure
1. Access the activity using one of the following navigation options:
    Transaction code            CRMC_UI_NBLINKS
    SAP CRM IMG menu            Customer Relationship Management  UI Framework 
                                Technical Role Definition  Define Navigation Bar Profile

2. Choose view Define Profile and select the entry IC_AGENT. Afterwards click on the
   button Assign Work Centers and the button New Entres.:
    Field Name                  Field Entry
    Work Center                 YB-WC-IW51
    Position                    33

3. Save your entries.

Result
You added now a new work center to the navigation bar profile which is assigned to the
business role BP_ICA_SRV. You are now enabled to jump from the navigation bar into the
ERP in order to create a service notification.




© SAP AG                                                                          Page 12 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




3     Process Overview Table
 Process step           Business condition        Business role         Expected results
 Inbound E-Mail Processing

 Send E-Mail                                      Customer              E-Mail

 Select E-Mail          E-Mail                    IC Agent Service

 Identify and Confirm   Account                   IC Agent Service      Account Confirmation
 Account

 Check Account Fact     Account Data              IC Agent Service      Information about
 Sheet                                                                  Customer

 Process Solution       Solution Database         IC Agent Service      Suitable Problem and
                                                                        Solution

 Provide Solution by    Suitable Problem and      IC Agent Service      E-Mail with solution
 E-Mail                 Solution

 Complete               Document Activity         IC Agent Service      Interaction Record
 Interaction Record

 End Interaction                                  IC Agent Service      End Interaction

 Inbound Phone Call Processing (Service Ticket)

 Identify and Confirm   Business Partner Data     IC Agent Service      Account Confirmation
 Account

 Check Customer         Activities, Documents     IC Agent Service      Information about
 Interaction History                                                    Customer

 Take Notes with        Scratch Pad               IC Agent Service      Notes during call
 Scratch Pad

 Create ERP Service                               IC Agent Service      ERP Service Notification
 Notification
 (Optional)

 Complete               Activities, Documents     IC Agent Service      Interaction Record
 Interaction Record

 End Interaction                                  IC Agent Service      End contact




© SAP AG                                                                              Page 13 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




4 Process Steps
4.1 E-Mail Processing
4.1.1       Send E-Mail

Use
A customer sends an e-mail to the service address of a service interaction center using his
own e-mail account.

Prerequisites
In order to process an incoming customer e-mail you need an existing e-mail account. For this
scenario, SAP Best Practices for CRM has created an e-mail account at Yahoo! with user
bpcrmtest and password bptest.
For information on the e-mail setup of the Interaction Center (for example, for the correct
service e-mail address) refer to the corresponding Configuration Guide, section E-Mail Setup.

Procedure
Having an external e-mail account, carry out the following steps to send an e-mail to the
Interaction Center (you can use e-mail account bpcrmtest with password bptest on the Yahoo!
homepage).

1. On the Yahoo! homepage (that is: http://www.yahoo.com/), choose             Mail.
2. Enter your Yahoo!-ID and Password in the corresponding fields (for this scenario enter
   user ID bpcrmtest with password bptest).
3. Choose Sign In.
4. Choose Compose on the upper part of the screen.
5. Enter the service e-mail address of your Interaction Center (for example,
   MAILADM@<domain>) in the address field (To:).



            Ask your system administrator for the correct recipient e-mail address.
6. As subject and/or text of the e-mail, use the keywords of the solutions that were created
   in the CRM system during the installation (for example, “monitor”).
7. Choose Send.

Result
You have sent an e-mail to the Interaction Center.



4.1.2       Select E-Mail

Prerequisites
The CRM system has been set up for inbound e-mails by your system administrator.



© SAP AG                                                                               Page 14 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




An e-mail address is maintained in the master data of the business partner sending an
e-mail (for example, e-mail address bpcrmtest@yahoo.com in the master data of the <Sold-
To Party> or the <Contact Person>.
The interaction center agent has been assigned to the E-Mail Handling Workflow. (see
section E-Mail Inbox in the Configuration Guide for Interaction Center).
You are logged on to the CRM WebClient as IC agent for service with user ic_agent_srv and
password welcome.

Procedure
1. From the navigation bar choose Inbox.
2. Enter the following search criteria:
     Field name          User action and values
     Inbox Search
     Category            E-Mail

3. Choose Search.
4. In the result list highlight the new inbound e-mail (with status Open) and choose Reserve.


         Now the e-mail is locked by the IC agent for customer service Ann Anderson (now
         being the responsible employee) for further processing. The status switches from
         Open to In Process.
         To undo an e-mail reservation, choose Reset Reservation. The e-mail will be
         available again for other agents.
5. For further processing (see process steps below) choose Interact.
6. You are automatically taken to the Account Identification area.

Result
The e-mail has been selected by the responsible agent.



4.1.3       Identify and Confirm Account
Use
As an Interaction Center agent for customer service you process an e-mail of the <Contact
Person> of a <Sold-To Party>. Both parties already exist as business partners in the CRM
system.

Procedure
1. In the Account Identification area check the business partners that are determined by the
   e-mail address.
2. If there is more than one contact person related to the calling company, select the
   relevant <Contact Person> fom the list below.
   If there is only one contact person related to your business partner, then obviously no
   selection is necessary.




© SAP AG                                                                           Page 15 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




            If you have accidentally chosen the wrong account/contact person, you can edit
            the Account workspace choosing Edit.
3. To confirm the business partner, choose Confirm.

Result
The calling business partner <Contact Person> has been identified and confirmed.



4.1.4       Check Account Fact Sheet

Use
The account fact sheet provides a structured overview of important information existing for a
certain customer.

Procedure
1. From the navigation bar choose Account Fact Sheet.
2. You get information about, for example, components, calls and various documents at a
   glance.
3. Check if the confirmed installed base is displayed correctly in the account fact sheet.

Result
The account fact sheet provides all details concerning your customer in a structured way.



4.1.5       Process Solution

Use
The Knowledge Search is a search and learning engine that provides an easy search method
for solutions for customer’s problems stored in a solution database.

Procedure
(1) Display E-Mail
1. From the navigation bar choose E-Mail to display the whole e-mail.

(1) Search for Solutions
2. From the navigation bar choose Knowledge Search.
3. As knowledge base select Solution Database and language English.
4. Enter the problem text (“Printer defective”) in field Search Terms and choose Search.
5. In workspace Search Results you find a list of possible solutions concerning the
   customer’s problem.




© SAP AG                                                                            Page 16 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




          If there is more than one solution provided, the list is sorted by relevancy. The top
          symptom is the one that might match the customer’s problem best.


          If no symptom and solution appears after starting the search, it may be that you first
          need to compile the solution database index (see section Compiling Problems and
          Solutions in the Configuration Guide for building block C26 - CRM Service).
6. To display the solution details of the <Problem>, click on the corresponding entry.

(2) Add Solution to Solution Cart
1. When displaying the relevant <Problem>, choose Add to Cart.
2. You can now see the selected problem/solution in the Cart workspace.

Result
The Knowledge Search provides a list of problems and solutions that match the search
criteria.
The solution cart contains the selected solution(s). You can send the solutions to an e-mail
recipient if the problem can be solved by following the instructions provided in the solution.
You can also send the solutions to a service order, for example if the product needs to be
repaired.
In our business scenario the solutions are provided to the customer by e-mail reply.



4.1.6       Provide Solution by E-Mail

Use
You can send the solutions to an e-mail recipient if the problem can be solved by following the
instructions provided in the solution.

Prerequisites
An e-mail address has been maintained for the account.

Procedure
1. To send the solutions to the customer by e-mail, highlight the relevant solution(s) in the
   solution cart and choose E-Mail.
2. Complete the e-mail if necessary:
       Workspace E-Mail (New) (for example, subject, e-mail text, etc.)
       Workspace E-Mail Header (for example, sender or recipient address, attachments,
        etc.).


          In order to edit the account’s e-mail address, first choose Check.
3. In order to attach a document to your e-mail reply, choose Browse in workspace
   Attachments and select the corresponding file.
   Then choose Add to add the file as attachment.
4. Choose Send.


© SAP AG                                                                              Page 17 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




5. You get the information message Message sent.

Result
You have provided a solution to your customer via e-mail reply.



4.1.7       Complete Interaction Record

Use
You can add further information to the interaction record, for example, add notes and
attachments, or create follow-up activities. In this scenario, these are just optional steps.

Procedure
1. From the navigation bar choose Interaction Record.
2. In workspace Notes you can add further descriptions or notes if necessary.
3. In the Overview workspace choose Save.

Result
You get the message that BP IC Activity transaction <no> has been created.



4.1.8       End Interaction
Procedure
To end the interaction with the customer, choose End in the application toolbar.


          By choosing End, the agent completely ends the interaction in the system.
          The agent is ready for the next activity.

Result
All fields are cleared and you are ready to process the next interaction.




© SAP AG                                                                               Page 18 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




4.2 Inbound Call Processing
4.2.1       Identify and Confirm Account

Use
The solution provided by e-mail didn’t solve the customer’s problem, so the customer is
calling the call center by phone to get additional help.
In case there is no CTI integration established, you first need to identify the customer when
processing the inbound phone call.
As an Interaction Center agent for customer service, you process a call of the <Contact
Person> of a <Sold-To Party>. Both parties already exist as business partners in the CRM
system.

Prerequisites
You have logged on to the Interaction Center WebClient as ic_agent_srv with password
welcome.

Procedure
1. From the navigation bar select the Account Identification area.
2. Via field Account or Account ID, enter the respective data for the calling <Sold-To Party>
   and press Enter.
3. If there is more than one contact person related to the calling company, select the
   relevant <Contact Person> from the list below.


         If you have accidentally chosen the wrong contact person, you can clear the
         Account workspace by choosing Cancel.
4. Choose Confirm to confirm <Sold-To Party> and <Contact Person>.

Result
The calling business partner has been identified and confirmed.



4.2.2       Check Customer Interaction History
Use
Displaying the customer interaction history you can check all previous contacts and
documents that have been processed for a certain customer, for example telephone calls,
(sales) orders that have been created, and so on.

Prerequisites
The business partner data is correctly displayed in the Account workspace.

Procedure
1.   In the navigation bar choose Interaction History.




© SAP AG                                                                            Page 19 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




2.   If not already done automatically, you can further restrict the search for interaction
     information by entering the necessary details in the following fields:
     Field name       User action and values           Comment
     Show             To list all information types,   Select the relevant information type in the
                      do not select anything.          input help to choose which type of
                                                       interaction information you want to view.
     From Date        Dates                            Select the period for which you would like
     to                                                to see the information.
     Transaction      Number of the transaction        A single transaction can be displayed.
     Number
     Description      Description of the transaction   A single transaction can be found by
                                                       searching for the description.
     Account ID       <Sold-To Party>                  The account ID is displayed automatically
                                                       when accessing the Interaction History.


          If necessary you can clear the search fields by choosing Clear.
3.   Choose Search.
4.   In the Customer Interactions - Result list you can now see all previous activities
     concerning the customer.

Result
According to your search criteria, the customer interaction history is displayed.



4.2.3         Take Notes with Scratch Pad

Use
During the customer call you can easily take notes on the scratch pad and transfer this
information to the Interaction Record to wrap up the interaction.

Procedure

1. Click on        Scratch Pad to open the Scratch Pad dialog box.
2. In this text field you can type in any information you receive from the customer during the
   call.
3. Choose Close to close the scratch pad.


          You need to close the scratch pad in order to be able to import the notes in the
          particular document(s).
4. To transfer the text information to, for example, the Interaction Record, proceed as
   described in procedure step Create Service Order.

Result
The information about a customer’s problem you captured in the scratch pad during the call is
available to be copied in the Interaction Record at a later stage.


© SAP AG                                                                              Page 20 of 22
SAP Best Practices                                           Interaction Center Service (C80) - BPD




4.2.4       Create an ERP Service Notification (Optional)

      External Process

Use
The purpose of the following step is to create an ERP service notification referring to the
customer problems.

Procedure
Choose one or all of the business process documentation of the ERP building blocks for
Services Industries 198, 200 or 276 in order to create the Service Notification for the
customer’s problem directly out of the CRM system. In chapter Creating a Service Notification
is described how the Service Notification can be created directly.

Result
A Service Notification has been created.



4.2.5       Complete Interaction Record
Use
You can add further information to the interaction record, for example add notes and
attachments or create follow-up activities. In this scenario, these are just optional steps.

Procedure
1. From the navigation bar choose Interaction Record.
2. In workspace Notes you can add further descriptions or notes if necessary:
   Select a text type (for example, Note), place your cursor in the text field and either enter a
   text manually or choose Import Scratch Pad.
3. In the Overview workspace choose Save.

Result
The interaction record has been created and completed.



4.2.6       End Interaction

Procedure
1. To end the interaction with the customer, choose End in the toolbar.


          By choosing End, the agent completely ends the interaction in the system.
          The agent is ready for the next activity.

Result

© SAP AG                                                                              Page 21 of 22
SAP Best Practices                                         Interaction Center Service (C80) - BPD




After you have chosen End, all fields are cleared and you are ready to process the next call.




© SAP AG                                                                           Page 22 of 22

				
DOCUMENT INFO