Processing a Customer Call (Variant B) 

Use

You play the role of an employee in a call center of the IDES AG, where you take a call from a customer. The customer informs you about a defect of an equipment. On the basis of this information, you create a service notification.

Procedure

  1. Call up the transaction as follows:
    2.

    Menu Path

    Logistics ® Customer Service ® Customer Interaction Center ® Front Office ® Front Office

    Transaction Code

    CICO

    You take a call from a Hitech AG customer.

  2. Enter the following data:
    3.

    Field

    Data

    The right-hand entry field of the Customer line

    Hitech

  3. Choose .

    4. The system displays customer number 1171.

  4. In the Contact Person line, choose the possible entries pushbutton.
  5. In the Hit List dialog box, position your cursor on a contact person, then choose .
  6. In the middle of the screen, choose .

    7. Your entries are now transferred to the business data (upper screen area), where you can use them for additional processing in the R/3 System (for example, creating a service notification.

  7. Choose .
  8. Enter the following data:
    9.

    Field

    Data

    Customer number

    1171 (defaulted)

    Sales organization

    1000 (defaulted)

    Distribution channel

    Not selected

    Division

    Not selected

  9. Choose .

    10. The system lists information for the customer.

  10. Choose until the Customer Interaction Center screen appears.

    11. The customer reports a defective piece of equipment. You enter a service notification.

  11. Choose the Service tab page.
  12. Choose .

    13. The system defaults the notification type, the customer number of the sold-to-party is taken from the business data display.

  13. Enter the following data:
    14.

    Field

    Data

    Equipment

    10003562

    Object part (1st field)

    PC

    Object part (2nd field)

    5

    Damage (1st field)

    PC

    Damage (2nd field)

    E

  14. Choose .
  15. Choose .

    16. The system displays the issued notification number.

  16. Choose End contact.
  17. Choose until the overview tree appears.