Complaints and Returns Management in
E-Commerce 
Purpose
Your customers can create complaints so that you take action and meet their expectations. A complaint can be linked to a registered product or an installed base component. Complaints can also be linked to products from the product catalog. E-Commerce enables customers to manage their complaints and returns via the Web.
In this scenario customers register a product so as to activate its warranty. They then create complaints linked to a registered product with which they are not satisfied.
Prerequisites
|
Technical Component |
Component’s Function (within the Scenario) |
Minimum Release |
Maximum Release |
Classification |
|
CRM Server |
All scenarios |
4.0 |
4.0 |
mandatory |
|
Plug-In for OLTP |
Data Exchange R/3 |
2002.2 |
2003.1 |
mandatory, if R/3 is installed |
|
SAP R/3 |
CO-Integration |
4.6 |
Enterprise |
optional |
|
SAP BW |
Business Information Warehouse |
3.2 |
3.2 |
optional |
|
SAP Enterprise Portal |
Portal integration |
SAP EP 5.0 |
SAP EP 6.0 |
optional |
|
SAP CRM ICSS |
Internet Self Service functionality |
CRM ICSS 4.0 |
CRM ICSS 4.0 |
mandatory |
|
J2SE, Java Development Kit |
Java Virtual Machine to run the software |
J2SE 1.3.1 |
J2SE 1.3.1 |
mandatory |
|
SAP J2EE Engine |
Provides the servlet engine |
6.20 |
6.20 |
mandatory |
|
TREX |
Search Engine and Text-mining Engine |
TREX 5.0 |
TREX 5.0 |
mandatory |
ICSS is a
standalone application that does not require integration with SAP R/3 or SAP
BW. However, to run the current scenario, you do need SAP R/3 and SAP BW to be
installed.
Inbound Delivery
Processing