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Process documentationCoordination Between Customer Service and Gateway Agent

 

If you are a customer service agent and receive a forwarding order, you can assign it to a freight booking. A gateway agent can then check this assignment (in other words, confirm or reject it).

Prerequisites

  • You have defined auto-confirmation profiles in SAP NetWeaver Business Client under Start of the navigation path Application Administration Next navigation step General Settings Next navigation step Organization Interaction Next navigation step Auto-Confirmation Profile End of the navigation path.

  • You have defined rejection reason codes. For more information, see Customizing for Transportation Management under Start of the navigation path Basic Functions Next navigation step General Settings Next navigation step Define Rejection Reason Codes End of the navigation path.

  • You have defined freight booking types. For more information, see Customizing for Transportation Management under Start of the navigation path Freight Order Management Next navigation step Freight Booking Next navigation step Define Freight Booking Types End of the navigation path.

Process

  1. Creating the forwarding order

    As a customer service agent, you create a forwarding order and enter information about the business partners and locations involved and the items to be transported.

  2. Creating the transportation stages (optional)

    You create the transportation stages and select a predefined schedule.

  3. Defining the planning and execution organization

    You define the planning and execution organizations that are responsible for the transportation stages on the actual route. You also have the option of assigning a transportation stage to a freight booking.

  4. Starting the organization interaction process automatically

    • If you have executed step 2, you proceed as follows: If the organization interaction is activated for some stages on the actual route and you have finished working on the stages, you change the organization interaction status from Not Yet Requested to To Be Checked.

    • If you have not executed step 2, you proceed as follows: If you have assigned a stage to a booking for which the organization interaction is activated, the system automatically sets the status to To Be Checked.

  5. Starting the organization interaction process manually

    You can also start the organization interaction by manually setting the status to To Be Checked.

  6. Changing the organization interaction status to Confirmed

    If a booking is assigned to a stage for which an auto-confirmation profile exists, the system checks the rules that are defined in this profile. If the rules defined in the profile have been fulfilled, the system automatically sets the organization interaction status to Confirmed.

  7. Gateway Agent Check

    If the freight unit stages are not confirmed automatically, the gateway agent of the planning and execution organization must do this. As a gateway agent, if you accept the proposals provided by the customer service agent without changes, the system sets the status to Confirmed. If you change the data, for example, dates/times or quantities, the system sets the status to Confirmed with Deviations.

    If the customer service agent has not made an assignment to a freight booking, you, as the gateway agent, must do this.

    If you reject the proposals provided by the customer service agent, the system sets the status to Rejected. You can enter a reason for the rejection.

  8. Monitoring of the organization interaction status by the customer service agent

    As a customer service agent, you can check whether the gateway agent has accepted or rejected your proposals and can clarify any necessary changes with your customer.