Maintaining Responsibilities for Customer Service Areas 

Use

Use this transaction to add, delete, or change assignments of customer service representatives (CSRs) to customer service areas (CSAs).

Process

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       1.      On the Customer Service Area Handling screen, enter the selection criteria for the CSAs you want to maintain.

For example, you can enter a range of sales areas you want to reassign (perhaps for an entire geographical region) or see all changes made by a given user. If you also select the Number of AGs field, the resulting list indicates the number of allocation groups for each CSA (this is for information only and does not affect the database).

       2.      Choose Execute.

The system displays a list of all CSAs matching your selection criteria.

       3.      Do one of the following:

¡        You can assign one or more CSAs to a CSR.

You can reassign all CSAs for a given representative (for example, if a new person is taking over all CSAs for someone who has moved to a different position). In this case, you enter the user name of the previous representative along with the name of the new representative.

¡        You can assign or reassign substitutes for a CSR. Substitutes have the same authorizations as their corresponding CSRs.

¡        You can merge two or more CSAs into one area by selecting the CSAs and choosing Merge CSA Responsibilities.

Suppose you merge CSA 123 (whose CSR is Smith) and CSA 456 (whose CSR is Garcia) and call the new region 456. All the allocation groups belonging to the previous areas are now assigned to 456 and the CSR is Garcia. The screen still shows CSA 123 for Smith, but the traffic light for that line turns is red, indicating that no allocation groups are assigned to that CSA. If you exit the transaction and then reenter, the old CSA longer appears in the list.

¡        You can divide a CSA into smaller ones by selecting the CSA and choosing Split CSA Responsibilities.

The system displays a list of all allocation groups assigned to the CSA. Select a line and choose Assign CSA to AGs. When the dialog box appears, choose the CSA that is now to be responsible for the allocation group. For the next line, you can choose the same or a different CSA, and so on. You can reassign one allocation group to exactly one CSA.

¡        You can flag a CSA for deletion by selecting it and choosing Delete. The traffic turns from green to yellow or red. For example, if an allocation group is still assigned to the CSA, the yellow warning light appears. If you choose to proceed with the deletion flag, the system displays a warning message and asks you to check the exception log first before proceeding.

This does not just flag the representative for deletion; it marks the entire CSA for deletion, so use caution when using this function. The CSA is not physically deleted with this transaction. To carry out the actual deletion, run the /AFS/ARUN_CSA_REORGANISATION report.

¡        If you have one or more traffic lights that are yellow or red, you can select the lines and choose Show Exceptions Log. The log indicates the problem (for example, if you have just created a new CSA but have not assigned any allocation groups to it).

       4.      When you are finished, make sure to select all the lines you have modified. Then choose Save. The changed lines have to be selected or else, the system displays a message informing you the same.

Result

The system updates the list, along with the date and the user name of the person who made the change, plus an icon showing the type of change made. The traffic lights and icons from the latest changes no longer appear.