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Function documentationSpecifics for Interaction Center: Service Locate this document in the navigation structure

 

Compared to CRM Enterprise, the following specifics apply to the Interaction Center (IC) in the service area.

Features

  • There are two types of service orders in the Interaction Center:

    • Service Orders

      Service orders in the Interaction Center have the same functionality as service orders in CRM Enterprise and can also be postprocessed in CRM Enterprise if necessary.

      In the Interaction Center, IC agents can schedule service appointments for items that need repair, if the confirmed account has a service contract.

      You must make the following settings in Customizing for Customer Relationship Management (CRM):

      • Configure service order processing, by choosing    Transactions   Settings for Service Processes  .

      • Set up business transaction processing in the Interaction Center, by choosing   Interaction Center WebClient   Business Transaction  .

        For more information, see Process Execution in the Interaction Center.

      • Set up multilevel categorization, by choosing

          CRM Cross-Application Components   Multilevel Categorization   (this section also contains information about the necessary settings in the BSP application category modeler)

        and

          Interaction Center WebClient   Business Transaction   Define Categorization Profiles.  

      • Set up automatic routing. For information about the necessary settings in the BSP application rule modeler, see   Interaction Center WebClient   Business Transaction   Define Automatic Routing.  

      • Set up appointment scheduling, by choosing:

          Transactions   Basic Settings   Define Item Categories  

        and

          Workforce Deployment   General Settings for Service Resource Planning   Appointment Scheduling   Manage Parameters for Appointment Scheduling  .

      For more information, see the business user documentation under   Tell Me About...   Interaction Center   Service Orders  .

    • Service Tickets

      Service tickets exist only in the Interaction Center, but are similar to service orders in CRM Enterprise.

      You must make the following settings in Customizing for Customer Relationship Management (CRM):

      • Settings for the business transaction in the Interaction Center, by choosing   Interaction Center WebClient   Business Transaction  .

      • Settings for the service ticket, by choosing   Interaction Center WebClient   Business Transaction   Service Ticket  .

      • If necessary, provide actions in the action profile, by choosing    Basic Functions   Actions  .

      • Set up multilevel categorization, by choosing

          CRM Cross-Application Components   Multilevel Categorization   (this section also contains information about the necessary settings in the BSP application category modeler)

        and

          Interaction Center WebClient   Business Transaction   Define Categorization Profiles.  .

      For more information, see the business user documentation under   Tell Me About...   Interaction Center   Service Tickets  .

  • Service Confirmations

    In the Interaction Center, you can create service confirmations for service tickets. For more information, see Creation of Service Confirmations for Service Tickets.

  • Warranties

    When you maintain service orders, service tickets, and complaints in the Interaction Center, the system automatically checks to see if valid warranty information is available for the reference object (installed base component or object) of the process. The warranty is determined at the service item level.

    For more information, see Warranty Management in the CRM Enterprise documentation.

  • Complaints

    Complaints in the Interaction Center are a reduced version of complaints in CRM Enterprise. The following specifics apply:

    • In the Interaction Center, you can only reference service orders and sales orders. In CRM Enterprise complaints, other business transactions can be referenced.

    • Complaints with reference to billing documents, returns, and in-house repairs are not available in the Interaction Center.

    For more information, see Complaints and Returns and Complaint Creation in the CRM Enterprise documentation.

  • Installed Bases and Objects

    In the Interaction Center, you can assign installed base components and objects to service orders and service tickets. However, unlike in CRM Enterprise, you cannot assign an installed base itself, or more than one installed base component or object, to a service order or a service ticket.

    You can also use account identification to search for installed base components and objects.

    For more information, see Service Processes with Installed Bases as Reference Objects.

  • Case Processing

    The following prerequisites apply to case management in the Interaction Center:

    • You have made all necessary settings in Customizing for Customer Relationship Management (CRM), by choosing   Interaction Center WebClient   Business Transaction   Case Management  .

      In this section, you can define filters for displaying case details and define profiles for case processing.

    • You have set up multilevel categorization in the Customizing for Customer Relationship Management, by choosing   CRM Cross-Application Components   Multilevel Categorization   and  Interaction Center WebClient   Business Transaction   Define Categorization Profiles  .

    • You have set up automatic routing in Customizing for Customer Relationship Management (CRM), by choosing   Interaction Center WebClient   Business Transaction   Define Automatic Routing  .

    The following specifics also apply to case management in the Interaction Center:

    • Case search

      You can search for cases in the agent inbox using different selection criteria. If you open a case in the agent inbox, the view set Cases is displayed automatically.

      Alternatively, you can use the separate case search if you have set this up in Customizing. If you want to use the separate case search, you have to set this up in Customizing for Customer Relationship Managerment (CRM), by choosing   Interaction Center WebClient   Basic Functions   Define Navigation Bar Profile  .

      Use the text search function in the Knowledge Search to search for case notes, documents and business objects as well as to search for cases based on the long text description of business objects. You can e-mail cases found using the Knowledge Search to internal and external parties. Case header information and attachments are sent.

      For more information, see Knowledge Search and Knowledge Search in SAP CRM.

    • Replacing views

      You can replace the Case Search and Case Results views with views that you have defined and define quick searches. You can do so in Customizing for Customer Relationship Management, by choosing   Interaction Center WebClient   Customer-Specific System Modifications   Enhance Profiles for Case Processing  .

      You can also replace the Attributes view and the extended Attributes view with views that you have defined. If you are using the separate case search, you can also replace the Case Search and Case Results views.

    For more information, see Case Management in the CRM Enterprise documentation.

  • Multilevel Categorization

    You can use multilevel categorization in the Interaction Center to categorize interactions, service tickets, service orders, and complaints.

    IC agents can use multilevel categorization when maintaining interaction records. You must first set this up in Customizing for Customer Relationship Management (CRM). For more information about Customizing for the interaction record, see Interaction Record.

    For more information, see Multilevel Categorization in the CRM Enterprise documentation.