Specifics for Interaction Center: Service

Compared to CRM Enterprise, the following specifics apply to the interaction center (IC) in the service area. These specifics apply only if you have chosen to use the IC-specific business transactions rather than the standard CRM business transactions. For more information, see Specifics for Interaction Center: Business Transactions.

Features

There are two types of service orders in the IC:
- 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 IC, 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:
  - Configure service order processing under Transactions Settings for Service Transactions .
  - Set up business transaction processing in the Interaction Center under Interaction Center WebClient Business Transaction .
  - Set up multilevel categorization under:
    CRM Cross-Application Components Multilevel Categorization
    
    and
    
    Interaction Center WebClient Business Transaction Define Categorization Profiles .
  - Set up automatic routing. For information about the necessary settings in the rule modeler, see Interaction Center WebClient Business Transaction Define Automatic Routing .
  - Set up appointment scheduling under:
    Transactions Basic Settings Define Item Categories
    
    and
    
    Workforce Deployment General Settings for Service Resource Planning Appointment Scheduling Manage Parameters for Appointment Scheduling .
- Service Tickets
  Service tickets exist only in the IC, but are similar to service orders in CRM Enterprise.
  
  You must make the following settings in Customizing for Customer Relationship Management:
  - Settings for the business transaction in the IC under Interaction Center WebClient Business Transaction .
  - Settings for the service ticket under Interaction Center WebClient Business Transaction Service Ticket .
  - If necessary, provide actions in the action profile under Basic Functions Actions .
  - Set up multilevel categorization under:
    CRM Cross-Application Components Multilevel Categorization
    
    and
    
    Interaction Center WebClient Business Transaction Define Categorization Profiles .
  - If you want to be able to search service tickets by dates at the item level (instead of at the header level), you must ensure that all relevant service ticket transaction types have been classified as service ticket. You can do so by entering the transaction classification S for each relevant transaction type under Transactions Basic Settings Define Transaction Types .
Service Confirmations
In the IC, 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 IC, 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 IC are a reduced version of complaints in CRM Enterprise. The following specifics apply:
- In the IC, 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 IC.
For more information, see Complaints and Returns and Creation of Complaints in the CRM Enterprise documentation.
Installed Bases and Objects
In the IC, 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.

You can define an installed base profile that determines whether the installed base search results are displayed in a table view or a tree structure in Customizing for Customer Relationship Management under Interaction Center WebClient Master Data Define Installed Base Profiles .

For more information, see Service Processes with Installed Bases as Reference Objects.
Case Processing
The following prerequisites apply to case management in the IC:
- You have made all necessary settings in Customizing for Customer Relationship Management under 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 under 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 under Interaction Center WebClient Business Transaction Define Automatic Routing .
The following specifics also apply to case management in the IC:
- 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 Management under 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 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 under 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 certain business transactions.

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

For more information and a complete list of relevant business transactions, see Multilevel Categorization in the CRM Enterprise documentation.