Service Request Management. SAP Enhancement Package 1 for SAP CRM 7.0 CRM Service

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Service Request Management

SAP Enhancement Package 1 for SAP CRM 7.0

CRM Service

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Objectives

At the end of this unit, you will be able to:

„Explain service request management „Process service requests in SAP CRM „Configure service requests

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Agenda

1. Service Request Management – Overview

2. Service Request Management – Functions

2.1 Functions Available with SAP CRM 7.0

2.2 Functions Available with SAP EHP1 for SAP CRM 7.0

3. Service Request Management – Configuration

3.1 Functions Available with SAP CRM 7.0

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Service Request Management – Overview

„A service request is typically a request from a user for information, advice, or a pre-defined service (e.g. password reset)

„Since SAP CRM 7.0 a default transaction type “Service Request“ is available

„A service request is a one-item transaction, for which the item is usually automatically determined

„Service requests can be categorized, prioritized, and dispatched

„In addition to the service requests, master service requests can be used to bundle several service requests into one master service request

„Apart from the bundling function, the same functionality as for service requests applies to master service requests

„Since SAP CRM 7.0 a default transaction type “Problem“ is available which represents a master service request

Customer Service Organization Expert

Contact service desk Confirm request fulfillment Fulfill request Identify customer and create service request Categorize and prioritize service request Dispatch and track

service request (if necessary)

Bundle service requests in master service request (if necessary)

Update and close (master) service request

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Service Request Management – Usage Options

Service requests and problems (“master service requests”) can be used in

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Shared Service Centers, e.g. for Accounting Interaction Center

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IT service management

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Technical service management

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Facility management

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Information help-desks

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..and many more scenarios

From a technical perspective,

„

the service request functions are the basis for the incident management process in the IT

service management scenario

„

the master service request functions are the basis for the problem management process

in the IT service management scenario

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Service Request Details (1)

In the Service Request Details you can document

„ who has reported the issue and who is responsible for it

„ the processing status and requested start and end date

„ the impact, urgency, priority and multiple categories

„ textual descriptions of diverse text types

„ which objects are affected

„ whether the service request is assigned to a problem, request for change, or knowledge article

A service request is user-related request for a defined service or a request for a new service. A service request does not usually require resource planning and service parts planning.

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Service Request Details (2)

In the service request you have access to

„ Dispatch

„ Auto Complete

„ Find Related Problems

„ Find Knowledge Articles

„ Unlock

„ Send E-Mail

„ Print / Print Preview

„ Display Object Relationships

„ You can create a service request ‚from scratch‘ or from a template.

„ You can copy an existing service request

„ You can create follow-up transactions from the service request, for example, a service confirmation

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Service Request Details (3)

In the service request, you have access to information such as

„Time Recording (new in SAP EHP1 for SAP CRM 7.0)

„Checklist (new in SAP EHP1 for SAP CRM 7.0)

„Related knowledge articles and further related transactions „Attachments and notes

„Service level agreements „Date and duration information

„Organizational data and parties involved „Process flow of service request

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Master Service Request (“Problem”) Overview

„ Nearly all functions as described for the service request also apply to the master service request (“problem”).

„ Not included in the master service request are:

„Unlock

„Find Related Problem

„Process Flow of Service Request

„ In addition to service request functions, the master service request offers:

„Related Incidents assignment block to bundle service requests (=> incidents)

„Pricing, shipping and billing assignment blocks A master service request (“problem”) is a service request to which one or more business transactions are assigned and locked. When a transaction or transactions are locked to a master service request, users process only that master service request rather than processing multiple transactions individually.

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Agenda

1. Service Request Management – Overview

2. Service Request Management – Functions

2.1 Functions Available with SAP CRM 7.0

2.2 Functions Available with SAP EHP1 for SAP CRM 7.0

3. Service Request Management – Configuration

3.1 Functions Available with SAP CRM 7.0

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Item Determination

The item for the service request is usually determined automatically based on the

service request‘s multi-level categorization.

You can configure the system to decide whether the selected categorization can be

changed after initial category selection and whether the item is re-determined if the

categorization is changed.

„ If no service product is defined for the selected categorization level, but a service product is available on a higher-level category, the respective service product will be used for item determination

„ If you don‘t want the item to be determined based on the service request‘s categorization, you can use a BAdI

„ Per default, the item is not displayed in the service request. If required, it can easily be made visible in the SAP BSP WD Workbench

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SLA Determination and Date Calculation

„ Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects, installed bases, and sold-to parties.

„ In the service request, the service and response profiles can be flexibly determined from these objects based on a determination procedure.

„ Dates like “To Do By“ can be automatically calculated based on the service and response profile information.

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Functions Based on Multilevel Categorization Auto

Complete, Find Related Problems, Find Knowledge Articles

The service request can be categorized on multiple levels with several

categorization blocks.

„

To

“auto complete“

a service request, the processor needs to select a

categorization and the system can then find and copy a template which was

assigned to this categorization

„

Problems with the same categorization as entered in the service request can be

proposed by the system when choosing

“Find Related Problems“

„

Knowledge articles with the same categorization as entered in the service

request can be proposed by the system when choosing

“Find Knowledge

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Example: Find Knowledge Articles

„ ‘Find Knowledge Articles’ finds knowledge articles which have the same categorization on header level as a service request/incident, master service request/problem, or request for change.

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Dispatch

Dispatching allows to assign a service request to another employee or service team

based on flexibly definable rules, for example if a help-desk agent cannot solve an

issue remotely and wants to dispatch the service request to the 2

nd

level support.

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Display Object Relationships

If object relationships exist for an object entered on the service request‘s header,

you can display the relationships from the service request.

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Knowledge Article Integration

„ Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help „ Find knowledge articles(from the “More“ button on header level): Proposes knowledge

articles which have the same categorization as the service request

„ Suggest knowledge articles(from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema

To help process the service request, the processor can search for knowledge

articles in the service request:

For further information about the knowledge article, please refer to the Knowledge Article

chapter of the IT Service Management RKT topic.

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Durations

The system can automatically calculate the duration of a service request. Per default, two duration types are delivered:

„ Work duration: Calculates the time a transaction was in work, but not in status “Customer Action“ „ Total duration: Calculates the total time it took to complete the transaction

You can display durations in the Dates assignment block as well as in the Service Level Agreement assignment block.

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Follow-Up Transactions and Scheduled

Actions

You can configure the system so that you can create all sorts of transactions as

follow-up of a service request, for example a service confirmation:

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Process Flow of Service Request

The Process Flow of Service Request indicates whether problems (master service

requests), requests for change, or knowledge articles have been linked to the

service request / incident.

If transactions have been linked, you can easily navigate to them by clicking on

the process flow entry.

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Related Transactions

In the Related Transactions assignment block,

„ the system automatically updates links to transactions which are related to the service request processing, e.g. the Interaction Record, a service contract, or a service confirmation which was created as follow-up of the service request „ you can manually add any further transactions which are relevant for the service

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Processing Log

„The processing log provides a consolidated audit trail of changes made to a transaction

„Various log types are available for selection „One type can be defaulted for viewing „Changes to fields can be logged selectively

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Related Incidents – Available for Master

Service Requests (“Problems”)

If several incidents (or service requests) are probably related to the same root cause,

the user can assign them to a problem (= master service request).

The user can search for the incidents via value help, or via “Find Related Incidents“.

„“Find Related Incidents“ gives a list of incidents or service requests which have the same catalog categorization as the problem. The user can select the relevant transactions and assign them to the problem.

To stop individual processing of the transactions, the user can lock the incidents /

service requests to the problem, so that only the problem needs to be completed and

the locked transactions will then be automatically closed.

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Unlock Service Requests from a Problem

(Master Service Request)

An service request / incident can be assigned and locked to a problem (or also a request for change). In this case the service request / incident will not be processed individually. The completion of the problem (request for change) will automatically close the service request / incident.

If a service request / incident is locked to a problem (request for change) but the user would like to process it individually after all, the employee can select ”Unlock“ in the service request to open the service request again for processing.

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Agenda

1. Service Request Management – Overview

2. Service Request Management – Functions

2.1 Functions Available with SAP CRM 7.0

2.2 Functions Available with SAP EHP1 for SAP CRM 7.0

3. Service Request Management – Configuration

3.1 Functions Available with SAP CRM 7.0

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Time Recording New in SAP Enhancement

Package 1 for SAP CRM 7.0

Time Recording

enables fast and easy entry of time spent working on a

service request or problem

(master service request):

„ Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc.

„ Typically the user only needs to enter the actual duration and start time „ The system automatically creates a service confirmation item per

entered time record

„ The service product of the service request / problem, e.g. „Investigation“, is the same as in the service confirmation

When you enter your time spent working on a business transaction, the service product

available in the transaction’s item is automatically copied into the time record as read-only

information. You can enter start date and time, work duration, employee responsible, as

well as additional data such as service and valuation type.

Once the first time record is saved, the system automatically creates a service confirmation

as a follow-up document of the service request / master service request. The confirmation

is created according to the copy-control settings defined in Customizing. Further time

records in the same service request / master service request will be captured as items

within the existing service confirmation.

You can enter time records at any time as long as the transaction is not in status

Completed

.

You can edit a time record as long as it has not been saved. After saving the time record,

you need to apply any necessary changes to the service confirmation to which the time

record (service confirmation item) is linked.

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Checklist New in SAP Enhancement Package

1 for SAP CRM 7.0

With checklists all individual tasks (“steps“) required to fulfill a service request can be

defined and processed:

„ Sequential and parallel processing visualized by graphical process flow „ Determination of checklist and checklist processors via rules

„ SAP Workflow integration to inform step processors

„ Work instructions, action processing, long text available in step details „ Checklist specific search criteria in search pages and IC inbox

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Auto Suggest Knowledge Article Alert in IC

New in SAP EHP1 for SAP CRM 7.0

To automatically inform agents about knowledge articles matching the

service transaction‘s categorization, an alert can be set up:

From the alert, the agent can:

„access the list of proposed knowledge articles „review the knowledge articles details

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ERMS Enablement for Service Requests / Problems

New since SAP CRM 7.0 SP04 / SAP EHP1 for SAP

CRM 7.0

„

Automatic creation of service requests and problems based on ERMS processed

inbound e-mails

„

Automatic linking of reply e-mails to the

original service request / problem

„

Routing of a generated service

request / problem to a specific

service team

or employee responsible

Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith

Service requests and problems (master service requests) are now enabled for

E-Mail Response Management System in Interaction Center environments,

allowing:

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SAP NetWeaver BI 705 Content for Service

Requests and Problems

New Service Request Queries:

„Reported Service Requests (0SRQ_C10_Q0002)

„Average Work and Total Duration (0SRQ_C10_Q0003)

„IBases with Highest No. of Service Requests (0SRQ_C10_Q0005)

„Objects with Highest No. of Service Requests (0SRQ_C10_Q0006)

„Products with Highest No. of Service Requests (0SRQ_C10_Q0007)

„SLA Compliance (0SRQ_C10_Q0004)

New Problem (Master Service Request) Queries:

„Reported Problems (0SRQ_C11_Q0001)

„Average Work and Total Duration (0SRQ_C11_Q0003)

„Closure Rate (0SRQ_C11_Q0004)

„IBases with Highest Number of Problems (0CSRVMC05_Q0006)

„Objects with Highest Number of Problems (0SRQ_C11_Q0005)

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Interactive Reporting for Service Requests and Problems

New in SAP Enhancement Package 1 for SAP CRM 7.0

It allows to monitor, for example:

„Number and Percentage of service requests / problems within and outside of requested end date

„Number and percentage of open service requests / problems

„Number of escalated service requests / problems „Reaction time adherence rate

„Closure rate

„Average work and total duration

Interactive Reporting (“OLTP Reporting“) has been enabled for service requests

and problems as of SAP enhancement package 1 for SAP CRM 7.0.

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SAP BusinessObjects Xcelsius Dashboard for Service Request and Problem New in SAP Enhancement Package 1 for SAP CRM 7.0

The service request and problem dashboards provide you a wealth of information

at a single glance:

„Service requests / problems per priority and status „Service requests / problems per categorization „Service requests / problems

for Top 5 objects / organizations „Average work and total duration

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Employee Replication New in SAP

Enhancement Package 1 for SAP CRM 7.0

Employee Replication facilitates usage of employee master data in the role “contact

person” for service processes

Report CRM_SSC_ERCP facilitates creation of role “contact person”

for employee master data

„Set up batch job to regularly run report in background

Assign contact persons to sold-to parties to enable processes like

service contract management and billing

„Select contact persons

„Enter sold-to party to establish “is contact person for” relationship „Optionally delete existing “is

contact person for” relationships

„

You can find the transaction to assign contact persons to sold-to parties in the

following business roles:

„

IC Manager: Managing Operations

Search: Contact Person Relationships

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Agenda

1. Service Request Management – Overview

2. Service Request Management – Functions

2.1 Functions Available with SAP CRM 7.0

2.2 Functions Available with SAP EHP1 for SAP CRM 7.0

3. Service Request Management – Configuration

3.1 Functions Available with SAP CRM 7.0

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Multiple Categorization Blocks

„ You can assign up to five categorization blocks to a service request

„ The categorization schema is determined based on a transaction type / catalog category combination

„ Customizing: Customer Relationship Management →CRM Cross-Application Components →Multilevel Categorization →Assign Transaction Types to Catalog Categories

„ Per default, two categorization blocks are visible in a service request; you can add further blocks in the SAP BSP WD Workbench

Catalog Category C: Overview of Damage/Defect/Reasons

Catalog Category D: Defect Locations/Object Parts

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Assignments in the Category Modeler

Service productis relevant for item determinationin service request (e.g. transaction type incident) and master service request (e.g. transaction type problem)

Knowledge articles are relevant for Suggest Knowledge Articles(Knowledge Articles assignment block)

For Auto Completeof service request, add a service request template in the ‘Incident Template’ area

For master service requests use the ‘Problem Template’ area

For service processes of class Request for Change use the ‘Request for Change Template’ area.

You can access the Category Modeler, for example, in the IT Service Professional role →Service Operations →Categorization Schemas.

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Example: Suggest Knowledge Articles

„ “Suggest Knowledge Articles” will determine knowledge articles from the categorization schema for the selected category

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Multilevel Categorization Customizing

Define which transaction type – catalog categorization combination will be

used for Find Related Objects, Auto Complete, Item Determination.

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Item Determination

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If the item determination is active, the service product which is assigned to the service request category is used for item determination

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To assign service products to categories, go to the categorization schema, for example in the IT Service Professional Role →Service Operations →Categorization Schemas

ƒ

If no service product is assigned to the service requests category (lowest level), the system searches whether a service product has been assigned to a higher level of the categorization and, if so, uses the next possible service product for item determination

In item determination customizing you define whether the service request‘s item

should be determined automatically by selecting a multilevel categorization entry

in the service request.

SAP Customizing Implementation Guide -> Customer Relationship Management ->

Transactions -> Settings for Service Requests -> Define Item Determination

Select the

Active

checkbox to indicate that you want multilevel categorization to

determine the service product for the transaction. If multiple service products are

determined based on multilevel categorization, the system chooses the product from the

lowest-level category. If the system cannot determine the product for the line item via

the categorization schema, the BAdI CRM_SERVICEPROD_BADI is called. If you do

not select the

Active

checkbox for a transaction, the system uses the BAdI only to

determine the service product.

Select the

Category Changeable

checkbox to indicate that you can change the

categories after the service product is determined and the line item created.

Select the

Redetermination

checkbox to indicate whether the service product should be

redetermined based on the new categories when multilevel categorization is modified.

Service contract determination, service level agreement determination, service level

profiles, and date calculations are executed at the item level.

The code for item determination is in function module

CRM_SRQM_ITEM_DETERMINE. An item is created after the product was determined

- or changed if the item already exists but product is different now (e.g. other product if

category changed).

The standard BADI returns product “INVESTIGATION” by default if no implementation

was made.

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Auto Complete with Template

While creating a new service request, you can use the Auto Complete function to copy pre-defined data from a template into the service request.

In Customizing, activate the Auto Complete function per transaction type - catalog category combination

In the Category Modeler, assign templates per relevant category:

„ Service request and incident templates in the Incident Template assignment block

„ Master service request and problem templates in the Problem Template assignment block

„ Request for change templates in the Request for Change assignment block

You can access the Category Modeler, for example, in the IT Service Professional role → Service Operations → Catgorization Schemas.

The copy process is defined in the Class CL_CRM_SRQM_AUTO_COMPLETE.

The fields to be copied are: Header: description, description_uc, descripton_language,

priority, urgency, impact, change category. Also Items, Texts and external reference.

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System Proposals for Related Transactions

-

Find Related Problems, Find Related Incidents

„For a service request, related transactions can be proposed by the system.

„To set up which transaction type can be proposed from which transaction type, go to customizing:

Customer Relationship Management →Transactions →Settings for Service Requests →Define System Proposals for Related Transactions.

„Per default, “Find Related Problems” and “Find Related Incidents” are available on the UI. If you need further system proposals, in addition to the customizing settings you also need to enhance the service request’s UI.

„Define the matching parameters in the target transaction type which will determine which transactions are proposed by the system: Categorization, Reference Object, Organizational Data, Sold-to Party

„If the system shall search for transactions of the same categorization, you also need to activate the relevant transaction type – catalog category combination for “Find Related Object” in the multilevel catorization (see previous slide “Multilevel Categorization Customizing”)

“Find Related Problem” is available per default for service requests / incidents and

requests for change.

“Find Related Incident” is available per default for master service requests / problems

and requests for change.

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Service Level Determination

SLA determination procedures determine the service and response profiles for the transaction line item based on the access sequence.

Define the SLA determination procedure here: Customer Relationship Management → Transactions →Settings for Service Requests →Define SLA Determination Procedures.

SAP Customizing Implementation Guide -> Customer Relationship Management ->

Transactions -> Settings for Service Requests -> Define SLA Determination Procedures

You can determine SLAs for transactions based on information maintained in master data

such as Service Contracts, Business Partners (Sold-To Party), Products, Objects, IBases,

You can also use the Business Add-In for SLA Determination ( CRM_SLADET_BADI) to

define your own logic for determining SLAs.

The prerequisite is that you have defined SLA profiles on the

SAP Easy Access

screen

under

Service -> Maintain Availability and Response Times

(CRMD_SERV_SLA).

Activities

Define an SLA determination procedure and then create the access sequence for it. The

access sequence identifies where to search for the SLA and in what sequence.

Assign the SLA determination procedure to the transaction in

SAP Customizing

Implementation Guide -> Customer Relationship Management -> Transactions -> Basic

Settings -> Define Transaction Types

in

Assignment of Business Transaction Categories

in

the

Customizing header

for “BUS2000116 Service Process”.

Note: You can also manually assign SLAs to transactions in the Service Level Agreements

block.

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Impact / Urgency / Recommended Priority

„

The system determines the

recommended priority of the transaction

based on the entered combination of

impact and urgency.

„

A priority different than the

recommendation can still be selected

manually.

The determined priority is based on

impacts, urgencies and their combined

priority defined in customizing:

Customer Relationship Management

Transactions

Settings for Service

Requests

Define Impact / Urgency /

Recommended Priority

SAP Customizing Implementation Guide -> Customer Relationship Management ->

Transactions -> Settings for Service Requests -> Define Impact/Urgency/Recommended

Priority

Activities

1. Define the impact and urgency levels.

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Date Calculation / Settings for Durations

„Track the duration of how long the service request was in certain status

„Store the date when the service request reached a certain status

You can track durations and

dates based on status changes in

the service request.

Durations are recorded and

displayed in the

Dates

and

Service

Level Agreements

assignment

blocks.

SAP Customizing Implementation Guide -> Customer Relationship Management -> Transactions -> Settings for Service Requests -> Define Settings for Durations

You define which combination of user status profile, user status, and date profile is used to calculate one or more durations for transactions.

The purpose of this feature is to track how long the service request stayed in specific statuses. For example, two durations are calculated

1. Total Duration = Duration of ‘New' status + Duration of 'In Process' status + Duration of 'Customer Action' status

2. Work Duration = Duration of ‘New' status + Duration of 'In Process' status

-> The duration for 'Customer Action' will be accumulated to 'Total Duration', but not 'Work Duration'.

You can also associate a date type with a user status that can be used to set a date when a transaction has a particular user status. For example, set the closing date when the user status is set to Completed.

The update of the durations or dates is called in the event BEFORE_SAVE. This event triggers the function CRM_SRQM_UPDATE_DURATION_EC. The FM checks for status changes of the transaction and the customizing for update relevancy of dates/durations.

Requirements

You have defined the durations and date types that you want to record in SAP Customizing Implementation Guide -> Customer Relationship Management -> Basic Functions –> Date Management -> Define Date Profile

If no time unit is set for the duration in this date profile, the calculation of durations is defaulted to the time unit „hour“. E.g. like for the durations SRQ_TOT_DUR and SRQ_WORK_DUR in the standard date profile IT0000000004 which is used in the service request.

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Processing Log

You can have a processing log in a transaction to provide a consolidated audit trail of

any changes made to it.

„Various log types are available for selection „ One type can be defaulted for viewing „Changes to fields can be logged selectively

Customizing: Customer Relationship Management →Transactions →Settings for Service Requests →Settings for Processing Log

→Assign Log Types to Transaction Types →Define Change History for Processing Log

SAP Customizing Implementation Guide -> Customer Relationship Management ->

Transactions -> Settings for Service Requests -> Settings for Processing Log -> Assign

Log Types to Transaction Types

You define which processing log types are associated with a transaction type. The

processing log type indicates the type of change that is recorded in the log, for example,

status changes. Any changes made to the associated types, related to the transaction,

are recorded in the processing log.

The log type marked as “Default” is selected for viewing when you open the

Processing

Log

assignment block. If none is selected as default “All Types” will be shown.

If you choose

Changed Fields

as a processing log type, you must also perform

Customizing in

SAP Customizing Implementation Guide -> Customer Relationship Management ->

Transactions -> Settings for Service Requests -> Settings for Processing Log -> Define

Change History for Processing Log

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Dispatch: Rule Modeler Contexts

„

Customizing: Customer Relationship Management

E-Mail Response

Management System

Define Repository

„

The context SERVICEREQUEST per default has four actions assigned: Invoke

Policy, Route to group, Route to a Partner, and Set priority to the service request

To enable rule-based dispatching of service requests (and service master requests),

a new context for Service Request Management has been established for the rule

modeler.

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Dispatch: Service Manager Profile

In Service Manager profiles, the context and the name of the default rule are

assigned.

„

Customizing: Customer Relationship Management

E-Mail Response

Management System

Service Manager

Define Service Manager Profiles

„

The context and the name of the default rule policy can be found in the Directly

Called Service Properties of the SAP_SRQMROUTING service manager profile.

Per default, the rule policy for dispatching of service requests should be called

DEFAULT_ROUTE

in the Rule Modeler.

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Dispatch: Assign Service Manager Profile to

Transaction Type

Assign the service manager / rule modeler profile for dispatching of service

requests here:

Customizing: Customer Relationship Management

Transactions

Additional

Settings

Assign Dispatching Rule Profile to Transaction Types.

Now you can create the DEFAULT_ROUTE dispatching rule, and – if relevant –

more dispatching rules, in the Rule Modeler, for example, in the IT Service

Professional Role: Operations

Rule Policies.

To create rule policies for the context Service Request Management:

Logon as IT Service Professional and go to

Service Operations -> Rule Policies

Create rule(s) of context „Service Request Management“.

Example: The service request is forwarded to an expert group based on impact level.

In some transaction types the dispatching can also be executed by an action, e.g. when

due date is reached. For example in the action profile of the incident the action

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Agenda

1. Service Request Management – Overview

2. Service Request Management – Functions

2.1 Functions Available with SAP CRM 7.0

2.2 Functions Available with SAP EHP1 for SAP CRM 7.0

3. Service Request Management – Configuration

3.1 Functions Available with SAP CRM 7.0

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Time Recording

„In customizing, go to: Customer Relationship Management →Transactions →Basic Settings → Define Transaction Types

„Select the (master) service request transaction type for which you want to use Time Recording

„In the view “Assignment of Business Transaction Categories”, select the Transaction Category “BUS2000116 Service Process” and go to the Customizing Header view „Enter the service confirmation transaction type in the “Trans.Type Confirm.” field

You can define which service confirmation transaction type is used for Time

Recording per (master) service request transaction type:

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Checklist Settings: Checklist Basic Settings

„

For checklist steps, item functionality is being reused

„

A new object type BUS2000199 – CRM Checklist Item has been created

„

Based on BUS2000199 the standard checklist item category CHKL is delivered

„

To set up your own checklist item category, partner determination procedure/s,

text determination procedure/s, and action profile/s, proceed as described in the

IMG document “Define Basic Settings for Checklist“:

Customer Relationship Management

Transactions

Basic Settings

Checklist Settings

Define Basic

Settings for Checklist

The partner determination procedure/s you use for checklist items contain the partner

functions you want to offer per item = checklist step.

You should not allow the user to enter more than one partner per partner function, since

this will lead to errors during runtime.

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Checklist Settings: Define Checklist Profiles

(1)

In the IMG activity “Define Checklist Profiles“, you „Define checklists

„ Define checklist IDs and names

„ Decide at which point in time the checklist should be locked in runtime

„Define steps

„ Define the steps you want to use in your checklists

„ Assign item category usage, and text types for long text and work instruction

„ Where relevant, enter a work instruction per step

„Define options

„ Optionally define options (“decision documentations“) per step

„Assign steps to a checklist

„ Assign 1-n steps and decide which steps are mandatory

„ Define which business partner function is displayed as default partner function in runtime

„ If the business partner should be determined by a rule, assign a rule modeler profile (default rule modeler profile = SRQM_CHKLST_BP)

„ You can assign 1-n options per step

„ Optionally define a step sequence in the „Assign Next Steps“ view

Define checklists:

Locking the checklist means that the checklist ID and the related step information turns to read-only mode in the service request and cannot be deleted or changed anymore.

Define steps:

Through the item category usage assignment per step, you establish the link to the item category which is to be used for the checklist step.

Per default, item category CHKL is delivered which is linked to item category usage CKCU / transaction type SRVR (service request)

The work instruction you enter in customizing will be displayed as read-only per checklist step in runtime Define options:

An option is a pre-defined description of a user decision. E.g. for step „Inform Insurance“, there are three possible insurances defined as options, so that the user can select the appropriate option to document that he/she informed, e.g., Insurance ABC.

Assign steps to a checklist:

If a step is flagged as mandatory, it cannot be canceled in runtime (the action „Cancel“ will not be offered) The partner function you select as default per step should be included in the partner determination procedure of the checklist step‘s item category

You define rule in the Rule Policies function. Per default, the checklist partner determination rule needs to have the ID „CHK_BP“. This main rule can be used to invoke further policies. (You can change the default ID in customizing: E-Mail Response Management System -> Service Manager -> Define Service Manager Profiles: Service Manager Profile „SRQM_CHKLST_BP“ -> Properties -> Policy = rule ID.

If you define a step sequence by entering „next step“ information, in runtime you can display the sequential information in the Graphical Process Flow display, and by displaying the „Step No.“ and „Previous Step No.“ columns.

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Checklist Settings: Define Checklist Profiles

(2)

In the customizing activity

“Define Checklist Profiles“, you

„

Define checklist profiles

„Set up 1-n profiles which can contain 1-n checklists „Assign 1-n checklists per profile

„Optional: Assign a rule modeler profile (default profile = SRQM_CHKLST_ID) for rule-based checklist determination

„Optional: Activate SAP Workflow per profile

„

Assign checklist profiles to transaction types

„Assign a checklist profile to a transaction type: The checklists contained in the assigned checklist profile will be available for the specific transaction type.

The checklist profile is used to define which checklists are available for which transaction

type

Per default, the checklist functionality can be assigned to transaction types of BUS types

BUS2000116 (CRM Service Process), BUS2000223 (CRM Service Request),

BUS2000224 (CRM Master Request)

A checklist ID can be automatically assigned to a transaction if you define a rule policy. Per

default, the checklist determination rule needs to have the ID „CHKLST_ID“. This main rule

can be used to invoke further policies. (You can change the default ID in customizing:

E-Mail Response Management System -> Service Manager -> Define Service Manager

Profiles: Service Manager Profile „SRQM_CHKLST_ID“ -> Properties -> Policy = rule ID.

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54 © SAP 2009 / Page 54

Checklist Settings: Define Workflow Settings

for Checklist

If you want to inform users via SAP Workflow about checklist steps which have

been assigned to them:

„

Flag “Enable Workflow“ per relevant checklist profile in Customer Relationship

Management

Transactions

Basic Settings

Checklist Settings

Define

Checklist Profiles

„

Set up SAP Workflow settings as described in Customer Relationship

Management

Transactions

Basic Settings

Checklist Settings

Define

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Auto Suggest Knowledge Article (for

Interaction Center): Define Alert

Create the alert for “Auto Suggest Knowledge Articles“ in the IC Manager business role → Process Modeling →Create Alert with the following parameters:

Knowledge Articles:Search

Navigation Object Type / Action [EVENT$AutoSuggestKAStart:Nu mberOfKA] Suggested Knowledge Articles EN Auto Suggest of Knowledge Articles AUTOSUG GEST_KAS Message Language Description Name

Prerequisites:

Make sure generic OP Mapping for your navigation bar (

Customer Relationship

Management > UI Framework > Technical Role Definition > Define Navigation Bar Profile

)

has the following entry:

Object Type: BT106_KA

Object Action: A: Search

Target ID:: KNOWART_SR

In the event repository (

Customer Relationship Management > Interaction Center

WebClient > Additional Functions > Intent-Driven Interaction > Define Events in

Repository

), the following two events need to be present:

Event ID: AutoSuggestKAStart (Auto Suggest Knowledge Article Start), Event Parameter:

NumberOfKA

Event ID: AutoSuggestKAEnd (Auto Suggest Knowledge Article End)

Knowledge Articles need to be assigned to the relevant categories in the categorization

schema.

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Auto Suggest Knowledge Article (for

Interaction Center): Define Rules

Create a rule policy and two rules for “Auto Suggest Knowledge Articles“ in the IC Manager business role →Process Modeling →Create Rule Policy with the following parameters:

Define two rules with following parameters within the rule policy and release rules: Intent Driven Interaction Context Your IC business role/s Business Roles AutoSuggestKAEnd and AutoSuggestKAStart EN Auto Suggest of Knowledge Articles AUTOKAS IC Events Language Description Name If

Current Event Equals Auto Suggest Knowledge Article End Then

Terminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES )

Remove KA Alert

If

Current Event Equals Auto Suggest Knowledge Article Start Then

Trigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES; Time Delay (seconds) = "0" )

Show KA Alert

Rule Definition Name

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57 © SAP 2009 / Page 57

„

Service requests and problems will be created automatically depending on the

inbound e-mails.

„

Create the rules in the rule modeler, e.g. in the business role IC_MANAGER

Process Modeling

Create Rule Policy.

ERMS: Define Rules for Automatic Creation of

Service Requests and Problems (1/2)

To create a rule with the business role IC_MANAGER the following link has to be selected

from the navigation bar:

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58 © SAP 2009 / Page 58

„

To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response

Management System to invoke all relevant rules.

ERMS: Define Rules for Automatic Creation of

Service Requests and Problems (2/2)

The recipient e-mail address has to be assigned to the Service Manager Profile DEFAULT

in this case.

The following customizing is necessary:

SPRO-> Customer Relationship Management

Æ

E-Mail Response

Management System

Æ

Service Manager Assign

Æ

Service Manager Profiles

Address Number = recipient’s e-mail address

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59 © SAP 2009 / Page 59

ERMS: Automatic Linking of Reply E-Mails

Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith

„

After the automatic creation of service requests / problems the inbound e-mails can

be answered. The reply e-mails will be automatically linked to the generated service

requests and problems.

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60 © SAP 2009 / Page 60

ERMS: Routing of Service Requests / Problems

(1/2)

„

The generated service requests and problems can be routed to a specific service

team for further processing depending on specified criteria of the service request /

problem (e.g. priority).

„

Create the rules in the rule modeler, e.g. in the business role IC_MANAGER

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61 © SAP 2009 / Page 61

ERMS: Routing of Service Requests / Problems

(2/2)

„

To be able to trigger several rules, use the DEFAULT rule of the E-Mail Response

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62 © SAP 2009 / Page 62

„

Further ERMS settings are necessary

„

Define receiving e-mail addresses for receiving the e-mails concerning service

requests / problems

„

Maintain recipient distribution to define an e-mail address as recipient address

„

Assign agents for e-mail handling

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Lesson Summary

This unit covered

„service request management „processing of service requests „configuring service requests

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Further Information

„SAP Online Knowledge Products

SAP Service Marketplacehttp://service.sap.com/okp

„SAP CRM 7.0 Learning Maps

SAP Service Marketplacehttp://service.sap.com/rkt-crm

> SAP CRM 7.0 „Online Documentation

SAP Help Portalhttp://help.sap.com/> Documentation > SAP Business Suite > SAP Customer Relationship Management

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65 © SAP 2009 / Page 65

Copyright 2009 SAP AG

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References