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SAP CRM 7.0

August 2009

English

Interaction Center Service(C80)

SAP AGDietmar-Hopp-Allee !!990 "all#or$ German%

&usiness Pro'ess Do'umentation

8/11/2019 C80_BPP_EN_DE


SAP Best Practices (ntera'tion Center Ser)i'e *C+0, - &PD

Copyright

Cop%right 2009 SAP AG. All rights reser)e#.

o part o$ this pu/li'ation ma% /e repro#u'e# or transmitte# in an% $orm or $or an% purpose ithout thee1press permission o$ SAP AG. he in$ormation 'ontaine# herein ma% /e 'hange# ithout prior noti'e.

Some so$tare pro#u'ts mar3ete# /% SAP AG an# its #istri/utors 'ontain proprietar% so$tare'omponents o$ other so$tare )en#ors.

Mi'roso$t4 "in#os4 E1'el4 5utloo34 an# PoerPoint are registere# tra#emar3s o$ Mi'roso$t Corporation.

(&M4 D&24 D&2 6ni)ersal Data/ase4 S%stem i4 S%stem i4 S%stem p4 S%stem p4 S%stem 14 S%stem 84S%stem 804 S%stem 894 804 894 iSeries4 pSeries4 1Series4 8Series4 eSer)er4 8:M4 85S4 i5S4 S;9045S;904 5S<004 AS<004 S;90 Parallel Enterprise Ser)er4 Poer:M4 Poer Ar'hite'ture4 P5"ER!=4P5"ER!4 P5"ER=4 P5"ER4 P5"ER4 5penPoer4 PoerPC4 &at'hPipes4 &la#eCenter4 S%stemStorage4 GP>S4 HACMP4 REA(4 D&2 Conne't4 RAC>4 Re#/oo3s4 5S24 Parallel S%sple14 M:SESA4 A(?4 (ntelligent Miner4 "e/Sphere4 et$init%4 i)oli an# (n$ormi1 are tra#emar3s or registere# tra#emar3so$ (&M Corporation.

@inu1 is the registere# tra#emar3 o$ @inus or)al#s in the 6.S. an# other 'ountries.

A#o/e4 the A#o/e logo4 A'ro/at4 PostS'ript4 an# Rea#er are either tra#emar3s or registere# tra#emar3so$ A#o/e S%stems (n'orporate# in the 6nite# States an#or other 'ountries.

5ra'le is a registere# tra#emar3 o$ 5ra'le Corporation.

6(?4 ?5pen4 5S>4 an# Moti$ are registere# tra#emar3s o$ the 5pen Group.

Citri14 (CA4 Program eigh/orhoo#4 Meta>rame4 "in>rame4 :i#eo>rame4 an# Multi"in are tra#emar3sor registere# tra#emar3s o$ Citri1 S%stems4 (n'.

HM@4 ?M@4 ?HM@ an# ";C are tra#emar3s or registere# tra#emar3s o$ ";C

4 "orl# "i#e "e/Consortium4 Massa'husetts (nstitute o$ e'hnolog%.

Ba)a is a registere# tra#emar3 o$ Sun Mi'ros%stems4 (n'.

Ba)aS'ript is a registere# tra#emar3 o$ Sun Mi'ros%stems4 (n'.4 use# un#er li'ense $or te'hnolog%in)ente# an# implemente# /% ets'ape.

SAP4 R;4 SAP et"ea)er4 Duet4 PartnerE#ge4 &%Design4 SAP &usiness &%Design4 an# other SAPpro#u'ts an# ser)i'es mentione# herein as ell as their respe'ti)e logos are tra#emar3s or registere#tra#emar3s o$ SAP AG in German% an# other 'ountries.

&usiness 5/e'ts an# the &usiness 5/e'ts logo4 &usiness5/e'ts4 Cr%stal Reports4 Cr%stal De'isions4"e/ (ntelligen'e4 ?'elsius4 an# other &usiness 5/e'ts pro#u'ts an# ser)i'es mentione# herein as ellas their respe'ti)e logos are tra#emar3s or registere# tra#emar3s o$ &usiness 5/e'ts S.A. in the 6nite#States an# in other 'ountries. &usiness 5/e'ts is an SAP 'ompan%.

All other pro#u't an# ser)i'e names mentione# are the tra#emar3s o$ their respe'ti)e 'ompanies. Data'ontaine# in this #o'ument ser)es in$ormational purposes onl%. ational pro#u't spe'i$i'ations ma%)ar%.

hese materials are su/e't to 'hange ithout noti'e. hese materials are pro)i#e# /% SAP AG an# itsa$$iliate# 'ompanies *SAP Group, $or in$ormational purposes onl%4 ithout representation or arrant%o$ an% 3in#4 an# SAP Group shall not /e lia/le $or errors or omissions ith respe't to the materials. heonl% arranties $or SAP Group pro#u'ts an# ser)i'es are those that are set $orth in the e1press arrant%statements a''ompan%ing su'h pro#u'ts an# ser)i'es4 i$ an%. othing herein shoul# /e 'onstrue# as'onstituting an a##itional arrant%.

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Icons

Icon Meaning

Caution

E1ample

ote

Re'ommen#ation

S%nta1

Typographic Conventions

Type Style Description

Example text "or#s or 'hara'ters that appear on the s'reen. hese in'lu#e $iel#names4 s'reen titles4 push/uttons as ell as menu names4 paths an#options.

Cross-re$eren'es to other #o'umentation.

Example text Emphasi8e# or#s or phrases in /o#% te1t4 titles o$ graphi's an# ta/les.

E?AMP@E E? ames o$ elements in the s%stem. hese in'lu#e report names4program names4 transa'tion 'o#es4 ta/le names4 an# in#i)i#ual 3e%or#s o$ a programming language4 hen surroun#e# /% /o#% te1t4 $ore1ample4 SE@EC an# (C@6DE.

Example text S'reen output. his in'lu#es $ile an# #ire'tor% names an# their paths4messages4 sour'e 'o#e4 names o$ )aria/les an# parameters as ell asnames o$ installation4 upgra#e an# #ata/ase tools.

EXAMPLE TEXT e%s on the 3e%/oar#4 $or e1ample4 $un'tion 3e%s *su'h as F2, or theENTER 3e%.

Example textE1a't user entr%. hese are or#s or 'hara'ters that %ou enter in thes%stem e1a'tl% as the% appear in the #o'umentation.

<Example text> :aria/le user entr%. Pointe# /ra'3ets in#i'ate that %ou repla'e theseor#s an# 'hara'ters ith appropriate entries.

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Contents

Purpose.............................................................................................................................

2 PrereFuisites......................................................................................................................

2. Master Data an# 5rgani8ational Data.........................................................................

2.2 Roles..........................................................................................................................!

2.; @og on to CRM "e/Client 6(......................................................................................!

; Pro'ess 5)er)ie a/le....................................................................................................+

< Pro'ess Steps....................................................................................................................9

<. E-Mail Pro'essing.......................................................................................................9

<.. Sen# E-Mail.........................................................................................................9

<..2 Sele't E-Mail.......................................................................................................9

<..; (#enti$% an# Con$irm A''ount.............................................................................0

<..< Che'3 A''ount >a't Sheet.................................................................................

<.. Pro'ess Solution................................................................................................

<..! Pro)i#e Solution /% E-Mail.................................................................................2

<..7 Complete (ntera'tion Re'or#.............................................................................;

<..+ En# (ntera'tion..................................................................................................;

<.2 (n/oun# Call Pro'essing...........................................................................................<

<.2. (#enti$% an# Con$irm A''ount.............................................................................<

<.2.2 Displa% Customers (nstalle# &ase....................................................................<

<.2.; Che'3 Customer (ntera'tion Histor%..................................................................

<.2.< a3e otes ith S'rat'h Pa#.............................................................................!

<.2. Create Ser)i'e 5r#er.........................................................................................!

<.2.! Complete (ntera'tion Re'or#.............................................................................7

<.2.7 Che'3 Ser)i'e 5r#er.........................................................................................+

<.2.+ En# (ntera'tion..................................................................................................+

<.2.9 Pro'ess Ser)i'e 5r#er *2n# @e)el Help Des3,..................................................+

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Interaction Center Service

1 Purposehe purpose o$ this #o'ument is to #es'ri/e the t%pi'al a'ti)ities o$ a ser)i'e intera'tion'enter agent intera'ting ith a 'ustomer /% e-mail an# telephone. (t gi)es %ou a step-/%-step)ie o$ ho agents pro'ess in/oun# e-mails an# phone 'alls an# hi'h $un'tions the% 'anuse #uring this pro'ess.

his #o'ument summari8es se)eral a'ti)ities in a logi'al seFuen'e. Generall%4 the 'ompletiono$ one a'ti)it% is the prereFuisite $or the ne1t a'ti)it%. Depen#ing on the 'on$iguration 'arrie#out in %our proe't4 some titles o$ ta/ pages an# s'reen elements might appear #i$$erentl%$rom the #es'ription in this #o'ument.

2 Prerequisites

21 Master Data an! "rgani#ational Data

$se

Essential master an# organi8ational #ata ere /oth 'reate# in an#or repli'ate# to %our CRMs%stem #uring the implementation phase4 su'h as the #ata that re$le'ts the organi8ationalstru'ture o$ %our 'ompan% an# master #ata that suits its operational $o'us4 $or e1ample4master #ata $or materials an# 'ustomers.

6se %our on master #ata *or the $olloing &aseline Pa'3age s'enario #ata liste# /elo i$%ou ha)e installe# an SAP &est Pra'ti'es &aseline Pa'3age, to go through the /usinesspro'ess pro'e#ure

Master % org !ata &alue Master % org !ata !etails Co''ents

Sol#-o Part% 00000

Conta't Person Moni3a Iiegler

elephone um/er =<92;<<<<

E-Mail A##ress /p'rmtestJ%ahoo.'om

(nstalle# &ase Kum/erL &est Pra'ti'es (&ase 0 &PN(&0

Component Kum/erL Monitor Stan#ar#

Pro#u't H2

Pro/lem Printer #oesnt or3

Ser)i'e *a, D;00*$or ERP (ntegration,*/, (:ES(GA(5*$or CRM Stan#alone,

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22 oles

$se

he $olloing roles must ha)e /een 'reate# to test this s'enario using the SAP CRM"e/Client 6(. he roles in this &usiness Pro'ess Do'umentation nee# to /e assigne# to thes%stem user*s, testing this s'enario.

@og on to the CRM "e/Client 6( ith the $olloing users

Syste' $ser usiness ole us ole ID *'ployee Pass+or!

(CNAGENSR: &P (C Agent Ser)i'e &PN(CANSR: Ann An#erson el'ome

(CNAGENS6P &P (C Agent Ser)i'e &PN(CANSR: Peter &est el'ome

(n 'ase the passor# is in)ali# tr% the initial passor# initial.

2, -og on to CM .e/Client $I

$se

he purpose o$ this a'ti)it% is to #es'ri/e ho the ser)i'e agent gets $irst a''ess to the SAPCRM "e/Client 6(. here are to options A''ess $rom SAPG6( or )ia 6R@.

Prerequisites

he appropriate SAP CRM "e/Client role $or the ser)i'e agent has /een assigne# to theser)i'e agent s%stem user *IC_AGENT_SRV , in the CRM s%stem.

Proce!ure

. Close all open /roser in#os.

2. A''ess the SAP CRM "e/Client 6(

"ption 1 ccess ro' SP 3$I via Transaction

. (n the input $iel# $or transa'tions4 enter transa'tion CRM_UI an# press Enter.

"ption 2 ccess ro' SP 3$I via SP pplication

. @og on to the CRM s%stem ith the user $or the &P (C Agent Ser)i'e *IC_AGENT_SRV ,.

2. >rom the SAP menu4 'hoose Favorites. >rom the 'onte1t menu4 'hoose Add OtherObjects.

;. Sele't 6R@ t%pe S! Applicatio".

<. Enter the $olloing #ata

4iel! na'e $ser action an! values

&SP Appli'at. CRMN6(NSAR

Des'ription CRM "e/Client 6(

Start Page #e$ault.htm

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. Choose CR# $ebClie"t %I $rom the >a)orites.

!. (n the #ialog /o1 Co""ect to &hostserver' enter the $olloing #ata an# 'hoose O(


6ser name (CNAGENSR:

Passor# el'ome

"ption 2 ccess via $-

he CRM "e/Client 6( 'an also /e a''esse# using a 6ni$orm Resour'e @o'ator *6R@,. he6R@ o$ the CRM "e/Client 6( has the $olloing stru'ture *#e$ault 'on$iguration,

httpKHost ameL.KDomain ameL.KE1tensionLKPort um/erLsap'rmNlogonOsap-'lientK'lient num/erL

>or e1ample http%%u5cirs#+!sapcorp60028%sap%cr'7logonsap9client:100

Host ame4 Domain ame an# E1tension 'an /e #eri)e# $rom the message ser)er o$ theun#erl%ing CRM s%stem.

he port 'an /e #etermine# as $ollos

. Call transa'tion SM(CM.

2. Choose Goto → Services.

;. >rom the Active Services list4 'hoose the port $or the HP ser)i'e.

esult

ou ha)e entere# the SAP CRM "e/Client user inter$a'e as &P (C Agent Ser)i'e ith user

IC_AGENT_SRV .

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, Process "vervie+ Ta/le

Process step usiness con!ition usiness role *5pecte! results

In/oun! *9Mail Processing

Sen! *9Mail Customer E-Mail

Select *9Mail E-Mail (C Agent Ser)i'e

I!entiy an! Conir'ccount

A''ount (C Agent Ser)i'e A''ount Con$irmation

Chec; ccount 4actSheet

A''ount Data (C Agent Ser)i'e (n$ormation a/outCustomer

Process Solution Solution Data/ase (C Agent Ser)i'e Suita/le Pro/lem an#

Solution

Provi!e Solution /y*9Mail

Suita/le Pro/lem an#Solution

(C Agent Ser)i'e E-Mail ith solution

Co'pleteInteraction ecor!

Do'ument A'ti)it% (C Agent Ser)i'e (ntera'tion Re'or#

*n! Interaction (C Agent Ser)i'e En# (ntera'tion

In/oun! Phone Call Processing (Service Tic;et)

I!entiy an! Conir'ccount

&usiness Partner Data (C Agent Ser)i'e A''ount Con$irmation

Display Custo'er<sInstalle! ase

(nstalle# &ase an#Components

(C Agent Ser)i'e

Chec; Custo'erInteraction =istory

A'ti)ities4 Do'uments (C Agent Ser)i'e (n$ormation a/outCustomer

Ta;e >otes +ithScratch Pa!

S'rat'h Pa# (C Agent Ser)i'e otes #uring 'all

Create Service"r!er

(C Agent Ser)i'e Ser)i'e 5r#er

Co'pleteInteraction ecor!

A'ti)ities4 Do'uments (C Agent Ser)i'e (ntera'tion Re'or#

Chec; Service"r!er

Ser)i'e 5r#er (C Agent Ser)i'e Ser)i'e 5r#er

*n! Interaction (C Agent Ser)i'e En# 'onta't

Process Service"r!er (2n! -evel=elp Des;)

Ser)i'e 5r#er (C Agent Support

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? Process Steps

?1 *9Mail Processing

?11 Sen! *9Mail

$se

A 'ustomer sen#s an e-mail to the ser)i'e a##ress o$ a ser)i'e intera'tion 'enter using hison e-mail a''ount.

Prerequisites

(n or#er to pro'ess an in'oming 'ustomer e-mail4 %ou nee# an e1isting e-mail a''ount. >or

this s'enario4 SAP &est Pra'ti'es $or CRM has 'reate# an e-mail a''ount at )ahoo* ith userbpcrmtest an# passor# bptest .

>or in$ormation on the e-mail setup o$ the (ntera'tion Center *$or e1ample4 $or the 'orre'tser)i'e e-mail a##ress, re$er to the 'orrespon#ing Con$iguration Gui#e o$ /uil#ing /lo'3 CR# I"teractio" Ce"ter +C,-.4 se'tion A/e"t I"box Setti"/s.

Proce!ure

($ %ou ha)e an e1ternal e-mail a''ount4 'arr% out the $olloing steps to sen# an e-mail to the(ntera'tion Center *%ou 'an use e-mail a''ount bpcrmtest ith passor# bptest on the )ahoo* homepage,.

01 5n the )ahoo* homepage *that is http.%ahoo.'om,4 'hoose Mail.

21 Enter %our )ahoo*3I4 an# !ass5ord in the 'orrespon#ing $iel#s *$or this s'enario enteruser (D bpcrmtest ith passor# bptest ,.

61 Choose Si/" I".

71 Choose Compose on the upper part o$ the s'reen.

81 Enter the ser)i'e e-mail a##ress o$ %our (ntera'tion Center *$or e1ample4MA(@ADMJK#omainL, in the a##ress $iel# *To9,.

As3 %our s%stem a#ministrator $or the 'orre't re'ipient e-mail a##ress.

:1 As su/e't an#or te1t o$ the e-mail4 use the 3e%or#s o$ the solutions that ere 'reate#in the CRM s%stem #uring the installation *$or e1ample4 Q monitor,.

,1 Choose Se"d1

esult

ou ha)e sent an e-mail to the (ntera'tion Center.

?12 Select *9Mail

Prerequisites

he CRM s%stem has /een set up $or in/oun# e-mails /% %our s%stem a#ministrator.

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http://www.yahoo.com/

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n e9'ail a!!ress has /een 'aintaine! in the 'aster !ata o the /usiness partnersen!ing an e9'ail *$or e1ample4 e-mail a##ress bpcrmtest;<ahoo1com in the master #ata o$ the KSol#-o Part%L or the KConta't PersonL.

he intera'tion 'enter agent has /een assigne# to the E-Mail Han#ling "or3$lo. *see se'tion

E3#ail I"box in the Con$iguration Gui#e $or (ntera'tion Center,.ou are logge# on to the CRM "e/Client as (C agent $or ser)i'e ith user ic_agent_srv an#passor# 5elcome.

Proce!ure

. >rom the na)igation /ar4 'hoose I"box .

2. Enter the $olloing sear'h 'riteria


I"box Search

Categor% E-Mail

;. Choose Search.

<. (n the result list4 highlight the ne in/oun# e-mail *ith status Ope", an# 'hoose Reserve.

o the e-mail is lo'3e# /% the (C agent $or 'ustomer ser)i'e Ann An#erson *ho isno the responsi/le emplo%ee, $or $urther pro'essing. he status sit'hes $romOpe" to I" !rocess.o un#o an e-mail reser)ation4 'hoose Reset Reservatio". he e-mail ill /ea)aila/le again $or other agents.

. >or $urther pro'essing *see pro'ess steps /elo,4 'hoose I"teract .

!. ou are automati'all% ta3en to the Acco="t Ide"ti>icatio" area.

esult

he e-mail has /een sele'te# /% the responsi/le agent.

?1, I!entiy an! Conir' ccount

$se

As an (ntera'tion Center agent $or 'ustomer ser)i'e %ou pro'ess an e-mail $rom the KConta'tPersonL o$ a KSol#-o Part%L. &oth parties alrea#% e1ist as /usiness partners in the CRMs%stem.

Proce!ure

. (n the Acco="t Ide"ti>icatio" area 'he'3 the /usiness partners that are #etermine# /% thee-mail a##ress.

2. ($ there is more than one 'onta't person relate# to the 'onta'ting 'ompan%4 sele't therele)ant KConta't PersonL $rom the list /elo.($ there is onl% one 'onta't person relate# to %our /usiness partner4 then o/)iousl% nosele'tion is ne'essar%.

($ %ou ha)e a''i#entall% 'hosen the rong a''ount'onta't person4 %ou 'an e#it

the Acco="t or3spa'e 'hoosing Edit .

;. o 'on$irm the /usiness partner4 'hoose Co">irm.

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esult

he 'alling /usiness partner KConta't PersonL has /een i#enti$ie# an# 'on$irme#.

?1? Chec; ccount 4act Sheet

$se

he a''ount $a't sheet pro)i#es a stru'ture# o)er)ie o$ important in$ormation e1isting $or a'ertain 'ustomer.

Proce!ure

. >rom the na)igation /ar4 'hoose Acco="t Fact Sheet .

2. ou get in$ormation a/out4 $or e1ample4 'omponents4 'alls an# )arious #o'uments at aglan'e.

;. Che'3 i$ the 'on$irme# installe# /ase is #ispla%e# 'orre'tl% on the a''ount $a't sheet.

esult

he a''ount $a't sheet pro)i#es all #etails 'on'erning %our 'ustomer in a stru'ture# a%.

?16 Process Solution

$se

he ("o5led/e Search is a sear'h an# learning engine that pro)i#es an eas% sear'h metho#$or solutions $or 'ustomers pro/lems store# in a solution #ata/ase.

Proce!ure

(1) Display *9Mail

. >rom the na)igation /ar4 'hoose E3#ail to #ispla% the hole e-mail.

(2) Search or Solutions

2. >rom the na)igation /ar4 'hoose ("o5led/e Search.

;. As 3nole#ge /ase4 sele't Sol=tio" 4atabase an# language E"/lish.

<. Enter the pro/lem te1t *Q#o"itor de>ective, in $iel# Search Terms an# 'hoose Search.

. (n or3spa'e Search Res=lts %ou $in# a list o$ possi/le solutions 'on'erning the'ustomers pro/lem.

($ there is more than one solution pro)i#e#4 the list is sorte# /% rele)an'%. he tops%mptom is the one that might mat'h the 'ustomers pro/lem /est.

($ no s%mptom an# solution appears a$ter starting the sear'h4 it ma% /e that %ou $irstnee# to 'ompile the solution #ata/ase in#e1 *see se'tion Compili"/ !roblems a"dSol=tio"s in the Con$iguration Gui#e $or /uil#ing /lo'3 C06 3 CR# Service #aster4ata,.

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!. o #ispla% the solution #etails o$ the KPro/lemL4 'li'3 on the 'orrespon#ing entr%.

(,) !! Solution to Solution Cart

. "hen #ispla%ing the rele)ant KPro/lemL4 'hoose Add to Cart .

2. ou 'an no see the sele'te# pro/lemsolution in the Cart or3spa'e.

esult

he nole#ge Sear'h pro)i#es a list o$ pro/lems an# solutions that mat'h the sear'h'riteria.

he solution 'art 'ontains the sele'te# solution*s,. ou 'an sen# the solutions to an e-mailre'ipient i$ the pro/lem 'an /e sol)e# /% $olloing the instru'tions pro)i#e# in the solution.ou 'an also sen# the solutions to a ser)i'e or#er4 $or e1ample4 i$ the pro#u't nee#s to /erepaire#.

(n our /usiness s'enario the solutions are pro)i#e# to the 'ustomer /% e-mail repl%.

?1@ Provi!e Solution /y *9Mail

$se

ou 'an sen# the solutions to an e-mail re'ipient i$ the pro/lem 'an /e sol)e# /% $olloing theinstru'tions pro)i#e# in the solution.

Prerequisites

An e-mail a##ress has /een maintaine# $or the a''ount.

Proce!ure

. o sen# the solutions to the 'ustomer /% e-mail4 highlight the rele)ant solution*s, in thesolution 'art an# 'hoose E3#ail .

2. Complete the e-mail i$ ne'essar%

• "or3spa'e E3#ail +Ne5. *$or e1ample4 su/Aect4 e-mail te1t4 et'.,

• "or3spa'e E3#ail ?eader *$or e1ample4 sen#er or re'ipient a##ress4 atta'hments4

et'.,.

(n or#er to e#it the a''ounts e-mail a##ress4 $irst 'hoose Chec@ .

;. (n or#er to atta'h a #o'ument to %our e-mail repl%4 'hoose ro5se in or3spa'e Attachme"ts an# sele't the 'orrespon#ing $ile.hen 'hoose Add to a## the $ile as atta'hment.

<. Choose Se"d .

. ou get the in$ormation message #essa/e se"t .

esult

ou ha)e pro)i#e# a solution to %our 'ustomer )ia e-mail repl%.

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?1B Co'plete Interaction ecor!

$se

ou 'an a## $urther in$ormation to the intera'tion re'or#4 $or e1ample4 a## notes an#atta'hments4 or 'reate $ollo-up a'ti)ities. (n this s'enario4 these are ust optional steps.

Proce!ure

. >rom the na)igation /ar4 'hoose I"teractio" Record .

2. (n or3spa'e Notes %ou 'an a## $urther #es'riptions or notes i$ ne'essar%.

;. (n the Overvie5 or3spa'e4 'hoose Save.

esult

ou get the message that ! IC Activit< tra"sactio" &"o' has bee" created .

?18 *n! Interaction

Proce!ure

o en# the intera'tion ith the 'ustomer4 'hoose E"d in the appli'ation tool/ar.

&% 'hoosing E"d 4 the agent 'ompletel% en#s the intera'tion in the s%stem.he agent is rea#% $or the ne1t a'ti)it%.

esult All $iel#s are 'leare# an# %ou are rea#% to pro'ess the ne1t intera'tion.

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?2 In/oun! Call Processing

?21 I!entiy an! Conir' ccount

$se

he solution pro)i#e# /% e-mail #i# not sol)e the 'ustomers pro/lem4 so the 'ustomer is'alling the 'all 'enter /% phone to get a##itional help.

($ there is no C( integration esta/lishe#4 %ou $irst nee# to i#enti$% the 'ustomer henpro'essing the in/oun# phone 'all.

As an (ntera'tion Center agent $or 'ustomer ser)i'e4 %ou pro'ess a 'all $rom the KConta'tPersonL o$ a KSol#-o Part%L. &oth parties alrea#% e1ist as /usiness partners in the CRMs%stem.

Prerequisitesou ha)e logge# on to the (ntera'tion Center "e/Client as ic_agent_srv ith passor#5elcome.

Proce!ure

. >rom the na)igation /ar4 sele't the Acco="t Ide"ti>icatio" area.

2. :ia $iel# Acco="t or Acco="t I4 enter the respe'ti)e #ata $or the 'alling KSol#-o Part%Lan# press E"ter .

;. ($ there is more than one 'onta't person relate# to the 'alling 'ompan%4 sele't therele)ant KConta't PersonL $rom the list /elo.

($ %ou ha)e a''i#entall% 'hosen the rong 'onta't person4 %ou 'an 'lear the Acco="t or3spa'e /% 'hoosing Ca"cel .

<. Choose Co">irm to 'on$irm KSol#-o Part%L an# KConta't PersonL.

esult

he 'alling /usiness partner has /een i#enti$ie# an# 'on$irme#.

?22 Display Custo'er<s Installe! ase

$se

A$ter 'on$irming a 'alling 'ustomer4 %ou get a list o$ the 'ustomers installe# /ase'omponents.

Proce!ure

A$ter %ou 'on$irme# the 'ustomer4 %ou $in# the 'omplete 'ustomers installe# /ase ith the'orrespon#ing pro#u't in a result list /elo the a''ount #etails.

. (n or3spa'e Res=lts highlight the 'orrespon#ing #e$e'ti)e pro#u't *here KComponentL$or KPro#u'tL,. he pro#u't in$ormation is automati'all% trans$erre# to or3spa'e

I"stalled ase.

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2. (n or3spa'e I"stalled ase 'hoose Co">irm to 'on$irm the sele'te# installe# /ase'omponent.

esult

ou ha)e sele'te# one o$ the pro#u't 'omponents o$ the 'ustomers installe# /ase.

?2, Chec; Custo'er Interaction =istory

$se

Displa%ing the 'ustomer intera'tion histor%4 %ou 'an 'he'3 all pre)ious 'onta'ts an##o'uments that ha)e /een pro'esse# $or a 'ertain 'ustomer4 $or e1ample telephone 'alls4*sales, or#ers that ha)e /een 'reate#4 an# so on.

Prerequisiteshe /usiness partner #ata is 'orre'tl% #ispla%e# in the Acco="t or3spa'e.

Proce!ure

. (n the na)igation /ar4 'hoose I"teractio" ?istor< .

2. ($ not alrea#% #one automati'all%4 %ou 'an $urther restri't the sear'h $or intera'tionin$ormation /% entering the ne'essar% #etails in the $olloing $iel#s

4iel! na'e $ser action an! values Co''ent

Sho o list all in$ormation t%pes4#o not sele't an%thing1

Sele't the rele)ant in$ormation t%pe in theinput help to 'hoose hi'h t%pe o$

intera'tion in$ormation %ou ant to )ie.

>rom Dateto

Dates Sele't the perio# $or hi'h %ou oul# li3eto see the in$ormation.

ransa'tionum/er

um/er o$ the transa'tion A single transa'tion 'an /e #ispla%e#.

Des'ription Des'ription o$ the transa'tion A single transa'tion 'an /e $oun# /%sear'hing $or the #es'ription.

A''ount (D Sol!9To Party he a''ount (D is #ispla%e# automati'all%hen a''essing the (ntera'tion Histor%.

($ ne'essar%4 %ou 'an 'lear the sear'h $iel#s /% 'hoosing Clear1

;. Choose Search.

<. (n the C=stomer I"teractio"s 3 Res=lt list %ou 'an no see all pre)ious a'ti)ities'on'erning the 'ustomer.

esult

A''or#ing to %our sear'h 'riteria4 the 'ustomer intera'tion histor% is #ispla%e#.

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?2? Ta;e >otes +ith Scratch Pa!

$se

During the 'ustomer 'all %ou 'an easil% ta3e notes on the s'rat'h pa# an# trans$er thisin$ormation to the (ntera'tion Re'or# to rap up the intera'tion.

Proce!ure

. Cli'3 on Scratch !ad to open the Scratch !ad #ialog /o1.

2. (n this te1t $iel#4 %ou 'an t%pe in an% in$ormation %ou re'ei)e $rom the 'ustomer #uring the'all.

;. Choose Close to 'lose the s'rat'h pa#.

ou nee# to 'lose the s'rat'h pa# in or#er to /e a/le to import the notes in theparti'ular #o'ument*s,.

<. o trans$er the te1t in$ormation to4 $or e1ample4 the (ntera'tion Re'or#4 pro'ee# as#es'ri/e# in pro'e#ure step Create Service Order .

esult

he in$ormation a/out a 'ustomers pro/lem %ou 'apture# in the s'rat'h pa# #uring the 'all isa)aila/le to /e 'opie# to the (ntera'tion Re'or# at a later stage.

?26 Create Service "r!er $se

he purpose o$ the $olloing steps is to 'reate a ser)i'e or#er $or a #e$e'ti)e pro#u't item o$the 'ustomers installe# /ase.

A$ter its 'reation4 the ser)i'e or#er ill then /e $orar#e# to an agent o$ the 2n# le)el help#es3 $or $urther pro'essing.

Proce!ure

. >rom the na)igation /ar4 'hoose Service Order .

2. ($ organi8ational units nee# to /e sele'te#4 'li'3 on message Alter"ative or/a"iBatio"al="its >o="d *s'roll #on the message s'reen area, an# sele't the $olloing org. units

Scenario Sales%Service "rgani#ation

Respo"sible Sales Or/a"iBatio"

Sales &PNS@S *&P Dire't Sales,

Respo"sible Service Or/a"iBatio"

Ser)i'e &PNSR: *&P Ser)i'e &a'3 5$$i'e,

;. (n or3spa'e Notes sele't te1t t%pe !roblem 4escriptio" an# 'hoose Import Scratch !ad to trans$er the te1t in$ormation $rom the s'rat'h pa# as pro/lem #es'ription to the neser)i'e or#er.

<. (n or3spa'e Overvie5 enter the $olloing #ata

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Des'ription KAn% pro/lem #es'ription *$or e1ample4 Monitor #e$e'ti)e,

Priorit% :er% high

Status (n Pro'ess

. (n or3spa'e Items Services a"d Service !arts enter the $olloing items


Pro#u't (D KSer)i'eL

Tuantit% 4000

6nit HR

!. (n or3spa'e Overvie5 'hoose Save to sa)e the ne ser)i'e or#er.

7. (n or#er to $orar# the ser)i'e or#er to the responsi/le organi8ational unit *$or e1ample4

the 2n#

le)el help #es3, $or $urther pro'essing4 'hoose Escalate.

ou get the message that the !art"er 5ith >="ctio" Respo"sible Gro=p has bee"set to part"er &I4'4 hi'h means that another organi8ational unit *here&PN(CNS6P U &P (C Support, has /een assigne# as responsi/le group $or thene ser)i'e or#er a''or#ing to a spe'i$i' rule.

"ith the Rule Mo#eler a rule as #e$ine# that #etermines that in the 'ase o$ anes'alation o$ a ser)i'e or#er *here ith priorit% Ver< hi/h or 'ontaining a 'ertain'ategor%, the responsi/le group ill /e 'hange# a''or#ingl%.

>or #etails4 see the Con$iguration Gui#e o$ /uil#ing /lo'3 C66 CR#Teleservice4 'hapter 4e>i"i"/ R=les 5ith R=le #odeler .

+. a3e a note o$ the or#er num/er shon as an in$ormation message in the s%stemmessages area

NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN

esult

A ser)i'e or#er $or the 'ustomers pro/lem has /een 'reate# an# es'alate# $or $urtherpro'essing /% the responsi/le group.

?2@ Co'plete Interaction ecor!

$se

ou 'an a## $urther in$ormation to the intera'tion re'or#4 $or e1ample4 a## notes an#atta'hments or 'reate $ollo-up a'ti)ities. (n this s'enario4 these are ust optional steps.

Proce!ure

. >rom the na)igation /ar4 'hoose I"teractio" Record .

2. (n or3spa'e Notes %ou 'an a## $urther #es'riptions or notes i$ ne'essar%Sele't a te1t t%pe *$or e1ample4 Note,4 pla'e %our 'ursor in the te1t $iel# an# either enter ate1t manuall% or 'hoose Import Scratch !ad .

;. (n the Overvie5 or3spa'e4 'hoose Save.

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esult

he intera'tion re'or# has /een 'reate# an# 'omplete#.

?2B Chec; Service "r!er

$se

ou 'an either use the (ntera'tion Histor% or the (n/o1 to get an o)er)ie o$ all opentransa'tions.

Proce!ure

. >rom the na)igation /ar4 'hoose I"teractio" ?istor< .

2. (n $iel# Sho5 sele't Service !rocess an# 'hoose Search.ou 'an see %our ne ser)i'e or#er in the C=stomer I"teractio"s Res=lt list.

;. >rom the na)igation /ar4 'hoose I"box .

<. (n $iel# Cate/or< 4 sele't ! IC Service Order an# 'hoose Search.ou 'an see %our ne ser)i'e or#er in the Res=lt Dist .

?28 *n! Interaction

Proce!ure

. o en# the intera'tion ith the 'ustomer4 'hoose E"d in the tool/ar.

&% 'hoosing E"d 4 the agent 'ompletel% en#s the intera'tion in the s%stem.he agent is rea#% $or the ne1t a'ti)it%.

esult

A$ter %ou ha)e 'hosen E"d all $iel#s are 'leare# an# %ou are rea#% to pro'ess the ne1t 'all.

?2E Process Service "r!er (2n! -evel =elp Des;)

$se

An (C agent o$ the 2n# le)el support *user IC_AGENT_SUP , logs on to the (C "e/Client4sele'ts the ne ser)i'e or#er $rom his agent in/o1 an# is no a/le to $urther pro'ess theser)i'e or#er.

Proce!ure

. @og on to the (C "e/Client ith user IC_AGENT_SUP an# passor# 5elcome *see'hapter Do/ o" to CR# $ebClie"t %I ,.

2. >rom the na)igation /ar4 'hoose I"box .

;. (n the I"box Search or3spa'e in $iel# Assi/"ed To sele't the respe'ti)e organi8ationalunit $or ser)i'e or#er es'alations to hi'h the support (C agent is assigne# to *here !

IC S=pport , an# 'hoose Search.

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<. he 2n# le)el help #es3 agent 'an no sele't the respe'ti)e ser)i'e or#er $rom the Res=ltDist /elo $or $urther pro'essing.

esult

he ser)i'e or#er has /een $orar#e# to the respe'ti)e organi8ational unit $or 2n# le)el help#es3 support. Another (C agent ho is assigne# to this organi8ational unit 'an no sele't theser)i'e or#er $or $urther pro'essing.

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