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

Transcription

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

2 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 SAP 2009 / Page 2 2

3 Agenda 1. Service Request Management Overview 2. Service Request Management Functions 2.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM Service Request Management Configuration 3.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM 7.0 SAP 2009 / Page 3 3

4 Service Request Management Overview Customer Service Organization Expert Contact service desk Confirm request fulfillment 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 Fulfill request 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 SAP 2009 / Page 4 4

5 Service Request Management Usage Options Service requests and problems ( master service requests ) can be used in Shared Service Centers, e.g. for Accounting Interaction Center IT service management Technical service management Facility management Information help-desks..and many more scenarios SAP 2009 / Page 5 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 Please also refer to the Incident and Problem Management chapter. 5

6 Service Request Details (1) 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. 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 SAP 2009 / Page 6 6

7 Service Request Details (2) 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 In the service request you have access to Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Send Print / Print Preview Display Object Relationships SAP 2009 / Page 7 Send is only available in non-interaction Center business roles. 7

8 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 Change history and processing log SAP 2009 / Page 8 8

9 Master Service Request ( Problem ) Overview 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. SAP 2009 / Page 9 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 9

10 Agenda 1. Service Request Management Overview 2. Service Request Management Functions 2.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM Service Request Management Configuration 3.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM 7.0 SAP 2009 / Page 10 10

11 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 SAP 2009 / Page 11 11

12 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. SAP 2009 / Page 12 For details, refer to the IT Service Level Management presentation. 12

13 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 Articles SAP 2009 / Page 13 13

14 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. SAP 2009 / Page 14 14

15 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. Rules for dispatching are set up in the Rule Modeler. SAP 2009 / Page 15 15

16 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. SAP 2009 / Page 16 16

17 Knowledge Article Integration To help process the service request, the processor can search for knowledge articles in the service request: 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 SAP 2009 / Page 17 For further information about the knowledge article, please refer to the Knowledge Article chapter of the IT Service Management RKT topic. 17

18 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. SAP 2009 / Page 18 18

19 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: You can schedule and execute actions in the service request: SAP 2009 / Page 19 19

20 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. SAP 2009 / Page 20 20

21 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 request to refer to them SAP 2009 / Page 21 21

22 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 SAP 2009 / Page 22 22

23 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. SAP 2009 / Page 23 23

24 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. SAP 2009 / Page 24 24

25 Agenda 1. Service Request Management Overview 2. Service Request Management Functions 2.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM Service Request Management Configuration 3.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM 7.0 SAP 2009 / Page 25 25

26 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 SAP 2009 / Page 26 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. 26

27 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 Available for service requests / incidents, problems, requests for change, service orders SAP 2009 / Page 27 27

28 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 send the knowledge articles via SAP 2009 / Page 28 28

29 ERMS Enablement for Service Requests / Problems New since SAP CRM 7.0 SP04 / SAP EHP1 for SAP CRM 7.0 Service requests and problems (master service requests) are now enabled for Response Management System in Interaction Center environments, allowing: Automatic creation of service requests and problems based on ERMS processed inbound s Automatic linking of reply s 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 SAP 2009 / Page 29 29

30 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) SLA Compliance (0SRQ_C11_Q0002) SAP 2009 / Page 30 30

31 Interactive Reporting for Service Requests and Problems New in SAP Enhancement Package 1 for SAP CRM 7.0 Interactive Reporting ( OLTP Reporting ) has been enabled for service requests and problems as of 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 SAP 2009 / Page 31 31

32 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 SAP 2009 / Page 32 32

33 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 SAP 2009 / Page 33 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 IT Service Professional: Master Data Search: Contact Person Relationships 33

34 Agenda 1. Service Request Management Overview 2. Service Request Management Functions 2.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM Service Request Management Configuration 3.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM 7.0 SAP 2009 / Page 34 34

35 Multiple Categorization Blocks Catalog Category C: Overview of Damage/Defect/Reasons Catalog Category D: Defect Locations/Object Parts 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 SAP 2009 / Page 35 35

36 Assignments in the Category Modeler Service product is relevant for item determination in 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 Complete of 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. SAP 2009 / Page 36 36

37 Example: Suggest Knowledge Articles Suggest Knowledge Articles will determine knowledge articles from the categorization schema for the selected category SAP 2009 / Page 37 37

38 Multilevel Categorization Customizing Define which transaction type catalog categorization combination will be used for Find Related Objects, Auto Complete, Item Determination. SAP 2009 / Page 38 38

39 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. If the item determination is active, the service product which is assigned to the service request category is used for item determination To assign service products to categories, go to the categorization schema, for example in the IT Service Professional Role Service Operations Categorization Schemas 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 SAP 2009 / Page 39 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. 39

40 Auto Complete with Template While creating a new service request, you can use the Auto Complete function to copy predefined 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. SAP 2009 / Page 40 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. 40

41 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 ) SAP 2009 / Page 41 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. 41

42 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 2009 / Page 42 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 BUS Service Process. Note: You can also manually assign SLAs to transactions in the Service Level Agreements block. 42

43 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 2009 / Page 43 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. 2. Assign a priority to a combination of urgency and impact levels. 43

44 Date Calculation / Settings for Durations You can track durations and dates based on status changes in the service request. Track the duration of how long the service request was in certain status Store the date when the service request reached a certain status Durations are recorded and displayed in the Dates and Service Level Agreements assignment blocks. SAP 2009 / Page 44 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 IT which is used in the service request. 44

45 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 2009 / Page 45 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 You define the changed fields that you want to record in the processing log. 45

46 Dispatch: Rule Modeler Contexts 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. Customizing: Customer Relationship Management 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 SAP 2009 / Page 46 46

47 Dispatch: Service Manager Profile In Service Manager profiles, the context and the name of the default rule are assigned. Customizing: Customer Relationship Management 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. SAP 2009 / Page 47 47

48 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. SAP 2009 / Page 48 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 IT_INCIDENT_DISPATCH is available for this. 48

49 Agenda 1. Service Request Management Overview 2. Service Request Management Functions 2.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM Service Request Management Configuration 3.1 Functions Available with SAP CRM Functions Available with SAP EHP1 for SAP CRM 7.0 SAP 2009 / Page 49 49

50 Time Recording You can define which service confirmation transaction type is used for Time Recording per (master) service request transaction type: 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 BUS Service Process and go to the Customizing Header view Enter the service confirmation transaction type in the Trans.Type Confirm. field SAP 2009 / Page 50 50

51 Checklist Settings: Checklist Basic Settings For checklist steps, item functionality is being reused A new object type BUS CRM Checklist Item has been created Based on BUS 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 SAP 2009 / Page 51 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. 51

52 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 SAP 2009 / Page 52 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: 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. 52

53 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. SAP 2009 / Page 53 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 BUS (CRM Service Process), BUS (CRM Service Request), BUS (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. 53

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 Workflow Settings for Checklist SAP 2009 / Page 54 54

55 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: Name Description Language Navigation Object Type / Action Message AUTOSUG GEST_KAS Auto Suggest of Knowledge Articles EN Knowledge Articles:Search [EVENT$AutoSuggestKAStart:Nu mberofka] Suggested Knowledge Articles SAP 2009 / Page 55 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. 55

56 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: Name Description Language Context Business Roles IC Events AUTOKAS Auto Suggest of Knowledge Articles EN Intent Driven Interaction Your IC business role/s AutoSuggestKAEnd and AutoSuggestKAStart Define two rules with following parameters within the rule policy and release rules: Name Show KA Alert Remove KA Alert Rule Definition If Current Event Equals Auto Suggest Knowledge Article Start Then Trigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES; Time Delay (seconds) = "0" ) If Current Event Equals Auto Suggest Knowledge Article End Then Terminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE ARTICLES ) SAP 2009 / Page 56 56

57 ERMS: Define Rules for Automatic Creation of Service Requests and Problems (1/2) Service requests and problems will be created automatically depending on the inbound s. Create the rules in the rule modeler, e.g. in the business role IC_MANAGER Process Modeling Create Rule Policy. SAP 2009 / Page 57 To create a rule with the business role IC_MANAGER the following link has to be selected from the navigation bar: Process Modeling -> Rule Policies 57

58 ERMS: Define Rules for Automatic Creation of Service Requests and Problems (2/2) To be able to trigger several rules, use the DEFAULT rule of the Response Management System to invoke all relevant rules. SAP 2009 / Page 58 The recipient address has to be assigned to the Service Manager Profile DEFAULT in this case. The following customizing is necessary: SPRO-> Customer Relationship Management Response Management System Service Manager Assign Service Manager Profiles Address Number = recipient s address Service Manager Profile = DEFAULT 58

59 ERMS: Automatic Linking of Reply s After the automatic creation of service requests / problems the inbound s can be answered. The reply s will be automatically linked to the generated service requests and problems. Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith SAP 2009 / Page 59 59

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 Process Modeling Create Rule Policy. SAP 2009 / Page 60 60

61 ERMS: Routing of Service Requests / Problems (2/2) To be able to trigger several rules, use the DEFAULT rule of the Response Management System to invoke all relevant rules. SAP 2009 / Page 61 61

62 ERMS: Further Settings Further ERMS settings are necessary Define receiving addresses for receiving the s concerning service requests / problems Maintain recipient distribution to define an address as recipient address Assign agents for handling SAP 2009 / Page 62 62

63 Lesson Summary This unit covered service request management processing of service requests configuring service requests SAP 2009 / Page 63 Thank you for attending this learning unit. 63

64 Further Information SAP Online Knowledge Products SAP Service Marketplace SAP CRM 7.0 Learning Maps SAP Service Marketplace > SAP CRM 7.0 Online Documentation SAP Help Portal > Documentation > SAP Business Suite > SAP Customer Relationship Management SAP 2009 / Page 64 Here you`ll find useful links. 64

65 Copyright 2009 SAP AG All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects S.A. in the United States and in other countries. Business Objects is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warrant. SAP 2009 / Page 65 65