Request-to-Resolve Scenario Overview Handling an

Transcript:Request-to-Resolve Scenario Overview Handling an:
Request-to-Resolve Scenario Overview Handling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Scenario Explorer Open Legend Customer Service Representative Scenario Description The following business roles are involved in this scenario: The Request-to-Resolve business scenario enables your service department to provide customer service and support to prospects and existing customers. It provides you with functions to receive inquiries via different input channels, and to create and handle service requests. You can provide solutions to your customer using various output channels, and trigger appropriate follow-up activities such as field services. There are also enhanced functions for: Knowledge base support to efficiently resolve service requests Customer warranties to meet legal requirements, and manage entitlements for product failures and defects Service levels for monitoring performance objectives and due dates Scenario/Processes Business Value Scenario Flow Further Information Request-to-Resolve Scenario Overview Handling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Customer Service Representative Scenario Description The following business roles are involved in this scenario: The Request-to-Resolve business scenario enables your service department to provide customer service and support to prospects and existing customers. It provides you with functions to receive inquiries via different input channels, and to create and handle service requests. You can provide solutions to your customer using various output channels, and trigger appropriate follow-up activities such as field services. There are also enhanced functions for: Knowledge base support to efficiently resolve service requests Customer warranties to meet legal requirements, and manage entitlements for product failures and defects Service levels for monitoring performance objectives and due dates Legend Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third-party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Close Legend Scenario/Processes Business Value Scenario Flow Further Information Scenario Explorer Request-to-Resolve Process Details: Handling an Incoming Customer Inquiry Handling an Incoming Customer Inquiry Receive an incoming call and log an inquiry i Creating, Assigning, and Resolving a Service Request Scenario Explorer Process Description Performed by Customer Service Representative In the Work Center(s) Account Management Further Information Click here to display process variants X The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet. During