Service Scenarios for best practices in SAP CRM

Solution Search: The solution search scenario illustrates the typical procedure of a customer using a Web-based self-service to search for information or solutions for a problem concerning a recently purchased product. The scenario gives you a step-by-step view on how the customer enters the self-service page of the supplier in order to get access to FAQs and a solution repository where the customer is allowed to search for helpful productspecific information.
Service Request Management: The service request management scenario illustrates the typical procedure of a customer using a Web-based self-service to apply for a service, such as an on-site service visit. The scenario gives you a step-by-step view on how the customer logs on to the self-service environment of the supplier in order to enter a service request for a recently purchased product.
Complaint Management: This complaint management scenario illustrates the typical procedure of a customer using a Web-based self-service to enter a complaint. The scenario gives you a step-by-step view on how the customer logs on to the self-service environment of the supplier in order to register a recently purchased product and to enter a complaint for this product.
Information Help Desk: The information help desk scenario illustrates the typical activities of a service agent processing inbound customer e-mails. The system automatically confirms the receipt of the incoming e-mail and identifies the customer by his or her e-mail address. To resolve the customer’s problem, the agent searches in a knowledge database that contains solutions to common problems. The agent sends back the information that best matches the search criteria via e-mail reply. The whole scenario takes place in the Web-based environment for SAP Interaction Center.
Customer Service and Support: The customer service and support scenario illustrates the typical activities of a service agent interacting with a customer on the telephone. When a customer calls a call center, the agent can check the customer’s interaction history, display and edit the customer data, and check service agreements and warranties. Then the agent can create a service ticket as a result of the customer’s problem. The whole scenario takes place in the Web-based environment for SAP Interaction Center.
Service Order Management: Within the context of the service order management scenario, service representatives enter and process service orders in mySAP CRM. The scenario includes a complete range of processes concerning the performance of services, starting with the creation of a service order, the planning of service resources, and the processing and confirmation of the actual service order, right through to the preparation of the invoice and reporting.
Complaint Management: Within the context of the complaint management scenario, service representatives enter complaints and process them in mySAP CRM. The scenario covers the entire complaints process, from the recording of a complaint, the technical analysis, and the relevant follow-up steps (such as processing the return of a defective product and the corresponding credit memo), through to statistical evaluations.