Service Request What's New

8/10/2019 Service Request What's New

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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




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Service Request Management Overview

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

Since SAP CRM 7.0 a default transactiontype Service Request is available

A service request is a one-item transaction,for which the item is usually automaticallydetermined

Service requests can be categorized,prioritized, and dispatched

In addition to the service requests, masterservice requests can be used to bundleseveral service requests into one masterservice request

Apart from the bundling function, the samefunctionality as for service requests applies tomaster service requests

Since SAP CRM 7.0 a default transactiontype Problem is available which represents amaster service request

Customer Service Organization Expert

Contact

service

desk

Confirmrequest

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

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

IT service management

Technical service management

Facility management

Information help-desks

..and many more scenarios

From a technical perspective,

the service request functions are the basis for the incident management process in the ITservice management scenario

the master service request functions are the basis for the problem management processin the IT service management scenario

Please also refer to the Incident and Problem Management chapter.


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Service Request Details (1)

In the ServiceRequest Detailsyou can document

who has reported theissue and who isresponsible for it

the processing statusand requested start andend date

the impact, urgency,priority and multiplecategories

textual descriptions ofdiverse text types which objects are

affected whether the service

request is assigned to aproblem, request forchange, or knowledgearticle

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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In the service request you haveaccess 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 requestfrom scratch or from a template.

You can copy an existing servicerequest

You can create follow-uptransactions from the servicerequest, for example, a serviceconfirmation

Send e-mail is only available in non-Interaction Center business roles.


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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


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Master Service Request (Problem) Overview

Nearly all functions asdescribed for the servicerequest also apply to themaster service request(problem).

Not included in the masterservice request are:

Unlock Find Related Problem Process Flow of Service

Request In addition to service request

functions, the master servicerequest offers:

Related Incidentsassignment block tobundle service requests(=> incidents)

Pricing, shipping andbilling assignment blocks

A master service request (problem) is a service request to which one or more businesstransactions are assigned and locked. When a transaction or transactions are locked to amaster service request, users process only that master service request rather than processingmultiple transactions individually.


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Agenda









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Item Determination

The item for the service request is usually determined automatically based on theservice requests multi-level categorization.

You can configure the system to decide whether the selected categorization can bechanged after initial category selection and whether the item is re-determined if thecategorization is changed.

If no service product is defined for the selectedcategorization level, but a service product isavailable on a higher-level category, therespective service product will be used for itemdetermination

If you dont want the item to be determined

based on the service requests categorization,you can use a BAdI

Per default, the item is not displayed in theservice request. If required, it can easily bemade 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 determinedfrom these objects based on a determination procedure.

Dates like To Do By can be automatically calculated based on the service andresponse profile information.

For details, refer to the IT Service Level Management presentation.


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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 severalcategorization blocks.

To auto complete a service request, the processor needs to select acategorization and the system can then find and copy a template which wasassigned to this categorization

Problems with the same categorization as entered in the service request can beproposed by the system when choosing Find Related Problems

Knowledge articles with the same categorization as entered in the servicerequest can be proposed by the system when choosing Find KnowledgeArticles


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Example: Find Knowledge Articles

Find Knowledge Articles finds knowledge articles which have the same categorization on header level as aservice 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 teambased on flexibly definable rules, for example if a help-desk agent cannot solve anissue remotely and wants to dispatch the service request to the 2nd level support.

Rules for dispatching are set up in the Rule Modeler.


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Display Object Relationships

If object relationships exist for an object entered on the service requests 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 knowledgearticles 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 categorizationschema

To help process the service request, the processor can search for knowledgearticles in the service request:

For further information about the knowledge article, please refer to the Knowledge Articlechapter 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 LevelAgreement 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 asfollow-up of a service request, for example a service confirmation:

You can schedule and execute actions in the service request:


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Processing Log

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

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 samecatalog categorization as the problem. The user can select the relevant transactions andassign 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 andthe 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 forchange). 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 forchange) but the user would like to process it individually after all, theemployee can select Unlock in the service request to open theservice request again for processing.


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Agenda









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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 aservice request or problem (master service request):

Time record details can contain: Actual duration, employee responsible, serviceproduct 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 perentered time record

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

When you enter your time spent working on a business transaction, the service productavailable in the transactions item is automatically copied into the time record as read-onlyinformation. You can enter start date and time, work duration, employee responsible, aswell as additional data such as service and valuation type.

Once the first time record is saved, the system automatically creates a service confirmationas a follow-up document of the service request / master service request. The confirmationis created according to the copy-control settings defined in Customizing. Further timerecords in the same service request / master service request will be captured as itemswithin the existing service confirmation.

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

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 timerecord (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 bedefined 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


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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 transactions 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 e-mail


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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 processedinbound e-mails

Automatic linking of reply e-mails to theoriginal service request / problem

Routing of a generated servicerequest / problem to a specificservice team

or employee responsibleDear helpdesk,I am not able to accessyour 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)

SLA Compliance (0SRQ_C11_Q0002)


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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 / problemswithin and outside of requested end date

Number and percentage ofopen 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 requestsand 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 / problemsfor 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 contactperson for service processes

Report CRM_SSC_ERCP facilitates creation of role contact personfor employee master data

Set up batch job to regularlyrun 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 thefollowing business roles:

IC Manager: Managing Operations Search: Contact Person Relationships

IT Service Professional: Master Data Search: Contact Person Relationships


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Agenda









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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 MultilevelCategorization Assign Transaction Types to Catalog Categories

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

Catalog Category C: Overview ofDamage/Defect/Reasons

Catalog Category D: DefectLocations/Object Parts


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Assignments in the Category Modeler

Service product is relevant for itemdetermination in service request (e.g.

transaction type incident) and masterservice request (e.g. transaction typeproblem)

Knowledge articles are relevant for SuggestKnowledge Articles (Knowledge Articlesassignment block)

For Auto Complete of service request, add aservice request template in the IncidentTemplate area

For master service requests use the ProblemTemplate area

For service processes of class Request forChange use the Request for ChangeTemplate area.

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


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Example: Suggest Knowledge Articles

Suggest Knowledge Articles will determineknowledge articles from the categorizationschema for the selected category


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Multilevel Categorization Customizing

Define which transaction type catalog categorization combination will beused for Find Related Objects, Auto Complete, Item Determination.


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Item Determination

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

To assign service products to categories, go to the categorization schema, forexample in the IT Service Professional Role Service Operations CategorizationSchemas

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

In item determination customizing you define whether the service requests itemshould 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 theActive checkbox to indicate that you want multilevel categorization todetermine the service product for the transaction. If multiple service products aredetermined based on multilevel categorization, the system chooses the product from thelowest-level category. If the system cannot determine the product for the line item viathe categorization schema, the BAdI CRM_SERVICEPROD_BADI is called. If you donot select theActive checkbox for a transaction, the system uses the BAdI only todetermine 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 beredetermined based on the new categories when multilevel categorization is modified.

Service contract determination, service level agreement determination, service levelprofiles, and date calculations are executed at the item level.

The code for item determination is in function moduleCRM_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 ifcategory changed).

The standard BADI returns product INVESTIGATION by default if no implementationwas 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 categorycombination

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 DefineSystem Proposals for Related Transactions.

Per default, Find Related Problems and Find Related Incidents are available on the UI. Ifyou need further system proposals, in addition to the customizing settings you also need toenhance the service requests UI.

Define the matching parameters in the target transaction type which will determine whichtransactions 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 activatethe relevant transaction type catalog category combination for Find Related Object in themultilevel catorization (see previous slide Multilevel Categorization Customizing)

Find Related Problem is available per default for service requests / incidents andrequests for change.

Find Related Incident is available per default for master service requests / problemsand requests for change.


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Service Level Determination

SLA determination procedures determine the service and response profiles for thetransaction 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 datasuch 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) todefine your own logic for determining SLAs.

The prerequisite is that you have defined SLA profiles on the SAP Easy Access screenunder Service -> Maintain Availability and Response Times (CRMD_SERV_SLA).

Activities

Define an SLA determination procedure and then create the access sequence for it. Theaccess sequence identifies where to search for the SLA and in what sequence.

Assign the SLA determination procedure to the transaction in SAP CustomizingImplementation Guide -> Customer Relationship Management -> Transactions -> Basic

Settings -> Define Transaction Types inAssignment of Business Transaction Categories inthe Customizing headerfor 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 transactionbased on the entered combination ofimpact and urgency.

A priority different than therecommendation can still be selectedmanually.

The determined priority is based onimpacts, urgencies and their combinedpriority defined in customizing:

Customer Relationship Management Transactions Settings for ServiceRequests Define Impact / Urgency /Recommended Priority

SAP Customizing Implementation Guide -> Customer Relationship Management ->Transactions -> Settings for Service Requests -> Define Impact/Urgency/RecommendedPriority

Activities

1. Define the impact and urgency levels.

2. Assign a priority to a combination of urgency and impact levels.


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Date Calculation / Settings for Durations

Track the duration of how long theservice request was in certainstatus

Store the date when the servicerequest reached a certain status

You can track durations and

dates based on status changes inthe service request.

Durations are recorded anddisplayed in the Dates and ServiceLevel Agreements assignmentblocks.

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 tocalculate 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' status2. Work Duration = Duration of New' status + Duration of 'In Process' status-> The duration for 'Customer Action' will be accumulated to 'Total Duration', but not 'WorkDuration'.

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 isset to Completed.

The update of the durations or dates is called in the event BEFORE_SAVE. This event triggers thefunction CRM_SRQM_UPDATE_DURATION_EC. The FM checks for status changes of thetransaction 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 CustomizingImplementation Guide -> Customer Relationship Management -> Basic Functions > DateManagement -> 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 thestandard 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 ofany 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 -> AssignLog Types to Transaction Types

You define which processing log types are associated with a transaction type. Theprocessing 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 ProcessingLogassignment 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 performCustomizing in

SAP Customizing Implementation Guide -> Customer Relationship Management ->

Transactions -> Settings for Service Requests -> Settings for Processing Log -> DefineChange History for Processing Log

You define the changed fields that you want to record in the processing log.


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Dispatch: Rule Modeler Contexts

Customizing: Customer Relationship Management E-Mail ResponseManagement System Define Repository

The context SERVICEREQUEST per default has four actions assigned: InvokePolicy, 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 rulemodeler.


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Dispatch: Service Manager Profile

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

Customizing: Customer Relationship Management E-Mail ResponseManagement System Service Manager Define Service Manager Profiles

The context and the name of the default rule policy can be found in the DirectlyCalled 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 servicerequests here:

Customizing: Customer Relationship Management Transactions AdditionalSettings 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 ServiceProfessional 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. whendue date is reached. For example in the action profile of the incident the actionIT_INCIDENT_DISPATCH is available for this.


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Agenda









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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 TimeRecording

In the view Assignment of Business Transaction Categories, select the TransactionCategory 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 theIMG document Define Basic Settings for Checklist:

Customer Relationship Management Transactions Basic Settings

Checklist Settings

Define BasicSettings for Checklist

The partner determination procedure/s you use for checklist items contain the partnerfunctions you want to offer per item = checklist step.

You should not allow the user to enter more than one partner per partner function, sincethis 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 thechecklist 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 rulemodeler 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 inthe 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 tobe used for the checklist step.

Per default, item category CHKL is delivered which is linked to item category usage CKCU / transaction typeSRVR (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 threepossible insurances defined as options, so that the user can select the appropriate option to document thathe/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 procedureof the checklist steps item category

You define rule in the Rule Policies function. Per default, the checklist partner determination rule needs tohave the ID CHK_BP. This main rule can be used to invoke further policies. (You can change the default IDin customizing: E-Mail Response Management System -> Service Manager -> Define Service ManagerProfiles: 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 sequentialinformation 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 assignedchecklist profile will be available for the specific transaction type.

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

Per default, the checklist functionality can be assigned to transaction types of BUS typesBUS2000116 (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. Perdefault, the checklist determination rule needs to have the ID CHKLST_ID. This main rulecan 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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Checklist Settings: Define Workflow Settings

for Checklist

If you want to inform users via SAP Workflow about checklist steps which havebeen assigned to them:

Flag Enable Workflow per relevant checklist profile in Customer RelationshipManagement Transactions Basic Settings Checklist Settings DefineChecklist Profiles

Set up SAP Workflow settings as described in Customer RelationshipManagement Transactions Basic Settings Checklist Settings DefineWorkflow Settings for Checklist


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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:

KnowledgeArticles:Search

Navigation Object Type /

Action

[EVENT$AutoSuggestKAStart:NumberOfKA] SuggestedKnowledge Articles

ENAutoSuggest ofKnowledge

Articles

AUTOSUGGEST_KAS

MessageLanguageDescriptionName

Prerequisites:

Make sure generic OP Mapping for your navigation bar (Customer RelationshipManagement > 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 CenterWebClient > Additional Functions > Intent-Driven Interaction > Define Events inRepository), 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 categorizationschema.


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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 Managerbusiness role Process Modeling Create Rule Policy with the following parameters:

Define two rules with following parameters within the rule policy and release rules:

Intent DrivenInteraction

ContextYour IC business

role/s

Business RolesAutoSuggestKAEnd and

AutoSuggestKAStart

ENAutoSuggest ofKnowledge

Articles

AUTOKASIC EventsLanguageDescriptionName

IfCurrent Event Equals Auto Suggest Knowledge Article EndThenTerminate Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE

ARTICLES )

Remove KA Alert

IfCurrent Event Equals Auto Suggest Knowledge Article Start

ThenTrigger Alert ( Alert Name = AUTO SUGGEST OF KNOWLEDGE

ARTICLES; Time Delay (seconds) = "0" )

Show KA Alert

Rule DefinitionName


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Service requests and problems will be created automatically depending on theinbound 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 selectedfrom the navigation bar:

Process Mo del ing -> Rule Pol ic ies


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To be able to trigger several rules, use the DEFAULT rule of the E-Mail ResponseManagement 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 DEFAULTin this case.

The following customizing is necessary: SPRO-> Custom er Relat ionsh ip Management E-Mai l Respons e

Management System Service Manager Assign Service Manager Profiles

Address Number = recipients e-mail address

Service Manager Profile = DEFAULT


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ERMS: Automatic Linking of Reply E-Mails

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

After the automatic creation of service requests / problems the inbound e-mails canbe answered. The reply e-mails will be automatically linked to the generated servicerequests and problems.


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ERMS: Routing of Service Requests / Problems

(1/2)

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


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ERMS: Routing of Service Requests / Problems

(2/2)

To be able to trigger several rules, use the DEFAULT rule of the E-Mail ResponseManagement System to invoke all relevant rules.


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Further ERMS settings are necessary

Define receiving e-mail addresses for receiving the e-mails concerning servicerequests / problems

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

Assign agents for e-mail handling

ERMS: Further Settings


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Lesson Summary

This unit covered

service request management

processing of service requests

configuring service requests

Thank you for attending this learning unit.


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Further Information

SAP Online Knowledge ProductsSAP Service Marketplace http://service.sap.com/okp

SAP CRM 7.0 Learning MapsSAP Service Marketplace http://service.sap.com/rkt-crm> SAP CRM 7.0

Online DocumentationSAP Help Portal http://help.sap.com/ > Documentation >SAP Business Suite > SAP Customer Relationship

Management

Here you`ll find useful links.


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