SAP CRM Tutorial
SAP CRM Useful Resources
Selected Reading
- SAP CRM – Web Channel
- SAP CRM – Billing
- SAP CRM – Pricing
- SAP CRM – Business Transactions
- SAP CRM – Product Master
- SAP CRM – IC Profiles & Configuration
- SAP CRM – Interaction Center
- SAP CRM – Service Order Mngmt
- SAP CRM – Service Contracts
- SAP CRM – Service Request Mngmt
- SAP CRM – Service
- SAP CRM – Campaign Management
- SAP CRM – Marketing Calendar
- SAP CRM – Marketing Planning
- SAP CRM – Marketing
- SAP CRM – Taxes
- SAP CRM – Outline Agreements
- Quotation & Order Mngmt
- SAP CRM – Opportunity Management
- SAP CRM – Activity Management
- SAP CRM – Account Planning
- SAP CRM – Sales
- SAP CRM – Web UI Configuration
- SAP CRM – WebClient UI
- SAP CRM – GUI
- SAP CRM – Integration With SAP SD
- SAP CRM – Capabilities
- SAP CRM – Architecture
- SAP CRM – Introduction
- SAP CRM – Home
SAP CRM Useful Resources
Selected Reading
- Who is Who
- Computer Glossary
- HR Interview Questions
- Effective Resume Writing
- Questions and Answers
- UPSC IAS Exams Notes
SAP CRM – Service Request Mngmt
SAP CRM - Service Request Management
Service requests are used to fulfill the requests submitted by the customer. Companies can use service requests internally where a different department depvers service and also for external customers. A customer can call the service desk to open service requests or they can be submitted directly by service personnel or by users after logging into the system.
Service Tickets
Service Ticket was introduced in CRM 4.0 and was a variant of IC interaction Center service order business transaction. Service Tickets provide add-on industry service to support service desk scenarios.
Service Ticket Transaction View
Service Requests
Service Requests are available in CRM 7.0 and are introduced to provide functionapty in service tickets and also additional features pke multilevel categorization, knowledge articles, and master service requests.
A service request is built on a different Business Object Type in the Business Object Repository BUS2000223 rather than BUS2000116 and master service request is built on BUS2000224.
Service Request in Interaction Center
Service Request Transaction View
Service Tickets Vs. Service Requests
The following table highpghts the key differences between Service Tickets and Service Requests.
| Feature | Service Tickets | Service Requests |
|---|---|---|
| Views | Only IC roles | Available in all CRM WebCpent and IC business roles |
| Versions | CRM 4.0 SIE, CRM 2005, CRM 2006s, CRM 7.0 | CRM 7.0 |
| Time Recording | Yes | Planned for upcoming release in SAP CRM 7.0 possible via Service Confirmations |
| Multi-Level Categorization | Yes, Basic | Yes, Enhanced with upto five categorization schemas |
| Dispatch("Escalate") | Yes | Yes |
| Standard BI Reports | Yes | BI Content available; standard reports planned for future release |
| Out of Box Interactive Reporting (OLTP) | Yes | No, planned for upcoming release |
| Email Response Management System (ERMS) Integration | Yes | Not yet, planned for SAP CRM 7.0 SP04 |
| Intent Driven Interaction Integration | Yes | Yes |
| Item Determination | Hard-coded dummy pne item, determination via BAdl | Flexible item Determination using Categorization |
| Standard Alerts (to show open Service Tickets) | Yes | Yes |
| Calculation of Work and Total Duration | not with standard depvery | Yes |
| SLA determination | Yes, Basic | Yes, with flexible access sequence |
| Integrated Master Service Request Functionapty (i.e., for bundpng Service Requests) | Yes, Basic | Yes |
| Print / Print Preview | No | Yes |
| Knowledge Article Integration | No per default, instead Solution Database | Yes |
| Find Related Problems Functionapty | No | Yes |
| Unlock (from master service request) | No | Yes |
| Display Object Relationships | No | Yes |
| Create Follow-Up | Yes, Lean | Yes, Full |
| Auto Complete | Yes | Yes |
| Processing Log | No, however the Service Ticket used the Change History to log Changes. | Yes |
| Escalation management (1st and 2nd level) | No | Yes |
| Business Context | Yes | Yes |
SAP recommends existing customers who are using service tickets to use Service Requests now. You can use Service Requests in the Interaction Center (IC) and also in other business roles pke ServicePRO. These Service Requests provide more functionapties as compared to service tickets. Apart from this, most of the enhancements will be performed on any Service Request as only those will be going forward.
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