Request-to-Resolve

Scenario Overview
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Creating,
Handling an Assigning,
Incoming and
Customer Resolving a
Inquiry Service
Request

Scenario Scenario Description Open Legend

Explorer 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
Scenario/Processes 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
Business Value
 Customer warranties to meet legal requirements, and manage entitlements for product failures and defects

Scenario Flow  Service levels for monitoring performance objectives and due dates

Further Information
The following business roles are involved in this scenario:

Customer
Service
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Request-to-Resolve
Scenario Overview
Click process
chevrons for details

Creating,
Handling an Assigning,
Incoming and
Customer Resolving a
Inquiry Service
Request

Scenario Scenario Description Legend Close Legend

Explorer 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 Process mainly driven by the user
inquiries via different input channels, and to create and handle service requests. You can provide
Scenario/Processes solutions to your customer using various output channels, and trigger appropriate follow-up Process mainly driven by the system
activities such as field services. There are also enhanced functions for:
Manual process not supported by the
 Knowledge base support to efficiently resolve service requests system
Business Value
 Customer warranties to meet legal requirements, and manage entitlements for product failures and defects
Process that communicates with third-
Scenario Flow  Service levels for monitoring performance objectives and due dates party software (mouse-over for details)

Process with relevance to Financials

Further Information
The following business roles are involved in this scenario: Related scenario

Info button with more information

Customer
Service
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Request-to-Resolve
Process Details: Handling an Incoming Customer Inquiry
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chevrons for details

Handling an Incoming X
Customer Inquiry
Creating,
Receive an Assigning,
incoming call and
and log an Resolving a
inquiry Service
i Request

Click here to display process variants

Scenario Process Description Further Information

Explorer The Handling an Incoming Customer Inquiry business process enables you to manage Performed by
the arrival of incoming customer inquiries via various input channels such as phone, e-mail Customer Service
or the Internet. Representative
Scenario/Processes During customer interactions, it is key to know who you are dealing with. To quickly identify
the account and contact, there are several possibilities such as automatic identification
Business Value based on the telephone number of an incoming call, or you can enter the name of a caller
In the Work Center(s)
manually in a Google-like search.
Account Management

Scenario Flow

Further Information See also

Service Levels Quick Guide

©© 2013 SAP AG. All rights reserved.

Request-to-Resolve
Process Details: Handling an Incoming Customer Inquiry
Click process
chevrons for details

Handling an Incoming X
Customer Inquiry
Creating,
Receive an Assigning,
incoming call and
and log an Resolving a
inquiry Service
i Request

Click here to hide process variants

i Handling an Incoming Customer

Inquiry via Fax or E-
Mail Channel
i Handling an Incoming Inquiry
Manually via Activities

Scenario Process Description Further Information

Explorer The Handling an Incoming Customer Inquiry business process enables you to manage Performed by
the arrival of incoming customer inquiries via various input channels such as phone, e-mail Customer Service
or the Internet. Representative
Scenario/Processes During customer interactions, it is key to know who you are dealing with. To quickly identify
the account and contact, there are several possibilities such as automatic identification
Business Value based on the telephone number of an incoming call, or you can enter the name of a caller
In the Work Center(s)
manually in a Google-like search.
Account Management

Scenario Flow

Further Information See also

Service Levels Quick Guide

©© 2013 SAP AG. All rights reserved.

Request-to-Resolve
Process Details: Creating, Assigning, and Resolving a Service Request
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chevrons for details

Creating, Assigning, and Resolving a Service Request X

Handling an
Create a Assign a Search for Complete a
Incoming
service service and provide service
Customer
request request a solution request
Inquiry
i i i i

Scenario Process Description Further Information

Explorer The Creating, Assigning, and Resolving a Service Request business process allows you Performed by
to document and categorize service requests. When a customer contacts your service Customer Service
organization with a problem, your sales or service representative creates a service request Representative
Scenario/Processes to document the customer issue. He or she then search the knowledge database for a
solution in previous customer cases, documents and sends an answer to the customer, or
arranges a service at the customer site if one is required. In the Work Center(s)
Business Value Service Desk
Service Entitlements
Products and Service Portfolio
Scenario Flow

Further Information See also

Service Order Processing

©© 2013 SAP AG. All rights reserved.

Request-to-Resolve
Business Value

Request Assign Resolve

Handover
Create Determine Search
Capture Determine Diagnose & Field
Service Responsibilit Escalate Knowledge Fix / Fulfill
Request Entitlements Prioritize Service and
Request y Base
Repair

Scenario Overview Key Benefits

Explorer For midsize companies that want to
achieve service excellence, this scenario
provides exception-based processing in a
Scenario/Processes multi-tier service and support group.
SAP Business ByDesign supports you
from the service request entry,
Business Value assignment of service personnel, and
analysis of the service request phases
Scenario Flow through to the resolution phase.
You can increase customer satisfaction,
Further Information decrease response times, lower costs for
services, and improve long-term
customer loyalty.
 Service employee empowerment through a 360-degree customer view of accounts,
products, as well as customer interaction history, including related business
documents such as service requests, service orders, or sales orders
 E-mail inbound channel support for service requests
 Telephone integration with Collaboration Window to support inbound service
requests and facilitate follow-up activities
 Issue tracking with alerts and escalations to ensure quick resolution
 Knowledge database with search functions to increase efficiency in resolution
 Integration with account management to track customer interactions and up-sell new
services
 Built-in analytics and reporting on incident tracking, service request backlog, service
level agreement (SLA) compliance rate, and analysis of knowledge-base usage

©© 2013 SAP AG. All rights reserved.

Request-to-Resolve
Scenario Flow

Collaboration
Window /
Service Desk
Groupware Client

Creating,
Handling Assigning,
an Incoming and Resolving
Customer a Service
Inquiry Request

Scenario • Telephony
channel
Explorer • Fax-/E-mail
channel
• Via activities

Scenario/Processes

Business Value

Scenario Flow Legend

Work center in which
Process process is performed
Further Information Dotted mainly
• Process
line = driven by variant1 Work Additional
• Process Center
optional the user Application Business
variant 2 document flow

©© 2013 SAP AG. All rights reserved.

Request-to-Resolve
Further Information

Scenario Do you want to try it out? Do you need more information? Do you want to discuss with others?
Explorer
Self-Enablement Systems More Details Forum
If you want to try out the business SAP provides a complete product Get in touch with experts to
Scenario/Processes scenario, click here.* documentation, covering all discuss your specific
aspects of the business scenario. requirements. To enter the
For more details, click here. community, click here.*
Business Value

WIKI
Scenario Flow VV In addition to the product
documentation, SAP provides
Further Information Wikis that describe additional
aspects of SAP Business
ByDesign.
To access the WIKI, click here.*

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check http://support.microsoft.com/kb/890474.