C83_ IC Inquiry and Complaint Management

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SAP Best Practices

SAP CRM 7.0

December 2010

English

Interaction Center Inquiry

and ComplaintManagement (C83)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Business Process Documentation



SAP Best Practices Interaction Center Inquiry and Complaint Management (C83): BPD

© SAP AG of 20

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Contents

1 Purpose ...............................................................................................................5

2 Prerequisites ........................................................................................................5

2.1 Master Data and Organizational Data .................................................................5

2.2 Roles ....................................................................................................................5

2.3 Log on to CRM WebClient UI ..............................................................................6

3 Interaction Center Service Agent Activities .........................................................7

3.1 Process Overview Table ......................................................................................7

3.2

Customer Identification ........................................................................................8

3.2.1

Search Customer .................................................................................................8

3.2.2

Create Customer .................................................................................................9

3.3

Inbox Handling .....................................................................................................9

3.3.1

Search for Documents .........................................................................................9

3.3.2

Forward Documents ......................................................................................... 10

3.3.3

Work on Documents ......................................................................................... 10

3.3.4 Check Service Request .................................................................................... 11

3.4 E-Mail Processing ............................................................................................. 11

3.4.1 Send E-Mail ...................................................................................................... 11

3.4.2 Select E-Mail .................................................................................................... 12

3.4.3 Identify and Confirm Account ........................................................................... 12

3.4.4 Check Account Fact Sheet ............................................................................... 13

3.4.5 Search Solution ................................................................................................ 13

3.4.6 Provide Solution by E-Mail ............................................................................... 13

3.4.7 Complete Interaction Record ............................................................................ 14

3.4.8

End Interaction ................................................................................................. 14

3.5 Incoming Call Processing ................................................................................. 15

3.5.1 Identify and Confirm Account ........................................................................... 15

3.5.2 Check Customer Interaction History ................................................................. 15

3.5.3 Create Service Request ................................................................................... 15

3.5.4 Take Notes with Scratch Pad ........................................................................... 16

3.5.5 Reply with Letter ............................................................................................... 16

3.5.6 Create Follow-Up Activities .............................................................................. 17

3.5.7 Complete Interaction Record ............................................................................ 17

3.5.8 End Interaction ................................................................................................. 17

4

Interaction Center Manager Activities (Optional) ............................................. 18 4.1 Communication Templates (Optional) .............................................................. 18

4.1.1

Modify E-Mail Template (Optional) ................................................................... 18

4.1.2

Maintain E-Mail Template for Multiple Languages (based on CorrespondenceLanguage) (Optional) ........................................................................................ 18

4.1.3 Modify Letter Template (Optional) .................................................................... 19

4.2 Modify E-Mail Routing Rule (Optional) ............................................................. 19




© SAP AG of 20

Interaction Center Inquiry and ComplaintManagement

1 PurposeThe purpose of this document is to describe the typical managerial activities of a serviceinteraction center manager and a service interaction center agent, who interact with acustomer by e-mail and telephone. It gives you a step-by-step view of how a manager caninfluence the working environment of service employees. It also shows you how agentsprocess incoming e-mails and phone calls and the functions they can use during this process.

This document summarizes several activities in a logical sequence. Generally, the completionof one activity is a prerequisite for the next activity. Depending on the configuration carried outin your project, some titles of tab pages and screen elements might appear differently fromthe description in this document.

2 Prerequisites2.1 Master Data and Organizational Data

UseDuring the implementation phase essential master and organizational data was created inand/or replicated to your CRM system. This could be data that reflects the organizationalstructure of your company and master data that suits its operational focus, for example,master data for materials and customers.

Use your own master data (or the following Baseline Package scenario data listed below ifyou have installed an SAP Best Practices Baseline Package) to go through the businessprocess procedure.

In order to simulate an incoming e-mail, an e-mail address must be held in the master data ofeach business partner who is contacting you.

Check that an e-mail address for the contact person of your business partner is held in his/hermaster data.

Prerequisites All relevant business partners have been created or replicated from the ERP backend system(see the Configuration Guide of building block C03 - CRM Master and Transaction DataReplication).Use the following business partners and contact persons as examples if SAP Best Practicesfor Baseline has been installed as your ERP backend system:

Business Partner (Sold-to party) Contact Person

100000 - Customer domestic 00 Monika Ziegler

100001 - Customer domestic 01 Hans Bertolini

100002 - Customer domestic 02 Sabine Huber

A unique telephone number and e-mail address for the business partner is held in the CRMsystem.

2.2 Roles

Use




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The following roles must have been created to execute the work using the SAP CRMWebClient UI. The roles in this Business Process Documentation need to be assigned to thesystem user(s) testing this scenario.

Log on to the CRM WebClient UI with the following users:

System User Business Role Bus. Role ID Employee Password

IC_AGENT_SRV BP IC Agent Service BP_ICA_SRV Ann Anderson welcome

IC_AGENT_SUP BP IC Agent Service BP_ICA_SRV Peter Best welcome

IC_MAN BP IC Manager BP_IC_MAN Angela Lucata welcome

If the password is invalid try the initial password initial.

2.3 Log on to CRM WebClient UI

UseThe purpose of this activity is to describe how the user gets first access to the SAP CRMWebClient UI. There are two options: Access from SAPGUI or via URL.

PrerequisitesThe appropriate SAP CRM WebClient role for the users IC Manager and IC Agent Servicehave been assigned to the system users of the IC manager (IC_MAN ) and the IC AgentService (IC_AGENT_SRV) in the CRM system.

Procedure1. Close all open browser windows.

2. Access the SAP CRM WebClient UI:

Option 1: Access from SAP GUI via Transaction:

1. In the input field for transactions, enter transaction CRM_UI and press Enter.

2. In the dialog box Connect to <hostserver> enter the following data and choose OK :

Field name User action and values

User name IC_AGENT_SRV or IC_MAN

Password welcome

Option 2: Access via URL:

The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). TheURL of the CRM WebClient UI has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/crm_logon?sap-client=<client number>

For example: http://uxcirsz.wdf.sap.corp:50028/sap/crm_logon?sap-client=100

ResultYou have entered the SAP CRM WebClient user interface as IC Manager with user IC_MAN or as IC Agent Service with user IC_AGENT_SRV .




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3 Interaction Center Service Agent Activities

3.1 Process Overview Table

Process step Business condition Business role Expected results

Account Management

Search Account IC Agent Service Customer

Create Account IC Agent Service New Customer

Inbox Handling

Open the inbox IC Agent Service Corresponding servicerequest and tasks listed

Forward adocument

IC Agent Service Service Requestforwarded

Work ondocuments

IC Agent Service E-mail taken from inbox

Check ServiceRequest

IC Agent Service Service Requestshown

Incoming E-Mail Processing

Send E-Mail Customer E-Mail

Select E-Mail E-Mail IC Agent Service E-mail taken from inbox

Identify andConfirm Account

Account IC Agent Service Customer confirmed

Check Account

Fact Sheet Account Data IC Agent Service Information about

Customer

Search Solution Knowledge Database IC Agent Service Suitable Knowledge Article

Provide Solutionby E-Mail

Suitable Knowledge Article

IC Agent Service E-Mail with solution

CompleteInteraction Record

Document Activity IC Agent Service Interaction Record

End Interaction IC Agent Service End Interaction

Incoming Phone Call Processing

Identify andConfirm Account

Business PartnerData

IC Agent Service Customer confirmed

Check CustomerInteraction History

Activities, Documents IC Agent Service Information aboutCustomer

Take Notes withScratch Pad

Scratch Pad IC Agent Service Notes during call

Create ServiceRequest

IC Agent Service Service Request

Send a letter Letter IC Agent Service Letter sent to customer

Create Follow-Up Service Request IC Agent Service Task to call customercreated

CompleteInteraction Record

Activities, Documents IC Agent Service Interaction Record

End Interaction IC Agent Service End contact




© SAP AG of 20

Process step Business condition Business role Expected results

IC Manager Activities (Optional)

Create E-MailTemplate

IC Manager New E-Mail template

Modify E-MailTemplate

E-Mail template IC Manager Existing E-Mailtemplate adjusted

Maintain E-MailTemplate fordifferent languages

E-Mail template IC Manager Existing E-Mailtemplate translated intodifferent languages

Create Lettertemplate

IC Manager New Letter template

Modify Lettertemplate

Letter template IC Manager Letter templatechanged

Modify E-Mailrouting rule

IC Manager E-Mail routing rulechanged

Create knowledgearticle

Problem and solutiondata

IC Manager Enhance availableknowledge base

3.2 Customer Identification

3.2.1 Search Customer

UseThis section describes how to search for a customer.

Procedure

1. Log on to SAP CRM WebClient UI with user IC_AGENT_SRV and password welcome.

2. From the navigation bar, choose Account Identification.

3. Enter the following search criteria:


Ricerca Account

ID account 100003

Other search criteria can be:

- First Name and Last Name to search for company contact persons or consumers

- Company name to search for companies, contact persons will then be listed forselection

- Account ID if the employee knows the number of the customer in the system

- Address data like country or postal code

- Communication data like phone number or e-mail address

- Transaction ID to search for Service Requests by number if the calling customerrefers to a document number that was provided during previous interactions

4. Choose Search Account .

5. Select a contact person from the result list if multiple results are returned.

6. Choose Confirm.




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Previous interactions with the customer are displayed in a list. Further details of thedocuments can be seen by clicking on the links.

Result

The customer has been identified.

3.2.2 Create Customer

UseThis section describes how to create new customer master data.

Procedure

1. If the customer is not available in the system, then new master data can be created:

a. Choose Create Individual to create a new consumer.

b. Choose Create Corporate to create a new company.

c. Choose Related to create a new contact person for a company.

2. For a Corporate Customer, select the role, e.g. Sold-to-Party, Ship-to Party, Bill-to-Partyetc. Select the role Sold-to and then enter the available information and save.

3. Then choose „related‟ to maintain Contact person details.

4. Maintain the Contact person details and save.

5. Choose Confirm and continue with the customer interaction.

Result A new customer has been created and is selected for the interaction.

3.3 Inbox Handling

3.3.1 Search for Documents

UseThe interaction center agent wants to have an overview of documents created relevant for theService Inquiry and Complaint scenario.

A set of search criteria is available in the inbox. There the employee can select the documenttype to search for.

BP Task and BP Visit are the follow up activities. E-Mails are the mails. ServiceRequests are the requests created in the system.

The quick search offers a search based on predefined search criteria.

The search results can be sorted.

Procedure

1. From the navigation bar, choose Inbox .

2. Enter search criteria.

3. Choose Search.

ResultThe objects which fit the search criteria are listed.




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3.3.2 Forward Documents

Use An interaction center agent can forward a document to another service team.

PrerequisitesForwarding has been configured during the implementation of the package.

Procedure

1. From the navigation bar, choose Inbox .

2. Enter search criteria.

3. Choose Search.

4. Highlight the document you want to forward (for example, BP IC Activity).(Please consider the fact that some document types can‟t be forwarded).

5. Select the target service team via the drop down on the bottom of the screen for the fieldForward To.

6. Choose Go.

ResultThe document has been assigned to another team. Employees of that team will find thedocument in the inbox if they search for documents that the team is responsible for.

3.3.3 Work on Documents

UseThe inbox is the starting point for interactions. Employees can pick up emails or assigneddocuments to work on.

PrerequisitesThe CRM system has been set up for incoming e-mails by your system administrator.

An e-mail address is held in the master data of the business partner sending an e-mail.

You are logged on to the CRM WebClient as IC agent for service with user ic_agent_srv andpassword welcome.

Procedure

1. From the navigation bar, choose Inbox .2. Enter the following search criteria:


Inbox Search

Category E-Mail

3. Premere il tasto Cerc. ( Cercare ).

4. In the result list, highlight the new incoming e-mail (with status Aperto) and chooseReserve.

The e-mail is now locked by the IC agent for customer service, Ann Anderson, whois the employee currently responsible for further processing. The status switchesfrom Open to In Process.




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To undo an e-mail reservation, choose Reset Reservation. The e-mail will beavailable again for other agents.

5. For further processing (see process steps below), choose Interact .

6. You are automatically taken to the Account Identification area.

ResultThe e-mail has been selected by the responsible agent.

3.3.4 Check Service Request

UseYou can use the Inbox to get an overview of all open requests.

Procedure1. From the navigation bar, choose Inbox .

2. Enter the following search criteria:


Inbox Search

Category BP Service Request

Assigned to Me

Status Not completed

3. Choose Search.

ResultYou can see all service requests assigned to your teams that need to be processed in theResult List .

3.4 E-Mail Processing

3.4.1 Send E-Mail

UseThis step simulates a customer sending an e-mail to the service address of a serviceinteraction center using their own e-mail account.

PrerequisitesIn order to send an incoming customer e-mail, you need an existing e-mail account.

The e-mail setup of the CRM system has been done during the implementation of thepackage.

Procedure1. Compose an e-mail in your e-mail program.

2. Enter the service e-mail address of your Interaction Center (for example,SERVICE@<domain>) in the address field (To:).




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Ask your system administrator for the correct recipient e-mail address.

3. Enter a subject and a text.

4. Choose Send.

ResultYou have sent an e-mail to the Interaction Center.

3.4.2 Select E-Mail

PrerequisitesThe CRM system has been set up for incoming e-mails by your system administrator.

An e-mail address is held in the master data of the business partner sending an e-mail (forexample, in the master data of a Contact Person).

You are logged on to the CRM WebClient as IC agent for service.

Procedure1. Navigate to Inbox .

2. Search for:


Category E-Mail

Assigned To My Groups

3. Select an email and choose Interact in the upper part of the result list.

4. The system navigates to Account Identification where, in addition to the account search,the email text is shown.

ResultYou have taken an e-mail from the group‟s inbox and proceeded to find a solution for it.

3.4.3 Identify and Confirm Account

Use As an Interaction Center agent for customer service you process an e-mail from the <ContactPerson> of a <Company>. Both parties already exist as business partners in the CRMsystem.

Procedure1. In the Account Identification area check the business partners that are determined by the

e-mail address.

2. If there is more than one contact person related to the contacting company, select therelevant <Contact Person> from the list below.If there is only one contact person related to your business partner, then obviously noselection is necessary.

If you have accidentally chosen the wrong account/contact person, you canchoose Clear to search again.

3. To confirm the business partner, choose Confirm.




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ResultThe business partner <Contact Person> who has sent an e-mail has been identified andconfirmed.

3.4.4 Check Account Fact Sheet

UseThe account fact sheet provides a structured overview of important information for a specificcustomer.

Procedure1. From the navigation bar, choose Account Fact Sheet .

2. Look at the listed documents to get an impression of the customer‟s history.

3. Navigate to the document details if they are of interest as background information for thecurrent interaction.

ResultYou obtained a quick overview of various document histories containing structured details ofyour customers.

3.4.5 Search Solution

UseKnowledge Search is a search and learning engine that provides an easy search method for

solutions to customer problems stored in a solution database.

Procedure

(1) Display E-Mail1. From the navigation bar, choose E-Mail to display the complete e-mail if required.

(2) Search for Solutions

2. From the navigation bar, choose Knowledge Article.

3. Enter the problem text in field Search Text and choose Search.

4. In the Result List workspace you will find a list of possible solutions concerning the

customer‟s problem.

5. To display the solution details you can click on the corresponding entry.

(3) Add Solution to Solution Cart

1. When displaying the relevant solution or from the list, choose Add to Cart .2. You can now see the selected solution in the Cart workspace.

ResultThe solution cart contains the selected solution(s). You can send the solutions to an e-mailrecipient or you can use the knowledge article for your own guidance in helping the customer.

3.4.6 Provide Solution by E-Mail

UseYou can send the solutions to an e-mail recipient if the problem can be solved by following theinstructions provided in the solution.

Prerequisites




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An e-mail address is held for the account.

Procedure1. To send the solutions to the customer by e-mail, highlight the relevant solution(s) in the

solution cart and choose E-Mail .

2. Complete the e-mail if necessary:

Workspace E-Mail (New) (subject, e-mail text, etc.)

Workspace E-Mail Header (sender or recipient address, attachments, etc.).

In order to edit the account‟s e-mail address, first choose Check .

3. Select a standard response from the drop down list box and choose Insert to addpredefined text to the e-mail text.

4. In order to attach a document to your e-mail reply, choose Browse in workspace Attachments and select the corresponding file.Then choose Add to add the file as an attachment.

5. Choose Send .

6. You get the information message Message sent .

If you want to save the email and send it later, choose save. The mail will be kept inthe system, linked to the documents of the customer interaction. You can reach itvia the Interaction Record in the work area Activity Clipboard .

ResultYou have provided a solution to your customer via an e-mail reply.

3.4.7 Complete Interaction Record

UseYou can add further information to the interaction record, for example, add notes andattachments, or create follow-up activities. In this scenario, these are just optional steps.

Procedure1. From the navigation bar, choose Interaction Record .

2. In workspace Notes, choose Import Scratch Pad to transfer the text information from thescratch pad as text to the interaction record.

Result

You have entered detailed information about the interaction for later reference.

3.4.8 End Interaction

ProcedureTo end the interaction with the customer, choose End in the application toolbar.

By choosing End , the agent completely ends the interaction in the system. Alldocuments created during the interaction are saved by the system.

Result All fields are cleared and you are ready to process the next interaction.




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3.5 Incoming Call Processing

3.5.1 Identify and Confirm Account

UseThe solution provided by e-mail did not solve the customer‟s problem, so the customer iscalling the call center by phone to get additional help.

As an Interaction Center agent for customer service, you process a call from the <ContactPerson> of a <Sold-To Party>. Both parties already exist as business partners in the CRMsystem.

PrerequisitesYou have logged on to the Interaction Center WebClient as ic_agent_srv with the passwordwelcome.

Procedure1. From the navigation bar, select the Account Identification area.

2. Via the search fields enter the respective data for the calling customer and press Enter .

3. If there is more than one contact person related to the calling company, select therelevant contact person from the list.

4. Choose Confirm to confirm the identified customer.

ResultThe calling customer has been identified and confirmed.

3.5.2 Check Customer Interaction HistoryUseDisplaying the customer interaction history, you can check all previous contacts and servicerequests that have been created for a certain customer.

PrerequisitesThe customer has been identified.

Procedure1. In the navigation bar, choose Account Identification if you are in another workcenter.

2. Below the Account workspace you will find the work area Last Interactions with the last 5Interactions of the customer.

3. Select an entry if you would like to see the details.

ResultThe customer interaction history is displayed.

3.5.3 Create Service Request

UseThe purpose of the following steps is to create a service request for a customer inquiry.

Procedure1. From the navigation bar, choose Service Request .




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2. If organizational units need to be selected, select for example the following Best Practiceorg. units in the popup:

Scenario Sales/Service Organization

Responsible Sales Organization

Sales BP_SLS (BP Direct Sales)

Responsible Service Organization

Service BP_SRV (BP Service Back Office)

3. In workspace Note, enter a detailed problem and solution description to the new servicerequest.

4. In workspace Service Request, enter a short text as a description of the request.

Result A service request for the customer‟s problem has been created.

3.5.4 Take Notes with Scratch Pad

UseDuring the customer call you can easily take notes on the scratch pad and transfer thisinformation to text fields in documents later on.

Procedure

1. Click on Scratch Pad to open the Scratch Pad dialog box.

2. In this text field, you can type in any information you receive from the customer during thecall.

3. Choose Close to close the scratch pad.

You need to close the scratch pad in order to be able to import the notes into theparticular document(s).

ResultThe information about a customer‟s problem that you captured in the scratch pad during thecall is available to be copied to text fields at a later stage.

3.5.5 Reply with Letter

Use

The interaction center agent can also write a letter to the customer.

Prerequisites A letter template has been set up during the implementation of the package.

The address data has been maintained for the account.

Procedure1. From the navigation bar, choose Letter.

2. Enter a Subject for the letter:

3. Click the button New :

4. Select a letter template in the popup.5. A word document opens. You can modify the letter and save.




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Print the letter from the Word application itself.

6. The letter is linked in the interaction record in the activity clipboard.

Result

A letter has been created by the service employee.

3.5.6 Create Follow-Up Activities

UseThe interaction center agent creates a follow-up activity. The activity is to ask the customer ifhe is satisfied with the service.

PrerequisitesYou created and saved a service request.

Procedure1. Choose Create Follow-Up in the upper part of the Service Request Details work area.

2. Select the task of the type BP Task.

3. Enter a date for the task.

4. Change the responsible employee if required.

5. Choose Save and Back to return to the Service Request.

ResultThe follow-up activity has been created.

3.5.7 Complete Interaction Record

UseYou can add further information to the interaction record, for example, add notes andattachments or create follow-up activities. In this scenario, these are just optional steps.

Procedure1. From the navigation bar, choose Interaction Record .

2. In workspace Notes, you can add further descriptions or notes if necessary. Place yourcursor in the text field and either enter a text manually or choose Import Scratch Pad .

3. In the Overview workspace, choose Save.

ResultThe interaction record has been created and completed.

3.5.8 End Interaction

ProcedureTo end the interaction with the customer, choose End in the application toolbar.

By choosing End , the agent ends the interaction in the system. All documentscreated during the interaction are saved by the system.

Result All fields are cleared and you are ready to process the next interaction.




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4 Interaction Center Manager Activities(Optional)

4.1 Communication Templates (Optional)4.1.1 Modify E-Mail Template (Optional)

UseYou would like to change an existing e-mail template.

PrerequisitesThe e-mail template has already been created.

Procedure

1. Log on to SAP CRM WebClient with user IC_MAN and password welcome .2. To carry out the activity, choose the following navigation option:

SAP CRM WebClient menu Knowledge Management Mail Forms

3. Enter proper search criteria and click on Search.

4. Choose the template you want to modify, by clicking on its ID.

5. You can now modify the texts.

Using the Attribute button you can insert values like the contact‟s name into thetext of the mail.

6. Choose Save and Back to save the new e-mail template.

ResultYou changed an existing template. This change is available to your employees immediately.

4.1.2 Maintain E-Mail Template for Multiple Languages(based on Correspondence Language) (Optional)

Use

The e-mail template text should be created based on the correspondence language of the

customer.

Prerequisites An e-mail template has been created as described in chapter 4.1.1 with the e-mail text in thefirst language.

Procedure1. To carry out the activity, choose the following navigation option:

SAP CRM WebClient menu Knowledge Management Mail Forms


3. Choose the template you want to modify, by clicking on its ID.

4. Click on New Text Element and enter the text in the required additional language.

5. Click on Edit Structure.




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6. For each text element define the condition “Person: Correspondence Language” with theappropriate language key as a criterion for it to be displayed.

For example, BODY_EN set to be displayed for English correspondence language.

The ISO-639 language code is used as an attibute. There is no value help available.

Just enter the two-character ISO code (eg EN, DE, FR) for the language manually.The attribute Person Correspondence Language (ISO-639) is evaluated for contactpersons. The attribute Central Data: Language (ISO-639) is evaluated for contactpersons.

To make the template work for contacts and consumers the condition must be madefor both attributes combined with „OR‟.

If working with conditions, preview of the mail is not available.

Result An e-mail template with flexible text determination based on the customer‟s correspondancelanguage is available to the agents.

4.1.3 Modify Letter Template (Optional)

UseExisting templates can be adapted to changing business needs.


SAP CRM WebClient menuKnowledge Management Search: DocumentTemplates


3. Select the template in the list.4. Choose Edit .

5. Click on Start Designer.

6. The template is opened in MS Word where you can modify the content of it.

ResultYou modified a letter template.

4.2 Modify E-Mail Routing Rule (Optional)

UseChange the routing rules for the E-Mail Response Management System to route incomingemails to proper organizational units.

PrerequisitesThe routing rule YBP_MAIL_RSP has been created during the package delivery.

Receiving email addresses have been defined. Receiving organizational units are available inthe organizational model.


SAP CRM WebClient menu Process Modeling Rule Policies





3. Choose the rule DEFAULT by clicking on its ID.

4. Click on Edit in the upper menu bar.

5. Select More Edit Released Rules as Draft .

6. Expand the nodes until you reach the lowest rule details.

7. Select the lowest node.8. In the assignment block Conditions you can

a. Change the e-mail address of the incoming mail.

b. Add entries for additional e-mail addresses defined.

9. In the assignment block Actions you can assign or change the receiving organizationalunit.

10. Save your settings.

11. Select More Release Draft Rules

12. Save your settings again.

ResultYou modified the routing rules for incoming emails.

C83_ IC Inquiry and Complaint Management

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Transcript of C83_ IC Inquiry and Complaint Management