Complaint Managementwith C4C Service

7/18/2019 Complaint Managementwith C4C Service

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DEMO SCRIPT

CLASSIFICATION: CUSTOMER

DEMO NAME: C4C Complaint Processing

SCENARIO ID: 12323

General Inormation Cross!In"#str$ SAP Clo#" or C#stomer %C4C& SAP ERP 'o( All 2)1* +1 EMEA,NA

A#t-ors I)3.3/2 I)41.41 C*1/3*31

Date 'ast 0p"ate" A#g#st 2t- 2)1*

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1



SCENARIO ID: 12323

2 Cop$rig-t 2)1* SAP AG , C0S5OMER



SCENARIO ID: 12323

5A('E O6 CON5EN5S

1. Demo Sr"t O#er#e$..........................................................................................................................

1717 Demo Description77777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

1727 Inten"e" A#"ience7777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

1737 (#siness Pain Points7777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777771747 8e$ Messages an" +al#e Proposition7777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

17*7 Stor$lo9 S#mmar$77777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

%. Te&na' Re()rement*.......................................................................................................................

2717 S$stem Access Inormation77777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

271717 SAP Demo Clo#" %SDC& S-o9room777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

2727 Demo Data to 0se7777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

2737 5ranslation 'ocali;ation77777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

+. Demo Sr"t...........................................................................................................................................

3717 Stor$ 6lo977777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

3727 Step!($ Step G#i"e77777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777777

372717 Process Ser<ice Agent creates =or> 5ic>et in SAP Clo#" or C#stomer77777777777777777777777777777777777777777777777777777777777777777




SCENARIO ID: 12323

17 DEMO SCRIP5 O+ER+IE=

1717 DEMO DESCRIP5ION

5-e scenario on -an" "escri?es iel" ser<ice "emo process7 It starts in SAP Clo#" or C#stomer %C4C&9it- a ser<ice re@#est ?eing processe" ?$ a ser<ice agent 9-o creates a =or> 5ic>et 9-ere 6iel"

Agent 9ill perorm t-e necessar$ ser<ice an" #se spare parts i nee"e"7 5-e 6iel" Ser<ice Agentperorms t-e ser<ice an" conirms time an" material in C4C7

1727 IN5ENDED A0DIENCE

5-e "emo "escri?e" ?$ t-is "emo script on -an" is inten"e" or t-e 'o( Ser<ice7 5-is "emo scenario iso interest or ?ot- ser<ice eec#ti<es to pro<e SAPBs clo#" oerings or =or> 5ic>et -an"lingcapa?ilities as 9ell as or iel" ser<ice agents to "emonstrate #nctions an" eat#res in "etail7

1737 (0SINESS PAIN POIN5S

1747 8E MESSAGES AND +A'0E PROPOSI5ION

17*7 S5OR6'O= S0MMAR

5-e scenario on -an" "escri?es C4C complaint process7 It starts in SAP Clo#" or C#stomer %C4C&

9it- a complaint ?eing raise" or an eisting ECC sales or"er7 In 1*) release 9-en a complaint iscreate" or t-e ECC sales or"er ollo9ing "etails copie" rom Sales Or"er to t-e complaint

A& C#stomer (& Items rom ECC Or"er

6ollo9ing inormation get #p"ate"1& ECC Sales Or"er iel" in t-e Integration pane2& Doc#ment lo9 is #p"ate" 9it- ECC Or"er7

27 5ECNICA' RE0IREMEN5S

2717 SS5EM ACCESS IN6ORMA5ION

271717 SAP Demo Clo#" %SDC& S-o9room

I $o# -a<enBt "one alrea"$ please re@#est access to $o#r regional s-o9room ?$ #sing t-e SAPDemo Clo#" Sel!Ser<ice Portal: -ttps:,,9997sap"emoclo#"7com,

EMEA NAS-o9room

'ine o (#siness %EMEA DAC'ine o (#siness %'A NA IN5ERNE5& !


https://www.sapdemocloud.com/

https://www.sapdemocloud.com/



SCENARIO ID: 12323

IN5ERNE5& ! E"ition 2)1* +1 (#il" )%P#?lic&

E"ition 2)1* +1 (#il" ) %P#?lic&

Sol#tionComponents

• SAP C4C %Clo#" or C#stomer&

• SAP ERP F EC3, ))

2727 DEMO DA5A 5O 0SE

Data Type EMEA - ERP NA - ERP

S&o$room'ine o (#siness %EMEA DACIN5ERNE5& ! E"ition 2)1* +1 (#il" ) %P#?lic&

'ine o (#siness %'A NA IN5ERNE5& !E"ition 2)1* +1 (#il" ) %P#?lic&

CC Tenant m$312)2) m$312)1

Demo U*er 6IE'DAGEN5)2, =elcome1 5oni5ec-nician , =elcome1

2737 5RANS'A5ION 'OCA'IHA5ION

I translation is a<aila?le t-en t-e screens "ispla$ is t-e lang#ages a<aila?le as in"icate" ?elo97 Ilocali;ation is a<aila?le t-en regional "ata sets are a<aila?le in Error: Reference source not found .

Error: Reference source not found 7

Tran*'aton:

Englis-

8orean

R#ssian C-inese

6renc- Spanis-

apanese German

Re-on:

NA

EMEA

AP

* Cop$rig-t 2)1* SAP AG , C0S5OMER

https://my312020.crm.ondemand.com/






SCENARIO ID: 12323

. Cop$rig-t 2)1* SAP AG , C0S5OMER



SCENARIO ID: 12323

37 DEMO SCRIP5

3717 S5OR 6'O=

Create =or> 5ic>et in C4C

3727 S5EP!( S5EP G0IDE

372717 Process Ser<ice Agent creates =or> 5ic>et in SAP Clo#" or C#stomer

Ste" 1. / Create 0or Tet n SAP C'o)2 3or C)*tomer 4CC5

0&at To Do 6 0&at yo) *&o)'2 *ee

Lo-on n CC

EMEA NAC4CTenant



DemoUser

FIELDAGENT02/ !e"come1 Ton#Techn#c#an / !e"come1

Sear& 3or Sa'e* Or2er* n ECC Sear& 0or Center

• Searc- or Sales Or"er ?$ C4C C#stomer ID as ?elo9

/ Cop$rig-t 2)1* SAP AG , C0S5OMER











SCENARIO ID: 12323

Pic> t-e Sales Or"er an" one ore more Items against 9-ic- 9e 9ant to raise t-e tic>et as ?elo9 an"clic> JCreate 5ic>etK7

• =-ile pic>ing #p t-e sales or"er items ens#re t-at $o# pic> #p t-e ones onl$ 9-ere t-e

Interna' ID 3or t&e "ro2)t * 7een 3''e27 5-is ens#res t-at t-e selecte" sales or"eritem -as t-e pro"#ct 9-ic- is present in C4C an" -ence t-e complaint creation iseasi?le7

• 5-is is important ?eca#se 9-en 9e "o a ECC Sales Or"er searc- it pic>s #p all t-e

Sales or"ers or t-e c#stomer in t-e connecte" ECC s$stem irrespecti<e o 9-et-er it is?een replicate" to C4C or not7

In t-e JNe9 5ic>etK @#ic> create screen F maintain appropriate Description an" S#?Lect an" ot-er

"etails an" JSa<e an" OpenK7• Please note t-at 5ic>et 5$pe C#stomer "etails are "ea#lte"7

Cop$rig-t 2)1* SAP AG , C0S5OMER



SCENARIO ID: 12323

• O<er<ie9 Screen ! Note t-at ?elo9 "etails are "ea#lte" rom Sales Or"er7

• Ser<ice an" Repair Screen ! Note t-at item "etails are "ea#lte" rom Sales Or"er7

• Doc#ment 6lo9 Screen F Note t-at t-e 5ic>et is prece"e" ?$ Sales Or"er rom 9-ic- it is

create"7

Cop$rig-t 2)1* SAP AG , C0S5OMER



SCENARIO ID: 12323

6#rt-er Actions on t-e tic>et items li>e Cre"it memo De?itmemo Ret#rns etc7 is not part o t-is release7

1) Cop$rig-t 2)1* SAP AG , C0S5OMER

Complaint Managementwith C4C Service

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