|SAP Business Maps on ES Workplace|
business scenario maps
|IT Service Desk and IT Support|
|Multi Channel Interactions||
Integrates interaction center processes with multiple communication channels, both inbound and outbound.
Inbound contact handling for phone, e-mail, chat, fax, call-me-back, postal letter, and VoIP.
Outbound contact handling for phone, e-mail, fax, postal letter, and VoIP.
|Account Identification & Maintenance||
Identifies accounts and contacts by criteria such as account/contact data, registered product data, business document number. Account maintenance allows to update account data and create contact persons.
|Object and IBase Identification & Maintenance||
Allows the service employees to maintain and find the relevant
information about any sort of objects or installed bases, e.g.
hardware, applications, buildings, etc., and refer to them during
|Service Request Management||
Allows agents and service employees to create and process all sorts
of user-related requests for defined services or requests for new
Allows agents and service employees to create and process
incidents, which are events that are not part of the standard
operation of a service and therefore interrupt or reduce the
quality of that service.
|Integration to SAP Solution Manager||
Allows the integration to SAP Solution Manager for transfer of
incidents from SAP CRM which are related to SAP application
management and therefore need to be processed in SAP Solution
Allows agents and service employees to create and process problems
and other types of master service requests. Creating master service
requests enables the user to assign and lock all related incidents
and service requests to the problem / master service request in
order to only process and close the master service request and
update the individual incidents and service requests automatically.
|Request for Change Management||
Requests for change are used to request all sorts of modifications, e.g. in the IT infrastructure, which often need to be well planned and approved before execution.
This process allows agents and service employees to create and process such requests for change, as well as it allows all involved parties to review and approve the requests before they are executed and confirmed.
|Knowledge Article Search||
Knowledge articles are used to describe problems and how they can
be remedied. The knowledge article search allows agents in SAP CRM
Interaction Center to search for knowledge articles and to e-mail
the relevant knowledge articles to their clients.
|IT Service Level Management||
Defines and manages all IT services and their related service level
agreements. Agents and other service employees have access to
service level information such as agreed upon service and response
profiles as well as service contracts during service
Monitors agreed upon service delivery dates and escalates service requests which are or soon will be overdue.
|Rule Based Dispatching||
Allows the dispatching of service requests and other service
processes according to defined rules.
Uses predefined codes to help qualify problems, damages, reasons, tasks, etc.
Multi-level categorization is be used to categorize reported issues over various levels reducing user complexity and errors.
Guides agents during interaction.
|E-Mail and Chat Integration||
Includes an integrated e-mail editor to send out solutions and attachments.
Enables agents to call up lists of all activities that are assigned to a group or a single agent, filtered by various criteria.
Provides a 360° view of an account, which includes sales, marketing,service, sales planning, logistics, and financial information such as account sales pipeline, the list of backorders, credit information, and the list of campaigns running for the account. Allows quick access to information from different systems such as SAP ERP, SAP CRM, and SAP BI.
Displays the history of customer interactions across all channels and business scenarios (activities, lead, opportunities, quotations, sales order, sales and service contracts, service requests, and service orders) to the agents' desktop. This visibility helps the agent understand the status and specific situation with an account/contact person thereby making their interaction more effective.
|IT Service Analytics||
Allows to create queries with reference to service requests /
incidents and problems.
|Help Desk Analysis||
Displays vital help desk information so that service desk managers
can monitor and manage their operations more effectively.