Collection work item

[Former Member]

work item created for collector, but this requires action by marketing or other team outside collection team then how you manage it? What you use to track it? What collector can create in the system to hand off action item onto other team?

What standard sap offers tool to handle some action item outside collection department?

[Former Member]

thanks William

I fully understand that work item can only be worked by person within collection organisation

My question is , how collector can involve other team let's say marketing ? And what standard sap can tool collector can use to create case/ incident requiring action specifically for people outside collection organisation

For example work item is created for collector but after talking to customer collector realizes that customer has not clearly understood the term of the contract then someone from marketing team need to speak to customer and clarify or amend the contract entered with the customer

[william_eastman]

There are lots of ways to handle that. Interaction records, follow-up, cases, workflow workitems. The right choice would depend on the nature of the task and the user who would execute the task. Do they have SAP access? Only ERP? Only CRM? None at all? Only via email? A letter? The answers to those questions would lead to the right approach. Notifying other people of tasks to perform can be done in many ways

[william_eastman]

it sounds like these shouldn't be designated as work items if the agents doing the work are not accessing the system. probably these activities should have been customized differently. Work items can only be processed internally in the webclient with the collector business role.