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author's profile photo Former Member
Former Member

SERVICE SALES SUPOORT PROCESS

HI SAP EXPERTS!!

I WANT TO KNOW THE SERVICE ISSUES HOW TICKET WILL COME IN CRM THRU WHICH SOFT WARE WILL IT COME ? AND GIVE ME IMPARTENT 3 ISSUES OF SERVICE RELATED IAM VERY MUCH TAHNK FUL 2 U,

THANX & REGARDS,

SYED

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  • author's profile photo Former Member
    Former Member
    Posted on Jan 11, 2009 at 08:42 AM

    Hi Syed ,

    What do u mean by ticket ? do u mean a service request ?

    Nitin

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  • author's profile photo Former Member
    Former Member
    Posted on Jan 17, 2009 at 03:07 PM

    Syed,

    Service tickets are actually created by the service agents. Service agents are those who use the CIC (customer Interaction center) through which they take the inbound customer calls (like in call center) and based on customer request/complaints, they create a service ticket.

    Now this service ticket can be converted into a service order based on many other criterias and then eventually the required service can be provided and after service completion is confirmed bythe service technicians, the invoice can be generated and customer can be billed for the service provided.

    This is a general service scenario. Hope it helps.

    Cheers

    G P

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