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Help Desk with SAP CRM Interaction Center


Help Desk with SAP CRM Interaction Center

With SAP CRM Interaction Center Webclient, we can build a powerful help desk solution for both internal and external users/customers.

For example, the process would go like this,

  • a customer reports an issue with an e-mail.
  • The e-mail goes into the agent inbox with SAP ERMS (E-Mail Response Management System).
  • The agent picks up the mail, the customer is confirmed.
  • a service ticket is created for the issue. Categorization is proposed based on the content and issue.
  • Solutions are suggested for solving the issue.
  • The agent send the suggested solution to the customer.
  • The customer takes action.
  • There would be bounce and back for some times. or the issue would be escalated.


<Demo: Service Ticket in the Interaction Center.
Categorization is automatically filled based on the mail content and issue.
Solutions are suggested. >

Service ticket in the interaction center webclient: Escalation
<Demo: Service ticket in the interaction center webclient.
With the escalation function, the ticket can be escalated to the next level for further processing.>

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Last Updated@September 2008

 
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