service request management with sap crm 7

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Service Request Management with SAP CRM 7.0

With this blog I would like to make you familiar with the new service request in SAP CRM 7.0, which you can use in a

variety of use cases, especially for but not restricted to - IT Service Desk with SAP CRM 7.0. For example, if an

employee calls the shared service center to inquire about a payroll issue, or if a client calls the IT service desk to have a

password reset: In these cases, the service representative can use the service request to easily document the inquiry

and where relevant dispatch it and track its progress. A typical process flow could be like this:

From business perspective, the service request is a customer inquiry for provisioning of a pre-defined service. With the

SAP CRM service request transaction you can document

who has reported the issue and who is responsible for processing it

the processing status and dates

the impact, urgency, and priority of the request

textual descriptions, e.g. a problem and a solution description as well as links to attachments

which objects are affected, e.g. a device or office fixtures

which other transactions such as problems, knowledge articles, etc. relate to the requestwhich Knowledge Articles in SAP CRMwere used to fulfill the request

Service Request Management with SAP CRM 7.0

Posted by Bettina Giesein bettina.gieseon Feb 19, 2010 5:11:48 AM
http://scn.sap.com/people/bettina.giesehttp://scn.sap.com/people/akash.winny/blog/2008/11/13/knowledge-articles-in-sap-crmhttp://scn.sap.com/people/bettina.giese/blog/2009/01/23/it-service-desk-with-sap-crm-70https://twitter.com/intent/tweet?hashtags=scn&original_referer=http%3A%2F%2Fscn.sap.com%2Fpeople%2Fbettina.giese%2Fblog%2F2010%2F02%2F19%2Fservice-request-management-with-sap-crm-70&text=Service%20Request%20Management%20with%20SAP%20CRM%207.0&tw_p=tweetbutton&url=http%3A%2F%2Fscn.sap.com%2Fpeople%2Fbettina.giese%2Fblog%2F2010%2F02%2F19%2Fservice-request-management-with-sap-crm-70&via=SAPCommNethttp://scn.sap.com/people/bettina.giese/blog/2011/05/13/introduction-to-the-sap-it-service-desk-operation-rdshttp://scn.sap.com/people/bettina.giese/blog/2009/01/23/it-service-desk-with-sap-crm-70http://scn.sap.com/contenthttp://scn.sap.com/actionshttp://scn.sap.com/communicationshttp://scn.sap.com/activityhttp://scn.sap.com/login.jspahttp://scn.sap.com/people/bettina.giese/blog/2010/02/19/login.jspahttp://scn.sap.com/community/uachttp://scn.sap.com/community/developer-centerhttp://scn.sap.com/community/downloadshttp://scn.sap.com/welcomehttp://www.sapstore.com/http://scn.sap.com/community/newslettershttp://scn.sap.com/community/getting-started


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Item and SLA Determination

Since service requests are about delivering pre-defined services, major features in service request management are the

automatic determination of the relevant services as well as of service level agreements.The service request is a one-order object with exactly one usually hidden item, and the service product for this item

can be determined automatically based on the service requests categorization. You can define in the configuration

whether the categorization and along with it the item determination can be changed anytime during service request

processing, or whether the initially determined item is valid no matter whether the categorization is changed later on or

not.

To make the item determination based on categorization work, you need to assign the service products to the relevant

categories in the Category Modeler. Then during service request processing, the system will automatically determine the

service product for the service request. This is done by checking from bottom up, so for example, if the service request

is categorized down to level four, but no service products are assigned to the categories on levels four and three, then

the system will determine the service product which is assigned to the level two category.

If item determination according to the service requests categorization is not sufficient for your use cases, you can

implement your own logic in a BAdI (Product Assignment for Creation of Service Items).

For determination of service levels, that is service and response profiles, you have a multitude of options. Traditionally

service levels could be assigned to service contracts and service products, and of course this is still valid, so the service

levels the system determines could be deduced from, for example, the service product. When service levels are

assigned to the service request, selecting a priority enables the system to calculate dates like to do by automatically.

But with SAP CRM 7.0 there are many more objects which can contain service level information and from which this

information can be deduced during service request processing, namely: Installed base, installed base component,

installed base text component, individual object, (reference) product, sold-to party, sales organization, service

organization, and via BAdI for SLA Determination implementation.

In the configuration, you need to define SLA determination procedures so that the system knows in which objects to look

up service level information and in which sequence. For example, if in your service requests there is often a reference to

installed bases, you could maintain specific service level information in the most critical installed bases. The installed

base service levels should take precedence over service level information of the service product. So in the SLA

determination procedure you would define that the system first checks for service level information in installed bases,

and only if no service level information can be found in the reference Ibase or if there is no Ibase referenced in the

service request the service products service levels are used for the service request.

Multi-Level Categorization

The service request offers extensive multi-level categorization options by providing up to five categorization trees with up

to ten category levels each. Of course it will be rarely the case that you need to make use of fifty categories in a single

service request, but it is very common to use, for example, one categorization tree for Subject with three or four levels

of categories, and another categorization tree for Reason with another two to four category levels.


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As mentioned above, the categorization of a service request can serve for automated item determination. Further

functions related to categorization are semi-automated proposals of related transactions, auto completion of service

requests, and optionally rule-based dispatching:

For the proposal of related transactions, you can get a list of problems (master service requests, see below) or

knowledge articles for which the same categorization applies as for the service request.

Based on the categorization the service request can be auto completed, which means that based on the

categorization a pre-defined template can populate the service request automatically. This reduces the processing

time of standard service requests significantly.

When setting up rules for automated dispatching of service requests, those rules can contain categorization

information, so that you can, for example, automatically dispatch a service request with categorization Payroll

inquiry to the HR support team.

Master Service Requests

Along with the service request, a very similar new one-order object has been introduced with SAP CRM 7.0: The master

service request, also named problem (based on the IT Infrastructure Librarys terminology). A master service request,

or problem, is usually created if an issue needs to be investigated in detail, and it can refer to multiple service requests

or incidents related to the same underlying reason.

The master service request offers functions which are mainly identical to the service requests functions, but in addition it

allows you to bundle service requests and close the linked service requests automatically once the issue is solved.

When automatically completing the linked service requests, the system can not only set an appropriate status (e.g.

Solution Provided), but also copy textual information and attachments from the master service request to the service

requests. In addition, if a solution or workaround has been found for the issue, the service representatives often want to

publish the investigation's result to other colleagues. In those cases they can easily create a Knowledge Articles in

SAP CRMas a follow-up of the master service request, which can then be used by other service employees to resolve

similar issues more easily.

More Details

Last but not least some technical details:

The service request is based on a new BUS type 2000223 (Service Request), and per default a transaction type

Service Request (SRVR) is delivered.

The master service request (problem) is based on a new BUS type 2000224 (Master Service Request), and per

default a transaction type Problem (ITPR) is delivered.

The (master) service request is a one-order object with exactly one usually hidden item.

If required, the item information can be easily made available on the (master) service requests header, so that the

service product, its quantity, as well as information such as, for example, net value, is always visible for a user. To

do so, you need to access the (master) service requests header view in the Component Workbench and switch

the relevant fields of the BTADMINI group to visible.

In Customizing, you can set up the (master) service request transaction type/s you need similar to other one-order

transactions. Service request specific customizing can be found under Customer Relationship Management

Transactions Settings for Service Requests.

Like for the service order, you can also create service confirmations as follow-up documents of (master) service

requests so that you can create invoices for them and/or automatically transfer the recorded working time to SAP

ERP cross-application time sheet.For analytics, the infocube 0SRQ_C10 is available for the service request and 0SRQ_C11 for the master service

request (problem).

Since SAP CRM 7.0 SP04, the (master) service request is also enabled for ERMS (E-Mail Response Management

System) processing. See also SAP note 1388347.

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6Comments

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Daniel GrimmFeb 25, 2010 6:26 AM

Hello,

this is a really interesting article. Thanks a lot - very good information.

BR,

Daniel
http://scn.sap.com/people/akash.winny/blog/2008/11/13/knowledge-articles-in-sap-crmhttps://twitter.com/intent/tweet?hashtags=scn&original_referer=http%3A%2F%2Fscn.sap.com%2Fpeople%2Fbettina.giese%2Fblog%2F2010%2F02%2F19%2Fservice-request-management-with-sap-crm-70&text=Service%20Request%20Management%20with%20SAP%20CRM%207.0&tw_p=tweetbutton&url=http%3A%2F%2Fscn.sap.com%2Fpeople%2Fbettina.giese%2Fblog%2F2010%2F02%2F19%2Fservice-request-management-with-sap-crm-70&via=SAPCommNet


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Sheetal SAP CRMMay 31, 2012 6:52 AM

Hello Betina,

Thanks for the detailed information.

Im trying to use the service request to book an appointment on an available date with a particular

position in a location ( face to face) for a relevant category .

The service request would be for a face to face discussion and does not involve an item - Would that

be a possibility with SAP CRM service request functionality.

Would appreciate your inputs/views on this,

Thanks,Sheetal

Like (0)

Atul KeshavSep 25, 2013 8:07 AM

Hello Betina,

Very detailed article, appreciate the same, have one query can the response profile and service profile

change based on the categorization in the service request, As per your ex.

Category 1: Hardware

Category 2: Printer

Category 3: Empty Ink or Toner.

For these categories I have defined my response profile and service profile

In future if I change these categories Say I have only

Category1: Hardware

Category2: PrinterWill the response profile and the service profile change in my service request

Kind Regards

Atul

Like (0)

Amrish SinghOct 25, 2013 10:46 AM

Hi Betina,

I would like to find out if it is possible to remove the value "Very High" in the Priority Drop

down within the Service Request, without affecting the other transactions that are utilising

the same Priority.

The priority gets configured under the Maintain Priorities of Dates however this is a system

wide setting and not specific for service request. My clients requirement is to remove Very

High for service request but require it for Activities.Please could you assist in how to best proceed. Im sure with development it can be done

however i would like to find a Standard solution.

Regards

Amrish

Like (0)

Bettina GieseOct 28, 2013 1:12 PM (in response to Amrish Singh)

Hi Amrish,

unfortunately I am not aware of a standard solution for this requirement. I sent an e-mail to

two colleagues in the product development team. If I should find out more, I'll let you know.

Best regards,

Bettina

Like (0)

Amrish SinghOct 29, 2013 7:47 AM (in response to Bettina Giese)

Hi Bettina,

Thank you for your response. It is highly appreciated. If there is no Standard way

then the customer wont be willing to add this to a list of custom developments.

Regards

Amrish


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