Service Ticket Management
The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects,
bugs, or any other technical issues.
After creating a service ticket as a follow-up transaction to the interaction record, agents
can perform technical analysis of problems (using multi-level categorization) and provide
solutions within defined service-level agreements (SLAs). If necessary, agents can also
dispatch or escalate service tickets to second-level support using pre-defined business
rules.
Service Order Management
Service orders are very similar to service tickets (in fact they share the same underlying
technical structure) but are used whenever it is necessary to schedule a repair, installation,
or other field-service related appointment -- especially if spare parts/service parts are
required.
Unlike service tickets, which do not support spare parts/service parts, the service order
allows agents to assign the relevant spare parts/service parts required for a repair,
maintenance or installation.
Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complaints are
created as follow-up documents to support product returns, exchanges, or refunds. A
complaint is appropriate when a customer has a problem or issue with delivery shipment
or billing invoice.
Agents can create a complaint from a reference document such as sales order or billing
invoice. Agents can also generate appropriate follow-on tasks such as credit/debit
memos, QM notifications, free-of-charge shipments, and returns.
In SAP, complaints are NOT used to record situations in which a customer is calling to
"complain" about bad service or defective products; rather interaction records and service
tickets are best suited for such situations.
The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects,
bugs, or any other technical issues.
After creating a service ticket as a follow-up transaction to the interaction record, agents
can perform technical analysis of problems (using multi-level categorization) and provide
solutions within defined service-level agreements (SLAs). If necessary, agents can also
dispatch or escalate service tickets to second-level support using pre-defined business
rules.
Service Order Management
Service orders are very similar to service tickets (in fact they share the same underlying
technical structure) but are used whenever it is necessary to schedule a repair, installation,
or other field-service related appointment -- especially if spare parts/service parts are
required.
Unlike service tickets, which do not support spare parts/service parts, the service order
allows agents to assign the relevant spare parts/service parts required for a repair,
maintenance or installation.
Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complaints are
created as follow-up documents to support product returns, exchanges, or refunds. A
complaint is appropriate when a customer has a problem or issue with delivery shipment
or billing invoice.
Agents can create a complaint from a reference document such as sales order or billing
invoice. Agents can also generate appropriate follow-on tasks such as credit/debit
memos, QM notifications, free-of-charge shipments, and returns.
In SAP, complaints are NOT used to record situations in which a customer is calling to
"complain" about bad service or defective products; rather interaction records and service
tickets are best suited for such situations.
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