Service – Interaction Center Service Request Management: Product Demo

Learn how the SAP Customer Relationship Management rapid-deployment solution – interaction center (IC) service request management feature – can help you more efficiently support the services function by setting up and managing the interaction center.

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    • Ms. Mitchell now tells me about her current issues, so I open a service request to track it.
    • She tells me that she’s having trouble uploading videos, so I capture some details and create the service request.
    • I also categorize the topic of the request, which will make it much easier for me and my colleagues to find solutions to similar customer issues in the future.
    • Categorization also enables quick access to relevant knowledge articles, as well as future analysis.
    • After creating the service request, I give Ms. Mitchell the ticket number.
    • With her on the call, I quickly navigate to our knowledge base and use a keyword search to find a solution for her.
    • It looks like there’s an FAQ about uploading videos.
    • Reading through it, it appears to be just what she’s looking for.
    • So I describe the steps to take for uploading videos to Ms. Mitchell, and she is happy with how quickly I could solve her problem.
    • To make sure she has everything she needs, I also email these instructions to her.
    • I click “add to cart” and navigate back to the knowledge base so I can send this FAQ to her.
    • This is easy to do because her address is pre-populated, and I can select an email template
    • to insert text and then make any necessary minor edits to personalize it.
    • Now I can just go ahead and send it to her.
    • Now that Ms. Mitchell’s questions have been answered, I navigate back to the service request,
    • change the status to “complete,” and save the service request.
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  • video Service – Interaction Center Service Request Management: Product Demo