In this process customers try to solve their product problems
through searches of frequently asked questions (FAQs). FAQs are
sorted by product. Each FAQ is linked to a list of possible
solutions. FAQ Search is a self-service tool that reduces
interaction costs, increases customer satisfaction and improves
efficiency and profitability.
This process is supported by the following SAP and/or partner offerings
You use this process to create a service contract that can be used
later on as a basis for service processes.
This process is supported by the following SAP and/or partner offerings
You use this business process to create, maintain, and publish a product catalog to use in your business-to-business (B2B) or business-to-consumer (B2C) Web shop. You can create a wide range of catalogs using different variants, layouts, and views.
This process is supported by the following SAP and/or partner offerings
Customers can contact your company through their preferred
channels, including telephone, email, fax, letter and web chat.
Interaction Center agents can record service requirements and
provide updates on existing service requests with a full view of
the customer's installations & assets, their complete service
history, planned services and relevant recalls or service letters.
On-site appointments for service technicians can be scheduled by
the Interaction Center agents, even combining reactive service
visits with existing preventive maintenance plans.
This process is supported by the following SAP and/or partner offerings
| SAP Product Available |
 Partner Product Available |
 SAP Product Available with Future Releases |
 Partner Product Available with Future Releases |
 Future Focus |