Demo Script for SAP S/4HANA 2023 FPS02 Fully-Activated Appliance: Service - Interaction Center with Service Request Management
Demo Script for SAP S/4HANA 2023 FPS02 Fully-Activated Appliance: Service - Interaction Center with Service Request Management Download the Document© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
PUBLIC
SAP S/4HANA 2023 FPS02 Fully-Activated Appliance
December 2024
Demo Guide:
Interaction Center with Service Request Management
PUBLIC
SAP S/4HANA 2023 FPS02 Fully-Activated Appliance
December 2024
Demo Guide:
Interaction Center with Service Request Management
2
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
Table of Contents
1 How Can This Script Be Used? 4
1.1 Passwords for the pre-configured demo users 4
2 Demo Story: Interaction Center with Service Request Management 5
2.1 Scenario 1: Service Request Processing in the Interaction Center 5
2.1.1 Identify and Confirm Account 5
2.1.2 Create Service Request 9
2.1.3 Search for Knowledge Article 10
2.1.4 Dispatch Service Request to 2nd Level 11
2.1.5 Process Service Request and Create Service Quotation 13
3 Summary 17
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
Table of Contents
1 How Can This Script Be Used? 4
1.1 Passwords for the pre-configured demo users 4
2 Demo Story: Interaction Center with Service Request Management 5
2.1 Scenario 1: Service Request Processing in the Interaction Center 5
2.1.1 Identify and Confirm Account 5
2.1.2 Create Service Request 9
2.1.3 Search for Knowledge Article 10
2.1.4 Dispatch Service Request to 2nd Level 11
2.1.5 Process Service Request and Create Service Quotation 13
3 Summary 17
3
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
Document History
Revision Date Change
1.0 December
2024
Release for customer.
The content of this demo guide was formerly included in the Service demo
guide and has been updated for SAP S/4HANA 2023 FPS02.
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
Document History
Revision Date Change
1.0 December
2024
Release for customer.
The content of this demo guide was formerly included in the Service demo
guide and has been updated for SAP S/4HANA 2023 FPS02.
4
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
1 How Can This Script Be Used?
This demo script has been written for usage with the SAP S/4HANA 2023 FPS02 Fully-Activated Appliance (in
short “appliance” in this script), hence you will need such an appliance to make use of this guide.
The appliance can be brought up in two ways, and the demo scenario in this script is largely the same for both:
1. Via SAP Cloud Appliance Library (hosted on cloud providers)
You need a cloud provider account at AWS, MS Azure, or GCP. With this, you can deploy the appliance within
1-2 hours from https://cal.sap.com > Solutions > SAP S/4HANA 2023 FPS01 Fully-Activated Appliance.
2. Via installing it on your own on-premise hardware.
You need to provide your own hardware, and order & install the appliance as explained in SAP Note 2041140.
If you are new to the SAP S/4HANA Fully-Activated Appliance, introductory information can be found here:
https://blogs.sap.com/2018/12/12/sap-s4hana-fully-activated-appliance-create-your-sap-s4hana-1809-
system-in-a-fraction-of-the-usual-setup-time/
Important:
Before you start your demo, please read SAP S/4HANA Fully-Activated Appliance: Demo Scripts for information
about necessary preparations, especially any post-deployment steps to ensure the full functionality of your
appliance. These steps are covered in sections;
B) General Remarks
C) Post-deployment Steps
D) Log-on to the system
Besides this, you will also find links to all demo scripts on this page.
1.1 Passwords for the pre-configured demo users
Please contact your company’s system administrator for your company-specific demo user passwords. Demo
users provided in the appliance which are used for the Demo Scripts were delivered with the password
“Welcome1”, however SAP recommends changing these.
If you experience user/logon issues, please contact your team’s SAP S/4HANA Appliance system administrator.
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
1 How Can This Script Be Used?
This demo script has been written for usage with the SAP S/4HANA 2023 FPS02 Fully-Activated Appliance (in
short “appliance” in this script), hence you will need such an appliance to make use of this guide.
The appliance can be brought up in two ways, and the demo scenario in this script is largely the same for both:
1. Via SAP Cloud Appliance Library (hosted on cloud providers)
You need a cloud provider account at AWS, MS Azure, or GCP. With this, you can deploy the appliance within
1-2 hours from https://cal.sap.com > Solutions > SAP S/4HANA 2023 FPS01 Fully-Activated Appliance.
2. Via installing it on your own on-premise hardware.
You need to provide your own hardware, and order & install the appliance as explained in SAP Note 2041140.
If you are new to the SAP S/4HANA Fully-Activated Appliance, introductory information can be found here:
https://blogs.sap.com/2018/12/12/sap-s4hana-fully-activated-appliance-create-your-sap-s4hana-1809-
system-in-a-fraction-of-the-usual-setup-time/
Important:
Before you start your demo, please read SAP S/4HANA Fully-Activated Appliance: Demo Scripts for information
about necessary preparations, especially any post-deployment steps to ensure the full functionality of your
appliance. These steps are covered in sections;
B) General Remarks
C) Post-deployment Steps
D) Log-on to the system
Besides this, you will also find links to all demo scripts on this page.
1.1 Passwords for the pre-configured demo users
Please contact your company’s system administrator for your company-specific demo user passwords. Demo
users provided in the appliance which are used for the Demo Scripts were delivered with the password
“Welcome1”, however SAP recommends changing these.
If you experience user/logon issues, please contact your team’s SAP S/4HANA Appliance system administrator.
5
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
2 Demo Story: Interaction Center with Service
Request Management
This demo guide covers the process flow from taking a call in the Interaction Center to creating and processing a
service request from the inbox. The scenario is based on a B2B scenario with accounts (companies) and contact
persons related to the accounts.
Note that if you are only interested in the service request, but not the Interaction Center, you can also create and
process service requests in the Manage Service Requests app which you can find when logged on with the
SERV_MAN user.
The following pre-defined user is for this demo story:
User Details
IC_AGENT_SRV Interaction Center role for service request receipt, knowledge article
search and inbox processing
The scenarios in this demo script have been tested with the SAP Best Practices master data mentioned in the
scenarios below. For a complete overview of master data available for the SAP Best Practices for SAP S/4HANA
(on premise) solution refer to this document: Your Master Data | SAP Help Portal
(https://help.sap.com/docs/s4hana-best-practices/s4hana2023-master-data/your-master-data)
2.1 Scenario 1: Service Request Processing in the Interaction
Center
2.1.1 Identify and Confirm Account
A customer contacts the helpdesk. The helpdesk agent identifies the caller and (optionally) the affected piece of
equipment.
Note that for the fully-activated appliance, no integration settings to contact channels (e.g., for e-mail, phone, or
chat integration) are available. For the steps below we assume that the customer calls and the helpdesk agents
maintain the call details manually.
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material.
2 Demo Story: Interaction Center with Service
Request Management
This demo guide covers the process flow from taking a call in the Interaction Center to creating and processing a
service request from the inbox. The scenario is based on a B2B scenario with accounts (companies) and contact
persons related to the accounts.
Note that if you are only interested in the service request, but not the Interaction Center, you can also create and
process service requests in the Manage Service Requests app which you can find when logged on with the
SERV_MAN user.
The following pre-defined user is for this demo story:
User Details
IC_AGENT_SRV Interaction Center role for service request receipt, knowledge article
search and inbox processing
The scenarios in this demo script have been tested with the SAP Best Practices master data mentioned in the
scenarios below. For a complete overview of master data available for the SAP Best Practices for SAP S/4HANA
(on premise) solution refer to this document: Your Master Data | SAP Help Portal
(https://help.sap.com/docs/s4hana-best-practices/s4hana2023-master-data/your-master-data)
2.1 Scenario 1: Service Request Processing in the Interaction
Center
2.1.1 Identify and Confirm Account
A customer contacts the helpdesk. The helpdesk agent identifies the caller and (optionally) the affected piece of
equipment.
Note that for the fully-activated appliance, no integration settings to contact channels (e.g., for e-mail, phone, or
chat integration) are available. For the steps below we assume that the customer calls and the helpdesk agents
maintain the call details manually.