Question:
My background is sales related in CRM & SD,
To use the CIC helpdesk, which document types would be recommended? The S1, S2, S3? or others?
We kinda like to do the helpdesk b/c we need a tool internally and to give us experience before CIC sales & service to an external audience.
Part 2, is workflow a pre-requisite to route request to the proper IT support person in an auto fashion.
Would love to hear if anyone has implemented CIC as a helpdesk.
Answer:
First of all you should make a choice between IC winclient or Webclient.
Some functionalities are not available in one or the other UI.
Second, about the document types (transaction types) you mention:
S1 Service Request
S2 RequestForAssistance
S3 Information Request
You should first evaluate if these transaction types are sufficient for the customer requirements. You also have for example:
- SRVO SAP Service Order
- TSRV SAP Teleservice
- TSVO SAP Service IC
Next in my eyes it would be important to check out the look and feel for those Transaction types in Both (IC win and Webclient).
Remember that not all fields and functionalities will be available and/or look the same in the Webclient.
About the Workflow question:
In the Interaction Center you make use of :
1) The organizational model ( your IC agents are assigned to org units via positions).
2) use a certain partner function to have for example an service (request) appear in someone's INBOX or in his Worklist (= IC webclient).
3) you could also make use of Actions (action profile which you assign on Transaction type level) to trigger an email (smartform) to the responsible employee and so on..
4) you could make use of workflow too of course
But in my eyes, you do not REALLY need workflow but depending on the complexity of the customer requirements you might need it.
regards
_________________
Davy Pelssers
Independant SAP Consultant CRM/BW/Authorisations
pelssersdavy@hotmail.com
Answer:
Appreciate the response. I've been to the web CIC class CRM 410 and I would definitely choose web CIC over the gui.
From past experience, I have been on projects that used Tivoli or Remedy software to log helpdesk tickets. I think the "ticket" in CRM will equate to a document type.
We have a dev portal with all the CRM roles, but what I think would be great would be to have on page on our intranet where any user can log a ticket (help desk )request which creates the service request in SAP. then configure the document to route to proper IT specialist from passwords, errors, etc, no matter wether the error is SAP related or just IT related (Outlook error).
Then of course, use BW to report tickets created, closed, avg response time etc.
Answer:
just a thing:
Since you already have a portal with all CRM roles available, you might wonna consider :
Internet Customer Self-Service
Purpose
Internet Customer Self-Service (ICSS) is a Web-based application that provides your customers with a personalized self-help environment.
ICSS can be used as a standalone application or it can be accessed through a Portal. It supports business-to-business (B2B) and business-to-consumer (B2C) scenarios. Both scenarios are designed to help you reduce interaction costs and increase customer satisfaction.
Features
With ICSS, your customers can manage product-relevant information using services such as:
· Account Self-Service
· Knowledge Management
· Request Management
· Complaints and Returns
· Installed Base Management
"of course you would have to check if this could be suitable for your internal solution for a helpdesk, with no biling and so on."
_________________
Davy Pelssers
Independant SAP Consultant CRM/BW/Authorisations
pelssersdavy@hotmail.com