This is an overview of SAP CRM service request capabilities which are available as of SAP Enhancement Package 1 for SAP CRM 7.0.
A checklist in a service request allows you to assign a list of ‘steps’ which need to be executed in order to process and complete the request. The steps contain information about what needs to be done, which person or organizational unit is responsible to do it, whether the step can be executed anytime or only after specific other steps have been processed first, etc. For example, if a notebook has been stolen, there might be a checklist specifying that a theft report needs to be written, that the insurance company and asset accounting need to be informed, that a replacement notebook needs to be ordered, etc. The checklist can be assigned manually to the service request, or automatically deduced by rules. Similarly the responsible parties who need to perform the steps can be entered manually or be assigned automatically via rules.
To visualize the status of each checklist step, as well as the sequential flow of the steps, you can switch on a graphical process flow below the checklist. Step processors can be automatically informed via SAP Workflow once they need to process a specific task. In the step details, work instructions can help the processor to determine what needs to be done. Actions can be made available per step, so that the processors easily can execute tasks in the system.
The checklist is available for service requests, master service requests, requests for change and service orders. Checklist-specific search criteria are available in the transactions’ search pages as well as in the Interaction Center’s Inbox, so that processors can search specifically for service requests which contain steps they need to process.
This new capability allows the employees who worked on the service request to easily enter their working time. You can not only enter start date, the actual duration, and the employee responsible per line, but if relevant you can even add, for example, service and valuation types and further information you might know from the service confirmation. As a service confirmation is what is being created in the background once you enter a time record.
So from technical perspective, a time record entered in the service request represents an item in a service confirmation. The service confirmation is automatically being created as follow-up document of the service request once you enter the first time record. Every further time record will be captured as new item in the same service confirmation. Since service confirmations enable you to download working time information into the SAP ERP cross-application time sheet, of course the time records entered in the SAP CRM service request can thus also be used to automatically capture working time information in SAP ERP.
Service Request Analytics
There is now new content available for the service request in SAP Business Warehouse. You can find all available content here: http://help.sap.com – SAP NetWeaver – BI Content -