CRM interaction record over service request

[govind_tkrishnakumar]

Hello Gurus,

Could someone please outline what are the advantages of using an interaction record/lean interaction record over a service request in SAP CRM?

Also any notes or documentation on this would be helpful

Thanks & Regards

Govind

[former_member182637]

Hi,

It would depend of what do you want to achieve:

-Interaction Record should be used for "Interaction Center WebClient" Business Role as the main transaction type to register a contact/interaction with a customer for every channel (telephone/fax/email/face-to-face/chat, etc). Therefore the structure is simple: Description, note, a reason, a status and a priority.

-With a Service Request you are using a more structured transaction that will offer extra fields that are not available for a Interaction Record, such as:

-Two Multilevel Categorisation areas, usually for "Reason" (Subject) and for "Result" (Reason), that could be renamed to any requirement.

-Extra fields for processing such as Impact, Recommended Priority.

-Relationship with extra objects such as Related Problems, Related Request for Changes, Related Knowledge Article.

Additional a service transaction such as service request would offer:

-Find Related Problems.

-Find Related Knowledge Articles

-Autocomplete (to find automatically employee responsible/service team).

So basically you go option 1 or 2 depending of your requirement. If they are simple, you will have to configure less using an Activity (Interaction Record) rather than using a Service Request and then you would have to hide all fields that are not required.

Regards,

Lyda