C53 – Interaction Center (IC) Service Request Management with Knowledge Articles Process Diagram EHP3 for SAP CRM 7.0

SAP Customer Relationship Management C53 – IC Service Request Management with KA’s (1/2) Incoming E-Mail Processing Interaction Center Agent Service Customer Send E-Mail A Select E-Mail B Identify and Confirm Account C Icon Legend Check Customer Interaction History Icon UI/Transaction Path CRM WebClient UI menu Inbox Account Identification → Check business partners → Confirm Account Identification BP Service Request Interaction Record → Status Completed End D Create Service Request & Provide Knowledge Article by E-Mail A B Receive Knowledge Article via E-Mail E Complete Interaction Record C D F End Interaction E F

SAP Customer Relationship Management C53 – IC Service Request Management with KA’s (2/2) Incoming Call Processing Interaction Center Agent Service Customer A Identify and Confirm Account B Open Service Request C Change Service Request & Route to 2nd Level D Complete Interaction Record Icon Legend Icon UI/Transaction Path CRM WebClient UI menu Account Identification → Confirm Interaction History → Search BP Service Request Interaction Record → Status Completed End E End Interaction Receive E-Mail with status change A B C D E

Integration with Other SAP Best Practices Processes and Scope Items The process diagram might contain links to preceding, succeeding, or other related SAP Best Practices processes or scope items. Note that these scope items may or may not be part of the solution package. Refer to the Prerequisites Matrix for the definition which scope items are part of the solution package.