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

2. SAP Customer Relationship Management
C53 – IC Service Request Management with KA’s (1/2) Incoming Processing
Interaction Center Agent Service
Customer
Send A
Select 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 A B
Receive Knowledge Article via E
Complete Interaction Record C D F
End Interaction E F

3. 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 with status change A B C D E

4. 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.