1. ©© 2013 SAP AG. All rights reserved. Request-to-Resolve Scenario Overview Handling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Scenario Explorer Open Legend Customer Service Representative Scenario Description The following business roles are involved in this scenario: The Request-to-Resolve business scenario enables your service department to provide customer service and support to prospects and existing customers. It provides you with functions to receive inquiries via different input channels, and to create and handle service requests. You can provide solutions to your customer using various output channels, and trigger appropriate follow-up activities such as field services. There are also enhanced functions for: Knowledge base support to efficiently resolve service requests Customer warranties to meet legal requirements, and manage entitlements for product failures and defects Service levels for monitoring performance objectives and due dates Click process chevrons for details Scenario/Processes Business Value Scenario Flow Further Information

2. ©© 2013 SAP AG. All rights reserved. Request-to-Resolve Scenario Overview Handling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Click process chevrons for details Customer Service Representative Scenario Description The following business roles are involved in this scenario: The Request-to-Resolve business scenario enables your service department to provide customer service and support to prospects and existing customers. It provides you with functions to receive inquiries via different input channels, and to create and handle service requests. You can provide solutions to your customer using various output channels, and trigger appropriate follow-up activities such as field services. There are also enhanced functions for: Knowledge base support to efficiently resolve service requests Customer warranties to meet legal requirements, and manage entitlements for product failures and defects Service levels for monitoring performance objectives and due dates Legend Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third- party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Close Legend Scenario/Processes Business Value Scenario Flow Further Information Scenario Explorer

3. ©© 2013 SAP AG. All rights reserved. Request-to-Resolve Process Details: Handling an Incoming Customer Inquiry Click process chevrons for details Handling an Incoming Customer Inquiry Receive an incoming call and log an inquiry i Creating, Assigning, and Resolving a Service Request Scenario Explorer Process Description Performed by Customer Service Representative In the Work Center(s) Account Management Further Information Click hereClick here to display process variants X The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Scenario/Processes Business Value Scenario Flow Further Information See also Service Levels Quick Guide

4. ©© 2013 SAP AG. All rights reserved. Request-to-Resolve Process Details: Handling an Incoming Customer Inquiry Click process chevrons for details Handling an Incoming Customer Inquiry Receive an incoming call and log an inquiry i Handling an Incoming Customer Inquiry via Fax or E- Mail Channel Handling an Incoming Inquiry Manually via Activities i i Creating, Assigning, and Resolving a Service Request Scenario Explorer Process Description Performed by Customer Service Representative Further Information Click hereClick here to hide process variants X The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Scenario/Processes Business Value Scenario Flow Further Information See also Service Levels Quick Guide In the Work Center(s) Account Management

5. ©© 2013 SAP AG. All rights reserved. Scenario Explorer Process Description Performed by Customer Service Representative In the Work Center(s) Service Desk Service Entitlements Products and Service Portfolio Further Information Click process chevrons for details Creating, Assigning, and Resolving a Service Request Handling an Incoming Customer Inquiry Create a service request Assign a service request Search for and provide a solution iii Complete a service request i X Request-to-Resolve Process Details: Creating, Assigning, and Resolving a Service Request The Creating, Assigning, and Resolving a Service Request business process allows you to document and categorize service requests. When a customer contacts your service organization with a problem, your sales or service representative creates a service request to document the customer issue. He or she then search the knowledge database for a solution in previous customer cases, documents and sends an answer to the customer, or arranges a service at the customer site if one is required. Scenario/Processes Business Value Scenario Flow Further Information See also Service Order Processing

6. ©© 2013 SAP AG. All rights reserved. ResolveAssignRequest Capture Request Create Service Request EscalateFix / Fulfill Handover Field Service and Repair Search Knowledge Base Request-to-Resolve Business Value Scenario Explorer Overview For midsize companies that want to achieve service excellence, this scenario provides exception-based processing in a multi-tier service and support group. SAP Business ByDesign supports you from the service request entry, assignment of service personnel, and analysis of the service request phases through to the resolution phase. You can increase customer satisfaction, decrease response times, lower costs for services, and improve long-term customer loyalty. Service employee empowerment through a 360-degree customer view of accounts, products, as well as customer interaction history, including related business documents such as service requests, service orders, or sales orders E-mail inbound channel support for service requests Telephone integration with Collaboration Window to support inbound service requests and facilitate follow-up activities Issue tracking with alerts and escalations to ensure quick resolution Knowledge database with search functions to increase efficiency in resolution Integration with account management to track customer interactions and up-sell new services Built-in analytics and reporting on incident tracking, service request backlog, service level agreement (SLA) compliance rate, and analysis of knowledge-base usage Key Benefits Determine Entitlements Determine Responsibilit y Diagnose & Prioritize Business Value Scenario/Processes Scenario Flow Further Information

7. ©© 2013 SAP AG. All rights reserved. Request-to-Resolve Scenario Flow Legend Work center in which process is performed Business document flow Dotted line = optional Process mainly driven by the user Process variant1 Process variant 2 Scenario Explorer Work Center Additional Application Collaboration Window / Groupware Client Service Desk Handling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Telephony channel Fax-/E-mail channel Via activities Scenario Flow Scenario/Processes Business Value Further Information

8. ©© 2013 SAP AG. All rights reserved. Request-to-Resolve Further Information Scenario Explorer Forum Get in touch with experts to discuss your specific requirements. To enter the community, click here.*click here More Details SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.click here Self-Enablement Systems If you want to try out the business scenario, click here.*click here WIKI In addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign. To access the WIKI, click here.*click here Do you want to try it out?Do you need more information?Do you want to discuss with others? VV * Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please check http://support.microsoft.com/kb/890474.http://support.microsoft.com/kb/890474 Further Information Scenario/Processes Business Value Scenario Flow