Customer Service (CS)
Release 4.6C
MYSAP.ROLES_S_CS
Customer Service (CS)
SAP AG
Copyright
Copyright 2001 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft , WINDOWS , NT , EXCEL , Word , PowerPoint and SQL Server are registered trademarks of Microsoft Corporation. IBM , DB2 , OS/2 , DB2/6000 , Parallel Sysplex , MVS/ESA , RS/6000 , AIX , S/390 , AS/400 , OS/390 , and OS/400 are registered trademarks of IBM Corporation. ORACLE is a registered trademark of ORACLE Corporation. INFORMIX -OnLine for SAP and Informix Dynamic Server Informix Software Incorporated.
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April 2001
SAP AG
Customer Service (CS)
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April 2001
Customer Service (CS)
SAP AG
Contents
Customer Service (CS).................................................................................................. 5
Displaying an Installed Base.......................................................................................................................6 Processing an Installed Base......................................................................................................................7 Displaying Service Agreements, Sales Orders, and Billing Documents................................................8 Processing Service Agreements ................................................................................................................9 Displaying Warranties................................................................................................................................10 Processing Warranties ..............................................................................................................................11 Customer Interaction Center (Front-Office).............................................................................................12 Customer Interaction Center Administration ..........................................................................................13 Contact History for Groups and Agents ..................................................................................................14 Displaying Service Notifications and Service Orders ............................................................................15 Processing Service Notifications and Service Orders ...........................................................................16 Processing the Solution Database ...........................................................................................................18 Processing a Sales Order and Customer Repairs Order .......................................................................19 Processing a Sales Order Settlement and Billing Document ................................................................20
April 2001
SAP AG
Customer Service (CS) Customer Service (CS)
Customer Service (CS)
The individual roles of the application component Customer Service (CS) are shown below.
April 2001
Customer Service (CS) Displaying an Installed Base
SAP AG
Displaying an Installed Base
Technical name: SAP_CS_IB_INSTALLED_BASE_DISPL
Tasks
This role contains all the functions that you require for displaying installed bases.
Activities in Customer Service (CS)
The following activities for installed bases are available with this role: Displaying an installed base
April 2001
SAP AG
Customer Service (CS) Processing an Installed Base
Processing an Installed Base
Technical name: SAP_CS_IB_INSTALLED_BASE_PROC
Tasks
This role contains all the functions that you require for processing installed bases.
Activities in Customer Service (CS)
The following activities for installed bases are available with this role: Creating an installed base Creating an installed base with reference Changing an installed base Where-used list (time, interval)
April 2001
Customer Service (CS) Displaying Service Agreements, Sales Orders, and Billing Documents
SAP AG
Displaying Service Agreements, Sales Orders, and Billing Documents
Technical name: SAP_CS_AG_CUST_ORDER_DISPLAY
Tasks
This role contains all the functions that you require for displaying service agreements, sales orders, and billing documents.
Activities in Customer Service (CS)
The following activities for processing service agreements, sales orders, and billing documents are available with this role: Queries Displaying a query List of queries List of incomplete quotations Displaying a quotation Displaying a contract List of contracts Displaying billing documents
Quotations and contracts
April 2001
SAP AG
Customer Service (CS) Processing Service Agreements
Processing Service Agreements
Technical name: SAP_CS_AG_PROCESS
Tasks
This role contains all the functions that you require for processing service agreements.
Activities in Customer Service (CS)
The following activities for processing service agreements are available with this role: Queries Creating, changing, or displaying queries List of queries List of incomplete queries Creating, changing, or displaying quotations List of quotations List of incomplete quotations Creating, changing, or displaying a contract List of incomplete contracts Service documents for the contract List of contracts
Quotations
Contracts
April 2001
Customer Service (CS) Displaying Warranties
SAP AG
Displaying Warranties
Technical name: SAP_CS_AG_WARRANTIES_DISPLAY
Tasks
This role contains all the functions that you require for displaying warranties.
Activities in Customer Service (CS)
The following activities for displaying warranties are available with this role: Displaying a master warranty
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April 2001
SAP AG
Customer Service (CS) Processing Warranties
Processing Warranties
Technical name: SAP_CS_AG_WARRANTIES_PROCESS
Tasks
This role contains all the functions that you require for processing warranties.
Activities in Customer Service (CS)
The following activities for processing warranties are available with this role: Creating a master warranty Changing a master warranty
April 2001
11
Customer Service (CS) Customer Interaction Center (Front-Office)
SAP AG
Customer Interaction Center (Front-Office)
Technical name: SAP_CS_CI_AGENT
Tasks
This role contains all the functions that you require for the Front Office in the Customer Interaction Center.
Activities in Customer Service (CS)
The following activities for the Front Office are available with this role: Customer Interaction Center Sales summary
12
April 2001
SAP AG
Customer Service (CS) Customer Interaction Center Administration
Customer Interaction Center Administration
Technical name: SAP_CS_CI_ADMIN
Tasks
This role contains all the functions that you require for administration purposes in the Customer Interaction Center.
Activities in Customer Service (CS)
The following activities for administration in the Customer Interaction Center are available with this role: Agents SAPphone: Internal telephone numbers Telephony administration SAPphone: New system administration CTI queue maintenance DNIS assignment Maintaining scripts Scripts: Assigning texts Scripts: Maintaining variables Archiving logging Archiving infostore Creating, changing, or displaying the business requirements analysis and staff assignment (Workflow)
SAPphone CTI queues DNIS settings Defining scripts
Archiving
Configuring the organizational plan
April 2001
13
Customer Service (CS) Contact History for Groups and Agents
SAP AG
Contact History for Groups and Agents
Technical name: SAP_CS_CI_INFOSYSTEM
Tasks
This role contains all the functions that you require for the info system of the Customer Interaction Center.
Activities in Customer Service (CS)
The following activities for the info system in the Customer Interaction Center are available with this role: Contact history and document flow Contact history Agent activities Organization / Time report for agent Organization / Agent call volume (DNIS) Agent profiles Agent profile overview Evaluations on the agent level Evaluations on group level
Profile evaluation
14
April 2001
SAP AG
Customer Service (CS) Displaying Service Notifications and Service Orders
Displaying Service Notifications and Service Orders
Technical name: SAP_CS_SE_DISPLAY_NOTIF_ORDERS
Tasks
This role contains all the functions that you require for displaying service notifications and service orders.
Activities in Customer Service (CS)
The following activities for displaying service notifications and service orders are available with this role: Service notifications Displaying a service notification Notification list (multi-level) Displaying service notifications (list) Displaying tasks Displaying notification items Displaying activities Displaying an order Displaying service orders (list) Displaying multi-level orders (list) Displaying operations (list) Displaying the component list for an order Document flow list Material where-used list
Service orders
April 2001
15
Customer Service (CS) Processing Service Notifications and Service Orders
SAP AG
Processing Service Notifications and Service Orders
Technical name: SAP_CS_SE_PROCESS_NOTIF_ORDERS
Tasks
This role contains all the functions that you require for processing service notifications and service orders.
Activities in Customer Service (CS)
The following activities for processing service notifications and service orders are available with this role: Service notifications Creating a service notification (general) Creating a service request Creating a service notification (malfunction) Creating an activity report Changing a service notification Changing service notifications (list) Displaying a service notification Changing notification items (list) Changing activities (list) Changing tasks (list) Creating an order Creating an order for a service notification Creating a sub-order Changing an order Printing an order Changing operations Changing service orders (list) Changing the component list for an order Where-used list for production resources and tools (PRT) PRT: Material where-used list for the service order PRT: PRT usage master for orders PRT: Order documents PRT: Equipment where-used list for orders
Service orders
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April 2001
SAP AG
Customer Service (CS) Processing Service Notifications and Service Orders
April 2001
17
Customer Service (CS) Processing the Solution Database
SAP AG
Processing the Solution Database
Technical name: SAP_CS_CM_SOL_DATA_BASE_PROC
Tasks
This role contains all the functions that you require for processing the solution database.
Activities in Customer Service (CS)
The following activities for the solution database are available with this role: Creating, displaying, or changing the solution database Text indexing for the solution database Creating, displaying, or changing a symptom or solution
18
April 2001
SAP AG
Customer Service (CS) Processing a Sales Order and Customer Repairs Order
Processing a Sales Order and Customer Repairs Order
Technical name: SAP_CS_AG_CUST_ORDER_PROCESS
Tasks
This role contains all the functions that you require for processing sales orders and customer repairs orders.
Activities in Customer Service (CS)
The following activities for processing the sales order and customer repairs order are available with this role: Creating, changing, or displaying a sales order List of orders Returns delivery for the customer repairs order Selection according to object status
April 2001
19
Customer Service (CS) Processing a Sales Order Settlement and Billing Document
SAP AG
Processing a Sales Order Settlement and Billing Document
Technical name: SAP_CS_AG_CUST_ORDER_COMPLETE
Tasks
This role contains all the functions that you require for processing the sales order settlement and billing document.
Activities in Customer Service (CS)
The following activities for processing the sales order settlement and billing document are available with this role: Order settlement Actual settlement: Order Actual settlement: Internal/Service orders Setting status 'Completed' Actual surcharges: Internal order - individual processing Actual surcharges: Internal order - collective processing Resource-related billing document Collective processing of resource-related billing documents Reposting accounting indicator Creating, changing, or displaying a billing document Canceling a billing document Processing a billing due list Follow-up billing Billing document list List of blocked billing documents Collective processing log Results analysis for the order Actual results analysis for the order
Surcharges
Billing request
Billing document
Results analysis
20
April 2001
SAP AG
Customer Service (CS) Processing a Sales Order Settlement and Billing Document
April 2001
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