We are an existing SAP CRM customer upgrading to SAP CRM 7.0 and are debating whether to convert all of your pending Interaction Center (IC) service tickets to the new CRM Web Client service request format. What would be your advice?

Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by SAP for service issues related to the Help Desk in the IC.

However, as of SAP CRM 7.0, SAP introduced a new business object type called the service request, which can be used in the Interaction Center, as well as in other CRM business roles such as the Service Professional role.

New customers should use the service request rather than the service ticket.

Existing customers who are already using the service ticket should migrate to the new service request when possible (although you can still continue to utilize the IC service ticket). In order to facilitate the migration, it may be necessary to create a custom report to handle the conversion of open (pending) service tickets to service requests.

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