Module One Logon and Overview SAP-GCIC Training Module One Logon and Overview

Module Objectives Explain what SAP-GCIC is, and describe what it is used for. Demonstrate how to log on to SAP-GCIC. Identify the four main sections of the SAP-GCIC, and the purpose of each section.

What is SAP-GCIC? SAP is a German software company founded by former IBM employees in 1972. SAP provides multiple software solutions for mid-sized to large businesses around the world. Global Customer Interaction Center (GCIC) is a customer call tracking software that integrates with SAP’s other business software suites used by Samsung. The primary function of SAP-GCIC for us is logging and tracking of customer contacts (including phone calls and email), through customer and product data entry. The data entered can be used for various other purposes, such as customer service tracking, report generation and continuing education for customer service representatives.

Logging on to SAP-GCIC

Begin the Logon Process Start by locating and opening Internet Explorer and selecting the customer interaction center from the available bookmarks. Verify the System and the Client are set correctly and click Log on. Use NCQ server for training rather than live server.

Entering User Name and Password After clicking Log on, a new window will appear (as shown). To continue the login process, enter your assigned User Name and Password, then press Enter on the keyboard. SAP password expire periodically. If the password expires before being changed manually, SAP will prompt you to create a new password. If an incorrect password is entered three times during the logon process, your account will be locked. If this occurs, you will be unable to logon until the account is unlocked by an administrator. The password field will always appear to be filled with asterisks. The Client and Language fields do not need to be modified.

Notes About SAP Passwords (continued) SAP password expire periodically. If the password expires before being changed manually, SAP will prompt you to create a new password. If an incorrect password is entered three times during the logon process, your account will be locked. If this occurs, you will be unable to logon until the account is unlocked by an administrator.

Main Screen of SAP-GCIC With the logon process now completed, the main screen of SAP-GCIC is displayed.

Overview of SAP-GCIC Sections

Sections of the SAP-GCIC Screen The main screen of SAP-GCIC screen is divided into four sections: Transaction Section Account Section Upper Notification Area Left Navigation Bar

Interaction Center Section The Interaction Center section is mostly blank at the present time, because telephone functions such as answering a call or putting a call on hold are not controlled through SAP-GCIC. Most of the buttons shown here are not commonly used by customer service representatives. The functions that are currently used: Notepad: Allows agents to take notes during the call that are not saved in the documentation. End: Clears all the information from the screen. BP Name: displays the name of the BP that has been confirmed.

Left Navigation Bar The Left Navigation bar has several tabs which perform various functions. Account Information is the default tab in SAP-GCIC, it allows agents to create and search for a BP, search for a model and serial number, and provides for general and technical ticket creation.

Left Navigation Bar - Tabs The Service Request tab creates a service request for the customer. The Claim Request tab creates a Claim transaction for requests that need to be escalated to Executive Customer Relations.

Left Navigation Bar – Tabs (cont) The Pending List tab allows agents to search for a particular transaction, view their queue and their departments queue. The Index, Interaction Record, Interaction History, Survey Maintenance, CSS Contact Config, CSS Call Execution, Happy Contact Config, Happy Call Execution, E-mail, E-mail Search, and Inbox tabs are not used by customer service representatives, and may not be visible on your system.

Account Section The first function of the Account Section is used to search for customers by their: Name : First or Last Name. Phone number: The main phone number listed on their account. BP Number: A unique number assigned by Samsung. E-mail: The customers e-mail. Transaction Number: The number associated with a previous file. Address: The customers physical address. Model/Serial Number: The unique identifier for their product.

Transaction Section The Transaction tab is used to create or edit transactions, which are records of calls, e-mails, or other contacts from customers.

Any Questions? End of Module One