1. Request-to-Resolve Scenario Overview
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Handling an Incoming Customer Inquiry
Creating, Assigning, and Resolving a Service Request
Scenario
Explorer
Scenario Description
Open Legend
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
Scenario/Processes
Business Value
Scenario Flow
Further Information
The following business roles are involved in this scenario:
Customer Service Representative

2. Request-to-Resolve Scenario Overview
Click process chevrons for details
Handling an Incoming Customer Inquiry
Creating, Assigning, and Resolving a Service Request
Scenario
Explorer
Scenario Description
Legend
Close Legend
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
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
Scenario/Processes
Business Value
Scenario Flow
Further Information
The following business roles are involved in this scenario:
Customer Service Representative
<Role Name>
<Role Name>
<Role Name>

3. Request-to-Resolve Process Details: Handling an Incoming Customer Inquiry
Click process chevrons for details X
Handling an Incoming
Customer Inquiry
Receive an incoming call and log an inquiry
Creating, Assigning, and Resolving a Service Request i
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Scenario
Explorer
Process Description
Further Information
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, 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.
Performed by
Customer Service Representative
Scenario/Processes
Business Value
In the Work Center(s)
Account Management
Scenario Flow
Further Information

4. Request-to-Resolve Process Details: Handling an Incoming Customer Inquiry
Click process chevrons for details X
Handling an Incoming
Customer Inquiry
Receive an incoming call and log an inquiry
Creating, Assigning, and Resolving a Service Request i
Click here to hide process variants
Handling an Incoming Customer Inquiry via Fax or E- Mail Channel
Handling an Incoming Inquiry Manually via Activities i i
Scenario
Explorer
Process Description
Further Information
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, 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.
Performed by
Customer Service Representative
Scenario/Processes
Business Value
In the Work Center(s)
Account Management
Scenario Flow
Further Information

5. Request-to-Resolve Process Details: Creating, Assigning, and Resolving a Service Request
Click process chevrons for details X
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
Complete a service request i i i i
Scenario
Explorer
Process Description
Further Information
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.
Performed by
Customer Service Representative
Scenario/Processes
Business Value
In the Work Center(s)
Service Desk
Service Entitlements
Products and Service Portfolio
Scenario Flow
Further Information

6. Request-to-Resolve Business Value
Assign
Resolve
Capture Request
Create Service Request
Determine Entitlements
Determine Responsibility
Escalate
Search Knowledge Base
Diagnose & Prioritize
Fix / Fulfill
Handover
Field
Service and Repair
Scenario
Explorer
Overview
Key Benefits
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
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
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.
Scenario/Processes
Business Value
Scenario Flow
Further Information

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

8. Request-to-Resolve Further Information
Scenario
Explorer
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Self-Enablement Systems
If you want to try out the business scenario, click here.*
More Details SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.
Forum
Get in touch with experts to discuss your specific requirements. To enter the community, click here.*
Scenario/Processes
Business Value
Scenario Flow V
WIKI
In addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign.
To access the WIKI, click here.*
Further Information
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