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Book Overview & Buying
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Table Of Contents
SAP Business ONE Implementation
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The workflow comprises of settings in the admin and user section in the service module.
In the admin section, the following tasks were completed:
Define contract templates
Select coverage for each contract based on serial, product group, or customer
Define the response time and resolution time
Define queues and assign members
The users then used the service module as follows:
Call entry, tracking, and management via the service module forms
Track types of calls and their origin
Monitor remarks, activities, expenses, resolution, and history
The continuous usage will automatically create a knowledge base. The knowledge base can be used for solution information via keyword searches.
The concept of queues allowed specialized groups of technicians to be set up as queues. Essentially, this provided a platform for skill-based routing.
Via the Service Monitor, a supervisor is able to get a real-time view of the overall service call situation. For example, open calls and overdue...
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