This lesson explains the processes and functionality within SAP CRM E-Service.
After completing this lesson, you will be able to:
E-Service - Overview
With E-Service companies can:
Knowledge Management: Enables customers to research and resolve their own service problems without involving customer-service representatives. Customers can browse Frequently Asked Questions (FAQs) linked to specific products or search for answers using natural language
Request Management: Provides Internet customers with a tool to create and update service requests, and to check their status. Customers can use this to select the most convenient appointment time for a field service visit.
Live Customer Support: Allows organizations to provide immediate assistance to customers using the Web site. Customers can choose to chat, co-browse, E-mail or submit a call-back request.
Customer Self-Service: Provides customers with self-service for customer information and maintenance tools. Customers can register for user accounts and update their personal account information.
Installed Base Management: Enables online customers to manage their current portfolios of purchased products. Customers can also initiate service requests for selected products or installations through complete, personalized views of their purchases.
Complaints and Returns: Allows customers to create, maintain, and track their own complaints and returns.
Billing and Payment: Provides customers with online access to account status – including invoices, contracts, rebates, and billing status. Customers can also pay invoices online.
E-Service - User Interface
As in the E-selling section, SAP CRM enables you to build up a business-to-business (B2B) and/or business-to-consumer (B2C) scenario for your E-service.
The benefits of E-service for your company and for your customer are:
SAP CRM Related Interview Questions
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|SAP ABAP ALV Reports Interview Questions||Web API Interview Questions|
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