SAP CRM – Service Order to Invoice
SAP CRM service functionality enables you to manage your service cycles, starting with managing service contracts and warranties, through service requests to service orders, complaints, returns and service confirmations. This post describes a typical service process in SAP CRM from receiving customer incoming call to billing the customer for the service performed.
1. Service Interaction Center
The service agent receives the customer call. The customer can automatically identified using the phone number. The service agent can also use search function to identify customers in the system. Then agent chooses the corresponding insalled base component according to the conversation. After completing the account identification, all the following business transactions are based on theses selected information.
If agent decides a service technician must check the issue on-site, he creates a service order.
