SAP CRM (customer relationship management)Business case for CRM <<previous|next>> :SAP CRM 3.0 upgrade to SAP CRM 4.0: A functionality comparison
CRM help desk functions
The agent can escalate the service ticket/trouble ticket to the next level of support if a solution is not provided at help desk level. The service ticket can further be escalated to provide field service and dispatch. Several follow up tasks can be created with reference to the service ticket if necessary. The IC Webclient application can be integrated with call, email, chat and customer self-support portals.
15 Jul 2006