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CRM help desk functions

EXPERT RESPONSE FROM: Srinivasa Katta

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QUESTION POSED ON: 11 July 2006
Can you point me to a business case for CRM, more specifically, to help desk service functions?

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SAP CRM has IC Webclient which is a browser-based call center application. This application is a zero foot print user interface. SAP CRM 4.0 with Service Industry add-on comes with a simplified service ticket functionality. The service ticket is very flexible and powerful which can capture the Service Level Agreement (SLA) and time spent by the agent in providing the solution.

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.

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