First Look: SAP CRM Service On-Demand

  • by Conny Dahlgren, Senior Consultant, SAP Australia
  • December 15, 2006
Find out about the latest update to the SAP CRM on-demand suite. It includes SAP CRM on-demand for Service, which adds service ticket functionality. The update also allows you to integrate your SAP HR system with the SAP CRM on-demand suite.
Key Concept

SAP CRM on-demand for Service (SAP CoD for Service) differs from the on-premise mySAP CRM for Service in that you do not need to install software or hardware to run the system. You access SAP CoD for Service through a Web browser with a user ID and password. Both the on- premise and on-demand systems run on the SAP NetWeaver infrastructure and use the same data model.

Increasing the functionality included with the SAP CRM on-demand (SAP CoD) suite, SAP added a third module, SAP CoD for Service, in September 2006. This release joins the other two SAP CoD modules — SAP CoD for Sales and SAP CoD for Marketing — introduced earlier in 2006. SAP CoD users receive SAP CoD for Service as part of the automatic upgrades included with the SAP CoD suite.

Designed for small and medium businesses (SMBs), SAP CoD for Service includes functionality such as multilevel categorization, service level agreement (SLA) calculation, rule-based ticket distribution, actions, and knowledge search. In addition, if you already have SAP HR, you can integrate it with the SAP CoD suite to avoid redundant entries in both systems.

As your business grows and you require a greater depth of functionality and integration, you can migrate from the hosted SAP CoD to the on-premise mySAP CRM with minimal downtime. SAP CoD is based on the same architecture and data model as mySAP CRM, which reduces (and in some cases eliminates) many time-consuming aspects of a migration. These include data mapping and conversion, migration of configurations and business processes, and retraining and change management for users.

Let me show you around SAP CoD for Service. I’ll use the example of Roberta Black, who is reporting an issue with her notebook computer. The service center agent logs in to the Web-based SAP CoD for Service to document the issue and decide the appropriate course of action.

Conny Dahlgren

Conny Dahlgren is a senior consultant with SAP Australia in Melbourne. He has worked with mySAP CRM since 2000, and with SAP products, including SD and MM, for more than nine years. Within mySAP CRM, Conny has experience in most areas in different roles. Currently he is a CRM solution architect for a large CRM project focusing on service and marketing.

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