SAP CRM 7.0 Enhancement Package 1: A Detailed Introduction to SAP CRM Service Request Management

  • by Bettina Giese, Product Expert, SAP CRM
  • September 27, 2011
Learn about use cases and technical features of the service request, based on CRM 7.0 and SAP enhancement package 1. Understand which use cases the service request is suited for and how it differs from other service transactions, such as the service ticket.
Key Concept
From a business perspective, an SAP CRM service request is a customer inquiry for a pre-defined service. Prior to SAP CRM 7.0, the only available transactions for such inquiries were the service order and, within the Interaction Center, the service ticket, which you could use for Service Request Management. The service order, however, is usually a document with which you plan the provisioning of resources and service parts and therefore has a different focus than pure Service Request Management. As of SAP CRM 7.0, a dedicated service request object has been available. It offers many – but not all – of the same features as the service order and a few service request-specific features as well.

With the SAP CRM service request transaction functionality included in SAP CRM 7.0 (Figure 1), you can document any request a customer makes of your support organization and track its progress until it is completed. The service request allows you to document information such as the identities of the reporter and those responsible for processing the request, the status and priority of the request, the required completion date, and any devices or other entities that may be affected. To fulfill the request efficiently, the service request integrates with knowledge articles, a transaction that gives the user access to a database of predefined solutions to known issues.



Figure 1
An example service request

You usually use the service request transaction in shared service centers, technical/information help desks, and IT service desks, to name just the most typical cases. You would not use it for services that require spare parts or complex resource planning capabilities. For those, the service order is the object of choice, because it allows you to enter multiple service parts, services, and employees responsible per order, which is not the case in the service request.

Bettina Giese

Bettina Giese has been a product expert for SAP CRM since 2007, focusing most recently on rapid-deployment solutions for SAP CRM. In addition to SAP CRM, she has been responsible for topics such as IT service management, enterprise asset management, and human resources time management. She has worked at SAP AG since 1998. She has a master’s degree in information and language sciences.

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Comments

1/28/2014 11:47:51 PM
shailesh Kumar

what settings are required to make "Time Recording" work for Service Request.

It is inactive and I am not able to add any service product to enter time in "Time recording".

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