AprilAugust 2000 2014August 2000
EnglishEnglish
APOInteraction Center Service Order Management (C80)
SAP SE
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany / Test Script
© SAP SE Page 3 of 4
SAP Best Practices Interaction Center Service Order Management (C80): Test Script
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Example text / Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.
<Example text> / Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.
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Revision / Change Date / Description3
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Contents
1 Purpose 6
1.1 Purpose of the Document 6
1.2 Purpose of Interaction Center Service Order Management 6
2 Prerequisites 6
2.1 System Access 6
2.2 Roles 7
2.3 Master Data, Organizational Data, and Other Data 7
2.4 Business Conditions 8
2.5 Preliminary Steps 8
3 Process Overview Table 9
4 Testing the Process Steps 9
4.1 Second Level Support 9
4.1.1 Open Service Request 9
4.1.2 Create Service Order 11
4.1.3 Optional Step – Appointment Scheduling 13
4.1.4 Complete Interaction Record 14
4.1.5 End Interaction 14
5 Appendix 15
5.1 Process Chains 15
5.1.1 Preceding Processes 15
5.1.2 Succeeding Processes 15
5.2 Troubleshooting 15
5.2.1 General Hints 16
5.2.2 Hints for the Process Steps 16
Process Step 4.1.2 Create Service Order 16
Process Step 4.1.3 Optional Step – Appointment Scheduling 16
Interaction Center Service Order Management
1 Purpose
1.1 Purpose of the Document
This document provides a detailed procedure for testing the scope item Interaction Center Service Order Management after solution deployment, reflecting the predefined scope of the solution. Each process step is covered in its own section, providing the system interactions (i.e. test steps) in a table view. Steps that are not in scope of the process but are needed for testing are marked accordingly (see column Test Step). Customer project specific steps must be added.
Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before handover to project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before handover to the customer, unless deemed helpful to explain the larger context.
1.2 Purpose of Interaction Center Service Order Management
Service Order Management supports service agents and service managers to resolve customer issues by streamlining the service process. The scope item provides agents handling inbound service activities with tools to process service issues.
This process runs in the SAP CRM Interaction Center Web Client.
2 Prerequisites
This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data, and other test data and business conditions.
2.1 System Access
The test should be conducted with the following system and users:
/ Type of Data / Details /System / System / <Provide details on how to access system, e.g. system client or URL>
Standard User / BP IC Agent Support / User IC_AGENT_SUP, password welcome
Standard User / BP IC Manager / User IC_MAN, password welcome
2.2 Roles
For non-standard users, the following roles must be assigned to the system users testing this scenario:
Business Role / Business Role ID / Process Step / Sample data /BP IC Agent Support / YBP_ICA_SRV / See Process Overview Table / Peter Best,
User IC_AGENT_SUP,
password welcome
BP IC Manager / YBP_IC_MAN / See Process Overview Table / Angela Lucata,
User IC_MAN,
password welcome
If the password is invalid try the initial password initial.
2.3 Master Data, Organizational Data, and Other Data
The organizational structure and master data of your company was created in your system during implementation. The organizational structure reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your company.
Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package, you can use the following Baseline package scenario data:
Data / Sample Value / Details / Comments /Sold-To Party 1 / 100000 / Customer Domestic 00
Sold-To Party 2 / 100001 / Customer Domestic 01
Sold-To Party 3 / 100002 / Customer Domestic 02
<Installed Base / Component> / Use the downloaded equipment (Ibase component) from ERP for which you have assigned a warranty (refer guide C3E) / As the description is taken from the ERP equipment master it cannot be described here.
Contact Person 1 / <ID> / Monika Ziegler / Frank Bauer
Contact Person 2 / <ID> / Hans Bertolini / Marian Fisher
Contact Person 3 / <ID> / Sabine Huber / Peter Lemon
2.4 Business Conditions
Before this scope item can be tested, the following business conditions must be met:
/ Business Condition / Comment /1 / Service Request created and routed to 2nd level support
2.5 Preliminary Steps
To run this process, you must have created a service request. For more information, see scope item C53 Interaction Center Service Request Management with Knowledge Articles.
3 Process Overview Table
This scope item consists of several steps provided in the following table:
Process step / Business condition / Business role / Expected results /2nd level support provisioning /
Open Service Request / Service Request / IC Agent Support / Service Request opened
Create Service Order / Service Request / IC Agent Support / Service Order created
Optional – Appointment Scheduling / Service Order
A date for the visit has been agreed with the customer / IC Agent Support / Service Item assigned to technician
Complete Interaction Record / Document Activity / IC Agent Support / Interaction Record
End Interaction / IC Agent Support
4 Testing the Process Steps
This section describes test procedures for each process step that belongs to this scope item.
The test should take 30 mins.
4.1 Second Level Support
4.1.1 Open Service Request
Purpose
The solution provided by the first level agent did not solve the customer’s problem. The request was routed to 2nd level.
As an Interaction Center agent for customer support, you review the request and decide that a service technician is required to be sent on-site.
Procedure
Testing Step # / Test Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Log on / Log on to the CRM WebClient as IC Agent Support. / The Identify Account page of the Interaction Center appears.
2 / Inbox Processing / In the navigation bar, choose Inbox.
Select your relevant search criteria.
Choose Search. / In field Quick Search select Open Requests of my Team. / The system displays a list of objects that fit the search criteria.
3 / Select Request / In the result list, choose the relevant request.
Choose Interact.
Review the content in the request. / The Service Request Details screen opens.
Decision that technician needs to go on-site.
4 / Change Category / In the Details assignment block, change the category as now the remote support is not sufficient anymore.
In workspace Subject , choose the new categories. / Category 1: Product
Category 2: On-Site Support / The category has been changed.
5 / Change Status / Change the status of the service request. / Status : Completed / Service request is completed. The issue will be handled by a service order.
4.1.2 Create Service Order
Purpose
The purpose of the following steps is to create a service order for a customer inquiry.
Prerequisite for the optional step of service prediction
Service parts can be predicted for a service item in the Best Practices setup if you have entered:
- A service product for the item
- A reference object for which product master data can be determined
- A first-level category
To make enough prediction data available to reach the threshold number of data records required for prediction, you have to create two service orders with confirmations as follow-up documents containing the same service product and data as mentioned above.
Procedure
Testing Step # / Testing Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Create follow-up / In the toolbar, choose Create Follow-Up.
Select BP Service Order as transaction type. / The Service Order New view opens.
2 / Select Organization / If necessary, select the required organizational units. / Responsible Sales Organization: Direct Sales (BP_SLS)
Responsible Service Organization: Service Back Office (BP_SRV)
Distribution Channel: 10 – Direct Sales
Division: 10 – Product Division 10
3 / Select Contact Person / Choose a contact person if required.
4 / Choose Categorization / In the Service Order Details assignment block, workspace Categorization, make the required entries to categorize the service order. / Category 1: Product.
Category 2: Usability.
5 / Add Service Order Item / In the Items assignment block, enter the relevant service item and a quantity. / For example, CSSRV_01 – Maintenance
6 / Optional: Add item(s) based on prediction / In the Items assignment block you can select the service item.
Then choose More ® Predict Service Parts.
In the Web page dialog select the suggested item(s) and Choose.
In case of issues refer to the Troubleshooting section for suggestions. / A service spare part is becoming available as sub item if you have made records available required for the prediction.
7 / Enter Notes / In the Service Order: Details assignment block, in workspace Note you can enter a detailed description for the service order.
8 / Release the Service Order / In the Service Order: Details assignment block, select the required status. / Status: Released
9 / Save / Save your entries. / You have created a service order for the customer’s problem.
4.1.3 Optional Step – Appointment Scheduling
Purpose
The purpose of the following steps is to assign a technician to the service order by the agent. This can also be done by the service manager in resource planning later.
In this test scenario, we assume that you have contacted the customer to agree on a time for the service visit before executing this step.
Procedure
Testing Step # / Testing Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Open Service Order Item / In the Items assignment block, choose Edit next to the item. / Service order item is opened.
2 / Look for appointments / In the toolbar, choose Appointments. / The Appointments page appears.
3 / Search for possible time slots / Choose Get Appointments and select a time slot.
In case of issues refer to the Troubleshooting section for suggestions.
4 / Exit / Choose Back to get back to the service order header. / You have chosen the appointment to the service item.
5 / Save / Save your entries. / The resource is assigned to the service order item.
You can verify this in the item in assignment block Assignments.
4.1.4 Complete Interaction Record
Purpose
You can add further information to the interaction record, for example, add notes and attachments, or create follow-up activities. In this business process, these steps are optional.
Procedure
Test Step # / Test Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Access Interaction Record / In the navigation bar, choose Interaction Record. / The Interaction Record page opens.
2 / Change Status / In the Overview screen area, switch the Status/Result field to, for example, Complete. / You have entered information about the interaction for later reference.
4.1.5 End Interaction
Procedure
Test Step # / Test Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / End Interaction / To end the interaction with the customer, choose End in the application toolbar.
By choosing End, the agent completely ends the interaction in the system. All documents created during the interaction are saved by the system. / All fields are cleared and you are ready to process the next interaction.
5 Appendix
5.1 Process Chains
This appendix is merely for internal reference. Delete before handover to customer unless relevant for e.g. A2O reasons.
The process to be tested in this test case is part of a chain of integrated processes.
5.1.1 Preceding Processes
You may first have completed the following business processes and conditions before you start with the test steps: