AprilAugust 2000 2014August 2000
EnglishEnglish
APOInteraction Center Service Request Management with Knowledge Articles (C53)
SAP SE
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany / Test Script
© SAP SE Page 3 of 4
SAP Best Practices Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Icons
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/ Note
Typographic Conventions
Icon / MeaningExample text / Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.
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.
Document Revisions
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 Request Management with Knowledge Articles 6
2 Prerequisites 6
2.1 System Access 7
2.2 Roles 7
2.3 Master Data, Organizational Data, and Other Data 7
2.4 Preliminary Steps 8
3 Process Overview Table 9
4 Testing the Process Steps 11
4.1 E-Mail Processing 11
4.1.1 Send E-mail 11
4.1.2 Select E-Mail 12
4.1.3 Identify and Confirm Account 13
4.1.4 Optional: Check Customer Interaction History 14
4.1.5 Create Service Request and Provide Knowledge Article by E-Mail 15
4.1.6 Complete Interaction Record 18
4.1.7 End Interaction 19
4.2 Incoming Call Processing 20
4.2.1 Identify and Confirm Account 20
4.2.2 Open Service Request 21
4.2.3 Change Service Request and Route to 2nd level 21
4.2.4 Complete Interaction Record 23
4.2.5 End Interaction 23
4.3 Optional: Interaction Center Manager Activities 24
4.3.1 Optional: Modify E-Mail Template 24
4.3.2 Optional: Edit E-Mail Template for Multiple Languages (Based on Correspondence Language) 25
4.3.3 Optional: Modify E-Mail Routing Rule 27
4.3.4 Optional: Inbox Work Distribution Dashboard 28
4.3.5 Optional: Search for Service Requests With My Involvement 30
4.3.6 Optional: Category Search Help 31
4.4 Optional: Interaction Center Agent Activities 31
4.4.1 Optional: Take Notes with Scratch Pad 31
4.4.2 Optional: Search Customer 32
4.4.3 Optional: Create Prospect 34
4.4.4 Optional: Inbox Handling 34
5 Appendix 40
5.1 Process Chains 40
5.1.1 Succeeding Processes 40
5.2 Troubleshooting 40
5.2.1 General Hints 41
5.2.2 Hints for the Process Steps 41
Interaction Center Service Request Management with Knowledge Articles
1 Purpose
1.1 Purpose of the Document
This document provides a detailed procedure for testing the scope item Interaction Center Service Request Management with Knowledge Articles after solution deployment, reflecting the predefined scope of the solution. Each process step is covered by its own section, providing the system interactions (i.e. test steps) in table view. Steps not in scope of the process but 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 Request Management with Knowledge Articles
Service Request Management supports service agents to resolve customer issues by streamlining the service process and by ensuring that service level agreements are met.. The scope item provides agents handling inbound service activities with tools to process service requests and complete all open requests during the same customer interaction, thus avoiding unnecessary callbacks or follow-ups.
This process runs in the SAP CRM Interaction Center WebClient.
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 Service / User IC_AGENT_SRV, 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 Service / YBP_ICA_SRV / See Process Overview Table / Ann Anderson,
User IC_AGENT_SRV,
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
Contact Person 1 / <ID> / Monika Ziegler / Frank Bauer
Contact Person 2 / <ID> / Hans Bertolini / Marian Fisher
Contact Person 3 / <ID> / Sabine Huber / Peter Lemon
<Installed Base / Component> / Use the downloaded equipment (Ibase component) from ERP for which you have assigned a warranty (refer to Configuration Guide C3E) / As the description is taken from the ERP equipment master it cannot be described here.
2.4 Preliminary Steps
E-mail Account for Example E-mail
To send a customer e-mail from an outside account, you need an existing e-mail account that you can use as a sender account.
3 Process Overview Table
This scope item consists of several steps provided in the following table:
Process step / Business condition / Business role / Expected results /Incoming E-mail Processing /
Send E-Mail / Customer / E-Mail arrived in CRM
Select E-Mail / E-Mail / IC Agent Service / E-mail taken from inbox
Identify and Confirm Account / Account / IC Agent Service / Customer confirmed
Optional: Check Customer Interaction History / Activities, Documents / IC Agent Service / Information about Customer
Create Service Request and Provide Knowledge Article by E-Mail / Suitable Knowledge Article / IC Agent Service / Service Request and E-Mail with solution
Complete Interaction Record / Document Activity / IC Agent Service / Interaction Record
End Interaction / IC Agent Service / Customer receives automatic e-mail notification about service request number
Incoming Call Processing
Identify and Confirm Account / Service Request Number, Business Partner Data / IC Agent Service / Customer confirmed
Open Service Request / Service Request / IC Agent Service / Service Request
Change Service Request and Route to 2nd level / Service Request / IC Agent Service / Service Request in process by support team
Complete Interaction Record / Document Activity / IC Agent Service / Interaction Record
End Interaction / IC Agent Service / Customer receives automatic e-mail notification about status change
Optional: Interaction Center Manager Activities
Optional: Modify E-Mail Template / E-Mail Template / IC Manager / Modify Template
Optional: Edit E-Mail Template for Multiple Languages / E-Mail Template created and modified / IC Manager / Modify Template with text determination
Optional: Modify E-Mail Routing Rule / Routing Rule / IC Manager / Modify Routing Rule
Optional: Agent Dashboard / IC Manager / Get an overview
Optional: Service Request search “with my involvement” and “category search help” / Service Requests / IC Manager / Find specific service requests
Optional: Interaction Center Agent Activities
Optional: Take notes with scratch pad / IC Agent Service / Notes taken any time
Optional: Search Customer / Customer / IC Agent Service / Customer identified
Optional: Create Prospect / IC Agent Service / New Customer Created
Optional: Search Documents / IC Agent Service / Display Documents
Optional : Forward Documents / Forward Configuration / IC Agent Service / Document forwarded
Optional: Work on Documents / Incoming Mail / IC Agent Service / Select E-Mail
Optional: Check Service Request / Service Request / IC Agent Service / Display Service Request
Optional: Inbox Work Distribution / IC Manager / Business Analysis
Optional: Create follow-up Activity / Follow-up activity created
4 Testing the Process Steps
This section describes test procedures for each process steps that belongs to this scope item.
The test should take approximately 2 hours.
4.1 E-Mail Processing
4.1.1 Send E-mail
Purpose
This step simulates a customer sending an e-mail to the service address of a service interaction center using their own e-mail account.
Procedure
Test Step # / Test Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Create an E-Mail / Create an e-mail (using the e-mail account which has been entered for the respective Sold-To Party).
2 / Enter e-mail address / Enter the service e-mail address of your Interaction Center (for example, SERVICE@<domain>) in the address field (To:).
Ask your system administrator for the correct recipient e-mail address (or for the correct domain).
3 / Enter E-Mail subject and text / Enter a subject and a text (for example, System Boot Error.
4 / Send / Choose Send. / You have sent an e-mail to the Interaction Center.
4.1.2 Select E-Mail
Procedure
Test 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 Service Agent. / The Identify Account page of the Interaction Center appears.
2 / Open Inbox / In the navigation bar choose Inbox. / The Inbox search page is displayed.
3 / Select Search Criteria / Enter the required search criteria. / Main Category: E-Mail
Assigned To: My Groups
4 / Execute Search / Choose Search. / Result list shows e-mails.
5 / Open the E-Mail for Processing / Highlight the new e-mail and choose Interact in the header area of the result list. / The system navigates to the Account Identification area where, next to the account search area, the e-mail text is shown as preview.
You have started processing an e-mail from the group’s inbox.
4.1.3 Identify and Confirm Account
Purpose
As an interaction center agent for customer service you are processing an e-mail from a contact person of a company. Both parties already exist as business partners in the CRM system.
Procedure
Test Step # / Test Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Check Account Data / In the Account Identification area the agent can check the business partners that are determined by the e-mail address. / You see the account and contact data associated to the senders e-mail address.
2 / Select Contact / If there is more than one contact person related to the contacting company, select the relevant Contact Person from the result list.
If you have accidentally chosen the wrong account/contact person, you can choose Clear to search again.
3 / Search Account / If an account could not be determined by the system (because the e-mail account you used for sending the e-mail is not known in the system), choose Clear first.
Enter the required search criteria. / Account ID: 100000
4 / Execute Search / Choose Search Account. / Result list shows contacts.
5 / Select Contact / Highlight a Contact Person from the result list if multiple results are shown.
6 / Confirm / To confirm the business partners, choose Confirm. / The business partner who sent an e-mail has been identified and confirmed.
7 / Choose Installed Base (Optional) / Select the installed base object from the result list if multiple objects are retrieved for the confirmed account.
If only one object is retrieved for the account then skip this step and perform the next step to confirm the object directly. / Selected object is displayed within Installed Base section.
8 / Confirm Object (Optional) / Choose Confirm to select the Installed base object. / Object confirmed
4.1.4 Optional: Check Customer Interaction History
Purpose
Displaying the customer interaction history, you can check all previous contacts and service requests that have been created for a certain customer.
Procedure
Test Step # / Test Step Name / Instruction / User Entries:Field Name: Value / Expected Result / Pass / Fail / Comment /
1 / Review Last Interactions / In the navigation bar, choose Account Identification (if you are in another work center).
Below the Account workspace in work area Last Interactions see the list of the last interactions of the customer. / You can see previous interactions.
2 / Check Details / Highlight an entry in order to see the interaction details. / The customer interaction history and the details for one of the contacts are displayed.
4.1.5 Create Service Request and Provide Knowledge Article by E-Mail
Purpose