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SAP CIC Training. Module Four Service Request Transactions. Module Objectives. Identify the relevant fields of a Service Request transaction Demonstrate the systems used when locating service centers Explain the usage of the Detail tab of a Service Request
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SAP CIC Training Module FourService Request Transactions
Module Objectives • Identify the relevant fields of a Service Request transaction • Demonstrate the systems used when locating service centers • Explain the usage of the Detail tab of a Service Request • Examine the process of determining warranty status, and how to modify warranty status • Identify additional systems that work within a Service Request
Version Number (DTV only) • The Version Number field is located to the right of the model code field in a Service Request transaction. • The version number applies to digital TV products only, and is used to indicate which version of internal parts the TV has. • The version number can be found on the same label as the model and serial numbers. • After entering the model name, put the cursor in the version number field, then click the dropdown. Choose the version number from the list of those available.
Serial Number Validation • In a Service Request transaction, Serial Number is a required field. In order for the transaction to be saved, the serial number must be recognized as valid by SAP-CIC. • Valid serial numbers will have either 11 or 15 digits. • A 15-digit serial number has the same format as an 11-digit serial number, with an additional four digit prefix. • Examples: 3CAP312345J, BR21H4AL456789A • Incomplete or invalid serial numbers will provide an error message.
Serial Number Validation (continued) • In many cases when the serial number is not recognized as valid, this is because the “check digit” is missing. The check digit is a letter at the end of the serial number, located only on the product itself. • If the customer cannot provide a valid serial number, enter “M000”, and advise the customer that warranty coverage cannot be guaranteed until the serial number is validated by the authorized service center.
Service Type • The Service Type field identifies whether Samsung or the customer is responsible for any service-related transport costs. This field is selected automatically, based on the model code, as the Service Type is specified by the warranty terms. • Pickup Service indicates that the customer is responsible for delivering or shipping the unit to an authorized repair facility. When shipping, the customer is also responsible to securely package the unit, and cover all shipping and handling costs.
Service Type (continued) • In Home indicates that Samsung is responsible for service-related expenses, and the unit will be repaired in the customer’s home (the address identified in the SAP-CIC transaction). Occasionally, a product may need to be removed from the home and repaired elsewhere, but if this is required, pick-up and return expenses will be covered by Samsung.
Detail Type • The Detail Type field identifies the actual action being taken by Samsung to resolve the issue. • Repair indicates that the customer’s unit will be repaired. • For most product classes, repair is the only option offered for service except in special cases as determined by the Executive Customer Relations group.
Detail Type (continued) • Exchange indicates that the customer’s unit will be replaced, with either a refurbished or a brand new unit. • NCP indicates that Samsung will send out a replacement part directly to the customer at no charge..
ASC / FSC Center Field • Every authorized service facility associated with Samsung has a unique account number. The ASC/FSC Center field is where that number appears in a Service Request transaction. • When the service center account number is indeterminate or does not apply to the transaction, the standard placeholder account number is 999999 (Unknown ASC NJ).
Find Contract Number • The SVC Net Contract No field is used to enter the contract number when a customer indicates that they have purchased a Samsung Extended Warranty. • This field is not used when the customer has purchased an extended warranty from the retailer of their product; Samsung is not involved in any way with extended warranties sold by retailers.
Find Contract Number (continued) • The help button can be used to find a contract number if the customer states they have a contract, but the contract number is not available. • Once the contract number is successfully entered, the type of contract purchased will be displayed to the right of the contract number.
Find Contract Number (continued) • The icon to the right of the contract description can be used to edit the information of an existing contract. • Make any required changes then press the Save button.
Adding an Alternate Shipping Address • When a unit is shipped in for service, the customer may request to have the unit return shipped to a alternate address. Alternate addresses can be entered in the Customer Information section of a service request. • To add an alternate address: • Click on the Dropdown to the left of Address Info for. • Select the blank location above the list of addresses. • The original address will disappear, enter the new address. • Press the Save button.
Using the Alternate Shipping Address • Once saved, the alternate addresses (along with the original address) will appear in the drop-down menu next to the Save button. • Choosing any address in the drop-down will populate that information into the proper fields. When assigning a repair or exchange that will need to be shipped to the customer at an alternate address, make sure the correct address has been selected and populated. • Do not put alternate shipping addresses in the documentation. Units will only be shipped to an alternate address if it has been properly entered and selected in the Customer Information section.
The Schedule Button • The Schedule button is used to locate service centers for both carry-in and in-home repairs.
Scheduling Service • The scheduling window displays available dates, and the number of appointments left on that date for each ASC covering the area. • Although the locator will show all ASC’s in the customers area it will limit the availability of the service centers based on the type of service centers that are available. • While the listing will show all ASC’s only a select few will be available for any particular day. To verify if an ASC is available look to see if the number is underlined. If it is underlined then that is the best ASC to handle the repair that day. • The locator will always show Field Engineers and Master service centers first, followed by ASC’s with Service Bench then normal ASC’s
Scheduling Service • To use the locator. • Click on the Schedule button. • To view the ASC’s information click on the ASC Code • Click on an available number from the list, that is highlighted in blue • A popup will appear confirming the request, click OK • The ASC field will automatically populate with the ASC’s number • The Employee Responsible will automatically populate with the correct employee responsible as well.
Using the ASC Locator • To bypass the ASC Locator click on the button a map of the customer's zip code will appear, with a circle appearing on the map to indicate a 15-mile radius around the center of the zip code. • Service center account numbers will appear on the map in blue boxes. To view the service center's information, click their account number on the map.
Using the ASC Locator (continued) • The large letter on the left side of the information window is the service center's grade, which is a rating based on several factors of the service center's performance. • ASC grades should not be shared with end customers. • To assign a service center, click Copy in the upper-right of the information window. A pop-up message will indicate that the account number was copied to the clipboard.
Using the ASC Locator (continued) • After copying the account number from the locator, in the SAP-CIC transaction, use Control+V to paste the account number into the ASC/FSC Center field. • The Employee Responsible will automatically populate 5084001471 (USNCEZ).
Faxing the In-Home Service Request • For in-home repairs being performed by a ASC In-Home Service Request fax needs to be sent to that ASC, to notify them of the repair. • System-generated faxes can be sent through the E-Fax button, which appears on Service Request or Service Order transactions.
Using the E-Fax Button • The transaction must be saved before clicking the E-Fax button. • If the button is clicked before the transaction is saved, an error message will be displayed. • After the transaction has been saved, clicking the E-Fax button displays a list of faxes that can be sent, based on the data and selected fields in the transaction. • For example, In-Home Service Request Fax will appear for in-home repairs with a valid account number in the ASC/FSC Center field.
Using the E-Fax button (continued) • To send a fax, click the button to the left of the fax to be sent, then click Send e-Fax. • A pop-up will appear to indicate that the fax has been sent successfully.
Smart Form Text • The Smart Form field on the Notes section of a Service Request transaction can be used to add additional text to a system-generated fax. • As with Inquiry and Resolution, Smart Form text is saved to a history field, Smart Form (History), after saving.
Service Dispatch • If there are no service centers covering a customer's zip code when in-home service is needed, a pop-up will appear indicating that the transaction should be assigned to theService Dispatch Team. • When this pop-up appears, assign the ASC/FSC Center to 999999, and the Employee Responsible to 6100010366 for Home Appliances or 6100010365 for Consumer Electronics.
Depot Repair Products • If a product receives depot service (meaning that it is shipped to a factory service center or dedicated ASC for repair) it has a unique locator. • To use the Depot Locator: • Click on the Schedule button. • Click on the ASC Code to view the ASC’s information. • Provide the customer with the ASC’s Name, and Address. • Click on Pick to Assign the ASC to the Service Request.
Service Confirmation E-Mail • For Service Request transactions the E-mail List button will also include the Service Confirmation E-Mail which allows the user to send the customer an automated e-mail when a unit needs to be shipped to depot repair facility for service. • The information in the e-mail includes: • Links to the Repair Self Tracking and Download Center sections of Samsung.com • The customer's transaction number • Warranty expiration dates • The product model and serial number • Shipping and return addresses • Shipping guidelines and instructions • The Print Shipping Address button, which displays an address label that the customer can print, cut out, and affix to the package that they send their unit in.
Locating UPS Stores • UPS Store locations can be found by using the icon to the right of Exchange Type. • Enter the customers zip code and click on Search. • A list of available UPS stores will appear to use a store double click on that line. • The UPS Store information will populate in the ASC field.
Scheduling Multiple Units • SAP-GCIC can also schedule multiple units for repair at the same time for a customer. • To schedule multiple repairs under one transaction: • Fill out the full Service Request Information. • After clicking the schedule button click Add to List. • A popup will confirm the repair for multiple models, click Yes • The model and symptom codes will reset, providing a new screen to put the customers next product. Enter the model, serial, and symptom information for the customers other products.
Scheduling Multiple Units • Repeat the process as often as needed for the customer. • To remove an item from the list select a model and click on the trash can icon. • Then save the transaction.
Exercise 1 • Create a Service Request transaction, using the following information. • Model Name SC-D353/XAA • Serial Number M000 • Carry-in Repair • Use any Business Partner you like. • Choose a set of Symptom codes, and create a matching Inquiry. • Populate the correct Employee Responsible and ASC/FSC Center. • Assign an alternate address for return shipping.
Exercise 2 • Create a Service Request transaction, using the following information. • Model Name HLT7288WX/XAA • Serial Number M000 • Use Business Partner 108874999 (DTV Consumer). • Choose a set of Symptom codes, and create a matching Inquiry. • Schedule an appointment date at least three business days from today, and populate the correct Employee Responsible and ASC/FSC Center.
Exercise 3 • Create a Service Request transaction, using the following information. • Model Name RM255LASH/XAA • Serial Number M000 • Use any Business Partner you like. • Choose a set of Symptom codes, and create a matching Inquiry. • Schedule an appointment date at least three business days from today, and populate the correct Employee Responsible and ASC/FSC Center. • Send any necessary system-generated faxes.
Service Order • Once the Service Request is processed the Service Order is created for processing the customers request. The Service Order is where agents can track the status of a repair request and make any modifications to the Service File.
Information on the Service Order Customer Information : Displays the BP Information. Product Information : Displays the Model Information. Job Info (Service Tracking) : Displays the Transaction Information. General Information: Displays the basic File Information. Service Tracking (Order Info) : Displays the status of the file. Customer’s Interaction History : Documents the Service Transaction. Document Flow : Displays the related transactions.
Customer & Product Information • The Service Order includes sections that inform the basic information that was created in the file. • These sections include: • Customer Information: Displays the name, and contact information for the customer. • Product Information Displays the model, serial number, and warranty terms for the product.
Job Info & General Information • Job Info: Displays the symptom codes of the file, the detail type, and the basic status updates for the transaction. • General Information: Displays the ASC information, the Agent Id who created the file, and the agent who last updated the file.
Service Center Contact Information • To view the ASC’s information click on the Partner Number under General Information. • When assigning an FE or local ASC for in-home repair service, provide the customer with the service provider's name and telephone number for any needed follow-up. • For carry-in repairs from a local ASC, also provide the address in addition to name and telephone number.
Service & Exchange Tracking • Service Tracking (Date Info): Displays the key dates in the life of the service request. • Exchange Tracking: Displays the information regarding an exchange request.
Updating the ASC information • On occasion the ASC that was originally scheduled to repair a customers unit is unable to fulfill the repair request. When this occurs the agent must update the file with the new ASC information. • To Update the information: • Click on the Edit icon for the Transaction. • Click on the Icon to the right of the 1st Appointment (ASC) • Use the schedule to select the appropriate ASC. • Save the transaction.
Remaining Fields • Customer Interaction History: Allows agents to document the Service Order Transaction. • Attachments: Allows users to attach files to a transaction. • Repair History – Shows the status of the repair step by step.
Remaining Fields • Document Flow: Displays all of the associated transactions to this repair request. • Parts Tracking – Displays the status of what parts the ASC has ordered and there expected arrival dates. • Changed History – Displays the history of each time the transaction was modified.
Documenting a Service Order • To document a transaction in the Service Order field: • Click on the Edit List button. • Click on Insert. • Select the appropriate Category, Caller and Channel field. • Select the appropriate Interaction Code. • The Detail Script field should be documented just as the Customers Contact field would be. • To save the documentation click on the OK button. • To finish the documentation press Confirm.