202
MODULE TOPICExplore the capabilities that make S2C work
S2C 202 ยท CAPTURE
How is a customer service need captured?
A service request records the customer, installed product, issue, priority, channel, and service-level commitment.
How SAP controls it
Categories, priorities, SLA rules, partner determination, warranties, contracts, and routing control the first response.
Example
A machine alarm reported through the portal is matched to its installed base and support contract.
CONTINUE THE PATHContinue to S2C 303
Open practitioner map →Compare how the shared service promise executes when equipment comes to the service centre or technicians go to the customer site.