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This video takes you on a brief tour of the interface features of
SAP Service OnDemand and covers the basic information you need to know to get
working on tickets.
For more in-depth videos and documentation, be sure to
check out the Help Center--
your one-stop shop for self enablement!
In this system the Feed is the current default page when you log on.
It's where you send and receive updates for quick communication
and collaboration with your network.
The tabs, or work centers, are assigned to you by your administrator.
The primary tab you'll work in as an agent
is Customer Service.
As a matter of fact,
let's change your setup so that your queue is the first thing you see when you log
on instead of Feed. And since the queue is part of the Customer Service work center,
just drag and drop that tab to the far left.
The icons on the toolbar are dynamic and based on your access rights
which are assigned by your system administrator.
The panes are static and provide quick access to the information you use most.
There's a video that tells you all about the toolbar and panes and one that
covers the shelf,
flags, and favorites--both of which you can access from the Help Center.
The Queue is your working list of open and in-process tickets.
Tickets are created as a result of incoming messages from the various
channels set up in your system
like your self-service support portal or the email addresses your company
maintains for interaction with customers.
You can sort the list by clicking a column header
or by selecting a column from the drop-down list. Or you can filter the
list to narrow it.
You can also create and save custom filters to support the way
you like to work.
Let's create a filter that will limit the list to only those tickets you want to
work on first. So in this case, only high priority, new tickets received this week.
Now let's save that filter query.
You can also set your new query as the default for the list
so anytime you go to your queue, the list will automatically display the tickets
that match your custom query.
If you later want to change which query is your default,
simply choose to organize your queries and select your default from the list.
The actions menu,
provides quick access to the most common actions you take on tickets.
For example, you can escalate or reassign one or more tickets. Why don't
we do that now?
First select, the tickets without clicking on the links
and then from the actions menu
choose Assign to Me. Let's change the list to My Queue so we can see just
the tickets assigned to you.
You can also change the way tickets are displayed in your work list
by selecting a different view.
In this case, we're on that list view-- each ticket is a row in the table.
Now let's change it to card view--all the information related to each ticket is
now grouped
like an index card
which allows you to see more ticket information at a glance.
For example,
in this system that includes the due date.
Regardless of the view you choose, for each ticket you'll notice there are
several items highlighted.
These indicate clickable items that can be opened to to view details or if you
rest your pointer on them, to display a summary.
This is true anytime you see a similarly highlighted item in your solution,
regardless of which screen your on.
There are several actions available from the summary.
Or click on the item link to open the details.
In this case,
clicking the ticket ID
opens the ticket for processing in the workspace.
The header information includes the ticket description and details along
with the common action buttons.
It's where you'll find the options to escalate or reassign a ticket
for example.
You can also tag tickets
or edit those that are assigned automatically via text analysis.
The customer card includes the basic information available for the customer.
Under additional information,
you'll find the product and service level information related to the ticket.
A product can be associated automatically as a result of the text
analysis process
or you can change it manually.
You can also enter a serial number if you have one, to register a product.
In this example, the customer has provided a serial number in her email.
Let's see if it's already in the system and if not we can add it. Looks like
we have a match! So add it to the ticket. She also mentions that the grid is still
under warranty so let's look that up as well.
Now let's take a look at the other workspace areas.
The Interactions area depicts the conversation so far and is where you can
respond to the customer or add notes to the ticket. The Solution Finder, if it's
been set up in your system, is where suggested knowledgebase articles are
listed.
Suggested articles are based on the product and other keywords extracted by
the system via text analysis.
You can also perform your own search.
To preview an article, click the link.
You can also attach an article directly to your response.
This inserts a shortened URL link that your customer can use to
access the article.
In addition to the Solution Finder, you also have a list of Similar Tickets
available to aid you in your research and resolution of customer tickets.
It displays a list of tickets that the system has identified as similar
in nature
based on product and other keywords.
You can view the ticket details by clicking the link, but unlike articles,
you cannot attach a ticket
to a response. If there's an article attached to a similar ticket,
you can click the link to preview it
and then attach it to your response. And again, you can also perform your own
search. The collaboration tab provides quick access to feed updates related to
the ticket without leaving the workspace.
The activities tab displays activities like tasks or phone calls associated
with the ticket.
You can also create new activities for the ticket. The attachments tab is where
you'll find any attachments sent by the customer. For example, a picture of the
problem. You can also add or select attachments to add to the ticket.
Let's go back to the overview and look at sending a response. The email response
editor works just like your other email editors. You can add additional recipients
if you need to by selecting from existing contacts or employees
or by typing in address directly.
Let's let the customer know her request is being processed and that we'll send
her a tracking number
once the replacement parts are shipped. You can also add files as attachments and
if your system has been set up to support chat,
then you also have the option of sending the customer a URL link to a
live chat session. In addition, you can choose from existing response templates to
save some time. Go ahead and send the response.
Notice your response is added to the interactions area
where you have the option of saving it as a template
which you can later modify if necessary. Now let's go back and have a look at the
other views available under Customer Service.
The Tickets view includes all tickets
regardless of their status, allowing you
to review even completed tickets as you work to solve customer messages.
Templates,
is where you go to review or create response templates. And finally let's
take a look at your Home page
which provides you with quick insight on transactional data,
key performance indicators, and reports.
It's also a launchpad to take action on important items
like escalated or high priority tickets. Here's a video that tells you all about
your home page including how to personalize it. To return to the other
tabs just hide your home page.
Now you're ready to start exploring your system and helping your customers!
Let's review a few key points:
-Toolbar icons are associated with the tabs you're assigned
-You can customize your view of a work list by creating and saving
custom filters
-The workspace includes many tools to aid you in researching and responding to
customer issues -And there are many useful videos and
in-depth documentation you can access from the Help Center. Thank you for watching
this introduction to SAP Service OnDemand!