Dear Meeruna,

Please check below explanation (got details from help documentation as well).

Support Issue

The Support Issue and Quick Register of Support Issue windows enable you to log issues that need to be handled further within the organization. You can also use these windows to connect issues to contact references and IFS business objects, such as customers and parts, and to enter assign IDs and issue categories.

Use the Quick Register of Support Issue window to quickly enter the essential part of the issue, i.e., to make a note for further consideration.

Use the Support Issue window to update entries and exchange messages between partners, e.g., a customer and a sales representative.

A typical issue flow is as follows:

1. An issue occurs, prompting a question about the issue.
2. Either the questioner or someone from the help desk enters the question it in the Quick Register of Support Issue widow.
3. The issue is assigned to another person for follow-up. This person investigates the issue and enters a response in the Item Message field of the Support Issue window. This person also makes any necessary changes to the issue categories and, if appropriate, sends an e-mail to the questioner.
4. The questioner responds using the Support Issue window, and the dialog continues until both parties are satisfied that the issue has been resolved. All messages between the two parties are visible in the Issue History field.
5. If the resolution of the issue may be of wider interest, the issue can be transformed into a solution using the Support Solution window.

Call center - Case

Request for Support

A case handling flow starts with a request for support from a customer. A request for support can be initiated in different ways such as by a phone call, an e-mail, fax, etc. Any type of customer initiated contact with a vendor's call center can be considered as a case. All the cases must be handled and responded to in accordance with the customer agreements and/or general policies. Every call must be registered.

The case registration starts after a contact with a customer has been initiated. The customer reports a problem or makes a request for a service. When all the necessary information for the case, such as contact information, business object, case classification, and case description, is registered, the case is created and the status of the case is set to New. Also when you create a case, it is possible to access the critical information about valid support agreements and customer agreements

Thanks and Best Regards,

Thilini

Dear Thilini,

Thanks for the answer. Im familiar to Support issue but wants to explore more about call centre. We chose Support Issue at the beginning since we wanted to covered the log issues within organisation only. By reading this, Call Centre can be used for the external also? 

Dear Meeruna,

Yes that’s right, Call center handles requests received from a customer. In Call center, mainly “Case” screen is used to report customer requests, but there are some other forms/wizards that can be used as well, like Case Issue, New Case assistance etc. Within the case you can define tasks. A task is an activity that has to be performed to complete the case. A case could have one or more tasks. 

More information about call center cases:

Case Created

The case registration starts after a contact with a customer has been initiated. The customer reports a problem or makes a request for a service. When all the necessary information for the case, such as contact information, business object, case classification, and case description, is registered, the case is created and the status of the case is set to New. Also when you create a case, it is possible to access the critical information about valid support agreements and customer agreements.  

Case Dispatched

After verifying the contents of the case, and a solution for the case cannot found, the case is dispatched to the applicable support queue or assignee to accept and handle the case. The status of the case is set to Queued. If necessary, complementary information can be entered at this stage. 

Task Dispatched

When the case has been accepted from the support queue, it should must be investigated and verified. If a solution for the problem is not found, one or more tasks can be created. The task can be dispatched to the applicable support queue or assignee to accept and handle the task. The status of the task is set to Queued.  

Task Completed

When the work on the task has been completed, the status is set to Completed. If a handover reference has been created for a service order, customer order or a return material authorization, the task is automatically set to Completed as the handover reference is also completed. 

Case Solved

The case must be solved as soon as possible in accordance to the customer support agreement. It is important for customer satisfaction and for cost purposes. Therefore, it is also important to be able to find a suitable resolution to a problem as fast and as easily as possible.  If a solution is found for the case, any existing tasks should be closed and the resolution should be entered.

Case Closed

When the case is solved, the status is set to Completed. However, before you can close the case, you need to complete the case resolution and send it to the caller. After that you can set the case to the Closed status and close the case. 
 

Best Regards,

Thilini

Dear Thilini,

Thank you so much for quick response. Clearly understood about Call Center :)

Dear Meeruna,

You are most welcome :)

This was a great overview, but I would like more details on how the escalation handler can help to automate some of this process.

As I understand it should be able to dispatch task to support queues triggered to different statuses on the case. I have had success with the notification part of the escalation handler but not the dispatching.

Do you have some experience with this?