017: Registering a Customer Service notification

It is possible to register details of received calls within SAP R/3 and trigger subsequent actions for specific individuals within the company.
You register a Customer Service notification when a call is not linked to any cost of revenue. Basically it is a request for information or a generic complaint.

Basic configuration

You need to use a Notification Type to control the process of registering a Customer Service notification. Such a notification can be based on a problem, progress on an current activity or a service request.
A received call may need further processing and therefore it makes sense to link the Notification Type to a service order or sales order (Sales and Distribution module).

The next step is to maintain the Catalog Profiles which is a hierarchy of information to categorise the call received. Also it is important to control the Priority Types to assign and control the desired response times.

It is interesting to note that the screen access is very flexible when registering a notification. But that also requires quite some knowledge on the type of calls that will be received to ensure that the registration is as user friendly as possible.

Although the standard customising may be sufficient, making any changes should not be taken lightly. Also defining follow up functions via workflow will take a considerable amount attention.

More information will follow soon…