EHP3 for SAP CRM 7.0
April 2014
English
Interaction Center Service Request
Management with Knowledge Articles
(C53)
Test Script
SAP SE
Dietmar-Hopp-Allee 16
69190 Walldorf
Germany
SAP Best Practices
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
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as well as menu names, paths and options.
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Variable user entry. Pointed brackets indicate that you replace these words and characters with
appropriate entries.
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SAP Best Practices
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Copyright
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained
herein may be changed without prior notice.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Contents
1
2
Purpose ................................................................................................................................................................................................................... 6
1.1
Purpose of the Document ................................................................................................................................................................................ 6
1.2
Purpose of Interaction Center Service Request Management with Knowledge Articles ................................................................................. 6
Prerequisites ........................................................................................................................................................................................................... 6
2.1
System Access ................................................................................................................................................................................................ 7
2.2
Roles ................................................................................................................................................................................................................ 7
2.3
Master Data, Organizational Data, and Other Data ........................................................................................................................................ 7
2.4
Preliminary Steps ............................................................................................................................................................................................. 8
3
Process Overview Table ......................................................................................................................................................................................... 9
4
Testing the Process Steps .................................................................................................................................................................................... 11
4.1
E-Mail Processing .......................................................................................................................................................................................... 11
4.1.1
Send E-mail ............................................................................................................................................................................................ 11
4.1.2
Select E-Mail .......................................................................................................................................................................................... 12
4.1.3
Identify and Confirm Account ................................................................................................................................................................. 13
4.1.4
Optional: Check Customer Interaction History ....................................................................................................................................... 14
4.1.5
Create Service Request and Provide Knowledge Article by E-Mail ....................................................................................................... 15
4.1.6
Complete Interaction Record .................................................................................................................................................................. 18
4.1.7
End Interaction ....................................................................................................................................................................................... 19
4.2
Incoming Call Processing .............................................................................................................................................................................. 20
4.2.1
Identify and Confirm Account ................................................................................................................................................................. 20
4.2.2
Open Service Request ........................................................................................................................................................................... 21
4.2.3
Change Service Request and Route to 2nd level .................................................................................................................................. 21
4.2.4
Complete Interaction Record .................................................................................................................................................................. 23
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4.2.5
4.3
End Interaction ....................................................................................................................................................................................... 23
Optional: Interaction Center Manager Activities ............................................................................................................................................ 24
4.3.1
Optional: Modify E-Mail Template .......................................................................................................................................................... 24
4.3.2
Optional: Edit E-Mail Template for Multiple Languages (Based on Correspondence Language) ......................................................... 25
4.3.3
Optional: Modify E-Mail Routing Rule .................................................................................................................................................... 27
4.3.4
Optional: Inbox Work Distribution Dashboard ........................................................................................................................................ 28
4.3.5
Optional: Search for Service Requests With My Involvement ............................................................................................................... 30
4.3.6
Optional: Category Search Help ............................................................................................................................................................. 31
4.4
5
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Optional: Interaction Center Agent Activities ................................................................................................................................................. 32
4.4.1
Optional: Take Notes with Scratch Pad ................................................................................................................................................. 32
4.4.2
Optional: Search Customer .................................................................................................................................................................... 32
4.4.3
Optional: Create Prospect ...................................................................................................................................................................... 34
4.4.4
Optional: Inbox Handling ........................................................................................................................................................................ 35
Appendix ............................................................................................................................................................................................................... 40
5.1
Process Chains .............................................................................................................................................................................................. 40
5.1.1
5.2
Succeeding Processes ........................................................................................................................................................................... 40
Troubleshooting ............................................................................................................................................................................................. 40
5.2.1
General Hints.......................................................................................................................................................................................... 41
5.2.2
Hints for the Process Steps .................................................................................................................................................................... 41
© SAP SE
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Interaction Center Service Request Management with Knowledge Articles
1 Purpose
1.1 Purpose of the Document
This document provides a detailed procedure for testing the scope item Interaction Center Service Request Management with Knowledge Articles
after solution deployment, reflecting the predefined scope of the solution. Each process step is covered by its own section, providing the system
interactions (i.e. test steps) in table view. Steps not in scope of the process but needed for testing are marked accordingly (see column Test Step).
Customer-project-specific steps must be added.
Note for the customer project team: Instructions for the customer project team are highlighted in yellow and should be removed before handover to
project testers. The appendix is included for internal reference, in particular to support A2O, and should also be deleted before handover to the
customer, unless deemed helpful to explain the larger context.
1.2 Purpose of Interaction Center Service Request Management with Knowledge
Articles
Service Request Management supports service agents to resolve customer issues by streamlining the service process and by ensuring that
service level agreements are met.. The scope item provides agents handling inbound service activities with tools to process service requests and
complete all open requests during the same customer interaction, thus avoiding unnecessary callbacks or follow-ups.
This process runs in the SAP CRM Interaction Center WebClient.
2 Prerequisites
This section summarizes all prerequisites for the test in terms of system, user, master data, organizational data, and other test data and business
conditions.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
2.1 System Access
The test should be conducted with the following system and users:
Type of Data
Details
System
System
<Provide details on how to access system, e.g. system client or URL>
Standard User
BP IC Agent Service
User IC_AGENT_SRV, password welcome
Standard User
BP IC Manager
User IC_MAN, password welcome
2.2 Roles
For non-standard users, the following roles must be assigned to the system users testing this scenario:
Business Role
Business Role Id
Process Step
Sample data
BP IC Agent Service
YBP_ICA_SRV
See Process Overview Table
Ann Anderson,
User IC_AGENT_SRV,
password welcome
BP IC Manager
YBP_IC_MAN
See Process Overview Table
Angela Lucata,
User IC_MAN,
password welcome
If the password is invalid try the initial password initial.
2.3 Master Data, Organizational Data, and Other Data
The organizational structure and master data of your company was created in your system during implementation. The organizational structure
reflects the structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational
focus of your company
Use your own master data to go through the test procedure. If you have installed an SAP Best Practices Baseline package, you can use the
following Baseline package scenario data:
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Data
Sample Value
Details
Sold-To Party 1
100000
Customer Domestic 00
Sold-To Party 2
100001
Customer Domestic 01
Sold-To Party 3
100002
Customer Domestic 02
Contact Person 1
<ID>
Monika Ziegler / Frank
Bauer
Contact Person 2
<ID>
Hans Bertolini / Marian
Fisher
Contact Person 3
<ID>
Sabine Huber / Peter
Lemon
<Installed Base /
Component>
Use the downloaded equipment
(Ibase component) from ERP for
which you have assigned a warranty
(refer to Configuration Guide C3E)
Comments
As the description is taken from the ERP
equipment master it cannot be described
here.
2.4 Preliminary Steps
E-mail Account for Example E-mail
To send a customer e-mail from an outside account, you need an existing e-mail account that you can use as a sender account.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
3 Process Overview Table
This scope item consists of several steps provided in the following table:
Process step
Business condition
Business role
Expected results
Customer
E-Mail arrived in CRM
Incoming E-mail Processing
Send E-Mail
Select E-Mail
E-Mail
IC Agent Service
E-mail taken from inbox
Identify and Confirm Account
Account
IC Agent Service
Customer confirmed
Optional: Check Customer
Interaction History
Activities, Documents
IC Agent Service
Information about Customer
Create Service Request and
Provide Knowledge Article by
E-Mail
Suitable Knowledge Article
IC Agent Service
Service Request and E-Mail with solution
Complete Interaction Record
Document Activity
IC Agent Service
Interaction Record
IC Agent Service
Customer receives automatic e-mail
notification about service request number
End Interaction
Incoming Call Processing
Identify and Confirm Account
Service Request Number, Business
Partner Data
IC Agent Service
Customer confirmed
Open Service Request
Service Request
IC Agent Service
Service Request
Change Service Request and
Route to 2nd level
Service Request
IC Agent Service
Service Request in process by support team
Complete Interaction Record
Document Activity
IC Agent Service
Interaction Record
IC Agent Service
Customer receives automatic e-mail
notification about status change
End Interaction
Optional: Interaction Center Manager Activities
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Process step
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Business condition
Business role
Expected results
Optional: Modify E-Mail
Template
E-Mail Template
IC Manager
Modify Template
Optional: Edit E-Mail Template
for Multiple Languages
E-Mail Template created and modified
IC Manager
Modify Template with text determination
Optional: Modify E-Mail
Routing Rule
Routing Rule
IC Manager
Modify Routing Rule
IC Manager
Get an overview
IC Manager
Find specific service requests
IC Agent Service
Notes taken any time
IC Agent Service
Customer identified
Optional: Create Prospect
IC Agent Service
New Customer Created
Optional: Search Documents
IC Agent Service
Display Documents
Incoming E-mail Processing
Optional: Agent Dashboard
Optional: Service Request
search “with my involvement”
and “category search help”
Service Requests
Optional: Interaction Center Agent Activities
Optional: Take notes with
scratch pad
Optional: Search Customer
Customer
Optional : Forward
Documents
Forward Configuration
IC Agent Service
Document forwarded
Optional: Work on Documents
Incoming Mail
IC Agent Service
Select E-Mail
Optional: Check Service
Request
Service Request
IC Agent Service
Display Service Request
IC Manager
Business Analysis
Optional: Inbox Work
Distribution
Optional: Create follow-up
Activity
© SAP SE
Follow-up activity created
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
4 Testing the Process Steps
This section describes test procedures for each process steps that belongs to this scope item.
The test should take approximately 2 hours.
4.1 E-Mail Processing
4.1.1
Send E-mail
Purpose
This step simulates a customer sending an e-mail to the service address of a service interaction center using their own e-mail account.
Procedure
Test
Step #
Test Step Name
Instruction
1
Create an E-Mail
Create an e-mail (using the e-mail
account which has been entered
for the respective Sold-To Party).
2
Enter e-mail
address
Enter the service e-mail address of
your Interaction Center (for
example, SERVICE@<domain>)
in the address field (To:).
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Ask your system administrator for
the correct recipient e-mail
address (or for the correct
domain).
3
Enter E-Mail
subject and text
© SAP SE
Enter a subject and a text (for
example, System Boot Error.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
4
Send
Choose Send.
4.1.2
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
You have sent an e-mail to the
Interaction Center.
Select E-Mail
Procedure
Test
Step #
Test Step Name
Instruction
User Entries:
Field Name: Value
Expected Result
1
Log on
Log on to the CRM WebClient as
IC Service Agent.
The Identify Account page of the
Interaction Center appears.
2
Open Inbox
In the navigation bar choose
Inbox.
The Inbox search page is
displayed.
3
Select Search
Criteria
Enter the required search criteria.
4
Execute Search
Choose Search.
Result list shows e-mails.
5
Open the E-Mail
for Processing
Highlight the new e-mail and
choose Interact in the header area
of the result list.
The system navigates to the
Account Identification area where,
next to the account search area,
the e-mail text is shown as
preview.
Pass / Fail /
Comment
Main Category: E-Mail
Assigned To: My Groups
You have started processing an
e-mail from the group’s inbox.
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4.1.3
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Identify and Confirm Account
Purpose
As an interaction center agent for customer service you are processing an e-mail from a contact person of a company. Both parties already exist
as business partners in the CRM system.
Procedure
Test
Step #
Test Step Name
Instruction
1
Check Account
Data
In the Account Identification area
the agent can check the business
partners that are determined by
the e-mail address.
2
Select Contact
If there is more than one contact
person related to the contacting
company, select the relevant
Contact Person from the result list.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
You see the account and contact
data associated to the senders email address.
If you have accidentally chosen
the wrong account/contact person,
you can choose Clear to search
again.
3
Search Account
If an account could not be
determined by the system
(because the e-mail account you
used for sending the e-mail is not
known in the system), choose
Clear first.
Account ID: 100000
Enter the required search criteria.
4
Execute Search
Choose Search Account.
5
Select Contact
Highlight a Contact Person from
the result list if multiple results are
© SAP SE
Result list shows contacts.
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
shown.
6
Confirm
To confirm the business partners,
choose Confirm.
The business partner who sent an
e-mail has been identified and
confirmed.
7
Choose Installed
Base (Optional)
Select the installed base object
from the result list if multiple
objects are retrieved for the
confirmed account.
Selected object is displayed within
Installed Base section.
If only one object is retrieved for
the account then skip this step and
perform the next step to confirm
the object directly.
8
Confirm Object
(Optional)
4.1.4
Choose Confirm to select the
Installed base object.
Object confirmed
Optional: Check Customer Interaction History
Purpose
Displaying the customer interaction history, you can check all previous contacts and service requests that have been created for a certain
customer.
Procedure
Test
Step #
Test Step Name
Instruction
1
Review Last
Interactions
In the navigation bar, choose
Account Identification (if you are in
another work center).
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
You can see previous
interactions.
Below the Account workspace in
work area Last Interactions see
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
the list of the last interactions of
the customer.
2
Check Details
4.1.5
Highlight an entry in order to see
the interaction details.
The customer interaction history
and the details for one of the
contacts are displayed.
Create Service Request and Provide Knowledge Article by E-Mail
Purpose
The purpose of the following steps is to create a service request for a customer inquiry and to send the suggested knowledge article via e-mail to
the customer as a response.
Procedure
Test
Step #
Test Step Name
Instruction
1
Open New
Service Request
In the navigation bar, choose BP
Service Request.
2
Select
Organization
If necessary, select the required
organizational units.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
The Service Request: New
transaction page opens.
Responsible Sales
Organization: Direct
Sales (BP_SLS)
Responsible Service
Organization: Service
(BP_SERVICE)
Distribution Channel: 10
– Direct Sales
Division: 10 – Product
Division 10
Responsible Service
Team: Service Back
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
3
Select Contract
and Warranty
(Optional)
If necessary, select contracts and
warranty.
4
Choose
Categorization
In assignment block Details,
workspace Subject, field Category
1, select category Product.
5
Choose
Categorization
In assignment block Details,
workspace Subject, field Category
2, select category Remote
Support.
6
Check for
Knowledge
Article
In the alert area, alert Suggested
Knowledge Article/s should be
displayed.
User Entries:
Field Name: Value
Office (BP_SRV)
Expected Result
Pass / Fail /
Comment
Contracts and warranty for the
selected IBase is determined. You
can check this in Relationships
section of Details.
Alert area is displayed.
Click the alert entry.
7
Add Knowledge
Article
In the result list, highlight the
provided knowledge article and
choose Add to Cart in order to
assign the knowledge article to the
service request. If it is already
assigned then ignore this step.
Knowledge article has been
assigned to service request.
8
Open E-Mail
Page
To send the knowledge article to
the customer by e-mail, highlight
the relevant knowledge article(s) in
the cart list and choose E-mail.
The E-Mail page opens.
9
Complete E-Mail
Complete the e-mail if necessary.
Workspace E-Mail (Reply
To): Subject and/or
standard response
Workspace E-Mail
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Header: Enter sender or
recipient address if
necessary
E-mail text
10
Add Standard
Response
Select a standard response (for
example, BP E-Mail Complaint)
from the dropdown list box and
choose Apply to add the
predefined text to the e-mail text.
11
Add Attachments
To attach a document to your email reply, choose Browse in
workspace Attachments and select
the corresponding file.
Then choose Add to add the file as
an attachment.
12
Send E-Mail
After everything has been entered,
choose Send.
If you want to save the e-mail and
send it later, choose Save. The email will be kept in the system,
linked to the documents of the
customer interaction. You can
reach it via the Interaction Record
in the work area Activity Clipboard.
13
Go Back
Choose Back twice to return to the
maintenance environment of the
new BP service request.
14
Enter
Description of
Service Request
In workspace General Data, enter
a short text as Description of the
service request.
© SAP SE
Predefined text added to the email.
You get the information Message
sent.
You have provided a solution to
your customer via e-mail reply.
You return to the service request.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
15
Enter Notes
In the Notes assignment block,
enter a detailed problem and
solution description or internal
note to the new service request.
16
Change Status of
Service Request
In workspace Processing Data,
choose value Customer Action in
the Status field.
You can change the status of the
service request.
17
Save
Choose Save.
A service request for the
customer’s problem has been
created. Customer receives
automatic e-mail stating service
request was created. It includes
the service request number.
Customer also receives e-mail
with the solution provided via
knowledge article suggestion.
4.1.6
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Complete Interaction Record
Purpose
You can add further information to the interaction record, for example, add notes and attachments, or create follow-up activities. In this business
process, these steps are optional.
Procedure
Test
Step #
Test Step Name
Instruction
1
Access
Interaction
Record
In the navigation bar, choose
Interaction Record.
© SAP SE
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
The Interaction Record (BP IC
Activity) page opens.
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Test
Step #
Test Step Name
Instruction
2
Enter
Description
In the Overview screen area, enter
a short text as Description of the
document.
3
Change Status
In the Overview screen area,
switch the Status/Result field to,
for example, Completed.
4
Save
Save the Interaction Record
4.1.7
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
You have entered information
about the interaction for later
reference.
End Interaction
Procedure
Test
Step #
Test Step Name
Instruction
1
End Interaction
To end the interaction with the
customer, choose End in the
application toolbar.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
All fields are cleared and you are
ready to process the next
interaction.
By choosing End, the agent
completely ends the interaction in
the system. All documents created
during the interaction are saved by
the system.
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4.2 Incoming Call Processing
4.2.1
Identify and Confirm Account
Purpose
The solution provided by e-mail did not solve the customer’s problem, so the customer is calling the call center by phone to get additional help.
As an interaction center agent for customer service, you are processing a call from the contact person of a sold-to party. Both parties already exist
as business partners in the CRM system.
Procedure
Test
Step #
Test Step Name
Instruction
1
Log on
Log on to the CRM WebClient as
IC Service Agent.
2
Search for
Account
In the navigation bar, choose
Account Identification.
Via the search fields enter the
respective data for the calling
customer.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
The Identify Account page of the
Interaction Center appears.
Account ID: 100000
The contact persons and account
details appear in display mode in
the work area.
Choose Search Account.
3
Select Contact
If there is more than one contact
person related to the calling
company, highlight the relevant
contact person in the list.
4
Confirm Account
and Contact
Choose Confirm to confirm the
identified customer.
The calling customer has been
identified and confirmed.
5
Choose Installed
Base (Optional)
Select the relevant installed base
object from the result list if multiple
objects are retrieved for the
confirmed account. Otherwise skip
this step.
Selected object is displayed within
Installed Base section.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
6
Confirm Object
(Optional)
Choose Confirm to select the
installed base object.
4.2.2
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Object confirmed
Open Service Request
Purpose
The purpose of the following steps is to open the service request created above.
Procedure
Test
Step #
Test Step Name
Instruction
1
Open existing
Customer
Interactions
In the navigation bar, choose
Interaction History.
The Search: Customer
Interactions page opens.
2
Select Service
Request
transaction
In the search criteria, choose CRM
Service Request in the
Transaction Category dropdown
and choose Search.
Result list displays all the BP
Service Request transaction
history.
3
Open Service
Request
In the Result list, click the
Description of the service request
created above, with status
Customer Action.
BP Service Request page opens.
4.2.3
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Change Service Request and Route to 2nd level
Purpose
The purpose of the following steps is to execute the checklist to provide a solution to the customer problem. If this does not help, change the
service request’s status to In process and route it to the next level IC Support team for solution as the agent cannot solve the customer problem.
Procedure
© SAP SE
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
1
Change to edit
mode
Choose Edit
The service request can be
edited.
2
Select Checklist
In assignment block Checklist of
the Service Request page, select
the checklist Phone Call
Assistance.
Checklist has been selected.
3
Execute Step 1
and set Step
Status
Assign Partner for the step
Execute Step 1 and check if the
described work instructions helped
the customer to solve the problem.
For example, IC Agent
Service
Work Instruction of step 1 did not
solve the problem. Set step status
to Completed and execute next
step in the checklist.
4
Execute Step 2
and set Step
Status
Assign Partner for the step
Component Compatibility? and
check if the described work
instructions helped the customer
to solve the problem.
For example, IC Agent
Service
Work instruction of step 2 did not
solve the problem. Set step status
to Completed and execute next
step in the checklist.
5
Execute Step 3
and set Step
Status
Assign Partner for the step
Execute Step 3 and check if the
described work instructions helped
the customer to solve the problem.
For example, IC Agent
Service
Work instruction of step 3 did not
solve the problem. Set step status
to Completed. The service
request should be routed to the
next support level because agent
cannot solve the problem.
6
Change Service
Request Status
In assignment block Processing
Data, change the Status field
value to In Process.
Service request is in process.
7
Dispatch Service
Request to IC
Support team
In assignment block General Data,
change the Service Team value to
BP IC Support (BP_IC_SUP).
Checklist steps are executed and
did not solve the customer
problem. Service request is
routed to the next level BP IC
Support team.
8
Save
Choose Save.
Service request saved
© SAP SE
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
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4.2.4
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Complete Interaction Record
Purpose
You can add further information to the interaction record, for example, add notes and attachments or create follow-up activities. In this business
process, these steps are optional.
Procedure
Test
Step #
Test Step Name
Instruction
1
Open Interaction
Record
Transaction
In the navigation bar, choose
Interaction Record.
2
Enter Notes
In workspace Notes, you can add
further descriptions or notes if
necessary.
4.2.5
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
The Interaction Record
transaction page opens.
End Interaction
Purpose
You can add further information to the interaction record, for example, add notes and attachments or create follow-up activities. In this business
process, these steps are optional.
Procedure
Test
Step #
Test Step Name
Instruction
1
End Interaction
To end the interaction with the
customer, choose End in the
application toolbar.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
All fields are cleared and you are
ready to process the next
interaction.
By choosing End, the agent ends
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
the interaction in the system. All
documents created during the
interaction are saved by the
system.
4.3 Optional: Interaction Center Manager Activities
The content of this chapter describes most common activities of an interaction center manager. For more detailed administration tasks you may
refer to the CRM Interaction Center Service Request Management (C35) IC Administration - User Guide, (available in the Documentation Package
via Explore: Content Library  Content Library (ERP Integration) or Content Library (CRM Standalone)  C35 link  Technical Details: IC
Adminstration User Guide).
4.3.1
Optional: Modify E-Mail Template
Purpose
You would like to change an existing e-mail template.
Procedure
Test
Step #
Test Step Name
Instruction
User Entries:
Field Name: Value
Expected Result
1
Log on
Log on to the CRM system as
Interaction Center Manager.
CRM IC Web appears.
2
Search Mail
Forms
To carry out the activity, choose
the following navigation option:
Result List is displayed.
Pass / Fail /
Comment
Knowledge Management 
Search: Mail Forms
Enter the respective search criteria
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
and choose Search.
3
Select Template
Choose the template you want to
modify, by clicking on its ID.
You can now modify the texts.
Using the Attribute button you can
insert values like the contact’s
name into the text of the mail.
4
Save
4.3.2
Choose Save and Back to save
the modified e-mail template.
You changed an existing
template. This change is available
to your employees immediately.
Optional: Edit E-Mail Template for Multiple Languages (Based on
Correspondence Language)
Purpose
The e-mail template text should be created based on the correspondence language of the customer.
Procedure
Test
Step #
Test Step Name
Instruction
1
Search Mail
Forms
To carry out the activity, choose
the following navigation option:
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Result List is displayed.
Knowledge Management 
Search: Mail Forms
Enter the respective search criteria
and choose Search.
2
Select Template
© SAP SE
Choose the template you want to
modify, by clicking on its ID.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
User Entries:
Field Name: Value
3
Create New Text
Element
Click on New Text Element and
enter the required data in the Web
page dialog.
Text Element ID: 100000
Choose Create.
Format: HTML
4
Enter Text
Enter the text in the required
additional language.
5
Define
Conditions
In the mail form header choose
Edit Structure.
For each text element define/insert
the required condition with the
appropriate language key as a
criterion for it to be displayed.
The ISO-639 language code is
used as an attribute. There is no
value help available. Just enter
the two-character ISO code (for
example, EN, DE, FR) for the
language manually. The attribute
Person: Correspondence
Language (ISO-639) is evaluated
for contact persons. The attribute
Central Data: Language (ISO639) is evaluated for consumers.
Expected Result
Pass / Fail /
Comment
Description:
YBP_TEXT_ELEMENT_1
Attribute Description
Person:
Correspondence
Language
For example,
YBP_TEXT_ELEMENT_1 is now
set to be displayed for German
correspondence language.
Relational Operator
Equal to
Value <your
language> (for example,
DE for German)
To make the template work for
contacts and consumers the
condition must be made for both
attributes combined with OR.
If working with conditions, preview
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
of the mail is not available.
6
Go Back and
Save
4.3.3
Choose Back.
An e-mail template with flexible
text determination based on the
customer’s correspondence
language is available to the
agents.
Choose Save and Back.
Optional: Modify E-Mail Routing Rule
Purpose
Change the routing rules for the E-Mail Response Management System to route incoming e-mails to the correct organizational units.
Procedure
Test
Step #
Test Step Name
Instruction
1
Search Rule
Policies
Choose Process Modeling 
Search: Rule Policies.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Result list appears.
Enter the respective search criteria
and choose Search.
2
Select Routing
Rule
Choose the routing rule
YBP_MAIL_RSP by clicking its ID.
3
Access Rule
Editing
Choose Edit in the upper menu
bar.
The rule details are displayed.
From the policy header menu,
choose More  Edit Released
Rules as Draft.
Expand the draft rules nodes until
you reach the lowest rule details.
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Select the lowest node.
4
Edit E-Mail
Address
In assignment block Conditions
you can:
a. Change the recipient e-mail
address of the incoming mail.
b. Add entries for additional email addresses defined.
5
Change
Organizational
Unit
In assignment block Actions you
can assign or change the receiving
organizational unit.
6
Release Draft
Rules
Choose More  Check Draft Rule
4.3.4
Choose More  Release Draft
Rules and Save
You modified the routing rule for
incoming e-mails.
Optional: Inbox Work Distribution Dashboard
Purpose
The Inbox Work Distribution Dashboard is available for the IC Manager and is used to display information about your business for analysis and
monitoring purposes of the tasks for his or her team.
The Inbox Work Distribution Dashboard can be used in case of deployment of SAP Best Practices for CRM based on SAP HANA.
Note that the Inbox Work Distribution Dashboard is only available in EN and DE as per standard SAP CRM. All other languages are out of
scope.
Note that the dashboard must be used with https as the default for Web UI, it does not work with http.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Procedure
Test
Step #
Test Step Name
Instruction
1
Log on
Log on to the CRM system as
Interaction Center Manager.
2
Access
Managing
Operations
In the navigation bar, choose
Managing Operations.
3
Choose Option
Choose Inbox Work Distribution
dashboard.
It provides the following charts
(charts on the right (b,c,d) are
related to your selection on the left
(a)).
a.
Not Completed Items by
Employee. A split by Inbox
Priority, Inbox Status or Total
could be done.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
CRM IC Web appears.
Inbox Work Distribution Overview:
This option displays information
about the current workload of
employees assigned to a selected
group. The overview dashboard
provides the following charts and
they are independent of each
other.
a.
Not Completed Assigned
Items by Priority
b.
Not Completed Items by
Main Category
b.
Not Completed Assigned
Items by Main Category
c.
Not Completed Items by
Creation Date
c.
Not Completed Assigned
Items by Due Date
d.
Not Completed Items by Due
Date
d.
Not Completed Assigned
Items by Creation Date
Inbox Work Distribution by
Employee:
This option displays information
about the items employees are
working on as well as unassigned
items for which a process or is
needed.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
4
Launch Inbox
From the Inbox Work Distribution
Dashboard, click the result bar in
the chart and then click Search in
the top right-hand corner of the
chart.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Business Analysis is done based
on the data shown in the
dashboard.
The data displayed in the
dashboard is restricted to the
groups that the user is assigned
to in organizational management.
The dashboard search and result
may not match the inbox search
and result.
4.3.5
Optional: Search for Service Requests With My Involvement
Purpose
In this activity you can search for service requests that you have created or changed.
Procedure
Test
Step #
Test Step Name
Instruction
1
Log on
Log on to the CRM system as
Interaction Center Manager.
2
Access Service
Requests
In the navigation bar, choose Service
Requests.
3
Select criteria With
My Involvement
In the Search Criteria, select With My
Involvement from the dropdown list in
the Service Request ID field; next
select a date range and choose
© SAP SE
User Entries:
Field Name: Value
Expected Result
CRM IC Web appears.
The result list displays service
requests that you have created or
changed for the selected time period.
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Search.
4.3.6
Optional: Category Search Help
Purpose
In this activity you can use a string to search for categories within the category hierarchy. The search result of the fuzzy search outputs all
category nodes that contain the entered string. If required, you can output the result in a structure view in the category hierarchy.
Procedure
Test
Step #
Test Step Name
Instruction
1
Log on
Log on to the CRM system as
Interaction Center Manager.
2
Access Service
Requests
In the navigation bar, choose Service
Requests.
3
Select criteria
Category
In Search Criteria fields, select
Category from the dropdown list, next
open the input help for this field.
New window opens displaying
structure view by default.
4
Search Category
Choose tab Category Search and
enter some string in the search term
field and choose Search.
Result list displays the categories
based on the search string used,
without displaying the complete
category hierarchy.
© SAP SE
User Entries:
Field Name: Value
Expected Result
CRM IC Web appears.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
4.4 Optional: Interaction Center Agent Activities
4.4.1
Optional: Take Notes with Scratch Pad
Purpose
During the customer call you can easily take notes on the scratch pad and transfer this information to text fields in documents later on.
Procedure
Test
Step #
Test Step Name
Instruction
1
Log on
Log on to the CRM WebClient as
IC Service Agent.
2
Open Scratch
Pad
Choose
Scratch Pad to open
the Scratch Pad dialog box.
3
Enter Note
In this text field, you can type in
any information you receive from
the customer during the call.
4
Close
Choose Close to close the scratch
pad.
You need to close the scratch pad
in order to be able to import the
notes into the particular
documents.
4.4.2
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
The Identify Account page of the
Interaction Center appears.
New Scratch Pad dialog box is
opened.
The information about a
customer’s problem that you
captured in the scratch pad during
the call is available and can be
copied to text fields at a later
stage.
Optional: Search Customer
Purpose
This section describes how to search for a customer.
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Procedure
Test
Step #
Test Step Name
Instruction
1
Log on
Log on to the CRM WebClient as
IC Service Agent
2
Search for
Account
In the navigation bar, choose
Account Identification.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
The Identify Account page of the
Interaction Center appears.
Account ID: 100003
Result list appears.
Enter the required search criteria.
Other search criteria can be:
© SAP SE
-
First Name and Last Name to
search for company contact
persons or consumers
-
Company name (Account) to
search for companies; contact
persons will then be listed for
selection
-
Account ID if the employee
knows the number of the
customer in the system
-
Address data like country or
postal code
-
Communication data like
phone number or e-mail
address
-
Transaction ID to search for
service requests by number if
the calling customer refers to a
document number that was
provided during previous
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
interactions
Choose Search Account.
3
Confirm Contact
If multiple results are returned,
highlight a contact person in the
result list.
The customer has been identified.
Previous interactions with the
customer are displayed in a list.
You can display further interaction
details by selecting the respective
line in the result list.
Choose Confirm.
4.4.3
Optional: Create Prospect
Purpose
If the prospect is not available in the system, you can create a new prospect..
Procedure
Test
Step #
Test Step Name
Instruction
User Entries:
Field Name: Value
1
Create Account
In the Account Identification
environment, choose Create
Individual, enter and select the
required values.
Partner Role: BUP002 –
Prospect
Expected Result
Pass / Fail /
Comment
First Name: <first
name>
Last Name <last
name>
Country: <country>
2
Confirm Account
Choose Save.
Choose Confirm and continue with
© SAP SE
A new customer has been created
and confirmed for the interaction.
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
the customer interaction.
4.4.4
Optional: Inbox Handling
4.4.4.1
Optional: Search for Documents
The Accelerated Agent Inbox provides increased search performance, improved user interaction, and additional functions, such as the
Inbox Work Distribution Dashboard that IC managers can use for monitoring and analysis purposes.The Accelerated Agent Inbox is only
available in case of deployment of SAP Best Practices for CRM based on SAP HANA.
Purpose
The interaction center agent wants to have an overview of existing documents relevant for the business process.
A set of search criteria is available in the inbox. There the employee can select the document type to search for.
The quick search offers a search based on predefined search criteria.
The search results can be sorted.
Procedure
Test
Step #
Test Step Name
Instruction
1
Inbox
Processing
In the navigation bar, choose
Inbox.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
A result list appears.
In the Search Criteria, select your
relevant Main Category, Assigned
To as search criteria.
Main categories BP Task, BP
Visit, and BP IC Activity were
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Test
Step #
Test Step Name
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Expected Result
Pass / Fail /
Comment
defined for follow-up activity
types, Main category E-Mails for
e-mails, Main category BP
Service Request for the service
requests created in the system.
Assigned To Me searches for
work items assigned to the
respective agent, and supervisor
can choose My Groups for
searching agents’ inbox items.
Assigned To BP Service Call
Center searches for activities that
have BP Service Call Center as
Responsible Group (partner
function) and
Assigned To BP Service Call
Center searches for service
requests that have BP Service Call
Center as Service Employee
Group (partner function)
Choose Search.
4.4.4.2
Optional: Forward Documents
Purpose
An interaction center agent can forward a document to another service team.
Procedure
Test
Step #
Test Step Name
Instruction
1
Inbox
In the navigation bar, choose
© SAP SE
User Entries:
Field Name: Value
Result list is displayed.
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Test
Step #
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test Step Name
Instruction
Processing
Inbox.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
In the Search Criteria, select your
relevant Main Category (for
example, BP IC Activity) as search
criteria.
Choose Search.
2
Select Document
Highlight the document you want
to forward (for example, BP IC
Activity).
3
Forward
Document
In field Forward at the top of the
screen in Result List, select the
target service team using the input
help (for example, Service
Organization).
The document has been assigned
to another team, so it is not in the
inbox of the IC agent anymore.
Employees of that team will now
find the document in their inbox
when searching for documents
that the team is responsible for.
Choose Go.
Note that some document types
cannot be forwarded.
4.4.4.3
Optional: Work on Documents
Purpose
In the Inbox employees can pick up e-mails or assigned documents to work on.
Procedure
Test
Step #
Test Step Name
© SAP SE
Instruction
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Test
Step #
Test Step Name
Instruction
User Entries:
Field Name: Value
Expected Result
1
Inbox
Processing
In the navigation bar, choose
Inbox.
Main Category: E-Mail
Result list is displayed.
Pass / Fail /
Comment
Enter the required search criteria.
Choose Search.
2
Select E-Mail
In the result list, highlight the new
incoming e-mail (with status Open)
and choose Reserve.
The e-mail is now locked by the
IC agent for customer service,
Ann Anderson, who is the
employee currently responsible
for further processing.
To undo an e-mail reservation,
choose Reset Reservation. The email will be available again for
other agents.
The status switches from Open to
In Process.
3
E-Mail
Processing
For further processing (see e-mail
process steps in the chapters
below), choose Interact.
You are automatically taken to the
E-Mail processing area.
4
Go Back
Choose Back to return to the
Inbox.
The e-mail has been selected by
the responsible agent.
4.4.4.4
Optional: Check Service Request
Purpose
You can use the Inbox to get an overview of all open requests.
Procedure
Test
Step #
Test Step Name
Instruction
User Entries:
Field Name: Value
Expected Result
1
Inbox
Processing
In the navigation bar, choose
Inbox.
Main Category: BP
Service Request
Enter the required search criteria.
Assigned to: Me
In the Result List you can see all
service requests that need to be
processed by the employee who
is logged on to the system.
© SAP SE
Pass / Fail /
Comment
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Test
Step #
Test Step Name
4.4.4.5
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
Instruction
User Entries:
Field Name: Value
Choose Search.
Status: Not Completed
Expected Result
Pass / Fail /
Comment
Optional: Create Follow-Up Activity
Purpose
The interaction center agent creates a follow-up activity to call the customer back in one week. The activity is to ask the customer if he is satisfied
with the service.
Optionally, you can use a survey to check if the customer is satisfied with the service.
Procedure
Test
Step #
Test Step Name
Instruction
1
Create Follow-Up
In the new service request choose
Create Follow-Up from the
application toolbar.
User Entries:
Field Name: Value
Expected Result
Pass / Fail /
Comment
Follow-up activity screen opens.
In the dialog box, select category
Task with transaction type BP
Task.
2
Edit Details
Enter Due By and Start Date for
the task if necessary.
Change the Employee
Responsible if required.
3
Save
Choose Save and Back .
The service request appears.
You can see the new task in the
Related Transactions assignment
block,
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Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
5 Appendix
5.1 Process Chains
This appendix is merely for internal reference. Delete before handover to customer unless relevant for e.g. A2O reasons.
The process to be tested in this test script is part of a chain of integrated processes.
5.1.1
Succeeding Processes
As an option, after completing the activities in this test script, you can continue testing the following business processes:
Process
Business Condition
Service Order Management (ERP Integration) (C69)
Service requests created as part of process C53 – Interaction Center
Service Request Management with Knowledge Articles, can be used for
further processing in process C69 – Service Order Management (ERP
Integration).
Service Order Management (CRM Standalone) (C68)
Service Requests created as part of process C53 – Interaction Center
Service Request Management with Knowledge Articles, can be used for
further processing in process C68 – Service Order Management (CRM
Standalone).
5.2 Troubleshooting
If the test steps do not run through as expected, or expected results are not achieved, refer to this section for additional hints.
This section is aimed at consultants or system administrators.
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5.2.1
Interaction Center Service Request Management with Knowledge Articles (C53): Test Script
General Hints
Test Step
Problem
Solution
All
The assignment block given in the test procedure is not
visible.
Use the Personalize button in the application toolbar to adapt the
screen. In the Personalization dialog you can select and deselect all
assignment blocks that are available for your overview screen (for
example, Organizational Data).
5.2.2
Hints for the Process Steps
Process Step 4.3.4 Optional: Inbox Work Distribution Dashboard
Test Step
Problem
Solution
When you open the dashboard a cross-domain policy
file error appears.
Ensure the current user has selected date format as YYYY.MM.DD in
the WebClient UI personalization. This will enable display of dates in the
Inbox Work Distribution Dashboard.
Process Step 4.4.4.4 Optional: Check Service Request
Test Step
Problem
Solution
Service document is not replicated to ERP system.
Process all BDoc messages with SAP GUI transaction SMW01 as
follows:
Service document remains in status To be distributed.
Choose Execute. Highlight the relevant BDoc type(s) (with status Written
to RFC Queue (intermediate state)) and choose
Message.
Reprocess BDoc
Confirm the interrogation message.
© SAP SE
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