Escalation methods

[Former Member]

Hi

I am trying to implement an escalation scenario in CRM service - Emails have to be sent to people (determined by org structure) when a service ticket is not resolved /responded in certain time. The time within which the emails have to be sent is different based on priority, category etc...To give just additional background

- We not implementing service contracts

- we will be using just one dummy service product

- we will be implementing ibase

I am trying to figure out the best way to implement this and had following questions:

1. Can we create a dummy contract which can be attached to an org rather than individual ibase and use service profile and response profiles. Do the service and response profile provide the ability that I am looking for. to If so can you please provide a detailed explanation on how it can be done.

2. Can i use date profile to implement it.

3. Any other suggestions on how this can be achieved are also welcome.

Regards

-S

[Former Member]

Hi,

In a general scenario. The business process/Steps to be followed for response with priority is as follows.

1.Creating Durations, Date rules and Date types.

Path: IMG --> CRM --> Basic Function -->Date Management

2.Create Date profile assign duration to date rule and assign date rule to the date type.

3. Creating response profile Trasaction Code: CRMD_SERV_SLA

Here you can define a response profile and give the durations as per the priority.

4. Create a service product with category service products for contracts( SER0002)

and assign the response profile in the service tab.

5.Assign the Service product to the service contract.

6. Assign the Service Contract to the IBASE/ Component.

7. Create service process/Complaint with reference to the IBASE/Component.

To answer your second question to see date type in the conditions (repository) You must have assigned your date profile ( the one which is assigned to your transaction Type) to your action profile.Then you can see these date types under the deadlines in the repository.

In the date profile you can assign durations to date rule and then date rule to date type.

I hope this gives you more clarity about the SLA and Date management.

Let me know if you have any further queries.

Regards,

Madhu

[Former Member]

Hi Madhu

Thanks for you input.