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CRM_LOY_PROD: Complaints Management (Enhanced) ( RELNCRM_7E1_LOY_COMPLNTS )

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Short text

CRM_LOY_PROD: Complaints Management (Enhanced)

Use

As of SAP enhancement package 1 for CRM 7.0, business function CRM_LOY_PROD Loyalty Productivity, complaints management has been enhanced to include the following:

• New complaint type

A new complaint type, Report Missing Transactions (RMTS) is available. Members use this complaint type to report purchases that may not have been accounted for in their point account.

The transaction of type report missing transactions can be created from the UI, the Interaction Center and the Web Shop.

An interaction center agent can create a missing transactions complaint type as a follow-up to the sales order. This can be done for loyalty scenarios Buy Points and Points Accrual.

• New member activity type

A new member activity type Complaints Resolution is available. An IC agent can initiate the creation of this member activity type.

Classification and sub classification can be maintained for this activity type.

• Award points

An interaction center agent can create a member activity to award points to the member for Complaint resolution.

• Tracking and reporting

You can track complaints using membership ID. You can define if the membership ID is a mandatory or an optional field for all complaint types - standard and newly created ones.

• Enhancements to the UI

Membership ID field is available for all default complaint types provided by SAP.

Award Points button is available on the complaint document for all complaint types other than report missing transactions.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

You make Customizing settings in the following Customizing activities:

• Assign Item Categories for Member Activity Creation in Complaints

• Define Requirement of Membership ID for Complaint Types in Loyalty

• Define Member Activity Categories and Types

• Define Categories and Types for Sales Order Integration

Further Information

Business function release note:

CRM_LOY_PROD Loyalty Productivity (New)

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