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CRMS4VC_ESCAL - Define Response Profiles for Service Transactions

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Define time frames (with duration and time unit) within which processing of service in the service transaction item must have started, and by when the processing must have been completed.

Response profile is the time by which the service employee must start the service laid down in the service transaction item as well as the time period in which the service must be completed.

In a response profile, you define periods within which processing of service in the service transaction item must have started, and by when the processing must have been completed.

The corresponding dates (first response date and completion date) are calculated based on these periods and with reference to the service profile in the service process, which was created with reference to the service contract.

You receive a malfunction report from a customer on Monday at 10:00 a.m. and a service order with priority 1 is created.

In the response profile, a duration to first response of 2 hours and a duration to completion of 8 hours is defined for service processes with priority 1. The standard service profile is defined in the service profile, which contains the availability time as Monday to Friday from 8:00 a.m. to 5:00 p.m.

The following times and dates result from this.

• First response time 12:00 noon which is 2 hours from the time malfunction report was received.

• Completion time 9:00 a.m. on the following day which is 8 hours (availability time as Monday to Friday from 8:00 a.m. to 5:00 p.m.) from the time malfunction report was received.

This means you must have responded to the malfunction report by 12:00 noon on Monday, for example, by calling the customer to discuss or clarify the problem. The transaction must be completed by Tuesday at 9:00 a.m., for example by a service employee on-site.

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