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CRM_SRCL_SERV_PROF - Define Processing Time Service Profile

CRM_SRCL_SERV_PROF - Define Processing Time Service Profile

ABAP Short Reference   Vendor Master (General Section)  
This documentation is copyright by SAP AG.
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In this activity, you define the service profiles that you want to evaluate by the processing times.

Note
This Customizing activity is done typically in the production system. Use SAP GUI transaction CRMD_SERV_PROFILE to make these settings in the production system.

You define the availability times that you offer to your customers and that reflect the working times in your service organizations. In master data maintenance, you can assign these service profiles to the SLA Sources such as service contracts, reference objects, business partners (sold-to party), or organizational units.

Example
  • For your service organization in Germany, you define a standard service profile with the following availability times: Monday to Friday from 8:00 a.m. until 5:00 p.m. Central European Time (CET).

  • You assign the service profile Weekend to the service product Weekend Hotline, in which you define Saturday 8:00 a.m. CET to Sunday 7:00 p.m. CET availability time.

Note
In activity Define Response Time Determination Procedure, you can define the sequence in which the system should check the SLA sources to determine the service profile to be used for a specific processing time in a service request.
You can define defaults that are to be used if the system cannot determine any service profile. You can assign the defaults to the processing time in addition.

  1. Define the service profile.
  2. Click on field Availability and enter your availability time rule(s).
  3. Specify the exceptions. In the context of the processing times it defines how the system should calculate the dates when a related action is processed.
Example
A customer creates an incident on a Sunday. In the availability times Customizing, you have specified the exception on non-working days move to the next working day. The system sets the planned start date and time to the beginning of the next working day, for example 9:00 on Monday morning.
  1. Assign the calendar that applies to your service profile.
  2. If required, define default service profiles.





General Data in Customer Master   General Data in Customer Master  
This documentation is copyright by SAP AG.

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