This process defines the basic data for call center. The main topics covered in this process are defining the basic data for a case, organization, and case task. The data entered in this process is used when entering information on specific cases in call center.
In addition there are several system definition parameters used to configure the system behavior of the call center solution. System definition parameters are configured in System LU Values/Object Property tab on object LU CcConfiguration and/or object LU CcSupkeyConfiguration.
The usage of the system definition parameters are described in detail in the Call Center/Define Call Center Basics/Basic Data/Support Organization-BDR e-learning lesson.
This process consists of defining attributes relating to an organization, such as support organizations within the organization, queues to which the cases will be dispatched, work groups, assignees, case access groups and business objects. This makes it possible for you to create well defined support organizations. Each support organization can consist of several support queues. Each assignee can belong to one or more support organizations and support queues, be connected to one or more work folders and act as back up for one or more assignees. Customer information can be viewed using business objects. (For example, you can view all the customer orders for a customer of a particular case). You can also connect business objects to a case or create a handover reference to a business object through a case task.
This is the basic data for case attributes such as severity, priority, category, case type, case completion, case focus, and case issue. The attributes defined here can be viewed in the Case window when entering details about a case. Use the case severity to define what cases are to be handled first by the call center. You can use the priority to prioritize cases with the same severity. The category is used to define the category to which the case belongs. For example, you can have the categories Critical, Error, and Training. The case type is used to display only cases of certain types to the users. The completion category denotes the cause of the reported problem after a case is completed or closed. The case focus specifies the action carried out on a particular case at a given time. Defining case issues makes it easier to create cases because they provide default values for case details, and makes it possible for you to create cases by only entering a title and description.
Using this process, you can define basic data needed to create case tasks for cases. The basic data defined for case tasks are: task types, task activity, task template, and task completion. The task type defined here is used to determine what kind of case task it is. The task activity describes a certain activity that has to be done when performing the case task. You can use a task template to group a set of task activities. The task completion code is used to specify the reason that a particular case task had to be performed, when it is completed or closed.