SAP-CIC Training

Samsung Electronics America Customer Care Center Insight, Execution & Synergy

SAP-CIC Training

Module ThreeTransaction Creation


Module Objectives

• Explain the five types of transactions available in SAP CIC.

• Recognize when to use each transaction type.

• Demonstrate how to create a new transaction.

• Identify the fields and tabs that make up General, Technical, and Claim Request transactions.

• Demonstrate how to properly document customer contacts, using the appropriate fields.


Transaction Types


The Five Transaction Types

• Call records in SAP-CIC are known as “transactions”, and each transaction has a unique ten-digit transaction number.

• There are six types of transactions, which can be identified by the first digit of the transaction number:– General Support transactions, which begin with ‘1’.

– Technical Support transactions, which begin with ‘2’.

– Claim Registration transactions, which begin with ‘3’.

– Service Order transactions, which begin with ‘4’.

– Service Request transaction, which begin with ‘5’

– E-mail transaction, which begin with ‘8’


When to Use General Support

• General Support transactions are used when callers need general (non-technical) information.

• Examples include:– Where to find owner’s manuals

– Where to purchase replacement parts

– Where to purchase products

– What the warranty term of a product is

– Contact information for other subsidiaries


When to Use Technical Support

• Technical Support transactions are used when the customer needs assistance regarding the operation or installation of a product, or other technical information about a product.

• Technical Support is the most commonly created transaction type, so it is the default type for each new contact.

• Examples include:– Basic operational assistance/How to

– Troubleshooting operational difficulties

– Connecting our products to other electronic devices

– Questions regarding product specifications


When to Use Claim Registration

• Claim Registration transactions are used when customers make requests that are not within normal policy, and require additional consideration through escalation to the Executive Customer Relations department.

• Claim deals with situations where a caller wants to voice a complaint on products, sales, or service. It is the transaction that describes the customer needs or requirements.

• An example situation:The customer had his TV repaired 2 times in the last 3 months, as per the repair history. The customer states that original problem was a loud noise, and that the noise is getting worse. The customer is refusing another repair. The tier one customer service representative would inform the customer that they will escalate the case to our ECR department, who can help determine the next course of action.


When to Use Service Request

• Service Request transactions are used when a product is not functioning normally, and requires repair, replacement or refund (as dictated by policy or appropriate approval).

• When creating a service file the Service Request is the first half of the process. Once the initial file is created the Service Request is closed and a Service Order is immediately created.

• Examples include:– When a product needs repair by an authorized facility, such as an

Authorized Service Center (ASC) or Field Engineer (FE)

– When a product needs to be shipped in for repair

– When a product can be exchanged under warranty

– When a refund for a product has been approved by ECR


When to Use Service Order

• Service Order transactions are created by the system once Samsung has agreed to do something for the customer. Service Order transactions are created either immediately following the creation and closing of a Service Request or after a Claim transaction if the customer is being compensated by refund or exchange.

• The Service Order allows agents to track and modify the status of a warranty claim.

• Examples include:– Repair a customers unit.

– Refund the customer.

– Exchange a product for the customer.


When to Use E-Mail

• E-mail Transactions are automatically created when a customer goes to Samsung.com and clicks on the contact us section. The interaction between the customer and the e-mail agent is documented in the E-mail transctions.


Creating a General Advice Transaction


Creating a Transaction

• The most common transaction types are General and Technical Support transactions, as such they are part of the main Account Identification screen.


The General Support Transaction Screen


Required Fields

• Some fields in SAP-CIC are required by policy.

• If you are having trouble saving a file, check the required fields.


• The Transaction field is where the transaction number will appear when the transaction is saved. Although it is labeled in blue, this field cannot be edited, because its contents are generated automatically.

The Transaction Field


Entering the Model Name

• The Model Name is the code that identifies the specific product that the customer is calling about.

• This information should always be obtained, in order to support the specific product’s features and functionality.


Entering the Model Name (continued)

• The asterisk can be used as a “wild card” to help enter valid model names. After entering a partial model name with an asterisk, there are two ways to activate the wild card search:– Click the Help button ( ) at the end of the model name field.

• Do not press Enter on the keyboard; this will generate an error.



• If the wild card search returns a high number of results, the window shown below may appear.

• If the search results do not automatically populate, click the search button.



• Some products are listed multiple times in SAP-CIC, with the "/XAA" or "XZA" extension, or with other extensions, such as "/XAC" or "/XAX".

• The "/XAA" or "XZA" extension indicates the product was manufactured for sale in the United States market.

• When there are otherwise identical model codes available, always choose the code that ends with the "/XAA" or "XZA" extension.– The "/XAA" or "XZA" extension is shown on the unit itself, so have the

customer read the model number from the back of the unit to ensure the correct model name is being obtained.


• On the list of matches, double-click the appropriate model name to copy it to the Model Name field.

• A description of the product will appear on the tab to the right of the transaction number.



• To view a list of products that the customer has already called about or registered, click the Consumer’s Product button ( ).

• Double-clicking on a line will automatically populate the model name, serial number, and date of purchase fields with the existing information.

Consumer’s Product Button


Unknown Products

• If the customer cannot provide the model number of the product they are calling about, enter "unknown*" into the Model Name field.

• Click on the ( ) icon to the right of the model number box.• From the Category ID selection enter a * then the product type.• Click Search.• Select the appropriate Unknown Model from the list.


Serial Number

• The Serial Number (SN) is a unique alphanumeric sequence that encodes the production date and manufacturing logic of each individual unit. – In many cases, the serial number is used as an alternate method of

determining the Date of Purchase (DOP). – Like the model name, this should be taken directly from the unit itself

whenever possible, to ensure accuracy and completeness.– While not always necessary for General or Technical transactions, the

serial number must be obtained for VOC or Service transactions.


Purchase Information

• When available, enter the relevant information into the Purchased Date and Place of Purchase fields.

• The Purchased Date field should be left blank unless the actual date of purchase can be verified (as dictated by policy).

• The Place of Purchase should only be updated when the Purchased Date is updated.

• When entering information, type the name of the company in the first field. It will validate and display the company information in the second field. If there is no information displayed in the second field manually enter the store information in the third field.


Warranty Term

• The Warranty Term fields indicate how long a product is covered by the Samsung manufacturer’s warranty.

• The warranty lengths and dates shown in this field are based on the information in the Model Name, Serial Number, and Purchased Date fields.

• "L/P/O" indicates that from left to right, the lengths and dates shown are for Labor, Parts and "Other" coverage.– "Other" is most often used for specific parts with longer warranty

lengths, such as sealed systems in refrigerators.


Inquiry Type

• Inquiry Type is a set of pull-down menus used to classify the basic reason for the customer contact.

• This set of fields is also known as “Symptom Codes” and “Claim Type” depending on the transaction type.

• The first pull-down provides a list of general categories, while the content of the second pull-down is based on the selection made in the first.


Available Inquiry Type Codes

• Logistics– Delivery, Installation

– Shipping Label

• Marketing / Sales– Advertisements,

Promotions

– Purchasing Products

– Rebate

• Others– Abandon Call– Call from other subsidiary CCC– Company / Staff Information– Joke / Miscall– Recommendation

• Service– Owner Manual Information– Purchasing Parts– Repair Fees– Repair Status– Service Center Information– Warranty information


Status

• The Status field indicates whether or not further follow-up or other action is needed in regards to the current transaction.– Pending status indicates that further action is needed to complete the

transaction.

– Closed status indicates that further action is not needed, and this transaction has been completed.

– Transfer indicates that this call has had to be transferred to another group or department.


Status Description

• The Status Description field indicates what was done to put the file in the particular Status state.– Pending call needs to be transferred, to another department, more work

needs to be done for the file.

– Closed the call was resolved or a different type of transaction was created.

– Transfer – is only selected by the system when the call is transferred via the soft phone.


Remaining Fields

• The IMEI/ESN, Reference Service, Contract No, Carrier, and Call Back fields are not used for a General Support transaction.

• The Employee Responsible field indicates which representative or group is responsible for further action on a pending transaction. – The default value of the field is the specific Employee Responsible

number of the current user.

– To assign the transaction to another employee or group (as guided by policy), change this field to that party’s number.


Customer Comment

• The Customer Comment is a free text fields, used to document specific details about customer contacts.– The Smart Form fields located here are used only for Service Request

transactions, to add text to a system-generated fax.

• A new incoming call should always result in the creation of a new transaction, or an entry into the Customer Comment of a pending transaction.


Customer Comment (cont)

• The Customer Comment should provide as much information as possible to describe the issue the customer is experiencing, in specific detail. – Examples of information that should be documented in include error

messages, operating system, and any actions performed in troubleshooting the issue, as well as the results of those attempts.

• It is critical that sufficient information be included, so that the next person to work on the issue has the necessary information to research the issue without having to ask the customer repetitive questions.

• For End User callbacks, include an explanation of the callback and any information as to why the issue has not been resolved.

• The Customer Comment should provide a detailed description of the solution.


Saving the Transaction

• To save the transaction, click in bottom left corner of the Transaction Information, directly above the Customer Comment field.


Successful Saving

• If the transaction is saved successfully, the transaction number will appear in the transaction field, and in the top status area.


Customer Contact History

• When a transaction is successfully saved, any text in the Customer Contact is automatically transferred to the (History) field.

• The (History) fields are read-only, so any entered text cannot be edited after saving, even by the original creator.


Opening Existing Transaction to Edit

• After being saved, the transaction converts to read-only mode.• To open the transaction for further editing, click in the row of

buttons along between the transaction information and the Customer’s Comment field.


Exercises

• Create a General Support Transaction for each of the following scenarios. Make sure to fill out all necessary fields, choose appropriate Inquiry Type codes, and save the transaction with Closed status.

– Customer wants to know where to purchase a TX-S3082W.

– Customer wants to know where to download a manual for that TV.

– Customer wants the phone number to the parts department, to purchase a replacement remote control out of warranty.


Creating a Technical Advice Transaction


The Technical Support Transaction Screen

Troubleshooting Guide

Symptom Codes and Resolution Type

Signal


Signal

• To assist in documenting relevant information there is a Signal button in SAP-GCIC. Which documents what devices have been connected to a television.

• When the Signal button is pressed a popup appears displaying requesting three pieces of information.– Type – What device is connected DVD, Cable, or Satellite.

– Company – Who is the provider of the device. • Sony, Samsung, Motorola, Scientific Atlanta

– Model – What is the model number of that device.


Accessing the Troubleshooting Guide

• The icon to the right of the product description opens the Troubleshooting Guide in a new window.

• The Troubleshooting Guide offers both policy and technical information for the entered model number.

• To speed up download time select your location from the dropdown on the top of the Troubleshooting Guide.


Symptom Codes

• In place of Inquiry Type, Technical and Service transactions have Symptom codes. Like Inquiry Type, Symptom codes are used to classify the basic reason for the customer contact.

• Because the available Symptom codes are based on the product in question, they cannot be selected unless a model name has been entered.

• All products have the same four first-level Symptom codes: Installation, Quality/Trouble, Specifications, and Usage.

• The choice made at each level determines the available codes at the next level.


Available Symptom Codes - Installation

• TV– Antenna/Cable Connection Method– Audio/Home Theater Connection– Camcorder/Game Machine Connection– Combo Connection– DVD Connection– Digital Connection– Other Device Connection– PC Connection– VCR Connection

• DVD/HTS/Blu-ray– Connection with VCR Set Top Box– Connection with other Electronic equipment– TV– Antenna Connection– Cam (DVC, 8mm) Connection– Home Theater / AMP and other external

devices– Initial Connections– Others– TV/VCR/CAM/DVD Connections

• Home Appliances– Installation– How to Install

• Camcorder/Camera– Initial Settings– Connections– Others– PC Connections– TV/VCR/CAM/DVD Connections

• Monitors– Cable– Drivers– Others– Software Stand

• MP3– Connection with PC– Others– Program– Upgrade

• UMPC/Laptop– 3rd Party Software– Networking– Norton Antivirus– Samsung Software– Windows XP Tablet


Available Symptom Codes – Quality/Trouble

• TV– Audio– Cable Card– Channel– External Appearance– Firmware– Internet/Karaoke/Other Defect– Noise/Smell– Power– Remote Control– Video– Video & Image– Language/Caption Function/Picture in Picture

• DVD/HTS/Blu-ray– Audio Playing– External Damage– Missing Improper Accessories– No Disk– Others– Power– Remote Controller– Set Functions – Video Playing

• Camcorder/Camera– Accessories Missing/Improper– Camera Filming– Camera Playing– Damaged– Major Functions– Power Battery– Remote Control– Retrieving Still Picture– Taking Still Picture

• Monitors– Appearance– Image– Others– Power– Software– TV External Input

• MP3– Deformed/Discolored/Scratch/Dent/Damaged– Inferior Appearance/Accessories– LCD– Operation– Power– Radio Reception– Power– Sound/Noise


Available Symptom Codes – Quality/Trouble

• UMPC/Laptop– AV Station Now– External Device– Hardware– Power– Stylus– Windows/XP Tablet

• Refrigerator– Damage– Damaged Internal Part– Door– Ice and Water– Noise – Others – Temperature Complaint

• Microwave Oven– Display Illumination– Error Display– External Appearance– Fire– Noise– Operation– Smell/Smoke/Wind/Moist

• Air Conditioning– Cooling Heating– Display LED– Firmware– Missing Exterior Components/Parts– Noise Vibration– Operation– Others– Power– Remote Control– Smell/Smoke/Unclean Conditions– Water Gas Leakage

• Washer/Dryer– Error Message– Leakage– Noise– Not working– Others– Recall– Appearance– Operation

• Dishwasher– Operation


Available Symptom Codes – Specifications

• TV– Audio Output– Color– External Dimensions– Others– Power Consumption– Set Top Box– Terminology Inquiry

• DVD/HTS/Blu-ray– DVD Specification– General Specification– Input– Others– Output– Recording Specifications

• Camcorder/Camera– Connection Terminal– General– LCD/Monitor External checkup windows– Others– System

• Monitors– Compatibility– Others– Resolution/Frequency

• MP3– Battery– Component– Memory– Others Playable File Format

• UMPC/Laptop– Hardware– Software

• Refrigerator– Specifications

• Microwave Oven– Power

• Air Conditioning– Capacity – Model name and features– Others– Pipe Diameter/Length– Power Consumption– Running Voltage– Unit Size

• Washer/Dryer– Product


Available Symptom Codes – Usage

• TV– Digital– General Broadcasting– Others

• DVD/HTS/Blu-ray/Camcorder/Camera– Cleaning– Connection– Function– Others– Playing– Product– Recording– Remote con– Terms

• Monitors– Display– Image Adjustment– Others– Software– TV Instillation

• MP3– Basic Function– Additional Function– Components

• UMPC/Laptop– AV Station Now– Battery– Display Interface– Networking – OSD– Windows XP Tablet

• Refrigerator– Usage

• Microwave Oven– Function – How to Cool

• Air Conditioning/Washer/Dryer– Function – How to Clean– How to Use– Others


Resolution Code

• In Technical transactions the last dropdown of the Symptom Codes is the Resolution codes. Like Symptom codes, the Resolution code is are used to classify the basic resolution to the customer contact.

• Because the available Resolution codes are based on the Symptom Codes, it cannot be selected unless all of the Symptom Codes are entered.



• To save the transaction, click in bottom left corner of the Transaction Information, directly above the Customer Comment field.


Successful Saving

• If the transaction is saved successfully, the transaction number will appear in the transaction field, and in the top status area.


Exercises

• Create a Technical Support transaction for each of the following scenarios. Be sure to choose appropriate Symptom codes, and create a sufficient Inquiry and Resolution. Close the transaction.

– Customer states their DVD-V5500 will not power on.

– Customer needs help transferring Ogg files to their YP-55V.

– Customer needs help with automatic channel selection feature on their LNS2738DX.


Creating a Claim Registration Transaction


The Claim Registration Transaction Screen


Customer Information

• The first section of the Customers Claim transaction is the Customer Information section.

• This section includes:– The Business Partners contact information including:

• Name• Address• Phone• E-mail

– For non B2B customers, the End Customer and Contact Person fields will be left blank.


Product Information

• The second section of the Customers Claim transaction is the Product Information section.

• This section includes:– The Model Number

– Serial Number

– Purchase date

– Date of Manufacturer

– Place of Purchase

– Warranty Status


Product Information

• The third section of the Customers Claim transaction is the Claim Information section.

• This section includes:– Reference Service Transactions

– Previous ASC

– Customer Requirement

– Claim Type

– Agreed Solution

– Completed Solution

– Agreed TAT

– Completed TAT


Reference Service and Previous ASC

• Reference Service is an automatic field that populates if this Claim request was created directly as a result of another transaction.

• Previous ASC displays the last authorized service center to attempt to repair a customers unit.– If service has yet to be scheduled these fields will be left blank.


Customer Requirement & Claim Type

• Customer Requirement is a drop-down used to code what outcome the customer is requesting, such as a charge-free repair, exchange, or apology.

• Claim Type is analogous to Inquiry Type or Symptom from other transaction types, and is used to code the actual situation causing the escalation request.– Claim Type codes are not product-specific.

– If no code fits and the agent must select Other, type in a unique symptom code.


Available Claim Type Codes

• Logistics– DOA– Delivery Installation – Impolite Unhelpful Consulting– Other Product Delivery– Others

• Marketing / Sales– Advertisement– Compensation– Credit Card Loan– Delivery/Installation– Distribution Channel / Discount

Store/Mall– Impolite Unhelpful Consulting– Others – Price– Promotion Gifts– Return Goods – Sales

• Product Quality– Consumption Goods– DOA– Design– External Appearance– Frequent Failure– Missing/Improper Parts– Operation Function– Others– Users Manual

• Service– Recall– Impolite/Unhelpful Consulting– Parts– Product Lost– Promises Broken– Repair Costs– Repair Results– Repeated Failure– Service Delay– Service Goods


Claim Status

• The status of a Claim transaction indicates which stage of the lifespan of the transaction the file is in.

• Each Status enables select fields to be modified.

• Pending (Under Negotiation) – is the default and the only selection allowed by a tier 1 and tier 2 agent.

• Customer Agreement - is to be used by the agent who is negotiating with the customer, and activates the Agreed Solution Fields.

• Completed - is the final step in the VOC Claim process, activates the Completed Solution field and allows agents to put in a dollar amount for a refund or compensation.


Agreed Solution & Completed Solution

• Agreed Solution is the display of what the customer has accepted to resolve their issue.

• Agreed TAT is the timetable the agent informs the customer that their request will be handled in.

• Completed Solution displays the final outcome of the request– If the file is left pending and has not been escalated the agreed and

completed solutions should be left blank.

• Completed TAT is the projected TAT to resolve the customers issue.


Documenting a Claim Request

• To document a transaction in the Claim Request field:

– Click on the Edit List button.

– Click on Insert.

– Select the appropriate Category, Caller and Channel field.

– Select the appropriate Interaction Code.

– The Detail Script field should be documented just as the Customers Contact field would be.

– To save the documentation click on the OK button.

– To finish the documentation press Confirm.


Documenting a Claim Request (cont)

• To view all documentation related to the Claim Request:

– Click on the Detail View button.

– The documentation will be displayed in one text box.


Employee Responsible

• Every ECR call should be placed in the Employee Responsible 5084001397 (SEA ECR).– During ECR’s business hours transfer the customer to the ECR line

after saving the transaction.

– If the call occurs after the normal operational hours of ECR, inform the customer that they will be contacted by the ECR representative.



• To save the transaction, click in top left corner of the screen.


Successful Saving

• If the transaction is saved successfully, the transaction number will appear in the Claim No. field, and in the top status area.


Exercises

• Create a Claim Request transaction for each of the following scenarios. Make sure to fill in all appropriate fields and save the transaction.

– A customer with an HL-S5087 television is calling to ask for a refund. The TV has already been exchanged once, and now has a distorted picture on all sources and channels. The customer is refusing to have another repair or exchange.

– A customer call regarding her SC-X105L camcorder. The camcorder is unable to power on, and the customer has tried multiple batteries, as well as AC power. The unit is five months out of warranty, and the customer feels she should not have to pay for repairs.


Any Questions?

End of Module Three

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