What is the background information behind SAP’s addition of the Service Request transaction to the breadth of Service Transactions offered by SAP CRM?
Many customers are wondering where the Service Request came from and what it is when compared to the Service Ticket, the original service desk transaction. From a very high level we can attribute this change in direction as part of SAP CRM’s business transaction alignment progress. During the last few SAP releases, there has been a gradual movement towards more robust transactions within the IC and better integration with CRM transactions. In CRM 2006s, there were additional IC specific transactions available for Sales, and Marketing, as well as better integration of the CRM WebClient transactions into the Interaction Center. In CRM 2007, new functionality around the enablement of pop-ups for partner, organizational and contract determination was added for transactions in the IC. Some of the remaining challenges SAP CRM faced was that the Service Ticket functionality was available only in the IC, and that IC transactions behaved differently than non-IC CRM transactions including differ
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