| # Function: Call handling In this function, you can create a detailed diagnosis of the customer's problem, based on historical information, to find the root cause and the appropriate solution. If you cannot solve a call, you can transfer the call to other functions, such as field service, depot repair, or suppliers. Process: Handle call (code: MCO01a) The objective of this process is to make a detailed diagnosis of the customer's problem, based on historical information, to find the root cause and the appropriate solution. Additionally, follow-up action as a result of a customer's call is registered and handled. The process can, for example, include assignment to another service employee, service center, or shift/time-zone. If an emergency breakdown call occurs, the order can also be directly planned with the call screen. Assumptions: No assumptions apply in this case. IT support: ERP Enterprise Service Call Management |