<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/tg/ebm/ff/ff001120" xml:lang="en">
   <Header>
      <Title>Function: Call handling</Title>
      <Keyword type="header" order="d1e2264616">
         <Level1>Call handling</Level1>
      </Keyword>
   </Header>
   <GeneralSection>
      <Paragraph>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.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>Process: Handle call (code: MCO01a)</SectionTitle>
      <Paragraph>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.</Paragraph>
      <Paragraph>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.</Paragraph>
      <List>
         <ListIntro>
            <GUIRef href="" role="manual">Assumptions:</GUIRef>
         </ListIntro>
         <ListItem>No assumptions apply in this case.</ListItem>
      </List>
      <List>
         <ListIntro>
            <GUIRef href="" role="manual">IT support:</GUIRef>
         </ListIntro>
         <ListItem>ERP Enterprise Service Call Management</ListItem>
      </List>
   </GeneralSection>
</ManualTopic>