Dedham, MA, December 14, 2011 --(PR.com
)-- SAPexperts announces a new article, “Use Multilevel Categorization to Determine the Service and Response Profiles of Service Requests” available in their CRM Expert knowledgebase.
With an understanding of how to effectively use multilevel categorization, you can determine response times based on categories of issues instead of focusing on abstract priority values. You can determine the SLA profile based on a category or subcategory of the service request and you can establish response times based on the reason for the customer inquiry.
Learn how to extend Service Level Agreement (SLA) determination by multilevel categorization through customization. Bob Croce, product director of SAPexperts comments, “This article provides an invaluable lesson on gaining better coverage and control over transactions such as serve requests through the use of multilevel categorization.”
The article is written by Dr. Rüdiger Göbel, Senior Consultant, ecenta AG.
The article abstract is located at: http://www.crmexpertonline.com/article.cfm?id=6160
About the Author:
Rüdiger Göbel is a senior consultant for SAP CRM with ecenta AG. His specialties are Service, Interaction Center WebClient, WebUI, Sales, and Marketing.
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