This course describes how to define the basic data needed to perform the call center application. This includes creating a support organization and defining data for the support organization and basic data needed for creating a case, task and support agreement.
The estimated time to complete this course is 3 hours.
This course was designed primarily for employees working with the call center application.
This chapter covers the setting up of basic data for call center. Basic data for the support organization consists of defining a support organization, queue, work group, assignee, case access group and business object. To create cases, severity, priority, category, case type, case completion, case focus and case issue should be defined. Task type, task activities, task template and task completion should be defined before creating tasks. Support types and support levels are the basic data required for creating support agreements.
Before taking the lessons in this chapter, you should have completed a basic navigation course in IFS Applications.
The estimated time to complete this chapter is 3 hours.
This chapter was designed primarily for call center administrators.