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Storyboard Description

Service Management Scenario

Storyboard Text

  • Customer experiences equipment malfunction and productivity is down.
  • Oops... what's happened here?
  • I wonder how long this will take to fix. Hope it's not too long...
  • Customer uses an intuitive tool to report the service incident and requests service.
  • Service Interaction Center agents picks up the Service Ticket and automatically creates a work orders and schedules it in MRS.
  • Field Service Engineer receives a notification via SAP Work Manager.
  • There goes my coffee break...
  • AHA! Found the problem... that shouldn't be too hard to fix.
  • Field Service Engineer performs the service tasks and updates the Work Order onsite.
  • Customer is delighted to have his issue resolved so quickly and efficiently.
  • That was quick!
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