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  1. SAP Glossary
  2. CRM Service Request Processing
  3. escalation management


What is escalation management in SAP AP-SRP - CRM Service Request Processing?


SAP Term: escalation management

  • Component: AP-SRP

  • Component Name: CRM Service Request Processing

  • Description: The monitoring of service requests to ensure that service level objectives are adhered to, and that the responsible processors and/or supervisors are alerted if this is not the case.


Smart SAP Assistant

  • Key Concepts: 
    Escalation management is a component of SAP's CRM Service Request Processing (AP-SRP) module. It is used to ensure that customer service requests are handled in a timely and efficient manner. It allows for the automatic escalation of service requests to higher levels of management if they are not addressed within a certain timeframe. 
    
    How to use it: 
    Escalation management can be used to set up rules and thresholds for when service requests should be escalated. These rules can be based on the type of request, the urgency of the request, or any other criteria that is relevant to the organization. Once these rules are set up, the system will automatically escalate any requests that meet the criteria. 
    
    Tips & Tricks: 
    When setting up escalation rules, it is important to consider the impact that they may have on customer service. For example, if the rules are too strict, customers may become frustrated with the long wait times for their requests to be addressed. On the other hand, if the rules are too lenient, customer service requests may not be addressed in a timely manner. 
    
    Related Information: 
    Escalation management is just one component of SAP's CRM Service Request Processing module. Other components include request tracking, customer service analytics, and customer service automation. All of these components work together to provide an efficient and effective way to manage customer service requests.
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