What is consultation call in SAP CS - Customer Service?

SAP Term: consultation call

• Component: CS

• Component Name: Customer Service

• Description: Call in which an agent puts a party on hold and then calls another agent or party.

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• Key Concepts: 
  A consultation call in SAP Customer Service (CS) is a type of customer service call that is used to provide customers with advice and guidance on how to use SAP software. It is typically used when customers have questions or need help with a specific issue. The goal of a consultation call is to provide customers with the information they need to resolve their issue quickly and efficiently.
  
  How to use it: 
  A consultation call can be initiated by either the customer or the SAP representative. The customer can contact the SAP representative directly or submit a request for assistance through the SAP Support Portal. Once the request has been received, the SAP representative will contact the customer to discuss their issue and provide advice and guidance on how to resolve it. 
  
  Tips & Tricks: 
  When initiating a consultation call, it is important to be prepared with all relevant information about the issue. This includes any error messages, screenshots, or other details that may help the SAP representative understand the issue better. Additionally, it is important to be patient and open-minded during the call as this will help ensure that the customer receives the best possible advice and guidance from the SAP representative. 
  
  Related Information: 
  For more information about consultation calls in SAP Customer Service, please refer to the official SAP documentation at https://help.sap.com/viewer/product/CS/en-US.