What is response profile in SAP CS - Customer Service?

SAP Term: response profile

• Component: CS

• Component Name: Customer Service

• Description: Means of determining the following: Time interval within which a predefined task must be performed Relevant code defined for this task The time interval is calculated with reference to the service profile to which the response profile is assigned. &EXAMPLE& You create a notification at 10.00. In the response profile, a time interval of 2 hours for the code "Call back customer" and a time interval of 4 hours for the code "Check whether technician is at customer site" are defined. The service window is from 8.00 to 12.00, and from 14.00 to 18.00. Therefore, you must call the customer back by 12.00 to discuss or explain the problem. If required, the technician must be at the customer site by 16.00. &EXAMPLE& A customer issues a complaint regarding a delivered product. According to your warranty terms with the customer, you must send a replacement delivery within 3 days. For the code "Replacement delivery", you therefore define a time interval of 3 days in which to perform the task.

Smart SAP Assistant

• Key Concepts: 
  Response profiles are used in the Customer Service (CS) component of SAP to define the response behavior of customer service agents. They are used to determine how customer service agents should respond to customer inquiries, such as how quickly they should respond, what type of response they should provide, and how they should prioritize different types of inquiries. 
  
  How to use it: 
  Response profiles can be created and managed in the CS component of SAP. They can be used to define the response behavior of customer service agents for different types of inquiries. For example, a response profile can be created to define how quickly customer service agents should respond to inquiries, what type of response they should provide, and how they should prioritize different types of inquiries. 
  
  Tips & Tricks: 
  When creating a response profile, it is important to consider the needs of the customer and the goals of the organization. It is also important to consider the resources available to customer service agents, such as time and personnel. Additionally, it is important to ensure that the response profile is regularly updated to reflect changes in customer needs and organizational goals. 
  
  Related Information: 
  For more information on response profiles in SAP CS, please refer to the SAP Help Portal or contact your local SAP representative.