What is symptom in SAP CS - Customer Service?

SAP Term: symptom

• Component: CS

• Component Name: Customer Service

• Description: A change in a product or system that indicates a malfunction of some type. A symptom can be described by freeform text and catalog code attributes. A symptom can refer to any business object, such as a sales order or repair order. Symptoms, along with solutions, are stored and linked in the Solution Database. The Solution Database can be searched from problem notifications as well as from the Customer Interaction Center Front Office by entering freeform text or attributes to find one or more appropriate symptoms, from which one or more solutions can be accessed.

Smart SAP Assistant

• Key Concepts: 
  A symptom in SAP Customer Service (CS) is a description of a problem or issue that a customer has reported. It is used to help identify the root cause of the problem and provide a solution. Symptoms can be categorized into different types, such as hardware, software, or user-related. 
  
  How to use it: 
  When a customer reports an issue, the customer service representative should first ask for a description of the problem. This description should include any relevant details such as what the customer was doing when the issue occurred, what type of device they were using, and any other information that might be helpful in identifying the root cause. Once the customer has provided this information, the representative can then use it to search for symptoms in SAP CS that match the description. 
  
  Tips & Tricks: 
  When searching for symptoms in SAP CS, it is important to be as specific as possible. This will help narrow down the search results and make it easier to find the right symptom. Additionally, it is important to remember that symptoms can be categorized into different types, so it is important to consider all possible categories when searching for a symptom. 
  
  Related Information: 
  For more information on symptoms in SAP CS, please refer to the SAP Help Portal or contact your local SAP support team.