How to use CRMD_SERV_SLA - Availability and Response Times

SAP Transaction Code - Details

• Transaction Code: CRMD_SERV_SLA

  Description: Availability and Response Times

  Release: S/4HANA only

  Menu Path:

  • Service > Service Processes > Maintain Availability and Response Times

• • Program:

    Screen: 0

    Authorization Object:

  • Development Package: CRM_SERVICE_ENTITLEMNT

    Package Description: Service Agreements (SLA)

    Parent Package: CRM_APPLICATION

  • Module/Component: CRM-BTX-CTR-SCO

    Description: Service Contract

Smart SAP Assistant

• SAP Tcode: CRMD_SERV_SLA - Availability and Response Times

  
  Overview:
  The SAP transaction code CRMD_SERV_SLA is used to manage availability and response times for customer service requests. It allows users to define service level agreements (SLAs) for customer service requests, and to monitor the performance of those SLAs. 
  
  Functionality:
  CRMD_SERV_SLA enables users to define SLAs for customer service requests, such as response times and resolution times. It also allows users to monitor the performance of those SLAs, by tracking the time taken to respond to and resolve customer service requests. 
  
  Step-by-step How to Use:
  1. Access the CRMD_SERV_SLA transaction code in SAP. 
  2. Select the ‘Define SLA’ option from the menu. 
  3. Enter the details of the SLA, such as response time and resolution time. 
  4. Save the SLA. 
  5. Select the ‘Monitor SLA’ option from the menu. 
  6. Enter the details of the customer service request, such as date and time of request, and response time and resolution time. 
  7. Monitor the performance of the SLA by tracking the time taken to respond to and resolve customer service requests. 
  
  Other Recommendations:
  It is recommended that users regularly review their SLAs in order to ensure that they are meeting customer expectations. Additionally, users should ensure that they are monitoring their SLAs on a regular basis in order to identify any areas where performance is not meeting expectations.