SAP Customer Service

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S/4 HANA Classic

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Solution Database

1. Explore an existing Symptom (IS01).
2. Action Box activation for Serv.Notif “S1” (IMG).
3. Simulate 1 Solution Database (IW51).
4. Simulate 2 Solution Database (IW51).
5. Add Objects to the Solution DB Symptom (IS01).
6. Simulate 3 Solution Database (IW51).

The Solution Database is a repository of information which is stored as problems and solutions, and is indexed for immediate retrieval. The Solution DB also provides multiple language support for different User that logs in with different Login Language.

The Solution Database offers a basic interface for front desk, knowledge administrators, agents, field engineers, and other users to search for problems and solutions.

Solution DB is design for PM/CS (especially CS) use and available in both ECC and S/4.

Each record is stored as a

Symptom Number

recently edited symptoms

Double-click one of the recently edited symptom “5”

Key that identifies the symptom type belonging to the specific application component. This can be customized in the IMG.

Code Symptom is used for general classification of the symptom.

Text here is one of the Symptom search criteria

Category for the Symptom record

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Code code and Codes from this Catalog Profile for Symptom definition

OQN6

3 Catalog Types are valid as Symptoms:

Catalog “5” Causes

Catalog “B” Object Part

Catalog “E” Defect Location

Code Group & Codes from Catalog type “5” Causes

Catalog type “B” Object Part

Catalog type “E” Defect Location

Right click “Problem Analysis” to select

Code Group & Codes from

Catalog type “5” Causes

Catalog type “B” Object Part

Catalog type “E” Defect Location

OQN6

OQN6

OIMK

OIMK

Add “Automatic Controller” as a Symptom

Added “Automatic Controller” as a Symptom

Task and Attachments

as Possible Solutions

Catalog type “2” Code Groups and Codes should be available for Selection

Select a Task code as a possible solution

a new Task code added from the Catalog type “2”

Link to an internet page or internal network file for Solution recommendation

SAVE

• Explore an existing Symptom (IS01).
• Action Box activation for Serv.Notif “S1” (IMG).
• Simulate 1 Solution Database (IW51).
• Simulate 2 Solution Database (IW51).
• Add Objects to the Solution DB Symptom (IS01).
• Simulate 3 Solution Database (IW51).

Multiple Activities (Functions) can be assigned to the Service Notification Type which can call up a function via an assigned internally programmed function module that is processed when the function is called up. A dialog with the user can also be programmed here. If you link a business operation with the function, then the function is only executed if the status of the notification belonging to the operation allows this.

Double-click “Activities” to check the Activities (Functions) assigned to the Service Notification Type “S1”

There are 4 Function Modules assigned to the Notif.Type “S1”

but check the details for

FK “0001”

Add this Code Group and Code as Activity in the Serv.Notification

Add this Code Group and Code as Activity in the Serv.Notification

Function Module to CALL the Solution DB

ICON to show in the Action Box for the Activity

• Explore an existing Symptom (IS01).
• Action Box activation for Serv.Notif “S1” (IMG).
• Simulate 1 Solution Database (IW51).
• Simulate 2 Solution Database (IW51).
• Add Objects to the Solution DB Symptom (IS01).
• Simulate 3 Solution Database (IW51).

Simulation Solution DB via the

Action Box of Notif.Type “S1”

Enter Equipment

The Short Text is one of the Symptom search criteria

2 criterias for the as Symptom to the Solution DB search

click to Call the Solution Database

Search Method

2 criterias for the as Symptom to the Solution DB search

Goto the Found Symptom-Solution

What meets the criteria is just the Short Text

No Business Objects assigned

Based on the 2 symptoms above,

LOOK for Solutions in the Solution DB

Task code group + codes from the Symptom-Solution

see step 2

Activity code group + codes from the Symptom-Solution

see step 2

• Explore an existing Symptom (IS01).
• Action Box activation for Serv.Notif “S1” (IMG).
• Simulate 1 Solution Database (IW51).
• Simulate 2 Solution Database (IW51).
• Add Objects to the Solution DB Symptom (IS01).
• Simulate 3 Solution Database (IW51).

Enter Equipment

The Short Text is one of the Symptom search criteria

2 criterias for the as Symptom to the Solution DB search

click to Call the Solution Database

2 criterias for the as Symptom to the Solution DB search

Based on the 2 symptoms above,

LOOK for Solutions in the Solution DB

NO Hits found

4 criterias for the as Symptom to the Solution DB search

check

Solution DB

use the 3 criterias as symptoms

to look for Solutions in the Solution DB

4 criterias for the as Symptom to the Solution DB search

4 criterias for the as Symptom to the Solution DB search

check the Solution found based on the 4 Symptoms that met the criteria

only 2 Symptoms met the criteria

Accept the Solution found

Activity code group + codes from the Symptom-Solution

see step 2

Task code group + codes from the Symptom-Solution

see step 2

• Explore an existing Symptom (IS01).
• Action Box activation for Serv.Notif “S1” (IMG).
• Simulate 1 Solution Database (IW51).
• Simulate 2 Solution Database (IW51).
• Add Objects to the Solution DB Symptom (IS01).
• Simulate 3 Solution Database (IW51).

Double-click one of the recently edited symptom “5”

Right click to select “Add Business Objects”

Select Equipment as Business Object

Add an Equipment

10005691 EQ is added in the Structure

10005691 EQ is added in the Object tab

10005691 EQ is added in the Structure

Add another Equipment

2 Equipment is valid as Symptom to this Solution

• Explore an existing Symptom (IS01).
• Action Box activation for Serv.Notif “S1” (IMG).
• Simulate 1 Solution Database (IW51).
• Simulate 2 Solution Database (IW51).
• Add Objects to the Solution DB Symptom (IS01).
• Simulate 3 Solution Database (IW51).

2 criterias for the as Symptom to the Solution DB search

check

Solution DB

2 criterias for the as Symptom to the Solution DB search

Only 2 criterias to look for Symptom-Solution

The Equipment met the criteria and Symptom-Solution found

Solution found