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Interaction Center Service Request Management (41W)
This scope item supports the following processes:
Interaction Center Service Request Management
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41W - Interaction Center Service Request Management
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Customer
Customer calls service desk
Customer receives
confirmation e-mail
Customer receives
solution and replies via e-
mail
Start Event
Start Event
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Customer Service Representative
Create Service Request
Search for Solution
Dispatch Service Request and
End Call
Optional: Reply to E-
Mail from Customer
Identify Account and
Equipment
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Customer Service Representative – Interaction Center Agent
Process Service Request from
Inbox
Provide Solution via E-Mail
Complete Service Request
End Event