Hello,
I have a question concerning the use of Service Resource Planning (SRP) in CRM7.0.
As per our client requirements, we need to use the transaction type Service Request (SRVR) in the interaction center.
However, we want to use SRP functionnalities to allocate service request depending on availability, skills, business hours...
I have read on SAP help that SRP can be implemented with Service Order Item (or cProject).
Thus, the prerequisites are the following:
Prerequisites
- In terms of service transaction items, you must ensure the following:
- The item object type must be Service Transaction Item (BUS2000140).
- The transaction item must be flagged as relevant for resource planning. You can set this flag as a default value, in Customizing for the transaction item category.
- The transaction item must be released.
As far as I know, Service order is another transaction type SRVO (different from the Service Request).
Does it mean that SRP cannot be integrated with our transaction type?
However, I have seen that in the customizing of Item Categories the Service Process Transaction Category will allow to check the box "relevant for resource planning". Would that be sufficient for SRP to work with Service Request?
Thank you for your reply,
Regards
Anaïs