Manages service requests and dispatches engineers to resolve issuesI work from home for a heater manufacturing company. They wanted to move away from their current SAP CRM system to Salesforce. There is a fulfillment process, which involves taking an order, delivering it, and providing service. Salesforce is used to manage the order-taking process. Once an order is taken, the backend system, SAP ERP, handles product manufacturing, delivery, and installation. After installation, the Service Cloud in Salesforce takes over for ongoing service management. Once your order is confirmed, integration with the SAP ERP backend will be seamless. The system takes the sales order from Salesforce and starts processing it for procurement, starting with creating a production order, manufacturing, and then delivery. Once the product is delivered, this information is passed back to Salesforce Service Cloud. In the Service Cloud, a service engineer receives a notification indicating that a product needs to be delivered to a specific location for installation. The engineer then inspects and installs the product at the designated site. SAP ERP manages the product manufacturing and delivery processes. After the product is delivered to the customer, Salesforce Service Cloud takes over. It manages service requests and dispatches engineers to resolve issues reported by customers. Service Cloud captures the information and creates an incident record when a customer reports a product fault. Engineers receive this information and promptly visit the client site to fix the issue. The solution is easy to implement. Overall, I rate the solution a nine out of ten.
