EASY GUIDE FOR NAVIGATION IN SAP CRM

New Phone Connection Home Page Account Management Create

Individual Account Create Contact Create Customer Account Fill up details
from the CAF Form Create Billing Account Create Sales Order Number
Availability Check Assign Plan Assign Facility Assign Accessory Check
Accessory availability Save the Order Create Demand Note Receive
Payment against Demand Note Check Order Status to find out the present status
of Connection

Facility Provisioning Home Page Master Data Click Search Customer

Assets Search Ibase from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Add
Facility to the Installed Plan Click on Submit from MORE button Save The
Service Order Click Edit to check Order Status .

Facility De-provisioning Home Page Master Data Click Customer

Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Delete
Facility from the Installed Plan Click on Submit from MORE button Save The
Service Order Click Edit to check Order Status .

Accessory Provisioning Home Page Master Data Click Customer

Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Add
required Accessory to the Installed Plan Save The Service Order Click for Edit the
Service Order Check Accessory Availability Select the Status as “Submission In
Progress” Save the Service Order Check Order Status till the service is completed
Accessory De-provisioning Home Page Master Data Click Customer
Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Delete
the Accessory from the Installed Plan Save The Service Order Select the Status as
“Submission In Progress” Check Order Status till the service is completed

Bill Plan Change Home Page Master Data Click Customer

Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Save the
Service order Click on Edit the Service Order Select the new Plan from the list of
Plans New Plan gets selected and Old plan is marked for deletion Save the
service order Select the Status as “Submission In Progress” Check Order Status
till the service is completed

Bill Address Update Home Page Service Order Create Service

request Search Asset ID from the Telephone Number Select Request type as
“Billing related” Select Change type as “Billing Address Update” Select Change
Subtype as “Billing Address Update” Enter the address and Save the service
request Check Order status Login as “AOTR” Home Page Go to Worklist
Select the service request from the list Approve/Reject the service request Status
of Service request changes to Approved/Rejected

Number Change Home Page Master Data Click Customer

Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Select Sub
Order type as “Change of Indicator” Save the service order Number Availability
Check Select the telephone number which will appear as the “New Telephone
Number” Change the status “Submission in Progress” Save the service
order Search the service order to check the order status till service is Completed

Safe Custody Landline Home Page Master Data Click Customer

Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Save the
Service order Click on Edit the Service Order Select the new Plan as “Safe
Custody Plan” from the list of Plans New Plan gets selected and Old plan is marked
for deletion Default facilities also gets selected along with Safe Custody Plan Save
the service order Select the Status as “Submission In Progress” Check Order
Status till the service is completed

Voluntary Closure Home Page Master Data Click Customer

Assets Search I base from the Telephone Number Click Disconnect Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Select
Disconnection reason as Voluntary Disconnect Select status as “Submission in
Progress” Save the service order Status of Service order changes to “In Process
with Retention” Log in as Retention team Home Page Go to Worklist Select
the service request from the list Select the Decision “Retention
Successful/Retention failed” If Customer Retained, scenario ends If Retention
failed, request enters provisioning system Check Order Status till the service is
completed

Closure for Non Payment Home Page Master Data Click Customer
Assets Search I base from the Telephone Number Click Disconnect Select BSNL
Service Order as the Transaction Type Select Service Type as Landline Select
Disconnection reason as “Disconnection due to Non Payment” Save the service
order Status of Service order changes to “In Process” Check the status of Order
till the service is completed

Landline Shift Within same Exchange with Number Change

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address Select Transaction Type Creating
Service Order Select Order type as shift within Exchange with Number change
Fill other details such as nature of shift Save Number Availability Check
Blocking Number Submit Save the Order Status of Disconnect Order is In
Progress Check reconnection Order Status to find out the present status of
Connection.
Landline Shift Within same Exchange without Number Change
Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address Select Transaction Type Creating
Service Order Select Order type as shift within Exchange without Number change
Fill other details such as nature of shift Submit Save the Order Status of
Disconnect Order is In Progress Check reconnection Order Status to find out the
present status of Connection.

Landline Shift across Exchange

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address with different exchange Select
Transaction Type Creating Service Order Select Order type as shift across
Exchange Fill other details such as nature of shift Save Number Availability
Check Blocking Number Submit Save the Order Status of Disconnect
Order is In Progress Check reconnection Order Status to find out the present
status of Connection.

New Centrex Group Connection with same exchanges Home Page Sales
Cycle Create Centrex Group Fill value in Name and Description Fields Press
Enter on any field Click District field Select any value Fill value in Field Number
of Lines Save the Centrex Group Click Inform Nodal Officer link.

Login as Nodal Officer Sales Cycle Search Centrex Group Enter Centrex
Group ID Click Search Click Centrex Group ID Fill Value in Centrex Exchange
Field Save the Centrex Group Goto Work list Click Centrex Group order Click
Execute Decision.

Login as CSR Sales Cycle Search Centrex Group Enter Centrex Group ID
Click Search Click Centrex Group ID Click Number Reservation Save the
Centrex Group.

Linking a Centrex Group to the existing Landline connection Home Page

Master Data Click Customer Assets Enter Telephone Number Click Search
Click Asset ID Click Modify Select BSNL Service Order as the Transaction Type
Press Enter on any field to display all the details Select Service Type as
Landline Select Order Sub Type as Add to Centrex Group Enter value in Centrex
Group ID field Save the Service Order Click Edit Click Number Avail Check
link Go to More: Click Submit

New ISDN BRI Connection Home Page Account Management Create

Individual Account Create Contact Create Customer Account Fill up details
from the CAF Form Create Billing Account Create Sales Order Click Enter on
Customer Account ID and Billing Account ID Select Service Type as ISDN and
Service Subtype as ISDN BRI Save Sales Order Go to ISDN Details tab Click Edit
in ISDN Header Enter ISDN specific Data (no. of extensions ,no. of junctions etc)
Click Save in ISDN Header Click Number Availability Check Select Number
Block Number Click Edit List Click Product ID Select Plan , Facility,
Accessory Click Submit and close the Window Press Enter Click Accessory
availability Check Save New Order Click Demand Note Save Demand Note
Receive Payment against Demand Note.

New ISDN PRI Connection Home Page Account Management Create

Individual Account Create Contact Create Customer Account Fill up details
from the CAF Form Create Billing Account Create Sales Order Click Enter on
Customer Account ID and Billing Account ID Select Service Type as ISDN and
Service Subtype as ISDN BRI Save Sales Order Go to ISDN Details tab Click Edit
in ISDN Header Enter ISDN specific Data (no. of extensions ,no. of junctions etc)
Click Save in ISDN Header Click Number Availability Check Select Number
Block Number Click Edit List Click Product ID Select Plan , Facility,
Accessory Click Submit and close the Window Press Enter Click Accessory
availability Check Save New Order Click Demand Note Save Demand Note
Receive Payment against Demand Note.

Technical Complaint Home Page Complaints Create Complaints

Select BSNL Customer Complaint as the Transaction Type Enter value in field
Telephone Number/Customer Account ID Select Service Type as Landline
,Complaint Type as Technical Select Complaint Subtype from dropdown Click
Save Go to Complaint Search Complaint Enter Complaint ID Click
Search Status “Assigned to ITO”

Once resolved in Clarity Go to Complaint Search Complaint Enter Complaint

ID Click Search Status “Assigned to FTO”
 1) Login as FTO Goto Work list Click Complaint ID Select Close Click
Execute Decision.

Login as CSR Go to Complaint Search Complaint Enter Complaint ID Click

Search Status “Resolved”

2) Login as FTO Goto Work list Click Complaint ID Select Close Click
Execute Decision.

Login as CSR Go to Complaint Search Complaint Enter Complaint ID Click

Search Status “Assigned to ITO”

Billing Complaint Home Page Complaints Create Complaints Select

BSNL Customer Complaint as the Transaction Type Enter value in field Telephone
Number/Customer Account ID Select Service Type as Landline, Complaint Type as
Billing Select Complaint Subtype from dropdown Click Save Go to Complaint
Search Complaint Enter Complaint ID Click Search Status “Assigned to
AOTR”

Login as AOTR Go to Complaint Search Complaint Enter Complaint ID Click

Search Click Complaint ID Enter value in fields Amount paid, Adjustment
Outcome and Adjustment ID Click Save Goto Work list Click Complaint
ID Select Approve Click Execute Decision.
Login as CSR Go to Complaint Search Complaint Enter Complaint ID Click
Search Status “Approved”

To Update Address Proof

Home Page Goto Service Order click create Service Request Select BSNL
Transaction Type as service request enter the value of asset Id ( click on asset ID ,
Give the value of Telephone number , click search Button , Click on Asset ID)
press enter

Select request Type as ‘account related’, Change Type as ‘ Address Proof’, Change
Subtype eg Voter Card.

Goto the Updated details tab and enter the value of ID Number and press
Enter Save the Request, close the request.
 Home Page Goto Service Order Click search Service Request enter the
value of service Request ID click Search Open service request Status
changes to ‘Assigned to CO’

Login as CO View Service request

Goto to CO worklist:

1) Select ‘Approved’ and click execute decision.

Login as CSR Search the Service request, check that status is changed to
‘Approved’
2) Select ‘Rejected’ and click execute decision.
Login as CSR Search the Service request, check that status is changed to
‘Rejected’

To Update Bill frequency

Home Page Goto Service Order click create Service Request Select BSNL
Transaction Type as service request enter the value of asset Id ( click on asset ID ,
Give the value of Telephone number , click search Button , Click on Asset ID)
press enter

Select request Type as ‘Billing related’, Change Type as ‘ Billing Frequency Update’,
Change Subtype eg Monthly.

Goto the Bill Frequency /Bill Statement Type /Invoice No. details and check that
selected Bill cycle is displayed and press Enter Save the Request

Home Page Goto Service Order Click search Service Request enter the
value of service Request ID click Search Open service request Status
changes to ‘Assigned to AOTR’

Login as AOTR View Service request

Goto to AOTR worklist:

1) Select ‘Approved’ and click execute decision.

Login as CSR -> Search the Service request, check that status is changed to
‘Approved’
2) Select ‘Rejected’ and click execute decision.
Login as CSR -> Search the Service request, check that status is changed to
‘Rejected’

To Issue Duplicate Bills for the customer

Home Page -> Goto Service Order -> click create Service Request -> Select BSNL
Transaction Type as service request-> enter the value of asset Id ( click on asset ID ,
Give the value of Telephone number , click search Button , Click on Asset ID) ->
press enter

Select request Type as ‘Billing related’ , Change Type as ‘ Request For Past Invoice’,
Change Subtype as ‘Request For Past Invoice’.

Goto the Bill Frequency /Bill Statement Type /Invoice No. details and give the value
in field ‘Invoice Number’ and press Enter-> Save the Request

Home Page -> Goto Service Order -> Click search Service Request -> enter the value
of service Request ID -> click Search -> Open service request -> Status changes to
‘Assigned to AOTR’

Login as AOTR-> View Service request

Goto to AOTR worklist:

1) Select ‘Approved’ and click execute decision.

Login as CSR -> Search the Service Request, check that status is changed to
‘Approved’
2) Select ‘Rejected’ and click execute decision.
Login as CSR -> Search the Service Request, check that status is changed to
‘Rejected’

To Update Identification Proof

Home Page -> Goto Service Order -> click create Service Request -> Select BSNL
Transaction Type as service request-> enter the value of asset Id ( click on asset ID ,
Give the value of Telephone number , click search Button , Click on Asset ID) ->
press enter

Select request Type as ‘account related’, Change Type as ‘ Identification Proof’,

Change Subtype eg Voter Card.

Goto the Updated details tab and enter the value of ID Number and press Enter->
Save the Request, close the request.

Home Page -> Goto Service Order -> Click search Service Request -> enter the value
of service Request ID -> click Search -> Open service request -> Status changes to
‘Assigned to CO’

Login as CO-> View Service request

Goto to CO worklist:

1) Select ‘Approved’ and click execute decision.

Login as CSR -> Search the Service request, check that status is changed to
‘Approved’
2) Select ‘Rejected’ and click execute decision.
Login as CSR -> Search the Service request, check that status is changed to
‘Rejected’

To change Method of payment

Home Page -> Goto Service Order -> click create Service Request -> Select BSNL
Transaction Type as service request-> enter the value of asset Id ( click on asset ID ,
Give the value of Telephone number , click search Button , Click on Asset ID) ->
press enter

Select request Type as ‘Billing related’ , Change Type as ‘ Method of payment’,

Change Subtype as eg Credit card.

Goto the Payment details and check that new payment method is displayed’ and
press Enter-> Save the Request

Home Page -> Goto Service Order -> Click search Service Request -> enter the value
of service Request ID -> click Search -> Open service request -> Status changes to
‘Assigned to AOTR’

Login as AOTR-> View Service request

Goto to AOTR worklist:

1) Select ‘Approved’ and click execute decision.

Login as CSR -> Search the Service Request, check that status is changed to
‘Approved’
2) Select ‘Rejected’ and click execute decision.
Login as CSR -> Search the Service Request, check that status is changed to
‘Rejected’

New WLL fixed Connection Home Page Account Management Create

Individual Account Create Contact Create Customer Account Fill up details
from the CAF Form Create Billing Account Create Sales Order Select Service
as Wireless, Service type as WLL and service sub-type as WLL fixed Enter WLL
Handset Acquisition Type and WLL ES Save the Sales order Number Availability
Check Assign WLL Fixed Plan Assign Facility Assign Accessory Check
Accessory availability Save the Order Create Demand Note Receive
Payment against Demand Note Check Order Status to find out the present status
of Connection.

New WLL MobileConnection Home Page Account Management

Create Individual Account Create Contact Create Customer Account Fill up
details from the CAF Form Create Billing Account Create Sales Order Select
Service as Wireless, Service type as WLL and service sub-type as WLL Mobile
Enter WLL Handset Acquisition Type and WLL ES Number Save the Sales order
Number Availability Check Assign WLL mobile Plan Assign Facility Assign
Accessory Check Accessory availability Save the Order Create Demand Note
Receive Payment against Demand Note Check Order Status to find out the
present status of Connection.

Facility Provisioning on WLL Phone Home Page Click Master Data

Click Search Customer Assets Search Ibase from the Telephone Number Click
Modify Select BSNL Service Order as the Transaction Type Select Service Type as
WLL Click Product ID Add Facility to the Installed Plan Click on Submit from
MORE button Save The Service Order Search the service order to check Order
Status

Facility Deprovisioning on WLL Phone Home Page Click Master

Data Click Search Customer Assets Search Ibase from the Telephone Number
Click Modify Select BSNL Service Order as the Transaction Type Select Service
Type as WLL Save the Service order Click on Edit the Service Order Click
Product ID Delete existing Facility from the Installed Plan Click on Submit
Save The Service Order Search the service order to check Order Status

Bill Plan Change for WLL Home Page Master Data Click Customer
Assets Search Ibase from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as WLL Save the
Service order Click on Edit the Service Order Select the new Plan from the list of
Plans New Plan gets selected and Old plan is marked for deletion Save the
service order Click on Submit Save The Service Order Search the service
order to check Order Status.
Number Change for WLL Home Page Master Data Click Customer
Assets Search I base from the Telephone Number Click Modify Select BSNL
Service Order as the Transaction Type Select Service Type as WLL Select Sub
Order type as “Change of Indicator” Save the service order Click Number
Availability Check Select the telephone number which will appear as the “New
Telephone Number” Click on Submit from MORE button Save The Service
Order Search the service order to check Order Status

WLL Closure due to Non Payment Home Page Master Data

Click Customer Assets Search Ibase from the Telephone Number Click
Disconnect Select BSNL Service Order as the Transaction Type Select Service
Type as WLL Select Disconnection reason as “Disconnection due to Non
Payment” Click on Submit Save The Service Order Search the service order
to check Order Status

WLL Shift Within same Exchange without Number Change

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address with same Exchange Select Transaction
Type Creating Service Order Select Order type as shift within Exchange without
Number change Fill other details such as nature of shift Click on Submit
Save The Service Order Status of Disconnect Order is In Progress Check
Order Status to find out the present status of Connection

WLL Shift across Exchange

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address with Different exchange Select
Transaction Type Creating Service Order Select Order type as shift across
exchange Fill other details such as nature of shift Save The Service Order
Number Availability Check Blocking Number Click Submit Save the Order
Status of Disconnect Order is In Progress Check Order Status to find out the
present status of Connection
New Broadband on existing Landline
Home Page Master data Customer asset Open Ibase Ibase Screen
Modify Customer Account Create Billing Account Select Trancation Type
Creating Service Order Select Product Id From Dashboard Selecting Product
Plan Submit the plan Close Displaying the Products Save the Order
Click on User Id link Create Demand Note Generating Demand Note Receive
Payment against Demand Note Check Order Status to find out the present status
of Connection Status - Completed

New Broadband and Landline Connection

Home Page Account Management Create Individual Account Create Contact
Create Customer Account Fill up details from the CAF Form Create Billing
Account Go HomePage Sales Cycle Create Sales Order New Order Id
Created Number Availability Check Blocking Number Assign Product
Plan Selecting Plan Assign Accessory Check Accessory availability
Creating Broadband Order Select Service Process Select Plan from Dashboard
Displaying Product Save the Order Click on User Id link Create Demand
Note Generating Demand Note Receive Payment against Demand Note
Check Order Status to find out the present status of Connection Status –
Completed

Bill plan change Home Page Master data Customer assets Enter the
telephone number Click search Click on Asset ID Click on Modify link
Select the transaction type(Broadband Order) Press enter on asset ID Select
service type as broadband and order sub-type as modify Select Product ID from
product dashboard Change the bill plan Click submit Close the window
Press enter Click save Click sumbit

Change in modem - Broadband Home Page Master data Click on

Customer assets Enter the telephone number Click on search Click on asset
id Click on modify Select the transaction type (Broadband order) Press
enter on asset ID Select service type as broadband and order sub-type as modify
Select Product ID from product dashboard Change the modem type Click
submit Close the window Press enter Click save Click sumbit Click on
save

Password Resetting Of Broadband

Home Page Sales Cycle Create Broadband Password Reset Service
Request Id Generated Reset Password Password Reset for P3 link

Broadband Shift Within same Exchange with Number Change

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address Select Transaction Type Creating
Service Order Select Order type as shift within Exchange with Number change
Fill other details such as nature of shift Save Number Availability Check
Blocking Number Creating Broadband Order Choose Broadband
Order Order subtype as Broadband Reconnection Save Creating Service
Order Submit Save the Order Disconnect Order Service order-In progress
Service order-Completed Broadband Service order-In progress Check Order
Status to find out the present status of Connection Broadband Service order-
Completed

Broadband Shift Within same Exchange without Number Change

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address Select Transaction Type Creating
Service Order Select Order type as shift within Exchange without Number change
Fill other details such as nature of shift Save Creating Broadband Order
Choose Broadband Order Order subtype as Broadband Reconnection
Save Creating Service Order Submit Save the Order Disconnect
Order Service order-In progress Service order-Completed Broadband
Service order-In progress Check Order Status to find out the present status of
Connection Broadband Service order- Completed

Broadband Shift across Exchange

Home Page Master data Customer asset Open Ibase Ibase Screen Shift
Customer Account Create New Address Select Transaction Type Creating
Service Order Select Order type as shift across Exchange Fill other details such
as nature of shift Save Number Availability Check Blocking Number
Creating Broadband Order Choose Broadband Order Order subtype as
Broadband Reconnection Save Creating Service Order Submit Save the
Order Disconnect Order Service order-In progress Service order-
Completed Broadband Service order-In progress Check Order Status to find out
the present status of Connection Broadband Service order- Completed

Change in Modem Acquitision Type Broadband Home Page Click

Master Data Click Search Customer Assets Search Ibase from the Telephone
Number Click Modify Select BSNL Service Order as the Transaction Type
Select Service Type as Broadband Click Product ID Change Modem acquisition
type from the existing Click on Submit Save The Service Order Search the
service order to check Order Status

Change in Static IP Home Page Click Master Data Click Search

Customer Assets Search Ibase from the Telephone Number Click Modify Select
BSNL Service Order as the Transaction Type Select Service Type as Broadband
Select Order Subtype as Change in static IP Click on Submit Save The Service
Order Search the service order to check Order Status

Change in Email ID (with Broadband Bill Plan change) Home Page

Click Master Data Click Search Customer Assets Search Ibase from the
Telephone Number Click Modify Select BSNL Service Order as the Transaction
Type Select Service Type as Broadband Save the Service order Click on Edit
the Service Order Select the new Plan from the list of Plans New Plan gets
selected and Old plan is marked for deletion With the new plan some more Email
Id can also be attached Enter the Email IDs click User ID creation to check the
availability of Email ID Click on Submit Save The Service Order Search the
service order to check Order Status

Technical Fault Broadband Home Page Complaints Create

Complaints Select BSNL Customer Complaint as the Transaction Type Enter
value in field Telephone Number/Customer Account ID Select Service Type as
Broadband,Complaint Type as Technical Select Complaint Subtype from
dropdown Click Save Go to Complaint Search Complaint Enter Complaint
ID Click Search Status “Assigned to ITO”

Once resolved in Clarity Go to Complaint Search Complaint Enter Complaint

ID Click Search Status “Assigned to FTO”

1) Login as FTO Goto Work list Click Complaint ID Select Close Click
Execute Decision.

Login as CSR Go to Complaint Search Complaint Enter Complaint ID Click

Search Status “Resolved”

2) Login as FTO Goto Work list Click Complaint ID Select Close Click
Execute Decision.

Login as CSR Go to Complaint Search Complaint Enter Complaint ID Click

Search Status “Assigned to ITO”

Billing Complaint Broadband Home Page Complaints Create

Complaints Select BSNL Customer Complaint as the Transaction Type Enter
value in field Telephone Number/Customer Account ID Select Service Type as
Landline, Complaint Type as Billing Select Complaint Subtype from
dropdown Click Save Go to Complaint Search Complaint Enter Complaint
ID Click Search Status “Assigned to AOTR”

Login as AOTR Go to Complaint Search Complaint Enter Complaint ID Click

Search Click Complaint ID Enter value in fields Amount paid, Adjustment
Outcome and Adjustment ID Click Save Goto Work list Click Complaint
ID Select Approve Click Execute Decision.
Login as CSR Go to Complaint Search Complaint Enter Complaint ID Click
Search Status “Approved”