This is a standard "complaint" process in C4C. You will need to activate the "ECC Search" feature which will allow you to search for existing ECC SD documents, pick and choose which line items from the sales document you want to add to the ticket to run a complaint process. Once you have a "complaint ticket" created, then you can run a service process in the front office in C4C or release the ticket to ERP and run the service process in the back office in ERP. To create the ERP follow-ups you will need to configure and customize the out of box HCI and ERP Add-on available for C4C-ERP integration to create specific ERP follow-ups for complaints such as a debit memo request and credit. This is very straight forward consulting work for any trained HCI/SD consultant.
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