CSR Case Management & SAP Navigation 7/14

30 Q&A flashcards covering order verification, SAP navigation (VA02, VA03, IW52, ZIWBN), finding airway bills, quote status, escalation paths, and best practices for CSR case management.

What should you verify first when a case becomes yours?

That all order information fields (type of request, export & government compliance, classification, R&O issues, etc.) are completely and accurately filled out.

If previous CSR left required fields blank, whose responsibility is it to complete them?

Yours—the new case owner must fill any missing information.

Which SAP T-code is used to CHANGE a sales order?

VA02

Which SAP T-code is recommended for merely DISPLAYING a sales order?

VA03

Where in VA02 can you quickly view every linked document (notifications, deliveries, invoices, etc.)?

The Document Flow (accessed by single-clicking Sold-To and pressing the paper-stack icon).

In Document Flow, which line item reveals the package tracking number fastest?

Handling Unit → Display Document → HU Identification #2 (Airway Bill).

Alternative path to find an Airway Bill if Handling Unit is unavailable

Document Flow → Outbound Delivery → Display Document → Status Overview → double-click Delivery # → Shipment tab → Bill of Lading field.

What external number does the "Airway Bill" correspond to?

The customer-facing tracking number (FedEx/UPS, etc.).

When emailing a site, which identifiers must you ALWAYS include?

Sales order #, notification #, part/serial # (sites don’t search by customer PO alone).

Why should you send requests to the site’s generic queue first?

It ensures first-come, first-served processing; contacting individuals directly may bypass proper workflow.

Acceptable follow-up window if a site hasn’t replied to your request

24-48 hours; then escalate if necessary.

What is the purpose of IW52?

Display or change a Service Notification—view tasks, internal notes, and attached documents.

Where can you find documents the site says are "in the ZH notification"?

IW52 → Tasks tab → paper-clip icon (Attachment List).

Golden-goose T-code that links to many objects (orders, quotes, notifications) from one screen

ZIWBN

T-codes for Quotes (change vs. display)

VA22 (change), VA23 (display).

How do you check if a quote has been accepted?

Open the quote (VA22/VA23) → Header → Status; User Status will show "ACPT" or "Accepted".

Best practice when customer emails trigger multiple subjects inside one case

Track each thread separately, but ensure all updates go into the same case notes to avoid confusion.

Why is it risky to push the case due-date without action?

It inflates your queue, masks stalled work, and can let requests slip through the cracks.

What should you do if outbound delivery shows "FedEx Ground" but customer hasn’t received the unit next day?

Check tracking, look for customs/exceptions, and proactively update the customer with findings.

Key guideline when updating customers without final answers

Always acknowledge receipt and state you are working on the request; never leave them unanswered.

What internal meeting can help secure scarce parts or exchanges?

Allocation Meeting with the Business Team/Planners.

If the site and planner can’t provide parts, what is the CSR’s next escalation path?

Notify Business Team leadership for material allocation or recovery planning.

Why must you avoid holding a T-code in ‘change’ mode too long?

It locks the document, blocking other users and site personnel from processing it.

What is the function of the "Status Overview" button in Outbound Delivery?

Shows overall, item, picking, packing, PGI, and shipment statuses for the delivery.

Meaning of CSR mantra "Help them help you"

Provide complete, clear data (SO, notification, part #, serial #, gate status) so the site can act without extra back-and-forth.

Maximum typical timeframe you wait before following up on a site request

48 hours (or sooner for expedites).

Where can you see whether parts have been received for a repair order in SAP?

Use MD04 or YomPal (inventory screens) to view component availability.

When should you adjust the "due date" field in the case?

Only after you have actively worked the case and know realistic next steps.

Recommended content when sending shipment confirmation to a customer

Thank-you line, airway bill #, carrier, estimated delivery date/location, optional screenshot of tracking/status.

Primary CSR role in large, multi-party repair orders

Middle-person who keeps information flowing—verifies data, coordinates with site & business team, updates customer, and ensures nothing is missed.