HD2HD Integration

HD2HD Integration

 Help desk to help desk integration

 Reduces number call to Tier1 agents

 Provide efficient support to customer

HD2HD Customers

 XML Customer

 Email customer
XML Customer Flow

Flow

Customer Canon
GXS BPM
Helpdesk Helpdesk
Email Customer Flow

 Flow

Customer
Canon Siebel
Mail box
XML Customer Setup in Siebel
Email Customer Setup
Customer and canon Update

 External party -Inbound activity will be created for Customer update

 External party – Update activity will be created by Canon engineer with status
closed
Proactive Ticket

 Canon will create for the customer

 Customer will send the external ticket number

 Create Customer Event flag should be check at Account level

Activity Debrief

 It is normal Field Service flow

 Once activity gets debrief update will be sent to customer and ticket will get
resolved

 Customer Can reopen the ticket within 5 working days by sending External party
Inbound to Canon
Thanks you