IUT250 Customer Service

IUT250

IUT250 Kundenservice......................................................................................................................................................1

Copyright.......................................................................................................................................................................2

SAP Utilities (IS-U/CCS)..........................................................................................................................................3

Prerequisites...............................................................................................................................................................4

Target Audience.........................................................................................................................................................5

Course Objectives......................................................................................................................................................6

Course Objectives......................................................................................................................................................7

Course Content: IUT250............................................................................................................................................8

Customer Service - Overview........................................................................................................................................1

Customer Service Overview: Unit Objectives...........................................................................................................2

mySAP Utilities: The Comprehensive Solution for Utility Companies....................................................................3

Functional Scope of the IS-U/CCS System...............................................................................................................4

Sales and Marketing in IS-U/CCS (1).......................................................................................................................5

Master Data Generator...............................................................................................................................................6

Sales and Marketing in IS-U/CCS (2).......................................................................................................................7

Internet Self Services: Home Page............................................................................................................................8

IS-U/CCS Integration Model.....................................................................................................................................9

Customer Service in IS-U/CCS...............................................................................................................................10

Component Hierarchy..............................................................................................................................................11

Processes in the Area Menu.....................................................................................................................................12

Customer Interaction Center (L Form)....................................................................................................................13

Integration with External Communications Systems (1).........................................................................................14

Sequence of Business Processes..............................................................................................................................15

Business Scenario (1)...............................................................................................................................................16

Business Scenario (2)...............................................................................................................................................17

Customer Service - Overview: Unit Summary........................................................................................................18

Customer Interaction Center (CIC)................................................................................................................................1

Customer Interaction Center: Topic Objectives........................................................................................................2

CIC: Introduction, Requirements...............................................................................................................................3

Overview of CIC Functions.......................................................................................................................................4

Overview of Additional CIC Functions.....................................................................................................................5

IS-U/CCS Integration: Front Office..........................................................................................................................6

Typical Front Office Calls.........................................................................................................................................7

Technical Structure....................................................................................................................................................8

CIC Terminology.......................................................................................................................................................9

The CIC in Different Layouts..................................................................................................................................10

Processing a CIC Contact........................................................................................................................................11

Customer Contact....................................................................................................................................................12

User Session.............................................................................................................................................................13

Data Finder: Process Flow.......................................................................................................................................14

Data Finder: Use......................................................................................................................................................15

Starting a Call in the CIC (Standard Layout)..........................................................................................................16

CIC Telephony Functions........................................................................................................................................17

The Action Box........................................................................................................................................................18

The Navigation and Application Area.....................................................................................................................19

The Application Area (L Form)...............................................................................................................................20

Customizing the L Form..........................................................................................................................................21

Customer Interaction Center (CIC): Exercises........................................................................................................22

Customer Interaction Center (CIC) Solutions.........................................................................................................26

CIC Configuration.........................................................................................................................................................1

CIC Configuration: Unit Objectives..........................................................................................................................2

CIC Terminology.......................................................................................................................................................3

CIC Profile: Framework and Components................................................................................................................4

CIC Configuration: Overview...................................................................................................................................5

CIC Customizing (1)..................................................................................................................................................6

CIC: Visible Components..........................................................................................................................................7

CIC: Quick Keys........................................................................................................................................................8

CIC Customizing (2): L Form...................................................................................................................................9

CIC Customizing (2): Vertical Slots........................................................................................................................10

Hidden Components................................................................................................................................................11

CIC Customizing (3)................................................................................................................................................12

CIC Customizing (4)................................................................................................................................................13

SAP Components and Profile Requirements (1).....................................................................................................14

SAP Components and Profile Requirements (2).....................................................................................................15

CIC Customizing (5)................................................................................................................................................16

Procedure.................................................................................................................................................................17

Organizational Plan..................................................................................................................................................18

Allocate the CIC Profile in the Organizational Plan................................................................................................19

CIC Organizational Structure (Administration)......................................................................................................20

CIC profile...............................................................................................................................................................21

Assigning a CIC Profile to a User ID (1).................................................................................................................22

Assigning a CIC Profile to a User ID (2).................................................................................................................23

CIC Profile: Inheritance...........................................................................................................................................24

Starting the CIC.......................................................................................................................................................25

CIC Configuration: Summary..................................................................................................................................26

Exercises..................................................................................................................................................................27

Customer Interaction Center (CIC) Solutions.........................................................................................................30

Navigation and Application Area..................................................................................................................................1

Navigation and Application Area: Unit Objectives:..................................................................................................2

Customer Overview: Requirements...........................................................................................................................3

Information Views.....................................................................................................................................................4

IS-U Navigator...........................................................................................................................................................5

IS-U Navigator: Structure..........................................................................................................................................6

IS-U Navigator: Customizing....................................................................................................................................7

The Navigation and Application Area.......................................................................................................................8

The Navigation Area..................................................................................................................................................9

Data Environment for the Navigation Area.............................................................................................................10

Data and Documents in the Navigation Area..........................................................................................................11

Application Area - Displaying HTML Pages..........................................................................................................12

CIC Application Area..............................................................................................................................................13

The Application Area (L Form)...............................................................................................................................14

Workflow Inbox.......................................................................................................................................................15

Defining HTML Calls..............................................................................................................................................16

HTML Configuration (1).........................................................................................................................................17

HTML Configuration (2) - External Parameters.....................................................................................................18

HTML Configuration (3) - Internal Parameters......................................................................................................19

HTML Configuration (4).........................................................................................................................................20

Customer Overview (1)...........................................................................................................................................21

Customer Overview (2)...........................................................................................................................................22

Customer Overview.................................................................................................................................................23

Addendum: Customer Contacts...............................................................................................................................24

What is Customer Contact Management?...............................................................................................................25

General Requirements..............................................................................................................................................26

Which Data does a Customer Contact Contain?......................................................................................................27

Creation....................................................................................................................................................................28

Example: Customer Contact in the Business Process..............................................................................................29

Structure of Customer Contacts...............................................................................................................................30

Contact Classes, Contact Activities.........................................................................................................................31

Object Links.............................................................................................................................................................32

Configuration...........................................................................................................................................................33

Configuration Determination...................................................................................................................................34

A Customer Contact for Every Print Activity.........................................................................................................35

Analysis of Customer Contacts................................................................................................................................36

Customer Contact....................................................................................................................................................37

Navigation and Application Area: Unit Summary..................................................................................................38

Navigation and Application Area: Exercises...........................................................................................................39

Navigation and Application Area: Solutions...........................................................................................................44

Front Office Processes...................................................................................................................................................1

Front Office Processes: Unit Objectives....................................................................................................................2

Calls (technical).........................................................................................................................................................3

Business Object Repository (BOR)...........................................................................................................................4

Call Definition: Method.............................................................................................................................................5

Call Definition: Workflow and Test Procedure.........................................................................................................6

What Is a Front Office Process?................................................................................................................................7

Front Office Process: Example..................................................................................................................................8

Front Office Process (Technical)...............................................................................................................................9

Differences Between Front Office Processes and Workflows.................................................................................10

Data Flow of a Front Office Process.......................................................................................................................11

Data Export and Data Import...................................................................................................................................12

Action Box Call: Data Flow....................................................................................................................................13

Data Flow: Clipboard --> Transaction.....................................................................................................................14

Data Flow: Context Menu --> Transaction..............................................................................................................15

Available Data Flow Functions...............................................................................................................................16

Front Office Process: Editor Steps...........................................................................................................................17

Front Office Process: Markers.................................................................................................................................18

Marker: Example.....................................................................................................................................................19

Front Office Process: Table Processing...................................................................................................................20

Table Processing: Example......................................................................................................................................21

Front Office Process: Initial Data Creation (1)........................................................................................................22

Front Office Process: Initial Data Creation (2)........................................................................................................23

Front Office Processes: Unit Summary...................................................................................................................24

Front Office Processes Exercises.............................................................................................................................25

Front Office Processes Solutions.............................................................................................................................30

Connection to External Systems....................................................................................................................................1

Connection to External Systems: Unit Objectives.....................................................................................................2

Integration with External Communications Systems (2)...........................................................................................3

Workflow Inbox.........................................................................................................................................................4

E-Mail and Fax Messages in the Workflow Inbox....................................................................................................5

Starting the Workflow through SAPconnect.............................................................................................................6

Externally Triggered Callback...................................................................................................................................7

SAP Archive Link: Components...............................................................................................................................8

Archive Scenarios: Overview....................................................................................................................................9

Archiving of Inbound Documents: Early/Simultaneous Archiving........................................................................10

Archiving Outbound Documents.............................................................................................................................11

Displaying Archived Documents.............................................................................................................................12

Call Center-Integration............................................................................................................................................13

Internet Integration..................................................................................................................................................14

R/3 Client/Server Architecture with ITS.................................................................................................................15

Five-Level Client/Server Architecture.....................................................................................................................16

Internet Transaction Server......................................................................................................................................17

IS-U/CCS Internet Services.....................................................................................................................................18

Internet Services for the Utility Company...............................................................................................................19

Example: 'Display Bill' Scenario.............................................................................................................................20

Customer Internet Self- Services.............................................................................................................................21

WAP Self-Services..................................................................................................................................................22

Connection to External Systems: Unit Objectives...................................................................................................23

Disconnection and Reconnection...................................................................................................................................1

Disconnection and Reconnection: Unit Objectives...................................................................................................2

Disconnection and Reconnection: Business Scenario...............................................................................................3

Process of Disconnection and Reconnection.............................................................................................................4

Disconnection Triggers..............................................................................................................................................5

Disconnection Document: Log Function...................................................................................................................6

Disconnection Document and Reference Object.......................................................................................................7

Disconnection Document: Components....................................................................................................................8

Confirm Discon-nection Order..................................................................................................................................9

Reversal of Disconnection Activities......................................................................................................................10

Disconnection Document: Basic Functions.............................................................................................................11

Contract-Specific Disconnection.............................................................................................................................12

Create Disconnection Order: Example....................................................................................................................13

PM/SM Order for Disconnection/Reconnection......................................................................................................14

Disconnection Document: Secondary Functions (Outlook)....................................................................................15

Customizing: Processing Variants...........................................................................................................................16

Customizing: Offsets...............................................................................................................................................17

Customizing: Order Codes.......................................................................................................................................18

Addendum: Work Management - Plant Determination...........................................................................................19

Disconnection Workflows: Confirmation Status.....................................................................................................20

Disconnection Document and Workflow................................................................................................................21

Disconnection/Collection Workflows: Overview....................................................................................................22

Start of Disconnection/Collection Workflows.........................................................................................................23

Disconnection/Collection Workflows: Create Disconnection Document...............................................................24

Disconnection/Collection Workflows: Relationships..............................................................................................25

Disconnection Workflows: Confirmation Status.....................................................................................................26

Disconnection Reason Obsolete After Creation of Disconnection Order...............................................................27

Disconnection Reason Obsolete After Confirmation of Disconnection Order........................................................28

Important Wait Steps...............................................................................................................................................29

Disconnection and Reconnection: Unit Summary...................................................................................................30

Disconnection and Reconnection Exercises............................................................................................................31

Disconnection and Reconnection: Solutions...........................................................................................................34

Move-In/Out..................................................................................................................................................................1

Move-In/Out: Unit Objectives...................................................................................................................................2

The Complete Process...............................................................................................................................................3

Move-In/Out: Contents (1)........................................................................................................................................4

The Move-In Process.................................................................................................................................................5

Move-In: Overview (Technical)................................................................................................................................6

Move-In: Process.......................................................................................................................................................7

Move-In: Initial Screen..............................................................................................................................................8

Move-In: Address Data..............................................................................................................................................9

Move-In: Full Screen...............................................................................................................................................10

Move-In: Meter Readings........................................................................................................................................11

Service Orders for Move-In and Final Meter Reading............................................................................................12

Security Deposits.....................................................................................................................................................13

Move-In: Security Deposits.....................................................................................................................................14

Move-In: Budget Billing Plan (1)............................................................................................................................15

Move-In: Budget Billing Plan (2)............................................................................................................................16

Move-In: Due Dates for Budget Billing..................................................................................................................17

Move-In: Log...........................................................................................................................................................18

Status of Move-In Processing..................................................................................................................................19

Move-In: Reversal...................................................................................................................................................20

Automatic Owner Move-In......................................................................................................................................21

The Owner Assignment Process..............................................................................................................................22

Owner Assignment in the Premise...........................................................................................................................23

Move-In/Out: Contents (2)......................................................................................................................................24

The Move-Out Process...........................................................................................................................................25

Move-Out: Overview (Technical)...........................................................................................................................26

Move-Out: Process..................................................................................................................................................27

Move-Out: Full Screen............................................................................................................................................28

Move-Out: Budget Billing Plan...............................................................................................................................29

Move-Out: Meter Readings.....................................................................................................................................30

Changes to Installation Data....................................................................................................................................31

Move-Out: Reversal.................................................................................................................................................32

Move-In/Out: Contents (3)......................................................................................................................................33

The Move-In/Out Process........................................................................................................................................34

Move-In/Out (Premise)............................................................................................................................................35

Move-In/Out (Business Partner)..............................................................................................................................36

Move-In/Out Processing Variants...........................................................................................................................37

Selection Criteria for Move-In/Out..........................................................................................................................38

Move-In/Out: Summary (1).....................................................................................................................................39

Move-In/Out: Summary (2).....................................................................................................................................40

Move-In, Move-Out, Move-In/Out Exercises.........................................................................................................41

Move-In, Move-Out, Move-In/Out Solutions..........................................................................................................48

IS-U Sales Processing....................................................................................................................................................1

IS-U Sales Processing: Unit Objectives.....................................................................................................................2

IS-U Sales Processing: Process and Objects (1)........................................................................................................3

Sales Transaction.......................................................................................................................................................5

Products and Profiles.................................................................................................................................................6

Workflow 1: ISUProdCRM (Simplified)..................................................................................................................8

IDE Process.............................................................................................................................................................10

Workflow 2: ISUIdeEnrCom (Simplified, Detailed)...............................................................................................11

Master Data Generator: Process and Objects (5).....................................................................................................12

Utility products........................................................................................................................................................13

Set Types..................................................................................................................................................................14

IS-U Sales Processing: Process and Objects (6)......................................................................................................15

Master Data Template (Simplified).........................................................................................................................16

Attributes.................................................................................................................................................................17

Master Data Template (1)........................................................................................................................................18

Master Data Template (2)........................................................................................................................................19

Master Data Template Category..............................................................................................................................20

What's Next?..................................................................................................................................................................1

CRM Integration with 4.63........................................................................................................................................2

System Landscape: CRM, IS-U/CCS, and BW.........................................................................................................3

Overview (1)..............................................................................................................................................................4

The Future System Landscape...................................................................................................................................5

Integration Approach (1)...........................................................................................................................................6

Overview (2)..............................................................................................................................................................7

Integration Approach (2)...........................................................................................................................................8

Replication of Objects in IS-U and CRM..................................................................................................................9

System Interaction in the Sales Process...................................................................................................................10

Functions Planned in 4.63 (or Later).......................................................................................................................11

Overview (3)............................................................................................................................................................12

SAP Internet Sales Function Blocks........................................................................................................................13

Internet Sales Architecture.......................................................................................................................................14

mySAP.com Workplace: Sales Representative.......................................................................................................15

The Mobile Sales User Interface: Overview............................................................................................................16

Appendix........................................................................................................................................................................1

Appendix A: CIC Components:................................................................................................................................2

Appendix: HTML Templates...................................................................................................................................15

SAP AG 1999

IUT250 Kundenservice

IUT250IUT250

Customer ServiceCustomer Service

R/3 System Release 4.63 / mysap Utilities/ Customer Care Service Date: October 2001 5004 4902

SAP AG 1999

Neither this training manual nor any part thereof maybe copied or reproduced in any form or by any means,or translated into another language, without the priorconsent of SAP AG. The information contained in thisdocument is subject to change and supplement without prior notice.

Copyright

Microsoft ®, Windows ®, NT ®, PowerPoint ®, WinWord ®, Excel ®, Project ®, SQL-Server ®, Multimedia Viewer ®, Video for Windows ®, Internet Explorer ®, NetShow ®, and HTML Help ® are registered trademarks of Microsoft Corporation.

Lotus ScreenCam ® is a registered trademark of Lotus Development Corporation. Vivo ® and VivoActive ® are registered trademarks of RealNetworks, Inc. ARIS Toolset ® is a registered Trademark of IDS Prof. Scheer GmbH, Saarbrücken Adobe ® and Acrobat ® are registered trademarks of Adobe Systems Inc. TouchSend Index ® is a registered trademark of TouchSend Corporation. Visio ® is a registered trademark of Visio Corporation. IBM ®, OS/2 ®, DB2/6000 ® and AIX ® are a registered trademark of IBM Corporation. Indeo ® is a registered trademark of Intel Corporation. Netscape Navigator ®, and Netscape Communicator ® are registered trademarks of Netscape

Communications, Inc. OSF/Motif ® is a registered trademark of Open Software Foundation. ORACLE ® is a registered trademark of ORACLE Corporation, California, USA. INFORMIX ®-OnLine for SAP is a registered trademark of Informix Software Incorporated. UNIX ® and X/Open ® are registered trademarks of SCO Santa Cruz Operation. ADABAS ® is a registered trademark of Software AG The following are trademarks or registered trademarks of SAP AG; ABAP/4, InterSAP, RIVA, R/2, R/3,

R/3 Retail, SAP (Word), SAPaccess, SAPfile, SAPfind, SAPmail, SAPoffice, SAPscript, SAPtime, SAPtronic, SAP-EDI, SAP EarlyWatch, SAP ArchiveLink, SAP Business Workflow, and ALE/WEB. The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.

Other products, services, logos, or brand names included herein are trademarks or registered trademarks of their respective owners.

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SAP Utilities (IS-U/CCS)

Introduction to the IS-U/CCS

IUT110 5 days

Level 2 Level 3

Work Management

IUT221 3 days

Customer Service

IUT250 4 days

Contract Accounts Receivable and Payable

IUT240 5 days

Print Workbench

IUT280 2 days

Device Management

IUT220 3 days

Billing and Invoicing

IUT230 5 days

Basic Data/ BasicFunctions

IUT210 3 days

Real Time Pricing

IUT235 2 days

Energy DataManagement

IUT225 2 days

SAP AG 1999

Prerequisites

Knowledge of the Windows environment

Basics of R/3

Course IUT 110: Introduction to the IS-U/CCS System

Course IUT 210: Master Data and Basic Functions

Course BC 600: SAP Business Workflow - Introduction

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Target Audience

Participants

Project managers responsible for implementing IS-U

Project team modeling business processes with IS-U

Administrators optimizing processes in the IS-U environment

Consultants preparing for IS-U implementation

Duration: 4 days

SAP AG 2001

SAP AG 1999 SAP AG 2001

Course Objectives

This course will enable you to understand:

The basics (including configuration options) of the Customer Interaction Center (CIC), an efficient work environment for the customer service agent

Customer contact management in IS-U/CCS

Typical customer service processes (move-in/out, disconnection and reconnection, service connection management)

The basics of SAP workflow, which enables you to configure your business processes flexibly in IS-U/CCS

Course Objectives

At the conclusion of this course, you will be able to:

Recognize the configuration options of the CIC and use the CIC as a working environment

Describe and use customer contact options

Perform the business processes of move-in, move-out, and disconnection/reconnection, as well as describe the Customizing options for these functions

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Unit 6 Integration with External Systems

Unit 7 Disconnection and Reconnection

Unit 8 Move-In, Move-Out, Move-In/Out

Unit 9 IS-U Sales Processing

Unit 10 Outlook

Unit 1 Overview of Customer Service

Unit 2 Customer Interaction Center (CIC)

Unit 3 CIC Configuration

Unit 4 Navigation and Application Area

Unit 5 Front Office Processes

Introduction

Appendix

Exercises and solutions are at the end of each unit

Course Content: IUT250

SAP AG 1999

This unit provides you with an overview of the functional scope of IS-U/CCS and its integration with the standard SAP functions

Shows how Customer Service relates to the rest of IS-U/CCS

Shows the structure of the Customer Service component

Introduces some key terminology

Contents:

Customer Service - Overview

This unit will give you an overview of

The integration of IS-U/CCS in the standard SAP system

The integration of the Customer Service component in IS-U/CCS

The structure of the Customer Service component

The functions available in the Customer Service component

Customer Service Overview: Unit Objectives

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Finances & Controlling

Human Resource Management

Logistics

Strategic EnterpriseManagement

Busi ness Intelligence&

Data Warehousing

Busi ness Intelligence&

Data Warehousing

ManagerialAccounti ng

FinancialAccounti ng

RegulatoryReporting/FERC

Invoici ngInvoici ng Recei vabl es ManagementRecei vabl es Management Third Party Settl ementThird Party Settl ement

Sal es C ycleSal es C ycle Ser viceAgreement

Ser viceAgreement

Special C ustomerProcesses

Special C ustomerProcesses Retail BillingRetail Billing

Engineering &Constructi on

Engineering &Constructi on ProductionProduction Plant MaintenancePlant Maintenance Decommissi oni ngDecommissi oni ng

Customer ServiceCustomer Service Market R esearch& Anal ysis

Market R esearch& Anal ysis

Product/Brand Marketing

Marketi ngProgram

Management

Marketi ngProgram

ManagementSal es ManagementSal es Management Sal es

Channels

Sal esChannels

Engineering &Constructi on

Engineering &Constructi on Operati ons ManagementOperati ons Management Maintenance &

Wor k Management

Maintenance &Wor k Management

Transmissi on &Distribution Service

Sal es C ycle &Billing

Connecti on & Installati onManagement

Ser viceManagement

Meter ReadingManagement

Energy DataManagement

TradersWor kbench

RiskManagement

WholesaleBilling

Reconciliati on& Settlement

Pool/ISO

Human R esourceManagement

Human R esourceManagement ProcurementProcurement Treasur yTreasur y Fixed Asset

Management

Fixed AssetManagement Real Estate

Business NetworkReal Estate

SAP Customer Relationship Management

SAP Supply Chain Management

SAP Business Intelligence

SAP Business-to-Business E-Commerce

mySAP Utilities: The Comprehensive Solution for Utility Companies

See the SAP homepage for a link to the current solution map: http://www.sap.com

SAP AG 1999

Customer service &

billingGeneration Transmission Distribution

ConsumptionEntry

Invoicing ContractAccount

Meter & Device Management

Work Management

Billing of Services

ConsumptionBilling

InstallationServices

All customer-related business processes

InvoicingInvoicing

MarketingMarketing& Sales& Sales

Special business processesCustomer Relationship Management

IS-U/CCS

Functional Scope of the IS-U/CCS System

SAP AG 1999

Sales and Marketing in IS-U/CCS (1)

Call Center

Gives you fast, direct access to all relevant information and transactions that are required for a customer contact - such as the customer overview, changing master data, displaying bills, entering meter reading results, displaying account information, and more

Work items allow IVR-supported callbacks

IS-U Sales Support

Product modeling based on configured materials and pricing

IS-U sales processing with generation of quotations and orders

Master data generation for order execution

IS-U Content for BW

Sales statistics, consumption statistics, transaction statistics, and so on

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Workflow

mySAPUtilities

Master datatemplate

Master datagenerator

Product selectionvia mySAP CRMchannels:

mySAP CRMproduct

Configuration

Variable product information

Fixed product information

mySAP Utilitiesproduct

Configuration

Master data generationor change in mySAP Utilities:

Master Data Generator

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Sales and Marketing in IS-U/CCS (2)

Internet Self Services

B2C (Business to Customer scenarios)

Registration / password changes for Internet users

Maintaining move-in data

Maintaining move-out data

Maintaining personal data

Displaying consumption history

Entering meter reading results

Display and payment of bill

Granting a collection authorization

Account balance display

The data is updated immediately or forwarded to an agent for verification

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Enter userEnter username andname andpasswordpassword

SelectSelectaa

serviceservice

Internet Self Services: Home Page

SAP AG 1999

GIS,CAD,SCADA

MMPM/CS

Sales & Distribution

Contract

Accounts

Billing/

Invoicing

Installatio

Services

Externalconsumption

recordingsystems

Externalsales

systems

SAPbusinesspartner

Customer information system

IS-U components

SAP standard components

External systems

Financial Accounting

DeviceManagement

CCUS TTOOM EE

Plant Maintenance& Customer

Service

Asset Management &Materials Management

RE & SS EER V

IS-U/CCS as anintegrated component of

the SAP enterpriseinformation system

IS-U/CCS as anintegrated component of

the SAP enterpriseinformation system

IS-U/CCS Integration Model

SAP business partner model => The business partner (the contract partner in this case) is the central data object.

Cross-application component FI-CA for contract accounts receivable and payable is designed to cope with a large volume of postings for a large number of customers.

The development of industry-specific enhancements for the utilities industry means that the SAP standard components Plant Maintenance (PM) and Customer Service (CS) can be used. These provide optimal conditions for managing service-orientated businesses.

PM/SM is integrated with the following components:SD: management of customer quotations and orders, as well as execution of billingCO: allocation and settlement of service-related costs MM: processing of material requirements and goods movements related to service activities

The Asset Management component (AM) supports the management of fixed assets. Material master records are maintained in the Materials Management component (MM) at the same time

as device categories in IS-U; purchasing and stockkeeping of devices are processed via MM components.

IS-U/CCS can be linked to external systems (consumption entry systems or billing systems, for example).

SAP AG 1999

Customer Service in IS-U/CCS

ContractA/R & A/P

ConsumptionEntry

Services & Sales

Device ManagementMeters/Devices/Service

Connections

Information System& Marketing

BasicFunctions

CustomerService

CustomerCustomerServiceService

BusinessPartners:

Residential/nonresidential

customer Customer

OwnerBill recipient

InstallerOther roles

Divisions:Divisions:

ElectricityElectricityGasGas

WaterWaterWaste waterWaste water

District heatingDistrict heatingWaste disposalWaste disposal

Service orderService orderService contractService contract

GoodsGoodsChargesCharges

Prospect

Link to externalLink to externalbilling systemsbilling systems

MultimediaMultimedia

Workflow

Integrationof Logistics &Accounting

Billing/Invoicing

IS-U/CCS can be used in all market segments of the utilities industry (divisions/sectors). You can use IS-U/CCS to bill the consumption and manage the data of the following customers:

- Residential customers- Nonresidential customers- Service customers- Prospects (potential customers)The business partner concept also allows you to manage data for other business partner roles, such as installers or bill-to parties.

The Customer Service component is part of IS-U/CCS and offers an efficient, process-oriented approach to processing business transactions. This component makes use of the functions of other IS-U/CCS components and is supported by the SAP Workflow System where necessary. The emphasis is always on providing a process-orientated view.

SAP AG 1999

Configure data environment displayCustomer Information

Basic Functions

Master Data

Device Management

Invoicing

Contract A/R + A/P

Customer Service

Work Management

Information System

Contract Billing

Configure front officeFront Office

SAP Utilities

Define customer contact classesDefine customer contact types...

Customer Contacts

ProcessExecution Move-in

Move-OutOwner Allocation

Movein/out

Disconnection/Reconnection

Configure CICCIC

Component Hierarchy

SAP AG 1999

Disconnection/reconnection

Marketing

Sales processing

0716192The Johnsons

ACME Movers

Process execution

Move-in/out/Move-in/Move-out

Rate maintenance

Owner allocation

Processes in the Area Menu

Customer Interaction Center

Processes are transactions that support the most common business processes in a utility company. The move-in business process is used to register the start of a customer's energy supply to a particular

address. The result of move-in is a technical object that is complete and ready for billing. Conversely, move-out is used to register the end of the energy supply to that address. A new address or

bank details can be entered. Move-out supports a process for the final billing and meter reading. Move-in/out is the generic business process for moving in and moving out and has a unified initial screen

to allow you to perform the two transactions in a single step. A business partner who owns the premise in question can be defined in the system using owner

allocation. There is also a transaction to support the business processes of disconnecting and reconnecting an

installation or a device. Rate maintenance allows you to change billing-relevant data. You can define a loyalty program to give customers gifts or rewards within the framework of customer

service. IS-U sales processing provides support with all processes from creating a quotation up to the customer

move-in.

SAP AG 1999

IdentificationIdentificationTelephonycontrols

Telephonycontrols Call

statusCall

status

Action boxAction box

Application areaApplication area

Navigation area

Customer Interaction Center (L Form)

SAP AG 1999

IS-U/CCS CIC functions

Fax Letter Telephone Internet In person

IS-UCustomer Information System

ArchiveintegrationArchive

integrationCall center integrationCall center integration

Internet integrationInternet

integration

Integration with External Communications Systems (1)

IS-U can be integrated with a variety of external communications systems used in your business on a daily basis.

The following slides deal with the three most important applications of this communications technology: Archiving documents created in IS-U (bills to customers or welcome letters, for example) and

carrying out optical archiving for incoming (or outgoing) documents that would otherwise only exist in paper form (such as faxes or letters).

Linking to a call center solution via the SAPPhone component.

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ServiceServiceconnconn--

ectionectionMoveMove--inin MoveMove--outout MoveMove--inin

MoveMove--in/outin/outInitialInitialdatadata

creationcreationACME movers

Sequence of Business Processes

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An agent in the Customer Service department of IDESEnergy Inc. has a large number of customer-related business transactions to process in the course of the day.

The work environment must be specially designed with this workload in mind. It is equally important, however, that the processes involved are as efficient as possible.

Therefore this course deals with the following topics:

The CIC as an efficient working environment

Options for configuring customer service processes: front office processes, workflow processes, and Web calls

Customer contact management

Business Scenario (1)

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Various information functions

Various change functions

Move-in and move-out

Disconnection and reconnection

Create customer contact

Using IS-U sales processing

The business transactions dealt with in the individual scenarios are taken from IDES Energy Inc. These include:

Business Scenario (2)

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mySAP Utilities with IS-U/CCS is an integrated component of the SAP enterprise software and uses functions of the mySAP standard components FI, CO, AM, SD, PM/SM, and MM.

The Customer Service component makes use of existing ISU/CCS functions. Its main purpose is to support the business processes of your utility company with efficient processes in the system. If you wish, you can use the SAP workflow system to help model efficient processes.

The CIC can be used to handle typical customer service processes. It enables agents to perform information and service functions efficiently.Customer contact management also assists the agent in supportingcustomers.

Typical business processes in customer service include: IS-U sales processing

Move-in, move-out and move-in/out

Disconnection and reconnection

Creating service connections

Customer Service - Overview: Unit Summary

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Contents:

Customer Interaction Center (CIC) terminology

Using the Customer Interaction Center (CIC)

Functional scope of the CIC

Work processes in the CIC

Customer Interaction Center (CIC)

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At the conclusion of this unit, you will be able to:

Use the CIC

Describe the functional scope of the CIC

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Customer Interaction Center: Topic Objectives

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Customer orientation is becoming more important in competition

Utility companies have set up special departments for customer service

Customer-oriented processes are characterized by their similarity and frequent occurrence

Business processes need to be processed efficiently

SAP Utilities

CIC: Introduction, Requirements

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Starting point for processing all business processes

Central starting point for processing transactions

Efficient user interface (as few dialog steps as possible)

Supported by fuzzy search to identify customers using incomplete/imprecise data

Appropriate work environment for every user

Users can configure their own interface

Overview of CIC Functions

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Call center integration

Automatic caller identification by means of telephone number (ANI)

Computer Telephony Integration (CTI)

Agent allocation to telephone numbers/telephone queues

"Soft phone" functions

Reminder scripting functions to provide call support

Logging of all activities

Automatic callback

Overview of Additional CIC Functions

Alongside the front office functions, the CIC offers the following additional functions: A call center is the area in a company where telephone calls are made and received. The CIC supports

call center agents with telephone functions. ANI stands for Automatic Number Identification The CTI component is the interface to the telephone. The CTI establishes a link to SAP software via the

SAPphone Gateway. The Scripting component provides prompts to support agents, and can be customized for each individual

agent.

The logging component logs all the activities performed by an agent during the course of a call. The activities are logged in tables.

Callback can be planned and then executed automatically.

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IS-U/CCS Integration: Front Office

Sale of Goods

AccountBudget Billing

Utility Services

Business Partners:

Residential customer

Nonresidential customer

Other customer

Prospect

Supplier

Source of Info:

Identification

CustomerProspect

ConnectionPremise

Information/consultation

Immediateserviceexecution(optional)

Move-InMove-Out

Installment Plan

Quotation

Workflow-supportedprocess

execution(optional)

Service Connection

Disconn./Reconn.

Account StatusPayments

Rates/Conditions

Meter Reading

Customer Contact Management

IS-U/CCS Customer Information System

Information on and inquiries

about:

The front office supports communication between the customer and the contact person in your enterprise.

You can use the functions of the customer information system directly from the front office. Customer contact management enables the agent to view and create customer contacts quickly .

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PremisePremise

Sales Tax

Subt otal

SALESPERSONData

TotalPriceDescriptionQty ShippedQty Ordered

INVOICE #: P.O. #:

SOLD TO PREMISE

OFFOFF

Create quotation for new service connection

Customer information for the agent

Change budget billing plan

Move-in/move-out processing

Logging customer contacts

Reprint bill

Disconnection at customer request

Complaints processing

Budget billing

Typical Front Office Calls

Front office calls are the business processes that are carried out daily in your company.

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Phone system

CTI middleware IVR

CIC SAPphone

Applications(IS-U, CS, SD…)

Optional use

SAPconnectInternet

MailFax

Technical Structure

CTI architecture with IVR. IVR is an optional, yet frequently used method of customer interaction. PROCESS FLOW

The IVR script initializes the interaction with the caller IVR sends call-specific data to the telephony server Phone system forwards call to wait queue/phone extension Phone system informs CTI link of the forwarded call CTI link informs telephony server SAP application server is informed of incoming call Agent sees dialog box with ANI Phone call is forwarded to agent Phone server transfers call-specific data

This course covers the configuration and use of the Customer Interaction Center within the mySAP Utilities component.

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Framework

Components

Component profiles

Call Center

CTI layer

CIC profile

CIC Terminology

The framework is a "toolkit" structure that enables you to flexibly customize the CIC. You can add any type of component to the framework in order to provide agents with the best possible working environment.

The components represent the functions that can be used in the CIC. The instances of the individual components are referred to as "component profiles". They define, for

example, which processes can be called in the action box. You can define different component profiles for each component.

All users of the CIC front office functions are called "agents". A call center is the area in a company where telephone calls are made and received. Companies usually

have several different call centers. The CTI establishes a link to SAP software via the SAPphone Gateway. It forms the interface to the

phone system. The CIC profile provides a custom-tailored screen view for the agents in the call center. It is specially

customized to each individual agent's skills and responsibilities. The profile is based on a framework and component profiles, and is linked with the agent through the organization management functions.

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Six vertical screen areas (SAP standard and IS-U)

L form forlarge pictures(IS-U-specific)

L form forsmall pictures(IS-U-specific)

The CIC in Different Layouts

The framework is the foundation for all the functions that can be used in the CIC. The definition of a framework (framework ID) is identical to defining a screen in which you can select different functions for the agents in the various screen areas. The same framework can result in different screen views; only the components (screen areas) have the same arrangement. The framework enables the interaction between the selected components by dividing the system functions in visible (screen presentation) and hidden (background processing) components and using an event-driven mechanism.

First choose a screen for the framework. By selecting a screen, you determine the basic screen layout of the CIC. You have three options:

Screen with six vertically arranged screen areas (slots)Screen arrangement in L form (large), number 8101Screen arrangement in L form (small), number 8100

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CIC contact

Business partner searchand confirmation

Customer overview /data environment

Processing the business processin the application area

Start from action box / environment

End of contactwith logging

Clipboard

Processing a CIC Contact

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Contact is createdwith "End contact"Contact is createdwith "End contact"

Activate / deactivatecontact

Contact dataContact data

Field for user-defined text

Customer Contact

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User session

E-mail

@......

User Session

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Tool for finding data objects

Name first/lastStreet/house numberCity/zip code...........Company codeDivision ..............

Search criteria

Object typerequired

Hit list(optional)

ObjectObjectSelection

Data Finder: Process Flow

The data finder search takes all the search criteria into account together in an AND operation. The data finder supports generic (wildcard) searches using *. To search for the name Winfield or

Wingfield, for example, you can enter the string Win*field in the name field of the search criteria. Two different components are available for finding data in IS-U (i.e. for identifying data objects):

· ISUSDPART (business partner search in IS-U) · ISUFINDER (IS-U data finder)The functionality of both components has been tailored for use in the CIC. For example, the IS-U data finder component (ISUFINDER) can only be used together with a framework with vertical slots, while component ISUSDPART (business partner search in IS-U) is provided for the L-shaped framework.

The business partner search component in IS-U is a specific search function that exclusively provides data for IS-U/SD business partners. If you use the CIC with the L-shaped framework architecture, you should use the business partner search in IS-U.

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Tool for finding data objects

office/CIC

Identification of entry objects for calls in the CIC (standard layout)

Search function for entering IS-U transactions

Search method for objects in the BOR

Data Finder: Use

The Business Object Repository (BOR) is the strategic, object-oriented interface with SAP business functions (see the section on front office calls).

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Electricity bill

......

Clipboard

CustomerBill number

Search criteria

NameStreet/city Calls

Objectcalled

Data finder

Hitlist

Selection

- Display bill- Bill-related complaint- Customer contact- ....

Starting a Call in the CIC (Standard Layout)

The CIC is an interface for entering the business processes that agents deal with in their daily business activities.

These business processes are started using data that is either entered by the agent directly, determined via a search function, or stored in the clipboard.

Processed data (such as a customer, contract or device) is sent back from the business process to the clipboard and stored there.

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Telephony controls• Forward, conference,

call waiting, hold, ...

Telephony controls• Forward, conference,

call waiting, hold, ...

Call status of all calling partiesANI (Automatic Number Identification)

DNIS (Dialed Number Identification Service)

Call status of all calling partiesANI (Automatic Number Identification)

DNIS (Dialed Number Identification Service)

Customer isdisplayed

CIC Telephony Functions

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Drop-down menu• Overviews• Transactions• CIC processes• Workflows

The Action Box

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The Navigation and Application Area

Central Customizing maintenance in SAP Utilities

Prerequisite:CIC profile must be integrated with component profile category DEFAULT_WORKSPACES

NAV_AREA component for the navigation area

APPL_AREA_2 component for the application area

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Tab pages with

Customer overview

Account balance

CIC contact

SAPGUI for HTML:IS-U/CSS and R/3 transactions

Sales and distributionprocessing

Workflow inbox

Any HTML pages

The Application Area (L Form)

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Customizing for CIC standard functions

Customer Service -> Customer Interaction Center (CIC)

Customizing for IS-U extensions

SAP Utilities -> Customer Service -> Customer Interaction Center

Customizing is performed in two areas within the Implementation Guide

Customizing the L Form

Customer Interaction Center (CIC): Exercises

Unit: Customer Interaction Center (CIC)

Topic: Using the CIC

Description of the objectives and application areas of the CIC

Using the CIC for efficient process

Quick, complete processing of customer inquiries raises customer satisfaction and increases efficiency. Experience in using the CIC contributes considerably to these goals. In these exercises you implement the CIC using examples of typical customer inquiries.

Business partner PJ0203A0## (0##: group number)

Rose Taylor0## Oxlade Drive

Boston MA, 02100

Contract account number PJ0203A0## (0##: group number)

Electricity contract/installation PJ0203A0## (0##: group number)

Water contract/installation PJ0203B0## (0##: group number)

Electricity meter PJ0203A0## (0##: group number)

Double-rate meter

Water meter PJ0203B0## (0##: group number)

Single-rate meter

Move-in document PJ0203A0## (0##: group number)

Connection object PJ0203A0## (0##: group number)

1-1 True or false?

1-1-1 The CIC serves as the central work environment for each agent and can be individually configured to meet their individual requirements.

_________________________________________________________

1-1-2 The CIC contains a tool for finding data objects (such as business partners, contract accounts and contracts) created in the IS-U system._________________________________________________________

1-1-3 The data finder always provides the business partner as its search result.

_________________________________________________________

1-1-4 The CIC supports you in providing simple information, as well as processing complex business processes._________________________________________________________

1-1-5 Front office processes can only be performed using the action box in the CIC.

_________________________________________________________

1-2 The CIC (L form) is divided into four units that efficiently help agents perform their customer service duties. Name these four units and describe their purposes:

Unit 1: _____________________________________________

Purpose: _____________________________________________

Unit 2: _____________________________________________

Purpose: _____________________________________________

Unit 3: _____________________________________________

Purpose: _____________________________________________

Unit 4: _____________________________________________

Purpose: _____________________________________________

1-3 Search criteria

The upper left of the CIC contains the Business partner block, which you can use to identify your business partner based on the specified criteria. You can enter additional

criteria using the data finder (pushbutton “All search criteria”).

1-3-1 Use the wildcard search function of the business partner search to find all business partners whose last name begins with T. Did you find any?______________________________________________________

1-3-2 You determine that this information is insufficient for identifying the business partner and are given the address as additional information: Oxlade Drive, house number 0## (0##: group number). (Note that house numbers are saved in the system with leading zeros.) Determine the correct business partner.Business partner:________________________________________

1-3-3 Search for another customer whose electricity installation is on Oxlade Drive. How many customers do you find using this information? As additional information you are given the number PJ0203A0## of the defective device.Business partner:______________________________________________

1-4 Information from the CIC

Business partner PJ0203A0## wants to know how much their last bill was.

Display the bill. You can simulate the bill on the screen.

Final bill amount: _______________________________________________

When is the bill due? ________________________________________

How much is the future budget billing amount? ___________________________

Use the customer overview for information.

1-5 Navigation area: Process Change bank data

Process description: A business partner named Taylor on ## Oxlade Drive (##: group number) calls. She would like repayments to be transferred to the following account in the future: bank number 083000108, account number 345670## (0##: group number).

1-5-1 First, search for customers named Taylor on 0## Oxlade Drive (##: group number) and start the Change bank details process.

Enter the bank details in the business partner.

Save the data, then branch to the contract account, where you must specify the bank details for outgoing payments. Change the outgoing payment method from Check to Bank transfer. Enter the bank details you just defined in field “Bank details outg.”.

Save the data, then branch to the screen for creating a customer contact. You can save this without making any changes. Customer contacts will be explained in detail in the next unit.

Customer Interaction Center (CIC) Solutions

Topic: Using the CIC

Rose Taylor

0## Oxlade Drive

Boston MA, 02100

Double-rate meter

Single-rate meter

Connection object PJ0203A0## (0##: group number)

1-1 True or false?

1-1-1 True

1-1-2 True

1-1-3 True: While you can enter other search criteria in the data finder, such as a contract, a contract account, or a device number, the result is always the corresponding business partner.

1-1-4 True

1-1-5 False: Within the CIC, front office processes can be performed both with the action box and via the context menu of the corresponding object in the navigation area.

1-2 CIC structure (L form)

Unit 1: Identification and installationPurpose: Selecting data using flexible search criteria.

Unit 2: Navigation areaPurpose: Providing specific information to customer inquiries. Starting comprehensive business processes, such as with SAP Business Workflow.

Unit 3: Application areaPurpose: User-defined overview pages, such as SAP Business Workflow inbox, CIC contact activity management, and more

Unit 4: Action boxPurpose: Calling specific business processes.

1-3 Search criteria

From the SAP Easy Access menu, choose Utilities Industry Customer Service Front Office/Cust.Interact.Center Customer Interaction Center.

1-3-1 To start a wildcard search, enter “T*” under the last name in the search criteria and then click on the hourglass button. A list of business partners is displayed (if a dialog box is displayed with the message that the hit list may be incomplete, you can simply click to confirm).

1-3-2 Business partner PJ0203A0## (0##: group number)

1-3-3 Open the data finder in the business partner search. Click on the Technical data tab and enter O* in the Street field. Now enter the number PJ0203A0## in the Serial number field and press Enter. The arrow in the data finder is now green, which means search criteria have been defined. Press Enter to search for the corresponding business partner and press Enter again to confirm.The required device can be found in the business partner’s data environment.

1-4 Information from the CIC

Enter the specified customer number in the search criteria and identify the customer. Then start the Customer overview process from the Info call group in the action box. The amount of the last bills is displayed in the Bills area. Double-click on the last billing amount. The system displays the bill document. Press the Simulate bill button. A dialog box appears where you enter Printer as the output type and LT0Q as the output device. When you press Enter, the bill is displayed. Return to the document overview and click on the Header data tab page. The Due date for net payment is located in the General data group. The future budget billing amount is displayed in the Budget billing due dates area of the customer overview. The cumulated budget billing amount is calculated from the budget billing payments for water and electricity.

1-5 Navigation area: Process Change bank data

IdentificationIdentify the customer using the search criteria, as described in Exercise 1-3.

Start the transactionClick the right mouse button on the contract account in the customer environment. Click on Change bank data in the context menu. This activates the change mode for the contract partner. Click on the Payment transactions tab page and enter the specified bank details with any ID (such as 0002). Press the Save button. You branch to the contract account. Choose the second tab strip, Payments/Taxes, and enter a B for bank transfer in the Outgoing payments field, and enter the bank details ID in the Bank details ID field. Using the F4 selection, you can view all bank details entered in the business partner, and select one of them. Save the changes in the contract account. You automatically branch to the Create Contact screen. The fields are already filled with data so that you only have to save to log the customer contact.

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Structure of the Customer Interaction Center (CIC)

IS-U-specific components

Linking a CIC profile with an HR organizational unit

Contents:

CIC Configuration

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Integrate IS-U functions in the CIC

Customize the CIC

Define the CIC assignments via the organizational structure

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CIC Configuration: Unit Objectives

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Framework

Components

Visible components

Hidden components

Component profiles

Customer Interaction Center profiles(CIC profile)

CIC Terminology

The structure of the CIC enables you to selects the components you want and arrange them on the screen (framework). The purpose of the framework is to enable you to use the components you want to use.

The system functions are divided into visible components (that appear on the screen) and hidden (background processing) components.

You need to modify most of the components. These modifications are referred to as component profiles. The CIC profile is a collective profile composed of all the settings made in the individual components

contained in a framework. The CIC profile determines what the agent's user interface looks like. Infotype "CIC profile 1260"

allocates the agents in the structure organization. You can define and allocate CIC profiles based on the agent profiles at your company.

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Visible components

ACTION_BOX Action box

Hidden Components

Framework

BD_ANZEIGE Business object display

ISUFINDER IS-U data finder

CUST_OVIEW HTML customer overview

CCONT Component container

BD_MARK Selection function

CALLCTR Call center

CALLBACK Call back

ACTION_BOX_1 FO config. IS-U

ACTION_BOX_2 General FO config.

CCONT_4 Four components

CCONT_2 Two components

CTI_PROFIL_1 Administration 1

CTI_PROFIL_2 Administration 2

Component profile

CIC profile

CIC Profile: Framework and Components

CTI Telephony integration

Visible components are displayed as subscreens in the slots. Hidden components provide background functions that do not need their own screen areas.

Examples of visible components include:· Action box· Clipboard· IS-U data finder· Component container

Examples of hidden components include:· Selection function· Telephony integration

Example: Use the Action box component.. This component is allocated to a framework so that it can be arranged on the screen. You then create one or more component profiles for the action box component. In this case, the component profile is a front office configuration. The CIC profile, new versions of which can be created for different agent groups, can contain the action box. In this case, the action box is assigned a component profile (a front office configuration). The CIC profile is allocated to agent groups (such as planning or organization departments) using the structure organization.

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CIC profile

Profile attributes

Profile category +

instance

FO framework

Components

Visible / hidden

Navigation and application area

N/A components

Instances

Action box

Instances

CallsCalls

MethodsFront office processes

WorkflowsBDC sessions

HTML operations

Component

configuration

CIC Configuration: Overview

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1. Create framework

CIC Customizing (1)

Title bar

A framework serves as a placeholder for the screen structure. When you create a new framework, none of the existing frameworks contains the components you need in the required layout. Framework customizing also sets the screen title and controls whether the framework is active.

You can reuse frameworks because they only determine the selection and positions of the visible components in the screen and determine which hidden components are assigned. The same framework can result in different screen views; only the components have the same arrangement.

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CIC: Visible Components

Visible components can be arranged on the screen.Examples of components provided by SAP include:

Action box: calls SAP transactions

Business object display: saves business objects and business data

Call status display: displays the status of calls for the agent's extension

Find and display customer data: functions for finding and displaying customer data

Application area: provides an area for integrating HTML pages

Quick keys: the pushbuttons assigned to the telephony functions

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End call

Cancel hold Hold/retrieve

Wait Pick up

Deflect

Cancel wait

Consult

Update

Connect

Direct dial

CIC: Quick Keys

Provides fast access to frequently used telephony functions

Minimizes the search with mouse and menu

Replaces the phone handset

Configuration of screen position and key assignment

Are displayed in the lower margin of the CIC screen if necessary

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1. Create framework2. Assign visible

components to slots

Slot 1Businesspartner

Slot 2 PhoneSlot 2 PhoneSlot 2 Phone

Slot 4 Action boxSlot 4 Action box

Slot 5Navigation area

Slot 6Application areaSlot 6Application area

Slot 3 Not usedSlot 3 Not used

CIC Customizing (2): L Form

In this step, you determine which visible components you want to have in the framework, as well as the slots in which they will appear.

The selection and arrangement of the components cannot be chosen freely in the L-shaped framework. The following component assignments are possible:

Slot 1: ISUSDPART: business partner identificationSlots 2 and 4: ABOX_SLIM, CALL_STATE, QUICK_KEYSSlot 5: NAV_AREA: navigation areaSlot 6: APPL_AREA_2: application area

You can use several special components at the same time in the application and navigation areas in slots 5 and 6. You configure these settings in Customizing under Maintain Navigation and Application Areas.

Slots 3 and 7 are normally not used in IS-U. You can use these slots to integrate a solution database, for example. For more information on solution databases, refer to the IMG under Customer Service -> Solution Database.In a framework , you cannot use the same component more than once with different component profiles. A component can only be used once in a framework.

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Title bar

Slot 1: Component container

Slot 2: Script display

Slot 3: Customer component X

Slot 4: Find and display customer data

Slot 5: Action box

Slot 6: Telephony function keys

components to slots

CIC Customizing (2): Vertical Slots

In the framework with six vertically arranged slots, you can arrange the following visible components in any order:

ACTION_BOX: Starts calls with table displayABOX_SLIM: Starts calls. Displayed as application toolbar with drop-down menusBD_DISPLAY: Clipboard for saving objects (such as a contract account)CALL_STATE: Displays the current calling parties (when telephony integration is active)CCONT: Component container for adding additional componentsISUFINDER: IS-U search criteriaQUICK_KEYS: Function keysSCRIPT_DISP: Reminder scripting displaySOL_SEARCH: Input screen for the solution database

APPL_AREA: Standard application area for HTML configuration calls that are started in the action box.

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Hidden Components

Background processing functions

Not displayed in the user interface

Background functions provide services to the framework

Example 1: Select function

An object saved in the clipboard should be selected for immediate further processing

Example 2: Telephony integration

The component has been assigned a certain CTI OK code (such as "Hold"). The component uses the extendedSAPphone API to perform the requested CTI activity.

There are three different types of hidden components:1. Independent components

- AUTOCALL (automatic ac-tivity)- CALLBACK (return calls)- CIC_TOOLBAR (icon bar and toolbar), use required- HLOG (logging)

2. Components required for certain visible components to work- CTI (telephony integration) for CALL_STATE- HIDDEN SCRPT (scripting) for SCRIPT_DISP

3. Components that can be used in combination with visible components- BD_MARK (selection function) with BD_DISPLAY- CALLCTR (call center) with CALL_STATE

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components to slots3. Assign hidden

components to the framework

CIC Customizing (3)

Hidden components enable background processing. Hidden components can be arranged in any order. There is no limit to the number of possible hidden components.

SAP supplies the following hidden components: Return calls: (CALLBACK) Creates and processes return calls. This component is not part of the

framework screen and is therefore considered to be hidden. Call center strategy: (CALLCTR) Controls processing of the call information Toolbar: (CIC_TOOLBAR) While it appears on the screen, it does not occupy any of the slots, and is

therefore considered to be hidden CTI: (CTI) Supplies all the telephony functions in the background Scripting engine: (HIDDEN SCRPT) Component used to determine values for variables like

"customer's name" and "time of day" Logging: (HLOG) Logs the agents' activities Hidden action box: (HIDDEN_ABOX) Every framework with a visible action box also requires a

hidden action box component If you do not use telephony integration, you do not need the components CALL_STATE ,

SCRIPT_DISP, HIDDEN SCRPT, CALLCTR, or CTI.

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components to slots3. Assign hidden

components to the framework

4. Assign framework and component profiles in the CIC profile

CIC Customizing (4)

The CIC profile combines the framework with the instances of the components used. Organization management is used to establish a link between the CIC profile and the agent.

If you defined that an action box is to appear in slot 4, for example, then you determine which action box is used in this step.

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SAP Components and Profile Requirements (1)

IS-U Visible components

Description Component profilerequired

Description Withouttelephone

ACTION_BOX Action box ACTION_BOX_CONFIGURATIONAction box comp.configuration

BD_DISPLAY Business obj. display No profile required

CALL_STATE Call status No profile required

CCONT Component container COMPCONT_PROF Component container

ISUSDPARTNER Search functionsIS-U businesspartner search

QUICK_KEYS Quick keys QUICK_KEYS_CONFIGURATIONQuick keys buttonconfiguration profile

SCRIPT_DISP Script display Scripting profile

SOL_SEARCH Solution search

APPL_AREA_2 Application area

No profile required

SCRIPT_PROFILE

NAV_AREA Navigation area XDEFAULT_WORKSPACES

DEFAULT_WORKSPACES

X: Is used in IS-U (L form)

ABOX_SLIM Action boxACTION_BOX_CONFIGURATION_SLIM

Action box comp.configuration

No profile required

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SAP Components and Profile Requirements (2)

Hidden components

Description Component profilerequired

Description

CALLBACK Callback queueCALLBACK_ASSIGN_QUEUE_PROFILE

Assign callbackqueue profile

CALLBACK_CONFIGURATION

CALLCTR Call centercomponent

CALL_CENTER_COMP_CONFIGURATION

Call centercomponent

CIC toolbar /exclusion

CIC_TOOLBAR TBAR_PROF CIC toolbar

CTI CTICTI administrationprofile

HIDDEN_SCRPT Script text

Action box

Activity codeslog profile

XACTIVITY_LOGGING_PROFILE

No profile required

CTIADM_PROF

CALLBACK_PROCESS_QUEUE_PROFILE

Edit callbackqueue profile

Callback componentconfiguration

HIDDEN_ABOX

Logging

Assign CTI waitqueue profile

XNo profile required

BDMARK Selection function BD_MARK_PROFBDD profileSelection function X

Withouttelephone

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5. Assign CIC profile to an organizational level in organization management

CIC Customizing (5)

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1. Analysis of the business processes

2. Definition of front office processes

3. Define a front office configuration

5. Define the component profile

6. Define CIC profiles

7. Allocate CIC profiles to organizational plan

4. Define frameworks

Customer Interaction Center

Procedure

To use the CIC, you have to analyze the business processes and define them in the system (steps 1 and 2). The processes are summarized in a front office configuration which is used in the CIC as a component profile for the action box.

Using the front office without the CIC (not possible after Release 4.51) You have to define a configuration determination in order to assign a specific front office

configuration to each individual agent. Using the CIC (available from IS-U/CSS V4.51)

You can integrate other CIC functions (CIC components) into the framework. You can define modifications for each CIC component in the form of component profiles. The front

office is the component profile for the action box component.

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Job JobOrganizational unit

PositionPositionPosition

Holder

HolderHolderHolder

Organizational unit

Organizational unit Organizational unit

Organizational Plan

The organizational plan is a means of modeling your company's structure in the system. The organizational plan comprises organizational units and all their interrelationships.

Organizational units represent logical business units in your company and can be structured to form a hierarchy that represents your business as a whole. The organizational units can be function-based or region-based or reflect other aspects of your business (examples are: business areas, departments, project groups). The organizational plan can have any number of organizational unit levels (the slide shows two levels).

The organizational plan contains positions that are linked to the organizational units. Positions can have one or more holders assigned to them (and each holder can be assigned to more than

one position). Holders are responsible for particular tasks and are one of the following:A user - someone with an SAP system user IDA person - someone, maybe an employee in your company, without an R/3 system user

Workflow tasks can only be carried out by holders with access to the R/3 system. The organizational plan also contains jobs, which describe tasks that occur in a number of different

positions.

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Organizational unite.g. utility company

Organizational unite.g. customer service

Positione.g. move-in/outprocessing

Positione.g.bill complaints

Positione.g. technicalservice

Usere.g. Mr. Miller

Usere.g. Mr. Smith

Usere.g. Mr. Jones

CIC profile

Allocate the CIC Profile in the Organizational Plan

The energy company depicted above has the organizational unit Customer service. The unit has three different positions- an agent is allocated to each of them.

CIC profiles can be allocated to users on either the position or organizational unit level. To do this, use infotype "CIC profile". Infotypes enable you to describe and define the different attributes and characteristics of objects.

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Customer service organization

Sales agent 2

Sales agent 1

Sales agent 3

Sarah Hodder

Peter Fellows

Erin McCart

Patricia Needham

John Wilkens

Rose Loo

Peter Nichols

Betsy Groh

Position

CIC Organizational Structure (Administration)

Organizational unit

The organizational structure is used to model your company's organizational plan. It is a hierarchical structure consisting of organizational units, positions, and holders. You can assign user names or personnel numbers to the positions. A user can hold several positions in different organizations. For example, an agent can belong to sales and service at the same time.

To create a new position in the hierarchy, position the cursor on the line that contains the name of the organizational unit and click the Create position button. You can choose an abbreviation for the position in the F4 list display. Press Save.

To assign a user in the hierarchy, position the cursor on the line that contains the name of the position and press Assign holder. Enter the SAP user ID and save.

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Tailored to different skills ...

Tailored to different requirements...

No scripting support required

Sales functions in action box and telephony toolbar required

Service functions required in action boxNo telephony toolbar required

CIC profile for new agent

CIC profilefor agent

Scripting support required

CIC profile for sales agent

CIC profilefor serviceagent

CIC profile

The CIC profile saves settings regarding the configuration and screen structure of the Customer Interaction Center. It can be configured according to the specific requirements of a certain agent, a group, or an entire call center. For example, a new agent may need support from the scripting component, while another agent may not want to see this component while working with the Customer Interaction Center. Call centers that deal with different types of calls usually need different components and functions.

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Customer service organization

Sales agent 2

Sales agent 1

SarahHodder

Peter Fellows

ErinMcCart

PatriciaNeedham

1. Choose the desired organizational level.

2. Choose Goto-> Object description -> Enhanced object description

CIC profile

CIC profilefor A

CIC profile

CIC profile for sales agent

Assigning a CIC Profile to a User ID (1)

The CIC profile saves the configuration and screen structure for the framework. The CIC profile is assigned to the agent through the HR infotype. An infotype enables you to describe and define different attributes and characteristics for objects.

A CIC profile must be assigned for every agent who works in the CIC, either at the organizational unit level (all agents within the same organizational unit use the same CIC profile) or at position level (agents who are assigned to the same position use the same CIC profile).

To assign a CIC profile (infotype 1260) to an agent or an organization, proceed as follows:1. Click the required organizational level (either organizational unit or position).2. Choose Goto -> Object description -> Enhanced object description.

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Maintain Planning Data: Choose InfotypeObject Edit Goto Utilities Settings System Help

Plan variant Current plan01

Object cat. PositionS

Object ID Agent 150012948

Object abbrev. Agent 1

Active Planned Submitted Approved Rejected

Infotype name

Object

DescriptionCIC profile

Period

3. Choose infotype"CIC profile"

4. Click the Createor Change icon

5. Press F4 to display list of available CIC profiles

6. Choose the CICprofile and clickthe "Adopt" icon

Assigning a CIC Profile to a User ID (2)

3. A list of infotypes appears. Scroll down this list until you reach CIC profile (infotype 1260).4. Click the infotype icon Create or Change.5. Press F4 in the next screen. A list of all the available CIC profiles is displayed in the CIC profile ID

field.6. Choose the required CIC profile and choose Input/Save.

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Telesales organization

New agents

Sales agents

Sarah Hodder

Peter Fellows

Erin McCart

Patricia Needham

CIC profile: ALLFramework: S41. Script: Standard2. Action box: Sales3. Find: Customer...

CIC profile: NewFramework: S41. Script: New agent

Framework: S41. Script: New agent2. Action box: Sales3. Find: Customer

New agent starts CIC:

CIC Profile: Inheritance

When a CIC profile does not contain all the component profiles in the framework at a lower level, then the system searches for a different CIC profile with the same framework at a higher level in the organizational structure, in order to retrieve the additional profiles.

This method is useful for providing new employees with special components or for defining default values if the Customizing at a lower level is incomplete.

You can display the selected configuration in the CIC Front Office screen by choosing Agent -> Framework status.

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Starting the CIC

At the start of the front office transaction (CIC0):

The system searches the organization management to determine which profiles to assign to the executing user.

The profiles determine which components the framework loads for the user and how the individual components work.

The profile values are saved in a generic framework information store.

The framework loads all configurable visible and hidden components.

Profile 00000001 is defined as the default profile in the IS-U application. Therefore, users who have not been assigned to an organizational unit, a position, or a job can still call the CIC.

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Integrate front office functions into the CIC

Define frameworks

Create component profiles

Define CIC profiles

Assign a CIC profile to an employee or an organizational unit

You are now able to:

CIC Configuration: Summary

Exercises

Topic: Configuring the CIC

Create a CIC framework and a CIC profile

You want to extend the existing CIC standard profile with specific additional calls. In this section, you will create a CIC framework and a CIC profile for the Customer Interaction Center.

1-1 Framework

The framework describes the screen layout of the Customer Interaction Center. Choose the components you want to use and arrange them on the screen. The framework differentiates between different types of component. Which ones?

1. ______________________________

2. ______________________________

Which components are used in framework ZFRAME000?

1. _______________________________

2. _______________________________

3. _______________________________

4. _______________________________

5. _______________________________

6. _______________________________

7. _______________________________

1-2 Create the framework and CIC profile

In this exercise, you will define the structure of the Customer Interaction Center in several steps.

1-2-1 Creating the framework ID with components

First create your own framework ID. To do this, copy framework ZFRAME000 to your own framework ID ZFRAME0## (0##: group number).

1-2-2 Creating the CIC profile

Create a CIC profile with the key ZPROF0## (0##: group number) and name CIC profile group 0## and allocate it to your framework ID ZFRAME0## (0##: group number). Use CIC profile ZPROF000 as a copy template.

1-2-3 Creating component profiles

What are the component profiles used for? For which components of the original front office structure are the profiles needed?Which component profile category is responsible for the instantiation of the action box, and what is the current instance in your CIC profile ZPROF0##?After you have displayed the component profiles assigned in your CIC profile, change the instantiation of several of the components.

1-2-4 Defining the component profile for the action box

In Customizing, call up the component configuration that you identified as the instantiation of the profile type for component ABOX_SLIM in Exercise 1-2-3.

Which call types can be defined as calls in the action box?

Copy configuration ZABOX000 to the name ZABOX0## and define this instantiation in the profile attributes of your CIC profile, ZPROF0##.

1-2-5 Assigning the CIC profile to an agent

For a specific agent to be able to use a specific Customer Interaction Center, that agent must be assigned the appropriate CIC profile in the organizational structure. At which levels of the organizational structure can you allocate CIC profiles to agents?

1.___________________________

2.___________________________

Allocate your CIC profile to a position. A position has been created for you for the purposes of this course. You an find it using the following menu path:Tools Business Workflow Organizational Structure Organizational Structure Organization and Staffing Change.

First call up the staff assignments for organizational unit IDES_5310 and define the assignment of your CIC profile to position Customer Service ## (##: group number).

1-2-6 Calling the Customer Interaction Center

Call the CIC and choose the CIC profile you created.

Identify business partner PJ0203A0## (##: group number) and examine the data environment of the navigation area. Which object is the entry object? Which calls have been defined for the contract account?

Customer Interaction Center (CIC) Solutions

Topic: Creating a CIC Profile

1-1 Framework

We differentiate between visible and hidden components in the framework.

In Customizing, choose Utilities Industry Customer Service Customer Interaction Center. The Change View "CIC Framework" Overview screen appears. You will find framework ZFRAME000 there. Select this framework and then choose the Visible components and Hidden components functions in turn.

The following visible components have been selected:ISUSDPART IS-U Business Partner SearchCALL_STATE Call stateABOX_SLIM IS-U Action Box SlimNAV_AREA IS-U Navigation AreaAPPL_AREA_2 IS-U Application Area

The following hidden components have been selected:CIC_TOOLBAR ToolbarBD_MARK BDD Selection service

1-2 Create the framework and CIC profile

1-2-1 Creating the framework ID with components

In Customizing, choose Utilities Industry Customer Service Customer Interaction Center Maintain Front Office Framework ID and Parameters.

Select entry ZFRAME000 and choose the Copy function. Change the copied framework ID to ZFRAME0## and the framework description to IS-U framework group 0##. Do not change the title number, the screen, or the status. Press Enter. The message appears that the entry to be copied has dependent entries. This refers to the allocated components, which you also want to copy. Choose the Copy all button in the message. Choose Copy all in the dialog box. A confirmation prompt appears informing you that 7 entries were copied. Choose Confirm and then save your entries.

1-2-2 Creating the CIC profile

In Customizing, choose Customer Service Customer Interaction Center (CIC) CIC Profiles Maintain CIC Profiles.

Now select CIC profile ZPROF000, choose the Copy as ... function, and enter CIC profile ZPROF0## (0##: group number) with profile description CIC profile group 0## and your framework ID ZFRAME0## (0##: group number).Press Enter. The message appears that the entry to be copied has dependent entries. This refers to the allocated components, which you also want to copy. Choose the Copy all button in the message. Choose Copy all in the dialog box. A confirmation prompt appears informing you that 5 entries were copied. Choose Confirm and then save your entries.

1-2-3 Creating component profiles

Select your CIC profile ZPROF## and navigate to the profile attributes.

The component profiles enable you to create individually instances of the selected components. You only need to modify the components you selected yourself. Of the components that have been selected in framework ZFRAME0##, components IS-U Action Box Slim ABOX_SLIM (using profile category ACTION_BOX_CONFIGURATION_SLIM) and component BDD selection service BD_MARK (using profile category BD_MARK_PROF) require special profiles.

In addition, the definition of the navigation and application area is integrated in a CIC profile as a profile with component profile category DEFAULT_WORKSPACES.

1-2-4 Defining the component profile for the action box

Choose IMG path Customer Service Customer Interaction Center (CIC) Component Configuration Settings for Action Box Determine Configuration Profiles for Action Box.

Enter the configuration name ZABOX000 and choose Display.

The following types of calls can be used:

- Method

- Workflow

- Front office processes

- Batch input sessions

- HTML operations

Copy configuration ZABOX000 to the name ZABOX0## (##: group number) and define this configuration in the profile attributes of your CIC profile, ZPROF0##, under profile category ACTION_BOX_CONFIGURATION_SLIM.

1-2-5 Assigning the CIC profile to an agent

A CIC profile can be used in the following levels in the organizational structure:

1. Organizational unit level (all agents within the same organizational unit use the same CIC profile)

2. Position level (agents who are assigned to the same position use the same CIC profile)

Double-click on the organizational unit in the search area and search for organizational unit IDES_5310. Double-click on the Customer Service organizational unit in the selection area to display the staff assignments of the Customer Service organizational unit in the overview area.

When you double-click on position Customer Service ## (##: group number), the detailed information is displayed in the detail area of the screen. Choose Goto Object details Extended object description to access the object processing screen. Scroll down the infotype list and select item CIC profile. Choose the infotype icon Create. In the next view, press F4 for field CIC Profile ID to display a list of available CIC profiles. Choose the profile ZPROF0## (0##: group number) and then save your entry. You have already been allocated to this position as a user.

1-2-6 Calling the Customer Interaction Center

Choose path Utilities Industry Customer Service Front Office/Cust.Interact.Center Customer Interaction Center and choose entry Customer Service ## from the dialog box.The premise appears as the entry object in the environment display of the navigation area.The calls that appear for the contract account include Display, Change, Customer account, Change bank data, and Post deferral.

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Customer overview: requirements

The navigation area

The application area

HTML connection

Addendum: Customer contact

Contents:

Navigation and Application Area

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Explain the processes and Customizing of the navigation and application area

Navigation and Application Area: Unit Objectives:

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Flexible definition of

What is displayed (content)

How it is displayed (layout)

Simple Customizing

No screen modifications

No re-coding of ABAP programs

Integration in the CIC initial screen

Initial screen must be as static as possible, so that as few screen changes as possible (or none at all) are necessary

Customer Overview: Requirements

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Processtransaction

Information ViewsInformation Views

Configurableinformation

Simpledisplay

transaction

Displayof print

documents Dataenvironment

(IS-Unavigator)

Pre-programmedinformation

Customer centerCustomer center

Contract

Inquiry

Information Views

Transactions or report programs that provide information are known in IS-U as information views. The following information views are available in IS-U: Simple display transaction: Common transactions that have usually already been defined, often in the

form of BOR methods (Display customer, for example) Process transactions: Usually a business process involving several entities, such as Move-in/out Hard-coded information views: Fixed lists such as the Account overview, for example Freely-configurable information views: Lists whose structure can be changed in Customizing Data environment: Hierarchical lists that give the user a rapid overview of the data environment of an

object (Connection object environment, for example) Display of print documents: On-screen display of forms such as a bill

You can use the IS-U navigator to define your own data-environment-based information views.

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Overview of the data environment for a selected object

Navigation allows you to branch to the detailed display of a single object

Object link display relating to key date or period

Can be called from the front office, IS-U master data,or as an independent transaction

IS-U Navigator

The main task of the IS-U navigator is to display data environments for objects you specify. This will only work for objects that belong to an object type defined in the BOR.

Data environments can be called from the front office. To integrate a data environment into the front office, you use the BOR method BusinessView.DisplayEnvironment in Customizing for the relevant front office configuration.

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Data Environment from 01/01/98 to 12/31/9999Environment Edit Goto Extras System Help

Business partner 1000000001 Smith Thomas

IS-U contract account 30000100001 private account

Utility contract 01/01/98- **.**.** 1000000056 Walldorf 1012 Main St.

Utility installation 2000000074 Electricity Walldorf 1012 Main St., 1st floor

Device 04/01/98 - **.**.** 900000000000004711

Device 01/01/98 - **.**.** 900000000000004812

Utility contract 03/01/98 - **.**.** 3000000998 Boston 1012 Main St.

Utility installation 40000009998 Boston Gas Main St. 10 1st Floor

Data environment relates to a key date or period

Initial object: business partner

Utility Contract

Hierarchicalstructure of thedata environment

Navigation todetail displaypossible

IS-U Navigator: Structure

The entry object does not have to be at the top of the hierarchy. The IS-U navigator also determines higher-level data objects.

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Export-Parameter

IS-U Navigator: Create ConfigurationEnvironment Edit Goto Extras System Help Define entry object

Create hierarchy:

Create parent

Create child

Create sibling

Define navigation type:

Structure reader

BOR navigation

Maintain structure nodes:

Control

Navigation

Display options

Business partner

IS-U Contract acct

Utility contract

Utility installation

Device

Move-in document

IS-U Navigator: Customizing

To create a navigator configuration in transaction ECNC, you first specify the entry object. The object types that you can use in your hierarchy are predefined by the system. When you choose

Create child, Create parent or Create sibling, the system proposes possible object types for you to select and assign to positions within the hierarchy. You can choose between object types whose objects are read either by the structure reader or via the BOR. Wherever possible, however, you should choose objects that are determined using the structure reader. There are two reasons for this: 1. The structure reader is a special report program designed to fetch data more quickly than is possible

via the BOR. 2. The structure reader also determines a time relationship between the objects, which means that you

can display time references in the navigator environment. In structure node maintenance, you define

whether the object is to be displayed with time references (only if it is determined using the structure reader)

which nodes should be expanded when the environment is started how the object is to be formatted at runtime (display options)

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The Navigation and Application Area

Central Customizing maintenance in SAP Utilities

Prerequisite:CIC profile must be integrated with component profile category DEFAULT_WORKSPACES

NAV_AREA component for the navigation area

APPL_AREA_2 component for the application area

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Context menu• Overviews• Transactions• Front office processes• Workflows

Up to 10 tab pages, for example• Documents• Clipboard

Data environmentData environment

The Navigation Area

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Device

Utility contract

Premise

I account information

IM BB plan 1

IM BB plan 2

IM BB plan 3

IM credit history

IM customer payments

IM dunning items

IM paid items

Contract account

Customer contact

Service order

Service notification

Sales order

Customer quotation

Business partner

Print document

Data Environment for the Navigation Area

Component NAV_VIEW can be used in navigation or application area

Select the structure

Technical view

Business data view

Document view

Technical deregulation view

Object categories to be displayed

Additional selection parameters

Maximum number

Maximum age

Activity profile

From the initial screen of the activity, press the "Activity profile" button to maintain the activity profile that is linked with your data environment. You use this feature to determine which transactions can be called at runtime by double-clicking or through the context menu for an object category in the data environment. The maintenance interface of the activity profile is similar to the maintenance interface for creating an action box configuration.

The activity groups are automatically generated in your activity profile, and correspond to the displayed object categories in the assigned data environment. The following objects are available for defining the data flow: <*NODEOBJECT*>: The object selected at runtime <*ROOTOBJECT*>: The current business partner at runtime

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Data and Documents in the Navigation Area

Customer data environment

Customer contacts

Service orders and service notifications

Quotations and sales orders

Deregulation processes (cross-company data exchange)

Clipboard

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Displaying HTML pages

Intranet

Internet

HTML pages

SAP action box transactions can be started from within HTML pages.

Multiple, parallel workspaces

Can pass on information:

From the CIC to HTML pages (e.g. customer number, material number)

Between different HTML pages

From an HTML page to a CIC / action box transaction (e.g. order number, answers in survey)

Application Area - Displaying HTML Pages

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Web search Microsoft Technical

CIC Application Area

The application area component can be used to display HTML pages (among other things). When several pages are started, these pages are displayed in different tabstrips. The application area can be used to display HTML pages created by the customer or those in the intranet or Internet. The application area can call HTML pages via an Internet/intranet address, a file/path name, or an SAP Web Repository ID. When you use the application area, several HTML pages can exist in parallel. The different pages are displayed in different tabs in the application area. Each individual tab is called a workspace.

Possible uses for the application area: Intranet applications HTML scripting applications ("branch" scripting, buttons for starting action box transactions that are

called from scripts, script responses returned to SAP or a data warehouse) BAPIs and customer-specific input screens

When an HTML page is called in the action box, but no application area has been configured in the framework, the HTML page is displayed in a dialog box.

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Tab pages with

Customer overview

Account balance

CIC contact

SAPGUI for HTML:IS-U/CSS and R/3 transactions

Sales and distributionprocessing

Workflow inbox

Any HTML pages

The Application Area (L Form)

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Lists all work items pending for execution

Restriction via (workflow) task filter

Received e-mail (SAPconnect)

Component: WF_INBOX

Workflow Inbox

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Define the HTML configuration

Define external parameters

Define internal parameters

Defining HTML Calls

If you want to use HTML configurations in the application area, configure the required settings in the IMG under path Customer Service -> Customer Interaction Center -> Component Configuration -> Application Area -> Maintain HTML Configuration of the Application Area.

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HTMLConfig

HTML configuration

External URL

WWW object ID

Configuration

Stop button

Navigation button

Refresh button

Delete button

URL separator 1

URL separator 2

SERVICE_NOTIF_CREATE

SN_CRE

CIC_SERV_NOT_CREATE.HTML;CIC1.JS;CCM_BACK.GIF;CCM_

HTML Configuration (1)

Example of an HTML configuration using a WWW object ID and a transaction call from the action box In this activity, you configure the HTML pages that can be executed in the application area. Under

"HTML configuration", enter the name of the configuration, an explanatory text, and the source of the HTML page (URL, path in file system).

A URL with external parameters then has the following format:<URL> <separator1> <ArgName1> "=" <value1>[<separator2>[<ArgName1> "=" <value1>]]

A URL can have the following appearance:http://server1/ABoxCalls/CustomerInquiry.html?Customer=0000815&SD_Doc=000000000002305In this example, <separator1> is "?" and <separator2> is "&". <separator1> separates the root URL from the block of arguments. <separator2> separates the individual pairs of argument name and argument value. Because different pages can be used to process the arguments of different indicators, these values can be configured. SAP recommends using the separators "?" and "&", because the ITS (Internet Transaction Server) requires these values.

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HTMLConfig SERVICE_NOTIF_CREATE

External parameters

Parameter Text Multiline Element type Required Proc.seq.

NOTIF_TYPE Notification type Export and import 2

customer Customer Import

customer_name Customer name Import

HTML Configuration (2) - External Parameters

If you want to pass on parameters to the HTML page at startup, you have to maintain them as external parameters.

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HTMLConfig SERVICE_NOTIF_CREATE

Internal parameters

Parameter Text Multiline Element type Required Proc.seq.

Customer Customer Export

Equipment Equipment Export

d_code Problem Export

d_codegrp Code grp. - Problem Export

dl_code Object part Export

dl_codegroup Code grp. - ObjParts Export

notif_text Notification text Export

HTML Configuration (3) - Internal Parameters

Internal parameters are passed on by the HTML call. Select the names of the internal and external parameters in accordance with the parameters that are

expected by the URL of the HTML page. The "Customer overview" component also calls an HTML configuration. This HTML configuration is

called again whenever a business partner is identified or corrected. When you customizing this HTML configuration, make sure that you set the external parameters that will be supplied with data by object category ISUPARTNER to edit sequence 1, and the external parameters that you want to supply with the key (current business partner data) to edit sequence 2. Choose the names of the parameters as they will be expected in the called HTML page. You can also define an alternate HTML configuration that will be displayed whenever no business partner is currently identified. The name of this HTML configuration consists of the name of the HTML configuration for customer info plus an appended _INIT.

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HTMLConfig

HTML configuration

External URL

WWW object ID

Configuration

Stop button

Navigation button

Refresh button

Delete button

URL separator 1

URL separator 2

SAP Home Page

http://www.sap.com

HTML Configuration (4)

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Customer contactsService notificationsService orders

Customer dataCustomer data

Device

Print document

Account info level 1

Utility contract

IM account balances

IM BB plan 1

IM BB plan 2

IM BB plan 3

IM credit history

IM dunning items

IM paid items

Contract account

Premise

Customer contactCustomer contact

Service orderService order

Service notificationService notification

Sales order

Customer quotation

Business partnerBusiness partnerThis structure is based on HTML data selection PARTNER

Customer Overview (1)

To customize the HTML customer overview, go to Customizing under SAP Utilities -> Customer Service -> Customer Interaction Center -> Define HTML Customer Overview. You can use this activity to edit the HTML data selection (view) of the customer information function. The HTML data selection indicates which levels (nodes) and which data from the maximum number of available levels will be displayed.

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Account balance,account overview,billing documents

Customer andcontract account

Premises and contracts

Device

Utility installationUtility installation

Utility contractUtility contract

PremisePremise

Print documentPrint document

Account info level 1Account info level 1

IM account balancesIM account balances

IM BB plan 1

IM BB plan 2

IM BB plan 3

IM credit history

IM dunning items

IM paid items

Contract accountContract account

Customer contact

Service order

Sales order

Customer quotation

Business partnerBusiness partner

This structure is based on HTML data selection ACCOUNT

Customer Overview (2)

You can also integrate the HTML customer overview in the application area in the CIC. To do this, go to Customizing, choose Utilities Industry -> Customer Service -> Customer Interaction Center -> Maintain Navigation and Application Area and then add the CUSTINFO component. You can also maintain a configuration for the CUSTINFO component under Customer Service -> Customer Interaction Center -> Component Configuration -> Application Area -> Maintain HTML Configuration of Application Area.

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Enter paymentdata

Start process, e.g.• Payment• Installment plan

Customer Overview

The above example illustrates the call of a transaction from the HTML display within the application area.

At the conclusion of this addendum, you will be able to:

Create a customer contact

Customize customer contacts

Gather information on previous customer contacts

Addendum: Customer Contacts

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Component for

logging and analyzingcontacts

between a utility companyand its customers

What is Customer Contact Management?

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Two-way customer contacts(Customer <-> Utility company)

Automatic customer contact management

Efficient and flexible analysis

General Requirements

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Manual

Withdata entry

Automatic

With orwithout

data entry

Customer contact

Business partner, contact person

Date and time of contact

Process description (contact class, contact activity)

Communication medium (type of contact: telephone, letter, etc.)

Reference to external documents (additional documents)

Priority

Assessment of the contact (the customer is dissatisfied, etc.)

Notes on the contact

Reference to data objects or documents

Self-defined data (division, company code)

Which Data does a Customer Contact Contain?

In addition to the general data stored in the contact, you can store: References to data objects ( such as a device number) and documents (such as a bill). You can also

enhance the data fields stored in the contact. If non-system documents (MS Word documents, for example) that are relevant to the customer contact

exist outside the R/3 system, you can describe these documents in the Additional documents field in the customer contact.

Customer contacts can be assigned a priority to ensure that the most urgent activities are tackled first. In a future version of IS-U, this priority will be passed on to service orders.

In Customizing, you determine which data objects or documents are to be inserted into which customer contacts.

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Manual

With data entry

Automatic

From afront officeprocess orworkflow

Automatic

Within anIS-U transaction

Customer contact

BCONTACT.CREATE

Creation

With or without data entry

You create a customer contact manually if for example, you want to log an inquiry made on the telephone.

Customer contacts can be automatically created as an additional result of a transaction, such as changes to a budget billing amount. When a contact is created automatically and any of the data that is required to create this contact is unavailable, a dialog box is displayed to enter this data.

Use the BCONTACT.CREATE method in the BOR for creating customer contacts.

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Logcustomer

contact

Assign bank details

in the contract

account

Identification

Enterbank details

in thebusiness

partner

Customerdata is

stored in the

clipboard

Example: Customer Contact in the Business Process

The logging of a customer contact can be part of a business process. In the above example, an customer contact is created when the bank details are changed.

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Rate infogiven

Account Infogiven

Bill infogiven

MR infogiven

Other Other

BB info provided

Billing

Information/

4712 Mr. Maier

BillingReversed

Budget billingchanged

Devicecomplaint

Billingcreated

Other Other

Confirmationgiven

Quotationcreated

ServiceComplaint

4711 Mrs. Schulz

Contact class

Contact activity

Structure of Customer Contacts

Individual customer contacts are described in IS-U by certain contact activities, which are grouped in contact classes.

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ActivityActivity

Activity Contact class

Contact classes group the contacts, for example:

information, complaints, etc.

Contact activities describe a process within a contact class, for example:

Rate information provided

Account information provided

Both of these belong to the Information contact class

Contact Classes, Contact Activities

You can define contact classes and contact activities in Customizing to correspond to the customer contacts used in your enterprise.

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Object links in customer contacts are classified by their role, for example:

Move-in customer

Faulty device

You can define roles in Customizing

You can allocate roles to contact activities, so that

an object link is mandatory

a maximum of one object link exists per contact activity

no object links can be created

Object references are created as general object links using the generic object services

You can use as many objects as you want in a reference

Object Links

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Automatic creation ofcustomer contacts

Pre-assigning certain fields in the customer contact

Contact class, contact activity

Contact type, contact direction, customer information, additional documents

Business partner and contact person (category, grouping, type, and function category of business partner)

Configuration

You can configure the system to automatically create customer contacts by pre-assigning various customer contact fields in Customizing.

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User group

Call context =Program context + sub-context

Configuration

Dependent on calling program

Dependent on user

User groupUser group Program contextProgram context SubSub--contextcontext

CUSTCUST

........

CUSTCUSTDEVDEV

SAPLEC50SAPLEC50

......

ABCDABCD

........

ConfigurationConfiguration

001001002002

003003

Configuration Determination

The fields and screens of customer contacts can be configured to suit individual user groups. Each SAP user must be allocated to a user group. To do this, use parameter CUG (user specifications).

You can also define different configurations for particular programs. To find out in which programs you can do this, see the F4 help. In the example above, a different configuration is used whenever a particular user group uses the move-in function (program SAPLEC50).

If customer contacts are created within front office processes, no entries need to be made in the table. The Configuration parameter is assigned a value by the process data flow.

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Text 1

Text 2

IS-U print workbench

Formclass

Applicationform

Automatic customer contactfor every printout

All bills Specific bills only

Customizing

A Customer Contact for Every Print Activity

You can configure the system so that a customer contact is created after every print activity. triggered by the IS-U print workbench.

Customizing tables control how customer contacts are created. If a contact is to be created every time the form class is used for notifications, the control parameters must be defined in the form class.

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Statisticaloverview

Analysis by:

Business partnerDateContact classActivity

Report RBCONTFO

Contacts for acustomer

Can be used in:

WorkflowsThe CIC

Method ContactOverview

As additional information

Previous customer contacts can be called from the CIC

Account overview

Analysis of Customer Contacts

The system gives the agent an up-to-date overview of previous customer contacts in the accounts overview display.

The customer contact overview is provided as a standard front office call.

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Contact is createdwith "End contact"Contact is createdwith "End contact"

Activate / deactivatecontact creation

Contact dataContact data

Field for user-defined text

Component: CONTACT_MAINTENANCE

Customer Contact

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Configure the Customizing settings for the navigation and application area

Integrate HTML pages in the application area

Configure and manage customer contacts

Navigation and Application Area: Unit Summary

Navigation and Application Area: Exercises

Unit: Navigation and Application Area

Topic: Configuring the Navigation and Application Area and Creating and Evaluating Customer Contacts

Configuring the data environment in the navigation area

Calling a data environment

Creating an IS-U Navigator environment

Integrating the IS-U Navigator environment with a CIC configuration

Processing customer contacts

The CIC provides a fast, comprehensive overview of the environment of a specific data object. This chapter will explain how these data environment displays are configured and integrated as calls in the CIC configuration.

In addition, the CIC provides various options for creating customer contacts. These options are illustrated below.

1 Components in the navigation and application area

1-1 The navigation and application areas each contain several tab strips that can contain special components like the clipboard, contact processing of the current customer contact, the customer overview, and the data environment.Determine the current instantiation under profile category DEFAULT_WORKSPACES in your CIC profile, ZPROF0##. Copy this profile to the name ZNAV0## (0##: group number). Write down

1. The selected clipboard component for the navigation area

_________________________ and

2. The component in the environment of the navigation area and its profile.

_________________________

In addition, copy the latter profile to name ZUMF0## (0##: group number) and change the data environment display of the navigation area such that the business partner is now the entry object in the data structure.Define your profile, ZUMF0##, in the appropriate tab page of your navigation area in profile ZNAV0##.Then change the instantiation of profile category DEFAULT_WORKSPACES to ZNAV0## in CIC profile ZPROF0##.

1-2 Displaying the IS-U data environment

The IS-U navigator provides an overview of the environment of a data object (for example, a customer, a connection object, etc.) in IS-U.

Display the environment of the connection object on Oxlade Drive 0## (0##: group number) for the business partner with the customer number PJ0203A0##.

1-2-1 How do you proceed?______________________________________________________

1-2-2 Which devices are installed in the connection object?______________________________________________________

1-2-3 Navigate forward and display the bank details that are entered in the business partner. What did you find?

Bank details________________________________________

1-2-4 How can you determine whether these bank details are used for the direct debit of open receivables in the customer’s account in FI-CA?______________________________________________________

1-3 Creating a navigator configuration

You can define data environments for an object (for a business partner, for example) yourself. You define the information you want to see on your list.

In this exercise, create a navigator configuration that looks like this:

Z_GR0## I____ISUPARTNER Business partner I____ISUACCOUNT IS-U: Contract account I____ISUCONTRCT Utility contract I____BUDBILPLAN Budget billing plan I____INSTLN Utility installation

1-3-1 Create a navigator configuration

Create a navigator configuration with the key Z_GR0## (0##: group number) and the entry object Contract account.

1-3-2 Create the hierarchy structure

Create the hierarchy structure such that it looks like the diagram above.

1-3-3 Object type attributes

Take the validity period into account for the utility installation.Save the navigator configuration.

1-4 Integrate the navigator configuration as a call from the data environment of the navigation area.To be able to display the data environment for the contract account from within the CIC, you have to integrate it as a call in the action profile of the data environment in the navigation area. In the previous exercises, you created your own data environment, ZUMF0## (##:group number). Now add this call to the data environment.

1-4-1 Create the call

Integrate your navigator configuration as a new transaction under the contract account. Select VKUM as the call ID code and Environment contract account as the description. You must also enter a short text that you would like to see

used for this call in the CIC. Select an icon of your choice for the call. The method for this call is DISPLAYENVIRONMENT of object type ISUBUSVIEW. The processing type is now 2 Display/Change.

1-4-2 Define the data flow

Define the export data flow for the following fields: Initial object, From-date (today’s date), To-date (today’s date) and Navigator configuration. Use your configuration Z_GR0## (0##: group number) as the navigator configuration.

Now define the import data flow. Once the environment has been displayed, the Contract account object should be placed on the clipboard.

Insert the relevant objects as target elements in the import data flow and assign them the appropriate values from the call container using F4 help.

Save the action profile.

1-4-3 Display the data environment for the contract accountFrom within the CIC, display the data environment for the contract account of business partner PJ0203A0##.

1-5 Integrating an HTML page in the customer overviewYou want to display SAP’s Web site, http://www.sap.com ,in the customer overview of the application area. To do this, create an HTML configuration called ZCUSTINFO0## (##: group number) in the application area and integrate it as a component profile in application area ZNAV0##. Test your changes.

2 Customer contact

Rose Taylor

0## Oxlade Drive

Boston 02100

D Double-rate meter

Single-rate meter

2-1 True or false?

2-1-1 You can only create customer contacts manually.

______________________________________________________

2-1-2 You can define the customer contacts required by your enterprise in Customizing.

______________________________________________________

2-1-3 Customer contact management provides the agent with a quick overview of a business partner's previous customer.

______________________________________________________

2-1-4 The CIC contact contains all the objects related to the business partner that have been saved during the course of processing that business processor – even those that were placed in the clipboard. ______________________________________________________

2-2 Creating a customer contact manually

A customer calls your utility company and asks for information about her outgoing payment method. The agent displays the customer’s contract account and answers the question. The agent then logs the customer contact with a link to the contract account. This last step is the one you will carry out in this exercise.

First, identify the business partner with customer number PJ0203A0### and create a customer contact. You can find the Create contact process in the action box under the Customer call group.

To create a customer contact, select the activity Payment information. Select a contact type, and specify the contact as received.

You also need to link the contact to the contract account. Attach the customer’s contract account in the form of a BOR object to the contact and create a note with the following text: Customer wishes to pay by direct debit. Save the contact.

2-3 Analyzing customer contacts

When a customer calls, an agent will often find it helpful to have immediate access to records of previous contacts with the customer. The agent will usually call this information from the CIC. You can access an over view of the customer contacts at various points in the CIC. , which you will practice in this section.

Display all previous customer contacts for business partner PJ0203A0##.

2-3-1 To do this, use the Documents overview in the navigation area. Select the Initial Reporting of a Move-In contact from the list by double-clicking on it. You then branch to the corresponding contact. The move-in document is stored as the object in this contact. Display the move-in document.

2-3-2 You will find the Customer overview in the Information call group. You can also display previous contacts here. Which customer contacts have already occurred?

2-4 Creating a customer contact within a business process

Many business processes already incorporate the creation of a customer contact. You will learn how to define a customer contact as a step in a CIC process in the next exercise. In this exercise, you will create a customer contact as part of a business process. The advantage of process chains like this is that values can be pre-assigned to certain fields in Customizing.

Process description: Your business partner, Ms. Brown of 0## Oxlade Drive (0##: group number), appears in person at your Customer Center. She wants to change her budget billing amount because she is expecting lower consumption in the future.

The process Change budget billing plan consists of the following steps:

Change budget billing plan

Create customer contact A customer contact is created in the last step. The customer contact can contain predefined data such as: the contact class, contact activity and business partner.

2-4-1 Start the Change budget billing plan process. Change the budget billing amount of the electricity contract to UNI 100 and the water contract to UNI 120. To do this, use the Change BB amount button in the budget billing plan.

2-4-2 Once you have saved, the screen for creating customer contacts automatically appears. Check that the budget billing plan has already been created as the object link. Change the contact type and save the customer contact.

2-5 CIC contact

The CIC contact is a contact that automatically logs all the activities performed in the CIC when a business partner calls. In addition to the business partner, all the objects that are located in the clipboard when the contact is ended are also referenced.

Call up the CIC and call up your business partner PJ0203A0## again. Call the customer overview. Copy the electricity contract to the clipboard. Return to the CIC and press End contact to end the contact. Call the business partner again and navigate to the CIC contact that was just generated. Which object was referenced, and which contact class and contact activity were automatically selected?

Where is the proposal for contact class and contact activity maintained for the CIC contact in Customizing?

Navigation and Application Area: Solutions

Unit: Navigation and Application Area

Topic: Configuring the Navigation and Application Area and Creating and Evaluating Customer Contacts

1 Navigation and Application Area

1-1 Choose Customer Service Customer Interaction Center (CIC) CIC Profiles Maintain CIC Profiles.

The instantiation under profile category DEFAULT_WORKSPACES is ZNAV000.

In Customizing, choose SAP Utilities Customer Service Customer Interaction Center Maintain Standard Settings for Navigation and Application Area, select profile ZNAV000 and choose Copy as. Enter profile name ZNAV0## and profile text “Profile group 0##”.

Press Enter. The message appears that the entry to be copied has dependent entries. This refers to the allocated components, which you also want to copy. Choose the Copy all button in the message. Choose Copy all in the dialog box. A confirmation prompt appears informing you that 6 entries were copied. Choose Confirm and then save your entries.

Select the new profile and choose Display areas. Double-click on the third tab page, navigation area clipboard, and you will see the selected component BD_DISPLAY, which controls the clipboard for temporarily saving objects.

You can also double-click on the first tab page, environment of the navigation area, to see component NAV_VIEW with profile ZUMF000.

Now go to Customizing and choose:

SAP Utilities Customer Service Customer Interaction Center Define Data Environment for Navigation Area.

and copy profile ZUMF000 to your new profile ZUMF0##. Select this profile and start change mode. You see the business partner as the top node in the structure. Set the Display active flag in subscreen Business Partner Attributes and save your profile.

Now go to the IMG activity Maintain Standard Settings for Navigation and Application Area and save your environment configuration, ZUMF0##, under profile ZNAV0## (navigation area, first tab page).

In the last step, save the instantiation of your navigation and application area in the profile attributes of your CIC profile, ZPROF0##.

To do this, choose Customer Service Customer Interaction Center (CIC) CIC Profiles Maintain CIC Profiles.

The responsible profile category, DEFAULT_WORKSPACES, is given the instantiation ZNAV0##.

1-2 Displaying the IS-U data environment

1-2-1 How do you proceed?

Enter customer number, PJ0203A0##, in field Business partner in the search criteria and press Enter twice in order to fill the data environment in the navigation area.

Position the cursor on the premise and click the right mouse button to select the Connection object environment. A list containing the data environment for the connection object on Oxlade Drive 0## (0##: group number) is displayed. Press the corresponding button to expand the environment.

1-2-2 Which devices are installed in the connection object?

You see that the connection object contains an object location in which the following devices have been installed:

Device: PJ0203A0## and Device: PJ0203B0##

1-2-3 Navigate forward and display the bank details that are entered in the business partner. What did you find?

To branch to the contract partner display, double-click on the Business partner field or on the ID located beside it. Scroll forward to the third tab page, Payment transactions. All bank details for the business partner are entered here. In this case they are:Account: 1230## at Mellon Bank, Massachusetts, bank number: 70070010.

1-2-4 How can you determine whether these bank details are used for the direct debit of open receivables in the customer’s account in FI-CA?

Display the contract account to see whether these bank details are used (either by navigating forwards from the data environment list, or from the business partner via the Contract accounts button). The first set of bank details is stored in tab page Payments/Taxes as an incoming payment method and is therefore used for the direct debit of open receivables.

1-3 Creating a navigator configuration

1-3-1 Create a navigator configuration

In Customizing, choose the following path

SAP Utilities Customer Service Customer Information Configure Data Environment Display

and enter key Z_GR0## (0##: group number).

Choose Create. Select ISUACCOUNT as the initial object and enter Navigator Configuration Group 0## (0##: group number) as the description.

(0##: group number). Press Enter to confirm.

1-3-2 Create the hierarchy structure

You have selected the contract account as the entry object. This is now displayed against a yellow background.

1. Business partner:Position the cursor on the initial object. Choose Create father to insert the business partner into your list. To do this, choose the element from the structure reader navigation.

2. Utility contract:Position the cursor on the initial object. Choose Create child to insert the utility contract into your list. To do this, choose the element from the BOR navigation.

3. Budget billing plan:Position the cursor on the utility contract. Choose Create child to insert the budget billing plan into your list. To do this, choose the element from the BOR navigation.

4. Utility installation:Position the cursor on the budget billing plan. Choose Create brother to insert the utility installation into your list. To do this, choose the element from the BOR navigation.

1-3-3 Object type attributes

Position the cursor on the utility installation and select menu path Edit Choose. A dialog box appears. Mark the With validity checkbox.

Confirm your entries and save.

1-4 Integrating the navigator configuration as a call from the data environment of the navigation area

1-4-1 In Customizing, select the activity

SAP Utilities Customer Service Customer Interaction Center Define Data Environments for Navigation Area.

Use Maintain Action Profile to change action profile ZUMF0## (0##: group number).

Expand transaction group 0003 and position the cursor on the transaction under which you want the new call to appear. Choose Create transaction. Enter data in the fields of the dialog box as follows:

Call ID code VKUMCall ID Environment contract accountCall ID code menu Account envir.Icon name Use F4 help to choose an iconProcessing type 2

In the call definition, choose type Method and enter ISUBUSVIEW in the Object type field. Enter DISPLAYENVIRONMENT in the Method field.

Choose Standard (generated) as the parameter dialog and choose Run in application area if possible in the runtime specifications.

In the export data flow, assign the contract account the following values using the F4 help:

Entry object: &NODEOBJECT.CONTRACTACCOUNT&From-date DATE in format YYYYMMDDTo-date DATE in format YYYYMMDDNavigator configuration Z_GR0##

In the import data flow, choose New target element to create element CAccount with data type reference Object type ISUACCOUNT. Use the F4 Help to assign the target elements the following value:

Contract account &ROOTOBJECT&

Go Back to exit the definition of the data flow and save the action profile.

1-4-3 Display the data environment for the contract account

Select business partner PJ0203A0## using the search area. Select the contract account in the data environment of the navigation area and click the right mouse button to select your new call. Expand the entire tree. You see the budget billing plan and the utility installation under the two contracts for the contract account. When you return to the CIC, the contract account is saved in the clipboard of the navigation area.

1-5 Including an HTML page in the customer overview

Choose Customer Service Customer Interaction Center (CIC) Component Configuration Application Area Maintain HTML Configuration of Application Area.

Use New entries to create a new entry with the name ZCUSTINFO0## (## = group number). Define the external URL http://www.sap.com and a text label. Activate the stop, navigation, and refresh keys and save your entry.

Now integrate HTML configuration ZCUSTINFO0## as a profile of component CUSTINFO in application area ZNAV0##.

Choose the following IMG activity: SAP Utilities Customer Service Customer Interaction Center Maintain Navigation and Application Area.

Define your HTML configuration, ZCUSTINFO0##, with the title Customer Overview in the display area of the first tab page.

Call the CIC again and select your profile under position Customer Service ##. Enter business partner PJ0203A0## in the search criteria and press Enter twice to confirm. SAP’s home page should now appear in the application area.

2 Customer contact

Rose Taylor

0## Oxlade Drive

Boston MA, 02100

Double-rate meter

Single-rate meter

2-1 True or false?

2-1-1 _________________________________________________________

False. Customer contacts are also created automatically.

2-1-2 True

2-1-3 True

2-1-4- True

2-2 Enter business partner number PJ0203A0## in the search criteria.

You can find the Create contact process in the action box under the Customer call group. Start the process. To create the customer contact, select the Payment information activity from the Information contact class using the F4 help. In the Contact type field, use the F4 help to select a contact type. In the Direction field, specify the contact as received.

Choose the Business objects tab page. The subscreen for creating object links appears.

To create the reference to the contract account, press the Add object button. Once you have selected BOR object Contract account in the dialog box that appears, navigate to the data finder search screen to identify the contract account. Enter business partner PJ0203A0## and press Enter. As the system only finds one contract account, the system automatically inserts this in the table as the object link.

At the bottom of the screen there is a notepad in which you can enter text. Save the contact.

2-3-1 To do this, use the Documents overview in the navigation area and press the button to refresh the display. Expand the previously saved contacts and select the Initial Reporting of a Move-In contact from the list by double-clicking on it. You then branch to the corresponding contact. The move-in document is stored as the object in this contact. Display the move-in document.

2-3-2 The following customer contacts have been created to date:

- A new customer moves in

Payment information

angelegt worden.

2-4-1 Identify the customer and display the data environment in the navigation area. You will find the Change Budget Billing Plan process under the Customer call group.

After you have started the Change budget billing plan process, a dialog box appears with sub-budget-billing plans for the electricity and water divisions. Select a line and branch to the change mode of the sub-budget-billing plan.

Press the Change BBamt button. A dialog box appears in which you can change the sub-budget-billing amount for both the electricity and water contracts. Change the budget billing amount for electricity to UNI 100 and for water to UNI 120. Press Enter. You return to the initial screen and can see that the budget billing amounts have been changed.

Save the entries. You will be asked if you wish to send the customer a letter confirming the change to the budget billing plan. Choose No.

2-4-2 The customer contact appears automatically. Choose the Business objects tab page to navigate to an overview of existing object links. There is already an entry for the budget billing plan here.

Enter a different contact type (use the F4 help) in the Contact type field and save the customer contact.

2-5 Choose business partner PJ0203A0## again and press Enter to store it in the data environment of the navigation area.

Call the Customer overview from call group Information in the action box. Position the cursor on the company code in the contract subscreen and press the Object to clipboard button.

Press F3 to return to the CIC and make sure that the electricity contract has been copied to the navigation area clipboard. Press the End contact button to end this CIC transaction and then call the same business partner again. In the Documents tab page of the navigation area, double-click to display the last saved CIC contact Activity in Customer Interaction Center

The referenced object is the electricity contract with number PJ0203A0##.The contact class is 22 CIC Contact and the contact type is 1 Activity in Customer Interaction Center.

You can define these default settings in the IMG with path Financial Accounting Contract Accounts Receivable and Payable Business Transactions Customer Contacts Define Configuration under configuration CIC_DEF.

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Using front office processes

Customizing front office processes

Special methods for modeling complex front office processes

Contents:

Front Office Processes

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Create front office processes

Use special support methods in front office processes

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Front Office Processes: Unit Objectives

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Calls (technical)

Methods (from the BOR) Change customer Data environment of connection object

Front office processes Change bank details

Workflows Disconnection/reconnection Service connection

Test runs (CATT procedures)

BDC sessions

CIC profile

SAP Utilities

Calls (technical)

Behind every front office call you always find one of the four process categories listed above. BOR methods:

Methods from the Business Object Repository have a significant part to play in integrating business processes into the front office. Methods are also the smallest units with which you can work when configuring front office processes and workflows.

Computer Aided Test Tool (CATT):CATT procedures are not based on BOR methods. A CATT procedure is a record of a specific sequence of R/3 transactions that can be executed and transported in batch input. First, the transactions are executed in their most typical sequence. This sequence is recorded to form a business process. Transactions are always in a fixed linear sequence. CATT procedures should therefore be used as a last resort and only if no BOR methods exist for the transactions and applications you need to integrate in your business process. For a detailed description of how to create CATT procedures, please see the documentation under R/3 library -> Cross-application components -> Computer Aided Test Tool.

Workflows: The definition of workflows is described in detail under R/3 Library -> Basis -> Business Management -> SAP Business Workflow.

Front office processes: You can model front office processes for use in the IS-U system only. This unit describes the modeling of front office processes in detail.

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BOR Object Type

Contract

BOR objects

Customer 10004711Customer 10004712Customer 10004713

Attributes

NameCustomer group

Address...

Key fields

Customer number....

Methods

ChangeCreateDisplay

Events

Customer createdName changed

Business Object Repository (BOR)

The Business Object Repository is the strategic, object-oriented interface with R/3 business functionality.

The BOR is a fundamental prerequisite for configuring and using the front office. A BOR object type describes the attributes and applications that objects of the same type (customers or

contracts, for example) have in common. A BOR object is a specific instance of a BOR object type, as in, for example, customer Smith with customer number 10004711.

A BOR method can be used as a front office call. You can, for example, use the method CREATE with the object type ISUPARTNER to integrate a front office call for creating a customer into the front office. This is a simple example of a front office call. For more complex business processes, you may need several steps - that is, a sequence of several BOR methods.

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Call Definition: Method

Uses the Business Object Repository and a method

To determine whether a BOR is available:

Press F4 and search for Description or

SWO1 and search the Business Object Repository

Choose business objects / organizational categories

Display the object type and determine the suitable method

Parameters: Are exported for the transaction

Accessing the directory of business objects: Tools --> Business Workflow --> Development --> Business Object Builder The following information is helpful in determining suitable BORs:

The method should have a dialog, otherwise it will not be displayed. If the parameters do not contain the information that you want to transfer from the CIC (such as the

customer number), then you don't have the right BOR. BAPIs (characterized by a green dot) are usually not suitable for CIC transactions.

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Call Definition: Workflow and Test Procedure

Workflow

Define the task type and task ID

Test procedure (CATT)

Requirements regarding window size and command field confirmation

Not very effective in the call center environment

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A sequence of R/3 functions that represent a business process

A process carried out by a front office agent

A process that is dealt with immediately

A process that can trigger background processes (workflows)

What Is a Front Office Process?

A front office process enables you to model R/3 functions in a pre-defined sequence. The purpose of a front office process is to model a business process in the system that can be carried out

immediately in the front office by an agent in direct contact with a customer. A front office process can be cancelled at any time. A front office process can contain a workflow as one of its process steps. In such a case, the workflow is

triggered by the front office process, which then proceeds immediately with the next process steps (so it is not necessary to wait for the workflow to be completed).

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Logcustomercontact

Assign bank details

in the contract

account

Assign bank details

in the contract

account

IdentificationIdentification

Enterbank details

in thebusiness

partner

Enterbank details

in thebusiness

partner

Customerdata isstored in the

clipboard

Customerdata isstored in the

clipboard

BORmethod

Step 1 Step 2 Step 3

Change Bank DataChange Bank Data

Front Office Process: Example

This slide illustrates a simple example of a front office process. The process Change bank data comprises three process steps. Behind each process step is a method from the Business Object Repository.

In the first process step, the business partner is changed using the method ISUPARTNER EDIT. In the second process step, the contract account is changed using the method ISUACCOUNT EDIT. In the third process step, a customer contact is created using the method BCONTACT CREATE.

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Front office process

Workflow BORmethod

Step 1 Step 3

Sequence of process steps from BOR methods

Front office processes

Workflows

CATT procedures

Editor steps

Used for modeling customer-specific business processes

Step 2

Front Office Process (Technical)

Customizing for front office processes is a powerful tool which enables you to integrate complex IS-U business processes into the CIC/front office.

A front office process consists of one or more process steps, which can, in turn, consist of other processes.

An editor step is a screen that is generated by the system with fields that are a direct reflection of its defined parameters. An editor process enables you to enter data required by subsequent process steps. You use the data flow to define how the entries made by an agent are processed by the front office process. For the fields in an editor step to be processed further, the subsequent steps have to be able to import the parameters. An example of such a process is Workflow with users/notes, which is supplied as part of the standard IS-U system.

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Front office processes: Chain of processing steps that

Are usually to be processed immediately

Are carried out by front office agents

Are not logged

Workflow: Chain of processing steps that

Are not processed immediately (back office)

Are carried out by different agents and/or departments

Are logged

Differences Between Front Office Processes and Workflows

The purpose of a front office process is to model a business process in the system that can be carried out immediately in the front office by an agent in direct contact with a customer. A workflow, on the other hand, is used to send tasks to specific agents for processing via the integrated inbox.

Unlike a workflow, a front office process is not a persistent. That means the sequence of a front office process is not written to the database. The progress of a workflow, on the other hand, is stored in the database in the form of a step log.

A front office process can be cancelled at any time. A workflow process must be completed according to its pre-defined end point.

A front office process can contain a workflow as one of its process steps. This means that workflows can be triggered by front office processes. After a workflow has been called, the system resumes the front office process, meaning that the subsequent steps can be processed immediately.

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Processstep 2

container

Processstep 3

container

Processstep 1

container

CIC data

Process container

Processdata flowProcessdata flow

CICdata flow

Exportdata flow

Importdata flow

Data Flow of a Front Office Process

Just as in SAP Business Workflows, every front office process has its own data container which contains all the data necessary to control the process.

Each process step also has its own container. This is supplied during runtime with data from the process container by the process manager .

The necessary parameters for the process container are pre-defined by the process step interface. These parameters are assigned suitable values via the data flow defined for each process step. Taking the data flow for the call as a whole into account, an import and an export data flow is defined for each individual step.

The values available for use in the import data flow are constants, system fields and data from the process container.

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Customer

Becker Berlin

Bus. object display

200000334

Export from business object

display to transaction

Import from transaction to

business object display

Data Export and Data Import

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Action Box Call: Data Flow

Export data from the business object display to the transaction

Customer number, contact person, order number

Export constants to the transaction

System date, time, user ID, order types, priorities

Import data from the transaction back to the business object display

Document numbers, material numbers

Main object is already known from the call

The Maintain Data Flow screen is displayed as soon as a new call is created. If the call already exists and you want to update the data flow, position the cursor on the call and click on Data flow.

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Data exported to transaction

Data imported to

Example: Start an action box call from the clipboard

Export customer from business object

display to transaction

Contact imported from transaction to

Transaction <== Customer Interaction Center

Customer Interaction Center <== Transaction

Constants can be defined if the method supports these parameters. No additional customizing is required.

Data Flow: Clipboard --> Transaction

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Example: Starting a transaction from the context menu

Customer data is exported

from context menu to

transaction

Processed object from

transaction is imported to

Data Flow: Context Menu --> Transaction

Data exported to transaction

Data imported to

Transaction <== Customer Interaction Center

Customer Interaction Center <== Transaction

The following objects are available to define your new data flow:<*NODEOBJECT*>: The object selected at runtime<*ROOTOBJECT*>: The current business partner at runtime

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Available Data Flow Functions

Display target element setup

Add new priority

Delete priority/target element

Create new target element

Target element: Specifies an element of the same type and with the same structure for export; the transaction expects these properties. The target element can have either an object reference or a DDIC reference. The target element can be configured such that it supplies the required information for the import.

Adding a new priority:Copies the line in the current cursor position and increases the priority. This makes it possible to have different sources for the same target element. When one source cannot provide the requested data, the second source is used.

Deleting a priority/target element:Deletes a line in the export data flow. If the line was added with Add priority, the remaining rows of the affected target element are all assigned new priorities.

Create new target elementData source via F4 helpAvailable data sources:ConstantsSystem fields such as sy-unameContainers that contain the business object display

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Create con-nection objectin background

BOR method

Enter connection object data

The editor step is a screen used for data entry It simplifies the data entry process

It enables you to enter additional data

It enables you to customize the entry fields

... ...

Front Office Process: Editor Steps

You can insert your own screens into a front office process. You can also determine yourself which data fields the screens contain.. You configure the data transport for the subsequent object methods when you define the data flow in the editor step.

For an example of an editor step see the FO process IDCREAT. You can create new connection objects using the method CREATEDIRECT without using dialog steps. To do this, enter the appropriate data in the previous editor step, IDCPAR2.

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CCPSJUMP .ONTRUE

Marker

FO process jumps whencondition is met (IRESULT)

Front Office Process: Markers

Enable you to jump to specific steps of a front office process

The methods of type CCPSJUMP use markers

You can use a front office processes to model complex business processes whose progress is dependent on the result of other processes (conditions). This is done using special methods in combination with markers.

The object type CCPSJUMP enables you to jump to certain steps in a process, provided that the step is executed with a marker. You can use the following methods: CCPSJUMP.ONFALSE FO process jumps to subsequent step is condition is incorrect CCPSJUMP.ONFALSE FO process jumps to subsequent step is condition is correct CCPSJUMP.UNCONDITIONAL FO process always jumps to subsequent step

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Editor step with Marker 1Data entry screen

CONNOBJ.CREATEDIRECT The system creates a connection object in background

PREMISES.CREATEDIRECT with marker 2The system creates a premise inthe background

CCPSMSG. EXEC Output error message

CCPSJUMP.UNCONDITIONAL Jump to marker 1

CCPSJUMP.ONFALSE Jump to marker 2 if no errors occur(condition incorrect)

Enter connection object data

Create connectionobj. in background

Errors?

Yes No

Output error message

Create premisein background

Marker: Example

The above example is extracted from the front office process IDCREATE initial data creation. Error messages are outputted using the method CCPSMSG.EXEC.

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CCPTAB.LINES

You can process table entries in a front office process

Methods of object type CCPTAB read, count and process table entries

Front Office Process: Table Processing

Can also perform calculations

Methods of object type CCPMATH add, subtract and check consistency

The object types CCPTAB and CCPMATH contain functions which can be used to assist the processing of tables.

You can use the following methods: CCPMATH.INCREMENT Increments input parameters CCPMATH.ADD adds two more input parameters CCPMATH.EQU checks the consistency of two input parameters CCPTAB.LINE Determines the number of table lines CCPTAB.READLINE Reads table lines

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Editor stepData entry screen

CCPMATH.INCREMENT with marker 1Increment register by 1

CCPSJUMP.ONTRUEJump to marker 1if condition is met

CCPTAB.READLINE Read a table row

CCPMATH.EQU Check two numbers for consistency

CCPTAB.LINES Determine number of table entries

Enter installationdata

Determine number of table entries

Table entry with line = read register

Increment registerby 1

Create installation in background

Register = number of table entries?

INSTLN.CREATEDIRECT Create installation in background

Table Processing: Example

The above example shows how to insert a loop into a front office process.More than one installation can be created during initial data creation. The necessary data is entered in the table as part of an editor step. The loop can run several times based the number of table entries created in each installation.

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Yes No

Enter IDC andconnection object

Create connectionobj. in background

Errors?

Yes No

Create premisein background

Create device loc. in background

Enter IDC data

Determine numberof installations

Create installation?

Does connection object already exist?

Front Office Process: Initial Data Creation (1)

The above example is extracted from the front office process IDCREATE initial data creation. The standard process Initial data creation contains the following functions:

Creation of a connection object, if one does not already exist Creation of a premise and a device location Creation of one or more installations (or none, if not necessary) Creation of a service order

The Initial data creation process runs in the following sequence:First, all the data required for an initial data creation can be entered in a parameter screen. This includes all the address and premise data. The data of the installations(s) is entered in a separate table.If you do not specify a connection object then the system creates a new one automatically. The system then creates a premise and a device location in background. It uses the data entered in the parameter screen.Before the system creates the installation(s), it uses the table entries to determine exactly how many installations to create.

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Create installation?

No Yes

CreateSM order

Create installation in background

Errors?

Yes No

Enter installation data

Create additionalinstallations?

No Yes

End ofIDC

Front Office Process: Initial Data Creation (2)

The above example is extracted from the front office process IDCREATE initial data creation. A loop has been developed to enable you to create several installations simultaneously. The creation of

these additional installations is summarized in the FO subprocess IDCREAT2 Initial data creation subprocess, in which the FO process IDCREAT is called in one of the steps. Once all the installations have been created, the system creates a service order for device installation.

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Create front office processes

Use special support methods in front office processes

Front Office Processes: Unit Summary

Front Office Processes Exercises

Unit: Front Office Processes

Topic: Creating a Front Office Process

Creating a front office process

Typical business processes in your company can be modeled in IS-U using front office processes. In the following section you are going to create a front office process comprising a number of different steps.

1-1 Creating a front office process

One business process that has to be performed frequently at a utilities company is the creation of an installment plan. Once the installment plan has been created, a customer contact must be logged. This customer contact must be linked to the installment plan using an object supplement. To be able to initiate this business process from the IS-U front office, you first need to define a front office process consisting of two steps: Creating an installment plan and Creating a customer contact.

1-1-1 Create a front office process

Create a new front office process with key ZIPL_0## (0##: group number). Enter the description Create installment plan in the header data of the front office process.

1-1-2 Create the process steps

The process steps represent the actual activities themselves that together make up the front office process.

Insert two steps as process steps. For the first step, use Create installment plan (step number 10, object type) and, for the second step, Create customer contact (step number 20). Both steps are methods in the Business Object Repository (BOR). Open another session and display the BOR. Use the structure search function to find the relevant object types in the Contract accounts receivable and payable and Customer service components within the Utilities industry component. Display the two object types and their methods.

The step numbers are freely-definable and merely indicate the sequence in which the steps are performed. If you assign your steps the numbers 10 and 20, for example, you leave yourself the option of creating other steps between these two later, if necessary.

1-1-3 Fill the process container

The process container contains all the data required in the course of the front office process.

The data flow between the Front Office Workbench and the front office process (see the section on Front Office Configuration) or between the individual process steps and the process container can only be described later if all the necessary parameters have been stored in the process container.

To define the data container for the entire process, answer the following question:Which parameters must be imported into the process container from the Front Office Workbench and which parameters must be exported? Fill the process container with the data necessary to achieve the following result:

You want to create an installment plan for the open items of a contract account, which means that the contract account should be passed on to the process.

The second process step is to be supplied with information about the installment plan (for the link to the installment plan).

You must be able to return the customer contact, contract account and installment plan to the Front Office Workbench so that they can be stored in the clipboard, for example.

The name you chose for the elements is used in the process container, which means that these element names are used in data flow definition.

Within front office process definition you will now describe the data flow between the process container and the individual process steps, so that these steps can be supplied with the values known to the process.

In the export/import data flow, you assign appropriate elements, such as those in the process container, to the parameters of each individual step. You can display these elements using the F1 help. In the container are all the fields/element attributes you specified, as well as the system fields/constants. The elements that may match the parameters are color-coded (see the color legend).

Define the data flow of the individual steps in the process. Note the following specifications:

1. First step: Create installment plan To be able to create the installment plan for a contract account, pass the contract account in object form to the process step. Once the installment plan has been created, pass it to the process container so that it can be passed on to the next step later.

2. Second step: Create customer contact To allow as much automation as possible during the creation of the customer contact for this business transaction, the following fields have to be supplied with values at runtime:

- The business partner (BUSINESSPARTNER) for whom the installment plan was created. Use the F4 help to find the business partner as an attribute of the contract account.

- The contact type (CONTACTTYPE) Telephone. Use the F4 help and look under the constants.

- The contact class (CONTACTCLASS) Contract account. Use the F4 help and look under the constants.

- The contact activity (CONTACTACTIVITY) Installment plan created. Use the F4 help and look under the constants.

- The user who created the contact (CREATEDBY). Use the F4 help to find the user in the system constants.

- The object supplement (CONTACTOBJECTS) that provides a reference in the customer contact to the installment plan created. Look for the object type Installment plan in the container.

- The date (CREATEDON) on which the customer contact was created. Use today’s date as defined in the system fields.

Once the customer contact has been created, it should be copied to the process container.Save the front office process.

1-2 Integrating the front office process as a call in the CIC configuration

In this section, you will integrate the FO process you created in Exercise 1-1 into your CIC configuration in order to test the process. First call up the data environment you created in the previous unit, ZUMF0##, for the navigation area and perform the following steps:

1-2-1 Maintain the activity profile

Select your data environment, ZUMF0##, and press the Maintain activity profile button. Expand Transaction group 0003 Account.

1-2-2 Integrate the FO process as a call

Integrate your Create installment plan front office process with transaction group Account. Select 0305 as the call ID code and Create installment plan as the description. You must also enter a short text that you would like to see used for this call in the front office.Select an icon of your choice for the call and the appropriate processing type. The parameter dialog is to be specified by the process and the front office process is to be started in the application area whenever possible.

You now have to define the data flow between the Front Office Workbench and the front office process for each individual call. In the section entitled Create a front office process, you have already defined the FO process container and the data flow between the individual process steps within the front office process.

Define the data flow for the Create installment plan call. Define both the export data flow (from the Front Office Workbench to the process container) and the import data flow (from the process container to the Front Office Workbench).

First , define the export data flow. The process will be supplied with values that the CIC agent chooses from the data environment of the navigation area.

The target elements in the export data flow are generated from the import parameters of the front office process. You already defined this in the front office processes section. You use the F4 help to assign values from the Front Office Workbench to these target elements. The system highlights the most appropriate values for each parameter in a different color (see color legend).

For an explanation of the values available via F4 help, please see the slide entitled Sources of Data in the Data Flow. This should enable you to choose the correct values.

Now define the import data flow. Once the Create installment plan call is completed, the contract account, contact, and installment plan should be placed in the clipboard. Insert the relevant objects as target elements in the import data flow and assign them the appropriate values from the call container using F4 help.

You can predefine the target elements in the import data flow yourself. Always ensure that the target elements can be supplied with values from the call container. For an explanation of the values available in the call container at the time of the import data flow, see the slide entitled Sources of Data in the Data Flow.

Save the action profile of the data environment.

1-2-4 Test the configuration and call

You have now customized both a CIC configuration and a front office process.

You are now ready to create an installment plan and a customer contact from your CIC configuration. Test this process with the following steps:

1. Call the CIC and select your CIC profile under position Customer Service ##.

2. Enter business partner PJ0203A0## (0##: group number) in the search criteria and start your Create installment plan call. To do this, click the right mouse button on the contract account in the data environment of the navigation area, and choose the call you just defined.

3. Select the due items for which you want to create an installment plan.

4. Assign the installment plan the repayment plan category 0001 and today’s date as the start date. Choose the Installment plan function. The system generates an installment plan for you. Save the newly created contact.

5. The Create Customer Contact screen appears. Save the newly created contact.

6. You are now returned to the CIC, where your clipboard now contains the contract account, the generated contact, and the installment plan you just created in addition to the business partner.

Front Office Processes Solutions

Unit: Front Office Processes

Topic: Customizing a Front Office Process

1-1 Creating a front office process

1-1-1 Create a front office process

SAP Utilities Customer Service Front Office. Choose Define Front Office Processes.

Enter the key ZIPL_0##. Choose Create. Choose Header Data to branch to the header data and enter the description Create installment plan in the Text field. Press Enter to confirm.

1-1-2 Create the process steps

Create a second session using

System Create session

and in the new session choose menu path

Tools Business Workflow Development Definition Tools Business Object Builder.

Use the structure search function in the F4 help to search the SAP Applications Hierarchy for

Financial Accounting Contract Accounts Receivable and Payable Contract Accounts A/R & A/P: Central Objects.

There you will find the object type INSTMNTPLN for the installment plan.

The component

Financial Accounting Contract Accounts Receivable and Payable Business Transactions Customer Contact Business Partner Contact

contains object type BCONTACT.

Double-click on these two object types to display them. A hierarchy appears. Under the entry Methods in the hierarchy you will find, among others, the method CREATE for creating the object types.

Return to your initial session and place the cursor on the Process steps entry. Use the Create step function to create the first process step, Create installment plan, with step number 10. Choose the step category Method and enter the object type INSTMNTPLN with the method CREATE.

To create the second step, proceed as above but specify step number 20, the object category BCONTACT and the method CREATE.

1-1-3 Fill the process container

As the installment plan is to be created with reference to a contract account, an element with the object type ISUACCOUNT (contract account) should be imported to the process container to ensure optimum data flow.

As the installment plan is to be attached to the customer contact as an object reference, the process container must also contain an element of object type INSTMNTPLN (installment plan).

As these parameters are to be exported, the process container must contain elements with the object types BCONTACT, ISUACCOUNT and INSTMNTPLN as export parameters.

Position the cursor on the Process container field and choose the function Create container element. A dialog box appears, in which you enter the data required to create the elements.

Fill the process container with the following elements, object types and attributes:

Element Object Type Name Parameter attribute

CAccount ISUACCOUNT Contract account Export/ImportCContact BCONTACT Customer contact ExportIPlan INSTMNTPLN Installment plan Export

For the data type reference use the reference to an object type, as object types contain more information than ABAP Dictionary fields. If you use object type ISUACCOUNT, for example, you have access in the process container not only to the contract account number but also to the business partner for this contract account.

1. Step 1: Create an installment plan

Position the cursor on the Create installment plan step and choose Data flow.

In the export data flow (from the process container view), assign the first step a value for the contract account and the business partner::

Contract account &CACCOUNT.CONTRACTACCOUNT&Business partner &CACCOUNT.PARTNER&

Placeholders are used to indicate variables that are assigned values at runtime. You can find the name for the placeholder for the contract account in the process container by looking under the description you selected for the element - in this case: CAccount.

In the import data flow (from the process container view) of the first step, assign the installment plan object to the process container:

Installment plan &<*MAINOBJ*>&

&<*MAINOBJ*>& indicates a predefined element with a special meaning. When a method is called, <*MAINOBJ*> always contains the object reference to which the method refers.

2. Step 2: Create customer contact

Position the cursor on the Create customer contact step and choose Data flow. In the export data flow (from the process container view), supply the first step with the following values:

Business partner Caccount.PARTNERCONTACTTYPE 001CONTACTCLASS 0011ACTIVITY 0002CREATEDBY %UNAME%CONTACTOBJECTS &IPlan&CREATEDON %DATE%

In the import data flow (from the process container view) of the first step, assign the customer contact object to the process container:

Customer contact &<*MAINOBJ*>&

Placeholders are used to indicate variables that are assigned values at runtime. You can find the name for the placeholder (for the user name) in the system fields under UNAME. System fields will always be recognized and do not need to be specified explicitly in the process container.

Save the front office process.

1-2 Integrating the front office process in the front office configuration

SAP Utilities Customer Service Customer Interaction Center Define Data Environments for Navigation Area.

Enter your data environment, ZUMF0##, and choose the function Maintain action profile.

1-2-1 Choose a transaction group

Scroll through the calls to Transaction group 0003 Account. This will display all the previously defined calls for the contract account.

1-2-2 Integrate the FO process as a call

Position the cursor on the Transaction 0304 field and choose function Create transaction. Enter data in the fields of the dialog box as follows:

Call ID code 0305Call name Create installment planCallNameMenu Create installment planIcon name Use F4 help to choose an iconProcessing type 1 (Create)

In the call definition, choose type FO process and enter ZIPL_0## in the BusProcess field.Choose the Standard (generated) parameter dialog. In the runtime information, activate the function Run in application area if possible.

Press Enter to confirm your entries.

Press Enter to display the definition of the Data flow.

In the export data flow, assign the contract account the following value using the F4 help:

Contract account Account (green background) &NODEOBJECT&

Use the New target element function in the import data flow to create

1. Element CAccount with data category preference Object type ISUACCOUNT

2. Element BContact with data category preference Object type BCONTACT

3. Element IPlan with data category preference Object type INSTMNTPLN

Use F4 help to assign the following values to the target elements (green background):

CAccount Contract account &CACCOUNT&BContact Customer contact &CONTACT&IPlan Installment plan &RPLAN&

Go Back to exit the definition of the data flow and save the data environment.

1-2-4 Test the configuration and call

Proceed as described in the above exercise.

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Connection to External Systems

Contents:

Connection to external systems

Internet scenarios

Integration of WAP cell phones

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Explain how to use the archiving component

Evaluate internet components

Explain WAP integration

Connection to External Systems: Unit Objectives

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S A P A G 1999

ISIS --U cu sto m er in fo rm atio n systemU cu sto m er in fo rm atio n system

F ax Letter

ISIS --UUF ro n t o fficeF ro n t o ffice

Arch ive in tegra tion

T elep h o n e In tern e t

C all cen terin tegra tion

In te rne tin tegra tion

In teg ra tio n w ith E xtern a l C o m m u n ica tio n s S ys tem s (2 )

IS-U can be integrated with a variety of external communications systems used in your business on a daily basis.

The following slides deal with three of the most important applications of this communications technology:

Archiving documents created in IS-U (bills to customers or welcome letters, for example) and carrying out optical archiving for incoming (or, indeed, outgoing) documents that would otherwise only exist in paper form (faxes, letters, etc.).Linking up to a call center solution via the SAPPhone component.Accessing IS-U functions via the internet or intranet.

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Workflow Inbox

Lists all the work items that are assigned to the agent in the contact center.

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E-Mail and Fax Messages in the Workflow Inbox

E-mail, fax, letter (scanned document), etc.

Workflow

System

Business partner

Work item in inbox with e-mail, fax, letter, etc.

Confirmation

Agent in the contact center

Executes

Customer data is displayed in the CIC

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Starting the Workflow through SAPconnect

E-mail, fax, letter (scanned document), etc.

Workflow

System: SAPconnect• Inbox distribution:

Which workflow has to be started?

• Process manually or start with job

E-mail is received at service@sap.com

Workflow 20500144 is started

• Service@sap.com is linked with workflow 20500144 (example supplied by SAP)

• A job for triggering the send process is started once every minute

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Externally Triggered Callback

IVR Web site

Work item in inbox:"Call customer back"

WorkflowBusiness partner

Business partner

Agent in the contact centerCustomer data is displayedPress button to trigger callback

Sends data to the CIC:•Phone number•Business partner number•Time and reason for call

Executes

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DisplayDisplay

EntryEntry

Archiveserver

SAPArchiveLink

SAP Archive Link: Components

SAP ArchiveLink is the interface via which all the components of an external archive communicate with R/3.

Optical archiving is an important addition to techniques developed for managing business documents. The SAP ArchiveLink concept goes one step further, however, and allows business documents to be integrated with business objects, regardless of how the documents are stored in external archives. In the following, therefore, the terms "external archive" and "optical archive" will be used synonymously.

SAP AG 1999

InboxArchive files

Outgoing

Documents

Print lists

Archive Scenarios: Overview

Document Archiving

Archiving incoming documents

Archiving using the SAP Business Workflow

Archiving with bar codes

Manual archiving, followed by assignment to a business object

Archiving Outbound Documents

Archive file archiving (ADK)

Print list archiving

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Select document type

Document entry transaction

Archive server

Document is archived

Archive requestfor scanned-indocument 11

Confirmation withuniquedocument number

Document is archived and passed on to a work item, which processes the document in accordance with the workflow definition

Workflow task (e.g. TS7869)

Method forcreating/processinga business object

Creation of a link betweenthe business object(object_id) andthe documents(documentnumber)

Object_id

Generate work itemwith documentnumber

Archiving of Inbound Documents: Early/Simultaneous Archiving

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R3application

SAP ArchiveLink

Archiving system

Externalprint system

Archiving Outbound Documents

Optical archiving is carried out from the system responsible for print formatting. Print formatting can follow one of two routes:

The print output program prints direct to the spool, then (1) the document is archived in SAPscript. SAP ArchiveLink in the R/3 system then transmits the archive file and related information directly to the archive.

Another option (2) is to print via the certified Raw Data Interface (RDI). The archive request must then be sent from the external print system to the archive. The data to be archived is sent with the request.

In both cases, the archive returns a uniquely-assigned key to SAP ArchiveLink, which processes and stores this information. The information is managed there.

As of Version 1.1a, you can use this method of archiving for bills in IS-U.

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Document number 200000026 Line item 1

Cust./Acct Bill/MR Price Data Data Add. Data ..

Object link

Objectlink

Customer / account data

Amount data

Display Print Document

Call: Display bill

Method: PRINTDOC.Display

Displaying Archived Documents

Archived documents can be displayed in the front office. When you display an archived bill in the front office, the Display bill task is executed. This call executes

the BOR method Printdoc.Display, which displays the print document for the bill. If the archiving option was selected when the bill was printed, and an archive has been installed and

customized, this bill is optically archived. You can display it in the viewer at any time by choosing Object link.

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SAPphone

SAPphoneTAPI client

R/3 Client

R/3applicationserver

IVR/VRUserver

CTIserver

Privateinstallation

PBX LAN

R/3databaseserver

Call Center-Integration

The system supports call center integration, currently on a one-to-one basis (one phone call allocated to one customer service clerk). Incoming calls are distributed by the call center system; this is not affected by R/3. Initial integration is supported by the SAPphone component provides the functions of the initial integration level.

You can find more information on the SAPphone component in the online help under Basis -> Basis Services -> Communications interface -> SAPphone.

The next integration level provides features such as Predictive Dialing and IVR (Intelligent Voice Response) using data from the R/3 system. You can select a large number of customer to call as part of a campaign. R/3 manages the data for the scheduled calls and coordinates communication with the call center system.

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Presentation

Application

DatabaseDatabase

Fertig.--Sales Orders

Create

Fertig.--Sales Orders

freig.

FertigungScheduled Dates

CustomerOrderAccept

deliveryConfirm

Produkteherstell.

BOMauflösen

Materialreserv.

Customerdienst-mitarb.

Werks-personal

Prod.Order

CustomerOrder

Part Material Task

InternetInternet

Web server

SAP internettransaction

server

R/3 InternetApplicationComponents

TAPI client

R/3R/3BAPIs

IS-U/CCS

. . . R/3architecture with internetenhancments

PossibleIS-U/CCSimplementations:

- Internet scenariosfor receiving customerinformation

- Intranetscenariosforfieldservice/partner accessto CCS transactions

Internet Integration

The use of BAPIs (Business Application Programming Interfaces) means that IS-U functions can be accessed via the internet. BAPIs are specially-developed methods that do not issue dialog messages, making them ideally suited as a communications interface between the R/3 system and the web server.

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Web ServerWeb Server

Internet Internet Transaction Transaction

ServerServer

Web BrowserWeb Browser

Presentation

Application

Database

SAPGUISAPGUI ... ......

R/3 Client/Server Architecture with ITS

The Internet Transaction Server extends the three-level client/server structure of the R/3 system into the Internet.

Using an R/3 System via a SAPGUI and an Internet Transaction Server at the same time does not cause any problems.

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R/3R/3ApplicationApplication

ServerServer

R/3R/3DatabaseDatabase

ServerServer

Internet Internet Transaction Transaction

ServerServerHTTPHTTPServerServer

Web Web BrowserBrowser

Request

Response

Service Service FilesFiles

HTMLHTMLBusinessBusinessTemplatesTemplates

Five-Level Client/Server Architecture

The Internet Transaction Server connects the three-level client/server architecture of the R/3 to the two-level HTTP client/server architecture.

From the view of the R/3 System, the ITS and the HTTP server create an intermediate level between the application and presentation levels.

From the view of the Internet user, the ITS takes care of interactive HTML pages (which are generated for runtime).

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InternetInternetTransaction Transaction

ServerServer

WSWS R/3R/3

SAP@WebSAP@WebStudioStudio

Connection between WWW and R/3

Converts R/3 data into HTML pages

Requirements:

Intel-based server

Windows NT Server 4.0

Availability:

With R/3 installation(Server Components CD)

Internet Transaction Server

The SAP@Web Studio essentially has two main tasks:To publish the delivered SAP services and templates from the R3 installation on the ITSTo create user-defined services and templates.

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Provider selection

Logon at provider's website

MR result entry

Billdisplay

Utility company

Customerself-services

Payment

Maintain personal data

Registerinternet user

Customeroverview

Move-Out/Move-In

BB plan management

Invoicing

Customeroverview

InternetApplicationComponents

SAP GUI for HTML

IS-U/CCS Internet Services

There are two kinds of internet scenario: Processes for the customer Processes for employees and partners of the utility company

For the customer-related scenarios, SAP supplies the Internet Application Components (IACs). IACs are developed in an R/3 environment and placed on the internet transaction server using HTML templates. They can then be inserted into the World Wide Web. Customers can then call up information using a web browser. The online integration of the IACs with IS-U ensures that all IS-U validations and consistency checks apply.

The employee and partner-related scenarios are applications with which you can access the complete range of IS-U functions via a web browser. In this way, for example, a sales employee can simulate a bill for a prospect using a PC with internet access. This is made possible by the SAP GUI for HTML, which translates every R/3 screen into HTML code.

IS-U is fully integrated with the internet.

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Move-in/move-outMove-in/move-out

Budget billing planmanagement

Device managementDevice management

Internet Services for the Utility Company

You can see from the above IS-U sample screens that an utility company employee sees exactly the same screen in the web browser as from a workplace with the SAP GUI for Microsoft Windows.

IS-U uses native HTML tags, which means that you can use all the IS-U functions via a web browser without having to install additional software. No additional software is needed You do not have to download any plug-ins, either

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Log on to the WWWLog on to the WWW Homepage of the utility companyHomepage of the utility company

Choose your serviceChoose your service

Choose your billing dataChoose your billing data

Cust. no./password/(meter no.)Cust. no./password/(meter no.)

Selected bill is displayedSelected bill is displayed

Authorization checkAuthorization check

R/3IS-U/CCS

WWWCustomer Utility company

Find selected billFind selected bill

ISIS--UU/CCS/CCS

Example: 'Display Bill' Scenario

A typical example of a utility customer accessing the homepage of a utility company is to display his/her last bill.

First, the customer logs on to the Internet, goes to the homepage of the utility company, and chooses one of the services offered there, such displaying the last bill. The web server displays a screen in where the customer must enter a customer number and password. A BAPI programmed in IS-U exchanges data between the web server and IS-U, checking the data entered by the customer, fetching the billing data from IS-U, and finally making this data available to the web server so that the customer can view it. The formatting and layout of the billing data on the internet page is controlled by the web server.

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Customer meter reading

Account and bill display

Account and bill displayMaintenance of

personal dataMaintenance ofpersonal data

Customer Internet Self- Services

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Logon and authorization

Meter reading dataentered

and validated

Meter reading dataentered

and validated

WAP servicesWAP services

WAP Self-Services

WAP (Wireless Application Protocol) is the worldwide standard for providing internet communications on digital mobile phones

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Connection to External Systems: Unit Objectives

The CIC enables you to integrate and then call archiving systems

JAVA, JAVAscript and ActiveX components can be integrated into the HTML customer overview

You can use R/3 functions in the web browser via the SAP GUI for HTML

SAP offers pre-prepared internet applications for customer self-services

Using WML templates, customer self-services can also be accessed by WAP cell phones

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Explains the business processes disconnect andreconnect

Introduces the disconnection document concept

Describes the workflow provided for this process

Shows you the Customizing options

This unit:

Disconnection and Reconnection

Use the disconnection document

Display the service orders

Carry out disconnection and reconnection using the workflow

Specify the settings in Customizing

Disconnection and Reconnection: Unit Objectives

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Disconnection documents, disconnection orders, reconnection orders

Links to PM order management

Workflow to automate the entire process flow fromdisconnection to reconnection

A customer who has arranged to settle his utilities bills in cash is in arrears with his payments, despite repeated reminders.IDES Utilities Inc. therefore has no choice but to disconnect the electricity supply until the outstanding amounts have been paid.The disconnected devices are to be reconnected as soon as the payments have been made.

To achieve this scenario, the project team uses the IS-U functionality for disconnecting/reconnecting:

Disconnection and Reconnection: Business Scenario

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Enter reconn-ectiondata

Createdisconnection

Technician

PerformRECONN.

Createdisconnection

document

Create reconnection

TechnicianTechnician

Performdisconnection

Confirmreconnection

Enter disconn-ection data

Confirmdisconnection

Agent/systemAgent/system

TriggerRECONN.

Agent/system

Process of Disconnection and Reconnection

The graphic shows a possible procedure for the business process disconnect and reconnect:

Disconnection is triggered either manually by an agent (if the customer has requested the disconnection, for example) or automatically by the system (if, for example, the disconnection dunning level has been reached in the dunning run). The system then generates a disconnection document. Disconnection documents can also be created manually by agents.

The system generates a disconnection order, complete with all the documents the technician needs to disconnect the installation.

The technician carries out the disconnection using the documents. The disconnection is performed in the system: the disconnection order is confirmed and disconnection

data is entered. The confirmation status indicates whether the visit was successful or not (for example, disconnection performed, entry not possible).

Reconnection is triggered either manually by an agent (if the customer requested the original disconnection, for example) or automatically by the system (if, for example, payment has been received since the disconnection dunning level was reached in the dunning run).

The system generates a reconnection order, complete with all the documents the technician needs to reconnect the installation.

The technician carries out the reconnection. The reconnection is performed in the system: the reconnection order is confirmed and reconnection data

is entered. The confirmation status indicates whether the visit was successful or not (for example, reconnection performed, entry not possible).

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System

Create disconnection

document

FI-CA dunning levelreached

Customer request

Technical reasons

Vacant status(move-out withoutmove-in)

Disconnection Triggers

The disconnection is initiated when the disconnection dunning level is reached in Contracts Accounts Receivable and Payable (FI-CA) for the relevant contract account. When the dunning notice is printed, a disconnection document is generated automatically. A disconnection order can be generated from this disconnection document. This initiates the disconnection.

Disconnection is also initiated if the customer requests it, if it is necessary for technical reasons, or if the customer moves out of the premise.

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Enter reconn-ectiondata

Createdisconnection

Technician

Perform RECONN.

Createdisconnection

document

Create reconnection

Technician

Performdisconnection

Confirm reconnection

Enter disconn-ection data

Confirmdisconnection

Agent/system

TriggerRECONN.

Disconnection document

Agent/system

Disconnection Document: Log Function

The processing unit for the agent is the disconnection document. A disconnection document is created for every business process or instance of disconnection. It is used for logging the individual steps of the process. It enables you to branch directly to the entities included in the process.

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FI-CA dunning levelreached

Technical reasons

Customer request

Vacant status(no move-in after move-out)

Contract account

Connection object

Premise

Contract account

Premise

Contract

Installation

Device

Cont-ract

Disconnection Document and Reference Object

The reference object is used to determine potential disconnection objects: all the devices or flat-rate installations (disconnection objects) that are subordinate to the reference object in the IS-U data hierarchy are proposed for disconnection in the disconnection document. Exception: installations that have an explicitly guaranteed supply cannot be disconnected.

Disconnection documents generated when the disconnection dunning level is reached contain all the contract account items that had reached the disconnection dunning level when the last dunning notice was printed. The devices or flat-rate installations that can be disconnected are therefore determined on the basis of the contract account. You can display default values for contracts. However, the contract account remains the reference object (the contract alone is not a reference object). The selection process is described in more detail later.

Disconnection documents created when a customer moves out and no new customer is to move in apply to all the devices in a premise.

It is also possible to carry out disconnection for specific objects (for technical reasons or if the customer requests it). The levels at which you can disconnect are: connection object, premise, contract account, contract, installation, or device.

The object on which the disconnection order is based is displayed in the disconnection document as the reference object.

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Disconnection Document: ChangeDisconnection doc. Edit Goto Extras System Help

Reference object

Disconnection activitiesReleaseDisconnection orderEntry of disconnectionReconnection orderEntry of reconnection dataCompletion

Disconnection objects

Device 1Device 2Flat-rate installation

Data hierarchy

Detailed display

Detailed displayof device/installation

Change/displayreference object

Disconnection Document: Components

The reference object is recorded in the disconnection document. Here, you can display the reference object, branch to the data hierarchy of the reference object, or switch to a different reference object.

All disconnection and reconnection orders created (including their parallel PM orders) and all entries of disconnection and reconnection data are recorded as disconnection activities in the disconnection document. You can also branch to the service orders and to the disconnection data.

All the devices in the disconnection document are recorded as disconnection objects in the document. You can branch from any device to the material serial number display. Disconnection occurs per device. Disconnection of flat-rate installations is also possible.

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Confirmation status

Relevance to billing

New order

Enterdisconn-

ectionmethod

Enter billing

Calculate charges

Confirmation

Confirm Discon-nection Order

Default confirmation statuses are defined in Customizing and can be overwritten. For example, you can substitute the status Devices disconnected with No one home.

You can also create a new order. This makes sense if the customer wasn't at home and you therefore need to create a new order.

An indicator for billing relevance allows you to decide whether the basic price should still apply at the time of disconnection. To use this function, you have to establish settings for basic price calculation in the schema step. In this schema step, you would select the Disc. period exempt field. The field for billing relevance is selected as follows: Field selected: The basic price is not charged for the disconnection period when the installation is

billed. Field not selected: The basic price is charged for the disconnection period when the installation is

billed. It is possible to select this field during order creation.

You can enter the disconnection type (device sealed, for example). You can enter meter reading results (or estimations) You can charge fees for disconnections using a charge schema in Customizing.

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Disconnection documentDisconnection activities

ReleaseDisconnection orderEntry of disconnectionReconnection orderEntry of reconnection dataCompletion

Disconnection documentDisconnection activities

ReleaseDisconnection orderEntry of disconnectionReconnection orderEntry of reconnection dataCompletion 1

You can cancel activities in disconnection documents in reverse order (last to first)

Reversal of Disconnection Activities

You can cancel activities in the disconnection document in reverse order, that is, from last to first only.

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Disconnection documentDisconnection/reconnection order

Selection of objects

Creation of service orders or notifications (PM)

Selection of objects

Confirmation of disconnection/reconnection order

Enter meter readings

Charge schema

Relevance to billing

Disconnection Document: Basic Functions

Disconnection and reconnection orders are created as follows: All objects are displayed that can be disconnected. The devices selected for disconnection are indicated as such. . These devices are a subset of all devices displayed. The system displays different devices depending on whether you have defined contract-account- or contract-specific disconnection in Customizing. The user then decides which of these devices to actually disconnect. For each disconnection or reconnection document a service order can be generated in the background in the Plant Maintenance (PM) application component. When the disconnection document is displayed again, the generated service orders are recorded in the disconnection document.The disconnection/reconnection order receives a confirmation status in the disconnection document.

If PM orders were created in parallel to the disconnection/reconnection order, these are further processed and released in Plant Maintenance. When you enter the disconnection or reconnection, the corresponding service orders can be confirmed in the background. You must establish settings accordingly in Customizing in order to use this option. The order in question must also have been released.

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1,300 UNI DL 01

3,000 UNI DL 01

1,000 UNI DL 04

2,500 UNI DL 02

Contract 1 Contract 2 Contract 3

Contract account

Business partnerItem has reached dunning level 04 (disconnection)

The disconnection document proposes disconnection for all devices that belong to contract 3 (in this example, the water meter)Devices that belong to other contracts (1 and 2) can also be selected manually, if necessary

1,000 UNI DL 02

2,500 UNI DL 03

Gas meter

Electricity meter

Water meter

Contract-Specific Disconnection

The system usually proposes devices for disconnection from all contracts from a certain contract account.

If you want to disconnect devices from individual contracts, you have to establish customizing settings contract-specific disconnection.

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Objects to be disconnected

Disconnection order 1

Disconnection order 2

Device 1Device 1Device 1

Entry of disconnection

Device 2Device 2

Device 3

Device 4 Device 4

Flat-rate installation PM/SM

order A

PM/SMorder B

Create Disconnection Order: Example

All devices and flat-rate installations belonging to the reference object are proposed for disconnection. Devices in installations with a guaranteed supply are not proposed, however. In the example, devices 1 to 4 and one flat-rate installation are proposed by the system. An item reaches the disconnection dunning level. The item belongs to a contract to which devices 1 and 2 are assigned. The system marks devices 1 and 2 for disconnection. The devices are selected and placed in disconnection order 1.

Once disconnection has taken place, the relevant data, including the date and time of disconnection, is entered. In the example, only device 1 was actually disconnected.

Later it is decided that another device (device 4) should be disconnected. A second disconnection order is created to do this (disconnection order 2).

A separate PM/CS order is generated for every disconnection order.

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PMPM MMMM PSPS COCO

Order code

Purchase requisition

Goods receiptGoods receipt

Purchase order

Goods issue

Material reservation

Confirmation of

Capacityload utilization

Components

Transactions

PM/CSorder

PM/SM Order for Disconnection/Reconnection

If you enter an order code in the disconnection document when a disconnection or reconnection order is generated, either a service order or a notification will be created automatically in the background, depending on your customizing settings.

In the service order, the required operations are specified. These operations can be carried out by your own company staff or by external companies. The basis for capacity planning is the allocated planned times. A purchase requisition can be initiated automatically for the external services.

The components allocated to the operations are reserved in the warehouse. Materials can be withdrawn and staged on the basis of reservation. A procurement process is initiated for external materials that are not kept in stock.

Important utilities, such as special tools or drawings, can also be allocated to the operations. The actual data is entered on the basis of the service order using the appropriate confirmation functions.

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Remove devices

Disconnection documentTriggerinterimbilling

Create customer

notification

Create customer contact

Update credit-

worthiness

Disconnection Document: Secondary Functions (Outlook)

Adjust budget billingplan

You can adjust the budget billing plan directly through the navigation button Change budget billing plan.

Customers will be sent notification of the (completed) disconnection and of the costs that were incurred. This might include a list of the items that resulted in disconnection.

It will be possible to create an interim bill using the meter readings taken on the disconnection date. The process of disconnection and reconnection will be logged in a customer contact. At the moment,

customer contacts are stored in a separate front office process step. The business partner's creditworthiness can be updated as part of the disconnection process.

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Processing variants

Disconnection reason and long text

Default values: Order codes (disconnection and reconnection) and PM planning plant for PM orders in Service ManagementDefault values: Date offsets and times of day for order creation and entry processes

Order codes

Fixed, unique allocation for eachdisconnectionreason

Define charge schema

Define relevance to billing

Customizing: Processing Variants

One processing variant is allocated to a disconnection document. The processing variant contains the default values for the functions of the disconnection document, and

is specified in Customizing. It contains one single disconnection reason and a descriptive long text. You use order codes to specify the default values for the service order. You specify the order codes in

Work Management. You can also define a default value for the PM planning plant. The following allocations of processing variants to disconnections are provided as standard:

A disconnection from FI-CA contains the processing variant DUNN; a disconnection upon customer request contains the processing variant CUST; and a disconnection for technical reasons contains the processing variant TECH. You can change these allocations using the user exit EXIT_SAPLEDCN_001.

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SpAuftrDatOffset

SpErfDatOffset

WIBAufDatOffset

WIBErfDatOffset

Create disconnectionorder

Enterdisconn-ection

Scheduled disconnectionreason

Disconnection dateDisconnection activity date

Createreconnectionorder

EnterRECONN.

Scheduled reconnectiondate

Reconnection dateReconnection activity date

Customizing: Offsets

In the processing variants you can specify offsets. An offset is the interval between today's date and another date. You can use offsets to plan when disconnection should be carried out. Offsets can also help with the entry of disconnection data by providing a default value for the disconnection date, based on the system's assumption of when disconnection took place. The same applies to reconnection.

When you generate a disconnection order, a planned disconnection date is proposed, calculated on the basis of today's date + the disconnection order date offset.

When you enter disconnection data, it is assumed that disconnection took place on the disconnection date, which is calculated as today's date minus the disconnection entry date offset. The disconnection activity date for each individual device/installation is assigned the same value.

The planned reconnection date is calculated as the date when the reconnection order is generated + the reconnection order date offset. It follows that the reconnection date is calculated as the date when the reconnection data is entered minus the reconnection entry date offset.

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Default values for the automatic creationof PM orders

- Default value fromCustomizing

- Specified manually

Create disconnectionorder

Create reconnectionorder

DC00 RC00

Order codes- Default value fromCustomizing

- Specified manually

Service objecte.g. SPERRUNG

Service objecte.g. WIB

Allocated to Allocated to

Derivation of

PM plant

Serviceobject

Workcenter

Task listgroup FL

Re.type

Ref.obj. type

0001 DISCONN. E.20 DISC 1 01 02

0001 RECONN. E.50 RECO 1 02 02

... ... ... ... ... ... ... ...

Ordertype

Bus.area

Order profile

Customizing: Order Codes

When you are carrying out disconnection or reconnection, you can use order codes to establish a link to PM order management functionality. Order codes are defined in Work Management Customizing.

If when you are generating a disconnection or reconnection order you also specify an order code in the disconnection document, a PM order can be created automatically in the background. The order code used for the disconnection/reconnection order can either be specified manually by the user or derived automatically by the system from the Customizing settings for the processing variant.

The order code is assigned a service object with the ID 00 in Work Management Customizing. In the example, order code DC00 is assigned the service object DISCONNECTION and order code RC00 is assigned the service object RECONNECTION.

The service object masks an order profile. The order profile specifies the data that is to be used for the automatic creation of a service order for a combination of PM planning plant and service object.

In the order profile, you can store default values for the order type, the relevant work station, the business area, and the task list group. A task list group is a logical grouping of general maintenance task lists.You can also use the order profile to specify whether a functional location or a piece of equipment must be entered for the creation of an order.

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Connection object

Regionalstructure

Address

Regional structuregroup

Regional structurearea

Maintenanceplanning plant

Service object+ ID

Addendum: Work Management - Plant Determination

In order to be able to generate service orders or notifications, the system requires a maintenance planning plant. If the plant has not already been defined in Customizing you must determine it before you create orders.

You can define a default maintenance planning plant in Customizing (you should do this if you always want to use the same plant). Although the system will always propose this plant in the disconnection document, you can change it manually at any time. If no maintenance planning plant is specified in the disconnection document, the system uses the following logic to find a plant: 1) The regional structure group from the connection object of the device is used for plant determination. If the connection object is not assigned to a regional structure group, the regional structure group of the street or street section is used. 2) One or more regional structure groups can be assigned to a regional structure area. This allows larger enterprise area groupings. 3) Each regional structure area and service object can be assigned a maintenance planning plant.

A message is displayed if the system cannot find any maintenance planning plant at all. If you ignore the message, the system does not create a service order or notification.

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Objects involved in

disconnection activities

Completion type

Create new service order

Confirmation status for

disc./reconn.

Confirmation status

Disconnection Workflows: Confirmation Status

You can define your own confirmation status for disconnection and reconnection. Confirmation status for disc./reconn.: you specify whether each confirmation status is for disconnection

or reconnection. Other objects in the activity: Tells you whether other objects can be included in the disconnection or

reconnection activity. Completion type: you can set the service order to Technically completed or Not completed. You can also create a new disconnection or reconnection order.

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Workflow

ConsistencyConsistency Flow controlFlow control

No reconnection if the installation has not been disconnected

No new disconnection order if the installation is already disconnected

Agent determination

Processing of confirmation reasons

New order

Disconnection reason obsolete

Deadlines

Disconnection Document and Workflow

The design of the disconnection document itself goes a long way towards ensuring the consistency of the whole business process: Reconnection can only be triggered after a corresponding disconnection. If a device or a flat-rate installation has already been disconnected, it is not possible to generate a second (redundant) disconnection order for this disconnection object.

The supplied workflow samples for the disconnection/reconnection business processes also offer enhanced flow control options:

Agent determination for your specific enterprise structure for the individual steps within the workflowA suitable response to the confirmation reasons when entering the disconnection and/or reconnectionThe option for generating a new order for specific confirmation reasons (for example, because the customer was not at home)Automatic response to a disconnection reason that has become obsolete (for example, trigger reconnection as the result of a payment received)Options for introducing escalation measures (for example, because the technician was refused entry)Automatic monitoring of dates and deadlines (for example, disconnection order was created, but no confirmation was received after x days)

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IS-U disconnection: customer request

IS-U disconnection: collection

Reconnection

Subflow

Terminate disconnection workflowwithfollow-up

IS-U collectionat account level

Disconnection/Collection Workflows: Overview

The following workflow templates are relevant to disconnection and reconnection and are provided by SAP:

The workflow IS-U disconnection upon customer request models the process carried out when the customer requests disconnection of the installation. This workflow corresponds to the functions of the workflow IS-U disconnection: collection procedure, which is described in more detail below.

The workflow IS-U disconnection: collection procedure models the process from disconnection to reconnection, when triggered by overdue payments. You use it to monitor the process and print multiple service orders.

The workflow IS-U collection procedure at account level models the following process: the collector takes action to obtain debts from the customer. If successful, the payment can be posted; if not, an agreement can be reached with the customer about payment (in the form of an installment plan or a deferral of payment for certain items). Service orders are not generated for this.

A central sub-workflow (sub-workflow for reconnection) is used in the workflows IS-U disconnection: collection procedure and IS-U disconnection: customer request . This workflow contains the reconnection process in full.

The workflow Terminate disconnection workflow and follow up terminates the workflow in question (IS-U disconnection at customer request and IS-U disconnection: collection procedure) and generates an event that restarts the disconnection workflow after a predefined length of time has elapsed.

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Follow up

Front office/CICDunning run

Items at disconn. dunning level

Print-out of dunning notice

Follow upManual

ManualManual

Start of Disconnection/Collection Workflows

The workflows are triggered as follows: The workflow IS-U disconnection at customer request is normally started from the front office. The workflow IS-U disconnection: collection procedure is triggered by the event "disconnection

document generated". Once an item in the contract account has reached the disconnection dunning level, the corresponding work item appears in the inbox of the relevant agent after the dunning run and the printout of the dunning notice.

The workflow IS-U collection procedure at account level is also triggered by a dunning notice being printed.

The workflows IS-U disconnection: collection procedure and IS-U disconnection at customer request can write a work item resubmission automatically, for example, if the customer could not be contacted. Once the period specified in the workflow ends, the workflow begins again.

In addition, all workflows can be started manually (intended primarily for testing purposes). In the case of disconnection and reconnection, however, this will only work if the necessary data has been prepared in advance.

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IS-U disconnection:collection

Createdisconn.document

Disconn. document created

Create disconn. document

Front office/CIC

Disconnection/Collection Workflows: Create Disconnection Document

In the workflow IS-U disconnection: customer request, a disconnection document is created in the background using the values transferred from the front office (customer identification).

When a dunning notice is printed (if items that have reached the disconnection dunning level are found), a disconnection document is generated simultaneously. The workflows IS-U disconnection: collection procedure and IS-U collection procedure at account level are automatically triggered in parallel by the event "disconnection document generated".

The workflow IS-U disconnection: collection procedure is automatically disabled if the disconnection document is created within the IS-U disconnection: customer request workflow.

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Createinstallment plan

Process documents foropen items

Post payment

Disconn. reason

obsolete

Disconn. reason

obsolete

Disconn. reason

obsolete

Disconn. reason

obsolete

Disconnection/Collection Workflows: Relationships

In contract accounts receivable and payable, the system checks in certain situations whether the contract account contains items that have reached the disconnection dunning level. The status is checked in the following cases:

When a document is reversedAt the cash deskWhen processing a payment lotDuring paymentIn account maintenanceIn the installment planWhen deferring open items

If none of the items are at the disconnection dunning level any more, the event "disconnection reason obsolete" is posted. This also occurs in the workflow IS-U collection procedure at account level, for example, when a payment is posted or a payment agreement is reached.

The event "disconnection reason obsolete" triggers a reaction in the workflow IS-U disconnection: collection procedure. The exact consequences will be described in detail later.

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Confirmation statusNew order

Create disconn. order

Confirm disconn. order

Disconn.reason

suspended

Disconn.reason

suspended

Disconn.completeDisconn.complete

No one home

New order?Follow up?

Entrynot poss.

End of loop

Entry refusedEntry

refused

Disconnection Workflows: Confirmation Status

Different options are specified in the workflow, depending on the confirmation status entered in the disconnection document: If the technician visits the customer but does not disconnect the installation after all (because the

customer promises the technician that payment is on its way, for example), you have the option of suspending the disconnection (confirmation status: confirmed: disconnection suspended).

If disconnection is suspended or performed, no further disconnection order is required. The workflow waits for the disconnection reason to become obsolete (see the following slides).

If no one was available, or if disconnection was not possible for technical reasons, you have the option of generating a new disconnection order, which sends the technician to perform disconnection again. You can also start a resubmission, which places the work item in the inbox again at a later stage.

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Generatedisconn. order

Confirmdisconn. order

Create reconnection order

Confirm reconnection order

Was the disconnection agent stopped?

Confirmdisconn.order

Reconnection order, if necessary

Workflowended

Work item deleted

Yes No

Disconnection order generated but not confirmed

User decision:

Disconnection Reason Obsolete After Creation of Disconnection Order

The event disconnection reason obsolete can occur at any one of a number of stages in the workflow. The workflow uses the appropriate wait steps to react flexibly to this event in accordance with the processing context at the time of the event.

If the Disconnection reason obsolete event occurs after the disconnection order is generated but before its confirmation (entry of disconnection), a user decision is required:

If the technician can be contacted, the workflow is ended and the work item for confirming the disconnection is deleted.However, if the disconnection agent could no longer be reached the disconnection order is confirmed and a reconnection triggered, if necessary. The creation of a reconnection order depends on the confirmation status.

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Createdisconn.order

Confirmdisconn.order

Confirmation reason: Was the disconnection carried out?

Workflow ended

Work item deleted

Disconnection confirmed

Disconnection Reason Obsolete After Confirmation of Disconnection Order

The event disconnection reason obsolete can occur at any one of a number of stages in the workflow. The workflow uses the appropriate wait steps to react flexibly to this event in accordance with the processing context at the time of the event.

If the event disconnection reason obsolete occurs after the disconnection order has been generated and confirmed, the next steps are determined by the confirmation reason:

If it is stated in the confirmation that disconnection took place, the reconnection process is triggered automatically - the relevant agent is instructed via a work item in his/her inbox to create a reconnection order.If it is stated in the confirmation that disconnection did not take place, the workflow is terminated.

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Wait for Disconnection reason obsolote event

Wait for confirmation of disconnection order

Wait for confirmation of reconnection order

It is also possible to define missed deadlines, which take effect after a freely definable length of waiting time has elapsed.

Important Wait Steps

In addition to the wait steps defined for processing the event disconnection reason obsolete, the wait steps shown on the slide are also modeled in the workflow.

SAP AG 1999 SAP AG

Disconnection can be triggered by FI-CA, or can be carried out manually upon customer request or for technical reasons.

The disconnection document records the status of disconnection and enables you to branch to the entities included: reference objects, disconnection objects and disconnection activities.

Service orders (PM) can be generated to correspond to the disconnection and reconnection orders created.

The workflow "IS-U Disconnection: Collection Procedure" makes the following activities possible:

Agent determination

Creation of multiple service orders

Automatic follow-ups or escalation activities

A response to a disconnection reason that has become invalid.

Disconnection and Reconnection: Unit Summary

Disconnection and Reconnection Exercises

Unit: Disconnection and Reconnection

Topic: Carrying Out the Process Using the Workflows Provided by SAP

Carry out the disconnection and reconnection processes in various forms

In the following exercises you will carry out the disconnection and reconnection processes in a number of variations. These tasks are based on the following scenarios:

a) The customer has already been dunned and his due amounts have reached the disconnection dunning level. Service to the customer is disconnected. After disconnection, the customer pays the open items in full. A reconnection is then carried out.

b) A customer calls to request that the electricity supply to their vacation home be disconnected for a specified period of time (disconnection at customer’s request).

c) The customer has already been dunned and his due amounts have reached the disconnection dunning level. Therefore, service to the customer is to be disconnected. As the customer is not available when the technician calls at the premise, however, disconnection has to be postponed until the technician can pay a second visit (optional).

1-1 Disconnection and collection procedure/customer contacted

This exercise is based on the following scenario:Customer PJ0601A0## has been dunned and the amounts due have already reached the disconnection dunning level. Service to the customer is disconnected. After disconnection, the customer pays the open items in full. A reconnection is then carried out.

1-1-1 Determine the active workflow for the dunning letter for customer PJ0601A0## using the CIC. Display the work item but do not process it at this time. Make a note of the disconnection document number.

1-1-2 The agent’s processing interface is the workplace inbox or the Inbox tab page in the application area. Search the work items there to find the work item for generating a disconnection order for your business partner’s disconnection document.

1-1-3 Call up the work item for generating a disconnection order for your disconnection document and carry it out.

Display the reference object and the data environment of your reference object.

Which processing variant was used?

Which offset is proposed for the disconnection order in the IMG?

Now create a disconnection order. Create a service order in SM/CS as well. To do this, use order code DC00 and maintenance planning plant U003.

1-1-4 Check the disconnection in a second session. You can get an overview of the situation at any point by using the Log function of the disconnection document. Search for the disconnection document via the process transaction in the Utilities industry menu.

Search for the disconnection document via the process transaction in the Utilities industry menu.

Display the service order.

1-1-5 The technician was able to carry out the disconnection. Confirm the disconnection order using the integrated inbox.

1-1-6 Display the customer account.

The customer pays the outstanding sum of UNI 1000 in full. Post an incoming payment with payment at cash desk. Use the following data:

Recon. key IUT250

Business partner PJ0601A0##

Contract account PJ0601A0##

Amount 1000

Bank clrg acct 113100

Company code U300

Currency UNI

Payment lot IUT250-##

Clear the items completely by posting an item in dialog. Please do not print a receipt once posting is complete.

1-1-7 The work item for reconnection now appears in the inbox. Perform a reconnection.

Create a reconnection order. Create a service order in SM/CS as well. To do this, use order code RC00 and maintenance planning plant U003. Confirm the reconnection using the integrated inbox or the Inbox tab. Choose Confirmed: reconnection completed as the confirmation status.

1-2 Disconnection at customer’s request

This exercise is based on the following scenario:Customer PJ0603A0## calls to request that the electricity supply to their vacation home be disconnected for a specified period of time (disconnection at customer’s request).

1-2-1 Execute a disconnection upon customer request using the CIC. Use customer PJ0603A0##. Carry out the process Disconnection: customer reqst for business partner PJ0603A0##.

1-2-2 Create the contact using the values that are proposed.

1-2-3 Determine the active workflows for your customer, and determine the disconnection document number. To do this, choose the Active workflows process from the action box.

1-2-4 Create a disconnection order. However, this time don’t create an additional SM/CS order.

To do this, call the inbox in a second session.

Which processing variant is active for disconnection upon customer request?

Confirm the disconnection via the integrated inbox as you did in the last exercise. The technician was able to carry out the disconnection.

1-2-6 The work item for reconnection now appears in the inbox. Execute a reconnection and then confirm it. Choose “Confirmed: reconnection completed” as the confirmation status.

1-3 Disconnection and collection procedure/customer not home

This exercise is based on the following scenario:Customer PJ0601A0## has been dunned and the amounts due have already reached the disconnection dunning level. Therefore, service to the customer is to be disconnected. As the customer is not available when the technician calls at the premise, however, disconnection has to be postponed until the technician can pay a second visit.

1-3-1 Determine the active workflow for customer PJ0602A0## using the CIC. Display the work item but do not process it at this time. Make a note of the disconnection document number.

1-3-2 The integrated inbox is the processing interface for the agent. Search the work items there to find the work item for generating a disconnection order for your business partner’s disconnection document.

1-3-3 Call up the work item for generating a disconnection order for your disconnection document and carry it out.

Now create a disconnection order. Create a service order in SM/CS as well. To do this, use order code DC00 and maintenance planning plant U003.

1-3-4 The technician was not able to carry out disconnection, as no one was available when he called at the premise.

Using the relevant status, confirm the disconnection order in the integrated inbox. Do not generate a new order.

Disconnection and Reconnection: Solutions

Unit: Disconnection and Reconnection

Topic: Carrying Out the Process Using the Workflows Provided by SAP

1-1 Choose Utilities Industry Customer Service Process Execution Front Office/Customer Interaction Center Customer Interaction Center.

1-1-1 Enter PJ0602A0## as a search criterion in the Partner field and identify this business partner. Start the search. Select the contract account in the Environment tab page in the navigation area, and start the Active dunning workflow process for this business partner.

A window appears containing two entries- one for the main workflow and the sub-workflow allocated to it. Choose the active workflow (double-click). The workflow step log is displayed automatically. You can analyze the process flow and determine the disconnection document number.

1-1-2 Choose menu path Office Workplace Inbox Workflow or the Inbox tab page in the application area.

1-1-3 Position the cursor on the work item and call it by double-clicking on it. Select the Execute function.

This takes you automatically to the disconnection document in processing mode; you can also create a disconnection order here.

In the disconnection document, execute the Display ref. object and Ref. Obj. Data envirnmnt functions.

The processing variant is DUNN.

The value 0 day is set as an offset for the disconnection order date. You can find the setting in the SAP Easy Access menu by selecting:

Tools Accelerated SAP Customizing Edit Project.

Go to the SAP Reference IMG and choose:

SAP Utilities Customer Service Process Execution Disconnection/Reconnection Define Processing Variants for Disconnection Documents.

Display the settings for processing variant DUNN. Here you will also see the default values for the date offsets.

Note that the device determined on the basis of the reference object is already flagged for disconnection.

The parallel service order in PM/CS will only be generated if the relevant values are entered in the Order code and Plan. plant ord. fields.

In this example, default values are proposed for the order code and maintenance planning plant. These values come from customizing settings for processing variant CUST.

You create the disconnection order and the parallel service order by choosing Save.

1-1-4 Go to the SAP Easy Access menu and choose Utilities Industry Customer Service, Process Execution Disconnection/Reconnection Display Disconnection Document.

to display your disconnection document.

The service order number can be found in the table of disconnection activities.

To display a disconnection document, double-click on the corresponding entry. You can branch directly from there to the service order using the Display order function.

1-1-5 To do this, choose menu path Office Workplace Inbox Workflow or the Inbox tab page. .

Choose the work item for confirming your disconnection order by double-clicking on it and carry it out.

As disconnection did take place, you can keep the confirmation status proposed.

If you branch to Discnctn, you will see that the device is already flagged as disconnected (default value).

The disconnection is confirmed when the disconnection order is saved. The status of the work item is concluded. The work item is no longer in the inbox.

1-1-6 You can use the following menu path to display the customer account:

Utilities Industry Contract Accounts Receivable and Payable, Account Account Balance (or alternatively, from within the CIC).

An item is due in the amount of UNI 1000. If you use list type 0002, you can also see the charges resulting from the last dunning run (UNI 5). These charges do not have to be cleared in order to cancel the disconnection reason.

To reach the payment at cash desk function, choose menu path:

Utilities Industry Contract Accounts Receivable and Payable, Payments Cash Account Payment at Cash Desk

or call the process for posting a payment in the CIC.

Carry out the posting using the Post item online function and entering the specifications listed in the above table.

The system assigns the incoming payment of 1000 UNI to the open item of 1000 UNI. Accept this assignment and choose Save. The payment document is now posted.

Once the document has been posted, you will be asked if you wish to print a receipt. Choose No.

1-1-7 Create the reconnection order the same way as you created the disconnection order. Proceed in the same way.

Proceed as in exercise 1-1-5 (confirmation of disconnection order). Proceed in the same way.

The business process is now complete.

1-2 Disconnection at customer’s request

1-2-1 First, identify business partner PJ0603A0##. Then perform the CIC process. You can find the process in the action box under call group Technology.

1-2-2 The process Disconnection: customer reqst consists of two steps: once the relevant workflow has been started, you branch automatically to customer contact creation. Here, the fields are already filled with values which you can accept or reject, supplied by the workflow.

Choose Save to create the contact.

1-2-3 Execute the Active workflows front office process for business partner PJ0603A0##.

Choose the active workflow (double-click). This takes you automatically to the workflow step log, where you can determine the number of the disconnection document with which you execute further processing.

1-2-4 Proceed as you did in the exercise for creating a work order based on a work item. Proceed in the same way.

Plant ord. fields must be left empty to prevent an SM/PM order being generated along with the disconnection order.

PM/CSorder

The CUST processing variant is active for disconnection upon customer request.

1-2-5 Choose the work item for confirming your disconnection order by double-clicking on it and carry it out.

As disconnection did take place, you can keep the confirmation status proposed.

1-2-6 The procedure is the same as the procedure for creating and confirming reconnection orders. Proceed in the same way.

1-3 Disconnection and collection procedure/customer not home

1-3-1 Choose menu path:

Utilities Industry Customer Service Front Office/Customer Interacion. Center Customer Interaction Center.

Enter PJ0602A0## as a search criterion in the Partner field and identify this business partner. Execute the Active workflows process for this business partner.

Choose the active workflow (double-click). This takes you automatically to the workflow step log, where you can determine the number of the disconnection document with which you execute further processing.

1-3-2 Choose Office Workplace Inbox Workflow.

1-3-3 Proceed as you did in the exercise for creating a work order based on a work item. Proceed in the same way.

1-3-4 Choose Office Workplace Inbox Workflow.

Choose the work item for confirming your disconnection order by double-clicking on it and carry it out.

As disconnection did not take place, use Confirmed: nobody reached as the confirmation status.

Under Discnctn, ensure that you remove the indicator that flags the device as disconnected.

Do not set the New order indicator.

1-3-5 To ensure that the disconnection does not get forgotten, the system sends a special follow-up work item to the inbox after a predefined period of time has elapsed to remind the agent of the pending disconnection. Before this, the work item appears in workflow resubmission.

Display this follow-up work item.

When will this work item appear as a new work item in the integrated inbox? Where do you define this resubmission period?

Wait until the specified time has elapsed and check to see if the work item really does appear in the integrated inbox after this time.

SAP AG 1999

Move-in

Move-out

Move-in/out

Contents:

Move-In/Out

Perform move-in/out with all of the functions provided

Explain the technical master data for move-in/out

Move-In/Out: Unit Objectives

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Service connection

Move-in Move-out Move-in

MoveMove--in/outin/outInitial data

creation

ACME Movers

The Complete Process

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Move-in

Move-out

Move-in/out

Move-In/Out: Contents (1)

SAP AG 1999

Serviceconn.

Move-inInitialdatacreation

Transport

The Move-In Process

During move-in processing, you establish a utility service for a customer. You can change or create master data. You allocate a contract to an installation and thereby enable the customer's contract to be billed. Move-in also triggers the payment requests and welcome letters sent at the beginning of utility service.

Before you begin move-in processing, there must be an installation available on the move-in date. When a customer moves in for the first time, you must create an installation. You can allocate devices to the installation before or after move-in. If one of the installations is still allocated to a contract, you must first perform a move-out.

The move-in can apply to one or more contracts. When you create the move-in document, the installation and move-in date you initially specified is assigned to these contracts. However, you cannot create the move-in document if the move-in date is in a period in which one the installations was already billed.

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ContractContractaccountaccount

ContractContract

BusinessBusinesspartnerpartner

InstallationInstallation

Move-in A move-in links the technical master data object

installation to the business partner and the contract account when a contract is concluded.

In move-in processing, you can create:

Business partners

Contract accounts

Contracts

Move-In: Overview (Technical)

In move-in processing, you usually have to create a new contract because a contract is required in the case of a new agreement on utility services.

If the business partner and the contract account are already in the system, they do not have to be re-created.

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Move-In: Process

Move-inCustomermoves in

Meterreading

Businesspartner account

Welcome letter

Contract Cash securitydeposit

Notification by phone

Overall check

Budget billingplan

Move-inprocessed

Customer contact

Move-in

Mrs. Smith

Move-in

31July

Bud. billing

The customer calls to notify the utility company of his/her move-in. In addition to creating master data objects, you can carry out the following activities within the Move-in

business process: Enter meter readings Perform overall check Create log entry for customer contact Create budget billing plan Request cash security deposit Send a welcome letter

When the move-in document is saved, a welcome letter and a budget billing plan can be created automatically. You define settings for budget billing plans in the contract settings in Customizing and settings for welcome letters in document settings in Customizing.

The overall check is used to check contracts for their ability to be billed.

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Move-In: Initial Screen

Create Move-In Document

Move-in document

Business partner

Contract account

References

Move-in datePremise

Installation Contract

For external number assignment only

If already exists

References for• Business partner• Contract account

Required field:Premiseor installation(s)

If already exists

Required field

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Move-In: Address Data

Premise address

10 Main Street

11000 Berlin

Address ofbusiness partner:

10 Main Street

11000 Berlin

Address of business partner:

Move-in

Copy address

When the business partner moves in, you can automatically assign him/her the address of the premise as a default address. To do this, choose SAP Utilities --> Customer Service --> Process Execution --> Move-In/Out --> Move-In -> Define Move-In Control Parameters at Document Level. If the move-in is processed for several premises in one move-in document, the system uses the first address entered for the premise of the installation.

If this control parameter is not set, the address has to be entered manually. If you specify a business partner that already exists in the system, their address is displayed

automatically in the move-in document.

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Move-In: Full Screen

Move-In Document 4711

Admin/Name Bank/Pymt Data Contract Data

BusinesspartnerName

Address

Bank details

Communicationdata

Relationships

General data

Accountassignment

Bill control

Dunning data

Incoming/outg. payments

General data

Data for budget billing

Account assignment

Cash security deposits

Full Screen

Contract(contracts)

Contractaccount

You can enter the most important master data for the business partner, contract account and contracts in the move-in screen. You maintain more specific data in the full screen.

SAP AG 1999

Move-In: Meter Readings

Direct entryof meter readings

Validation

MR data

Correctionor

Releaseof MR Results

100004 OnP 34689 kWh

100004 OffP 6790 kWh

Device Reg. Meter Reading

600 kW100005 Dem.

OR:Trigger MR order

creation

In move-in processing, you can enter meter readings directly or trigger meter reading order creation.

SAP AG 1999

.....…document 4711

MR dataScheduled MR categ.

Service notif./order

ComponentsComponents

TransactionsTransactions

PM/CSorderPM/CSPM/CSorderorder

Create service order/notif with delay

Start date

Service Orders for Move-In and Final Meter Reading

You can establish Customizing settings such that a service order or notification is automatically created every time you create meter reading orders. A separate order is created for each device.

Orders and notifications can be created automatically when you: Save a move-in document Trigger an event in a later workflow

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Payments made by the customer that are requested at the time of move-in and that are paid back (or used to settle any open balance) and when the utility contract is terminated.

Apply to the customer's contract

Can be cash or noncash

Can be refunded on the expiration date or before the contract isterminated

Security Deposits

Only cash security deposits can be created through move-in processing.

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Company Div. Billing classcode class

0001 GAS SPECIAL YES

0001 GAS RATE NO

Customizing: Security deposits required?

Security deposit iscreated automatically

MoveMove--inin

Entry:

Amount of security depositReason for security deposit

or Reason for exemption

Move-In: Security Deposits

00000150900 12131400 67291500 11Do not write in this space

1st National $ AmountPay to the order of

In words

Signature Do not change or mark printed areas

Check no. Acct no.X X Amount X Bank Number X Text

Shelbyville1.4.1996

$ - 400,-

Via move-in processing, cash security deposits can be created automatically if you have established customizing settings accordingly. Three fields are provided for entering the amount of the security deposit, the reason for the deposit, or the reasons for an exemption from security deposits.

Requests for cash security deposits are defined at the contract level in connection with the company code, division and billing class.

If a security deposit was created, you can branch to it in the change mode in move-in processing.

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Automatic creation of a budget billing plan using the budget billing amount entered; the amount applies to all due dates

You can branch to Maintain Budget Billing Plan

BB planMaintain

budget billing plan

100004 100

100005 75

Contract BB amount

Move-In: Budget Billing Plan (1)

A budget billing plan is automatically created in move-in processing if you enter a budget billing amount and branch to Change Budget Billing Plan. A budget billing plan cannot be created unless the contract is able to be billed.

You can also branch to budget billing plan maintenance from the move-in change screen. There you can use all budget billing change maintenance functions.

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Move-In: Budget Billing Plan (2)

2nd budget billing plan

03/15/00 $7004/15/00 $7005/15/00 $7006/15/00 $70....

1st budget billing plan

03/15/00 $15004/15/00 $15005/15/00 $15006/15/00 $150

Sub-BB plan

03/15/00 $5004/15/00 $5005/15/00 $5006/15/00 $50....

Sub-BB plan

03/15/00 $10004/15/00 $10005/15/00 $10006/15/00 $100....

Water contractJoint invoice: 2

Electricity contract

Joint invoice: 1

Gas contractJoint invoice:1

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Budget billing dates

.....06/15/199907/15/199908/15/199909/15/1999

10/15/199911/15/199912/15/199901/15/200002/15/200003/15/200004/15/200005/15/200006/15/200007/15/200008/15/200009/15/2000

10/15/200011/15/200012/15/2000....

Periodic billing

Budget billing requests10/15/1999 ---...02/15/2000 ---03/15/2000 $15004/15/2000 $15005/15/2000 $15006/15/2000 $15007/15/2000 $15008/15/2000 $15009/15/2000 $150

Periodic billing09/30/2000

Move-in date02/18/2000

Move-In: Due Dates for Budget Billing

Due dates for budget billings are generated via the schedule records of the portion (from the meter reading unit or the contract).

Budget billings before the current date can no longer be requested. The budget billing plan is only created for future dates up until the end of periodic billing.

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Detail Long textCat. Message

S Move-in document 4711 createdS Contract 100000001 createdS BB plan createdS MR results enteredS Security deposit createdS Welcome letter sent

Automatic log for

Creation of move-in documents

Every change to a move-in document

Move-In: Log

In Customizing you specify whether this change log is displayed.

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Move-in document 4711

Status 03: Meter readings

prepared

Contract 2

Move-in

status 03Bank details 1

Status of move-in processing

01 Master data maintained03 Meter readings prepared04 Readings partially entered05 Readings entered completely06 Billing data complete07 Budget billing plan created08 Cash security deposit requested09 Welcome letter triggered10 Welcome letter printed99 Reversed

Contract 1

Move-in

Contract 3

Move-in

Status of Move-In Processing

A status is displayed for each move-in document. The status indicates the extent to which the move-in has been processed.

Since a move-in can apply to several contracts (electricity, gas, water, and so on) that are all processed differently, a processing status is assigned to each contract. The processing status of the entire move-in is determined by the lowest status of the individual contracts.

The processing status is determined at runtime and is not an attribute of the move-in document.

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Move-in document 4711

Contract 1Bank details 1

Contract 3 Bank details 1

Reversalof

move-in document

Deletion of meter reading data

Deletion of budget billing plan

Deletion flag for contract

Move-In: Reversal

You can reverse the entire move-in document. Reversal cannot be carried out if billing has taken place after the move-in date.

Changes to master data (change of address or cash security deposit data) must be reversed manually. The meter reading data and the budget billing plan are deleted automatically. The contract receives a

deletion flag. If the move-in object is incorrect you must reverse the move-in. There is a separate function for

changing the move-in date. Additional reasons for reversing a move-in include:

The move-in was created with an incorrect business partnerThe move-in was erroneously created with the installations of an incorrect premiseThe business partner subsequently informs you that he or she does not assume responsibility for some of the installations. In this case, you have to reverse the move-in and create a new move-in document with the correct installations.

SAP AG 1999

Move-out Move-in

Installation03/01/95 - 12/31/9601/01/97 - 12/31/99

Terminatecontract

Terminatecontract Create

contractCreate

contract

Businesspartner

Automatic Owner Move-In

Business partnermoves out

Ownermoves in

Contractaccount

IS-U supports a function whereby move-in is triggered automatically for the owner when your customer (the current tenant) moves out.

A workflow is available for the owner change process. When a customer (new tenant) moves into a premise, a move-out request will be generated automatically for the owner assigned to the premise.

Sample workflow for automated contract billing: ISUACBMovein, ISUACBMveout, ISUACBISub.

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The Owner Assignment Process

HistoricalOption of automaticmove-in

Premise

Change Owner Assignment

Property 1Key date 07/28/1998

Installation Hierarchy

Property 1

Connection objectPremise

Installation

Premise

ConnectionObject

Premise

Nomaintenance

The owner assignment process transaction fulfills a US requirement: Automatic Contract Billing (ACB). Owner assignment ensures that when a tenant moves out of a house, the owner of the house automatically becomes the utility company's contract partner. This function can be made subject to a charge or can be activated for specific seasons (the owner might only be responsible for consumption in the winter months, for example).

You can define a customer's property in the system and manage this data historically. You can define connection objects and premises as property, or you can specify other property such as individual installations or all the installations of a particular division.

Once you have assigned a premise to an owner with this transaction, you can no longer change the owner data directly in the premise.

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Owner Assignment in the Premise

Basement

Apartment 2

Apartment 3

Apartment 1 Entrance hallPremise

Create .. Change ..

Connection object

Nothistorical

Noautomaticmove-in

A business partner can be assigned as the owner of a premise. Data on premises is not managed historically, so it is not possible to display a history for the owner-to-

premise assignment. This type of assignment does not allow for automatic triggering of a move-in when a business partner

moves out.

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Move-in

Move-out

Move-in/out

SAP AG 1999

The Move-Out Process

Serviceconnection

Move-in Move-outInitialdata

creation

ACME movers

During move-in processing, you establish utility service for a customer. You can make any necessary changes to the business partner's master data that result from a move-out. In particular, the assignment between a contract and an installation is terminated as of the move-out date.

A move-out stops all payment plans. You can trigger a move-out confirmation letter as well as a bill directly from move-out processing.

One or more contracts and corresponding installations must exist on the move-out date in order for the move-out to be performed.

SAP AG 1999

Account

Contract

CustomerCustomerBusinessBusinesspartnerpartner

Installation

Move-outThe move-out

Terminates the utility contract on the move-out date

Ends the link between contract and installation

Move-Out: Overview (Technical)

From a technical standpoint, when a customer moves out of a premise, his/her contract is terminated and separated from the installation. The contract can no longer be used.

The link between technical and business master data is ended in a move-out.

SAP AG 1999

Move-outprocessed

Move-out

Meterreading order

creation

Changes to

master data

Move-outconfirmation

Meterreading

Finalbilling

Notification by phone

Cash securitydeposit

Budgetbillingplan

Customer contact

Contract

Bank details 1

Payment method 1

Alternative payer 1

....Contract accounting document 1

Contract accounting document 3

31July

BB pymt$250

Move-in

Mrs. Smith

Move-in/out

Move-Out: Process

Customermoves out

The customer notifies the utility company of his/her move-out: Within the Move-out business process, you can carry out the following activities:

Maintain master data (such as changing bank details or address) Enter meter readings Dissolve budget billing plan and cash security deposit Create log entry for customer contact Create a final bill Send a move-out confirmation

SAP AG 1999

Contract(contracts)

Are terminated

Admin/Name Bank/Pymt Data Contract Data

Full Screen

Businesspartner

Contractaccount

Address

Bank details

Communicationdata

Relationships

Control Data

General data

Accountassignment

Bill control

Dunning data

Incg/outg. payments

Stop budget billing

Dunning/final billing

Move-out confirmation

Automatic final billing

Move-Out: Full Screen

You can not only change master data but also establish additional settings for move-in/out. You can specify dunning data different from the data in the contact account for final billing.

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Budget billing planDue on Amount Open

10/15/99 $150 --11/15/99 $150 --12/15/99 $150 --01/15/00 $150 --02/15/00 $150 $15003/15/00 $150 $150...

09/15/00 $150 $150

Budget billings paid

Settlement withfinal billing

Bill x y z

Quantity x Price2000,00

Budget billings paid600,00

Total $1400,00

Open budget billingsare not:

• Requested• DunnedMove-out on

01/17/2000

Move-Out: Budget Billing Plan

The budget billing plan is deactivated in the case of a move-out. Open receivables from the budget billing plan are no longer requested or dunned. Paid budget billings

are taken into account during invoicing of the final bill.

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MR data

Correctionor

Releaseof MR results

100004 OnP 34689 kWh

100004 OffP 6790 kWh

Device Reg. Meter reading

Direct entryof meter readings

600 kW100005 Dem.

OR:Trigger MR order

creation

Move-Out: Meter Readings

Validation

When you create a move-out document, a meter reading order is automatically created for all registers of devices allocated to billing installations. No order is created if you have already entered a meter reading result.

You can define settings for meter reading orders in Customizing under SAP Utilities Customer Service Process Execution Move-In/Out Move-Out Define Control Settings at Contract Level.

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Changes to Installation Data

Contract 1

Cust.2

Cust.1

Move-out

Installation

Contract 2

02/01/1998

Time slice 1: 04/15/97- 01/31/98 Time slice 2: from 02/01/98

Move-in

Nov 1 Dec 1 Jan 1 March 1 Apr 1 May 1Feb 1

In the process of initial data creation, a utility installation is created with a single time slice. If the customer moves into this installation, the installation is allocated to a contract. When the customer moves out, the contract is terminated via a final billing and another time slice begins

for the installation (starting on the move-out date). No contract is allocated to the installation during this time slice.

If a customer moves into the installation again, the current time slice is allocated to a new contract.

SAP AG 1999

Move-out doc. 4711

Contract 3 Bank details 1

Reversalof

move-out document

Deletion of meter reading data

Reactivation of budget billing plan

Restoration of contract

Move-Out: Reversal

Move-out reversal is always carried out for the entire move-out document, not for individual items. Move-out cannot be reversed if a move-in has already been posted to the premise. If the customer moving out has already received the final bill, then billing must be reversed manually.

Changes to master data (changes of address or bank details, for example) must be undone manually. Meter reading data is deleted automatically. The budget billing plan is reactivated and outstanding due

amounts are requested again. The contract is released for use again.

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Move-in

Move-out

Move-in/out

SAP AG 1999

The Move-In/Out Process

Service connection

Move-in Move-out Move-in

MoveMove--in/outin/outInitial data

creation

ACME Movers

You can process the following during initial move-in/out processing:Move-in/out (move-out and subsequent move-in) to a premiseMove-in/out (of business partner)Move-in orMove-out

You can also use move-in/out processing to find existing move-in/out documents for a particular premise or business partner.

You can use enhancement EXSBTI01 to define default entries for move-in/out fields. You can use a field selection function to restrict the number of fields to be displayed or maintained.

SAP AG 1999

Move-out Move-in

from or to a premise

Installation03/01/95 - 12/31/96

01/01/97 - 12/31/9999

Terminatecontract Create

contract

Contractaccount

Businesspartner

Contractaccount

Move-In/Out (Premise)

= move-out + move-in

Move-in/out from or to a premise always applies to one or more installations of that premise. Move-in/out from or to an installation means:

The business partner moves out of the installation, resulting in termination of the existing contract. andAnother business partner moves into the installation, resulting in the conclusion of a new utility contract.

SAP AG 1999

Move-out Move-in

Businesspartner

Contract acct

Businesspartner

Contract acct

Terminatecontract

Create contractCreate

contract

Premise

(installations)

- Businesspartner

Premise(installations)

Move-In/Out (Business Partner)

= move-out + move-inof a business partner

Premise(installations)

A move-in/out relating to a business partner applies to two premises: the premise the business partner moves out of and the premise the business partner moves into.

Move-in/out of a business partner means:The business partner moves out of a premise (installation(s)), resulting in termination of the existing contract(s), andThe same business partner moves into another premise (installation(s)), resulting in conclusion of (a) new contract(s).

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Single-step processing

Access from

Front Office

Fast move-in/out

Front Office Initial Screen X

Front Office Edit Goto System Help

Search criteriaLast/first nameStreet/house no.Zip/City/StateBusiness partnerTransaction date

Address ty.Bus.part.Conn.obj.

Info Envir.

Call Description

Change Transact.

Call Description

Context Proc.

Manual steps

Selection of premise

Entry of business partner and bank details

Automatic steps

Customer address

Contract account, contract and budget billing plan

Move-in reading

Welcome letter

Manual steps

Selection of premise

Entry of business partner and bank details

Mailing and billing address

Contract account

Contracts

Budget billing plan

Security deposits

Move-in reading taken and entered

Welcome letter checked and sent

Move-In/Out Processing Variants

You can control special move-in/out activities using processing variants. You can use either special or general processing variants. Special variants speed up move-in/out processing. You use general variants on the initial screen for move-in/out processing. The following options are available:

Hold in the move-in/out initial screen when called from the Customer Interaction CenterAutomatically identify the premiseTrigger command automatically when the Return key is pressed

During move-in/out processing you can save changes to business partner and contract account data as scheduled changes. The changes are then activated on the move-in or move-out date. You use report BUSPCDACt to activate scheduled changes.

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Process Move-In/Out: Initial ScreenFixed-term deposit Edit Goto Extras System Help

Header dataDocument numberMove-in/out date

Search parameters for move-out

Contract accountBusiness partnerPremise

Search parameters for move-in

Contract accountBusiness partnerPremise

Process move-in/outormove-out

Processmove-inProcessmove-in

Variant

Processingvariants

Selection Criteria for Move-In/Out

There are several types of selection criteria for move-in/out processing: The move-in/out screen provides you with several pages for move-in/out data. You can use establish special variants in Customizing to speed up move-in/out processing: You can use

the following settings: o Automatic contract selection during move-in/out processingo Automatic installation selection during move-in/out processing o Create move-out in the background o Copy business partner's current contract o Reverse move-in/out in background o Attempt move-in, even if move-out not possible o Period for move-in/out document display o New contract account if change of contract o Reasons for change of contract

You can define default processing variants via user groups.

SAP AG 1999 SAP AG

Requirements for move-in

Existing premise with installation(s), from initial data creation, for example

Move-in (technical standpoint):

Linking the contract to the installation

Linking business and technical master data

Move-in (business standpoint):

Creation of business master data, budget billing plan, cash security deposits and customer contact

Entry of meter readings

Welcome letter

Move-In/Out: Summary (1)

SAP AG 1999 SAP AG

Move-out (technical standpoint):

Termination of a contract

Installation and contract no longer linked

Move-out (business standpoint):

Deactivate budget billing plan

Entry of meter readings, changes to master data

Settlement of cash security deposits in final billing

Move-out confirmation

Move-in/out = move-out + move-in relating to

Business partner or

Premise

Move-In/Out: Summary (2)

Move-In, Move-Out, Move-In/Out Exercises

Unit: Move-In, Move-Out, Move-In/Out

Topic: Move-In Processing

Answer questions about workflow

Perform a move-in

Move-in and move-out are frequent processes that the agent often has to carry out without prior notice. You can also use the CIC to perform move-in activities.

Mark DommerNorth Shawnee

Boston MA, 02116

Premise PJ0402A0## (0##: group number)

0## Mahler Place

Boston MA, 02100

Electricity installation

PJ0402A0## (0##: group number)

PJ0402A0##

Water contract

Water installation

PJ0402B0## (0##: group number)

PJ0402B0##

Double-rate meter

Single-rate meter

Move-in document

1-1 True or false?

1-1-1 In the move-in process, you can process the objects Business partner, Contract account and Contract in full screen maintenance mode.______________________________________________________

1-1-2 You can create cash security deposits and budget billing plans from move-in processing.______________________________________________________

1-1-3 When a customer moves out, the installation is managed historically although the customer’s contract is terminated.______________________________________________________

1-2 Creating a move-in

Process description:

Customer Marc Dommer (currently residing at 0## North Shawnee, Boston, MA 02116) already exists in the system as a business partner (PJ0402A##). Mr. Dommer calls to inform you that he has moved into 0## Mahler Place, Boston, MA 02100 as of the first of the month. He needs water and electricity service.

1-2-1 Choose Move-in in the Move-in/out processing. Choose Utilities Industry Customer Service Process Execution Move-in/out.

Enter business partner Marc Dommer. You do not have to specify the contract account. The system will either find the existing contract account automatically for the move-in or, if there are several possible contract accounts, it will display a dialog box from which you can select the relevant one.

Specify the search parameters for the premise Marc Dommer will be moving into.

Create the move-in for the first of this month.

Move-in processing displays all the installations that are assigned to the premise you have selected. Please select the installations for electricity and water.

1-2-2 In move-in processing, the system automatically records a customer contact. Specify that the contact was by telephone and enter the name of the business partner who contacted you.

1-2-3 Assign the company code U300 to both contracts in move-in processing. Assign the jurisdiction code for Boston (MA0011000) to the contracts. Use account determination ID 01 for receivables and credit items. Both contracts are always to be invoiced together.

1-2-4 Confirm the move-in readings for

Electricity meter PJ0402A0## Register 1 10Register 2 5

Water meter PJ0402A0## Register 1 10

1-2-5 You agree on a budget billing amount with Marc Dommer of 150 UNI a month, 70 UNI for electricity and 80 UNI for water. Enter the budget billing amount for the contracts. Display the budget billing plan.

1-2-6 Create a welcome letter from move-in processing. Display the welcome letter in the spool. Enter LT0Q as the printer and enter * in the RDI field.

Exercises

Topic: Move-Out Processing

Perform a move-out

Move-in and move-out are frequent processes that the agent often has to carry out without prior notice.

James Donaldson0## North ShawneeBoston, MA 02100

Premise PJ0403A0## (0##: group number)

0## North ShawneeBoston, MA 02100

Electricity installation

PJ0403A0## (0##: group number)

Water contract

Water installation

PJ0403B0## (0##: group number)

Electricity meter PJ0403A0## (0##: group number)Double-rate meter

Water meter PJ0403B0## (0##: group number)Single-rate meter

Move-out document ___________ (Assigned by the system)

1-3 Creating a move-out

Process description:

Customer James Donaldson (living at 0## North Shawnee, Boston, MA 02100) notifies you by letter that he is moving out on 08/31/01.

The customer has taken the readings for electricity and water and included them in the letter.

The customer would like to receive the final bill at his new address at 37 Market Street, San Francisco, CA 94022.

In addition, the customer has notified you that he would like to pay the final bill by direct debit (any credit items can be paid with a check) because his account is no longer valid.

1-3-1 Create the move-out document. Go to move-in/out process execution:

(Utilities Industry Customer Service Process Execution Move-In/Out)

and create the move-out document for 08/31/01. You only need to enter the search parameters for the business partner and you will be automatically prompted to enter all other data.

1-3-2 Change the address

Once you have entered the data, go to the screen Create Move-Out Document.

Enter James Donaldson’s new address.

Overwrite the existing address:

37 Market StreetSan Francisco, CA 94022.

Choose Enter.

The message Error in Address Check is displayed. Choose Yes since this address is outside of your service territory. If you want to keep the old address, go to business partner maintenance and create an additional address for Mr. Donaldson. Go to the address overview and create the address. Choose Back and define the address as the standard address. Copy the address.

1-3-3 Change the payment data

Display the payment data.

You want to change the customer to a cash payer.

You do not have to change the bank details.

Delete the entries in the Incoming method and Bank details ID fields.

Do not change the Outgoing method.

This means that bank details are no longer used for direct debit and credit items will be paid by check.

1-3-4 Enter meter readings

Branch to the meter reading data.

Enter Meter reading by customer as the current meter reading type.

Enter the meter readings. They are:

Electricity meter register 1: 2000Electricity meter register 2: 3640Water meter register 1: 1800

Note the column RS (Status of meter reading ) next to the meter data.

Choose Enter.

Are the meter readings plausible?

The meter reading results must have the status 1 (billable) or 4 (released by agent).

If the readings are implausible (status 2), a note is displayed in the status bar. Choose Enter to confirm the note.

Choose Enter to confirm the note.

Releasing a meter reading with status 2.You would like to determine whether consumption has changed significantly.Select the line of the meter reading and choose Correct.

On this screen, the expected values and the upper and lower tolerance limits are displayed.

Choose Release.

This meter reading result has the status 4 and can be billed.

Note the column S (status) next to the meter data.

Choose Enter.

Confirm the notes in the status bar by choosing Enter.

End budget billing plan.

Ensure that the End budget billing plan indicator is selected. No further budget billings are charged if this indicator is set.

Save the move-out document.Document number: ______________

The move-out has now been entered and must undergo automatic processing. The move-out document is billed, invoiced and printed in a batch run at night. Since at the moment there is no new tenant for the premise, your work is finished.

1-3-5 Check the data environment of the connection object.

In the CIC, select Connobject Environment from the action box Info. Enter North Shawnee 0## in Technical Data.

Expand the connection object view by placing the cursor on the connection object and choosing Expand subtree .

Choose Period and enter the period from 01/01/97 to today’s date.

Is the business partner displayed?

Are the devices displayed?

Move-In, Move-Out, Move-In/Out Solutions

Topic: Move-In Processing

1-1 True or false?

1-1-1 True

1-1-2 True

1-1-3 True

1-2 Choose Utilities Industry Customer service Process Execution Move-In/Out or Utilities industry Customer Service Front Office Customer Interaction Center Customer Interaction Center from the SAP menu.

1-2-1 In the Move-In tab page, enter the first day of this month as the move-in date. To find your business partner, use the F4 button in the BusPartner field. Choose the tab page Partner, general (last name and search term) and enter the search parameter Name 1 “Dommer” and search term 1 “Group 0##”. Alternatively, you can enter the data directly in the fields Last name/First name, Street and so on.

Enter Mahler Place 0## (group number ##) in the Street/house no. fields in the Premise search parameters.

Choose Move-in Create move-in. A list of installations that match the search parameters you specified under Determination of premises appears. Select the installations for electricity and water.

Then a list of business partners that match the search parameters you specified under Determination of contract account/customer appears. Select your business partner. You do not have to specify the contract account. If there is only one contract account for this business partner in the system, move-in/out processing will select it automatically in the initial screen. If there are several contract accounts for your business partner, the system will display a list of possible accounts and you will have to select one. If you do not wish to use an existing contract account for the move-in but would rather create a new one, enter the appropriate category in the Contract account category field. You can then create a new contract account in move-in processing.

You can also use the front office process Create move-in by using the Action Box call group Move-In/Out once you have found the business partner and premise in the front office or CIC. You only have to enter a move-in date as additional parameter. You are automatically taken to move-in/out processing.

1-2-2 You can enter data for the customer contact in the tab page Name/Administration. Enter 1 for telephone in the Contact type field and enter the business partner.

1-2-3 A new contract is now automatically created for every installation. Go to the tab page Contracts in Move-in.

1. The relevant company code: CoCd=U300

2. The indicator for joint invoicing JI=1(the contracts are to appear on one bill)

3. The account determination ID for receivables/credit items of the contract AD=01

1-2-4 Display meter reading data by choosing MReadingData.

1-2-5 Choose Contracts for an overview of the contract. Enter the budget billing amounts in the BB amount fields. To see the budget billing plan, click on the button Budget billing plan. The remaining due dates carry on until the end of September.

1-2-6 Choose Welcome letter to create the welcome letter during move-in processing. You can display the move-in letter by choosing System Own spool requests.

Solutions

Topic: Move-Out Processing

1-3 Creating a move-out

1-3-1 Choose Utilities Industry Customer Service Process Execution Move-in/out

Enter 08/31/01 as the move-out date.

You only need to enter search parameters for the business partner.

A list of contracts appears. Select the contracts for electricity and water.

You can also create the move-out creation process in the front office or CIC once you have identified the business partner.

1-3-2 You then branch to Create Move-Out Document.

Click on the Address data tab page to enter James Donaldson’s new address.

Overwrite the existing address:

37 Market StreetCA 94022 San Francisco

Enter CA or California.

Press Enter. The message Error in Address Check is displayed. Choose Yes since this address is outside of your service territory.

1-3-3 Branch to the customer’s bank details by choosing Bank/payData.

You want to change the customer to a cash payer.

You do not have to change the bank details.

Delete the entry ‘D’ in the Incoming method field and delete the entry ‘0001’ in the Bank details ID field.

Do not change the entry ‘C’ in the Outgoing method field.

1-3-4 Branch to the meter reading data.

Enter 02 Meter reading by customer in the Actual MR type field.

Enter the meter readings. They are:

Electricity meter register 1: 2000Electricity meter register 2: 3640Water meter register 1: 1800

Are the meter readings plausible?

Device PJ0403A0##, register 001. Consumption ok. Status 1Device PJ0403A0##, register 002. Consumption not ok. Status 2Device PJ0403B0##, register 001. Consumption ok. Status 1

Under Contract/ctrl.data, ensure that the Stop budget billing plan (SB) indicator has been selected. No further budget billings are charged if this indicator is set.

Save the move-out document.

1-3-5 In the CIC, call Connobject. Environment from the Info action box, and enter the address of the connection object in Technical Data. You receive the overview once you have determined the connection object.

YES. But only if the period extends to the move-out date. The offset to the move-out date is displayed in the contract.

YES, in the installation and in the device location.

SAP AG 1999

Contents:

Sales transaction

Quotations and orders

Products

Set types

Customizing

Workflow

Product engine and CRM

IS-U Sales Processing

SAP AG 1999

Use the sales transaction

Create quotations and orders

Create products

Customize products

Explain the set type concept

Explain the integration between products and CRM

SAP AG 2001

IS-U Sales Processing: Unit Objectives

SAP AG 1999

InternetInternet

IDE?CRM SIC

CRM SIC

CRMCIC

Quotation/

Sales Order

Quotation/

Sales Order

Master DataReference

Master DataMaster DataReferenceReference

ProductProductProduct

MaterialMaterialMaterial

Master DataObjects

IS-U CIC

IS-U SalesIS-U

SalesMaster Datagenerator

Master Datagenerator

Configuration/ set type

ConfigurationConfiguration/ set type/ set type

Master Datatemplate category

Master DataMaster Datatemplate template categorycategory

IS-U/CCS

WorkflowWorkflow

IS-U Sales Processing: Process and Objects (1)

You sell a utility product to a customer. Depending on the product, you can enter additional information in the configuration. You then start pricing and generate a quotation. If the customer accepts the quotation, the master data generator creates the IS-U data.

1. Select product. The product can be called from the CIC, the Internet, or from a sales transaction. The product must be defined as a material. You can also link additional information with the product (material) through set types.

2. Create quotationThe system performs this step automatically as soon as you save a utility quotation in IS-U. All the data from the utility quotation is included in the SD quotation. No documents are created in IS-U.The customer accepts the quotationThe customer accepts the quotation You can perform the activity directly in the (quotation) document overview in the CIC. If the customer does not accept the quotation, the process ends at this point.

3. Create orderThe system also performs this step automatically. To do this, the items from the quotation are copied to the new order.

4. Create/change IS-U dataImmediately after the SD order is created, the system calls the master data generator for each utility product, in order to create or change any necessary IS-U data. In the process, a workflow controls the transfer of customers from another company to your utility company.

SAP AG 1999

InternetInternet

IDE?CRM SIC

CRM SIC

CRMCRM

Quotation/

Sales Order

Product

Material

Master DataObjects

IS-U CIC

IS-U SalesIS-U

SalesMaster Datagenerator

Master DataTemplate category

Workflow

IS-U/CCS

Products can be called from different environments. Telesales. In the telesales process, products are called from the CIC. Method

UtilCustomerOrder.CreateForUtilProducts can be used to call the sales transaction. In addition, an integrated entry form exists for the application area (this form has to be configured manually beforehand; view cluster CRM_CIC_DEFWS).

Sales transaction. The sale of products and the creation of a quotation/order or order can be started in IS-U from the transactions ISU_SALES_QUOTATION and ISU_SALES_ORDER, respectively. To do this, choose the following path from the SAP menu: Utilities Industry --> Customer Service --> IS-U Sales Processing --> Create Sales Quotation or Create Sales Order.

Internet. Products can be placed in the Internet via online stores and product catalogs. In this case, however, no quotation/order or order is created. Instead, method UtilityProduct.IsuProductImplement (the master data generator) is called.

CRM. In future versions, the products will be offered to customers via the CRM - e.g. the Contact Center or the Webshop. IS-U will be the background system in this scenario.

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Quotation items

Sales Transaction

Simulation

Partner

account

Products

Set Types

Connect.object

Premise

Simulationprice

SAP AG 1999

Separate screens and functions

a) Business partner and account

b) Connection object and premise

Quotation and order

Reference customer

Master data template

a) Business partner and account

b) Connection object and premise

Quotations and orders

Organizational structure

a) Distribution channel

b) Sales organization

c) Division

Products and Profiles

SAP AG 1999

Internet

IDE?CRM SIC

Quotation/

Sales Order

Product

Material

Master DataObjects

IS-U CIC

IS-U Sales

IS-U/CCS

WorkflowWorkflow

The process flow from the creation of the quotation to the execution of the master data template is controlled by workflow ISUProdCRM.

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New items are pending for processing

IS-U: Create sales order for quotation (if necessary)

Determine item data from order

Cancel workflow

Workflow started

Order created for CRM processing

Determine IS-U data from SD document Wait for quotation to be

refused

Customer responseWait for quotation to be accepted

Quotation created for CRM processing

IS-U: IDE enrolment communication

Determine next product

Generate IS-U product Workflow ended

Simplification

No products have been assigned

Workflow 1: ISUProdCRM (Simplified)

SAP AG 1999

Internet

IDE?CRM SIC

Quotation/

Sales Order

Product

Material

Master DataObjects

IS-U CIC

IS-U Sales

IS-U/CCS

WorkflowWorkflow

SAP AG 1999

Distribution listDistribution list

1. Inquiry from prospective customer

4. Reply regarding prospective customer

CustomerCustomerDirect communication between the partners

New utility company

Old utility company

IDE Process

SAP AG 1999

Workflow started

IS-U: IDE send enrolment inquiry

Wait for answer

Collect the necessary data (several steps, simplified!)

Inquiry answered, accepted

Inquiry answered, rejected

Inquiry answered, error

IS-U: Prepare IDE message

Send mail

Workflow ended

1 of 3

Timeout

IS-U: Prepare IDE message

Send mailEnd workflow

Workflow 2: ISUIdeEnrCom (Simplified, Detailed)

SAP AG 1999

Internet

IDE?CRM SIC

Quotation/

Sales Order

ProductProduct

MaterialMaterial

Master DataObjects

IS-U CIC

IS-U Sales

ConfigurationConfiguration/ set type/ set type

IS-U/CCS

Workflow

Master Data Generator: Process and Objects (5)

SAP AG 1999

ProductProduct

Material Class Character-istics

Set Types

Materials Management

Sales and Distribution

ABAP/4, DDIC

Field attributes, set types

Required, output, proposal

AvailabilityMaster data templateMaster data template

IDE, quantity

Utility products

Utility products SD documents refer exclusively to material masters (in short: materials). It is therefore necessary to

create a separate material for each utility product. The prices are determined in SD depending on the material.

Specific data from IS-U, such as the serial number and period consumption, can be specified by the agent when the sales quotation is generated; the system then passes on this data to all subsequent processes up to the master data generator. To do this, you define set types that you can assign to your utility products. From a technical perspective, the set types refer to characteristics and classes, which in turn are assigned to the material.

You can also define whether you want to use the workflow for the supplier switch You have to assign a master data template to the product. This template controls which data is ultimately

entered.

SAP AG 1999

DDIC structure

Programs

Screen number

Check modules

Set Types

Set types and classes Specific data from IS-U, such as the serial number and period consumption, can be specified by the

agent when the sales quotation is generated; the system then passes on this data to all subsequent processes up to the master data generator. To do this, you define set types that you can assign to your utility products.

A set type mainly contains a list of fields and a screen that is used to display and check these fields. To define user-defined utilities product set types, choose Customizing and the industry-specific

component Utilities Industry Customer Service IS-U Sales Processing Define user-defined utilities product set types.

SAP AG 1999

Internet

IDE?CRM SIC

Quotation/

Sales Order

Master DataMaster DataReferenceReference

Product

Material

Master DataObjects

IS-U CIC

IS-U Sales

Master DataMaster DataTemplate Template categorycategory

Workflow

IS-U/CCS

SAP AG 1999Move-in

Attributes

Bank details

Address of IO

Installation history

Device location

Pymt card

Address data

Contract account

Device data

Business partner

Premise

Connection object

Contract

Installation

Master Data Template (Simplified)

The user maintains the following data in the template: Which values are used to create the master data. In the process, the objects are assigned attributes (you

can differentiate here between constants, parameters, and other methods). Whether optional parts of the template category are used or not (for example, create connection object

with or without a device location). Which parts of the template category can be used multiple times (for example, create business partner

with one or two addresses). SAP provides the two master data templates SALES_PARTNER and SALES_SERVLOC as examples.

You can use the appropriate function in the initial screen to copy these templates and modify them to create the objects with your required standard values. You will generally not have to change the assignments of parameters to fields. However, you can do so should this prove necessary. You then enter the names of the new master data templates in a profile for sales processing, to enable their use there.

SAP AG 1999

Contract

Status Name Sc Data supply Value Descript.

Contract Parameter Contract Contract

BUKRS Constant U100 CCode

VBEGINN Not changed Cont.start

Attributes

Req Nu Scr

Attributes

Attributes are the master data fields that can be maintained in the template (for example, the division of the utility installation, the billing class of the utility installation, or - in the above example - the contract, company code, contract start date, and so on).

SAP AG 1999

Data supply

Contract Contract Contract

• Not defined

• Constant

• Identifying constant

• Parameter

• Virtual

• Key reference

• Not changed

Status Name Req Sc Value Nu Scr Descript.

Master Data Template (1)

Parameter

Not defined: The field remains blank Constant: The field should accept a specific constant when the object is created Identifying constant: After you identify the environment determiner, you can create a parameter with

category identifying constant in the master data template. This value determines the selection criteria that are used to select from different objects of the same category. If no such parameter is defined, the search is cancelled.

Parameter: This field is supplied with data from a set type Virtual: Values for this type of attribute are determined at runtime. This task is performed by a

customer-defined function module, which you enter as an attribute value in the master data template. Function modules for virtual attributes must possess a specific interface. Refer to function module ISU_VIRT_ATTR_REGIO_DEMO (demonstration solution: meter reading unit as virtual attribute) as an example for your own solutions. Please refer to the detailed documentation in the coding of this sample solution.

Key reference: A higher-level object is referred to Not changed

SAP AG 1999

SALES_HAUS

SALES_DEVLOC_

SALES_PARTNERParameter

Parameter

ConnObj

Address

History

Pymt card

CAccount

Devices

Address

Contract

NewCust

Sales_Partner

Sales_Servloc

Premise

Dev. loc.

Data supply

Parameter

ValueName

Master Data Template (2)

Installation

Move-in

DEVLOC

Premise

HAUS Key reference Conn. obj. node

Partner

Conn. obj. node

SALES_VSTELLE_Data supply

Key reference

The master data template allows IS-U master data to be created or changed automatically with the help of the master data generator.

SAP AG 1999

BCONTACT

BPARTNER

CONNOBJ

DEVICE_LOCATION

INSTALLATION

NEWCUST

PREMISE

RATECHANGE

Master Data Template Category

Master data template categories define the structure of master data templates. The template category determines:

Which master data the template can be create (for example, business partner, utility installation, and so on)

Which attributes (master data fields) can be maintained in the template (for example, division of utility installation, billing class of utility installation, and so on)

The sequence in which the master data is created (for example, the connection object first, then the premise, and so on)

Which programs are used for processing Which foreign key relationships exist among the master data (for example, can the premise use the key

of the connection object that was created previously?) The two most useful master data template categories are: NEWCUST to create a new customer RATECHANGE to change the rates of an existing installation It usually makes sense to use one of these two template categories to create master data templates. All

other independent template categories are contained as sub-nodes in these categories. You can also use one of the other independent template categories to define your master data templates, if they better meet your requirements.

SAP AG 1999

What's Next?

SAP AG 1999

CRM Integration with 4.63

SAP AG 1999

MarketingAnalysis

ServiceCenter

TeleSales

FieldService

ServiceInteraction

Center

ServiceLevelMgmt.

TeleMarketing

InternetMarketing

FieldSales

InternetSales

Bus.Part.Collabor-

CustomerDevelop-

RetentionManage-

Sales Mgmt & Support

mySAP CRM 3.0

Marketing & Sales

ContractAccounting

ConsumptionEntry

InstallationServices

Device ManagementMeters/Devices/Conn

ections

InformationSystem

WorkManagement

BusinessPartners:

Resid. Cust.

Nonresid. Cust.Sales Cust.

OwnerBill Recipient

InstallerSectors:

ElectricityGas

WaterWaste WaterDistrict Heating

Cable TV

Service ContractGoods

ChargesTaxes / Fees

Prospect

Waste Disposal

Service Order

Service Cust.

mySAPUtilities

mySAPBW 3.0

Replication viaCRM Middleware

of selected target groups,top n analyses and otheranalyses in BW according to CRM

BW extractors

of CRM data for

analysis in BW

Data transfer

of business partners, contract accounts,contracts, products and technicalmaster data

mySAP Financials

BW extractors

of R/3 master and transaction data fortarget group selectionand other analysesin BW

BW extra

of CRM data fo

r analysis in

aster and tr

ansaction

data for t

arget g

selection in

External data

Flatfiles from external

data such as prospects

Product & BrandMgmt.

InternetCustomer

SelfService

System Landscape: CRM, IS-U/CCS, and BW

Billing & Invoicing

SAP AG 1999

CRM Integration with mySAP Utilities 4.63

... The Future System Landscape

... Integration of the Data Model

... Master Data Generator

... Internet Sales

... Mobile Sales

... Sales Representative

Overview (1)

SAP AG 1999

Middlewareserver

CRMdata model

IS-Udata model

IS-U/CCS

BW data modelfor CRM

Mobileclient

CRMdata model

Mobilebusinessprocess

CRMdata model

CRMbusiness process

inBDOC

The Future System Landscape

SAP AG 1999

Middlewareserver

CRMdata model

IS-Udata model

CRMdata model

DistributionDistribution

Direct access (RFC)

Cross-system customer fact sheet

Business partner Contracts Technical objects Products

Billing Invoicing Technical objects FI-CA

Call Center Internet Sales Quotations Campaigns Activities …

Customer environment IS-U objects for CIC Transaction calls

Integration Approach (1)

SAP AG 1999

... Internet Sales

... Mobile Sales

Overview (2)

SAP AG 1999

Connectionobject

ConnectionobjectInstallationInstallation

ContractContract

PremisePremise

PODPOD

AccountAccountAccount BillBill

BillingBilling

IS-U CRM

IBASEIBASE

ContractContract

BP agreementBP agreementBP agreementB. partner B. partner

Integration Approach (2)

SAP AG 1999

Business partnerBusiness partner Business partnerBusiness partner

Contract accountContract accountContract account Business partneragreement

Business partnerBusiness partneragreementagreement

IS-U contractIS-U contract

CRM contractCRM contract

InstallationInstallation

PremisePremise

Connection objectConnection object

Point of deliveryPoint of delivery

IBASEIBASE

IS-U CRMMiddleware

Replication of Objects in IS-U and CRM

SAP AG 1999

Middleware

Inbound connector

Master datagenerator

Replication of contract item

Interprets the BDOC and determineswhich master data template is to be used based on the incoming data

Contract item (contains the CRM product)

A specific OO script is executed, based on the master data template. New data is created and/or existing data changed during this process.

Master data is created or changed in IS-U (depending on the selected CRM product); Billing takes place in IS-U.

System Interaction in the Sales Process

SAP AG 1999

Product availability check at service location

Cross-selling / up-selling based on properties of service location

Field force scheduling / appointments (LRP)

Profitability analysis

Bill inserts as marketing channel

Functions Planned in 4.63 (or Later)

SAP AG 1999

... Internet Sales

... Mobile Sales

Overview (3)

SAP AG 1999

MiddlewareSynchronizing, mapping, connectivity

Marketing Businesspartner

OrderProductcatalog

Data analyzing

Sales Order, Logistics Execution, Financials

Availability

Shoppingbasket

ConfigurationOrder & payment

Web catalog

SAP Internet Sales Function Blocks

SAP AG 1999

Web server

Browser

APO BW

R/3 back-end

-- inin

CRM System

Index server

Business execution

Business service Internet Presentation

Publish

Internet Sales Architecture

SAP AG 1999

mySAP.com Workplace: Sales Representative

SAP AG 1999

One tile set

with three tiles

Status bar

Standard tool bar

Navigation bar

Menu bar

The Mobile Sales User Interface: Overview

SAP AG 1999

Appendix

CIC components

HTML templates

Contents:

Appendix A: CIC Components:

Components Description Visible Hidden Function

ACTION_BOX Action Box X Calls R/3 transactions (tabstrip presentation)

APPL_AREA Application Area X Display/work area for HTML transations

BD_DISPLAY Business Data Display X Displays business objects and data (visual representation)

CALL_STATE Call State X Provides the state of calls at agent's telephone extension, required for telephony functionality

CCONT Component Container X Holds other visible components (tabstrip presentation)

CSEARCH_DISP Look-up Functions X Provides contact search and display functionality

QUICK_KEYS Quick Keys X Provides pushbuttons for telephony functions

SCRIPT_DISP Display Script X Displays reminder scripting

SOL_SEARCH Solution Search X Search the solutions database

CALLBACK Call Back Queue X Used to create and process callbacks (screens not part of the framework)

CALLCTR Call Center Component

X Call center policy component, required for telephony functionality

CIC_TOOLBAR CIC Application Toolbar/Excls

X Lists exclusions for the application toolbar and indicates GUI statuses, required

CTI CTI X Provides CTI functionality, required for telephony functionality

HIDDEN SCRPT Script Text X Reminder scripting engine, required for scripting functionality

HLOG Logging X Logs activities

HIDDEN_ABOX Action Box X Supports Action_Box

Appendix B: CIC Configuration

You customize the Front Office framework in the IMG.

By creating a CIC profile, you specify what the Front Office includes and looks like for an agent or group of agents. On two screens in the IMG, you indicate the framework ID (which determines the components included in the Front Office screen) and the component profiles for each of these components. The CIC profile enables you to link all of this information to a specific position or an entire level in an organization.

Visible Components (Technical Name)

Component Profile(s) Needed (Technical Name)

Profile Name

ACTION_BOX ACTION_BOX_CONFIGURATION ACTION BOX COMP CONFIGURATION

CCONT COMPCONT_PROF COMPONENT CONTAINER

CSEARCH_DISP CONTACT_SEARCH_CONFIGURATION CONTACT SEARCH DISPLAY PROFILE

QUICK_KEYS QUICK_KEYS_CONFIGURATION QUICK KEYS BUTTON CONFIG PROF

HIDDEN SCRPT SCRIPT_PROFILE SCRIPTING PROFILE

Hidden Components (Technical Name)

Component Profile(s) Needed (Technical Name)

Profile Name

CALLBACK CALLBACK_ASSIGN_QUEUE_PROFILE,

CALLBACK_CONFIGURATION,

CALLBACK_PROCESS_QUEUE_PROFILE

CALLBACK QUEUE ASSIGN PROFILE,

CALLBACK COMP CONFIGURATION,

CALLBACK QUEUE PROCESS PROFILE

CALLCTR CALL_CENTER_COMP_CONFIGURATION CALL CENTER COMPONENT CONFIG

CIC_TOOLBAR TBAR_PROF CIC APPLICATION TOOLBAR

CTI CTIADM_PROF,CTIQA_PROF

CTI ADMINISTRATION PROFILE,

CTI QUEUE ASSIGNMENT PROFILE

HLOG ACTIVITY_LOGGING_PROFILE ACTIVITY CODES LOGGING PROFILE

A CIC profile links together a framework ID, a set of components, and their profiles. It can be linked to an organizational unit or position in an organizational structure.

Appendix C: Telephony controls and Agent Work Mode

The total list of telephony controls and agent work modes provided is:

Agent Login

Logs the agent into the switch into the specified queue.

Agent Logout

Logs the agent out of the switch from the specified queue.

Set Agent Workmode

Ready - Available to receive calls

Not Ready - Not available to receive calls

Work Ready - Working on previous call, but available to receive calls

Work Not Ready - Working on previous call, not available to receive calls.

Inwait (Wait for Call)

Set the agent’s workmode to Ready and hourglass until a call is delivered. If there is already a call at the extension, do not hourglass—just return immediately.

Inwait answer

Wait for call, then automatically answer the call.

Cancel Inwait

Set the agent’s workmode to Not Ready and unblock any other sessions blocking in Inwait (Wait for Call).

Answer Call

Answer an alerting call at the extension. If no call is selected by the R/3 application, the CTI server finds the call and answers it.

Consultation Call

Place the existing call on hold and issue a consultation call to another number. If there is no call at the extension, make an original call from the extension to another number.

Reconnect Call

After a consultation call, when the original call is still on hold, the agent may want to drop the consultation call and reconnect to the original call. With some switches, the reconnect call operation is the only way to do this.

Alternate Call

When two calls are at an extension, alternate between the held call and the active call. May not be supported by all CTI servers and switches.

Conference Call

Conference a held call and an active call together so that all parties can communicate.

Blind Transfer

Take an active call and unconditionally transfer it to a supplied number. The agent cannot determine whether the call reached its intended destination.

Warm Transfer

Place the existing call on hold, then place a consultation call to a number supplied by the agent. If the agent successfully reaches the party, the agent may transfer the held party to the consulted party. After the transfer, the agent is dropped from the call.

Hold Call

Place an active (connected) call at the extension into a held state.

Toggle held state

Toggle hold/unhold states.

Retrieve Call

Retrieve a held call at the agent’s extension into the connected state. No other call at the extension may be active—there may only be one active or connected call at any one extension at any one point in time.

Deflect Call

Deflect an alerting (ringing) call from the agent’s extension to another extension or queue. Some switches do not support this operation.

Drop Self

Drop the agent’s extension from a conference call. The call is not destroyed; the other parties on the conference call may continue to communicate.

Drop Party

Drop a specific party (other than yourself) from a conference call. Not all CTI servers support this for all users, as it can be interpreted as a supervisory function.

Place outbound call

Place call.

End Call

Destroy a call (disconnect all on-switch parties from a conference call). Some switches/CTI servers only disconnect the agent from the call and do not tear down the existing call; therefore, this operation’s action depends on the switch and CTI server.

End call / inwait

End a call, go into ready work mode and wait for new call.

End call / work / not ready

End a call, then go into 'after call' mode (for follow-up work). Not available to take calls.

End call / not ready

End a call, then go into not ready mode (for other purposes, e.g. lunch break,…).

End call / work ready

Switch work mode to work-ready, then end call.

End call / inwait answer

End call, wait for another new call, and automatically answer it.

Refresh from call-attached data

Refresh onscreen data (Business Data Display) from call-attached data. Must have one or more calls at extension for this to be effective.

Refresh callstate

Refresh the Call State window manually.

Quit call management

Leave the application.

Appendix D: SAPphone - CTI Interface

In CIC, all soft phone controls of the agent screen and all different work modes and statuses of the agent are communicated through the SAPphone - CTI interface.

This interface is a published RFC Interface of R/3. SAPphone currently provides an extensive number of APIs, which are the central gateway between the R/3 system applications (for example, CIC) and the CTI middleware products / telephony servers.

The SAP Complementary Software Program is preparing a certification process for the SAPphone RFC interface. A list of available telephony servers will be published by CSP on SAPnet.

Appendix E: Call Center Glossary

Action Box – A component with which an agent can perform available business transactions. The business transactions are organized by tabs. The action box pre-fills transactions with information from the business data display.

Activity – An action performed by an agent. CIC components flag activities for logging purposes.

Agent - A person who handles inbound or outbound calls.

synonyms: customer service representative (CSR), telephone service representative (TSR), rep, associate, consultant, customer service professional

Agent login – The act of an agent signing onto a queue.

Agent logout - The act of an agent signing off from a queue.

Agent work mode – The state of an agent in terms of what the agent is doing and whether the agent can accept calls.

Automatic Call Distributor (ACD) - The specialized telephone system used in incoming call centers. It is a programmable device that automatically answers calls, queues calls, distributes calls to agents, plays delay announcements to callers, and provides real-time and historical reports on these activities. It may be a stand-alone system, or ACD capability may be built into a CO, network, or PBX.

Automatic Number Identification - A telephone network feature that passes in real time the caller’s phone number to the call centerSynonyms: Caller ID (US), Calling Line Identification (CLI) (non-US).

Blind transfer call – A call that an agent transfers to another agent without first talking to the other agent.

Business Data Display – A component that displays business objects such as customers, sales orders, and service notifications that an agent has touched, created, or changed during a call.

Call-attached data – Information relating to a call, generally collected through an IVR before the call reaches an agent or added by a previous agent during the call.

Callback queue – A grouping of calls to be made by agents at a future point in time.

Caller ID - See Automatic Number Identification.

Call Center - An umbrella term that generally refers to reservations centers, help desks, information lines, or customer service centers, regardless of how they are organized or what types of transactions they handle. The term is being challenged by many, because calls are just one type of transaction, and the word center doesn’t accurately depict the many multi-site environments.

Call state – A component with which an agent can view the telephony state of any party participating in the call.

CIC profile - an outline of information that determines how CIC functions. A CIC profile identifies a framework ID and individual profiles of components in the framework.

Component container - A special type of component that increases the number of components the front office can include from six to eleven. It accomplishes this by including up to five components in one tab-strip customizable subscreen.

Component - A major feature in CIC and the functionality behind it. A component can be either visible or hidden. A visible component presents a subscreen, which the CIC framework includes in one of its six subscreen areas or “slots” in the front office. A hidden component provides a feature that has no visible interface.

Conference call – A call that generally connects three or more parties so that every party can speak with every other party.

Consultation call – A call in which an agent puts a party on hold and then calls another agent or party.

Contact Search and Display – A component that displays information about a caller. CIC can determine this information from ANI and display it automatically when the phone call arrives. Or, the agent can search for the information manually.

Computer Telephony Integration (CTI) - The software, hardware, and programming necessary to integrate computers and telephones so they can work together seamlessly and intelligently.

Customer Interaction Center - The R/3 application offering call center functionality to customer service organizations. The CIC application enables agents to process inbound and outbound calls and process any business transaction related to a customer. Companies can use CIC in a variety of business scenarios including sales, service, collections, or human resources.

Deflect – The act of sending an inbound call to another extension or queue without answering it.

Dialed Number Identification Service – A telephone network feature that passes a numeric string to a call processing system to indicate which number the caller dialed.

Framework – A program that determines the front office configuration based on the CIC profile and executes all component programs. The framework consists of configuration tables, the front office screen, a default empty subscreen, titles, and component processing functionality.

Framework ID – A unique alphanumeric name of up to 15 characters that identifies a list of components.

Front office - The main CIC screen from which an agent performs activities and transactions. It can be customized for agent and business needs.

Hold – The act of putting a party in a state of waiting.

Inbound call - A call received by a call center from an outside party.

Inwait – The mode in which an agent is available to receive calls.

Logging – The recording by CIC of call-related activities including activities performed by agents, events occurring in the background, and business transactions. CIC writes the recorded information to logging tables.

Outbound call – A call placed by an agent or predictive dialing system to an outside party.

Predictive dialing - An external system that automatically places listed outbound calls and delivers answered calls to agents. When the dialer detects a busy signal, an answering machine, or ringing but no answer, it puts the number back in the list.

Queue – A list defined in a switch to which calls are placed until an agent becomes available.

Quick Keys - A maximum of 12 pushbuttons that act as fast access keys for any function or transaction call of CIC or the R/3 System.

Reminder scripting - Scripting that appears when certain activities occur. It provides basic instructions and reminders.

Script - Text created in SAPscript for reminder scripting. It can be fully customized and can include variables.

Slot – One of the six subscreen areas in the front office.

Switch – An electronic device that opens or closes circuits, completes or breaks an electrical path, or selects paths or circuits.

Telephony controls – Controls typically available on a telephone that are available in the CIC front office via pushbuttons.

Telephony server – Specialized telephony software that acts as a bridge, directly or indirectly depending on configuration, between the R/3 System and a PBX or computer telephony integration (CTI) middleware system.

Toolbar - The component that determines the application toolbar CIC uses. Although the application toolbar is visible to the agent, this component is a hidden component, because it does not present a subscreen.

Visible component - A component that presents a subscreen, which the CIC framework includes in one of its six subscreen areas in the front office.

Warm transfer call – A call in which an agent asks another agent to accept a call before transferring the call.

Appendix F: Acronyms

ACD Automatic Call Distributor

ACW After Call Work

ANI Automatic Number Identification

ARU Audio Response Unit

BRI Basic Rate Interface

CCR Customer Controlled Routing

CI Customer Interaction

CIC Customer Interaction Center

CPE Customer Premises Equipment

CS Customer Service

DN Dialed Number

DNIS Dialed Number Identification Service

ISDN Integrated Services Digital Network

IVR Interactive Voice Response

IXC Inter Exchange Carrier

LAN Local Area Network

LEC Local Exchange Carrier

PABX Private Automatic Branch Exchange

PBX Private Branch Exchange

PRI Primary Rate Interface

PSN Public Switched Network

TAPI Telephony Applications Programming Interface

TSAPI Telephony Services Application Programming Interface

VRU Voice Response Unit

LO840 Appendix: Workflow

Topic: Creating a Workflow Task

This supplement to the LO840 course describes how you can:

Create a standard Workflow task that is triggered when a defined transaction is executed from the CIC Action Box for a specific customer.

Assign the Workflow task to a user within your organization.

Within your organization, each time a sales order is created by the call center agent for a specific customer, it must be approved by a supervisor. Create a Workflow task that is triggered each time the call center agent creates a sales order for this customer, and assign the task to the appropriate supervisor.

Procedure Overview1. Define Standard Task

- Task type (TS, T, WS, WF, TG)- BOR object type (Business object involved)- Method (What we want the recipient to do)- Triggering event (What triggers the Workflow task)- Activate event linkage

2. Define Standard Role (Determines who will process the task)

- Role type (Responsibility)- Container definition (Element, table, field)- Responsibility definition (Specific customer(s) for whom WF is to be triggered)

3. Assign Default Role to Task- Defining who is responsible for processing the WF task

4. Assign Standard Task/Responsibility to Agent/Position- Assigning standard tasks to a position or user from within the organizational structure

Reference Information

Business Object Repository: SWO1

Common Business Object Types:Customer contract BUS2034 Customer inquiry BUS2030

Customer quotation BUS2031 Maintenance notification BUS2038

Maintenance order BUS2007 Sales order BUS2032

Service notification BUS2080 Service order BUS2088

Procedure

1. Define Task

Choose Tools Business Workflow Development,

and then Definition tools Tasks/Task groups Create.

Enter task type TS (Standard task) and then choose Create.

Complete the following information:

Abbreviation: CIC-WF-##

Name: Verify Sales Order

Object Method

BOR object type: BUS2032 (Sales order)

Method: EDIT

Confirm the message “Transfer missing elements from the object method” with Yes.

Work item text: (The text that should appear in the Workflow recipient’s inbox)

Note: Choose the icon Insert variables to display possible variables that you can include in the Work item text. For example, “Please verify sales order &_WI_OBJECT_ID.SALESDOCUMENT&”.

Choose the icon Container and check that the sales order is in the list of container elements displayed.

Triggering Event

Choose the icon Insert event. Enter the following data:

Object type: Sales order = BUS2032

Event: CREATED

Note: At this stage, event linkage icon is inactive (Red).To activate event linkage, select event and then choose Edit Event Activate/deactivate event linkage, or click on the event linkage icon.A terminating event is not required.

Set the type of task

Goto Agent Assignment and select Attributes

Set the task as a General Task

Green arrow back and save

2. Define Standard Role

Choose Definition Tools Standard roles Create. Choose the icon Create.

Abbreviation: CIC-WF-##Name: Verification responsibilityRole type: Responsibility

Save the role.

The pushbuttons Container definition and Responsibilities are now displayed.Choose the pushbutton Container definition and then the icon Create.Confirm the message “Create with ABAP Dictionary field proposals?” with Yes.

Enter table VBAK. The field attributes are displayed. Select the field name KUNNR (Element = SoldToParty) and create the required element.Save the container.

To define the responsibilities in the role (for example, for which customer(s) the verification is to be performed), choose the pushbutton Responsibilities and then the icon Create.Enter the name of the responsibility (Verification for Customer ####) and the required validity dates.For example, enter Sold-to party from 3000 to 3000 (WF is therefore only triggered for this customer).

Note: Once you save, the responsibility is displayed as being complete.

3. Assign Default Role to Task

Call up the standard task you created in the change mode. Choose the tabstrip Default roles. In the column Standard role, enter the standard role (responsibility) that you created for the agent.Save the assignment of the responsibility to the agent.

Call up the standard role in the change mode.In the screen Change Responsibility, select the responsibility you created and choose the icon Assign agent.

To assign the responsibility to a specific agent, choose the agent type User and enter the name of the required agent within your organizational structure. To assign the responsibility to a group of agents, choose the agent type Position and select the required position (Agent ##).

In the dialog box that is displayed, choose the icon Create.

4. Assign Standard Task/Responsibility to Agent/Position

It is also possible to assign standard Workflow tasks and responsibilities to agents or positions from within the PD-ORG.

Choose Logistics Service management Customer interaction center,and then Administration CIC structure Organizational structure Change

Enter the required organizational structure and then choose Change. Choose pushbutton Staff assignments to display agents within the organization. Select the required agent/position and then choose the pushbutton Task profile.

To assign a standard task to the agent/position, choose the pushbutton Assign task and select the task(CIC-WF-##) that you created.Save the task assignment.

To assign a responsibility to the agent/position, choose the pushbutton Assign responsibility and select the responsibility (CIC-WF-##) that you created.Save the responsibility assignment.

Choose Edit Refresh to refresh the organization environment.

Test the Workflow task by creating and saving a sales order for customer ####. Check the agent's Office inbox for the workflow item that should

Appendix: HTML Templates

Table of Contents:

HTML Templates *

Configuring the Services *

Configuration with the Object Navigator (SE80) *

Configuration with the SAP@Web Studio (optional) *

Creating Your Own HTML Templates *

Structuring the URL *

Structuring the Templates *

Debugging Functions *

ewhv_functions *

Sample Templates *

SAPLEWHV_EXAPMLE1.html *

SAPLEWHV_EXAPMLE2.html *

HTML TemplatesIn the CIC (L-shaped framework), the customer information is displayed in an HTML template by default. To use this template, you first have to configure a service as described in section .

You also have the option of defining your own layouts in separate HTML templates. To do this, proceed as described in section .

PrerequisitesIn order to use the HTML-based customer information, the following services must exist on the ITS:

EWHV (templates for the layout)

ISU_GLOBAL (HTMLBusiness functions for reading the node data: ewhv_functions.html; debugging functions: ewhv_debug.html and ewhv_debugfunctions.html)

ITS system libraries

To ensure that the HTML customer overview is displayed correctly, you should use the latest version of the ITS (4.6C) and the current HTML library. IS-U version 4.6B included templates whose layout was modified to suit the limited options available in this release. However, you can (and should) always use the latest versions with your R/3 IS-U system.

Configuring the ServicesIn Release 4.61, you have to publish the services on your ITS with the SAP@Web Studio This means the necessary files have to be copied to the appropriate locations on the ITS server.

You can also publish the services directly from the Object Navigator (transaction SE80) starting in Release 4.62.

Configuring with the Object Navigator (SE80)Make sure you meet the prerequisites:

Check the Utilities/Settings… in the ITS tab page to make sure the correct Web server and targets for publishing have been configured.

Then proceed as follows:

Choose the Internet Service category in the object list selection

Enter the names of the services to be created: EWHV and ISU_GLOBAL.

Click on the required service with the right mouse button.

Choose Publish? Complete service from the context menu.

Should errors occur at any time during the publishing process, a log with the corresponding message texts is output. If no errors occur, the message The object was published is displayed in the status bar.

Also be sure to read the online documentation for SE80. To do this, choose function Help Application Help Integration of Internet Services in SE80 from within the Object Navigator.

Configuration with the SAP@Web Studio (optional)Procedure:

Check under Project/Site Definition to make sure you are connected with the R/3 System. Please use the online help if you have any difficulties configuring the site definition.

Figure 1: Example of How You Can Define the Web Server or ITS Host in the Web Studio

Configure a new ITS project: EWHV or ISU_GLOBAL.

Connect to the R/3 System: Tools/Source Control/Connect to R/3

Click on the corresponding service with the right mouse button and choose Get from the context menu.

Choose All files and click on OK.

Choose the File View tab from the object selection list, click the service folder with the right mouse button, and choose Publish from the context menu.

Creating Your Own HTML TemplatesYou can define your own HTML template to create your own customized view of the IS-U data.

To use your own HTML templates, you have to create a new template on the ITS that conforms to the EWHV naming conventions – that is, it must be called <view_name>.html. You can create this template in the SAP@Web-Studio or in transaction SE80.

You can also use NT tools to edit the template in the ITS file system – in this case, pay particular attention to the naming conventions.

If you use the SAP@Web-Studio under 4.61, you do not have to check this template into the R/3 System, as it is only used from the ITS. If you try to check the template into the R/3 System anyway, an error message will be displayed because the name does not correspond to the standard R/3 naming conventions1. Should it be necessary to check in a template anyway, please rename it accordingly beforehand (naming conventions: starts with “Z” instead of “SAP”. Do not publish the template under this name (starting with “Z”) on the ITS, however, because the service only detects templates that meet the naming convention SAPLEWHV_<view_name>.html.

Structure of the URLThe URL that you can use to access the HTML-based customer information function (among others) with a browser outside the SAP system has the following structure:

http://<ITS_URL>/<service_name>/!?~okcode=+&view=<profile>&objkey=<partner_number>&classid=isupartner

The placeholders indicated with <> have to be replaced as follows:

<ITS_URL> The URL of the ITS at your company, such as ITS1.MyCompany.com

<service_name> scrips/wgate/ewhv

<profile> Name of the HTML data selection, such as PARTNER

<partner_number> Number of the business partner (with leading numbers for strictly numeric partner numbers), such as 0000004711

You can also append “&debug=1” or “&debug=2” to the URL if you want to use the debugging options described in section . We recommend using the debugging functions if you want to create your own templates, as it will give you an overview of the objects and fields that can be displayed.

Structure of the TemplatesThe main template for the HTML-based customer information function is saplewhv_100.html. This template is used to load the libraries used, provide the debugging functions, and dynamically integrate the HTML template for the layout(VIEWNAME.html).

Debugging FunctionsThe templates of the HTML-based customer information function provide two debugging modes for your use. These modes are activated with parameters “debug=1” and “debug=2”, which can be specified in the URL. Mode 1 shows an overview of the displayed objects with their (hierarchical) dependency and the names of the object types and classes; mode 2 displays an overview of the objects and the transported field attributes (contents).

An example of a URL that activates debugging mode 2 appears below:

1 The naming conventions will be synchronized in the next release.

http://pwkk4.wdf.sap - ag.de:1080/scripts/wgate/ewhv/!? view=account&classid=isupartner&objkey=0000004171&~okcode=+&debug=2

The debugging functions are also available for templates that you define yourself. They must however satisfy the naming conventions described in section 0.

ewhv_functionsTo address the data in the templates, a number of special HTMLBusiness functions are supplied in file ewhv_funktions.html in service ISU_GLOBAL.

If you want to write your own templates, we recommend familiarizing yourself with the general HTMLBusiness functions.

Function Description

object = root() Returns the object that starts the cluster builder. This is “Business partner” for the HTML-based customer information function.

Example: `partner = root();`

value = attrib(obj, attr) Returns the value of attribute “attr” of object “obj”.Example: `value=attrib(partner,"DESCRIPTION")`

object = child( obj, ind ) Returns the sub-object with index “ind” for an object “obj”.

Example: child1 = child(partner, 1)

num = child_dim( obj ) Returns the number of sub-objects “num” for an object “obj”.

Example: num = child_dim(partner)

object = childoftype( obj, typeid, ind )

Returns the sub-object “object” with type “typeid” and index “ind” for an object “obj”.

Example: acct = childoftype(partner, "ACCOUNT", 1)

num = childoftype_dim(obj, typeid )

Returns the number of sub-objects “num” of type “typeid” for an object “obj”.

object = father( obj ) Returns the parent object of object “obj”.

id = typeid( obj ) Returns the type ID “typeid” of an object “obj”.

clsid = classid( obj ) Returns the class ID “clsid” of an object “obj”.

cls = class( obj ) Returns the class “cls” of an object “obj”.

object = ObjectOfClass( clsid, ind )

Returns the object with the index “ind” of a class “clsid”.

num = ObjectOfClass_Dim( clsid )

Returns the number of objects in a class

name = attrib_name( cls, ind ) Returns the name of the attribute with the index “ind” of a class “cls”. (Only works when the meta info parameter is set.)

text = attrib_text( cls, ind ) Returns the text of an attribute with the index “ind” of a class “cls”. (Only works when the meta info parameter is set.)

num = attrib_dim( cls ) Returns the number of attributes in a class “cls”. (Only works when the meta info parameter is set.)

key_atr =class_key( cls, ind ) Returns the key attributes with the index “ind” of a class “cls”. (Only works when the meta info parameter is set.)

num = class_key_dim( cls ) Returns the number of key attributes in a class “cls”. (Only works when the meta info parameter is set.)

An example HTML template appears below. This template is intended to illustrate how you can address the objects and their data. This template is supplied as SAPLEWHV_EXAMPLE1.html with service EWHV. Alternatively, you can enter it manually as described below.

HTML data selection EXAMPLE1 must be present in the IMG. Make sure that the structure selection “First by contract account, then by premise” is specified and that the display has been activated for the business partner and the contract account. Please do not select any fields from the presentations of the business partner or contract account, to make sure that all the fields will be available for display.

Example Templates

SAPLEWHV_EXAPMLE1.html

`include (~service="isu_global", ~language="", ~theme="99", ~name="ewhv_functions.html");`

`partner = root();`

Name: `attrib(partner,"DESCRIPTION")`

Street: `attrib(partner,"STREET")`

Partner `attrib(partner,"NAME1")` has class `class(partner)` and classid `classid( partner )`.

Object partner has `child_dim( partner )` child object(s).

`acct = childoftype(partner, "ACCOUNT", 1)`

`repeat with id from 1 to childoftype_dim(partner, "ACCOUNT")`

`acct = childoftype(partner, "ACCOUNT", id)`

`typeid(acct)`: `attrib(acct,"VKONT")`

SAPLEWHV_EXAPMLE2.htmlThe above example has been extended below in order to illustrate the HTMLBusiness layout functions. The documentation of these functions can be found in SAPNet: http://mysap.wdf.sap-ag.de:2080/ - SAP Business HTML Cookbook.

Example2 extends Example1 to illustrate the use of SAP layout templates

`include (~service="system", ~language="", ~theme="dm", ~name="templateLibrarydhtml.html");`

`include (~service="isu_global", ~language="", ~theme="99", ~name="ewhv_functions.html");`

`SAP_TemplateGroupboxBegin(groupBoxLabel="Data Box", width="600")`

`partner = root();`

Name: `attrib(partner,"DESCRIPTION")`

Street: `attrib(partner,"STREET")`

Partner `attrib(partner,"NAME1")` has class `class(partner)` and classid `classid( partner )`.

Object partner has `child_dim( partner )` child object(s).

`acct = childoftype(partner, "ACCOUNT", 1)`

`SAP_TemplateTableBegin(title="Accounts");`

`SAP_TemplateTableRowBegin();`

`SAP_TemplateTableCellBegin(subtype="TEXT")` TypeID `SAP_TemplateTableCellEnd();`

`SAP_TemplateTableCellBegin(subtype="TEXT")` Account # `SAP_TemplateTableCellEnd();`

`SAP_TemplateTableRowEnd();`

`repeat with id from 1 to childoftype_dim(partner, "ACCOUNT")`

`acct = childoftype(partner, "ACCOUNT", id)`

`SAP_TemplateTableRowBegin();

SAP_TemplateTableCellBegin(subtype="NONEDIT1"); typeid(acct); SAP_TemplateTableCellEnd();

SAP_TemplateTableCellBegin(subtype="NONEDIT1"); attrib(acct,"VKONT"); SAP_TemplateTableCellEnd();

SAP_TemplateTableRowEnd();`

`SAP_TemplateTableEnd()`

`SAP_TemplateGroupboxEnd()`

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