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
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 VKUM
Call ID Environment contract account Call ID code menu Account envir.
Icon name Use F4 help to choose an icon Processing 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.
1-4-2 Define the data flow
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 YYYYMMDD
To-date DATE in format YYYYMMDD
Navigator 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
2 Customer contact
Business partner PJ0203A0## (0##: group number) Rose Taylor
0## 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)
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
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
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 →
SAP AG 1999
Using front office processes
Customizing front office processes
Special methods for modeling complex front office processes