Unit: Customer Interaction Center (CIC) Topic: Master Data in IS-U/CCS

At the conclusion of these exercises, you will be able to:

• Explain the central business partner model and how it is integrated in

the R/3 System.

As an employee in customer services, you have been assigned to

telephone service today. Some customers only wish to obtain information, but others want to have their data changed. You are using the CIC as your central working environment.

3-1 Customer TB010110## has two contract accounts. The following exercises are based

solely on his Private Account 0##.

The customer notifies you of new bank details that are to be used for bank collections for his private account.

• Start from the CIC.

• Use the customer overview

• Process each step from the customer overview.

3-1-1 Enter the selection criteria, display the customer overview, and enter the current bank details for bank collections for the customer’s private account. Describe the menu paths and mouse actions you use for this procedure. ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

3-1-2 Switch from customer overview to the change mode for the business partner, enter the new bank details, and save your data.

Describe the menu paths and mouse actions you use for this procedure. ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

3-1-3 Switch from the customer overview to change modus for the contract account, choose the private account, and enter the new bank details as the payment method for incoming payments. Save your changes. Describe the menu paths and mouse actions you use for this procedure.

______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ Return to the CIC.

3-2 Customer TB010110## has two contract accounts. The following exercises are based

solely on his Community Account 0##. The customer notifies you of new bank details that are to be used for bank collections for his community account.

3-2-1 In the navigation area (Environment tab page), select the contract account of customer TB010110## and call the Change bank data activity. Describe the menu paths and mouse actions you use for this procedure.

______________________________________________________ ______________________________________________________ ____________________________________________________ 3-2-2 Enter the new bank details for the business partner and save your data.

3-2-3 Enter the new bank details as the payment method for incoming payments in the contract account and save your data. Describe the menu paths and mouse actions you use for this procedure.

3-2-4 Enter a remark in the customer contact and save your data. Describe the menu paths and mouse actions you use for this procedure.

3-3 Change the contract description for residential electricity contract TB010130##of the

community account.

Change the contract description of the residential electricity contract of the community account from the old description electricity contract 0## to the new description

communal electricity contract 0##. Describe the menu paths and mouse actions you use for this procedure.

3-4 True or false?

3-4-1 Data for a business partner who is also a contract partner, installer, and contact person has to be entered more than once.

______________________________________________________ 3-4-2 A contract account can be assigned to several business partners.

______________________________________________________ 3-4-3 The contract account is the contract partner’s customer account.

______________________________________________________ 3-4-4 The contract contains rate data for all divisions.

______________________________________________________

3-5 Name three different logs that are updated when master data is created or changed. List

the changes for each log. To do this, use contract TB010130##.

1. __________________________________________________________ 2. __________________________________________________________ 3. __________________________________________________________

3-6 True or false?

3-6-1 The connection object is always a building.

______________________________________________________ 3-6-2 The connection object can comprise one or more premises.

______________________________________________________ 3-6-3 The connection object is managed as a piece of equipment in the Plant

Maintenance component (PM).

_____________________________________________________ 3-6-4 The device location is subordinate to the connection object.

______________________________________________________ 3-6-5 Individual devices are installed in the connection object.

______________________________________________________ 3-6-6 The premise is managed as a functional location in PM.

______________________________________________________ 3-6-7 The installation groups together the measuring devices of a division and a

premise for the purpose of joint billing.

______________________________________________________ 3-6-8 The installation manages basic billing control parameters.

Solutions

Unit: Customer Interaction Center (CIC)

Topic: Using the CIC

1-1

Unit 1: Identification (selection area)

Task: Selection of data using flexible search criteria.

Unit 2: Navigation area

Task: Provide specific information in response to customer inquiries. Starts complex business processes, for example SAP Business Workflow.

Unit 3: Application area:

Task: Provides overview pages containing inbox for SAP business workflow, CIC contact management, and so on.

Unit 4: Action box:

Task: Call specific business processes. 1-2

1-2-1 True. The CIC integrates both simple information and environment displays and workflow processes that are used to control comprehensive business processes.

1-2-2 True. The CIC enables you to enter a variety of information in order to find the data of a business partner. For example, you can determine a business partner by means of their name or by their device number.

1-2-3 False. The CIC is very flexible and is easily adapted and integrated with process flows for different user groups.

True. It supports the user in implementing processes.

1-2-4 True. CIC processes and workflow processes are integrated in the CIC. This means that business processes are controlled and forwarded automatically. 1-2-5 False. The data finder only identifies the business objects you were searching

1-3 Call the CIC. From the SAP Easy Access menu choose:

Utilities Industry →→→→ Customer Service Front Office/Customer Interaction Center Customer Interaction Center.

Activate the data finder by choosing .

Open the Technical Data tab page.

In the Device data area, enter the serial number TB010110## in the Serial number field.

Exit the data finder by choosing Continue.

Choose Continue two more times. The first time you call the data, the system searches using the selection criteria. If the system finds data that meets the search criteria, the second data call confirms the search criteria. The system then displays the data. The system displays the connection object in which the device is located.

All the master data belonging to the connection object is also displayed.

1-4 Select the premise in the navigation area (Environment tab page). The object is

highlighted. Choose the Connection object environment by clicking on the right mouse button. Choose Continue.

Premise number Short text

TB010110## Massachusetts Avenue 0##, Boston

TB010120## Massachusetts Avenue 0##, Boston

1-6 In the identification area, search for the street of the connection object. Enter your

search criteria. Since this connection object contains more than one business partner, all the business partners appear in the hit list.

Business partner no. First and last names of business partner

TB010110## Elmer Petersheim

TB010120## Constance Bishop

Select Mr. Elmer Petersheim. The data environment for the business partner is displayed. The answers are as follows:

Question Answer

How many contract accounts are

assigned to Mr. Petersheim? Mr. Petersheim has two contract accounts: _{Private account:} _TB010110##

Joint account: TB010120##

Which types of contract does

Mr. Petersheim have? Mr. Petersheim has four utility contracts: _{Electricity contract:} _TB010110##

Gas contract TB010180##

Water contract: TB010120##

Electricity contract: TB010130##

Which devices are assigned to

Mr. Petersheim? Mr. Petersheim has 3 devices: _{Double-rate meter for electricity: TB010110##}

Water meter: TB010120##

Gas meter: TB010180##

1-7 Select the premise and choose Premise environment.

From the tree structure, you can identify the following relationships:

Four utility installations are allocated to the tree structure: Gas, water, and two for electricity. A utility contract, contract account, and business partner is allocated to each utility installation.

One electricity installation contains no devices. This is a flat-rate installation that does not measure consumption or energy. Meters are allocated to all the other installations.

1-8 You are in the environment of premise TB010110##. To save all the devices in the

clipboard (corresponding tab page in the navigation area), repeat the following procedure for each device:

Click on the device. This selects the line. Choose To clipboard or F8. You have now added the object to the clipboard. Repeat for all devices in the premise. Once you have added all the devices to the clipboard, return to the CIC. To confirm your actions, call the Clipboard tap page in the navigation area.

1-9 On the Environment tab page of the navigation area, open the structure as far as the

device level. To display a device, double click on it. You can now answer the following questions:

Information Electricity meter Gas meter Water meter

Serial number TB010110## TB010180## TB010120##

Device category (or

material) number TD-DRA-00 TD-GA-00 TD-WA-00

Description of the device category or material

IS-U double-rate

meter IS-U gas meter IS-U water meter

Division 01 02 03

Current business

partners TB010110## TB010110## TB010110## Current device

location TB010111DL0## TB010111DL0## TB010111DL0##

1-10 Call up the data finder and select the All search criteria tab page. The button turns green when advanced selection values have been added.

Solutions

Unit: Customer Interaction Center (CIC)

In document IUT110_EN_Col73_FV_050609 (Page 63-71)