IUT250 Customer Service

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

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

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

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

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

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

IS-U Sales Processing: Process and Objects (2)...4

Sales Transaction...5

Products and Profiles...6

IS-U Sales Processing: Process and Objects (3)...7

Workflow 1: ISUProdCRM (Simplified)...8

IS-U Sales Processing: Process and Objects (4)...9

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

SAP AG 1999

IUT250 Kundenservice

IUT250

IUT250

Customer Service

Customer Service

 Release 4.63 / mysap Utilities/ Customer Care Service  Date: October 2001

SAP AG 1999

Copyright 2001 SAP AG. All rights reserved.

Neither this training manual nor any part thereof may be copied or reproduced in any form or by any means, or translated into another language, without the prior consent of SAP AG. The information contained in this

document is subject to change and supplement without prior notice.

All rights reserved.

Copyright

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 Other products, services, logos, or brand names included herein are trademarks or registered trademarks

SAP AG 1999

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/ Basic

Functions

IUT210 3 days

Real Time Pricing

IUT235 2 days Energy Data

Management

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

SAP AG 1999

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 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

SAP AG 1999

 SAP AG 2001

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 in,

move-out, and disconnection/reconnection, as well as describe the Customizing options for these functions

SAP AG 1999

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

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:

SAP AG 1999

 SAP AG 2001

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

SAP AG 1999  Finances & Controlling  Human Resource Management  Logistics

Strategic E nterpr ise Manageme nt

Str ategic Enterprise M anageme nt

Busi ness I ntellig ence & Data Ware housing

Busi ness I ntelligence & Data War ehous ing

Managerial Accounti ng

M anagerial Acco unti ng Financial

Accounting

Fina ncial Acc ounti ng Reg ulatory

R eporting/FER C

Regulat ory Reporting/FERC

Invoicing

Invoic i ng Rec ei vabl es Man agementRecei vabl es Managem ent Third P arty Settl em entThird Party Settl ement Sal es C ycle

Sales C ycle Ser vice Ag reement

Ser vice Ag reement Special C ustomer

Process es

Special C usto mer Process es R etail BillingR etail Billing Engineering &

C onstructi on

Engi neering &

Constr ucti on Pr oductio nProductio n Plant M ainten ancePlant M aint enanc e Decommissi oni ngDec ommissioni ng Customer S ervic e

C ustomer ServiceMarket R esearch & A nal ysis

Mar ket R esearch & Anal ysis Product/

Brand Marketing Product/ Brand M arketing Marketi ng Program Manageme nt Marketi ng Program M anagementSal es M anagem entSal es Managem ent Sal es

Channels

Sales Cha nnels

Engineering & C onstructi on

Engi neering & Constr ucti on Operati ons Ma nagementOperations Ma nagement Maintenance &

Wor k M anagement

Maintenance & Wor k M anagem ent Transmissi on &

Distribution S ervice

Transmissi on & Distr ibution Servic e

Sal es C ycle & Billing

Sal es C ycle & Billing Connecti on & Inst allation

Manag ement

Connecti on & Installati on Manageme nt Ser vice

M anagement

Ser vice M anage ment M eter R eading

M anage ment Meter Reading M anagement Energy Data M anage ment Energy Dat a Manag ement Tr aders

Wor kb enc h

Traders Wor kbenc h R isk

Management

Risk M anageme nt Wh oles ale

Billing

Wholes ale Billing Reco nciliati on

& S ettlement Reco nciliati on & Settlement Pool/ ISO Pool/ ISO H um an R esource Manageme nt Human R esource

M anageme nt Pr ocurementProcurement Treasur yTr easur y Fixed Asset Management

Fixed Asset Management Real Estat e

Business

Network

 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

SAP AG 1999

Customer service &

billing

Generation Transmission Distribution

Consumption Entry

Invoicing Contract Account

Meter & Device Management Work Management Billing of Services Consumption Billing Installation Services

All customer-related business processes

Invoicing Invoicing Marketing Marketing & Sales & Sales

Special business processes Customer Relationship Management IS-U/ CCS PM MM SD FI CRM

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

SAP AG 1999 Workflow mySAP Utilities Master data template Master data generator Product selection via mySAP CRM channels: mySAP CRM product Configuration

Variable product information Fixed product information

mySAP Utilities product

Configuration

Master data generation or change in

mySAP Utilities:

SAP AG 1999

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

SAP AG 1999 Enter user Enter user name and name and password password Select Select a a service service

SAP AG 1999 FI SD AM MM GIS,_CAD, SCADA MM PM/ CS SD CO Sales & Distribution Contr act Acco unts (FI-C

A) InvoicBilling/ ing In st all_at io_n s S er vic es Co nsu mp tio n En try _External consumption recording systems External sales systems SAP business partner Customer information system IS-U components SAP standard components External systems Financial Accounting Device Management C CUS T TOOM_EE R Plant Maintenance & Customer Service

Asset Managem_{ent &} Materials Mana_gement

C C A R E &_SSEE RV I I C E IS-U/CCS as an integrated component of

the SAP enterprise information system

IS-U/CCS as an integrated component of

the SAP enterprise information 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 billing CO: 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.

SAP AG 1999

Customer Service in IS-U/CCS

Contract A/R & A/P

Consumption

Entry Services & Sales

Device Management Meters/Devices/Service Connections Information System & Marketing Basic Functions Customer Service Customer Customer Service Service Wor kflo w Wor kflo w Business Partners: Residential/ nonresidential customer Customer Owner Bill recipient Installer Other roles Divisions: Divisions: Electricity Electricity Gas Gas Water Water Waste water Waste water District heating District heating Waste disposal Waste disposal Service order Service order Service contract Service contract Goods Goods Charges Charges Prospect Link to external Link to external billing systems billing systems Multimedia Multimedia Wor kflo w Wor kflo w W ork_flo w W ork_flo w W ork_flo w W ork_flo w Integration of 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 display

Customer Information Basic Functions Master Data Device Management Invoicing

Contract A/R + A/P Customer Service Work Management Information System Tools

Contract Billing

Configure front office

Front Office

SAP Utilities

Define customer contact classes Define customer contact types

...

Customer Contacts

Process

Execution Move-in_Move-Out

Owner Allocation Move in/out Disconnection/Reconnection Configure CIC CIC

Component Hierarchy

SAP AG 1999 Disconnection/reconnection Marketing Sales processing 0716192 The 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

SAP AG 1999 Identification

Identification TelephonyTelephony_{controlscontrols} Call

status Call status Action box Action box Application area Application area Navigation area Navigation area

SAP AG 1999

IS-U/CCS CIC functions

WWW

Fax Letter Telephone Internet _{In person}

IS-U

Customer Information System Archive

integration Archive

integration Call center integration Call center

integration integrationInternet Internet 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).

 SAP AG 1999

Service

Service

conn

conn

-

-ection

ection

Move

Move

-

-

in

in

Move

Move

-

-

out

out

Move

Move

-

-

in

in

Move

Move

-

-

in/out

in/out

Initial

Initial

data

data

creation

creation

Sequence of Business Processes

SAP AG 1999

An agent in the Customer Service department of IDES

Energy 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

SAP AG 1999 SAP AG

 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:

SAP AG 1999

 SAP AG

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 supporting customers.

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

SAP AG 1999

Contents:

Customer Interaction Center (CIC) terminology

Using the Customer Interaction Center (CIC)

Functional scope of the CIC

Work processes in the CIC

SAP AG 1999

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

Use the CIC

Describe the functional scope of the CIC

 SAP AG 2001

SAP AG 1999

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

SAP AG 1999

 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

SAP AG 1999

 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.

SAP AG 1999

IS-U/CCS Integration: Front Office

Sale of Goods Account Budget Billing Utility Services Business Partners: Residential customer Nonresidential customer Other customer Prospect Supplier Source of Info: Agent Identification Customer Prospect Connection Premise Information/ consultation Immediate service execution (optional) Move-In Move-Out Installment Plan Quotation Workflow-supported process execution (optional) Service Connection Disconn./ Reconn. Account Status Payments 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 .

SAP AG 1999 Premise Premise R Bill Total Sales Tax S ubt otal SALE SPE RS ON Data Total Price Descr iption Qty S hipped Qty Or dered INV OICE #: P.O. #:

SOLD TO PREMISE

OFF

OFF

ON

ON

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

SAP AG 1999

R/3

Phone system

CTI middleware IVR

CIC SAPphone

Applications (IS-U, CS, SD…)

Optional use

SAPconnect Internet_Mail

Fax

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

SAP AG 1999  Framework  Components  Component profiles  Agent  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.

SAP AG 1999

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

 L form for large pictures (IS-U-specific)  L form for small 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 8101 Screen arrangement in L form (small), number 8100

SAP AG 1999

CIC contact

Business partner search and confirmation

Customer overview / data environment

Processing the business process in the application area Start from action box / environment

End of contact with logging

Clipboard

SAP AG 1999

Contact is created with "End contact"

Contact is created with "End contact"

Activate / deactivate contact Activate / deactivate contact Contact data Contact data Field for user-defined text Field for user-defined text

Customer Contact

SAP AG 1999 User session Call Call ... E-mail

@

User Session

SAP AG 1999

Tool for finding data objects

Name first/last Street/house number City/zip code ... Company code Division ...

Search criteria

Entry

Object type

required

Hit list

(optional)

Object

Object

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.

SAP AG 1999

Tool for finding data objects

Fro

nt

offi

ce/C

IC

 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

SAP AG 1999 Electr_icity bill ... Clipboard Customer Bill number Search criteria Name Street/city Calls

Object

called

Data

finder

Hit

list

Selection

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

SAP AG 1999

Telephony controls

• Forward, conference, call waiting, hold, ... Telephony controls

• Forward, conference, call waiting, hold, ...

Call status of all calling parties ANI (Automatic Number Identification)

DNIS (Dialed Number Identification Service) Call status of all calling parties ANI (Automatic Number Identification)

DNIS (Dialed Number Identification Service) Customer is

displayed

Customer is displayed

SAP AG 1999 Drop-down menu • Overviews • Transactions • CIC processes • Workflows Drop-down menu • Overviews • Transactions • CIC processes • Workflows

SAP AG 1999

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

SAP AG 1999

Tab pages with

 Customer overview  Account balance  CIC contact  SAPGUI for HTML: IS-U/CSS and R/3 transactions

 Sales and distribution

processing

 Workflow inbox

 Any HTML pages

SAP AG 1999

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

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 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) 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: _____________________________________________

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

Unit: Customer Interaction Center (CIC)

Topic: Using the CIC

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) 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 installation

Purpose: Selecting data using flexible search criteria. Unit 2: Navigation area

Purpose: Providing specific information to customer inquiries. Starting comprehensive business processes, such as with SAP Business Workflow. Unit 3: Application area

Purpose: User-defined overview pages, such as SAP Business Workflow inbox, CIC contact activity management, and more

Unit 4: Action box

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

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.

1-5 Navigation area: Process Change bank data Identification

Identify the customer using the search criteria, as described in Exercise 1-3. Start the transaction

Click 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

SAP AG 1999

 Structure of the Customer Interaction Center (CIC)

 IS-U-specific components

 Linking a CIC profile with an HR organizational unit

Contents:

SAP AG 1999

 Integrate IS-U functions in the CIC

 Customize the CIC

 Define the CIC assignments via the

organizational structure

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

 SAP AG 2001

SAP AG 1999 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.

SAP AG 1999

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

pro

file

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.

SAP AG 1999 CIC profile Profile attributes Profile category + instance FO framework Components Visible / hidden Navigation and application area N/A components Instances Action box Instances Calls Calls Calls Methods Front office processes

Workflows BDC sessions HTML operations C o m p o n e n t c o n f i g u r a t i o n . . .

SAP AG 1999

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.

SAP AG 1999

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

SAP AG 1999

End call

Cancel hold Hold/retrieve

Wait Pick up Deflect Cancel wait Consult Update Connect Hold 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

SAP AG 1999 1. Create framework 2. Assign visible components to slots Slot 1 Business partner Slot 1 Business partner Slot 2 Phone Slot 2 Phone Slot 2 Phone

Slot 4 Action box Slot 4 Action box Slot 5 Navigation area Slot 5 Navigation area Slot 6 Application area Slot 6 Application area

Slot 3 Not used Slot 3 Not used Slot 7 Not used Slot 7 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 identification

Slots 2 and 4: ABOX_SLIM, CALL_STATE, QUICK_KEYS Slot 5: NAV_AREA: navigation area

Slot 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.

SAP AG 1999 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

1. Create framework

2. Assign visible 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 display

ABOX_SLIM: Starts calls. Displayed as application toolbar with drop-down menus BD_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 components

ISUFINDER: IS-U search criteria QUICK_KEYS: Function keys

SCRIPT_DISP: Reminder scripting display

SOL_SEARCH: Input screen for the solution database

SAP AG 1999

Hidden Components

 Background processing functions

 Not displayed in the user interface

 Background functions provide services to the framework  Example 1: Select function



 Example 2: Telephony integration



 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

SAP AG 1999 1. Create framework 2. Assign visible components to slots 3. Assign hidden components to the framework

CIC Customizing (3)

Slot 4 Action box Slot 4 Action box Slot 5 Navigation area Slot 5 Navigation area Slot 6 Application area Slot 6 Application area

Slot 3 Not used Slot 3 Not used Slot 7 Not used Slot 7 Not used

 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 ,