SAP IS-UtilitiesSAP R/3 and IS-U Overview
Ripunjay Rathaur
SAP CRM/ISU
Mapping Functional Areas to the Business Process
Master Data/Transaction Data
In Summary…
Business Objects in IS-U/CCS
The IS-U House
The IS-U House
The IS-U House
Business Master Data
Business Master Data integration with R/3
Technical Master Data
The technical master data relationship
Business and Technical Master Data Link
Business and Technical Master Data – CCS View
Customer Services Overview
What is Customer Interaction Center..?
• An application component that provides a multi-level, integrated platform for interactive processing of business transactions.
• The Customer Interaction Center's extensive functions enable agents to provide maximum customer service, process incoming and outgoing calls, as well as analyze and solve problems fast and effectively.
Typical Uses of the CIC: Identification
• The CIC enables the customer service agent to quickly identify the customer or process, even if the customer's details are incomplete.
Typical Uses of the CIC: Identification
• Once the customer has been identified, the agent can display information on the customer, his or her installations, as well as previous and current transactions.
Typical Uses of the CIC: Identification
•Predefined and company-specific business processes (e.g. name changes, changes in bank details, move-in processing, interim billing, various types of complaints)
Contact Management in Customer Service
Structure of the Customer Service Component
Customer Interaction Center
Typical Front Office Calls
• Front office calls are the business processes that are carried out daily in your company
CIC Terminology
CIC Configuration: Overview
CIC - L Form
-Slot 1: ISUSDPART - BP identification
-Slots 2 and 4: ABOX_SLIM,CALL_STATE, QUICK_KEYS
-Slot 5: NAV_AREA: navigation area
- Slot 6: APPL_AREA_2: application area
Procedure
Organizational Plan
Allocate the CIC Profile in the Organizational Plan
Organizational Structure
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