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 ...
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