IUT250 Customer Service
IUT250
Customer Service
THE BEST RUN BUSINESSES RUN SAP SAP AG 2004 SAP AG©2003
SAP IS-Utilities/Customer Care Service 472
2005/Q1
Material Number: 50072182
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Copyright
Copyright 2004 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
SAP AG 2004
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or
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warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.
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SAP Utilities (IS-U/CCS) Level 2
Level 3 IUT220
3 days
Device Management IUT221
IUT225
2 days
Energy Data Management
3 days
Work Management IUT110
5 days
Introduction to the ISU/CCS
IUT210
3 days
Basic Data/ Basic Functions
IUT230
5 days
Billing and Invoicing IUT240 5 days Contract Accounts Receivable and Payable IUT250 3 days Customer Service IUT280
IUT235
2 days
Real Time Pricing
IUT255
3 days
Integration of CRM, IS-U and BW
2 days
Print Workbench
SAP AG 2003
© SAP AG
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Prerequisites
z Knowledge of the Windows environment z Basics of R/3 z Course IUT 110: Introduction to the IS-U/CCS System z Course IUT 210: Master Data and Basic Functions
SAP AG 2003
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Target Audience
z 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
z Duration: 3 days
SAP AG 2001 2003
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Course Objectives
This course will enable you to understand: z The basics (including configuration options) of the Customer Interaction Center (CIC), an efficient work environment for the customer service agent (configuration possibilities) z Typical customer service processes (move-in/out, disconnection and reconnection, service connection management)
SAP SAP AG 2003 AG 2001
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Course Objectives
At the conclusion of this course, you will be able to: z Recognize the configuration options of the CIC and use the CIC as a working environment z Execute the basic business processes in the system, such as move-in, move-out, disconnect / reconnect z Use Customizing to create the system settings
SAP SAP AG 2003 AG 2001
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Course Content: IUT250
Introduction Unit 1
Overview of Customer Service
Unit 5
Disconnection and Reconnection
Unit 2
Customer Interaction Center (CIC) Configuration
Unit 6
Move-In, Move-Out, Move-In/Out
Unit 3
Navigation and Application Area
Unit 7
IS-U Sales Processing
Unit 4
Front Office Processes
Unit 8
mySAP Utilities in Deregulated Markets
Appendix
SAP AG 2003
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Customer Service - Overview
Contents: z Shows the structure of the Customer Service component z Introduces some key terminology z Explains the navigation and operation of the user interface
SAP AG 2003
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Customer Service Overview: Unit Objectives
At the conclusion of this unit, you will be able to: z Name the structure of the Customer Service component z Explain the functions available in the Customer Service component z Operate the Customer Interaction Center (CIC)
SAP AG 2003
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SAP for Utilities: The Comprehensive Solution for Utility Companies
Strategic StrategicEnterprise Enterprise Management Management
Customer Customer Service Service
Managerial Managerial Accounting Accounting
Financial Financial Accounting Accounting
Marketing Marketing Program Program Management Management
Product/ Product/ Brand Brand Marketing Marketing
Regulatory Regulatory Reporting/FERC Reporting/FERC Sales Sales Channels Channels
Sales SalesManagement Management
Production Production
Plant PlantMaintenance Maintenance
Decommissioning Decommissioning
Engineering Engineering&& Construction Construction
Operati Operations onsManagement Management
Maintenance Maintenance&& Work WorkManagement Management
Transmissi Transmission on && Distribution DistributionService Service
Connection Connection&&Installation Installation Management Management
Service Service Management Management
Meter MeterReading Reading Management Management
Service Service Agreement Agreement
Special SpecialCustomer Customer Processes Processes
Retai l Billing Retail Bi lling
Sales SalesCycle Cycle&& Bi lling Billing
Sales SalesCycle Cycle
Energy Energy Data Data Management Management
Invoicing Invoicing
Business
Busi ness Intelligence Business Intelligence && Data Data Warehousing Warehousing
Market MarketResearch Research &&Analysis Analysis
Engineering Engineering&& Construction Construction
Human HumanResource Resource Management Management
Traders Traders Workbench Workbench
Risk Risk Management Management
Recei Receivables vablesManagement Management
Procurement Procurement
Treasury Treasury
Wholesale Wholesale Bi lling Billing
Pool/ Pool/ ISO ISO
Reconciliation Reconci liati on &&Settlement Settlement
Third ThirdParty PartySettlement Settlement
Fixed FixedAsset Asset Management Management
Real RealEstate Estate
Network
z
z Finances & Controlling z Human Resource Management z Logistics
z z z
Cross-Industry Solutions SAP Customer Relationship Management SAP Supply Chain Management SAP Business Intelligence SAP Business-to-Business E-Commerce
SAP AG 2003
See the SAP homepage for a link to the current solution map: http://www.sap.com
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SAP for Utilities - Architecture Internet SAP BUSINESS INFORMATION WAREHOUSE
SAP BI
SAP R/3
Customer Relationship Management for Utility Companies Marketing - Sales - Service
SAP R/3
CustomerOriented Asset & Work Mgmt SAP PLM & IS-U/CCS
Energy Data Mgmt
IS-U/CCS EDM
Billing
IS-U/CCS BIL
Invoicing & Accounts Receivable Accounting
Framework
Business
SAP Customer Relationship Management
IS-U/CCS ICA
Data Exchange IS-U/CCS IDE
SAP AG 2003
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Structure of the Customer Service Component
z Customer Interaction Center (CIC) z Customer Information z Process Execution z Customer Contact Management
Tran spor t
z Marketing & Sales
0716192
The Johnsons
SAP AG 2003
Structure refers to the structure forming the basis for the customer service component in the "utility industry" menu.
Later in the course, you are shown how it is possible to integrate the customer service subcomponents in the CIC (Customer Interaction Center).
The course also explains the configuration possibilities for the individual components in the Implementation Guide (IMG, Customizing).
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Customer Interaction Center (CIC, Contact Center) Telephony Telephony controls controls
Identification Identification & & Installation Installation
Call Call status status
Layout:
L-Form Transaction:
Action box box
/nCIC0 Navigation Navigation area area
Application Application area area
SAP AG 2003
Transaction EC20 for the contact center is no longer being developed.
The layout with the seven vertical slots was developed by SAP Basis, and is no longer maintained by Utilities development.
This course deals exclusively with the L form of the contact center.
The contact center represents the central initial access point for agents in the customer center (call center).
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Overview of CIC Functions
z Central starting point for processing transactions z Supported by fuzzy search to identify customers using incomplete/imprecise data z Possible to create new customers z Starting point for processing all business processes z Provision of specific information for customer inquiries. z Start of business processes z Display of self-defined overview pages z Appropriate work environment for every user
SAP AG 2003
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The CIC in Different Layouts
z Six vertical screen areas (SAP standard and IS-U)
z L form for large pictures (IS-U-specific) z L form for small pictures (IS-U-specific)
SAP AG 2003
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 division in L form (large), number 8101. This size is for users whose screen is larger than 15". Only about 55% of the screen area is used for a 21" screen. The optimal resolution is 1280 x 1024 pixels for default font and font size settings in Windows and SAPGui at the front-end computer. - Screen division in L form (small), number 8100. This size is for users whose screen is smaller than 15". The optimal resolution is 1024 x 768 pixels.
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Data Finder: Process Flow
Entry
Tool for finding data objects
Search criteria Name first/last Street/house number City/zip code ........... Company code Division ..............
Hit list (optional)
Selection
Object
Attribute
BP Str./No./Supp. or CO Str./No./Supp. SAP AG 2003
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. The IS-U Datafinder component (ISUFINDER) can only be used together with a framework with vertical slots, in which the object type being searched for is also used. The ISUSDPART component (business partner search in ISU) is intended for the L-shaped framework.
The business partner search component in IS-U is a specific serach 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.
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The Action Box
Drop-down Drop-down menu menu
•• Overviews Overviews •• Transactions Transactions •• Front Front office office processes processes •• Workflows Workflows SAP AG 2003
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The Navigation and Application Area
z Prerequisite: CIC profile must be integrated with component profile category DEFAULT_WORKSPACES z NAV_AREA component for the navigation area z APPL_AREA_2 component for the application area
Central Customizing maintenance within the utility industry component. SAP AG 2003
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Overview of Additional CIC Functions
z Call center integration
Automatic caller identification by means of telephone number (ANI)
z Computer Telephony Integration (CTI)
Agent allocation to telephone numbers/telephone queues
"Soft phone" functions
z Reminder scripting functions to provide call support z Logging of all activities z Automatic callback
SAP AG 2003
Along with the CIC functions already discussed, this interface also offers 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.
The logging component logs all the activities performed by an agent during the course of a call. The activities are logged in tables.
Callback can be planned and then executed automatically.
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Technical Structure
Phone system
IVR
CTI middleware
R/3 CIC
SAPphone
Applications (IS-U, CS, SD…)
SAPconnect
Internet Mail Fax
Optional use SAP AG 2003
CTI architecture with IVR. IVR is an optional, yet frequently used method of customer interaction.
PROCESS FLOW y The IVR script initializes the interaction with the caller y IVR sends call-specific data to the telephony server y Phone system forwards call to wait queue/phone extension y Phone system informs CTI link of the forwarded call y CTI link informs telephony server y SAP application server is informed of incoming call y Agent sees dialog box with ANI y Phone call is forwarded to agent y Phone server transfers call-specific data
This course covers the configuration and use of the Customer Interaction Center within the SAP for Utilities component.
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Integration with External Communications Systems (1)
WWW
Fax
Letter
Archive integration
Telephone Call Center integration
Internet
In person
Internet integration
IS-U/CCS CIC functions
IS-U Customer Information System
SAP AG 2003
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: y 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). y Linking to a call center solution via the SAPPhone component. y Connection to Internet service (such as E-mail) via SAPConnect
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CIC Telephony Functions Telephony Telephony controls controls
•• Forward, Forward, conference, conference, call call waiting, waiting, hold, hold, ... ...
Customer Customer is is displayed displayed
Call Call status status of of all all calling calling parties parties ANI ( Automatic Number Identification ANI (Automatic Number Identification)) DNIS DNIS (Dialled Dialled Number Number Identification Identification Service Service))
SAP AG 2003
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Typical Front Office Calls Premise Premise
Create quotation for new service connection Customer information for the agent
Budget billing
Change budget billing plan R
Move-in/move-out processing Logging customer contacts
Bill INVOICE #:
P.O. #:
SOLD TO
Qt y Order ed
Qt y Shipped
PREMISE
Descripti on
Total
Price
Reprint bill
OFF ON
Subtotal Sales Tax Data
SALESPE RSON
Total
Disconnection at customer request Complaints processing
SAP AG 2003
Front office calls are the business processes that are carried out daily in your company.
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Customer information
z Customer overview (configurable) z Connection object overview z Customer environment (configurable) z Connection object environment z Device environment
SAP AG 2003
The CIC provides the agent with a comprehensive overview of most business or technical master data for a business partner.
Additional information interfaces are available within the utility industry component. These are also integrated in the CIC, and can be structured individually.
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Process Execution
z Owner allocation z Move-in / move-out / move-in/out z Disconnection/reconnection z Rate data
SAP AG 2003
The aforementioned transactions deal with core processes for energy companies. The usage and adjustment of these processes is described in detail later in the course.
These transactions can be used as subprocesses within business processes for deregulated markets.
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Customer contact management
z Component for logging and reporting contacts z Two-way customer contacts z Automatic customer contact management z Flexible reporting options
SAP AG 2003
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Sales and Marketing in IS-U/CCS (1)
CIC as Call Center z
allows rapid and direct access to all relevant information and transactions required during contact with a customer z For example: customer overview, change master data, bill display, enter meter reading results, account information, and many others
z
Work items allow IVR-supported callbacks
Loyalty Program z
Allows the creation of loyalty accounts for regular customers
z
Points can be cashed for rewards
z
The amount of points to be issued depends upon the event
SAP AG 2003
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Sales and Marketing in IS-U/CCS (2)
IS-U Sales Processing z
Product modeling based on configured materials and pricing
z
IS-U sales processing with generation of quotations and orders
z
Master data generation for order execution
IS-U Content for BW z
Sales statistics, consumption statistics, transaction statistics, and so on
SAP AG 2003
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SAP Utility Customer E-Services - Overview SAP Utility Customer E-Services Bill Display Master Data Change
Credit Memos Credit Memo Clearing
Bill Details Maintenance Bank Data
Complaints E-Mail Notification
Bill History
Move-In Credit Card Maintenance
Bill Payment Payment History Partial Payments
Meter Reading Entry
Move-Out Move-In/Out
Collection Authorization
As of IS-U/CCS 4.64 New with IS-U/CCS 4.72. Possible downgrade of IS-U/CCS 4.64 in project. SAP AG 2003
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Internet Self Services: Home Page
Selection Selection of Service Service
Entry: Entry: User User and and Password Password
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Customizing the L Form Customizing is performed in two areas within the Implementation Guide z Customizing for CIC standard functions Customer Service Æ Customer Interaction Center (CIC)
z Customizing for IS-U extensions SAP Utilities Æ Customer Service Æ Customer Interaction Center
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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 Oxlade Drive 0## 02100 Boston
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## (##: group number)
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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: _____________________________________________ Purpose: _____________________________________________
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1-3 Search criteria The search area 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, Boston, 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:________________________________________ 1-4 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 0## Oxlade Drive (0##: group number) calls. He would like future repayments to be transferred to the following account at the Citibank: Bank number 134329042, account number 345670## (0## group number). 1-5-1 First, identify the customer with the surname Taylor on 0## Oxlade Drive (0##: group number) and start the Change bank details process. In business partner, enter a new bank ID and the aforementioned bank details. Save your data and select back. You are taken 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. © SAP AG
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Solutions Unit: Customer Interaction Center (CIC) Topic: Using the CIC
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. For the technical area, you must use the CIC with vertically arranged screen areas instead of using the CIC in L form. This CIC is used, for example, as the interface in the plant maintenance for the PM / CS component. 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
© SAP AG
CIC structure (L form) Unit 1: Task:
Identification and creation Selecting data using flexible search criteria.
Unit 2: Task:
Navigation area Providing specific information to customer inquiries. Starting comprehensive business processes, amongst others, with SAP Business Workflow.
Unit 3: Task:
Application area Self-defined overview pages, such as using SAP Business Workflow inbox, CIC contact management, and many more.
Unit 4: Task:
Action Box Calling specific business processes.
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1-3
Search criteria From the SAP menu, choose Utilities Industry Æ Customer Service Æ Front Office/Cust.Interact.Center Æ Customer Interaction Center. 1-3-1 For a generic search, enter T* under surname in the search criteria, and select the push button with the magnifying binoculars. A list of found business partners is displayed (if a message appears informing you that the set of hits may not be complete, you can simply confirm this message). 1-3-2 Business partner
1-4
PJ0203A0## (0##: group number)
Information from the CIC Enter the specified customer number in the search criteria and identify the customer. Choose Confirm Partner to confirm the selection. 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 clicking on the most recent bill amount takes you to the print document display. Select Simulate bill. Check the print parameters and select Continue. The bill is displayed. Return to the document overview and select the Header data tab page. The Due date for net payment and Amount fields are located in the General data group. Select the Display Documents (shift + F9) call. Select the budget billing plan in the selection area, and choose Apply Selection. You are taken to the budget billing plan display. Alternatively, you can find the budget billing amounts in the customer overview in the BB Amount Due Dates display area. Double clicking here also takes you to the budget billing plan display. The cumulated budget billing amount is calculated from the budget billing payments for water and electricity.
1-5
Navigation area: Process Change bank data Identification Identify the customer in the search area, and select Continue to confirm your selection. Start transaction Select the Change Bank Data call in the context menu of the contract account. 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). Save your entries and select back. You are taken 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 new 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. Then 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 log the customer contact.
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CIC Configuration
Contents: z Structure of the Customer Interaction Center (CIC) z IS-U-specific components z Linking a CIC profile with an HR organizational unit
SAP AG 1999
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CIC Configuration: Objectives
At the conclusion of this unit, you will be able to: z Understand the structure of the CIC z Customize the interfaces z Customize individual components of the CIC
SAP SAP AG 2003 AG 2001
The first section of this unit describes the concepts behind configuring your own CIC.
The second section explains the special Customizing for each individual module of the CIC.
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CIC Configuration 1
z Interface Customizing z Customizing certain components
Tran spor t
0716192
The Johnsons
SAP AG 2003
Structure refers to the structure forming the basis for the customer service component in the "utility industry" menu. Later in the course, you are shown how it is possible to integrate the customer service subcomponents in the CIC (Customer Interaction Center). The course also explains the configuration possibilities for the individual components in the Implementation Guide (IMG, Customizing).
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CIC Terminology
z Call Center (CIC, contact center, front office) z Framework (slots) z Components (functions) z Component Profiles (component attributes) z
CIC profile
z Agent z Navigation area z Data environment z Action box z Application area (workspace) z CTI layer
SAP AG 2003
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.
The CIC profile provides a custom-tailored screen view for the agents in the call center. It is specially customized to each individual agent's skills and responsibilities. The profile is based on a framework and component profiles, and is linked with the agent through the organization management functions.
The navigation area is a specific part of the CIC interface, from which you can start processes or call information. The navigation area also contains information that you have compiled regarding the business partner currently identified (such as, contracts, service orders, contacts, and so on).
The data environment is a specific area of the navigation area. Once the business partner has been successfully identified, his/her current and future data environment is displayed here.
You can execute calls from the action box. These calls are made in the form of workflows, transactions, or other processes.
The application area is used to present data that is relevant to the business partner.
The CTI establishes a link to SAP software via the SAPphone Gateway. It forms the interface to the phone system.
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CIC Terminology
Framework + Components Visible components Hidden components +
Component profiles = Customer Interaction Center profiles (CIC profile)
SAP AG 1999
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.
The CIC profile determines what the agent's user interface looks like. Infotype "CIC profile 1260" allocates the agents in the structure organization. You can define and allocate CIC profiles based on the agent profiles at your company.
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CIC Profile: Framework and Components
Framework
Component profile
Visible components ACTION_BOX Action box
ACTION_BOX_1 FO config. IS-U
BD_ANZEIGE
Business object display
ACTION_BOX_2 General FO config.
ISUFINDER
IS-U data finder
CCONT_4
Four components
CCONT_2
Two components
CTI_PROFIL_1
Administration 1
CTI_PROFIL_2
Administration 2
CUST_OVIEW HTML customer overview CCONT
Component container
Hidden Components BD_MARK
Selection function
CTI
Telephony integration
CALLCTR
Call center
CALLBACK Call back
CIC
ile f o pr
SAP AG 1999
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.
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CIC Configuration: Overview
CIC profile Profile attributes Profile category + instance
FO framework Components Visible / hidden
C o m p o n e n t c o n f i g u r a t i o
n
Action box Instances Calls
Navigation and application area N/A components
Calls Methods Front office processes Workflows BDC sessions HTML operations
Instances Calls . . .
SAP AG 1999
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CIC Customizing (1)
Title bar
1. Create framework
SAP AG 1999
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.
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CIC: Visible Components
z 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 functions
SAP AG 2003
The component description of the "Call Status" (CALL_STATE) component is called "Call Status" in Customizing.
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CIC: Quick Keys
End call Cancel hold
Wait Hold/retrieve
Pick up Deflect
Cancel wait Consult
Update Connect
Hold Direct dial
z Provides fast access to frequently used telephony functions z Minimizes the search with mouse and menu z Replaces the phone handset z Configuration of screen position and key assignment z Are displayed in the lower margin of the CIC screen if necessary
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Quick keys are freely configurable.
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CIC Customizing (2): L Form
Slot Slot 11 Business Business partner partner Slot Slot 55 Navigation Navigation area area
Slot Slot 22 Phone Phone Slot Slot 44 Action Action box box 1. Create framework 2. Assign visible components to slots
Slot Slot 66 Application Application area area
Slot Slot 33 Not Not used used Slot Slot 77 Not Not used used
SAP AG 1999
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. In a framework , you cannot use the same component more than once with different component profiles. A component can only be used once in a framework.
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CIC Customizing (2): Vertical Slots
Title bar Slot 1: Component container Slot 2: Script display
1. Create framework 2. Assign visible components to slots
Slot 3: Customer component X Slot 4: Find and display customer data Slot 5: Action box Slot 6: Telephony function keys
SAP AG 1999
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
APPL_AREA: Standard application area for HTML configuration calls that are started in the action box.
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Hidden Components
z Background processing functions
Not displayed in the user interface
Background functions provide services to the framework
Example 1: Select function
An object saved in the clipboard should be selected for immediate further processing
Example 2: Telephony integration
The component has been assigned a certain CTI OK code (such as "Hold"). The component uses the extended SAPphone API to perform the requested CTI activity.
SAP AG 1999
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 3. Components that can be used in combination with visible components - BD_MARK (selection function) with BD_DISPLAY - CALLCTR (call center) with CALL_STATE
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CIC Customizing (3) Slot Slot 11 Business Business partner partner Slot Slot 55 Navigation Navigation area area
Slot Slot 22 Phone Phone Slot Slot 44 Action Action box box Slot Slot 66 Application Application area area
1. Create framework 2. Assign visible components to slots 3. Assign hidden components to the framework
Slot Slot 33 Not Not used used Slot Slot 77 Not Not used used
SAP AG 1999
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: y Return calls: (CALLBACK) Creates and processes return calls. This component is not part of the framework screen and is therefore considered to be hidden. y Call center strategy: (CALLCTR) Controls processing of the call information y Toolbar: (CIC_TOOLBAR) While it appears on the screen, it does not occupy any of the slots, and is therefore considered to be hidden y CTI: (CTI) Supplies all the telephony functions in the background y Scripting engine: (HIDDEN SCRPT) Component used to determine values for variables like "customer's name" and "time of day" y Logging: (HLOG) Logs the agents' activities y 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 , SCRIPT_DISP, HIDDEN SCRPT, CALLCTR, or CTI.
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CIC Customizing (4)
e l i f o r p CIC
Slot Slot 11 Business Business partner partner
Slot Slot 55 Navigation Navigation area area
Slot Slot 22 Phone Phone
Slot Slot 44 Action Action box box Slot Slot 66 Application Application area area
Slot Slot 33 Not Not used used
1. Create framework 2. Assign visible components to slots 3. Assign hidden components to the framework 4. Assign framework and component profiles in the CIC profile
Slot Slot 77 Not Not used used
SAP AG 1999
The CIC profile combines the framework with the instances of the components used. Organization management is used to establish a link between the CIC profile and the agent.
If you defined that an action box is to appear in slot 4, for example, then you determine which action box is used in this step.
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SAP Components and Profile Requirements (1)
IS-U
Visible components
Description
Component profile required
ACTION_BOX
Action box
ACTION_BOX_CONFIGURATION
ABOX_SLIM
Action box
ACTION_BOX_ CONFIGURATION_SLIM
BD_DISPLAY
Business obj. display
No profile required
CALL_STATE
Call status
No profile required
CCONT
Component container
COMPCONT_PROF
X
ISUSDPARTNER
Search functions
No profile required
X
QUICK_KEYS
Quick keys
QUICK_KEYS_CONFIGURATION
SCRIPT_DISP
Script display
SCRIPT_PROFILE
SOL_SEARCH
Solution search
No profile required
X
X
APPL_AREA_2
Application area
DEFAULT_WORKSPACES
X
X
NAV_AREA
Navigation area
DEFAULT_WORKSPACES
X
X X
Description Action box comp. configuration Action box comp. configuration
Without telephone X X X
Component container IS-U business partner search Quick keys button configuration profile
X X X
Scripting profile
X: Is used in IS-U (L form) SAP AG 1999
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SAP Components and Profile Requirements (2)
Hidden components
Description
Component profile required
BDMARK
Selection function
BD_MARK_PROF
Callback queue
CALLBACK_ASSIGN_QUEUE_ PROFILE
CALLBACK
CALLBACK_PROCESS_QUEUE_ PROFILE CALL_CENTER_COMP_ CONFIGURATION
BDD profile Selection function Callback queue Profile allocation Callback component Configuration Callback queue Profile processing Call center component
TBAR_PROF
CIC toolbar
CALLBACK_CONFIGURATION
CALLCTR CIC_TOOLBAR CTI
Call center component CIC toolbar / exclusion CTI
Description
CTIADM_PROF No profile required
HIDDEN_SCRPT
Script text
No profile required
HLOG
Logging
ACTIVITY_LOGGING_ PROFILE
HIDDEN_ABOX
Action box
No profile required
Without telephone X X X X
X
CTI administration Profile CTI wait loop Profile allocation X Activity codes Log profile
X X
SAP AG 2003
You can also use a self-defined GUI status. You can define functions for function keys, without having to define an action box call. For more information, see the cookbook. Arrange the profile with the selfdefined GUI status in the IMG activity, SAP Utilities - Customer Service - Customer Interaction Center Define Standard Toolbars and User-Defined GUI Status. You must then add the invisible component CIC_TOOLBAR2 in the IMG activity, SAP Utilities - Customer Service - Customer Interaction Center Maintain Front Office Framework ID and Parameters.
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Procedure
1. Analysis of the business processes 2. Defining CIC Calls 3. Define frameworks 4. Assign components
5. Define the component profile 6. Define CIC profiles 7. Allocate CIC profiles to organizational plan
Customer Interaction Center SAP AG 2003
To use the CIC, you have to analyze the business processes and define them in the system (steps 1 and 2). The processes are then used in the CIC in the form of component profile calls for the action box. You can also use these calls within the context menu for the data environment of the navigation area.
Using the front office without the CIC (not possible after Release 4.51, transaction EC20) y To use the (old) front office you must define a configuration determination, in order to be able to assign a specific front office configuration to each individual agent.
Using the CIC (available from IS-U/CSS V4.51) y You can integrate other CIC functions (CIC components) into the framework. y You can define modifications for each CIC component in the form of component profiles.
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CIC Customizing (5)
e l i f o r p CIC
Slot Slot 11 Business Business partner partner
Slot Slot 55 Navigation Navigation area area
Slot Slot 22 Phone Phone
Slot Slot 44 Action Action box box Slot Slot 66 Application Application area area
1 2
3
4
5. Assign CIC profile to an organizational level in organization management
Slot Slot 33 Not Not used used Slot Slot 77 Not Not used used
SAP AG 1999
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Organizational Plan
Organizational unit Organizational unit Job
Organizational unit Job
Organizational unit
Position
Position
Position
Holder
Holder
Holder
Holder SAP AG 1999
The organizational plan is a means of modeling your company's structure in the system.
The organizational plan comprises organizational units and all their interrelationships. - Organizational units represent logical business units in your company and can be structured to form a hierarchy that represents your business as a whole. The organizational units can be function-based or region-based or reflect other aspects of your business (examples are: business areas, departments, project groups). - The organizational plan can have any number of organizational unit levels (the slide shows two levels).
The organizational plan contains positions that are linked to the organizational units.
Positions can have one or more holders assigned to them (and each holder can be assigned to more than one position). Holders are responsible for particular tasks and are one of the following: - A user - someone with an SAP system user ID - A person - someone, maybe an employee in your company, without an R/3 system user y Workflow tasks can only be carried out by holders with access to the R/3 system.
The organizational plan also contains jobs, which describe tasks that occur in a number of different positions.
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Allocate the CIC Profile in the Organizational Plan
file o r p C I C
Organizational unit e.g. utility company
?
Organizational unit
?
e.g. customer service
?
?
Position
Position
Position
e.g. move-in/out processing
e.g. bill complaints
e.g. technical service
User
User
User
e.g. Mr. Miller
e.g. Mr. Smith
e.g. Mr. Jones
SAP AG 1999
The energy company depicted above has the organizational unit Customer service. The unit has three different positions- an agent is allocated to each of them.
CIC profiles can be allocated to users on either the position or organizational unit level. To do this, use infotype "CIC profile". Infotypes enable you to describe and define the different attributes and characteristics of objects.
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Organizational Structure in HR
Search Search window window
display display area area
display display details details Results/ Results/ Navigation Navigation
SAP AG 2003
This maintenance from the HR module (human resources) consists of four areas: y Search y Result list y Display area y Details for display area
You can use different criteria to search for any search object. The hit list is then displayed in the result / navigation area.
Double click on an object from the result list to display the object details in the display area.
Double click on an object in the display area to display further details for the object in the lower screen area. Important: When allocating the CIC profile to an organizational unit or position, you must ensure that you have selected the correct object. If not, the allocation may be incorrect, and you will wonder later why the CIC interface you wanted is not displayed.
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CIC profile Tailored to different skills ... CIC profile for new agent CIC profile for agent
Scripting support required
No scripting support required
Tailored to different requirements... CIC profile for sales agent CIC profile for service agent
Sales functions in action box and telephony toolbar required Service functions required in action box No telephony toolbar required
SAP AG 1999
The CIC profile saves settings regarding the configuration and screen structure of the Customer Interaction Center. It can be configured according to the specific requirements of a certain agent, a group, or an entire call center. For example, a new agent may need support from the scripting component, while another agent may not want to see this component while working with the Customer Interaction Center. Call centers that deal with different types of calls usually need different components and functions.
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Assigning a CIC Profile to a User ID (1)
CIC profile
Customer service organization
CIC profile for A CIC profile
Sales agent 1 Sarah Hodder Sales agent 2
CIC profile for sales agent
Peter Fellows Erin McCart Patricia Needham
1. Choose the desired organizational level. 2. Choose Goto -> Object description -> Enhanced object description
SAP AG 1999
The CIC profile saves the configuration and screen structure for the framework. The CIC profile is assigned to the agent through the HR infotype. An infotype enables you to describe and define different attributes and characteristics for objects.
A CIC profile must be assigned for every agent who works in the CIC, either at the organizational unit level (all agents within the same organizational unit use the same CIC profile) or at position level (agents who are assigned to the same position use the same CIC profile).
To assign a CIC profile (infotype 1260) to an agent or an organization, proceed as follows: 1. Click the required organizational level (either organizational unit or position). 2. Choose Goto -> Object description -> Enhanced object description.
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Assigning a CIC Profile to a User ID (2)
Maintain Planning Data: Choose Infotype Object Edit Goto Utilities Settings System Help
3. Choose infotype "CIC profile"
0 Plan variant Object cat. Object ID Object abbrev. Active
Agent 1
Planned Submitted
Approved
Rejected
Period
Infotype name Object Description CIC profile
4. Click the Create or Change icon
01 Current plan S Position 50012948 Agent 1
5. Press F4 to display list of available CIC profiles 6. Choose the CIC profile and click the "Adopt" icon
!
SAP AG 1999
3. A list of infotypes appears. Scroll down this list until you reach CIC profile (infotype 1260). 4. Click the infotype icon Create or Change. 5. Press F4 in the next screen. A list of all the available CIC profiles is displayed in the CIC profile ID field. 6. Choose the required CIC profile and choose Input/Save.
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CIC Profile: Inheritance CIC profile: ALL Framework: S4 1. Script: Standard 2. Action box: Sales 3. Find: Customer ...
Telesales organization Sales agents Sarah Hodder New agents Peter Fellows
CIC profile: New Framework: S4 1. Script: New agent
Erin McCart Patricia Needham
New agent starts CIC:
Framework: S4 1. Script: New agent 2. Action box: Sales 3. Find: Customer
SAP AG 1999
When a CIC profile does not contain all the component profiles in the framework at a lower level, then the system searches for a different CIC profile with the same framework at a higher level in the organizational structure, in order to retrieve the additional profiles.
This method is useful for providing new employees with special components or for defining default values if the Customizing at a lower level is incomplete.
You can display the selected configuration in the CIC Front Office screen by choosing Agent -> Framework status.
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Starting the CIC
z What happens when you call the CIC transaction CIC0?
The system searches the organization management to determine which profiles to assign to the executing user.
The profiles determine which components the framework loads for the user and how the individual components work.
The profile values are saved in a generic framework information store.
The framework loads all configurable visible and hidden components.
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Profile 00000001 is defined as the default profile in the IS-U application. Therefore, users who have not been assigned to an organizational unit, a position, or a job can still call the CIC.
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CIC Configuration II
z Interface Customizing z Customizing individual components
Tran spor t
0716192
The Johnsons
SAP AG 2003
Here, the configuration options for the individual components in the implementation guide (IMG Customizing) are explained.
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CIC components
z Toolbars z Business partner search z Action box z Call center components
For example, quick keys, scripting, call center, CTI, callback
z Other components
Selection function, component container, scripting,...
z Navigation and Application Area
SAP AG 2003
You can individually define both visible and invisible components in the implementation guide.
The navigation and application area of the CIC is a special area. You can make many settings here, and integrate several components, which are looked at in detail in the next unit.
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Toolbars
z The CIC consists of a framework, and an area that does not belong to the framework
The toolbar (application toolbar) belongs to this area
This consists of:
Profile names (GUI)Status
The toolbar is, nevertheless, allocated to the invisible components (component CIC_TOOLBAR)
A special form of the toolbar must be specified in the CIC profile, under the profile category TBAR_PROF.
SAP AG 2003
A (GUI) status consists of a menu bar, function keys, pushbuttons, and many active functions.
Two statuses are supported: y PFS100 (with telephone integration) y PFS300 (without telephone integration)
Furthermore, it is possible to define your very own (GUI) status and thus define your own standard application toolbar.
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Business Partner Search
z Components for Data Search in IS-U
ISUSDPARTNER
ISUFINDER
z Fast creation of business partners z Template for entering further search criteria z Correct / reset identification z The business partner search can be individually enhanced
SAP AG 2003
You can only use the ISUFINDER component with a framework with vertical slots. You can use the ISUFINDER component to find a wide variety of data objects within IS-U. The SAP enhancement ECSFO001 is available for changes within the search and display fields.
The ISUSDPARTNER component is to be used in L-form frameworks. This is a special search function that exclusively searches for and finds IS-U / SD business partners. The SAP enhancement ESCFO001 was extended to this component so that changes can be made to this component.
You can use the function group EECIC_SD to make changes to the screen. To do this, you must call a corresponding screen and then modify it in the screen painter.
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Action box z Various calls can be made from the action box
The most common of these are front office processes, workflows, and also information views
z There are two different components for the action box:
ACTION_BOX, ABOX_SLIM
z The layout of the CIC screen can be influenced by variants
For example, with shortcut, shortcut/frame, or by adding blank lines
SAP AG 2003
Depending upon which components you include in the CIC, you must allocate the individual attribute in the CIC profile to the corresponding profile category: y ACTION_BOX_CONFIGURATION_SLIM for ABOX_SLIM y ACTION_BOX_CONFIGURATION for the (wide) action box (ACTION_BOX)
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Call center components
z All visible and invisible components that are recommended typical call center tasks
CTI component
Call Center
Toolbar with telephone functions
Call status
Quick keys
Scripting
SAP AG 2003
The CTI component runs in the background and does not contain any visible elements or screens. As a central component, it administers the data exchange and consistency between functions in the CIC and the SAPphone APIs for the telephone system (CTI).
The call center component further processes a call by triggering the search function of the automatic number identification (ANI) for incoming calls. It represents the link between the CTI component and the other areas in the CIC application. You can also use call-related data or self-developed function modules to configure the search.
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Other components z Business partner component z Component container z Workflow inbox component z Auto action components z Interaction history
SAP AG 2003
In the business partner component, define which master data template to use for creating a business partner in the CIC. The CIC partner template is used as default.
The component container is a configurable tab page subscreen, which is used in a layout with six vertical slots. The component container can contain up to five components and allows a greater number of components in the framework.
As of IS-U Release 4.62, the workflow inbox component exists for displaying tasks (work items) in the application area of the CIC (L-form). You can use the task filter to select the tasks to be displayed in the inbox. If no filter is set, all the user's tasks are displayed.
You can use the auto action component to define, for example, that calls are to be triggered automatically from the action box after you have identified the business partner in the CIC.
The contact history component is a search function for customer contact, which you can use within the navigation or application area in the CIC. By entering search criteria in the search template you can find corresponding customer contacts - provided they exist. You can create individual attributes for this component in Customizing.
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CIC Configuration: Summary
z The CIC consists of a generic framework and several layouts: z Vertical slots z L-shape z You can allocate visible and invisible components to this framework. These components display different functions, which are necessary to operate a call center. z Many of these components can be defined individually. z Additionally, customer-specific components can be developed and included.
SAP SAP AG 2003 AG
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Exercises Unit: Customer Interaction Center (CIC) Topic: Configuring the CIC
• Create a CIC framework and a CIC profile
You want to extend the existing CIC standard profile with specific additional calls. In this section, you will create a CIC framework and a CIC profile for the Customer Interaction Center.
1-1
Framework The framework describes the screen layout of the Customer Interaction Center. Choose the components you want to use and arrange them on the screen. The framework differentiates between different types of component. Which ones? 1. ______________________________ 2. ______________________________ Which components are used in framework ZFRAME000? 1. _______________________________ 2. _______________________________ 3. _______________________________ 4. _______________________________ 5. _______________________________ 6. _______________________________ 7. _______________________________
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1-2
Create the framework and CIC profile In this exercise, you will define the structure of the Customer Interaction Center in several steps. 1-2-1 Creating the framework ID with components First create your own framework ID. Use the framework ZFRAME000 as the template to create your own framework ID ZFRAME0## (0##: group number) with the text Framework Group ##. 1-2-2 Creating the CIC profile Create a CIC profile with the key ZPROF0## (0##: group number) and the description CIC Profile Group 0##. Allocate your framework ID ZFRAME0## (0##: group number) to this CIC profile. Use CIC profile ZPROF000 as a copy template. 1-2-3 Creating component profiles What are the component profiles used for? For which components of the original front office structure are the profiles needed? Which component profile category is responsible for the instantiation of the action box, and what is the current instance in your CIC profile ZPROF0##? After you have displayed the component profiles assigned in your CIC profile, change the instantiation of several of the components. 1-2-4 Defining the component profile for the action box In Customizing, call up the component configuration that you identified as the instantiation of the profile type for component ABOX_SLIM in Exercise 1-2-3. Which call types can be defined as calls in the action box? Copy configuration ZABOX000 to the name ZABOX0## and define this instantiation in the profile attributes of your CIC profile, ZPROF0##.
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1-2-5 Assigning the CIC profile to an agent For an agent to be able to use a specific Customer Interaction Center, that agent must be assigned the appropriate CIC profile in the organizational structure. At which levels of the organizational structure can you allocate CIC profiles to agents? 1.___________________________ 2.___________________________ Allocate your CIC profile to a position. A position has been created for you for the purposes of this course. In the SAP menu, choose Tools → Business Workflow → Organizational Plan → Organizational Plan → Organization and Staffing → Change. First use the organizational unit to select IDES*. There you also find the lowerlevel organizational unit Customer Service. In the staffing plan, allocate your CIC profile to the position Customer service ## (##: group number). Then allocate your R/3 user (IUT250-##) to this position. 1-2-6 Calling the Customer Interaction Center Call the Customer Interaction Center and check whether the CIC profile you created has been determined. Identify business partner PJ0203A0## (##: group number) and examine the data environment of the navigation area. Which object is the entry object? Which calls have been defined for the contract account?
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Solutions Unit: Customer Interaction Center (CIC) Topic: Creating a CIC Profile
1-1
Framework We differentiate between visible and hidden components in the framework. In the SAP Reference IMG, select: SAP Utilities → Customer Service → Customer Interaction Center. The Change View "CIC Framework" Overview screen appears. You will find framework ZFRAME000 there. Select this framework and then choose the Visible components and Hidden components functions in turn. The following visible components have been selected: ISUSDPART CALL_STATE ABOX_SLIM NAV_AREA APPL_AREA_2
IS-U Business Partner Search Call state IS-U Action Box Slim IS-U Navigation Area IS-U Application Area
The following hidden components have been selected: CIC_TOOLBAR BD_MARK 1-2
Toolbar BDD Selection service
Create the framework and CIC profile 1-2-1 Creating the framework ID with components In the SAP Reference IMG, select: SAP Utilities -> Customer Service -> Customer Interaction Center -> Maintain Front Office Framework ID and Parameters. Select entry ZFRAME000 and choose the Copy as function. Change the copied framework ID to ZFRAME0## and the framework text to ISU framework group 0##. Do not change the title number, the screen, or the Enter. The message appears that the entry to be copied has status. Press dependent entries. This refers to the allocated components, which you also want to copy. Select i Copy All. A confirmation prompt appears informing you that 7 entries were copied. Choose Confirm and then save your entries.
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1-2-2 Creating the CIC profile In the SAP Reference IMG, choose Customer Service → Customer Interaction Center (CIC) → CIC Profiles → Maintain CIC Profiles. Now select CIC profile ZPROF000, choose the Copy as ... function, and enter CIC profile ZPROF0## (0##: group number) with profile description CIC profile group 0## and your framework ID ZFRAME0## (0##: group number). 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. Select Copy All. A confirmation prompt appears informing you that 5 entries were copied. Choose Confirm and then save your entries. 1-2-3 Creating component profiles Select your CIC profile ZPROF## and navigate to the profile attributes. The component profiles enable you to create individually instances of the selected components. You only need to modify the components you selected yourself. Of the components that have been selected in framework ZFRAME0##, components IS-U Action Box Slim ABOX_SLIM (using profile category ACTION_BOX_CONFIGURATION_SLIM) and component BDD selection service BD_MARK (using profile category BD_MARK_PROF) require special profiles. In addition, the definition of the navigation and application area is integrated in a CIC profile as a profile with component profile category DEFAULT_WORKSPACES. 1-2-4 Defining the component profile for the action box In the SAP Reference IMG, choose the path Customer Service → Customer Interaction Center (CIC) → Component Configuration → Action Box Settings → Determine Configuration Profiles for Action Box. Enter the configuration name ZABOX000 and choose Display. The following types of calls can be used: -
Method
-
Workflow
-
Front office processes
-
Batch input sessions
-
HTML operations
Choose Back, and copy configuration ZABOX000 to the name ZABOX0## (##: group number) and define this configuration in the profile attributes of your CIC profile, ZPROF0##, under profile category ACTION_BOX_CONFIGURATION_SLIM.
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1-2-5 Assigning the CIC profile to an agent A CIC profile can be used in the following levels in the organizational structure: 1. Organizational unit level (all agents within the same organizational unit use the same CIC profile) 2. Position level (agents who are assigned to the same position use the same CIC profile) Use the search term IDES* to search for the organizational unit in the search area. Find the organizational unit Customer Service in the selection area (hit list). Double click on this entry in the overview area to display the staffing plan for the organizational unit Customer Service. When you double-click on position Customer Service ## (##: group number), the detailed information is displayed in the detail area of the screen. Choose Goto → Object details → Extended object description to access the object processing screen. Scroll down the infotype list and select item CIC profile. Choose Create Infotype. In the next view, press F4 for field CIC Profile ID to display a list of available CIC profiles. Choose the profile ZPROF0## (0##: group number) and then save your entry. Now allocate yourself, as a user, to this position. Select your position and use the right mouse button to select Allocate. Select the user as the position owner and determine the R/3 user IUT250-##. Transfer the user from the hit list and check the allocation in the organizational structure. Save your entries. 1-2-6 Calling the Customer Interaction Center Select the SAP menu path Utilities Industry → Customer Service → Front Office/Cust.Interact.Center → Customer Interaction Center. Select Agent Æ Framework Status to check the framework status. The entry ZFRAME0## must exist in the Framework ID field in the dialog box. The component configuration ACTION_BOX_CONFIGURATION_SLIM refers to the entry ZABOX0##. The business partner appears as the entry object in the environment display of the navigation area. Select the contract account. Use the right mouse button to open the context menu for the contract account.
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Navigation and Application Area
Contents: z Navigation area
Data environment
Document display
Clipboard
Agent history
z Application area
Customer overview: requirements
HTML connection
Addendum: customer contact
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Navigation and Application Area: Unit Objectives:
At the conclusion of this unit, you will be able to: z Explain the processes and Customizing of the navigation and application area
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The Navigation and Application Area
z Prerequisite: CIC profile must be integrated with component profile category DEFAULT_WORKSPACES z NAV_AREA component for the navigation area z APPL_AREA_2 component for the application area
Central Customizing maintenance within the utility industry component. SAP AG 2003
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Customizing for the Navigation and Application Area
z Navigation area z Application area Tran spor t
z Information Views z Addendum: Customer Contacts
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The Navigation Area Up Up to to 10 10 tab tab pages, pages, for for example example •• Documents Documents •• Clipboard Clipboard
Data Data environment environment
Context Context menu
•• Overviews Overviews •• Transactions Transactions •• Front Front office office processes processes •• Workflows Workflows
SAP AG 2003
What can be configured in the navigation area?
Number of tab headers in the navigation area
Object display on the clipboard
Definition of the context menu call
Which CIC components can be used in the navigation area?
Data environment display
Document display
Clipboard
Interaction history
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Data Environment for the Navigation Area Business partner Contract account Premise Utility contract Utility installation Device Print document
z Component NAV_VIEW can be used in navigation or application area z Select the structure
Technical view
Business data view
Document view
Technical deregulation view
I account information IM BB plan 1 IM BB plan 2 IM BB plan 3 IM credit history IM customer payments IM dunning items IM paid items Customer contact
z Object categories to be displayed z Additional selection parameters
Maximum number
Maximum age
Service order Service notification Sales order Customer quotation
z Activity profile
SAP AG 1999
From the initial screen of the activity, press the "Activity profile" button to maintain the activity profile that is linked with your data environment. You use this feature to determine which transactions can be called at runtime by double-clicking or through the context menu for an object category in the data environment. The maintenance interface of the activity profile is similar to the maintenance interface for creating an action box configuration.
The activity groups are automatically generated in your activity profile, and correspond to the displayed object categories in the assigned data environment. The following objects are available for defining the data flow: y
<*NODEOBJECT*>: The object selected at runtime
y
<*ROOTOBJECT*>: The current business partner at runtime
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Action profile
Action profile display: Use the right mouse button to select the object.
SAP AG 2003
The action profile contains all calls that are available within the context menu for an object.
In addition to the configurable calls, there are also object services that the system automatically generates. The following are some such object services:
Send objects, create installations for an object, or define a personal note for an object.
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Data and Documents in the Navigation Area
z Customer data environment z Customer contacts z Service orders and service notifications z Quotations and sales orders z Deregulation processes (cross-company data exchange) z Clipboard
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Customizing for the Navigation and Application Area
z Navigation area z Application area Tran spor t
z Information Views z Addendum: Customer Contacts
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The Application Area (L Form)
Tab pages with z Customer overview z Account balance z CIC contact z SAPGUI for HTML: IS-U/CSS and R/3 transactions z Sales and distribution processing z Workflow inbox z Any HTML pages
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CIC Application Area
Web search
Microsoft Technical
SAP AG 1999
The application area component can be used to display HTML pages (among other things). When several pages are started, these pages are displayed in different tabstrips. The application area can be used to display HTML pages created by the customer or those in the intranet or Internet. The application area can call HTML pages via an Internet/intranet address, a file/path name, or an SAP Web Repository ID. When you use the application area, several HTML pages can exist in parallel. The different pages are displayed in different tabs in the application area. Each individual tab is called a workspace.
Possible uses for the application area: y Intranet applications y HTML scripting applications ("branch" scripting, buttons for starting action box transactions that are called from scripts, script responses returned to SAP or a data warehouse) y BAPIs and customer-specific input screens
When an HTML page is called in the action box, but no application area has been configured in the framework, the HTML page is displayed in a dialog box.
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Application Area - Displaying HTML Pages
z Displaying HTML pages
Intranet
Internet
HTML pages
z SAP action box transactions can be started from within HTML pages. z Multiple, parallel workspaces z Can pass on information:
From the CIC to HTML pages (e.g. customer number, material number)
Between different HTML pages
From an HTML page to a CIC / action box transaction (e.g. order number, answers in survey)
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Workflow Inbox z Lists all the work items that are assigned to the agent in the call center. z Restriction via (workflow) task filter z Received e-mail (SAPconnect)
Component:
WF_INBOX
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E-Mail and Fax Messages in the Workflow Inbox E-mail, fax, letter (scanned document), etc. System
Business partner
Confirmation
utes Exec
Agent in the contact center
Workflow
Work item in inbox with e-mail, fax, letter, etc.
Customer data is displayed in the CIC
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Starting the Workflow through SAPconnect E-mail, fax, letter (scanned document), etc. E-mail is received at
[email protected] System: SAPconnect • Inbox distribution: Which workflow has to be started? • Process manually or start with job
Workflow
•
[email protected] is linked with workflow 20500144 (example supplied by SAP) • A job for triggering the send process is started once every minute
Workflow 20500144 is started
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Externally Triggered Callback
IVR
Web site
Workflow
Business partner
Business partner Sends data to the CIC: •Phone number •Business partner number •Time and reason for call
Executes
Agent in the contact center
Work item in inbox: "Call customer back" Customer data is displayed Press button to trigger callback
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Defining HTML Calls
z Define the HTML configuration z Define external parameters z Define internal parameters
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If you want to use HTML configurations in the application area, configure the required settings in the IMG under path Customer Service -> Customer Interaction Center -> Component Configuration -> Application Area -> Maintain HTML Configuration of the Application Area.
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HTML Configuration (1)
HTMLConfig
SERVICE_NOTIF_CREATE
HTML configuration Text
Service notification
External URL
x
WWW object ID
CIC_SERV_NOT_CREATE.HTML;CIC1.JS;CCM_BACK.GIF;CCM_
Configuration
SN_CRE
Stop button Navigation button Refresh button Delete button URL separator 1 URL separator 2
;
SAP AG 1999
Example of an HTML configuration using a WWW object ID and a transaction call from the action box
In this activity, you configure the HTML pages that can be executed in the application area. Under "HTML configuration", enter the name of the configuration, an explanatory text, and the source of the HTML page (URL, path in file system).
A URL with external parameters then has the following format:
"=" [[ "=" ]]
A URL can have the following appearance: http://server1/ABoxCalls/CustomerInquiry.html?Customer=0000815&SD_Doc=000000000002305 In this example, is "?" and is "&". separates the root URL from the block of arguments. separates the individual pairs of argument name and argument value. Because different pages can be used to process the arguments of different indicators, these values can be configured. SAP recommends using the separators "?" and "&", because the ITS (Internet Transaction Server) requires these values.
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HTML Configuration (2) - External Parameters
HTMLConfig
SERVICE_NOTIF_CREATE
External parameters Parameter NOTIF_TYPE
Text Multiline Element type Required Notification type Export and import E
customer Customer customer_name Customer name
Import Import
Proc.seq. 2
E
SAP AG 1999
If you want to pass on parameters to the HTML page at startup, you have to maintain them as external parameters.
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HTML Configuration (3) - Internal Parameters
HTMLConfig
SERVICE_NOTIF_CREATE
Internal parameters Parameter Customer
Text Customer
Equipment d_code d_codegrp dl_code dl_codegroup
Equipment Problem Code grp. - Problem Object part Code grp. - ObjParts
notif_text
Notification text
Multiline
Element type Export
Required
Proc.seq.
Export Export Export Export Export
E
Export
SAP AG 1999
Internal parameters are passed on by the HTML call.
Select the names of the internal and external parameters in accordance with the parameters that are expected by the URL of the HTML page.
The "Customer overview" component also calls an HTML configuration. This HTML configuration is called again whenever a business partner is identified or corrected. When you customizing this HTML configuration, make sure that you set the external parameters that will be supplied with data by object category ISUPARTNER to edit sequence 1, and the external parameters that you want to supply with the key (current business partner data) to edit sequence 2. Choose the names of the parameters as they will be expected in the called HTML page. You can also define an alternate HTML configuration that will be displayed whenever no business partner is currently identified. The name of this HTML configuration consists of the name of the HTML configuration for customer info plus an appended _INIT.
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HTML Configuration (4)
HTMLConfig
SAP
HTML configuration Text
SAP Home Page
External URL
http://www.sap.com
WWW object ID Configuration Stop button Navigation button Refresh button Delete button URL separator 1 URL separator 2
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Customer Overview (1) Customer Customer data data
This structure is based on HTML data selection PARTNER
Business Business partner Premise Contract account Utility contract Utility installation Device Print document Account info level 1 IM account balances IM BB plan 1 IM BB plan 2 IM BB plan 3 IM credit history IM customer payments IM dunning items IM paid items
Customer Customer contact
Customer Customer contacts contacts Service Service notifications notifications Service Service orders orders
Service Service order order Service Service notification notification Sales order Customer quotation
SAP AG 1999
To customize the HTML customer overview, go to Customizing under SAP Utilities -> Customer Service -> Customer Interaction Center -> Define HTML Customer Overview. You can use this activity to edit the HTML data selection (view) of the customer information function. The HTML data selection indicates which levels (nodes) and which data from the maximum number of available levels will be displayed.
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Customer Overview (2) This structure is based on HTML data selection ACCOUNT
Business partner partner Contract Contract account account
Customer Customer and and contract contract account account
Premise Utility contract Utility Utility installation Device
Print document Account info level 11
Account Account balance, account account overview, billing billing documents documents
IM IM account balances IM BB plan 1 IM BB plan 2 IM BB plan 3 IM credit history IM customer payments IM dunning items IM paid items
Premises Premises and and contracts contracts
Customer contact Service order Service notification Sales order Customer quotation
SAP AG 1999
You can also integrate the HTML customer overview in the application area in the CIC. To do this, go to Customizing, choose Utilities Industry -> Customer Service -> Customer Interaction Center -> Maintain Navigation and Application Area and then add the CUSTINFO component. You can also maintain a configuration for the CUSTINFO component under Customer Service -> Customer Interaction Center -> Component Configuration -> Application Area -> Maintain HTML Configuration of Application Area.
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Customer Overview
Enter Enter payment payment data data
Start process, process, e.g. e.g. •• Payment Payment •• Installment Installment plan plan
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The above example illustrates the call of a transaction from the HTML display within the application area.
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Customizing for the Navigation and Application Area
z Navigation area z Application area Tran spor t
z Information Views z Addendum: Customer Contacts
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Customer Overview: Requirements
z Flexible definition of
What is displayed (content)
How it is displayed (layout)
z Simple Customizing
No screen modifications
No re-coding of ABAP programs
z Integration in the CIC initial screen
Initial screen must be as static as possible, so that as few screen changes as possible (or none at all) are necessary
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Information Views
Customer center Simple display transaction
Process transaction
Information Views Display of print documents
Preprogrammed information views
C
Data environment (IS-U navigator)
Configurable information views
ct tra n o
Inquiry
?
SAP AG 1999
Transactions or report programs that provide information are known in IS-U as information views. The following information views are available in IS-U: y Simple display transaction: Common transactions that have usually already been defined, often in the form of BOR methods (Display customer, for example) y Process transactions: Usually a business process involving several entities, such as Move-in/out y Hard-coded information views: Fixed lists such as the Account overview, for example y Freely-configurable information views: Lists whose structure can be changed in Customizing y Data environment: Hierarchical lists that give the user a rapid overview of the data environment of an object (Connection object environment, for example) y Display of print documents: On-screen display of forms such as a bill
You can use the IS-U navigator to define your own data-environment-based information views.
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IS-U Navigator
Overview of the data environment for a selected object
Navigation allows you to branch to the detailed display of a single object Object link display relating to key date or period
Can be called from the front office, IS-U master data, or as an independent transaction
SAP AG 1999
The main task of the IS-U navigator is to display data environments for objects you specify. This will only work for objects that belong to an object type defined in the BOR.
Data environments can be called from the front office. To integrate a data environment into the front office, you use the BOR method BusinessView.DisplayEnvironment in Customizing for the relevant front office configuration.
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IS-U Navigator: Structure
Environment
Data Environment from 01/01/98 to 12/31/9999 Edit Goto Extras System Help
Business partner
1000000001 Smith Thomas
IS-U contract account 30000100001 private account Utility contract
01/01/98- **.**.** 1000000056 Walldorf 1012 Main St.
Utility installation 2000000074 Electricity Walldorf 1012 Main St., 1st floor Device 04/01/98 - **.**.** 900000000000004711 Device 01/01/98 - **.**.** 900000000000004812 Utility Contract Utility contract
Data environment relates to a key date or period Initial object: business partner Hierarchical structure of the data environment
03/01/98 - **.**.** 3000000998 Boston 1012 Main St.
Utility installation
40000009998 Boston Gas Main St. 10 1st Floor
Navigation to detail display possible
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The entry object does not have to be at the top of the hierarchy. The IS-U navigator also determines higher-level data objects.
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IS-U Navigator: Customizing IS-U Navigator: Create Configuration Environment Edit Goto Extras System
Help
z Define entry object z Create hierarchy:
Create parent Create child Create sibling
Business partner
IS-U Contract acct Utility contract Utility installation
z Define navigation type:
Device
Structure reader BOR navigation
Move-in document
z Maintain structure nodes:
Control Navigation Display options
ExportParameter SAP AG 1999
To create a navigator configuration in transaction ECNC, you first specify the entry object.
The object types that you can use in your hierarchy are predefined by the system. When you choose Create child, Create parent or Create sibling, the system proposes possible object types for you to select and assign to positions within the hierarchy. You can choose between object types whose objects are read either by the structure reader or via the BOR. Wherever possible, however, you should choose objects that are determined using the structure reader. There are two reasons for this: y 1. The structure reader is a special report program designed to fetch data more quickly than is possible via the BOR. y 2. The structure reader also determines a time relationship between the objects, which means that you can display time references in the navigator environment.
In structure node maintenance, you define y whether the object is to be displayed with time references (only if it is determined using the structure reader) y which nodes should be expanded when the environment is started y how the object is to be formatted at runtime (display options)
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Customizing for the Navigation and Application Area
z Navigation area z Application area Tran spor t
z Information Views z Addendum: Customer Contacts
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Addendum: Customer Contacts
At the conclusion of this addendum, you will be able to: z Create a customer contact z Customize customer contacts z Gather information on previous customer contacts
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What is Customer Contact Management?
Component for logging and analyzing contacts between a utility company and its customers
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General Requirements
Two-way customer contacts (Customer <-> Utility company) Automatic customer contact management Efficient and flexible analysis
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Which Data does a Customer Contact Contain? Manual
Automatic
With data entry
With or without data entry
Customer contact Business partner, contact person z Date and time of contact z Process description (contact class, contact activity) z Communication medium (type of contact: telephone, letter, etc.) z Reference to external documents (additional documents) z Priority z Assessment of the contact (the customer is dissatisfied, etc.) z Notes on the contact z Reference to data objects or documents z Self-defined data (division, company code) z
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In addition to the general data stored in the contact, you can store: y References to data objects ( such as a device number) and documents (such as a bill). You can also enhance the data fields stored in the contact.
If non-system documents (MS Word documents, for example) that are relevant to the customer contact exist outside the R/3 system, you can describe these documents in the Additional documents field in the customer contact.
Customer contacts can be assigned a priority to ensure that the most urgent activities are tackled first. In a future version of IS-U, this priority will be passed on to service orders.
In Customizing, you determine which data objects or documents are to be inserted into which customer contacts.
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Creation
Manual
Automatic
Automatic
With data entry
From a front office process or workflow
Within an IS-U transaction
With or without data entry
BCONTACT.CREATE
Customer contact SAP AG 1999
You create a customer contact manually if for example, you want to log an inquiry made on the telephone.
Customer contacts can be automatically created as an additional result of a transaction, such as changes to a budget billing amount. When a contact is created automatically and any of the data that is required to create this contact is unavailable, a dialog box is displayed to enter this data.
Use the BCONTACT.CREATE method in the BOR for creating customer contacts.
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Example: Customer Contact in the Business Process
Assign Enter Log bank details bank details customer in the Identification in the contact contract business account partner
Customer data is stored in the clipboard
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The logging of a customer contact can be part of a business process. In the above example, an customer contact is created when the bank details are changed.
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Structure of Customer Contacts
Contact class Complaint
Service
Information/
4711 Mrs. Schulz
Billing Reversed
Budget billing changed
Device complaint
Other
Quotation created Confirmation given
Billing created
Other
4712 Mr. Maier
Rate info given
Billing
Account Info given
BB info provided
Bill info given
MR info given
Other
Other
Contact activity SAP AG 1999
Individual customer contacts are described in IS-U by certain contact activities, which are grouped in contact classes.
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Contact Classes, Contact Activities
Activity Activity
Activity
Contact class Activity Activity
z Contact classes group the contacts, for example:
information, complaints, etc.
z Contact activities describe a process within a contact class, for example:
Rate information provided
Account information provided
Both of these belong to the Information contact class
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You can define contact classes and contact activities in Customizing to correspond to the customer contacts used in your enterprise.
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Object Links
z Object links in customer contacts are classified by their role, for example:
Move-in customer
Faulty device
z You can define roles in Customizing z You can allocate roles to contact activities, so that
an object link is mandatory
a maximum of one object link exists per contact activity
no object links can be created
z Object references are created as general object links using the generic object services z You can use as many objects as you want in a reference
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Configuration
z Aim:
Automatic creation of customer contacts
by z Pre-assigning certain fields in the customer contact
Contact class, contact activity
Contact type, contact direction, customer information, additional documents
Business partner and contact person (category, grouping, type, and function category of business partner)
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You can configure the system to automatically create customer contacts by pre-assigning various customer contact fields in Customizing.
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Configuration Determination
Call context = Program context + sub-context
z Dependent on calling program z Dependent on user
User group
Configuration User group
CUST CUST DEV ....
Program context
SAPLEC50 ....
SubSub-context Configuration
ABCD ...
001 002 003 .... .... ....
SAP AG 1999
The fields and screens of customer contacts can be configured to suit individual user groups. Each SAP user must be allocated to a user group. To do this, use parameter CUG (user specifications).
You can also define different configurations for particular programs. To find out in which programs you can do this, see the F4 help. In the example above, a different configuration is used whenever a particular user group uses the move-in function (program SAPLEC50).
If customer contacts are created within front office processes, no entries need to be made in the table. The Configuration parameter is assigned a value by the process data flow.
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A Customer Contact for Every Print Activity
IS-U print workbench Text 1
Text 2
Form class
Automatic customer contact for every printout
Application form
All bills
Specific bills only
Customizing SAP AG 1999
You can configure the system so that a customer contact is created after every print activity. triggered by the IS-U print workbench.
Customizing tables control how customer contacts are created. If a contact is to be created every time the form class is used for notifications, the control parameters must be defined in the form class.
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Analysis of Customer Contacts
Report RBCONTFO
Method ContactOverview
Account overview
Statistical overview
Contacts for a customer
As additional information
Analysis by:
Can be used in:
z
z
Business partner Date z Contact class z Activity
z
z
z
Workflows The CIC
Previous customer contacts can be called from the CIC
SAP AG 1999
The system gives the agent an up-to-date overview of previous customer contacts in the accounts overview display.
The customer contact overview is provided as a standard front office call.
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Customer Contact
Contact Contact is is created created with "End contact" with "End contact" Component: CONTACT_MAINTENANCE
Activate / deactivate deactivate contact contact creation creation
Contact Contact data data
Field Field for for user-defined user-defined text text SAP AG 1999
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Navigation and Application Area: Unit Summary
You are now able to: z Configure the Customizing settings for the
navigation and application area z Name the different information views z Configure and manage customer contacts
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Exercises Unit: Navigation and Application Area Topic: Configuring the Navigation and Application Area and Creating and Evaluating Customer Contacts • Configuring the data environment in the navigation area • Calling a data environment • Creating an IS-U Navigator environment • Integrating the IS-U Navigator environment with a CIC configuration • Processing customer contacts The CIC provides a fast, comprehensive overview of the environment of a specific data object. This chapter will explain how these data environment displays are configured and integrated as calls in the CIC configuration. In addition, the CIC provides various options for creating customer contacts. These options are illustrated below. 1
Components in the navigation and application area 1-1
The navigation and application areas each contain several tab strips that can contain special components like the clipboard, contact processing of the current customer contact, the customer overview, and the data environment. Determine the current instantiation under profile category DEFAULT_WORKSPACES in your CIC profile, ZPROF0##. Copy this profile to the name ZNAV0## (0##: group number). Write down 1. The selected clipboard component for the navigation area _________________________ and 2. The component in the environment of the navigation area and its profile. _________________________ Copy the latter profile to name ZUMF0## (0##: group number) and change the data environment display of the navigation area such that the business partner is now the entry object in the data structure. Define your profile, ZUMF0##, in the appropriate tab page of your navigation area in profile ZNAV0##. Then change the instantiation of profile category DEFAULT_WORKSPACES to ZNAV0## in CIC profile ZPROF0##.
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1-2
Displaying the IS-U data environment The IS-U navigator provides an overview of the environment of a data object (for example, a customer, a connection object, etc.) in IS-U. Display the environment of the connection object for the business partner with the customer number PJ0203A0## (0##: group number). 1-2-1 How do you proceed? ______________________________________________________ 1-2-2 Which devices are installed in the connection object? ______________________________________________________ 1-2-3 Navigate forward and display the bank details that are entered in the business partner. What did you find? Bank details________________________________________ Bank details________________________________________ 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? ______________________________________________________
1-3
Creating a navigator configuration You can define data environments for an object (for a business partner, for example) yourself. You define the information you want to see on your list. In this exercise, create a navigator configuration that looks like this: Z_GR0## I____ISUPARTNER Business partner I____ISUACCOUNT IS-U: Contract account I____ISUCONTRCT Utility contract I____BUDBILPLAN Budget billing plan I____INSTLN Utility installation 1-3-1 Create a navigator configuration Create a navigator configuration with the key Z_GR0## (0##: group number) and the entry object Contract account. 1-3-2 Create the hierarchy structure Create the hierarchy structure such that it looks like the diagram above. 1-3-3 Object type attributes Take the validity period into account for the utility installation. Save the navigator configuration.
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1-4
Integrate the navigator configuration as a call from the data environment of the navigation area. To be able to display the data environment for the contract account from within the CIC, you have to integrate it as a call in the action profile of the data environment in the navigation area. In the previous exercises, you created your own data environment, ZUMF0## (##:group number). Now add this call to the data environment. 1-4-1 Create the call Integrate your navigator configuration as a new transaction under the contract account. Select VKUM as the call ID code and Environment contract account as the description. You must also enter a short text that you would like to see used for this call in the CIC. Select an icon of your choice for the call. The method for this call is DISPLAYENVIRONMENT of object type ISUBUSVIEW. The processing type is now 2 Display/Change. 1-4-2 Define the data flow Define the export data flow for the following fields: Initial object, From-date (today’s date), To-date (today’s date) and Navigator configuration. Use your configuration Z_GR0## (0##: group number) as the navigator configuration. Now define the import data flow. Once the environment has been displayed, the Contract account object should be placed on the clipboard. Insert the relevant objects as target elements in the import data flow and assign them the appropriate values from the call container using F4 help. Save the action profile. 1-4-3 Display the data environment for the contract account From within the CIC, display the data environment for the contract account of business partner PJ0203A0##.
1-5
© SAP AG
Integrating an HTML page in the customer overview You want to display SAP’s Web site, http://www.sap.com ,in the customer overview of the application area. To do this, create an HTML configuration called ZCUSTINFO0## (##: group number) in the application area and integrate it as a component profile in application area ZNAV0##. Test your changes.
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Customer contact Business partner
PJ0203A0## (0##: group number)
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) D Double-rate meter
Water meter
PJ0203B0## (0##: group number) Single-rate meter
Move-in document 2-1
PJ0203A0## (0##: group number)
True or false? 2-1-1 You can only create customer contacts manually. ______________________________________________________ 2-1-2 You can define the customer contacts required by your enterprise in Customizing. ______________________________________________________ 2-1-3 Customer contact management provides the agent with a quick overview of a business partner's previous customer. ______________________________________________________ 2-1-4 The CIC contact contains all the objects related to the business partner that have been saved during the course of processing that business processor – even those that were placed in the clipboard. ______________________________________________________
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Creating a customer contact manually A customer calls your utility company and asks for information about her outgoing payment method. The agent displays the customer’s contract account and answers the question. The agent then logs the customer contact with a link to the contract account. This last step is the one you will carry out in this exercise. First, identify the business partner with customer number PJ0203A0### and create a customer contact. You can find the Create contact process in the action box under the Customer call group. To create a customer contact, select the activity Payment information. Select a contact type, and specify the contact as received. You also need to link the contact to the contract account. Attach the customer’s contract account in the form of a BOR object to the contact and create a note with the following text: Customer wishes to pay by direct debit. Save the contact.
2-3
Analyzing customer contacts When a customer calls, an agent will often find it helpful to have immediate access to records of previous contacts with the customer. The agent will usually call this information from the CIC. You can access an over view of the customer contacts at various points in the CIC. You will practice calling this in this section. Display all previous customer contacts for business partner PJ0203A0##. 2-3-1 To do this, use the Documents overview in the navigation area. 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 You will find the Customer overview in the Information call group. You can also display previous contacts here. Which customer contacts have already occurred?
2-4
Creating a customer contact within a business process Many business processes already incorporate the creation of a customer contact. You learn how to define a customer contact as a step in a CIC process in the next exercise. In this exercise, you will create a customer contact as part of a business process. The advantage of process chains like this is that values can be pre-assigned to certain fields in Customizing. Process description: The business partner PJ02030A0## (0##: group number) appears personally in the customer center. She wants to change her budget billing amount because she is expecting lower consumption in the future. The process Change budget billing plan consists of the following steps: Change budget billing plan Create customer contact A customer contact is created in the last step. The customer contact can contain predefined data such as: the contact class, contact activity and business partner.
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2-4-1 Start the Change budget billing plan process. Change the budget billing amount of the electricity contract to Euro 100 and the water contract to Euro 120. To do this, use the Change BB amount button in the budget billing plan. 2-4-2 Once you have saved, the screen for creating customer contacts automatically appears. Check that the budget billing plan has already been created as the object link. Change the contact type and save the customer contact. 2-5
CIC contact The CIC contact is a contact that automatically logs all the activities performed in the CIC when a business partner calls. In addition to the business partner, all the objects that are located in the clipboard when the contact is ended are also referenced. Call up the CIC and call up your business partner PJ0203A0## again. Call the customer overview. Copy the electricity contract to the clipboard. Return to the CIC and choose End contact to end the contact. Call the business partner again and navigate to the CIC contact that was just generated. Which object was referenced, and which contact class and contact activity were automatically selected? Where is the proposal for contact class and contact activity maintained for the CIC contact in Customizing?
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Solutions Unit:
Navigation and Application Area
Topic: Configuring the Navigation and Application Area and Creating and Evaluating Customer Contacts 1-1
Navigation and Application Area In the SAP Reference IMG, choose Customer Service → Customer Interaction Center (CIC) → CIC Profiles → Maintain CIC Profiles. The instantiation under profile category DEFAULT_WORKSPACES is ZNAV000. In the SAP Reference IMG, 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 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. In the IMG activity SAP Utilities → Customer Service → Customer Interaction Center → Define Data Environments for the Navigation Area, copy the ZUMF000 profile to your new ZUMF0## profile. 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 the Business Partner Attributes group box and save your profile. In the IMG activity Maintain Standard Settings for Navigation and Application Area, 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##. In the SAP Reference IMG, choose Customer Service → Customer Interaction Center (CIC) → CIC Profiles → Maintain CIC Profiles. The responsible profile category, DEFAULT_WORKSPACES, is given the instantiation ZNAV0##.
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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 alternate mouse button to select the Connection object environment. A list with the data environment for the connection object 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: Device:
PJ0203A0## PJ0203B0##
and
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 the bank details for the business partner are entered there. 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 the 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 the SAP Reference IMG, select 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.
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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 business partner into your list. To do this, choose the element from the structure reader navigation. 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 with 1-4
(Continue) and then save the entries.
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 Transaction (Create transaction). Enter data in the fields of the dialog box as follows: Transaction Call description Call desc. menu Icon name Processing type
VKUM Environment Contract account Environment Caccount use F4 help to select an icon 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. © SAP AG
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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& From-date DATE in the form YYYYMMDD To-date DATE in the form 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 primary 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 include the HTML configuration ZCUSTINFO0## in the 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. Recall the CIC. Enter business partner PJ0203A0## in the search criteria and press Enter twice to confirm. SAP’s home page should now appear in the application area.
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Customer contact Business partner
PJ0203A0## (0##: group number)
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 2-1
PJ0203A0## (0##: group number)
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## (0## group number) 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 input help. In the Contact type field, use the input 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.
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2-3 2-3-1 To do this, use the Documents overview in the navigation area and press the Refresh button to refresh the display. Expand the previously saved contacts and select the Initial Reporting of a Move-In contact from the list by doubleclicking 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 You can get the customer contacts that have already been created from the display on the documents tab page. 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. Once you have started the Change Budget Billing Plan process, a dialog box for Water appears. Select a line that has not yet been used in a bill. You go automatically to the change mode for the budget billing plan. Press the Change BBamt button. Another 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 Euro 100 and for water to Euro 120. Choose Enter. You return to the initial screen and can see that the budget billing amounts have been changed. Save your 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.
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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 group box 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 find this preassignment in the SAP Reference IMG, under Financial Accounting Æ Contract Accounts Receivable and Payable Æ Basic Functions Æ Customer Contacts Æ Define Configuration Determination in the Program column, CL_ISU_CONTACT_WORKSPACE======CP. It refers to the configuration CIC_DEF. You define the configuration itself in the SAP Reference IMG, under Financial Accounting Æ Contract Accounts Receivable and Payable Æ Basic Functions Æ Customer Contacts Æ Define Configuration Determination.
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Front Office Processes
Contents: z Using front office processes z Customizing front office processes z Special methods for modeling complex front office processes
SAP AG 1999
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Front Office Processes: Unit Objectives
At the conclusion of this unit, you will be able to: z Create front office processes z Use special support methods in front office processes
SAP SAP AG 1999 AG 2001
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Calls (technical) Calls (technical)
z Methods (from the BOR)
Change customer Data environment of connection object
C IC
file o r p
z Front office processes
Change bank details SAP Utilities
z Workflows
Disconnection/reconnection Service connection
z Test runs (CATT procedures) z BDC sessions SAP AG 2003
Behind every front office call you always find one of the four process categories listed above.
BOR methods: Methods from the Business Object Repository have a significant part to play in integrating business processes into the front office. Methods are also the smallest units with which you can work when configuring front office processes and workflows.
Computer Aided Test Tool (CATT): CATT procedures are not based on BOR methods. A CATT procedure is a record of a specific sequence of R/3 transactions that can be executed and transported in batch input. First, the transactions are executed in their most typical sequence. This sequence is recorded to form a business process. Transactions are always in a fixed linear sequence. CATT procedures should therefore be used as a last resort and only if no BOR methods exist for the transactions and applications you need to integrate in your business process. For a detailed description of how to create CATT procedures, please see the documentation under R/3 library -> Cross-application components -> Computer Aided Test Tool.
Workflows: The definition of workflows is described in detail under R/3 Library -> Basis -> Business Management -> SAP Business Workflow.
Front office processes: You can model front office processes for use in the IS-U system only. This unit describes the modeling of front office processes in detail.
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Business Object Repository (BOR) BOR Object Type BOR objects Customer 10004711 Customer 10004712 Customer 10004713 ...
Contract
Cust.
Methods Change Create Display ...
Key fields Customer number ....
Attributes Name Customer group Address ...
Events Customer created Name changed ...
SAP AG 1999
The Business Object Repository is the strategic, object-oriented interface with R/3 business functionality.
The BOR is a fundamental prerequisite for configuring and using the front office.
A BOR object type describes the attributes and applications that objects of the same type (customers or contracts, for example) have in common. A BOR object is a specific instance of a BOR object type, as in, for example, customer Smith with customer number 10004711.
A BOR method can be used as a front office call. You can, for example, use the method CREATE with the object type ISUPARTNER to integrate a front office call for creating a customer into the front office. This is a simple example of a front office call. For more complex business processes, you may need several steps - that is, a sequence of several BOR methods.
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Call Definition: Method
z Uses the Business Object Repository and a method z To determine whether a BOR is available:
Press F4 and search for Description or
SWO1 and search the Business Object Repository
Choose business objects / organizational categories
Display the object type and determine the suitable method
Parameters: Are exported for the transaction
SAP AG 1999
Accessing the directory of business objects:
Tools --> Business Workflow --> Development --> Business Object Builder
The following information is helpful in determining suitable BORs: y The method should have a dialog, otherwise it will not be displayed. y If the parameters do not contain the information that you want to transfer from the CIC (such as the customer number), then you don't have the right BOR. y BAPIs (characterized by a green dot) are usually not suitable for CIC transactions.
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Call Definition: Workflow and Test Procedure
z Workflow
Define the task type and task ID
z Test procedure (CATT)
Requirements regarding window size and command field confirmation
Not very effective in the call center environment
SAP AG 1999
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What Is a Front Office Process?
z A sequence of R/3 functions that represent a business process z A process carried out by a front office agent z A process that is dealt with immediately z A process that can trigger background processes (workflows)
SAP AG 1999
A front office process enables you to model R/3 functions in a pre-defined sequence.
The purpose of a front office process is to model a business process in the system that can be carried out immediately in the front office by an agent in direct contact with a customer.
A front office process can be cancelled at any time.
A front office process can contain a workflow as one of its process steps. In such a case, the workflow is triggered by the front office process, which then proceeds immediately with the next process steps (so it is not necessary to wait for the workflow to be completed).
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Front Office Process: Example
Step 1 BOR method
Identification
Enter bank details in the business partner
Step 2 BOR method
Step 3 BOR method
Assign bank details in the contract account
Log customer contact
Customer data is stored in the clipboard
Change Bank Data SAP AG 1999
This slide illustrates a simple example of a front office process. The process Change bank data comprises three process steps. Behind each process step is a method from the Business Object Repository.
In the first process step, the business partner is changed using the method ISUPARTNER EDIT.
In the second process step, the contract account is changed using the method ISUACCOUNT EDIT.
In the third process step, a customer contact is created using the method BCONTACT CREATE.
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Front Office Process (Technical)
Step 1
Step 2
Step 3
Front office process
Workflow
BOR method
z Sequence of process steps from
BOR methods Front office processes Workflows CATT procedures Editor steps
z Used for modeling customer-specific business processes SAP AG 1999
Customizing for front office processes is a powerful tool which enables you to integrate complex IS-U business processes into the CIC/front office.
A front office process consists of one or more process steps, which can, in turn, consist of other processes.
An editor step is a screen that is generated by the system with fields that are a direct reflection of its defined parameters. An editor process enables you to enter data required by subsequent process steps. You use the data flow to define how the entries made by an agent are processed by the front office process. For the fields in an editor step to be processed further, the subsequent steps have to be able to import the parameters. An example of such a process is Workflow with users/notes, which is supplied as part of the standard IS-U system.
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Differences Between Front Office Processes and Workflows
z Front office processes: Chain of processing steps that
Are usually to be processed immediately
Are carried out by front office agents
Are not logged
z Workflow: Chain of processing steps that
Are not processed immediately (back office)
Are carried out by different agents and/or departments
Are logged
SAP AG 1999
The purpose of a front office process is to model a business process in the system that can be carried out immediately in the front office by an agent in direct contact with a customer. A workflow, on the other hand, is used to send tasks to specific agents for processing via the integrated inbox.
Unlike a workflow, a front office process is not a persistent. That means the sequence of a front office process is not written to the database. The progress of a workflow, on the other hand, is stored in the database in the form of a step log.
A front office process can be cancelled at any time. A workflow process must be completed according to its pre-defined end point.
A front office process can contain a workflow as one of its process steps. This means that workflows can be triggered by front office processes. After a workflow has been called, the system resumes the front office process, meaning that the subsequent steps can be processed immediately.
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Data Flow of a Front Office Process
CIC data CIC CIC data data flow flow Process container Process Process data data flow flow 1
2
3
Process step 1 container
Process step 2 container
Process step 3 container
Import data flow Export data flow
SAP AG 1999
Just as in SAP Business Workflows, every front office process has its own data container which contains all the data necessary to control the process.
Each process step also has its own container. This is supplied during runtime with data from the process container by the process manager .
The necessary parameters for the process container are pre-defined by the process step interface. These parameters are assigned suitable values via the data flow defined for each process step. Taking the data flow for the call as a whole into account, an import and an export data flow is defined for each individual step.
The values available for use in the import data flow are constants, system fields and data from the process container.
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Data Export and Data Import
Bus. object display Service notification
200000334
Customer
Becker Berlin
Import from transaction to business object display
Export from business object display to transaction
SAP AG 1999
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Action Box Call: Data Flow
z Export data from the business object display to the transaction
Customer number, contact person, order number
z Export constants to the transaction
System date, time, user ID, order types, priorities
z Import data from the transaction back to the business object display
Document numbers, material numbers
z Main object is already known from the call
SAP AG 1999
The Maintain Data Flow screen is displayed as soon as a new call is created. If the call already exists and you want to update the data flow, position the cursor on the call and click on Data flow.
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Data Flow: Clipboard --> Transaction Example: Start an action box call from the clipboard Transaction <== Customer Interaction Center Export customer from business object display to transaction
Data exported to transaction
Data imported to business object display
SAP AG 1999
© SAP AG
Customer Interaction Center <== Transaction Contact imported from transaction to business object display
Constants can be defined if the method supports these parameters. No additional customizing is required.
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Data Flow: Context Menu --> Transaction Example: Starting a transaction from the context menu Transaction <== Customer Interaction Center Customer data is exported from context menu to transaction
Data exported to transaction
Data imported to business object display
Customer Interaction Center <== Transaction Processed object from transaction is imported to business object display
SAP AG 1999
The following objects are available to define your new data flow: <*NODEOBJECT*>: The object selected at runtime <*ROOTOBJECT*>: The current business partner at runtime
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Available Data Flow Functions
z Display target element setup
z Add new priority
z Delete priority/target element
z Create new target element
SAP AG 1999
Target element: Specifies an element of the same type and with the same structure for export; the transaction expects these properties. The target element can have either an object reference or a DDIC reference. The target element can be configured such that it supplies the required information for the import.
Adding a new priority: Copies the line in the current cursor position and increases the priority. This makes it possible to have different sources for the same target element. When one source cannot provide the requested data, the second source is used.
Deleting a priority/target element: Deletes a line in the export data flow. If the line was added with Add priority, the remaining rows of the affected target element are all assigned new priorities.
Create new target element - Data source via F4 help - Available data sources: - Constants - System fields such as sy-uname - Containers that contain the business object display
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Front Office Process: Editor Steps
BOR method
...
Enter connection object data
Create connection object in background
...
z The editor step is a screen used for data entry
It simplifies the data entry process It enables you to enter additional data It enables you to customize the entry fields
SAP AG 1999
You can insert your own screens into a front office process. You can also determine yourself which data fields the screens contain.. You configure the data transport for the subsequent object methods when you define the data flow in the editor step.
For an example of an editor step see the FO process IDCREAT. You can create new connection objects using the method CREATEDIRECT without using dialog steps. To do this, enter the appropriate data in the previous editor step, IDCPAR2.
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Front Office Process: Markers
z Enable you to jump to specific steps of a front office process z The methods of type CCPSJUMP use markers
FO process jumps when condition is met (IRESULT)
Marker CCPSJUMP .ONTRUE
SAP AG 1999
You can use a front office processes to model complex business processes whose progress is dependent on the result of other processes (conditions). This is done using special methods in combination with markers.
The object type CCPSJUMP enables you to jump to certain steps in a process, provided that the step is executed with a marker. You can use the following methods: y CCPSJUMP.ONFALSE
FO process jumps to subsequent step is condition is incorrect
y CCPSJUMP.ONFALSE
FO process jumps to subsequent step is condition is correct
y CCPSJUMP.UNCONDITIONAL
FO process always jumps to subsequent step
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Marker: Example
Enter connection object data
Editor step with Marker 1 Data entry screen
Create connection obj. in background
CONNOBJ.CREATEDIRECT The system creates a connection object in backgro
Errors? Yes
No
CCPSJUMP.ONFALSE Jump to marker 2 if no errors occur (condition incorrect) CCPSMSG. EXEC Output error message
Output error message
CCPSJUMP.UNCONDITIONAL Jump to marker 1
PREMISES.CREATEDIRECT with marker 2 The system creates a premise in the background
Create premise in background
SAP AG 1999
The above example is extracted from the front office process IDCREATE initial data creation.
Error messages are outputted using the method CCPSMSG.EXEC.
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Front Office Process: Table Processing
z You can process table entries in a front office process z Methods of object type CCPTAB read, count and process table entries
Table
CCPTAB. LINES
z Can also perform calculations z Methods of object type CCPMATH add, subtract and check consistency SAP AG 1999
The object types CCPTAB and CCPMATH contain functions which can be used to assist the processing of tables.
You can use the following methods: y CCPMATH.INCREMENT
Increments input parameters
y CCPMATH.ADD
adds two more input parameters
y CCPMATH.EQU
checks the consistency of two input parameters
y CCPTAB.LINE
Determines the number of table lines
y CCPTAB.READLINE
Reads table lines
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Table Processing: Example Enter installation data Determine number of table entries Increment register by 1
Editor step Data entry screen CCPTAB.LINES Determine number of table entries CCPMATH.INCREMENT with marker 1 Increment register by 1
Table entry with line = read register
CCPTAB.READLINE Read a table row
Create installation in background
INSTLN.CREATEDIRECT Create installation in background
Register = number of table entries? No
Yes
CCPMATH.EQU Check two numbers for consistency CCPSJUMP.ONTRUE Jump to marker 1 if condition is met
SAP AG 1999
The above example shows how to insert a loop into a front office process. More than one installation can be created during initial data creation. The necessary data is entered in the table as part of an editor step. The loop can run several times based the number of table entries created in each installation.
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Front Office Process: Initial Data Creation (1) Does connection object already exist? Yes
No
Enter IDC data Enter IDC and connection object data Create connection obj. in background Errors? No
Yes
Output error message Create premise in background Create device loc. in background Determine number of installations Create installation? SAP AG 1999
The above example is extracted from the front office process IDCREATE initial data creation.
The standard process Initial data creation contains the following functions: y Creation of a connection object, if one does not already exist y Creation of a premise and a device location y Creation of one or more installations (or none, if not necessary) y Creation of a service order
The Initial data creation process runs in the following sequence: First, all the data required for an initial data creation can be entered in a parameter screen. This includes all the address and premise data. The data of the installations(s) is entered in a separate table. If you do not specify a connection object then the system creates a new one automatically. The system then creates a premise and a device location in background. It uses the data entered in the parameter screen. Before the system creates the installation(s), it uses the table entries to determine exactly how many installations to create.
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Front Office Process: Initial Data Creation (2)
Create installation? No
Yes
Create installation in background Errors? Yes
No
Output error message
Create additional installations?
Enter installation data
No
Yes
Create SM order End of IDC SAP AG 1999
The above example is extracted from the front office process IDCREATE initial data creation.
A loop has been developed to enable you to create several installations simultaneously. The creation of these additional installations is summarized in the FO subprocess IDCREAT2 Initial data creation subprocess, in which the FO process IDCREAT is called in one of the steps. Once all the installations have been created, the system creates a service order for device installation.
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Front Office Processes: Unit Summary
You are now able to: z Create front office processes z Use special support methods in front office processes
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Exercises Unit: Front Office Processes Topic: Creating a Front Office Process
• Creating a front office process
Typical business processes in your company can be modeled in IS-U using front office processes. In the following section you are going to create a front office process comprising a number of different steps.
1-1
Creating a front office process One business process that has to be performed frequently at a utilities company is the creation of an installment plan. Once the installment plan has been created, a customer contact must be logged. This customer contact must be linked to the installment plan using an object supplement. To be able to initiate this business process from the CIC, you first need to define a front office process consisting of two steps: Creating an installment plan and Creating a customer contact. 1-1-1 Create a front office process Create a new front office process with key ZIPL_0## (0##: group number). Enter the description Create installment plan in the header data of the front office process. 1-1-2 Create the process steps The process steps represent the actual activities themselves that together make up the front office process. Insert two steps as process steps. For the first step, use Create installment plan (step number 10, object type) and, for the second step, Create customer contact (step number 20). Both steps are methods in the Business Object Repository (BOR). Open another session and display the BOR. Use the structure search function to find the relevant object types in the Contract accounts receivable and payable and Customer service components within the Utilities industry component. Display the two object types and their methods.
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The step numbers are freely-definable and merely indicate the sequence in which the steps are performed. If you assign your steps the numbers 10 and 20, for example, you leave yourself the option of creating other steps between these two later, if necessary. 1-1-3 Fill the process container The process container contains all the data required in the course of the front office process. The data flow between the Front Office Workbench and the front office process (see the section on Front Office Configuration) or between the individual process steps and the process container can only be described later if all the necessary parameters have been stored in the process container. To define the data container for the entire process, answer the following question: Which parameters must be imported into the process container from the Front Office Workbench and which parameters must be exported? Fill the process container with the data necessary to achieve the following result: You want to create an installment plan for the open items of a contract account, which means that the contract account should be passed on to the process. The second process step is to be supplied with information about the installment plan (for the link to the installment plan). You must be able to return the customer contact, contract account and installment plan to the Front Office Workbench so that they can be stored in the clipboard, for example. The name you chose for the elements is used in the process container, which means that these element names are used in data flow definition.
1-1-4 Define the data flow Within front office process definition you will now describe the data flow between the process container and the individual process steps, so that these steps can be supplied with the values known to the process. In the export/import data flow, you assign appropriate elements, such as those in the process container, to the parameters of each individual step. You can display these elements using the field help. In the container are all the fields/element attributes you specified, as well as the system fields/constants. The elements that may match the parameters are colorcoded (see the color legend).
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Define the data flow of the individual steps in the process. Note the following specifications: 1. First step: Create installment plan To be able to create the installment plan for a contract account, pass the contract account in object form to the process step. Once the installment plan has been created, pass it to the process container so that it can be passed on to the next step later. 2. Second step: Create customer contact To allow as much automation as possible during the creation of the customer contact for this business transaction, the following fields have to be supplied with values at runtime: -
The business partner (BUSINESSPARTNER) for whom the installment plan was created. Use the input help to find the business partner as an attribute of the contract account.
-
The contact type (CONTACTTYPE) Telephone. Use the input help and look under the constants.
-
The contact class (CONTACTCLASS) Contract account. Use the F4 help and look under the constants.
-
The contact activity (CONTACTACTIVITY) Installment plan created. Use the input help and look under the constants.
-
The user who created the contact (CREATEDBY). Use the input help to find the user in the system constants.
-
The object supplement (CONTACTOBJECTS) that provides a reference in the customer contact to the installment plan created. Look for the object type Installment plan in the container.
-
The date (CREATEDON) on which the customer contact was created. Use today’s date as defined in the system fields.
Once the customer contact has been created, it should be copied to the process container. Save the front office process.
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1-2
Integrating the front office process as a call in the CIC configuration In this section, you will integrate the FO process you created into your CIC configuration in order to test the process. First call up the data environment you created in the previous unit, ZUMF0##, for the navigation area and perform the following steps: 1-2-1 Maintain the activity profile Select your data environment, ZUMF0##, and press the Maintain activity profile button. Expand Transaction group 0003 Account. 1-2-2 Integrate the FO process as a call Integrate your Create installment plan front office process with transaction group Account. Select 0305 as the transaction and Create installment plan as the description. You must also enter a short text that you would like to see used for this call in the CIC. Select an icon of your choice for the call and the appropriate processing type. The parameter dialog is to be specified by the process and the front office process is to be started in the application area whenever possible. 1-2-3 Define the data flow You now have to define the data flow between the Front Office Workbench and the front office process for each individual call. In the section entitled Create a front office process, you have already defined the FO process container and the data flow between the individual process steps within the front office process. Define the data flow for the Create installment plan call. Define both the export data flow (from the Front Office Workbench to the process container) and the import data flow (from the process container to the Front Office Workbench). First, define the export data flow. The process will be supplied with values that the CIC agent chooses from the data environment of the navigation area. The target elements in the export data flow are generated from the import parameters of the front office process. You already defined this in the Front Office Processes section. You use the input help to assign values from the Front Office Workbench to these target elements. The system highlights the most appropriate values for each parameter in a different color (see color legend). For an explanation of the values available via input help, please see the slide entitled Sources of Data in the Data Flow. This should enable you to choose the correct values.
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Now define the import data flow. Once the Create installment plan call is completed, the contract account, contact, and installment plan should be placed in the clipboard. Insert the relevant objects as target elements in the import data flow and assign them the appropriate values from the call container using input help. You can predefine the target elements in the import data flow yourself. Always ensure that the target elements can be supplied with values from the call container. For an explanation of the values available in the call container at the time of the import data flow, see the slide entitled Sources of Data in the Data Flow. Save the action profile of the data environment. 1-2-4 Test the configuration and call You have now customized both a CIC configuration and a front office process. You are now ready to create an installment plan and a customer contact from your CIC configuration. Test this process with the following steps: 1. Call the CIC. 2. Enter business partner PJ0203A0## (0##: group number) in the search criteria and start your Create installment plan call. To do this, click the primary mouse button on the contract account in the data environment of the navigation area, and choose the call you just defined. 3. Select the due items for which you want to create an installment plan. 4. Assign the installment plan the repayment plan category 0001 and today’s date as the start date. Choose the Installment plan function. The system generates an installment plan for you. Save the newly created contact. 5. The Create Customer Contact screen appears. Save the entries. 6. You are now returned to the CIC, where your clipboard now contains the contract account, the generated contact, and the installment plan you just created in addition to the business partner.
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Solutions Unit: Front Office Processes Topic: Customizing a Front Office Process Front 1-1 Creating a front office process 1-1-1 Create a front office process In the SAP Reference IMG, select SAP Utilities Æ Customer Service ### Front Office ### Define Front Office Processes. Enter the key ZIPL_0##. Choose Create. Choose to go to the header data and specify the description Create installment plan in the Text field. Choose (Continue) to confirm. 1-1-2 Create the process steps Create a second session using System → Create session and then select Tools → Business Workflow → Development → Definition Tools → Business Object Builder from the SAP menu. Use the structure search function in the input help to search the SAP Applications Hierarchy for Financial Accounting → Contract Accounts Receivable and Payable → Mass Contract Invoicing: Central Objects. There you will find the object type INSTMNTPLN for the installment plan. Similarly, choose Financial Accounting → Contract Accounts Receivable and Payable → Business Transactions → Customer Contact → Business Partner Contact to find the object type BCONTACT. Double click to select this entry and display this object type. A hierarchy appears. Under the entry Methods in the hierarchy you will find, among others, the method CREATE for creating the object types. Return to your initial session and place the cursor on the Process steps entry. Use the Step (Create step) function to create the first process step, Create installment plan, with step number 10. Choose the step category Method and enter the object type INSTMNTPLN with the method CREATE. Choose (Continue). To create the second step, proceed as above but specify step number 20, the object category BCONTACT and the method CREATE.
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1-1-3 Fill the process container As the installment plan is to be created with reference to a contract account, an element with the object type ISUACCOUNT (contract account) should be imported to the process container to ensure optimum data flow. As the installment plan is to be attached to the customer contact as an object reference, the process container must also contain an element of object type INSTMNTPLN (installment plan). As these parameters are to be exported, the process container must contain elements with the object types BCONTACT, ISUACCOUNT and INSTMNTPLN as export parameters. Position the cursor on the Process container field and choose the function Create container element. A dialog box appears, in which you enter the data required to create the elements. Fill the process container with the following elements, object types and attributes: Element
Object Type
CAccount ISUACCOUNT Customer Contact BCONTACT Instplan INSTMNTPLN
Name
Parameter Attribute
Contract account
Export/Import
Customer contact Installment plan
Export Export
For the data type reference use the reference to an object type, as object types contain more information than ABAP Dictionary fields. If you use object type ISUACCOUNT, for example, you have access in the process container not only to the contract account number but also to the business partner for this contract account. 1-1-4 Define the data flow 1. Step 1: Create an installment plan Position the cursor on the Create installment plan step and choose the Data flow. In the export data flow (transaction Å front office process), assign the first step a value for the contract account and the business partner: Contract account &CACCOUNT.CONTRACTACCOUNT& Business partner &CACCOUNT.PARTNER& Placeholders are used to indicate variables that are assigned values at runtime. You can find the name for the placeholder for the contract account in the process container by looking under the description you selected for the element - in this case: CAccount.
In the import data flow (front office process Å transaction) of the first step, assign the installment plan object to the process container: Installment plan © SAP AG
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&<*MAINOBJ*>& indicates a predefined element with a special meaning. When a method is called, <*MAINOBJ*> always contains the object reference to which the method refers.
2. Step 2: Create customer contact Position the cursor on the Create customer contact step and choose the function Data flow. In the export data flow (front office process Å transaction), supply the first step with the following values: Business partner CONTACTTYPE CONTACTCLASS CONTACTACTIVITY CREATEDBY CONTACTOBJECTS CREATEDON
Cont.Acc. BUSINESSPARTNER 001 0011 0002 %UNAME% &INSTPLAN& %DATE%
In the import data flow (front office process Å transaction) of the first step, assign the customer contact object to the process container: Customer contact
&<*MAINOBJ*>&
Placeholders are used to indicate variables that are assigned values at runtime. You can find the name for the placeholder (for the user name) in the system fields under UNAME. System fields will always be recognized and do not need to be specified explicitly in the process container. Save the front office process. 1-2
Integrating the front office process in the front office configuration In the SAP Reference IMG, select: SAP Utilities → Customer Service → Customer Interaction Center → Define Data Environments for the Navigation Area. Enter your data environment, ZUMF0##, and choose Maintain action profile.
1-2-1 Choose a transaction group Scroll through the calls to Transaction group 0003 Account. This will display all the previously defined calls for the contract account.
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1-2-2 Integrate the FO process as a call Position the cursor on the Transaction 0304 field and choose function Create transaction. Enter data in the fields of the dialog box as follows: Transaction Call descrip. Call desc. menu Icon name Processing type
0305 Create installment plan Create installment plan use F4 help to select an icon 1 (Create)
In the call definition, choose type FO process and enter ZIPL_0## in the BusProcess field. Choose the Standard (generated) parameter dialog. In the runtime information, activate the function Run in application area if possible. Choose
(Continue) to confirm your entries.
1-2-3 Define the data flow Press Enter to go to the Data Flow definition. In the export data flow, use input help to assign the following value to the contract account: Contract account &NODEOBJECT& Use the
Account (green background)
New target element function in the import data flow to create
1. Element CAccount with data category preference Object type ISUACCOUNT 2. Element BContact with data category preference Object type BCONTACT 3. Element IPlan with data category preference Object type INSTMNTPLN Use F4 help to assign the following values to the target elements (green background): CAccount BContact IPlan
Contract account Customer contact Installment plan
&CONTRACTACCOUNT& &CONTACT& &RPLAN&
Go Back to exit the definition of the data flow and save the data environment. 1-2-4 Test the configuration and call Proceed as described in the above exercise.
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Disconnection and Reconnection
This unit: z Explains the business processes disconnect and reconnect z Introduces the disconnection document concept z Describes the workflow provided for this process z Shows you the Customizing options
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Disconnection and Reconnection: Unit Objectives
At the conclusion of this unit, you will be able to: z Use the disconnection document z Display the service orders z Carry out disconnection and reconnection using the workflow z Specify the settings in Customizing
SAP SAP AG 1999 AG 2001
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Disconnection and Reconnection: Business Scenario
A customer who has arranged to settle his utilities bills in cash is in arrears with his payments, despite repeated reminders. IDES Utilities Inc. therefore has no choice but to disconnect the electricity supply until the outstanding amounts have been paid. The disconnected devices are to be reconnected as soon as the payments have been made. To achieve this scenario, the project team uses the IS-U functionality for disconnecting/reconnecting:
z Disconnection documents, disconnection orders, reconnection orders z Links to PM order management z Workflow to automate the entire process flow from disconnection to reconnection
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Process of Disconnection and Reconnection
Create disconnection document
Create disconnection order
Agent/ system
Perform disconnection
Enter disconnection data Confirm disconnection order
Technician Technician Agent
Agent/ system
Enter reconnection Confirm data reconnection order Perform RECONN.
Agent Technician
Trigger RECONN. Create reconnection order
Agent/ system
Agent/ Agent/ system system
SAP AG 1999
The graphic shows a possible procedure for the business process disconnect and reconnect:
Disconnection is triggered either manually by an agent (if the customer has requested the disconnection, for example) or automatically by the system (if, for example, the disconnection dunning level has been reached in the dunning run). The system then generates a disconnection document. Disconnection documents can also be created manually by agents.
The system generates a disconnection order, complete with all the documents the technician needs to disconnect the installation.
The technician carries out the disconnection using the documents.
The disconnection is performed in the system: the disconnection order is confirmed and disconnection data is entered. The confirmation status indicates whether the visit was successful or not (for example, disconnection performed, entry not possible).
Reconnection is triggered either manually by an agent (if the customer requested the original disconnection, for example) or automatically by the system (if, for example, payment has been received since the disconnection dunning level was reached in the dunning run).
The system generates a reconnection order, complete with all the documents the technician needs to reconnect the installation.
The technician carries out the reconnection.
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The reconnection is performed in the system: the reconnection order is confirmed and reconnection data is entered. The confirmation status indicates whether the visit was successful or not (for example, reconnection performed, entry not possible).
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Disconnection Triggers
FI-CA dunning level reached Create disconnection document
Customer request System Technical reasons
Vacant status (move-out without move-in) SAP AG 1999
The disconnection is initiated when the disconnection dunning level is reached in Contracts Accounts Receivable and Payable (FI-CA) for the relevant contract account. When the dunning notice is printed, a disconnection document is generated automatically. A disconnection order can be generated from this disconnection document. This initiates the disconnection.
Disconnection is also initiated if the customer requests it, if it is necessary for technical reasons, or if the customer moves out of the premise.
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Disconnection Document: Log Function
Create disconnection document
Create disconnection order
Agent/ system Agent/ system
Perform disconnection
Technician
Disconnection document
Enter reconnection Confirm reconnection data order Perform RECONN.
Agent Technician
Enter disconnection data Confirm disconnection order
Agent Trigger RECONN.
Create reconnection order
Agent/ system
Agent/ system
SAP AG 1999
The processing unit for the agent is the disconnection document. A disconnection document is created for every business process or instance of disconnection. It is used for logging the individual steps of the process. It enables you to branch directly to the entities included in the process.
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Disconnection Document and Reference Object FI-CA dunning level reached
Contract account
Vacant status (no move-in after move-out)
Contract
Premise
Connection object
Customer request
Premise Technical reasons
Contract account Contract
Installation Device SAP AG 2003
The reference object is used to determine potential disconnection objects: all the devices or flat-rate installations (disconnection objects) that are subordinate to the reference object in the IS-U data hierarchy are proposed for disconnection in the disconnection document. Exception: installations that have an explicitly guaranteed supply cannot be disconnected.
Disconnection documents generated when the disconnection dunning level is reached contain all the contract account items that had reached the disconnection dunning level when the last dunning notice was printed. The devices or flat-rate installations that can be disconnected are therefore determined on the basis of the contract account. You can display default values for contracts. However, the contract account remains the reference object (the contract alone is not a reference object). The selection process is described in more detail later.
Disconnection documents created when a customer moves out and no new customer is to move in apply to all the devices in a premise.
It is also possible to carry out disconnection for specific objects (for technical reasons or if the customer requests it). The levels at which you can disconnect are: connection object, premise, contract account, contract, installation, or device.
The object on which the disconnection order is based is displayed in the disconnection document as the reference object.
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Disconnection Document: Components
Disconnection doc.
Disconnection Document: Change Edit Goto Extras System Help
Data hierarchy Change/display reference object
Reference object Disconnection activities Release Disconnection order Entry of disconnection Reconnection order Entry of reconnection data Completion
Detailed display
Disconnection objects Detailed display of device/ installation
Device 1 Device 2 Flat-rate installation
SAP AG 1999
The reference object is recorded in the disconnection document. Here, you can display the reference object, branch to the data hierarchy of the reference object, or switch to a different reference object.
All disconnection and reconnection orders created (including their parallel PM orders) and all entries of disconnection and reconnection data are recorded as disconnection activities in the disconnection document. You can also branch to the service orders and to the disconnection data.
All the devices in the disconnection document are recorded as disconnection objects in the document. You can branch from any device to the material serial number display. Disconnection occurs per device. Disconnection of flat-rate installations is also possible.
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Confirm Disconnection Order
Relevance to billing Confirmation status
New order
Confirmation Enter disconnection method
Calculate charges Enter billing
SAP AG 2003
Default confirmation statuses are defined in Customizing and can be overwritten. For example, you can substitute the status Devices disconnected with No one home.
You can also create a new order. This makes sense if the customer wasn't at home and you therefore need to create a new order.
An indicator for billing relevance allows you to decide whether the basic price should still apply at the time of disconnection. To use this function, you have to establish settings for basic price calculation in the schema step. In this schema step, you would select the Disc. period exempt field. The field for billing relevance is selected as follows: y Field selected: The basic price is not charged for the disconnection period when the installation is billed. y Field not selected: The basic price is charged for the disconnection period when the installation is billed. It is possible to select this field during order creation.
You can enter the disconnection type (device sealed, for example).
You can enter meter reading results (or estimations)
You can charge fees for disconnections using a charge schema in Customizing.
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Reversal of Disconnection Activities
Disconnection Disconnection document document Disconnection Disconnection activities activities 6 Release Release 5 Disconnection Disconnection order order Entry Entry of of disconnection disconnection Reconnection Reconnection order order Entry Entry of of reconnection reconnection data data Completion Completion
4 3
2 1
You can cancel activities in disconnection documents in reverse order (last to first)
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You can cancel activities in the disconnection document in reverse order, that is, from last to first only.
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Disconnection Document: Basic Functions
Disconnection document Disconnection/ reconnection order
Entry z
Selection of objects
z
Selection of objects
z
z
Creation of service orders or notifications (PM)
Confirmation of disconnection/ reconnection order
z
Enter meter readings
z
Charge schema
z
Relevance to billing
SAP AG 1999
Disconnection and reconnection orders are created as follows: - All objects are displayed that can be disconnected. The devices selected for disconnection are indicated as such. . These devices are a subset of all devices displayed. The system displays different devices depending on whether you have defined contract-account- or contract-specific disconnection in Customizing. The user then decides which of these devices to actually disconnect. - For each disconnection or reconnection document a service order can be generated in the background in the Plant Maintenance (PM) application component. When the disconnection document is displayed again, the generated service orders are recorded in the disconnection document. - The disconnection/reconnection order receives a confirmation status in the disconnection document. If PM orders were created in parallel to the disconnection/reconnection order, these are further processed and released in Plant Maintenance. When you enter the disconnection or reconnection, the corresponding service orders can be confirmed in the background. You must establish settings accordingly in Customizing in order to use this option. The order in question must also have been released.
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Contract-Specific Disconnection
Item has reached dunning level 04 (disconnection)
Business partner
Contract account
Contract 1
Contract 2
Contract 3
1000 USD DL 02
1300 USD DL 01
1,000 USD DL 04
2,500 USD DL 03
3000 USD DL 01
2500 USD DL 02
Gas meter
Electricity meter
The disconnection document proposes disconnection for all devices that belong to contract 3 (in this example, the water meter) Devices that belong to other contracts (1 and 2) can also be selected manually, if necessary
Water meter
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The system usually proposes devices for disconnection from all contracts from a certain contract account.
If you want to disconnect devices from individual contracts, you have to establish customizing settings contract-specific disconnection.
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Create Disconnection Order: Example
Objects to be disconnected
Disconnection order 1
Device 1
Device 1
Device 2
Device 2
Entry of disconnection Device 1 Disconnection order 2
Device 3 Flat-rate installation
PM/SM order A
Device 4
Device 4
PM/SM order B SAP AG 1999
All devices and flat-rate installations belonging to the reference object are proposed for disconnection. Devices in installations with a guaranteed supply are not proposed, however. In the example, devices 1 to 4 and one flat-rate installation are proposed by the system. An item reaches the disconnection dunning level. The item belongs to a contract to which devices 1 and 2 are assigned. The system marks devices 1 and 2 for disconnection. The devices are selected and placed in disconnection order 1.
Once disconnection has taken place, the relevant data, including the date and time of disconnection, is entered. In the example, only device 1 was actually disconnected.
Later it is decided that another device (device 4) should be disconnected. A second disconnection order is created to do this (disconnection order 2).
A separate PM/CS order is generated for every disconnection order.
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PM/SM Order for Disconnection/Reconnection
Order code
PM
MM
PS
CO
PM/CS order
Transactions
Components
Capacity load utilization
Confirmation Confirmation of of times times
Purchase requisition
Purchase Purchase order order
Material reservation
Goods Goods issue issue
Goods Goods receipt receipt
SAP AG 1999
If you enter an order code in the disconnection document when a disconnection or reconnection order is generated, either a service order or a notification will be created automatically in the background, depending on your customizing settings.
In the service order, the required operations are specified. These operations can be carried out by your own company staff or by external companies. The basis for capacity planning is the allocated planned times. A purchase requisition can be initiated automatically for the external services.
The components allocated to the operations are reserved in the warehouse. Materials can be withdrawn and staged on the basis of reservation. A procurement process is initiated for external materials that are not kept in stock.
Important utilities, such as special tools or drawings, can also be allocated to the operations.
The actual data is entered on the basis of the service order using the appropriate confirmation functions.
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Disconnection Document: Secondary Functions (Outlook)
Adjust budget billing plan
Remove devices Update creditworthiness
Disconnection document Create customer contact
Trigger interim billing
Create customer notification
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You can adjust the budget billing plan directly through the navigation button Change budget billing plan.
Customers will be sent notification of the (completed) disconnection and of the costs that were incurred. This might include a list of the items that resulted in disconnection.
It will be possible to create an interim bill using the meter readings taken on the disconnection date.
The process of disconnection and reconnection will be logged in a customer contact. At the moment, customer contacts are stored in a separate front office process step.
The business partner's creditworthiness can be updated as part of the disconnection process.
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Customizing: Processing Variants
Disconnection document
Fixed, unique allocation for each disconnection reason
Processing variants Disconnection reason and long text Default values: Order codes (disconnection and reconnection) and PM planning plant for PM orders in Service Management Order Default values: Date offsets and times of day codes for order creation and entry processes
Define charge schema Define relevance to billing SAP AG 1999
One processing variant is allocated to a disconnection document.
The processing variant contains the default values for the functions of the disconnection document, and is specified in Customizing.
It contains one single disconnection reason and a descriptive long text.
You use order codes to specify the default values for the service order. You specify the order codes in Work
Management. You can also define a default value for the PM planning plant. The following allocations of processing variants to disconnections are provided as standard:
A disconnection from FI-CA contains the processing variant DUNN; a disconnection upon customer request contains the processing variant CUST; and a disconnection for technical reasons contains the processing variant TECH. You can change these allocations using the user exit EXIT_SAPLEDCN_001.
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Customizing: Offsets
SpErfDatOffset WIBAufDatOffset SpAuftrDatOffset
WIBErfDatOffset
Time
Create disconnection order Scheduled
Enter Create Enter disconn- reconnection RECONN. ection order Scheduled disconnection reconnection reason date Disconnection date Reconnection date Disconnection activity date Reconnection activity date
SAP AG 1999
In the processing variants you can specify offsets. An offset is the interval between today's date and another date. You can use offsets to plan when disconnection should be carried out. Offsets can also help with the entry of disconnection data by providing a default value for the disconnection date, based on the system's assumption of when disconnection took place. The same applies to reconnection.
When you generate a disconnection order, a planned disconnection date is proposed, calculated on the basis of today's date + the disconnection order date offset.
When you enter disconnection data, it is assumed that disconnection took place on the disconnection date, which is calculated as today's date minus the disconnection entry date offset. The disconnection activity date for each individual device/installation is assigned the same value.
The planned reconnection date is calculated as the date when the reconnection order is generated + the reconnection order date offset. It follows that the reconnection date is calculated as the date when the reconnection data is entered minus the reconnection entry date offset.
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Customizing: Order Codes Create disconnection order - Default value from
Customizing
Create reconnection order
Order codes
DC00
RC00
- Default value from Customizing - Specified manually
- Specified manually
Allocated to
Allocated to
Service object e.g. SPERRUNG
Service object e.g. WIB Derivation of
Default values for the automatic creation of PM orders PM plant
Order type
Work center
Bus. area
0001 DISCONN.
SM01
E.20
0001
DISC
0001 RECONN.
SM02
E.50
0001
RECO
...
Service object
...
...
...
...
Task list FL group
...
Re. type
Ref. obj. type
1
01
02
1
02
02
...
...
...
Order profile
SAP AG 1999
When you are carrying out disconnection or reconnection, you can use order codes to establish a link to PM order management functionality. Order codes are defined in Work Management Customizing.
If when you are generating a disconnection or reconnection order you also specify an order code in the disconnection document, a PM order can be created automatically in the background. The order code used for the disconnection/reconnection order can either be specified manually by the user or derived automatically by the system from the Customizing settings for the processing variant.
The order code is assigned a service object with the ID 00 in Work Management Customizing. In the example, order code DC00 is assigned the service object DISCONNECTION and order code RC00 is assigned the service object RECONNECTION.
The service object masks an order profile. The order profile specifies the data that is to be used for the automatic creation of a service order for a combination of PM planning plant and service object. - In the order profile, you can store default values for the order type, the relevant work station, the business area, and the task list group. A task list group is a logical grouping of general maintenance task lists. - You can also use the order profile to specify whether a functional location or a piece of equipment must be entered for the creation of an order.
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Addendum: Work Management - Plant Determination
Create Object
Address Regional structure
Regional Structure Group Regional Structure Group
Regional Structure area
+
Maintenance Planning Plant
Service Object + ID
SAP AG 2003
In order to be able to generate service orders or notifications, the system requires a maintenance planning plant. If the plant has not already been defined in Customizing you must determine it before you create orders.
You can define a default maintenance planning plant in Customizing (you should do this if you always want to use the same plant). Although the system will always propose this plant in the disconnection document, you can change it manually at any time. If no maintenance planning plant is specified in the disconnection document, the system uses the following logic to find a plant: 1) The regional structure group from the connection object of the device is used for plant determination. If the connection object is not assigned to a regional structure group, the regional structure group of the street or street section is used. 2) One or more regional structure groups are allocated to a regional structure area. This allows larger enterprise area groupings. 3) Each regional structure area and service object can be assigned a maintenance planning plant.
A message is displayed if the system cannot find any maintenance planning plant at all. If you ignore the message, the system does not create a service order or notification.
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Disconnection Workflows: Confirmation Status
Objects involved in disconnection activities
Confirmation status for disc./reconn.
Confirmation status
Create new service order
Completion type
SAP AG 1999
You can define your own confirmation status for disconnection and reconnection.
Confirmation status for disc./reconn.: you specify whether each confirmation status is for disconnection or reconnection.
Other objects in the activity: Tells you whether other objects can be included in the disconnection or reconnection activity.
Completion type: you can set the service order to Technically completed or Not completed.
You can also create a new disconnection or reconnection order.
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Disconnection Document and Workflow
Disconnection document z
z
No reconnection if the installation has not been disconnected No new disconnection order if the installation is already disconnected
Workflow
z
Agent determination
z
Processing of confirmation reasons
z
New order
z
Disconnection reason obsolete
z
Deadlines
Consistency Consistency
Flow Flow control control
SAP AG 1999
The design of the disconnection document itself goes a long way towards ensuring the consistency of the whole business process: Reconnection can only be triggered after a corresponding disconnection. If a device or a flat-rate installation has already been disconnected, it is not possible to generate a second (redundant) disconnection order for this disconnection object.
The supplied workflow samples for the disconnection/reconnection business processes also offer enhanced flow control options: - Agent determination for your specific enterprise structure for the individual steps within the workflow - A suitable response to the confirmation reasons when entering the disconnection and/or reconnection - The option for generating a new order for specific confirmation reasons (for example, because the customer was not at home) - Automatic response to a disconnection reason that has become obsolete (for example, trigger reconnection as the result of a payment received) - Options for introducing escalation measures (for example, because the technician was refused entry) - Automatic monitoring of dates and deadlines (for example, disconnection order was created, but no confirmation was received after x days)
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Disconnection/Collection Workflows: Overview
IS-U disconnection: customer request
IS-U disconnection: collection
IS-U collection at account level
Reconnection Subflow Terminate disconnection workflow with follow-up SAP AG 1999
The following workflow templates are relevant to disconnection and reconnection and are provided by SAP:
The workflow IS-U disconnection upon customer request models the process carried out when the customer requests disconnection of the installation. This workflow corresponds to the functions of the workflow IS-U disconnection: collection procedure, which is described in more detail below.
The workflow IS-U disconnection: collection procedure models the process from disconnection to reconnection, when triggered by overdue payments. You use it to monitor the process and print multiple service orders.
The workflow IS-U collection procedure at account level models the following process: the collector takes action to obtain debts from the customer. If successful, the payment can be posted; if not, an agreement can be reached with the customer about payment (in the form of an installment plan or a deferral of payment for certain items). Service orders are not generated for this.
A central sub-workflow (sub-workflow for reconnection) is used in the workflows IS-U disconnection: collection procedure and IS-U disconnection: customer request . This workflow contains the reconnection process in full.
The workflow Terminate disconnection workflow and follow up terminates the workflow in question (IS-U disconnection at customer request and IS-U disconnection: collection procedure) and generates an event that restarts the disconnection workflow after a predefined length of time has elapsed.
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Start of Disconnection/Collection Workflows
Front office/CIC
FI-CA
Dunning run
call
Items at disconn. dunning level Print-out of dunning notice
IS-U disconnection: collection
IS-U disconnection: customer request
Manual
Follow up
Manual
Follow up
IS-U collection at account level
Manual
SAP AG 1999
The workflows are triggered as follows:
The workflow IS-U disconnection at customer request is normally started from the front office.
The workflow IS-U disconnection: collection procedure is triggered by the event "disconnection document generated". Once an item in the contract account has reached the disconnection dunning level, the corresponding work item appears in the inbox of the relevant agent after the dunning run and the printout of the dunning notice.
The workflow IS-U collection procedure at account level is also triggered by a dunning notice being printed.
The workflows IS-U disconnection: collection procedure and IS-U disconnection at customer request can write a work item resubmission automatically, for example, if the customer could not be contacted. Once the period specified in the workflow ends, the workflow begins again.
In addition, all workflows can be started manually (intended primarily for testing purposes). In the case of disconnection and reconnection, however, this will only work if the necessary data has been prepared in advance.
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Disconnection/Collection Workflows: Create Disconnection Document Front office/CIC
IS-U disconnection: customer request
Create disconn. document
Print-out of dunning notice
Create disconn. document
IS-U disconnection: collection
Disconn. document created
IS-U collection at account level
Disconn. document created
SAP AG 1999
In the workflow IS-U disconnection: customer request, a disconnection document is created in the background using the values transferred from the front office (customer identification).
When a dunning notice is printed (if items that have reached the disconnection dunning level are found), a disconnection document is generated simultaneously. The workflows IS-U disconnection: collection procedure and IS-U collection procedure at account level are automatically triggered in parallel by the event "disconnection document generated".
The workflow IS-U disconnection: collection procedure is automatically disabled if the disconnection document is created within the IS-U disconnection: customer request workflow.
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Disconnection/Collection Workflows: Relationships Print-out of dunning notice
IS-U collection at account level IS-U disconnection: collection
Disconn. Disconn. reason reason obsolete obsolete
Create installment plan
Process documents for open items
Post payment
Disconn. Disconn. reason reason obsolete obsolete
SAP AG 1999
In contract accounts receivable and payable, the system checks in certain situations whether the contract account contains items that have reached the disconnection dunning level. The status is checked in the following cases: - When a document is reversed - At the cash desk - When processing a payment lot - During payment - In account maintenance - In the installment plan - When deferring open items
If none of the items are at the disconnection dunning level any more, the event "disconnection reason obsolete" is posted. This also occurs in the workflow IS-U collection procedure at account level, for example, when a payment is posted or a payment agreement is reached.
The event "disconnection reason obsolete" triggers a reaction in the workflow IS-U disconnection: collection procedure. The exact consequences will be described in detail later.
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Disconnection Workflows: Confirmation Status
Create disconn. order Confirm disconn. order Disconn. reason suspended
Disconn. complete
Entry refused
Disconnection document Confirmation status New order
Entry not poss.
No one home
New order? Follow up?
End of loop SAP AG 1999
Different options are specified in the workflow, depending on the confirmation status entered in the disconnection document: y If the technician visits the customer but does not disconnect the installation after all (because the customer promises the technician that payment is on its way, for example), you have the option of suspending the disconnection (confirmation status: confirmed: disconnection suspended). y If disconnection is suspended or performed, no further disconnection order is required. The workflow waits for the disconnection reason to become obsolete (see the following slides). y If no one was available, or if disconnection was not possible for technical reasons, you have the option of generating a new disconnection order, which sends the technician to perform disconnection again. You can also start a resubmission, which places the work item in the inbox again at a later stage.
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Disconnection Reason Obsolete After Creation of Disconnection Order
Generate disconn. order
z Disconnection order generated but not confirmed User decision:
Confirm disconn. order Create reconnection order Confirm reconnection order
Was the disconnection agent stopped? Yes Workflow ended Work item deleted
No Confirm disconn. order Reconnection order, if necessary
SAP AG 1999
The event disconnection reason obsolete can occur at any one of a number of stages in the workflow. The workflow uses the appropriate wait steps to react flexibly to this event in accordance with the processing context at the time of the event.
If the Disconnection reason obsolete event occurs after the disconnection order is generated but before its confirmation (entry of disconnection), a user decision is required: - If the technician can be contacted, the workflow is ended and the work item for confirming the disconnection is deleted. - However, if the disconnection agent could no longer be reached the disconnection order is confirmed and a reconnection triggered, if necessary. The creation of a reconnection order depends on the confirmation status.
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Disconnection Reason Obsolete After Confirmation of Disconnection Order
Create disconn. order Confirm disconn. order
z Disconnection confirmed
Confirmation reason: Was the disconnection carried out? No
Create reconnection order Confirm reconnection order
Yes
Workflow ended Work item deleted
Create reconnection order Confirm reconnection order
SAP AG 1999
The event disconnection reason obsolete can occur at any one of a number of stages in the workflow. The workflow uses the appropriate wait steps to react flexibly to this event in accordance with the processing context at the time of the event.
If the event disconnection reason obsolete occurs after the disconnection order has been generated and confirmed, the next steps are determined by the confirmation reason: - If it is stated in the confirmation that disconnection took place, the reconnection process is triggered automatically - the relevant agent is instructed via a work item in his/her inbox to create a reconnection order. - If it is stated in the confirmation that disconnection did not take place, the workflow is terminated.
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Important Wait Steps
Wait for Disconnection reason obsolote event Wait for confirmation of disconnection order Wait for confirmation of reconnection order It is also possible to define missed deadlines, which take effect after a freely definable length of waiting time has elapsed.
SAP AG 1999
In addition to the wait steps defined for processing the event disconnection reason obsolete, the wait steps shown on the slide are also modeled in the workflow.
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Disconnection and Reconnection: Unit Summary z Disconnection can be triggered by FI-CA, or can be carried out manually upon customer request or for technical reasons. z The disconnection document records the status of disconnection and enables you to branch to the entities included: reference objects, disconnection objects and disconnection activities. z Service orders (PM) can be generated to correspond to the disconnection and reconnection orders created. z The workflow "IS-U Disconnection: Collection Procedure" makes the following activities possible:
Agent determination
Creation of multiple service orders
Automatic follow-ups or escalation activities
A response to a disconnection reason that has become invalid.
SAP SAP AG 1999 AG
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Exercises Unit: Disconnection and Reconnection Topic: Carrying Out the Process Using the Workflows Provided by SAP At the conclusion of this unit, you will be able to: •
Carry out the disconnection and reconnection processes in various forms
In the following exercises you will carry out the disconnection and reconnection processes in a number of variations. These tasks are based on the following scenarios: a) The customer has already been dunned and his due amounts have reached the disconnection dunning level. Service to the customer is disconnected. After disconnection, the customer pays the open items in full. The reconnection is then executed. b) A customer calls to request that the electricity supply to their vacation home be disconnected for a specified period of time (disconnection at customer’s request). c) The customer has already been dunned and his due amounts have reached the disconnection dunning level. Therefore, service to the customer is to be disconnected. As the customer is not available when the technician calls at the premise, disconnection has to be postponed until the technician can pay a second visit (optional). 1-1
Disconnection and collection procedure/customer contacted The customer PJ0601A0## has already been dunned and his due amounts have reached the disconnection dunning level. Service to the customer is disconnected. After disconnection, the customer pays the open items in full. A reconnection is then carried out. 1-1-1 Determine the active workflow for the dunning letter for customer PJ0601A0## using the CIC. Display the work item but do not process it at this time. Make a note of the disconnection document number. 1-1-2 The agent’s processing interface is the workplace inbox or the Inbox tab page in the application area. Search the work items there to find the work item for generating a disconnection order for your business partner’s disconnection document.
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1-1-3 Call up the work item for generating a disconnection order for your disconnection document and carry it out. Display the reference object and the data environment of the reference object. Which processing variant was used? Which offset is proposed for the disconnection order in the IMG? Now create a disconnection order. Create a service order in SM/CS as well. To do this, use order code DC00 and maintenance planning plant U003. 1-1-4 Check the disconnection in a second session. You can get an overview of the situation at any point by using the Log function of the disconnection document. Search for the disconnection document via the process transaction in the Utilities industry menu. Note the service order number. Display the service order. 1-1-5 The technician was able to carry out the disconnection. Confirm the disconnection order using the integrated inbox. 1-1-6 Display the customer account. The customer pays the outstanding sum of 1000 USD in full. Post an incoming payment at the cash desk. Use the following data: Company code
U300
Value date
Current date
Bank clrg acct
113100
Currency
USD
Business partner
PJ0601A0##
Amount
1000
Reconciliation key (in further posting specifications)
IUT250
Clear the items completely by posting an item in dialog. Do not print a receipt once posting is complete. 1-1-7 The work item for reconnection now appears in the inbox. Perform a reconnection. Create a reconnection order. Create a service order in SM/CS as well. To do this, use order code RC00 and maintenance planning plant U003. Confirm the reconnection using the integrated inbox or the Inbox tab. Choose Confirmed: reconnection completed as the confirmation status.
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1-2
Disconnection at customer’s request This exercise is based on the following scenario: Customer PJ0603A0## calls to request that the electricity supply to their vacation home be disconnected for a specified period of time (disconnection at customer’s request). 1-2-1 Execute a disconnection upon customer request using the CIC. Use customer PJ0603A0##. Carry out the process Disconnection: customer reqst for business partner PJ0603A0##. 1-2-2 Create the contact using the values that are proposed. 1-2-3 Determine the active workflows for your customer, and determine the disconnection document number. To do this, choose the “Active workflows” front end process from the action box. 1-2-4 Create a disconnection order. However, this time don’t create an additional SM/CS order. To do this, call the inbox in a second session. Which processing variant is active for disconnection upon customer request? Confirm the disconnection via the integrated inbox as you did in the last exercise. The technician was able to carry out the disconnection. 1-2-6 The work item for reconnection now appears in the inbox. Execute a reconnection and then confirm it. Choose “Confirmed: reconnection completed” as the confirmation status.
1-3
Disconnection and collection procedure/customer not home This exercise is based on the following scenario: Customer PJ0601A0## has been dunned and the amounts due have already reached the disconnection dunning level. Therefore, service to the customer is to be disconnected. As the customer is not available when the technician calls at the premise, disconnection has to be postponed until the technician can pay a second visit. 1-3-1 Determine the active workflow for customer PJ0602A0## using the CIC. Display the work item but do not process it at this time. Make a note of the disconnection document number. 1-3-2 The integrated inbox is the processing interface for the agent. Search the work items there to find the work item for generating a disconnection order for your business partner’s disconnection document. 1-3-3 Call up the work item for generating a disconnection order for your disconnection document and carry it out. Now create a disconnection order. Create a service order in SM/CS as well. To do this, use order code DC00 and maintenance planning plant U003. 1-3-4 The technician was not able to carry out disconnection, as no one was available when he called at the premise. Using the relevant status, confirm the disconnection order in the integrated inbox. Do not generate a new order.
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Solutions Unit: Disconnection and Reconnection Topic: Carrying Out the Process Using the Workflows Provided by SAP 1-1
Choose Utilities Industry → Customer Service → Process Execution → Front Office/Customer Interaction Center → Customer Interaction Center. 1-1-1 Enter PJ0602A0## as a search criterion in the Partner field and identify this business partner. Confirm the business partner. Select the contract account in the Environment tab page in the navigation area, and use the secondary mouse button to start the Active dunning workflow process for this business partner. The next dialog box contains two entries: for the main workflow and the subworkflow allocated to it. Choose the active workflow (double-click). The workflow step log is displayed automatically. You can analyze the process flow and determine the disconnection document number. 1-1-2 Choose menu path Office → Workplace → Inbox → Workflow or the Inbox tab page in the application area of the CIC. 1-1-3 Position the cursor on the work item and use the secondary mouse button to call the Execute function. This takes you automatically to the disconnection document in processing mode; you can also create a disconnection order here. In the disconnection document, execute the Obj. Data envirnmnt functions.
Display ref. object and
Ref.
The processing variant is DUNN. The value 0 day is set as an offset for the disconnection order date. From the SAP menu, select Tools → Customizing → IMG → Project Processing. Go to the SAP Reference IMG and choose: SAP Utilities → Customer Service → Process Execution → Disconnection/Reconnection → Define Processing Variants for Disconnection Documents. Choose to display the settings for processing variant DUNN. Here you will also see the default values for the date offsets. Note that the device determined on the basis of the reference object is already flagged for disconnection. The parallel service order in PM/CS will only be generated if the relevant values are entered in the Order code (Disc.order code) and Plan. plant ord. fields.
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In this example, default values are proposed for the order code and maintenance planning plant. These values come from customizing settings for processing variant CUST. You create the disconnection order and the parallel service order by choosing Save. 1-1-4 Go to the SAP Easy Access menu and choose Utilities Industry → Customer Service, Process Execution → Disconnection/Reconnection → Display Disconnection Document to display your disconnection document. You can read the service order number in the Disconnection Activities group box. To display a disconnection document, double-click on the corresponding entry. You can branch directly from there to the service order using the Display order function. 1-1-5 To do this, choose menu path Office → Workplace → Inbox → Workflow or the Inbox tab page. . Choose the work item for confirming your disconnection order by doubleclicking on it and carry it out. As disconnection did take place, you can keep the confirmation status proposed. If you branch to the Discnctn tab page, you will see that the device is already flagged as disconnected (default value). The disconnection is confirmed when the disconnection order is saved. The status of the work item is concluded. The work item is no longer in the inbox. 1-1-6 You can display the customer account using the menu. Select Utilities Industry → Contract Accounts Receivable and Payable, Account → Account Balance (or alternatively, from within the CIC). An item is due in the amount of 1000 USD. If you use list type Open Items (stat. and not stat.), you can also see the charges resulting from the last dunning run (5 USD). These charges do not have to be cleared in order to cancel the disconnection reason. To reach the payment at cash desk function, choose menu path: Utilities Industry → Contract Accounts Receivable and Payable, Payments → Cash Desk → Payment at Cash Desk. Allocate WDF or BOS to the cash desk ## (## = your group number) in the branch office. Choose To Cash Desk to navigate to the cash journal. Alternatively, you can also execute the process for making a payment in the CIC. Carry out the posting using the Post item online function and entering the specifications listed in the above table.
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The system assigns the incoming payment of 1000 USD to the open item of 1000 USD. Choose Save to accept this assignment. This posts the payment document and clears the overdue receivable. Once the document has been posted, you will be asked if you wish to print a receipt. Choose No. 1-1-7 Create the reconnection order the same way as you created the disconnection order. Proceed in the same way. Proceed as in exercise 1-1-5 (confirmation of disconnection order). Proceed in the same way. The business process is now complete. 1-2
Disconnection at customer’s request 1-2-1 First, identify business partner PJ0603A0##. Then perform the CIC process. You can find the process in the action box under call group Technology. 1-2-2 The process Disconnection: customer reqst consists of two steps: once the relevant workflow has been started, you branch automatically to customer contact creation. Here, the fields are already filled with values that you can accept or reject, supplied by the workflow. Choose Save to create the contact. 1-2-3 Execute the Active workflows front office process for business partner PJ0603A0##. Choose the active workflow (double-click). This takes you automatically to the workflow step log, where you can determine the number of the disconnection document with which you execute further processing. 1-2-4 Proceed as you did in the exercise for creating a work order based on a work item. Proceed in the same way. Plant ord. fields must be left empty to prevent an SM/PM order being generated along with the disconnection order. PM/CS order The CUST processing variant is active for disconnection upon customer request. 1-2-5 Choose the work item for confirming your disconnection order by doubleclicking on it and carry it out. As disconnection did take place, you can keep the confirmation status proposed. The disconnection is confirmed when the disconnection order is saved. The status of the work item is concluded. The work item is no longer in the inbox. 1-2-6 The procedure is the same as the procedure for creating and confirming reconnection orders. Proceed in the same way.
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1-3
Disconnection and collection procedure/customer not home 1-3-1 Choose menu path: Utilities Industry → Customer Service → Front Office/Customer Interaction. Center → Customer Interaction Center. Enter PJ0602A0## as a search criterion in the Partner field and identify this business partner. Execute the Active workflows process for this business partner. Choose the active workflow (double-click). This takes you automatically to the workflow step log, where you can determine the number of the disconnection document with which you execute further processing. 1-3-2 Choose Office → Workplace → Inbox → Workflow. 1-3-3 Proceed as you did in the exercise for creating a work order based on a work item. Proceed in the same way. 1-3-4 Choose Office → Workplace → Inbox → Workflow. Choose the work item for confirming your disconnection order by doubleclicking on it and carry it out. As disconnection did not take place, use Confirmed: nobody reached as the confirmation status. Under Discnctn, ensure that you remove the indicator that flags the device as disconnected. Do not set the New order indicator. The disconnection is confirmed when the disconnection order is saved. The status of the work item is concluded. The work item is no longer in the inbox. 1-3-5 To ensure that the disconnection does not get forgotten, the system sends a special follow-up work item to the inbox after a predefined period of time has elapsed to remind the agent of the pending disconnection. Before this, the work item appears in workflow resubmission. Display this follow-up work item. When will this work item appear as a new work item in the integrated inbox? Where do you define this resubmission period? Wait until the specified time has elapsed and check to see if the work item really does appear in the integrated inbox after this time.
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Move-In / Move-Out / Move-In/Out
Contents: z Move-in z Move-out z Move-in/out z Using move-in / move-out / move-in/out more efficiently
SAP AG 2003
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Move-In/Out: Unit Objectives
At the conclusion of this unit, you will be able to: z Perform move-in/out with all of the functions provided z Explain the technical master data for move-in/out z Process move-in, move-out and move-in/out more efficiently
SAP SAP AG 2003 ã AG 2001
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The Complete Process
Service connection
Initial data creation
Move-in/out Move-in
Move-out T r an spor
Move-in
t
SAP AG 2003
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Move-In/Out: Contents (1)
z Move-in z Move-out z Move-in/out z Using move-in / move-out / move-in/out more efficiently
SAP AG 2003
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The Move-In Process
Service connection
Initial data creation
Move-in T r an spor
t
SAP AG 2003
During move-in processing, you establish a utility service for a customer. You can change or create master data. You allocate a contract to an installation and thereby enable the customer's contract to be billed. Move-in also triggers the payment requests and welcome letters sent at the beginning of utility service.
Before you begin move-in processing, there must be an installation available on the move-in date. y When a customer moves in for the first time, you must create an installation. y You can allocate devices to the installation before or after move-in. y If one of the installations is still allocated to a contract, you must first perform a move-out.
The move-in can apply to one or more contracts. When you create the move-in document, the installation and move-in date you initially specified is assigned to these contracts. However, you cannot create the move-in document if the move-in date is in a period in which one the installations was already billed.
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Move-In: Overview (Technical)
Move-in Installation
z A move-in links the technical master data object installation to the business partner and the contract account when a contract is concluded. z In move-in processing, you can create:
Contract
Contract account
Business partners
Contract accounts
Contracts
Business partner
SAP AG 2003
In move-in processing, you usually have to create a new contract because a contract is required in the case of a new agreement on utility services.
If the business partner and the contract account are already in the system, they do not have to be recreated.
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Move-In: Process Meter Notification, by Telephone Reading
Overall Check
Customer Welcome Contact Letter
Move-in Mrs. Smith
Move-in
Move-in Performed
Move-in Customer moves in
July
31
Bud. billing € 250
Contract Business Partner Account
Adjust Budget Billing
Cash Security
SAP AG 2003
The customer calls to notify the utility company of his/her move-in.
In addition to creating master data objects, you can carry out the following activities within the Move-in business process: Enter meter readings Perform overall check Create log entry for customer contact Create budget billing plan Request cash security deposit Send a welcome letter
When the move-in document is saved, a welcome letter and a budget billing plan can be created automatically. You define settings for budget billing plans in the contract settings in Customizing and settings for welcome letters in document settings in Customizing.
The overall check is used to check contracts for their ability to be billed.
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Move-In: Initial Screen Create Move-In Document
Required entry field
Move-in date Move-in document
For external no. assignment only
Move-in template
Move-in document template
Contract account
If already exists
Business partner Premise
Required entry field: premise or installation(s)
Installation
SAP AG 2003
Move-in transactions: EC50E (create), EC51E (change), EC52E (display).
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Move-In: Address Data
Address Transfer
Address Business Partner: 10 Main Street
Premise address:
YES
10000 Winchester
10 Main Street 10000 Winchester
NO
Address Business Partner:
Move-In SAP AG 2003
When the business partner moves in, you can automatically assign him/her the address of the premise as a default address. To do this, choose SAP Utilities --> Customer Service --> Process Execution --> Move-In/Out --> Move-In -> Define Move-In Control Parameters at Document Level. If the move-in is processed for several premises in one move-in document, the system uses the first address entered for the premise of the installation.
If a business partner has many addresses, then the processing of move-ins and move-outs can take a long time. See SAP note 706686 for details on how to avoid the premise address being stored as an additional address for the business partner when you create a move-in document.
If this control parameter is not active, the address has to be entered manually.
If you specify a business partner that already exists in the system, their address is displayed automatically in the move-in document.
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Move-In: Full Screen
Move-In Document 4711 Name/Admin.
Address
Bank Data
Pay. Data
Contracts
Meter Read.
Full Screen
z Name
Business partner
z Address z Bank details z Communication z Relationships
z General
Contract account
data
z General
Contract (Contracts)
data
z Acct.
z Budget billing
assignment
data
z Bill
z Acct.
control
assignment
z Dunning data z Incoming/outg.
z Cash security
deposits
payments SAP AG 2003
You can enter the most important master data for the business partner, contract account and contracts in the move-in screen. You maintain more specific data in the full screen.
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Move-In: Meter Readings
Move-in document 4711
Direct Entry of Meter Readings
MR data Device
Reg.
Meter Reading
100004
OnP
34689 kWh
100004
OffP
6790 kWh
100005
Dem.
600 kW
Validation
Correction or
Release
OR: MR Order Creation Trigger
of MR Results
SAP AG 2003
In move-in processing, you can enter meter readings directly or trigger meter reading order creation.
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Service Orders for Move-In and Final Meter Reading
.....…document 4711
MR data Plnd. Met.Rd.Typ. Service notif./order
Create service order/ notif with delay Start date
PM/CS PM/CS order order
Transactions Transactions
Components Components SAP AG 2003
You can establish Customizing settings such that a service order or notification is automatically created every time you create meter reading orders. A separate order is created for each device.
Orders and notifications can be created automatically when you: y Save a move-in document y Trigger an event in a later workflow
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Security Deposits
Payments made by the customer that are requested at the time of move-in and that are paid back (or used to settle any open balance) and when the utility contract is terminated. z
Apply to the customer's contract
z
Can be cash or non-cash
z
Can be refunded on the expiration date or before the contract is terminated
SAP AG 2003
Only cash security deposits can be created through move-in processing.
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Move-In: Security Deposits
Customizing: Company code
Security deposits required?
Division class
Move-in
Billing
0001
Gas
NONRES
YES
0001
GAS
RATE
NO
Entry: Amount of Security Deposit Reason for Security Deposit or
Reason for Exemption
1st National Pay to the order of
CurrencyAmount
to or
- 400,-
$
four hundred
In words
Co.
Shelbyville 1.4.1996
Security deposit created automatically
City
Date
Signature Do not change or mark printed areas
Check no.
X
00000150900
Acct no.
X Amount
X Bank Number
12131400
X Text
67291500 11
Do not write in this space
SAP AG 2003
Via move-in processing, cash security deposits can be created automatically if you have established customizing settings accordingly. Three fields are provided for entering the amount of the security deposit, the reason for the deposit, or the reasons for an exemption from security deposits.
Requests for cash security deposits are defined at the contract level in connection with the company code, division and billing class.
If a security deposit was created, you can branch to it in the change mode in move-in processing.
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Move-In: Budget Billing Plan - 1
Move-in document 4711 Budget billing plan Contract
Maintain Budget Billing Plan
BB amount
100004
100.-
100005
75.-
z Automatic creation of a budget billing plan using the budget billing amount entered; the amount applies to all due dates z You can branch to Maintain Budget Billing Plan SAP AG 2003
A budget billing plan is automatically created in move-in processing if you enter a budget billing amount and branch to Change Budget Billing Plan. A budget billing plan cannot be created unless the contract is able to be billed.
You can also branch to budget billing plan maintenance from the move-in change screen. There you can use all budget billing change maintenance functions.
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Move-In: Budget Billing Plan - 2
Move-In Document 4711 Electric. contr. Joint invoice: 1
Gas contract Joint invoice: 1
Water contract Joint invoice: 2 2. Budget billing plan
1. Budget billing plan 15.03.04 15.04.04 15.05.04 15.06.04
Sub budg. bill. plan 15.03.04 15.04.04 15.05.04 15.06.04 ....
€50.€50.€50.€50.-
15.03.04 15.04.04 15.05.04 15.06.04 ....
€150.€150.€150.€150.-...
€70.€70.€70.€70.-
Sub budg. bill. plan 15.03.04 15.04.04 15.05.04 15.06.04 ....
€100.€100.€100.€100.-
SAP AG 2003
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Move-In: Budget Billing Request Budget Billing Dates .....
15.06.2003 15.07.2003 15.08.2003 15.09.2003 Periodic Billing 15.10.2003 15.11.2003 15.12.2003 15.01.2004 15.02.2004 15.03.2004 15.04.2004 15.05.2004 15.06.2004 15.07.2004 15.08.2004 15.09.2004
Periodic Billing 15.10.2004 15.11.2004 15.12.2004 ....
Budget Billing Requests 15.10.2003 ... 15.02.2004 15.03.2004 15.04.2004 15.05.2004 15.06.2004 15.07.2004 15.08.2004 15.09.2004
Move-In Date 18.02.2004
----€150.€150.€150.€150.€150.€150.€150.-
Periodic Billing 30.09.2004
SAP AG 2003
Due dates for budget billings are generated via the schedule records of the portion (from the meter reading unit or the contract).
Budget billings before the current date can no longer be requested. The budget billing plan is only created for future dates up until the end of periodic billing.
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Move-In: Log
z Automatic log for
Creation of move-in documents
Every change to a move-in document
Detail
Long text
Cat. Message S S S S S S
Move-in document 4711 created Contract 100000001 created BB plan created MR results entered Security deposit created Welcome letter sent
SAP AG 2003
In Customizing you specify whether this change log is displayed.
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Status of move-in processing
Status of move-in processing
Move-in docum
ent 4711
Status 03: prepared Meter readings Contract 2 Move-in status 03 Bank details 1
Contract 1 Move-in status 05
01 Master data maintained 03 Meter readings prepared 04 Readings partially entered 05 Readings entered completely 06 Billing data complete 07 Budget billing plan created 08 Cash security deposit requested 09 Welcome letter triggered 10 Welcome letter printed 99 Reversed
Bank details 1
Contract 3 Move-in status 05 Ba nk details 1
SAP AG 2003
A status is displayed for each move-in document. The status indicates the extent to which the move-in has been processed.
Since a move-in can apply to several contracts (electricity, gas, water, and so on) that are all processed differently, a processing status is assigned to each contract. The processing status of the entire move-in is determined by the lowest status of the individual contracts.
The processing status is determined at runtime and is not an attribute of the move-in document.
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Move-In: Reversal
Move-In Document 4711 Contract 1
Reversal of Move-In Document
Ba nkverbi nd ung 1
Contract 2 Ban kverbi ndung 1
Contract 3 Bankverbi nd ung 1
z Deletion of budget billing plan z Deletion flag for contract
SAP AG 2003
You can reverse the entire move-in document. Reversal cannot be carried out if billing has taken place after the move-in date.
Changes to master data (change of address or cash security deposit data) must be reversed manually.
The budget billing plan is deleted automatically. The contract receives a deletion flag.
If the move-in object is incorrect you must reverse the move-in. There is a separate function for changing the move-in date.
Additional reasons for reversing a move-in include: - The move-in was created with an incorrect business partner - The move-in was erroneously created with the installations of an incorrect premise - The business partner subsequently informs you that he or she does not assume responsibility for some of the installations. In this case, you have to reverse the move-in and create a new move-in document with the correct installations.
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Automatic Owner Move-In
Move-Out Business Partner
Owner moves in
Move-in
Move-out
-
Contract account
-
Contract account Owner
Business partner Terminate Contract
Installation 1.3.95 1.3.95 -- 31.12.96 31.12.96 1.1.97 1.1.97 - 31.12.9999 31.12.9999
Create Contract
SAP AG 2003
IS-U supports a function whereby move-in is triggered automatically for the owner when your customer (the current tenant) moves out.
A workflow is available for the owner change process. When a customer (new tenant) moves into a premise, a move-out request will be generated automatically for the owner assigned to the premise.
Sample workflow for automated contract billing: ISUACBMovein, ISUACBMveout, ISUACBISub.
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The Owner Assignment Process
Create Object
Premise
historical
Automatic Move-in objects possible
Change Owner Assignment
Property 1 Key date 07/28/1998 Installation Hierarchy
Owner Property 1 No Maintenance
Premise
Connection object premise Installation
premise
SAP AG 2003
The owner assignment process transaction fulfills a US requirement: Automatic Contract Billing (ACB). Owner assignment ensures that when a tenant moves out of a house, the owner of the house automatically becomes the utility company's contract partner. This function can be made subject to a charge or can be activated for specific seasons (the owner might only be responsible for consumption in the winter months, for example).
You can define a customer's property in the system and manage this data historically. You can define connection objects and premises as property, or you can specify other property such as individual installations or all the installations of a particular division.
Once you have assigned a premise to an owner with this transaction, you can no longer change the owner data directly in the premise.
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Owner Assignment in the Premise
Connection object
Apartment 1
Entrance Hall
premise
Apartment 3 Not historical
Create .. Change ..
Apartment 2
Owner
No Automatic Move-in
Basement
SAP AG 2003
A business partner can be assigned as the owner of a premise.
Data on premises is not managed historically, so it is not possible to display a history for the owner-topremise assignment.
This type of assignment does not allow for automatic triggering of a move-in when a business partner moves out.
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Move-In/Out: Contents (2)
z Move-in z Move-out z Move-in/out z Using move-in / move-out / move-in/out more efficiently
SAP AG 2003
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The Move-Out Process
Service connection
Initial data creation
Move-in
Move-out T r an spor
t
SAP AG 2003
During move-in processing, you establish utility service for a customer. You can make any necessary changes to the business partner's master data that result from a move-out. In particular, the assignment between a contract and an installation is terminated as of the move-out date.
A move-out stops all payment plans. You can trigger a move-out confirmation letter as well as a bill directly from move-out processing.
One or more contracts and corresponding installations must exist on the move-out date in order for the move-out to be performed.
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Move-Out: Overview (Technical)
Move-out Installation
The move-out z Terminates the utility contract on the move-out date z Ends the link between contract and installation
Contract Account
Cust. Cust. Business partner
SAP AG 2003
From a technical standpoint, when a customer moves out of a premise, his/her contract is terminated and separated from the installation. The contract can no longer be used.
The link between technical and business master data is ended in a move-out.
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Move-Out: Process Meter Notification Reading by Telephone Order Creation
Cash Security Deposit
Customer Contact
Move-Out Confirmation
Einzug Frau Schulz
Umzug
Move-out performed
Move-out Customer moves out
July
Contract Bank details 1 Payment method Alternative payer .... CA document 3 CA document 1
31 Bud. billing € 250
Meter Adjust Budget Changes to Master Data Reading Billing
Final Billing
SAP AG 2003
The customer notifies the utility company of his/her move-out:
Within the Move-out business process, you can carry out the following activities: Maintain master data (such as changing bank details or address) Enter meter readings Dissolve budget billing plan and cash security deposit Create log entry for customer contact Create a final bill Send a move-out confirmation
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Move-Out: Full Screen
Move-Out Doc. 4711 Admin/Name
Bank Data Address Data Full Screen
Business partner ame ddress ank details ommunication elationships
SAP AG 2003
Pay. Data
Contract account
MR Data
Cntr/Ctrl.Data
Stop budget billing
General data
Dunning/final billing
Acct. assignment
Move-out confirmation
Bill control
Automatic final billing
Dunning data
Contract (Contracts)
ncoming/outg. payments are terminated
You can not only change master data but also establish additional settings for move-in/out.
You can specify dunning data different from the data in the contact account for final billing.
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Move-Out: Budget Billing Plan
Final
Bill
Paid Budget Billings Budget Billing Plan Due on
Amount
Open
15.10.2004 15.11.2004 15.12.2004 15.01.2005 15.02.2005 15.03.2005 ...
€150.€150.€150.€150.€150.€150.-
--------€150.€150.-
15.09.2005
€150.-
€150.-
Settlement with final billing
xyz
Quantity x Price 2000.Budget Billings Paid 600.Rest
1400
Open budget billings are not: requested z dunned z
Move-out on 17.01.2005 SAP AG 2003
The budget billing plan is deactivated in the case of a move-out.
Open receivables from the budget billing plan are no longer requested or dunned. Paid budget billings are taken into account during invoicing of the final bill.
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Move-Out: Meter Readings
Move-Out Doc. 4711
Direct Entry of Meter Readings
MR Data Device
Reg.
Meter Reading
100004
OnP
34689 kWh
100004
OffP
6790 kWh
100005
Dem.
600 kW
Validation
Correction or
Release
OR: Trigger MR Order Creation
of MR Results
SAP AG 2003
When you create a move-out document, a meter reading order is automatically created for all registers of devices allocated to billing installations. No order is created if you have already entered a meter reading result.
You can define settings for meter reading orders in Customizing under SAP Utilities → Customer Service → Process Execution → Move-In/Out → Move-Out → Define Control Settings at Contract Level.
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Changes to Installation Data 01.02.1998
Customer 1
Customer 2
Move-out Move-in
C2
C1 Installation
Time slice 1: 04/15/97- 01/31/98
Time slice 2: from 02/01/98
Contract 2
Contract 1
01. Nov
Dec 1
01. Jan 1
01. Feb.
01. March 1
April 1
01. May
SAP AG 2003
In the process of initial data creation, a utility installation is created with a single time slice.
If the customer moves into this installation, the installation is allocated to a contract.
When the customer moves out, the contract is terminated via a final billing and another time slice begins for the installation (starting on the move-out date). No contract is allocated to the installation during this time slice.
If a customer moves into the installation again, the current time slice is allocated to a new contract.
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Move-Out: Reversal
Move-Out Doc. 4711 Contract 1
Reversal of Move-Out Document
Ban kverbi ndung 1
Contract 2 Bankverbi nd ung 1
Contract 3 Bankverbi ndung 1
z Reactivation of budget billing plan z Restoration of contract
SAP AG 2003
Move-out reversal is always carried out for the entire move-out document, not for individual items. Move-out cannot be reversed if a move-in has already been posted to the premise. If the customer moving out has already received the final bill, then billing must be reversed manually.
Changes to master data (changes of address or bank details, for example) must be undone manually.
The budget billing plan is reactivated and outstanding due amounts are requested again. The contract is released for use again.
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Move-In/Out: Contents 3
z Move-in z Move-out z Move-in/out z Using move-in / move-out / move-in/out more efficiently
SAP AG 2003
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The Move-In/Out Process
Service connection
Initial data creation
Move-in/out Move-in
Move-out T r an spor
Move-in
t
SAP AG 2003
You can process the following during initial move-in/out processing: - Move-in/out (move-out and subsequent move-in) to a premise - Move-in/out (of business partner) - Move-in or - Move-out
You can also use move-in/out processing to find existing move-in/out documents for a particular premise or business partner.
You can use enhancement EXSBTI01 to define default entries for move-in/out fields.
You can use a field selection function to restrict the number of fields to be displayed or maintained.
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Move-In/Out (Premise)
= move-out + move-in from or to a premise
Move-in
Move-out
Contract account
Contract account
Business partner
Business partner Terminate Contract
Installation 1.3.95 - 31.12.96 1.1.97 - 31.12.9999
Create Contract
SAP AG 2003
Move-in/out from or to a premise always applies to one or more installations of that premise.
Move-in/out from or to an installation means: - The business partner moves out of the installation, resulting in termination of the existing contract. and - Another business partner moves into the installation, resulting in the conclusion of a new utility contract.
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Move-In/Out (Business Partner)
= move-out + move-in of a business partner
Move-out
Business partner
Premise (installations)
Terminate Contract
Business partner Contract account
Move-in Premise (installations)
Create Contract
SAP AG 2003
A move-in/out relating to a business partner applies to two premises: the premise the business partner moves out of and the premise the business partner moves into.
Move-in/out of a business partner means: - A business partner moves out of a premise (installation), in which the existing utility contract(s) has (have) been terminated and - The same business partner moves into another premise (installation(s)), in which the new utility contract(s) has (have) been completed.
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Move-In/Out Processing Variants
Manual steps z z
Manual steps
Selection of premise Entry of business partner and bank details
z z
z
Automatic Steps z
Customer Address
z
z
Contract account, contract and budget billing plan Single-step Fast processing move-in/out Move-In Reading Welcome letter Call via Front office
z
z z
X
Front Office Document Ffront office Context
Edit
Goto
System
Help
z z z
Mailing and billing address Contract account Contracts Budget billing plan Security deposits Move-in reading taken and entered Welcome letter checked and sent
Processes
Search criteria Last/first name Street/house no. PC/City/Country Business partner Process date Information/ Call
z
Selection of premise Entry of business partner and bank details
Name
Environment
Address Category Business Partner Conn. Obj.
Phone Change Call
Transactions
Name
SAP AG 2003
You can control special move-in/out activities using processing variants. You can use either special or general processing variants. Special variants speed up move-in/out processing. You use general variants on the initial screen for move-in/out processing. The following options are available: - Hold in the move-in/out initial screen when called from the Customer Interaction Center - Automatically identify the premise - Trigger command automatically when the Return key is pressed
During move-in/out processing you can save changes to business partner and contract account data as scheduled changes. The changes are then activated on the move-in or move-out date. You use report BUSPCDACt to activate scheduled changes.
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Selection Criteria for Move-In/Out Process Move-In/Out: Initial Screen
Header data
General processing variants
Document number Move-in / move-out date
Search parameters for move-out Contract account Business partner Premise
Address data Technical master data:
Process Move-In/Out Move-In/Out or Move-Out Move-Out
Process Process Move-In
Search parameters for move-in Contract account Business partner Premise
Processing Processing variants
Address data Technical master data:
SAP AG 2003
There are several types of selection criteria for move-in/out processing:
The move-in/out screen provides you with several pages for move-in/out data.
You can use establish special variants in Customizing to speed up move-in/out processing: You can use the following settings: o Automatic contract selection during move-in/out processing o Automatic installationselection during move-in/out processing o Create move-out in the background o Copy business partner's current contract o Reverse move-in/out in background o Attempt move-in, even if move-out not possible o Period for move-in/out document display o New contract account if change of contract o Reasons for change of contract
You can define default processing variants via user groups.
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Move-In/Out: Accelerated Processing
Preassignment of fields Configurable Interface
Performance improvements
Processing variants
Move-In / Move-Out / Move-In/Out
Deactivation of dialog boxes
Automation Of subsequent processing
Additional fields
Additional consistency checks
SAP AG 2003
Deactivation of dialog boxes: For details on this topic see the individual Customizing settings for movein and move-out.
Performance improvements by means of:
Suitable program corrections (note 480511)
Delayed execution of time-consuming functions, such as: y Creation of final bill during move-out. y Creation of service orders y Correspondence printing for welcome letters and move-out confirmations y Overall check
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Move-In: Interface Configuration
z Configurable tab for move-in and move-out screen
Restriction of number of tab pages in move-in (move-out) screen
Hide / show and arrange group boxes on tab pages
z Hiding fields
For data object 'contract' (transaction: SFAC)
For data object 'business partner' (transaction: BUPT)
For data object 'contract account' (transaction: CAWM)
SAP AG 2003
You can find the layout definition in Customizing, under: SAP Utilities - Customer Service - Process Execution - Move-In/Out - Move-Out - Configure Tab Pages for Move-Out Screen (or Define Tab Pages for Move-In Screen).
"Layout" pushbutton: Allows you to move between the standard layout and the reduced layout.
As of IS-U version 4.71, you can easily show and hide fields in Customizing, for the data object 'contract'. In previous versions, you can show or hide the fields in the module pools "SAPLES20" and "SAPLEC50".
In Customizing in IS-U version 4.71, the activity "Select Business Partner for Move-In and Move-Out screen" is available for the business partner data object.
In Customizing in IS-U version 4.71, the activity "Select Contract Account Fields for Move-In and Move-Out Screen" is available for the contract account data object.
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Preassignment of Fields (1)
z Master data fields
Contract account
Contract
z Advantages
Less operating steps for the agent
Reduction in processing time, especially during move-in
Prevention of errors that could occur during manual entry
SAP AG 2003
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Preassignment of Fields (2)
z Options
Move-in document template
Enhancements
Special logics
Special Customizing
SAP AG 2003
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Move-In Document Template
z The following business master data is proposed:
Contract account data
Contract data
z The following cases exist:
Non-deregulated
Deregulated
SAP AG 2003
The move-in document template can be any move-in document created in the system, which meets the following conditions:
Non-deregulated: For each installation for the move-in document to be created, there must be precisely one contract of the same division in the move-in document template.
Deregulated: For each installation for the move-in document to be created, there must be precisely one contract of the same division and service type in the move-in document template.
In both cases: The contract account category of the move-in document template must match that of the move-in document to be created.
As of IS-U version 4.61 you can also use reversed move-in documents as the move-in document template.
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Enhancements
Enhancement
Function Module
Contract account
FI-CA event 1017
FKK_SAMPLE_1017
Contract
EMDK0001
EXIT_SAPLES20_001
Security deposit
EC500001
EXIT_SAPLEC50_001
Budget billing amount
ECSBTI02
EXIT_SAPLEC50_004
Welcome letter
ECSBTI01
EXIT_SAPLEC50_003
Move-out confirmation and control parameters for move-out
ECSBTO01
EXIT_SAPLEC55_011
Control parameters for move-in
BAdI ISU_MOVEIN_CUSTOMIZE
SAP AG 2003
You can find further information in the cookbook "Accelerated Move-In, Move-Out, and Move-In/Out Processing" and in OSS note 152498.
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Special Logics
Only relevant when: z No move-in document template is used z None of the enhancements described are used for the corresponding fields Fields: Account determination ID for contract (EVER-KOFIZ) Company code for contract (EVER-BUKRS)
SAP AG 2003
The preassignment of fields using a move-in document template and enhancements always has priority over the special logics for individual fields.
The account determination characteristic of the contract can be proposed using the SET-GET parameter KKM in the user master record.
The company code for the contract can be determined from:
The franchise contract defined in the installation
The (postal) regional structure
The responsible company code for the contract account, provided that this allocation is unique
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Special Customizing
z Default values of move-in meter reading results
Move-in meter readings are required for billing a contract
Meter readings that already exist in the system can be transferred
Customizing settings
Dependant on company code and division
SAP AG 2003
IMG path: SAP Utilities - Device Management - Meter Reading - Basic Settings - Define Technical Control Parameters for Processing Meter Reading Data.
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Processing Variants
z Options
Activate and deactivate dialog box
Execute certain actions "in the background" (without dialog)
Allocate layouts for the move-in and move-out screen to different user groups
z Types
Special processing variants
General processing variants
SAP AG 2003
IMG path: Utility Industry - Customer Service - Process Execution - Move-In/Out - Define General / Special Processing Variants for Move-In/Out.
Special processing variants always refer to a certain action, such as 'create move-in' or 'reverse move-in'.
You use general processing variants on the initial screen for move-in/out processing. Special processing variants are allocated to general processing variants in this IMG transaction.
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Automation of Subsequent Processing
z Automatic triggering of functions when move-in / move-out document has been saved z Options:
Special Customizing
SAP Business Workflow
SAP AG 2003
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Special Customizing
z Move-in
Create a budget billing plan
Request security deposits
Post move-in charges
Welcome letter
z Move-out
Move-out confirmation
Final bill
z Move-in/out
Transfer security deposits to new contracts
Customer change and contract change without invoicing
SAP AG 2003
IMG Activity: SAP Utilities - Process Execution - Move-In/Out - Move-In - Define Control Parameters for Move-In at Contract Level.
Or: SAP Utilities - Process Execution - Move-In/Out - Move-In - Define Control Parameters for MoveIn at Document Level.
The Customizing settings in the named activities Define Control Parameters for Move-In at Document Level and Define Control Parameters for Move-In at Contract Level are dependant on the company code and division. However, when creating a move-in document, they are read for an event, for which the company code for the contract is generally not yet known. In such cases, the table entry with the empty company code key is used (see note 116173).
Customer Change and Contract Change Without Invoice are used specifically for premise moveins/outs.
Customer change: Utility contracts are allocated to a different business partner.
Contract change without invoice: Utility contracts are allocated to a different contract account.
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SAP Business Workflow (1)
z Purpose:
Triggers further business processes following move-in or move-out
Postprocesses incomplete move-ins or move-outs
Controls the postprocessing status
z Examples:
Incomplete meter readings
The budget billing plan has not been completely entered
Welcome letter data is not yet complete
SAP AG 2003
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SAP Business Workflow (2)
z Advantages of using the SAP Business Workflow
Shifts operation steps to the back office
Automated processing steps can be run in the background
Flexible allocation of tasks to agents
Status control possible at all times
z Principle
Link workflow to BOR events
BOR events are automatically triggered in programs
SAP AG 2003
Application case: When move-ins are entered in the system for a date in the future, there is often no existing meter readings. If you want to include the move-in meter readings in the customer's welcome letter, then you cannot create the welcome letter at the time of the move-in document creation in the system, but only when the meter readings are complete.
You can use BOR events, such as CREATED for the BOR object MOVEINDOC, you can start workflows that then wait until the meter readings have been completely entered (indicated by the MeterReadingsComplete attribute of the BOR object type MOVEINDOC). This workflow would be completed after the creation of the welcome letter.
SAP offers attributes for BOR objects, which you can use to monitor the status of subsequent processing of move-in or move-outs.
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Additional Fields
z
Problem:
Certain fields can only be accessed on the move-in / move-out screen by using the full screen mode (SAP standard)
Displaying customer-specific fields
z
Solution: Use customer subscreen
z
Objects:
Business partner
Contract account
Contract
Business partner contact
SAP AG 2003
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Menu Enhancements / Group Boxes
z Basic functions in the move-in / move-out menu z Menu enhancements
Move-in menu enhancement
Move-out menu enhancement
z Additional group boxes for tab pages in move-in / move-out screen
SAP AG 2003
Two Business Add-Ins (BAdIs) are available for enhancing the move-in / move-out menus:
ISU_MOVEIN_MENUE
ISU_MOVEOUT_MENUE
Additional group boxes: For detailed information, see the cookbook "Accelerated Move-In, Move-Out, And Move-In/Out Processing".
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Definition of Additional Consistency Checks
z
Enhancements can be used for implementation (customer exits)
z
Advantage: Incorrect data constellations are recognized early and/or avoided
z
Checks are planned for data for the following objects:
z
Contract
Contract account
Business partner
Meter reading result
Information log
SAP AG 2003
Move-in: The system runs the enhancement ECSBTI03 before saving the move-in document. This can, for example, be used for:
Checking move-in document data, as well as other data that the user can maintain in the move-in screen.
Comprehensive checks. These refer to several objects at the same time. They particularly check the dependencies between contract, contract account and business partner.
Move-out: The same applies for the move-out. The corresponding enhancement is ECSBTO02.
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Move-In/Out: Summary (1)
z Requirements for move-in
Existing premise with installation(s), from initial data creation, for example
z Move-in (technical standpoint):
Linking the contract to the installation
Linking business and technical master data
z Move-in (business standpoint):
Creation of business master data, budget billing plan, cash security deposits and customer contact
Entry of meter readings
Welcome letter
SAP SAP AG 2003 ã AG
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Move-In/Out: Summary (2)
z Move-out (technical standpoint):
Termination of a contract
Installation and contract no longer linked
z Move-out (business standpoint):
Deactivate budget billing plan
Entry of meter readings, changes to master data
Settlement of cash security deposits in final billing
Move-out confirmation
z Move-in/out = move-out + move-in relating to
Business partner or
premise
SAP SAP AG 2003 ã AG
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Exercises Unit:
Move-In, Move-Out, Move-In/Out
Topic: Move-In Processing At the conclusion of this unit, you will be able to: • Answer questions about workflow • Perform a move-in Move-in and move-out are frequent processes that the agent often has to carry out without prior notice. You can also use the CIC to perform move-in activities.
Business partner
PJ0402A0## (0##: group number) Marc Dommer 0## North Shawnee 02116 Boston
Contract account number
PJ0402A0## (0##: group number)
Premise
PJ0402A0## (0##: group number) 0## Mahler Place 02100 Boston
Electric. contr.
PJ0402A0## (0##: group number)
Electricity installation
PJ0402A0##
Water contract
PJ0402B0## (0##: group number)
Water installation
PJ0402B0##
Electricity meter
PJ0402A0## (0##: group number) Double-rate meter
Water meter
PJ0402B0## (0##: group number) Single-rate meter
Move-in document
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1-1
True or false? 1-1-1 In the move-in process, you can process the objects Business partner, Contract account and Contract in full screen maintenance mode. ______________________________________________________ 1-1-2 You can create cash security deposits and budget billing plans from move-in processing. ______________________________________________________ 1-1-3 When a customer moves out, the installation is managed historically although the customer’s contract is terminated. ______________________________________________________
1-2
Creating a move-in Process description: Customer Marc Dommer (currently residing at 0## North Shawnee, Boston, MA 02116) already exists in the system as a business partner (PJ0402A0##). Mr. Dommer calls to inform you that he has moved into 0## Mahler Place, Boston, MA 02100 as of the first of the month. He wants to register water and electricity. 1-2-1 Choose Move-in in the Move-in/out processing. Choose Utilities Industry Æ Customer Service Æ Process Execution Æ Move-in/out. Enter business partner Marc Dommer. You do not have to specify the contract account. The system will either propose the existing contract account automatically for the move-in or, if there are several possible contract accounts, it will display a dialog box from which you can select the relevant one. Specify the search parameters for the premise Marc Dommer will be moving into. Create the move-in for the first of this month. Move-in processing displays all the installations that are assigned to the premise you have selected. Select the installations for electricity and water. 1-2-2 In move-in processing, the system automatically records a customer contact. Specify that the contact was by telephone and enter the name of the business partner who contacted you. 1-2-3 Assign the company code U300 to both contracts in move-in processing. Assign the jurisdiction code for Boston (MA0011000) to the contracts. Use account determination ID 01 for receivables and credit items. Both contracts are always to be invoiced together. 1-2-4 Confirm the move-in readings for
© SAP AG
Electricity meter
PJ0402A0##
Water meter
PJ0402A0##
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1-2-5 You agree on a budget billing amount with Marc Dommer of 150 USD a month, 70 USD for electricity and 80 USD for water. Enter the budget billing amount for the contracts. Display the budget billing plan. 1-2-6 Create a welcome letter from move-in processing. Display the welcome letter in the spool. Specify printer LT0Q.
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Exercises
Unit:
Move-In, Move-Out, Move-In/Out
Topic: Move-Out Processing At the conclusion of this unit, you will be able to: • Perform a move-out
Move-in and move-out are frequent processes that the agent often has to carry out without prior notice.
Business partner
PJ0403A0## (0##: group number) James Donaldson 0## North Shawnee 02100 Boston
Contract account number
PJ0403A0## (0##: group number)
Premise
PJ0403A0## (0##: group number) 0## North Shawnee 02100 Boston
Electric. contr.
PJ0403A0## (0##: group number)
Electricity installation
PJ0403A0## (0##: group number)
Water contract
PJ0403B0## (0##: group number)
Water installation
PJ0403B0## (0##: group number)
Electricity meter
PJ0403A0## (0##: group number) Double-rate meter
Water meter
PJ0403B0## (0##: group number)
Move-out document
___________ (Assigned by the system)
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1-3
Creating a move-out Process description: The customer James Donaldson (0## North Shawnee, 02100 Boston) writes to you to inform you he is moving out on 1st June, 2003. The customer has taken the readings for electricity and water and included them in the letter. The customer would like the final billing to be sent to his new address at 10004 New York City, Park Avenue 3001. In addition, the customer has notified you that he would like to pay the final bill by direct debit (any credit items can be paid with a check) because his account is no longer valid. 1-3-1 Create the move-out document. To go to the move-in/out process, select Utility Industry Æ Customer Service Æ Process Execution Æ Move-In/Out from the SAP menu. Create the move-out document for 1st June 2003. You only need to enter the search parameters for the business partner and you will be automatically prompted to enter all other data. 1-3-2 Change the address Choose
Move-Out to go to the createion screen for the move-out document.
Enter James Donaldson’s new address. Overwrite the existing address: 3001 Park Avenue, 10004, New York City. The message Error in Address Check is displayed. Choose Yes since this address is outside of your service territory. If you want to keep the old address, go to business partner maintenance and create an additional address for Mr. Donaldson. Go to the address overview tab page and create the address. Choose Back (F3) and define the address as the standard address. Select Copy to copy the address. 1-3-3 Change the payment data Display the payment data. You want to change the customer to a cash payer. You do not have to change the bank details. Delete the entry in the Incoming method field and the entry in the Bank details ID field. Do not change the Outgoing method field. This means that bank details are no longer used for direct debit and credit items will be paid by check.
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1-3-4 Enter meter readings Branch to the tab page for meter reading data. Enter Meter reading by customer as the current meter reading type. Enter the meter readings. They are: Electricity meter register 1: 2850 Electricity meter, register 2: 4000 Water meter, register 1: 2500 Note the column RS (Status of meter reading) next to the meter data. Choose Enter. Are the meter readings plausible? The meter reading results must have the status 1 (billable) or 4 (released by agent). If the readings are implausible (status 2), a note is displayed in the status bar. Choose Enter to confirm the note. Release Meter Reading with Status ‘2’. You would like to determine whether consumption has changed significantly. Select the line of the meter reading and choose Correct. On this screen, the expected values and the upper and lower tolerance limits are displayed. Choose Release. This meter reading result has the status 4 and can be billed. Note the column S (status) next to the meter data. Choose Enter. Confirm the notes in the status bar by choosing Enter. Stop budget billing Ensure that the Stop budget billing plan indicator is selected. No further budget billings are charged if this indicator is set. Save the move-out document. Document number: ______________ The move-out has now been entered and must undergo automatic processing. The move-out document is billed, invoiced and printed in a batch run at night. Since at the moment there is no new tenant for the premise, your work is finished.
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1-3-5 Check the data environment of the connection object. In the CIC, select Connobject Environment from the action box Info. Enter 0## North Shawnee in Technical Data. Expand the connection object view by placing the cursor on the connection object and choosing (Expand subtree). Choose
(Period) and enter the period from 01.01.03 to today’s date.
Is the business partner displayed? Are the devices displayed?
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Solutions Unit:
Move-In, Move-Out, Move-In/Out
Topic: Move-In
1-1
True or false? 1-1-1 True 1-1-2 True 1-1-3 True
1-2
Choose Utilities Industry → Customer service → Process Execution → Move-In/Out or Utilities industry → Customer Service → Front Office Customer Interaction Center → Customer Interaction Center from the SAP menu. 1-2-1 In the Move-In tab page, enter the first day of this month as the move-in date. To find your business partner, use the input help button in the BusPartner field. Choose the tab page Partner, general (last name and search term) and enter the search parameter Name 1 “Dommer” and search term 1 “Group 0##”. Alternatively, you can enter the data directly in the fields Last name/First name, Street and so on. Enter 0## Mahler Place (group number ##) in the Street/house no. fields in the Installations search parameters. Use the move-in/out document REFMOVEIN as the Move-in document template. Choose Move-in → Create move-in. A list of installations that match the search parameters you specified under Determination of premises appears. Select the installations for electricity and water. A list of business partners that match the search parameters you specified under Determination of contract account/customer appears. Select your business partner. You do not have to specify the contract account. If there is only one contract account for this business partner in the system, move-in/out processing will select it automatically in the initial screen. If there are several contract accounts for your business partner, the system will display a list of possible accounts and you will have to select one. If you do not wish to use an existing contract account for the move-in but would rather create a new one, enter the appropriate category in the Contract account category field. You can create a new contract account in move-in processing. You can also use the front office process Create move-in by using the Action Box call group Move-In/Out once you have found the business partner and premise in the front office or CIC. You only have to enter a move-in date as additional parameter. You are automatically taken to move-in/out processing.
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1-2-2 You can enter data for the customer contact in the tab page Name/Management. Enter 1 for telephone in the Contact type field and enter the business partner. 1-2-3 A new contract is now automatically created for every installation. Go to the tab page ContractData in Move-in. 1. The relevant company code: CoCd=U300 2. The indicator for joint invoicing JI=1 (the contracts are to appear on one bill) 3. The account determination ID for receivables/credit items of the contract AD=01 1-2-4 Display meter reading data by choosing the MreadingData tab page. 1-2-5 Choose the ContractData tab page for an overview of the contract. Enter the budget billing amounts in the Bud.billing amount fields. To see the budget billing plan, select Bud.billing plan. The remaining due dates carry on until the end of September. Select Continue to confirm the information message when saving your budget billing plan. 1-2-6 Choose Welcome letter to create the welcome letter during move-in processing. You can display the move-in letter by choosing System → Own spool requests.
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Solutions Unit: Move-In, Move-Out, Move-In/Out Topic: Move-Out Processing 1-3
Creating a move-out 1-3-1 In the SAP menu, choose Utilities Industry → Customer Service → Process Execution → Move-in/out Enter 01.06.03 as the move-out date. You only need to enter search parameters for the business partner. A list of contracts appears. Select the contracts for electricity and water. You can also create the move-out creation process in the front office or CIC once you have identified the business partner. 1-3-2 You then branch to Create Move-Out Document. Choose the Address data tab page to enter James Donaldson’s new address. Overwrite the existing address: 30## Park Avenue, 10004, New York City. Choose (Continue). The message Error in Address Check is displayed. Choose Yes since this address is outside of your service territory. 1-3-3 Branch to the customer’s bank details by choosing Bank/payData. You want to change the customer to a cash payer. You do not have to change the bank details. Delete the entry in the Incoming method field and the entry ‘0001’ in the Bank details ID field. Do not change the Outgoing method field.
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1-3-4 Branch to the meter reading data. Enter 02 Meter reading by customer in the Actual MR type field. Enter the meter readings. They are: Electricity meter register 1: 2850 Electricity meter, register 2: 4000 Water meter, register 1: 2500 Are the meter readings plausible? Device PJ0403Axxx, register 001. Consumption ok. Status 1 Device PJ0403Axxx, register 002. Consumption not ok. Status 2 Device PJ0403Bxxx, register 001. Consumption ok. Status 1 Under Contract/ctrl.data, ensure that the Stop budget billing plan (SB) indicator has been selected. No further budget billings are charged if this indicator is set. Save the move-out document. 1-3-5 In the CIC, call Connobject. Environment from the Info action box, and enter the address of the connection object in Technical Data. You receive the overview once you have determined the connection object. YES. But only if the period extends to the move-out date. The offset to the move-out date is displayed in the contract. YES, in the installation and in the device location.
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IS-U Sales Processing
Contents: z Sales transaction z Quotations and orders z Products z Set types z Customizing z Workflow z Product engine and CRM
SAP AG 1999
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IS-U Sales Processing: Unit Objectives
At the conclusion of this unit, you will be able to: z Use the sales transaction z Create quotations and orders z Create products z Customize products z Explain the set type concept z Explain the integration between products and CRM
SAP SAP AG 1999 AG 2001
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IS-U Sales Processing: Process and Objects (1)
IS-U IS-U CIC CIC
IS-U IS-U Sales Sales
Product Product
CRM CRM SIC SIC
Material Material
CRM CRM CIC CIC
Configuration Configuration // set set type type
Quotation/ Quotation/ Sales Sales Order Order
Master Master Data Data Reference Reference
Master Master Data Data template template category category
Master Master Data Data generator generator
Master Master Data Data Objects Objects
IDE?
IS-U/CCS
Internet Internet
Workflow SAP AG 1999
You sell a utility product to a customer. Depending on the product, you can enter additional information in the configuration. You then start pricing and generate a quotation. If the customer accepts the quotation, the master data generator creates the IS-U data.
1. Select product. The product can be called from the CIC, the Internet, or from a sales transaction. The product must be defined as a material. You can also link additional information with the product (material) through set types.
2. Create quotation - The system performs this step automatically as soon as you save a utility quotation in IS-U. All the data from the utility quotation is included in the SD quotation. No documents are created in IS-U. - The customer accepts the quotation - The customer accepts the quotation You can perform the activity directly in the (quotation) document overview in the CIC. If the customer does not accept the quotation, the process ends at this point.
3. Create order - The system also performs this step automatically. To do this, the items from the quotation are copied to the new order.
4. Create/change IS-U data - Immediately after the SD order is created, the system calls the master data generator for each utility product, in order to create or change any necessary IS-U data. In the process, a workflow controls the transfer of customers from another company to your utility company.
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IS-U Sales Processing: Process and Objects (2)
IS-U IS-U CIC CIC
IS-U IS-U Sales Sales
Product
CRM CRM SIC SIC
Material
CRM CRM
Configuration / set type
Quotation/ Sales Order
Master Data Reference
Master Data Template category
Master Data generator
Master Data Objects
IDE?
IS-U/CCS
Internet Internet
Workflow SAP AG 1999
Products can be called from different environments.
Telesales. In the telesales process, products are called from the CIC. Method UtilCustomerOrder.CreateForUtilProducts can be used to call the sales transaction. In addition, an integrated entry form exists for the application area (this form has to be configured manually beforehand; view cluster CRM_CIC_DEFWS).
Sales transaction. The sale of products and the creation of a quotation/order or order can be started in ISU from the transactions ISU_SALES_QUOTATION and ISU_SALES_ORDER, respectively. To do this, choose the following path from the SAP menu: Utilities Industry --> Customer Service --> IS-U Sales Processing --> Create Sales Quotation or Create Sales Order.
Internet. Products can be placed in the Internet via online stores and product catalogs. In this case, however, no quotation/order or order is created. Instead, method UtilityProduct.IsuProductImplement (the master data generator) is called.
CRM. In future versions, the products will be offered to customers via the CRM - e.g. the Contact Center or the Webshop. IS-U will be the background system in this scenario.
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Sales Transaction Connect. object
Simulation
Premise
Partner account
Simulation price Products
Set Types Quotation items SAP AG 1999
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Products and Profiles Separate screens and functions a) Business partner and account b) Connection object and premise
Organizational structure a) Distribution channel
Quotation and order
b) Sales organization c) Division
Quotations and orders
Master data template a) Business partner and account
Reference customer
b) Connection object and premise SAP AG 1999
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IS-U Sales Processing: Process and Objects (3)
IS-U CIC
IS-U Sales
Product
CRM SIC
Material
CRM
Configuration / set type
Quotation/ Sales Order
Master Data Reference
Master Data Template category
Master Data generator
Master Data Objects
IDE?
IS-U/CCS
Internet
Workflow SAP AG 1999
The process flow from the creation of the quotation to the execution of the master data template is controlled by workflow ISUProdCRM.
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Workflow 1: ISUProdCRM (Simplified) Order created for CRM processing
Quotation created for CRM processing
Workflow started
Simplification Determine IS-U data from SD document
Wait for quotation to be refused Cancel workflow
Customer response Wait for quotation to be accepted IS-U: Create sales order for quotation (if necessary) Determine item data from order IS-U: IDE enrolment communication New items are pending for processing Generate ISU product
Determine next product
No products have been assigned
Workflow ended
SAP AG 1999
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IS-U Sales Processing: Process and Objects (4)
IS-U CIC
IS-U Sales
Product
CRM SIC
Material
CRM
Configuration / set type
Quotation/ Sales Order
Master Data Reference
Master Data Template category
Master Data generator
Master Data Objects
IDE?
IS-U/CCS
Internet
Workflow SAP AG 1999
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IDE Process Direct communication between the partners
Customer
New utility company
1. Inquiry from prospective customer
Distribution list
2. Inquiry
3. Answer
4. Reply regarding prospective customer
Old utility company SAP AG 1999
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Workflow 2: ISUIdeEnrCom (Simplified, Detailed) Workflow started Collect the necessary data (several steps, simplified!) IS-U: IDE send enrolment inquiry Wait for answer
Inquiry answered, accepted Timeout End workflow
Inquiry answered, rejected IS-U: Prepare IDE message Send mail
Inquiry answered, error IS-U: Prepare IDE message Send mail
1 of 3
SAP AG 1999
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Workflow ended
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Master Data Generator: Process and Objects (5)
IS-U CIC
IS-U Sales
Product
CRM SIC
Material
CRM
Configuration / set type
Quotation/ Sales Order
Master Data Reference
Master Data Template category
Master Data generator
Master Data Objects
IDE?
IS-U/CCS
Internet
Workflow SAP AG 1999
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Utility products Materials Management
Sales and Distribution
Class
Material
Characteristics
IS-U Product
Field attributes, set types Required, output, proposal
Master data template
Set Types
ABAP/4, DDIC
Availability IDE, quantity
SAP AG 1999
Utility products
SD documents refer exclusively to material masters (in short: materials). It is therefore necessary to create a separate material for each utility product. The prices are determined in SD depending on the material.
Specific data from IS-U, such as the serial number and period consumption, can be specified by the agent when the sales quotation is generated; the system then passes on this data to all subsequent processes up to the master data generator. To do this, you define set types that you can assign to your utility products. From a technical perspective, the set types refer to characteristics and classes, which in turn are assigned to the material.
You can also define whether you want to use the workflow for the supplier switch
You have to assign a master data template to the product. This template controls which data is ultimately entered.
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Set Types
DDIC structure
Check modules
Programs
Screen number
SAP AG 1999
Set types and classes
Specific data from IS-U, such as the serial number and period consumption, can be specified by the agent when the sales quotation is generated; the system then passes on this data to all subsequent processes up to the master data generator. To do this, you define set types that you can assign to your utility products.
A set type mainly contains a list of fields and a screen that is used to display and check these fields.
To define user-defined utilities product set types, choose Customizing and the industry-specific component Utilities Industry → Customer Service → IS-U Sales Processing → Define user-defined utilities product set types.
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IS-U Sales Processing: Process and Objects (6)
IS-U CIC
IS-U Sales
Product
CRM SIC
Material
CRM
Configuration / set type
Quotation/ Sales Order
Master Data Reference
Master Data Template category
Master Data generator
Master Data Objects
IDE?
IS-U/CCS
Internet
Workflow SAP AG 1999
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Master Data Template (Simplified) Business partner Bank details Pymt card
Attributes
Address data Contract account Connection object Address of IO Device location Device data Premise Installation Installation history Facts Device data Contract
SAP AG 1999
Move-in
The user maintains the following data in the template: y Which values are used to create the master data. In the process, the objects are assigned attributes (you can differentiate here between constants, parameters, and other methods). y Whether optional parts of the template category are used or not (for example, create connection object with or without a device location). y Which parts of the template category can be used multiple times (for example, create business partner with one or two addresses).
SAP provides the two master data templates SALES_PARTNER and SALES_SERVLOC as examples. You can use the appropriate function in the initial screen to copy these templates and modify them to create the objects with your required standard values. You will generally not have to change the assignments of parameters to fields. However, you can do so should this prove necessary. You then enter the names of the new master data templates in a profile for sales processing, to enable their use there.
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Attributes
Attributes
Contract
Status
Name
Req Sc
Data supply
Value
Nu
Scr
Descript.
Contract
Parameter
Contract
Contract
BUKRS
Constant
U100
CCode
VBEGINN
Not changed
Cont.start
SAP AG 1999
Attributes are the master data fields that can be maintained in the template (for example, the division of the utility installation, the billing class of the utility installation, or - in the above example - the contract, company code, contract start date, and so on).
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Master Data Template (1)
Status
Name
Req Sc
Contract
Data supply
Value
Parameter
Contract
Nu
Scr
Descript. Contract
• Not defined • Constant • Identifying constant • Parameter • Virtual • Key reference • Not changed
SAP AG 1999
Not defined: The field remains blank
Constant: The field should accept a specific constant when the object is created
Identifying constant: After you identify the environment determiner, you can create a parameter with category identifying constant in the master data template. This value determines the selection criteria that are used to select from different objects of the same category. If no such parameter is defined, the search is cancelled.
Parameter: This field is supplied with data from a set type
Virtual: Values for this type of attribute are determined at runtime. This task is performed by a customer-defined function module, which you enter as an attribute value in the master data template. Function modules for virtual attributes must possess a specific interface. Refer to function module ISU_VIRT_ATTR_REGIO_DEMO (demonstration solution: meter reading unit as virtual attribute) as an example for your own solutions. Please refer to the detailed documentation in the coding of this sample solution.
Key reference: A higher-level object is referred to
Not changed
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Master Data Template (2) NewCust
Sales_Partner
Bank
Name
Data supply
Value
Partner
Parameter
SALES_PARTNER
Name
Data supply
Value
House
Parameter
SALES_HAUS
Pymt card Address CAccount
ConnObj Sales_Servloc
Address Dev. loc.
Data supply Name DEVLOC Parameter HAUS
Devices
Value SALES_DEVL OC_ obj. node Key reference Conn.
Premise Name Parameter Premise Data supply
Installation History
HAUS
Value SALES_VSTELLE_
Key reference Conn. obj. node
Facts Devices Contract Move-in SAP AG 1999
The master data template allows IS-U master data to be created or changed automatically with the help of the master data generator.
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Master Data Template Category
z BCONTACT z BPARTNER z CONNOBJ z DEVICE_LOCATION z INSTALLATION z NEWCUST z PREMISE z RATECHANGE
SAP AG 1999
Master data template categories define the structure of master data templates. The template category determines:
Which master data the template can be create (for example, business partner, utility installation, and so on)
Which attributes (master data fields) can be maintained in the template (for example, division of utility installation, billing class of utility installation, and so on)
The sequence in which the master data is created (for example, the connection object first, then the premise, and so on)
Which programs are used for processing
Which foreign key relationships exist among the master data (for example, can the premise use the key of the connection object that was created previously?)
The two most useful master data template categories are:
NEWCUST to create a new customer
RATECHANGE to change the rates of an existing installation
It usually makes sense to use one of these two template categories to create master data templates. All other independent template categories are contained as sub-nodes in these categories. You can also use one of the other independent template categories to define your master data templates, if they better meet your requirements.
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mySAP Utilities in Deregulated Markets
Contents: z Overview of functions in Component IS-U/CCS IDE z Data model for deregulated market z Processes in deregulated markets
SAP AG 2003
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mySAP Utilities in Deregulated Markets: Objectives
At the conclusion of this unit, you will know: z The structure of component IS-U/CCS IDE z The data model for deregulation z The fundamental processes of deregulation
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Deregulation - Data and Processes Consumption, grid usage billing, business and technical data
Electronic Data Exchange Distributor
Supplier Change of supplier, change to customer data, payment of grid usage bill, service requests
Provision of supply grid, plant maintenance, other services
Utility contract, billing, invoicing
Customer SAP AG 2003
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mySAP Utilities Intercompany Data Exchange
IS-U/CCS
Point of delivery management, grids, methods
IDE Communication Interface Formats, interfaces, IDocs, BAPI, events
IDE Applications Change of supplier, grid usage billing, master data changes, consumption values, and so on...
IDE Basic Functions Planning, execution, monitoring, logs, action logs
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The structure of component IS-U/CCS IDE
Change process
Payment processing
Data Exchange
Basic infrastructure
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Paradigm Shift
From regulated markets...
IS-U transactions (such as business partner move-in) are aimed at the classic relationship between customer and service provider (such as supplier).
Customer-centric process view
To deregulated markets...
Deregulation processes
Customer-centric process view, taking the point of delivery into account
Focus on utility situation at point of delivery aims at the relationship between customer and service provider.
Service provider agreements (master agreements) are aimed at the relationship between service providers allocated to a point of delivery.
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IS-U Data Model Regional Structure
Business Partner
Contract Account Service Provider
Service Provider
Contract Service Provider
Grid
Regional Structure
Service Installation
Premise
Device (info record)
Synth. Profile
Register
Profiles
Connection Object
Point of Delivery
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Point of Delivery - Data Model
For example, metering code: DE 4711 69190 1234567890
Point of Delivery ID
Service
Installation
Role Deregulation
Point of Delivery
Device Technical Role
Grid
Register
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Point of Delivery Service
Business Partner Service Provider
Services
Nonbillable service
Contract Account
A A point point of of delivery delivery can can have have several several services. services. IfIf the the service service is is to to be be billed, billed, itit must must be be modelled modelled as as aa contract. contract.
Billable service = contract
Installation
Point of Delivery SAP AG 2003
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Grid - Data Model
Regional structure
Distributor (Service provider)
Grid
Point of Delivery
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Deregulation with IS-U/CCS IDE
Basic ideas
From viewpoint of market participant
Country-specific differences
Rules in market Business processes Data exchange formats
Utility scenarios
Agreements between market participants
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Processes in a Deregulated Market
z Data Exchange z Change of Supplier z Payment Processing
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Data Exchange (DE)
DE Task
Point of Delivery
Application data
Service provider
DA Definition
Master data Point of Delivery
DA Process
Customizing
DA Basic Process
Implementation
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Outgoing Communication
SAP SAP process process Start Start (transaction, (transaction, workflow, workflow, methods, methods, and and so so on) on) ... ... ... ... ... ...Event Event function function ... ... ... ... ... ... … … End End
Recipient Recipient
Calls Calls data data exchange exchange
Exchange Exchange software software
Data exchange Determines process module Generates IDoc Generates DE task Determines recipient Executes IDoc
IDoc IDoc system system
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Incoming Communication
Sender Sender
(Optional)
Outgoing Outgoing message message Exchange Exchange software software
(Optional)
IS-U IS-U Changes Changes
IDoc IDoc system system Data exchange Determines process module Starts process in IS-U Generates DE task
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Data Exchange Architecture - Overview
Exchange IDOC AMR
BAPI
IS-U/CCS,EDM,IDE BOR
WF
FI
CO
...
Definition of data exchange process
Contents Sender / recipient Format
Control
Due dates SAP AG 2003
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Monitoring
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Processes in a Deregulated Market
z Data exchange z Change of Supplier z Payment Processing
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Change of Supplier
z View of old supplier z View of new supplier z View of distributor z Special cases:
Start of supply
End of supply
Reversal
Backup supply
Termination without registration Limited period / unlimited period
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Terms Relevant for Change of Supplier
z
Full supply
z
Grid usage
z
Point of delivery
z
Utility scenario / master data change
z
Master agreements
z
Change period
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Service Providers Involved - Example Scenario
Schedule registration
New New supplier supplier
Settlement Settlement coordinator coordinator
Register
Confirm registration
Cancellation / confirmatio n
Distributor Distributor Confirm termination
Old Old supplier supplier
Terminate
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Change of Supplier from Viewpoint of Distributor
Agent starts process in the CIC
or
PoD Customer Address DE223443...Harald Schmidt Cologne DE223443...Günter Jauch Munich ........
Conversion of Excel table and start of processes for each point of delivery
Start 01.03.2003 01.04.2003
or Automatic process start per point of delivery, through incoming IDoc
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Change from Own Supplier to External Supplier
Business Partner
Business Partner
Contract Account
Contract Account
Contract Grid usage
Contract
Contract Grid usage Contract
Supply 'MyElectricity'
Grid usage
Installation
Installation
Installation
Grid usage
Supply
Grid usage
Point of Delivery
1. Change of contract, grid usage
Contract SupplyContract
Supply 'greenPlus' 'MyElectricity'
Installation Supply
Point of Delivery
2. End contract MyElectricity SAP AG 2003
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3. New service greenPlus
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Change from External Supplier to External Supplier
Business Partner
Business Partner
Contract Account
Contract Account
Contract Grid usage
Contract
Contract Grid usage Contract
Supply 'greenPlus'
Grid usage
Installation
Installation
Grid usage
Grid usage
Point of Delivery
1. Change of contract, grid usage
Contract SupplyContract
'Eco2003'Supply 'greenPlus'
Point of Delivery
2. End service greenPlus SAP AG 2003
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3. New service Eco2003
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Change from External Supplier to Own Supplier
Business Partner
Business Partner
Contract Account
Contract Account
Contract Grid usage
Contract
Contract Grid usage Contract
Supply 'Eco2003'
Grid usage
Contract SupplyContract
Supply 'MyElectricity' 'Eco2003'
Installation
Installation
Installation
Grid usage
Grid usage
Supply
Point of Delivery
1. Change of contract, grid usage
Point of Delivery
2. End service Eco2003 SAP AG 2003
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3. New contract with MyElectricity
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Switch Document
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Processes in a Deregulated Market
z Data exchange z Change of Supplier z Payment Processing
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Payment Processing
Creation Creation of of grid grid usage usage bill bill (distributor)
Bill Bill receipt receipt (supplier)
Bill Bill verification verification (supplier) (supplier)
Incoming Incoming payments (distributor) (distributor)
Outgoing payments payments (supplier) (supplier)
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Payment Processing Distributor Billing and invoicing of end customer
Supplier EDI XML Paper
Send individual bill (optional)
Clarification processing
Monitoring
Aggregated posting to supplier account
Bill receipt
Send aggregated bill (optional)
Bill verification
Aggregated posting (FI-CA or FI-AP) Incoming payments
Outgoing payments
Incoming payment advice
Payment advice
Structure of payment lock Clearing of end customer account
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mySAP Utilities in Deregulated Markets: Summary
You are now able to: z Describe the structure of component ISU/CCS IDE z Explain the data model for deregulation z Name the fundamental processes of deregulation
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Appendix
Contents: z CIC components z HTML templates
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Appendix A: CIC Components: Components
Description
Visible
ACTION_BOX
Action box
X
Calls R/3 transactions (tab presentation)
BD_DISPLAY
Business object display
X
Displays business objects and business data (visual presentation)
CALL_STATE
Call status
X
Specifies the status of calls for an agent’s extension. Necessary for telephony functions.
CCONT
Component container
X
Contains other visible components (tab presentation).
CSEARCH_DISP
Search functions
X
Offers functions to search for and display contacts.
QUICK_KEYS
Quick keys
X
Provides pushbuttons for telephony functions.
SCRIPT_DISP
Script display
X
Displays a reminder scripting.
CALLBACK
Callback queue
X
Creates and processes callbacks (callback screens are not part of the framework).
CALLCTR
Call center component
X
Call center policy component. Necessary for telephony functions.
CIC_TOOLBAR
CIC toolbar / exclusion
X
Lists exclusions from the toolbar, and displays GUI status. Necessary.
CTI
CTI
X
Provides CTI functions. Necessary for telephony functions.
HIDDEN SCRPT
Script text
X
Motor for reminder scripting. Necessary for telephony functions.
HLOG
Logging
X
Logs activities.
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Appendix B: CIC Configuration You configure the front office framework in the implementation guide.
When you create a CIC profile, define what the front office contains and how it is structured for a determined agent or group of agents. You define the framework ID (which is used to define which components are included in the front office screen) in two input screens in the implementation guide. You also define the component profiles for each of the components being used. The CIC profile allows you to allocate all this information to a determined position or a complete level of an organization. Visible components (technical name)
Necessary component profile(s) (technical name)
Profile name
ACTION_BOX
ACTION_BOX_CONFIGURATION
ACTION BOX COMP CONFIGURATION
CCONT
COMPCONT_PROF
COMPONENT CONTAINER
CSEARCH_DISP
CONTACT_SEARCH_CONFIGURAT ION
CONTACT SEARCH DISPLAY PROFILE
QUICK_KEYS
QUICK_KEYS_CONFIGURATION
QUICK KEYS BUTTON CONFIG PROF
HIDDEN SCRPT
SCRIPT_PROFILE
SCRIPTING PROFILE
Visible components (technical name)
Necessary component profile(s) (technical name)
Profile name
CALLBACK
CALLBACK_ASSIGN_QUEUE_PRO FILE,
CALLBACK QUEUE ASSIGN PROFILE,
CALLBACK_CONFIGURATION,
CALLBACK COMP CONFIGURATION,
CALLBACK_PROCESS_QUEUE_PR OFILE
CALLBACK QUEUE PROCESS PROFILE
CALLCTR
CALL_CENTER_COMP_CONFIGUR ATION
CALL CENTER COMPONENT CONFIG
CIC_TOOLBAR
TBAR_PROF
CIC APPLICATION TOOLBAR
CTI
CTIADM_PROF, CTIQA_PROF
CTI ADMINISTRATION PROFILE, CTI QUEUE ASSIGNMENT PROFILE
HLOG
ACTIVITY_LOGGING_PROFILE
ACTIVITY CODES LOGGING PROFILE
In a CIC profile, a framework ID, a group of components and their individual profiles are linked together. You can allocate the CIC profile to an organizational unit or position within an organizational structure. © SAP AG
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Appendix C: Telephony Functions and Agent Work Mode The following list contains all telephony functions and agent work modes: Agent Registration Logs the agent onto the corresponding queue for the switch. Agent-Logout Logs the agent off the corresponding queue for the switch. Set Agent Work Mode Ready – Ready to accept calls Not ready – Not ready to receive calls Work / ready – Processing last call, but ready to accept calls Work / ready – Processing last call, not ready to accept calls Wait (waiting for calls) Set the agent’s work mode to ‘Ready’ and wait to receive a call. Wait / accept Wait for call, then answer call automatically. Undo wait Undo work mode. Pick up Pick up call for extension. If no call was selected by the R/3 application, the CTI server finds the call and accepts it. Execute consultation call Set current call to ‘hold’ and execute consultation call on a different number. If no current call exists, execute the original call from the extension on a different number. Resume
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When the original call is still set to ‘hold’, following a consultation call, the agent wants to end the consultation call and resume with the original call. At some switches this function provides the only possibility to resume a call. Switch If there are two calls for one extension, the agent can switch between the call on hold and the active call. It is possible that this is not supported by all CTI servers and switches. Conference call Connect a call on hold and an active call to a conference call. Blind transfer Forward a call directly to a supplied number. The agent cannot determine whether the call has actually reached its original destination. Warm transfer Set the active call to ‘hold’ and execute a consultation call on a number determined by the agent. If the agent reaches the participant, he can connect the participant on hold to the consulting participant. After the call has been transferred, the agents logs out from the call. Hold Set an active call at the extension (status ‘connected’) to ‘hold’. Change ‘hold’ status Switch between ‘hold’ and ‘reconnect’. Resume Resume a held call on the agent’s extension (status ‘connected’). No other call can be active on this extension. Only one call can be active or connected on each extension. Transfer Transfer an incoming call to another extension or queue, without answering the call. Not all switches support this operation. Drop self Log an agent’s extension out of a conference call. The conference is not ended. The other participants can continue. Drop partner © SAP AG
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Log out another participant (not the agent) from a conference call. Because this operation can be interpreted as a supervisor function, it is not supported by all CTI servers for all users. Make outgoing call. Make call. End call End all participants of a conference call. This operation is dependent upon the switches being used and the CTI server being used. This is because at some switches / CTI servers only the agent is logged out of the conference, but the whole conference call is not ended. End / wait End call, switch to ready mode and wait for new call. End / work / not ready End call, switch to ‘not ready’ mode (for subsequent processing). No calls can be received. End / not ready End call, switch to ‘not ready’ mode (for other reasons, such as lunch break). End / work / ready Switch work mode to ‘ready’ then end call. End / wait / accept End call, wait for new call and then answer automatically. Refresh with call-related data Update displayed data (business object display) using call-related data. For this function to be active, at least one call must exist at the extension. Refresh call status Manually refresh call status window. Leave call management Leave application.
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Appendix D: SAPphone – CTI Interface In the CIC, all soft phone functions from the agent screen communicate with all work modes and the agent status using the SAPphone – CTI interface. This interface is a published RFC interface of the R/3 system. SAPphone currently offers a number of APIs, which form the central gateway between the R/3 applications (such as the CIC) and the CTI middleware products / telephony servers. The SAP Complementary Software Program prepares a certification process for the SAPphone-RFC interface. CSP publishes a list of available telephony servers in SAPNet.
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Appendix E: Call Center Glossary Action box – A component, which the agent uses to execute available business transactions. The business transactions are arranged in a tab page. The action box enters information from the business object display into the transactions. Agent – A person who processes incoming and outgoing calls. Agent logout – The log out of an agent from a queue. Agent registration – The registration of an agent in a queue. Agent work mode – The activity status of an agent, which indicates whether the agent is able to accept calls. Activity – An action executed by an agent. CIC components indicate the activities for logging purposes. Call-relevant data – Information relating to a call. This information is usually gained using IVR before the call actually reaches the agent. A different agent may also have gained the information during the course of an earlier conversation. Caller ID – The caller’s telephone number. Call status – A component with which the agent can display the telephony status of all parties participating in the conversation. Dialed number identification service (DNIS) – Telephone network function, which forwards a numerical string to a call-processing system and displays the number dialed by the caller. Outgoing call – Call, which an agent or a predictive dialing system makes to a participant outside of the call center. Automatic Call Distributor (ACD) – Special telephone system, which call centers use to process incoming calls. The Automatic Call Distributor is a programmable system, which automatically answers calls, transfers them to queues and agents, and asks callers to hold. It can also be used to retrieve real-time and historical reports on the aforementioned activities. You can use the ACD as a standalone system or integrated in a network or PBX.
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Automatic Number Identification (ANI) – A function of the telephony network, which transfers the caller’s number in real-time to the call center. Ready – Mode, in which an agent is ready to accept calls. Business object display – A component that displays objects such as customers, customer orders and service notifications. During the course of the conversation, the agent displays or changes these objects. Call center – A superordinate term, which is generally used for reservation centers, hotlines, information services or customer service centers. It does not play a role in the way these organizations are structured, and what type of transactions they execute. The term is often questioned, as calls only make up a part of the relevant transactions, and the word ‘center’ does not describe the complex environments very precisely. CIC Profile – Information that defines how the CIC functions. A CIC profile identifies a framework ID and individual component profiles for the framework. Computer Telephony Integration (CTI) – The software, hardware and programs, which seamlessly and intelligently integrate telephones and computers. Customer Interaction Center – The R/3 application that provides call center functions for customer service organizations. The CIC application allows agents to process incoming and outgoing calls and customer-related business transactions. Firms can use the CIC for numerous different business scenarios (such as sales, service, move-in or personnel matters). Blind transferred call – A call that an agent transfers to a different agent, without having spoken to this agent. Incoming call – Call made by an external participant, received in a call center. Framework – Program that determines the front office configuration, based on the CIC profile, and executes all component programs. The framework consists of configuration tables, the front office screen, an empty default subscreen, titles, and the functions for processing components. Framework ID – Unique alphanumerical name with a maximum of 15 characters. The framework ID identifies a list of components. Front office – Central CIC screen, which an agent uses to execute transactions. You can configure this screen for each agent and the corresponding relevant business requirements. © SAP AG
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Function bar – The component that defines the application function bar in the CIC. Although the application function bar for the agent is visible, this component is an invisible component as it is not displayed in a subscreen. Reminder scripting – Automatic conversation support, which is available to the agent for certain activities. This help gives the agent important instructions and thus supports him/her during the conversation. Hold – Sets the wait status for a participant. Component – A central CIC feature and the functions that forms its basis. A component can be visible or invisible. Visible components are displayed as subscreens in on of the six subscreen areas, or “slots” in the front office. Invisible components provide functions that do not have visible interfaces. Component container – A special component type that increases the number of components potentially included in the front office from six to eleven. This is achieved because up to five components can be included in a configurable subscreen. Conference call – A call in which three or more participants are usually linked. Each participant can speak to any other participant. Predictive dialing – Automatic dialing and creation of telephone connections, such as for telesales campaigns. The call is only put through to an available call center service employee when the connection to the customer is successful. Logging – The recording of call-related activities (call center agent activities, events and business transactions that run in the background) using the Customer Interaction Center (CIC). The CIC writes the information gained in log tables. Quick keys – A maximum of 12 pushbuttons that enable you to quickly access freely selectable functions or transactions from the CIC or the R/3 system. Consultation call – Call in which an agent sets a participant to ‘wait’ and then calls a different agent or participant. Callback queue – A group of calls that agents must make later. Visible component – Component, available via a customer subscreen, which is displayed in one of the six slots in the CIC framework. © SAP AG
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Script – Text created in SAPscript for reminder scripting. This text can be completely configured and can contain variables. Slot – One of the subscreen areas in the front office. Search and display customer data – Component that displays caller-related information. The Customer Interaction Center (CIC) can use automatic number identification (ANI) to determine this information and automatically display it when the agent enters a conversation. Alternatively, the agent can search for the customer data manually. Switch – Telephone systems and other installations that connect calls with each other. Telephony controls – Typical telephone functions that are available as pushbuttons in the CIC front office. Telephone server – Telephone software that, depending on whether configuration is direct or indirect, functions as a bridge between the R/3 system and a private branch exchange (PBX) or a computer-telephone integration middleware system. Queue – A list defined in a switch, in which calls are held until an agent is available. Call transferred with announcement – Before transferring this call, the agent asks a colleague to accept the call. Transfer – Transfers incoming calls to another employee or a queue, without answering the call.
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Appendix F: Abbreviations ACD
Automatic Call Distributor
ACW
After Call Work
ANI
Automatic Number Identification
ARU
Audio Response Unit
BRI
Basic Rate Interface
CCR
Customer Controlled Routing
CI
Customer Interaction
CIC
Customer Interaction Center
CPE
Customer Premises Equipment
CS
Customer Service
DN
Dialed Number
DNIS
Dialed Number Identification Service
ISDN
Integrated Services Digital Network
IVR
Interactive Voice Response
IXC
Inter Exchange Carrier
LAN
Local Area Network
LEC
Local Exchange Carrier
PABX
Private Automatic Branch Exchange
PBX
Private Branch Exchange
PRI
Primary Rate Interface
PSN
Public Switched Network
TAPI
Telephony Applications Programming Interface
TSAPI
Telephony Services Application Programming Interface
VRU
Voice Response Unit
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Exercises LO840 Appendix: Workflow Subject: Create workflow task This appendix to course LO840 describes how to: •
Create a standard workflow task that is triggered when a certain transaction is executed in the CIC action box for a certain customer.
•
Allocate the workflow task to a user, within your organization.
If the call center agent in your organization creates a customer order for a certain customer, this customer order must be confirmed by a supervisor. Create a workflow task that is then always triggered when the call center agent creates a customer order for this customer, and allocate the task to the relevant supervisor.
Procedure Overview 1. Define standard task Task category - BOR object type - Method - Triggering event Activate event linkage 2. Standard role Role category Container definition Responsibility definition
(TS, T, WS, WF, TG) (business object concerned) (what the recipient should do) (what triggers the workflow task?) (Determines who processes the task) (responsibility) (element, table, field) (customer(s) for whom the workflow is to be triggered)
3. Allocate default role to task - Definition of person responsible for processing the workflow task 4. Allocate standard task / responsibility to agent / position - Allocate standard tasks to a position or a user within the structure of the organization. Reference information Business Object Repository: SWO1 General business object types: Customer contract
BUS2034
Customer enquiry
BUS2030
Customer quotation
BUS2031
Maintenance notification
BUS2038
Maintenance order
BUS2007
Sales order
BUS2032
Service notification
BUS2080
Service order
BUS2088
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Procedure 1. Define task Select Tools Æ Business Workflow Æ Development, and then Definition Tools Æ Tasks / Task Groups Æ Create. Enter task category TS (standard task) and select create. Enter the following information: Description Code:
CIC-WF-##
Description:
Check sales order
Object method BOR object type:
BUS2032 (sales order)
Method:
EDIT
Confirm the message “Transfer Unavailable Elements from Object Method” with Yes. Workitem text:
(The text to appear in the inbox of the workflow recipient)
Note: Select the symbol Insert Variables to display the variables that you can include in the workitem text. For example “Check sales order &_WI_OBJECT_ID.SALESDOCUMENT&”. Select Container and check whether the sales order is displayed in the list of container elements. Triggering event Select the symbol Insert Event. Enter the following: Object type:
Sales order = BUS2032
Event:
CREATED
Note: At this point in the application, the Event Linkage symbol is inactive (red). To activate the event linkage, select the event and then select Process Æ Event Æ Activate/Deactivate Linkage, or select the Event Linkage symbol.
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Set task category Select Additional Data Æ Agent Assignment and then Properties. Set the task to General Task. Use the green arrow to return and then save. 2. Define standard role Select Definition Æ Tools Æ Standard Roles Æ Create. Select the Create symbol. Code: Description: Role category:
CIC-WF-## Responsibility test Responsibilities
Save the role. The system now shows the pushbuttons Container and Responsibilities. Select Container and then the Create symbol. Confirm the message “Create with ABAP Dictionary Field Defaults?” with Yes. Enter table VBAK. The field attributes are shown. Select the field name KUNNR (element = soldto-party) and create the necessary element. Save the container. To define the responsibilities in the role (for example, for which customer(s) to carry out the test), select the Responsibilities pushbutton and then the Create symbol. Enter the name of the person responsible (check for customer ####) and the necessary validity period. Enter, for example, 3000 to 3000 as the sold-to-party. (The workflow is then only triggered for this customer). Note: When you have saved, the responsibility is reported as complete. 3. Allocate default role to task Call the standard role that you created in the change mode. Select the tab page Default Roles. In the column Standard Role, enter the standard role (responsibility), which you created for the agent. Save the allocation of the responsibility to the agent. Call the standard role in change mode. In the Change Responsibility screen, select the responsibility that you created, and select the Allocate Agent symbol. To allocate the responsibility to a certain agent, select the agent category User and enter the name of the desired agent within your organizational structure. To allocate the responsibility to a group of agents, select the agent category Position and select the desired position (agent ##). In the dialog box, select the Create symbol. © SAP AG
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4. Allocate standard task / responsibility to agent / position You can also allocate standard workflow tasks and responsibilities from PD-ORG to agents and positions. Select Logistics Æ Customer Service Æ Customer Interaction Center, and then Administration Æ CIC Structure Æ Organization Plan Æ Change. Enter the required organizational structure and select Change. Select the Agent Assignment pushbutton in order to display agents within the organization. Select the required agent/position and select the Task Profile pushbutton. To allocate a standard task to the agent or position, select the Allocate Task pushbutton and then select the task (CIC-WF-##) that you created. Save the task allocation. To allocate a responsibility to the agent or position, select the Allocate Responsibility pushbutton and then select the responsibility (CIC-WF-##) that you created. Save the responsibility. To update the organization environment, select Process Æ Refresh. Test the workflow task by creating a sales order for customer ####, and saving. Check whether the workflow item was actually generated in the agent’s office inbox.
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Appendix: HTML Templates Table of Contents: HTML Templates * Configuring the Services * Configuration with the Object Navigator (SE80) * Configuration with the SAP@Web Studio (optional) * Creating Your Own HTML Templates * Structuring the URL * Structuring the Templates * Debugging Functions * ewhv_functions * Sample Templates * SAPLEWHV_EXAPMLE1.html * SAPLEWHV_EXAPMLE2.html *
HTML Templates In the CIC (L-shaped framework), the customer information is displayed in an HTML template by default. To use this template, you first have to configure a service as described in section 0. You also have the option of defining your own layouts in separate HTML templates. To do this, proceed as described in section 0.
Prerequisites In order to use the HTML-based customer information, the following services must exist on the ITS: •
EWHV (templates for the layout)
•
ISU_GLOBAL (HTMLBusiness functions for reading the node data: ewhv_functions.html; debugging functions: ewhv_debug.html and ewhv_debugfunctions.html)
•
ITS system libraries
To ensure that the HTML customer overview is displayed correctly, you should use the latest version of the ITS (4.6C) and the current HTML library. IS-U version 4.6B included templates whose layout was modified to suit the limited options available in this release. However, you can (and should) always use the latest versions with your R/3 IS-U system.
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Configuring the Services In Release 4.61, you have to publish the services on your ITS with the SAP@Web Studio This means the necessary files have to be copied to the appropriate locations on the ITS server. Note
You can also publish the services directly from the Object Navigator (transaction SE80) starting in Release 4.62.
Configuring with the Object Navigator (SE80) Make sure you meet the prerequisites: 1. Check the Utilities/Settings… in the ITS tab page to make sure the correct Web server and targets for publishing have been configured. Then proceed as follows: 1. Choose the Internet Service category in the object list selection 2. Enter the names of the services to be created: EWHV and ISU_GLOBAL. 3. Click on the required service with the right mouse button. 4. Choose Publish? Complete service from the context menu. Should errors occur at any time during the publishing process, a log with the corresponding message texts is output. If no errors occur, the message The object was published is displayed in the status bar. Also be sure to read the online documentation for SE80. To do this, choose function Help → Application Help → Integration of Internet Services in SE80 from within the Object Navigator.
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Configuration with the SAP@Web Studio (optional) Procedure: 1.
Check under Project/Site Definition to make sure you are connected with the R/3 System. Please use the online help if you have any difficulties configuring the site definition.
Figure 1: Example of How You Can Define the Web Server or ITS Host in the Web Studio 2. Configure a new ITS project: EWHV or ISU_GLOBAL. 3. Connect to the R/3 System: Tools/Source Control/Connect to R/3 4. Click on the corresponding service with the right mouse button and choose Get from the context menu. 5. Choose All files and click on OK. 6.
Choose the File View tab from the object selection list, click the service folder with the right mouse button, and choose Publish from the context menu.
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Creating Your Own HTML Templates You can define your own HTML template to create your own customized view of the IS-U data. To use your own HTML templates, you have to create a new template on the ITS that conforms to the EWHV naming conventions – that is, it must be called .html. You can create this template in the SAP@Web-Studio or in transaction SE80. Note
You can also use NT tools to edit the template in the ITS file system – in this case, pay particular attention to the naming conventions. Note
If you use the SAP@Web-Studio under 4.61, you do not have to check this template into the R/3 System, as it is only used from the ITS. If you try to check the template into the R/3 System anyway, an error message will be displayed because the name does not correspond to the standard R/3 naming conventions1. Should it be necessary to check in a template anyway, please rename it accordingly beforehand (naming conventions: starts with “Z” instead of “SAP”. Do not publish the template under this name (starting with “Z”) on the ITS, however, because the service only detects templates that meet the naming convention SAPLEWHV_.html.
Structure of the URL The URL that you can use to access the HTML-based customer information function (among others) with a browser outside the SAP system has the following structure: http:////!?~okcode=+&view=&objkey=& classid=isupartner The placeholders indicated with <> have to be replaced as follows:
The URL of the ITS at your company, such as ITS1.MyCompany.com
scrips/wgate/ewhv
Name of the HTML data selection, such as PARTNER
Number of the business partner (with leading numbers for strictly numeric partner numbers), such as 0000004711
You can also append “&debug=1” or “&debug=2” to the URL if you want to use the debugging options described in section 0. We recommend using the debugging functions if you want to create your own templates, as it will give you an overview of the objects and fields that can be displayed.
Structure of the Templates The main template for the HTML-based customer information function is saplewhv_100.html. This template is used to load the libraries used, provide the debugging functions, and dynamically integrate the HTML template for the layout(VIEWNAME.html). 1
The naming conventions will be synchronized in the next release.
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Debugging Functions The templates of the HTML-based customer information function provide two debugging modes for your use. These modes are activated with parameters “debug=1” and “debug=2”, which can be specified in the URL. Mode 1 shows an overview of the displayed objects with their (hierarchical) dependency and the names of the object types and classes; mode 2 displays an overview of the objects and the transported field attributes (contents). An example of a URL that activates debugging mode 2 appears below: http://pwkk4.wdf.sap-ag.de:1080/scripts/wgate/ewhv/!?view=account&classid=isupartner&objkey =0000004171&~okcode=+&debug=2 The debugging functions are also available for templates that you define yourself. They must however satisfy the naming conventions described in section 0.
ewhv_functions To address the data in the templates, a number of special HTMLBusiness functions are supplied in file ewhv_funktions.html in service ISU_GLOBAL. If you want to write your own templates, we recommend familiarizing yourself with the general HTMLBusiness functions.
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Function
Description
object = root()
Returns the object that starts the cluster builder. This is “Business partner” for the HTML-based customer information function. Example: `partner = root();`
value = attrib(obj, attr)
Returns the value of attribute “attr” of object “obj”. Example: `value=attrib(partner,"DESCRIPTION")`
object = child( obj, ind )
Returns the sub-object with index “ind” for an object “obj”. Example: child1 = child(partner, 1)
num = child_dim( obj )
Returns the number of sub-objects “num” for an object “obj”. Example: num = child_dim(partner)
object = childoftype( obj, typeid, ind )
Returns the sub-object “object” with type “typeid” and index “ind” for an object “obj”. Example: acct = childoftype(partner, "ACCOUNT", 1)
num = childoftype_dim(obj, typeid )
Returns the number of sub-objects “num” of type “typeid” for an object “obj”.
object = father( obj )
Returns the parent object of object “obj”.
id = typeid( obj )
Returns the type ID “typeid” of an object “obj”.
clsid = classid( obj )
Returns the class ID “clsid” of an object “obj”.
cls = class( obj )
Returns the class “cls” of an object “obj”.
object = ObjectOfClass( clsid, ind Returns the object with the index “ind” of a class “clsid”. ) num = ObjectOfClass_Dim( clsid )
Returns the number of objects in a class
name = attrib_name( cls, ind )
Returns the name of the attribute with the index “ind” of a class “cls”. (Only works when the meta info parameter is set.)
text = attrib_text( cls, ind )
Returns the text of an attribute with the index “ind” of a class “cls”. (Only works when the meta info parameter is set.)
num = attrib_dim( cls )
Returns the number of attributes in a class “cls”. (Only works when the meta info parameter is set.)
key_atr =class_key( cls, ind )
Returns the key attributes with the index “ind” of a class “cls”. (Only works when the meta info parameter is set.)
num = class_key_dim( cls )
Returns the number of key attributes in a class “cls”. (Only works when the meta info parameter is set.)
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An example HTML template appears below. This template is intended to illustrate how you can address the objects and their data. This template is supplied as SAPLEWHV_EXAMPLE1.html with service EWHV. Alternatively, you can enter it manually as described below. HTML data selection EXAMPLE1 must be present in the IMG. Make sure that the structure selection “First by contract account, then by premise” is specified and that the display has been activated for the business partner and the contract account. Please do not select any fields from the presentations of the business partner or contract account, to make sure that all the fields will be available for display.
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Example Templates SAPLEWHV_EXAPMLE1.html `include (~service="isu_global", ~language="", ~theme="99", ~name="ewhv_functions.html");` `partner = root();` Name: `attrib(partner,"DESCRIPTION")`
Street: `attrib(partner,"STREET")`
Partner `attrib(partner,"NAME1")` has class `class(partner)` and classid `classid( partner )`.
Object partner has `child_dim( partner )` child object(s).
`acct = childoftype(partner, "ACCOUNT", 1)` `repeat with id from 1 to childoftype_dim(partner, "ACCOUNT")` `acct = childoftype(partner, "ACCOUNT", id)` `typeid(acct)`: `attrib(acct,"VKONT")` `end`
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SAPLEWHV_EXAPMLE2.html The above example has been extended below in order to illustrate the HTMLBusiness layout functions. The documentation of these functions can be found in SAPNet: http://mysap.wdf.sapag.de:2080/ - SAP Business HTML Cookbook. `include (~service="system", ~language="", ~theme="dm", ~name="templateLibrarydhtml.html");` `include (~service="isu_global", ~language="", ~theme="99", ~name="ewhv_functions.html");` `SAP_TemplateGroupboxBegin(groupBoxLabel="Data Box", width="600")` `partner = root();` Name: `attrib(partner,"DESCRIPTION")`
Street: `attrib(partner,"STREET")`
Partner `attrib(partner,"NAME1")` has class `class(partner)` and classid `classid( partner )`.
Object partner has `child_dim( partner )` child object(s).
`acct = childoftype(partner, "ACCOUNT", 1)` `SAP_TemplateTableBegin(title="Accounts");` © SAP AG
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`SAP_TemplateTableRowBegin();` `SAP_TemplateTableCellBegin(subtype="TEXT")` TypeID `SAP_TemplateTableCellEnd();` `SAP_TemplateTableCellBegin(subtype="TEXT")` Account # `SAP_TemplateTableCellEnd();` `SAP_TemplateTableRowEnd();` `repeat with id from 1 to childoftype_dim(partner, "ACCOUNT")` `acct = childoftype(partner, "ACCOUNT", id)` `SAP_TemplateTableRowBegin(); SAP_TemplateTableCellBegin(subtype="NONEDIT1"); typeid(acct); SAP_TemplateTableCellEnd(); SAP_TemplateTableCellBegin(subtype="NONEDIT1"); attrib(acct,"VKONT"); SAP_TemplateTableCellEnd(); SAP_TemplateTableRowEnd();` `end` `SAP_TemplateTableEnd()` `SAP_TemplateGroupboxEnd()`
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