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    Sap Isu Utilities

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    Raja
    This document provides an overview of SAP IS-Utilities (IS-U) and the Customer Interaction Center (CIC). It discusses how IS-U maps functional areas to business processes and integrates master data between R/3 and IS-U. It also describes the CIC as a platform for interactive processing of business transactions that allows customer service agents to quickly identify customers, display customer information, and process predefined business processes. Finally, it covers CIC terminology, configuration, procedures, and how the CIC profile is allocated in the organizational plan.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Sap Isu Utilities

    Uploaded by

    Raja
    110 views30 pages
    This document provides an overview of SAP IS-Utilities (IS-U) and the Customer Interaction Center (CIC). It discusses how IS-U maps functional areas to business processes and integrates master data between R/3 and IS-U. It also describes the CIC as a platform for interactive processing of business transactions that allows customer service agents to quickly identify customers, display customer information, and process predefined business processes. Finally, it covers CIC terminology, configuration, procedures, and how the CIC profile is allocated in the organizational plan.

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    203350056-Sap-Isu-Utilities.pptx

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    This document provides an overview of SAP IS-Utilities (IS-U) and the Customer Interaction Center (CIC). It discusses how IS-U maps functional areas to business processes and integrates master data between R/3 and IS-U. It also describes the CIC as a platform for interactive processing of business transactions that allows customer service agents to quickly identify customers, display customer information, and process predefined business processes. Finally, it covers CIC terminology, configuration, procedures, and how the CIC profile is allocated in the organizational plan.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    110 views30 pages

    Sap Isu Utilities

    Uploaded by

    Raja
    This document provides an overview of SAP IS-Utilities (IS-U) and the Customer Interaction Center (CIC). It discusses how IS-U maps functional areas to business processes and integrates master data between R/3 and IS-U. It also describes the CIC as a platform for interactive processing of business transactions that allows customer service agents to quickly identify customers, display customer information, and process predefined business processes. Finally, it covers CIC terminology, configuration, procedures, and how the CIC profile is allocated in the organizational plan.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 30

    SAP IS-Utilities

    SAP R/3 and IS-U Overview

    Ripunjay Rathaur
    SAP CRM/ISU

    Mapping Functional Areas to the Business Process

    Master Data/Transaction Data

    In Summary

    Business Objects in IS-U/CCS

    The IS-U House

    The IS-U House

    The IS-U House

    Business Master Data

    Business Master Data integration with R/3

    Technical Master Data

    The technical master data relationship

    Business and Technical Master Data Link

    Business and Technical Master Data CCS View

    Customer Services Overview

    What is Customer Interaction Center..?

    An application component that provides a multi-level,


    integrated platform for interactive processing of business
    transactions.

    The Customer Interaction Center's extensive functions enable


    agents to provide maximum customer service, process
    incoming and outgoing calls, as well as analyze and solve
    problems fast and effectively.

    Typical Uses of the CIC: Identification

    The CIC enables the customer service agent to quickly identify


    the customer or process, even if the customer's details are
    incomplete.

    Typical Uses of the CIC: Identification

    Once the customer has been identified, the agent can display
    information on the customer, his or her installations, as well as
    previous and current transactions.

    Typical Uses of the CIC: Identification

    Predefined and company-specific business processes


    (e.g. name changes, changes in bank details, move-in
    processing, interim billing, various types of complaints)

    Contact Management in Customer Service

    Structure of the Customer Service Component

    Customer Interaction Center

    Typical Front Office Calls

    Front office calls are the business processes that are


    carried out daily in your company

    CIC Terminology

    CIC Configuration: Overview

    CIC - L Form

    - Slot 1:
    ISUSDPART - BP
    identification
    - Slots 2 and 4:
    ABOX_SLIM,CALL_STATE,
    QUICK_KEYS
    - Slot 5:
    NAV_AREA: navigation area
    - Slot 6:
    APPL_AREA_2: application
    area

    Procedure

    Organizational Plan

    Allocate the CIC Profile in the Organizational Plan

    Organizational Structure

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