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SAP IS-Utilities

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 and transactional data. It also describes the CIC as a platform for interactive processing of business transactions that allows customer service agents to identify customers, view customer information, and perform predefined business processes. Finally, it discusses CIC terminology and configuration, including how the CIC profile is allocated in the organizational plan and structure.

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Raj Singh
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34 views

SAP IS-Utilities

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 and transactional data. It also describes the CIC as a platform for interactive processing of business transactions that allows customer service agents to identify customers, view customer information, and perform predefined business processes. Finally, it discusses CIC terminology and configuration, including how the CIC profile is allocated in the organizational plan and structure.

Uploaded by

Raj Singh
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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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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