SAP IS-UtilitiesSAP R/3 and IS-U Overview

Ripunjay Rathaur

SAP CRM/ISU

Mapping Functional Areas to the Business Process

Master Data/Transaction Data

In Summary…

Business Objects in IS-U/CCS

The IS-U House

The IS-U House

The IS-U House

Business Master Data

Business Master Data integration with R/3

Technical Master Data

The technical master data relationship

Business and Technical Master Data Link

Business and Technical Master Data – CCS View

Customer Services Overview

What is Customer Interaction Center..?

• An application component that provides a multi-level, integrated platform for interactive processing of business transactions.

• The Customer Interaction Center's extensive functions enable agents to provide maximum customer service, process incoming and outgoing calls, as well as analyze and solve problems fast and effectively.

Typical Uses of the CIC: Identification

• The CIC enables the customer service agent to quickly identify the customer or process, even if the customer's details are incomplete.

Typical Uses of the CIC: Identification

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

Typical Uses of the CIC: Identification

•Predefined and company-specific business processes (e.g. name changes, changes in bank details, move-in processing, interim billing, various types of complaints)

Contact Management in Customer Service

Structure of the Customer Service Component

Customer Interaction Center

Typical Front Office Calls

• Front office calls are the business processes that are carried out daily in your company

CIC Terminology

CIC Configuration: Overview

CIC - L Form

-Slot 1: ISUSDPART - BP identification

-Slots 2 and 4: ABOX_SLIM,CALL_STATE, QUICK_KEYS

-Slot 5: NAV_AREA: navigation area

- Slot 6: APPL_AREA_2: application area

Procedure

Organizational Plan

Allocate the CIC Profile in the Organizational Plan

Organizational Structure