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Version 1.

600
April 2006
English

Scenario Guide
Customer Service Management:
Interaction Center Configuration

SAP AG
Neurottstr. 16
69190 Walldorf
Germany
SAP Best Practices Customer Service Management: Interaction Center Configuration

Copyright
Copyright 2006 SAP AG. All rights reserved.

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Contents
Configuring the Interaction Center....................................................................................................... 4
General Description......................................................................................................................... 4
Components..................................................................................................................................... 8
Window Title................................................................................................................................. 8
Application Toolbar....................................................................................................................... 8
Business Partner Identification..................................................................................................... 9
Reminder Script/Alert................................................................................................................. 10
Action Box.................................................................................................................................. 15
Navigation Area.......................................................................................................................... 42
Application Area.......................................................................................................................... 44
Context Menu............................................................................................................................. 60

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Configuring the Interaction Center


General Description
The CRM Interaction Center is a key function of SAP CRM and contains a range of tools for
Interaction Center agents. Use these functions to process and record customer contacts.
The IC can be integrated with other SAP products, components, and functions. This means that you
have unrestricted access to relevant customer information and customer-related business
processes.
You can execute all work processes and tasks in your interaction center.
You can find a detailed description of the Interaction Center components in the following document..
We have documented some configuration components even though they are activated for the Best
Practice for Water Utilities. This has been done in order for the document to represent as closely the
actual configuration delivered. Also deactivation is a commen used technich for this area.

Several places logical system names have been referenced. When configuring your system you will
need to substiture the documented and configures system names with those of your own. In general
the IS-U/CCS system is named WTUCLNTxxx and the CRM system is names WTCCLNTxxx in this
document. Some screenshots are taken from the testing systems, which might show CDUxxx for IS-
U/CCS system and CDCxxx for the CRM system.

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Pic. I: Structure of Interaction Center Components in the Best Practice for Water
Utilities based on IC Packaged Solution

An agent is assigned to one or multiple IC profiles. IC profile information can be


viewed by clicking Application Menu Agent->Framework Status on the Interaction
Center screen.

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Pic. II: Framework Status in Interaction Center

Each Framework status contains detail information on Framework ID, Framework


Configuration/Components and Active Profile Values assigned to the specific IC
profile.
To view the contents of a specific Framework ID, follow the IMG path below, click on
Maintain Framework ID and Parameters and select ZW_ISU framework ID.
CRM IMG:

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Pic. III: Visible components in Framework ID ZW_ISU

The following visible components are available in the Interaction Center:

Window Title: The window title is located underneath the standard toolbar and can
be maintained in the IMG.
Application Toolbar: The application toolbar is located underneath the standard
toolbar and therefore directly above the workspace. The application toolbar contains
the application-specific functions, whereas the standard toolbar contains the
functions that are used across applications.
Business Partner: The business partner and the contact person are identified here
by name or entered manually. In the application area, under the Identify Partner tab
page, you can search for data according to business partner. You can also maintain
the relevant master record data fields here.
Reminder Script/Info: This function displays summarized information based on
results or system activities.
Action Box: You can use the buttons or menus in the action box to access the
following functions or objects:
Show hidden tab pages in the application area
Call other transactions in the CRM system

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Call transactions in other SAP systems (IS-U, for example)


Display internet and intranet pages
You can transfer variables (such as business partner data) to each of these called
transactions.
Navigation Area: The customer fact sheet is displayed in this area. You can also
transfer transactions from the history to the application area by double clicking on
them.
Application Area: The tab pages of the application area are also referred to as
workspaces. The default workspaces are Identify BP and Customer Overview which
is one of the available Customer Fact Sheets.

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Components
Window Title
Application Toolbar
Business Partner Identification
Reminder Script/Alert
Action Box
Navigation Area
Application Area
Context Menu

Window Title

Pic. 1.1: Window Title


The window title is located underneath the standard toolbar and is maintained in the Maintain
Window Title by using Title number assigned to the Framework ID. A current Framework ID can be
viewed through agents Framework status on the IC menu. Follow the CRM IMG below and select
Maintain Window Title.

CRM IMG:

Pic. 1.2: CRM IMG path for maintaining window title

Application Toolbar
The buttons End Contact, Refresh, and Switch are included in the application toolbar for the
packaged
solution Interaction Center for Utilities.

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Pic. 2.1: New Pushbuttons in the Interaction Center for the Best Practice for Water
Utilities
You can use the Switch button to quickly and easily maximize (switch to full screen mode) the
workspace being used. Choosing the button again restores the workspace to its original size. These
function buttons can be activate or deactivate by selecting Deactive Function Codes in Toolbars in
the following CRM IMG.
CRM IMG:

Pic. 2.2: CRM IMG path for maintaining Application Toolbar Pushbuttons

Business Partner Identification


You can use the Business Partner Search area to identify customers according to certain criteria
such as name or company.

Pic. 3.1: Business Partner Identification in the Interaction Center


If you have identified a business partner and confirmed the selection (by choosing the green
checkmark), the system displays all relevant customer data in the Interaction Center. This
information is also saved to the clipboard (business object display) so that it can be used again by
other functions.

Pic. 3.2: Business Partner with relationship identified in the Interaction Center

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CRM IMG:

Pic. 3.3: CRM IMG path for maintaining Business Partner Identification visible
component with a specific Framework ID

Reminder Script/Alert
The Reminder Script/Info area displays summarized information based on events and system
activities. This can be a short message to the customer for example: You may also be reminded of
certain promotions when you log on to the IC. Reminder script texts appear when certain events or
activities occur in the Interaction Center. For example, when you answer a call an event is triggered
and the relevant script is displayed. A reminder script can also remind you of a sales activity when
you open the Interaction Center.
The Best Practices for Water Utilities include two individual reminder scripts that meet your
requirements. Additional reminder scripts can be realized as special requirements. In order for
reminder script to work, there are settings needed in IMG and in SAP Menu. Follow the IMG Path
below for settings in visible component, hidden component, script activities and script profile. Follow
the SAP Menu Path below for settings in defining script text and assigning script text to reminder
script.

Pic. 5.1.1: Reminder Script in the Interaction Center

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CRM IMG:

Pic. 5.1.2: CRM IMG path for maintaining Reminder Script visible component with
a specific Framework ID

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Pic. 5.1.3: CRM IMG path for maintaining Reminder Script hidden component

Pic. 5.1.4: CRM IMG path for defining Scripting Activities

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Pic. 5.1.5: CRM IMG path for defining Scripting Profiles

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Pic. 5.1.6: SAP Menu path for defining Script Texts

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Pic. 5.1.7: SAP Menu path for assigning Texts for Reminder Scripting

Action Box

Pic. 6: Action Box in Interaction Center


This section describes the business processes (that is the transactions and functions) that are
triggered in the CRM system but executed directly in the IS-U system.
Some transactions that are executed using fast entry are provided as part of the Increased Efficiency
project.
For more information on these new transactions, see the cookbook Efficient Process in IS-U/CCS
New Developments which you can find on the SAP Service Marketplace under
http://www.service.sap.com/utilities.
You can adapt up to 20 of your existing front office processes if this is necessary for executing the
processes. The action box structure described below is a proposed structure and can be modified to
meet your individual requirements.
CRM IMG:

Pic. 6.0.1: CRM IMG path for maintaining Action Box visible component with a
specific Framework ID

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Pic. 6.0.2: CRM IMG path for maintaining Action Box component variant

Pic. 6.0.3: CRM IMG path for maintaining Logical System for Action Box

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If the needed logical system is not available on the mapped logicial systems, a new entry can be
created by clicking on the New Entries button then select one from the logical system dropdown
menu (F4).
If the logical system does not exist at all, then the setup sequences are as follows:
Specify the logical system used to determine and then access the remote system in dataflow customizing and in
the transaction execution. The following three steps are necessary to provide logical systems to the Action Box:
1. Define the logical system
2. Assign the locical system to RFC destination
3. Assign logical system to Action Box processing

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Pic. 6.0.4: CRM IMG path for defining Configuration Profile for Action Box

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Pic. 6.0.5: CRM IMG path for Action Box Configuration Profile ZW_ISU

Transaction Group Partner (Deactivated for Best Practice for Water


Utilities)
The Partner transaction group includes the following functions:
Notification A letter is open in MS Word format with the selected business partner.
BOR Method
Object Type ECRMISUDOC
Method ECRMISUSTARTOFFICEACTIONBOX
Data Flow

Identify Premise
BOR Method
Logical System WTUCLNT100

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Object Type PREMISES


Method FIND
Data Flow

Identify Contract Account (Identify Cntrct Acc.)


BOR Method
Logical System WTUCLNT100
Object Type ISUACCOUNT
Method FIND
Data Flow

The search for IS-U objects Contract Account and Premise are performed for the following
reasons:
1. The search is performed using the IS-U data finder. This means that you can use the search
criteria normally used in IS-U (business data, technical data, and so on).
2. The search provides not only the CRM business partner but also the IS-U objects
PREMISES (premise) or ISUACCOUNT (contract account) (as opposed to the usual BP
search in the IC). These objects are transferred to the Business Object Display and can be
used by other processes.
3. The search is independent from and in addition to the standard business partner
identification in the IC.
To identify the specified objects, the agent branches to the transaction group Partner via action box
calls.
When the agent calls the Identify Premise function, the IS-U Data Finder is started for the premise:
When the agent calls the Identify Cntrct Acc. function, the IS-U Data Finder is started for the
contract account:
Once the search is successful, the relevant object is saved to the Business Object Display:
Display Business Partner
BOR Method
Object Type BUS1006005
Method DISPLAY

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Data Flow

Change Business Partner


BOR Method
Object Type BUS1006005
Method EDIT
Data Flow

These transactions for displaying and changing the business partner are executed in
SAP CRM.

Transaction Group Activities (Deactivated for Best Practice for Water


Utilities)
The Activities transaction group includes the following functions:
Contact
Workspace
Workspace US_TRANS_MAINT
Profile PSACT1
Data Flow

Contct Questionnaire
Workspace
Workspace US_TRANS_MAINT
Profile PSACT2
Data Flow

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Complaint
Workspace
Workspace US_TRANS_MAINT
Profile PSACT1
Data Flow

Complaint Generic
Workspace
Workspace US_TRANS_MAINT
Profile PSACT1
Data Flow

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Pic. 6.2.1CRM IMG path for defining Profile PSACT1/PSACT2 for Transaction
Workspace US_TRANS_MAINT

Transaction Group E-Mail (Deactivated for Best Practice for Water Utilities)
The E-Mail transaction group includes the following functions:
E-Mail Inbox
This function opens the extended inbox.
Workspace
Workspace INBOX
Profile CONFIG1
Data Flow None

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Pic. 6.3.1CRM IMG path for defining Inbox Profile CONFIG1 for Transaction Workspace INBOX

E-Mail Editor
The E-Mail Editor opens with the e-mail address of the current business partner. You
can create an e-mail and send it to the customer.
Workspace
Workspace MAIL_EDIT
Profile EDITORDEFAULT
Data Flow None

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Pic. 6.3.2CRM IMG path for defining Editor Profile EDITORDEFAULT for Transaction Workspace
MAIL_EDIT

Transaction Group Info


The Info transaction group includes the following functions:
Find Premise
BOR Method
Logical System WTUCLNT100
Business Process ZW_PREM
Data Flow

Result: The premise environment will be displayed. The date range for the premise
environment is set to 30 days prior and 90 days post current date. After the search
the selected premise will be listed under the business objects tab in the navigation
area.
Find Device

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BOR Method
Logical System WTUCLNT100
Object Type DEVICE
Method FIND
Data Flow

Find Work Order


BOR Method
Logical System WTUCLNT100
Object Type ZW_ISUORD
Method LISTEDITING
Data Flow None

Find Notification
BOR Method
Logical System WTUCLNT100
Object Type ZW_ISUNOT
Method LISTEDITING
Data Flow None

Customer Fact Sheet


Workspace ACTIVITY_SALES_SUMM
Data Flow None

Customer Overview
BOR Method
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PARTNEROVERVIEW
Data Flow

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Customer Environment
BOR Method
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PARTNERENVIRONMENT
Data Flow

Transaction Group Contact


The Contact transaction group includes the following functions:
Create Contact
FOP
Logical System WTUCLNT100
FOP ZW_CRCT
Data Flow

Transaction Group Customer


Create Customer (Person)
FOP
Logical System WTUCLNT100

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FOP ZW_CRBP1
Data Flow None

Create Customer (Organization)


FOP
Logical System WTUCLNT100
FOP ZW_CRBP2
Data Flow None
Note: These transactions are provided to create business partner in ISU. The
created BP then gets replicated to CRM.

Change Customer
FOP
Logical System WTUCLNT100
FOP ZW_CHBP
Data Flow

Create Contract Account


FOP
Logical System WTUCLNT100
FOP ZW_CTBP
Data Flow

Change Contract Account


FOP
Logical System WTUCLNT100
FOP ZW_CHAC
Data Flow

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Transaction Group IS-U Data (Deactivated for Best Practice for Water
Utilities)
The IS-U Data transaction group includes the following functions:
Customer Overview (transaction ECVBP02)
BOR Method
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PARTNEROVERVIEW
Data Flow

Customer Environment (transaction ECENV_BP)


BOR Method
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PARTNERENVIRONMENT
Data Flow

Change Connection Object (Con. Object Change, transaction ES56)


FO Process
Logical System WTUCLNT100
Business Process ZW_CHCO
Data Flow

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Change Premise (Premise Change, transaction ES61)


FO Process
Logical System WTUCLNT100
Business Process ZW_CHPM
Data Flow

Change Installation (Installation Change, transaction code ES31)


FO Process
Logical System WTUCLNT100
Business Process ZW_CHIT
Data Flow

You can also use this transaction for rate changes for example.

Change Contract (Contract Change, transaction ES21)


FO Process
Logical System WTUCLNT100
Business Process ZW_CHCT
Data Flow None
Change Contract Account (Cntrct Accnt Change, transaction CAA2)
FO Process
Logical System WTUCLNT100
Business Process ZW_CHAC
Data Flow

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Transaction Group Service (Deactivated for Best Practice for Water


Utilities)
The Service transaction group includes the following functions:
Move-In/Out (transaction Accel. Move-In/Move-Out/Move-In/Out; Initial Screen EC70)
BOR Method
Logical System WTUCLNT100
Object Type ISUPRDOC
Method CREATE
Data Flow

Move-Out (transaction Accel. Move-In/Move-Out/Move-In/Out; Initial Screen EC70)


BOR Method
Logical System WTUCLNT100
Object Type ISUPRDOC
Method CREATE
Data Flow

Move-In (transaction Accel. Move-In/Move-Out/Move-In/Out; Initial Screen EC70)


BOR Method
Logical System WTUCLNT100
Object Type ISUPRDOC
Method CREATE

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Data Flow

Budget Billing Plan (transaction Change Budget Billing Plan; EA61EX) (No need for Best
Practice for Water Utilities)
FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Invoice Display (transaction Display Print Document; EA40)


FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Invoice Correction (transaction Bill Correction; EABICO)


FO Process
Logical System WTUCLNT100
Business Process
Data Flow

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Meter Reading Corr. (Meter Reading Correction) (transaction Correct Plausible Meter
Reading
Results; EL29)
FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Meter Reading Entry (transaction Execute Single Entry; EL28)


FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Transaction Group Move-in/out


The Move-in/out transaction group includes the following functions:
Create Move-in
FOP
Logical System WTUCLNT100
FOP ZW_CRMI
Data Flow

Change Move-in
FOP

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Logical System WTUCLNT100


FOP ZW_CHMI
Data Flow

Cancel Move-in
FOP
Logical System WTUCLNT100
FOP ZW_RVMI
Data Flow

Create Move-out
FOP
Logical System WTUCLNT100
FOP ZW_CRMO
Data Flow

Change Move-out
FOP
Logical System WTUCLNT100
FOP ZW_CHMO
Data Flow

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Cancel Move-out
FOP
Logical System WTUCLNT100
FOP ZW_RVMO
Data Flow

Create Move in-out


FOP
Logical System WTUCLNT100
FOP ZW_CMIO
Data Flow

Move in-out with Balance Transfer (Create Customer Change)


BOR Method
Logical System WTUCLNT100
Object Type MOVEINOUT
Method CREATE
Data Flow

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Transaction Group FI-CA (Deactivate for Best Practice for Water Utilities)
The FI-CA transaction group includes the following functions:
Account Bal. Display (transaction Account Display: Initial Screen; FPL9)
BOR Method
Logical System WTUCLNT100
Object Type FICAVIEWS
Method DISPLAYDOCUMENTS
Data Flow

Change Bank Details (transaction Maintain Bank Data; FPP4)


BOR Method
Logical System WTUCLNT100
Object Type ISUPARTNER

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Method EDITBANKDETAILS
Data Flow

Create Install. Plan (transaction Create Installment Plan: Initial Screen; FPR1)
FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Change Install. Plan (transaction Change Installment Plan: Initial Screen; FPR2)
FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Deferral (transaction Change Document: Initial Screen; FPE2)


FO Process
Logical System WTUCLNT100
Business Process
Data Flow

Transaction Group Technical


The Technical transaction group includes the following functions:
Create Technical Master Data
FOP
Logical System WTUCLNT100
FOP ZIDCREAT
Data Flow

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Result: The connection object, premise and installations will be created. The user
has also the option to create a service order at the end.
Create Main/Hyd order
FOP
Logical System WTUCLNT100
FOP ZSMNRO01
Data Flow

Create Emergency Order


FOP
Logical System WTUCLNT100
FOP ZSMEMG03
Data Flow

Transaction Group Inbox


The Inbox transaction group includes the following functions:
CCS Inbox
BOR Method
Logical System WTUCLNT100
Object Type REMOTE_WLC
Method PROCESSALLITEMS
Data Flow

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Transaction Group Reports


The Reports transaction group includes the following functions:
Time Reporting
BOR Method
Object Type REPORT
Method EXECUTE
Data Flow

Number of Calls (Deactivated for Best Practice for Water Utilities)


BOR Method
Object Type REPORT
Method EXECUTE
Data Flow

Activity Reporting
BOR Method
Object Type REPORT
Method EXECUTE
Data Flow

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Contact Report (Deactivated for Best Practice for Water Utilities)


BOR Method
Object Type REPORT
Method EXECUTE
Data Flow

Customer Contact Report


BOR Method
Logical System WTUCLNT100
Object Type REPORT
Method EXECUTE
Data Flow

Navigation Area

Customer Fact Sheet


The Customer Fact Sheet in the navigation area of the Interaction Center displays
selected business partner dynamic environment information. Part of the
configuration is to set what customer fact sheet that should be the default.

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Pic. 7.2: Customer Fact Sheet in Navigation Area

CRM IMG:

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Pic. 7.2.1: CRM IMG path for defining Automatically Created Workspaces
(Customer Fact Sheet tab in Navigation Area) for Profile ZW_ISU

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Application Area
There are seven different tab pages in the application area.
Identify Partner
Customer Overview Fact Sheet
Scripting (Deactivated for Best Practice for Water Utilities)
Transaction (Deactivated for Best Practice for Water Utilities)
Extended Inbox (Deactivated for Best Practice for Water Utilities)
Open Activities (Deactivated for Best Practice for Water Utilities)
Solution Database (Deactivated for Best Practice for Water Utilities)

Pic. 8: Tab Pages in the Application Area

CRM IMG:

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Pic. 8.1: CRM IMG path for maintaining APPL_AREA Component

Pic. 8.1.1: CRM IMG path for maintaining Application Area visible component with
a specific Framework ID

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Pic. 8.1.2: CRM IMG path for defining Automatically Created Workspaces
(Application Area) for Profile ZW_ISU

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Pic. 8.2: CRM IMG path for assigning Workspace BPSEARCH for Identify Partner
tab in Application Area

Pic. 8.2.1: CRM IMG path for defining Workspace BPSEARCH


For configuration of icons on the Identify Partner tab page, use BADI: Modify HTML Business
Partner Search. Please see the following example for configuring ISU Finder icon on the Identify
Partner.

Pic. 8.2.2: CRM IMG path for configuring HTML Business Partner Search

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Pic. 8.2.3: ECRM_IMP_ISUBPSEARCH & Z_ECRM_IMP_ISUSRCH01 implementaions


for ISU industry

This example illustrates how to implement Z_ECRM_IMP_ISUSRCH01 based on


ECRM_IMP_ISUBPSEARCH. The changed method is called ECRM_ISU_GET_DESTINATION in
Z_ECRM_IMP_ISUSRCH01. It is to hard-code logical system for the RFC destination. The default
RFC destination used is the last entry in the CRM IMG Maintain Logical System for Action Box
Transactions if there are multiple RFC logical systems. See next screen shot. If a specific logical
system is needed, a Z implemention is necessary like this example.

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Pic. 8.2.4: ECRM_ISU_GET_DESTINATION method for defining needed logical system


for ISU Finder

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Pic. 8.3: CRM IMG path for assigning Workspace ACTIVITY_SALES_SUMM for
Customer Fact Sheet tab in Application Area

Pic. 8.3.1: CRM IMG path for defining Workspace ACTIVITY_SALES_SUMM

Pic. 8.4: CRM IMG path for assigning Workspace SCRIPT for Scripting tab in
Application Area
(Not in Best Practice for Water Utilities)

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Pic. 8.4.1: CRM IMG path for defining Workspace SCRIPT


(Not in Best Practice for Water Utilities)

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Pic. 8.4.2: CRM IMG path for defining Interactive Scripting Profile ISCRIPTPROF1
for Workspace SCRIPT (Not in Best Practice for Water Utilities)

SAP Menu:

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Pic. 8.4.3: SAP Menu path for maintaining Interactive Script Structures (Not in
Best Practice for Water Utilities)

Pic. 8.5: CRM IMG path for assigning Workspace BUS_TRANS_MAINT for
Transaction tab in Application Area (Not in Best Practice for Water Utilities)

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Pic. 8.5.1: CRM IMG path for defining Workspace BUS_TRANS_MAINT (Not in Best
Practice for Water Utilities)

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Pic. 8.5.2: CRM IMG path for defining Profile ZPS_ISU_MAIL for transaction
Workspace BUS_TRANS_MAINT (Not in Best Practice for Water Utilities)

Pic. 8.6: CRM IMG path for assigning Workspace INBOX for Extended Inbox tab in
Application Area (Not in Best Practice for Water Utilities)

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Pic. 8.6.1: CRM IMG path for defining Workspace INBOX (Not in Best Practice for
Water Utilities)

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Pic. 8.6.2: CRM IMG path for defining Inbox Profile CONFIG1 for Workspace INBOX
(Not in Best Practice for Water Utilities)

Pic. 8.7: CRM IMG path for assigning Workspace Z_WORKLIST for Open Activities
tab in Application Area (Not in Best Practice for Water Utilities)

Pic. 8.7.1: CRM IMG path for defining Workspace Z_WORKLIST (Not in Best
Practice for Water Utilities)

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Pic. 8.8: CRM IMG path for assigning Workspace IIA for Solution Database tab in
Application Area (Not in Best Practice for Water Utilities)

Pic. 8.8.1: CRM IMG path for defining Workspace IIA (Not in Best Practice for
Water Utilities)

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Context Menu
There is a context menu for each object node listed in the customer fact sheets.

Pic. 9.1: CRM IMG path for defining Context Menu profile ZW_ISUCM

Business Partner

Display Customer
BOR Method

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Logical System WTUCLNT100


Object Type ISUPARTNER
Method DISPLAY
Data Flow

Change Customer
FOP
Logical System WTUCLNT100
Business Process ZW_CHBP
Data Flow

Customer Overview
BOR Method
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PARTNEROVERVIEW
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Customer Environment
BOR Method
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PARTNERENVIRONMENT
Data Flow

Account Balance
BOR Method
Logical System WTUCLNT100
Object Type FICAVIEWS
Method DISPLAYDOCUMENTS
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Contract Account

Display Contract Account


BOR Methold
Logical System WTUCLNT100
Object Type ISUACCOUNT

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Method DISPLAY
Data Flow

Change Contract Account


FOP
Logical System WTUCLNT100
Business Process ZW_CHAC2
Data Flow

Account Balance
BOR Method
Logical System WTUCLNT100
Object Type FICAVIEWS
Method DISPLAYDOCUMENTS
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Dunning History
BOR Method
Logical System WTUCLNT100
Object Type FICAVIEWS
Method DUNNINGHISTORY
Data Flow

Change Bank Detail


BOR Method
Logical System WTUCLNT100
Method EDITBANKDETAILS
Data Flow

Billing simulation
BOR Method

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Logical System WTUCLNT100


Object Type ISUPARTNER
Business Process ZW_BLSIM (Calls the transaction EASISI to simulate bill)
Data Flow

Create Installment Plan


FOP
Logical System WTUCLNT100
Business Process ZW_CRIP
Data Flow

Change Installment Plan


FOP
Logical System WTUCLNT100
Business Process ZW_CHIP
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Post Deferral
FOP
Logical System WTUCLNT100
Business Process ZW_CRDF
Data Flow

Post Payment
FOP
Logical System WTUCLNT100
Business Process ZW_CRPY
Data Flow

Post Document
FOP
Logical System WTUCLNT100
Business Process ZW_CRDO

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Data Flow

Reverse Document (Deactivated for Best Practice for Water Utilities)


FOP
Logical System WTUCLNT100
Business Process ZW_RVDO
Data Flow

Bankruptcy Processing
FO Process
Logical System WTUCLNT100
Business Process ZBANK
Data Flow

Contract

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Display Contract
BOR Methold
Logical System WTUCLNT100
Object Type ISUCONTRCT
Method DISPLAY
Data Flow

Change Contract
FOP
Logical System WTUCLNT100
Business Process ZW_CHCT
Data Flow

Enter Meter Reading


FOP

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Logical System WTUCLNT100


Business Process ZW_CRMR
Data Flow: Meter reading reason is defaulted to 01 Periodic Meter Reading

Meter Reading Correction


FOP
Logical System WTUCLNT100
Business Process ZW_CHMR
Data Flow

Bill Simulation (Deactivated)


BOR Methold
Logical System WTUCLNT100
Object Type BILLDOCSIM
Method CREATE

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Data Flow

Create Security Deposit


FOP
Logical System WTUCLNT100
Business Process ZW_CRSD
Data Flow

Display Move-in
BOR Methold
Logical System WTUCLNT100
Object Type MOVEINDOC
Method DISPLAY
Data Flow

Change Move-in

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SAP Best Practices Customer Service Management: Interaction Center Configuration

FOP
Logical System WTUCLNT100
Business Process ZW_CHMI
Data Flow

Cancel Move-in
FOP
Logical System WTUCLNT100
Business Process ZW_RVMI
Data Flow

Change Move-out
FOP
Logical System WTUCLNT100
FOP ZW_CHMO
Data Flow

Cancel Move-out
FOP

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Logical System WTUCLNT100


FOP ZW_RVMO
Data Flow

Premise

Display Premise
BOR Methold
Logical System WTUCLNT100
Object Type PREMISES
Method DISPLAY
Data Flow

Change Premise
FOP
Logical System WTUCLNT100
Business Process ZW_CHPM2
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Premise Environment
BOR Methold
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method PREMISESENVIRONMENT
Data Flow

Display Connection Object


BOR Methold
Logical System WTUCLNT100
Object Type CONNOBJ
Method DISPLAY
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Change Connection Object


FOP
Logical System WTUCLNT100
Business Process ZW_CHCO2
Data Flow

Connection Object Environment


BOR Methold
Logical System WTUCLNT100
Object Type ISUBUSVIEW
Method CONNOBJENVIRONMENT
Data Flow

Premise Level Repair


FOP
Logical System WTUCLNT100
Business Process ZSMCO01
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Premise Level Emergency Order


FOP
Logical System WTUCLNT100
Business Process ZSMEMG02
Data Flow

Create Move-out
FOP
Logical System WTUCLNT100
Business Process ZW_CRMO
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Move in-out
FOP
Logical System WTUCLNT100
FOP ZW_CMIO
Data Flow

Installation

Display Installation
BOR Methold
Logical System WTUCLNT100
Object Type INSTLN
Method DISPLAY
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Change Installation
FOP
Logical System WTUCLNT100
Business Process ZW_CHIT
Data Flow

Device

Display Device
BOR Methold
Logical System WTUCLNT100
Object Type DEVICE
Method DISPLAY
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Change Device
FOP
Logical System WTUCLNT100
Business Process ZW_CHDV
Data Flow

Device Location
BOR Methold
Logical System WTUCLNT100
Object Type DEVLOC
Method DISPLAY
Data Flow

Change Device Location


FOP
Logical System WTUCLNT100
Business Process ZW_CHDL
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Create Device Service Order


FOP
Logical System WTUCLNT100
Business Process ZSMDEV01
Data Flow

Create Device Emergency Order


FOP
Logical System WTUCLNT100
Business Process ZSMEMG05
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Create large Meter Notification


FOP
Logical System WTUCLNT100
Business Process ZLMTNOT1
Data Flow

Aperiodic Meter Reading Order


FOP
Logical System WTUCLNT100
Business Process ZAPERMR1
Data Flow

Meter Reading Result


BOR Methold
Logical System WTUCLNT100
Object Type MTRREADDOC
Method METERREADINGDISPLAY
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Disconnection Docs
FOP
Logical System WTUCLNT100
Business Process ZDISC
Data Flow

nvoice

Display Bill PDF


BOR Methold
Logical System WTUCLNT100
Object Type PRINTDOC
Method DISPLAYBILL

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Data Flow

Display Print Document


BOR Methold
Logical System WTUCLNT100
Object Type PRINTDOC
Method DISPLAY
Data Flow

View Bill
BOR Methold
Logical System WTUCLNT100
Object Type PRINTDOC
Method PREVIEW
Data Flow

Bill Reprint
FO Process

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Logical System CDCCLNT200


Business Process BILLPRN1
Data Flow

Bill Correction
BOR Methold
Logical System WTUCLNT100
Object Type PRINTDOC
Method CORRECTBILL
Data Flow

High Bill Inquiry


FO Process
Logical System CDCCLNT200
Business Process ZHIBILL
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Service Notifications

Display Service Notification


BOR Methold
Logical System WTUCLNT100
Object Type ISUSMNOTIF
Method DISPLAY
Data Flow

Change Service Notification


FO Process
Logical System WTUCLNT100
Business Process ZW_CHSN
Data Flow

Work Orders

Display Service Order

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SAP Best Practices Customer Service Management: Interaction Center Configuration

BOR Methold
Logical System WTUCLNT100
Object Type ISUSMORDER
Method DISPLAY
Data Flow

Change Service Order


FO Process
Logical System WTUCLNT100
Business Process ZW_CHSO
Data Flow

Change Appointment
FO Process
Logical System WTUCLNT100
Business Process ZSMAPT01
Data Flow

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SAP Best Practices Customer Service Management: Interaction Center Configuration

Contact

Display Contact
BOR Methold
Logical System WTUCLNT100
Object Type BCONTACT
Method DISPLAY
Data Flow

Change Contact
BOR Methold
Logical System WTUCLNT100
Object Type BCONTACT
Method EDIT
Data Flow

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