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Sap is utilities-cs

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Sap is utilities-cs

  1. 1. SAP IS-UtilitiesSAP R/3 and IS-U Overview<br />Ripunjay Rathaur<br />SAP CRM/ISU<br />
  2. 2. Mapping Functional Areas to the Business Process<br />
  3. 3. Master Data/Transaction Data<br />
  4. 4. In Summary…<br />
  5. 5. Business Objects in IS-U/CCS<br />
  6. 6. The IS-U House<br />
  7. 7. The IS-U House<br />
  8. 8. The IS-U House<br />
  9. 9. Business Master Data<br />
  10. 10. Business Master Data integration with R/3<br />
  11. 11. Technical Master Data<br />
  12. 12. The technical master data relationship<br />
  13. 13. Business and Technical Master Data Link<br />
  14. 14. Business and Technical Master Data – CCS View<br />
  15. 15. Customer Services Overview<br />
  16. 16. What is Customer Interaction Center..?<br />An application component that provides a multi-level, integrated platform for interactive processing of business transactions.<br />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.<br />
  17. 17. Typical Uses of the CIC: Identification<br />The CIC enables the customer service agent to quickly identify the customer or process, even if the customer's details are incomplete.<br />
  18. 18. Typical Uses of the CIC: Identification<br />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.<br />
  19. 19. Typical Uses of the CIC: Identification<br /><ul><li>Predefined and company-specific business processes (e.g. name changes, changes in bank details, move-in processing, interim billing, various types of complaints)</li></li></ul><li>Contact Management in Customer Service<br />
  20. 20. Structure of the Customer Service Component<br />
  21. 21. Customer Interaction Center<br />
  22. 22. Typical Front Office Calls<br /><ul><li> Front office calls are the business processes that are carried out daily in your company</li></li></ul><li>CIC Terminology<br />
  23. 23. CIC Configuration: Overview<br />
  24. 24. CIC - L Form<br /><ul><li>Slot 1: ISUSDPART - BP identification
  25. 25. Slots 2 and 4: ABOX_SLIM,CALL_STATE, QUICK_KEYS
  26. 26. Slot 5: NAV_AREA: navigation area</li></ul>- Slot 6: APPL_AREA_2: application area<br />
  27. 27. Procedure<br />
  28. 28. Organizational Plan<br />
  29. 29. Allocate the CIC Profile in the Organizational Plan<br />
  30. 30. Organizational Structure<br />

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