Componente económico

• Configuring the data environment in the navigation area • Calling a data environment

• Creating an IS-U Navigator environment

• Integrating the IS-U Navigator environment with a CIC configuration

• Processing customer contacts

The CIC provides a fast, comprehensive overview of the environment of a specific data object. This chapter will explain how these data

environment displays are configured and integrated as calls in the CIC configuration.

In addition, the CIC provides various options for creating customer contacts. These options are illustrated below.

1 Components in the navigation and application area

1-1 The navigation and application areas each contain several tab strips that can contain special components like the clipboard, contact processing of the current customer contact, the customer overview, and the data environment.

Determine the current instantiation under profile category

DEFAULT_WORKSPACES in your CIC profile, ZPROF0##. Copy this profile to the name ZNAV0## (0##: group number). Write down

1. The selected clipboard component for the navigation area _________________________ and

2. The component in the environment of the navigation area and its profile. _________________________

In addition, copy the latter profile to name ZUMF0## (0##: group number) and change the data environment display of the navigation area such that the business partner is now the entry object in the data structure.

Define your profile, ZUMF0##, in the appropriate tab page of your navigation area in profile ZNAV0##.

Then change the instantiation of profile category DEFAULT_WORKSPACES to ZNAV0## in CIC profile ZPROF0##.

The IS-U navigator provides an overview of the environment of a data object (for example, a customer, a connection object, etc.) in IS-U.

Display the environment of the connection object on Oxlade Drive 0## (0##: group number) for the business partner with the customer number PJ0203A0##.

1-2-1 How do you proceed?

______________________________________________________ 1-2-2 Which devices are installed in the connection object?

______________________________________________________

1-2-3 Navigate forward and display the bank details that are entered in the business partner. What did you find?

Bank details________________________________________

1-2-4 How can you determine whether these bank details are used for the direct debit of open receivables in the customer’s account in FI-CA?

______________________________________________________ 1-3 Creating a navigator configuration

You can define data environments for an object (for a business partner, for example) yourself. You define the information you want to see on your list.

In this exercise, create a navigator configuration that looks like this: Z_GR0##

I____ISUPARTNER Business partner

I____ISUACCOUNT IS-U: Contract account I____ISUCONTRCT Utility contract

I____BUDBILPLAN Budget billing plan I____INSTLN Utility installation 1-3-1 Create a navigator configuration

Create a navigator configuration with the key Z_GR0## (0##: group number) and the entry object Contract account.

1-3-2 Create the hierarchy structure

Create the hierarchy structure such that it looks like the diagram above. 1-3-3 Object type attributes

Take the validity period into account for the utility installation. Save the navigator configuration.

1-4 Integrate the navigator configuration as a call from the data environment of the navigation area.

To be able to display the data environment for the contract account from within the CIC, you have to integrate it as a call in the action profile of the data environment in the navigation area. In the previous exercises, you created your own data environment, ZUMF0## (##:group number). Now add this call to the data environment.

1-4-1 Create the call

Integrate your navigator configuration as a new transaction under the contract account. Select VKUM as the call ID code and Environment contract account as the description. You must also enter a short text that you would like to see

used for this call in the CIC. Select an icon of your choice for the call. The method for this call is DISPLAYENVIRONMENT of object type ISUBUSVIEW. The processing type is now 2 Display/Change.

1-4-2 Define the data flow

Define the export data flow for the following fields: Initial object, From-date (today’s date), To-date (today’s date) and Navigator configuration. Use your configuration Z_GR0## (0##: group number) as the navigator configuration. Now define the import data flow. Once the environment has been displayed, the Contract account object should be placed on the clipboard.

Insert the relevant objects as target elements in the import data flow and assign them the appropriate values from the call container using F4 help.

Save the action profile.

1-4-3 Display the data environment for the contract account

From within the CIC, display the data environment for the contract account of business partner PJ0203A0##.

1-5 Integrating an HTML page in the customer overview

You want to display SAP’s Web site, http://www.sap.com ,in the customer overview of the application area. To do this, create an HTML configuration called ZCUSTINFO0## (##: group number) in the application area and integrate it as a component profile in application area ZNAV0##. Test your changes.

2 Customer contact

Business partner PJ0203A0## (0##: group number) Rose Taylor

0## Oxlade Drive Boston 02100

Contract account number PJ0203A0## (0##: group number) Electricity contract/installation PJ0203A0## (0##: group number) Water contract/installation PJ0203B0## (0##: group number) Electricity meter PJ0203A0## (0##: group number)

D Double-rate meter

Water meter PJ0203B0## (0##: group number) Single-rate meter

Move-in document PJ0203A0## (0##: group number) 2-1 True or false?

2-1-2 You can define the customer contacts required by your enterprise in Customizing.

______________________________________________________

2-1-3 Customer contact management provides the agent with a quick overview of a business partner's previous customer.

______________________________________________________

2-1-4 The CIC contact contains all the objects related to the business partner that have been saved during the course of processing that business processor – even those that were placed in the clipboard.

______________________________________________________ 2-2 Creating a customer contact manually

A customer calls your utility company and asks for information about her outgoing payment method. The agent displays the customer’s contract account and answers the question. The agent then logs the customer contact with a link to the contract account. This last step is the one you will carry out in this exercise.

First, identify the business partner with customer number PJ0203A0### and create a customer contact. You can find the Create contact process in the action box under the Customer call group.

To create a customer contact, select the activity Payment information. Select a contact type, and specify the contact as received.

You also need to link the contact to the contract account. Attach the customer’s contract account in the form of a BOR object to the contact and create a note with the following text: Customer wishes to pay by direct debit. Save the contact.

2-3 Analyzing customer contacts

When a customer calls, an agent will often find it helpful to have immediate access to records of previous contacts with the customer. The agent will usually call this information from the CIC. You can access an over view of the customer contacts at various points in the CIC. , which you will practice in this section.

Display all previous customer contacts for business partner PJ0203A0##.

2-3-1 To do this, use the Documents overview in the navigation area. Select the Initial Reporting of a Move-In contact from the list by double-clicking on it. You then branch to the corresponding contact. The move-in document is stored as the object in this contact. Display the move-in document.

2-3-2 You will find the Customer overview in the Information call group. You can also display previous contacts here. Which customer contacts have already occurred?

2-4 Creating a customer contact within a business process

Many business processes already incorporate the creation of a customer contact. You will learn how to define a customer contact as a step in a CIC process in the next exercise. In this exercise, you will create a customer contact as part of a business process. The advantage of process chains like this is that values can be pre-assigned to certain fields in Customizing.

Process description: Your business partner, Ms. Brown of 0## Oxlade Drive (0##: group number), appears in person at your Customer Center. She wants to change her budget billing amount because she is expecting lower consumption in the future. The process Change budget billing plan consists of the following steps:

Change budget billing plan

Create customer contact A customer contact is created in the last step. The customer contact can contain predefined data such as: the contact class, contact activity and business partner.

2-4-1 Start the Change budget billing plan process. Change the budget billing amount of the electricity contract to UNI 100 and the water contract to UNI 120. To do this, use the Change BB amount button in the budget billing plan.

2-4-2 Once you have saved, the screen for creating customer contacts automatically appears. Check that the budget billing plan has already been created as the object link. Change the contact type and save the customer contact.

2-5 CIC contact

The CIC contact is a contact that automatically logs all the activities performed in the CIC when a business partner calls. In addition to the business partner, all the objects that are located in the clipboard when the contact is ended are also referenced. Call up the CIC and call up your business partner PJ0203A0## again. Call the customer overview. Copy the electricity contract to the clipboard. Return to the CIC and press End contact to end the contact. Call the business partner again and navigate to the CIC contact that was just generated. Which object was referenced, and which contact class and contact activity were automatically selected?

Where is the proposal for contact class and contact activity maintained for the CIC contact in Customizing?