The purpose of this solution definition is to document all configurations for setting up SAP-Utilities CCS-CIC .The idea of CIC is to provide a platform where all users can use to perform their day-to-day work. A user should be able to answer customer queries generate service order, sales orders; perform Move in process through CIC.Approximately 90% of frontline work can be done here. The remaining work can be done using SAP Easy Access menu.
The Detailed Idea
CIC Framework/CIC Profile
1. The framework of all departments is similar except that the buttons available in the action box will be different for each profile.
2. Different CIC profiles will be assigned logically by position in organizational structure. All users under a particular position will have the same profile.
Layout of CIC (Visible components)
Layout of CIC (Hidden components)
Front office processes, Editor steps & BOR methods
Assign CIC Profile to Organizational Structure
Data Environments in Application Area
Navigation and Application Areas
1. CIC Framework
CIC framework defines hidden and visible components of CIC. The L-shaped layout will be used .It makes full use of the whole screen to provide more space for displaying information such as Navigation Area and Application Area.
(IMG: Customer Service > Customer Interaction Center (CIC) > Definition of Front Office Framework >Maintain Front Office Framework ID and Parameters)
In CCS, the framework ID ZISU is created with title T03 (Customer Interaction Center).
2.Layout of CIC (Visible components)
Visible component refers to the sub-screen that performs a particular function.
(IMG: Customer Service > Customer Interaction Center (CIC) > Definition of Front Office Framework > Assignment of Visible Components to Framework Ids)
In CCS framework ID there are 7 slots available but only 4 will be used. Each slot will be assigned with one visible component.
The following shows the position of individual slot:
Business partner search
Slot 4 Action box (slim)
Slot 6 Application area
Slot 1: Search business partner by IS-U Finder.Search criteria include customer name,Correspondence address,Telephone number, etc. Refer to details listed below.
Slot 4: All calls are displayed as pushbuttons with drop-down menus. This is where other Processes are initiated from CIC. Refer to section Action Box.
Slot 5:Navigation area is where BD display is located. Refer to section Navigation and Application Areas.
Slot 6:Application area contains customer environment. Refer to section Data Environment in Application area.
Search for Business Partner by IS-U Finder (Component: ISUSDPART).The business partner search component looks for business partner using IS-U details.
3.Layout of CIC (Hidden components)
Hidden component provides a service that has no visible interface.
(IMG:Customer Service > Customer Interaction Center (CIC) > Definition of Front Office Framework > Assignment of Hidden Components to Framework Ids)
Toolbar refers to the section of CIC screen just below title ‘Customer Interaction Center’. This is where telephony-related function keys are located.
(IMG:Customer Service > Customer Interaction Center (CIC) >Component Configuration > Toolbars (GUI Status, Active Functions > Define Toolbars and GUI Status)
In CCS, since there will be no telephony functions enabled, the standard toolbar configuration TBSETUP1 is used.
Action box is positioned just above the Application Area. The Action Box can include up to eight tabs, with each tab grouping calls/transactions of the same type together. There is a shortcut box (Below Actions) where user can type in ‘quick keys’ directly to call any transaction or FOP.
All calls are available here as pushbuttons selected from drop-down menu. Each call contains one Front Office (FO) process, BOR method. Business object data can be passed into/out of each call by configuring the data flow. Whole cycle which is executed through T-Code-CIC0.
(IMG: Customer Service > Customer Interaction Center (CIC) >Component Configuration > Action Box Settings> Define Configuration Profiles for Action Box)
6. Front office processes (FO processes),Editor Steps & BOR methods
(IMG: SAP Utilities > Customer Service > Front Office > Define Front Office Processes)
(IMG: SAP Utilities > Customer Service > Front Office > Define Front Office Editor Steps)
Front office process provides a means to link up transactions/screens by transferring data from one transaction to another. FO processes are executed through the action box. When a FO process is called, the action box automatically supplies parameters (such as the current business partner) and exports results (such as customer contact).
Normally, FO process is used under the following circumstances: Editor Steps can also be used in FO process.Editor step is a dialog screen with configuration fields. This allows data entry by a user within the FO process, without having to program a dialog.
The steps configured in FO process are represented by BOR method. Standard BOR methods are available in business objects, e.g. ISUPARTNER, MOVEINDOC, etc. However, if there is no standard BOR method that fits certain business requirements, a customized BOR method has to be built.
7. CIC Profile
The CIC profile is a collective profile containing all settings made for individual components. A framework is assigned to each CIC profile.
(IMG: Customer Service > Customer Interaction Center (CIC) > CIC Profile > Maintain CIC Profile)
8. Assign CIC Profile to Organizational Structure
A CIC profile has to be assigned to groups of agents before any user can use it. The HR-PD organizational structure is a hierarchical structure with organizational units, positions, jobs and their holders.
The CIC profile can be assigned to the following levels:
1) Organizational unit 2) Position 3) Job
(SAP Menu:Logistics > Customer Service > Customer Interaction Center >Administration > CIC Structure > Organizational structure > Create/Change) or T-code- PA30.
9.Data Environments in Application Area
(IMG:SAP Utilities > Customer Service > Customer Interaction Center >Define Data Environments for the Navigation Area)
Data environment is a structure that displays details like Business Partner, Contract Account, Premise, Contract, Installation and device in hierarchical manner. All objects displayed are business partner-centric. There are several options in configuring data environment: Structure: Technical view, Business view,Document view and Deregulation view
Level: Business partner, Contract account, Contract, Service order etc.
10. Navigation and Application Areas
(IMG: SAP Utilities > Customer Service > Customer Interaction Center > Maintain Standard Settings for Navigation and Application Areas)
Documents & Environment will be present in navigation area. This allows user to view all identified business objects easily.
1- User needs to have an authorization of that particular transaction code (Ex-T-Code VA01) and Customer interaction center T-Code-CIC0.
Conclusions and Further Work
1. CIC/IC users will need to access information and execute transactions by using mouse rather than arrow keys since most of the transactions are maintained in action box (drop down) & some of them are maintained in the ‘right click option’ in Application area. They should be properly trained to use CIC.
2.In action box, each button is stringed up with one or multiple transactions. These buttons must be used as much as possible. Users must be trained not to use manual path. Otherwise, they may miss out some of the steps.