1. SAP IS-UtilitiesSAP R/3 and IS-U Overview Ripunjay Rathaur SAP CRM/ISU

2. Mapping Functional Areas to the Business Process

3. Master Data/Transaction Data

4. In Summary…

5. Business Objects in IS-U/CCS

6. The IS-U House

7. The IS-U House

8. The IS-U House

9. Business Master Data

10. Business Master Data integration with R/3

11. Technical Master Data

12. The technical master data relationship

13. Business and Technical Master Data Link

14. Business and Technical Master Data – CCS View

15. Customer Services Overview

16. 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.

17. 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.

18. 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.

20. Structure of the Customer Service Component

21. Customer Interaction Center

23. CIC Configuration: Overview

25. Slots 2 and 4: ABOX_SLIM,CALL_STATE, QUICK_KEYS

26. Slot 5: NAV_AREA: navigation area- Slot 6: APPL_AREA_2: application area

27. Procedure

28. Organizational Plan

29. Allocate the CIC Profile in the Organizational Plan

30. Organizational Structure