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IS - Media Customer Interaction Center Configuration

(Industry Specific-Media Sales and Distribution)

SAP IS-Media Customer Interaction Center provides the components to handle sales, service and marketing transactions across all communication channels. Business Process owners can access all the administration, maintenance and reporting tools thus creating a highly efficient contact center. Customer Interaction Center plays integral role in IS - Media.

In media, the Business to consumer angle gets all the attention. The SAP Media solution is a comprehensive IT solution with an open interface with which media companies can fully integrate technical systems into the business process workflow. Customer Interaction Center plays integral role in IS - Media

Functionality:

  • Enables marketing organizations to focus their efforts with the interaction center for seamlessly coordinated call lists, agent scripts, promotions and additional channels.
  • Initiates outbound customer contacts, service providers, qualify leads, identify customer needs, provide product information, create product proposals and quotes and even closes the deal all within a single solution.
  • Facilitates services within the interaction center to handle complaints, address customer concerns, answer technical questions, assists in case of returned items, order suspension, transfer items and make exchanges etc.
  • Employee interaction center provides a central point of contact that unites state-of-the-art customer relationship management techniques with human resources information, which facilitates streamlined and easy access to the information needed by employees.

Transaction Code:

Customer Interaction Center - CIC0.

Version:

ECC 6.0

Configuration Steps for Defining Customer Interaction Center (CIC):

1) First Maintain Framework

           

SPRO: Customer Service -> Customer Interaction Center (CIC) -> Definition of Front Office framework -> Maintain Front Office framework ID and parameters

A framework breaks the screen layout into segments.

  1. Click the New Entries/ F5  or Copy/F6  Icon.

  2. Enter the Framework ID, text, Title Number and Framework Screen Number and select Framework active (only active frameworks can be used in a CIC profile).
  3. Click Save.

2) Assign Visible Components

SPRO: Customer Service -> Customer Interaction Center (CIC) -> Definition of Front Office framework -> Assignment of Visible Components to Framework IDs.

Visible components indicate the various segments that are available on the screen and where on the screen they appear.

  1. Select framework ID that you wish to define the visible components.
  2. Double click the visible components folder  to assign the component that should appear on the screen.
  3. Click either the New Entries/ F5  or Copy/F6  Icon.
  4. Enter the position to indicate where on the screen the component should appear, the component to assign the variant key of the component and select upper or lower if you would like a space to appear on the screen.
  5. Click Save.

3)  Assign Hidden Components

           

SPRO: Customer Service -> Customer Interaction Center (CIC) -> Definition of Front Office framework -> Assignment of Hidden Components to Framework IDs.

Hidden components do not appear on the screen but perform various functions behind the screens. Since they do not appear on the screen it does not matter the sequence of the hidden components.

  1. Select framework ID that you wish to define the visible components.
  2. Double click the hidden components folder  to assign the component that should appear on the screen.

  3. Click either the New Entries/ F5  or Copy/F6  Icon.
  4. Enter the sequence number, the component to assign and the variant key of the component.
  5. Click Save.

4) Set up Partner Search/Processing

           

SPRO: SAP Media -> Customer Interaction Center (CIC) -> Settings for Business Partner Search/Processing

  1. Click either the New Entries/ F5  or Copy/F6  Icon.

  2. Enter the following information:

Field                                        Description

Contact Search profile                Enter the contact search profile code.

Initial Comp.                              Indicates the module used within IS/Media (M/SD or M/AM).

Req. Search Field M/AM            Indicates the field that is used as the variable search field for

M/AM module. Possible choices are order, billing document, reference document.

Req. Search Field M/SD             Indicates the field that is used as the variable search field for M/SD module. Possible choices are order, billing document, reference document.

No Component Change               Don't Check.

Adr, Srch by Name Onl              Select if BP addresses searches can only be done by name.

Enh, Address Search                 Select if major customer and PO Box address can be used when

                                                Searching for business partners.

Automatic Identification              Deselect if manual confirmation is required to verify that the

                                                Correct BP was found.

Sales Organization                     Enter sales organization to use when searching for business

                                                Partners.

Distribution Channel                    Enter distribution channel to use when searching for business

                                                Partners.

Division                                      Enter division to use when searching for business partners.

                   c.   Click Save

5) Define Settings for M/SD Order Overview

SPRO: SAP Media -> Customer Interaction Center (CIC) -> Define Settings for the M/SD Order Overview Component

           

  1. Click either the New Entries/ F5  or Copy/F6  Icon.

           

  • b. Enter the following information:

Field                                        Description

Configuration                             Enter the Order Configuration Overview Code.

Short Text                                 Enter short text or code.

Long Text                                  Enter long text for code.

Layout Selectn                          Indicates the screen size of the monitor displaying the order information.

Sales Organization                    Enter sales organization to use when searching for sales orders.

Distribution Channel                   Enter distribution channel to use when searching for sales

                                                Orders.

Division                                     Enter division to use when searching for sales orders.

Days in past                              Indicates the number of days in the past to use when searching for sales orders to display.

Days in future                            Indicates the number of days in the future to use when searching for sales orders to display.

Expand list                                Select if you what the expanded list to appear for each sales orders rather than a single abbreviated line for each.

Automatic refresh.                     Select if you want the list to refresh automatically when an order is changed. Otherwise, the refresh button will have to be pressed manually to update data on the list.

Global Variants                          Select if data can be displayed using global variants.

User Defined Variants                Select if data can be displayed using user defined variants.

  • c. Click Save

6) Define Settings for Contact History

SPRO: SAP Media -> Customer Interaction Center (CIC) -> Make Settings for Contact History Component

  

  1. Click either the New Entries/ F5  or Copy/F6  Icon.

  2. Enter the following information:

Field                                        Description

Profile                                       Enter profile name.

Explanation                               Enter text for profile name.

Change Creator                         Select if it is possible change the name of the creator within the   search criteria. If you do not select this field an individual will only be able to look for documents that they have created.

Maximum Number                     Indicates the maximum number of items to be displayed within the   search screen.

Class                                        Not Used

Action                                       Not Used.

Number of Days                         Indicates the number of days of history that should be displayed.  The smaller this number is the faster the search will works and the application area will be displayed.

  1. Click Save

(Please look into the respective screen shots wherever required)

                            

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