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IUT110_en

IUT110_en

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03/18/2014

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IUT110 Introduction to the IS-U/CCS System
IUT110
Release 463 25.09.2003

IUT110 Introduction to the IS-U/CCS System..................................................................................................................1
Copyright.......................................................................................................................................................................2
SAP Utilities (IS-U/CCS)..........................................................................................................................................4
Course Prerequisites...................................................................................................................................................5
Target Group..............................................................................................................................................................6
Course Goals..............................................................................................................................................................7
Course Objectives......................................................................................................................................................8
Course Content...........................................................................................................................................................9
IS-U/CCS: Overview.....................................................................................................................................................1
IS-U/CCS Overview: Unit Objectives.......................................................................................................................2
IS-U Overview: Business Scenario............................................................................................................................3
mySAP.com: Overview.............................................................................................................................................4
Workplace Internet Business Framework..................................................................................................................5
mySAP Utilities: The Comprehensive Solution........................................................................................................6
Customer Relationship Management (CRM)............................................................................................................7
Business Information Warehouse (BW)....................................................................................................................8
Functional Scope of the IS-U System........................................................................................................................9
Integrated and Open System Landscape..................................................................................................................10
IS-U/CCS Business Processes.................................................................................................................................11
Synchronized Business Objects...............................................................................................................................12
Marketing and Sales Process...................................................................................................................................13
System Infrastructure CRM, BW and mySAP Utilities..........................................................................................14
IS-U/CCS - Integration Model.................................................................................................................................15
The Strengths of mySAP Utilities............................................................................................................................16
Solutions for the New Industry Market Model........................................................................................................17
Deregulated Market: Business Perspective..............................................................................................................18
Sales and Marketing in IS-U/CCS (1).....................................................................................................................19
Sales Processing.......................................................................................................................................................20
Sales and Marketing in IS-U/CCS (2).....................................................................................................................21
Internet Self Services: Start Page.............................................................................................................................22
What is Energy Data Management?........................................................................................................................23
Energy Data Management 1.....................................................................................................................................24
Energy Data Management 2.....................................................................................................................................25
IS-U Overview: Unit Summary...............................................................................................................................26
CIC.................................................................................................................................................................................1
CIC: Unit Objectives..................................................................................................................................................2
CIC: Business Scenario..............................................................................................................................................3
The IS-U House.........................................................................................................................................................4
Various Business Partners..........................................................................................................................................5

Roles of the Business Partner....................................................................................................................................6
Business Partner Data................................................................................................................................................7
Contract Account Data...............................................................................................................................................8
Collective Bills...........................................................................................................................................................9
Contract Data...........................................................................................................................................................10
Connection Object Data...........................................................................................................................................11
Premise Data............................................................................................................................................................12
Installation Data.......................................................................................................................................................13
Point of Delivery Data.............................................................................................................................................14
Business Objects in IS-U/CCS.................................................................................................................................15
What Is a Customer Interaction Center?..................................................................................................................16
Customer Interaction Center: Requirements............................................................................................................17
Integration with External Communication Systems................................................................................................18
The IS-U/CCS Customer Interaction Center...........................................................................................................19
Customer Interaction Center (L-Shaped).................................................................................................................20
Workflow Inbox.......................................................................................................................................................21
E-Mail and Fax in the Workflow Inbox...................................................................................................................22
Typical Uses of the CIC: Identification...................................................................................................................23
Typical Uses of the CIC: Information.....................................................................................................................24
Typical Uses of the CIC: Front Office Process.......................................................................................................25
Front Office Processes.............................................................................................................................................26
Typical Uses of the CIC: Workflow........................................................................................................................27
Using R/3 Workflow: Changing a Rate (Example).................................................................................................28
Typical Uses of the CIC: Customer Contact............................................................................................................29
Contact Management in Customer Service..............................................................................................................30
Customer Contact Data............................................................................................................................................31
CIC: Unit Summary.................................................................................................................................................32
Customer Interaction Center Exercises....................................................................................................................33
Customer Interaction Center (CIC) Solutions..........................................................................................................44
Move-In/Out..................................................................................................................................................................1
Move-In/Out: Unit Objectives...................................................................................................................................2
Move In/Out: Business Scenario...............................................................................................................................3
Move-In Definition....................................................................................................................................................4
Move-In: Prerequisites...............................................................................................................................................5
Move-In: Business Master Data.................................................................................................................................6
The Move-In Process.................................................................................................................................................7
Move-In: Options for Processing...............................................................................................................................8
Move-In: The IS-U House.........................................................................................................................................9
Move-Out: Business Scenario..................................................................................................................................10

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