IC WebClient for Utilities

Goals

• This course teaches participants the basics of ICWebClient functionality for Utilities. The participants will get sound knowledge of the technical landscape and architecture.
• In addition they will deepen the Interaction Center WebClient configuration knowledge for different business uses in the Utilities industry. They will learn to customize the new UI for Utilities processes.

Audience

• SAP Consultants and partners
• Project managers, project leaders and employees
• Key Users responsible for the configuration of processes

Prerequisites

• Basic Utilities Knowhow, Basic CRM Knowhow
• IUT110 Introduction to the IS-U/CCS System
• IUT210 Master Data and Basic Functions
• SAPCRM Overview of the SAP CRM solution

• CR410 CRM Interaction Center WebClient
• IUT240 Contract Accounts Receivable and Payable
• IUT250 Customer Service

Course based on software release

• SAP ERP Central Component 6.0 Enhancement Package 5
• CRM 7.0

Content

• Architecture and technology
• Agent functions and operating the IC
• Creating IC profiles
• Customizing of general components
• • The navigation bar
  • Interaction record
  • IS-U environment tree
  • and the transaction launcher
• IC Webclient Customizing of typical FICA processes
• • Financial inquiries on Account Balances, Open Items, Processing Locks, Dunning notices
  • Collection call lists
  • Payment Agreements, Acception payment authorisation, installment plan, deferrals
  • Dispute Management
• IC Webclient Customizing of typical Utilities processes
• • Move in / Move Out
  • Bill correction
  • Budget Billing Plan

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