Use If you want to use HTML configurations in the application area, you need to make certain settings in the IMG under Customer Service ®® Customer Interaction Center ® Component Configuration ® Application Area ® Maintain HTML Configuration for Application Area. In this activity you can configure the HTML pages that are executed in the application area. Procedure In the HTML configuration, you need to enter the name of the configuration, an explanatory text and the source of the HTML page (URL or path in the file system). If you want to pass parameters to the HTML page when it is started, then you must maintain them as externalparameters. A URL with external parameters has the following format: "=" [[ "=" ...
Once you have called up an HTML page, you can then start other HTML pages, workflows, front office processes (IS-U only) and so on from there (see section 3.2.1). Procedure You can maintain the configuration profile for these transactions using the path Customer Service ® Customer InteractionCenter ® ® Component Configuration ® Application Area ® Define Configuration Profile for Transactions from HTML. Once you have entered the name, create the individual groups, and then create transactions within the groups. These transactions can have the types HTML operation, workflow, method, and so on. Then you need to configure the data flow for each ...
Procedure You can use the IMG activity SAP Utilities ® Customer Service ® Customer InteractionCenter ® Define HTML Customer Overview to customize the HTML customer overview. This activity enables you to edit the HTML data selection (view) for customer information. The HTML data selection specifies which levels (nodes) and which data should be displayed from the maximum data pool on the levels available. See graphics 1 and 2 for a hierarchical representation of the nodes. The nodes whose attributes are used in the templates are selected. When you are selecting your structure, you can define the order in which the nodes ‘Contract account’ and...
Use You can use the Workflow Inbox to integrate the SAP Business Workplace inbox into the CIC application area. Prerequisites You maintain the profile for the Workflow Inbox (WF_INBOX) in Customizing under SAP Utilities ® Customer Service ® Customer InteractionCenter ® Establish Settings for Workflow Inbox Component. You also need to include the WF_INBOX component with the profile you have just maintained on a tab page in the application area. You can enter the profile name and an explanatory text on the Workflow Inbox Profile level of the view cluster. On the Task filter level, you can enter tasks of your choice (single-step or multistep tasks) or task groups as filters. If...
The Internet Transaction Server (ITS) is used to call up Action Box calls (methods, workflows and in IS-U front office calls) in the application area in the CIC instead of in full-screen mode. Calls are only called up in the application area if the Run in application area if possible field is checked on call level in the action box profile. You maintain the URL of the ITS of the current logical system in Customizing under SAP Utilities ® Customer Service ® Customer InteractionCenter ® Define Control Data for WebGUI Calls. The ITS must be able to use the EWB_WEBGUI service. You can enter various user-specific ITS addresses and/or a default value...
Use You use the customer contact entry function to create a customer contact for a call, for example. You can access the contact for maintenance by confirming the caller (business partner). When you do this, default values are copied from a contact profile and the caller is copied as the contact partner. Activities To use the customer contact entry functionality you must allocate CONTACT_MAINTENANCE in the Contact Processing component. This is done in Customizing under SAP Utilities ® Customer Service ® Customer InteractionCenter ® Maintain Navigation and Application Areas. Contact maintenance should only be assigned to the application area. You can define default values for ...
You define your own dataenvironments for the CIC navigation area in Customizing under SAP Utilities ® Customer Service ® Customer Interaction Center ® Define Data Environments for the Navigation Area. You can use the data environments defined here in the navigation area of the L-shaped CIC framework. Alternatively you can integrate the data environments in the CIC application area. You have the following options for maintaining profiles: Select the structure of the data environment that you want to use. Predefined structures are available.Select the object types that you want to display.Define additional selection parameters, such as the maximum number or maximum age of the ...
Use You can use the ContactHistory component to display the last contacts for an agent. By defining selection criteria in Customizing you can restrict the contacts that are displayed. You define these criteria under SAP Utilities ® Customer Service ® Customer Interaction Center ® Define Settings for Contact History. Activities Define a profile name and an explanatory text. You can determine whether or not the name of the user who created the contracts can be changed for selection. The other criteria are used to restrict the contact display. You should define simple criteria to ensure good performance. Before you can use the contact history, you must define the component CONT_HIST and the relevant profile in ...
Use The action box or activity bar (component ACTION_BOX and ABOX_SLIM) enables access to standard system functions. Users can start calls from here. You can create the calls and functions that you want to make available in the action box in the IMG activity Customer Service à Customer InteractionCenter (CIC) à Component Configuration à Action Box Settings à Define Configuration Profiles for Action Box. You can call all required data overviews, transactions and processes in the action box. You need to group these calls into transaction groups in Customizing. A call could, for example, be a method, a workflow, a front office process or an HTML operation. You can define as many...
Use You must use the toolbar component CIC_TOOLBAR for both the L-shaped CIC and the horizontally structured CIC. This component determines the CIC’s GUI status and enables you to deactivate certain functions in the function bar. You can create your toolbar profile in the IMG activity Customer Service ® ® Customer Interaction Center (CIC) ® Component Configuration Toolbars (GUI Status, Active Functions). This section enables you to set toolbar features. You have two IMG activities at your disposal: Define Toolbars and GUI StatusYou allocate a GUI status to a profile that can be defined here for the toolbar that defines the menu bar, function and push buttons, as well as the active functions. GUI statuses are provided by SAP. You can usePFS100 – w...
You can use a user-defined GUI status. This allows you to make function key settings without having to define an action box call. You create the individual GUI status by copying a status from function group SAPLEE_CIC_TOOLBAR to the customer enhancement function group SAPLXEECICTOOLBAR. You can change the copied status in this function group. You use transaction SM30 with table EECICTOOLBAR to store the profile with its GUI status. You assign the profile with the user-defined GUI status to profile type TBAR2_PROF in the Customizing activity Customer Service ® Customer Interaction Center ® CIC Profile ® Maintain CIC Profile.You assign the component CIC_TOOLBAR2 in the Customizing activity Customer Service ® Customer Interaction Center ® D...
Use In the CIC for the industry component mySAP Utilities, the business objects involved in a process can be placed in the object repository once the process is complete. You can use the selection function to determine which objects in the list (for example, business partner, contract account and so on) should be sorted in ascending order or selected automatically. This enables you to start an additional process for the object from the clipboard. This means you do have to re-enter data. The selection function is considered an invisible component as it does not require its own screen area. Activities You can create a profile for the BD_MARK selection function component in the IMG activity SAP Utilities ® Customer Service ® Customer Interaction Center ...
Use You can use the (invisible) autocall component to configure the Customer Interaction Center (CIC) in the industry component mySAP Utilities in such a way that at certain points in time, for example, when a customer is identified or a telephone call is received, automatic calls are triggered from the action box. You can also make the start of these action box calls dependent on the content of the Business Data Display (object repository) if required. You would like the customer overview to be displayed automatically once the business partner has been identified in the CIC. You can only use the autocall component with the horizontal CIC, not with the L-shaped CIC. In the L-shaped CIC, the customer environment and customer overview are in any case displayed automatically on identificati...
The CTI component is the central component that administers the data interchange and the consistency between the CIC functions and SAPphone APIs to the telephone system (CTI). The CTI component is therefore notified of all processor sessions and all telephone operations from the application. The component runs in the background and does not contain any visible elements or screens. You can make the necessary settings in the IMG node Customer Service à Customer Interaction Center (CIC) à Component Configuration à Configuration of CTI Component. There are two activities at your disposal here: · Maintain Profile of CTI ComponentHere you define the ID and configure the parameters of the CTI component (telephony integration).For example, you can determine the behavior of the login a...
The call center component also runs in the background of the framework and compares information for incoming and outgoing call processes. This component forms a bridge between CTI and the rest of the application. This component carries out various tasks, for example, identifying the caller using the caller’s number (Automatic Number Identification or ANI). The data retrieved on the customer contact is displayed for the processor. The fields for the number dialed (Dialed Number Identification Service: DNIS) and the DNIS description are also filled with relevant information. You can customize the call center component so that caller identification includes ANI, data on the call and certain function calls. If automatic caller identification is not possible,...
You can find information on further CIC activities, such as Quick Keys or callback settings, in the IMG or in the SAP Library under Logistics ® Customer Service (CS) ® CS – Customer Interaction ® Customer Interaction Center andAdministrative Settings SAP CRM Toolbars (GUI Stat...User-Defined System Modifications for the CIC SAP ...Other Activities SAP CRM Toolbars (GUI Status, Act...Maintain the Call Center Profile SAP CRM Toolbars ...Configuring the CTI Component SAP CRM Toolbars (GU...Autocall Component in IS-U SAP CRM Toolbars (GUI S...Selection Function SAP CRM Toolbars (GUI Status, A...User-Defined GUI Status SAP CRM Toolbars (GUI Stat...SAP CRM Toolbars (GUI Status, Active Functions)Action Box SAP CRM Customer Interaction CenterContact Histor...
Customers can implement specific modifications and enhancements that enable completely new components to be defined for use in the CIC, or new activities to be established for processors. You can make the relevant settings in the IMG under Customer Service ® Customer Interaction Center (CIC) ® Customer-Specific System Modifications for CIC. You can also find further documentation on system modifications there.Administrative Settings SAP CRM Toolbars (GUI Stat...User-Defined System Modifications for the CIC SAP ...Other Activities SAP CRM Toolbars (GUI Status, Act...Maintain the Call Center Profile SAP CRM Toolbars ...Configuring the CTI Component SAP CRM Toolbars (GU...Autocall Component in IS-U SAP CRM Toolbars (GUI S...
A range of settings that you do not make in Customizing is located at Logistics ® Customer Service ® Customer Interaction Center ® Administration. These settings include: Assigning user IDs to the HR-PD organizational structure (organizational unit, position or job), see CIC Profile. Assigning CIC profiles to individual users or user groups, see CIC Profile. SAPphone, work center and customer-specific settings Defining CTI queues Maintaining and assigning DNIS descriptions and scripting texts You can evaluate profiles and logged data on call center, group and user levels under Customer Interaction Center ® Info system and use the results of these evaluations to optimize your business processes. You can also analyze contact histories for individual users.
The standard way of representing customer information in the CIC (L-shaped framework) is using an HTML template. To use this template, you first need to set up a service as described in the Setting up Services section. You also have the option of defining your own layouts in HTML templates. To do this, proceed as described in the Own HTML Templates section.Customer Information SAP CRM HTML TemplatesMiscellaneous SAP CRM HTML TemplatesURL Structure SAP CRM HTML TemplatesCreating Your Own HTML Templates SAP CRM HTML Temp...Setting Up Services SAP CRM HTML TemplatesPrerequisites SAP CRM HTML TemplatesSAP CRM HTML Templates...
The following services must be available on the ITS if you want to use the HTML customer information: EWHV (layout templates) ISU_GLOBAL (HTMLBusiness functions for reading node data: ewhv_functions.html, debugging functions: ewhv_debug.html and ewhv_debugfunctions.html) ITS system libraries You must use the latest ITS (4.6c) and the current HTML Library if you want the HTML customer overview view to be displayed correctly. IS-U Release 4.61 contains templates with a layout that has been adjusted to match the restricted options available with this Release. You can (and should, wherever possible) always work with the most recent releases alongside your R/3 IS-U System.Customer Information SAP CRM HTML TemplatesMiscellane...
In Release 4.61, you need to publish the services on your ITS using SAP@Web . This means that the files required will be copied to the correct locations on the ITS server. As of Release 4.62, you can also publish the services directly from the Object Navigator (transaction SE80)Error! No bookmark name given.. Setting Up Services Using SAP@Web Studio ... 1. First check that you are connected to the system under Project/Site Definition. Use the online help if you have difficulties setting up the site definition. 2. Set up a new ITS project: EWHV or ISU_GLOBAL. 3. Connect to the system: Tools/Source Control/Connect to R/3 4. Right mouse click on the relevant service and choose Get from the context menu...
You have the option of creating your own view of your data by defining your own HTMLtemplates. To use your own HTML templates, you need to set up a new template on the ITS that corresponds to the EWHV naming convention, that is, it must be called .html. You can create this template in the SAP@Web Studio or using transaction SE80. You can also edit the template in the ITS file system using NT means, particularly as regards renaming the file in accordance with the naming conventions. If you are working with SAP@Web-Studio under IS-U/CCS Release 4.61, you do not need to check the template in to the system, as it is only used from the ITS server. However, if you do attempt to check the template in to the system, you will ...
The URL that you can use, among other things, to access the HTML customer information with a browser from outside the system, has the following structure: mySAP Utilities: //!?~okcode=+&view=&objkey=&classid=isupartner The placeholders marked by should be replaced with the following content: URL of your company’s ITS, for example, ITS1.company.com scrips/wgate/ewhv Name of the HTML data selection, for example, PARTNER Business partner number (always starting with zeros, where business partners are identified numerically), for example, 0000004711 You can also ass &debug=1 oder &debug=2 to this URL if you want to use the debugging options described in the Miscellansousse...
Template Structure The main HTML customer information template is saplewhv_100.html. You load the libraries used in this template, make the debugging functions available and dynamically include the HTML template for the layout (VIEWNAME.html). Debugging Functions The HTML customer information templates provide two debugging modes. You activate these modes by adding the parameter debug=1 or debug=2 to the URL. Mode 1 displays an overview of the objects displayed with their (hierarchical) dependencies and the descriptions of the object categories and classes. To activate debugging, add the parameter &debug=2 to your URL. You can also use the debugging function with templates that you have created yourself. You must ...
Purpose This component allows you view customer data. The customer is identified using the search functionality of the data finder (see the Customer Service (ISU-CS) component). Overviews show the most important data of an object. Environments show which installations, contracts, device locations, etc. are allocated to the corresponding objects. You can use the data environment to display large data constructs without affecting system performance. Features This component provides overviews and environments on various data. You can define your own data environments in Customizing by choosing Customer Service ® Customer Information ® Configure Data Environment Display. You do not have to define a user cont...
Purpose Transfer and Inventory Management in SAP Service Parts Management (SPM) in ERP encompasses the following functions: · Stock transfer functions map the transfer of stock from connected systems (SAP CRM, SAP APO) and execute these transfers in SAP EWM. For more information, see Stock Transfers. · Inventory management functions hold valuated stock in the Inventory Management (MM-IM) component and communicate this data to Financial Accounting (FI) for further financial processing. For more information, see Inventory Management. Integration Transfer and Inventory Management maps processes between the following components: · SAP EWM is the leading system for quantified stock and for goods receipts, goods issues, ph...
Use Stock transfer functions map the initiation of stock transfers coming from the connected systems SAP CRM and SAP APO and subsequently execute these transfers in SAP EWM. SAP Service Parts Management (SPM) in ERP does not initiate, change, or cancel transfers itself, but acts as a central distributor of transfer-related information. Transfer functions move materials either from one storage location to another (stock transfer) or to make changes to the stock type, batch number, or material number (posting change). Creation of a Posting Change Delivery Inventory Ma...Management of Stock in Goods Issue ProcessManagement of Stock in Goods Receipt ProcessInventory Synchronization In...
Use There are two processes available to enable you to transfer materials from one plant to another: StockTransport Order with Delivery via Shipping Stock Transport Order with Delivery and Billing Document/Invoice Prerequisites To process the goods issue in Shipping (LE-SHP), the following prerequisites must be fulfilled: In Customizing for Purchasing, you have assigned a delivery type to the purchasing document type. If the document type does not have a delivery type, you can post the goods issue only in Inventory Management. In Customizing for Purchasing, you have maintained the customer number of the receiving plant. In Customizing for Sales & Distribution, you have maintained the shipping point determinatio...
Use This function enables the user to create a stocktransport order manually for a stock transport order with delivery via shipping or a stock transport order with delivery and billing document/invoice. In Service Parts Management (SPM), you can post stock in the issuing plant from the stock types quality inspection and blocked stock, as well as from the stock type unrestricted-use,to the stock types unrestricted use, quality inspection, or blocked stock in the receiving plant. Prerequisites In Customizing, you have activated the enhancements for Service Parts Management, by choosing Logistics Execution ® Service Parts Management (SPM) ® Activa...
Purpose With this type of stock transfer, the transfer posting is not valuated at the valuation price of the material in the issuing plant, but is defined in both the issuing and receiving plants using conditions. Stock transfers that include deliveries and billing documents/invoices are only possible between plants belonging to different company codes. If you want to carry out a cross-company-code stock transport order with delivery but without a billing document, you must set the Relevant for Billing indicator in Customizing of the item type to "blank" (not relevant for billing). The following components are involved in this type of stock transfer: · Purchasing (MM-...
Use SAP CRM uses CRM Billing to bill outbound deliveries. Usually, SAP CRM provides the pricing information for an outbound delivery in a sales order. However, when SAP Service Parts Management (SPM) creates an outbound delivery with reference to a stock transport order, there is no object in SAP CRM that corresponds to the stock transport order. This function enables SAP CRM to forward the pricing information to CRM Billing by means of the delivery document. Integration Replenishment deliveries are relevant for financial accounting and billing in cross-company stock transfers, that is to say, when the supplying and receiving plants belong to different company codes. In stock transport orders that do not belong to different company codes, the reple...
Use This function automatically creates checked outbound deliveries in SAP Service Parts Management (SPM), in accordance with the delivery split criteria, for each stock transport order that is created during a deployment process in SAP APO or a returns process in SAP CRM. SAP SPM forwards the checked outbound deliveries to SAP APO and SAP EWM. SAP EWM requires the checked outbound deliveries to create new warehouse requests, which are required to process stock transfers in the warehouse. The system can create stock transport orders between plants that belong to the same company code or plants that belong to different company codes. If the plant...
Use This function automatically creates an inbound delivery in SAP Service Parts Management (SPM) for each replenishment delivery that is received as a result of stock transport orders created during a deployment process in SAP APO or a returns process in SAP CRM. SAP SPM creates the inbound delivery using output determination in the outbound delivery. After the goods issue has been posted successfully, SAP SPM uses a special function to create the inbound delivery. Prerequisites · On the Confirmations tab page for each item in the stock transport order, you must ensure that a confirmation control key, for example, 0004, is entered. To enable the confirmation control key...
Purpose During a stocktransport, there are periodic differences between the numbers you are expecting in the receiving warehouse and the actual numbers that are received on dock. When there is a difference, you can identify its cause as either: ... · Carrier Responsibility · Shipper Responsibility Depending on which option you select, the system will perform different actions, each with the result of adjusting the stock numbers and possibly triggering required follow-up actions for billing corrections or stock updates in the sending warehouse. Prerequisites · SAP EWM manages both the sending and receiving facilities. · You have changed the settings for the Proof of Delivery (POD)...
Purpose When you have selected Shipper Responsibility as the cause of a stock transport order quantity difference, the system automatically reconciles the difference (the “delta” quantity). You can choose either Previous Facility or Source Facility as the warehouse responsible for the difference. The system then sends the delta quantity to the corresponding warehouse. Prerequisites · All the warehouses involved use the ERP and SAP EWM systems · You have selected Shipper Responsibility as the cause of the quantity difference Process Flow ... 1. The system sends the delta to the Proof of Delivery (POD), a temporary dummy storage location. For more information, see Adjustment of Stock Transport Order Quantity...
Use If you want to define your own output determination procedure, you must ensure that it contains the message types SPED and SPER. You do so in Customizing for Logistics Execution, by choosing Shipping → Basic Shipping Functions → Output Control → Output Determination → Maintain Output Determination for Outbound Deliveries → Maintain Output Determination Procedure. After you have created the new output determination procedure, select it and choose Control Data from the Dialog Structure. On the Control Data Overview, enter message type SPED with requirement 408 and message type SPER with requirement 409. If you want to determine your own output determination procedure, you must ensure that it contains the o...
Procedure 1. From the SAP Easy Access menu, choose Tools ® ABAP Workbench ® Development ® SAP Business Workflow ® Definition tools ® Events ® Event Creation ® Message Control (transaction code: NACE). 2. Select V2 (Shipping) and choose the Condition records pushbutton. The Output Types dialog box appears. 3. Select the required output type (for example, SPED or SPER) and choose the Condition records pushbutton at the bottom of the popup screen. 4. Enter the delivery type (for example, NL for intra-company replenishment deliveries, or NLCC for cross-company replenishment deliveries). 5. Choose Execute. 6. Make the following entries on the Change Condition Records (SPE ID Delv Creation): Fast Change screen: ...
Use Inventory management processes in SAP ERP hold valuated stock in Inventory Management (MM-IM) and communicate this data to Financial Accounting (FI) for further financial processing. Although SAP EWM is the leading system for inventory management on a quantative basis, value-based inventory management is not possible in SAP EWM. Creation of a Posting Change Delivery Inventory Ma...Management of Stock in Goods Issue ProcessManagement of Stock in Goods Receipt ProcessInventory Synchronization Inventory ManagementInventory Management 1Creating Condition Records for Output TypesCustomer-Specific Output Determination Procedure I...Adjustment of Shipper Responsibility DifferencesAdjustment of Stock Transport Order Quantity Diffe...Automatic Creation of ...
Use This function checks the consistency of stock data between SAP EWM, SAP Service Parts Management (SPM) in ERP, and SAP APO using reports in all three components. Integration SAP EWM is the leading system in terms of inventory, therefore synchronization takes place between SAP EWM and SAP SPM. SAP SPM and SAP APO are synchronized automatically using the APO Core Interface. Features Inventory synchronization in SAP SPM verifies the consistency between Inventory Management (MM-IM) valuated stocks and Financial Accounting (FI) stock accounts using the following reports: · Report RM07MMFI compares the sum of all valuated stocks in MM-IM with the corresponding stock account balances in FI. · Report RM07MBST also compares the sum o...
SAP Service Parts Management (SPM) in ERP receives an advanced shipping notification (ASN) from the supplier, and communicates this to SAP APO, where a planned receipt is created automatically. Receipt of the ASN also triggers the automatic creation of an inbound delivery in SAP SPM, which SAP SPM communicates to SAP EWM. The goods receipt is posted in SAP EWM and communicated to SAP SPM. The quantity of stock increases in the storage location assigned within the SAP EWM mapping of stock types to storage locations. This stock increase is visible in SAP EWM, SAP SPM, and SAP APO. After the goods receipt posting, the putaway process can begin in SAP EWM. The SAP EWM-internal transfers during putaway can only be tracked i...
