The functionality to ensure that customers of a business, both individuals and other businesses, can keep in communication with that business to ensure that they receive needed levels of service befor [..]

The identifiable, but essentially intangible, activities that are offered by a seller in conjunction with a product, such as delivery and repair. These activities may be priced separately, but usually are not, and are provided only with a product that is being sold. These activities are not to be confused with intangible products (services), the ty [..]

The set of retail activities that increase the value customers receive when they shop and purchase merchandise.

The series of activities involved in providing the full range of services to customers.

The series of activities involved in providing the full range of services to customers

Contact Us

Customer Service The term "customer service" encompasses a variety of techniques used by businesses to ensure the satisfaction of a customer, from friendly and attentive staff to [..]

n. atención al cliente (or al usuario)

Supplier party responsible for issues related to purchase order fulfilment (despatch, delivery and carriage).

Our Policies

Refers to the identifiable, but sometimes intangible, activities undertaken by a retailer in conjunction with the basic goods and services it sells.

This describes all the contact the business has with the customer, both face to face when selling a service, and indirectly when writing to the customer.

Object for which a service is carried out.

A component in the Interaction Center (IC) which enables the agent to access any SAP transaction, customer transaction, or HTML session from a user interface.

Activity performed by a call center agent. All call related activities performed by the agent are logged by CIC.

Object stored in the object store for the activity. It is used to document the customer contact.

The exact day as of which the premise is occupied.

Refers to the date on which a premise is vacated. The actual move-out date can differ from the move-out date entered in the system.

Person who handles inbound or outbound calls in a call center.

Act of an agent signing onto a queue.

Act of an agent signing off from a queue.

Status of agent activity and whether the agent can accept calls.

The date and time the customer has chosen to have their device disconnected/reconnected.

Component in the Customer Interaction Center which the agent can use to display Internet and Intranet pages. You can also include your own HTML-based applications in this area.

A approval specialist contacts customers to collect due approvals.

Group of parts of a service object that belong togther from a technical perspective.

Telephone network feature that passes in real time the caller's phone number to the call center.

Process, which is available for an object (such as point of delivery or connection object) in the IC WebClient.

External service provider who manages customer's bills on their behalf.

Call that an agent transfers to another agent without first talking to the other agent.

Transaction, in which the master data and transaction data belonging to a business partner (the source business partner) is allocated to a different business partner (the target business partner) in a [..]

The calculation type defines the program with which a calculation is to be executed. This can be either MS Excel or a different application.

The information relating to a call, generally collected through Interactive Voice Response (IVR) before the call reaches an agent or information added by a previous agent during the call.

A component with which an agent can view the telephony status of any party participating in the call.

This informs the agent of the status of the active telephone connection and the reason, and also displays the telephone number and name of the contact.

Grouping of calls to be made by agents at a future point in time.

A major feature in CIC and the functionality behind it. A component can be either visible or hidden. A visible component presents a subscreen, which the CIC framework includes in one of its six subscr [..]

An outline of information that determines how the Customer Interaction Center (CIC) functions.

Special type of component that increases the number of components the front office can include from seven to eleven. It can do this by containing up to five components in one tabstrip customizable sub [..]

Part of an installed base. A component consists of the master record (for example, material or equipment master record) and of additional data that identifies this master record (for example, batch, s [..]

The computer software that connects a telephony switch to a computer.

Call that generally connects three or more parties so that every party can speak with every other party.

Call in which an agent puts a party on hold and then calls another agent or party.

Component that displays information about a caller. Customer Interaction Center (CIC) can determine this information from Automatic Number Identification (ANI) and display it automatically when the ph [..]

Procedure by which a business partner with a utility contracts for one or more installations receives a new contract for these installations.

Template, used to determine the master data templates for creating a contract in the accelerated move-in / move-out / move-in/out entry.

Service notification that describes a malfunction at a technical object.

End operator/user of a piece of equipment.

A product representing a collection of products to be sold as a whole.

A package component is a product that can be sold on its own as well as part of a package.

You use a profile scheme to define which profiles are required for creating a quotation. The price and consumption profiles contained in a profile schema form the basis for the quotation calculation.

List of calls waiting to be answered by an agent.

The information which affects the reference object for the notification or order and that can be displayed from the notification or order.

Costs of resuming utility service after a disconnection.

Indicates whether the customer has been notified regarding a potential disconnection/reconnection. The notification work item is processed when customer notification is necessary.

Procedure whereby a disconnected installation is reconnected when the reason for disconnection no longer applies.

Document which aids a field service employee in reconnecting a customer's utility service.

Redemption document for a loyalty account.

Guidelines that appear when certain activities occur. They provide basic instructions and reminders to support the agent.

Date on which the billing-related aspects of the contract with the customer begin.

Notification to the municipality regarding the installation of a water installation.

Function whereby the move-out of one customer and possibly the move-in of another customer can be entered for one or more contracts of a contract account.

Cancellation of utility service by the customer.

Date on which the billing-related aspects of the contract with the customer end.

Means of determining the following:

Period of time in which a response to a notification should be made in the form of a certain task. This period is defined in the response profile.

A key functional area of mySAP CRM that supports the field service force using mostly autonomous mobile devices.

Can apply to the transfer of security deposits, or to a customer change.

Merchandise that the customer can redeem against loyalty points earned.

Function which aids marketing by selecting groups of customers according to certain criteria.

Text created in SAPscript for reminder scripting. It can be fully customized and can include variables.

When a business partner relocates, a link is established between the old contract for the old address and the new contract for the new address. At the same time, any cash or noncash security deposits [..]

Invisible component of the Customer Interaction Center (CIC) that automatically marks objects stored in the clipboard for further processing.

A long term agreement covering the content and the scope of services to be performed for a customer.

Product/material master record, in which a service is described in the same way as a physical product, including pricing information.

Means by which notifications from a customer are entered and managed in Customer Service.

A short-term agreement between service provider and service recipient, in which one-off services are ordered by the service recipient and then billed by resources when the order is completed.

Description of the service and maintenance work to be performed, where the deadlines and the scope of the work are defined for a service object.

A customer-based business transaction sold and performed in Customer Service.

Means by which you define the times at which call processing can be performed with a notification partner. The availability times defined in the service profile form the basis for the calculation of t [..]

A service notification requesting the service or customer service department to perform a particular activity.

A generally available description of the procedure for performing a service task that contains the required resources (working time, material, production resources and tools).

Period, during which service tasks can generally be performed.

Geographical area in which services are provided under certain conditions.

Object on which services or customer services can be performed.

Subscreen area in the front office screen.

An action or process that will eliminate a symptom and the problem indicated by the symptom. A solution can be described by freeform text, required actions, or attachments that illustrate and support [..]

Component in the Customer Interaction Center which enable the agent to directly access the search function of the solution database.

Functions typically available on a telephone that are provided in the CIC front office in the form of pushbuttons.

One of the application toolbars integrated in the Front Office screen which enables the agent to directly access all telephony functions.

Specialized telephony software that acts as a bridge, directly or indirectly depending on configuration, between the SAP system and a PBX or computer telephony integration (CTI) middleware system.

Budget billing plan saved temporarily in temporary storage. The plan is saved permanently as soon as the customer has accepted the relevant quotation.

Period consumption, which is saved temporarily in a temporary storage. This consumption is saved permanently as soon as the customer accepts the relevant quotation.

Recording by CIC of call-related activities (activities performed by agents, events occurring in the background, and business transactions). CIC writes the recorded information to logging tables.

A function in the toolbar that switches between a call on hold and an active call by automatically placing the active call on hold, and vice versa.

Template that defines which master data is created automatically. The master data generator uses the template to create master data.

Used by customers to create the master data templates supplied by SAP.

Organizer of the loyalty program. The organizer can either be a company or a business partner in the R/3 system. In the case of a company, the organizer is either the utilities company itself or an ex [..]

Call placed by an agent or predictive dialing system to an outside party.

Document created for a particular action within the accelerated move-in / move-out / move-in/out entry.

Setting options for the parking interface for accelerated move-in / move-out / move-in/out entry.

Transfer of the utility contracts of a contract account, including any receivables, from one business partner to another.

To notify a customer regarding a potential automatic disconnection/ reconnection.

Application component that can be used to process services. Customer service mainly comprises the following functions:

The act of sending an inbound call to another extension or queue without answering it.

Costs which arise as a result of disconnection of a utility service.

Tool for aggregating data from defined sources, for example, totals records for planned costs, or actual costs for individual line items. The nature of the aggregation depends on the settings you have [..]

Control that defines how particular data (for example, line items that result from postings of goods movements) should be summarized into dynamic items.

Summarized intermediate level of data that is produced during processing (for example, during resource-related billing or quotation creation).

The capacities can be subdivided into employee capacities (individual employees) for which the available capacities can then be maintained, in order to guarantee more detailed shift planning and sched [..]

External participant in the loyalty program. An external participant is a company which has reached an agreement with the organizer to grant and administer points in the loyalty program. The external [..]

Move-out, which is created due to a report of a move-in in a premise, for which no move-out has been reported.

Program that determines the front office configuration based on the CIC profile and executes all component programs. The framework consists of configuration tables, the front office screen, a default [..]

Unique alphanumeric name of up to 15 characters that identifies a list of components.

Main CIC screen from which an agent performs activities and transactions. It can be customized for agent and business needs.

Program organized by a company. A loyalty program consists of a series of business events; these determine the points that the company grants. Loyalty points are awarded to customers who can redeem th [..]

Unique key composed of the contract account and loyalty program. The key is used to identify the loyalty program in which a customer participates.

Phone systems and other devices that connect calls.

A change in a product or system that indicates a malfunction of some type. A symptom can be described by freeform text and catalog code attributes. A symptom can refer to any business object, such as [..]

A screen status in the toolbar that indicates that the screen is waiting to receive a call.

Tool used for error processing in a failed replication of SAP CRM utility contracts in an SAP IS-U system. It is also used for processing incorrect parked documents during the accelerated entry of mov [..]

Longer-term agreement between business partners, in which conditions (such as prices) and available products are defined. These conditions and products apply for all service contracts or service order [..]

Logical link between a business partner and an installation or premise.

The date and time that the customer was notified.

Registration for utility service by the customer.

Program that uses the master data template to create master data (such as business partners and contracts).

Function aiding the creation of one premise and all the installations belonging to it.

Instrument for displaying special data in move-in and move-out processing. Based on your Customizing settings, the information can be displayed as an error, information, or a warning.

Document which aids a field service employee in collecting a payment from a customer or disconnecting a customer's utility service.

Function which gives a utility company a quick and comprehensive overview of a customer's data. This may include information on the customer's utility service, bill, or account.

Business rules of a loyalty program. The business events are used to determine the number of points to be awarded to customers and the points' expiration date.

The date and time planned for the disconnection/reconnection.

A connection between a symptom and one or more solutions in the SDB. A link is dynamic in that it can be changed for various reasons, for example, a solution is no longer valid for a symptom.

An indicator that distinguishes individual warranty by their usage, that is, by the direction of the warranty.

A means of representing the wear and tear of an object, the use or consumption of a supply within the validity of a warranty.

A sub-division of a warranty category that allows for a more detailed description.

Call in which an agent asks another agent to accept a call before transferring the call.

Permanent dismantling of an installation, whereby energy supply is stopped completely.

Temporary dismantling of all meter devices, whereby no energy is supplied to the installation for a limited period.

Multi-level component structure for managing products at the customer company and for managing products that are used internally. The installed base describes the structure of these products and their [..]

These components are specified in Customizing and appear in subscreens. The IC framework arranges these subscreens in the seven available visible component slots on the Interaction Center (IC) screen.

Call received by a call center from an outside party.

Status of a contract or installation if a move-in does not occur directly after a move-out.

Definition for IS-U Sales Processing

Characteristic of a utility product set type.

Quantity of characteristics from a product configuration grouped together according to business criteria.

is the art of delighting customers enabled by CRM software designed to manage a company’s interactions with customers, clients and sales prospects. customer support Customer support

The act of providing services to customers before, during and after a purchase. A department that provides services to past customers.