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S/4HANA Utilities Multichannel: Agent Co-browsing

Use

This product feature enables a customer service agent to co-browse the self-service Website with a customer should they face difficulty in navigating through the Website, or finding a page, menu or button to carry out a task. The agent sees the same information on the Website as the customer and is able to guide them. This feature allows the agent to do the following:
  • Search for a customer using first name, last name, contract account ID, business partner ID, address, phone and E-mail

  • Co-browse the entire self-service Website with the customer

  • Perform some actions such as entering a meter reading and updating the address on behalf of the customer

Technical Details

Technical Name of Product Feature

S4UTIL_MULTICH_CO_BROWSING

Product Feature is

New

Country Dependency

Valid for all countries

Application Component

IS-U-CS-MC

Availability

SAP S/4HANA 1610

Additional Details

As delivered in the current release, the agent co-browsing product feature has the following limitations:
  • The agent cannot cancel a payment on behalf of the end user

  • The agent cannot start a new service on behalf of the end user

Effects on Existing Data

For more information, see the Library for Multichannel Foundation for Utilities and Public Sector and choose the section on co-browsing.

Effects on Customizing

For more information, see the SAP Library for Multichannel Foundation for Utilities and Public Sector and choose the section Co-browsing.

See also

For more information about Multichannel Foundation for Utilities and Public Sector, see http://help.sap.com/s4hana_op_1610 under Start of the navigation pathProduct Assistance Next navigation step Industries Next navigation step SAP Utilities Next navigation step Customer Service Next navigation step Multichannel Foundation for Utilities and Public Sector.End of the navigation path