Identifying Account for Utility Service
Processes 
Purpose
This business process allows you, during a customer contact, to use the multi-channel interface (telephone, E-mail, chat, and so on) in the interaction center to identify an account in the system. If you have identified and confirmed the account, the system provides customer information, such as the address, account balance, bills, dunnings, credit, and information on past customer contacts. You can start the business processes for this customer in the interaction center. In addition, you can also identify the premise and contract account objects in the IC WebClient, dependent or independent of the account. You can confirm these objects for the further processing of business processes.
Process Flow
The business process runs as follows:
...
1. Identify account
2. System searches for account
3.
Create new
account
Create the new account, if necessary.
4. System receives replicated data
5. Identify business agreement
6. System searches for contract account data
7.
Confirm business agreement
If you confirm an account, business agreement, or premise, the system displays
all relevant information for the account, business agreement, or premise. This
information is also stored in the business object context, which allows them
to be reused by other functions.
8. Identify premise
9. System searches for premise
10. Confirm premise
11.
Review alerts coming from alert
modeler
The system administration can define alerts, which are triggered by various
system events. You can take appropriate measures according to the
alert.
12.
Take scratch pad notes
You can make notes in the scratch pad during a contact. This function is only
available in the Interaction Center (IC) WebClient.
13. Review interaction history
Result
The account was identified in the system. You can now enter details of the current contact in this account, and can call customer information.