When a customer submits an Internet Service Request (ISR) to make certain changes that are subject to additional checks or approvals by the back office, a Customer Contact is created for the request; the corresponding workflow is then triggered by the Customer Contact.
SAP Multichannel Foundation for Utilities provides a new Business Object BCONT_UMC
for the Customer Contact (Entity AccountContact
), which can be easily used for the following:
Triggering a workflow
Appending a new text line to the text of the Customer Contact
Adding the workflow item link to the Business Objects tab page of the Customer Contact.
An example workflow for changing the business partner first and last name is also delivered to illustrate how to perform the following tasks:
Start a workflow with input variables and a table which contains variables name and value pairs
Retrieve input contains variables name and value pairs table in the workflow
Add the detail information to the text of the Customer Contact
Retrieve the business partner detail and address dependent information, such as the address-dependent E-mail address and the address-independent E-mail address
Communicate with the customer about the result by E-mail
Update the first and last names of the customer if the request is approved
For more information on the Business Object BCONT_UMC
, see Using Business Object BCONT_UMC.