Basic use of Front Office and CIC

Gurus,
Wht is the primary use of Front Office and Customer Interaction center. When I go through the help document, I understood both are helping in processing business process and providing customer support.
So I won't really understand the real difference between Front office and CIC. Do both the tools will exist together in a client? Wht basically differentiate Front Office and CIC?
Thanks-
James.....

Hi James,
the front office is an application in the backend system (SAP IS-U, transaction EC20) helping you to handle customer processes. However, as it was covering the initial ideas of customer processes, it offers limited functionality compared to the CIC (any of the ones described below).
The name CIC is used very often. Let me try to explain and name the areas where it is used.
- CIC in the backend system (SAP IS-U, transaction CIC0 = WinGUI) offers a wide range of customer processes' functionality including very flexible enhancement possibilities. However, SAP is doing investments mainly in the SAP CRM Interaction Center WebClient (described below). You will not find alerts, interactive scripting, complaint management, extended activity management, or the cross-system customer fact sheet, u2026The IS-U CIC also does not include functionality to support cross-system processes or integrated customer service processes in a deregulated, open market.
- CIC in SAP CRM WinClient (SAP CRM, transaction CIC0 = WinGUI) offers a wide range of customer processes' functionality including very flexible enhancement possibilities. You will definitely find alerts, interactive scripting, complaint management, extended activity management, or the cross-system customer fact sheet, u2026The SAP CRM IC WinClient does include functionality to support cross-system processes or integrated customer service processes in a deregulated, open market.
However, SAP is doing investments mainly in the SAP CRM Interaction Center WebClient (described below) as they will not offer the SAP IC WinClient as of SAP CRM 2007 any more.
- SAP CRM Interaction Center (IC) WebClient (SAP CRM, WebClient application = WebGUI = BSP)offers a wide range of customer processes' functionality including very flexible enhancement possibilities (even more flexible for UI enhancements). You will also find alerts, interactive scripting, complaint management, extended activity management, or the cross-system customer fact sheet, u2026 and many more processes. The SAP CRM IC WebClient offers extended functionality to support cross-system processes or integrated customer service processes in a deregulated, open market.
SAP CRM 2007 is currently generally available. SAP CRM 7.0 (its successor) will be generally available as of next week. There are recommended product versions of SAP ERP to be combined with the SAP CRM product versions named above. Following the recommendation, our customers should implement
- SAP CRM 2007 together with SAP ERP 6.0 EhP2
- SAP CRM 7.0 together with SAP ERP 6.0 EhP4
As Manish described, there is more information needed in order to decide which interaction center application fits best. You should look at the market (liberalized or not liberalized) and at the market role your customer plays in this market (distribution company or retailer or integrated utility). The next thing is to look at the SAP product version (see description above).
My personal recommendation is to look at SAP CRM WebClient because it is the latest technology and SAP's investment will concentrate rather on IC WebClient than on IC WinClient solutions.
Best regards,
Franziska

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Difference btw front office and CIC

Gurus,
I'm new to IS-U, I want to know the basic difference between Front office ES20 and customer Interaction center CIC0.
Do CIC is similar to IC-Webclient interaction center available in CRM?
When the client will go for front office and CIC.
Thanks in advance....
James....

Hi James,
CIC0 in ISU is very much different from the CRM IC client. CRM has its own database and you can have lots of functionality with the CRM IC like prospects and many more.
ES20 does not suits it is used by the Customer Care Representatives.
CICO or EC70 in ISU can be used by the Customer Care Representatives if there is not much functionality for the client. Like simple move in and Move OUt is happening. ( Good for Distributors Clients )
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I would like to use SE80 (or any other transaction for that matter (except EWBC)) to get details of a Front Office Business Process. By details I mean information about methods, programs and anything else that can help me debug a problem I am having with transaction EC20. I have used transaction EWBC but I cannot get details about programs behind a given step. I get a list of steps and container info. Double clicking on the actual thing does not get me anything, and SE80 does not seem to be able to give me the needed information either, or at least I don't know how to go about it. So, which category, which sub-category or which button will do the job please?
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