• This course teaches participants the basics of ICWebClient functionality for Utilities. The participants will get sound knowledge of the technical landscape and architecture.
  • In addition they will deepen the Interaction Center WebClient configuration knowledge for different business uses in the Utilities industry. They will learn to customize the new UI for Utilities processes.


  • SAP Consultants and partners
  • Project managers, project leaders and employees
  • Key Users responsible for the configuration of processes



  • Basic Utilities Knowhow, Basic CRM Knowhow
  • IUT110Introduction to the IS-U/CCS System
  • IUT210Master Data and Basic Functions
  • SAPCRMOverview of the SAP CRM solution


  • CR410CRM Interaction Center WebClient
  • IUT240Contract Accounts Receivable and Payable
  • IUT250Customer Service

Course based on software release

  • SAP ERP Central Component 6.0 Enhancement Package 6
  • CRM 7.02


  • Architecture and technology
  • Agent functions and operating the IC
  • Creating IC profiles
  • Customizing of general components
    • The navigation bar
    • Interaction record
    • IS-U environment tree
    • and the transaction launcher
  • IC Webclient Customizing of typical FICA processes
    • Financial inquiries on Account Balances, Open Items, Processing Locks, Dunning notices
    • Collection call lists
    • Payment Agreements, Acception payment authorisation, installment plan, deferrals
    • Dispute Management
  • IC Webclient Customizing of typical Utilities processes
    • Move in / Move Out
    • Bill correction
    • Budget Billing Plan