Work Requests are the exceptions, errors or other pieces of work that appear in the Customer Centric Hub. A work request maybe an implausible read that has triggered a BPEM exception. It could a technical failure, such as a CRM Replication Failure. Work Requests may be work that a user should actively investigate and resolve, or just an informational item that they need to have visibility of to effectively resolve an exception or customer enquiry.
Currently BDEx supports 38 different type of work requests sub categorised into the following headings:
The Device Management module of SAP IS-U manages objects such as schedule records, meters / devices and meter readings.
Billing and Invoicing.
The Billing and Invoicing functionality within SAP IS-U provides the ability to bill domestic, commercial and industrial customers across a range of divisions (e.g. Electricity, Gas, Water, Waste Water).
Contracts Accounts Receivable and Payable or FI-CA manages the processes for payment processing, posting and dunning. FI-CA also includes the Enhancement Message Management function more commonly known as EMMA or BPEM (Business Process Exceptions Management).
The CRM module of SAP offers complete customer relationship management. It manages a number of objects such as Customers, Accounts / Business Agreements, Sales Orders and Interaction Records.
IS-U Customer Service.
The Customer Service module of SAP IS-U manages a number of objects such as business partners, contract accounts and homemoves.
The Work Management module of SAP IS-U manages work for engineers for replacing, inspecting, and installing meters/devices. It manages objects such as Service Orders and Service Notifications.
The IDE module of SAP IS-U manages industry market messaging in deregulated environments.
The cross application exception types are generic to all SAP ERM and CRM systems.