Discovering the End-to-End Use Case

Let's begin by considering the following scenario.

Let's first take a closer look at the underlying business case. Your company ACME is an electronics company, that hires call center support representatives to process and manage customer incidents.

A call center support representative (Processor) receives a phone call from an existing customer and creates a new incident in an incident management application on behalf of the customer. The newly created incident is based on a customer complaint received during the phone call so the call center support representative also adds the conversation with the customer to the incident.

This application enables the interaction between the members of the support team who are working on the customer's incident. The application is designed to allow support team members to initiate incident reports, which are then processed by other support team members.

The frontend is built with SAP Fiori Elements and consists of two pages: A List Page, listing all incidents, and an Object Page for displaying further information for each incident entry.

This is the application's homepage. It displays current incidents needing the incident manager's attention. It also indicates the affected customer and the incident's status and urgency. Users can create, edit, and delete incidents here.

Users can create new incidents and input information on the object page. The system fetches customer data from SAP S/4HANA Cloud.

To view or edit an incident, select it to open the details page.

The following units guide you through an end-to-end development process from development to deployment.