All users who use BDEx can be linked to a “Profile” which controls a number of aspects of the behavior of BDEx including which work request classes are displayed, the actions that are available, and the defaults for certain BDEx options. Managing the list of profiles and their related options is done via the Profile Manager, which is accessed via SPRO or transaction /BTI/MDE_PROF_MGR.
The Profile Manager transaction allows an administrator to add, remove and customize profiles as required.
The BDEx profiles provide the ability to define distinct views for different teams or business units. It allows the view in the BDEx Customer Centric Hub to be configured to reflect the different operational needs of the business teams.
Profile Header
This section defines the profile name and enables customizing of filters and defaults available for the tabs within the Customer Centric Hub.
Tab views:
Enable Action Logging – This feature enables all actions and activities carried out by a user to be tracked in the Action Log. This is a useful audit trial to assist with quality control and productivity reporting.
History disabled – This feature hides the work request history items. These are all the work requests which have been resolved (if the work request type has been configured to display in the history tab) within the Customer Centric Hub.
Process disabled – This feature is the Business Process arrange by option. Within the Work Request tab of the Customer Centric Hub you can sort/filter the items in here by Business Process. If this option is selected this filter will be removed from the CCH.
Context disabled – This feature is the Customer Context arrange by option. Similar to the Business Process filters you can also filter/sort by customer context. Again if this option is selected this filter will be removed from the CCH.
Root cause analysis disabled – This function enables work requests to be linked together and highlights the interdependencies between the exceptions. This can be disabled within the profile and therefore any users assigned to this profile would not have this option available.
History view default filter – The default can be set to define the history time period for the work requests which will be displayed in the history tab. The default date periods available are today/week/two weeks/month/two months/year/two years. Usually the recommended default is six months.
Options:
Retrieve switch documents – Switch documents can be deactivated at the profile level, you may wish to deactivate for non metering users.
BDEx Documentation link – Here you can specify a link to the BDEx documentation to enable the users to access the BDEx user guide directly within the CCH.
Display custom tab 1 – This is the Invoice history tab which can be disabled at each profile level by removing the ‘X’ from this field.
Display action technical names – Within BDEx we have right click actions which can be accessed against each master data object, work request types including historical items and the invoice history items. The right click actions have a description and also a technical name. If the preference is to display the technical name as well as the description this field can be populated to do this for each profile e.g. action name – Display Contract Account, technical name – CAA3.
Enable pause button – Offline activities can be recorded within BDEx to track an agents time when carrying out activities outside of the Customer Centric Hub. For example an agent can record if carrying out an offline activity i.e. ‘Meeting’ to do this they will select the pause button and pick the activity type from the drop down list. This button can be enabled or switched off using this option.
Work requests
This tab defines which work requests are retrieved when using this profile, and which ones are retrieved as part of a historical view. Work request subclass and status can also be specified to further tune which requests are visible to profile users.
In most cases, all active work request classes should be added to each profile, so that agents working an account can see all possible issues, even if they are not likely to work them.
An ‘Add all’ button has been provided to quickly add all active work requests to the profile. This adds each active class, unrestricted by subclass or status. If more granular additions are needed, these need to be done one by one.
Users
In order to use a profile, a user must be assigned to it. This tab gives the list of assigned users, plus settings for whether or not their actions should be logged, whether they should have their user-level settings locked to the profile defaults, and whether this profile is their default.
Excluded master data and work request actions
These tabs provide the ability to restrict master data and work request actions by profile. For example, the “Full device removal” might not be desired on a billing agent profile, and can be disabled via this tab.
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