The Dynamic Work Center

In a SAP Utilities environment back office work can come from many different sources, like work items, BPEM cases and front office activities.

With limited time and resources it’s important to prioritize these efficiently, this can prove to be difficult using spreadsheets or searching case lists manually.
Work is prioritized based on pre-determined rules, and then allocated to the correct agent’s single inbox automatically without requiring lots of manual steps.

The Dynamic Work Center streamlines the process of allocating back office work in an SAP Utilities environment, enabling greater efficiency, reducing cherry picking of work and enabling back office managers to gain complete visibility and control of their teams’ workload.

Activating a work request in Dynamic Work Center requires the relevant SAP code to be enhanced, enabling the DWC architecture to be updated in line with the underlying data. This document contains instructions and sample code for each supported work request to be enabled if required.

All of the complex logic resides within the /BTI/MDE_CL_BWC_DB class; the enhancements need merely call the relevant methods and passing all available parameters. All work retrieval and routing is performed using the standard SAP PFAC infrastructure and the SAP Organisational Structure, so these must be fully configured for all work types that require specific routing.

Configuration settings:

There are two BDEx Profile Option settings (/BTI/MDE_C_OPT) that are relevant to the DWC that are not maintainable using the BDEx Profile Manager (Transaction /BTI/MDE_PROF_MGR) and so must be maintained at the Configuration level (either via the IMG or using Transaction SM30):

• Option 10 – Max results when searching => defaulted to 50

• Option 11 – Get work button size limit => defaulted to 5