Section 3
System Scope and Context
This section describes the environment of KBP. Who are its users, and with which other systems does it interact with.
- The business context shows the communication partners and the business data exchanged with them.
- The technical context shows the channels and protocols of these exchanges. The Azure resources KBP itself runs on (App Service, Redis, Key Vault, App Configuration, Front Door) are described in the Deployment View.
Business context
Each box groups related external systems; the arrows name the business data exchanged. The table below lists every system individually.
| Element | Description |
|---|---|
| Customer Annotations | Customer annotations and related customer context, including negative-payment or dunning information. |
| Permission Service | Marketing and advertising permissions. |
| PIN Service | Customer PIN validation and comparison for telephone authentication. |
| APA / Accounting and Payments | Customer accounting data such as balances, payment data, statements, dunning, instalment plans, and deferrals. |
| Event Bus / Digital Layer | Asynchronous business events, including notifications and actions that involve multiple systems. |
| ZAuV / Workforce Management (WFM) | Receivables-management tasks (Aufträge: dunning, debt collection, disconnection, research) and their state. |
| Archive / Document Services | Archived customer and contract documents, including tariff-option documents. |
| CMS (Contentful) | Agent-facing maintenance, outage, and product information. |
| MXO | Customer analytics and next-best-action data. |
| EnBW IDM | Agent identities and roles (synchronized from Savvy) that decide which business functions an agent may use. |
| Access Management | User, role, and access-management operations used by KBP. |
| CMDM | Customer master data and related master-data operations. |
| Customer Identity | Customer identity lookup and identity-linking processes across tenants and business contexts. |
| EnCore Address / Meter Data | Address, network, and meter-data services. |
| EnWiCore | Commodity contracts, customers, products, and commodity order flows; formerly Powercloud. |
| Commodity Layer | Commodity-specific product and contract integrations. |
| ComOrder | Commodity order operations. |
| ComV3 | Offer and tariff data for commodity sales processes. |
| APA / E-Mobility Billing | E-mobility and related external product integrations. |
| ZAuV Archive | Archive access for ZAuV documents and data. |
| Bundle Lifecycle Management | Bundle and product-lifecycle operations. |
| Dynamics Sales | Sales and customer-process integration. |
| Auth0 Management API | Customer identity and account-management data such as email, status, recent logins, and lock state. |
| SendGrid | External email delivery, directly or through asynchronous events. |
| ASI (Agent Support Interface) | Agent-support entrypoint that links advisors to KBP and EnWiCore. |
| BSI (BSI Customer Suite) | CRM and case-management platform for agents. Planned entrypoint from which KBP is opened. Not in production yet. |
Delineation from BSI
KBP is a support tool that agents open from BSI; it is not a standalone portal that agents log into for their whole working day. The responsibilities are split as follows.
| Aspect | BSI | KBP |
|---|---|---|
| Role | Leading agent system and entrypoint | Specialized support tool opened from BSI |
| Typical work | Simple tasks and case management | Complex, multi-step business processes |
| Examples | Recording and tracking a customer case, simple enquiries | Order capture, relocation, tariff change, receivables management |
This delineation matters for the architecture because it means KBP is entered per business case rather than per session. KBP therefore has to work when it is opened directly in a specific customer and process context, instead of assuming the agent navigates in from a KBP home page.
Status: BSI is not live yet. Until it is available, agents continue to reach KBP through the existing entrypoints (see
ASIabove). The integration details are therefore not yet described here and will be added once they are decided.
Dependencies by Feature
The following business dependency matrix preserves the detail of the original view without forcing a many-to-many relationship into crossing arrows. German domain names are paired with English translations. It is not an exhaustive endpoint map.
| Business function / Geschäftsfunktion | Functionality / Funktionalität | External APIs and services / Externe APIs und Services |
|---|---|---|
| Next Best Action / Next-best action | Kundenanliegen, Empfehlungen und Aktionen / Customer intents, recommendations, and actions | MXO |
| Angebot Tarifwechsel / Tariff-change offer | Tarifangebote, Kostenvergleich und Buchung / Tariff offers, cost comparison, and booking | ComV3; EnWiCore / contract context and booking |
| Auftragserfassung / Order capture | Neukunden- und Bestandskundenprozesse, Produktkriterien, Liefertermine, Vorversorger und Bestellung / New and existing customer processes, product criteria, delivery dates, previous supplier, and order | EnWiCore; ComV3; Commodity Layer |
| Forderungsmanagement / Receivables management | Kontoforderungen, Mahnungen, Inkasso, Sperren, Ratenpläne, Stundungen und Zahlungsvorgänge / Receivables, dunning, collections, disconnections, instalment plans, deferrals, and payment operations | APA; CMDM; EnWiCore / contract reference; ZAuV / Workforce Management |
| Kontodaten / Account data | Kontoübersicht, Belegliste, Zahlungseingänge, Mahnhistorie / Dunning history, Ratenpläne / Instalment plans, Stundung / Deferral | APA; CMDM; EnWiCore / contract reference only |
| Kunden-Account / Customer account | Kundenkonto, Registrierung, Löschung und Verknüpfung von Identitäten / Customer account, registration, deletion, and identity linking | AccountMek; Customer Identity Linking Process; EnWiCore customer identity |
| Rechtsabteilung / Legal department | Übergabe und Nachbearbeitung rechtlicher Vorgänge / Handoff and follow-up of legal cases | EnWiCore; ZAuV Archive |
| Umzug/Auszug / Relocation and move-out | Umzug, Auszug, Lieferadresse, Zählerstände, Einzugs- und Auszugsdaten / Relocation, move-out, delivery address, meter readings, move-in and move-out dates | Commodity Layer; ComV3; EnWiCore |
| Verträge & Verbrauch / Contracts and consumption | Vertragsübersicht, Vertragsdetails, Verbrauchshistorie, Zahl- und Kontaktdaten / Contract overview, contract details, consumption history, payment and contact data | EnWiCore; CMDM; Commodity Layer; APA |
| Werbezustimmung / Marketing permissions | Werbezustimmungen anzeigen und bearbeiten / View and edit marketing permissions | Permission Service |
| Energie Manager / Energy Manager | HEMS- und Energie-Manager-Funktionen / HEMS and energy-manager functionality | HEMS services |
Technical context
How KBP reaches its communication partners. The diagrams with the network placement of these channels are in the Deployment View.
| Partner | Channel | Notes |
|---|---|---|
| Agents | HTTPS from the browser through Azure Front Door (WAF) to the KBP App Service | The Vue client is served by the same App Service |
| EnBW IDM (Keycloak) | OpenID Connect sign-in of agents | Roles are synchronized from Savvy; see Authentication |
| ASI, EnWiCore client | Browser deep links into KBP entry points (customer, contract and Vue path in the URL) | ASI also calls the Kundenberaterportal API exposed through API Management (api.enbw.com/kbp) |
| EnBW backend APIs (EnWiCore, APA, CMDM, ZAuV (WFM), ComV3, ComOrder, Commodity Layer, EnCore address/meter data, PIN, permissions, annotations, archives) | REST through EnBW API Management (api.enbw.com) |
OAuth2 client credentials with Entra ID tokens; base URLs per client in the app settings |
| Customer Identity, identity linking, Dynamics Sales, double opt-in | REST through API Management of the scale tenant (scaleapi.enbw.com) |
|
| E-mobility billing | REST through its own API Management (emob-billing.azure-api.net) |
|
| Digital Layer | Events through API Management dlapiprod (Service Bus) |
Outgoing business events; mails through SendGrid can also be triggered this way |
| MXO | REST, directly to Thunderhead | |
| Auth0 Management API | REST, directly to the Auth0 tenant | |
| Contentful, SendGrid | REST, directly | |
| Account DB | SQL to Azure SQL (YelloData, legacy accounts) | IP-restricted, outside the KBP network |