SAP CRM Enhancement Pack 2, Service Pack 03 Release Notes

Release Notes SAP Enhancement Package 2 (Including SP03)

for SAP CRM 7.0

Copyright © Copyright 2012 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty

WebClient UI Framework ............................................................................................ 7Business Function WebClient UI Framework Documentation ................................. 7

UI_FRW_2_DOCU: Business Function WebClient UI Framework Documentation (New) .............. 7UI_FRW_2_DOCU: Creation of Reference Design Objects (New) ................................................. 8UI_FRW_2_DOCU: Application Enhancement Tool (Enhanced) .................................................... 9UI_FRW_2_DOCU: Field Label Analysis (New) ............................................................................ 10

Basic Functions and Performance .............................................................................11Business Function Performance and Business Transaction Item Processing ........11

CRM_PERFORMANCE_2: Business Function Performance and Business Transaction Item Processing (New) ........................................................................................................................... 11CRM_PERFORMANCE_2: Fast Group Condition Processing (New) ........................................... 14

Business Function: Filter for Workflow Inbox ..........................................................15CRM_WFI_FILTER_1: Business Function Filter for Workflow Inbox ............................................ 15

Business Function Reduction of Implementation Time ...........................................16CRM_TCI_1: Business Function Reduction of Implementation Time (New) ................................. 16CRM_TCI_1: Consistency Check for Mandatory Fields in Business Partner/Customer Data (New)

........................................................................................................................................................ 17CRM_TCI_1: Visual Indication of Mandatory Fields on Business Partner UIs (New) ................... 18

Business Function Enlarged Text Area and Filters in Text Log ..............................19CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02) ...... 19

Business Function Integration of SAP StreamWork with SAP CRM .......................21CRM_SWI_1: Integration of SAP StreamWork with SAP CRM (New for SP03) ........................... 21

Master Data ...............................................................................................................23Business Function Knowledge Article .....................................................................23

CRM_KA_CI_1: Business Function Knowledge Article ................................................................. 23Business Function Enlarged Text Area and Filters in Text Log ..............................24

CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02) ...... 24Business Function Marketing Permissions .............................................................26

CRM_MKT_PERMISSION: Usability Enhancement for Marketing Permissions (New for SP08) . 26Marketing ...................................................................................................................27

CRM_MKT_CPG_WIZARD: Business Function Campaign Wizard (New for SP03) .................... 27Sales .........................................................................................................................28

Business Function OEM-Managed Inventory with CRM Sales Orders ...................28CRM_SPM_2: Business Function OEM-Managed Inventory with CRM Sales Orders (New) ....... 28CRM_SPM_2: Integration of Original Equipment Manufacturer (OEM)-Managed Inventory in Sales Orders .................................................................................................................................. 29

Business Function Deal Management ....................................................................30CRM_PMM_1: Deal Management (Enhanced) ............................................................................. 30

Service .......................................................................................................................31Business Function Advanced Returns Management ..............................................31

CRM_COMPL_ARM_1: Business Function Advanced Returns Management .............................. 31Business Function Service Management 1 .............................................................33

CRM_SRV_1: Business Function Service Management 1 (New for SP02) .................................. 33Multichannel Integration ............................................................................................34

Business Function Retail Master Data Integration ..................................................34

CRM_ISR_INTEG: Business Function Retail Master Data Integration (New for SP03) ................ 34Interaction Center ......................................................................................................37

Business Function HCM, Shared Services Interaction Center CRM ......................37CRM_SSC_EIC_1: HCM, Shared Services Interaction Center CRM ............................................ 37

Analytics ....................................................................................................................38Business Function Performance Improvement of CRM Data Extraction ................38

CRM_ANA_NDS: Performance Improvement of CRM Data Extraction (New) .............................. 38Business Function Segmentation of BW Data with BW Accelerator .......................39

CRM_MKT_SEG_BWA: Business Function Segmentation of BW Data with BW Accelerator (New) ........................................................................................................................................................ 39

SAP CRM for Industries: Contract Accounts Receivable and Payable ......................41Business Function FCC and Dispute Management for Contract AR/AP .................41

CRM_FCA_1: Business Function FCC and Dispute Management for Contract AR/AP ................ 41CRM_FCA_1: Installment Plans in Financial Customer Care (New) ............................................. 43CRM_FCA_1: Promises to Pay in Financial Customer Care (New) .............................................. 44CRM_FCA_1: Displaying Bill Detail Records (New) ...................................................................... 45CRM_FCA_1: Displaying Billing Documents (New) ....................................................................... 46CRM_FCA_1: Collective Bill Business Agreement (New) ............................................................. 47CRM_FCA_1: Fact Sheet (Enhanced) ........................................................................................... 48CRM_FCA_1: BUAG in Disputes and Adjustment Requests (Enhanced) ..................................... 49CRM_FCA_1: Replication of Dispute Data to ERP (Enhanced) .................................................... 50

SAP CRM for Industries: Financial Services ..............................................................51Business Function Continuous Improvements for FCC, Termination Quote, FSL, Performance (Reversible) .......................................................................................51

CRM_FS_CI_1: Business Function Improvements for FCC, Termination Quotation, FSL, and Performance (New) ........................................................................................................................ 51

SAP CRM for Industries: Public Sector .....................................................................53Business Function Social Services, 2011 ...............................................................53

CRM_IPS_4S_3: Business Function Social Services, 2011 .......................................................... 53CRM_IPS_4S_3: Financial Customer Care Integration (New) ...................................................... 54CRM_IPS_4S_3: Overviews for Planned Payments (New) ........................................................... 55CRM_IPS_4S_3: Function "Net Display" in SSP and SDP (Deleted) ........................................... 56CRM_IPS_4S_3: Adapter for Accounting Systems (New) ............................................................. 57CRM_IPS_4S_3: Item Proposal Strategy (Changed) .................................................................... 58CRM_IPS_4S_3: Eligibility Check (Deleted) .................................................................................. 59CRM_IPS_4S_3: Eligibility Determination (New) ........................................................................... 60CRM_IPS_4S_3: Social Service Plan (Changed) .......................................................................... 61CRM_IPS_4S_3: Decision Flow (New) .......................................................................................... 63

SAP CRM for Industries: Telecommunications ..........................................................64Business Function Integration of SAP CC and SAP CI with the Provider Order .....64

CRM_PROVORDERINT_1: Business Function Integration of SAP CC and SAP CI with the Provider Order (New) ..................................................................................................................... 64CRM_PROVORDERINT_1: CCM and Charge (Refill) Plan Assignment (New) ............................ 66CRM_PROVORDERINT_1: Product Replication to FI-CA (New) .................................................. 67CRM_PROVORDERINT_1: Price Conditions for Distribution to SAP CC (New) .......................... 68CRM_PROVORDERINT_1: Price Version in Pricing of CC-Products (New) ................................ 69CRM_PROVORDERINT_1: Cancellation of Options (New) .......................................................... 70

CRM_PROVORDERINT_1: Creation and Identification of Corporate Accounts in Interaction Center for Telecommunications (New) ........................................................................................... 71CRM_PROVORDERINT_1: Telco: IC Agent Master Role TELCO_IC (New) ............................... 72CRM_PROVORDERINT_1: Business Agreement in Payment Data Views (New) ........................ 73CRM_PROVORDERINT_1: Business Agreement Details in Provider Order (New) ..................... 74CRM_PROVORDERINT_1: Payment Groups for Order Capturing (New) .................................... 75CRM_PROVORDERINT_1: Prepaid Handling in Sales and Ord. Mgmt. in IC (New) ................... 76CRM_PROVORDERINT_1: Reversal of One-Off Charges (Enhanced) ....................................... 78CRM_PROVORDERINT_1: Replication of Provider Contract Data to SAP Convergent Charging (New) .............................................................................................................................................. 79CRM_PROVORDERINT_1: Billing Cycle and Determination Rules (New) ................................... 80CRM_PROVORDERINT_1: Customizing for Dispute Management (Enhanced) .......................... 81CRM_PROVORDERINT_1: Replication of Dispute Data to ERP (Enhanced) .............................. 84

SAP CRM for Industries: Utilities ...............................................................................85Business Function Utilities Energy Retailer 2 .........................................................85

CRM_UT_ER_2: Business Function Utilities Energy Retailer 2 .................................................... 85CRM_UT_ER_2: Enhanced Product Proposal in the Interaction Center (New) ............................ 87CRM_UT_ER_2: Collective Bill Business Agreement ................................................................... 89CRM_UT_ER_2: Utilities Check Cockpit ....................................................................................... 90CRM_UT_ER_2: Enhanced Identification ...................................................................................... 91CRM_UT_ER_2: UI for Creation of Service Notifications and Orders ........................................... 92CRM_UT_ER_2: Process Framework Check Repository .............................................................. 93CRM_UT_ER_2 Utilities Data Import Tool (New) .......................................................................... 94

Business Function Utilities Quantity Determination ................................................95CRM_UT_QD_2: Utilities Quantity Determination ......................................................................... 95

Business Function Demand Side Management ......................................................96CRM_UT_DSM_1: Business Function Demand Side Management (New) ................................... 96

Business Function-Independent Features .................................................................99Master Data ............................................................................................................99

Price Calculation Details (New) ...................................................................................................... 99Basic Functions ....................................................................................................100

Performance of Item List Processing (Enhanced) ....................................................................... 100Product Configurator Processing (Enhanced) ............................................................................. 101Tax Calculation on Item Level (Enhanced) .................................................................................. 102Parallel Processing for Price Lists (New for SP02) ...................................................................... 103Asynchronous Update for ERP Sales Documents (New for SP03) ............................................. 104

Marketing ..............................................................................................................105Create Target Group from Account and Contact Search (New for SP03) ................................... 105

Sales .....................................................................................................................106Reason for Status for Sales Orders and Quotations (New) ......................................................... 106Billing Plan Assignment Block on the WebClient UI (Enhanced for SP02) .................................. 107ERP Documents for Activities and the WebClient UI (Enhanced for SP02) ................................ 108Billing Plans for ERP Sales Documents in SAP CRM (New for SP02) ........................................ 109

Interaction Center .................................................................................................110Usability Improvement of IC Agent Work Mode (Enhanced for SP02) ........................................ 110DTMF Pad (New for SP02) .......................................................................................................... 111Interaction Center Agent Dashboard (Enhanced for SP02) ......................................................... 112

Options for Displaying HTML Mail (Changed for SP02) .............................................................. 113

WebClient UI Framework

Business Function WebClient UI Framework Documentation UI_FRW_2_DOCU: Business Function WebClient UI Framework Documentation (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function WebClient UI Framework Documentation

For more information, see the following release notes:

(UI_FRW_2_DOCU) is available.

• UI_FRW_2_DOCU: Creation of Reference Design Objects (New)

• UI_FRW_2_DOCU: Application Enhancement Tool (Enhanced)

• UI_FRW_2_DOCU: Field Label Analysis (New)

The Enterprise Procurement Model (EPM), a reference application provided by SAP NetWeaver, is implemented in the WebClient UI. You can use it as an example to implement customer-defined applications. For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> Example: Enterprise Procurement Model

In addition, the following user interface (UI) functions are available:

.

• Custom filter for tables You can select an operator and enter a value in the input field(s). The operators that are shown depend on the data type of the column.

• Tab order You can globally disable value help from the tab order. When you tab through elements on the UI, you can skip value helps. You can enable this by choosing Personalization -> Personalize Settings -> Tab Order Definition Mode and selecting the Globally disable value help from tab sequence

• Tab order in tables

checkbox. This helps to reduce the amount of tabbing required to reach a certain field.

In the table personalization, you can define the tab order for the columns of a table. Once the sequence is completed, the focus jumps to the next row to repeat the same sequence on that row. You can choose to skip columns.

• Keyboard navigation in tables By pressing ALT + DOWN ARROW, you can focus the first editable cell in the next row of a table.

The functions belonging to the business function

Note

WebClient UI Framework Documentation

See also

(UI_FRW_2_DOCU) are immediately available when you install SAP enhancement package 2 for SAP CRM 7.0, without activating the business function. However, you have to activate the business function in order to access the documentation for these functions in your SAP Library installation.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management ->

WebClient UI Framework Documentation

UI_FRW_2_DOCU: Creation of Reference Design Objects (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function WebClient UI Framework Documentation

You can also create generic UI object types to define reference design objects. By using reference design objects, you can provide design information in a single place and reuse it in several design objects. Less redundant data is stored and you can make changes more easily.

(UI_FRW_2_DOCU), you can create your own reference design objects. To do this, you can copy SAP reference design objects and adapt them according to your business needs or you can create reference design objects from scratch. Design objects that are based on this reference design object inherit the design from the reference design object. You can override these settings in the design objects.

Effects on Customizing

You make the Customizing settings for this function in Customizing for UI Framework under Design Layer -> Reference Design Objects

See also

.

Release note UI_FRW_2_DOCU: Business Function WebClient UI Framework Documentation

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework -> Design Layer ->

Design Layer Customizing

UI_FRW_2_DOCU: Application Enhancement Tool (Enhanced) Use


• Calculated fields: You can create calculated fields in table enhancements.

(UI_FRW_2_DOCU), you can use the following new functions of the Application Enhancement Tool:

• The new field type Long Text with sub-type Text Area

See also

is available for table enhancements and for rapid applications. This field type allows you to enter text of up to 1333 characters. The new sub-type renders the field as a text area instead of an input field. This happens if the field is shown in a form view and not in a table. Therefore, you can use it in table enhancements with 1:1 cardinality or for rapid applications if there is a form view for the table.


SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework ->

Application Enhancement Tool

UI_FRW_2_DOCU: Field Label Analysis (New) Use


See also

(UI_FRW_2_DOCU), you can use the field label analysis to determine the layers in which the field labels exist and the field label text that is available in each layer. You can get an overview of all fields of the selected UI components and the origin of different labels. In addition, you can delete field labels in specific layers, and you can navigate to the design layer Customizing.


SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> Application Help -> SAP Customer Relationship Management -> WebClient UI Framework ->

Field Label Analysis

Basic Functions and Performance

Business Function Performance and Business Transaction Item Processing CRM_PERFORMANCE_2: Business Function Performance and Business Transaction Item Processing (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Performance and Business Transaction Item Processing

This business function includes the following features:

(CRM_PERFORMANCE_2) is available. This business function enhances performance when working at the item level in certain business transactions and when searching for business partners.

• Fast row selection You can select rows in the item list quickly, without triggering a roundtrip to the backend system, when using the following business transactions:

- Sales order

- Service order

- Sales quotation

- Service order quotation

- Package quotation Note: Fast row selection is not supported when displaying All Items (Hierarchy) or All Items in the Items

- Sales contract

assignment block of package quotations.

- Service contract

- Service contract quotation

- Service confirmation

- Opportunity

• Fast row creation You can quickly create new rows at the end of an item list using an Insert button or, if you are entering data in the last cell of the last row of a table, using the Tab

Fast row creation is available in the following business transactions:

key. This feature makes use of an accelerated roundtrip to the backend system that improves performance.

- Sales order

- Service order

- Sales quotation


- Package quotation

- Service contract



- Opportunity

• Performance-enhanced business partner search A new type of business partner search is available that improves performance when searching for business partners using a combination of search criteria in the name and address fields. If you have made extensions to your business partner data model by adding your own custom fields, you can also add the extended fields to the new table.

• Asynchronous value fetch for products When you enter products in an item list, asynchronous value fetch improves performance by triggering an asynchronous call to display a preview without using a roundtrip to the backend system. When you move from the Product ID field to the Quantity

Additionally, an available-to-promise (ATP) check preview is available when using sales items in sales orders and sales quotations and sales items and service part items in service orders and service order quotations. When creating large orders, you can quickly see whether or not the entered quantity is likely to be available. Once a quantity has been entered, the availability information is called from the SAP ERP system to check whether the desired quantity is available. A status icon displays the status of the ATP check. This status is only a preview; the final status of the ATP check is displayed once the business transaction is saved and a roundtrip is performed.

field after entering a product ID, an asynchronous call retrieves and displays the product description and the unit of measure as a preview. In the meantime, you can still enter the desired product quantity. This results in faster processing time and also allows you to quickly see a preview of the product description and unit of measure so that you can verify the product you have entered.

Asynchronous value fetch is available for the following business transactions:

- Sales order

- ERP sales order

- Service order

- Sales quotation


- Package quotation

- Sales contract

- Service contract


- Opportunity


• Fast group condition processing This feature enables business users to process faster large business transactions. In fast group condition processing, the pricing engine identifies which items require recalculation during value-dependent group processing. This is in contrast to the current classic mode, in which the pricing engine recalculates all items during value-dependent group processing. Removing these unnecessary recalculations results in improved system performance. For more information, see the release note Fast Group Condition Processing

• Status indicator for ERP order pricing details (item level)

.

This feature enables users to see at a glance the status of condition types - red, yellow, or green. The tool tip for the status yellow or red details the reason for the status, such as Inactive Due to Manual Entry or, Condition Exclusion Header or Inactive at Header Level

.

Effects on Existing Data

Changes to existing data have been made for the performance-enhanced business partner search. A new database table has been created that combines commonly-used search criteria from two existing tables. The new database table includes, for example, the following fields that can be used as search criteria:

• Last name

• First name

• City

• Birth date

• Business partner category

• Postal code

• Street

• Country

• Region

• Free text search term

You can now use the BPADRSEARCH_FILL report to activate the search criteria and fill the new database table with the relevant data for all business partners. If necessary, you can also use the BPADRSEARCH_DEL report to delete the index that has been created by the BPADRSEARCH_FILL


report. If you have made extensions to your business partner data model by adding your own custom fields, you can also add the extended fields to the new table.

You can now make settings for the ATP check that is performed during asynchronous value fetch in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Business Add-Ins -> BAdI: ATP Check for Asynchronous Value Fetch

.

CRM_PERFORMANCE_2: Fast Group Condition Processing (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Performance and Business Transaction Item Processing

This is contrast to the current, classic mode in which the pricing engine recalculates all contributing items during value-dependent group condition processing without determining whether or not recalculation is required. In fast group condition processing, the pricing engine differentiates between contributing items that require recalculation during value-dependent group condition processing and those that do not. Consequently fast group condition processing still guarantees consistent calculation, whilst avoiding unnecessary recalculations and improving system performance.

(CRM_PERFORMANCE_2), this feature enables business users to process faster large business transactions. In fast group condition processing, the pricing engine identifies which items require recalculation during value-dependent group condition processing and recalculates only those items.

You can enable fast group condition processing for pricing procedures that include value-dependent group conditions or use your own BAdI implementation to restrict fast group condition processing to pricing procedures with certain attributes such as a specific transaction type.

To use this feature, you might need to modify the BAdI that enables evaluation of new Customizing activity (see "Effects on Customizing")

For more detailed information on implementation considerations, see SAP Note 1487240.


You make the Customizing settings for this function in Customizing for

Enabling Evaluation of New Customizing Activity (Required)

Customer Relationship Management -> Basic Functions -> Pricing -> Pricing in the Business Transaction -> Performance-Optimized Condition Processing and Pricing -> Enable Fast Group Condition Processing.

The standard BAdI implementation BAdI PRC_PRICING_INIT_CRM enables the evaluation of the new Customizing activity. If you do not use this standard BAdI implementation, proceed as follows:

Copy the code to your own BAdI, using the following:

BAdI Name: PRC_PRICING_INIT

Implementation Name: PRC_PRICING_INIT_CRM

Implementation Class: CL_IM_PRC_PRICING_INIT_CRM, method GET_PRICING_PARAMETERS (Determines Controlling Partner for Pricing Call)

Restricting Fast Group Condition Processing (Optional)

To restrict the use of fast group condition processing to pricing procedures of a specific business object type, or transaction type, create your own BAdI implementation from BAdI PRC_PRICING_INIT.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm ->

SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Basic Functions -> Pricing -> Fast Group Condition Processing

Business Function: Filter for Workflow Inbox CRM_WFI_FILTER_1: Business Function Filter for Workflow Inbox

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Filter for Workflow Inbox


(CRM_WFI_FILTER_1) is available.

• In the worklist:

- In the workflow inbox, search criteria are available for the workflow tasks. Note: If you search using the search criterion Due Date

- Using the new field

, the search result list is automatically sorted by due date, and this can no longer be changed.

Maximum Number of Results

Note: In the background, the system loads all data records from the database, but only displays a subset of these in the WebClient UI.

, you can limit the number of results displayed.

- Using the new field Save Search As

• On the page

, you can save your search.

Home, in the screen area Workflow Tasks, there is a new link called More than 5 workflow tasks found, using which you go to the Workflow Tasks assignment block of the Worklist

See also

.


Filter for Workflow Inbox.

Business Function Reduction of Implementation Time CRM_TCI_1: Business Function Reduction of Implementation Time (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Reduction of Implementation Time


(CRM_TCI_1) is available. This business function contains various features that allow you to reduce the total cost of implementation and go live more quickly. It also contains a usability improvement for business partner editing.

• Additional copy function for transaction types In addition to copying the standard Customizing settings, you can now copy related table entries from one transaction type to another. This allows for a more complete copy of the transaction type settings. In Customizing, you can select a source transaction type and a target transaction type, and then select the tables that will be used for the copy. The source and target transaction types must both be active and must be assigned the same business transaction category.

• Consistency check for mandatory business partner and customer fields, in preparation for data exchange between SAP CRM and SAP ERP You can avoid errors in data replication by running a check to detect discrepancies in the mandatory setting for business partner fields in SAP CRM and customer fields in SAP ERP. For more information, see the release note CRM_TCI_1: Consistency Check for Mandatory Fields in Business Partner/Customer Data (New)

• Visual indication of role-dependent mandatory fields on the WebClient UI for accounts, contacts, and employees.

.

Mandatory fields that are defined per business partner role are marked as mandatory fields on the user interface. For more information, see the release note CRM_TCI_1: Visual Indication of Mandatory Fields on Business Partner UIs (New)


.

You can now define the tables considered when copying related table entries for transaction types in Customizing for Customer Relationship Management under Transactions -> Basic Settings -> Copying Transaction Types -> Define Tables for Transaction Type Copy

You can now copy related table entries for transaction types in Customizing for

.

Customer Relationship Management under Transactions -> Basic Settings -> Copying Transaction Types -> Copy Related Table Entries for Transaction Types

.

CRM_TCI_1: Consistency Check for Mandatory Fields in Business Partner/Customer Data (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Reduction of Implementation Time

• In the case of a download from SAP ERP to SAP CRM, fields marked as mandatory in SAP CRM but not in SAP ERP do not trigger an error in data distribution, but can lead to problems when business users work with account data for which mandatory fields are empty.

(CRM_TCI_1), you can check for discrepancies in the mandatory setting for business partner fields in SAP CRM and customer fields in SAP ERP. You perform the check in preparation for data distribution between the applications, to ensure that the mandatory fields in both systems are identical. Discrepancies in the mandatory fields can cause the following problems:

• In the case of an upload from SAP CRM to SAP ERP, fields marked as mandatory in SAP ERP but not in SAP CRM lead to errors in the data distribution.

You can find the check report in Customizing for Customer Relationship Management, under CRM Middleware and Related Components -> Compare Mandatory Fields for Business Partner/Customer Master

For the combination of account group, classification, and business partner role, the report shows the following:

.

• For upload from SAP CRM to SAP ERP: non-mandatory field groups in SAP CRM that are mapped to mandatory modification groups in SAP ERP

• For download from SAP ERP to SAP CRM: non-mandatory modification groups in SAP ERP that are mapped to mandatory field groups in SAP CRM

Note: The report checks the mandatory field settings made per business partner role

In SAP CRM, you can change the definition of mandatory fields in Customizing for

only (and not settings made per client, activity, or business partner type).

Cross-Application Components, under SAP Business Partner -> Business Partner -> Basic Settings -> Field Groupings -> Configure Field Attributes per BP Role

In SAP ERP, you can change the definition of mandatory fields in Customizing under

.

Financial Accounting (New) -> Accounts Receivable and Accounts Payable -> Customer Accounts -> Master Data -> Preparations for Creating Customer Master Data -> Define Account Groups with Screen Layout (Customers)

See also

. The corresponding transaction is OVT0.

For more information about the report, see the documentation for the Customizing activity Compare Mandatory Fields for Business Partner/Customer Master

.

CRM_TCI_1: Visual Indication of Mandatory Fields on Business Partner UIs (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Reduction of Implementation Time

• Accounts

(CRM_TCI_1), mandatory fields are visually accented in the following WebClient UI applications:

• Contacts

• Employees

In form-like blocks within the UI, mandatory fields are marked with an asterisk (*) and highlighted in light red. If a user does not make an entry in the mandatory field, the field is highlighted in dark red when the user saves or presses Enter

In table-like blocks within the UI, only one entry is mandatory within a row. There is no visual indication that an entry is required within the row, however, a message appears if a business user leaves the field empty and saves.

.

Only mandatory fields defined for a business partner role are marked, that is mandatory fields defined in Customizing for Cross-Application Components, under SAP Business Partner -> Business Partner -> Basic Settings -> Field Groupings -> Configure Field Attributes per BP Role. Mandatory fields defined per client, activity, or business partner type are not marked.

• If a field is defined as non-mandatory in the field grouping definition for a business partner role and is defined as mandatory in the UI configuration, the field is mandatory on the UI. However, fields defined as mandatory the field grouping definition for a business partner role and non-mandatory in the UI configuration are still mandatory on the UI.

Note:

• When a business user saves entered data, the system only checks whether entries are made in all visible mandatory fields. Mandatory fields that do not appear on the UI are not checked.

Business Function Enlarged Text Area and Filters in Text Log CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02)

Use

The business function Enlarged Text Area and Filters in Text Log (CRM_TM_1) is available as of the following releases:

• SAP enhancement package 2 (SP02) for SAP CRM 7.0


• SAP CRM 7.0 SP11


• New assignment block You can display the new assignment block

Text Text

- Incident / Service Request

on the overview pages of the following business objects:

- Problem

- Request for Change

- Service Order

- Opportunity

- Account

- Campaign

- Knowledge Article Recommendation: For knowledge articles, hide the Language field in the Text assignment block as it already exists in the Details

Previously, you could enter texts in the

assignment block. This is the only place where you can select a different language.

Details assignment block, under Notes

- You can select by

, for example. However, this text field is very small and does not provide enough features to manage texts. The new assignment block provides you with the following features:

Text Type

- You can change the display size of the text field.

.

- You can format the text.

- You can insert a standard text, a text as a reference, or variables. Recommendation: If you display the new assignment block, we recommend that you use the configuration to hide the area where you can enter text in the Details

• New assignment block

assignment block on the overview page.

You can display the new assignment block Text Log

Text Log

However, the assignment block is only displayed once you have specified in Customizing that changed data can also be logged in the

on the overview pages of the business objects listed above.

Text LogThe new assignment block provides you with the following features:

when you enter texts.

- You can select by Text Type


.

Effects on System Administration

Display the new assignment blocks and hide the area where you can enter texts in the Details assignment block on the overview page. For more information, see the how-to guide in SAP Note 1650347, section 4 Change Configuration


.

You make the settings for this business function in Customizing for SAP Customer Relationship Management under Basic Functions -> Text Management

•

in the following activities:

Use this Customizing activity to switch on the text formatting option for specific text types you create in the

Define Text Format

Text assignment block of business objects. You can switch between plain text- and HTML editors. Note: This Customizing activity is only available if the business function Infrastructure

• Define Text Determination Procedure

(CRM_INF_1) has been activated.

To display the Text Log

a) Select a text object, for example CRM_ORDERH

assignment block, see the following example:

b) Select a procedure, for example IT000001

c) Choose the dialog sub structure

d) Choose

Definition of Procedure

R - Display Log in the field Changes for example for the text type S005 - Log

Note: If you are using a text determination procedure in which the value R - Display Log is not available for any text type, the Text Log assignment block is not displayed. By selecting the value R - Display Log

See also

for a text type, you define this text type as a log.

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Enlarged Text Area and Filters in Text Log

• SAP Note: 1628926

.

• If you want to display the new assignment block for other business objects, see SAP Note 1650347.

Business Function Integration of SAP StreamWork with SAP CRM CRM_SWI_1: Integration of SAP StreamWork with SAP CRM (New for SP03)

Use

The business function Integration of SAP StreamWork with SAP CRM


(CRM_SWI_1) is available as of the following releases:


The business function Enable SAP StreamWork ABAP Integration

You can use this business function (CRM_SWI_1) from the following SAP CRM business objects (BO) to create activities and view feeds in SAP StreamWork:

(BC_SRV_STW_01) is a prerequisite for using this business function.

• Opportunities

• Sales quotation

• Accounts (corporate account and individual account)

To do so, the new assignment blocks SAP StreamWork Activities and SAP StreamWork Feeds are available to you in these BOs. The new assignment block SAP StreamWork Feeds


is also available on the homepage.

• When creating SAP StreamWork activities from SAP CRM, you can invite participants, define the privacy of the activity, upload attachments that are assigned to the respective BO and you can use templates to create items for the activity.

• Once you have created an activity, you can create the following additional items for the activity in SAP CRM:

- Text items

- Files that are assigned to the respective BO as an attachment

- Files that you can upload from the file system

• You can navigate to SAP StreamWork from the activity you have created in SAP CRM.

• You can subsequently assign existing SAP StreamWork activities that you have created or in which you are a participant to a BO.

• The system displays feeds from SAP StreamWork as follows:

- In a BO, in the assignment block You can view feeds for activities that are assigned to this BO and in which you are a participant here.

SAP StreamWork Feeds

- On the homepage, in the assignment block The assignment block summarizes the details about activities that you own or participate in and shows you feeds for persons that you follow. The assignment block shows all actions that have been performed in the activities to which you have access, enables you to monitor the progress of each activity, without having to open each one individually to check for updates.

SAP StreamWork Feeds

Note: The functions described above are available to you regardless of the business role

that you use to log on to the system. The following roles are supported: Sales Professional, Service Professional, Marketing Professional and IT Service Professional.


You make the Customizing settings for this function in Customizing for Customer Relationship Management under CRM Cross-Application Components -> SAP StreamWork Integration and in Customizing for SAPNetWeaver under Application-Specific Server Settings

See also

.

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm703 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Integration of SAP StreamWork with SAP CRM

• SAP Note 1670669 (StreamWork: Security Aspects of the ABAP Integration Library)

.

Master Data

Business Function Knowledge Article CRM_KA_CI_1: Business Function Knowledge Article

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Knowledge Article

• Define how the system determines the proposals it provides for a transaction, to identify related knowledge articles.

(CRM_KA_CI_1) is available. With this business function, you can do the following:

• Directly create new knowledge articles from a business transaction, via assignment block


Related Knowledge Articles.

• In the respective overview pages for the transaction types Incident/Service Request, Problem, and Request for Change, the entry Find Knowledge Articles in the selection list for button More

• To make it easier to find the knowledge articles you are looking for, you can use Customizing to change the function of the pushbutton

has been hidden.

Suggest Knowledge Articles, which is in assignment block Related Knowledge ArticlesThe number of displayed knowledge articles can be restricted, using the categorization of the subject or the status of the knowledge article.

, as follows:

• In the dialog box Search Related Knowledge Articles, the column Text

• You can directly create new knowledge articles in assignment block

has been added. Here you see the first 40 characters of the text for the knowledge article. The text type that you see depends on Customizing, and can be, for example, a problem description or a solution description.

Related Knowledge Articles, by using the pushbuttons New or New from Template

- CRMC - Complaint

. This function is available for the following transaction types:

- SRVO - Service order

- SRVR - Service request

- ITCH - Request for change (IT service management)

- ITIN - Incident (IT service management)

- ITPR - Problem (IT service management)


You make the Customizing settings for this function in Customizing under Define System Proposals for Related Knowledge Articles

See also

.


Knowledge Article.

Business Function Enlarged Text Area and Filters in Text Log CRM_TM_1: Business Function Enlarged Text Area and Filters in Text Log (New for SP02)

Use

The business function Enlarged Text Area and Filters in Text Log (CRM_TM_1) is available as of the following releases:





• New assignment block You can display the new assignment block

Text Text

- Incident / Service Request

on the overview pages of the following business objects:

- Problem

- Request for Change

- Service Order

- Opportunity

- Account

- Campaign

- Knowledge Article Recommendation: For knowledge articles, hide the Language field in the Text assignment block as it already exists in the Details

Previously, you could enter texts in the

assignment block. This is the only place where you can select a different language.

Details assignment block, under Notes

- You can select by

, for example. However, this text field is very small and does not provide enough features to manage texts. The new assignment block provides you with the following features:

Text Type


.

- You can format the text.

- You can insert a standard text, a text as a reference, or variables. Recommendation: If you display the new assignment block, we recommend that you use the configuration to hide the area where you can enter text in the Details

• New assignment block

assignment block on the overview page.

You can display the new assignment block Text Log

Text Log

However, the assignment block is only displayed once you have specified in Customizing that changed data can also be logged in the

on the overview pages of the business objects listed above.

Text LogThe new assignment block provides you with the following features:

when you enter texts.

- You can select by Text Type


.


Display the new assignment blocks and hide the area where you can enter texts in the Details assignment block on the overview page. For more information, see the how-to guide in SAP Note 1650347, section 4 Change Configuration


.

You make the settings for this business function in Customizing for SAP Customer Relationship Management under Basic Functions -> Text Management

•


Use this Customizing activity to switch on the text formatting option for specific text types you create in the

Define Text Format

Text assignment block of business objects. You can switch between plain text- and HTML editors. Note: This Customizing activity is only available if the business function Infrastructure

• Define Text Determination Procedure

(CRM_INF_1) has been activated.

To display the Text Log

e) Select a text object, for example CRM_ORDERH

assignment block, see the following example:

f) Select a procedure, for example IT000001

g) Choose the dialog sub structure

h) Choose

Definition of Procedure

R - Display Log in the field Changes for example for the text type S005 - Log

Note: If you are using a text determination procedure in which the value R - Display Log is not available for any text type, the Text Log assignment block is not displayed. By selecting the value R - Display Log

See also

for a text type, you define this text type as a log.

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Basic Functions and Performance -> Enlarged Text Area and Filters in Text Log

• SAP Note: 1628926

.

• If you want to display the new assignment block for other business objects, see SAP Note 1650347.

Business Function Marketing Permissions CRM_MKT_PERMISSION: Usability Enhancement for Marketing Permissions (New for SP03)

Use

The button Create Permission for All allows you to quickly enter the consent status for all communication channels in one step in the Marketing Permissions assignment block. This function is available as of the following releases, with the prerequisite that you are using marketing permissions (provided with the business function Marketing Permissions


(CRM_MKT_PERMISSION)):


The button is available for accounts (corporate, individual, and groups) and contacts.

See also

For more information on marketing permissions, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm-core -> <Choose a release> -> Application Help -> Master Data -> Business Partners -> Functions -> Marketing Permissions

.

Marketing CRM_MKT_CPG_WIZARD: Business Function Campaign Wizard (New for SP03)

Use

The business function Campaign Wizard


(CRM_MKT_CPG_WIZARD) is available as of the following releases:


The business function provides a guided activity

• Creation of target groups for accounts or contacts

for creating and executing simple campaigns, with the following features:

• Lean campaign view for quick set-up of relevant campaign information

• E-mail campaign personalization and preview

• Finalize and execute a campaign with a single click

The Campaign Wizard screen with the step-by-step procedure is available with the following standard business roles

•

:

Marketing Professional (navigation to the Campaign Wizard screen in the standard system: Marketing -> Create

•

)

Sales Professional (navigation to the Campaign Wizard screen in the standard system: Sales Operations -> Create

)

Sales

Business Function OEM-Managed Inventory with CRM Sales Orders CRM_SPM_2: Business Function OEM-Managed Inventory with CRM Sales Orders (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function OEM-Managed Inventory with CRM Sales Orders (CRM_SPM_2) is available. With this business function, you can create sales orders in SAP CRM as part of the OEM-managed inventory process within the service parts management

With this business function, you can enable your Service Parts Management landscape (SAP SCM, SAP CRM and SAP ERP) to create CRM sales orders triggered by Service Parts Planning. This means that OEM-managed inventory within Service Parts Planning treats the dealers/customers as a location within the internal distribution network (from a planning perspective). All the planning functionality of Service Parts Planning, such as forecasting, stocking, and destocking can be used for the parts in the dealers’ location. Depending on configuration, the dealer/customer can either only display the recommended replenishment (automatically approved) orders or manually approve/reject the replenishment orders. All approved replenishment orders are communicated to SAP CRM for sales order creation.

solution.

For more information, see the release note Integration of OEM-Managed Inventory in CRM Sales Orders


.

You make the Customizing settings for this function in Customizing for Customer Relationship Management, in the activities under Transactions -> Settings for Sales Transactions -> Integration of OEM-Managed Inventory

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> OEM-Managed Inventory with CRM Sales Orders

.

CRM_SPM_2: Integration of Original Equipment Manufacturer (OEM)-Managed Inventory in Sales Orders

Use

As of enhancement package 2 for SAP CRM 7.0, business function OEM-Managed Inventory with CRM Sales Orders (CRM_SPM_2), you can create sales orders in SAP CRM as part of the OEM-managed inventory process within the Service Parts Management

The OEM-managed inventory process allows OEM to plan stocks for dealers or customers.

solution.

Once the replenishment order is approved in SAP SCM, the system creates a sales order in either SAP ECC or SAP CRM (but not both).

The CRM system creates the sales order using the transaction type specified in the Customizing activity Maintain Transaction Type for Sales Orders. Upon successful sales order creation, the sales order number is sent back to SAP SCM to update the stock transport order

SAP SCM is the planning system which contains data such as dealer, location, and product. Planning is done for example once a day, in the mornings. This data is transferred to SAP CRM sales order. The dealer needs to accept the proposal for stock replenishment. The confirmed data is transferred to SAP CRM to create the required sales order.

(STO).

Note that the standard sales order functionality allows the exchange of sales order information to dealers via IDOC/XML. Similarly, customer reference numbers can be uploaded by dealers to the sales order via IDOC/XML.


This enhancement does not affect existing data in any way.


You make the Customizing settings for this function in Customizing for SAP CRM in Transactions -> Settings for Sales Transactions -> Integration of OEM-Managed Inventory -> Maintain Transaction Type for Sales Orders

See also

.

For more information, see SAP Library for SAP SCM on SAP Help Portal at http://help.sap.com/scm -> <Choose a release> -> Application Help -> SAP APO -> Service Parts Planning -> OEM-Managed Inventory

.

Business Function Deal Management CRM_PMM_1: Deal Management (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Deal Management (CRM_PMM_1), the following enhanced operations are available in the service interfaces Price Agreement Processing Out and Price Agreement Action Out

•

. There is a new version of each of the following operations:

•

Simulate Price Infomation_V1

•

Request Price Agreement Creation_V1

•

Request Price Agreement Change_V1


Request Price Agreement Approval Submission_V1

The following operations have been enhanced to include all of the approvers that are defined in SAP Price and Margin Management for a price agreement. The approvers involved in the approval process can be displayed in the WebClient UI. Note, however, that they are not displayed by default in the standard SAP system. If you want to display the approvers on the WebClient UI, you need to enhance the UI with a customer modification.

•

•

Simulate Price Infomation_V1

Find Price Agreement

Service

Business Function Advanced Returns Management CRM_COMPL_ARM_1: Business Function Advanced Returns Management

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Advanced Returns Management

This business function is integrated with the SAP ERP business function

(CRM_COMPL_ARM_1) is available.

Advanced Returns Management 2

The integration of the CRM business function with the ERP business function enables you to use the entire logistical returns process in other components, for further management of CRM return requests. That is, other components support the complete reverse logistics process from the customer back to a warehouse and to a supplier, and vice versa.

(OPS_ADVRETURNS_2). The business function is available as of SAP enhancement package 6 for SAP ERP 6.0 (SAP_APPL 606). Using both business functions, you can model the returns management of materials more efficiently, and obtain an optimized process flow between the application components SAP Enterprise Resource Planning (SAP ERP), SAP Customer Relationship Management (SAP CRM), and the Extended Warehouse Management (EWM) of system SAP Supply Chain Management (SAP SCM).


• You can create a complaint that is relevant for SAP ERP Advanced Returns Management

- With reference to an ERP sales order or an ERP billing document

as follows:

- From an ERP sales order, as a follow-up transaction

• From a return request item that is relevant for advanced returns, a returns order is automatically created in the ERP system after you have changed the system status to Released

• After creating the ERP returns order, you see the following corresponding ERP follow-up transactions in the

.

Transaction History

-

of the complaint:

Return (description in the ERP system: Returns Order

-

)

Outbound Delivery

-

(this is the returns delivery for the ERP returns order)

Goods Movement (this is the Goods Receipt

-

for the ERP returns delivery)

-

Credit Memo Request

Customer Individual Billing Document (description in the ERP system: Credit Memo

-

)

Inspection Outcome (description in the ERP system: Inspection

• The following new assignment blocks are available for a complaint item or a return request item that is relevant for SAP ERP Advanced Returns Management according to the new Customizing:

)

- Advanced Returns ManagementUsing personalization, you can also show the fields of this assignment block in the item list at header level of a complaint, for the purpose of fast entry.

- available for both item object types

- ERP Returns Overview After creating the ERP returns order, you see

- available for the return request item object type all

existing transactions for the ERP returns order in this assignment block.

Effects on Data Transfer

Download codes from SAP ERP to SAP CRM. For more information, see Customizing activity Replication of Codes from SAP ERP to SAP CRM


.

Using ERP transaction Application modules per Event

•

(BF31), check whether the following entry exists in the ERP system, or create it:

Event

•

: 00501014

Appl.

•

(Application): BC-MID

Function Module

This ensures that, for example, changes to ERP SD transactions such as status changes and the transaction history are transferred to SAP CRM.

: CRS_SALES_COLLECT_DATA


You make the Customizing settings for this function in Customizing for Customer Relationship Management under Transactions -> Settings for Complaints -> Integration -> Logistics Integration -> Advanced Returns Management

See also

.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Advanced Returns Management

.

Business Function Service Management 1 CRM_SRV_1: Business Function Service Management 1 (New for SP02)

Use

The business function Service Management 1 (CRM_SRV_1) is available as of the following releases:




• SAP CRM 2007 SP11

With this business function, you can use the new search parameter My Company, which is available for the search criterion Belonging To

Note: The search criterion

.

Party Involved has been renamed to Belonging To

See also

. For more information, see SAP Note 1622166.

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm702 -> Application Help -> Business Functions for SAP Customer Relationship Management -> Service -> Service Management 1

.

Multichannel Integration

Business Function Retail Master Data Integration CRM_ISR_INTEG: Business Function Retail Master Data Integration (New for SP03)

Use

As of the following releases, the business function Retail Master Data Integration

• Enhancement Package 1 (SP08) for SAP CRM 7.0

(CRM_ISR_INTEG) is available:

• Enhancement Package 2 (SP03) for SAP CRM 7.0

You can use this business function to broaden your sales offering to multiple channels by making classification data for generic articles and variants available in SAP CRM. Retailers who deal with generic articles, especially in the fashion industry, need to work with their articles by characteristic (for example, color and size) in SAP CRM. You can now replicate generic article master data and characteristic master data, including the related variants and the variant-creating classification data (used characteristics and characteristic values), as follows:

• From SAP Retail (SAP ERP) to SAP CRM

• From SAP CRM to the SAP NetWeaver MDM Product Catalog

When you activate this business function, you enhance the following:

• SAP CRM functionality needed for the system to process characteristic master data and classification data coming from SAP Retail (SAP ERP) when you replicate generic articles and variants

• SAP CRM outbound adapter used to communicate with the SAP NetWeaver MDM Product Catalog to support the replication of characteristic master data and classification data provided for generic articles and variants

Prerequisites

You have activated the following business functions in SAP Retail (SAP ERP):

• Retail, Master Data Integration in CRM 01

•

(ISR_APPL_CRM_INTEG)

Retail, Master Data Integration in CRM 02


(ISR_RETAIL_CRM_INTEG)

The existing data (product master data and characteristic master data) is not affected directly by the activation of the business function. However, when you want to use the new functionality, you must repeat the initial download for the following business adapter objects:

• Business adapter object DNL_CUST_PROD1 Creates a new hierarchy within SAP CRM

• Business adapter object ATTRIBUTE Replicates the characteristic master data from SAP Retail (SAP ERP) to SAP CRM

• Business adapter object MATERIAL Replicates the article master data and the variant-creating classification data from SAP Retail (SAP ERP) to SAP CRM for generic articles and variants

The enhancement of the product master data by classification data is visible in SAP CRM (that is, the Web Client UI) when you work with products. A new assignment block for variant-creating characteristic values displays this classification data.


The SAP CRM business adapter object ATTRIBUTE is enhanced in SAP CRM to support the download and storage of characteristic master data related to the Retail-specific class type 026. The download of the characteristic master data is a prerequisite to use the enhanced download functionality for generic article master data.

The existing download of generic article master data and variants master data from SAP Retail (SAP ERP) to SAP CRM is enhanced to support the download and storage of the variant-creating classification data used by generic articles and variants. The classification data is stored in a new set type ISR_VARCR_CHAR (for variant-creating characteristic values).

In addition, a new hierarchy ISR_ARTCAT (for article categories) is created in the background when the initial download of business adapter object DNL_CUST_PROD1 is started. The creation of this hierarchy is necessary to transfer the supported SAP ERP hierarchies (R3MATCLASS for material groups, R3PRODHIER for product hierarchy, and R3PRODSTYP for product subtypes) to SAP CRM. This Retail-specific hierarchy represents the article categories used in SAP Retail (SAP ERP) to structure the articles into single articles, generic articles, variants, and so on. In addition, the new set type ISR_VARCR_CHAR is assigned to the new hierarchy for those nodes which represent generic articles and variants (to be able to store the classification data for this kind of article categories only). During the download of business adapter object MATERIAL, all articles (depending on their article category) are assigned to the corresponding node within the new hierarchy. Therefore, the creation of this new hierarchy ISR_ARTCAT is another prerequisite to use the new storage functionality for classification data on generic article and variants level.

When generic articles and variants already have been transferred to SAP CRM, a new initial load for the following business adapter objects is needed to replicate the missing classification data into the new set type:

• DNL_CUST_PROD1

• ATTRIBUTE

• MATERIAL

The new download of product master data (business adapter object PRODUCT_MAT) from SAP CRM to the SAP NetWeaver MDM Product Catalog is enhanced to support the data replication of generic article and variant-specific product master data, including the classification data (used characteristics and characteristic values). In addition, the download of characteristic master data from SAP CRM to the SAP NetWeaver MDM Product Catalog is provided using the new business adapter object ATTRIBUTE_MDM.


The business adapter object ATTRIBUTE needs to be configured in SAP CRM middleware to allow initial and delta download for characteristic master data. As the business adapter object ATTRIBUTE depends on the parent business adapter object CLASS, this object also needs to be prepared for middleware downloads.

When data replication from SAP CRM to the SAP NetWeaver MDM Product Catalog is required, you must do the necessary setup to connect the SAP NetWeaver MDM Product Catalog as a new site to SAP CRM using SAP CRM middleware functionality (transaction SMOEAC).


• You enable delta replication between SAP CRM and the SAP NetWeaver MDM Product Catalog in Customizing for SAP CRM under Customer Relationship Management -> SAP Web Channel Experience Management -> Basic Settings -> Catalog -> Enable Delta Synchronization to SAP NetWeaver MDM

• You define the MDM port assignments for the different business adapter objects used for data transfer from SAP CRM to the SAP NetWeaver MDM Product Catalog and to optionally define filter criteria for the single subscriptions in Customizing for SAP CRM under

.

Customer Relationship Management -> SAP Web Channel Experience Management -> Basic Settings -> Catalog -> Define SAP NetWeaver MDM Port Code

and Filter Criteria

See also

.

• SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc. Choose a release. In SAP Library, choose Business Functions (Release) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Trade -> Retail, Master Data Integration in CRM 01

• SAP Library for SAP ERP on SAP Help Portal at http://help.sap.com/ecc

.

. Choose a release. In SAP Library, choose Business Functions (Release) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Trade -> Retail, Master Data Integration in CRM 02

• SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core

.

. Choose a release. In SAP Library, choose Business Functions for SAP Customer Relationship Management -> Master Data -> Retail Master Data Integration

.

Interaction Center

Business Function HCM, Shared Services Interaction Center CRM CRM_SSC_EIC_1: HCM, Shared Services Interaction Center CRM

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function HCM, Shared Services Interaction Center CRM is available. With this business function, the Multi-functional Shared Services Framework is now further integrated with the ERP systems in relation to the Employee Self-Service (ESS) on behalf scenarios. The EIC agents can now use object types ESS On Behalf: Benefits and ESS On Behalf: Payments

This can be done by launching the respective ESS area page from the

, along with those previously delivered.

business context tab of the Service Request

The newly available ESS services, in the business context, are Benefits and Payments. These launch the ESS applications, as configured in the launchpad role ESS and instance ESS_ONBEHALF.

creation view. Once completed, the service can then be linked to the service request.

The Employee Interaction Center agent can initiate and process requests, on behalf of an employee, from within the Service Request in the Business Context view.

Execute Employee Self-Service on Webdynpro ABAP (ESS) applications on behalf of the employee

The following functions are available for this object type:

• The agent can start a new Benefits area page for an employee. To do this, the agent selects an application from the list in the ESS area page. The system opens the appropriate application with the employee data from the ERP system. The agent can view or edit the master data appropriately. After the data has been saved, the system creates the changes in the ERP system and links it to the CRM service request. This link is only possible only if the ESS application is activated for data tracking of self-services.

• The area pages launch the ESS applications, as configured in the launchpad role ESS and instance ESS_ONBEHALF.

Agents can process ESS applications in the CRM Shared Services Framework (SSF)

See also

on behalf of an employee only if the appropriate authorizations, required for each application, are assigned to the agent role.

For more information on the Shared Services Interaction Center see the SAP Library for SAP Customer Relationship Management in SAP Business Suite on SAP Help Portal at http://help.sap.com/ ->

SAP Customer Relationship Management -> Interaction Center WebClient -> Shared Services Framework -> Employee Interaction center.

Analytics

Business Function Performance Improvement of CRM Data Extraction CRM_ANA_NDS: Performance Improvement of CRM Data Extraction (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Performance Improvement of CRM Data Extraction

•

(CRM_ANA_NDS) is available. You can use this business function to accelerate the initial upload of high-volume business data to SAP NetWeaver Business Warehouse (NetWeaver BW). The accelerated initial upload is enabled for the following NetWeaver BW DataSources:

CRM Opportunity Item

•

(0CRM_OPPT_I)

Activities

This business function also enables the upload of business data to external systems, based on the following CRM interactive reporting DataSources:

(0CRM_SALES_ACT_1)

• OLTP Opportunity transactional data

•

(/CRMBW/OLTP_OPPORTUNITY_ITEM)

OLTP Activity transactional data


(/CRMBW/OLTP_ACTIVITY)

NetWeaver BW extraction for customer extensions

When you use an external interface (XIF) connection, the accelerated initial upload provides only the following transaction history information (for the above NetWeaver BW DataSources):

• Status

• Appointment

• Partner

Activation of Secondary Index

For an initial upload with accelerated retrieval of transaction history data, we recommend activating the following secondary indexes in the view Additional attributes: Object interlinkage VONA

•

(CRMD_BRELVONAE):

Search for predecessors

•

(PRE)

Search for successors


(SUC)

You make the Customizing settings for this function in Customizing for Customer Relationship Management under CRM Analytics -> Set Parameters for Accelerated CRM BW Data Extraction

.

Business Function Segmentation of BW Data with BW Accelerator CRM_MKT_SEG_BWA: Business Function Segmentation of BW Data with BW Accelerator (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Segmentation of BW Data with Business Warehouse Accelerator

B2C marketing scenarios usually handle large data volumes where newsletters and special campaigns, for example in loyalty programs, are addressed to millions of customers. High-performance selections on large data volumes are required, so that the targeted customers can be contacted via the selected communication channel such as e-mail or SMS.

(CRM_MKT_SEG_BWA) is available.

This business function takes advantage of the new SAP NetWeaver Business Warehouse Accelerator technology in order to provide improved performance when using large business partner and analytical data volumes from SAP NetWeaver BW for segmentation.


• You can use this business function to access, within high volume segmentation, all data that you have loaded to SAP NetWeaver Business Warehouse Accelerator (BWA). It is currently possible to load master data InfoProviders and InfoCubes to SAP NetWeaver BWA. If you want to use DataStore objects (DSOs), you must first update them into an InfoCube, and then load them to SAP NetWeaver BWA. Using query snapshot indexes (QSI), you can also load query results to SAP NetWeaver BWA; to do so, use transaction RSDRCRM_SEG_QSI in SAP NetWeaver BW.

Segmentation of BW Data Using SAP NetWeaver BWA

When you create a data source for a large data volume, you can use the new origin type BW InfoProvider

Even if millions of data records are used, high system performance is guaranteed, without the need to import CSV files or pre-aggregate data.

, so that you can access BW data when segmenting a large data volume. In the input help, you see all InfoProviders that are available in SAP NetWeaver BWA for segmentation.

• In addition to displaying the distribution of individual attributes, you can display the distribution of attribute combinations. There are three different layouts available to you for this. Each attribute combination is displayed in a box, which appears larger or smaller depending on the number of business partners to whom this attribute combination applies. This means that you can easily see, for example, how many business partners with sales over 1000 USD have bought products from the product category Electronics in the last 12 months, and whether more or fewer have bought products from product category Appliances.

Graphical Display for Distribution of Attribute Combinations

• You can use compound characteristics from SAP NetWeaver BW as selection criteria. This involves characteristics that are dependent on a reference characteristic, and the system treats them as logical units, for example Region and Country.

Compound Characteristics and Characteristics Hierarchies

The individual hierarchy levels from BW characteristics hierarchies are also available to you as a selection criterion.

• The execution flowchart pertains to an analysis tool: The flowchart visualizes the steps that the system goes through when it calculates the number of business partners in a segment. Step by step, you can follow what happens during the execution of individual filters and actions; you can precisely read not only the individual actions and operations, but also the calculation time required for each. The execution flowchart helps in error

Execution Flowchart

analysis or analysis of performance problems.

• Drag and Drop

This function is available for all types of segmentation, that is, for classic segmentation, high-volume segmentation (TREX), and BWA.

from the Distribution Graphic to the Segmentation Model (Classic, TREX, and BWA)

You can drag a sector or bar from the distribution graphic (pie chart or bar chart) for an attribute to the segmentation model, using drag and drop. The system then takes the selection criteria into the segmentation model.


You need to have installed SAP NetWeaver BW 7.30 SP02 with Business Warehouse Accelerator 7.20, revision 10.


Define Settings for SAP NetWeaver BW Integration

SAP CRM for Industries: Contract Accounts Receivable and Payable

Business Function FCC and Dispute Management for Contract AR/AP CRM_FCA_1: Business Function FCC and Dispute Management for Contract AR/AP

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function FCC and Dispute Management for Contract AR/AP

• Enhancements in Financial Customer Care (FCC) and Dispute Management

(CRM_FCA_1) is available. This business function provides the following functions:

- A new view to display bills that have been created in SAP Convergent Invoicing (SAP CI) allows you to display bills in the Interaction Center Web Client without additional integration effort.

- An option to update SAP Convergent Invoicing bills with information that a dispute has been created for that particular bill. Previously, no standard function for displaying Convergent Invoicing bills in the IC Web Client was available (except by connecting SAP Convergent Invoicing to SAP CRM via PI).

- You can now create disputes for invoices without retaining the invoice in the SAP CRM System (changes of invoices after retaining the invoice were not-notified).

- You can now use a standard function to send information about a dispute for a particular bill to the billing system.

• Enhancements in Collection Management in the Interaction Center When creating new installment plans, you can:

- Overrule the setting of the Calculate Interest

- Add installments

indicator

- Delete installments

- Change the amount of installments

- Change the net due date of installments

• When you change existing installment plans, you can:

- Add installments

- Delete installments

- Change the amount of installments

- Change the due date of installments

- Change the deferral date of installments

- Decide whether to recalculate the interest

When creating or replacing a promise to pay, you can create and print correspondence.

• An installment plan detail view gives you the option of entering an individual installment amount and a due date when you create the installment plan. Changes of calculated

installments (based on the installment plan category entered) were only possible once the installment plan was created.

• Collective Bill Business Agreements in the SAP Interaction Center A new search for business agreements (collective bill business agreements, individual business agreements) and a new business agreement detail view to display Information about collective bill business agreements or referencing business agreements provide the following options:

- You can create collective bill business agreements in the SAP IC Web Client.

- You can assign business agreements to a collective bill business agreement as reference business agreements in SAP IC Web Client.

- You can replicate collective bill business agreements from SAP CRM to collective bill accounts in SAP ERP.

All the functions listed here require Contract Accounts Receivable and Payable (FI-CA) based on SAP ERP 6.0 enhancement package 6 as the minimum back end requirement.

Note


• CRM_FCA_1: Installment Plans in Financial Customer Care

• CRM_FCA_1: Promises to Pay in Financial Customer Care

• CRM_FCA_1: Displaying Bill Detail Records (New)

• CRM_FCA_1: Displaying Billing Documents (New)

• CRM_FCA_1: Collective Bill Business Agreement (New)

•

• CRM_FCA_1: BUAG in Disputes and Adjustment Requests (Enhanced)

CRM_FCA_1: Fact Sheet (Enhanced)

• CRM_FCA_1: Replication of Dispute Data to ERP (Enhanced)

For further information about release dependency, see SAP Note 746475.


If you use SAP for Telecommunications, activate the following business functions:

• Financial Customer Care for Contract AR/AP

•

(CRM_FCA_1)

Telco: Contract Accounts Receivable and Payable 4

If you use Contract Accounts Receivable and Payable, activate the following business functions:

(TEL_CA_4)


•

(CRM_FCA_1)

Contract Accounting Extensions 4

If you use SAP for Public Sector, activate the following business functions:

(FICAX_CI_4)


•

(CRM_FCA_1)

PSCD Collections Management 3

If you use SAP for Insurance, activate the following business functions:

(PSCD_COLLECTIONS_MANAGEMENT_3)


•

(CRM_FCA_1)

SAP for Insurance: Collections/Disbursements 4

(INS_FSCD_CI_4)

CRM_FCA_1: Installment Plans in Financial Customer Care (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, the functions for creating and changing installment plans in Financial Customer Care (FCC) have been enhanced as follows:

Calculating Interest Up to now, you have defined in Customizing of the UI role whether the system calculates interest when an agent creates a new installment plan. That is, the setting of the Calculate Interest

Now, agents can overrule the setting of the

indicator had been predefined.

Calculate Interest indicator when they create new installment plans. If the indicator is set, the system automatically calculates interest when the agent saves the installment plan by choosing the pushbutton Save and Back

The

.

Calculate Interest indicator is part of the view FicaIpCreate.

Up to now, when agents created installment plans the system calculated the installments and their due dates based on the selected installment plan type. Agents could not make any changes to individual installments. Now after calculating the installments, agents have the following options before saving the installment plan:

Creating New Installment Plans

• Adding new installments

• Deleting individual installments

• Changing the amount and net due date of individual installments

If the indicator Calculate Interest is set, the system automatically recalculates the interest for the changed installments when the agent saves the installment plan.

Modifying Existing Installment Plans

• Change the amount, due date, and deferral date of individual installments by choosing the pushbutton

For existing installment plans, agents can now:

• Add new installments by choosing the pushbutton

Edit

• Delete individual installments by choosing the pushbutton

Add

Delete

When the agent saves the modified installment plan, the system does not recalculate interest automatically. The agent has the option of either:

• Saving the modified installment plan without recalculating interest by choosing the pushbutton

• Recalculating the interest when saving the modified installment plan by choosing the pushbutton

Save and Back

Save and Update Interest

CRM_FCA_1: Promises to Pay in Financial Customer Care (New) Use

Up to now, when creating or replacing a promise to pay, agents could only decide whether or not they want to create correspondence. If the agent set the indicator Creation of Correspondence

As of SAP enhancement package 2 for SAP CRM 7.0, agents can now not only decide whether they want to create correspondence, but also whether the system prints the correspondence immediately or at a later point in time.

, the system created the correspondence immediately using the printer assigned to their profile.

Using the dropdown list for the Creation of Correspondence

• No printing If the agent chooses this option, the system does not create any correspondence.

, agents have the following options:

• Printing delayed If the agent chooses this option, the system creates a correspondence container in the ERP system which is later processed by the correspondence run.

• Print immediately If the agent chooses this option, the system creates a correspondence container in the ERP system and immediately prints the correspondence.

CRM_FCA_1: Displaying Bill Detail Records (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Financial Customer Care for Contract AR/AP

As is also the case for the billing data, it is no longer necessary to retain billing BDRs in the SAP CRM System. The current status of the document is always available.

(CRM_FCA_1), the Interaction Center WebClient provides a new bill detail records presentment function that enables you to read and display billing detail records (BDR) directly from external billing systems. You can navigate directly to the billing detail records without having to first access the bill presentment documents.

The ability to read data directly from external billing systems helps agents to provide a reliable and up-to-date service, especially when follow-up processes such as creating a dispute or an adjustment request are required.

By default, the system displays the billing data (including BDRs) from the external SAP Convergent Invoicing System. Alternatively you can use any other external billing systems. Therefore you have to store an external system ID in Customizing and create a Business Add-In (BAdI) implementation to read the billing data.

If you assign an external billing system to a specific business role, the system accesses only data from the billing system you have specified. This means that if you search for reference documents such as for disputes, the system also only searches for objects in the system assigned to the business role.

In the user interface for the bill detail records presentment, you can display customer-specific fields in the bill detail record documents.


When you display billing documents or billing detail records, the system provides the latest version of the relevant document, since it reads this directly from the external system.

Whilst it was previously only possible to see whether a dispute or adjustment request exists at item level of the relevant billing document or BDR, the system now also provides this information at header level. For example, if a dispute exists for a billing item, you can see this in the system both at the header level of the billing document and at the level of the actual billing item.


You make settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Bill Display

By default, the Customizing settings for the business role TELCO_IC offer the new bill presentment application reading data from the external system.

.

If you want to switch to a different presentment application from the one used in SAP CRM 7.0, Enhancement Package 2, you have to adjust the work center group links for the work center TEL-BILWC. This work center is assigned to the business role TELCO_IC with navigation bar profile TELCO_IC.

You make the settings for this function in Customizing for Customer Relationship Management under UI Framework -> Business Roles -> Define Business Roles

See also

.

Main Release Note for the Business Function Financial Customer Care for Contract AR/AP

Detail Release Note: CRM_FCA_1: Displaying Billing Documents (New)

(CRM_FCA_1): CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

CRM_FCA_1: Displaying Billing Documents (New) Use


The ability to read data directly from external billing systems helps agents to provide customers with a more reliable and up-to-date service, especially when follow-up processes such as creating a dispute or adjustment request are required.

(CRM_FCA_1), the Interaction Center WebClient provides functions for reading billing data with the current document status directly from external billing systems without having to retain this information in the SAP CRM System.

By default, the system displays the billing data from the external SAP Convergent Invoicing System. Alternatively, you can use any other external billing systems. Therefore, you have to store an external system ID in Customizing and create a Business Add-In (BAdI) implementation to read the billing data.

When you assign an external billing system to a specific business role, the system only accesses data from this billing system. When you search for reference documents, for example in disputes, the system also only searches for objects in the assigned system.

You can display customer-specific fields for the billing documents in the user interface for bill presentment.


When you display billing documents or billing detail records (BDR), the system now always provides you the latest version of the relevant document because it reads these directly from the external system.

Whilst it was previously only possible to see whether a dispute or adjustment request exists at item level for the relevant billing document or BDR, the system now also provides this information at header level. For example, if a dispute exists for a billing item, you can see this in the system both at the header level of the billing document and at the level of the actual billing item.


You make the settings for this function in Customizing for Customer Relationship Management under

See also

Industry-Specific Solutions -> Telecommunications -> Bill Display.

Main Release Note for Business Function CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

CRM_FCA_1: Collective Bill Business Agreement (New) Use

As of SAP CRM 7.0 enhancement package 2, business function Financial Customer Care for Contract AR/AP

In SAP ERP, individual contract accounts can be allocated to a collective bill account so that the customer gets one collective bill instead of several individual bills. Now, the integration of the collective bill account into SAP CRM provides you with the possibility to make use of the collective bill business agreement.

(CRM_FCA_1), the function of the collective bill business agreement is available.

In case of activating this replication at a point of time when already collective bill accounts exist in the system, you can upload the already existing collective bill accounts from SAP ERP to collective bill business agreements SAP CRM within a separate step. With that also the relationships of these collective bill business agreements to their referencing business agreements are replicated.


The collective bill in the backend system combines several documents, such as print documents or budget billing requests. The total of these documents is posted statistically to a collective bill account. The collective bill document number and, therefore, the collective bill document (or collective bill plan) are created successively for the creation of posting documents that belong to a collective bill.

This applies to bill documents from invoicing and to partial bill documents for budget billings. If the statistical budget billing procedure is used, the collective bill plan can be created during print document creation for the budget billing requests.


You make the settings for the collective bill business agreement in Customizing for SAP Customer Relationship Management under Master Data -> Business Partner -> Business Agreement

•


• Creation of Business Agreement -> Define Sales Channels

Define Business Agreement Class

• Creation of Business Agreement -> Allocate Business Agreement Class

See also

For more information see:

• Main release note for business function CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

• SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center Agent (Utilities Industries) -> Collective Bill Business Agreement

.

CRM_FCA_1: Fact Sheet (Enhanced) Use


The new version contains the following functions:

(CRM_FCA_1), the Interaction Center WebClient provides a new version of the fact sheet for the industry solution Telecommunications.

• The account overview gives the agent access to the most relevant customer-related information, for example interaction history, account balances, contracts, disputes etc.

• The fact sheet views are grouped to provide a better and faster customer overview.

• The telco account overview provides a new UI component to display the billing data directly from external billing systems. This view is part of the new bill presentment application reading billing data from an external system. The bill document number in this view provides a link navigation to allow the agents to obtain more detailed information for the single billing document, such as line item data, billing detail records or disputes.

The fact sheet can be accessed using the business role TELCO_IC, navigation bar entry Account Overview


. Assign the new Customizing fact sheet ID TELCO_IC_FS to the business role TELCO_IC.

Start the application component by using transaction BSP_WD_CMPWB and the application component BSP_DLC_FS to adjust the fact sheet configuration.

Select the view BSP_DLC_FS/factsheet under Views in the browser component structure. Then choose


Configuration.

You make settings in Customizing for Customer Relationship Management under UI Framework -> UI Framework Definition -> Fact Sheet -> Maintain Fact Sheet

See also

.

• CRM_FCA_1: Financial Customer Care for Contract AR/AP (FI-CA)

• SAP Library for Customer Relationship Management on SAP Help Portal at

.

http://help.sap.com -> SAP Business Suite -> SAP Customer Relationship Management -> Application Help -> SAP CRM for Industries -> Functions in the Interaction Center for Financial Customer Care -> CRM Interaction Center Web Client

CRM_FCA_1: BUAG in Disputes and Adjustment Requests (Enhanced) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Integration of SAP CC and SAP CI with the Provider Order

If you create a dispute or an adjustment request for a document (bill, billing detail record), the system copies the business agreement for the associated document to the item for the dispute or adjustment request. The system also copies the business agreement for the outbound document into an existing dispute or adjustment request if this is subsequently added to a dispute or adjustment request.

(CRM_PROVORDERINT_1), an enhanced procedure for determining the business agreement is available to you in the dispute and adjustment request application.

Since each item in a dispute or adjustment request can have a different business agreement, business agreements are no longer managed at document header level.

When searching for business agreements in disputes and adjustment requests, the system can find any document now if the business agreement in question is found in the document header or in at least one item in the document.


Data in the existing document is not affected by these enhancements. System response when searching in existing documents remains unchanged.


The system no longer stores a business agreement at document header level in new dispute and adjustment request documents in the CRM System.

When dispute documents are transferred from the CRM System to the ERP System, the system no longer transfers a business agreement. This is now determined in the ERP (FI-CA) System.

When adjustment requests are transferred from the CRM System to the ERP System, the system still transfers any business agreements that exist. However, the business agreement that is relevant for the posting is now also determine in the ERP (FI-CA) System. Documents can now be transferred even if no business agreement is transferred.

See also

Main release note for business function Integration of SAP CC and SAP CI with the Provider Order

.

CRM_FCA_1: Replication of Dispute Data to ERP (Enhanced) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Financial Customer Care for Contract AR/AP (CRM_FCA_1), you can replicate additional data from a CRM dispute to the ERP system.

More information related to disputes that were collected in the CRM system is now available to agents working in the ERP system. This enables accounting specialists, for example, to access financial information and make decisions as to whether a dispute is justified and which measures should be taken.


The CRM user interface is not changed by this enhancement.


The following additional data is replicated to the ERP system:

• Priority

• Planned end date

• Partner (Processor and Responsible

• Disputed objects

)

• Description

• Status

• Texts

Cancelled

• Escalation


You make settings for replicating escalation information in Customizing under

•

CRM -> Industry-Specific Solutions -> Telecommunications -> Dispute Management -> Define ERP Dispute Case Integration

Enable Replication of Escalation Reasons

•

In this Customizing activity, you can specify whether you want escalation reasons to be replicated to SAP ERP based on the transaction types for the Dispute Management.

Assignment of Escalation Reasons

See also

In this Customizing activity, you can map the escalation reasons from SAP CRM to SAP ERP.

• Integration of SAP CC and SAP CI with the Provider Order

• SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com -> SAP CRM for Industries -> Functions in Interaction Center for Financial Customer Care -> Dispute Management->

Dispute Cases

SAP CRM for Industries: Financial Services

Business Function Continuous Improvements for FCC, Termination Quote, FSL, Performance (Reversible) CRM_FS_CI_1: Business Function Improvements for FCC, Termination Quotation, FSL, and Performance (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Improvements for FCC, Termination Quotation, FSL, Performance

• Financial Customer Care (FCC), Interaction Center Account identification with leasing-specific object data: In the SAP CRM Interaction Center you can use this function in the user role

(CRM_FS_CI_1) is available for SAP Leasing. This business function provides you with the following enhancements and features:

Financial IC Agent Leasing

• Change Process Engine (CPE) Enhancement of the change process

(FCC_LEAS) to search for accounts using leasing-specific search parameters.

Change of Partner (CHOP) When you execute the change process Change of Partner

• Full Service Leasing: Enablement of service plans with counter-based service intervals If you use service contract products with service orders you can now create service plans with counter-based service intervals for these.

(CHOP), you can now change multiple partners with different partner functions at the same time. The standard system provides for the changing of three partners at the same time.

• Performance improvements The following features provide improved system performance during the processing of business transactions. They have been implemented for business object BUS2000114 (FS Contract):

- Asynchronous update improves system performance during the Save

- Object buffers of contracts are not initialized (NO_INIT) after the contracts are saved.

action, especially when working with large contracts.


The following new features are visible on the WebClient UI for the business role LEASING (Leasing Manager):

WebClient UI

• Change Process Engine (CPE): When you choose the change process Change of Partner (CHOP), additional fields with the field labels Partner Function and New Partner Number

• Full Service Leasing: Enablement of service plans with counter-based service intervals:

appear at item level.

- Service Documents ->

-

Search/Create Service Plans

Products ->

- The new action

Search/Create Counters

Create Service Plan With Reference to FS Contract


is provided at service item level.

• FCC: Account identification with leasing-specific object data The following Business Add-in (BAdI) is provided in standard Customizing: SAP Customizing Implementation Guide -> Customer Relationship Management ->

Financial Services -> Leasing -> Settings for Financial Customer Care (FCC) ->

•

Business Add-Ins -> BAdI: Account Identification (FCC)

Full Service Leasing: Enablement of service plan and counter-based service intervals The following Business Add-in (BAdI) is provided in standard Customizing: SAP Customizing Implementation Guide -> Customer Relationship Management -> Financial Services -> Leasing -> Settings for Service Processes -> Settings for Service Plans -> Business Add-Ins

See also

-> BAdI: Creation of Service Plan With Reference to FS Contract

For more information about the new functions for the change process Termination Quotation,

• Business function description for business function

see:

Improvements for Termination Quotation

• Release note for business function

(FICAX_606_LEAS_CI_1).

Improvements for Termination Quotation

(FICAX_606_LEAS_CI_1).

SAP CRM for Industries: Public Sector

Business Function Social Services, 2011 CRM_IPS_4S_3: Business Function Social Services, 2011

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Social Services, 2011 (CRM_IPS_4S_3) is available.

This business function makes the following available to you:

• CRM_IPS_4S_3: Financial Customer Care Integration (New)

• CRM_IPS_4S_3: Overviews for Planned Payments (New)

• CRM_IPS_4S_3: Function "Net Display" in SSP and SDP (Deleted)

• CRM_IPS_4S_3: Adapter for Accounting Systems (New)

• CRM_IPS_4S_3: Item Proposal Strategy (Changed)

• CRM_IPS_4S_3: Eligibility Check (Deleted)

• CRM_IPS_4S_3: Eligibility Determination (New)

• CRM_IPS_4S_3: Social Service Plan (Changed)

•


CRM_IPS_4S_3: Decision Flow (New)

When you activate the business function, the system executes an automatic migration run for existing social service plan types. For more information, see the documentation for the program CRM_4S_3_MANUAL_MIGRATION

See also

.

For more information, see the business function description in transaction SFW5 or in the SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Social Services, 2011

.

CRM_IPS_4S_3: Financial Customer Care Integration (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), you can access data from the accounting system SAP Contract Accounts Receivables and Payable (FI-CA) / SAP Public Sector Collection and Disbursement (PSCD).

To search for an account, Social Services provides the function Account Identification

•

. Based on the search result you can use several modules from the Financial Customer Care (FCC) component that are integrated with the Social Services CRM WebClient UI. FCC provides the following data from the connected accounting system:

•

Account Balance Overview

•

Account History

•

Payment List


Invoice Search

Integration of FCC and FI-CA requires you to make the settings in Customizing for Customer Relationship Management under Interaction Center WebClient -> Industry-Specific Functions -> Integration with Contract Accounts Receivables and Payable (FI-CA)

In addition to the FCC screens that are included the standard system you can integrate additional FCC modules (work center) into the navigation bar. To do this, you can add them in Customizing for

.

Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Navigation Bar Profile

See also

.

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Overviews -> Accounting Overviews.

CRM_IPS_4S_3: Overviews for Planned Payments (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), you can access overviews for the planned payments. The system reads data from the following two sources here:

• Planned payment data from the net calculation documents

• Statuses from SAP Public Sector Collection and Disbursement (PSCD) via the Accounting Adapter

The new overviews provide the following sections:

•

•

Search: Planned Payments

•

Result List

List of Planned Payments

• Payment Item Details

for a defined due date

You can access the planned payment overviews in two ways:

• From the navigation bar

• From the Planned Payments


button while you are handling and finalizing social service plans and social deduction plans

The new overviews for planned payments replace the previously available Net Display


.

You can also optionally define your own status description for the accounting status 01 to 04 that the system copies from PSCD. You maintain them in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration -> Maintain Accounting Status of Net Calculation Document

A Business Add-In (BAdI) can be used to calculate an individual net amount differently from the standard net amount and display it in the

. If you do not change the entries, the system uses the default descriptions defined in PSCD.

Result List of the Planned Payment Overview. The Definition of Individual Net Amount for Planned Payments Overview BAdI can be found in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration

See also

.

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Overviews -> Planned Payments Overviews

CRM Release Notes

.

CRM_IPS_4S_3: Adapter for Accounting Systems (New)

CRM_IPS_4S_3: Function "Net Display" in SSP and SDP (Deleted)

ERP Release Note

ERP_IPS_4S_3: Adapter for Accounting Systems (New)

CRM_IPS_4S_3: Function "Net Display" in SSP and SDP (Deleted) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the function Net Display in the social service plan and the social deduction plan has been replaced by the new function Planned Payments, which uses the new function Planned Payments Overviews

See also

.

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM ->

•

SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Social Services

•

-> Social Service Plans

•

-> Social Deduction Plans

CRM Release Note

-> Overviews -> Planned Payments Overviews

CRM_IPS_4S_3: Overviews for Planned Payments (New)

CRM_IPS_4S_3: Adapter for Accounting Systems (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), you can use the accounting adapter as part of the Social Services functionality. Whilst the adapter is mainly implemented in the ERP system, in the CRM system it provides the functions to display the accounting status that the adapter receives from SAP Public Sector Collection and Disbursement (PSCD) in the Planned Payments Overview

For display the CRM system uses the definitions you made in Customizing. If you do not change the settings in Customizing, the system displays the descriptions transferred from the accounting system.

in the CRM WebClient UI.


In the CRM system, the following Customizing setting is optional:

You can change the descriptions of the accounting status that the accounting adapter delivers to CRM. To do so, make the Customizing settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Public Sector -> Social Services -> Integration -> Maintain Accounting Status of Net Calculation Document

See also

.

For more information, see the application help for Social Services in SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Benefit Calculation and Payment -> Accounting Adapter

ERP Release Note

.

ERP_IPS_4S_3: Adapter for Accounting Systems (New)

CRM_IPS_4S_3: Item Proposal Strategy (Changed) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3), the item proposal strategy

• The IPS is used in social applications to determine social application items from the requested data.

(IPS) has been enhanced so that it can be used differently by the business objects Social application (SOA) and Social Service Plan (SSP):

• The IPS is used in social service plans to determine entitlement items in eligibility periods with the status Eligible (see release note CRM_IPS_4S_3: Eligibility Determination (new)

Following Customizing setting changes are now available to take account of the demands of the SOA and SSP business objects:

).

• You must specify an item proposal profile for use with a social application or with a social service plan.

• The following two different business add-ins are provided to define BAdI-based IPS rules for social applications and for social service plans:

- BAdI: CRM_PS_IPS_SOA_BADI

- BAdI: CRM_PS_IPS_SSP_BADI For both BAdIs example implementations are available.

• If you are using the Business Rules Framework plus (BRFplus) to define IPS rules, the following new BRFplus objects are available for social applications or social service plans:

CONTEXT_IPS_SOA BRFplus Object for SOA

CONTEXT_IPS_SSP BRFplus Object for SSP

CONTEXT_IPS_ELI BRFplus Object including aggregated

Eligibility Periods for Entitlement

Determination


The new specific business add-ins for social applications and for social service plans have been added to the Customizing activities for the IPS. These two BAdIs are available in the Customizing settings for Customer Relationship Management under Industry-Specific Solutions -> Public Sector ->

• ->

Social Services -> Basis Settings -> Item Proposal -> Item Proposal Profile -> Business Add-Ins

• -> B

BAdI: Define Item Proposal Strategy for SOA

AdI: Define Item Proposal Strategy for SSP

CRM_IPS_4S_3: Eligibility Check (Deleted) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011

For more information about eligibility determination, see the release note CRM_IPS_4S_3: Eligibility Determination (new)

(CRM_IPS_4S_3), the eligibility check, a rule-based check whether a person meets the requirements for a requested benefit program, is replaced by the new function eligibility determination.


.

• The Customizing activity Define Eligibility Check

• The change process G003 (Change of Circumstance), supported by the eligibility check, was deleted from the available change processes.

is deleted from the Social Services Customizing.

CRM_IPS_4S_3: Eligibility Determination (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3) the new eligibility determination function is used to determine the eligibility periods within a specific decision period for a social service plan.

An eligibility period specifies whether an applicant meets the criteria for a specific social benefit. The determination of eligibility periods can be performed automatically by the system or can be defined manually by the caseworker. Customer-defined BRFplus or BAdI-based rules are used to process the eligibility determination automatically. The overview and maintenance of eligibility periods is available in the CRM WebClient UI of a social service plan in the assignment block Eligibility Results

An eligibility period is assigned the status

.

Eligible or Not Eligible. Eligibility periods with the status Eligible


are used as the basis for the subsequent processing of the entitlement determination.

The eligibility determination replaces the existing eligibility check function.


You make the settings for the eligibility determination in the CRM Customizing settings for Social Services under Social Service Plan -> Eligibility Determination

See also

.

For more information see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Public Sector -> Social Services -> Eligibility Determination.

CRM_IPS_4S_3: Social Service Plan (Changed) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011 (CRM_IPS_4S_3) the following functions have been added to the business object social service plan

• Decision Category

(SSP):

You must use a decision category as the basis for separating the decision making process into an eligibility decision and an entitlement decision. This allows you to split the caseworker’s workflow in two individual operations. Each decision (Eligibility Decision and Entitlement Decision) is represented using a separate SSP type. The SSP types are handled sequentially using a predecessor SSP and a successor SSP. Alternatively, you can use the decision category Eligibility & Entitlement Decision

• Eligibility Determination Profile

to support both decisions in a single SSP type.

The eligibility determination profile contains a strategy to determine eligibility periods within a decision period. The eligibility determination is only supported for an SSP type with the decision category Eligibility Decision and Eligibility & Entitlement Decision. For more information see CRM_IPS_4S_3: Eligibility Determination (new)

• Benefit Program

.

You can assign a SSP type to a benefit program

• Display Gross Entitlement Amounts and Gross Payment Amounts

. In SAP CRM the benefit program is a descriptive field for a SSP and identifies a business transaction for a benefit program. In SAP ERP the benefit program is used as a selection criterion for the mass recalculation of entitlement amounts.

If gross entitlement amounts and gross payment amounts executed by the mass recalculation program in SAP ERP are recalculated (see release note ERP_IPS_4S_3: Mass Processing for Gross Recalculations

Once a mass recalculation has been executed, the

), the system displays the current results over the complete SSP decision period covering all gross entitlement amounts and gross payment amounts including the recalculated amounts as a default setting.

calculation history function provides you in the assignment blocks Gross Entitlement Amounts and Gross Payment Amounts

a) The first date/timestamp is the original calculation point of time for gross entitlement amounts and gross payment amounts before the mass recalculation run.

with a timestamp-based view of previous single calculation versions:

b) The second date/timestamp and all subsequent date/timestamps reflect the point of time at which a mass recalculation run was executed. Each date/timestamp provides the selective view of the recalculated amounts for those recalculated periods.


You assign the decision category, the eligibility determination profile and the benefit program to the header of an SSP transaction type in the Customizing activity Define Transaction Type

For more information about the customizing settings for the eligibility determination profile see CRM_IPS_4S_3: Eligibility Determination (new)

.

You define the benefit programs in the CRM Social Services Customizing settings under

.

Benefit Program -> Define Benefit Program

See also

.

For more information about the new or changed SSP functions see SAP Library for SAP CRM

on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM -> SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Social Service Plan.

CRM_IPS_4S_3: Decision Flow (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Social Services, 2011

You can navigate to the decision flow in the CRM WebClient UI from the general data for the business transaction

(CRM_IPS_4S_3), the new function decision flow is provided in the Social Services application in the CRM WebClient UI. The decision flow provides you with an aggregated overview of all related decisions (approved and activated SSPs) that contains the predecessor and successor decisions within a SSP chain.

Social Service Plans and the assignment block Decision Flows in the business transaction Cases.

• The overall eligibility period and the eligibility status of the decision flow with the statuses

When you navigate to a decision flow, the system displays an overview of the following data:

Eligible, Eligible with exception, Not eligible.

• All valid eligibility periods within the overall decision period based on approved and activated decision(s).

This decision flow display mode can be customized.

• All entitlement items within the overall decision period.

• All gross entitlement amounts for the overall decision period.

• Listing of the approved benefit decisions in a decision log.

• Listing of the benefit decisions that are currently in process.


SAP supplies default Customizing settings for the display mode for the decision flow. The Customizing activity is available in the CRM Customizing settings for Social Services under Decision Flow -> Define Decision Flow Display Mode

See also

.

For more information see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com -> SAP Business Suite -> SAP CRM ->

SAP EHP2 for SAP CRM 7.0 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Public Sector -> Social Services -> Social Service Plan -> Decision Flow.

SAP CRM for Industries: Telecommunications

Business Function Integration of SAP CC and SAP CI with the Provider Order CRM_PROVORDERINT_1: Business Function Integration of SAP CC and SAP CI with the Provider Order (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Integration of SAP CC and SAP CI with the Provider Order

The business benefits of this business function are:

(CRM_PROVORDERINT_1) is available. With this business function, you can set up a complete and integrated end-to-end scenario for Order-to-Cash for prepaid and postpaid services, together with the use of SAP Convergent Invoicing (SAP CI) and SAP Convergent Charging (SAP CC). In addition, the business function provides improvements for provider order handling.

• Seamless integrated Order-to-Cash for postpaid and prepaid services

• Product Catalog integration with SAP CC

• Contract integration with SAP CC and SAP CI

• Sales, Order and Contract Management for Prepaid Services

The technical benefit is a pre-delivered integration between SAP CRM, SAP CI and SAP CC.


Product Catalog Integration/Cross Catalog Mapping:

• CRM_PROVORDERINT_1: CCM and Charge (Refill) Plan Assignment (New)

• CRM_PROVORDERINT_1: Product Replication to FI-CA (New)

• CRM_PROVORDERINT_1: Price Conditions for Distribution to SAP CC (New)

• CRM_PROVORDERINT_1: Price Version in Pricing of CC-Products (New)

Provider Order and Contract Enhancements:

• CRM_PROVORDERINT_1: Cancellation of Options (New)

• CRM_PROVORDERINT_1: Creation and Identification of Corporate Accounts in Interaction Center for Telecommunications (New)

• CRM_PROVORDERINT_1: Telco: IC Agent Master Role TELCO_IC (New)

Business Agreement and Prepaid Data Handling

• CRM_PROVORDERINT_1: Business Agreement in Payment Data Views (New)

• CRM_PROVORDERINT_1: Business Agreement Details in Provider Order (New)

• CRM_PROVORDERINT_1: Payment Groups for Order Capturing (New)

• CRM_PROVORDERINT_1: Prepaid Handling in Sales and Ord. Mgmt. in IC (New)

Provider Contract Integration between SAP CRM - SAP CI - SAP CC:

• CRM_PROVORDERINT_1: Reversal of One-Off Charges (Enhanced)

• CRM_PROVORDERINT_1: Repl. of Provider Contract Data to SAP CC (New)

• CRM_PROVORDERINT_1: Billing Cycle and Determination Rules (New)

Dispute Management:

• CRM_PROVORDERINT_1: Customizing for Dispute Management (Enhanced)

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm ->

SAP CRM 7.0 Enhancement Package 2 -> Application Help -> Business Functions (SAP Enhancement Package 2 for SAP CRM 7.0) -> Business Functions for SAP Customer Relationship Management -> Integration of SAP CC and SAP CI with the Provider Order.

CRM_PROVORDERINT_1: CCM and Charge (Refill) Plan Assignment (New) Use


Charge plan and refill plan assignments contain mapping for parameters, technical data, price keys, billing texts, account assignments and counter sharing. Each of these entities can be mapped to different sources of information. These sources include the SAP CC default fixed value entry fields, the product configuration and BRF events.

(CRM_PROVORDERINT_1) you can define cross catalog mapping (CCM) versions with a SAP CRM product. The CCM is intended to store product data from marketing-oriented product views other than SAP CRM with the CRM product, for example the billing view in SAP Convergent Charging. The object structures for this can be defined without restriction using product set types. The set types for assigning SAP CC charge plans and the corresponding UI is available for you to maintain charge plan and refill plan assignments with SAP CRM products. The charge plan assignments are the basis for contract replication to SAP CC.

During contract replication to SAP CC, the charge plan and refill plan assignments are evaluated and the corresponding data is used to create the provider contract in SAP CC.


CCM is embedded in the product maintenance UI and activated by adding the appropriate set types to a product category to which the maintained product is assigned. Existing products are not affected by this.


To activate CCM and charge plan assignment, you must add the appropriate product set types to one or more product categories.

You make the Customizing settings for this function under

• Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Master Data -> Products -> Define Settings for Counter Sharing

•

.

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Technical Resources -> Define Assignment Schema for Technical Resources

See also

.


CRM_PROVORDERINT_1: Product Replication to FI-CA (New) Use


SAP CRM is used as the leading system for master data in an integrated scenario. This means that you enter and change products in SAP CRM and then replicate these to SAP ERP. SAP ERP only retains the information for the product that you need directly for the business transactions that run in SAP ERP. These are:

(CRM_PROVORDERINT_1) the Interaction Center WebClient now provides functions for uploading the product (material or service product) to Contract Accounts Receivable and Payable (FI-CA) in SAP ERP. This means the product data can be used in an integrated scenario, for example to print the product text on an invoice. Only products that are classified as a rate plan or combined rate plan are uploaded.

• Language-dependent texts

• Sales area-dependent data


You must activate the business function Integration of SAP CC and SAP CI with the Provider Order

You must activate one of the following business functions in the ERP System:

(CRM_PROVORDERINT_1) in the CRM System.

• Billing in Contract Accounting 2

•

(FICAX_INV_PP_2)

Billing in Contract Accounts Receivable and Payable

•

(ISU_INV_PP_2)

Media: Content to Cash

•

(MED_INV_PP)

Convergent Invoicing for Telco's

The subscription for product replication must be assigned to the ERP site in the middleware administration console.

(TEL_INV_PP_2)


You make the settings for this function in Customizing for Customer Relationship Management under

See also

Industry-Specific Solutions -> Telecommunications -> Master Data -> Products -> Settings for Product Replication to FI-CA.


.

CRM_PROVORDERINT_1: Price Conditions for Distribution to SAP CC (New) Use


In the

(CRM_PROVORDERINT_1) you can integrate recurring charges with SAP CC to replicate relevant price conditions.

consume to cash scenario,

SAP CRM pricing determines the (gross or net) prices, discounts and surcharges based on the condition technique. The condition technique allows prices to be defined according to marketing requirements. These marketing requirements are driven by SAP CRM and do not need not to be modeled in SAP CC.

condition records for recurring charges need to be replicated from SAP CRM to SAP CC. In the SAP CRM product master you can maintain price conditions. Some price conditions represent recurring charges.

Marketing-driven pricing criteria such as campaigns or customer groups can determine the price conditions of a product. In SAP CRM pricing all master data can be used for price determination. Since not all master data is available in SAP CC, pricing is done in SAP CRM and not in SAP CC. The pricing conditions need to be replicated from SAP CRM to SAP CC since recurring charges are charged in SAP CC.


The business function Integration of SAP CC and SAP CI with the Provider Order

To enable the system to replicate pricing data to SAP CC, a site with the site type CC has to be added using the SAP CRM middleware

(CRM_PROVORDERINT_1), must be activated in the SAP CRM System.

Administration Console

A site has to subscribe to a publication of a BDoc type to trigger the outbound adapter when processing a BDoc in the middleware message flow. Create a new publication or use an existing publication for BDoc type CND_M_SUP and add a subscription to the new site.

(transaction SOMEAC).

You can also use the following reports:

• CRM_ISX_CC_CONSISTENCYCHK; to check the consistency of pricing master data in SAP CRM against SAP CC.

• CRM_ISX_CC_INITIALLOAD; to perform an initial load of all existing records.

• CRM_ISX_CC_GENERATE_OBJECTID; to generate a cross system price key.


You make the settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Master Data -> Price Conditions -> Define Price Conditions for Distribution to SAP Convergent Charging

See also

.


.

CRM_PROVORDERINT_1: Price Version in Pricing of CC-Products (New) Use


To model a cross-catalog product, data in SAP CRM is mapped to charge plan data in the SAP Convergent Charging System. Each mapping version has a validity period and is identified by a unique mapping-ID. Recurring charges are relevant for each mapping version.

(CRM_PROVORDERINT_1), you can use the price version as a reference when mapping cross-catalog products.

Since one price is often valid for several mapping versions, you can now use the price version as a reference within your mapping.


The price version field has been added to the variable key of the pricing condition records that are used to maintain recurring charges in the CRM System.


You make the settings for this function in Customizing for Customer Relationship Management under:

•

•

Basic Functions -> Pricing -> Define Settings For Pricing -> Maintain Field Catalog: new field PROV_PRICE_VRS

•

Basic Functions -> Pricing -> Define Settings For Pricing -> Create Condition Table: new table SAP100V

•

Basic Functions -> Pricing -> Define Settings For Pricing -> Create Access Sequence: new access 10 referencing table SAP100V in access 0PPA

See also

Master Data -> Conditions and Condition Technique -> Condition Technique: Basics -> Create Maintenance Group: new item 40 (SAP100V, 0PRM) in group PROD_PROV

Main release note for the business function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Cancellation of Options (New) Use


If a contract change is started after the end date of a canceled option, the canceled option is not visible as a subitem in the change order. The product configuration is updated with this information and the options become selectable again.

(CRM_PROVORDERINT_1), you can cancel product options in provider contracts.

When the agent cancels an option, the system checks the options against the cancellation rules, which are defined in Customizing.

In addition, you can undo the cancellation of options. In this case, the original status of the option is reset.


In the Process Selection field, there is a new option available: Cancellation of Options

The system displays the calculated cancellation date. The system calculates this date based on the requested cancellation date and the cancellation rules.

. To cancel an option, you choose this option and enter the cancellation details, for example, the reason for the cancellation and the date when the customer requested the cancellation.


You make the Customizing settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Define Mapping for Cancellation of Options

See also

.

Release note Business Function Integration of SAP CC and SAP CI with Provider Order

SAP Library for Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm -> <Choose a release> -> Application Help -> SAP CRM for Industries -> Telecommunications -> Functions for the Telecommunications Industry -> Order and Contract Processing in the Interaction Center ->

Contract Changes

CRM_PROVORDERINT_1: Creation and Identification of Corporate Accounts in Interaction Center for Telecommunications (New)

Use


You can create and search contact persons of corporate accounts and accounts of category

(CRM_PROVORDERINT_1), you can search and create corporate accounts in the Interaction Center for the telecommunications industry.

Organization


.

You make the settings for this function in Customizing for Customer Relationship Management under Interaction Center WebClient -> Master Data -> Define Account Identification Profiles. To enable the search for contact persons of corporate accounts, for account identification profile TELCO, select scenario B2B

If you do not use the business role TELCO_IC but a customer-defined business role, in addition, you have to make the following settings in Customizing for

.

UI Framework under Business Roles -> Define Business Role

• Assign role configuration key TELCO to your business role.

:

• Assign navigation bar profile TEL-IC-NEW to your business role.

• Assign function profile PROVSALES with the relevant profile value. For more information, see Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> Profiles -> Define Application Profile

• Assign function profile BPIDENT with the relevant profile value. For more information, see

.

Customer Relationship Management under Interaction Center WebClient -> Master Data -> Define Account Identification Profiles

Now, a different UI component is used. If you have added customer-specific enhancements to the old UI component PROVICID, you have to adapt views in the new UI components ICCMP_BP_SEARCH, ICCMP_BP_DETAIL, and PROV_IDENT.

.

See also

Release note Business Function Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Telco: IC Agent Master Role TELCO_IC (New) Use



(CRM_PROVORDERINT_1), a new master role for the Telecommunications industry is available in the Interaction Center. You can use this role as a template to create your own user roles in the system.

The new Telco: IC Agent Master Role (technical name TELCO_IC) replaces the Provider IC Agent (PROVIDER_IC) role and Telco: Financial IC Agent

See also

(TELCO_FCC) role as of SAP enhancement package 2 for SAP CRM 7.0. All the functions previously available to these two roles are now combined in the new master role for Interaction Center agents.

Integration of SAP CC and SAP CI with the Provider Order

CRM_PROVORDERINT_1: Business Agreement in Payment Data Views (New) Use


The agent is provided with an overview of all contracts assigned to a business agreement, can specify an alternative payer or payee for a business agreement or view this information in existing business agreements.

(CRM_PROVORDERINT_1) the Interaction Center Web Client now offers you more information when calling up a business agreement or the payment data for an account.


The user interface for the Business Agreement and the Payment Data

The

views have been enhanced by a list of the contracts related to a business agreement. This enables agents using the Interaction Center WebClient quicker and easier access to information they may need when dealing with customers and their payment data.

Change Assignment to Business Agreements view has been enhanced by the Contract


column. Here the agent can see if any contracts are assigned to a particular business agreement and navigate directly to the contract for more details.

The business function Integration of SAP CC and SAP CI with the Provider Order

See also

(CRM_PROVORDERINT_1), must be activated in the SAP CRM System.


SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com

.

-> CRM -> SAP CRM for Industries -> Telecommunications -> Functions in the Interaction Center for Financial Customer Care -> Business Agreements in the Interaction Center

.

CRM_PROVORDERINT_1: Business Agreement Details in Provider Order (New) Use


In the provider order itself you can assign an existing business agreement of the business partner. You do so by selecting from a list of existing business agreements, for example according to the payment data used in a business agreement. If no suitable business agreement exists, you can also create a new business agreement.

(CRM_PROVORDERINT_1), the Interaction Center WebClient now offers you an overview of all contracts assigned to the business agreement when calling up the business agreement or the payment data for an account.


The payment data view in the provider order has been replaced by a new view that shows additional information about the business agreement and the payment data used. In the business agreement, in addition to information such as which bank or which card ID is to be used for incoming and outgoing payments you can also specify that payments are carried out by an alternative payer or made to an alternative payee. You can also enter other data in the business agreement here, such as information about invoice creation or correspondence.


•

(CRM_PROVORDERINT_1), you can choose one of the following settings for handling business agreements:

Explicit

According to customer requirements you can use this information to decide which business agreement is to be used for a new provider order. If no suitable business agreement exists, you can also create a new business agreement. You do so by entering not only the payment data for incoming payments but also all other information that defines a business agreement.

(business agreement handling is visible): Within the new Business Agreement and Payment Data views you can see which business agreement is used, including the business agreement ID, description, payment data and other attributes. The system also provides a list of all other provider contracts related to the relevant business agreement.

• Implicit


(business agreement handling is hidden): In the familiar payment data view of the provider order a business agreement is automatically assigned to the provider based on the payment data entered. If a business agreement already exists that has the same payment data, the system uses it. Otherwise a new business agreement is created and assigned to the provider order. The decision as to whether an existing business agreement is used or a new one is created is made automatically by the system. You can only influence this by entering payment data for incoming and outgoing payments.

You can choose between explicit (Visible) or implicit (Hidden

You make the required settings for this in Customizing for Customer Relationship Management under

) business agreement handling in the provider order.

Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions -> Define Settings for Transaction Types

See also

.


CRM_PROVORDERINT_1: Payment Groups for Order Capturing (New) Use



(CRM_PROVORDERINT_1), you can define payment groups to simplify the assignment of business agreements at order item level. You can use payment groups for order capturing to group order items that use the same business agreement.

Business agreements can be assigned at header level and at order item level. You define the payment groups for order capturing in Customizing and assign products to them when you define the relevant product.

While defining a product you can use the payment group for order capturing to specify whether you want the product to use prepaid payment or, postpaid payment or both. Based on the settings that you make, the system assigns the appropriate business agreement type (prepaid or postpaid) to the items in this group.

During the billing process, the business agreement determines which items can be listed separately and which can be combined in one bill. It also determines how the individual items are to be paid.


You make the required settings in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications ->Master Data -> Product -> Define Payment Groups for Order Capturing

See also

.


CRM_PROVORDERINT_1: Prepaid Handling in Sales and Ord. Mgmt. in IC (New)

Use


The new master data object

(CRM_PROVORDERINT_1) you can offer services for which credit is purchased in advance. The purchased credit is used for services (for example mobile phone services, tolls) when the service is accessed or consumed. If there is no available credit, access to the requested service is denied by the Rating and Charging System (SAP Convergent Charging). Customers can top up their credit on an individual basis, or this can also be handled automatically on the basis of an agreement with the service provider. Automatic refills take place on dates that are scheduled in advance or when the prepaid account credit falls below the agreed limit.

Prepaid Account

The balance of a prepaid account can be refilled by payment that is made by the customer or by an automatic or periodical refill that is triggered by the Rating and Charging System (SAP Convergent Charging). The rules for an automatic or a periodic refill are defined by the product and the contract. This means that they can be defined during order capture as part of the provider contract.

is required to store the data that is relevant to prepaid processes. This object stores the rules for the minimum balance (the minimum amount for a prepaid account that is required for the customer to use additional services that are debited to this prepaid account) and data for messaging (when a specified balance-limit is reached). The prepaid account also defines which payment data should be used for an automatic or periodical refill.


In an integrated scenario with CRM, data capture has to take place in SAP CRM and is then replicated to SAP ERP and SAP Convergent Charging.

In SAP Convergent Charging, billable items for services are generated and transferred to SAP ERP for subsequent processing. This is based on sets of rules stored in SAP CC for pricing and account determination in combination with customer data, contract data and product data that was transferred from SAP CRM. The billable items are assigned the price that is required to use the service and information about the account to which the receivable or payable has to be posted. SAP CC also manages the prepaid credit and the refillable units that are modified by services used and refills. The automatic refill is always triggered by control mechanisms in the Rating and Charging System.

In Contract Accounts Receivable and Payable ( SAP ERP FI-CA) the billable items from SAP Convergent Charging are accepted, invoices and credit memos are created and the corresponding receivables or payables, which are managed in FI-CA through to the completed payment, are posted. The system performs automatic clearing for prepaid accounts using the credit on the prepaid account.

Refills also produce billable items, for which postings are made to the prepaid accounts (refill of credit) or to which revenues (purchase of refillable units) are posted.


Prepaid products are defined for a prepaid scenario in SAP CRM. When modeling prepaid products, products are defined as for prepaid

The prepaid products also control whether a business agreement is created with prepaid data, which contains settings for limit alert messaging and the payment data used for an automatic or periodical refill. You can control the way in which the prepaid schema captures prepaid data.

and a refill plan is assigned to them during cross catalog mapping. You can use this refill plan to control which type of refill (manual, automatic or periodic refill) can be offered. If you have made the relevant settings for the products, the corresponding parameter (for example trigger amount of automatic refill, period for periodical refill) can be set based on customer requirements during provider order capture.

The reference of the prepaid account to a prepaid schema is used to determine values and define value checks. For some views, the prepaid schema is part of the UI configuration determination.

See also

Main release note for business function Integration of SAP CC and SAP CI with the Provider (CRM_PROVORDERINT_1)

CRM_PROVORDERINT_1: Reversal of One-Off Charges (Enhanced) Use


Examples of one-off-charge types are activation charges, installation charges or early cancellation charges.

(CRM_PROVORDERINT_1) you can reverse one-off charges that were defined previously in the CRM product and posted to SAP Convergent Invoicing.

The system status of a one-off item is set to Rejected

As soon as the system status of a released one-off item was set to

in CRM before this reversal will be transferred to ERP Convergent Invoicing.

rejected, this reversal is also automatically transferred to ERP CI. The setting of the status rejected


is currently not supported by the GUI and has to be individually implemented by the customer.

You must activate the business function Integration of SAP CC and SAP CI with the Provider Order

You must activate one of the following business functions in the ERP system:

(CRM_PROVORDERINT_1) in the CRM system.

• Billing in Contract Accounting 2

•

(FICAX_INV_PP_2)

Billing in Contract Accounts Receivable and Payable

•

(ISU_INV_PP_2)

Media, Convergent Invoicing

•

(MED_INV_PP)

Convergent Invoicing for Telco's


(TEL_INV_PP_2.)

You make the settings for this function in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Telecommunications -> One-off Charges -> Configure Settings for One-Off Charges

See also

.


(CRM_PROVORDERINT_1: CRM_PROVORDERINT_1: Business Function Integration of SAP CC and SAP CI

CRM_PROVORDERINT_1: Replication of Provider Contract Data to SAP Convergent Charging (New)

Use


The distribution of contract data to SAP ERP is relevant for the following processes:

(CRM_PROVORDERINT_1) you can use a set of Customizing settings with the implementation of Order Distribution Infrastructure (ODI) step types for distribution to SAP ERP. You can use the ODI to set up a typical scenario during the implementation of the distribution of contracts in a system landscape with a SAP Convergent Charging system for rating and a SAP Convergent Invoicing system for billing/invoicing.

• Create

• Change

Creating and changing contract data is relevant for the activation of ODI.

• Cancel

The cancellation of contract data is relevant for the deactivation of ODI.


You make the Customizing settings for this function under Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions-> Define Settings for Document Distribution

See also

.


.

CRM_PROVORDERINT_1: Billing Cycle and Determination Rules (New) Use


Billing cycles are replicated from SAP ERP on request and cannot be maintained in SAP CRM.

(CRM_PROVORDERINT_1) you can automatically assign billing cycles to provider orders. The assignment is determined by making settings for the corresponding product and can be a direct assignment of a billing cycle or a complex determination based on a class implementation. You require a billing cycle to replicate the provider contract to SAP Convergent Charging.


You can create a default determination rule in the Customizing activity Define Billing Cycle Determination Rules


that is used for all products to which no billing cycle or determination rule have been assigned.

You make the Customizing settings for this function under

In the Customizing activity Display Billing Cycles

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications -> Settings for Telecommunications Transactions-> Billing Cycle.

you can display the existing billing cycles. In the Customizing activity Define Billing Cycle Determination Rules

See also

you can create determination rules.


.

CRM_PROVORDERINT_1: Customizing for Dispute Management (Enhanced) Use


This affects activities found under the following Customizing paths:

(CRM_PROVORDERINT_1) the Customizing settings for Dispute Management have been revised to provide more consistent options for data maintenance.

•

-

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications ->Dispute Management

Define Profiles, Admissible Transaction Types and Object Linkages (previous name: Define Profiles for Dispute Management

-

)

Assign Reason Codes for Transaction Types and Context (previous name: Define Default Settings for Source Key

-

)

•

Define ERP Dispute Case Integration

-

Customer Relationship Management -> Industry-Specific Solutions -> Telecommunications ->Adjustment Requests

Define Profiles and Admissible Transaction Types

-

(new Customizing activity modified for the adjustment request)

Assign Reason Codes for Transaction Types and Context (new Customizing activity modified for the adjustment request)

The term

Modified Terminology

Source Key has been changed to Context,

The term

since this better expresses the fact that the environment (billing and BDR, FI-CA documents or the actual dispute), from which a dispute (or an adjustment request) is created, is identified here.

Process Type has been replaced with Transaction Type

• Customizing activities

. This means that a standard term is now used for transaction types throughout Customizing (which is also in line with general CRM terminology).

Define Profiles, Admissible Transaction Types and Object Linkages for Dispute Management and Define Profiles and Admissible Transaction Types

- Transaction types with the object type Complaint (BUS2000120) are now available. Transaction types with the classification ‘D’ are found under the Customizing node

for Adjustment Requests

Dispute Management. Transaction types with the classification 'A' are found under the Customizing node Adjustment Request

- The transaction type classification ‘A’ for the adjustment request for the object type

.

Complaint

- Assigning a transaction type to a profile adds this to the basic worklist of admissible transaction types that can be used for Dispute Management and to generate adjustment requests. This means that you can only use these transaction types in the following Customizing activities to make additional configuration settings:

(BUS2000120) is new.

• Customizing activity

- View

Assign Reason Codes for Transaction Types and Context

Select Context: Name has been changed from Source Key to Context

- View

. The view for selecting the context refers to the standard SAP Customizing settings and can no longer be modified.

Assign Transaction Types: Name has been changed from Process Type to Transaction Type. You can assign the transaction types that have the transaction type classification 'D' and can be assigned to one or more profiles for the Dispute

Management transaction types under the Customizing node Dispute Management. You can assign the transaction types that have the transaction type classification ‘A’ and can be assigned to one or more profiles for the Adjustment Request transaction types under the Customizing node Adjustment Request

- The system no longer checks whether a transaction type has already been assigned to an FSCM case type in the Customizing activity

.


- View

. This means that you can also create disputes in SAP CRM that are not replicated to SAP ERP (FI-CA, FSCM). Since the reason codes and transaction types that are assigned in this sub step of the Customizing activity are used to define which process types and their associated reasons are available in the SAP CRM Web Client, you can now make settings for creating an adjustment request in Customizing. This was not previously possible. This activity has therefore also been added to the Customizing node for the adjustment request.

Assign Reason Codes: The system no longer checks whether a reason code has already been recorded in the Customizing activity Define ERP Dispute Case Integration

• Customizing activity

. You can select all reason codes from the catalog C2 that is assigned to Dispute Management. On the UI for creating or changing a reason code, you are only offered the reason codes for selection, which were assigned to a transaction type within its context.

- The Customizing settings for transferring a CRM dispute to SAP ERP (FI-CA) have been modified according to the revised Customizing settings for disputes.


- The maintenance view Application Systems

- Maintenance view

has become obsolete as a result of the function for dynamically determining the connected FI-CA System used to transfer the dispute case in Dispute Management. It is no longer found in the redesigned view cluster for the Customizing activity.

Assign Case Type to Transaction Type (previous name: Assignment of Case Type to Transaction Type): Transaction types for the assignment to SAP ERP case types for the transfer to SAP ERP are now available. These were previously maintained in the Customizing activity Assign Reason Codes for Transaction Types and Context

- Maintenance view D

. The F4 Help has been revised and now references the case types in the connected FI-CA System.

etermine Reason Codes for CRM to ERP Integration (previous name: Assignment Subject Codes to Reason Code): This view has been moved to level 1 of the view cluster in the hierarchy, since its previous position below the view Assign Case Type to Transaction Type caused data to be maintained inconsistently. During entry of reasons, you can only use SAP CRM reason codes to perform mapping to ERP dispute reasons, which were previously maintained in the Customizing activity Assign Reason Codes for Transaction Types and Context

- Maintenance view

for the corresponding transaction type. The F4 Help has been revised and now references the case reasons and internal case reasons in conjunction with the respective case type selected in the connected FI-CA-Systems.

Determine Reason Codes for ERP to CRM Integration (Previous name: Assignment Reason Code to Subject Code): When entering reasons, you can now only use SAP CRM reason codes to perform mapping to ERP dispute reasons, which were previously maintained in the Customizing activity Assign Reason Codes for Transaction Types and Context

- The maintenance view

for the corresponding transaction types. The F4 Help has been revised and now references the case reasons and internal case reasons in conjunction with the respective case type selected in the connected FI-CA-Systems.

Assign Notes to Transaction Types (previous name: Assignment of Notes to Transaction Type) now contains revised F4 Help that offers you the texts for selection according to the text profile assigned in the transaction

type. Transaction types are only available if they have been maintained in the admissible transaction types for a profile.

Two new maintenance views are also available:

• Enable Replication of Escalation Reasons

•

: You can specify for each transaction type whether escalation reasons are to be replicated to the connected ERP System.

Assign Escalation Reasons

For more information, see CRM_PROVORDERINT_1: Replication of Dispute Data to ERP (Enhanced)

: Assign CRM escalation reasons to ERP escalation reasons.


The existing Customizing settings have been retained and are unchanged in their function. The revision only affects the way in which Customizing data is maintained.


The standard report CRM_ADJREQ_DISPUTE_CHECK_CUST is available for the standard SAP Customizing settings. This report post-edits the data and must be executed when you activate the switch CRM_ISX_INV_2. The report can be used to check that the Customizing settings you have already made are consistent and also to subsequently add any missing BTX classes.


The Customizing settings for the transaction types have been enhanced. The system now also checks the Transaction Classification (BTX_CLASS) field for the transaction type (as was previously the case in specific Customizing activities). The classification ‚D' is used for disputes, and the new classification ‚A' is used for adjustment requests.

If you have your own transaction categories for t he dispute and/or the adjustment request, you must maintain these accordingly in the Customizing settings for transaction types under Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types

The standard SAP Customizing settings have been enhanced accordingly. The following transaction types with their transaction type classifications are used:

.

Dispute CMDC D

Transaction Type (PROCESS_TYPE) Classification (BTX_CLASS)

Dispute CM0C D

Dispute FCDC D

Adjustment Request FCAA A

Adjustment Request FC0A A

See also


CRM_PROVORDERINT_1: Replication of Dispute Data to ERP (Enhanced) Effects on Existing Data

The existing Customizing settings have been retained and are unchanged in their function. The revision only affects the way in which Customizing data is maintained.


The standard report CRM_ADJREQ_DISPUTE_CHECK_CUST is available for the standard SAP Customizing settings. This report post-edits the data and must be executed when you activate the switch CRM_ISX_INV_2. The report can be used to check that the Customizing settings you have already made are consistent and also to subsequently add any missing BTX classes.


The Customizing settings for the transaction types have been enhanced. The system now also checks the Transaction Classification (BTX_CLASS) field for the transaction type (as was previously the case in specific Customizing activities). The classification ‘D’ is used for disputes, and the new classification ‘A’ is used for adjustment requests.

If you have your own transaction categories for the dispute and/or the adjustment request, you must maintain these accordingly in the Customizing settings for transaction types under Customer Relationship Management -> Transactions -> Basic Settings -> Define Transaction Types

The standard SAP Customizing settings have been enhanced accordingly. The following transaction types with their transaction type classifications are used:

.

Dispute CMDC D

Transaction Type (PROCESS_TYPE) Classification (BTX_CLASS)

Dispute CM0C D

Dispute FCDC D

Adjustment Request FCAA A

Adjustment Request FC0A A

See also


SAP CRM for Industries: Utilities

Business Function Utilities Energy Retailer 2 CRM_UT_ER_2: Business Function Utilities Energy Retailer 2

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Utilities Energy Retailer 2

•

(CRM_UT_ER_2) is available. With this business function, you can activate the following new functions:

This function provides you with a new search to determine products and packages that are most suitable for a customer. There is a customizable list of attributes which can be populated with rules. The customer can add new attributes and own rules.

Enhanced Product Proposal (Customer Interaction Center)

For more information see release note Enhanced Product Proposal in the Interaction Center

•

.

In SAP ERP, individual contract accounts can be allocated to a collective bill account so that the customer gets one collective bill instead of several individual bills. Now the collective bill account in ERP is available also in CRM as the collective bill business agreement.

Collective Bill Business Agreement (Customer Interaction Center)

For more information see release note Collective Bill Business Agreement

•

.

With the Utilities Check Cockpit (UCC) you have a new tool to check the stability of your system by running different checks cross-system in CRM and ERP and get an overview of the status of utility-specific objects. You can track the process and trigger follow-up activities.

Utilities Check Cockpit (UCC) (Commercial and Industrial Customers)

For more information see release note Utilities Check Cockpit

•

.

With the enhanced identification function you have the option to display business master data and technical master data on one "screen" with the option to navigate to the respective detailed view.

Enhanced Identification (Customer Interaction Center)

For more information see release note Enhanced Identification

•

.

A new user interface for the creation of service notifications and service orders in SAP CRM is available.

Service User Interface (Interaction Center)

For more information see release note Service User Interface

•

.

This enhancement of the CRM Utilities process framework enables you to flexibly define and execute checks within contract and quotation processes.

Process Framework Check Repository (Tools)

For more information see release note Process Framework Check Repository

•

.

With this mass-tool you can import points of delivery using an external interface into your CRM system.

Data Import Tool [DIT] (Tools)

For more information see release note Utilities Data Import Tool (DIT)

•

.

This function enables the Key Account Manager of a Utility company to keep all versions of a quotation created during the negotiations with the customer in one quotation document in order to keep the overview of all information and ensure a strong position in the negotiations. When the customer finally accepts the quotation, the Key Account Manager creates a contract from the last quotation version.

Quotation Versions (Commercial and Industrial Customers)


In order to be able to use business function Utilities Energy Retailer 2


, you have to activate the SAP ERP Business Function ISU_CA_2.

In order to maintain the Customizing activities for this business function, you have to choose the following navigation paths:

•

•

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> General Settings -> Utilities Check Cockpit

•

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> Technical Objects

•

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utility Industry -> Transactions -> Transaction Settings for Utilities Packages

See also

SAP Customizing Implementation Guide -> SAP Customer Relationship Management -> Industry-Specific Solutions -> Utilities Industry -> Settings for User Interfaces -> Product Proposal

For more information see the SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm

-> SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industries.

CRM_UT_ER_2: Enhanced Product Proposal in the Interaction Center (New) Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2

This function provides you with an intelligent search help for products and packages that are most suitable for a customer. You can define various search criteria and assign them to a search profile. Therefore, you have a customizable list of attributes which can be populated with customer rules.

(CRM_UT_ER_2), the enhanced product proposal in the Interaction Center is available.

The following search criteria are available in the standard system:

• AMI (Advanced Metering Infrastructure) capabilities

• Division

• Consumption

• Country

• Region

• City code

• Premise type

• Product ID

• Risk class

• Validity date

• Up-selling product

• Device type

You can also implement your own attributes.

You can adapt the enhanced product proposal to your requirements using the BAdI CRM_IUICPRP_BADI (BAdI: Enhanced Product Proposal

Example: You want to sell a new product to a known customer. Information like the address and risk class can be determined from the existing data and is written to the attribute at runtime.

). The rules in this BADI determine, for example, which data is written to the attribute at runtime.

According to the entries in the search criteria, the system creates the following lists:

• A list of products which best fit the attributes in the search list

• A list of packages which best fit the attributes in the search list

What is the best fit and what products and packages are entered in the results list is again determined by the rules in BAdI CRM_IUICPRP_BADI . You can implement your own rules here.

In the standard configuration the results list does not contain prices.


You make the settings for the enhanced product proposal in Customizing for Customer Relationship Management under

See also

Industry-Specific Solutions -> Utility Industries -> Settings for User Interface -> Product Proposal.

For more information see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the

Utilities Industries -> Functions for the Interaction Center Agent (Utilities Industry) -> Enhanced Product Proposal

.

CRM_UT_ER_2: Collective Bill Business Agreement Use

As of SAP enhancement package 2 for SAP CRM 7.0, business function Utilities Energy Retailer 2 (CRM_UT_ER_2), the function of the collective bill business agreement is available.

In SAP ERP, individual contract accounts can be allocated to a collective bill account so that the customer gets one collective bill instead of several individual bills. Now, the integration of the collective bill account into SAP CRM provides you with the possibility to make use of the collective bill business agreement.


The collective bill in the backend system combines several documents, such as print documents or budget billing requests. The total of these documents is posted statistically to a collective bill account. The collective bill document number and, therefore, the collective bill document (or collective bill plan) are created successively for the creation of posting documents that belong to a collective bill. This applies to bill documents from invoicing and to partial bill documents for budget billings. If the statistical budget billing procedure is used, the collective bill plan can be created during print document creation for the budget billing requests.


You make the settings for the collective bill business agreement in Customizing for SAP Customer Relationship Management under Master Data -> Business Partner -> Business Agreement

•


• Map Classes for Assignment to Collective Bill Business Agreement

Define Business Agreement Class

• Creation of Business Agreement

See also

-> Allocate Business Agreement Class

For more information see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under

SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center Agent (Utilities Industries) -> Collective Bill Business Agreement.

CRM_UT_ER_2: Utilities Check Cockpit Use

As of SAP CRM 7.0 enhancement package 2, business function Utilities Energy Retailer 2


(CRM_UT_ER_2), the Utilities Check Cockpit is available. Using the Check Cockpit you have the possibility to run different cross-system checks in ERP and CRM and get an overview of the status of utilities-specific objects. You can track the process and trigger follow-up activities.

You make the settings for the Utilities Check Cockpit in Customizing for SAP Customer Relationship Management under Industry-specific Solutions -> Utilities Industry -> General Settings -> Utilities Check Cockpit -> Define Settings for Utilities Check Cockpit

See also

.

For more information see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Key Account Manager (Utilities Industry) -> Utilities Check Cockpit

.

CRM_UT_ER_2: Enhanced Identification Use


• Strict separation between technical and business master data also on the user interface

(CRM_UT_ER_2), the enhanced identification screen is available. You can use the following functions:

• Integration of IS-U business object trees

• Use of IS-U business object trees for displaying detailed information about the identified business partner

for displaying business master data (business partner, business agreement, contract)

• Use of different search functions for searching for business master data (business partner, business agreement, contract) by using the workbench profiles


You make the required settings for the enhanced identification screen in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Utility Industries -> Settings for User Interfaces -> Identification -> Define Identification Profiles

See also

.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm -> SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management-> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industries -> Functions for the Interaction Center Agent (Utilities Industries -> Account Identification (IS-U/CRM criteria)

.

CRM_UT_ER_2: UI for Creation of Service Notifications and Orders Use


When the interaction center agent has identified the account and his data environment in the system and has chosen the object context menu, the user interface for the creation of service orders or service notifications opens automatically. The interaction center agent can enter the details for the service order/notification, for example description and damage cause, and save the order/notification.

(CRM_UT_ER_2), the new user interface for the creation of service orders and service notifications is available.

The service department takes care of the subsequent processing.


You make the settings for the user interface for creating service notifications and orders in Customizing for Customer Relationship Management under Industry-specific Solutions -> Utility Industries -> Settings for User Interface -> Maintain Parameters for Service Orders and Service Notifications

See also

.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal at http://help.sap.com/crm under SAP CRM 7.02 -> Application Help -> SAP Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry -> Functions for the Interaction Center Agent (Utilities Industry) -> Service Order/Service Notification

.

CRM_UT_ER_2: Process Framework Check Repository Use


The Utilities Process Framework can be used to process CRM documents using a standard interface. You can make Customizing settings here to control the process flow, perform configuration using parameters and use the corresponding implementation classes to create a customer-specific program logic. Previously, you could only assign one implementation class for each process at process header level and one implementation class at document item level. The enhancement option of assigning additional checks to a process was created by enhancing the source code for the corresponding methods in these classes. It was necessary to extend or modify the source code for the respective process implementation class for the respective events (such as IS_EXECUTABLE or ON_PRODUCT_CHANGED).

(CRM_UT_ER_2), enhancements of the CRM Utilities process framework enable you to flexibly define and run checks in contract and quotation processes.

Introducing the check repository allows process-independent definition of checks. You can configure a check ID with a dedicated implementation class for each check in Customizing. The interface signature of the implementation class corresponds to the existing process implementation class methods IS_EXECUTABLE or IS_COMPLETE, which means that you can convert existing check routines by simply copying the source code.


You make the settings for the enhanced product proposal in Customizing for Customer Relationship Management under Industry-Specific Solutions -> Utility Industries -> Settings for User Interface -> Transaction Processing -> Processes -> Define Processes

See also

.

You can find further information in the documentation of the activity Define Processes under the Customizing path Customer Relationship Management under

Industry-Specific Solutions -> Utility Industries -> Settings for User Interface -> Transaction Processing -> Processes.

CRM_UT_ER_2 Utilities Data Import Tool (New) Use

As of SAP enhancement package 2 for CRM 7.0, business function CRM_UT_ER_2 Utility Energy Retailer

•

, the following features are available for the Utilities Data Import Tool:

You can now use the step-by-step guided user interface (UI) of the import wizard for creating data for a large number of service locations or points of delivery (PoD).

Easy-to-use import wizard for creation of service locations

• You can import data that is not in a fixed format. For example, data in a csv (comma separated value) file or a Microsoft Office Excel (MS Excel) file.

Support for import of data that is not in fixed format

• Data from the import file is checked for duplicates and correctness against existing service locations or points of delivery in the SAP CRM system, and the information is updated accordingly.

Update of existing service locations

• You can use the imported service locations or PoDs to create a PoD set. Assignment of imported data


You make Customizing settings in the following Customizing activities:

•

• Assign Import Object to Design Object

Define Import Objects

•

• BAdI: Define Additional Behavior for Import Data

Execute Deletion Report

Business Function Utilities Quantity Determination CRM_UT_QD_2: Utilities Quantity Determination

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Utilities Quantity Determination

This business function displays the quantity determination information in the meter reading views in SAP CRM.

(CRM_UT_QD_2) is available.

We only recommend activating this business function if you are also using SAP Utilities in the ERP System, where you have activated the business function Quantity Determination (ISU_QD_1) to use the quantity determination procedure

The meter reading views are embedded in the following business transactions:

Quantity Determination During Meter Reading.

• Meter Reading Entry

• Change of Budget Billing Amount

• Bill Correction

• Contract and Quotation Management

• Accelerated Move-In/Accelerated Move-Out

See also

SAP Library for SAP ERP under SAP ERP Enhancement Packages -> ERP Central Component Enhancement Package 6 -> Business Functions -> Industry Business Function Sets -> Utilities -> Utilities, Quantity Determination

.

Business Function Demand Side Management CRM_UT_DSM_1: Business Function Demand Side Management (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the business function Demand Side Management

• Define energy efficiency and demand response programs

(CRM_UT_DSM_1) is available. With this business function, you can create and manage demand side management (DSM) programs, applications and agreements. More specifically, you can carry out the following functions:

• Create applications for programs

• Review applications for programs

• Manage the program enrollment process by creating agreements

• Process a program's incentives, more specifically, pay or distribute an incentive as specified in an agreement, and carry out any associated business processes

• Monitor and analyze program performance

Role

The DSM Program Manager (SAP_CRM_UIU_UTIL_DSM_PROG_MGR


) role is available in SAP CRM to allow you to perform the functions listed above.

After you activate this business function, you can access DSM agreements and applications by way of a utilities customer's account in the CRM WebClient UI.

When an incentive is processed the associated billing request item (BRI) data can be sent to the FI-CA component of SAP ERP. Alternatively, this data can be sent to a third party billing system by way of SAP Enterprise Services.


To implement SAP Demand Side Management, you must make the settings as specified in SAP Solution Manager (In the business process repository, select Solutions/Applications --> SAP for Utilities --> Scenarios --> Demand Side Management

In addition, you need to make settings in Customizing, as specified in the section

).



.

To implement SAP Demand Side Management, you must make the following settings in Customizing for SAP Customer Relationship Management:

• Define Status Profile for User Status

• Define Residence Time for Archiving Programs

Used to define user statuses for programs, applications and agreements

• Define Residence Time for Archiving Applications and Agreements

Used to define the residence time that a program must remain in the system before you are able to archive it

• Define Program Types

Used to define the residence time that an application or agreement must remain in the system before you are able to archive it

• Define Authorization Groups

Used to define program types, which are categories under which you can classify programs

Used to define authorization groups

• Define Allowed Object Types

• Define Program Profiles

Used to define the business object types (for example, applications or agreements) that can be assigned to a program

• Define Program Goals

Used to create a program profile

• Define Default Product Category for Measures

Used to define program goals

• Define Account Assignment Groups

Used to define the default product category for the selection of measures

• Define Incentive Process Types

Used to define account assignment groups for incentives

• Create Confirmation or Rejection Letters

Used to define incentive process types, which define the product categories from where you can select product incentives, and the business process to be carried out when the incentive is paid or provided

• Define Transaction Types

Used to create customized letters in the form of Smart Forms objects to confirm or reject a customer's participation in a program

• Define Questionnaires

Used to define transaction types, which define the attributes and characteristics of a business transaction and the controlling attributes. A transaction type controls how a specific business transaction is processed

• Define Determination for Questionnaires

Used to define questionnaire templates

• Define Zero Tax Code for Invoicing

Used to define determination rules for questionnaires in activities

• Define Item Category Determination for Billing Request Items

Used to assign a zero tax code for a country

You can also enhance the functionality of the SAP Demand Side Management solution by way of business add-ins (BAdIs):

Used to determine the item category for billing request items (BRIs).

• BAdI: DSM Program Validation

• BAdI: Processing Methods

Used to define additional validations to carry out when you save a program

• BAdI: Context Filler for BRFplus Functions in DSM

Used to create your own business add-in implementations for processing methods

• BAdI: Check for Goal Contribution Quantity

Used to provide context-specific data for BRFplus functions used in SAP Demand Side Management

• BAdI: Integration of FI-CA for DSM

Used to implement a check for the quantity of goal contributions

See also

Used to change the data that SAP CRM sends to SAP ERP Central Component (ECC) to create a billable item for a billing request item in an agreement

• For more information on SAP Demand Side Management, see SAP Library for SAP

Customer Relationship Management at http://help.sap.com/crm under Customer Relationship Management -> SAP CRM for Industries -> Utilities -> Functions for the Utilities Industry --> Demand Side Management

• For more information on sending DSM billing information to the SAP ERP system (specifically, the FI-CA component), see the release note "Billing Integration for DSM in Contract Accounts Receivable and Payable (New)" (technical name

.

ISU_606_DSMINT) in the SAP ERP system.

Business Function-Independent Features

Master Data Price Calculation Details (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, you can view price details for items. For example, you can analyze prices and determine how the following are calculated:

• User exits If user exits are used, you can determine how the system uses user exits to calculate prices. For example, you can determine if condition values are changed by condition value formulas.

• Currency conversions

• Scales If scales are used, you can determine which condition rates are set by scales.

• Condition exclusions

• Quantity conversions You can view sales unit to base unit conversions and condition unit to base unit conversions.

Prerequisites

You have entered the user parameter PRC_CALC_TRACE and the parameter value X


in your user preferences (transaction SU3).

In order items, you can choose to view details of prices in the Price Details


assignment block.

See also

SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm

. Choose a release. In SAP Library, choose Master Data -> Products -> Functions -> Prices.

Basic Functions Performance of Item List Processing (Enhanced)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, the item list has been enhanced to allow for faster processing when using the following business transactions:

• Sales order

• Service order

• Package quotation

• Sales order quotation

Product Configurator Processing (Enhanced) Use

As of SAP enhancement package 2 for SAP CRM 7.0, the architecture between the business transaction, product configurator, and pricing engine has been simplified.

With this architecture, the prices displayed for the sub-items of multi-level configurable items in the product configurator UI and the sales order may differ. For more information about this behavior, see SAP Note 1533959.

Note

If the display and generation of prices in the Product Configuration UI is not required, you can suppress this to improve even more the product configurator processing. To do this, make the settings in Customizing for

Example

Customer Relationship Management -> Basic Functions -> Product Configuration -> Define XCM Application Configurations

. For more information, see the Customizing documentation.

Tax Calculation on Item Level (Enhanced) As of SAP enhancement package 2 for SAP CRM 7.0, new condition types for tax calculation on item level make it possible to avoid using a group condition, such as 0TTE

These new condition types offer the following:

, when there is no legal requirement for calculating tax on header level.

• Item level tax calculation for net prices (condition type 2TTE)

• Item level tax calculation for gross prices (condition type 3TTE)

• Display of tax calculation during editing

Business Transactions with Less Than 100 Tax-Relevant Items To optimize performance time for editing with these new condition types, deactivate fast group condition processing (FGCP), if possible. If FGCP is required, note that for documents with less than 100 tax-relevant items, performance time for editing is slightly slower.

Recommendation

•

Prerequisites

2TTE SAP delivers both the new condition type,

(Tax calculation on item level for net prices) 2TTE, and the corresponding sample pricing

procedure 0CRMUS comprising the condition type 2TTE and formula 11004

•

.

3TTESAP delivers both the new condition type,

(Tax calculation on item level for gross prices) 3TTE, and the corresponding sample pricing

procedure 0CRMUG comprising the condition type 2TTE and formula 11004

To use the new condition type, copy the relevant sample pricing procedure in Customizing for Customer Relationship Management under Basic Functions -> Pricing -> Define Settings for Pricing -> Create Pricing Procedure

.

Parallel Processing for Price Lists (New for SP02) Use

As of the following releases, you can use parallel processing to increase system performance during the creation and repricing of price lists (that is, net price lists):





• If you want to enable parallel processing for price lists and use the settings in the standard system, you can enable parallel processing in the Customizing activity Enable Parallel Processing for Price Lists

• If you want to enhance parallel processing for price lists, you can change the settings in the standard system by implementing BAdI: Configure Parallel Processing for Price Lists

.

. When you implement this BAdI, you override the settings in the Customizing activity Enable Parallel Processing for Price Lists

See also

.

• SAP Note 1604836

• SAP Library on SAP Help Portal at http://help.sap.com/crm -> Choose a release -> Application Help -> Basic Functions -> Pricing -> Condition Record -> Price Lists

.

Asynchronous Update for ERP Sales Documents (New for SP03) Use

As of the following releases, you can enable the system to asynchronously update ERP sales documents:




Database updates that are triggered by a business user saving are executed as soon as an update process is available on the server. In the meantime, business users can continue working with the application.

Prerequisites

You have connected SAP CRM to SAP ERP and you have implemented one of the following releases (or higher) of SAP ERP:

• Enhancement package 3 (SP10) of SAP ERP 6.0




For lower releases of SAP ERP, see SAP Note 1663980.


To use asynchronous update for ERP sales documents, you must activate asynchronous update in Customizing activity Define Profiles for ERP Sales Transactions

See also

.

• For more information about asynchronous updates for ERP sales documents for SAP enhancement package 1, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core. Choose SAP Enhancement Package 1 for SAP CRM 7.0. In SAP Library, choose Basic Functions -> Business Transaction -> Asynchronous Update for ERP Sales Documents

• For more information about asynchronous updates for ERP sales documents for SAP enhancement package 2, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm-core

.

. Choose SAP Enhancement Package 2 for SAP CRM 7.0. In SAP Library, choose Basic Functions -> Business Transaction -> Performance Optimization for Business Transactions -> Asynchronous Update for ERP Sales Documents

• SAP Note 1679173

.

• SAP Note 1663980

Marketing Create Target Group from Account and Contact Search (New for SP03)

Use

As of the following releases, you can create a target group for marketing from the search result list for accounts and contacts:




• SAP CRM 2007 SP11

You select the accounts or contacts that you want to include in your target group and click Create Target Group

Note that if you search for all accounts, the

. You can then enter the basic data for your target group and save it. This feature enables you to quickly create a target group independently of segmentation and other marketing processes.

Create Target Group

To make the

button is not available. This ensures that inconsistent, mixed target groups of individual accounts and corporate accounts cannot be created.

Create Target Group button available to business users, you need to make the Customizing settings described below. Note:


The button is only active if the business user has authorization for segmentation.

To enable the Create Target Group

• Activate the parameter CREATE_TG_ALLOWED in the parameter profile for roles. You do this in Customizing for

button for business users, you need to do the following:

Customer Relationship Management under UI Framework -> Technical Role Definition -> Define Parameters by entering X or TRUE

• Ensure that the parameter is assigned to the appropriate parameter profile and, via the function profile, to this appropriate business role.

as the value for the parameter.

In the standard delivery, the parameter is assigned to the parameter profiles MKT_PRO and SALES_PRO. These parameter profiles are assigned to the business roles Marketing Professional and Sales Professional

via the function profile PARAMETERS. You can assign this function profile to your own business roles, if it is not yet assigned.

Sales Reason for Status for Sales Orders and Quotations (New)

Use

As of SAP enhancement package 2 for SAP CRM 7.0, you can view reasons for statuses for sales orders and quotations on the WebClient UI. When statuses of orders or quotations change (and you have made settings in Customizing for different subject profiles), the system updates the dropdown list for reasons for statuses. You can then enter and save the new reasons for statuses.

Note that you could previously view reasons for statuses for opportunities to evaluate the results of opportunities (that is, won or lost). For more information, see SAP Library on SAP Help Portal at http://help.sap.com/crm. Choose SAP EHP2 for SAP CRM 7.0 -> Application Help -> Sales -> Opportunity Management -> Reason for Status


.

Use the UI Component Workbench (transaction bsp_wd_cmpwb) to add the Reason for Status


field to the details view for sales orders (component BT115H_SLSO) and quotations (component BT115QH_SLSQ).

To enable the system to display reasons for statuses, you must make the following settings in Customizing for Customer Relationship Management

• Make the settings (for example, define a subject profile) in the Customizing node :

Define Activity Reasons

• Assign subject profiles for reasons for statuses (that is, the reasons for outcomes of activities) to each status for each activity type in the Customizing activity Assign Status and Subject Profile for Each Transaction Type

. The system displays the code text as the reasons for statuses on the WebClient UI.

See also

. Note that you can reuse existing settings.

SAP Library on SAP Help Portal at http://help.sap.com/crm -> Choose SAP EHP2 for SAP CRM 7.0 -> Application Help -> Sales -> Sales Quotation and Order Management -> Reason for Status

Billing Plan Assignment Block on the WebClient UI (Enhanced for SP02) Use

As of the following releases, the system shows the assignment block for billing plan processing (periodic and milestone billing plans) on item level of CRM sales quotations in SAP CRM:





To use billing plans, you must have made settings in the following Customizing activities:

•

• Define Customer Billing Plan Procedure

Define Billing Plan Types

• Assign Billing Plan Type to Business Transaction Type

• Assign Billing Plan Type to Item Category

See also

• For information about billing plans, see SAP Library for SAP CRM on SAP Help Portal athttp://help.sap.com/crm -> SAP CRM -> Choose a release -> Application Help -> Basic Functions -> Billing -> Billing Plans

• For information about implementing this enhancement in previous releases, see SAP Note 1622426.

.

ERP Documents for Activities and the WebClient UI (Enhanced for SP02) Use

As of the following releases, the use of ERP sales orders, quotations, and quantity contracts


in SAP CRM has been enhanced:



When you create ERP sales orders, quotations, and quantity contracts using SAP CRM and you create CRM business activities or tasks as follow-ups to these ERP sales documents

• Assignment block for transaction history

, the system shows your CRM business activities or tasks in the following:

• Document flow

of ERP sales orders, quotations, and quantity contracts in SAP CRM

shown in SAP ERP (transactions VA02, VA22, and VA42

See also

)

• For more information about this enhancement, see the following:

- SAP Note 1639521

- SAP Note 1639733

- SAP Note 1639738

• For more information about ERP sales orders, quotations, quantity contracts, and follow-ups in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm -> SAP CRM -> Choose a release -> Application Help -> Sales -> Sales Quotation and Order Management -> Sales Transactions -> Entry of ERP Sales Transactions in SAP CRM

• For more information about creating and changing ERP sales documents in SAP CRM, see SAP Note 1236015.

.

Billing Plans for ERP Sales Documents in SAP CRM (New for SP02) Use

Previously, you could create and change ERP sales documents (for example, ERP sales orders) in SAP CRM. As of SAP enhancement package 1 (SP08) for SAP CRM 7.0 and SAP enhancement package 2 (SP02) for SAP CRM 7.0, you can create and change billing plans (periodic and milestone) for ERP sales orders and ERP quantity contracts

If you want to create milestones using WBS elements

in SAP CRM.

or network

Prerequisites

as selection criteria, you must create these milestones in SAP ERP.

• You run SAP ERP and have implemented enhancement package 5 for SAP ERP 6.0 (or a later release).

• You have activated business function Sales and Distribution 02 (LOG_SD_CI_02) in the SAP ERP back end. For more information, see SAP Library for SAP ERP on SAP Help Portal at https://help.sap.com/erp -> SAP ERP -> SAP ERP Central Component -> SAP Enhancement Package 5 for SAP ERP 6.0 -> Application Help -> Business Functions (SAP Enhancement Package 5 for SAP ERP 6.0) -> Business Functions in SAP ERP -> Enterprise Business Functions -> Logistics -> Sales and Distribution -> Sales and Distribution 02


.

• To use ERP sales orders and quantity contracts, you must make settings in Customizing for SAP ERP under Sales and Distribution -> Billing -> Billing Plan

• To view the assignment block for billing plans, you must add the assignment block using personalization.

.

See also

• For more information about creating and changing ERP sales documents in SAP CRM, see SAP Note 1236015.

• For more information about ERP billing plans, see SAP Library for SAP ERP on SAP Help Portal at https://help.sap.com/erp -> SAP ERP -> SAP ERP Central Component -> Choose a release -> Application Help -> SAP ERP -> SAP ERP Central Component -> Logistics -> Sales and Distribution -> Billing (SD-BIL) -> Billing -> Billing Plan (SD-BIL-IV)

• For more information about billing plans for ERP sales documents in SAP CRM, see SAP Library for SAP CRM on SAP Help Portal at https://help.sap.com/crm

.

-> SAP CRM -> Choose a release -> Application Help -> Basic Functions -> Billing -> Billing Plans -> Billing Plans for ERP Sales Documents

.

Usability Improvement of IC Agent Work Mode (Enhanced for SP02)

Interaction Center

Use

As of the following releases, the interaction center agent work mode has been enhanced:




The interaction center agent can choose the agent work modes from a simplified dropdown list containing all available work modes.


To use the dropdown list containing all available work modes, use the Customizing activity Define Communication Management Software Profiles and change the setting under Work Mode Selection

.

DTMF Pad (New for SP02) Use

As of the following releases, the DTMF pad is available in the interaction center:




You can configure the standard DTMF pad in your toolbar profile.


To configure the standard DTMF pad, use the following Customizing activities:

• Define Dual Tone Multi Frequency (DTMF) Tones •

Define Toolbar Buttons

Interaction Center Agent Dashboard (Enhanced for SP02) Use

As of the following releases, the interaction center agent dashboard has been enhanced:




Interaction center agents can use the interaction center agent dashboard to assign and unassign themselves to channels and/or queues at runtime. The usability of the agent dashboard was also improved and it now provides fully configurable views.


You have to check with your CMS provider whether your connector version supports the assignment to channels and/or queues by agents at runtime.


To allow agents to assign themselves to channels and/or queues at runtime using the agent dashboard, use the Customizing activity Define Communication Management Software Profiles and change the settings under Manual Channel and Queue Assignment

.

Options for Displaying HTML Mail (Changed for SP02) Use

As of SAP enhancement package 2 (SP02) for SAP CRM 7.0, you can use enhanced settings for the e-mail profile that control the display of HTML mails within the interaction center. We strongly recommend that you review these settings as they affect the security of your system.


To review the HTML display settings, use the Customizing activity Define E-Mail Profiles

See also

.

For more information, see the Security Guide for SAP enhancement package 2 for SAP CRM 7.0 under http://service.sap.com/securityguide -> SAP Business Suite Applications -> SAP CRM

.