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Setting up a Best-Run

Interaction Center

Best Practices Guide

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Table of Contents
Copyright ......................................................................................................................................... 2

Icons in Body Text ........................................................................................................................... 3

Typographic Conventions ................................................................................................................ 3

Table of Contents ................................................................................................................................ 5

1. Introduction ...................................................................................................................................... 7

2. Reference Material........................................................................................................................... 9

2.1. Overview Presentation of SAP CRM for Utilities ..................................................................... 9

2.2. SAP Solution Manager ............................................................................................................ 9

2.3 Application Help ....................................................................................................................... 9

2.4. Other Guides and Cookbooks ................................................................................................. 9

2.4.1 Documents Related to Data Replication Between CRM and IS-U ................................ 9

2.4.2 Documents Related to Special Topics Covered in This Guide .................................... 10

2.4.3 Documents Mainly Related to the Scenario Selling of Energy Supply Products
(Interaction Center) ................................................................................................................ 10

2.5 RKT Information ..................................................................................................................... 10

3. Important Design Considerations .................................................................................................. 11

3.1 WebClient User Interface....................................................................................................... 11

3.2 Architecture and Business Roles ........................................................................................... 12

3.3 Usability Guidelines ............................................................................................................... 14

3.4 Enhancement Concept .......................................................................................................... 14

3.5 Transaction Launcher calls .................................................................................................... 15

4. Managing Accounts and Business Agreements ............................................................................ 16

4.1 Searching for Accounts.......................................................................................................... 16

4.2. Choosing the Right Customizing Settings for Account Identification .................................... 16

4.3. Detecting Specific Situations Using Alerts............................................................................. 18

4.4 Creating Accounts ................................................................................................................. 19

4.4.1 Having the Right Fields on the Screen ........................................................................ 19

4.4.2 Setting Default Field Values When Creating a New Account ...................................... 20

4.5 Managing Contact Persons and Account Details .................................................................. 20

4.6 Managing Business Agreements ........................................................................................... 20

4.7 Creating Interaction Records ................................................................................................. 20

5. Managing Service Locations .......................................................................................................... 22


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5.1 Setting up Data Replication Between CRM and IS-U (ECC) ................................................ 22

5.1.1. Having the Right Fields on the Screen ........................................................................ 23

5.1.2. Accessing the Service Location Workbench................................................................ 24

5.1.3. Customizing for the Service Location Workbench ....................................................... 24

5.1.4. Premise Address .......................................................................................................... 28

5.1.5. Changing Address Format in a Tree ............................................................................ 28

5.1.6. Changing the Presentation of an Address for a Specific Country ............................... 29

6. Account Overview .......................................................................................................................... 31

6.1. Configure the Business and Technical Data Environment Trees .......................................... 31

6.2 Adding Context Menu Actions ............................................................................................... 32

6.3 Enabling the Object Context Menu in the Tree Profile .......................................................... 33

6.4. Adding a Context Menu Action to a UI Object ....................................................................... 33

6.5. Adding One-Click Actions (OCA) ........................................................................................... 34

6.6. Enhancing Trees by Introducing New Entities ....................................................................... 35

7. Billing Information and Correction .................................................................................................. 38

8. Maintaining Budget Billing Plans ................................................................................................... 39

9. Financial Inquiries in the Interaction Center .................................................................................. 40

10. Collections in the Interaction Center .......................................................................................... 41

11. Service Management in the Interaction Center (Utilities ERP) .................................................. 42

12. Entering Meter Reading Results................................................................................................. 43

12.1 Disable or Enable Meter Reading Function for Utility Contracts and Utility Quotations ........ 43

12.2 Showing Meter Reading Function as Default Subview ......................................................... 43

12.3 Creating a Meter Reading as a Periodic Meter Reading ....................................................... 44

12.4 Influencing Meter Reading History ........................................................................................ 45

13. Customer Requests Disconnection/Reconnection (AMI) ........................................................... 46

14. Managing Meter Events and Text Messages (AMI) ................................................................... 47

15. Outlook ....................................................................................................................................... 48

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1. Introduction
Running an efficient utilities contact center requires a well-tuned software solution to support the fast
paced work environment of call center agents. Important KPIs, for example, average call handling time
by process, first call resolution percentage or customer satisfaction, are driven by the quality of the
contact center application implementation. Quick and powerful searches, easy to use data
maintenance screens, comprehensive customer and premise overviews, and the availability of tailored
processes drive the productivity of the call center.

This guide focuses on the best practices for a call center using SAP CRM for Utilities. It is applicable
for new installations and upgrades to the SAP CRM IC WebClient for Utilities.

On the one hand, SAP solution management has noticed an increase in the number of questions
regarding the best practices of a call center implementation over the past few years. On the other
hand, the market has changed and, with it, the solution. Different market roles require very different
call center processes. For example, a retailer does not have any ownership and often no access to
premise-related data; processes are focused on the customer. This is very different from a distributor
or integrated utility where the focus of the call center agent is often always on the existing premise.

The SAP solution for a utilities interaction center has gone through several evolutionary steps in order
to support increased flexibility. These steps include an enhanced user interface, improved process
design, a change to the underlying technology, and with that, the integration with related applications:

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A successful implementation of the SAP CRM for Utilities Interaction Center solution depends highly
on available knowledge to the implementing team:

Knowledge of the standard functionality, including enhancement options


Knowledge of best implementation practices
Knowledge of and access to all information objects provided by SAP

This guide allows you to understand the SAP solution and serves as a complement to information
sources in many different locations.

Use this document to:

Learn about functional and technical details of all relevant utilities call center processes
Understand best practices, tips and tricks, and enhancement options
Improve your call center implementation
Avoid usability, process and performance issues

Scope of this document:

This guide discusses all relevant call center processes, excluding details about the defining and selling
of energy supply products in contract management. Please refer to the separate guides (cookbooks)
listed in the reference section of this document.

Feedback, questions, comments:

Please do not hesitate to contact the responsible product owner Michael Ernzerhoff
(michael.ernzerhoff@sap.com) or the solution owner Robert Straubinger
(robert.straubinger@sap.com) directly.

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2. Reference Material
2.1. Overview Presentation of SAP CRM for Utilities
An updated SAP CRM overview presentation is available on SAP Service Marketplace. The structure
of its main part is similar to chapter 4 of this document. It also briefly covers the scenarios Selling of
Energy Supply Products (Interaction Center), Selling of Energy Supply Products (Key Account
Manager), and summarizes new features available with EhP2 (including Demand Side Management).

2.2. SAP Solution Manager


The related scenarios in SAP Solution Manager are:

Customer Interaction Management (Interaction Center)


Selling of Energy Supply Products (Interaction Center)

This best-practices guide focuses on the Customer Interaction Management (Interaction Center)
scenario. SAP is planning to change the structure of this scenario, this document already matches the
new structure in SAP Solution Manager.

We do refer to other scenarios in SAP Solution Manager when they are relevant for a contact center.
Many documents listed below (in the subsection Other Guides and Cookbooks) already provide
valuable information for these scenarios.

2.3 Application Help


Component-based documentation for all functions and processes that are supported by this product
can be found here.

2.4. Other Guides and Cookbooks


There are various guides and cookbooks published on the SAP Service Marketplace. You can find the
relevant Cookbooks and Guides under SAP for Utililties - Product Information SAP CRM for Utilities
Cookbooks&Guidelines.

2.4.1 Documents Related to Data Replication Between CRM and IS-U


Prior to running SAP CRM for Utilities integrated with IS-U (ECC) system, you need to make sure that
affected master data are replicated correctly between both systems. The following documents contain
useful information helping you to set up replication:

IS-U-Specifics on the Set-up-and-Load-Guide for the Business Partner


IS-U Specifications for the Set-Up and Load Guide for Business Partner Relationships and
Partner Roles
Set Up and Load Guide for Business Agreement / Contract Account
IS-U/CRM Integration: Replication of Technical Objects
IS-U Master Data Templates
IS-U/CRM Contract Integration
Replication of Business Partner Activities in CRM Activities
Error Handling in SAP IS-U for the Replication of Utility Contracts and Technical Objects from
SAP CRM, and for Parked Documents

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2.4.2 Documents Related to Special Topics Covered in This Guide
We will refer to these documents when covering related topics in this guide:

IS-U/CRM Integration: How to Add Further Fields to Business Agreements in SAP CRM 2007
and SAP CRM 7.0
How to use the BOL Tree

2.4.3 Documents Mainly Related to the Scenario Selling of Energy Supply


Products (Interaction Center)
There are several useful documents available for contract management and related topics, which are
part of the scenario Selling of Energy Supply Products (Interaction Center) in the SAP Solution
Manager.

Utilities Process Framework


Define Products and Product Packages in the Utilities Industry
Selling of Products and Product Packages in the Utilities Industry

2.5 RKT Information


The Ramp-Up Knowledge Transfer program delivers product- and task-related knowledge to
experienced SAP and partner consultants. It enables them to support ramp-up projects for the
newest release/enhancement package deliveries to the customer. Please see
http://service.sap.com/rkt for more details.

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3. Important Design Considerations
3.1 WebClient User Interface
SAP CRM provides a modern and attractive user interface. It is tailored to the business needs of the
professional user, and can be easily personalized to the needs of individual users.

SAP delivers a set of views within each business role. Unlike the transactions in the SAP WinGUI, the
WebClient views no longer contain each and every field. Specifically in the IC WebClient roles, views
are designed to show only the information that is needed in the process context by the call center
agent.

During an implementation, it is important to understand and use the view configuration and
enhancement tools and adjust the views to the users specific needs.

Screen shot: View configuration

If the IC WebClient call center solution is implemented as an upgrade from the IS-U CIC or the CRM
CIC version 5.0 or older, a functional upgrade is required. It is not possible to perform a technical
upgrade due to the changes to the WebClient UI. Every call center process that is related to the user
interface will most likely change during this upgrade. It is still possible to run some of the transactions
that were used before an upgrade with the transaction launcher (see chapter below), however, the
risks have to be considered.

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3.2 Architecture and Business Roles
The IC WebClient for Utilities requires a CRM footprint and connects SAP CRM with ECC in two ways:
first, through the middleware for replicated data objects (for example, business partners), and second,
through direct RFC calls to handle all non replicated objects(for example, to display invoices or
manage open items).

SAP delivers two main types of business roles for the call center, the full roles (UTIL_IC and
UTIL_IC_REG) and the lean role (UTIL_IC_LEAN).

The lean IC role is linked to a limited SAP CRM data model, accelerated move-in/out processing,
limited search and simple overview views.

The full IC role is linked to a full SAP CRM data model, contract management and enhanced overview
views.

Graphic: Data Model using the full role

It is important to consider carefully which role to choose when implementing the call center. A key
element is whether contract management is being used or whether the move-in/out processes are
needed.

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Graphic: Comparison of 3 ways to manage energy contracts

Utilities contract management has been available since SAP CRM 4.0 SIE and received a new user
interface and framework with SAP CRM 5.2. Contract management is suitable for all scenarios in
regulated or deregulated markets. Only contract management provides a simplified view (account -
contract premise) to the call center agent. Contract management enables improvements to account
identification, account overviews, and service location views.

The option that SAP recommends is the full role with contract management; since CRM 7.0 all new
and enhanced functions are only available in the full role

The lean role containing the views for the accelerated move-in/out is now in maintenance mode. It is
still an option and is fully supported.

Calling the IS-U transaction EC60 is technically possible with the transaction launcher but should be
avoided because this can result in locking issues and/or performance issues (related to the use of the
transaction launcher).

The two roles UTIL_IC and UTIL_IC_REG are examples designed for Utility companies that sell
energy and use contract management (as described above). UTIL_IC is a more appropriate role for
retailers operating in an environment with market communication, whereas UTIL_IC_REG is
appropriate for integrated companies which do not need market communication.
UTIL_IC_REG,contains processes such as disconnection and service management, and objects like
devices and registers. The role UTIL_IC (contrary to UTIL_IC_REG) contains device info records,
switch documents for market communication, and no logistical processes. Of course, there are also
large overlaps between the roles like the identification function.

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3.3 Usability Guidelines
The WebClient UI provides the best usability, newly improved processes, and many options for
configuration and enhancement. It is important to understand the delivered views and processes that
are included with the utilities business roles. A failure to properly implement delivered standard
WebClient UI processes often leads to bad process design. It is advised to avoid retrofitting
transactions and old style processes into the WebClient design. Instead, design according to your
business needs while emulating the style of the WebClient UI. In general, when compared to a
WinGUI implementation, the WebClient requires fewer screens per process and can be tailored much
more precisely.

Enhancing standard views and creating customized WebClient views always provides the highest
usability to call center agents.

3.4 Enhancement Concept


Enhancing the WebClient is much easier than enhancing a transaction. If an implementation requires a
certain function that is not available in the standard view, enhancements or workarounds are used.

For upgrade projects, it is important to know that old and new enhancement techniques do not always
mix well. Failure to use new enhancement tools leads to bad technical design, restricts functional
design and usually comes at a higher overall cost. It is therefore important to learn about the
possibilities of the component workbench.

Here are some examples of typical enhancements:

Requirement: Display Credit Worthiness field in the Account Overview

Background: This field is not available in a WebClient view. Instead, SAP standard delivers the credit
management information.
Solution A: Use the workbench and create an enhancement to read the field. Use the UI configuration
tool to display the field in the view linked to the account.
Solution B: Use the transaction launcher as a workaround if this process is not used very often.

Requirement: Create, display and change clarification cases in the call center

Solution A: Use the workbench to create a BOL enhancement to query and display open cases.
Configure the tree displays to show cases. Create a simple view for the creation of clarification cases,
calling an IS-U function. Use the transaction launcher to edit a case.
Solution B: As a workaround, use the transaction launcher to create, display and edit cases.

Clarification case display and creation in the IC is part of the planned product roadmap.

Requirement: Custom logic in contract management


Solution: Acquire process framework knowledge (refer to cookbooks and workshops). Enhance and/or
replace views in contract management process.
No workaround.

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3.5 Transaction Launcher calls
The transaction launcher in the WebClient is a standard function provided by the framework. In the call
center environment, short system response times are essential, speed is critical. The transaction
launcher can call ERP/IS-U transactions and display them with a WebGUI service. However,
compared to a local GUI rendering, network traffic is higher and the rendering time is longer. For these
reasons, we recommend using the transaction launcher only when absolutely necessary.

Below are some important considerations.

Use in the Call Center:

Processes that are used often should run in a WebClient view (>80% of
volume), either a standard view or an enhancement
Rare use of transaction launcher (<20% of volume) is alright
Risks:

Some rendering and performance problems known


Data object locking and update collisions possible
Transaction in HTML GUI runs fully isolated and out of the WebClients control
Examples:

Good example: Sometimes, the agent uses the creditworthiness transaction


Bad example: The agent updates the business partner data with transaction
BP in ERP

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4. Managing Accounts and Business Agreements
A large majority of business processes in the SAP CRM Interaction Center start with the identification
of an account. Thus, a key requirement for a contact center is that the agent should be able to quickly
search for an existing account, and create a new record for such accounts (new customers) that do not
exist in the system yet. The agent also needs to be able to access relevant accounts and business
agreement details quickly, and to modify selected information where needed. Each customer contact
in the Interaction Center is documented using an interaction record.

Accounts and business agreements created in the CRM system are replicated to ECC. Please see the
documents referred to in chapter 2 for details about the technical settings required.

4.1 Searching for Accounts


The SAP CRM Interaction Center offers a powerful search function for accounts and business
agreements using various criteria. The system provides the possibility of having an account identified
automatically using (external) communication management software: please refer to the SAP
application help for more information.

When manually searching for an account, it is important that the agent quickly finds all relevant search
criteria. We recommend hiding any search criteria that are not used in your business process from
your screen configuration (please see the following subchapter for more information on how to adjust
your screen configuration).

4.2. Choosing the Right Customizing Settings for Account


Identification
A typical use case of the SAP CRM IC for Utilities is the situation where a new customer calls to report
their move-in for a premise or would like to switch their energy contract to a new supplier/energy
retailer. In case the premise is occupied, the agent has to create a new account as well as search for
the premise.

There are three ways that you can handle this scenario, each with its own advantages and
disadvantages. In the case of option 1, the agent always searches for the account first (and creates a
new account, if necessary), whereas in options 2 and 3, he searches for and investigates the premise
first. Each option requires specific customizing settings which are outlined below.

Option 1: Create an account before searching for the premise

Customizing

Select the Automatic Confirmation checkbox for the Identification screen within the Identification
Customizing. This enables the automatic confirmation of the premise and business partner.

Select the Find Next Automatically checkbox within the Identification Customizing. This enables the
automatic search for the related premise or business partner in the Identification screen.

This customizing is located at the following path: Customer Relationship Management Industry-
Specific Solutions Utilities Industry Settings for User Interfaces Identification Define
Identification Profiles. The Automatic Confirmation checkbox as well as the Find Next Automatically
checkbox exists under the currently used Identification profile.

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Steps

1) Search for a business partner using their first name, last name, or other data.
2) If you cannot find the business partner, create a new business partner and save it. The
business partner is automatically confirmed.
3) Search for the desired premise. Even though it is already occupied, the system does not
confirm the business partner that currently has a contract at this premise because a different
one is already confirmed.

The advantages to using this option:

Confirming a business partner as the first step is always encouraged since an interaction
record is created upon the confirmation of the business partner.
Once the business partner is confirmed, searching for an occupied premise will not change the
confirmed account.

The disadvantage of this option is that the business partner will need to be created and confirmed
since the person calling the Contact Center is a new customer.

Option 2: Search for the premise before creating an account (having disabled the automatic
search for the related business partner)

Customizing

Deselect the Find Next Automatically checkbox within the Identification Customizing. This disables the
automatic search for the related premise or business partner in the Identification screen.

This Customizing is located at the following path: Customer Relationship Management Industry-
Specific Solutions Utilities Industry Settings for User Interfaces Identification Define
Identification Profiles. The Find Next Automatically option exists under the currently used Identification
profile.

Steps

1. In the IC, search for the premise using address-related information.


2. The premise is found and is automatically confirmed, however, there is no automatic search
executed for the related business partner.
3. Create a new business partner and save it. The business partner is automatically confirmed.

You can unconfirm the premise if desired.

The advantages of using this option:

The premise can be searched and confirmed before creating an account for the new
customer.
An initial investigation of the premise can be performed before creating and confirming the
new customer.

The disadvantage is that disabling the Find Next Automatically flag for the Identification screen affects
both the business partner and premise. Once this flag is disabled, there will no longer be an automatic
search executed for the related business partner. You may need to manually enter the search criteria
for the related account and trigger the search.

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Option 3: Search for the premise before creating an account (having disabled the automatic
confirmation of the premise or business partner)

Customizing

Deselect the Automatic Confirmation checkbox for the Identification screen within the Identification
Customizing. This disables the automatic confirmation of the premise and business partner.

This customizing is located at the following path: Customer Relationship Management Industry-
Specific Solutions Utilities Industry Settings for User Interfaces Identification Define
Identification Profiles. The Automatic Confirmation checkbox exists under the currently used
Identification profile.

Steps

1) In the IC, search for the premise using address-related information.


2) The premise is found, but not automatically confirmed. The agent needs to confirm the
premise manually.
3) The current business partner will be found automatically, but not confirmed. The fields can be
cleared and the new business partner can be created.

The advantages of using this option:

The premise can be searched and confirmed before creating the account for the new
customer.
An initial investigation of the premise can be performed before creating and confirming the
new customer.

The disadvantages of using this option:

Disabling the Automatic Confirmation option for the Identification screen affects both the
business partner and the premise. Once this option is disabled, the business partner will no
longer be confirmed automatically after executing a search where only one result exists for the
provided search criteria. This also includes automatic confirmation using the phone number
during an incoming phone call.
A few extra clicks are required, since the occupied premise wont automatically be confirmed.
In addition, the current customer will be selected which will have to be reset before creating
the new one unless the Find Next Automatically flag is also disabled.

4.3. Detecting Specific Situations Using Alerts


Using suitable alerts, the system can draw the agents attention to specific situations once an account
has been identified and confirmed:

Here are the steps to integrate alerts into the Interaction Center:

1. Create a service in Customizing by using transaction SPRO under Customer Relationship


Management Interaction Center Webclient Additional Functions Intent-Driven
Interactions Service Manager Define Services.
2. Under Services, enter information in the following fields:
a. Service ID: A service ID
b. Description: A description
c. Service Type: Select service type 2 Rule Invocation
d. Service Class: Create and use a new service class that inherits
CL_CRM_SMF_ABSTRACT_SERVICE

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3. Add your business logic in method IF_CRM_SMF_SERVICE~EXECUTE and implement it.
You can raise a new IC event from this method.

Method IF_CRM_SMF_SERVICE~EXECUTE is declared in super class


CL_CRM_SMF_ABSTRACT_SERVICE.

4. Go to the Define Service Manager Profiles Customizing and add the new service you just
created into IDI_DEFAULT.
5. Add the new event to the Define Events in Repository Customizing.
6. In the IC WebClient, use the role IC_MANAGER to configure the alert and rule policy.
7. On the Process Modeling tab page, select Alerts. Create a new alert and insert attributes
(for example, event) as dynamic parameters.
8. Go to Rule Policy and create a new rule in the policy within the context of intent driven
interaction and maintain the condition which triggers the alert.

The event you raised in step 3 is used.

9. Activate the rule policy.


10. To transport the rules, use transaction SE38 and execute the program CRM_RULE_TRANS.
To transport the alerts, use transaction CRMD_IC_TRANS_ALERT and select Table View
Transport.

Alternatively, you can also use transaction CRMD_IC_TRANS_ALERT to modify the alert
messages.

4.4 Creating Accounts


4.4.1 Having the Right Fields on the Screen
When creating new accounts, contact center agents have to enter complete account details. For
optimal user productivity, we recommend making frequently used fields available on the account
creation view, thereby avoiding additional navigation.

You can make extra fields visible on the UI by using the Application Enhancement Tool (AET). These
extra fields already exist in the corresponding Data Dictionary structures.

The following example shows you how to make an existing field (for a mobile phone number) visible in
the UI:

1. In the IC WebClient, determine the UI component name and view name by clicking the F2 key.
(The Component name is IUICOBJD and the View name is BuilHeader.)
2. Open the UI component using transaction BSP_WD_CMPWB.
3. Select the view BuilHeader and click the Configuration tab. You can change or create a new
configuration.
4. Select the Mobile Phone Number field from the list of available fields and add it to the view. You
can adjust the layout of the configuration.
5. Run the application.
The newly added Mobile Phone Number field is visible in the UI.

You can also use the AET to add new custom fields to the UI. For detailed information, see Application
Enhancement Tool: Creating and Reusing Custom Fields with SAP CRM 7.0 (Part 1 of 2) on the SDN.

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For general information regarding the AET, see SAP Library for Customer Relationship Management
at SAP Customer Relationship Management WebClient UI Framework Application Enhancement
Tool.

4.4.2 Setting Default Field Values When Creating a New Account


When creating new accounts, contact center agents may deal with customers who have similarities,
for example, their country of residence. To optimize user productivity, we recommend using the BAdI
CRM_IUICMD_BADI to pre-fill certain field values.

As an example, the following steps explain how to pre-fill the Country field with the code value for
Canada:

1. Using transaction SE18, open the BAdI CRM_IUICMD_BADI.


2. Navigate to the BAdls implementation class CL_DEF_CRM_IUICMD_BADI and its method
IF_CRM_IUICMD_BADI~CREATE_PERSON.
3. View and overwrite the default implementation (Class CL_DEF_CRM_IUICMD_BADI). Set the
variable for Country to Canada (lv_country = CA).
4. To change any other field values, set the corresponding variables.

If you choose to use the CREATE_BUAG method, please note that it is only relevant in
the IUICMD and the IUICMDC UI component.

4.5 Managing Contact Persons and Account Details


Having the right fields on the screen is as important for the management of existing accounts as for
the creation of new accounts. Frequently used fields should be made available to the agent without
unnecessary navigation; additional details can be accessed using the More Fields hyperlink in specific
cases. Please see the previous sections for more information about screen configuration.

4.6 Managing Business Agreements


The SAP CRM Interaction Center allows you to quickly create new business agreements using
templates depending on the business agreement class. The corresponding customizing options are
available in the Customizing for Customer Relationship Management under Master Data Business
Partner Business Agreement.

For replication of business agreements to ECC, see the Set Up and Load Guide for Business
Agreement/ Contract Account (section 2).

4.7 Creating Interaction Records


In the Interaction Center (IC WebClient), interaction records are used to track all customer interactions.

When a call center agent searches for and confirms an account, a new interaction record is
automatically created. During the call with the customer, all touched business objects, for example,
the confirmed account, premise, business agreement, contract, and so on, will be linked to the
Interaction Record.

The links to these business objects are displayed in the Activity Clipboard for object reference. You
can define the objects that can be used in the activity clipboard by using the Customizing for Customer
Relationship Management under Interaction Center WebClient Basic Functions Define Activity
Clipboard Profiles. Once the End button is clicked to end the interaction, the Interaction Record and
the linkage of the business objects are saved.

When setting up a CRM system in addition to an existing IS-U/CCS (ECC) installation, you can upload
existing business partner contacts from ECC to CRM. For details, see the document Replication of
20
Business Partner Activities in CRM Activities (mentioned also in section 2). You can find the relevant
customizing in the following locations:

In the ECC system under SAP Utilities Customer Service CRM Integration Contact
Replication
In the SAP CRM system under Customer Relationship Management Industry-Specific
Solutions Utilities Industry Transactions Settings for Utilities Transactions Define
Mapping of Class/Action to Categories

21
5. Managing Service Locations
The SAP CRM Interaction Center offers a powerful search function for technical objects (connection
objects, premises and points-of-delivery) using various criteria, for example, address and meter
information or object keys (IDs) stored in the IS-U (ECC) system. The call center agent can confirm the
premise as a reference for subsequent processes. Once the premise is confirmed, the system shows a
configurable business object tree in the results list. For retailers operating in a deregulated market, the
system can be set up in a way that the call center agent can also create and change technical objects.

5.1 Setting up Data Replication Between CRM and IS-U (ECC)


The following graphic shows the technical objects that are replicated between the IS-U (ECC) and the
CRM system.

For a detailed description of the settings required for the integration of technical objects between both
systems, see the document IS-U/CRM Integration: Replication of Technical Objects and IS-U Master
Data Templates (cf. reference in chapter 2).

For more information about technical objects, see the SAP Application Help under Functions for the
Utilities Industry Technical Data (SAP for Telecommunications) and Technical Objects (SAP for
Utilities) and Functions for the Utilities Industry Functions for the Interaction Center (Utilities
Industry) Service Location Workbench in the Interaction Center.

22
The data model on the SAP CRM side is slightly different than in IS-U, as illustrated in the
graphic below. The graphic shows a connection object with two premises: The premise on the
second floor has two points-of-delivery (divisions: electricity and gas), while the premise on the
third floor has only one point-of-delivery (division: electricity).

5.1.1. Having the Right Fields on the Screen


Like in account management, having the right fields on the screen is important for technical objects as
well. Frequently used fields should be made available to agents without additional navigation. For
example, this helps to quickly confirm the premise in question, or pick the correct premise from the
results list.

For details on view configuration, see the corresponding section of the previous chapter Managing
Accounts and Business Agreements.

Additionally, the business object trees in the results list are configurable and extensible. For more
information, refer to the document How to use the BOL tree (cf. reference in chapter 2).

23
5.1.2. Accessing the Service Location Workbench
You can access the Service Location Workbench in one of the following ways:

From the Identification page


After searching for a technical object, you can select a connection object, premise or point-of-
delivery from the results list. Clicking the More Fields pushbutton allows you to navigate to the
Service Location Workbench and displays the corresponding data in the tree.
From the Context Menu
When you confirm a premise, it appears in the Context Menu. When clicking on the premise,
the Display Premise option appears in the action menu. This action allows you to navigate to
the tree and display the environment for that premise.
From the navigation bar
You can access it by clicking on Technical Data in the navigation bar. You are not required to
confirm any data in advance. When accessing the Service Location Workbench using the
navigation bar, a search screen appears containing a search criteria view at the top and a
results list tree at the bottom. The search criteria view has the same predefined search
functions as the search on the Identification page.

5.1.3. Customizing for the Service Location Workbench


The Customizing for the Service Location Workbench can be found under Customer Relationship
Management Industry-Specific Solutions Utilities Industry Settings for User Interfaces
Settings for Object Workbench Define Workbench Profiles.

Search Functions:

To add or change a search function, perform the following steps:

1) Define a view repository. Enter the corresponding BSP application, view name and the object (in
this case the query), and define the usage as search view.

24
2) Define the search and enter the view repository from step 1.

You can use the F4 help to search for values for Search Obj, BSP Application, or View
Name field. Once you have chosen the appropriate value for one of the fields, the values
for the two other fields are automatically populated.

3) Select the corresponding profile name in the Profile SI Object Workbench window (for example
IUICMD_TO).

25
4) Select the Assign Search Functions (3 Level Model/IS-T) node and assign the search functions that
are defined within the same Customizing within the Define Search folder.

Object views:

1) In the Define Object Details node, define the object details and assign a detail view for each object.

26
2) Select the object workbench profile (for example, IUICMD_TO) again and select the Assign Object
Views node. Here, you can add the views that you created under the Define Object Details node.

Templates for creating new technical objects:

1) Within the same Customizing under the Define Templates node, you are able to create
templates for the creation of new objects. A complete set of new objects can be created from the
object search. It is also possible to create new technical data for objects within the object
workbench.

2) Define the hierarchy for how the objects should be created under the Template Hierarchy node.

27
3) Assign the templates to the workbench profile.

5.1.4. Premise Address


For an agent, the premise address is crucial information. It should be displayed in the correct format
and in the appropriate place in order to allow agents to capture information as quickly as possible.
Within the Interaction Center application, the premise address is displayed in several areas, and is
mostly displayed as a short address in a tree or a separated field/value in a form.

5.1.5. Changing Address Format in a Tree


In a tree that displays addresses, the address can be shown for a connection object or for a premise.
There are several options available to change the address format; however, some options require
ABAP programming skills.

Option 1: Enhance with Tree Profile Customizing

From the tree profile, you can define the columns as well as the objects to be displayed in the tree. For
each object, such as a premise or connection object, the presentation node can define which type of
object information is displayed. The possible attributes for the premise is in the structure
CRM_ISU_TEC_VS. For the connection object, the attributes are in the structure
CRM_ISU_TEC_CO. Depending on your needs, you can specify any address-related field for those
objects. In this option, you can decide which fields are to be shown without influencing the content of
the field.

You can find the Customizing under


Customer Relationship Management Industry-Specific Solutions Utilities Industry Settings for
User Interfaces Settings for Object Workbench Define Object Hierarchy and Object Attributes.

For more information, refer to the Customizing documentation.

Option 2: Enhance with Tree Hierarchy Class

For each node or object in the tree profile, the access class of tree hierarchy can be defined to
influence the attribute address that is to be retrieved, and to render address data with a different
format. This access class should implement the interface IF_IU_IC_BOL_TREE. Depending on the tree
profile, SAP provides the access classes by default. You can extend those classes to implement your
address format.

The two main methods that can be used to influence the address format are:

GET_ATTRIBUTE: Retrieve the data for a specific object and for a specific column in the tree.
You can use this method to concatenate several fields of address information, so it could be
shown in the defined column.

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RENDER_CELL: With this method, it is possible to perform more complex processes on the
node such as one-click actions, linking, and so on.

You can find the Customizing under Customer Relationship Management Industry-Specific Solutions
Utilities Industry Settings for User Interfaces Settings for Object Workbench Define Object
Hierarchy and Object Attributes.

For more information, refer to the Customizing documentation.

Option 3: Enhance Address Format Using Business Add-in (BAdI)

SAP also provides the BAdI ECRM_ISU_UTILITY_UIS, which allows you to implement a different
address format for the premise address, which is used, for example, on views and trees where the
system displays the address of a connection object, a premise or a point-of-delivery. The method
which handles this address format is GET_CONTR_POD_DESCRIPTION; you can implement this
method to create your desired address format. This BAdI method will be called when the attribute
SHORT_WITH_STREET of the object Connection Object or Point Of Delivery is requested.

SAP delivers a default implementation of this method (class CL_DEF_IM_ECRM_ISU_UTILITY_UIS),


which you can use as a sample.

For more information, refer to the related BAdI documentation.

5.1.6. Changing the Presentation of an Address for a Specific Country


In certain areas of functionality like the premise search view or the premise detail view, you can
enhance the presentation of address fields for a specific country. For example, in certain countries,
addresses are displayed with the house number before the street name, the postal code before the
city name, and so on.

Option 1: Enhance the default UI configuration of the view

With this option, the default UI configuration for the view (premise detail, premise search, and so on)
can be enhanced. Therefore, this view presentation will be applied to all users.

To know which object will be displayed in which view, see the Customizing under Customer
Relationship Management Industry-Specific Solutions Utilities Industry Settings for User
Interfaces Settings for Object Workbench Define Workbench Profiles.

In this Customizing activity, the Define Search node defines the search view for an object and the
Define Object Details node defines the detail view for an object. Once the view for the object is
determined, the transaction BSP_WD_CMPWB is used to enhance the UI configuration.

Option 2: Add a new UI configuration for the view

For some business scenarios, the application may be run in many countries. Therefore, it is preferable
for the users of each of these countries to have addresses displayed in their country-specific format.

You can perform the following steps to configure the new UI configuration:

Step 1: Activate address variant for object view

For the desired view of the search function or for object detail, the field for address variant should be
active. You can do this from within the Define Search or Define Object Details node in the Customizing
for SAP CRM under Customer Relationship Management Industry-Specific Solutions Utilities
Industry Settings for User Interface Settings for Object Workbench Define Workbench Profiles

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Step 2: Define sub-type for object

All UI object types can be enhanced using the Customizing for SAP CRM under Customer
Relationship Management UI Framework UI Framework Definition Define UI Object Types. By
default, SAP delivers standard UI object types, which can be found in the view BSPDLCV_OBJ_TYPE
(you can use transaction SM31 to enter the view name and display the data). The UI object type
contains specific information related to the object, but we will focus mainly on the callback class.

For example, the UI object type for premise detail is IUICOBJDET_PRM; by default, it has the callback
class CL_CRM_IU_IC_OBJ_TYPE_CALLBACK. In this callback class, the method
GET_OBJECT_SUB_TYPES defines the list of sub-types that are supported for this UI object type.
Those sub-types are for the address variants of countries like Germany (001), US (004), and Japan
(013). You can implement your own callback class to return the sub-types for the object, but you have
to respect the specific format for the sub-types which is coded in the standard callback class. Next, the
new callback class has to be set using the Customizing specified above for the UI object type.

Step 3: Create a new UI configuration for object view

In Step 1, the activation for the address variant is done for the desired object view, so you know which
object view (UI component and view) is to be enhanced to add a new UI configuration. Now, you can
create a new UI configuration for a particular view to display the address format for a specific country.

You can use transaction BSP_WD_CMPWB to maintain the view, or you can access the same
transaction in Customizing for SAP CRM under Customer Relationship Management UI Framework
UI Framework Definition Access UI Component Workbench. For the view to support the address
variant, you can create a new UI configuration (copy the existing configuration and rearrange it) with
the sub-type for the specific country address format.

Step 4: Set country address screen code to user parameter

You must add the user parameter ADDRESS_SCREEN for each user. Use transaction SU3 to add this
parameter. The value for this user parameter is the address screen code which matches with the
corresponding sub-type.

If you create a UI configuration for a premise with a US address format, then the value for the
address screen is 004. You can set different address screen codes for different users; the
application will try to get the corresponding UI configuration for that particular address screen
code.

If there is no UI configuration found, it will use the default configuration to display the address.

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6. Account Overview
The Account Overview in the Interaction Center provides agents with a complete overview of the
confirmed account. It shows some key figures of the account (for example, open and due amount,
number of business agreements, contracts, quotations and so on) as well as detailed information
shown on various tab pages:

Configurable and extensible business and technical data environment (using BOL trees) that
uses hierarchies to visualize complex data structures and groups related data into folders.
Tables of business agreements, contracts, quotations and interaction records.
An improved search of interaction records using various criteria and configuration options is
planned for EhP3.
The detailed views provided in the various tab page entries give agents the ability to navigate
to detailed overviews for specific objects using the hyperlinks.

6.1. Configure the Business and Technical Data Environment


Trees
SAP delivers three tree profiles, one for each of the tab pages Business Data Environment, Service
Location Environment and Technical Data Environment shown in the Account Overview. You can copy
the delivered profiles and adjust them to your business needs

Until EhP2, you can find the corresponding Account Overview Customizing activity under Customer
Relationship Management Industry-Specific Solutions Utilities Industry Settings for User
Interfaces Settings for Object Workbench Assign Profiles to Overview.

With EhP3, documentation on SAP Help Portal will be updated, and a separate section on
Account Overview is being planned to be made available in Customizing under Customer
Relationship ManagementIndustry-Specific SolutionsUtilities IndustrySettings for
User Interfaces.

The Assign Profiles to Overview activity allows you to define the tree profile that will be used for the
Business Data Environment, Service Location Environment and Technical Data Environment tab
pages. You can also use a tree profile group instead of a simple tree profile, which results in a single
tab page that contains a default tree profile along with a selection of other tree profiles.

Omitting a tree profile value removes the tab page entry from the IC interface.

If you use the tree profile group for one of the data environments within the Account Overview
Customizing, we strongly recommend that you implement Note 1687830. This ensures that
the functionality is handled correctly.

The following screenshot demonstrates an example of a possible Customizing setting. The BP tree
(Business Data Environment tab page) uses a simple tree profile, the SL Tree (Service Location
Workbench tab page) uses a tree profile group and the TD Tree (Technical Data Environment tab
page) entry is empty which results in omitting the tab value entirely.

31
The document How to use the BOL tree (cf. reference in chapter 2) describes how to use, configure
and extend the different trees. The Tree Profile Customizing can be found under Customer
Relationship Management Industry-Specific Solutions Utilities Industry Settings for
User Interfaces Settings for Object Workbench Define Object Hierarchy and Object Attributes.

6.2 Adding Context Menu Actions


You can add context menu actions to the three different trees in Account Overview, as well as to any
other BOL trees in the SAP CRM IC WebClient for Utilities.

The procedure can be generally summarized in three steps:

1) The context menu actions must be enabled for the tree.


2) The specific context menu action must be enabled for the UI object type.
3) The business logic must be coded or customized to take care of the actual action.

Example

The following example shows you how to enable a context menu action for the Technical Master Data
tree shown in the screenshot below, at the bottom right of the screen.

32
6.3 Enabling the Object Context Menu in the Tree Profile
Do the following:

1) To enable the context menu actions for the (NAME) tree, use transaction SM34, and open the
view cluster CRM_IU_IC_BOLTREE.
2) Under Profiles, select the tree profile of interest and in the OCA as Menu column, change the
field entry to One Click Actions including Object Context Menu Entries.

3) Save your changes.

6.4. Adding a Context Menu Action to a UI Object


Do the following:

1) Navigate to the Customizing under Customer Relationship Management Industry-Specific


Solutions Utilities Industry Settings for User Interfaces General Functions Define
Context Menu. The corresponding documentation is also available under this node.
2) Drill down to the appropriate UI object type and click on Allocate Entries.

33
In general, if the action that you want to add is a navigation-type action, you can add a logical link in
the UI object type using an existing Logical Link ID.

Alternatively, if the action you want to add is a customizable behavior, for example, confirming a
premise, then an entry must be added with the navigation mode set as Custom Implementation. The
custom behavior must then be coded inside the UI object type implementation class.

In the Allocate UI Object node, a custom implementation class should already be defined. Should the
user want to add a customizable behavior, they can extend the class or replace the existing class.

6.5. Adding One-Click Actions (OCA)


You can add one-click actions to specific trees in the Account Overview, as well as to any other BOL
tree in the SAP CRM IC WebClient for Utilities. Although the OCA is a clickable action and visually just
like the context menu action, it is slightly different from the context menu action. The context menu
action is specific to the UI object and therefore, the context menu action will appear in all trees where
the UI object is used. The OCA is however, only specific to the tree profile that the OCA is assigned to.

The procedure can be generally summarized in two steps. First, the OCA must be enabled for the tree.
Second, the specific logic must be coded for the OCA.

The following example shows you how to enable an OCA for the Technical Master Data tree
shown in the screenshot below (bottom right of the screen).

34
Step 1: Enabling the One-Click Action in the Tree Profile

1) To enable the OCA for the (NAME) tree, use transaction SM34, and open the view cluster
CRM_IU_IC_BOLTREE.
2) Under Profiles, select the tree profile of interest and in the OCA as Menu column, change the
field entry to One-Click Actions or One-Click Actions including Object Context Menu Entries.

3) Save your changes.

Step 2: Adding logic for the One-Click Action

The event handling is done by the embedding UI component (that contains the tree) that implements
the interface IF_CRM_IU_BOL_TREE_EVT_HANDLER.

The relevant code for handling the user click and the logic to have the OCA visible or not
should be implemented in the following two methods from this interface:
IF_CRM_IU_BOL_TREE_EVT_HANDLER~HANDLE_EVENT
IF_CRM_IU_BOL_TREE_EVT_HANDLER~IS_EVENT_ACTIVE

6.6. Enhancing Trees by Introducing New Entities


The Interaction Center uses trees to display information in a hierarchy. These trees are used
in overviews (for example, the Account Overview) or in results lists (for example, on the
Identification page).

35
SAP delivers a set of default entities within each tree that are considered to be the most
important. However, this can be easily modified to include additional entities such as
Contracts, Business Agreements, Business Partners, and so on.

The How to use the BOL Tree (cf. reference in chapter 2) document provides all information
needed to use, configure and extend trees.

The following example demonstrates how to introduce a new entity to a hierarchy tree.

Adding the Contract node beneath the Point of Delivery node in the Premise results list tree:

1. Access the tree profile Customizing using transaction CRM_ISU_TREE.


2. Select the desired tree profile from the Profile list. In this case, the tree profile in
question is IUICMD_TO. To find out which tree profiles are used on the Identification
screen for the results lists, the desired Customizing can be accessed using transaction
CRMV_IU_MD_PROF. The profile for the Technical Master Data can be seen once the
detailed view for the identification profile is selected.
3. Select the IUICMD_TO profile and then select the Hierarchy node to display the
current structure of the tree.

In this example, we are adding a node for contracts beneath the POD (point of
delivery node), so a new entry needs to be added to the hierarchy. This Customizing
allows you to add new entries to the tree using existing relationships.

It is good practice to copy the standard profiles before modifying them. This is
sufficient to add the node to the tree.

In order to determine the attributes that should be displayed for each column in the
tree, you have to create a presentation node and then add a reference to it in the
Presentation ID field under the Hierarchy view.

Using this method is appropriate for instances where the relationship that is used
returns the desired entities.

However, if this is not the case, the following steps must be taken:

o A User Exit Class must be assigned to the node. This class must implement the
IF_IU_IC_BOL_TREE interface.
o The Change Relationship checkbox must be enabled, which ensures that
the GET_CHILDREN method from the class will be executed wherever
additional logic can be implemented when the existing relationships are not
satisfactory.
4. The new Contract node used the PoDIsuItemContRel relationship which returned a
BTAdminI entity. However, an IsuOrderItem entity is required in this case to display
the desired attributes. To do so, the Change Relationship checkbox is enabled for
this node, the CL_IUICMD_BOL_TREE class name is entered for the User Exit
Class and the following code is inserted within the class:

WHEN 'CONTRACT'. "#EC NOTEXT


child_nodes = entity-
36
>get_related_entities( iv_relation_name = cl_crm_iuil_to_pod=>co_pdtocontact ).

ent ?= child_nodes->get_first( ).
WHILE ent IS BOUND.
* get collection IsuOrderItems
CALL METHOD cl_crm_iu_il_util=>get_entity(
EXPORTING
name = 'IsuOrderItem'
key = ent->get_property_as_string( iv_attr_name = 'GUID')
RECEIVING
entity = ent_2 ).
IF ent_2 IS BOUND.
ent_temp_col->add( ent_2 ).
ENDIF.
ent ?= child_nodes->get_next( ).
ENDWHILE.
child_nodes = ent_temp_col.

5. The above code section retrieves the IsuOrderItem entity from each BTAdminI entities and
assigns them to the child_nodes variable. This variable represents all the nodes that will be
displayed in the tree beneath the POD. Any additional filtering logic can be added here, such
as for only returning the active contract for the point of delivery. A different Presentation ID
needs to be used within the Customizing since the attributes for an IsuOrderItem entity are
different.
6. The tree will now display all the contracts for each point of delivery in the Premise results list
of the Identification page.

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7. Billing Information and Correction
The SAP CRM IC WebClient for Utilities comprises a work center which allows the agent to respond
to bill inquiries, to review billing details and to correct a wrong bill. The system provides an overview
of recent bills with some details like dates, amounts, meter reading results and consumption data. It
also includes a quick access to a bill image which is either retrieved from an archive or created
dynamically.

The agent can select a bill to be corrected, and change or (re)estimate meter reading. After that, the
system reverses the corresponding bill and creates a new one.

38
8. Maintaining Budget Billing Plans
Many utilities companies offer or enforce budget billing plans to equalize monthly customer payments.
The call center agent can, depending on the plan type, change or create the budget billing plan during
a customer interaction in the SAP CRM IC WebClient. The solution covers the following budget billing
procedures:

Statistical budget billing procedure and partial bill procedure (types 1 and 2, mainly used in
European countries in connection with yearly meter reading)
Payment plan procedure (type 3, mainly used in North America in connection with monthly or
bi-monthly meter reading).
Payment scheme (type 4, mainly used in UK)

You can find more information about the different budget billing procedures at
http://help.sap.com/utilities-erp under Application Help, Invoicing Budget Billing Plan Procedure and
its subchapters describing each budget billing procedure in detail.

Under the Billing work center, keep only those activities (create and/or change) which are
related to the payment plan procedure you are using.

For all budget billing procedures, the agent can respond to budget billing inquires and review details of
the existing plan. Depending on the procedure, the agent can create or update selected details of
existing plans.

(Type 1 and 2:) The agent can change the amount of a budget plan directly, or let the system
calculate it based on new meter reading results or consumption information.
(Type 3:) The agent can create a new payment plan, entering start year and month, and
update the current risk rating
(Type 3:) The agent can change the amount of an existing payment plan, choosing the month
when this change becomes effective
(Type 4:) The agent can create a new payment scheme or update an existing one (for
example, by modifying payment dates and amounts, and specifying a reason for the change).

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9. Financial Inquiries in the Interaction Center
Financial inquiries in the utilities contact center are based on functions in FI-CA. They include

- An account balance view


- Account history
- Displaying open items
- Managing locks
- Displaying the dunning history
- Simulating the next dunning step (as of EhP1)

These functions are available in IC WebClient views, all data is directly retrieved from ECC/FI-CA and
all functions are directly performed in the backend.

Before these functions can be used in the IC WebClient, the FI-CA Customizing has to be completed.
Next, some additional Customizing is required in SAP CRM, mainly the FI-CA profile that is then linked
to a business role.

Refer to the Customizing under Customer Relationship Management Interaction Center WebClient
Industry-Specific Functions Integration with Contract Accounts Receivable and Payable (FI-CA).

FI-CA serves several industries. Some functions found in the IMG are not available for the
Utilities Industry, for example the inbound correspondence and the dispute function. For more
information, refer to the Customizing documentation, the Solution Manager and the Application
Help.

The training class IUT260, chapter 7, describes in detail the available functions and the required
configuration in SAP CRM.

40
10. Collections in the Interaction Center
Collections in the utilities contact center are based on functions in FI-CA. They include

- Managing payment data


- Creating promise to pay
- Creating installment plans
- Processing collection work items
- Writing off receivables
- Submitting for external collection
- Reversals (as of EhP1)

These functions are available in IC WebClient views, all data is directly retrieved from ECC/FI-CA and
any functions are directly performed in the backend.

Before these functions can be used in the IC WebClient, the FI-CA Customizing has to be completed.
Next, some additional Customizing is required in SAP CRM, mainly the FI-CA profile that is then linked
to a business role.

Refer to the Customizing under Customer Relationship Management Interaction Center WebClient
Industry-Specific Functions Integration with Contract Accounts Receivable and Payable (FI-CA).

FI-CA serves several industries. Some functions found in Customizing are not available for the
Utilities Industry, for example the inbound correspondence and the dispute function. For more
information, refer to the Customizing documentation, the Solution Manager and the Application
Help.

The training class IUT260, chapter 8, describes in detail the available functions and the required
configuration in SAP CRM.

41
11. Service Management in the Interaction Center
(Utilities ERP)
As of SAP CRM 7.0 EhP2, the SAP CRM Interaction Center offers the possibility to create service
orders and service notifications. Both service orders and notifications are stored on the IS-U (ECC)
side where typically further processing of these orders or notifications takes place.

Service orders and notifications are visible in the SAP CRM IC WebClient, especially in Business
Object trees where the agent can easily navigate to a service order and service notification details
view respectively.

You can create service orders and service notifications from the object context menu. Details
about this (including an example) are available in the SAP Application Help under Functions
for the Utilities Industry Functions for the Interaction Center (Utilities Industry) Additional
Functions Service Notification and Service Order respectively.

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12. Entering Meter Reading Results
In the Interaction Center, you can enter meter readings in several locations depending on the business
scenario.

You can enter meter readings using the following functions:

Utility Contracts
o Create Contract
o Maintain Contract
Utility Quotations
o Create Quotation
o Maintain Quotation
Billing
o Meter Reading By Premise
o Billing Correction
Account Overview
o View Device

For more information related to these functions, please refer to the Application Help under SAP
Customer Relationship Management SAP CRM for Industries Utilities Functions for the
Utilities Industry Functions for the Interaction Center (Utilities Industry).

12.1 Disable or Enable Meter Reading Function for Utility


Contracts and Utility Quotations
Depending on the business scenario, it is possible to disable or enable the meter reading function in
Utility Contracts and Utility Quotations by using the Customizing field Suppress MR. If this field is set,
the meter reading function will not be displayed during the creation or maintenance of the contracts or
quotations.

The Customizing for General Settings is located under Customer Relationship Management
Industry-Specific Solutions Utilities Industry Settings for User Interfaces Transaction
Processing.

For more information, see the related General Settings Customizing documentation.

12.2 Showing Meter Reading Function as Default Subview


During the creation of a new contract, the ending of an existing contract, or the creation of a new
quotation, there are available subviews such as Market Communication, Meter Data, Billing Info, and
so on, that can be set to be displayed as default subviews. This means that the subview that you
choose in the General Settings Customizing will be displayed by default in the IC WebClient and will
be ready to use for entering data.

For example, to show the meter reading function as the default subview, you can set it in the following
process:

New Contracts: Set Meter Data as selected option


End Contracts: Set Meter Data as selected option
New Quotations: Set Meter Data as selected option

The Customizing for General Settings is located under Customer Relationship Management
Industry-Specific Solutions Utilities Industry Settings for User Interfaces Transaction
Processing.

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For more information, see the related General Settings Customizing documentation.

12.3 Creating a Meter Reading as a Periodic Meter Reading


The meter readings created from the Interaction Center are generated with the meter reading reason
Interim without Billing (code 09). However, from the ERP system, you can change the Customizing to
generate the meter reading as a Periodic Meter Reading (code 01). This Customizing is defined by
company code and division; therefore, you may have different Customizing settings for different
company codes and divisions.

The following options are available:

Options Description

Empty Create meter reading as Interim without billing (code 09)

Take into account existing periodic meter reading order or generate control
1
reading order:
o If any periodic meter reading order exists in a certain customized
interval of time, then this periodic meter reading order will be used to
store the meter reading result.
o Otherwise, the new Interim without billing (code 09) meter reading is
created.

Take into account existing periodic meter reading order or create a new one:
2 o If there is any periodic meter reading order existing in a certain
customized interval of time, then this periodic meter reading order will
be used to store the meter reading result.
o Otherwise, the new periodic meter reading is created if the scheduled
record exists and the scheduled and actual dates do not deviate more
than the permitted number of days.
o If the above conditions are not fulfilled, then the new Interim without
billing (code 09) meter reading is created.

Take into account existing periodic meter reading order without creating a
3
control meter reading order:
o If there is any periodic meter reading order that exists in a certain
customized interval of time, this period meter reading order is used to
store the meter reading result.
o Otherwise, nothing is created.

These settings are located in the ERP Customizing for Define Control Parameters for Meter Reading
Data Processing under SAP Utilities Device Management Meter Reading Basic Settings.

You can change the Customizing for each company code and division in the Parameter for Internet
Meter Reading section using two fields: Internet MR Interval and Internet MR.

For more information, refer to the Customizing documentation for Define Control Parameters for Meter
Reading Data Processing as well as the F1 help for the Internet MR Interval and Internet MR fields.

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12.4 Influencing Meter Reading History
In the ERP system, the BAdI ISU_IL_MRDOC allows you to influence the historical meter reading data
and determine the data that is to be displayed as opposed to the data that is editable. It also allows
you to validate changed meter readings and to generate an error message when an attempt is made
to change data that is not editable.

This BAdI has three methods:

READ_MR_FORDISPLAY_HISTORY: Historical meter reading data to be displayed


READ_MR_FOR_CHANGE: Historical meter reading data to be changed
SET_MRDOC_TO_CHANGE: Allows you to validate the changed historical meter reading
data and flag a specific meter reading as uneditable

If there is no alternative implementation for this BAdI, the default implementation class
CL_ISU_IL_MRDOC will be executed. You can implement this BAdI using transaction SE19 (BAdI
Builder).

For more information, refer to the related BAdI documentation.

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13. Customer Requests
Disconnection/Reconnection (AMI)
Very detailed information about the integration of customer requested disconnection/reconnection
which is especially relevant if there is smart meter installed at the premise is available in the SAP
Application help under Utilities Industry Functions for the Interaction Center (Utilities Industry)
Additional Functions Disconnection/Reconnection.

There are several subchapters, including a Disconnection and Reconnection Example.

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14. Managing Meter Events and Text Messages
(AMI)
The following features are available in the SAP CRM Interaction Center if you have integrated
advanced meter infrastructure (AMI) with SAP:

Searching for events using the AMI Event Monitor


Send text messages

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15. Outlook
New features and enhancements are planned for the Interaction Center with future enhancement
packages and releases. More detailed information is available in the release notes.

For more information, visit the SAP Help Portal at http://help.sap.com/crm under SAP Business Suite
SAP CRM (Choose the relevant enhancement package) Whats New Release Notes.
You can also access the release notes directly from the SAP Service Marketplace under Release &
Component Information Release Information Release Notes Whats New SAP Solutions
SAP Customer Relationship Management.

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