CRM Interaction Center WebClient with ERP FI-CA

Use

This function enables you to use Dispute Management in the CRM Interaction Center WebClient integrated with ERP Contract Accounts Receivable and Payable (FI-CA) functions.

Integration

You can use the CRM Interaction Center WebClient to access the following FI-CA functions:

  • You can display all FI-CA documents assigned to a dispute. You can display the details of lists of bills, bill line items, and Event Detail Records (EDRs). In this context, bills originate in an external billing system and are not identical with FI-CA invoices based on FI-CA receivables.

  • You can create disputes based on FI-CA objects (missing payments, missing credits, incorrect credits, and incorrect FI-CA documents).

Prerequisites

CRM Interaction Center WebClient and ERP FI-CA are integrated. The following figure depicts the integration described above:



Integration of CRM Interaction Center WebClient and ERP FI-CA

For more information about the configuration of CRM Interaction Center WebClient and ERP FI-CA, see SAP Solution Manager.

Features

You create disputes in CRM Interaction Center WebClient. The system replicates the disputes to FI-CA and the system creates the corresponding dispute cases in FI-CA. Note that the FI-CA dispute cases cannot be processed in FI-CA. Processing of disputes only takes place in CRM Interaction Center WebClient.

FI-CA functionality relating to the dispute is available as follows:

Interest

You can suspend interest calculation for disputed amounts.

Dunning

You can use disputed objects and the total disputed amount for dunning reduction.

Payments

The system excludes disputed amounts from automatic payment.

Activities

When configured, the FI-CA processes update the dispute as follows:

  • Documents posted in FI-CA can be automatically added to the dispute.

  • The FI-CA dispute case attributes (additional fields such as disputed amount, amount paid, amount credited, amount cleared manually, and amount written off automatically) can be displayed in Interaction Center WebClient after the documents are posted.

  • In Interaction Center WebClient, you can display the documents disputed.

  • You can display payments assigned to a dispute case.

  • You can display adjustments assigned to a dispute case.

  • When non-FI-CA objects (bills, bill line items, and EDRs) are assigned to FI-CA documents and are disputed in Interaction Center WebClient then dunning, payment, and interest calculation take into account the disputed amount. In this case, incoming payments can be automatically assigned to the dispute case.

Example

The call center agent can use this function to discuss bills and EDRs with a customer. The customer may inform the call center agent that he or she wants to dispute a bill. The call center agent creates a dispute related to the bill. This is necessary to track disputed bills, assign credit notes, other activities, and persons in the company, and to perform adjustments. In this way, churn can be avoided. The dispute is created by the call center agent in CRM Interaction Center WebClient and is forwarded to others to perform further activities.

More Information

Contract Accounts Receivable and Payable (FI-CA)

SAP Biller Direct