Configuration Notes for Sales Mgmt for Residential Customers 

The following gives you a description of the necessary configuration settings for the business scenario Sales Management for Residential Customers.

The business scenario consists of the following processes:

·        Account Identification

·        Agent Guidance

·        Utility Quotation Processing in the IC (Sing.Contr.Mod.)

·        Utility Contract Processing in the Interaction Center (Single contract Model)

·        Interaction Wrap-Up

·        Sales Analysis for Utility Contracts

·        Interaction Center Statistics

IS-U/CRM Integration: Basic Settings

The following four new indicators are available in Customizing for Utilities, under Customer Service ® CRM Integration ® Define Basic Settings.

·         CRM Integration for Technical Objects Active

·         Replication of IS-U Grid at POD Active

·         Download of Connection Object Currently Active

·         Download of Point of Delivery Currently Active

 

Within the mass changes (such as migration), you can use these indicators to end the replication of technical objects (connection object, point of delivery) in the connected CRM system. In addition to the indicators mentioned above, the system also evaluates the control parameter CRM_REPL_OFF in the migration workbench (transaction EMIGALL).

Using the indicator CRM Integration for Technical Objects Active, you can control the downloading of technical objects in the middleware, independent of the settings for contract and the filter settings.

There are different variants for migration after a successful initial download or successive migration of technical objects during the operation:

·        Setting the control parameter “CRM_REPL_OFF” deactivates the CRM replication for changes make due to a migration run.

·        Using the indicator Download of Connection Object Currently Active, and Download of Point of Delivery Currently Active, you can control the migration of technical objects individually. These two indicators override the parameter CRM_REPL_OFF from the migration, which allows you to prevent unwanted replications from the migration workbench. If, for example, the control parameter CRM_REPL_OFF is not set in the migration, you can use these two indicators to prevent the replication.

Entries that are not replicated in the CRM system, due to these settings, are saved in the IS-U system in the interim table ECRM_TEMP_OBL. These can be uploaded from SAP CRM subsequently. To make a request in SAP CRM, select Architecture and Technology, Middleware, Data Exchange, Synchronization, Define Requests in the menu. Create the request with the filter settings “Table ECRM_TEMP_OBJ” and “field XREPLCNTL = “X””, and start this request.

This allows a comparison of technical objects in SAP CRM, using the Data Integrity Manager (DIMa).

 

The following dependencies apply for setting the indicators:

Indicator CRM Integration for Technical Objects Active	Indicator Download of Connection Object Currently Active and Download of Point of Delivery Currently Active	Control Parameter CRM_REPL_OFF	Effect
x	x	x	No download Entry in interim table
x	x		Call download function
x		x	No download Entry in interim table
x			No download Entry in interim table
	x	x	No integration for technical objects active
	x		No integration for technical objects active
		x	No integration for technical objects active
			No integration for technical objects active

 

After calling the download function, the filter settings are still run in the middleware.

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Product Proposal

You can find the following settings for the product proposal in Customizing for CRM, under Customer Relationship Management → Interaction Center WinClient → Product Proposal:

·        Maintain values for grid and voltage level

·        Define client-specific IS-U parameters

·        Maintain required entry field for product proposal

·        BadI: Define customer-specific fields for product proposal

Observe the documentation for the customizing activity.

 

IS-U Data Environment

You make settings for the IS-U data environment in Customizing for Customer Relationship Management under Industry Solutions → Utilities Industry → Interaction Center → Locator → Define SAP IS‑U Data Environment for IC Locator.

You define a profile to which you allocate various data environments from SAP IS-U/CCS. Now add the created profile to your IC profile. Use profile category „ENVD Locator“. At the run time, the data environments that are allocated to your profile appear in the locator.

 

Data Integrity Manager (DIMA)

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You can find information on the Data Integrity Manager (DIMa) in the documents DIMa Cookbook and Checking Cross-Component Data Integrity (DIMa) in the SAP Service Marketplace, under http://service.sap.com ® Education, Consulting, Solution Areas and more  ® SAP Solutions ® Solution Details ® mySAP Business Suite ®mySAP Customer Relationship Mgmt. ® Solution Library ® CRM Powered by NetWeaver ® Process Integration ® CRM Integration Services ® System Landscape Management.

 

The IS-U Data Environment in the CRM-IC Locator (as of SAP CRM 4.0 Service Industry Extension)

The IS-U data environment for the business partner is one of the central components in the Customer Interaction Center (CIC). The CRM Interaction Center (IC) is the data environment for the call center scenario and is currently accessed via the fact sheet or the action box. The industry-specific environment displays in the locator are available for sales integration (for example, premises for business partner).

Settings

Up to now, the data environment fort he business partner was created in SAP IS-U using the Define Data Environment for Navigation Area transaction (ENVD), or using the Customizing settings. In SAP CRM, you can combine data environments into component profiles using Customizing activity Define SAP IS-U Data Environment for IC Locator under Customer Relationship Management ®Industry Solutions ®Utilities Industry ®Interaction Center ®Locator.

You can use the input help (F4) for the data environments.

The default profile is the profile that is displayed in the IC locator selection box.

You allocate the component profile to the IC profile in Customizing for Customer Relationship Management under Interaction Center WinClient ® Process Profiles for IC WinClient. The profile category ‚IS-U ENVD Locator’ is available in the profile attributes.

See OSS note 788309 when determining the backend destination (SAP IS-U).

You can find more information on the technical functions of the locator and how new searches are integrated in the document Interface Enhancements in CRM-IC Release 4.0.

Features

The function of the IS-U data environment in the CRM-IC locator is almost the same as the CIC in SAP IS-U. Following confirmation of the business partner, the default search can start automatically and the environment can be displayed directly from SAP IS-U in SAP CRM. A new function in this context is the option to switch between different environments.

If the search has been executed, the navigation area is widened automatically to better display the search results. If actions are executed for individual objects, the area is reduced again. You can also use the F7 key to reduce the size of the area.

For performance reasons, you cannot copy the context menu settings for the individual objects from IS-U. You make these settings for the proxy objects in Customizing for Customer Relationship Management under Interaction Center WinClient ® Invisible Components ® Edit Context Menu.

A special feature for customers with sales integration (this means that technical objects or technical objects and contracts are replicated) is that the environment automatically determines whether the integration is active and that the object exists in SAP CRM. If this is the case, the settings for the corresponding CRM object are also provided in the context menu. For example, for the contract, the transactions for the proxy object are provided as well as the transactions for the service contract in SAP CRM. The service contract can also be changed here.