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 Financial Customer Care for Contract AR/AP (FI-CAX)

 

Technical Data

Technical Name of Business Function

CRM_FICAX_1

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 1 for SAP CRM 7.0

Technical Usage

CRM core

Application Component

Financial Contract Accounting (CRM-IC-FCA)

Directly Dependent Business Function Requiring Activation in Addition

Contract Accounts A/R and A/P, 03 (FICAX_CI_3)

This business function increases the productivity of your call center agents and improves their user experience.

The business function provides the following:

  • A business role that supports the processes of Electronic Toll Collection (ETC)

    Using this role you can view all data related to Financial Customer Care and all respective contracts, giving you a 360– degree overview of your customers.

  • Enhancements for the Financial Customer Care and Dispute Management processes in the Interaction Center WebClient

  • Enhancements for the collection process in the Interaction Center WebClient

Prerequisites

  • You have installed the following components as of the version mentioned:

    Type of Component

    Component

    Is Needed Only for the Following Features

    Software Component

    BBPCRM 701

  • You use the Industry Component Contract Accounts Receivable and Payable (FI-CAX).

  • You have activated the business function set SAP Contract Accounts Receivable and Payable (FICAX), as well as the business functions Contract Accounts A/R and A/P, 01, (FICAX_CI_1) Contract Accounts A/R and A/P, 02 (FICAX_CI_2) and Contract Accounts A/R and A/P, 03 (FICAX_CI_3).

  • You have made the settings in Customizing for Start of the navigation path Customer Relationship Management End of the navigation path, under the following chapters:

    • Start of the navigation path Industry-Specific Solutions Next navigation step Electronic Toll Collection End of the navigation path

    • Interaction Center WebClient

    For more information on the general configuration settings required to run Financial Customer Care, see the scenario Financial Customer Care and Dispute Management in the SAP Solution Manager under SAP for Telecommunications.

    For more information on which Customizing settings are specifically required to use the functions described below, see the release note Financial Customer Care and Dispute Management. This release note is linked in the business function main release note.

Features

The business function provides the following functions in the Interaction Center WebClient of Customer Relationship Management:

Dispute Management

Dispute Management is uniformly integrated into the payment list, payment search, dunning history, invoices, and account balance.

Card Verification Value (CVV)

When releasing incoming and outgoing card payments, the CRM system can verify the card verification value online.

Document Reversal

You can reverse simple open documents.

Payment Assignment

You can assign, or reassign payments (as displayed in the payment list, or the result list of the payment search) to open items.

Integration of CRM Adjustment Request

You can post the approval of an adjustment request item in Customer Relationship Management directly to a corresponding credit or receivables document in Contract Accounts Receivable and Payable.

Collections Management

  • Simulation of Collection Steps

    Call center agents can simulate the subsequent collection step to inform a customer which collection step will follow, if the customer does not settle his outstanding receivables.

  • Worklist Item Management

    You can hide or display the links to the components Documents and Collection History provided in work item processing. The links appear only, if the two components have been assigned to the work item UI object type.

For more information about the functions, see SAP Help Portal at http://help.sap.com/crmInformation published on SAP site Start of the navigation path Application Help Next navigation step SAP Customer Relationship Management Next navigation step SAP CRM for Industries Next navigation step Contract Accounts Receivable and Payable Next navigation step Functions in the Interaction Center for Financial Customer Care End of the navigation path.