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 Financial Customer Care for Public Sector Organizations

 

Technical Data

Technical Name of Business Function

CRM_PSCD_1

Type of Business Function

Enterprise Business Function

Available From

SAP Enhancement Package 1 for SAP CRM 7.0

Technical Usage

CRM Core

Application Component

Financial Contract Accounting (CRM-IC-FCA)

Required Business Function

PSCD, Collections Mgmt and Credit Clearing (PSCD_COLLECTIONS_MANAGEMENT_2)

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

The business function provides the following:

  • A user role that supports the processes of public sector organizations

    Using this role, you can view all data related to Financial Customer Care and all related contracts, giving you a complete 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 component Public Sector Collections and Disbursements (PSCD).

  • You have activated the business function set PUBLIC_SERVICES as well as the business functions PSCD, Collections Management (PSCD_COLLECTIONS_MANAGEMENT), PSCD, Collections & Correspondence Management (PSCD_COLLECTIONS_MANAGEMENT_1), and PSCD, Collections Management and Credit Clearing (PSCD_COLLECTIONS_MANAGEMENT_2).

  • You have made the settings in Customizing for Customer Relationship Management, under the following chapters:

    • Start of the navigation path Industry-Specific Solutions Next navigation step Public Sector 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 for Public Sector in the SAP Solution Manager under SAP for Public Sector.

    For more information on the Customizing settings that 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, you can verify the card verification value online in the CRM system.

Document Reversal

You can reverse simple open documents.

Payment Assignment

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

Integration of CRM Adjustment Request

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

Collections Management
  • Simulation of Collection Steps

    Call center agents can simulate the following collection steps to inform customers who have not settled outstanding receivables about the next collection steps that will be taken.

  • Worklist Item Management

    You can display or hide the links to the components Documents and Collection History The links only appear if both 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 siteStart 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.