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 FCC and Dispute Management for Contract AR/AP

 

Technical Data

Technical Name of Business Function

CRM_FCA_1

Type of Business Function

Enterprise Business Function

Available From

SAP enhancement package 2 for SAP CRM 7.0

Technical Usage

CRM Core

Application Component

Financial Contract Accounting (CRM-IC-FCA)

CRM Integration for ERP Billing in Contract Accounting (CRM-FCA)

Required Business Function

If you use SAP for Telecommunications: Telco: Contract Accounts Receivable and Payable 4 (TEL_CA_4)

If you use Contract Accounts Receivable and Payable: Contract Accounting Extensions 4 (FICAX_CI_4)

If you use SAP for Public Sector: Telco: PSCD Collections Management 3 (PSCD_COLLECTIONS_MANAGEMENT_3)

If you use SAP for Insurance: Telco: PSCD Collections Management 3 (INS_FSCD_CI_4)

You can use this business function to increase the productivity of your call center agents and improve their user experience. The business function provides the following features:

  • Enhancements in Financial Customer Care (FCC) processes in the Interaction Center

  • Enhancements in SAP Dispute Management processes in the Interaction Center

  • Enhancements in Collections Management in the Interaction Center

  • Collective Bill Business Agreements in the Interaction Center

  • Detail view of the installment plan

Prerequisites

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

Type of Component

Component

Required for the Following Features Only

Software Component

BBPCRM 702

SAP NetWeaver

Portal Content

BI Content

XI/ESR Content

External Product

not applicable

You use SAP enhancement package 6 in SAP ERP 6.0, Industry Extension Telecommunications.

You have activated the business function set Telco (TELCO.

You have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Industry-Specific Solutions Next navigation step Telecommunications End of the navigation path.

Features

Financial Customer Care (FCC) and SAP Dispute Management in the Interaction Center

  • A view to display bills that have been created in SAP Convergent Invoicing (SAP CI) allows you to display bills in the Interaction Center Web Client without additional integration effort.

  • You can update SAP Convergent Invoicing bills with the information that a dispute has been created for that particular bill.

  • You can create disputes for bills without retaining the bill in the SAP CRM System.

  • You can use a standard function to send information about a dispute for a particular bill to the billing system.

For more information, see:

Collections Management in the Interaction Center

When you create new installment plans, you can:

  • Overrule the setting of the Calculate Interest indicator

  • Add installments

  • Delete installments

  • Change the amount of installments

  • Change the net due date of installments

When you change existing installment plans, you can:

  • Add installments

  • Delete installments

  • Change the amount of installments

  • Change the due date of installments

  • Change the deferral date of installments

  • Decide whether to recalculate the interest

When creating or replacing a promise to pay, you can create and print correspondence.

Collective Bill Business Agreements in the Interaction Center

A search for business agreements (collective bill business agreements, individual business agreements) and a new business agreement detail view to display information about collective bill business agreements or referencing business agreements provide the following options:

  • You can create collective bill business agreements in the SAP IC Web Client.

  • You can assign business agreements to a collective bill business agreement as reference business agreements in SAP IC Web Client.

  • You can replicate collective bill business agreements from SAP CRM to collective bill accounts in SAP ERP.

  • In case of activating this replication while collective bill accounts already exist in the system, you can upload the already existing collective bill accounts from SAP ERP to collective bill business agreements SAP CRM within a separate step. With that also the relationships of these collective bill business agreements to their referencing business agreements are replicated.

Installment Plan Detail View

An installment plan detail view gives you the option of entering an individual installment amount and a due date when you create the installment plan.