SAP Dispute Management in SAP CRM

Note Note

In SAP Customer Relationship Management, we support the use of SAP Dispute Management in the TPM business scenario.

End of the note.

You use SAP Dispute Management to manage open account receivables (AR) items. To track and resolve disputed AR items, you can create dispute cases that hold the data you need to process the case. However, there are situations where the processing of the dispute case is not carried out in SAP Dispute Management, but in an external application. For example, trade claims are processed in the SAP Customer Relationship Management (SAP CRM) application by users working with SAP Trade Promotion Management (TPM).

Dispute cases are created or changed in SAP Dispute Management. SAP Dispute Management passes the control of the dispute case to the external application.

The external application can then either process or return control of the dispute case to SAP Dispute Management. SAP Dispute Management can be set up to notify the external application if the dispute amount changes.

Prerequisites

Customizing in SAP CRM

Select FSCM Dispute Management System

You can select the ERP system that runs the dispute management application that you want to connect to SAP CRM.

Start of the navigation path Customer Relationship Management Next navigation step Claims Management Integration Integration to Dispute Management Select FSCM Dispute Management System End of the navigation path

Note Note

You also need to ensure that Claims Management is integrated with ERP, in accordance with SAP Note 1069410

End of the note.

Map Dispute Case Types to Transaction Types

You can you map the dispute case type from the ERP system to the claim type in the CRM system.

Start of the navigation path Customer Relationship Management Next navigation step Claims Management Integration Integration to Dispute Management Map Dispute Case Types to Transaction Types End of the navigation path

Define Note Types for Claim Submission

You can define which note type for a claim submission is used to display the notes from a dispute case.

Start of the navigation path Customer Relationship Management Next navigation step Claims Management Integration Integration to Dispute Management Define Note Types for Claim Submission End of the navigation path

Customizing in SAP ERP for SAP Dispute Management

Navigate to:

On the SAP Easy Access screen, choose: Start of the navigation path Financial Supply Chain Management Next navigation step Dispute Management Dispute Case Processing Transfer to External Applications End of the navigation path

Run the following program periodically to transfer dispute cases to CRM:

UDM_PUBLISH_DISPUTE_CASES