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 FCC for Telecommunications

 

Technical Data

Technical Name of Business Function

CRM_TEL_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)

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

Directly Dependent Business Function Requiring Activation in Addition

Telco, Contract Accounts Receivable and Payable (TEL_CA_3) in SAP ERP 6.0, Enhancement Package 5

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

The business function provides the following:

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

  • Enhancements for the collection process in the Interaction Center

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 SAP enhancement package 5 in SAP ERP 6.0, Industry Extension Telecommunications.

  • You have activated the business function set Telco (TELCO).

  • You have activated the business functions Telco, Contract Accounts Receivable and Payable 1 (TEL_CA_1), Telco, Contract Accounts Receivable and Payable 2 (TEL_CA_2), and Telco, Contract Accounts Receivable and Payable 3 (TEL_CA_3).

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

  • Start of the navigation path Interaction Center WebClient End of the navigation path

  • Start of the navigation path Industry-Specific Solutions Next navigation step Telecommunications End of the navigation path

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

For more information about which Customizing settings are specifically required to use the functions described below, see the release note Financial Customer Care and Dispute Management. The release note for the business function contains a link to this release note.

Features

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

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

Dispute Management

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

Integration of CRM Adjustment Request

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

Card Verification Value (CVV)

When releasing incoming and outgoing card payments, the SAP CRM system can verify the card verification value (CVV) 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.

Work Item Processing

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