Technical Name of Business Function |
|
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 ( |
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
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:
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.
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
.Dispute Management is uniformly integrated into the payment list, payment search, dunning history, invoices, and account balance.
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.
When releasing incoming and outgoing card payments, the SAP CRM system can verify the card verification value (CVV) online.
You can reverse simple open documents.
You can assign or reassign payments (as displayed in the payment list or the result list of the payment search) to open items.
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.