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 Financial Customer Care and Dispute Management for Contract AR/AP, 1

 

Technical Data

Technical Name of Business Function

CRM_FCA_2

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 3 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

  • Financial Customer Care and Dispute Management for Contract AR/AP (CRM_FCA_1)

  • If you are using SAP for Telecommunications:

    Telco, Contract Accounts A/R and A/P 5 (TEL_CA_5)

    Telco, Convergent Invoicing 2 (TEL_INV_2)

    Telco: Billing in Contract Accounts Receivable and Payable 3 (TEL_INV_PP_3)

  • If you are using Contract Accounts Receivable and Payable (FI-CA):

    Contract Accounts Receivable and Payable, 5 (FICAX_CI_5)

    Invoicing Enhancements, 02 (FICAX_INV_2)

    Billing in Contract Accounts Receivable and Payable, 02 (FICAX_INV_PP_3)

  • If you are using SAP Utilities:

    Utilities, Contract Accounts A/R and A/P 3 (ISU_CA_3)

    Utilities, Convergent Invoicing 2 (ISU_INV_2)

    Utilities: Billing in Contract Accounts Receivable and Payable 2 (ISU_INV_PP_3)

  • If you are using SAP Media:

    Media, Contract Accounts A/R and A/P 5 (MED_CA_5)

    Media: Content to Cash 1 (MED_INV_PP_1)

Incompatible Business Function

None

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:

  • Integrates prepaid processing in Financial Customer Care

  • Makes provider contract data from the Billing Suite (consisting of SAP ERP and SAP Convergent Charging) available directly in Financial Customer Care (FCC).

  • Provides the new role Financial IC Agent – using Provider Contract (from ERP and CC) (FCC_PC_ERP, which also contains actions for prepaid accounts and account identification for the provider contract from the Billing Suite, in addition to the standard FCC functions.

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 713

    FI-CA 6.17

    SAP Product

    SAP Convergent Charging 4.0

    SAP NetWeaver Portal Content

    BI Content

    XI/ESR Content

    Not applicable

  • You are using SAP enhancement package 7 for SAP ERP 6.0 with the industry solution Telecommunications (IS-T) or Contract Accounts Receivable and Payable (FI-CA), Utilities Industry (IS-U) or Media (IS-M).

  • You have activated the corresponding business function set Telco (TELCO) or Contract Accounts Receivable and Payable (FI-CAX), Utilities (UTILITIES) or SAP Media (MEDIA).

  • You have made the settings required in the ERP System in Customizing for Contract Accounts Receivable and Payable under Prepaid Processing.

Features

Provider Contract

You can find and display provider contracts from the Billing Suite (consisting of SAP ERP and SAP Convergent Charging).

For more information, see the Provider Contract section.

Prepaid

You can do the following:

  • During account identification, find a customer in the contract search using the number of a prepaid account.

  • Display and change master data from prepaid accounts using the business agreement.

  • Display transactions for the prepaid account (itemized statements and refills)

  • Refill prepaid credits

  • Pay out prepaid credits

  • Transfer prepaid credits to a different prepaid account

  • Transfer prepaid credits to a different business agreement

  • Transfer prepaid credits or receivables to a different business agreement

  • Search for and display bills and billing detailed records for prepaid accounts

For more information, see the Prepaid Accounts section.

New FCC Roles

The new role Financial IC Agent – using Provider Contract (from ERP and CC) (FCC_PC_ERP) also contains actions for prepaid accounts and account identification for the provider contract from the Billing Suite, in addition to the standard FCC functions. You can also use the integrated context menu to reset confirmation for confirmed objects or display confirmed objects.

Subapplication

All Financial Customer Care views display the subapplication for a contract. If you are using more than one contract object, you can search for specific contracts using the ID in combination with the subapplication.

To display the subapplication, specify the role configuration key FCC_SUBAP in your user role. You can use this key to display the subapplication in the example configurations or restrict a selection to a specific subapplication.