Settings for Dispute Management in Interaction Center (SAP Library

Settings for Dispute Management in Interaction Center

Prerequisites for Configuration

The following prerequisites must be met before you can use Dispute Management in the Interaction Center WebClient:

· Installation of FinBasis in the system with SAP CRM

Note

Note that you do not need to make any Customizing settings in Customer Relationship Management under Dispute Management for Dispute Management in the Interaction Center.

· Configuration of ALE connection between FI-CA and SAP CRM

· Addition of Dispute Management-specific attributes to structure CRMD_CMG_CASE_INCLUDE in SAP CRM

· Activation of Dispute Management functions in FI-CA

Configuring Communication Between FI-CA and SAP CRM

Note

For information on communication between FI-CA and SAP CRM, choose Dispute Management ® ALE Business Process in the Customizing settings for Customer Relationship Management. This documentation contains detailed information on the settings to be made in FI-CA and in SAP CRM.

Perform the following steps:

...

In FI-CA:

1. Transaction SALE

a. Create an RFC connection to the CRM system (use the same RFC connection as you use for communication between FI-CA and CRM).

Choose the following in the Customizing settings for SAP NetWeaver: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Communication ® Create RFC Connections.

b. Define the logical system if it has not yet been created.

Choose the following in the Customizing settings for SAP NetWeaver: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Basic Settings ® Logical Systems ® Define Logical Systems.

c. Assign the standard RFC destinations for BAPI calls and for dialog calls to the logical system.

Choose the following in the Customizing settings for SAP NetWeaver: Application Server ® IDoc Interface/Application Link Enabling (ALE) ®Communication ® Determine RFC Destinations for Method Calls.

d. Choose the following in the Customizing settings for SAP NetWeaver: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Modeling and Implementing Business Processes ® Maintain Distribution Model and Distribute Views.

Generate a partner profile once you have generated this in SAP CRM (see the following section under SAP CRM, point 1d).

2. Transaction WE21

Create a port for IDoc processing for the RFC destination for the CRM System.

3. Transaction WE20

Maintain inbound and outbound parameters for the logical system for the CRM system:

a. Define the following outbound ports:

§ DISPUTE_ATTRIBUTESCHANGE

§ DISPUTE_CREATE

§ DISPUTE_PROCESS

§ SYNCH

You must specify the following data for the outbound ports:

§ Receiver port

§ Packet size = 1

§ Transfer IDoc immediately

§ Postprocessing: Permitted Agent:

Type = US

Agent

Language

You must make the following entries especially for the outbound ports:

§ DISPUTE_ATTRIBUTESCHANGE

Basic type = DISPUTE_ATTRIBUTESCHANGE01

§ DISPUTE_CREATE

Basic type = DISPUTE_CREATE01

§ DISPUTE_PROCESS

Basic type = DISPUTE_PROCESS01

§ SYNCH

Basic type = SYNCHRON

b. Define the following inbound ports:

§ DISPUTE_STATUSCHANGED:

Postprocessing: Permitted Agent:

Type = US

Agent

Language

Message code BAPI

Cancel processing after syntax error

Trigger immediately

In SAP CRM:

...

1. Transaction SALE:

a. Create an RFC connection to the FI-CA System. Use the same RFC connection as you use for communication between the FI-CA and CRM System.

Choose the following in the Customizing settings for SAP Web Application Server: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Communication ® Create RFC Connections.

b. Define the logical system if it has not yet been created.

Specify the name of the FI-CA system for the logical system.

Choose the following in the Customizing settings for SAP Web Application Server: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Basic Settings ® Logical Systems ® Define Logical System.

c. Assign the standard RFC destinations for BAPI calls and for dialog calls to the logical system.

Choose the following in the Customizing settings for SAP Web Application Server: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Communication ® Determine RFC Destinations for Method Calls.

d. Choose the following in the Customizing settings for SAP Web Application Server: Application Server ® IDoc Interface/Application Link Enabling (ALE) ® Modeling and Implementing Business Processes ® Maintain Distribution Model and Distribute Views.

§ Create distribution model

§ Distribute distribution model

§ Generate partner profile

2. Transaction WE21:

Create a port for IDoc processing for the RFC destination for the FI-CA system.

3. Transaction WE20

Maintain inbound and outbound parameters for the logical system for the CRM system:

Maintain the following outbound ports:

¡ DISPUTE_STATUSCHANGED

¡ SYNCH

You must specify the following data for the outbound ports:

¡ Receiver port

¡ Packet size = 1

¡ Transfer IDoc immediately

¡ Postprocessing: Permitted Agent:

§ Type = US

§ Agent

§ Language

You must specify the following data for the outbound ports:

¡ DISPUTE_STATUSCHANGED

Basic type = DISPUTE_STATUSCHANGED01

¡ SYNCH

Basic type = SYNCHRON

Define the following inbound ports:

¡ DISPUTE_ATTRIBUTESCHANGE

¡ DISPUTE_CREATE

¡ DISPUTE_PROCESS

Customizing in SAP CRM

Creating the Attribute Profile and the Record Model

To define the structure of the dispute case, you must define the attribute profile and the record model.

The general attributes of a case are stored in table SCMG_T_CASE_ATTR in Case Management. You must perform the following steps so that you can use attributes that are only relevant for dispute case processing:

...

1. Define attribute profile

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ® Extended Customizing ® Special Settings ® Create Profiles ® Create Attribute Profile.

SAP supplies the attribute profile CRM_FICA. Record the table CRMD_CMG_CASE_AT. This table contains the specialist attributes for case processing in IC WebClient.

2. Create and enhance structure CI_NO_EEW_CRMT_CMG

You must link the attributes required for dispute case processing with the fields in table CRMD_CMG_CASE_AT. To do this, create the structure CI_NO_EEW_CRMT_CMG and add the include UDM_FICA_S_DCATTR to the structure.

a. Choose transaction SE11 and display the data type CRMD_CMG_CASE_AT.

b. Choose the include CI_NO_EEW_CRMT_CMG and confirm the dialog box asking you whether you want to create a new include with Yes.

c. Choose Edit ® Include ® Insert in the new include, and insert the existing include UDM_FICA_S_DCATTR.

d. Save and activate your changes.

You can specify the record model in transaction SCASE. SAP supplies the record model CRM_FICA_DIS_V1. If you use a different record model, do this by copying the record model CRM_FICA_DIS_V1 and making enhancements to the copy. If you make enhancements, you will also need to adjust the programs.

Record model CRM_FICA_DIS_V1 and attribute profile CRM_FICA are assigned to case type DISP in the Customizing settings for case types.

Customizing for Basic Case

The dispute case is based on the basic case. Make the following Customizing settings for Case Management:

...

1. Define process

The standard process for dispute case processing is C_CA. You must add to the Customizing settings if you want to use a new process.

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ® Extended Customizing ® Special Settings ® Define Processes ® Define Processes.

2. Define default values for process

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ® Extended Customizing ® Special Settings ® Define Processes ® Define Process-Dependent Parameters ® Define Default Settings for Case Types.

Assigning Element Types and Business Object to Process

The Customizing settings supplied by SAP contain the relations used for the standard process C_CA. You only need to extend the Customizing settings if you are using a new process or relations for the process.

Defining Case Types

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ® Basic Settings ® Define Case Types.

The standard case type used for dispute case processing is DISP. Make the basic settings for the case type in this activity. These settings include assigning the process C_CA to the case type DISP.

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ® Extended Customizing ® Special Settings ® Define Case Types (Enhanced Customizing).

Add additional profiles for the case type, for example the attribute profile CRM_FICA.

Defining Values for Categories, Reasons, and Priorities for a Case Type

Perform the following activities in the Customizing settings for Customer Relationship Management under: Case Management ® Basic Settings ® Determine Permitted Values for Case Attributes:

· Create Values for Categories

· Create Values for Reasons

· Create Values for Priorities

The IMG activities contain Customizing settings for the category, reason, and priority of the case type DISP.

Defining Escalation Reasons for a Case Type

Perform the following activities in the Customizing settings for Customer Relationship Management under: Case Management ® Basic Settings ® Determine Permitted Values for Case Attributes:

· Create Values for Reasons for Escalation

Record escalation reasons without reference to a case type.

· Assign Escalation Reasons to an Attribute Profile

Assign parts of these escalation reasons to case type DISP.

Creating a Status Profile

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ® Extended Customizing ® Create Status Profile.

SAP supplies the status profile FICA. If you define a new status profile, you must at least use all the system statuses that are used in status profile FICA, since otherwise there will be problems in status processing in SAP CRM and FI-CA. You can then assign the new status profile to the case type DISP.

Defining Partner Determination Procedures

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ®Extended Customizing ® Process Partners ® Define Partner Determination Procedures.

SAP supplies the partner determination procedure FICADISP. It uses the partner functions Person Responsible (00000022), Employee Responsible (00000014), and Coordinator (FICA01). Insert a record entry in the dispute case under the anchor C1 for each of the three partner functions in the implementation CL_IM_FICA_PART_DETR of the BAdI /CRMS/CMG_PART_DETER. The name of the business partner entered is also entered in the Person Responsible, Processor, and Coordinator fields in the dispute attributes depending on the partner function.

Assigning the Partner Determination Procedure to the Case Type

Choose the following in the Customizing settings for Customer Relationship Management: Case Management ®Extended Customizing ® Process Partners ® Assign Partner Determination Procedures.

The partner determination procedure FICADISP is assigned to the case type DISP in the standard system.

Case Customizing in IC WebClient

The dispute case search and dispute case processing use the Case Processing functions in IC WebClient. To use these, you must make the following Customizing settings:

Settings for Dispute Case Search

Choose the following in the Customizing settings for Customer Relationship Management: Interaction Center WebClient ® Customer-Specific System Modifications ® Enhance Profiles for Case Management.

SAP supplies the case profile FICADIS. You can use this profile to search dispute cases of case type DISP and display the search results.

Settings for Dispute Case Processing

Choose the following in the Customizing settings for Customer Relationship Management: Interaction Center WebClient ® Business Transactions ® Case Management ® Define Filters for Displaying Case Details.

SAP supplies the profile FICADIS as a filter for displaying case details. Record the format for displaying the record model for the dispute cases in IC WebClient in the filter.

The case profile FICADIS is assigned the case type DISP and the filter profile FICADIS in the standard system. Views are defined for displaying the attributes and displaying attribute details for the combination of case profile FICADIS and case type DISP.

Defining a Dispute Case Profile

Choose the following in the Customizing settings for Customer Relationship Management: Interaction Center WebClient ® Industry-Specific Functions ®Integration with Contract Accounts Receivable and Payable (FI-CA) ® Define Dispute Case Profile.

SAP supplies the dispute case profile FICADIS. Assign the case type DISP to the dispute case profile in this IMG activity.

Choose the following in the Customizing settings for Customer Relationship Management: Interaction Center WebClient ® Industry-Specific Functions ®Integration with Contract Accounts Receivable and Payable (FI-CA) ® Edit FI-CA Profiles.

The current FI-CA profile is assigned the dispute case profile FICADIS.