11/23/2019

Industries
Generated on: 2019-11-23

SAP S/4HANA for Customer Management | 1.0

PUBLIC

Original content: https://help.sap.com/viewer/5500f68fb31f4a74a12fe216210cdc2f/1.0/en-US

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Utilities
The following section describes functions and business roles for the Utilities industry available in SAP S/4HANA for customer
management.

Overview
SAP S/4HANA Utilities for customer management offers service capabilities for the Utilities industry in the interaction center.

The interaction center agents can use the interaction center as a central point of entry to search and manage the Utilities master
data as well as to carry out the traditional Utilities industry processes such as meter reading, bill correction, move-in/out and
more.

Functions for the Utilities Industry

Features
This sections contains documentation for the following functions available within SAP S/4HANA Utilities for customer
management:

Interaction Center Agent Role

Managing Business Partners and Contract Accounts

Managing Technical Master Data

Bill Information and Correction

Managing Budget Billing Plans

Financial Inquiries

Collections

Interaction Records

Managing Meter Readings

Fast Move In/Out

Interaction Center Agent Role

The business role S4C_UT_IC has been created for the interaction center agent in SAP S/4HANA Utilities for customer
management.

The interaction center agent in the Utilities industry processes sales and service transactions using telephone, e-mail, fax, or the
Internet.

This business role, used to manage residential customers in the Utilities industry is designed for the sale of Utilities products using
parked documents in the Interaction Center WebClient.

The interaction center agents can use the interaction center as a central point of entry to search for and manage the utilities
master data as well as to carry out the traditional processes such as meter reading, bill correction, move-in/out and more.

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With this business role, the interaction center agent can now perform fast move-in and move-out functions for a business partner
or a premise.

Managing Business Partners and Contract

Accounts
You use this function to enable the interaction center agent to manage a business partner's data and contract accounts in the
following ways:

Search and identify a business partner

See an oveview of a business partner's data

View and change a business partner's data

Create a new business partner

Search for a contract account

View a list of contract accounts belonging to a business partner

View and change contract account data

Create a new contract account

Business Partner Overview in the Interaction

Center
Use
The interaction center for utility companies contains various overviews for customer data.

Prerequisites
You have selected a business partner.

SAP delivers default tree pro les for the business data environment, service location environment and the technical data
environment.

You have assigned tree pro les in Customizing for Customer Management under Industry-Speci c Solutions Utilities
Industry Settings for User Interface Account Overview .

Features
The Business Partner Overview screen provides you with a complete overview of a con rmed business partner. The information is
presented in the form of various tab pages. You can personalize your view settings for each of these tab pages.

The system displays the following general information about the business partner:

Business partner information

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You can view information for the con rmed business partner including billing details, open amounts, number of contract
accounts, premises, last interactions, and so on.

Data environment

You can view information about technical objects including connection object, premise and equipment assigned to this
business partner. You can manage the pro les in Customizing for the BOL tree used on the Data Environment tab page.

For more information, see the Customizing documentation under SAP Utilities Customer Service CRM
Integration De ne Data Environment for Customer Overview .

Clari cation cases history

You can view clari cation cases for the con rmed business partner. You can also initiate the creation process for a
clari cation case if further intervention or follow-up is required from a back office agent, for example, the billing
department.

For more information, see Clari cation Cases in the Interaction Center.

Interaction Records Search

Use
An interaction center agent could use various search criteria to nd interaction records from all historical interaction records that
are relevant to the con rmed business partner. By default, the most recent interactions are displayed on top.

Features
Search for related interaction records.

Display details of an interaction record.

Display different number of interaction records as de ned in Customizing.

Activities
You can do the following in the system:

Enter selection criteria, and then choose the Search pushbutton to search for interaction records based on the input
search criteria from all interaction records for the con rmed BP.

Return desired number of interaction record search results. When you search for interaction records, only the most recent
100 results are displayed by default. To change the default number of records displayed, enter a value in the Maximum
Number of Results eld.

Historical Clari cation Cases in the

Interaction Center
Use
Interaction center agents can view a history of past clari cation cases for a con rmed business partner in the Interaction Records
work center and Business Partner Overview work center. All cases for the con rmed business partner or associated premise,
PoDs, contracts and contract accounts are displayed.
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Activities
Display Historical Clari cation Cases for a con rmed business partner

There are two ways to display historical clari cation cases for a con rmed business partner in the interaction center:

In the Interaction Record work center or in the Business Partner Overview, choose the Clari cation Cases History link to
display all historical clari cation cases based on the con rmed business partner.

The selection of historical clari cation cases for a con rmed business partner will be determined based on the implementation of
the BAdI ISU_BP_BPEM_OBJ_QUERY, enhancement spot ISU_BP_BPEM_OBJ_QUERY in the SAP S/4HANA system, which
can be used to in uence the display of historical cases in the Business Partner Overview and Interaction Records work centers.
Using this BAdI, you can in uence the display of cases based on the case status and main object associated with the case, specify
the desired time period for the display of cases and select the maximum number of clari cation cases to be displayed. See the
Customizing activity for SAP Utilities under Customer Service CRM Integration BAdIs for Accessing Objects Account
Overview: BAdI for Clari cation Cases .

The sample implementation of the BAdI retrieves a list of clari cation cases based on the following criteria:

The main object is the business partner.

The main object is one of the contract accounts of the con rmed business partner.

The main object is one of the contracts of the con rmed business partner.

The main object is one of the PoDs of the con rmed business partner.

The main object is one of the premises of the con rmed business partner.

In the table of historical clari cation cases, you can choose the Case ID links to navigate to the clari cation cases in display mode.
You can also sort or lter the results.

Edit Historical Clari cation Case Notes

Historical clari cation cases cannot be edited. Only open cases in status New and In Process can be edited.

Contract Account
Use
This function allows you to create one or more contract accounts for each of your business partners so you can use them to save
data relevant for business transactions with the respective business partner.

In SAP S/4HANA for customer management, the entry and processing functions for contracts and orders are used by high volume
industries like telecommunications, utilities, public sector, and waste & recycling.

In the contract account, you can store controlling data for long-term business relationships with a business partner.

This data controls processes in invoicing, contract accounts receivable and payable, taxation, and correspondence processing.
You can de ne several contract accounts for each business partner.

You can activate the FI-CA contract account function in the Customizing of Customer Management under Master Data Business
Partner Contract Account De ne Basic Settings . Activate the Indicator Active Accounting (Active Account.).

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In the case of a business transaction (order or contract creation), the system maintains the allocation of the transaction to a
contract account. Invoicing documents for the business transaction are submitted to the active FI-CA in the SAP system.

When processing business transactions (order or contract creation), you can have the system determine an appropriate contract
account. For more information, see the Customizing activity for Create Contract Account under Customer Management Master
Data Business Partner Contract Account .

Features
For a speci c contract account you can enter payment-related information, such as:

Terms of payment

For example, cash discount percentage rates and payment deadlines

Bank details or card ID to be used for incoming and outgoing payments

The customer can specify that a different bank account or card be used for incoming payments than the account or card
used for outgoing payments.

An alternative payer or alternative payee

This is required if open items are to be paid by or due payments paid to a third party instead of the contract partner. When
an alternative payer has been assigned to the contract account, the speci ed bank details or card ID refers to the
alternative payer.

Alternative correspondence recipients

These can also be de ned individually according to the type of correspondence. You can specify a different recipient for
dunning and for invoices, for example.

Find and Create a Contract Account

Use
After you have searched for a business partner on the Identifaction screen, you can open the input help for the eld Contract
Account ID before you con rm the business partner.

You can use various criteria to nd existing contract accounts and use the corresponding links in the hitlist to navigate to the
respective overview and maintenance dialog. You can also assign referencing contract accounts in the overview for a collective bill
contract account.

Additionally, you can create individual contract accounts and collective bill contract accounts directly from the identi cation
screen.

Features
In the interaction center, the system creates the contract account automatically for the business partner who has already been
con rmed. If no business partner has been con rmed, the system accesses business partner identi cation. The settings that have
been made in Customizing de ne the contract account class for the new contract account. You can also make Customizing
settings to de ne a default initial value for the other elds. If a collective bill contract account is involved, you can make or remove
assignments to speci c contract accounts in the Referencing Contract Accounts area.

Change a Contract Account

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Use
You can change the attributes in a contract account in the contract account overview. However, you cannot change the actual
contract account class.

If you are using the collective bill function, you cannot change the collective bill indicator once the contract account has been
created. Nevertheless, you can also assign several reference contract accounts to a collective bill contract account simultaneously
from here or remove these assignments.

To create a collective bill, meaning that individual documents for a collective bill posting document (CB document) are combined
to be processed collectively (for example during bill creation or payment), create a collective bill contract account to which you
assign speci c contract accounts.

Features
Attributes for a contract account are divided into the following areas:

Payment data and payment methods for incoming and outgoing payments

Correspondence

Dunning

Bill

Taxes

Activities
If a collective bill contract account is involved, the Referencing Contract Accounts area is also displayed. You can use this area to
manage the assignment of other referencing contract accounts that are assigned to this collective bill contract account. This
assignment affects the invoicing process in the SAP S/4HANA system. It means, for example, that the system writes all posting
records for the referencing contract accounts to the collective bill account as statistical document items and bills them
collectively.

Managing Technical Master Data

You use this function to enable the interaction center agent to manage a business partner's technical master data in the following
ways:

Search for a premise (standard search):

Search for a premise linked to a business partner

Search for a premise linked to a business partner and contract account

Search for a premise independent of a business partner and contract account

Manage IS-U technical master data using the Transaction Launcher

Bill Information and Correction

You use this function to enable the interaction center agent to view and correct bills in the following ways:

View a list of bills

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View the PDF version of a bill

Reverse an incorrect bill and create a new one

Bill Correction
Use
To correct a bill, you rst have to identify and con rm a business partner. You also have to identify the contract account.

You can use the bill number to uniquely identify the business partner and contract account.

Prerequisites
You have assigned the bill correction to the navigation area for your business role.

Two function pro les are assigned to the business role: Print Document (IUPRINTDOC) and Billing Document
(IUBILLDOC).

You can modify the initial data load for the application in the print document function pro le. You can, for example, de ne
the period for which the system transfers documents.

The business partner has a contract account in customer management.

Features
You can search for existing business partners or an existing contract account and display the associated bills (print documents).

The most recent bill for each contract account for the business partner is displayed in the results list for bills.

By selecting the bill amount, you can display the bill in PDF format.

You can enter a new bill amount, reverse the original billing, and save the new data. You can then execute billing and
invoicing again.

The system displays the meter reading data for a bill selected from the list of results.

You can enter the current meter reading here.

You can enter a meter reading date.

You can perform a validation of the new meter reading result. The system corrects the original meter reading data.

Note
All print documents, billing documents and the associated meter reading results for the contract account are displayed in the
navigation area.

The system can only determine meter reading results that belong to the billing document if the IS-U billing document contains
the corresponding information rows. This assumes that the IS-U billing schema has a speci c structure.

In the register rate, use a rate step with the variant program QUANTI22. Alternatively, you can generate information rows In
the register rate using the variant program QUANTI14.

The same register operand must be used as an input operand in both cases.

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Activities

Note
You can customize the contract hierarchy tree for the display, create, and reverse views. For more information, see Customizing
for Customer Management under Industry-Speci c Solutions Utilities Industry Settings for User Interfaces General
Functions De ne Object Hierarchy and Object Attributes .

Display Documents (Display Details):

You can perform the following display functions:

Search for a contract account and a contract assigned to it and display information about the account, including the
payment data, taxes, and linked contracts.

Display a speci c assigned contract and the information it contains, including the account assignment, and move-in and
move-out data.

View the billing documents for a contract, their status, details, and related documents, such as, bill orders, meter read
documents, and print documents.

When you select a billing document or a print document in the contract hierarchy tree, the net total amount or total
amount (respectively) of all the line items is displayed in the Document Overview assignment block.

When you select budget billing plans, payment plans, and payment schemes in the contract hierarchy tree, the associated
details are displayed in an assignment block to the right of the tree.

Create Documents

You can create the following documents (also as a simulation document in each case):

Billing document

You can only create billing documents from billing orders that have the status billable. In the creation mode, you can create
a simulation document without a billing order.

Print document

You usually create print documents from billing documents (standard or manually released); however, you can also create
invoices from billing orders with the status billable. In this case, the billing orders are used internally to create billing
documents, which are then used to create invoicing documents.

Billing order

You can create billing orders with the following meter reading reasons:

Periodic meter reading

Interim meter reading with billing

Meter reading document

By creating the billing order, you can identify the meter reading documents created in the display.

Note
During the simulation, you can also create an individual simulation without a billing order where you can select any period in
addition to the billing order-based documents. In the detailed view of the contract account or contract, choose Individual
Simulation and select the period required.

The following invoicing options are available:

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Document date

Posting date

Reconciliation key

Send to printer

Reverse Documents

You can perform a reversal or adjustment reversal for standard, manually released, and outsorted billing documents. You can also
reverse standard and outsorted print documents. You can search for a particular document to reverse, or trigger the reversal
process from the main contract account page.

Note
To reverse a document, you must select the most recent billing document and print document created.

The following options are available for billing orders:

Reversal reason

Reversal date

Full reversal

The following options are available for print orders:

Reversal reason

Reversal date

Reconciliation key

Retain budget billing plan

Document type

Find Objects

The Positioning function can be used to nd and position an object, such as a bill by a speci c amount, or a billing document by a
speci c number. If you choose this, a dialog box appears where you can enter your search terms. You can use any number of text
elements from the displayed attributes for the search.

Quick Search

We recommend using the general search for working with a contract account. A large number of individual contract accounts can
be assigned to a collective bill contract account. This can result in large quantities of data. To nd a contract account or a bill
quickly, a separate quick search is also available.

You can use the following search criteria:

Collective contract account number

Contract account number

Business partner number

Bill number

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Collective bill number

Working with Collective Contract Accounts and Collective Bills

You can also display and reverse documents for collective contract accounts. You must observe the following here:

Display

Displaying collective contract accounts has been optimized so that a large number of objects can be displayed.

The contract accounts assigned to the collective contract account are displayed on a separate assignment block.

The individual bills and billing documents that belong to the collective bill are displayed. You can use the contract
account to navigate to the respective individual document here. If you select a collective bill, the system displays all
associated individual bills on a separate assignment block in addition to the tree display.

The overview only provides a restricted view of the contract account; the contract-related data, such as, the
contract, budget billing plan and billing order is missing here. The system only displays the assigned individual bills
for a collective bill. To display all individual bills in a contract account and the contract-related data, you can use the
plus icon on the contract account to switch to the complete display. You can navigate backwards using the minus
icon.

Reversal

You can reverse collective bills. You can also select and reverse associated individual bills. Observe the corresponding
Customizing settings in SAP S/4HANA Utilities.

Rebilling

We recommend that you use periodic jobs in SAP S/4HANA Utilities to create collective bills. This means you cannot create
a new collective bill in customer management. However, you can generate billing orders and billing and individual print
documents for individual accounts.

Filtering of Documents
Use
You can use this function to restrict the documents for a contract account displayed in the navigation tree by date or by document
type. This applies to the following document types:

Billing documents

Billing documents that have not been invoiced

Print documents

Prerequisites
You have de ned the default ltering criteria in the functional pro le for billing.

For more information, see Customizing for Customer Management under Industry-Speci c Solutions Utilities
Industry Settings for User Interfaces Bill Correction.

You have de ned the default ltering criteria in the functional pro le for invoicing.

For more information, see Customizing for Customer Management under Industry-Speci c Solutions Utilities
Industry Settings for User Interfaces Bill Correction.

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You have searched for and displayed the contract account required.

Features
Filtering Criteria dialog box

Default Selection

By default, the system uses the ltering criteria speci ed in the functional pro le when a contract account is displayed
from the advanced search screen. The current date + six months is used as the end date for the date range, and the system
calculates the start of the range based on the number of months (before the current date) de ned in the functional pro le
for billing.

Date Filtering Conditions

The documents are displayed in the tree if the following criteria are met:

Document Type Date Attribute

Billing order Scheduled billing date for document

Note
The date must fall within the ltering date range.

Billing document that has not been Start and end date for the billing period
invoiced

Print document Start and end date for the billing period of the embedded billing documents

A print document is displayed if at least one of its billing documents meets the ltering
criteria.

Activities
Changing Filtering from the Filtering Criteria Dialog Box

From the contract account hierarchy tree toolbar, you can choose Filter to de ne or change the ltering criteria.

You have the option of applying the lter to the following:

Document status (simulated or reversed billing or print documents)

Date range

Save Filter Settings

You can save and transfer your ltering criteria for a user by choosing Filter on the lter dialog box. This includes the checkbox
values for simulated or reversed billing or print documents. The data that is saved is user and client-dependent. The saved values
are selected as defaults the next time that you access the application and use the lter. If you have never saved the lter data
before, the system loads the default values.

Note
You can use the report RCRM_ISU_WUI_FILTER_CLEANUP to clean up the corresponding database table for users that have
lter values stored but are no longer in the system. The report can delete a value for a speci c user or delete all table values.

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Managing Budget Billing Plans

You use this function to enable the interaction center agent to manage budget billing and payment plans for a business partner in
the following ways:

View a budget billing plan and change the amount

View, change and create a payment plan

View, create and change a payment scheme

Budget Billing Plan

Use
Utility companies normally bill for their services at the end of a supply period - in an annual consumption billing, for example.
Therefore, they charge budget billing amounts during the supply period instead of the actual amount owed, in order to remain
solvent. You specify the budget billing amounts and the dates that are due in the budget billing plan. The budget billing plan is the
basis for charging budget billing amounts.

With budget billing plans, you manage the budget billing requests in a billing period in between two periodic bills.

You can use several budget billing procedures. Each of these have different ways of determining budget billing dates and amounts,
managing budget billing data, and posting procedures:

Statistical budget billing procedure

Partial bill procedure

Payment plan procedure

Payment scheme

Features
You can display and change active and inactive budget billing plans for a contract account. You can also display the following
information:

Start and end of budget billing plan

Division

Budget billing amount

Billing period

Premise

Contract

Payment Plan
Use

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You use the Payment Plan component to manage payment plans. In the payment plan, the utility company and the customer
decide the amount to be paid with each bill. Instead of paying the actual bill amount, which varies according to season, the
customer has either a xed payment plan or a payment plan in which the uctuation of the amount is kept to a minimum. The
utility company records the difference between the payment plan amount and the actual bill amount and charges it at a later date.

Depending on the settings that you de ned in Customizing, you can either enter an amount for a prede ned period (generally 12
months) in the payment plan, or you can use the previous bills to calculate an average value for the current bill. Within the
payment period, the Balance Forward Amount (BFA) is a cumulation of the positive and the negative deviations between the
calculated payment plan amount and the actual bill amount.

Depending on the category to which the payment plan belongs, or depending on the settings in the contract, the balance forward
amount is reimbursed or charged to the customer when the payment plan expires or, at the very latest, when the customer moves
out of the premise.

Consumption billing must take place for every due date of the payment plan. For this reason, the payment plan is not comparable
to a statistical budget billing plan or a partial bill, in which the relevant amounts are charged in between two periodic bills.

Features
You can display the current payment plans of a contract account for individual contracts.

You can display the deactivated payment plans of a contract account for individual contracts.

You can can select a payment plan from the list of active payment plans and change it.

You can enter a new amount for the payment plan.

You can determine the month as of when you want the change to be valid.

Payment Scheme
Use
Call center agents can use the Payment Scheme function to create new payment schemes and edit existing ones.

Features
Payment Scheme - Overview

You enter the payment scheme application using the payment scheme overview. Here, the system displays a table containing all
existing payment schemes. You can use the action buttons in the table to display or edit the payment schemes. If you want to
create a new payment scheme, use the pushbutton at the top of the screen.

Create Payment Scheme

The creation process is split into three parts:

1. Select a utility contract.

2. Enter the payment scheme frequency and the rst due date. You do not have to enter a payment scheme category. You can
de ne default values for the frequency and the category in Customizing under SAP Utilities Invoicing Budget Billing
Plan Payment Scheme Basic Settings De ne Control Parameters for Payment Scheme in IC WebClient .

3. The existing open items are available for selection so that you can include them directly in the payment scheme when you
create it.

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Once you have completed the creation process, the system displays the payment scheme in Change mode.

Change Payment Scheme

The type of processing of a payment scheme is generally oriented around transaction EA62PS. The following functions are
available:

Amount change

You can change the amount, the change reason, and the changeability status of an existing sample line. Amount changes
are checked in event R886. The check logic generally allows you to ignore an unsuccessful check (for example, if the
amount to be changed is higher than a limit de ned in TE560) if you also enter a change reason.

Proration

You can prorate sample lines by entering a new start date and a new amount.

Frequency change

You can change the frequency of the payment scheme. Choose Change Frequency to open a new dialog box where you can
enter the required data. This function works in the same way as the Change Basic Data function in transaction EA62PS.
You can change the frequency from any speci c day. Any sample lines that exist after this date become invalid.

Note
As opposed to in transaction EA62PS, no warning is issued if these sample lines exist.

Payment break

When you set up a payment break, the system opens a dialog box where you can enter the start and end of the payment
break. You can also specify an amount for this period. The default value for this amount is 0. If the system con rms the
payment break, two new sample lines are integrated into the payment scheme.

Default amount

The system re-extrapolates the amount of a selected sample line. This amount is determined by event R885 and can also
be adjusted with this event. In the standard de nition of the event, the billing period to which the sample line belongs is
extrapolated and the resulting amount is divided between the due dates still available within the billing period.

End/Stop

The following elds are available if you want to end a payment scheme: End Date and Deactivation Reason. If the end date
is in the future, the system stops the payment scheme. Therefore, you can still edit the payment scheme.

Caution
If you end a payment scheme and then want to correct the end date in the future before you have saved, you rst have
to reset the payment scheme. In this case, all changes are lost. As soon as you save the payment scheme, it is no longer
possible to correct the end date in the future.

Open items

The system opens a new screen for ending the open items. You can compare the changes directly in the top part of the
screen. The two lower parts of the screen contain the open items that can be included in the payment scheme and the
open items that are already included in the payment scheme. Each of the lower parts contains a pushbutton, which you can
use to move selected items into the other table. The system updates the Current Amount and Current Open Items Total
elds in the top part of the screen directly.

Show details

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You can use the Show Details pushbutton to specify that the system always displays the details of the selected sample line
directly.

Cancel

You can use the Cancel pushbutton to undo all changes and reset the payment scheme back to its initial status (database
status).

Customizing

You can perform Customizing activities under SAP Utilities Invoicing Budget Billing Plan Payment Scheme Basic
Settings De ne Control Parameters for Payment Scheme in IC WebClient .

Adjustments

Event R885

In this event, you can control how the system determines the default value. For more information, see the documentation
for function module ISU_SAMPLE_R885.

Event R886

In this event, you can evaluate a changed payment scheme amount and a speci ed change reason together. For more
information, see the documentation for function module ISU_SAMPLE_R886.

Event R887

In this event you can determine whether it is permitted to create payment schemes, and whether they can be created for
the selected contract. For more information, see the documentation for function module ISU_SAMPLE_R887.

Event R888

The system uses this event to determine the default values for creating a payment scheme. For more information, see the
documentation for function module ISU_SAMPLE_R888.

Event R889

In this event, you can decide whether it is permitted to edit open items, and whether the system automatically includes
certain open items when you create a payment scheme. For more information, see the documentation for function module
ISU_SAMPLE_R889.

Event R892

In this event, you can change or add to the payment scheme data shortly before it is displayed. For more information, see
the documentation for function module ISU_SAMPLE_R892.

Financial Inquiries
You use this function to enable the interaction center agent to respond to nancial queries of a business partner in the following
ways:

View account balance overview

View open items and their details

View account history

View, create and delete processing locks, for example, dunning and interest locks

View dunning history

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Search for, view and assign payments

Contract Accounts Receivable and Payable

The following section contains a description of the objects, functions and processes available for Contract Accounts Receivable
and Payable in the interaction center for the Utilities industry.

Account Balance
Use
The account balance for a business partner and the related contract accounts provides the agent in the interaction center for
Financial Customer Care with an overview of all the data on the individual contract accounts, such as, the open amount, due
amount, and total open payments.

A variety of views provide additional information about the account balance, and allow access to processing functions.

Integration
If the agent has not yet con rmed a business partner, the system displays the empty account overview. Choose Change Search
Criteria to open the account balance search. If the agent has con rmed the business partner and, if applicable, a contract account
in the identi cation step, the system displays the balances overview or nancial account overview for the business partner and the
related contract accounts according to the pro le settings in Customizing.

For more information about the Customizing settings for the interaction center for Financial Customer Care, see Customizing for
Customer Management at Interaction Center WebClient Industry-Speci c Functions Integration with Contract Accounts
Receivable and Payable (FI-CA) .

Features
The agent has access to the following information and functions in the account balance:

Account balance search

Financial account overview

Balances overview

Document/item display for the different balances

Line items for each document (with general ledger items)

Detail view of line item

Open items list

You can navigate directly to item display and document display from the open items list without having to access the
account balance and the balances overview. The system displays the account balance with the balance list, only if there are
items in different transaction currencies for the balance (one entry per transaction currency).

More information about the selected contract account:

Last dunning notice or last collection step

Last payment

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Last returns

Next due installment

Current promises to pay

Locks for business partner / contract account / contract

The agent receives information about existing processing locks for the contract account or contract:

Lock category

Lock reason

Validity area

Entry data

The agent can lter the displayed locks by lock category and restrict display to active and future locks, as well as add or
delete locks and change the validity area.

Credit memo creation - business partner / contract account / contract

The agent can enter a credit memo amount, choose a credit pro le (Credit Memo for Phone Calls, Credit Memo for Other
Services, Credit Memo for Basic Charges), and create credit memos for the totals line currently selected in the business
partner, the contract account, or the contract.

Installment plans (open / cleared installment plans) for the selected contract account / contract with the following
information:

Total

Open amount

Due amount

Validity period

Number of installments

The agent can de ne installment plans in the current contact and create new installment plans, change and deactivate
existing ones, and search for installment plans.

When creating an installment plan, the agent enters additional parameters such as the currency, the relevant items, an
installment plan category, and the due date of the rst installment. You can also simulate creation of an installment plan.

Promises to pay

Incoming payment - business partner / contract account/contract

The agent can receive payments from the customer by selecting a payment type (check payment, card payment, or
automatic debit) and entering the selected total amount, as well as, if applicable, an amount for clari cation that can be
cleared, and the actual payment amount for the payment.

In the case of card payments, you can either perform online authorization or check the CVV.

Account maintenance – a contract account can contain open debit and credit items. If they have a balance of zero, or if
there are minor differences that are within the tolerance limits de ned, these amounts can be cleared manually during
account maintenance in the IC WebClient. For more information, see SAP Note 2228915 .

Reverse account maintenance – if the wrong items have been cleared, the agent can also reverse this clearing in the IC
WebClient. For more information, see SAP Note 2228915 .

Financial account history

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In the nancial account history, the system displays all the account movements for the contract account in chronological
order. The agent can switch to the document display for each posting document (list of document items) by using the
document number of each posting.

If you want to check the card veri cation value, you must activate one of the following business functions:

Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) (CRM_FICAX_1)

FCC for Telecommunications (CRM_TEL_1)

Energy Retailer (CRM_UT_ER_1)

Note
SAP supports you in processing and managing SEPA direct debits and bank transfers in conjunction with the Single Euro
Payments Area (SEPA), which is designed to create a single European payment area. Mandates are granted by a paying party
to a creditor as part of a debit memo procedure.

In addition to entering the bank details to be used, you can also enter the SEPA mandate to be used in the account balance for
capturing an incoming payment or a payment request. You can also assign a SEPA mandate for the used bank details within the
item or document display. According to that, the payment run in Contract Accounts Receivable and Payable considers the
entered SEPA mandate.

When you assign a SEPA mandate, the system displays a list of all suitable mandates for the IBAN in the bank details used. You
can also create new mandates or change existing ones.

To assign a SEPA mandate to prepaid accounts, you must activate the business function Integration of SAP CC and SAP CI
with the Provider Order (CRM_PROVORDERINT_2) or business function FCC and Dispute Management for Contract AR/AP
(CRM_FCA_2)

To create and manage SEPA mandates in the system, activate the business function Single Euro Payments Area (SEPA)
Mandates (CRM_SEPA_1).

Financial Account Overview

Use
The nancial account overview provides the agent with an overview of the account balance for a contract account (open amount,
due amount, total payments). You can make settings in the FI-CA pro le in Customizing to specify whether the data is to be
displayed as a list or in a tree structure.

Integration
The system displays one or more contract accounts or contracts for the business partner in the nancial account overview,
depending on whether or not the agent selected and con rmed a contract account or contract during business partner
identi cation. If you have not con rmed a speci c contract account in the system, the nancial account overview lists all the
contract accounts and contracts for the business partner.

The agent can display the balances overview or further information on the contract account, or alternatively, can navigate to
processing functions for the following objects:

Locks

Adjustment requests

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Credit memos

Installment plans

Incoming payments

Promises to pay

The data displayed in the balances overview changes according to the contract account or contract selected in the business
partner overview.

Prerequisites
You have made the settings for the FI-CA pro le, in Customizing for Customer Management at Interaction Center
WebClient Industry-Speci c Functions Integration with Contract Accounts Receivable and Payable (FI-CA) .

Features
The agent has access to the following functions in the nancial account overview:

Display additional information about the account balance for a contract account

This function provides you with more information about the most important data for the account balance, for example,
when the last payment was made, when dunning last took place, when the next installment is due.

The balances overview is automatically displayed for the rst contract account in the nancial account overview list. If you
con rmed a contract account before accessing the account balance, the system displays the balances overview for this
contract account.

For more information, see Balances Overview.

To access the account balance for a different contract account or contract, the agent must reset the contract account or
contract they originally con rmed, to display all the contract accounts or contracts for the business partner.

Set and delete processing locks for the contract account or contract

If you did not con rm a contract account or contract, the system displays all the existing locks for the business partner.
However, you cannot create a lock at business partner level.

Create, change, and deactivate installment plans

If you did not con rm a contract account, and select the totals row in the nancial account overview, the system displays
all the installment plans for the con rmed business partner when you access the installment plan function.

Create, change, and deactivate promises to pay

Create credit memos

Receive incoming payments

Generate bank statements

The agent can trigger correspondence creation for the bank statement for the business partner, contract account, or
contract, depending on the row they select in the business partner overview.

Access account history

Access payment list

In accordance with the business partner / contract account / contract identi ed, the agent receives a list of incoming
payments, and of items marked for payment for which a payment instruction was made in the interaction center or in the

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Electronic Bill Presentment and Payment application, but were not paid in the payment run. The agent can:

Stop the payments for which a payment instruction has been issued, and access documents cleared by a payment

Display and create dispute cases for a payment or for the con rmed master data

Reverse a payment assignment

To display and create dispute cases for the selected master data, or to reverse payment assignment, you must activate one of the
following business functions:

Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) (CRM_FICAX_1)

FCC for Telecommunications (CRM_TEL_1)

Energy Retailer (CRM_UT_ER_1)

Balances Overview
Use
The balances overview lists certain items (for example, open and due items, receivables, credits) for the contract account or
contract selected in the Financial Account Overview. You can display the individual documents for these balances.

Integration
The balances displayed in the balances overview change according to the contract account selected in the nancial account
overview.

If the number of items is less than that de ned in the Customizing settings for the FI-CA pro le, the system displays the
document/item display directly when the agent selects a balance. If the maximum number of items speci ed in Customizing is
exceeded, the agent must enter further restrictions on the documents or document items displayed in an additional view.

Prerequisites
You have made the settings for FI-CA pro les in Customizing for Customer Management under
Interaction Center WebClient Industry-Speci c Functions Integration with Contract Accounts Receivable and Payable (FI-CA)
.

Activities
To display the individual documents for a balance, choose a balance. You can switch from document display to the detailed view
for the document line item for each document item. For more information see Document/Item Display.

Document/Item Display
Use
In document/item display, the agent can display a list of the documents or items for the balance selected in the balances
overview.

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You can either display the documents for a balance (in the document display) or the individual document items for a balance (in
the item display). In the rst case, the system adds the items for each document. The system initially accesses item display by
default when you select a balance.

In the document display, you can navigate to the list of items in the posting document using the document number of each posting
document (for example, payment document, invoice document).

Note
When displaying the items in a document, you can navigate to the display of the general ledger items for the document.

You can also access the detailed view of the document line item, from the item display for the documents and items in a
posting document, and link single documents and items to the current contact.

Integration
You can access the document display or item display for a document, from the balances overview in the account balance. You can
display the items in a posting document from the following processing functions:

Processing open items

Account history

Payments

Invoices

Dunning notices

Contact data (if documents are linked to the current contact)

In the account balance, if you select a document in the document display, or a document item in the item display, you can display
details on the document or document item.

Features
Item Display

The following functions are available in the item display:

Link items to the current contact

Access detailed view of documents

You can display details on the document for the selected item.

Create incoming payment

When you access the payment function, the system lters the item list automatically by payable items. You can create
payments (such as credit card payments or debit memos), depending on the Customizing settings.

Initiate outgoing payment

Depending on the Customizing settings, you can initiate payment of credits (for example, using the payment method Bank
or Credit Card).

Make payment speci cation

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You can create payment speci cations (for example, using the payment method Bank or Credit Card), depending on the
Customizing settings.

Create payment request

Depending on the Customizing settings, you can make speci cations for the payment of credits (for example, using the
payment method Bank or Credit Card).

Enter deferral

Set, change, or delete processing locks

When setting locks, you enter the lock category, a lock reason, and a validity period for the lock. You can also delete
existing locks and change the validity area.

Create payment form

Display and create adjustment requests

Write off

You can select open items and clear them totally or partially. The system creates a write-off document. In the case of a
partial clearing, the remaining amount in the document is still open.

External collection

You can display information about submission to external collection for a selected item. This contains information from the
credit management system. You can also release selected items for external collection.

Document Display

The following functions are available in the document display:

Receive incoming payments. For more information, see Payments.

Create payment form - enter a payment amount and save the payment form.

Link documents to the current contact.

Display and create adjustment requests.

Link documents to the current contact.

Display or create dispute cases for the selected documents.

Payments
Use
In the interaction center, the agent can search for payments, access them, and display the details. The agent can also receive
payments from the customer, initiate outgoing payments, and link payments to the current interaction record.

Features
The following functions are available for payments:

Search for payments

Display payment details

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If you select a payment in the list of payments found, you can navigate to the detailed view of the payment from the
payment amount, to display precise information on the payment document. You can access the document display in the
account balance from the payment document number, and access the documents cleared by the payment from there.

Receive payments and initiate outgoing payments

You can receive payments from the customer by accessing the document/item display (see Document/Item Display) of
the open or due items in the Financial Account Overview for the contract account. You cannot receive payments using the
payment search.

Link payment to the current interaction record

Display and create dispute cases for a payment and for the con rmed master data

Make or cancel payment assignments

If you want to display and create dispute cases for a payment and the con rmed master data, or make payment assignments, you
must activate one of the following business functions:

Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) (CRM_FICAX_1)

FCC for Telecommunications (CRM_TEL_1)

Energy Retailer (CRM_UT_ER_1)

For more information on payments, see SAP Note 847162 .

Activities
1. Choose the open or due items for which the payment is to be received in the document display or item display, in the
nancial account overview for the contract account, and access the function for receiving payments.

2. Enter the payment amount and choose the payment type that the customer wants to use to make the payment.

3. If several different sets of payment data have been speci ed for a payment type, choose the payment data requested by
the customer.

Installment Plans
Use
The agent receives an overview of the installment plans for the business partner identi ed and, if applicable, for the contract
account or contract con rmed for a customer. The agent can:

Create new installment plans

Change existing installment plans

Deactivate existing installment plans

Connect an installment plan selected in the list with the current interaction record

Integration
In the account balance section of the Financial Account Overview screen, the agent can display installment plans for the business
partner, or for the business partner and their contract accounts.

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Prerequisites
You have made settings for interest calculation in Customizing for Contract Accounts Receivable and Payable under Business
Transactions Deferral and Installment Plans De ne Default Values for Interest on Installment Plans .

In the UI role, you speci ed that the system automatically calculates interest on the installments when an installment plan is
created. In the view FicaIpCreate, you can set the Interest indicator as a default.

Features
The agent receives a list of the installment plans for the master data con rmed and can then navigate to the following functions:

Display of a list of installment plans for the con rmed business partner, and optionally for the con rmed contract account
or for the contract

From the list of installment plans, the agent can access the processing functions for installment plans.

Create a new installment plan

To create an installment plan, the agent selects the items to include in the installment plan, and enters the following
installment plan parameters:

Installment plan type

Start date

Print parameters

Then the agent chooses Calculate Installments to create an installment plan proposal.

If interest is due for the installment plan, the system displays the interest.

Simulation of an installment plan

During the simulation, the agent can change the parameters of the installment again or save the installment plan.

Display of an installment plan with original items and all installments

Display of an installment plan summary with the following data:

Installment plan number

Amount due

Total interest

Charge amount

Total installments

Open total

Difference between total installments and open total

Deactivation of an installment plan with entry of a deactivation reason

Creation of correspondence for an installment plan

When creating, changing and deactivating the installment plan, the agent can print the installment plan. The system
creates correspondence for that in Contract Accounts Receivable and Payable (FI-CA) in the SAP S/4HANA system.

Changes when creating a new installment plan

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An agent can do the following after creating an installment plan, after the calculation of the installments and before saving
the installment plan:

Add new installments

Delete individual installments

Change the amount and net due date of individual installments

If the system calculates interest automatically, the system also automatically calculates the interest for the changed
installments, when the agent leaves the installment plan using Save and Back.

Changing an existing installment plan

An agent can change an existing installment plan. To change the amount, net due date, and deferral date of an individual
installment, the agent chooses Edit.

To delete individual installments, the agent chooses Delete.

When the agent saves the changed installment plan, the system does not automatically calculate the interest again.
Instead the agent has the choice:

To save the changed installment plan without recalculating the interest

To do so, the agent chooses Save and Back.

To recalculate the interest when saving the changed installment plan

To do so, the agent chooses Save with Interest Update.

Note
SAP supports you in processing and managing SEPA direct debits and bank transfers in conjunction with the Single Euro
Payments Area (SEPA), which is designed to create a single European payment area. Mandates are granted by a paying party
to a creditor as part of a debit memo procedure.

In addition to entering the bank details to be used, you can also enter the SEPA mandate to be used in the installment plan for
capturing an incoming payment or a payment request. You can also assign a SEPA mandate for the used bank details within the
item or document display. According to that, the payment run in Contract Accounts Receivable and Payable considers the
entered SEPA mandate.

When you assign a SEPA mandate, the system displays a list of all suitable mandates for the IBAN in the bank details used. You
can also create new mandates or change existing ones. To assign a SEPA mandate to prepaid accounts, you must activate the
business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_2) or business function
FCC and Dispute Management for Contract AR/AP (CRM_FCA_2). To create and manage SEPA mandates in customer
management, activate the business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1).

Dunning Notices
Use
The interaction center agent can search for, display, and reverse dunning notices, and link dunning notices to the current contact.
The agent can also display details of the dunning notice, the dunning items, the dunning activities, and dunning reductions. The
agent can navigate from the list of dunning items to the document display for a speci c item.

Integration

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When you access the functions for dunning notices, the system responds differently depending on which master data you
con rmed beforehand:

If you have con rmed the following master data, the system automatically displays a list of the dunning notices found and
the dunning header:

Business partner

Business partner and contract account

Business partner and contract

If you have not yet con rmed a business partner, the system displays the dunning search rst.

Features
The following functions are available for dunning notices:

Search for dunning notices

Cancel dunning notices

Display dunning items

From the display of dunning items, you can access the document display in the account balance by using the document
number of the item.

Display dunning activities

Display dunning reductions

Link dunning notices to the current contact

Display and create dispute cases for a dunning notice and for the con rmed master data

If you want to display and create dispute cases for a dunning notice and the con rmed master data, you must activate one of the
following business functions:

Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) (CRM_FICAX_1)

FCC for Telecommunications (CRM_TEL_1)

Energy Retailer (CRM_UT_ER_1)

Collections
You use this function to enable the interaction center agent to manage collections in the following ways:

Manage payment data such as bank details and card (for the purpose of pre-authorized debit)

Take incoming one-time payments

View and create a promise to pay

Create an installament plan

Create and reverse a payment deferral

Create a payment write-off

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Create a SEPA mandate

Send unpaid items to external collections agency

Create a credit memo

Promise to Pay
Use
The agent receives an overview of the promises to pay for the identi ed business partner and, if applicable, for the contract
account or contract con rmed for a customer. The agent can create new promises to pay and replace, change, or withdraw
existing ones in this overview. The agent can change the status of a promise to pay that has been closed, or reactivate it. The agent
can also link a promise to pay that is selected in the list with the current contact.

The agent can search for promises to pay for the business partner, contract account, or contract.

Integration
You can also display the promises to pay for the following con rmed master data in the account balance in the account overview:

Business partner

Business partner and contract account

Business partner, contract account, and contract

For more information, see Financial Account Overview.

Features
The agent receives a list of the promises to pay for the master data con rmed and can then navigate to the following functions for
promises to pay:

Find

Create

Change

Withdraw

Reactivate

If you do not con rm any master data, the system displays the search for promises to pay.

The agent also has access to create and fast-entry functions in the item list for promises to pay.

The following functions are available for promises to pay:

Search for promises to pay

Note
You can de ne pro les in Customizing for customer management to search for promises to pay. SAP delivers standard
search pro les for promises to pay. However, you can also de ne your own pro les. You can specify the search logic with
a customer-speci c function module at event 2826 in Contract Accounts Receivable and Payable (FI-CA) in the system.
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Overview of Promises to Pay

You can create, change, replace, and withdraw promises to pay, as well as link them to the current interaction record the list
of open and closed promises to pay for the business partner.

Create promise to pay

Select items for a promise to pay

The agent selects the line items that are to be included in the promise to pay in the list of open items. If there are
several transaction currencies, the agent can lter the list of items according to the existing transaction currencies.

Enter further parameters

The agent enters the following parameters for the new promise to pay:

Reason

Category

Start date

Correspondence creation

After entering this data, the agent can simulate creation of the promise to pay.

Display details of promise to pay

The system displays the promise to pay together with its installments. The agent can change the parameters of the
promise to pay and repeat simulation, or save. The agent can individually adjust the calculated installments. If interest is
posted, the agent can distribute it to the installments or create a new installment for it. The agent can also maintain the
payment methods for the installments.

Note
For an existing promise to pay, the agent can only change the payment methods for the installments. The agent cannot
adjust the installments themselves. If changes need to be made to the installments, the agent has to replace the
existing promise to pay with a new promise to pay.

Display remaining amount

If the agent chooses individual installment processing, the system displays the remaining amounts.

Display summary of promise to pay

The system displays the data on the promise to pay:

Installment amount

Total installments

Total interest

Total charge amount

Total amount

Withdraw promise to pay

The agent can withdraw promises to pay in the list of open promises to pay and when displaying an open promise to pay.
The agent must enter a reason and completion status.

Replace promise to pay

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The agent can replace promises to pay from the list of open promises to pay and when displaying an open promise to pay.
When doing this, the agent must enter the reason for the replacement and a status for the promise to pay that is to be
replaced. The system lists the currently open items for selection, and remaining items from the promise to pay that is to be
replaced are displayed at the top of the list and preselected. The subsequent steps take place in the same way as creating
promises to pay.

Change status

You can change the following data on a promise to pay from the list of closed promises to pay and the screen displaying a
promise to pay that has been closed:

Status (only under certain conditions, for example, the items are not already included in another promise to pay)

Ful llment rate

Comment

Reactivate promise to pay

If promises to pay are closed by mistake, the agent can reactivate them in the list of closed promises to pay and on the
screen displaying a closed promise to pay.

If you want to use the following function, you have to activate the FCC and Dispute Management for Contract AR/AP
(CRM_FCA_1) business function.

Creating Correspondence

The agent can choose from the following options in the dropdown menu for creating correspondence:

Do Not Print

If the agent chooses this option, the system does not create correspondence.

Printing Delayed

If the agent chooses this option, then the system creates a correspondence container that is processed later by the
correspondence run.

Print Immediately

If the agent chooses this option, then the system creates a correspondence container and prints the
correspondence immediately.

Note
SAP supports you in processing and managing SEPA direct debits and bank transfers in conjunction with the SEPA, which is
designed to create a single European payment area. Mandates are granted by a paying party to a creditor as part of a debit
memo procedure.

In addition to entering the bank details to be used, you can also enter the SEPA mandate to be used in the promise to pay for
capturing an incoming payment or a payment request. You can also assign a SEPA mandate for the used bank details within the
item or document display. According to that, the payment run in Contract Accounts Receivable and Payable considers the
entered SEPA mandate.

When you assign a SEPA mandate, the system displays a list of all suitable mandates for the IBAN in the bank details used. You
can also create new mandates or change existing ones. To assign a SEPA mandate to prepaid accounts, you must activate the
business function Integration of SAP CC and SAP CI with the Provider Order (CRM_PROVORDERINT_2) or business function
FCC and Dispute Management for Contract AR/AP (CRM_FCA_2). To create and manage SEPA Mandates in customer
management, activate the business function Single Euro Payments Area (SEPA) Mandates (CRM_SEPA_1).

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More Information
For further information on promises to pay, see the documentation on Contract Accounts Receivable and Payable in the SAP
S/4HANA system under Contract Accounts Receivable and Payable Business Transactions Promise to Pay .

Collection History
Use
The collection history provides an interaction center agent with an overview of all the collection events for a business partner.

Integration
When you access the collection history, the system responds differently depending on which actions you performed in the system
beforehand:

If you have already con rmed a business partner, the system displays the collection history screen for documents with a
document date from ... to ....

If you have not yet con rmed a business partner, the system displays the collection history search screen.

Prerequisites
You have de ned events and variants for the collection history in the system.

Features
The following event categories are available in the collection history:

Dunning notice

Correspondence

Work item

Payment

Promise to pay

Installment plan

Details are displayed for each of these events. Items in a dunning notice are not displayed as details but as lower-level events in
dunning. You can access each event in the collection history by means of a link.

Payment Data
Use
Agents can enter payment data for a business partner or change existing payment data and assign it to contract accounts for the
business partner.

Prerequisites
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You have identi ed and con rmed a business partner and possibly also a contract account for the business partner.

Features
For more information about the settings for payment data, see the Customzing under Customer Management Master
Data Business Partner Contract Account Change Payment Data .

The following functions are available for payment data:

The agent can create new payment data (bank details, card) and change existing payment data.

To change the assignment of payment details to a contract account, you can display all the contract accounts for the
business partner together with their assignment to the selected payment details. The agent can delete the assignment of
the payment detail to a contract account or assign the payment details to other contract accounts. The agent can also
specify whether the payment details are to be used for the incoming or outgoing payment method when assigning them to
a contract account.

When assigning payment data to a contract account, you are provided with an overview of the most important information
related to a given contract account. For example, the system displays which contract accounts have processing locks or
whether an alternative payer or alternative payee has been de ned for that particular contract account.

Telecommunications (IS-T) component: The system also provides you with an overview of all contracts assigned to a
particular contract account.

You can de ne bank details for a speci c period by assigning a validity period.

You can change bank details by terminating existing bank details at a speci c point in time and replacing them with new
bank details, which are valid from then on. You can undo the change of bank details and alter the time at which the change
becomes valid.

Contract Account in Payment Data Views

When calling up a contract account or the payment data for a business partner, the Interaction Center WebClient offers the
following information:

The agent is provided with an overview of all contracts assigned to a contract account.

The agent can specify an alternative payer or payee for a contract account.

The agent can view this information in existing contract accounts.

When you assign payment data to a contract account, you must activate the business function Integration of SAP CC and SAP CI
with the Provider Order to be able to display the information described above about processing locks, alternative payer / payee
and assigned contracts.

The payment data and assignments to contract accounts are replicated to Contract Accounts Receivable and Payable (FI-CA) in
the SAP S/4HANA system.

Check on Credit Card Veri cation Value

You can use the Checking Group eld in the Customizing activity De ne Pro le for Payment Data Processing to control whether
the system is to check the CVV for a credit card payment. For more information, see the documentation for this Customizing
activity.

To use this function, you must activate one of the following business functions:

Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) (CRM_FICAX_1)

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FCC for Telecommunications (CRM_TEL_1)

Energy Retailer (CRM_UT_ER_1)

Mandates
Use
The interaction center agent can create mandates for a business partner and its banks or change mandates that have already
been recorded. They can also assign mandates that belong to a business partner to contract accounts in which a bank with the
SEPA payment method has been entered.

Prerequisites
The agent has identi ed and con rmed a business partner and optionally has also identi ed and con rmed a contract account for
the business partner.

Features
The following processing options are available for mandates:

The agent can create new mandates and change existing mandates.

To change the assignment of a mandate to a contract account, you can display all available mandates for the business
partner in the contract account with their assignment. The agent can delete the assignment of a mandate to a contract
account or assign the mandate to additional contract accounts as required.

The interaction center agent can also assign a contract account to a mandate. If they do so, this mandate can then not be
assigned to another contract account or this contract account can no longer be assigned to another mandate.

Worklists
Use
Worklists and work items can be generated during the following processes:

Dunning by dunning procedure

Dunning by collection strategy

Inbound correspondence dunning

When performing dunning according to a collection strategy in the system, you can create work items, which you can assign to
worklists during the dunning process or using the Collection Managers. You can assign these worklists to individual users or
collection groups. The agent in the interaction center WebClient in customer management receives an overview of all the worklists
that contain open work items for processing or that are not yet assigned to an agent. Collection agents can assign themselves
work items that do not have an assignment. They can process work items that are assigned to them and search for work items.

Prerequisites
You have created work items in the dunning activity run in the system, grouped these work items in worklists, and assigned them
to the collection group for the agent.

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Features
When the agent con rms a work item, the system displays the following functions according to the master data group of the work
item:

Account balance

Document/item display

Chronological account balance

Installment plans

Promise to pay

Dunning history

Collection history

Documents

Inbound correspondence history (Public Sector only)

Worklists

The agent receives a list of all worklists that contain open work items that are only assigned to this agent or to one of the
agent's collection groups. The list contains a line summarizing all the work items and enforcement work items that are due
for processing. Unlike work items, enforcement work items have a xed item list assignment.

The worklists contain the following overviews and functions:

Display details for the selected worklist

Display progress of work items that belong to the selected worklist

Display work items that are assigned to the agent and due for processing

Assign additional work items to the worklist

The agent can assign themselves further work items in the selected worklist that belong to their collection group
but are not yet assigned to an agent for processing. The number of work items that can be assigned depends on the
worklist parameters.

Find and assign work items

The agent can enter search criteria and search either for work items that are assigned to him/her (also for work items they
have already completed) or for open work items that are not yet assigned to an agent. When doing this, the agent must
enter the worklist as a search criterion. The agent can copy work items from the results list for processing.

List of work items

The list includes work items that are assigned to the agent and that have a status that allows processing. Work items that
have the status Resubmission are only displayed if the resubmission date has been reached.

The list of work items contains the following overviews and functions:

Display details for the selected work item

Display assignment history

The system displays a list of collection groups and agents that were assigned to the selected work item.

Display master data group notes

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The system displays the master data group notes for the work item selected in the list. Master data group notes are
visible in all the work items in the master data group.

Display work item notes

The system displays the work item notes for the work item selected in the list. Work item notes are only visible in
the work item.

Process work items

If a work item is in process, the system lters the following data according to the master data group to which the
work item belongs:

Account balance

Document/item display

Chronological account balance

Installment plans

Promise to pay

Dunning history

Collection history

Documents

Inbound correspondence (Public Sector only)

You can also assign a new contact person for the business partner to the work item or master data group. If you
want to do this, the contact person must be de ned in the business partner master data.

Delete assignment

You can delete the assignment of the work item to an agent. However, if you do this, the work item is still assigned to
the collection group. You must specify a reason for the deletion.

Change assignment

You can change the assignment of a work item to an agent or to the collection group. You must specify a change
reason.

Assign further work items

You can assign open work items in an agent's collection group that are not yet assigned to an agent for the selected
worklist. The number of work items that can be assigned depends on the worklist parameters.

Work item

The following functions are available in the work item display:

Change work item

Display details for the work item

Display status history of work item

Display assignment history of collection groups and agents for work item

Display and change master data group notes and work item notes

Display documents for work item

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The system displays all the FI-CA correspondence and FI-CA documents from the Document Management Service
(DMS) that are linked to the work item. When you upload a DMS document, the system proposes a work item to
which you can link it. In addition to the functions in the Documents component, the Delete Link function is available
here.

Display collection work items

You can display the assigned items for enforcement work items and change the status of the items to Active or
Inactive.

Action lists for work item

The action list contains all the actions assigned to the work item, irrespective of the action status. The agent has
access to the following processing functions in the list:

Execute action

The agent can execute an action selected in the list. Depending on the action type, the system executes
processing, navigation in the interaction center for Financial Customer Care, or a manual action that does
not result in processing. You can only execute an action if its status is Open. After execution, the status of
the action changes to Executed.

Change action

You can change the earliest or latest execution date for the selected open action.

Copy action

You can copy a selected action. You can specify the earliest or latest execution date for the action you have
copied. The action copied has the status Open.

Insert action

You can add any action de ned in Customizing to the list of actions. You can specify the earliest or latest
execution date for the new action. The status of the new action is Open.

Change action status

The agent can change the status of an action and enter a text regarding the status change.

Enter action notes

The agent can display, upload, and link documents for a work item

More Information
For more information about worklists and work items used when performing dunning according to a collection strategy, search for
Collections Management on the SAP Help Portal.

Interaction Records
You use this function to enable the interaction center agent to manage interaction records in the following ways:

View the most recent interaction records

Create a new interaction record

View interaction record history

Search for interaction records

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See an overview of interaction records

Create a new clari cation case (BPEM)

View history of clari cation cases (BPEM)

Clari cation Cases in the Interaction Center

Use
You can view current and historical clari cation cases in the interaction center that are related to the con rmed business partner
or con rmed premise. You can also create clari cation cases for back-office follow-up.

Prerequisites
To activate the clari cation case functionality in the Interaction Record view, the business role should use the function
pro leINR_BPEMCASE. By default, this function pro le is assigned to the role S4C_UT_IC.

The required Customizing for the creation of clari cation cases must be maintained under Customer
Management Industry-Speci c Solutions Utilities Industry Settings for User Interfaces Clari cation Cases Maintain
Parameters for Clari cation Case Creation . Please note that all the case categories used for the case creation must be
maintained in customer management. The detailed description of the Customizing is available within the Customizing
documentation for this activity.

The Main Object/Key drop down menus are populated using the logic speci ed within the
CRM_ISU_BPEM_MAINOBJKEY BAdI de nition, CRM_ISU_BPEM_ENHSPOT enhancement spot in customer
management. A value from the drop down menu must be selected in order to trigger the logic which pre- lls the (Main
Object) Key drop down menu. This behavior can be tailored using the provided BAdI. Additional information as well as a
detailed explanation of the default behavior is explained within the BAdI de nition documentation.

Activities
View Open Clari cation Cases for a Con rmed Business Partner

You can see open clari cation cases for a con rmed business partner in the Business Partner Overview on the Data Environment
tab page and the Clari cation Cases History tab page. Clari cation cases that are in New or In Process status are considered to
be open. When you expand the Clari cation Cases folder in the tree on the Data Environment tab page, all open clari cation
cases for the con rmed business partner and associated contract accounts, contracts, PoDs or premises of the con rmed
business partner are displayed in the tree. You can click on the case description link to navigate to the case detailed view.

Note
Use BAdI ISU_BP_BPEM_OBJ_QUERY, enhancement spot ISU_BP_BPEM_OBJ_QUERY in the SAP S/4HANA system to
in uence the display of open cases for the con rmed business partner in the Business Partner Overview. Using this BAdI, you
can in uence the display of cases based on the case status and main object associated with the case, specify the desired time
period for the display of cases and select the maximum number of clari cation cases to be displayed. See the Customizing for
Account Overview: BAdI for Clari cation Cases in S/4HANA Utilities under SAP Utilities Customer Service CRM
Integration BAdIs for Accessing Objects .

Create Clari cation Cases

New clari cation cases can be created in the Interaction Records work center. There is no connection between the interaction
record and the creation of clari cation cases; this means that it’s possible to create several clari cation cases regardless of the
interaction record process. At minimum, the Case Category, Main Object and (Main Object) Key attributes must be provided in
order to create a clari cation case successfully. It is important to provide the correct Customizing parameters in order to ensure

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the successful creation of a case. The options available in the Case Category and the Main Object drop down menus are
determined using the clari cation case Customizing as described in the Prerequisites section. Selecting a Main Object option
lters the available case categories and displays the appropriate one in the Case Category eld. Also, selecting a Case Category
option lters the available main objects and displays the appropriate one in the Main Object eld.

There are three ways to create clari cation cases:

In the Interaction Record work center

Click on the Clari cation Cases link to create a clari cation case. The Main Object/Key drop down menu is pre lled once
the Main Object value has been set using the logic available within the BAdI implementation. See the Prerequisites section
for further details. The Notes text area will automatically have a time stamp inserted along with the current user name
once the case is saved.

By clicking the New pushbutton on the Clari cation Cases History table in the Interaction Record work center or the
Business Partner Overview page.

In the Business Partner Overview work center, click on the Clari cation Cases History tab page and then click on New.

Edit Clari cation Cases

Open clari cation cases can be edited by adding notes in the Notes section of the case detail view. You can click the Edit icon in
the case detail view to make the case editable. You can also navigate to the case detail view in Edit mode, by clicking the Edit icon
in the Action column of the Clari cation Case History tables.

Note
Only the clari cation case notes are editable in the detail view. Only cases in status New and In Process can be edited.

View Historical Clari cation Cases

A table of historical clari cation cases for the con rmed business partner is available in the Interaction Record work center and
the Business Partner Overview work center.

Managing Meter Readings

You use this function to enable the interaction center agent to manage meter readings in the following ways:

Enter, estimate and validate meter readings

View meter reading history

Correct meter readings

Fast Move In/Out

You use this function to enable the interaction center agent to do the following:

Fast Move In: Create an accelerated registration for energy supply for a customer in the form of a fast move-in

Fast Move Out: Create an accelerated termination of energy supply for a customer in the form of a fast move-out

Fast Business Partner Move In/Out: Create or terminate (move-out with subsequent move-in) energy supply for a
customer without requiring details during the preliminary step

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Fast Premise Move In/Out: Create or terminate (move-out with subsequent move-in) energy supply for a premise without
requiring details during the preliminary step

View an IS-U parked document using the Transaction Launcher

Fast Move-In
With a fast move-in, the customer registers for energy supply.

The interaction center agent can do the following:

Enter a move-in for a business partner and a premise.

Enter business partner data and bank details.

Specify payment methods.

Process the contract account that belongs to the parked document.

Display detailed information about the associated contract account

Enter a move-in date.

Enter a meter reading at move-in.

If the customer does not provide a meter reading, the meter reading at move-in can be estimated during billing in SAP
S/4HANA Utilities. Alternately, a meter reader can be sent to read the meter.

Fast Move-Out
When a fast move-out takes place, the supply to a business partner's premise ends; the customer terminates their energy supply.

The interaction center agent can do the following:

Change the address of the business partner.

Change the incoming and outgoing payment methods (for example, if the customer wishes to pay a nal bill by bank
transfer, rather than by collection authorization).

Enter a move-out date.

Enter the meter reading at move-out.

If the customer does not provide a meter reading, the meter reading at move-out can be estimated during billing in SAP
S/4HANA Utilities, or a meter reader can be sent to read the meter.

When you save the move-out, the system rst creates a parked document and then a move-out.

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