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IS-U/CRM Contract Integration

ADDON.NDCRM_UTIL

S AP C R M - R e l e a s e 7 . 0
SAP Online Help 02.10.2009

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IS-U/CRM Contract Integration........................................................................................... 5


Integration Data Model.................................................................................................... 6
Business Agreements in the Interaction Center .................................................................. 7
Business Agreement.......................................................................................................... 8
Customizing Settings for Service Contracts in CRM ........................................................... 9
Structured Utility Contract ................................................................................................ 14
Products in SAP IS-U....................................................................................................... 16
Products in SAP CRM...................................................................................................... 17
Product Processing in SAP CRM ..................................................................................... 19
Product Configuration with PME....................................................................................... 21
Simplified Configuration ................................................................................................... 22
Product Processing in SAP IS-U Master Data Generator............................................... 26
Initial Load of Contracts ................................................................................................... 29
Identification Settings in the Interaction Center................................................................. 30
Contract-Related Processes ............................................................................................ 32
Integration of Processes in the User Interface .................................................................. 34
Create Contract in Interaction Center ............................................................................... 34
Accept Quotation ............................................................................................................. 35
Product Change............................................................................................................... 36
Contract Reversal (Move-In Reversal).............................................................................. 41
Settings for the Product Proposal..................................................................................... 43
Settings for Billing Simulation in the Product Proposal...................................................... 44
BAdIs for Product Proposal .............................................................................................. 45
Use of Interactive Scripting for the Product Proposal ........................................................ 47
Address Management...................................................................................................... 48

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IS-U/CRM Contract Integration


This section describes the integration between IS-U/CCS and a CRM system, with an
emphasis on the connection between IS-U contracts and CRM contract items. You can also
find information on product maintenance, IS-U workspaces in the interaction center, and
necessary enhancements to the master data generator, which will also deal with the
necessary Customizing activities.
You receive an overview of the basic processes and the necessary Customizing activities.
You can find information on the integration between SAP IS-U and SAP CRM concerning the
technical objects in the section IS-U/CRM-Integration: Replication of Technical and Business
Objects [External].
For information about the necessary settings for business partner, business partner
relationships and roles, and business agreement (CRM) and contract account (IS-U), see
SAP Service Marketplace, at http://service.sap.com/utilities Product Information mySAP
CRM for Utilities Cookbooks & Guidelines IS-U Specific Set-up and Load Guide for
Business Partner, IS-U Specific Setup and Load Guide for BP Relationships and Roles, or Set-
up and Load Guide for Business Agreement/Contract Account.

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Integration Data Model


The following graphic explains the connection between objects in SAP IS-U and the
corresponding objects in SAP CRM. The integration solution ensures consistency between
the objects in both systems. In this way, for example, changes to an IS-U contract lead to
changes to the corresponding contract item in SAP CRM, and vice versa.

SAP IS-U SAP CRM

Business Business
partner partner

Contract Business
Bill agreement
account

Billing Contract
Contract
item

Premise Connection Connection


Installation PoD object
object (IBase) (IBase)

Point of
Delivery

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Business Agreements in the Interaction Center


Use
In the Interaction Center Web Client, you can search for customers business agreements.
When you confirm a business agreement, the system also identifies the account to which the
business agreement belongs. Once the business agreement has been confirmed in the
system, the system automatically displays related objects when you call dependent functions
(such as account balance, dunning notices, bills). This means that when you call these
functions, you do not need to search for objects related to the business agreement.

Integration
When you confirm a business agreement, the system documents it so that you can reuse it in
other business transactions. You can link the business agreement to a contact.
When you confirm a business agreement, the system adds the business agreement data to
the Business Object Context [External].
When processing business transactions (order or contract creation), you can have the system
determine an appropriate business agreement. For more information, see Customizing for
Customer Relationship Management under Master Data Business Partner Business
Agreement Create Business Agreement.
For more information, see Business Agreement [Page 8].

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Business Agreement
Purpose
In SAP CRM, the entry and processing functions for contracts and orders are used by the
Telecommunications, Utilities, Public Sector, and Waste & Recycling solutions. Master data
can be entered in SAP CRM in order to control business transactions in the backend IS
systems (IS-U, IS-T, IS-WA, and IS-PS).
In the business agreement, 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 define several business agreements for each
business partner.
You can activate the business agreement function in Customizing. The function allows you to
connect the SAP ERP component FI-CA in the SAP system with SAP CRM.
In the case of a business transaction, the system maintains the allocation of the transaction to
a business agreement. 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 business agreement. For more information see Customizing for
Customer Relationship Management under Master Data Business Partner Business
Agreement Create Business Agreement.

Integration
If you have connected an IS system to CRM by means of the Middleware, and you have
activated the FI-CA component, the data for the contract account master is replicated
automatically.

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Customizing Settings for Service Contracts in CRM


Purpose
This section describes the Customizing settings in the SAP CRM system, which are
necessary in order to achieve integration of contracts between SAP CRM and SAP IS-U,
during which all relevant contract data is replicated between the two systems.

Business Transaction Category


The business transaction category determines the business context in which a transaction
type can be used (for example, service, sales, activity).
If an IS-U contract is replicated into a CRM contract item, the system generates a contract
with this business transaction category.
The business transaction category [External] Service Contract BUS2000112 is a classical
business transaction category.
The business transaction category Utility Contract BUS2000249 is an optimized business
transaction category.
the business transaction category can, but does not have to have, organizational data
determination. As it does not create a price document, you can only assign it to item category
BUS2000149.

If you do not need the IPC, use BUS200249 as it is considerable faster and
requires less memory space.
You can allocate both BUS2000147 and BUS2000149 as item categories to business
transaction category BUS2000112.
Select the item category and double-click on Assignment of Business Transaction Categories.
Also maintain the Define Transaction Types activity in Customizing for Customer Relationship
Management under Industry Solutions Utilities Industry Transactions ### Settings for
Utility Transactions.

Item Object Category


The item object category [External] is the key element in contract replication. The system
uses the item object type to decide whether and into which system the contract is replicated.
Since the CRM system works with contract items and the IS-U system with single-line
contracts, all required contract items are transferred into separate contracts in the IS-U
system. Accordingly, replication occurs based on the item object category of the contract item.
The necessary item category [External] (for example, quotation item) is thus linked to the item
object category (for example, sales item CRM). The item object categories used for the IS-U
replication are BUS2000147 (CRM utility contract item) and BUS2000149.
The item object categories BUS2000147 and BUS2000149 have different types of
configuration storage.
BUS2000147 is the classic item category.
The Internet Pricing Configurator (IPC/PME) is used here for configuration storage.
This item category requires correct organizational data determination and a price
document.
It also needs considerably more time and memory space than item category
BUS2000149.

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Therefore, you should consider using BUS2000149, especially for documents with a
large number of items.
BUS2000149 is the optimized item object category.
It does not support price documents.
Therefore, IPC costing as well as IPC configuration is not possible. The storage of
configurable attributes still necessary for utility documents is substituted by the lean
configuration based on the enhancements generated in the Easy Enhancement
Workbench (EEWB).
The organizational data determination Is optional.

You define the item category in Customizing of the CRM system under Customer
Relationship Management Transactions Basic Settings Define Item
Categories.

Select the corresponding item categories and choose (Detail).


Here, you also link the different procedures and profiles to the item category, for example text
determination procedure [External], partner determination procedure [External], date profile
[External], action profile [External], status profile [External], and organizational data profile
[External]. If you do not enter a profile, the tab on the contract screen is hidden. You can find
further information on these profile settings in the Customizing for the CRM system.
Also maintain the Define Settings for Item Categories activity in Customizing for Customer
Relationship Management under Industry Solutions Utilities Industry Transactions
Settings for Utility Transactions.

Delivered Transaction Types and Item Object Categories


The following figure shows the delivered transaction types and item object categories:

Transaction Types and Item Categories CRM2007

Quotation Contract
ISU5 Classic BUS2000112 IC ISU0 Classic BUS2000112 IC

ISU5 Quot BUS2000147 ISU0 Retail BUS2000147

ISUQ Lean BUS2000249 ISUL Lean BUS2000249

ISUQ Lean BUS2000149 ISUL Lean BUS2000149

C&I C&I
IUS5 Classic depr. BUS2000112 IUS0 Classic depr. BUS2000112

IUS5 Quot BUS2000147 IUS0 Retail BUS2000147

IUSQ Lean BUS2000249 IUSL Lean BUS200024


9
IUSQ Quot BUS2000149 IUSL Lean BUS2000149

MAU Master Agr. BUS2000107

ISUM MasterC BUS2000149

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Transaction Types and Item Categories CRM 7.0

Quotation Contract
IC IC
ISU5 Classic BUS2000112 ISU0 Classic BUS2000112
ISU5 Classic BUS2000147 ISU0 Classic BUS2000147
ISUQ Lean BUS2000249 ISUL Lean BUS2000249
ISUQ Lean BUS2000149 ISUL Lean BUS2000149

C&I C&I
IUSQ Lean BUS2000249 IUMC Structured Lean BUS2000249
IUSQ Lean BUS2000149 IUSL Lean BUS2000149
IUMQ Structured lean BUS2000249 IUSL Lean BUS2000249
IUSQ Lean BUS2000149 IUSL Lean BUS2000149
MAU Master Agreement BUS2000107

ISUM BUS2000149

Further Settings
To make sure that your item category is defined correctly, you must create an item category
group [External], an item category usage, and an item category determination.
You define the item category group in the product itself.
In the product category determination, the system determines the item category by means of
the item category group that you allocated to the product and the transaction type that you are
using.
You make these settings in Customizing for Customer Relationship Management under
Transactions Basic Settings.
For every transaction type [External] you can define several rules for the item category
determination. For more information about the item category determination, see Customizing
for the CRM system.

If you use products in transaction that do not contain any organizational data,
you must allocate the following set types to the product hierarchy so that you
can assign an organization-independent item category group:
Set type CRMM_PR_BTR Transaction-controlling fields
CRM_ISU_ATTR IS-U attributes for contract
CRM-ISU_VALUES preassignment of values for lean configuration

Example
You want to create contracts in CRM, which are replicated in IS-U.
Step 1
Define a transaction type with the leading business transaction category Service Contract and
link these to all necessary transactions and profiles.
Assign the transaction to the business transaction categories Service Contract and Sales.
Step 2

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Define an item category with the object type CRM Utility Contract Item and assign all
necessary transactions and profiles to it. Also assign the item category to the business
transaction categories Service Contract and Sales.
Step 3
Define an item category group.
Step 4
Define an item category usage.
Step 5
Define an item category determination.
Step 6
Connect your item category group with the product that you want to replicate.
If you now create the order, the item category is defined automatically as soon as you enter
the product. When you save the contract, the system replicates the data in the IS-U system.
Note that in the IS-U system a master data template must exist for the product.
In IS-U, maintain a master data template of category CRMNEWCONTRACT, and enter the
CRM product in the header data of the master data template. During replication of the CRM
contract in IS-U, the IS-U system uses the CRM product to determine the relevant master
data template.
For more information about master data templates, see SAP Service Marketplace at
http://service.sap.com/utilities under Product Information SAP CRM for Utilities
Cookbooks & Guidelines IS-U Master Data Templates.

Special Settings for Quotations


Quotations require their own transaction types and contract items.
As opposed to contracts, in the business transaction category Sales (BUS2000115), you have
to set the Relevant for Quotations value to Initial Quotation.

As of release 5.2, the copying control in follow-on documents for accepting


contracts or generating quotations from contracts is no longer used. It is only
used to generate quotations from opportunities (see the Accepting Quotations
section).

Activate Business Agreement


You activate the business agreement that corresponds to the IS-U contract account CRM
Customizing under Customer Relationship Management Master Data Business Partner
Business Agreement Define Basic Settings. Select the entry FI-CA Active in the Active
Account field (Active Accounting).

Date Profile
The date profiles at item level relevant for the utilities industry are as follows:
ISU_001 Date profile for classic profile category
ISU_002 Date profile for optimized profile category in WebUI (contract)
ISU_003 Date profile for optimized profile category in WebUI (quotation)
ISU_CNTR_L Date profile for optimized profile category in Interaction Center

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The following special date types are used:


CONTSTART Start of current time slice
CONTEND End of current time slice
ISURQCONTEND Requested contract start
ISURQCONTSRT Requested contract end
ISU_PL_CTEND Planned contract end
ISUSUPSTART Move-in date / start of supply

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Structured Utility Contract


As of SAP CRM release 7.0, a new document type, the structured document, is available in
the C&I customer scenario in addition to the simplified document.

The objective of structured documents is to manage large numbers of contracts in a virtual


document and allow changes to be made easily and in parallel. To achieve this, the following
restrictions and assumptions apply:

You can only use business object category BUS2000249 in collaboration with item
category BUS2000149.

The points of delivery or contracts can be split into groups based on their billing
behavior or dates.

The groups in contracts and quotations are managed using main items and main item
documents.

You can maintain dates, products, configuration settings, and prices in these main
items.

The subitems are stored in separate documents. However, they are always
maintained from the main item document.

The subitems inherit multiple dates, products, configuration settings, and prices from
the main item. You cannot override the individual actions.

The dates are only no longer inherited once the end of supply has been confirmed.

Structure
Technical Setup
For technical reasons, a structured document consists of multiple one-order documents. It is,
however, portrayed as a document. The subdocument headers are not displayed.

Distribution
In a structured document, the inheritance concept is used in order to simplify processing and
optimize performance. If a change is made to the main item data (for example, date or status),
the system copies the data back to the subitem, or the subitems refer to the main item data.
These two types of inheritance are called Copy and Reference.

The following table shows which objects support which inheritance type in a structured
document:

Object Inheritance Type

Date Reference

Business agreement Reference

Status Copy

Product Copy

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Price Reference

Configuration Reference

During replication of the contract from SAP CRM to SAP ERP, only subitems are replicated in
SAP ERP and not the main items (or the main document).

Integration
Customizing for Transaction Types
You make the settings for utility-specific transaction types in Customizing for Customer
Relationship Management under Utility Industries Transactions Settings for Utility
Transactions Define Transaction Types.

Make the following settings:

Transaction Type Key that identifies an transaction type

Use of transaction type. Possible values: Standard transaction type A


Classification Main item document B Outline agreement document S Subitem
document

Quotations Indicator for quotation

C&I customer
Indicator for transaction type for C&I customer scenario
contract

Subitem
Transaction type for subitem documents (only for main item document)
transaction type

Size of subitem
Transaction type for subitem documents (only for subitem document)
document

Addition to subitem document:

Partner function

The system copies partner function 0001 of the main document to the subdocument.

The other functions are not copied.

Therefore, a subdocument must only contain the partner function 0001.

User status

The allocation of a separate user status set to the subitem categories results in the runtime of
larger documents being doubled. For this reason, avoid allocating user status sets to subitem
categories. Due to the low number of items, no problems occur when allocating user status
sets to main item categories.

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Products in SAP IS-U


Use
The IS-U/CRM integration scenario was facilitated by enhancing SAP IS-U to include the
product. This means that a single product is known both in SAP CRM , as a piece of master
data, as well as in SAP IS-U, in the form of a master data template that describes a product.
In case of activated CRM connection a product is uniquely assigned to each IS-U contract at
a given time. An individual contract, however, can contain several different products along the
time axis.
The operand category Product-Related Operands is now also available. These operands are
limited to the period of the assignment of a product and are prorated in case of a version
change or contract termination.
When a product is assigned to a contract, the maintenance of the contract, the installation
and installation facts within the SAP IS-U system are subject to certain restrictions. The
restrictions are determined by the assigned master data template. All constants determined in
the template with the restriction "Only-When-Creating" are changeable, all other constants are
not. You can only change parameters from SAP CRM.
If the system cannot find a product reference, it assigns a dummy product.
The product information is saved in the new table EVERH in SAP IS-U. You can display the
information by activating the corresponding screen using transaction ES20C in the contract.
If you want a time-dependent change (for example, in the case of a rate change), use SAP
CRM to change the version. If a dummy product is assigned to the contract, no restrictions
apply.
If necessary, you can undo the product assignment from the IS-U system using the Product
Assignment Remove function in transaction EC60. This is useful, for example, if you need
a rate constellation for which there is no master data template.
There are no restrictions for the change move-in date, cancel move-in, create move-out,
change move-out date, and cancel move-out functions. You can execute them the same way
in both systems.
If you carry out a move-in in SAP IS-U, only a dummy product is assigned.

In general, dummy products are only created after data is downloaded from SAP
IS-U to SAP CRM and the contract does not have a matching master data
template. A dummy product must exist for each service type (such as grid or
utility). You use Customizing in the IS-U system to define which dummy product
to use. In CRM, you cannot assign dummy products manually.
The objective is, however, to be able to represent as many master data
constellations as possible through products.

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Products in SAP CRM


The following figure shows the components of the product workbench and their relationship to
each other. The individual components are described on the following pages in more detail.
Hierarchy

(Standard & user-defined)

Product category
(Utility)
Attribute 1 Attribute 2
(Annual cons.) (Meter reading)

Product category
Product category
View
Set type 1 (Electricity) (Gas)
(Web Info)

Set type 1 (inherited)

Product category Product category


Set type 2 ( Residential customer) (Non-residential
customer)

Product

(Eco-electricity)

Product category
(Service)

Attributes
Attributes are fields that can be added to the product.
You process attributes in the easy access menu of the CRM system, under Master Data
Products Maintain Set Types and Attributes.
The attribute description is the name of the field as it appears in the product or service
contract (only configurable attributes). You must assign a data definition or value table to
every attribute. In addition, you have the option to assign value ranges and to specify whether
several values are possible for the attribute. Then the attribute is assigned to one or several
set types.
In the above example, the Annual Consumption and Meter Reading attributes are grouped
under set type 1.

Set Types
A set type is a group of attributes that you can integrate into the product maintenance. When
generating database fields using the Easy Enhancement Workbench (EEW), you can

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integrate the set types in the product hierarchy and then maintain them in the product. When
you create a contract, the system uses the default attribute values defined in the product.
You process set types in the menu of the CRM system under Master Data Products
Maintain Set Types and Attributes.
For every attribute that is allocated to the set type, you can define, via the corresponding
indicator, whether it is relevant for the configuration or relevant for BW and/or whether several
values of the attribute are possible. You can also assign a set type to a certain product
category and define it as specific to the distribution channel.
Also assign a product category to the set type.

Hierarchies
A hierarchy can be defined as a configuration hierarchy. The subcategories can contain
configurable fields and logic. Only one configuration hierarchy is permitted per product
category. You can define the extended maintenance in the hierarchy as well. If you set this
indicator, all categories and set types of the hierarchy are generated in the Product Modeling
Environment (PME). As a result you can use set types with several value attributes. In
addition, you can define default values on category level. The extended maintenance is
automatically defined for configuration hierarchies.

If you use products in transaction that do not contain any organizational data,
you must allocate the following set types to the product hierarchy so that you
can assign an organization-independent item category group:
Set type CRMM_PR_BTR Transaction-controlling fields
CRM_ISU_ATTR IS-U Attributes for Contract
CRM-ISU_VALUES Preassignment of Values for Lean Configuration

You process set types in the easy access menu of the CRM system under Master Data
Products Maintain Set Types and Attributes.

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Product Processing in SAP CRM

Product Category
Product categories are used for grouping products according to different criteria. A category
can belong to a hierarchy or another product category. If it belongs to another product
category, all the set types that are assigned to this higher-level product category are also
assigned to the lower-level product category. A product category is then assigned to one or
several products.

You can use the following views for saving the logic for the product determination:

Configuration view

In this view, you allocate an alias to each configurable attribute, and define the
attribute as mandatory or hidden.

Table view

In this view you define value tables.

Formula view

In this view, you define formulas and conditions. A formula is only applied if the
condition is true.

Condition view
In this view, you define formulas and attributes. If a condition is true, the attribute
property applies (for example mandatory).

You process product categories in the SAP Easy Access Menu of the CRM system under
Master Data Products Process Categories and Hierarchies and in the CRM
WebClient-UI under Sales Transactions Product Hierarchies.

Products
There are three product types: Financing, Material, and Service. Generally, IS-U uses
products belong to the Service category for, among other things, the creation of gas,
electricity, and water supply contracts. You can use material products for physical products
such as hot water storage.

When you create a product, assign a product category. This product category determines
which views and fields are available in the product. The attributes of some of these fields, for
example mandatory or hidden, can be defined in the product master settings. For most
products, a description and a base quantity unit is required. If the product is to be used for the
creation of documents containing organizational data, it must be assigned to a sales
organization and a distribution channel. You process product categories in the SAP Easy
Access Menu of the CRM system under Master Data Products Process Products
and in the CRM WebClient UI under Sales Transactions Products. For more
information on products in SAP CRM, see the Products section.

Configurable Products
In addition to the product itself, a configurable product also has configuration characteristics.
If you create a contract and assign a configurable product to the contract, you can also enter
additional characteristic values in the configuration view of the contract item. To do this,

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define the specific characteristics of a configurable product. Typical examples of such


configuration values are Indicator for 2% discount or Connection power 6kW or 9kW. Once
you have entered the characteristic values, they are saved with the contract. These values
are then connected exclusively to this contract. During replication of the CRM contract in SAP
IS-U, these values can be transferred to the Master Data Generator in IS-U. If, for example,
you grant 2% discount in the CRM contract, you can use the master data template in IS-U to
create the relevant installation facts. In this way, IS-U Billing can also take the discount into
account when billing the contract. The are two ways to create a configurable product. You can
either use the integrated Product Modeling Environment (PME), or you can use the simplified
configuration. Both options are described in more detail below:

Note

You must choose one of the two configuration options for every product. If you use the
simplified utility contract item as the item object type, you can only use the simplified
configuration.

Both variants can occur together in the document for example, if you offer a product item
with simplified configuration, and a product item (such as an older product) with configuration
using Internet Pricing and Configuration. However, this is not recommended.

For more information on the configuration options, see:

Configuration with the Product Modeling Environment (PME)

Simplified Configuration

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Product Configuration with PME


Procedure
Carry out configuration using the Product Modeling Environment (PME) if complex rules exist
between the attributes.

One example of complex rules is if dependencies exist between individual attributes in the
configurable product.

Example

The parameter Indicator 2% Discount with the values Yes and No exists in the
configurable product.

To generate a configurable product using the integrated Product Modeling Environment,


maintain the necessary attributes:

For more information on product configuration with PME, see SAP Help Portal at
http://help.sap.com under SAP Business Suite SAP Customer Relationship Management
Components and Functions Basic Functions Product Configuration.

Proceed as follows:

1. Generate a service product for the aforementioned product category. Set the
Configurable indicator. Fill in all required entry fields. In the configuration view, check
whether the configurable attributes are correct and if required, set the indicators
mandatory or hidden.

2. Simulate the configuration. You can simulate the configuration screen as it would
appear for the product in a service contract by selecting the Simulate button in the
Configuration view of the product. You can do this only after having saved the product.

3. Simulate the configuration. You can simulate the configuration screen as it would
appear for the product in a service contract by selecting Simulate in the Configuration
view of the product. You can do this only after having saved the product.

The significant advantage of PME configuration is that the dependencies between the
attributes can be mapped directly in the PME.

Regarding the other points, the PME configuration requires more effort that the simplified
configuration.

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Simplified Configuration
Purpose
Simplified Configuration with Generated Database Storage
( BUS2000149 )
As an alternative to configuration using Product Modeling Environment (PME), as of release
CRM 2006s/2, you can add customer-specific fields to the utility contract by means of the
Easy Enhancement Workbench (EEW).
Use the simplified configuration for simple value storage with simple checks.
The use of the simplified configuration in combination with the optimized utility contract item
has the following advantages over configuration with the PME:
Significantly better performance
Less database memory required
Simplified error analysis
Simplified configuration
The reasons fort his are as follows:

No connection to IPC required

Fewer business partner relationships required

No quantities or price documents required

You can, but do not have to, maintain organizational data

No SD partner for business partners required in backend system

IPC is not called in the Interaction Center so there is no switch of user interface
The disadvantages of the simplified configuration are as follows:
Possible dependencies between attributes have to be defined in the ABAP source code
The following restrictions only apply for the database storage generated by the EEW, not the
container storage:
The enhancement of the BDoc structures can result in invalidation of existing BDocs.
Transport and generation with the EEW cannot take place in productive operation

Do not select the Configurable checkbox when you create the product.
You have the following three options for data storage with the simplified configuration:
Storage in generated database tables (set types)
Storage in general container structures
Storage in customer enhancement of the item
All types of the simplified product configuration have the following in common:

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Use of method GET_AVAILABLE_FIELDS in Business Add-In (BAdI)


DEFINE_EDIT_EXT_ATTR.
This BAdI is called when selecting the product in the document.
Use of method GET_AVAILABLE_FIIELDS_DEFAULT in BAdI
DEFINE_DEFAULT_EXT_ATTR.
This BAdI is called for each item line if the product is used.
The product attributes are displayed consistently on the user interface that is, it not clear
how product configuration took place.

Simplified Configuration with EEW-Generated Database Storage


( BUS2000149)
As a prerequisite for this data storage, you must have created the set types and attributes that
you want to integrate into the contract. For more information about creating set types and
attributes, see the Products in SAP CRM [page 17].section.
To integrate the required set type and the respective field attributes into the utility contract,
proceed as follows:
...

1. In the EEW, create a new project and a new enhancement.


When you create the enhancement, specify that you want to process a CRM business
transaction. As the extension type, choose ADD_NEW_ITEM_COMPONENT.
An assistant leads you through the application.
2. Enter the technical name and the description for the business transaction component.
3. Select the set type that you want to integrate into the contract.
4. Specify that the new business transaction component must be valid for the following
item object types:

Utility Contract Item CRM (BUS2000147)

Utility Contract Item (Simplified) (BUS2000149)


5. When assigning the new set type, select the Product-Independent indicator to denote
that the business transaction component is product-independent.
This allows you to use set types that are not assigned to a specific product category in
the utility contract. In this case, the system does not propose any attribute values that
are defined in the product master.
6. The system creates all necessary objects for the business transaction component (for
example, function modules and the user interface).
7. Allocate the new fields in Customizing for Customer Relationship Management under
Industry Solutions Utilities Industry Transactions Settings for Contract
Replication Maintain Customer Enhancements.
8. For more information, see Customizing for the Utilities Industry in the documentation for
the Maintain Customer Enhancements activity.
You have added new fields to the utility contract. The system displays these fields
automatically in the IC WebClient during move-in, move-out, move-in/out and product change,
and takes the fields into account during contract replication. Contract replication also takes
the attributes of the simplified configuration into account. You can allocate these attributes to
individual nodes and fields in the master data template in SAP IS-U.
The use of the simplified configuration with generate database storage provides the following
benefits:
Suitable for mapping product templates this means logical groups, as structures are
generated
Relatively little memory required

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Suitable for use during the project


A disadvantage of this configuration is its complexity.

Simplified Configuration with Container Storage (BUS2000149)


As of release CRM 2007, you have the option to only add customer-specific fields to the utility
contract using the Customizing settings. To do this, you use the Simplified Configuration with
Container as data storage.

You can use the attributes of the simplified configuration with the EEWB at the
same time as the attributes of the simplified configuration using container
storage.
Proceed as follows to integrate fields into the utility contract:
...

1. Define the new fields in Customizing for Customer Relationship Management under
Industry Solutions Utilities Industry Transactions Settings for Contract
Replication Maintain Customer Enhancements.
For more information see the documentation for the Maintain Customer Enhancements
Customizing activity.
2. In the Available Fields view, enter a parameter name and a short description.
Do not fill in the Business Transaction Component and Field Name fields.
3. Specify a data element that corresponds to the required field category - for example,
CHECKBOX for a checkbox.
4. Make the settings for visibility if you only want the field to be visible for certain item
categories or products.
5. You can influence the visibility by changing the Changeability, Visibility, Sorting, and ID
field.
If you have not defined restrictions for certain products or preassigned fields, and you
have chosen the generated view, the field is now available on the user interface and in
the replication. In this case, steps 2 and 3 are not required.
6. If you have restricted the visibility to certain products, allocate the hierarchy of your
product to the set types CRM_ISU_ATTR of view ISU_EXTENSION and define the
attributes that you want to be available for this product.
7. If you want to preassign attributes with container storage, allocate the hierarchy of your
product to the delivered set type CRM_ISU_VALUES of view ISU_EXTENSION, and,
in the product, maintain the name/value of the attributes that you want to be
preassigned to the field. Note that no input help or value checks are available in the
product maintenance.
You have added new fields to the utility contract. These field are also displayed automatically
in the Interaction WebClient during creation of a contract, ending of a contract, move-in/out of
a contract, and during product change. Contract replication also takes the attributes of the
simplified configuration into account. You can allocate these attributes to individual nodes and
fields in the master data template in SAP IS-U.

Do not select the Configurable checkbox when you create the product.
Using the simplified configuration with container storage has the following advantages over
the simplified configuration with the EEW:
Better performance
No generation of structures or programs

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Maintenance or enhancement of the product characteristics possible in productive


operation, as this type of configuration only takes place via Customizing
No BDoc invalidation
One disadvantage of the configuration with container storage is that there is no input help for
the default values in maintenance for the product. However, input help is available in
maintenance for the contract.
For more information on how to proceed with the simplified configuration, see Enhancement
of the Utility Contract [External].

Simplified Configuration with Database Storage in Customer


Enhancement Customer_I (BUS2000149)
As of release CRM 2007 SP3, you also have the option to add customer-specific fields from
customer enhancement CUSTOMER_I via the Customizing settings.
For the enhancement Customer_I, proceed as follows:
...

1. In the EEW, create a new project and a new enhancement.


When you create the enhancement, specify that you want to process a CRM business
transaction. As the enhancement type, choose ADD_NEW_FIELDS.
An assistant leads you through the application.
2. Define the new fields.
3. Allocate these fields to the item and the subobject Item Data for Customers.
4. Allocate the new fields in Customizing for Customer Relationship Management under
Industry Solutions Utilities Industry Transactions Settings for Contract
Replication Maintain Customer Enhancements.
This variant provides the following benefits:
Improved usability
No generation of new structures or programs
Relatively little memory required
Suitable for use during the project
No new set type of product required for preassignment
Fields can be used from previous projects and are automatically maintainable in the
configuration. They are also available in the master data generator or are replicated in
IS-U.
One disadvantage of this variant is that there is no input help for the default values in
maintenance for the product. However, input help is available in maintenance for the contract.

Product-Dependent Preaasignment
You can preassign configuration values when you create quotations and contracts.
You can do this using the process framework or using the product maintenance.
To preassign values using the product maintenance, assign the set types used in the EEWB
generation to the product and in Customizing under Transactions Settings for Contract
Replication Maintain Customer Enhancements, select the Default Value for Product
indicator for the respective attributes.

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Product Processing in SAP IS-U Master Data


Generator
Use
The replication of business partner and business agreement is carried out by the CRM
standard. For information on the necessary settings see the Set-up and Load Guide for
Business Agreement/Contract Account [External] and the Set-up and Load Guide for
Business Partner Relationships/Roles [External].
The IS-U Master Data Generator [External] plays an important role in the replication of
technical objects (connection object, premise, point of delivery) from SAP CRM to SAP IS-U:
Technical objects such as points of delivery must be replicated from SAP CRM into SAP
IS-U. Master data templates with the template category CRMTECHOBJ are used for
this purpose.
During the replication of the CRM contract items, contracts must be created in SAP IS-U,
among other things. These data changes are made in SAP IS-U with master data
templates of the category CRMNEWCONTRACT.
You maintain Master Data Templates [External] in Customizing for SAP Utilities, under
Customer Service Master Data Generator Define Master Data Templates.
CRMNEWCONTRACT is currently the only template category to which you can assign a
CRM product. When you create a master data template with this category, you must enter a
CRM supply product, suited for contract items, in the header data. When you create a
contract item in SAP CRM, the master data template that carries out the respective master
data changes in SAP IS-U is identified by means of the CRM utility product. This means,
there is a close relationship between the CRM product and the respective master data
template, which you must consider when creating the master data template.

You create the utility product FAMILY in CRM. IS-U contracts belonging to this
product must be billed with the rate 1000.
Therefore, you create a master data template in SAP IS-U with the category
CRMNEWCONTRACT, to which you allocate the CRM product FAMILY. In the
installation node (INSTALLATION) of the master data template, you enter the
constant value R1000 for the rate category. Then this rate category is used for
the utility installation in SAP IS-U and ensures that the customer is billed with
rate 1000.

Parameters for Key Fields


The master data template contains, among other things, a node for the connection object.
This node contains the HAUS attribute for the key of the connection object. With this key, you
must select the Supply Parameters. The HOUSE attribute name is proposed as parameter
name. You can use this parameter name or choose another name. With the contract
replication, the parameter is automatically populated with the key of the connection object.
The name of the parameter is irrelevant. This is possible since the contract replication
assumes that the technical objects such as connection object, and so on, have already been
created. For this reason, the nodes Connection Object, Premise and Point of Delivery only
contain attributes for the key fields. In total, the parameters for the following attributes are
automatically supplied during the contract replication:

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Node Attribute
Connection object HAUS
Premise VSTELLE
Point of delivery INT_UI
Utility installation ANLAGE
Billing-related device installation MATNR, SERNR, ZWNUMMER
Move-in EINZDAT, VKONT

Configuration Parameters
Once a product has been assigned to the template, the input help (F4 key) is fully available in
processing mode. When assigning a parameter to an attribute, you can request the name of
the parameter from the input help. If the CRM supply product is configurable, the values from
the PME Configuration [Page 21] and the simplified configuration are also available in the
respective master data template. When you maintain the parameter names, you can use the
input help in the configuration to find the names.
You must define, to which node and to which attribute a value is to be transferred from the
configuration parameters.

You are defining a configurable attribute with a discount factor. You activate an
installation fact node of the operand category FACTOR in the master data
template. In this node, you select the supply as a parameter for the attribute
FACTOR and specify the name from the configuration of the attribute as
parameter name. Use the input help for the selection.

Additional Parameters
You can use other parameters in addition to the ones mentioned above.
However, these are not automatically populated with values. To assign values to these
attributes, you must use the BAPIs ECRM_CRM_UPLOAD or ECRM_CRM_DOWNLOAD.

Status of a Master Data Template


The status of the master data template is displayed in the Header Data tab page of the
template. The possible instances depend on the category of the master data template. The
statuses are maintained via the menu bar Master Data Template Change Status or by
using the button. The templates can only run through the statuses in a defined sequence
(Active Released Obsolete).
Undefined (blank):
The template is in an undefined status and can be deleted without any problems.
Active voice:
The template is in process. No productive use is possible.
Released:
The template is in productive use: The CRM product of the template cannot be used in
another template.

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Obsolete:
The template is only needed for the documentation. Active use is no longer possible. You can
assign the CRM product to another template.

CRM Product in the Master Data Template


When you process a template, a field is displayed in accordance with the template category in
the header of the template, in which the input help provides the respective CRM / IS-U
product. The products are automatically retrieved and provided with the input help from the
CRM system assigned in Customizing. In this case, only the IS-U products are provided,
which have not yet been assigned to a master data template. Products that are in obsolete
templates are, however, provided again (see the section Status of a Master Data Template).
During the assignment of the product to the template, the parameters of the product are
entered in the header of the template and provided for later configuration. If you have already
maintained a parameter in the template, the system uses the same name to assign the
internal parameters to the product parameters. Basically the processing of the template is
easier if the product is entered first, since from then on the product parameters can be
assigned to the template by means of the input help.

Category Changes With Master Data Templates


If required, we can extend our master data template categories, add attributes, or delete or
change the attributes of nodes for the template category. The system automatically compares
the category and template to ensure that the changes are taken into account in all the
templates to be processed.
As soon as you call a master data template in processing mode (can only occur in the status
Undefined or In Process), the master data template is automatically compared with the
master data template category and changed. This ensures that changes to the master data
template categories delivered by SAP are incorporated in all templates that are not in
production yet. However, you still have to save this change. As soon as you call up the
master data template in the change mode, the comparison takes place. You are then
requested to save the changes, although you might not have made any changes to the
template. If this happens, the category of the template has changed. Accept these changes.
Otherwise, incompatibilities can arise and the template can become unusable.

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Initial Load of Contracts


Purpose
Once you have carried out the initial download of business partners, contract accounts and
technical objects, you can start the initial download of contracts. First, read the information
about products and product configuration in the SAP Solution Manager.

Note that you can only start the initial download of contracts once you have
completed the initial download of the business partner and contract account
technical objects.

Your first step must be to ensure that suitable master data templates exist in the system for
as many contract constructs as possible, and that these master data templates are linked to
CRM products. Ensure that in the table ECRMSETTINGS, in Customizing for SAP Utilities,
under Customer Service CRM Integration Define Default Products, a specific dummy
product has been determined for all possible service types (such as an installation), and
defined in the CRM system.
In the next step, you must start the report ECRM_GENERATE_EVERH in SAP IS-U.
This report determines suitable products for all active contracts in the system, and creates a
corresponding EVERH entry.
Only one contract time slice is create for each contract.

If rates were changed during the validity of the contract, there is still only one
time slice.
If you make changes to the configuration without a product change, it applies to
the entire contract period. Therefore, a change to the contract is also retroactive.

Check the determined values, by checking the product allocation in the contract display.

If the product allocation was not successful and a download was not successfully executed,
you can delete the entries in the table EVERH. If necessary, check and correct the master
data templates and restart the report.
When you have successfully carried out these actions, start the initial download, in the CRM
system, with the object SI_CONTRACT. To do this, choose transaction R3AS (Start Initial
Load).
Performance
The initial load is not automatically processed in parallel in IS-U.
If you want parallel processing to take place, first start an initial load with a small number of
contracts. To do this, create a contract number filter for the object before you start the initial
load. Execute the initial load. Extend the contract filter to the entire number range. Now plan
multiple requests with restricted contract number areas that do not overlap.

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Identification Settings in the Interaction Center

Define Identification Profiles


In Customizing for Customer Relationship Management under Industry-Specific Solutions
Utility Industries Settings for User Interfaces Identification Define Identification
Profiles, define the identification profiles for the technical component IUICMD (Identification
and Master Data) in the Interaction Center. Make the settings for the following attributes:

Authorization to create persons

Authorization to create contacts

Authorization to create organizations

Authorization to create group

Authorization to create business agreements

Standard business partner grouping assigned to a business partner on creation

Standard business partner type assigned to a business partner on creation

Business partner role 1, on creation of a business partner

Business partner role 2, on creation of a business partner

Business partner role 3, on creation of a business partner

When you create a business partner, the system automatically assigns all three
business partner roles.

Automatic confirmation of objects (business partner, contact, business agreement,


technical objects) if a search result is unique.

Automatic continued search for dependent objects (business partner, contact,


business agreement, technical objects) once an object has been confirmed.

Example

Following a successful business partner search, the system automatically searches


for the assigned premise.

Standard Settings
The identification profile DEFAULT, which is delivered in the standard, is used automatically if
the user role of the call center agent is not assigned the function profile IUICMD.

Valuate Search Criteria


In Customizing for Customer Relationship Management under Industry-Specific Solutions
Utility Industries Settings for User Interfaces Identification Search Criteria, define for
each search query in the Interaction Center whether the search attributes are key attributes.
You can also specify whether a search field is only available in SAP CRM or only in SAP IS-U.
For pure IS-U fields, the system does not search for the object (business partner, contact,

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business agreement, technical objects) in SAP CRM. In the same way, for pure CRM fields
the system does not search for the object in SAP IS-U.

Standard Settings
For all standard search requests, the individual attributes are predefined in table
CRMC_IU_QUERY_S. However, you can overwrite these settings in table
CRMC_IU_QUERY_C.

Example

You can define that, for searches in the CRM system, the device number which is only
available in SAP; IS-U is also used. The system then takes the device number from the
corresponding field in SAP IS-U.

BAdI: Identification and Master Data


This Business Add-In (BAdI) is used in the Utilities Industry: Interaction Center (CRM-IU-IC)
component.

With BAdI Identification and Master Data (CRM_IUICMD_BADI), you can implement methods
that allow you to adjust the identification to meet your own requirements.

In this way, you can adjust pushbuttons, searches, and context areas.

Standard Settings
The BAdI implementation CRM_IUICMD_BADI is active as standard. The default coding is
also executed if no customer implementation exists. The BAdI is not filter-dependent. The
BAdI is designed for multiple use. All activated implementations are called and executed.

Activities
For more information about the implementation of BAdIs within the enhancement concept see
SAP Library for SAP NetWeaver under BAdI Implementation. This BAdI uses the interface
IF_CRM_IUICMD_BADI. For more information, display the interface in the Class Builder.

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Contract-Related Processes
Features
The following figures provide an overview of the delivered processes.

Processes in IC

Quotation Contract
ISU5 Classic ISUQ Lean ISU0 Classic ISUL Lean

Header ( Document Level ) Header ( Document Level )


IUQA Accept
IUQJ Reject
IUQR Release
IUQH Change Quotation

Item Item
IUDC Changes to Dates
IUD3 Changes to Dates
IUQC Create Quotation
PCH1 Product Change Part 1 (Terminating Item)
IUMO Contract End Date
IUMI Contract Start Date
IUCN Cancel contract

Processes in C&I CRM2007

Quotation Contract
IUSQ Lean IUSL Lean

Header ( Document Level ) Header ( Document Level )

IUQH Change IUCI Change Contract

IUQA Accept UCQR Create Quotation


IUQJ Reject
IUQR Release
QCAL Trigger Calculation
QCAR Reset Calculation

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Processes in C&I CRM 7.0

Quotation Contract
IUSQ Lean IUMQ Structured IUSL Lean IUMC Structured

Document header level Document header level

IUQH Change quotation ( background process ) IUCI Change contract ( background process )

IUQA Accept IUMO Contract end date


IUQJ Reject IUSE Service end date
IUQR Release QCON Create new quotation from contract
QCAL Trigger calculation
QCAR Reset calculation
UQCO Duplicate

UIMI Insert main item


UISI Insert subitem
UIDE Delete subitem
UIRE Reassign subitem Document item level

Document item level IUMO Contract end date


IUSE Service end date
QACI Accept quotation for single item QCON Create new quotation from contract
QCAL Trigger calculation IUD3 Reverse move-out (SP2)
QCAR Reset calculation IUDC Move move-out date (SP2)
IUST Change item status IUCN Reverse move-in (SP2)
IUDC Move move-in date (SP2)

You will find information on the following topics:

Accept Quotation

Product Change

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Integration of Processes in the User Interface


Scenario Selling Energy Supply Products (Interaction Center)
In the CRM WebClient, the processes are integrated in user role UTIL_IC for the Quotation
Management and Contract Management applications.

Scenario Selling Energy Supply Products (Key Account Management)


In this scenario, we distinguish between processes at document level and processes at item
level. The processes assigned in Customizing are available on the user interface in the
following places:

Document Header
Pushbutton Processes, which leads to a selection dialog box to start the defined
processes.

Item Level
Check box, which provides the relevant processes for the selected items of a
document. The processes can be checked for their executability and then started.
You can choose the Process Log pushbutton to display any messages.

Create Contract in Interaction Center


Technical Process Flow
In the call center, the process starts from the process framework of the process allocated to
process category IUMI.

In the standard version, this is process CONTRACT_START with the process implementation
CL_CRM_IU_PR_CNTR_START_HD at header level, and CL_CRM_IU_PR_CNTR_START
at item level.

First, the start implementation of class CL_CRM_IU_PR_CNTR_START_HD is executed. The


document header is created with the transaction type defined in Customizing for the process.

The start method of class CL_CRM_IU_PR_CNTR_START is then called at item level. A new
item is created for the document. The point of delivery, product, and start of contract are then
defined by means of user interaction. The relevant interface methods
IF_CRM_IU_PROCESS~ON_DATE_CHANGED,
IF_CRM_IU_PROCESS~ON_POD_CHANGED, and
IF_CRM_IU_PROCESS~ON_PRODUCT_CHANGED are then called within the process
implementation. These control the creation and changing of deregulation messages as well
as the selection of prior contracts.

By selecting or deselecting the selection column, the start method (select/generate item) and
cancel method (deselect/delete item) of the process implementation are called. Only the
allocation to the point of delivery is retained.

If the contact has been maintained and the user navigates to the Summary page, the
availability of the Close pushbutton is controlled by the definition of method Is_complete.

In this case, the document check is incorrect. Further checks can be made using customer-
specific enhancements.

The Finish method is not defined for this process. Status changes could be programmed in a
customer enhancement, for example.

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Accept Quotation
Process
The generation of contracts from quotations is executed in the start method for process
QUOTATION_ACCEPT. The generation of quotations from contracts is executed in the start
method for process QUOT_CREATE_CI_R. In these methods, the copying behavior is
implemented for the most important contract data (start of contract, business partner,
business agreement, and configuration). You can change the copying behavior by deriving
the allocated classes.

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Product Change
Use
The product change and the reversal of the product change are actions that can be performed
in the CRM transaction for individual utility contract items.

Integration
The integration of SAP CRM and SAP IS-U creates a link between utility contract items in
SAP CRM and IS-U contracts. The integration ensures that the contract start date in SAP
CRM (start date of a new contract item) is the same as the move-in date of the corresponding
IS-U contract. The contract end date in SAP CRM (end date) is also the same as the move-
out date of the corresponding IS-U contract.

Example

CRM Contract Item and IS-U Contract


Contract item 10
Product A

CRM
No
contract end
Contract start

Time

Contract 1000
IS-U

Product A

You create a contract in SAP CRM. You also create a transaction with the contract item 10
and product A.
The replication generates contract 1000 in SAP IS-U. Product A is allocated to the contract.

Features
Customers often want to change their utility products. However, contract items do not permit
historical changes to products. In SAP CRM, you can end a contract item that has the old
product and then create a new item with the new product. The same procedure in SAP IS-U,
however, would lead to the contract belonging to the old contract item being ended by the
move-out, and a new contract being created. As a rule, product changes occur without a final
billing with move-out meter reading results. Only the contract data that is relevant to billing
(for example, the rate category of the utility installation) should be changed to match the
product change.
Use the Product Change process to make changes to a utility product within a contract.

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Example

Product Change in SAP CRM


Contract item 10
Old contract item ended
Product A

CRM
Status Started due to prod. chg

Contract item 20

New contract item Product B


starts on date of
product change Status Ended due to prod. chg

Contract 1000

IS-U
Product A Product B

Product change, no
contract change

In SAP CRM, you carry out the Product Change process for contract item 10.
The product change terminates contract item 10 with product A. The contract end date is
set to the date of the product change minus one day. Contract item 10 is assigned the
system status Terminated Due To Product Change.
A new contract item 20 with product B is created. The contract start date is the date of the
product change. Contract item 20 is assigned the system status Started Due To
Product Change. Contract item 20 is allocated to the same point of delivery as contract
item 10.
The corresponding IS-U contract, 1000, is not subject to final billing at the time of the
product change. Only the product-related data (rate change, and so on) are changed.
If you incorrectly perform the product change, or use incorrect information, you may have to
reverse the product change. This is supported by the Reverse Product Change action.

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Example

Reverse Product Change


Contract item 10
Product A

CRM
Contract item 20:
Cancelled and ended at
CI 20 Contract end date
contract start date and status Ended
Pr. B due to Product
Change deleted
Status Reverse Rev.
Product Change

Contract 1000

IS-U
Product A

Only product A

You reverse the product change for contract item 20


This action terminates contract item 20. The contract end is set to the contract start date.
The system status Started Due To Product Change is deleted and replaced by the
status Reverse Product Change.
The contract end is deleted for contract item 10. The system status Terminated Due To
Product Change is also deleted. You can now perform new product changes for
contract item 10 (at a different date, for example).
The IS-U system ensures that contract 1000 is billed for the entire period using the billing
data belonging to product A.
Contract 1000 now once again corresponds to contract item 10 for the entire period.
Contract item 20 no longer has an IS-U contract.

Product Changes from the Users Point of View


Identify the business partner and the premise.
Go to the contract processing screen and select the relevant contract item.
Start the process for changing the contract. In the process selection, start the Product
Change process.
You can also reverse the product change usging the process selection for the contract item.

Restrictions
The following restrictions apply to product changes. They exist to ensure consistency
between the CRM contract items and IS-U contracts.
You cannot perform a product change on a contract item that has not been ended.

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You can perform an additional product change on a contract item that was itself generated
by a product change.
The date of the product change must be later than the start of the contract item.
You can no longer change the end date of a contract item that was ended due to a product
change. You also cannot change the start date of a contract item that was started due
to a product change.
You cannot delete a contract item that was created as the result of a product change.
Product Change Reversal
Prerequisites and Consistency Requirements:
Only items that have the system status Started Due To Product Change can be reversed.
You can only reverse contract items that have not ended (most recent CRM contract item
for IS-U contract)
If the product was a dummy product before the change, it is not possible to regenerate the
old status in the rate data of the installation after the product change is reversed.
You have to do this manually in SAP IS-U.
A uniquely identifiable previous item with the following attributes must exist for the item:
- Same point of delivery
- System status Ended Due To Product Change
- Contract end = Contract start for current item minus 1 day
If the system cannot uniquely identify the previous item, an inconsistency exists. This
means that the reversal is not possible.
You cannot change the schedule date of a contract item that resulted from a reversed
product change.

Customizing Settings
The product change is started and controlled by the process framework.
For more information see the documentation for the process framework.
As standard, the product change is allocated to the DEFAULT profile with process categories
PCH1 and PCH2.

Cancel Product Allocation


Product changes can only be performed in the CRM system. They are generally not possible
in the IS-U system- with one exception: The allocation of a product to a contract can be
cancelled in SAP IS-U. The contract item is then allocated to a dummy product. You can find
additional information in the Products in IS-U/CRM Integration [page 16].section.

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Example

Cancel Product Allocation in SAP IS-U


Contract item 10
Product A

CRM
SAP
Status Ended due to Prod. Chg
Contract item 20
Dummy product
New contract item
with dummy product Status Started due to Prod.Chg

Contract 1000

SAP
IS-U
Product A Dummy product

Cancel product
allocation

In SAP IS-U, you use transaction EC60 (move-in/out) to delete the product allocation for
contract 1000.
As of the required date, the product is allocated to the dummy product.
In SAP CRM, the contract item 10 - that belongs to contract 1000 - is ended. It is given the
Ended Due To Product Change status.
In SAP CRM, the new contract item 20 with the status Started Due To Product Change is
generated together with the dummy product.

Mass Product Change


The report EMASSPRODCHANGE is available in SAP IS-U for executing a mass product
change. You use this report to make a product change for a large number of contracts.
You have the following options:
Selection by product or contract number intervals
Configuration changes
Adjustment of budget billing plans
Print confirmation of rate change
Delayed replication or replication in groups of new time slices to SAP CRM
For the Customizing settings, go to Customizing for SAP Utilities under Customer Service
CRM Integration Mass Product Change.

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Contract Reversal (Move-In Reversal)


Purpose
You can terminate a contract on the contract start date as illustrated below:

Customer SAP C RM SA P IS- U

Move-in reversal
(for exam ple, transaction EC53E)

Start m aster data generator

When the contract is cancelled,


the end date is set autom atically.
Canceling party: I S- U contract
reversal
Cancellation reason: Move-in
reversal in SA P I S- U
Cancellation rule: Can cellation at
contract start date

Cus tomer calls utility


company and or
requests the
reversal of their order

Cancellation of contract at start date


(reversal) under Cancellation tab page
Cancellation reason: Move-in reversal
in SAP IS- U
Cancellation rule: Can cellation at
contract start date

Delta up load is triggered

Autom atic m ove-in reversal

Prerequisites
In CRM, SAP already provides the most important settings for cancellation. You can find the
corresponding activities in Customizing for Customer Relationship Management under
Transactions Settings for Contracts Cancellation.
The following settings should already be in the system:
ISUC canceling party (IS-U contract cancellation)
ISUC cancellation reason (move-in reversal)
Cancellation rule 0008 - cancellation before contract start date
ISUC cancellation procedure - IS-U cancellation on contract start date

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The Customizing of the date profile integrates the Cancellation tab strip in the item category.
In Customizing for the CRM system, you make these settings under Customer Relationship
Management Basic Functions Date Management Define Date Profile and Assign
Date Profile to Item Category.
You find the 'ISU_001 date profile in the standard system. The following entries should exist
in the date profile for the date types:
Date type CANCDATE (cancellation date)
Date type CANCRECEIVE (date of cancellation receipt)
Date type CANCREQUEST (cancellation request)
The cancellation is started in Contract Management and controlled by the process framework.
In the deregulation scenario, a message is created. In a regulated environment, you can enter
the cancellation data directly.

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Settings for the Product Proposal


This section describes which Customizing settings you have to make if you want to use the
Product Proposal function in the Interaction Center. It also contains a list of the Business Add-
Ins that you can use for customer-specific processing and to implement your own product
proposal logic based in various criteria. Most of the business add-ins have a standard
implementation that you do not have to change.

Note the basic settings for the product proposal in Customizing under SAP
Utilities Customer Service CRM Integration Product Proposal.
The customer consumption segment is the basis for the product proposal. This is allocated to
a product catalog in the IMG. You can use customer-specific settings in the business add-in
to adjust the product proposal to meet your own requirements. For example, you can control
which products the system proposes based on the premise address or the customers credit
rating.
Billing simulation allows agents to inform customers of upcoming bill amounts or budget billing
amounts. Billing of a sample contract with the selected product is also simulated in SAP IS-U.
The following documentation provides information on the following points:
Settings in the ERP System for Use of Billing Simulation in Product Proposal [page 44]

BAdIs for Product Proposal [page 45]


Use of Interactive Scripting for Product Proposal [page 47]

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Settings for Billing Simulation in the Product Proposal


For the product proposal in the Interaction Center, the ERP system executes simulation
scenarios belonging to category 1 Simulate Period with Rate Category Comparison and
category 10 Simulate Any Number of Orders with Rate Category Comparison. The scenario
that is used is defined in the customer consumption segment. You make the required settings
in Customizing for SAP Utilities under Customer Service CRM Integration Product
Proposal Define Customer Consumption Segment. For a customer consumption segment
with an entry in the Simulation Period in Days (Sim. Days) field, the system executes the
scenario belonging to category 1. If the Number of Periods for Simulation (Periods) field
contains an entry, the system executes the scenario belonging to category 10.
Proceed as follows: Create a scenario for each category in Customizing for SAP Utilities
under Contract Billing Billing Execution Define Simulation Scenarios. In the Simulation
Scenario from External Call (ScE) field, enter the value 3 Product Proposal (ICWC). It is not
necessary to fill in any other fields in order to execute the simulation scenario in the
Interaction Center. There can be only one simulation scenario with the value 3 in the ScE field
for each category.

Simulation Scenario: Simulate Any Number of Orders with Rate Category Comparison
In the customer consumption segment, you specify how many billing orders are simulated for
the product proposal. The simulation results are projected for the number of days defined in
the customer consumption segment. In the Interaction Center, the system then displays the
projected amount for each product.
If you want to check the simulation results in the ERP system, you can display the simulated
billing documents. To do this, use transaction EASIM (Simulation Scenario: Initial Screen) in
the ERP system.
In this case, it is necessary to make other Customizing settings for the simulation scenario:
Select the Dialog indicator in the activity Define Simulation Scenarios so that you can select
the simulation scenario in transaction EASIM. Also select the Period Consumption indicator if
you want to enter a period consumption value. The Gross Lines indicator determines that tax
is calculated and the amounts displayed are gross amounts.
The simulation product catalog determines which CRM products are simulated for the product
proposal. You can allocate the simulation product catalog for each customer consumption
segment and risk class. Behind every CRM product there is a master data template belonging
to category CRMNEWCONTRACT. This contains the rate category used for the simulation.
If you want to use transaction EASIM, define all rate categories that correspond to the CRM
products in the simulation product catalog as replacement rate categories. To do this, choose
Contract Billing Billing Execution Define Simulation Scenarios in Customizing for SAP
Utilities and choose the structure node Alternative Rate Categories for Simulation. For new
customers, enter the rate category of the sample contract that you maintained for the
segment item or the CRM product. For existing customers, enter the current rate category of
the customer.
Alternatively, you can call transaction EASIM separately for each sample contract without
maintaining alternative rate categories for simulation. In this case, the system only simulates
the rate category of the sample contract.

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BAdIs for Product Proposal


All the Business Add-Ins (BAdIs) for the product proposal are grouped together in the
enhancement spot ISU_PRODUCT_PROPOSAL. Here, you can also find documentation on
using the BAdIs as well as a description of the standard implementation. The following BAdIs
exist for the product proposal:
ISU_PRP_AMOUNT
You can use this BAdI to implement the conversion for displaying the amount fields Basic
Charge and Unit Price. In the standard implementation, two decimal places are provided.
ISU_PRP_DETERMINE_BASECHARGE
You can use this BAdI to determine a basic charge. There are two example implementations.
The first one uses the billing document items as a basis for determining the basic charge,
whereas the other uses the consumption history to determine the basic charge. For more
detailed information, see the BAdI documentation.
ISU_PRP_DETERMINE_PERCONSUMPT
You can use this BAdI to determine the period consumption for a contract. A customer-
specific implementation is not usually necessary here. For information about determining the
period consumption from the consumption history and allocation to registers, see the BAdI
documentation.
ISU_PRP_DETERMINE_UNITPRICE
You can use this BAdI to determine a unit price. There are two example implementations. The
first one uses the billing document items as a basis for calculating the unit price, whereas the
other takes the consumption history into account. For more detailed information, see the BAdI
documentation.
ISU_PRP_INPUT_DATA
This BAdI checks the simulation parameters for the product proposal. In the standard
implementation, newly entered period consumption values are checked to determine whether
they lie within the tolerance band defined for the customer consumption segment item.
ISU_PRP_INST_CONST_FOR_SEGMENT
A product proposal is only possible for simple installation structures. This BAdI checks
whether an installation structure contains single-rate meters or double-rate meters. You
should not change the standard implementation. For more information, see the BAdI
documentation.
ISU_PRP_PC_CONTR_SEGM_ASSIGN
The standard implementation of this BAdI determines the meter category of the contract to be
simulated. If the meter category does not match the meter category of the segment, the
period consumption is divided using the factor defined in the segment, or the consumption
values are added together.
ISU_PRP_PREPARE_FACTS
We recommend that you do not change the standard implementation of this BAdI. Read the
BAdI documentation before you create your own implementation.
ISU_PRP_SAVINGS
This BAdI compares the costs of individual products. The BAdI documentation describes how
the savings are calculated in the standard implementation.
ISU_PRP_SIM_RESULTS

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This BAdI performs the simulation. Each product is called separately. The contract, rate
category, and simulation scenario to be used are transferred. Read the BAdI documentation
before you create your own implementation.
ISU_PRP_START_DATE
In this BAdI, you define the date on which you want the simulation to begin. There is a
standard implementation, in which the start date for new business partners is set to the first
day of the next month. For existing customers, the start date is set to the end of the last billing
run plus one day.

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Use of Interactive Scripting for the Product Proposal


Interactive scripting allows companies to create scripts that lead agents through interaction
with a customer. Interactive scripting structures the customer contact for an agent and
improves the quality of the contact.
The script is a guide through every processing step during contact with a customer. Agents
enter customers comments in the script. The customers answer determines which step is
displayed next in the script. These steps can be questions with a choice of answers, business
transactions, web documents, or other activities in the Interaction Center.
You can use scripts to collect information about customers. You can then use this information
as decision-making criteria for a targeted product proposal.
For more information on using interactive scripting for the product proposal, see the
documentation for business add-in CRM_ISU_PRP_SIM_PARAMETER in CRM. Call
transaction SE18 and enter business add-in (BAdI) CRM_ISU_PRP_SIM_PARAMETER.
Select BAdI CRM_ISU_PRP_SIM_PARAMETER from the list of BAdIs and navigate to the
documentation.

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Address Management
When you create a CRM contract, the system uses the premise addresses as the business
partner addresses, or restricts them to a specific time frame. The address management
function controls what happens with the premise addresses in accordance with the contract
process. The validity of the contract corresponds with the validity of the address. For example,
in the event of a reversal (in simple cases), the address is deleted from the business partner
data. Both process steps can be controlled using Customizing settings.
The following contract processes are available in SAP CRM:
Create contract
Change contract
End contract
Reverse contract
Create quotation

Customizing Settings and Their Effects


Create contract
If the relevant indicators are selected in Customizing, the system uses the premise
address as the default address or additional address.
Change contract
If you used the premise address in the business partner data and you now change the
validity period of the contract, the system adjusts the validity period of the address
accordingly.
End contract
If you end a contract and the premise address was used as an additional address (not
a default address) in the business partner data, the system restricts the validity of the
address accordingly.
Reverse contract
In simple cases of contract reversal, the address is deleted from the business partner
data. You can control this process in Customizing.
Create quotation
If the relevant indicators are selected in Customizing, the system uses the premise
address as the default address or additional address.
The following Customizing tables are relevant for the contract processes:
Table CRMC_ISU_ADM_CUS in the Customizing activity Address Management in the
CRM system under Industry-Specific Solutions Utility Industries Transactions
Address Management
Table CRMC_ISU_ADM_PRO in the Customizing activity Process Reasons for the
Address Maintenance under Industry-Specific Solutions Utility Industries
Transactions Address Management Process Reasons for the Address
Maintenance.

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The Customizing activities and their purpose are described below:


Customizing Activity Address Maintenance (Table CRMC_ISU_ADM_CUS)
Entry/table column Definition Use
Item Category Key that identifies an item An item category defines the
category. attributes and characteristics
of a transaction item and
therefore controls how an item
is processed.
Copy Address Determines whether the Select this indicator if you
premise address is used want the premise address to
automatically during a sales be used automatically.
process or when creating a
quotation.
Use Address as Default Controls whether the premise Select this indicator if you
Address (Default) address is automatically used want the address to be used
as the default address. as the default address.
Address Type You can maintain the possible
address types in Customizing.
In business partner
maintenance, you can use the
Address Use function to
allocate address types to
business partner addresses.
Example:
Correspondence address
Delivery address
Limit Address Validity (Limit Controls whether the validity of Select this indicator if you
Val.) the premise address is want the validity of the
restricted to a specific time premise address to end when
frame when a contract is the respective contract ends.
ended.
Limit Address Usage (Limit Controls whether the use of Select this indicator if you
Use) the premise address is want the use of the premise
restricted to a specific time address to end when the
frame when a contract is respective contract ends.
ended.
Dependencies:
The premise address is not
used as the default address.
Postal Delay Controls the validity of the Enter how many days in
address when the premise advance the premise address
(Post Delay)
address is used. should be taken into account.
Example:
You have defined the moving
date and the contract start
date as June 1st. In the Postal
Delay field, enter the value
<3> so that the new address is
valid in the system as of May
29. Then ensures that any

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mail is sent to the new


address.
Interval Defines by how many days the Enter the maximum number of
address validity can vary from days that the address validity
the contract or quotation start can vary.
date when a default address is
changed.
Country Enter the country for new
addresses in the IC WebClient.

Customizing Activity Process Reasons for the Address Maintenance (Table


CRMC_ISU_ADM_PRO)

Entry/table column Use


IS-U Process Definition Key (Process) Enter the country for new addresses in the IC
WebClient. The process ID uniquely identifies a
change process.
IS-U Process Reason Key (Reason) The process category contains a group of
change processes that belong together.
Example:
ISTA Process category for contract changes
Retain Address In the event of a reversal, the business
partners additional addresses are deleted.
Reset Standard Address In simple cases, the previous default address is
reinstated after a reversal.

BAdI: Adjustment of Customizing Settings


Read the documentation for this Customizing activity.

BAdI: Validity Start Date


Read the documentation for this Customizing activity.

BAdI: Check of Validity Start Date


Read the documentation for this Customizing activity.

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