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Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

MaxDB is a trademark of MySQL AB, Sweden.

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SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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The replication of the service contract item from SAP CRM is displayed schematically here for a case in which the technical objects already exist in both systems.

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Step 1: Create the service contract item in SAP CRM, including business partner, business agreement, point of delivery, product, contract start and, if necessary, contract end. Save the document in SAP CRM.

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Step 2: Data is sent to SAP IS-U. e

Step 3: The product saved in the SAP CRM contract item is saved in SAP IS-U. This is crucial for subsequent processing.

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Step 4: Precisely one master data template for identifying the technical objects, and a second template for creating billable constructs in SAP IS-U, are found for the product read in step 3.

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Step 5: A billable construct, including a contract, is created in SAP IS-U by processing the master data templates from step 4. Existing master data can be changed, and new master data can be created.

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Step 6: The key for the SAP IS-U contract is sent to SAP CRM. The object link with the SAP IS-U contract is created in the SAP CRM contract item. The "Replication Complete" system status is activated in the SAP CRM contract item.

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SAP AG IUT255 1-25

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SAP AG IUT255 1-26

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The replication of the service contract item from SAP IS-U to SAP CRM is displayed schematically here for a case in which the technical objects already exist in both systems.

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Step 1 Create the SAP IS-U contract. Assign the default product according to the installation service type.

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Step 2 Data is sent to SAP CRM.

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Step 3 A new contract item is created in SAP CRM. The contract item contains the default product from SAP IS-U. The object link with the SAP IS-U contract is created in the SAP CRM contract item.

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Step 4 The transaction number and item are returned to SAP IS-U so that the SAP CRM document is linked there.

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Move-in dateProduct IDPoDBusiness agreementCamp./Elem.

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Walldorf, Main Street 1

Contract Item

Energy TK generalMove-out date

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300051734 IS-U contract 0002625

DatesStart of contractEnd of contract

Th. 01.01.2004

Header

Sold-to partyEmployee responsibleBusiness agreement

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Utility contract 5001424

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X Select the point of delivery for the new utility contract item.

Y Create the new utility contractusing the button in the locator or the point of delivery context menu.

Z Important fields in the contract header y Sold-to party y Employee responsible y Business agreement number

[ Error display y The log is displayed for the selection

\ Navigation within the contract items of the selected utility contract

If conflicts arise when using this interface to enter data in the utility contract that cannot be solved on this interface (partner determination, for example), it is always possible to branch directly to the standard interface. This option should, however, only be used as an exception.

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SAP AG IUT255 1-44

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SAP AG IUT255 1-45

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At the conclusion of these exercises, you will be able to: Display technical objects Create a service contract

Check contract and object replication in SAP IS-U

You are responsible for customers at contract level. You therefore have to display the technical objects (service provider) and create the contract. In addition to this, you also have to make sure that the data is replicated successfully.

1-1-1 Technical Objects

1-1-1-1 Identify business partner ISUD2551## in the IC WinClient.

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1-1-1-2 Make sure that your business partner has not previously moved into a connection object.

____________________________________________________

____________________________________________________

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SAP AG IUT255 1-46

1-1-1-3 The address that the customer gives you (his or her own address) is a connection object in your service territory. This means that the connection object already exists in the system. Find the address.

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1-1-1-4 The technical objects are displayed in the locator. Go to this view and

double-click the technical objects to display them.


1-1-1-5 OPTIONAL: From the locator, you can also create a new technical construct, including the connection object, premise, and point of delivery. You can then use this construct for subsequent exercises.


1-1-2 Contract in SAP CRM and SAP IS-U

1-1-2-1 What do you have to do to create a contract?

____________________________________________________

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____________________________________________________

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SAP AG IUT255 1-47

1-1-2-2 In the contract template, enter the product IUT255_PROD01_DE and the employee responsible UT-CS. Save your entries and check that the contract has been replicated in SAP IS-U correctly.

____________________________________________________

____________________________________________________

____________________________________________________

1-1-2-3 Select your newly created SAP IS-U contract. How can you tell that a connection exists between the SAP IS-U and SAP CRM contract?

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

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SAP AG IUT255 1-48

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SAP AG IUT255 1-49

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1-1-1 Technical Objects

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SAP AG IUT255 1-50

1-1-1-4 The technical objects are displayed in the locator. Go to this view and double-click the technical objects to display them. 7KHWHFKQLFDOREMHFWVFRQQHFWLRQREMHFWSUHPLVHDQGSRLQWRIGHOLYHU\DUHGLVSOD\HGLQWKHORFDWRU\RXPD\KDYHWRH[SDQGWKHQRGHV,I\RXGRXEOHFOLFNWKHLQGLYLGXDOREMHFWVGHWDLOVIRUWKHVHWHFKQLFDOREMHFWVDUHGLVSOD\HGLQWKHDSSOLFDWLRQDUHD

1-1-1-5 OPTIONAL: From the locator, you can also create a new technical construct, including the connection object, premise, and point of delivery. You can then use this construct for subsequent exercises.

1-1-2 Contract in SAP CRM and SAP IS-U

1-1-2-1 What do you have to do to create a contract? ,QWKHORFDWRUVHOHFWWKHSRLQWRIGHOLYHU\WKDW\RXLGHQWLILHGDQGXVHWKHULJKWPRXVHEXWWRQWRVHOHFW&50&UHDWH&RQWUDFW$QLQSXWWHPSODWHIRUWKHFRQWUDFWLVRSHQHGLQWKHDSSOLFDWLRQDUHD

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The "Bill Correction" process is started from the IC WinClient (action box call).

In the first step, a print document is selected. You can use the date of the billing to select the relevant document.

The "Original Bill" tab page is selected in order to display the selected print document in PDF format. If an optical archive is available, then the print document is read from the archive. If no optical archive is available, then a bill print simulation is executed, and the simulation result is converted into PDF format and displayed.

The actions necessary for correcting the bill are executed on the "Bill Correction" tab page (reversal and branching to the "Change Meter Reading Results" transaction). If messages have been written in the application log, then the application log is displayed.

A reversal list is formed. If the selected print document is not the most recent document, and the reversal of this document requires you to reverse other (more recent) documents, then this is also displayed.

You use the corresponding button to reverse the selected documents. If the reversal is successful, the "Document Reversible" and "Status" fields are updated.

For more information, see the "Increased Efficiency IS-U/CCS" cookbooks on the SAP Service Marketplace (service.sap.com/utilities).

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The "Change Budget Billing Plan" process is started from the IC WinClient (action box call).

In the first step, the budget billing plan to be changed is selected.

The system navigates to SAP IS-U to change the budget billing plan.

You can enter a new budget billing amount in the "Cumulated Amount" field. Do not forget the date from which this change is to be valid.

You must now choose save in the display area.

Decide whether change notices are to be printed and sent to the customers.

If necessary, you can create an SAP IS-U contact to document this data change in the system.

You can see all the created contacts in the CRM IC WinClient after refreshing the fact sheet.

For more information, see the "Increased Efficiency IS-U/CCS" cookbooks on the SAP Service Marketplace (service.sap.com/utilities).

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The "Create Installment Plan" process is started from the IC WinClient (context menu call for contract account).

The SAP IS-U dialog box for "Create Installment Plan: Access" is confirmed.

On the next screen, you select the items relevant for the installment plan and enter the posting parameters and installment plan parameters. With regard to the installment plan parameters, you can either select an installment plan category, or enter the parameters directly.

Once you have entered the start date for the installment plan, the system proposes an installment plan, which must then be saved. You must now choose save in the display area.

Decide whether printed change notices are to be sent to the customer. If necessary, you can create an SAP IS-U contact to document this data change in the system.

You can see all the created contacts in the CRM IC WinClient after refreshing the fact sheet.

The agent can choose between three possible procedures for creating the installment plan proposal: 1. Enter installment amount -> Installment amount is determined using the installment amount and the total from the original items. 2. Enter rounding amount and number of installments -> Installment amount is calculated from the total sum of the original demands, the rounding amount, and the number of installations.

The parameters mean that the system creates an installment plan proposal.

The agent can still make changes in the installment plan proposal (such as add/delete installments, calculate interest, create fees for installment plan creation).

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Customers often want to change their utility product. However, contract items do not permit historical changes to products. In SAP CRM, you can close a contract item for an old product and create a new item with the new product. Normally, a product can be changed without final billing or meter reading results for the change date. Only billing-relevant contract data (for example, the rate category of the utility installation) has to be changed for a product change. This process is supported by the product change.

The product change and the reversal of the product change are actions that can be executed in the CRM document at utility contract item level.

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If you execute a product change incorrectly or use incorrect information, you must reverse the change. You can do this using the Reverse Product Change action.

b

Reverse the product change for contract item 20. b

This action reverses contract item 20. The end-date of this item is set to the contract start date. The "Started Due to Product Change" system status is deleted and replaced by the "Product Change Reversal" status.

b

The end date of contract item 10 and the "Ended Due to Product Change" system status are deleted. You can now execute a new product change for contract item 10 (for example, using another date).

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The SAP IS-U system ensures that contract 1000 is billed for the whole period using data that belongs to product A.

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After the product change reversal, contract 1000 corresponds to contract item 10 for the entire period. Contract item 20 no longer has any SAP IS-U contract reference.

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At the conclusion of these exercises, you will be able to:

Explain how to perform a bill correction, change the budget billing plan, or create an installment plan from SAP CRM

Change a product for an existing SAP CRM utility contract

As a customer service employee, you are responsible for dealing with customer questions regarding existing contracts. You perform functions within contract management.

2-1-1 7ULJJHUVXEVHTXHQWSURFHVVHVIURP6$3&50

2-1-1-1 Describe at least two subsequent processes within the complete contract integration between SAP IS-U and SAP CRM. These subsequent processes can be triggered from the CRM Interaction Center WinClient.

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2-1-2-1 What role does the product change have within the complete contract integration between SAP IS-U and SAP CRM. ____________________________________________________

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2-1-2-3 Now execute a product change for your contract item. Use

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2-1-2-2 How would you create a product change for your contract from the previous

unit? Identify your business partner ISUD2551## in the Interaction Center WinClient (transaction CIC0) and open the contract that you created in change mode (right mouse click on the contract in the locator -> Change).

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Choose "Create Profile Group" (campaign execution -> campaign) and enter a description as the title of the profile group. Choose an attribute list from the selection list. Select the desired attribute (expand the attribute nodes to see the values) and combine it with one or more profiles (drag + drop from component area in the modeling area). To change the properties of the profiles in the set, click the profile set with the secondary mouse button and choose "Profile Properties". You can, for example, assign a new profile name there. You have created a profile set and can now generate target groups for the profiles contained in the set. Save your data.

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Distribution of data to mobile devices.

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Iut255 en Col62

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