Financial Supply Chain Management

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FSCM General Overview Notes on SAP Financial Supply Chain Management (FSCM)
General introductory notes
SAP's intention is to provide business benefit through improving working capital. The chief thrust is to increase the speed of customer payments, and reduce the amount of number of debtors who have a reason not to pay. The main components are Credit Management, Collections Management, Dispute Management, and Electronic Invoicing.

Credit Management
It's different from traditional SAP credit management because it aims to become a central function in a distributed environment. The old system used SD and FI on the same R/3 system. FSCM Credit Management brings in CRM systems, external logistics systems (both distributed SD and non-SAP systems), and can present the results through a BI system and a Portal.

Features
Credit limit for the customer (and order limit, risk class) Credit Rules Engine, which takes information and automates credit scoring, credit decisions and calculations of credit limits Credit score, determined from externally and internally-collected information. Both automated and manual updating of credit scores are possible. Each customer has a credit scoring procedure, and a mass recalculation can be run to reevaluate scores.

Note function, for credit controller to record additional information Document storage, to attach any external items (bank records, credit reports) Automated credit decisions for most cases allow you to concentrate on the exceptions. Communication with external rating agencies via XML

Analysis
Credit decision support function, consolidates data from several systems, summarised on a customer credit fact sheet, which can be accessed through the credit manager cockpit in the Portal. Credit scoring to identify risk from customers and their debt Monitoring of customer payments, to identify problems quickly Concentrate marketing effort on low-risk customer groups.

Dispute Management
This module aims to reduce the time spent handling disputes between companies and their customers. Often, a credit control clerk can spend 50% of their time dealing with these cases. It also aims to speed up the time to collect the cash from the customer.

Features
Create a new dispute case from the list of open items, or within a specific transaction (e.g. Process Incoming Payment, if it's been reduced below the invoice amount). Assign roles to the dispute case, each role having different tasks. The case notes can hold questions for colleagues, or comments about the dispute, and add up to the complete case history. Cases become classified, and managed according to processing status, and the reason for the dispute. The important documents can be attached to the case, both SAP documents and external ones. The case may be escalated to the next management level if an action isn't carried out. The case may hold actions, which can be flagged for follow-up. The case may be escalated to the next management level if an action isn't carried out.

Electronic Invoicing (Biller Direct)

This module aims to reduce the eliminate inefficient techniques (and the costs) of packaging and mailing paper invoices to customers. It also provides vendors with online visibility of their invoices on the SAP system.

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It is the web-based invoicing engine of SAP FSCM. Customers can execute payments for open invoices using direct debit or credit card. These are not standard, delivered functions, but require configuration work. Customers can view images of their invoices through the Portal, but only if some programming effort is used to generate PDF images for storage on the document server. This technique can be used to make available images from non-SAP invoicing modules.

It can save the work of the AP department in answering vendor queries over invoices, whether they have been blocked, and when they will be paid. Customers can be given the ability to create dispute cases on their own invoices, if they have grounds for withholding payment. Biller direct has facilities allowing customers (and vendors?) to access the portal, and request user profiles. It can provide the access via SAP Enterprise Portal, or any other portal using single sign-on tickets. It can also be integrated into the Supplier Portal. It can be run as a stand-alone application based on J2EE. Vendors do not need to install any SAP software in order to use this, merely a standard internet browser. SAP recommend the use of Secure Network Communicator to make the communication between WebAS and ERP secure. In some countries (probably the UK) the Data Protection Act requires that you obtain authority from customers to capture and hold their details (e.g. bank & credit card details) on your computer.

Collections Management
The Collections Management module allows organisations to manage individual AR accounts, in cases where bulk dunning will not be effective. It's an efficiency tool for AR clerks, and aims to create prioritied work-lists of key customer accounts for action.

Features
Target "delinquent" accounts for action, offer discounts more intelligently, and retain the best payers. Automatically selects the customer accounts needing action, and prepare work lists for action. The application is based on a collection strategy for customers, identifying how the priorities are set up. AR clerks are given information on why the contact is necessary, and what previous contacts have been made.

The AR clerk may log the customer's promise to pay, or a dispute case (for Dispute Management). If the clerk cannot make contact, or the customer wants calling back, the clerk enters a "resubmission". Once a clerk has made contact with the customer, SAP Collections Management removes them from the worklist. SAP Collections Management monitors whether the customer keeps their promise to pay, and if not, they get put back on the work list.

Analysis
The AR Supervisor has functions to control and supervise the work of debt collection. The system provides statistics on how many work list items have been completed (successfully or unsuccessfully), and how many are still open. The supervisor has the ability to re-assign the work lists over the AR clerks.

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FSCM Terminology FSCM Terms

Collection Profile: For collecting receivables using sap collection management a collective profile is assigned to every customer. Collection Segment: ( The collection segment is assigned to collection profile) It groups company codes of a company from the view of SAP collection management, so that transaction data( such as: open items, dispute cases, promise to pay) of a business partner from these company codes can be considered together.

Collection Group: A collection group consist of collection specialist that are to make contact with customer in SAP collection management. All specialist in a collection group collect open receivables from business partner with the same collection strategy.

Collection strategy: It controls the priority of a work list item. Collection segments are assigned to collection profiles by IMG activity (table UDM_PROF_SGMT gets updated) and collection groups to collection segments (table UDM_SGMT_GR). So when you assign a collection profile to Business Partner, the segment and collection group gets updated based on the IMG configuration done.

Biller Direct
Biller Direct is an online view of a customer account.

This is aimed at two markets. One: Clients who have lots of small customers, like utility clients or telecommunication sector clients. This offers the customer an online view of their account, ability to make payments, update master data and dispute open items. Two: Clients with large and difficult customers. By providing large and difficult customers with an online view of their account, they can raise their own disputes, removing the need for the client to do this as well as pull off copy invoices. Certain customers may make large requests, and rather than ask the clients cash collectors they can do this all themselves.

Collections Management
Before understanding Collections Management, it is important to understand what is available in the current solution (FIAR) and the benefits that Collections Management will give you.

5 reasons why your Accounts Receivable team should be using a Collections Work list within SAP FSCM
The Collections Worklist can only be found within SAP FSCM and is part of the Collections Management module of SAP FSCM. This is the tool SAP have provided to the Accounts Receivable team to assist them to perform their daily duties of collecting cash. The Collections Worklist provides a priorities list of customers for the Accounts Receivable team to contact. The Worklist can be priorities according to client's unique requirements with the highest ranking customers appearing at the top of the worklist and the lower priority at the bottom of the worklist. The real benefits of a Collections Worklist are around a single system and process where there is full visibility of actions that have occurred whilst contacting a customer. To achieve some of these without SAP FSCM could only be achieved by either using a third party software provider or my bespoking your current SAP Accounts Receivables solution to align to your own requirements.

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Below are my top 5 reasons why your SAP Accounts Receivable team should be using the functionality with SAP FSCM:

1.

Uniformity of process:

Within SAP Collections Management there is a clear Organisational structure that enables you to group customers into different segments and groups. These normally align to legal entities and teams within an Accounts Receivable team. A Collections Worklist is easy to use and if a member of the Accounts Receivables team was on holiday or off sick a different team member could pick up another Worklist without needing a formal handover. 2. Prioritization of Accounts: One of main benefits of the prioritized Worklist is that the team member does not have to work out which customers to contact on a specific day, it is done for them. This will stop low risk customers being contacted, and enforce more effort being driven towards higher risk customers. The true benefit of this is that the prioritization is fully customisable allowing a client to make its own rules up. This is a massive benefit when comparing it to a standard Aged debt report in SAP Accounts Receivable which can only be sorted by Name of Customer, or amount of outstanding debt. 3. Performance Management:

It is one thing providing your Accounts Receivable team a new tool to help collect cash but to see the true worth of the change of process and solution you need to report on the benefit. With SAP Collections Management you have the ability to record the number of customers contacted by an Accounts Receivable team member over a period of time. You can then use this data to compare that team member against their peers. This will allow the Accounts Receivable Manager to track the performance of the team members and make informed decisions based on those findings. 4. Ability to record and report on notes made:

One of the biggest gripes regarding the existing SAP Accounts Receivable solution related to the notes that a team member would make. Some used to print of reams of Aged Debt, and make hand written notes regarding the customer contact. This is OK for the team member, but it does not help the Manager or a replacement who is thinking about contacting a customer. By having the ability within the Collections Worklist to record, and therefore report on the notes made by the Accounts Receivable team member provides a single reference point, which can be easily accessed by any authorized user. 5. Integration to Dispute and Credit Management with SAP FSCM:

Collections Management has been built so it easily integrated with the other modules of SAP FSCM. From the Collections Worklist, a user can raise, change and display customer Disputes that may have been raised. On the front screen of the Worklist there is a specific column to detail the value of outstanding debt currently under "Dispute". This is used to inform the team member that whilst a customer might have $300,000 of outstanding debt, if they have say $50,000 in dispute, then the amount to collect will be $250,000. Please note standard Accounts Receivable has not notion at all regarding customer disputes, so this is a massive step forward. Further to the integration with SAP Dispute Management, is the integration with SAP Credit Management within SAP FSCM. Within SAP FSCM Credit Management is the ability to calculate a "credit score" against a customer. This in turn can influence the "risk class" of the customer. What makes SAP FSCM Credit Management a better proposition that its standard relation in core SAP Accounts Receivables is the benefit of using actual SAP data to "score" a customer. The traditional method as standard was to either use offline methods, or third party scoring. The Collections Worklist can be prioritized by a number of different criteria, including the value of customer disputes and the risk class that is derived from SAP FSCM Credit Management.

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Collections Management is a sub-module of FSCM The aim of the tool is to record actions made with the customer and to enable the user who is collecting the cash to do so in a proactive format. The use of work lists enables the user to have their day planned for them, by pre-defined rules set against all of the customers. This should lead to the correct customer being called at the correct time and remove duplicate calls. If a certain customer always pays late this could be flagged up, and all customers who pay on time would be seen as a lower risk and only appear on the work-list if their payment did not turn up. The concept of a "Promise to Pay" can be used to help the cash team work out how much cash is due in, and also track where these promises are broken. The system can be designed to fit all business processes, and there are plenty of BAPI's that can be used to make sure the work lists are being generated correctly. Lastly the collections team will have access to what has been disputed and even create disputes directly through collections management. This allows certain rules to be written to influence what should be expected to be collected depending on the status of the dispute. With SAP Collections Management, you can proactively manage overdue receivables and prioritize collections efforts for maximum success. The software uses a collections work list with an overview of each past-due account, including open invoices, dispute cases, and contact history, ensuring that collections agents have all the information they need when contacting a customer. In addition, agents can easily document the results of each customer contact and create promises to pay. Working with SAP Collections Management, you can achieve higher collection success rates, thus accelerating cash flows, lowering DSO, and minimizing the risk of bad debt write-offs. The components of SAP Collections Management support you in active receivables management. Using collections strategies, you can evaluate and prioritize customers from receivables management view. Customers that fulfil the rules defined in a strategy are distributed to the work lists of the collection specialists. The collection specialists then contact the customers in their order of priority in order to collect receivables. To prepare the customer contact, you can use various key figures for the customer in the work list. You can also display an overview of the current status of the open invoices of a customer account as well as the last payments, the customer contacts, and open resubmissions. If a customer gives a promise to pay, you can enter this in the system and follow its status. You can also define that a customer is to reappear on the work list on a certain date. When you return to the work list, you can document the complete customer contact in the system. Collection Management can be divided into four phases. 1) Selection of Customer (All customer should be business partners then only they can be assigned in collection management) - one of the key steps is to create all customers as collections management business partners. For more information on this please refer to the following article.http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/b001aec0-b12d-2d10-3faa-b416e6de0270 2) Prioritization of Customer based on Collection Strategies. 3) Preparation of Customer Contacts 4) Processing of receivables.

Tcodes in Collection Management:

1) UDM_SPECIALIST - My Worklist 2) UDM_SUPERVISOR - All Worklists 3) UDM_BP - Business Partner Master Data - to create and maintain business partners. 4)UDM_STRATEGY - Strategies 5)UDM_GROUP - Groups 6)UDM_GROUP2SGMT - Assign Groups to Segments 7)UDM_GENWL - Creation of Worklists 8)UDM_RSM_DELETE - Deletion of Resubmissions 9)UDM_BP_PROF - Assignment of Profiles 10)UDM_BP_GRP - Change to Segment Data 11)UDM_BP_SPEC - Assignment of Collection Specialists 12)FDM_COLL_SEND01 - Distribution of Data to Collections Management 13)FDM_JUDGE - Evaluation of Promise to Pay

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14)FDM_P2P_CONFIRM - Confirmation of Promise to Pay 15)FDM_COLL01 - Edit Receivables (Old)

Terms:
Collection Profile: For collecting receivables using sap collection management a collective profile is assigned to every customer. Collection Segment: (The collection segment is assigned to collection profile) It groups company codes of a company from the view of SAP collection management, so that transaction data( such as: open items, dispute cases, promise to pay) of a business partner from these company codes can be considered together. Collection Group: A collection group consist of collection specialist that are to make contact with customer in SAP collection management. All specialists in a collection group collect open receivables from business partner with the same collection strategy. Collection strategy: It controls the priority of a work list item. Collection segments are assigned to collection profiles by IMG activity (table UDM_PROF_SGMT gets updated) and collection groups to collection segments (table UDM_SGMT_GRP) So when you assign a collection profile to Business Partner, the segment and collection group gets updated based on the IMG configuration done. You can use SAP Collections Management as a one-system or as a multiple-system scenario. In a one-system scenario, Collections Management is in the same system as Accounts Receivable Accounting. In a multiple-system scenario, you run Collections Management in a separate system. This communicates with the system of the Accounts Receivable Accounting connected by means of Application Link Enabling (ALE). Dependent on the release of Accounts Receivable Accounting, you can either select between a one-system scenario and a multiple-system scenario or you can only use SAP Collections Management in a multiple-system scenario. If you connect more than one accounting system to the Collections Management system, then you have to indicate the company codes of these accounting systems in Collections Management, and also enter them as a filter for the BAPI AccessProcessReceivables for the object Collection Data.

Credit Management
FSCM Credit Management is not to be confused with the original Credit Management. A quick overview of credit management within FSCM

Its time to implement SAP FSCM Credit Management

Standard Credit Management has been around for a long long time. It is a stable solution that is widely used and provides a good tool for most clients that use it. The point people are missing is that the SAP FSCM solution takes Credit and Risk Management to another level. The benefits are so significant that I believe the product is a must have. The main benefits can be broken down into three areas.

Enabling you to make better decisions Full integration of the process Use of internal data for credit analysis To fully understand the business benefits of SAP FSCM Credit Management, it is important to review how standard SAP Credit Management is used and the associated processes.

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Common usage of SAP Credit Management

A common customer will load external data from credit rating companies into their Credit Masters. This will enable them to categorise the customer into a Risk Category. After this there will then be some manual work to derive a credit limit based. This process needs to occur at set intervals to ensure the customer has the correct Risk Category. Aside to this, there are ad-hoc processes where a credit limit is reviewed, and the external credit rating company will re-classify the customer. Within SAP it is not easy to identify the number of times the customer went above its agreed credit limit, how many times the Credit Limit was changed and whom and when this was requested. Enabling you to make better decisions: This should be the key objective for a SAP FSCM Credit Management implementation. Within SAP FSCM you have the ability to use actual SAP data to set credit limits for customers or to group your customer into a risk category. Example: You may find that your external credit rating company has a good score, as the customer pays its other suppliers in 35 days. In isolation this would be used to provide a good credit rating for the customer and a good credit limit. However if you analysed your SAP data and saw that the same customer was paying you on say 65 days, you would be less inclined to give them a good credit rating, you would give them a poor score, and would be hesitant to provide them with a good credit limit. Comparing actual payment terms against the terms supplied from external credit ratings could help you improve the relationship with the customer. You could share this information with the Collections team and the sales team to re-negotiate the agreed payment terms and try and reduce their average payment days down to align with that of your competitors. Remember, high levels of bad debt are really just an historic trend. No one knows what is round the corner and so implementing an enhanced solution with more accurate information allows you to make better decisions for your business. Full integration of process: The traditional SAP Credit Management solution requires a high degree of manual processing. A key benefit within SAP FSCM Credit Management is the ability to request a credit limit change from within SAP FSCM. This is a simple case that records the request for a new Credit Limit and is easy to approve. Further to this the process can be integrated to propose Credit limits based on both internal and external data. This removes the manual offline calculations and provides a consistent approach. Data from external credit agencies can be automatically uploaded into SAP, and interfaces can be built. The manual steps of combining many external credit agency scores into a single score is also removed within the new functionality. Use of internal data for credit analysis: This is the most commonly used benefit for SAP FSCM Credit Management. This is the most noticeable difference between the two solutions and the one that grabs the headlines and rightly so. The use of internal SAP data is a major step forward for both credit rating and credit limit proposals. A customers credit rating could change dramatically within SAP FSCM for late payments, high levels of credit exposure and high dunning levels, something is missed by external Credit rating agencies.

Summary
You can measure the benefit of reducing the manual effort of creating new credit limits and reviewing changes, however you cant see the full benefit around future bad debt. Comparing your current bad debt for a fiscal year only indicates how you performed against a previous year. This cannot serve as an indication as to the future trends of bad debt. Being able to quickly identify when a customer changes its payment behaviour, or repeatedly asks for a Credit Limit increase is something that you can track within SAP before the customer turns into a bad debt. It is also a recommended approach to analysis the customers that became a bad debt, to see if you can spot any trends and

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build warnings against these within your process. By changing your processes and using actual data will enable you to make better decisions and avoid potential bad debts.
The new Credit Management has a more global view to it, it works on a different Org structure and can use internal and external ratings to rate customers and provide a credit score. The main difference here, is that internal credit scores can be generated, again, this is very flexible and this can be used to work out the amount of credit a customer should be given, and can also work with external systems as well. The combination of this should ensure that the amount of credit granted to customers follows the strict policies of ALL clients. The implementation of FSCM Credit Management requires XI (PI). - there is a useful blog on the subject of the PI configuration steps

FSCM: Configuration Scenario Sap Netweaver PI 7.1

SAP Credit Management (FSCM) enables you to assign a certain credit limit to each customer. For example, when an invoice is posted, the system checks if the amount exceeds this limit. Differents scenarios are provided:

FI-AR (Accounts Receivable) FI-AR and SD (Sales and Distribution) ... This blog gives you an overview of FI-AR and SD scenario: you need to configure a specific interface on the SAP NetWeaver PI 7.1. SAP provides standard packages for SAP NetWeaver PI:

SAP APPL FINBASIS SAP ABA SAP BASIS First, create a business system on SLD (System Landscape Directory).

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Now you can import the standard packages previously downloaded from Sap MarketPlace with Enterprise Services Builder tool.

Through the integration builder you must create a scenario: e.g. named "Credit_Management"

For this scenario, you must create two communication channels that allow data transfer between SD and FIAR. Both channels point to an RFC destination of type HTTP Connections to ABAP System created by transaction SM59 in SAP NetWeaver PI

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--> Note: the user that is used by RFC Destination must have role for the use of FSCM on ECC 6, otherwise you might have problems with the update of the financial data of the business partner (for example: Error during update of credit exposure information UKM_BP 001)

After you have configured properly the two channels, various interfaces can be created to suit your needs:

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-->Note: I implemented also this BADI:

UKM_FILL UKM_R3_ACTIVATE UKM_VECTOR_PUSH All the interface informations can be found on the official documentation Sap Credit Management Configuration Guide.

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The following Blog (Article) covers how FSCM Credit Management is linked to XI so data from SAP Finance can be used by the FSCM sub-module.

SAP FSCM - Credit Management Implementation using XI

Introduction to FSCM: Financial Supply Chain Management (FSCM) is an integrated approach to provide better visibility and control over ALL cash-related processes. Better predictability of cash flow Reduction of working capital Reduction of operating expenses End-to-end integration of business processes Components of SAP FSCM 1. 2. 3. 4. 5. SAP Credit Management, Controlling credit risk via real-time credit allocation and ongoing monitoring i.e. online credit rating check for fast credit decision SAP Biller Direct, Display of bill and payment history and account balances SAP Collections Management, Comprise company specific rules for collecting receivables and Used to select and prioritize customer accounts for the collection SAP Dispute Management, Cross-department dispute resolution, All information is centrally stored and structured (electronic record) SAP In-House Cash, Management of internal bank accounts for all subsidiaries Purpose of Blog In this blog, you can able to see how to configure XI settings for SAP FSCM-Credit Management to generate Credit Limit Utilization, Payment Behavior summary and Credit Exposure in dual box scenario (i.e. SAP R/3 is in one box and SAP FSCM is in another box). Landscape

Pre-Requisites 1. 2. 3. On the ECC systems, you should have the checked all the necessary FSCM related settings done properly. On XI system, The Integration server and System landscape directory should be configured properly. Check all the three systems are connected properly through the RFC connections. Steps to be performed Setting up SPRO settings for Financial Supply Chain Management. Setting up R/3 related Proxy settings to connect SAP XI. Setting up XI related proxy settings to connect SAP FSCM. Interface Design, Development and Configuration in XI. 1.) Setting up SPRO settings for Financial Supply Chain Management. The settings should be carried out by our Functional team (FI). 2.) Setting up Proxy related settings in R/3 systems. Go through this blog for activating the ABAP Client proxies. How do you activate ABAP Proxies? Apart from this we have to maintain and activate the following http services related to XI in R/3.

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For activating the services go to the T-Code SICF

3.) Setting up XI related proxy settings 3.1) Maintain the RFC connections to R/3 systems using T-Code SM59 in XI system.

Once the connection is maintained, test the connection.. 3.2) Maintain the integration engine configuration using the T-Code SXMB_ADM Configure the role of business system as INTEGRATION SERVER

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3.3) Maintain the following parameters for the Integration engine configuration.

Once the configuration is done check the Integration engine configuration 3.4) Run the T-Code SLDCHECK System Landscape Directory setup is correctly configured then the SLDCHECK should be successful. 3.5) Maintain and activate the HTTP services related in XI system using T-Code SICF.

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3.6) Create and maintain the technical & business system for R/3 systems in XI. 4) Interface Design, Development and Configuration in XI 4.1) Integration Repository

Need to import and maintain the following software components in the Integration Repository. FINBASIS SAP ABA SAP BASIS we can download the content from https://websmp206.sap-ag.de/support & goto entry by application group ->SAP Content -> ESR Content(XI Content). Once the XI contents are downloaded, ask your BASIS team to move the files into following path/sapmnt/XID/global/xi/repository_server/import

4.2) Integration Directory

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Need to assign the BUSINESS SYSTEM for R/3 system which is already maintained in the SYSTEM LANDSCAPE DIRECTORY. Create and maintain the receiver communication channel.

Create and maintain the collaboration profiles and collaboration agreements for corresponding interface objects. Now we can start configuring the Credit Management Interfaces as per the requirement.

Dispute Management
Dispute Management is a sub module of FSCM. Dispute Management uses the case management process in SAP.

A Dispute Case is created and then can be work-flowed through a business for resolution. Links can be made to 3rd party information, business rules can be applied so certain dispute types are automatically credit'ed, or moved to certain users for resolution. The core reporting occurs in BI, however it integrates very well with Collections Management and Biller Direct. The aim of the module is to record the dispute in a single system to allow all business users to have access to the same information and work together to resolve the dispute as quickly as possible to improve cash flow, and reduce the DSO. Please review the following wiki for information regarding the ES view for Dispute Management available in Enhancement Package 4

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Dispute Management
The Dispute Management ES bundle service-enables the dispute management capabilities of SAP ERP. Simply stated, the Dispute Management ES bundle provides Enterprise Services designed to help SAP clients better manage invoice-related disputes with customers when one or more processes must be invoked in order to address the underlying claim. It accomplishes this by service enabling Dispute Case functionality - the primary business object covered by this bundle - held within SAP Dispute Management. The Dispute Management ES bundle enables searching for, displaying, creating, and changing of dispute cases. Dispute cases are created when a customer pays less than the original invoice amount for a variety of reasons, including dissatisfaction with a job. A Dispute Case is a record that contains all the information relevant to a disputed invoice and is the central business object tying together all the information and activities necessary to process and resolve disputes. Basically, a dispute case is a virtual file that can provide every employee involved with resolving the dispute direct access to all of the necessary information without having to search through numerous systems or files manually. Employees can enter information and comments as electronic notes, creating an accurate record of how a particular dispute was handled and resolved. Dispute Management(click to enlarge)

Importantly, this ES bundle also facilitates real-time (synchronous) and asynchronous integration of SAP Dispute Management with other SAP and non-SAP applications, though, as with all enterprise service implementations, some work is involved to write code that invokes the services (the composite application or other type of service consumer). This bundle also facilitates integration with customer interaction centers (areas that provide enhanced customer service by offering multiple contact options and efficient methods to respond to customer queries), customer fact sheet applications, and customer-facing portals, where a customer can create a dispute case themselves. The net result is an integrated, 360-degree view of all customer disputes and related claims and tickets across the enterprise. In all, the Dispute Management ES bundle leverages enterprise SOA by providing communication with SAP ERP, SAP CRM, SAP Quality Management, as well as non-SAP applications through the use of enterprise services.

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Table of Contents

Audience

Industries especially those where CRM-like applications are used. This bundle is also targeted at SAP customers who are already using SAP Dispute Management and want to integrate it with other SAP and non-SAP applications.

Audience For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.

The Dispute Management ES bundle is targeted at all industries with FI-AR backend systems,

Roles Managers and clerks.

How to Use This ES Bundle Use Cases Use Case 1: Dispute Management Integration with CRM Creating a Dispute Case

For details on Service Operations, Business Objects and Process o Components, please check the ES Workplace.

How to Use This ES Bundle

Prior to the creation of this ES bundle, there was no automated and integrated way to allow users from various departments, such as call centers and quality management, to create dispute cases to document information about invoice disputes.

Use Case 2: Dispute Management Integration with CRM Changing a Dispute Case

Use Case 3: Interaction Center Trouble Tickets

Use Case 4: Including Disputes on a Customer Fact Sheet

Use Case 5: Allowing Quality Managers to Create Dispute Cases

Use Case 6: Enabling Call Center Agents to Create Dispute Cases Informed by Quality Issue Notifications

Use Case 7: Handling Dispute Cases through a CustomerFacing Portal

System Requirements Related ES Bundles Links SDN and SAP Links

The Dispute Management ES bundle provides an automated method for companies to better manage disputes and to integrate handling of disputes with a number of other systems. As a result, employees who create dispute cases have direct access to all of the necessary information without having to manually search through a number of records and files. It is all contained in an easily accessible format within the dispute case. Further, each dispute case includes a reason code, which delineates the nature of the complaint and specifies the various business processes involved. A processing status notice can also be logged, which with the reason codes will activate follow-up actions such as notifying relevant employees and/or internal processes, triggering sending an email to the customer, as well as triggering actions in SAP ERP financials or logistics applications, for example. The result is more efficient and cost-effective handling of disputes, with the following benefits:

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Cost Savings Reduced manual work, lowered integration costs with SAP and non-SAP systems, and reduced number of open or disputed invoices (because of increased speed in handling dispute cases)

Improved Efficiency Higher degree of automation and optimized cross departmental communications speed dispute clarification and resolution, more effective communications between applications such as CRM and quality management.

Integrating with CRM Armed with composite applications designed to call the services in this bundle, call center agents can quickly and easily create dispute cases and forward them to SAP ERP for further processing. Call center agents are also able to quickly and easily find dispute cases related to specific customers and get all the information they need about the status and findings of a dispute case.

Integrating with Quality Management Quality managers are able to take Quality Issue Notifications, created in SAP Quality Management, and, when necessary, quickly and easily create dispute cases. As with the CRM integration, these dispute cases are then forwarded to ERP for further handling. The reverse can also be true in that a dispute case created by a customer service representative with a relationship to a quality issue can be made visible to a quality manager. In this way, duplicate dispute cases are prevented while necessary information reaches all affected units of the company. Furthermore, by connecting disputes with quality issues, the financial impact of quality issues can be assessed.

Customer Facing Portal The Dispute Management ES bundle enables integration with web applications so that a customer can check the status of a dispute or file a new dispute online.

Use Cases
The following sections explore seven use cases for the Dispute Management ES bundle. Each is intended to provide a concrete example of the types of functions the bundle supports and shows how different outcomes can be achieved by using the enterprise services in different combinations. While these use cases demonstrate a few of the ways the ES bundle can be used, they are designed to highlight the flexibility and reusability of the business objects and enterprise service operations so as to provide a clearer understanding of how you can deploy them in your own environment. This wiki is also the space for readers to share knowledge and collaborate with others who are implementing the Dispute Management ES bundle.

Use Case 1: Dispute Management Integration with CRM - Creating a Dispute Case
Note: This use case presumes that the CRM system has been modified to provide options that invoke enterprise services in this bundle. In this scenario, a call center agent for a construction company receives a call from a customer asserting that the company's contractor only performed 80 percent of the service, so the customer will only pay 80 percent of the invoice. The call center agent understands that this represents an invoice-related dispute and selects an option in a CRM system to open a dispute case. After all of the necessary information is entered, the agent saves it, and the CRM system invokes the Check Trade Receivables Payables Dispute Case Creation enterprise service. This service operation verifies that all the required information to create a dispute case has been entered. If there are any errors or omissions, the application displays an error message. Upon correcting the errors, the agent saves the information, which invokes the Check Trade Receivables Payables Dispute Creation enterprise service again. Since the information is complete and correct, the CRM system then invokes the Create Trade Receivables Payables Dispute Case enterprise service. This asynchronous service creates a dispute case in SAP ERP. Once a dispute case is created in SAP Dispute Management, notices are automatically sent to relevant individuals and organizational units.

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Once a resolution is reached, the dispute case is automatically updated to reflect these changes. If a payment is required from the customer, once it is received and posted the system, it can be mapped to the correct dispute case, which can be automatically updated. The following table summarizes these steps and associated enterprise services: Step Enterprise Service Invoked

Step 1: The call center agent displays the customer information in CRM

(no enterprise service operation is invoked during this step)

Step 2: The agent determines that the complaint constitutes an invoice-related dispute and opens a dispute case in CRM.

(no enterprise service operation is invoked during this step)

Step 3: The agent enters the necessary information to create a dispute case and saves.

(no enterprise service operation is invoked during this step)

Step 4: The application checks for errors and displays an error message if any are found.

Check Trade Receivables Payables Dispute Case Creation

Step 5: The agent corrects any errors and saves the information in the dispute case again.

Check Trade Receivables Payables Dispute Case Creation

Step 6: The application creates the dispute case and sends it to SAP ERP

Create Trade Receivables Payables Dispute Case

Step 7: The dispute case is forwarded to the necessary individuals and offices

(no enterprise service operation is invoked during this step)

Use Case 2: Dispute Management Integration with CRM - Changing a Dispute Case
The customer from use case 1 calls back to add to the complaint, asserting that the work the contractor did was of low quality and portions of which have been done incorrectly. The building inspector has asked for modifications, causing the customer to reduce his payment to the company to $7,000. The call center agent looks up the customer in the CRM system, which searches for any relevant dispute cases for this customer (by invoking Find Trade Receivables Payables Dispute Case by Elements). The call center agent clicks on the dispute case number, which invokes Read Trade Receivables Payables Dispute Case. The agent can then enter whatever changes need to be made along with the reasons for the dispute given by the customer and any other relevant information. When the agent finishes entering the changes and saves the dispute case, the application invokes Check Trade Receivables Payables Dispute Case Update followed by Change Trade Receivables Payables Dispute Case to send the changes to SAP ERP.

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The following table summarizes these steps and the associated enterprise services: Step Enterprise Service Invoked

Step 1: The call center agent receives a call and displays customer information in the CRM system.

(no enterprise service operation is invoked during this step)

Step 2: CRM searches for relevant dispute cases and displays a list

Find Trade Receivables Payables Dispute Case by Elements

Step 3: The call center agent sees the dispute case the customer called about and clicks on it.

Read Trade Receivables Payables Dispute Case

Step 4: The agent makes changes and provides updated information for the dispute case and tries to save the new information.

(no enterprise service operation is invoked during this step)

Step 5: The application validates the data in the dispute case.

Check Trade Receivables Payables Dispute Case Update

Step 6: The changes are saved to SAP ERP.

Change Trade Receivables Payables Dispute Case

Use Case 3: Interaction Center Trouble Tickets

A customer of HDTV Inc. has just purchased a new widescreen television and had the company install it on a wall in her home. However, the television appears to have some electronic problems that have cause the advertised features to not work at all or improperly. The customer contacts the call center for HDTV Inc. and explains her problem to the call center agent. In response, the agent creates and assigns a trouble ticket to the customer complaint. The customer and trouble ticket are then passed on to a technical support representative who then helps the customer troubleshoot the problem. Often, these kinds of problems can be resolved during the initial customer call, but unfortunately in this case the issue cannot be resolved because the television lacks the functionality to compress the audio range - a feature that helps bring the volume between the loudest sounds and whispered dialogue into a closer range. To compensate for this lack of functionality, the customer is offered and accepts a credit memo. The technical support person changes the status of the ticket. The composite application has been programmed to recognize that trouble tickets with this status should generate a dispute case. The composite application transfers all the information from the trouble ticket to the dispute case and invokes Check Trade Receivables Payables Dispute Case Creation, which validates that the necessary information has been entered. The composite then invokes the Create Trade Receivables Payables Dispute Case enterprise service to create the dispute case and send it to SAP ERP for further processing. Should the customer contact the call center a couple of weeks later to check on the status of the credit memo, the call center agent can look up the dispute case by invoking the Find Trade Receivables Payables Dispute Case Basic Data by Elements enterprise service. The agent selects the relevant dispute case from the search results, which invokes the Read Trade Receivables Payables Dispute Case enterprise service.

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The agent is then able to provide the customer with the status of the credit memo and any other relevant information. The following table summarizes these steps and the associated enterprise services: Step Enterprise Service Invoked

Step 1: The call center agent receives the complaint and creates a ticket.

(no enterprise service operation is invoked during this step)

Step 2: The ticket and call are forwarded to a technical support representative to troubleshoot the problem.

(no enterprise service operation is invoked during this step

Step 3: To resolve the issue, the representative requests a credit memo.

(no enterprise service operation is invoked during this step)

Step 4: The trouble ticket information is used to create a dispute case.

(no enterprise service operation is invoked during this step)

Step 5: The composite application verifies the information used to create the Check Trade Receivables Payables Dispute Case dispute case Creation

Step 6: The composite application then creates the dispute case and forwards it to SAP ERP.

Create Trade Receivables payables Dispute Case

Step 7: At a later time, the customer calls to check the status of the credit memo.

(no enterprise service operation is invoked during this step)

Step 8: The agent searches for the dispute case.

Find Trade Receivables Payables Dispute Case Basic Data by Elements

Step 9: The agent selects the correct dispute case from the search results.

Read Trade Receivables Payables Dispute Case

Step 10: The agent provides the customer with the requested information.

(no enterprise service operation is invoked during this step)

Use Case 4: Including Disputes on a Customer Fact Sheet

In order to be effective, customer fact sheets should provide a 360-degree view of a customer by including the status of the customer, open orders, and any types of complaints or disputes associated with the customer. To include customer disputes and related dispute cases in a customer fact sheet, the composite application creating the customer fact sheet calls the Find Trade Receivables Payables Dispute Case Basic Data by Elements enterprise service. This service searches for all dispute cases related to given customer (and perhaps which fall within a given timeframe). The composite application then invokes the Read Trade Receivables Payables Dispute Case enterprise service to read the details of a dispute case and display them on the customer fact sheet. Further, the services in this ES bundle could be integrated with services from the Customer Fact Sheet ES bundle or could support a customer fact sheet within another environment such as Microsoft Outlook. The following table summarizes these steps and associated enterprise services:

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Step

Enterprise Service Invoked

Step 1: The composite application creating the customer fact sheet searches for relevant dispute cases for a certain customer.

Find Trade Receivables Payables Dispute Case Basic Data by Elements

Step 2: The composite application displays the dispute cases and related details on the customer fact sheet.

Read Trade Receivables Payables Dispute Case

Use Case 5: Allowing Quality Managers to Create Dispute Cases

If a customer complains about the quality of a product - whether it is a single television as described in use case 3 or a retailer complaining about an entire shipment of televisions - it is important to track this information in the company's quality management system. This is important for a number of reasons, but primarily to help make corrections to the underlying quality issues. It is also important to track this information in Dispute Management in case the customer disputes the invoice for goods that fail to meet quality standards. The goal of this use case is to provide visibility between SAP Quality Management and SAP Dispute Management. In other words, a quality manager should be able to see if a customer has opened a dispute case. A Quality Issue Notification, a business object in the Integration of Quality Management Systems ES bundle, contains information related to the quality of a product. Quality Issue Notifications of certain types could be set up to create dispute cases automatically on behalf of the customer. In essence, for defective goods, the company says to its customers, we know this is defective; we won't charge you for it. If the Quality Issue Notification creation process has been set up in this way, behind the scenes, creating a Quality Issue Notification would trigger a string of service operations. First, the application would invoke Find Quality Issue Notification Product by Elements enterprise service operation. After finding the product details, the composite then looks for affected sales orders by invokingFind Sales Order Basic Data by Elements. The composite then invokes Read Sales Order Basic Data to obtain information relevant to creating the dispute case. It then creates a dispute case with a predefined description that indicates why it was created and which Quality Issue Notification triggered its creation. The following table summarizes these steps and the associated enterprise services: Step Enterprise Service Invoked

Step 1: A quality related complaint is received and a Quality Issue Notification is created in SAP Quality Management.

(no enterprise service operation is invoked during this step)

Step 2: The type of the Quality Issue Notification in question triggers creation of dispute cases for all involved customers.

(no enterprise service operation is invoked during this step)

Step 3: The composite application searches for affected products.

Find Quality Issue Notification Product by Elements

Step 4: The composite app searches for sales orders containing these products.

Find Sales Order Basic Data by Elements

Step 5: The composite app derives information from the sales orders to create the dispute cases.

Read Sales Order_V3

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Step 6: The composite app creates a dispute case.

Check Trade Receivables Payables Dispute Case Creation; Create Trade Receivables Payables Dispute Case

Use Case 6: Enabling Call Center Agents to Create Dispute Cases Informed by Quality Issue Notifications
Call center agents need access to quality information in order to have a fuller picture regarding a dispute. Realizing that the product the customer has called to complain about already has received a Quality Issue Notification may help the agent to ameliorate the customer's concerns. A composite aimed at call center agents could combine information from SAP Dispute Management with information from SAP Quality Management. It could further draw information from SAP CRM andSAP ERP. The agent searches for a customer, which invokes Find Customer Address Basic Data by Name and Address. The rep then selects the customer from the list of results, which invokes Read Customer. Using the customer ID, the composite searches for order history by invoking Find Sales Order Basic Data by Elements and then searches for any relevant dispute cases by invokingFind Trade Receivables Payables Dispute Case Basic Data by Elements. To provide further details, the composite then uses the Material IDs from recent sales orders to invoke Find Quality Issue Notification by Elements, searching for quality issues related to products ordered in the last six months. Before even beginning to speak with the customer, the call center agent has an accurate picture of any quality issues related to the products the customer has ordered. If required, the agent can then create a dispute case on the customer's behalf by entering necessary details, which invokes Check Trade Receivables Payables Dispute Case Creation. If all the details were entered properly, the composite invokes Create Trade Receivables Payables Dispute Case. The following table summarizes these steps and the associated enterprise services: Step Enterprise Service Invoked

Step 1: A call center agent receives a call from the customer and opens a composite application.

(no enterprise service operation is invoked during this step)

Step 2: The agent searches for the customer's information.

Find Customer Address Basic Data by Name and Address

Step 3: The agent selects the customer from the search results.

Read Customer

Step 4: The composite application uses the customer ID number to search for sales orders

Find Sales Order Basic Data by Elements

Step 5: The composite application searches for any dispute cases related to this customer.

Find Trade Receivables Payables Dispute Case Basic Data by Elements

Step 6: The composite application searches for quality issue notifications related to products this customer has purchased.

Find Quality Issue Notification by Elements

Step 7: The composite application displays all the information found, giving the agent a more complete picture of this customer before proceeding.

(no enterprise service operation is invoked during this step)

Step 8: If needed, the call center agent enters data needed to create a dispute case.

Check Trade Receivables Payables Dispute

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Case Creation

Step 9: If correct, the composite application creates a dispute case and sends it to SAP ERP.

Create Trade Receivables Payables Dispute Case

Use Case 7: Handling Dispute Cases through a Customer-Facing Portal

Companies see the wisdom of allowing customers to submit more and more information online themselves rather than having them telephone a call center agent. This approach can save time and money. The company in this use case already has a customer-facing portal and decides to incorporate dispute case functionality. When a customer pays their bill on the site (which might use, for example, the services from the Electronic Bill Presentment and Payment ES bundle), if they pay less than the invoice amount, they are presented with a pull-down menu where they specify a reason for this low payment. If the reason relates to product quality, for example, they are then given an option to create a dispute case. The customer enters all details into the web form and selects an option to save it. This invokes the Check Trade Receivables Dispute Case Creation enterprise service operation. If any details are missing, the customer fills them in. If all details are provided, the web application invokes Create Trade Receivables Payables Dispute Case. Creating this dispute case returns an identifier for the dispute case. The customer can then come back later to check on the status of the dispute case, which invokes the Create Trade Receivables Payables Dispute Case enterprise service operation. The following table summarizes these steps and the associated enterprise services: Step Enterprise Service Invoked

Step 1: A customer logs into the company's web portal and pays her bill.

(no enterprise service operation from this ES bundle is invoked during this step)

Step 2: The customer pays less than the invoice amount.

(no enterprise service operation is invoked during this step)

Step 3: The web application asks the customer to select a reason for the underpayment.

(no enterprise service operation is invoked during this step)

Step 4: If the customer enters a reason code that should trigger a dispute case, the (no enterprise service operation is invoked web application presents the customer with an appropriate option. during this step)

Step 5: The customer selects the option to create a dispute case and then saves the information.

Check Trade Receivables Payables Dispute Case Creation

Step 6: If all details are correct, the dispute case is created.

Create Trade Receivables Payables Dispute Case

Step 7: The web application displays the identifier for this use case, as well as other details.

Read Trade Receivables Payables Dispute Case

Step 8: Later the customer comes back to review the status of the case. The

(no enterprise service operation is invoked

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composite lists outstanding invoices as well as open dispute cases.

during this step)

Step 9: The customer selects the dispute case to review.

Read Trade Receivables Payables Dispute Case

System Requirements

SAP ERP 6.0 SAP enhancement package 4 for SAP ERP 6.0

Related ES Bundles
Customer Fact Sheet Integration of Quality Management Systems

Links
SDN and SAP Links
SOA Homepage on SDN Dispute Management page on the ERP Financials Wiki Dispute Management page on the Shared Services wiki (nice diagrams of how dispute management fits into the overall receivables process both on that page and on its parent page, Monitoring & Collection of Receivables)

Source: http://wiki.sdn.sap.com/wiki/display/ESpackages/Dispute+Management
Workflow is a key part of controlling the dispute management process. Disputes will be created and then passed out to different business users for approval or more information. The key to this process is ensuring that workflow is used at the correct time in the process

When to workflow with SAP FSCM

Having worked on a few implementations of SAP FSCM Dispute Management it is clear that there is no simple standard solution when deciding what decisions in the dispute cycle should use workflow. The benefits of workflow are clear "you are pro-active rather than re-active to a dispute. However as the saying goes you can take a horse to water, but you cant make it drink; you can send e -mails to processors or approvers but you cannot make them open the dispute and action it. Further to this, the reporting within ECC is non existent, so if you want to report on disputes, you will need to activate some BI reports.

Workflow or BI reports?
Now BI reports can be sent to business users to notify them of disputes they need view and action, and in a way this is doing the same type of job as the workflow notifying the business user they need to action the dispute. With a typical SAP FSCM implementation, the reporting requirements will come right at the end of the project, they maybe defined in the scoping and Blueprint, but the true look at feel to them will only come late in realisation. Where clients want formal control around their processes workflow is usually recommended as an option, and with mature SAP ERP clients, they will have some experience of this is other business processes. Within scoping and blueprinting, the formal dispute cycle is debated and agreed, and the process will normally include workflow where formal controls are required within the process. Sometimes the business decisions that are made early on within the implementation will be done without the knowledge of what could be achieved via BI reporting and so workflows get designed and agreed to mitigate the risk of lack of control around the approval and sign off processes of a dispute.

Dispute phases within the cycle

The dispute cycle, can be made very complicated, with many new system statuses added, new fields included to record information that is deemed critical. However all dispute cycles can be broken down into a number of basic phases. 1. 2. Creation and logging Approval or rejection of dispute

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3. 4.

Resolution of dispute - credit note creation Closure of dispute

When should workflow be used?

Workflow is not normally used to create and log a dispute. There are a number of different ways to create disputes within SAP FSCM, some are automated from receipt of payment, and others could be as a result of customer contact made within SAP Collections Management. The key area for workflow is the approval phase. A normal process would have a dispute being sent to an approver. This could be derived from the customer number or the reason code or manually entered. The approvers task is to review the det ails in the dispute and approve or reject. If they have sufficient authority the resolution phase could start, or if they dont a new approver maybe required to authorise a high value credit note. The resolution phase, is normally either raising a credit note and attaching that to the dispute, or contacting the customer to inform them that the dispute has been resolved and no credit is due, (this could be the case where a Purchase Order Number is missing on a customer invoice). The business users required in the resolution phase will normally be frequent users such as credit collections clerks. Finally the closure of the dispute, is normally an automated process when the dispute has a value of zero, this normally occurs when a credit is raised and assigned to the dispute, or the customer pays in full the invoice that was in dispute.

Summary
The key area to focus on utilising workflow is the approval phase of the dispute. By creating good reporting and sensible dispute statuses the other phases should be achievable by either automated processes or frequent business users reviewing reports to identify the disputes that need further processing. Further to this, some clients like to provide the frequent dispute users a worklist similar to the Collections Worklist, to identify the disputes that they need to process

In-House Cash - Splitting Functionality

Purpose
The purpose of this page is to clarify the use of the splitting functionality in the In-House Cash functionality.

Overview
The splitting functionality in the In-House Cash is to be used in case youd wish to pay the invoices using the individual payment functionality in F110 and would also like to continue with individual payment when creating the payment requests, therefore creating one payment request per payment process.

Splitting
When you set this indicator, in the case of an external payment, a separate payment request is sent to the paying FI system for each invoice. This means that you can forward invoice information, for example, invoice number and item text, to the payee. This setting should be used, for example, in case you'd wish to have one payment request per ICH payment created. This would allow more information on the detail of each invoice. With this functionality, youd be able to populate PAYRQ -XBLNR (Reference Document Number field) without the use of user-exit 002.

How to set the splitting functionality ON through SPRO:

Finance Supply Chain Management -> In-House Cash -> Account Management -> Payment Processes in In-House Cash -> Outgoing Payment Orders -> Set Up Creation of Payment Requests for Inbound IDoc in FI

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When you access the setup, select the appropriate Clearing Partner and go to Processing Parameters.

Example of Use Scenario:

1) Run F110; 2) Run IHC0 to post the IHC payment order and trigger creation of payment request; 3) View Payment request via F8BT; 4) View table PAYRQ - reference field (XBLNR); 5) Run F111 to create outbound IDOC to send to bank.

Expected result
In the scenario above, the reference field XBLNR will only come from the invoice paid in F110 if the splitting functionality has been used. If it hasn't been used, youll not be able to view the reference document number in F8BT or in the payment request table PAYRQ.

Settings for Amount Limit Check in IHC

Purpose
The purpose of this page is to explain the settings needed to activate the amount limit check in IHC.

Overview
This page will guide users on which settings should be made to activate the limit check for ICH payment orders.

Step 1: User Authorization

For IHC_ACTION, FORCE and SUPER activities should not be active. This is the authorization role for the user for whom you have to perform the amount limit check.

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Step 2: Transaction Type

The transaction type for the creation of the payment items should have the 'limit check' flag active.

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Step 3: Amount-Dependent Authorizations

The Amount-Dependent Authorization for payment items and payment orders should be set, which is under IHC customizing.

Step 4: BTE 10024

BTE 10024 should be activated.

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Related Notes
SAP Note 1493695 - Restrict the transaction amount beyond the allowed limit SAP Note 1303418 - BTE 10024 does not work for direct debits SAP Note 1163193 - List of all BADI/BTE/Exits used in IHC SAP Note 843452 - RUERP2004: Workflow and limit-functionality SAP Note 791282 - IHC: Workflow for IHC payment orders

Note: SAP Notes are available only at SAP Service Market which requires Official User ID.

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