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Table of Contents
Copyright .............................................................................................................................. 2
Icons in Body Text ................................................................................................. 4
Typographic Conventions ...................................................................................... 4
Table of Contents .................................................................................................................. 5
1 Introduction .................................................................................................................... 8
2 Different Processes Different Business Roles ............................................................ 10
2.1 Business Roles for the Utilities Industry ................................................................ 10
3 Selling Products and Product Packages in the Utilities Industry .................................... 12
3.1 Quotation and Contract Management in the SAP CRM Interaction Center WebClient
12
3.1.1 Prerequisites ............................................................................................ 12
3.1.2 Process Selling Utility Products and Product Packages in the SAP CRM IC
WebClient ............................................................................................... 13
3.1.2.1 Identify Business Partner.......................................................... 13
3.1.2.2 Identify Technical Data ............................................................. 14
3.1.2.3 Identify Business Agreement .................................................... 14
3.1.2.4 Product Proposal...................................................................... 14
3.1.2.5 Quotation ................................................................................. 14
3.1.2.6 Change Processes for Quotations ............................................ 19
3.1.2.7 Contract ................................................................................... 19
3.1.2.8 Contract Change Processes ..................................................... 21
3.1.2.9 Move-In/Out Processes ............................................................ 23
3.1.2.10 Special Case: Mass Product Change ....................................... 25
3.2 Selling Utilities Products Using Parked Documents in the SAP CRM Interaction
Center WebClient................................................................................................. 26
3.2.1 Prerequisites ............................................................................................ 26
3.2.2 Process Selling Utility Products Using Parked Documents in the SAP CRM
IC WebClient........................................................................................... 26
3.2.2.1 Identify Business Partner.......................................................... 27
3.2.2.2 Identify Technical Data ............................................................. 27
3.2.2.3 Identify Business Agreement .................................................... 27
3.2.2.4 Parked Document .................................................................... 27
4 Required Settings and Technical Information ............................................................... 31
4.1 Using Quotation Management in SAP CRM IC WebClient .................................... 31
4.1.1 Navigation Menu Entry ............................................................................. 31
4.1.2 Transaction Customizing .......................................................................... 31
4.1.3 Item Customizing ..................................................................................... 31
4.2 Using Quotation Management in SAP CRM WebClient ........................................ 32
4.2.1 Navigation Menu Entry ............................................................................. 32
4.2.2 Transaction Customizing .......................................................................... 33
4.2.3 Item Customizing ..................................................................................... 33
4.3 Using Contract Management in SAP CRM IC WebClient ...................................... 34
4.3.1 Transaction Customizing .......................................................................... 35
4.3.2 Item Customizing ..................................................................................... 35
4.4 Using Contract Management in SAP CRM WebClient .......................................... 36
4.4.1 Transaction Customizing .......................................................................... 36
4.4.2 Item Customizing ..................................................................................... 36
1 Introduction
This documentation is only valid for enhancement packages 1 and 2 for SAP CRM 7.0.
As of enhancement package 2 for SAP CRM 7.0, the Enhanced Product Proposal
function is available. For more information, see http://help.sap.com/utilities-crm SAP
Utilities as Part of CRM 7.0 EHP3 Application Help (SAP Library) SAP CRM for
Industries Utilities Functions for the Utilities Industry Functions for the Interaction
Center Utility Quotations and Utility Contracts Product Proposal in the Interaction
Center Enhanced Product Proposal.
For information about the standard product proposal as of enhancement package 1 for
SAP CRM 7.0, see http://help.sap.com/utilities-crm SAP Utilities as Part of CRM 7.0
EHP3 Application Help (SAP Library) SAP CRM for Industries Utilities
Functions for the Utilities Industry Functions for the Interaction Center Utility
Quotations and Utility Contracts Product Proposal in the Interaction Center
Standard Product Proposal and in the Cookbook for IS-U/CRM Contract Integration under
http://service.sap.com/utilities SAP for Utilities Product Information -> SAP CRM for
Utilities -> Cookbooks&Guidelines.
With enhancement package 3 for SAP CRM 7.0, the Product Proposal function
has been replaced by the Product Finder and Configurator tool, and is no longer
supported.
For information about selling packages and products for enhancement package 3 for SAP
CRM 7.0, see the documentation for the Product Finder and Configurator under
http://help.sap.com/utilities-crm SAP Utilities as Part of CRM 7.0 EHP3 Application
Help (SAP Library) SAP CRM for Industries Utilities Functions for the Utilities
Industry Functions for the Interaction Center Utility Quotations and Utility Contracts
Product Finder and Configurator.
Both energy retailers and integrated utilities companies sell energy, such as electricity or gas,
to both residential customers and commercial and industrial customers. In deregulated
markets however, energy retailers face the challenge that whilst there are significant numbers
of customers, there is also significant competition. This is compounded by the fact that you
cannot differentiate energy as a product. Electricity is always just electricity, regardless of who
is selling it.
These factors mean that energy retailers are constantly looking to distinguish themselves
from the competition by reducing their prices, which results in the profit margins for energy
products being significantly reduced. This makes it increasingly difficult to retain customers
whilst running a profitable business.
The challenge lies in being able to provide a timely response to the actions of competitors,
provide new products and product packages, whilst combining the supply of energy with other
service and sales products. Service and sales products are a good opportunity for retailers to
attract the attention of residential customers. Product packages in particular are a key means
of distinguishing them from the competition.
Many energy retailers recognize the need to offer product packages. Product packages can
be made up of energy products (core competency of energy retailers), services (such as
energy consulting or maintenance), and sales products (such as coffee machines, air
conditioning units, or refrigerators).
This means it is possible to combine the customers objective of achieving the best price with
the energy retailers objective of winning and retaining customers whilst maximizing margins,
therefore achieving a win/win situation for both parties:
The customer can take advantage of the reduced prices offered by product package
discounts, and the energy retailer is able to sell more than one product and better retain
customers as a result of these increased contracts.
As of SAP CRM 7.0 enhancement package 1, energy suppliers can use standard SAP
functions to define and sell product packages for the utilities industry. It was already possible
to sell individual utility products in earlier releases of SAP CRM.
The sale of products and product packages in the utilities industry is supported by SAP CRM
functions in the business roles Utilities IC Agent (UTIL_IC), Utilities IC Agent (Regulated)
(UTIL_IC_REG), Utilities IC Agent (Lean) (UTIL_IC_LEAN) or Utilities Sales for KAM
(UTIL_SALES). For a detailed differentiation of the business roles, see the section Different
Processes Different Business Roles.
This document uses the terms SAP CRM WebClient and SAP CRM Interaction Center
WebClient (SAP CRM IC WebClient). Both terms refer to the SAP CRM application interface.
The SAP CRM IC WebClient is a specific variant of this application interface, which is
designed to be used for Interaction Center applications (call center).
Required Settings and Technical Information
Section 2 Different Processes Different Business Roles provides an overview of the
relevant business roles, section 3 Selling Products and Product Packages in the Utilities
Industry provides a detailed documentation for the application, and section 4 Required
Settings and Technical Information should be used as a detailed guide for implementation
projects.
Selling
Custome Suitable for
Applicati Product
Business Role r Definition Deregulated
on Packages is
Segment Divisions?
Possible?
SAP CRM Utilities Sales for Commerci Quotation and No Yes
WebClient KAM al and Contract
(UTIL_SALES) industrial Management
customers in the Web
Client
SAP Utility Customer E-Services (SAP UCES) are a special case, since they are only
available in SAP ERP and have specific technological requirements. You cannot sell product
packages using SAP UCES.
3.1.1 Prerequisites
1. You have configured the object types required for Quotation and Contract
Management (for example business partner, business agreement, connection object,
premise, point of delivery) in SAP CRM and SAP ERP accordingly. For more
information, see the following documentation:
Documentation IS-U-Specific Set-up and Load Guide for Business Partner on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Product Information SAP CRM for Utilities Cookbooks & Guidelines
Documentation IS-U-Specific Set-up and Load Guide for Business
Agreement/Contract Account on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP
CRM for Utilities Cookbooks & Guidelines
Documentation Replication of Technical Objects on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP
CRM for Utilities Cookbooks & Guidelines
2. Your organization has decided whether you want to use the optional processes
Product Proposal and Quotation.
3. You have defined all of the products that you want to use in the sales process in the
system. For more information about defining products and product packages in the
utilities industry, see the documentation Defining Products and Product Packages in
the Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities
SAP for Utilities Product Information SAP CRM for Utilities Cookbooks &
Guidelines
4. You have made the settings required for the connection between the CRM and ERP
System so that you can access objects that are found in SAP ERP (such as meter
information, market communication data), during the sales process. For more detailed
information, see the documentation IS-U/CRM Contract Integration on SAP Service
Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Information SAP CRM for Utilities Cookbooks & Guidelines
5. You have made the settings required for contract replication so that contracts that are
created in SAP CRM can be replicated to SAP ERP. You have for example activated
utility contract replication between SAP CRM and SAP ERP in the Customizing
settings for SAP ERP. For more detailed information, see the documentation IS-
U/CRM Contract Integration on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM
for Utilities Cookbooks & Guidelines
6. You have made settings that allow business agreements to be created from the sales
process.
7. To use the business partner risk class during the sales process, you have made the
settings required to do. For more information, see the Configuration Guide for SAP
Credit Management. This guide is available to you in SAP Solution Manager for the
scenario Selling Energy Supply Products (IC) in the process Displaying Credit Risk
Ratings.
The sequence of the initial three identification steps is flexible, but identifying all three
objects is a prerequisite for successfully creating a contract. Additional optional process
steps also exist for which specific conditions apply:
5. Product Proposal
The product proposal does not require any identification steps, meaning that it can be
executed completely anonymously. However, if you have previously identified a
business partner, you can use the relevant data as an input parameter for the product
proposal.
6. Quotation
You must identify a business partner for a quotation. However, you do not need to
identify a business agreement and technical data. You can create the quotation with
or without a preceding product proposal.
3.1.2.1 Identify Business Partner
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start business partner identification by choosing Identification in
the menu.
If you start one of these business roles, the system starts the identification process
automatically.
For more information about using the identification function, see the application help on SAP
Help Portal under http://help.sap.com/crm SAP EHP2 for SAP CRM 7.0 Application
Help German SAP CRM for Industries Utilities Industry Functions for the Utilities
Industry Functions for the Interaction Center (Utilities Industry) Account Account-
Identification (CRM/IS-U Criteria).
3.1.2.2 Identify Technical Data
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start the identification of the technical data by choosing
Identification in the menu.
If you start one of these business roles, the system starts the identification process
automatically.
For more information about using the identification function, see the application help on SAP
Help Portal under http://help.sap.com/crm SAP EHP2 for SAP CRM 7.0 Application
Help German SAP CRM for Industries Utilities Industry Functions for the Utilities
Industry Functions for the Interaction Center (Utilities Industry) Account Account-
Identification (CRM/IS-U Criteria).
3.1.2.3 Identify Business Agreement
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start the identification of the business agreement by choosing
Identification in the menu. If you start one of these business roles, the system starts the
identification process automatically.
For more information about using the identification function, see the application help on SAP
Help Portal under http://help.sap.com/crm SAP EHP2 for SAP CRM 7.0 Application
Help German SAP CRM for Industries Utilities Industry Functions for the Utilities
Industry Functions for the Interaction Center (Utilities Industry) Account Account-
Identification (CRM/IS-U Criteria).
You do not have to select a business agreement using the identification function. You can
also do this from the quotation or the contract. For more information, see the sections 3.1.2.5
Quotation and 3.1.2.7 Contract.
3.1.2.4 Product Proposal
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start the product proposal by choosing the corresponding menu
entry.
To use the product proposal effectively, you should assign specific attributes to your products
and product packages. For more detailed information, see the documentation Defining
Products and Product Packages in the Utilities Industry on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM for
Utilities Cookbooks & Guidelines
For more information about using the product proposal, see the application help on SAP Help
Portal under http://help.sap.com/crm SAP EHP2 for SAP CRM 7.0 Application Help
German SAP CRM for Industries Utilities Industry Functions for the Utilities Industry
Functions for the Interaction Center (Utilities Industry) Account http://help.sap.com/crm
Account-Identification (CRM/IS-U Criteria).
For more technical information about the Product Proposal process, see section 0 The
following section provides a short description of the configuration options available for
processes supplied in the standard SAP System.
.
3.1.2.5 Quotation
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start quotation management by choosing the corresponding
menu entry.
The system displays an overview of all quotations that have been assigned to the business
partner identified and/or the premise identified. You can display all quotations for the business
partner identified for all premises by deselecting the indicator For Premise.
Choose Create to create a new quotation. By doing so, you automatically start the Create
Quotation process, which is supplied as a standard SAP process in the process framework.
For more information about the Create Quotation process, see the section Customizing
documentation in SAP ERP under SAP Utilities Customer Service CRM Integration
Product Proposal.
.
The Create Quotation process involves three steps (process steps are explained in the
roadmap tag that is found in the top half of the view).
1) Quotation data
This data defines the quotation object, such as the quoted products, contract period. If
necessary, it can also define the meter and market communication data for the individual
quotation items.
When you start the Create Quotation process, the system automatically converts all
points of delivery that are assigned to the premise identified to quotation items. This
means that the system suggests a large number of different items according to the
premise. If you have not identified a premise, the system automatically proposes a blank
quotation item to which you can assign a point of delivery.
Quotation management for the utilities industry in the SAP CRM IC WebClient allows
items with both energy and non-energy items. However, each quotation must contain at
least one energy quotation item.
a) If you want to offer a product package, use the possible entries for the Package field
to select a corresponding product package. You can use various search criteria, such
as the division for the utility products found in the product package.
You define the search criteria when you define the product package. For more
information, see the documentation Defining Products and Product Packages in the
Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities
SAP for Utilities Product Information SAP CRM for Utilities Cookbooks &
Guidelines
When you start the search help, the system automatically offers you the points of
delivery that were previously found in the quotation as the search parameter
Integrated Division. Product packages must contain products from the divisions listed
here as a minimum. However, they can of course also contain additional products
(with additional divisions).
The results list for the search help displays an overview of all product packages. In
the standard SAP System, you can expand a specific product package to display the
package components that are not rule dependent before you select a package. Select
a product package from the results list and return to the main application.
You can also select a product package without using the possible entries. To do so,
you must enter the ID in the Package field and confirm your entry.
b) The system transfers the package to the quotation document as an item and then
enters an initial value in the Package field. The system also starts the process
Generate Package Document Quotation and the product package is triggered
immediately, meaning that all relevant package components also appear as quotation
items. In the case of items with utility products, the system attempts to make an
assignment to the points of delivery for the premise identified. You can change this
automatic assignment.
i) You can now activate or deactivate optional package components. If the indicator
in the Select column is available, this involves an optional package component.
ii) You can include additional product packages in the quotation document by
entering a product package in the Package field above the quotation items.
iii) You can remove a product package with all of the package components from the
quotation document by selecting the package item and clicking Remove Item.
iv) You can select points of delivery for the relevant quotation items. You can also
create new technical data here (connection object, premise, point of delivery). To
do so, use the link in the field Point of Delivery for the quotation item.
For more information about the Generate Package Document Quotation process, see
section 4.6.7.7 Generate Package Document Quotation (SAP CRM IC WebClient).
c) If you want to include an individual utility product in the quotation, you can enter the
ID of the product in the Product field. If no editable item is available, you can use the
Add Item button to add a new item. You can also use the possible entries for the field
to enter the product. The system automatically transfers data from the item to the
search criteria for the possible entries, such as the division if it is available for the
assigned point of delivery. Select a product that is to be transferred to the quotation
item from the search results list.
i) If your quotation item contains a utility product, assigning a point of delivery is a
mandatory step. If no point of delivery has been assigned, you can assign one to
the quotation item using the link in the Point of Delivery field.
ii) You can deactivate your quotation item without deleting it. To do so, use the
indicator in the Select field. This may be necessary during negotiations with the
customer. The system only retains active quotation items during final saving in
the document.
iii) You can include additional products in the quotation document by adding new
items using the Add Item button.
iv) You can delete a quotation item from the document by selecting the item and
clicking Remove Item.
In the case of products and product packages in the utilities industry, the system saves
the respective valid product attribute versions in the corresponding quotation (or contract)
items. Product attribute versions are defined during product modeling and ensure that
products that have already been sold can no longer be changed. During a sale, the
system determines the valid product attribute version using the respective version status
and the corresponding system date (sales time). For more information about product
attribute versions, see the documentation Defining Products and Product Packages in
the Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities
SAP for Utilities Product Information SAP CRM for Utilities Cookbooks &
Guidelines
d) You can enter a contract start date above the table for all quotation items and in
doing so copy this into all relevant quotation items.
e) You can now perform various actions for the individual quotation items according to
the system configuration and product entered.
i) Dates: You can change the contract start date for each item. You can make this
change directly in the table of quotation items.
ii) Configuration: If the product you have selected contains configurable attributes,
you can evaluate these here. To do so, choose the status light in the
Configuration Details field for the quotation item. All relevant configurable
attributes are displayed and can be evaluated. The system checks that all
mandatory attributes have been evaluated and that any rules defined for the
attributes have been observed.
iii) Market communication data: You can enter market communication data in the
quotation for deregulated divisions in deregulated markets. However, this is not a
required entry. You can also make these entries later for the contract. Select the
relevant item and click the Market Communication button to enter or check data,
such as that for the former energy retailer or grid operator.
It is only necessary to enter market communication data for utility contract items if
you are using the Utilities Industry: IC Agent (UTIL_IC) role and not the Utilities
Industry: IC Agent (Regulated) (UTIL_IC_REG) role.
iv) Meter data: You can display existing meter reading results for points of delivery to
which a device or a device info record has already been assigned in SAP ERP.
You can also enter new meter reading results provided by the customer here.
You can only currently enter meter reading results with meter reading reason 09
(interim meter reading) in the SAP CRM IC WebClient. Additional meter reading
reasons are not currently supported in SAP CRM.
2) Account and payment data
This data provides an overview of current data for the business partner, and can also be
used to enter new data or modify existing data. It is not usually necessary to enter data
here, since the system automatically collects a large amount of information in the
background and assigns this to the document. The status light in the road map shows you
whether any mandatory entries are missing.
a) In the Account Data area, the system displays address and additional contact data for
the business partner identified, who is also the contract partner. You can display and
hide the address details, enter new address data and can also enter a completely
new address. If you specify a new address, the system automatically uses this as the
standard address for the business partner from this point on. Use the More Fields link
to access the detailed view of the business partner data where you can display and
edit additional fields as required.
b) You can use the Shipping Address to display shipping information for this transaction.
This information is useful if the sales process involves both utility products and also
service and sales products. In this situation, it is important to define the delivery
address or the location of the service. You can override the standard address for the
business partner identified here, which is automatically selected as a delivery address,
without having to change this standard address. You can also create a new delivery
address.
You can also specify different delivery addresses for several delivery items from the
user interface here. The system offers you items from the transaction for selection
here.
c) In the Payment Data for New Items area, the system displays the payment data that
is valid for this sales process. During this process, the system automatically links
various data that was stored for the business partner or business agreement
identified with the document. You can display or modify data as follows here:
i) If no business agreement was identified, this field is left blank. You can use the
possible entries for the Business Agreement field to select an existing business
agreement and assign this to the document.
ii) You can create a new business agreement using the Create Business Agreement
button. In this situation, the system creates a new business agreement in the
background and assigns this to the document. You can identify this by the
modified or new business agreement number. If you create a new business
agreement using this function, the system observes the Customizing settings that
define all of the parameters required for creation, such as the business
agreement class, correspondence variant, shipping control for the contract
partner and the alternative bill-to party or dunning recipient.
iii) If you have assigned a business agreement to the document, you can use the link
to the business agreement number to access the business agreement details,
where you can display or change this information.
iv) In the Payments/Refunds via field, the system displays the payment type that is
to be used for incoming payments. Since it is usually the case that this payment
type matches that for outgoing payments, the standard SAP System contains a
generic field label here. This is particularly useful if you used the Create Business
Agreement button to create a new business agreement. In this situation, the
system enters the same payment type for both payment methods in the new
business agreement.
v) You can use the New Bank Details button to create new bank details for the
business partner identified without interrupting the Create Quotation process. If
you create new bank details here, the system saves these directly for the
business partner and also links these in the business agreement as the incoming
and outgoing payment method, which was selected in the Payment Data for New
Items area. It also now displays these new bank details in the Payments/Refunds
via field.
vi) You can use the New Card button to create a new credit card for the business
partner identified without interrupting the Create Quotation process. When you
enter the credit card details, the system checks your entries against the card
verification value. This value should prevent fraudulent or stolen credit card
details being used, since it ensures that a credit card is actually physically
available. If you enter a credit card here, the system saves this directly for the
business partner and also links it in the business agreement as the incoming and
outgoing payment method, which was selected in the Payment Data for New
Items area. It also now displays this new credit card in the Payments/Refunds via
field.
vii) In the Budget Billing Amount field, the system displays the amount that was
agreed with the customer for regular budget billing amounts. If no budget billing
amount has been agreed, the system displays the word "None" instead of an
amount. You can select the amount to enter budget billing plan data for the
selected business agreement. In this context, you can also enter a budget billing
amount, a cycle and a change reason for each utility product that was entered in
the first process step. If you enter one or more budget billing amounts here, the
systems totals these and displays them in the Budget Billing Amount field.
viii) In the Security Deposit Amount field, the system displays the amount that was
agreed with the customer for a one-off security deposit. If no security deposit
amount has been agreed, the system displays the word "None" instead of an
amount. You can click the amount to enter security deposit data for the selected
business agreement. In this context, you can also enter a security deposit amount,
a reason for request or an authority for exemption for each utility product that was
entered in the first process step. If you enter one or more amounts here, the
systems totals these and displays them in the Security Deposit Amount field.
ix) In the standard scenario, the payment data applies to all items in the quotation
document. In exceptional situations, you can use the Separate Treatment of
Items button to enter various payment data for the individual items This button is
activated if the document contains more than one item (first process step). Once
you have clicked a button, the system displays a table view of all document items
with the corresponding data. You can now change this data. You do so using the
procedure described above.
You can also switch back to the setting where the same payment data applies to
all items. Select an item from the table here and click Identical Handling of Items.
This transfers data for the selected item to all additional items.
3) Summary
The summary page combines all relevant data entered in the sales process and means
that a call center agent can check this data. From here, you can access earlier process
steps to make changes and save the transaction or process (Submit button) or cancel this
(Cancel button).
a) Assignment block New Quotations: The system lists all items in the sales transaction
here with some details here.
b) Assignment block Address - The system displays data that is relevant for invoicing
the products and services listed above here
c) Assignment block Shipping Address for Services and Materials: The system displays
data that is relevant for delivery or the location where the products and services listed
above are performed.
d) Assignment block Payment Information: The system displays data that is relevant for
payments in conjunction with the products and services listed above.
By choosing Submit or Cancel you complete the Create Quotation process. If you choose
Copy, the system saves the quotation data.
3.1.2.6 Change Processes for Quotations
You can usually change each new quotation. To do so, select a quotation from the list and
choose Change. This starts the Change Quotation process and you can now run the three
process steps described above again to make changes (see also section 4.6.7.3 Change
Quotation (SAP CRM IC WebClient)
You can for example overwrite the products offered, add new items or remove existing items.
You can copy an existing quotation to create a new one with the same or similar data.
Release the quotation to complete your work on it. This starts the Release Quotation process
(see also section see also section 4.6.7.4 Release Quotation (SAP CRM IC WebClient).
You cannot change a quotation once you have released it. It can now be sent to the
customer. The quotation can be sent using the Post-Processing Framework (PPF) as a letter,
e-mail or fax. The Release button is also available for quotation documents that contain
product packages. This starts the Release Quotation process (see also section see also
section 4.6.7.4 Release Quotation (SAP CRM IC WebClient) 0
If the customer agrees to the quotation terms, you can accept the quotation in the system. To
do so, use the Accept button once you have selected the quotation in the list. This starts the
Accept Quotation and Change Contract processes to create one or more contracts using data
that is copied from the quotation (see also the sections 4.6.7.5 Accept Quotation If product
packages exist in the quotation to be released, the system registers all package items for the
subsequent process for the category IUPR.
and 4.6.7.17 Change Contract If product packages exist in the quotation to be released, the
system registers all package items for the subsequent process for the category IUPR.
.
The Accept button is also available for quotation documents that contain product packages.
0This starts the Accept Quotation Package process (see also section 4.6.7.9 Accept
Quotation Package The process sets the status Released (I1004) at document header level.
It also sets the status Released (I1004) for every item that is not a utility contract item. Utility
contract items are not released using the process QUOT_RELEAS_PACK. The process
QUOTATION_RELEAS is used here.
).
When the quotation is accepted, the system transfers the product attribute versions saved
in the quotation items to the corresponding items in the contract.
If the customer rejects the quotation, you can start the Reject Quotation process and specify a
rejection reason (see also section 4.6.7.6 Reject Quotation (SAP CRM IC WebClient
The Reject button is also available for quotation documents that contain product packages.
0This starts the Reject Quotation Package process (see also section 4.6.7.10 Reject
Quotation Package (SAP CRM IC WebClient)).
If the customer wants to make changes to a quotation that has been released, you can copy
the original quotation into a new quotation. Once you have done so, you can make changes
to the quotation and then release and send it.
You can also create a quotation from an existing contract. In such cases, the system copies
the contract data into a new quotation.
3.1.2.7 Contract
The procedure for creating a contract is similar to that for creating a quotation (see section
3.1.2.5 Quotation), since both applications (Quotation and Contract Management) have a very
similar structure.
The following section explains the differences between the contract and the quotation.
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start contract management by choosing the corresponding menu
entry.
The system displays an overview of all contracts that have been assigned to the business
partner identified and the premise identified. You can display all contracts for the business
partner identified for all premises by deselecting the indicator For Premise.
Click New Contracts to create a new contract. As an alternative to using this button, you can
also choose the New Contracts entry directly under Contract Management in the main menu.
By doing so, you automatically start the Start Contract process, which is supplied as a
standard SAP process using the process framework (see also section 4.6.7.11 Start Contract
SAP CRM IC WebClient)).
The Start Contract process consists of three process steps:
1) Contract data
Contract data is similar to the quotation data (see section 3.1.2.5 Quotation).
a) Market communication data: Market communication data is mandatory here for
deregulated divisions in deregulated markets.
b) In Contract Management, you can transfer contract data from existing contracts for
the same business partner into the new contract. In the Create Contracts From field,
select the premise for which a contract already exists with data to be copied into the
new contract and then click Start.
2) Account and payment data
Account and payment data in Contract Management is similar to this data in Quotation
Management (see section 3.1.2.5 Quotation). Whilst entering a business agreement is
optional for the quotation, this is a required entry here.
3) Summary
The summary page in Contract Management is similar to this page in Quotation
Management (see section see section 3.1.2.5 Quotation).
a) In Contract Management, you have the option of saving a contract with the status
Incomplete, so that you can resume processing at a subsequent stage. This is
advisable if additional information is to be entered in the contract but the customer is
unable to provide this until a subsequent point in time. In this case, click Save as
Incomplete. You can save sales transactions with individual utility products and those
with product packages as incomplete.
b) If a contract contains errors, you also have the option of saving it with the status
Contains Errors, so that you can correct it at a subsequent stage. This means that
you do not lose data you have already entered.
By choosing Submit or Cancel you complete the Start Contract process. If you choose Submit,
the system saves the contract data.
If a point of delivery that is to be used in a new contract already has an active contract,
and the validity period of this active contract overlaps with the validity period of the
contract to be created, there are two possible system responses:
If the business partner and business agreement in the existing contract are identical
to those in the new contract, the system performs an automatic product change for
the existing contract in the background (process Automatic Product Change, see also
section 4.6.7.23 Automatic Product Change The generic process view
PROD_CHANGE is assigned to the Follow-Up Product Change process.
).
If this is not the case, the system forces the contract end for the existing contract. It
performs the process Forced Move-Out in the background and changes the contract
end date to the day before the contract start date of the new contract (see also
section 4.6.7.12 Forced Move-Out The generic process view PROD_CHANGE is
assigned to the Follow-Up Product Change process.
).
3.1.2.8 Contract Change Processes
You can change new contracts if certain prerequisites are met. To do so, select a contract
from the list and choose Change Contracts. You can now execute specific contract change
processes for each contract.
Complete contract: If you have saved your contract with the status Incomplete, you
can use this process to complete it (see also section 4.6.7.15 Complete Contract The
generic process view PROD_CHANGE is assigned to the Follow-Up Product Change
process.
).
You cannot use this process if the contract item was sold as part of a product
package.
Change contract start date: You can use this process to change the contract start
date (see also section 4.6.7.18 Change Contract Start Date The generic process view
PROD_CHANGE is assigned to the Follow-Up Product Change process.
). During the change process, you have the option of entering a change reason and of
displaying or changing meter reading results.
You cannot execute this process for utility contracts that were created in deregulated
markets for deregulated divisions.
Product change in new document: You can use this process to perform a product
change. A product change is used to effect specific changes for contracts during their
validity period. This can for example involve changing the product from a specific date.
In technical terms, the product change always consists of two processes: The first
process (Product Change in New Document, see also section 4.6.7.21 Product
Change in New Document The generic process view PROD_CHANGE is assigned to
the Follow-Up Product Change process.
changes the existing contract item, whilst the second process Follow-Up Product
Change, see also section 4.6.7.22 Follow-Up Product Change The generic process
view PROD_CHANGE is assigned to the Follow-Up Product Change process.
creates a new contract item.
The product change process in the standard system does not allow the product to be
overwritten for the contract start date. To do this, you can use the Correct Contract
process (see above).
You cannot perform the product change process for the following contracts:
o Incomplete contracts:
o Contracts containing errors
o Cancelled contracts
o Contracts for which a product change has already been performed
You cannot execute this process for utility contracts that were created in deregulated
markets for deregulated divisions.
End contract: You can use this process to end a utility contract (see also section
4.6.7.25 End Contract The generic process view PROD_CHANGE is assigned to the
Follow-Up Product Change process.
).
You can also start this process by choosing Contract Management and then End
Contracts from the menu.
Change contract end date: You can use this process to change a contract end date
that has already been entered in the contract (see also section 4.6.7.26 Change
Contract End The generic process view PROD_CHANGE is assigned to the Follow-
Up Product Change process.
).
You cannot execute this process for utility contracts that were created in deregulated
markets for deregulated divisions.
Cancel contract end date: You can use this process to cancel a contract end date
that has already been entered in the contract (see also section 4.6.7.27 Cancel
Contract End The generic process view PROD_CHANGE is assigned to the
Follow-Up Product Change process.
).
You cannot execute this process for utility contracts that were created in deregulated
markets for deregulated divisions.
The technical move-in/out process Move-In or Move-In/Out for Premise (which essentially
involves changing a business partner in a premise), which may have been familiar to you
from the SAP ERP System, is not observed in the standard SAP CRM System.
The Move to Other Premise process is a sales process. It has a similar structure to the Create
Contract process, which is also a sales process. You must first identify a business partner
who is the contract partner. To start the process Move to Other Premise, the business partner
identified must have an active utility contract.
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start the process Move to Other Premise by choosing Contract
Management Move Contracts in the menu. If the identified business partner has signed
several contracts with the utility company, you must now select the corresponding contract
and use the button Move to Other Premise to start the process. If the business partner only
has one utility contract, the process is started immediately once you have selected the menu
entry listed above.
Alternatively, you can also open the overview of customer contracts (Contract Management in
the menu), select the contract from here and use the button Move to Other Premise to start
the process.
The Move to Other Premise process involves four steps (process steps are explained in the
roadmap tag that is found in the top half of the view).
1) Ended Contracts
The data in this step is used to end existing contracts for the premise identified. This
includes the corresponding dates but also meters and market communication data for
individual contract items if this is required.
When you start the Move to Other Premise process, the system automatically transfers all
points of delivery that are assigned to the premise identified and for which the business
partner identified has an active contract to the items to be ended. This means that a
different number of items are already proposed according to the premise involved.
a) You can deactivate individual contract items to be ended to exclude them from the
contract being ended. This can be advisable if the system proposes several items
here and you do not want to end all of these items. To do so, use the indicator in the
Select to End field. The system only ends selected contract items when you save for
the final time.
You cannot include any additional contract items in the list of items to be ended here,
since this is based exclusively on the objects that have been confirmed in the
Interaction Center.
b) You can enter a contract end date above the table for all contract items and in doing
so copy this into all relevant items.
c) You can now perform various actions for the individual contract items according to the
system configuration and active product.
i) Dates: You can change the contract end date for each item. You can make this
change directly in the table of items.
ii) Configuration: If the current product for the contracts to be ended contains
configurable attributes, you can evaluate these here. To do so, choose the status
light in the Configuration field for the item. All relevant configurable attributes are
displayed and can be evaluated. The system checks that all mandatory attributes
have been evaluated and that any rules defined for the attributes have been
observed.
iii) Market communication data: You must enter or check market communication
data for deregulated divisions in deregulated markets. To do so, select the
relevant item and use the Market Communication button.
It is only necessary to enter market communication data for utility contract items if
you are using the Utilities Industry: IC Agent (UTIL_IC) role and not the Utilities
Industry: IC Agent (Regulated) (UTIL_IC_REG) role.
iv) Meter data: You can display existing meter reading results for points of delivery to
which a device or a device info record has been assigned in SAP ERP. You can
also enter new meter reading results provided by the customer here.
You can also check or enter period consumptions for the corresponding devices
or device info records.
You can only currently enter meter reading results with meter reading reason 09
(interim meter reading) in the SAP CRM IC WebClient. Additional meter reading
reasons are not currently supported in SAP CRM.
2) New Contracts
The data in the second step defines the contract object for the contracts to be created,
such as the agreed products, contract period. If necessary, it can also define the meter
and market communication data for the individual contract items.
Before accessing this step, you must first identify the premise for the new contracts. You
can use the search template for the premise to do so. Once the premise has been
successfully identified, the system transfers all points of delivery that have been assigned
to this premise to contract items. This means that a different number of items are
proposed according to the premise involved.
You can derive the contracts for the new premise from the contracts to be ended (see
step 1). To do so, in the Create Contracts From field above the contract items, choose the
option Earlier Premise and then Start. This transfers the product and configuration data
for the contracts to be ended to the new items. You can overwrite this data in the
document manually if necessary. If you prefer to start from a blank working area (without
proposals from the contracts to be ended), in the Create Contracts From field above the
contract items, choose the option New Premise and then Start.
To choose a different premise for the new contracts, use the button Choose New Premise.
This replaces the points of delivery and items that are currently assigned with the points
of delivery determined for the new premise selected.
The other input options for this process step have been implemented according to the
process Create Quotation, which is described earlier in this document.
If a point of delivery that is to be used in a new contract already has an active contract,
and the validity period of this active contract overlaps with the validity period of the
contract to be created, you can also use the options for the product proposal or the forced
move-out (see also section 3.1.2.7 Contract).
3.1.2.10 Special Case: Mass Product Change
You can perform a product change for several utility contracts simultaneously. This is for
example advisable if you want to make a price change and make this visible in the utility
contract using a new time slice (new utility contract item). The transaction is referred to as a
mass product change.
For technical reasons, this process is not currently available in the SAP CRM System.
However, a report for making a mass product change is available in SAP ERP. Assuming that
there is utility contract integration between SAP ERP and SAP CRM, the report is used to
make changes to selected utility contracts in SAP ERP and automatically replicate this to SAP
CRM.
Before performing the mass product change in the system, you must make various
configuration settings. This is described in section 4.7 Settings for Mass Product Change.
Start the report EMASSPRODCHANGE in SAP ERP. The system displays various selection
options and settings that are observed when you select the utility contracts to be changed and
when you execute the report.
Mode
o Date of Rate Change: Date from which the new time slice is to be valid.
o Action ID: Unique identification for the report run (the action ID is used to
define which contract change should be performed).
Selection criteria
o Selection Using Contract Table: You can define the contracts to be changed
in a table. This table must contain entries before the report is executed. For
more information about this option, see section 4.7 Settings for Mass Product
Change.
o Read Attributes (Performance): If you have configured specific parameters
for your action ID, you can define whether these are to be read again during
execution. This has a negative influence on performance during report
execution and should therefore be tested thoroughly.
o Selection Using Mapping Table: You can define the contracts to be changed
in a mapping table as an alternative to the contract table. This table must
contain entries before the report is executed. For more information about this
option, see section 4.7 Settings for Mass Product Change.
o Only Include Contracts from the Following Interval: In addition to the options
of selecting from the contract table or the mapping table, you can also specify
here that the system only observes contracts from a specific interval here
(contract number).
Control Data
o Adjust Budget Billing Plan: Select this indicator if the respective budget billing
plan is to be changed as part of the contract change.
o Confirmation Print for Rate Change: Select this indicator if a confirmation
letter is to be printed as part of the contract change. In this case, you must
also record a print form.
o Print Form: Record your print form for the confirmation letter here.
o Set Delta Load Lock: Select this indicator to prevent contract changes from
SAP ERP being replicated to SAP CRM when the report is executed.
Remember to reactivate automatic replication for the contracts in question
once you have executed the report. You can use a middleware request that
you define and start in SAP CRM to do so.
o Test Mode: Select this indicator if you want to perform a test run and do not
want the data on the database to be changed.
3.2.1 Prerequisites
You have configured the mandatory object types (business partner and business agreement)
for the sale of utility products using parked documents accordingly in SAP CRM and SAP
ERP. For more information, see the following documentation:
Documentation IS-U-Specific Set-up and Load Guide for Business Partner on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Product Information SAP CRM for Utilities Cookbooks & Guidelines
Documentation IS-U-Specific Set-up and Load Guide for Business
Agreement/Contract Account on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP
CRM for Utilities Cookbooks & Guidelines
You have configured the mandatory object types (connection object, premise and point of
delivery) for the sale of utility products using parked documents accordingly in SAP ERP.
Contract management using parked documents does not require you to synchronize the
technical objects (connection object, premise and point of delivery) between SAP CRM
and SAP ERP.
You have decided whether you want to use utility contract integration between SAP CRM and
SAP ERP. You can activate utility contract integration for the sale of utility products using
parked documents. If this integration is active, utility contracts are created in SAP ERP and
then replicated to SAP CRM. If this integration is not active, utility contracts are created in
SAP ERP but not replicated to SAP CRM.
Note that using parked documents in conjunction with active utility contract integration
requires a much greater project implementation effort than using parked documents
without this integration. For more information see the section
If you have decided to use active utility contract integration, products from SAP CRM are
used in parked documents. If you have decided not to use this integration, the contract model
from SAP is used. The first case assumes that the corresponding products have been defined
in SAP CRM. The second case assumes that the corresponding contract models have been
defined in SAP ERP. In addition to the products or contract models, you must also define the
corresponding master data templates in SAP ERP. For more detailed information, see the
documentation Increased Efficiency IS-U/CCS Available Optimization Options on SAP
Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Information IS-U/CCS General Cookbooks & Guidelines
3.2.2.4.1 Move-In
A Web-based view of the Move-In business transaction using the parked document appears.
Entry of a new parked document starts automatically.
The system displays various input helps here according to whether you have
activated utility contract integration between SAP CRM and SAP ERP.(To do so, the
system checks the value in the field CRM Integration for Contracts Active in SAP
ERP in the activity Define Basic Settings in Customizing for SAP Utilities under
Customer Service CRM Integration):
If contract integration is active: Input help for the CRM product
If contract integration is not active: Input help for the contract model
You can deactivate your item without deleting it. To do so, use the indicator in the column
Create Move-In. This may be necessary during negotiations with the customer. The
system does not create a move-in or a contract during the subsequent process for items
that are not active.
It is possible to enter a new meter reading result that the customer provides and also to
display the previous meter reading result.
Once you have finished working with the parked document, you can check the data that you
have entered (Check Data button), save the parked document (Save button) or cancel the
sales process (Cancel Processing button).
do this if you want to use the new item categories during the sales process for the utilities
industry. Make sure that the Supplier Item Category and Quotation Item indicators are
selected.
If you want to use your item categories for items that are relevant to market communication,
you should also select the field IDE (IDE Communication Required) here. In theory, IDE
communication is only mandatory in the contract for deregulated divisions in deregulated
markets. However, it is sometimes advisable to collect this data in the quotation.
The object types CRM Utility Contract Item (BUS2000147) and CRM Utility Contract Item
(Lean) (BUS2000149) are used as business transaction object categories for utility quotation
items. These object types have some similar technical aspects and some common features.
These are described in more detail in the document IS-U/CRM Contract Integration in the
section Customizing Settings for Service Contracts in CRM. The document is available on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Information SAP CRM for Utilities Cookbooks & Guidelines
Selecting the item categories to be used during the sales process is always dependent on the
following factors:
Transaction type
Item category group
Item category usage
Higher-level item category
The four factors listed above are used at the time of sale to determine the item categories
(see also the activity Define Item Category Determination in Customizing for Customer
Relationship Management under Transactions Basic Settings). The transaction type is
defined in the utilities industry-specific process framework for each process (see also section
4.6.7.2 Create Quotation Customizing documentation in SAP ERP under SAP Utilities
Customer Service CRM Integration Product Proposal.
).
The item category group is defined at product level (see also the documentation Defining
Products and Product Packages in the Utilities Industry on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM for
Utilities Cookbooks & Guidelines Item category usage and the higher-level item category
are not usually relevant to utilities industry-specific sales processes.
If you want to use your item categories for items that are relevant to market communication,
you should also select the checkbox field IDE (IDE Communication Required) here. In theory,
IDE communication is only mandatory in the contract for deregulated divisions in deregulated
markets. However, it is sometimes advisable to collect this data in the quotation.
The object types CRM Utility Contract Item (BUS2000147) and CRM Utility Contract Item
(Lean) (BUS2000149) are used as business transaction object categories for utility quotation
items. These object types have some technical differences and some common features.
These are described in more detail in the document IS-U/CRM Contract Integration in the
section Customizing Settings for Service Contracts in CRM. The document is available on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Information SAP CRM for Utilities Cookbooks & Guidelines
If you define items that are to be used in structured quotation documents, you must select the
business transaction item object category CRM Utility Contract Item (Lean) (BUS2000149).
Selecting the item categories to be used during the sales process is always dependent on the
following factors:
Transaction type
Item category group
Item category usage
Higher-level item category
The four factors listed above are used at the time of sale to determine the item categories
(see also the activity Define Item Category Determination in Customizing for Customer
Relationship Management under Transactions Basic Settings). The transaction type is
defined for the commercial and industrial customer scenario in various ways:
If quotations are created directly (from the navigation menu Sales Cycle
Quotations) by user selection
During the creation of quotations using the utilities industry-specific process
framework for each process. The following processes are relevant here:
Create quotation using point of delivery set (QUOT_CREATE_BSKT)
Create quotation using point of delivery set with structured main items
(QUOT_CREATE_BSKM)
Copy quotation (QUOT_COPY_CI)
Create quotation from the contract (QUOT_CREATE_CON1)
Create quotation using contract UI (QUOT_CREATE_CON2)
Create quotation from the contract (QUOT_CREATE_CONS)
Merge contract items in the quotation (QUOT_MERGE_CONTI)
Create quotation from contract item set (QUO_CONSET_COPY)
Create structured quotation from contract item set (QUO_CONSET_COPYS)
Create quotation using contract item set UI (QUO_CONSET_UI)
The item category group is defined at product level (see also the documentation Defining
Products and Product Packages in the Utilities Industry on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM for
Utilities Cookbooks & Guidelines Item category usage and the higher-level item category
are not usually relevant to utilities industry-specific sales processes.
should select the Quotation checkbox field according to the process for which your
transaction type is to be used.
The object type Utilities Industry: Package (BUS2000248) is used as a business transaction
object category for package documents.
A package product usually consists of a number of different products, which cannot be
managed in the same document as the package product at the time of sale. The following
diagram illustrates this:
You must define the transaction type to be used for each individual package component in
Customizing. You do so using the transaction type for the package document in combination
with the item category group that has been defined at the level of the respective package
component.
Check the settings made to determine transaction types for package components in the
activity Define Package Types in Customizing for Customer Relationship Management under
Industry-Specific Solutions Utilities Industry Transactions Settings for Utilities
Transactions Transaction Settings for Utility Packages and make any changes required.
In this context, it is very important to understand that documents that are created and used in
conjunction with product packages physically (on the database) consist of more than one
document. Only one document with several items can be visible in the application in the SAP
CRM IC WebClient. However, several documents are used and linked in the background.
The following contains a more technical description of the involved object types and the
relevant relations:
The graphic shows you that there is a link between the higher-level package item and the
items assigned to it (that contain the package components).
For more information about defining products and product packages in the utilities industry,
see the documentation Defining Products and Product Packages on SAP Service
Marketplace at http://service.sap.com/utilities SAP for Utilities Product Information
SAP CRM for Utilities Cookbooks & Guidelines
Documents that contain product packages have different requirements regarding the
organizational data used. The system is configured so that organizational data is always
determined in the package header (BUS2000248) and copied to the dependent items and
documents. This means that the respective settings for the organizational data and the
determination of this data must be aligned to avoid errors in the documents.
If you do not want to use the standard settings for package items, you must configure the
corresponding item categories in the system. You can use the standard item categories
supplied by SAP (IUPC for package items in contracts, IUPQ for package items in quotations),
or one of your own. Items that contain product packages are not intended to be used for
market communication.
The object type Utilities Industry: Package Item (BUS2000196) is used as a business
transaction object category for package items.
Selecting the item categories to be used during the sales process for package items is always
dependent on the following factors:
Transaction type
Item category group
Item category usage
Higher-level item category
The four factors listed above are used at the time of sale to determine the item categories
(see also the activity Define Item Category Determination in Customizing for Customer
Relationship Management under Transactions Basic Settings). The transaction type is
defined in the utilities industry-specific process framework for each process (see also section
4.6.7.13 Generate Package Document).
The item category group is defined at product package level (see also the documentation
Defining Products and Product Packages on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM for
Utilities Cookbooks & Guidelines Item category usage and the higher-level item category
are not usually relevant to utilities industry-specific sales processes.
No process profile is assigned to the business role Utilities Industry: IC Agent (Lean)
(UTIL_IC_LEAN), since utilities contracts are not created using CRM documents and the
process framework requires these as a basis.
4.6.1.1 Processes in the Utilities IC Process Profile
The processes in the process profile DEFAULT (Utilities IC Profile) are listed in the following.
Process Short Description Additional Information
Complete package document Complete incomplete See section {0>).If the
(CNTR_CMPLT_PACK) package document business partner and
business agreement in the
existing contract are identical
to those in the new contract,
the system performs an
automatic product change for
the existing contract in the
background (process
Automatic Product Change,
see also section 4.6.7.23
Automatic Product Change
The generic process view
PROD_CHANGE is assigned
to the Follow-Up Product
Change process.
).
(process application) and 0
The system creates the
corresponding switch
documents for market
communication-relevant
contract items. It also
changes the date field
Contract End accordingly for
all other items.
(process configuration)
Generate package document Create package document See section 0 Quotation
(CNTR_PACKAGE) (process application) and 0 If
the date field Requested
Contract End is changed, the
system checks whether this
date is now later than the
contract start date. If a
market communication-
relevant item is not involved,
the system copies this date
into the Contract End date
field. In all other cases, the
system copies the date
entered into the
corresponding field in the
switch message.
(process configuration)
Since a process category can be used in several processes, not all parameters that are
defined in the configuration structure are used in every process. This means that the
process level contains configuration parameters that are not evaluated.
You can display the process categories supplied by SAP using the activity Define Process
Categories, and if you have authorization to make cross-client changes, you can create new
categories. You find this activity in Customizing for Customer Relationship Management,
under Industry-Specific Solutions Utilities Industry Settings for User Interfaces
Transaction Processing Processes.
For more information about process categories, see the document Utilities Process
Framework on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Product Information SAP CRM for Utilities Cookbooks & Guidelines
The switch action group CONTRACT_START is assigned to the process Start Contract
(CONTRACT_START), which is available in the standard system for the SAP CRM IC
WebClient. This means that the selection options Start of Supply, Start of Supply (New
Installation), and Start of Supply (Change of Supplier) are available to you during this
process.
SAP supplies a series of switch actions that are combined in switch action groups. You can
use the standard settings or define your own actions and action groups.
If you want to view the standard settings and define your own settings, use the Market
Communication activity in Customizing for Customer Relationship Management, under
Industry-Specific Solutions Utilities Industry Settings for User Interfaces Transaction
Processing.
If you want to use your own switch actions and switch action groups, you must assign them to
your processes that are affected by this in process configuration. For more information about
the individual processes, see section 0 Processes in Detail.
Note that in addition to defining the switch actions and switch action groups, you must
also make the corresponding settings for item categories so that the user can enter
market communication data at item level during the sales process. For more information
see the following:
Quotations in SAP CRM IC WebClient: Section 0 The object types Service
Contract (BUS2000112) and Utilities Contract (BUS2000249) are used as
business transaction object categories for utilities quotations. These object types
have some similar technical aspects and some common features. These are
described in more detail in the document IS-U/CRM Contract Integration in the
Quotations in SAP CRM WebClient: Section 0 Make sure that you are using the
business transaction object category Utilities Contract (BUS2000249) for
structured documents.
Contracts in SAP CRM IC WebClient: Section 0 The object types Service Contract
(BUS2000112) and Utilities Contract (BUS2000249) are used as business
transaction object categories for utilities quotations. These object types have
some technical differences and some common features. These are described in
more detail in the document IS-U/CRM Contract Integration in the section
Customizing Settings for Service Contracts in CRM. The document is available
on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Product Information SAP CRM for Utilities Cookbooks & Guidelines
Contracts in SAP CRM WebClient: Section 0 The object types Service Contract
(BUS2000112) and Utilities Contract (BUS2000249) are used as business
transaction object categories for utilities quotations. These object types have
some technical differences and some common features. These are described in
more detail in the documentation IS-U/CRM Contract Integration in the section
Customizing Settings for Service Contracts in CRM on SAP Service Marketplace
at http://service.sap.com/utilities SAP for Utilities Product Information
SAP CRM for Utilities Cookbooks & Guidelines
Quotation items are copied into the new contract document using the method
CL_CRM_ISU_ORDER_COPY=>ITEM. Generic copying control is not used here.
Note that generic copying control is not used when a utility quotation is converted to a
utility contract. Copying the quotation data into the contract is part of this process.
If the Accept Quotation process leads to a product change for an existing contract, it can only
be executed if the contract start date in the quotation items to be accepted is later than the
contract start date of the corresponding contract. In this case, the process restricts the
preceding utility contract item according to the quotation to be accepted.
If the Accept Quotation process does not lead to a product change for an existing contract,
the process configuration parameter PROCESS_TYPE is used for the transaction type of the
contract to be created.
The system terminates the start of the Accept Quotation process if it is unable to determine
the value of the parameter PROCESS_TYPE, if the determined value was not defined as a
transaction type or if no valid item category can be determined using the combination of the
transaction type (parameter PROCESS_TYPE) using the item category group determined.
If you terminate the process whilst it is being executed, the system also resets the status
Quotation Accepted (I1079) at document header level. It also deletes the new contract items.
If a product change is performed, the system resets the end date in the existing contract
during the termination.
The Accept Quotation process is executed as a one-click process. This means that no
generic process view is assigned to the process in Customizing. The quotation document is
converted to a contract document during this process. The process Change Contract
(CONTRACT_CHANGE) is started as a subsequent process to enable the user to make
entries (the Change Contract process has a user interface). The method CONTEXT-
>REGISTER_ITEM_GUID_4_FOLLOWUP is used to register the new contract items for the
subsequent process CONTRACT_CHANGE.
Switch documents are not created in the Accept Quotation process. These are created in the
CONTRACT_CHANGE process.
4.6.7.6 Reject Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Reject Quotation
(QUOTATION_REJECT) for the process category Reject Quotation (IUQJ):
Parameter Short Description Standard Value
PROCESS_TYPE Transaction type for contracts that
are created using this process
SWT_MSG_GROUP Switch action group that can also be
available for the new items
The system does not evaluate both parameters in the standard system.
An internal process view is used for the process Reject Quotation. This means that no generic
process view is assigned to the process in Customizing.
This process can only be executed if the quotation document does not have the status
Released (I1004), Completed (I1005) or Quotation Accepted (I1079).
It sets the status Completed (I1005) at document header and item level. The business
transaction Complete (FINI) is also executed.
If quotations contain one or more product packages, the process registers all package items
for the subsequent process for the category IUPJ.
4.6.7.7 Generate Package Document Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Generate Package
Document Quotation (QUOT_PACKAGE) for the process category Generate Package
(IUPQ):
Parameter Short Description Standard Value
You can enter a different transaction type here. You must first register this as a package
document in the activity Define Transaction Types in Customizing for Customer Relationship
Management under Industry-Specific Solutions Utilities Industry Transactions
Settings for Utilities Transaction Transaction Settings for Utility Packages. For more
information, see section Accept quotation items (QUOT_ACC_ITEM_CI)
.
The Accept Quotation Package process is executed as a one-click process. This means that
no generic process view is assigned to the process in Customizing.
4.6.7.10 Reject Quotation Package (SAP CRM IC WebClient)
The following configuration options are available for the process Reject Quotation Package
(QUOT_REJECT_PACK) for the process category Reject Quotation Package (IUPJ):
Parameter Short Description Standard Value
SALES_REJECTION Rejection reason for sales items
SERVICE_REJECTION Rejection reason for service items
The system does not evaluate both parameters in the standard system.
An internal process view is used for the process Reject Quotation Package. This means that
no generic process view is assigned to the process in Customizing.
This process is a subsequent process for the process QUOTATION_REJECT. It is used to
reject documents and items in quotations that contain product packages. This also includes
the linked document headers and items in sales and service quotations.
The process can only be executed for items that are produced from product packages. It can
only be executed if the relevant document headers do not have the status Completed (I1005),
Quotation Accepted (I1079) or To Be Distributed (I1054).
Transactions. For more information, see section 0 The item category group is defined at
product level (see also the documentation Defining Products and Product Packages in the
Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities SAP for
Utilities Product Information SAP CRM for Utilities Cookbooks & Guidelines Item
category usage and the higher-level item category are not usually relevant to utilities industry-
specific sales processes.
.
An internal process view is used for the process Start Contract. This means that no generic
process view is assigned to the process in Customizing.
The Start Contract process is used to create a new contract including contract items. It can
also trigger a forced move-out or a product change for an existing contract with the same
point of delivery.
If you assign a product to a contract item or change a product assignment, the system creates
a switch message with the switch type Change of Supplier (01) for the market
communication-relevant item affected
If you assign a point of delivery to a contract item or change a point of delivery assignment,
the system creates a switch message with the switch type Change of Supplier (01) for the
market communication-relevant item affected It also starts the process Forced Move-Out as
required for an existing contract with the same point of delivery. If this type of process is
already running for this point of delivery or the current process Forced Move-Out has already
defined the date field Requested Contract End, this is not successful. In all other cases, the
system registers this existing contract item for the subsequent process in the category Forced
Move-Out (IUFM).
If the user changes the date field Requested Contract Start, the system makes the
corresponding entry in the date field Contract Start for items that are not market
communication-relevant. It also checks whether the process Forced Move-Out is currently
running for the same point of delivery and defines the date field Requested Contract End
accordingly for this contract (requested contract end minus one day).
The process can only be successfully completed for the individual contract items if they
contain a business agreement and a product and the item does not contain errors (status
Contains Errors (I1030) is inactive). The system performs additional checks for market
communication-relevant items.
4.6.7.12 Forced Move-Out (SAP CRM IC WebClient)
The following configuration options are available for the process Forced Move-Out
(FORCED_MOVEOUT) for the process category Forced Move-Out (IUFM):
Parameter Short Description Standard Value
SWT_MSG_GROUP Switch action group that is available END_OF_SUPPLY
for the contract items to be ended
An internal process view is used for the process Forced Move-Out. This means that no
generic process view is assigned to the process in Customizing.
The process Forced Move-Out is used to end an existing contract at a point of delivery if a
new contract is created for the same point of delivery. This is started automatically by the
process Start Contract if the new contract is created for an existing point of delivery.
The process Forced Move-Out is only executed if the selected contract item does not have
the status Ended Due To Product Change (I1401) and the date field Requested Contract End
for the item contains an initial value.
If a market communication-relevant item is involved, the system sets the Deactivation
Scheduled (12406) status and creates a switch message with the switch type End of Supply
(02).
The system sets the status Ended Due to Forced Move-Out (12414) in all items and registers
Forced Move-Out as the current process for the item for this point of delivery. This registration
is removed once the Forced Move-Out process is completed.
If the date field Requested Contract End is changed, the system checks whether this date is
now later than the contract start date. If a market communication-relevant item is not involved,
the system copies this date into the Contract End date field. In all other cases, the system
copies the date entered into the corresponding field in the switch message.
4.6.7.13 Generate Package Document (SAP CRM IC WebClient)
The following configuration options are available for the process Create Package Document
(CNTR_PACKAGE) for the process category Generate Package Contract (IUPC):
Parameter Short Description Standard Value
PROCESS_TYPE Transaction type for utility contracts IUPC
that contain product packages and
are created using this process
You can enter a different transaction type here. You must first register this as a package
document in the activity Define Transaction Types in Customizing for Customer Relationship
Management under Industry-Specific Solutions Utilities Industry Transactions
Settings for Utilities Transaction Transaction Settings for Utility Packages. For more
information, see section Accept quotation items (QUOT_ACC_ITEM_CI)
.
An internal process view is used for the process Create Package Document. This means that
no generic process view is assigned to the process in Customizing.
The Create Package Document process is used to control the way in which product packages
are expanded. It is not started explicitly but is part of the Start Contract process and is started
as a sub-process when you enter a product package in the field Package and confirm your
entry.
The diagram below shows the technical background to this.
are not created by the process framework and are also not currently managed using
this.
The callback functions include BRFplus checks that refer to the product package
components that were added to the document.
4) If points of delivery have already been linked in existing document items (for example
by the premise identified), these are automatically linked with any suitable package
components in items. If this leads to ambiguous situations (for example two possible
electricity points of delivery but only one electricity component in the package), the
user can use a dialog box to decide how the assignment is to be made.
This step is not part of the process framework.
An internal process view is used for the process Automatic Product Change. This means that
no generic process view is assigned to the process in Customizing.
4.6.7.24 Cancel Product Change (SAP CRM IC WebClient)
The following configuration options are available for the process Cancel Product Change
(PRODCHANGE_CNC) for the process category Contract Change (IUCC):
Parameter Short Description Standard Value
PROCESS_TYPE Transaction type for the new
document to be created (not
relevant here)
SWT_MSG_GROUP Switch action group to be used for
the change process
The Cancel Product Change process is executed as a one-click process. This means that no
generic process view is assigned to the process in Customizing.
4.6.7.25 End Contract (SAP CRM IC WebClient)
The following configuration options are available for the process End Contract
(CONTRACT_END) for the process category Contract End (IUMO):
Parameter Short Description Standard Value
SWT_MSG_GROUP Switch action group to be used for END_OF_SUPPLY
the process
An internal process view is used for the process End Contract. This means that no generic
process view is assigned to the process in Customizing.
The process End Contract is only executed if the selected contract item does not have the
status Ended Due To Product Change (I1401), the date field Requested Contract End has
been left blank and the item has not been cancelled.
Before the user enters the requested contract end date, the system proposes the system date
for the date field Requested Contract End. It also sets the status Deactivation Scheduled
(I2406) for market communication-relevant items and sets the Contract End date field to the
system date for all other items.
Once the user has entered the requested contract end date, the system checks that this date
is not earlier than the contract start date. The system copies the value for the requested
contract end date to the date field Contract End Date for items that are not market
communication-relevant.
4.6.7.26 Change Contract End (SAP CRM IC WebClient)
The following configuration options are available for the process Change Contract End
(CONTEND_CHANGE) for the process category Date Changes (IUDC):
Parameter Short Description Standard Value
SWT_MSG_GROUP_CN Switch action group that is to refer
to the previous date in the item
SWT_MSG_GROUP_CR Switch action group that is to refer
to the new date in the item
The system does not evaluate these parameters in the standard system.
The generic process view CH_CONTEND is assigned to the Change Contract End process.
This process is only executed if the selected contract item does not have the status Ended
Due To Product Change (I1401), the date field Requested Contract End has been left blank
and the item has not been cancelled. The system checks additional statuses for contract
items that are market communication-relevant before it starts the process.
This process modifies the date field Requested Contract End (user entry).
The system creates the corresponding switch documents for market communication-relevant
contract items. It also changes the date field Contract End accordingly for all other items.
Note that in the actions you cannot use asterisks to cover several old products with a
single action in the column CRM Product (Old). In this case, you must create a separate
entry for each product to be selected.
2. Define additional product change parameters
You can define additional parameters for individual actions that are to be used during
the mass product change. This optional step means that you can define values for
configurable product attributes that are not the same as the values for the same
attributes at installation or contract level.
You can define these additional parameters in SAP ERP in Customizing for SAP
Utilities under Customer Service CRM Integration Mass Product Change
Define Attribute Values for Configurable Product.
During execution of the report, the product change container is used to make then changes to
the selected contracts. The product change container is represented by the table
EVER_PC_CONTR and links the contracts to be changed with the respective actions. Actions
were defined in step 1. You can explicitly exclude individual contracts here if an interval has
been specified on the report selection screen. The system then performs the defined actions
for all selected contracts.
If you want to use the mass product change principle described here, but require
additional customer-specific queries of execution steps, you can copy the report supplied
by SAP and make the required changes in your copy.
in Customizing for Financial Accounting (New) under Contract Accounts Receivable and
Payable Business Transactions Security Deposits. Exemption reasons are also defined
in SAP ERP in the table ESECWRT in the activity Specify Reasons for Exemption from
Security Deposit in Customizing for SAP Utilities under Customer Service Process
Execution Move-In/Out Move-In. For more information about security deposits, see the
application help by entering the keyword Security Deposit.
Table Description
CRMV_ISU_INDEX_I Database view for table CRMD_ISUEXTA4 for simplified
evaluations including standard contract item fields
CRMV_ISU_INDEX_S Database view for table CRMD_ISUEXTA4 for simplified
evaluations including status information
5 Prerequisites
Many of the functions described in this document are available as of SAP CRM 2006s/2.
Other functions are only available as of SAP CRM 7.0 or SAP CRM 7.0 enhancement
package 1. For functions available as of SAP CRM 7.0 enhancement package 1, you have to
activate the Energy Retailer business function (CRM_UT_ER_1).
The following table shows as of when the functions are available in SAP CRM:
Function Available With
Use configurable product attributes that were defined using SAP IPC SAP CRM 2006s/2
in Quotation and Contract Management in SAP CRM WebClient
Use configurable product attributes that were defined using the SAP CRM 2006s/2
utilities industry-specific simplified product configuration in Quotation
and Contract Management in SAP CRM WebClient
Define suggested prices for utility products for C&I customers SAP CRM 2007
Use a utilities industry-specific search help for utility products SAP CRM 2006s/2
Use AMI product prerequisites in the utilities industry-specific search SAP CRM 7.0
help for utility products
Option of selling product packages in the utilities industry in SAP CRM 7.0
Quotation and Contract Management in the SAP CRM IC WebClient Erweiterungspaket 1
Check the validity of utility products and product packages in the SAP CRM 7.0
utilities industry during the sales process in SAP CRM IC WebClient Erweiterungspaket 1
Use a search help that is specific to product packages in the utilities SAP CRM 7.0
industry Erweiterungspaket 1
Use the current attribute version for attributes in the utilities industry- SAP CRM 7.0
specific simplified product configuration in sales transactions in the Erweiterungspaket 1
SAP CRM IC WebClient and SAP CRM WebClient
Option: Save contracts with the status Incomplete or Incorrect and SAP CRM 7.0
subsequently process them using the processes Correct Contract or Erweiterungspaket 1
Complete Contract
6 Constraints
You can only use certain products as components of product packages in the utilities industry.
You can only include products that lead to one of the following business transaction item
categories at the time of sale:
Optimized utility contract item (BUS2000149 in business transaction category
BUS2000249)
Utility contract item (BUS2000147 or BUS2000149 in business transaction category
BUS2000112)
Sales item (BUS2000131)
Service product item (BUS2000140)
The use of products that lead to other business transaction item categories is not possible.
Additional customer enhancements are required to enable the use of such products.
Product packages in the utilities industry exist independently of one another following the sale.
It is not possible to collectively maintain individual package components. You must use
customer enhancements to perform collective contract maintenance.