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IS-U/CRM Contract Integration

SAP CRM -Release 7 .0

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SAP Online Help 02.10.2009

IS-U/CRM Contract Integration 2008 2

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

Integration – Data Model....................................................................................................6

Business Agreements in the Interaction Center ..................................................................7

Business Agreement..........................................................................................................8

Customizing Settings for Service Contracts in CRM ...........................................................9

Structured Utility Contract ................................................................................................ 14

Products in SAP IS-U....................................................................................................... 16

Products in SAP CRM...................................................................................................... 17

Product Processing in SAP CRM ..................................................................................... 19

Product Configuration with PME....................................................................................... 21

Simplified Configuration ................................................................................................... 22

Product Processing in SAP IS-U – Master Data Generator............................................... 26

Initial Load of Contracts ................................................................................................... 29

Identification Settings in the Interaction Center................................................................. 30

Contract-Related Processes ............................................................................................ 32

Integration of Processes in the User Interface .................................................................. 34

Create Contract in Interaction Center ............................................................................... 34

Accept Quotation ............................................................................................................. 35

Product Change............................................................................................................... 36

Contract Reversal (Move-In Reversal).............................................................................. 41

Settings for the Product Proposal..................................................................................... 43

Settings for Billing Simulation in the Product Proposal...................................................... 44

BAdIs for Product Proposal .............................................................................................. 45

Use of Interactive Scripting for the Product Proposal ........................................................ 47

Address Management...................................................................................................... 48



IS-U/CRM Contract IntegrationThis section describes the integration between IS-U/CCS and a CRM system, with anemphasis on the connection between IS-U contracts and CRM contract items. You can alsofind information on product maintenance, IS-U workspaces in the interaction center, andnecessary enhancements to the master data generator, which will also deal with thenecessary Customizing activities.

You receive an overview of the basic processes and the necessary Customizing activities.You can find information on the integration between SAP IS-U and SAP CRM concerning thetechnical objects in the section IS-U/CRM-Integration: Replication of Technical and BusinessObjects [External].

For information about the necessary settings for business partner, business partnerrelationships and roles, and business agreement (CRM) and contract account (IS-U), seeSAP Service Marketplace, at http://service.sap.com/utilities Product Information mySAPCRM for Utilities Cookbooks & Guidelines IS-U Specific Set-up and Load Guide forBusiness Partner, IS-U Specific Setup and Load Guide for BP Relationships and Roles, or Set-up and Load Guide for Business Agreement/Contract Account.

http://service.sap.com/utilities



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

ConnectionobjectInstallation

Contract

Premise

Point ofDelivery

Contractaccount Bill

Billing

SAP IS-U SAP CRM

Businesspartner

Businesspartner

Businessagreement

Connectionobject(IBase)

Contractitem

PoD(IBase)



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

IntegrationWhen you confirm a business agreement, the system documents it so that you can reuse it inother business transactions. You can link the business agreement to a contact.

When you confirm a business agreement, the system adds the business agreement data tothe Business Object Context [External].

When processing business transactions (order or contract creation), you can have the systemdetermine an appropriate business agreement. For more information, see Customizing forCustomer Relationship Management under Master Data Business Partner BusinessAgreement Create Business Agreement.

For more information, see Business Agreement [Page 8].



Business AgreementPurposeIn SAP CRM, the entry and processing functions for contracts and orders are used by theTelecommunications, Utilities, Public Sector, and Waste & Recycling solutions. Master datacan be entered in SAP CRM in order to control business transactions in the backend ISsystems (IS-U, IS-T, IS-WA, and IS-PS).

In the business agreement, you can store controlling data for long-term business relationshipswith a business partner.

This data controls processes in invoicing, contract accounts receivable and payable, taxation,and correspondence processing. You can define several business agreements for eachbusiness partner.

You can activate the business agreement function in Customizing. The function allows you toconnect the SAP ERP component FI-CA in the SAP system with SAP CRM.

In the case of a business transaction, the system maintains the allocation of the transaction toa business agreement. Invoicing documents for the business transaction are submitted to theactive FI-CA in the SAP system.

When processing business transactions (order or contract creation), you can have the systemdetermine an appropriate business agreement. For more information see Customizing forCustomer Relationship Management under Master Data Business Partner BusinessAgreement Create Business Agreement.

IntegrationIf you have connected an IS system to CRM by means of the Middleware, and you haveactivated the FI-CA component, the data for the contract account master is replicatedautomatically.



Customizing Settings for Service Contracts in CRMPurposeThis section describes the Customizing settings in the SAP CRM system, which arenecessary in order to achieve integration of contracts between SAP CRM and SAP IS-U,during which all relevant contract data is replicated between the two systems.

Business Transaction CategoryThe business transaction category determines the business context in which a transactiontype can be used (for example, service, sales, activity).

If an IS-U contract is replicated into a CRM contract item, the system generates a contractwith this business transaction category.

The business transaction category [External] Service Contract BUS2000112 is a classicalbusiness transaction category.

The business transaction category Utility Contract BUS2000249 is an optimized businesstransaction category.

the business transaction category can, but does not have to have, organizational datadetermination. As it does not create a price document, you can only assign it to item categoryBUS2000149.

If you do not need the IPC, use BUS200249 as it is considerable faster andrequires less memory space.

You can allocate both BUS2000147 and BUS2000149 as item categories to businesstransaction category BUS2000112.

Select the item category and double-click on Assignment of Business Transaction Categories.

Also maintain the Define Transaction Types activity in Customizing for Customer RelationshipManagement under Industry Solutions Utilities Industry Transactions ### Settings forUtility Transactions.

Item Object CategoryThe item object category [External] is the key element in contract replication. The systemuses the item object type to decide whether and into which system the contract is replicated.Since the CRM system works with contract items and the IS-U system with single-linecontracts, all required contract items are transferred into separate contracts in the IS-Usystem. Accordingly, replication occurs based on the item object category of the contract item.The necessary item category [External] (for example, quotation item) is thus linked to the itemobject category (for example, sales item CRM). The item object categories used for the IS-Ureplication are BUS2000147 (CRM utility contract item) and BUS2000149.

The item object categories BUS2000147 and BUS2000149 have different types ofconfiguration storage.

BUS2000147 is the classic item category.The Internet Pricing Configurator (IPC/PME) is used here for configuration storage.This item category requires correct organizational data determination and a pricedocument.It also needs considerably more time and memory space than item categoryBUS2000149.



Therefore, you should consider using BUS2000149, especially for documents with alarge number of items.

BUS2000149 is the optimized item object category.It does not support price documents.Therefore, IPC costing as well as IPC configuration is not possible. The storage ofconfigurable attributes still necessary for utility documents is substituted by the “leanconfiguration” based on the enhancements generated in the Easy EnhancementWorkbench (EEWB).The organizational data determination Is optional.

You define the item category in Customizing of the CRM system under CustomerRelationship Management Transactions Basic Settings Define ItemCategories.

Select the corresponding item categories and choose (Detail).

Here, you also link the different procedures and profiles to the item category, for example textdetermination procedure [External], partner determination procedure [External], date profile[External], action profile [External], status profile [External], and organizational data profile[External]. If you do not enter a profile, the tab on the contract screen is hidden. You can findfurther information on these profile settings in the Customizing for the CRM system.

Also maintain the Define Settings for Item Categories activity in Customizing for CustomerRelationship Management under Industry Solutions Utilities Industry TransactionsSettings for Utility Transactions.

Delivered Transaction Types and Item Object CategoriesThe following figure shows the delivered transaction types and item object categories:

ContractQuotation

C&IC&I

ICIC

IUSQ LeanIUSQ Lean

IUS5 Classic depr.IUS5 Classic depr.

ISUQ LeanISUQ Lean

ISU5 ClassicISU5 Classic ICIC

ISUL LeanISUL Lean

ISU0 ClassicISU0 Classic

C&IC&I

IUSL LeanIUSL Lean

IUS0 Classic depr.IUS0 Classic depr.

MAU Master Agr.MAU Master Agr.

BUS2000112BUS2000112

BUS2000249BUS2000249

BUS2000112BUS2000112

BUS2000249BUS2000249

BUS2000112BUS2000112

BUS2000249BUS2000249

BUS2000112BUS2000112

BUS2000249

BUS2000249

BUS2000107BUS2000107

ISU5 QuotISU5 Quot BUS2000147BUS2000147 ISU0 RetailISU0 Retail BUS2000147BUS2000147

ISUQ LeanISUQ Lean BUS2000149BUS2000149 ISUL LeanISUL Lean BUS2000149BUS2000149

IUS5 QuotIUS5 Quot BUS2000147BUS2000147 IUS0 RetailIUS0 Retail BUS2000147BUS2000147

IUSQ QuotIUSQ Quot BUS2000149BUS2000149

ISUM MasterCISUM MasterC BUS2000149BUS2000149

IUSL LeanIUSL Lean BUS2000149BUS2000149

Transaction Types and Item Categories CRM2007



ContractQuotation

C&IC&I

ICIC

IUMQ Structured leanIUMQ Structured lean

ISUQ LeanISUQ Lean


ICIC

ISUL LeanISUL Lean


C&IC&I

IUSL LeanIUSL Lean

MAU Master AgreementMAU Master Agreement

BUS2000112BUS2000112

BUS2000249BUS2000249

BUS2000249BUS2000249

BUS2000112BUS2000112

BUS2000249BUS2000249

BUS2000249BUS2000249

BUS2000107BUS2000107

ISU5 ClassicISU5 Classic BUS2000147BUS2000147 ISU0 ClassicISU0 Classic BUS2000147BUS2000147

ISUQ LeanISUQ Lean BUS2000149BUS2000149 ISUL LeanISUL Lean BUS2000149BUS2000149

IUSQ LeanIUSQ Lean BUS2000149BUS2000149

ISUMISUM BUS2000149BUS2000149


Transaction Types and Item Categories CRM 7.0



IUMC Structured LeanIUMC Structured Lean BUS2000249BUS2000249


Further SettingsTo make sure that your item category is defined correctly, you must create an item categorygroup [External], an item category usage, and an item category determination.

You define the item category group in the product itself.

In the product category determination, the system determines the item category by means ofthe item category group that you allocated to the product and the transaction type that you areusing.

You make these settings in Customizing for Customer Relationship Management underTransactions Basic Settings.

For every transaction type [External] you can define several rules for the item categorydetermination. For more information about the item category determination, see Customizingfor the CRM system.

If you use products in transaction that do not contain any organizational data,you must allocate the following set types to the product hierarchy so that youcan assign an organization-independent item category group:

Set type CRMM_PR_BTR Transaction-controlling fields

CRM_ISU_ATTR IS-U attributes for contract

CRM-ISU_VALUES preassignment of values for lean configuration

ExampleYou want to create contracts in CRM, which are replicated in IS-U.

Step 1

Define a transaction type with the leading business transaction category Service Contract andlink these to all necessary transactions and profiles.

Assign the transaction to the business transaction categories Service Contract and Sales.

Step 2



Define an item category with the object type CRM Utility Contract Item and assign allnecessary transactions and profiles to it. Also assign the item category to the businesstransaction categories Service Contract and Sales.

Step 3

Define an item category group.

Step 4

Define an item category usage.

Step 5

Define an item category determination.

Step 6

Connect your item category group with the product that you want to replicate.

If you now create the order, the item category is defined automatically as soon as you enterthe product. When you save the contract, the system replicates the data in the IS-U system.

Note that in the IS-U system a master data template must exist for the product.In IS-U, maintain a master data template of category CRMNEWCONTRACT, and enter theCRM product in the header data of the master data template. During replication of the CRMcontract in IS-U, the IS-U system uses the CRM product to determine the relevant masterdata template.

For more information about master data templates, see SAP Service Marketplace athttp://service.sap.com/utilities under Product Information SAP CRM for UtilitiesCookbooks & Guidelines IS-U Master Data Templates.

Special Settings for QuotationsQuotations require their own transaction types and contract items.

As opposed to contracts, in the business transaction category Sales (BUS2000115), you haveto set the “Relevant for Quotations” value to “Initial Quotation”.

As of release 5.2, the copying control in follow-on documents for acceptingcontracts or generating quotations from contracts is no longer used. It is onlyused to generate quotations from opportunities (see the “Accepting Quotations”section).

Activate Business AgreementYou activate the business agreement that corresponds to the IS-U contract account CRMCustomizing under Customer Relationship Management Master Data Business Partner

Business Agreement Define Basic Settings. Select the entry “FI-CA Active” in the ActiveAccount field (Active Accounting).

Date ProfileThe date profiles at item level relevant for the utilities industry are as follows:

ISU_001 Date profile for classic profile category

ISU_002 Date profile for optimized profile category in WebUI (contract)

ISU_003 Date profile for optimized profile category in WebUI (quotation)

ISU_CNTR_L Date profile for optimized profile category in Interaction Center



The following special date types are used:

CONTSTART Start of current time slice

CONTEND End of current time slice

ISURQCONTEND Requested contract start

ISURQCONTSRT Requested contract end

ISU_PL_CTEND Planned contract end

ISUSUPSTART Move-in date / start of supply



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

The objective of structured documents is to manage large numbers of contracts in a virtualdocument and allow changes to be made easily and in parallel. To achieve this, the followingrestrictions and assumptions apply:

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

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

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

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

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

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

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

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

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

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

Object Inheritance Type

Date Reference

Business agreement Reference

Status Copy

Product Copy



Price Reference

Configuration Reference

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

IntegrationCustomizing for Transaction TypesYou make the settings for utility-specific transaction types in Customizing for CustomerRelationship Management under Utility Industries Transactions Settings for UtilityTransactions Define Transaction Types.

Make the following settings:

Transaction Type Key that identifies an transaction type

ClassificationUse of transaction type. Possible values: Standard transaction type A –Main item document B – Outline agreement document S – Subitemdocument

Quotations Indicator for quotation

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

Subitemtransaction type Transaction type for subitem documents (only for main item document)

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

Addition to subitem document:

Partner function

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

The other functions are not copied.

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

User status

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



Products in SAP IS-UUseThe IS-U/CRM integration scenario was facilitated by enhancing SAP IS-U to include theproduct. This means that a single product is known both in SAP CRM , as a piece of masterdata, as well as in SAP IS-U, in the form of a master data template that describes a product.

In case of activated CRM connection a product is uniquely assigned to each IS-U contract ata given time. An individual contract, however, can contain several different products along thetime axis.

The operand category Product-Related Operands is now also available. These operands arelimited to the period of the assignment of a product and are prorated in case of a versionchange or contract termination.

When a product is assigned to a contract, the maintenance of the contract, the installationand installation facts within the SAP IS-U system are subject to certain restrictions. Therestrictions are determined by the assigned master data template. All constants determined inthe template with the restriction "Only-When-Creating" are changeable, all other constants arenot. You can only change parameters from SAP CRM.

If the system cannot find a product reference, it assigns a dummy product.

The product information is saved in the new table EVERH in SAP IS-U. You can display theinformation by activating the corresponding screen using transaction ES20C in the contract.

If you want a time-dependent change (for example, in the case of a rate change), use SAPCRM to change the version. If a dummy product is assigned to the contract, no restrictionsapply.

If necessary, you can undo the product assignment from the IS-U system using the ProductAssignment Remove function in transaction EC60. This is useful, for example, if you needa rate constellation for which there is no master data template.

There are no restrictions for the change move-in date, cancel move-in, create move-out,change move-out date, and cancel move-out functions. You can execute them the same wayin both systems.

If you carry out a move-in in SAP IS-U, only a dummy product is assigned.

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



Products in SAP CRMThe following figure shows the components of the product workbench and their relationship toeach other. The individual components are described on the following pages in more detail.

Hierarchy

(Standard & user-defined)

View

(Web Info)

Product category(Utility)

Set type 1

Product category

(Service)

Product

(Eco-electricity)

Attribute 1

(Annual cons.)

Product category

(Electricity)

Product category

(Gas)

Product category( Residential customer)

Product category(Non-residentialcustomer)

Set type 1 (inherited)

Set type 2

Attribute 2

(Meter reading)

AttributesAttributes are fields that can be added to the product.

You process attributes in the easy access menu of the CRM system, under Master DataProducts Maintain Set Types and Attributes.

The attribute description is the name of the field as it appears in the product or servicecontract (only configurable attributes). You must assign a data definition or value table toevery attribute. In addition, you have the option to assign value ranges and to specify whetherseveral values are possible for the attribute. Then the attribute is assigned to one or severalset types.

In the above example, the Annual Consumption and Meter Reading attributes are groupedunder set type 1.

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



integrate the set types in the product hierarchy and then maintain them in the product. Whenyou create a contract, the system uses the default attribute values defined in the product.

You process set types in the menu of the CRM system under Master Data ProductsMaintain Set Types and Attributes.

For every attribute that is allocated to the set type, you can define, via the correspondingindicator, whether it is relevant for the configuration or relevant for BW and/or whether severalvalues of the attribute are possible. You can also assign a set type to a certain productcategory and define it as specific to the distribution channel.

Also assign a product category to the set type.

HierarchiesA hierarchy can be defined as a configuration hierarchy. The subcategories can containconfigurable fields and logic. Only one configuration hierarchy is permitted per productcategory. You can define the extended maintenance in the hierarchy as well. If you set thisindicator, all categories and set types of the hierarchy are generated in the Product ModelingEnvironment (PME). As a result you can use set types with several value attributes. Inaddition, you can define default values on category level. The extended maintenance isautomatically defined for configuration hierarchies.

If you use products in transaction that do not contain any organizational data,you must allocate the following set types to the product hierarchy so that youcan assign an organization-independent item category group:

Set type CRMM_PR_BTR Transaction-controlling fields

CRM_ISU_ATTR IS-U Attributes for Contract

CRM-ISU_VALUES Preassignment of Values for Lean Configuration

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



Product Processing in SAP CRM

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

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

Configuration view

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

Table view

In this view you define value tables.

Formula view

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

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

You process product categories in the SAP Easy Access Menu of the CRM system underMaster Data Products Process Categories and Hierarchies and in the CRM

WebClient-UI under Sales Transactions Product Hierarchies.

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

When you create a product, assign a product category. This product category determineswhich views and fields are available in the product. The attributes of some of these fields, forexample mandatory or hidden, can be defined in the product master settings. For mostproducts, a description and a base quantity unit is required. If the product is to be used for thecreation of documents containing organizational data, it must be assigned to a salesorganization and a distribution channel. You process product categories in the SAP EasyAccess Menu of the CRM system under Master Data Products Process Products

and in the CRM WebClient UI under Sales Transactions Products. For moreinformation on products in SAP CRM, see the Products section.

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



define the specific characteristics of a configurable product. Typical examples of suchconfiguration values are “Indicator for 2% discount” or “Connection power 6kW or 9kW”. Onceyou have entered the characteristic values, they are saved with the contract. These valuesare then connected exclusively to this contract. During replication of the CRM contract in SAPIS-U, these values can be transferred to the Master Data Generator in IS-U. If, for example,you grant 2% discount in the CRM contract, you can use the master data template in IS-U tocreate the relevant installation facts. In this way, IS-U Billing can also take the discount intoaccount when billing the contract. The are two ways to create a configurable product. You caneither use the integrated Product Modeling Environment (PME), or you can use the simplifiedconfiguration. Both options are described in more detail below:

Note

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

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

For more information on the configuration options, see:

Configuration with the Product Modeling Environment (PME)

Simplified Configuration



Product Configuration with PMEProcedureCarry out configuration using the Product Modeling Environment (PME) if complex rules existbetween the attributes.

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

Example

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

To generate a configurable product using the integrated Product Modeling Environment,maintain the necessary attributes:

For more information on product configuration with PME, see SAP Help Portal athttp://help.sap.com under SAP Business Suite SAP Customer Relationship Management

Components and Functions Basic Functions Product Configuration.

Proceed as follows:

1. Generate a service product for the aforementioned product category. Set theConfigurable indicator. Fill in all required entry fields. In the configuration view, checkwhether the configurable attributes are correct and if required, set the indicatorsmandatory or hidden.

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

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

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

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



Simplified ConfigurationPurposeSimplified Configuration with Generated Database Storage( BUS2000149 )As an alternative to configuration using Product Modeling Environment (PME), as of releaseCRM 2006s/2, you can add customer-specific fields to the utility contract by means of theEasy Enhancement Workbench (EEW).

Use the simplified configuration for simple value storage with simple checks.

The use of the simplified configuration in combination with the optimized utility contract itemhas the following advantages over configuration with the PME:

Significantly better performance

Less database memory required

Simplified error analysis

Simplified configurationThe reasons fort his are as follows:

No connection to IPC required

Fewer business partner relationships required

No quantities or price documents required

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

No SD partner for business partners required in backend system

IPC is not called in the Interaction Center so there is no switch of user interface

The disadvantages of the simplified configuration are as follows:

Possible dependencies between attributes have to be defined in the ABAP source code

The following restrictions only apply for the database storage generated by the EEW, not thecontainer storage:

The enhancement of the BDoc structures can result in invalidation of existing BDocs.

Transport and generation with the EEW cannot take place in productive operation

Do not select the Configurable checkbox when you create the product.

You have the following three options for data storage with the simplified configuration:

Storage in generated database tables (set types)

Storage in general container structures

Storage in customer enhancement of the item

All types of the simplified product configuration have the following in common:



Use of method GET_AVAILABLE_FIELDS in Business Add-In (BAdI)DEFINE_EDIT_EXT_ATTR.This BAdI is called when selecting the product in the document.

Use of method GET_AVAILABLE_FIIELDS_DEFAULT in BAdIDEFINE_DEFAULT_EXT_ATTR.This BAdI is called for each item line if the product is used.

The product attributes are displayed consistently on the user interface – that is, it not clearhow product configuration took place.

Simplified Configuration with EEW-Generated Database Storage( BUS2000149)As a prerequisite for this data storage, you must have created the set types and attributes thatyou want to integrate into the contract. For more information about creating set types andattributes, see the Products in SAP CRM [page 17].section.

To integrate the required set type and the respective field attributes into the utility contract,proceed as follows:...

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

When you create the enhancement, specify that you want to process a CRM businesstransaction. As the extension type, choose ADD_NEW_ITEM_COMPONENT.

An assistant leads you through the application.

2. Enter the technical name and the description for the business transaction component.

3. Select the set type that you want to integrate into the contract.

4. Specify that the new business transaction component must be valid for the followingitem object types:

Utility Contract Item CRM (BUS2000147)

Utility Contract Item (Simplified) (BUS2000149)

5. When assigning the new set type, select the Product-Independent indicator to denotethat the business transaction component is product-independent.

This allows you to use set types that are not assigned to a specific product category inthe utility contract. In this case, the system does not propose any attribute values thatare defined in the product master.

6. The system creates all necessary objects for the business transaction component (forexample, function modules and the user interface).

7. Allocate the new fields in Customizing for Customer Relationship Management underIndustry Solutions Utilities Industry Transactions Settings for ContractReplication Maintain Customer Enhancements.

8. For more information, see Customizing for the Utilities Industry in the documentation forthe Maintain Customer Enhancements activity.

You have added new fields to the utility contract. The system displays these fieldsautomatically in the IC WebClient during move-in, move-out, move-in/out and product change,and takes the fields into account during contract replication. Contract replication also takesthe attributes of the simplified configuration into account. You can allocate these attributes toindividual nodes and fields in the master data template in SAP IS-U.

The use of the simplified configuration with generate database storage provides the followingbenefits:

Suitable for mapping product templates – this means logical groups, as structures aregenerated

Relatively little memory required



Suitable for use during the project

A disadvantage of this configuration is its complexity.

Simplified Configuration with Container Storage (BUS2000149)As of release CRM 2007, you have the option to only add customer-specific fields to the utilitycontract using the Customizing settings. To do this, you use the Simplified Configuration withContainer as data storage.

You can use the attributes of the simplified configuration with the EEWB at thesame time as the attributes of the simplified configuration using containerstorage.

Proceed as follows to integrate fields into the utility contract:...

1. Define the new fields in Customizing for Customer Relationship Management underIndustry Solutions Utilities Industry Transactions Settings for ContractReplication Maintain Customer Enhancements.

For more information see the documentation for the Maintain Customer EnhancementsCustomizing activity.

2. In the Available Fields view, enter a parameter name and a short description.

Do not fill in the Business Transaction Component and Field Name fields.

3. Specify a data element that corresponds to the required field category - for example,CHECKBOX for a checkbox.

4. Make the settings for visibility if you only want the field to be visible for certain itemcategories or products.

5. You can influence the visibility by changing the Changeability, Visibility, Sorting, and IDfield.

If you have not defined restrictions for certain products or preassigned fields, and youhave chosen the generated view, the field is now available on the user interface and inthe replication. In this case, steps 2 and 3 are not required.

6. If you have restricted the visibility to certain products, allocate the hierarchy of yourproduct to the set types CRM_ISU_ATTR of view ISU_EXTENSION and define theattributes that you want to be available for this product.

7. If you want to preassign attributes with container storage, allocate the hierarchy of yourproduct to the delivered set type CRM_ISU_VALUES of view ISU_EXTENSION, and,in the product, maintain the name/value of the attributes that you want to bepreassigned to the field. Note that no input help or value checks are available in theproduct maintenance.

You have added new fields to the utility contract. These field are also displayed automaticallyin the Interaction WebClient during creation of a contract, ending of a contract, move-in/out ofa contract, and during product change. Contract replication also takes the attributes of thesimplified configuration into account. You can allocate these attributes to individual nodes andfields in the master data template in SAP IS-U.

Do not select the Configurable checkbox when you create the product.

Using the simplified configuration with container storage has the following advantages overthe simplified configuration with the EEW:

Better performance

No generation of structures or programs



Maintenance or enhancement of the product characteristics possible in productiveoperation, as this type of configuration only takes place via Customizing

No BDoc invalidation

One disadvantage of the configuration with container storage is that there is no input help forthe default values in maintenance for the product. However, input help is available inmaintenance for the contract.

For more information on how to proceed with the simplified configuration, see Enhancementof the Utility Contract [External].

Simplified Configuration with Database Storage in CustomerEnhancement Customer_I (BUS2000149)As of release CRM 2007 SP3, you also have the option to add customer-specific fields fromcustomer enhancement CUSTOMER_I via the Customizing settings.

For the enhancement Customer_I, proceed as follows:...

1. In the EEW, create a new project and a new enhancement.When you create the enhancement, specify that you want to process a CRM businesstransaction. As the enhancement type, choose ADD_NEW_FIELDS.An assistant leads you through the application.

2. Define the new fields.

3. Allocate these fields to the item and the subobject “Item Data for Customers”.

4. Allocate the new fields in Customizing for Customer Relationship Management underIndustry Solutions Utilities Industry Transactions Settings for ContractReplication Maintain Customer Enhancements.

This variant provides the following benefits:

Improved usability

No generation of new structures or programs

Relatively little memory required

Suitable for use during the project

No new set type of product required for preassignment

Fields can be used from previous projects and are automatically maintainable in theconfiguration. They are also available in the master data generator or are replicated inIS-U.

One disadvantage of this variant is that there is no input help for the default values inmaintenance for the product. However, input help is available in maintenance for the contract.

Product-Dependent PreaasignmentYou can preassign configuration values when you create quotations and contracts.

You can do this using the process framework or using the product maintenance.

To preassign values using the product maintenance, assign the set types used in the EEWBgeneration to the product and in Customizing under Transactions Settings for ContractReplication Maintain Customer Enhancements, select the Default Value for Productindicator for the respective attributes.



Product Processing in SAP IS-U – Master DataGeneratorUseThe replication of business partner and business agreement is carried out by the CRMstandard. For information on the necessary settings see the Set-up and Load Guide forBusiness Agreement/Contract Account [External] and the Set-up and Load Guide forBusiness Partner Relationships/Roles [External].

The IS-U Master Data Generator [External] plays an important role in the replication oftechnical objects (connection object, premise, point of delivery) from SAP CRM to SAP IS-U:

Technical objects such as points of delivery must be replicated from SAP CRM into SAPIS-U. Master data templates with the template category CRMTECHOBJ are used forthis purpose.

During the replication of the CRM contract items, contracts must be created in SAP IS-U,among other things. These data changes are made in SAP IS-U with master datatemplates of the category CRMNEWCONTRACT.

You maintain Master Data Templates [External] in Customizing for SAP Utilities, underCustomer Service Master Data Generator Define Master Data Templates.

CRMNEWCONTRACT is currently the only template category to which you can assign aCRM product. When you create a master data template with this category, you must enter aCRM supply product, suited for contract items, in the header data. When you create acontract item in SAP CRM, the master data template that carries out the respective masterdata changes in SAP IS-U is identified by means of the CRM utility product. This means,there is a close relationship between the CRM product and the respective master datatemplate, which you must consider when creating the master data template.

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

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



Node Attribute

Connection object HAUS

Premise VSTELLE

Point of delivery INT_UI

Utility installation ANLAGE

Billing-related device installation MATNR, SERNR, ZWNUMMER

Move-in EINZDAT, VKONT

Configuration ParametersOnce a product has been assigned to the template, the input help (F4 key) is fully available inprocessing mode. When assigning a parameter to an attribute, you can request the name ofthe parameter from the input help. If the CRM supply product is configurable, the values fromthe PME Configuration [Page 21] and the simplified configuration are also available in therespective master data template. When you maintain the parameter names, you can use theinput help in the configuration to find the names.

You must define, to which node and to which attribute a value is to be transferred from theconfiguration parameters.

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

Additional ParametersYou can use other parameters in addition to the ones mentioned above.

However, these are not automatically populated with values. To assign values to theseattributes, you must use the BAPIs ECRM_CRM_UPLOAD or ECRM_CRM_DOWNLOAD.

Status of a Master Data TemplateThe status of the master data template is displayed in the Header Data tab page of thetemplate. The possible instances depend on the category of the master data template. Thestatuses are maintained via the menu bar Master Data Template Change Status or byusing the button. The templates can only run through the statuses in a defined sequence(Active Released Obsolete).

Undefined (blank):

The template is in an undefined status and can be deleted without any problems.

Active voice:

The template is in process. No productive use is possible.

Released:

The template is in productive use: The CRM product of the template cannot be used inanother template.



Obsolete:

The template is only needed for the documentation. Active use is no longer possible. You canassign the CRM product to another template.

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

Category Changes With Master Data TemplatesIf required, we can extend our master data template categories, add attributes, or delete orchange the attributes of nodes for the template category. The system automatically comparesthe category and template to ensure that the changes are taken into account in all thetemplates to be processed.

As soon as you call a master data template in processing mode (can only occur in the statusUndefined or In Process), the master data template is automatically compared with themaster data template category and changed. This ensures that changes to the master datatemplate categories delivered by SAP are incorporated in all templates that are not inproduction yet. However, you still have to save this change. As soon as you call up themaster data template in the change mode, the comparison takes place. You are thenrequested to save the changes, although you might not have made any changes to thetemplate. If this happens, the category of the template has changed. Accept these changes.Otherwise, incompatibilities can arise and the template can become unusable.



Initial Load of ContractsPurposeOnce you have carried out the initial download of business partners, contract accounts andtechnical objects, you can start the initial download of contracts. First, read the informationabout products and product configuration in the SAP Solution Manager.

Note that you can only start the initial download of contracts once you havecompleted the initial download of the business partner and contract accounttechnical objects.

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

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

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

If the product allocation was not successful and a download was not successfully executed,you can delete the entries in the table EVERH. If necessary, check and correct the masterdata templates and restart the report.When you have successfully carried out these actions, start the initial download, in the CRMsystem, with the object SI_CONTRACT. To do this, choose transaction R3AS (Start InitialLoad).

PerformanceThe initial load is not automatically processed in parallel in IS-U.

If you want parallel processing to take place, first start an initial load with a small number ofcontracts. To do this, create a contract number filter for the object before you start the initialload. Execute the initial load. Extend the contract filter to the entire number range. Now planmultiple requests with restricted contract number areas that do not overlap.



Identification Settings in the Interaction Center

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

Authorization to create persons

Authorization to create contacts

Authorization to create organizations

Authorization to create group

Authorization to create business agreements

Standard business partner grouping assigned to a business partner on creation

Standard business partner type assigned to a business partner on creation

Business partner role 1, on creation of a business partner



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

Automatic confirmation of objects (business partner, contact, business agreement,technical objects) if a search result is unique.

Automatic continued search for dependent objects (business partner, contact,business agreement, technical objects) once an object has been confirmed.

Example

Following a successful business partner search, the system automatically searchesfor the assigned premise.

Standard Settings

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

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



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

Standard Settings

For all standard search requests, the individual attributes are predefined in tableCRMC_IU_QUERY_S. However, you can overwrite these settings in tableCRMC_IU_QUERY_C.

Example

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

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

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

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

Standard Settings

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

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



Contract-Related ProcessesFeaturesThe following figures provide an overview of the delivered processes.

Quotation Contract

ISUQ LeanISUQ LeanISU5 ClassicISU5 Classic ISUL LeanISUL LeanISU0 ClassicISU0 Classic

Header ( Document Level )Header ( Document Level )

ItemItem

Header ( Document Level )Header ( Document Level )

ItemItem

Processes in IC

IUDC Changes to DatesIUD3 Changes to DatesIUQC Create QuotationPCH1 Product Change Part 1 (Terminating Item)IUMO Contract End DateIUMI Contract Start DateIUCN Cancel contract

IUDC Changes to DatesIUD3 Changes to DatesIUQC Create QuotationPCH1 Product Change Part 1 (Terminating Item)IUMO Contract End DateIUMI Contract Start DateIUCN Cancel contract

IUQA AcceptIUQJ RejectIUQR ReleaseIUQH Change Quotation

IUQA AcceptIUQJ RejectIUQR ReleaseIUQH Change Quotation

Quotation ContractIUSQ LeanIUSQ Lean IUSL LeanIUSL Lean

Header ( Document Level )Header ( Document Level ) Header ( Document Level )Header ( Document Level )

Processes in C&I CRM2007

IUQH ChangeIUQH Change

IUQA AcceptIUQJ RejectIUQR ReleaseQCAL Trigger CalculationQCAR Reset Calculation

IUQA AcceptIUQJ RejectIUQR ReleaseQCAL Trigger CalculationQCAR Reset Calculation

UCQR Create QuotationUCQR Create Quotation

IUCI Change ContractIUCI Change Contract



Quotation ContractIUSQ LeanIUSQ Lean IUSL LeanIUSL Lean

Document header levelDocument header level Document header levelDocument header level

Processes in C&I CRM 7.0

IUQH Change quotation ( background process )IUQH Change quotation ( background process )

IUQA AcceptIUQJ RejectIUQR ReleaseQCAL Trigger calculationQCAR Reset calculationUQCO Duplicate

IUQA AcceptIUQJ RejectIUQR ReleaseQCAL Trigger calculationQCAR Reset calculationUQCO Duplicate

IUMO Contract end dateIUSE Service end dateQCON Create new quotation from contract

IUMO Contract end dateIUSE Service end dateQCON Create new quotation from contract

IUCI Change contract ( background process )IUCI Change contract ( background process )

IUMQ StructuredIUMQ Structured

Document item levelDocument item level

QACI Accept quotation for single itemQCAL Trigger calculationQCAR Reset calculationIUST Change item status

QACI Accept quotation for single itemQCAL Trigger calculationQCAR Reset calculationIUST Change item status

UIMI Insert main itemUISI Insert subitemUIDE Delete subitemUIRE Reassign subitem

UIMI Insert main itemUISI Insert subitemUIDE Delete subitemUIRE Reassign subitem

IUMC StructuredIUMC Structured

IUMO Contract end dateIUSE Service end dateQCON Create new quotation from contractIUD3 Reverse move-out (SP2)IUDC Move move-out date (SP2)IUCN Reverse move-in (SP2)IUDC Move move-in date (SP2)

IUMO Contract end dateIUSE Service end dateQCON Create new quotation from contractIUD3 Reverse move-out (SP2)IUDC Move move-out date (SP2)IUCN Reverse move-in (SP2)IUDC Move move-in date (SP2)

Document item levelDocument item level

You will find information on the following topics:

Accept Quotation

Product Change



Integration of Processes in the User InterfaceScenario – Selling Energy Supply Products (Interaction Center)In the CRM WebClient, the processes are integrated in user role UTIL_IC for the QuotationManagement and Contract Management applications.

Scenario – Selling Energy Supply Products (Key Account Management)In this scenario, we distinguish between processes at document level and processes at itemlevel. The processes assigned in Customizing are available on the user interface in thefollowing places:

Document HeaderPushbutton Processes, which leads to a selection dialog box to start the definedprocesses.

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

Create Contract in Interaction CenterTechnical Process FlowIn the call center, the process starts from the process framework of the process allocated toprocess category “IUMI”.

In the standard version, this is process CONTRACT_START with the process implementationCL_CRM_IU_PR_CNTR_START_HD at header level, and CL_CRM_IU_PR_CNTR_STARTat item level.

First, the start implementation of class CL_CRM_IU_PR_CNTR_START_HD is executed. Thedocument header is created with the transaction type defined in Customizing for the process.

The start method of class CL_CRM_IU_PR_CNTR_START is then called at item level. A newitem is created for the document. The point of delivery, product, and start of contract are thendefined by means of user interaction. The relevant interface methodsIF_CRM_IU_PROCESS~ON_DATE_CHANGED,IF_CRM_IU_PROCESS~ON_POD_CHANGED, andIF_CRM_IU_PROCESS~ON_PRODUCT_CHANGED are then called within the processimplementation. These control the creation and changing of deregulation messages as wellas the selection of prior contracts.

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

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

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

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



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



Product ChangeUseThe product change and the reversal of the product change are actions that can be performedin the CRM transaction for individual utility contract items.

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

Example

CRM Contract Item and IS-U Contract

IS-UC

RM

Contract item 10

Contract 1000

Product A

Product A

Contract start

Nocontract end

Time

You create a contract in SAP CRM. You also create a transaction with the contract item 10and product A.

The replication generates contract 1000 in SAP IS-U. Product A is allocated to the contract.

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

Use the “Product Change” process to make changes to a utility product within a contract.



Example

Product Change in SAP CRM

IS-UC

RM

Contract item 20

Contract 1000

Product B

Product B

Old contract item endedProduct A

Contract item 10

Status Ended due to prod. chg

Status Started due to prod. chg

Product A

New contract itemstarts on date ofproduct change

Product change, nocontract change

In SAP CRM, you carry out the Product Change process for contract item 10.

The product change terminates contract item 10 with product A. The contract end date isset to the date of the product change minus one day. Contract item 10 is assigned thesystem status Terminated Due To Product Change.

A new contract item 20 with product B is created. The contract start date is the date of theproduct change. Contract item 20 is assigned the system status Started Due ToProduct Change. Contract item 20 is allocated to the same point of delivery as contractitem 10.

The corresponding IS-U contract, 1000, is not subject to final billing at the time of theproduct change. Only the product-related data (rate change, and so on) are changed.

If you incorrectly perform the product change, or use incorrect information, you may have toreverse the product change. This is supported by the Reverse Product Change action.



Example

Reverse Product Change

IS-UC

RM

Contract item 10

Contract 1000

Product A

Product A

Contract end dateand status Ended

due to ProductChange deleted

Pr. B

CI 20

Rev.Status ReverseProduct Change

Only product A

Contract item 20:Cancelled and ended at

contract start date

You reverse the product change for contract item 20

This action terminates contract item 20. The contract end is set to the contract start date.The system status Started Due To Product Change is deleted and replaced by thestatus Reverse Product Change.

The contract end is deleted for contract item 10. The system status Terminated Due ToProduct Change is also deleted. You can now perform new product changes forcontract item 10 (at a different date, for example).

The IS-U system ensures that contract 1000 is billed for the entire period using the billingdata belonging to product A.

Contract 1000 now once again corresponds to contract item 10 for the entire period.Contract item 20 no longer has an IS-U contract.

Product Changes from the User’s Point of ViewIdentify the business partner and the premise.

Go to the contract processing screen and select the relevant contract item.

Start the process for changing the contract. In the process selection, start the ProductChange process.

You can also reverse the product change usging the process selection for the contract item.

RestrictionsThe following restrictions apply to product changes. They exist to ensure consistencybetween the CRM contract items and IS-U contracts.

You cannot perform a product change on a contract item that has not been ended.



You can perform an additional product change on a contract item that was itself generatedby a product change.

The date of the product change must be later than the start of the contract item.

You can no longer change the end date of a contract item that was ended due to a productchange. You also cannot change the start date of a contract item that was started dueto a product change.

You cannot delete a contract item that was created as the result of a product change.

Product Change Reversal

Prerequisites and Consistency Requirements:

Only items that have the system status Started Due To Product Change can be reversed.

You can only reverse contract items that have not ended (most recent CRM contract itemfor IS-U contract)

If the product was a dummy product before the change, it is not possible to regenerate theold status in the rate data of the installation after the product change is reversed.You have to do this manually in SAP IS-U.

A uniquely identifiable previous item with the following attributes must exist for the item:- Same point of delivery- System status Ended Due To Product Change- Contract end = Contract start for current item minus 1 day

If the system cannot uniquely identify the previous item, an inconsistency exists. Thismeans that the reversal is not possible.

You cannot change the schedule date of a contract item that resulted from a reversedproduct change.

Customizing SettingsThe product change is started and controlled by the process framework.

For more information see the documentation for the process framework.

As standard, the product change is allocated to the DEFAULT profile with process categoriesPCH1 and PCH2.

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



Example

Cancel Product Allocation in SAP IS-U

SAP

IS-USA

PC

RM

Contract item 20

Contract 1000

Dummy product

Dummy product

Product A

Contract item 10

Status Started due to Prod.Chg

Status Ended due to Prod. Chg

Product A

New contract itemwith dummy product

Cancel productallocation

In SAP IS-U, you use transaction EC60 (move-in/out) to delete the product allocation forcontract 1000.

As of the required date, the product is allocated to the dummy product.

In SAP CRM, the contract item 10 - that belongs to contract 1000 - is ended. It is given theEnded Due To Product Change status.

In SAP CRM, the new contract item 20 with the status Started Due To Product Change isgenerated together with the dummy product.

Mass Product ChangeThe report EMASSPRODCHANGE is available in SAP IS-U for executing a mass productchange. You use this report to make a product change for a large number of contracts.

You have the following options:

Selection by product or contract number intervals

Configuration changes

Adjustment of budget billing plans

Print confirmation of rate change

Delayed replication or replication in groups of new time slices to SAP CRM

For the Customizing settings, go to Customizing for SAP Utilities under Customer ServiceCRM Integration Mass Product Change.



Contract Reversal (Move-In Reversal)PurposeYou can terminate a contract on the contract start date as illustrated below:

SAP CRM SAP IS-U

Automatic move-in reversal

Delta upload is triggered

Customer

Customer calls utilitycompany andrequests the

reversal of their order

Start master data generator

Move-in reversal(for example, transaction EC53E)

Cancellation of contract at start date(reversal) under Cancellation tab pageCancellation reason: Move-in reversal

in SAP IS-UCancellation rule: Cancellation at

contract start date

When the contract is cancelled,the end date is set automatically.Canceling party: IS-U contract

reversalCancellation reason: Move-in

reversal in SAP IS-UCancellation rule: Cancellation at

contract start date

or

PrerequisitesIn CRM, SAP already provides the most important settings for cancellation. You can find thecorresponding activities in Customizing for Customer Relationship Management underTransactions Settings for Contracts Cancellation.

The following settings should already be in the system:

ISUC canceling party (IS-U contract cancellation)

ISUC cancellation reason (move-in reversal)

Cancellation rule 0008 - cancellation before contract start date

ISUC cancellation procedure - IS-U cancellation on contract start date



The Customizing of the date profile integrates the Cancellation tab strip in the item category.In Customizing for the CRM system, you make these settings under Customer RelationshipManagement Basic Functions Date Management Define Date Profile and AssignDate Profile to Item Category.

You find the 'ISU_001’ date profile in the standard system. The following entries should existin the date profile for the date types:

Date type CANCDATE (cancellation date)

Date type CANCRECEIVE (date of cancellation receipt)

Date type CANCREQUEST (cancellation request)

The cancellation is started in Contract Management and controlled by the process framework.In the deregulation scenario, a message is created. In a regulated environment, you can enterthe cancellation data directly.



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

Note the basic settings for the product proposal in Customizing under SAPUtilities Customer Service CRM Integration Product Proposal.

The customer consumption segment is the basis for the product proposal. This is allocated toa product catalog in the IMG. You can use customer-specific settings in the business add-into adjust the product proposal to meet your own requirements. For example, you can controlwhich products the system proposes based on the premise address or the customer’s creditrating.

Billing simulation allows agents to inform customers of upcoming bill amounts or budget billingamounts. Billing of a sample contract with the selected product is also simulated in SAP IS-U.

The following documentation provides information on the following points:

Settings in the ERP System for Use of Billing Simulation in Product Proposal [page 44]

BAdIs for Product Proposal [page 45]

Use of Interactive Scripting for Product Proposal [page 47]



Settings for Billing Simulation in the Product ProposalFor the product proposal in the Interaction Center, the ERP system executes simulationscenarios belonging to category 1 Simulate Period with Rate Category Comparison andcategory 10 Simulate Any Number of Orders with Rate Category Comparison. The scenariothat is used is defined in the customer consumption segment. You make the required settingsin Customizing for SAP Utilities under Customer Service CRM Integration ProductProposal Define Customer Consumption Segment. For a customer consumption segmentwith an entry in the Simulation Period in Days (Sim. Days) field, the system executes thescenario belonging to category 1. If the Number of Periods for Simulation (Periods) fieldcontains an entry, the system executes the scenario belonging to category 10.

Proceed as follows: Create a scenario for each category in Customizing for SAP Utilitiesunder Contract Billing Billing Execution Define Simulation Scenarios. In the SimulationScenario from External Call (ScE) field, enter the value 3 Product Proposal (ICWC). It is notnecessary to fill in any other fields in order to execute the simulation scenario in theInteraction Center. There can be only one simulation scenario with the value 3 in the ScE fieldfor each category.

Simulation Scenario: Simulate Any Number of Orders with Rate Category Comparison

In the customer consumption segment, you specify how many billing orders are simulated forthe product proposal. The simulation results are projected for the number of days defined inthe customer consumption segment. In the Interaction Center, the system then displays theprojected amount for each product.

If you want to check the simulation results in the ERP system, you can display the simulatedbilling documents. To do this, use transaction EASIM (Simulation Scenario: Initial Screen) inthe ERP system.In this case, it is necessary to make other Customizing settings for the simulation scenario:Select the Dialog indicator in the activity Define Simulation Scenarios so that you can selectthe simulation scenario in transaction EASIM. Also select the Period Consumption indicator ifyou want to enter a period consumption value. The Gross Lines indicator determines that taxis calculated and the amounts displayed are gross amounts.

The simulation product catalog determines which CRM products are simulated for the productproposal. You can allocate the simulation product catalog for each customer consumptionsegment and risk class. Behind every CRM product there is a master data template belongingto category CRMNEWCONTRACT. This contains the rate category used for the simulation.

If you want to use transaction EASIM, define all rate categories that correspond to the CRMproducts in the simulation product catalog as replacement rate categories. To do this, chooseContract Billing Billing Execution Define Simulation Scenarios in Customizing for SAPUtilities and choose the structure node Alternative Rate Categories for Simulation. For newcustomers, enter the rate category of the sample contract that you maintained for thesegment item or the CRM product. For existing customers, enter the current rate category ofthe customer.

Alternatively, you can call transaction EASIM separately for each sample contract withoutmaintaining alternative rate categories for simulation. In this case, the system only simulatesthe rate category of the sample contract.



BAdIs for Product ProposalAll the Business Add-Ins (BAdIs) for the product proposal are grouped together in theenhancement spot ISU_PRODUCT_PROPOSAL. Here, you can also find documentation onusing the BAdIs as well as a description of the standard implementation. The following BAdIsexist for the product proposal:

ISU_PRP_AMOUNT

You can use this BAdI to implement the conversion for displaying the amount fields BasicCharge and Unit Price. In the standard implementation, two decimal places are provided.

ISU_PRP_DETERMINE_BASECHARGE

You can use this BAdI to determine a basic charge. There are two example implementations.The first one uses the billing document items as a basis for determining the basic charge,whereas the other uses the consumption history to determine the basic charge. For moredetailed information, see the BAdI documentation.

ISU_PRP_DETERMINE_PERCONSUMPT

You can use this BAdI to determine the period consumption for a contract. A customer-specific implementation is not usually necessary here. For information about determining theperiod consumption from the consumption history and allocation to registers, see the BAdIdocumentation.

ISU_PRP_DETERMINE_UNITPRICE

You can use this BAdI to determine a unit price. There are two example implementations. Thefirst one uses the billing document items as a basis for calculating the unit price, whereas theother takes the consumption history into account. For more detailed information, see the BAdIdocumentation.

ISU_PRP_INPUT_DATA

This BAdI checks the simulation parameters for the product proposal. In the standardimplementation, newly entered period consumption values are checked to determine whetherthey lie within the tolerance band defined for the customer consumption segment item.

ISU_PRP_INST_CONST_FOR_SEGMENT

A product proposal is only possible for simple installation structures. This BAdI checkswhether an installation structure contains single-rate meters or double-rate meters. Youshould not change the standard implementation. For more information, see the BAdIdocumentation.

ISU_PRP_PC_CONTR_SEGM_ASSIGN

The standard implementation of this BAdI determines the meter category of the contract to besimulated. If the meter category does not match the meter category of the segment, theperiod consumption is divided using the factor defined in the segment, or the consumptionvalues are added together.

ISU_PRP_PREPARE_FACTS

We recommend that you do not change the standard implementation of this BAdI. Read theBAdI documentation before you create your own implementation.

ISU_PRP_SAVINGS

This BAdI compares the costs of individual products. The BAdI documentation describes howthe savings are calculated in the standard implementation.

ISU_PRP_SIM_RESULTS



This BAdI performs the simulation. Each product is called separately. The contract, ratecategory, and simulation scenario to be used are transferred. Read the BAdI documentationbefore you create your own implementation.

ISU_PRP_START_DATE

In this BAdI, you define the date on which you want the simulation to begin. There is astandard implementation, in which the start date for new business partners is set to the firstday of the next month. For existing customers, the start date is set to the end of the last billingrun plus one day.



Use of Interactive Scripting for the Product ProposalInteractive scripting allows companies to create scripts that lead agents through interactionwith a customer. Interactive scripting structures the customer contact for an agent andimproves the quality of the contact.

The script is a guide through every processing step during contact with a customer. Agentsenter customer’s comments in the script. The customer’s answer determines which step isdisplayed next in the script. These steps can be questions with a choice of answers, businesstransactions, web documents, or other activities in the Interaction Center.

You can use scripts to collect information about customers. You can then use this informationas decision-making criteria for a targeted product proposal.

For more information on using interactive scripting for the product proposal, see thedocumentation for business add-in CRM_ISU_PRP_SIM_PARAMETER in CRM. Calltransaction SE18 and enter business add-in (BAdI) CRM_ISU_PRP_SIM_PARAMETER.Select BAdI CRM_ISU_PRP_SIM_PARAMETER from the list of BAdIs and navigate to thedocumentation.



Address ManagementWhen you create a CRM contract, the system uses the premise addresses as the businesspartner addresses, or restricts them to a specific time frame. The address managementfunction controls what happens with the premise addresses in accordance with the contractprocess. The validity of the contract corresponds with the validity of the address. For example,in the event of a reversal (in simple cases), the address is deleted from the business partnerdata. Both process steps can be controlled using Customizing settings.

The following contract processes are available in SAP CRM:

Create contract

Change contract

End contract

Reverse contract

Create quotation

Customizing Settings and Their EffectsCreate contract

If the relevant indicators are selected in Customizing, the system uses the premiseaddress as the default address or additional address.

Change contract

If you used the premise address in the business partner data and you now change thevalidity period of the contract, the system adjusts the validity period of the addressaccordingly.

End contract

If you end a contract and the premise address was used as an additional address (nota default address) in the business partner data, the system restricts the validity of theaddress accordingly.

Reverse contract

In simple cases of contract reversal, the address is deleted from the business partnerdata. You can control this process in Customizing.

Create quotation

If the relevant indicators are selected in Customizing, the system uses the premiseaddress as the default address or additional address.

The following Customizing tables are relevant for the contract processes:

Table CRMC_ISU_ADM_CUS in the Customizing activity Address Management in theCRM system under Industry-Specific Solutions Utility Industries TransactionsAddress Management

Table CRMC_ISU_ADM_PRO in the Customizing activity Process Reasons for theAddress Maintenance under Industry-Specific Solutions Utility IndustriesTransactions Address Management Process Reasons for the AddressMaintenance.



The Customizing activities and their purpose are described below:

Customizing Activity Address Maintenance (Table CRMC_ISU_ADM_CUS)

Entry/table column Definition Use

Item Category Key that identifies an itemcategory.

An item category defines theattributes and characteristicsof a transaction item andtherefore controls how an itemis processed.

Copy Address Determines whether thepremise address is usedautomatically during a salesprocess or when creating aquotation.

Select this indicator if youwant the premise address tobe used automatically.

Use Address as DefaultAddress (Default)

Controls whether the premiseaddress is automatically usedas the default address.

Select this indicator if youwant the address to be usedas the default address.

Address Type You can maintain the possibleaddress types in Customizing.

In business partnermaintenance, you can use theAddress Use function toallocate address types tobusiness partner addresses.

Example:

Correspondence address

Delivery address

Limit Address Validity (LimitVal.)

Controls whether the validity ofthe premise address isrestricted to a specific timeframe when a contract isended.

Select this indicator if youwant the validity of thepremise address to end whenthe respective contract ends.

Limit Address Usage (LimitUse)

Controls whether the use ofthe premise address isrestricted to a specific timeframe when a contract isended.

Select this indicator if youwant the use of the premiseaddress to end when therespective contract ends.

Dependencies:

The premise address is notused as the default address.

Postal Delay

(Post Delay)

Controls the validity of theaddress when the premiseaddress is used.

Enter how many days inadvance the premise addressshould be taken into account.

Example:

You have defined the movingdate and the contract startdate as June 1st. In the PostalDelay field, enter the value<3> so that the new address isvalid in the system as of May29. Then ensures that any



mail is sent to the newaddress.

Interval Defines by how many days theaddress validity can vary fromthe contract or quotation startdate when a default address ischanged.

Enter the maximum number ofdays that the address validitycan vary.

Country Enter the country for newaddresses in the IC WebClient.

Customizing Activity Process Reasons for the Address Maintenance (TableCRMC_ISU_ADM_PRO)

Entry/table column Use

IS-U Process Definition Key (Process) Enter the country for new addresses in the ICWebClient. The process ID uniquely identifies achange process.

IS-U Process Reason Key (Reason) The process category contains a group ofchange processes that belong together.

Example:ISTA – Process category for contract changes

Retain Address In the event of a reversal, the businesspartner’s additional addresses are deleted.

Reset Standard Address In simple cases, the previous default address isreinstated after a reversal.

BAdI: Adjustment of Customizing Settings

Read the documentation for this Customizing activity.

BAdI: Validity Start Date


BAdI: Check of Validity Start Date


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Documents