28/7/2014 Dunning Notices - Functions for the Interaction Center (Utilities Industry) - SAP Library

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Dunning Notices

The Interaction Center agent can search for, display, and reverse dunning notices, and link dunning
notices to the current contact. The agent can also display details of the dunning notice, the dunning
items, the dunning activities, and dunning reductions. The agent can navigate from the list of dunning
items to the document display for a specific item.
Integration
When you access the functions for dunning notices, the system responds differently depending on which
master data you confirmed beforehand:
If you have confirmed the following master data, the system automatically displays a list of the
dunning notices found and the dunning header:
Account
Account and business agreement
Account and contract
If you have not yet confirmed an account, the system displays the dunning search first.
Features
The following functions are available for dunning notices:
Search for dunning notices
Cancel dunning notices
Display dunning items
From the display of dunning items, you can access the document display in the account balance
by using the document number of the item.
Display dunning activities
Display dunning reductions
Link dunning notices to the current contact
Display and create dispute cases for a dunning notice and for the confirmed master data
If you want to display and create dispute cases for a dunning notice and the confirmed master data, you
must activate one of the following business functions:
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28/7/2014 Dunning Notices - Functions for the Interaction Center (Utilities Industry) - SAP Library
http://help.sap.com/saphelp_crmhana/helpdata/en/4c/722ea96a9d50d2e10000000a42189b/content.htm?frameset=/en/ec/08533f57073e78e10000000a114084/frame 2/2
Financial Customer Care for Contract Accounts Receivable and Payable (FI-CAX) (CRM_FICAX_1)
FCC for Telecommunications (CRM_TEL_1)
Energy Retailer (CRM_UT_ER_1)
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