26/2/2015

ProductProposal:ConfigurationoftheBackendSystemFunctionsinEnh.Cust.ServiceandSalesinICforUtilitiesSAPLibrary

TheBestRunBusinessesRunSAP

SAPBusinessSuite

SAPCustomerRelationshipManagement

SAPCRM7.0EHP3

ProductProposal:Configurationofthe
BackendSystem

Beforeyoucanusethe ProductProposal functionfortheInteractionCenterWebClientinSAPCRM,

youhavetocarryouttheCustomizingprocessesdescribedbelowintheSAPERPBackendSystem.
Theproductproposalfunctionallowscallcenteragentstoselectthemostsuitable SAPUtilities
productforacertaincustomerandcustomersegmentfromaproductcatalog.Foreachproduct,the
systemcalculatesatotalamountbasedonthecustomer'speriodconsumptionandusesthisinformation
asabasisforcomparingproducts.
TheseproductsoriginatefromtheCRMsystem.However,duetoISU/CRMintegration,wecanconsider
themtobespecialISUproducts.Fortheproductproposal,thebundlingofproductsinaproductcatalog
takesplaceentirelyinSAPISU.Thismeansthat(incontrasttotheproduct)theproductcatalogused
herehasnothingtodowiththeproductcataloginSAPCRM.Theissueofhowthecallcenteragent
processestheuserinterfaceisdescribedinmoredetailunderProductProposal.Thissectionfocuses
primarilyonthenecessarybackendCustomizing.InbackendCustomizing,youcancontroltheselection
ofproductsorproductcatalog,theentryofadefaultvaluefortheperiodconsumptionontheIC
WebClientuserinterface,aswellashowcertaininstallationfactsareusedfortheproductsimulation.
Simulationscenarios,inwhichyoucansettheaccuracyaccordingtoyourrequirements,areprovided
forcalculatingthetotalamountofaproduct.

Prerequisites
TheProductProposalfunctionfitsinwithotherUtilitiesICWebClientfunctionssuchasMeterReading,
BudgetBillingPlan,andsoon.
Currently,youcannotusedynamicperiodcontrol(DPC)relatedsimulationscenariosfortheProduct
Proposal.Anotherprerequisiteisthatthepermittedinstallationstructuresofthedifferentcontract
templatesandtheexistingcustomersmusthaveaverysimpleformsothattheycanbebrokendown
forcomparisonpurposes.Thismeansinstallationswithasingleratemeterorinstallationswithadouble
ratemeter.AstheProductProposalismorerelevantforresidentialcustomersinitscurrentform,this
prerequisiteisgenerallyfulfilled.
Primarily,youhavetomakethesettingsinthecorrespondingIMGnodesfortheProductProposaland
thesimulationscenarios.Ontheonehand,youhavetomaintainthe SimulationProductCatalog and

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ProductProposal:ConfigurationoftheBackendSystemFunctionsinEnh.Cust.ServiceandSalesinICforUtilitiesSAPLibrary

DefineCustomerConsumptionSegment viewclustersinCustomizingfor SAPUtilities under

CustomerService CRMIntegration ProductProposal .Ontheotherhand,youhavetomake
particularsettingsforthesimulationscenariosinCustomizingfor SAPUtilities under Contract
Billing BillingExecution DefineSimulationScenarios aswellasunder Tools System
Modifications UserDefinedEnhancementsforBilling CustomerSpecificCategoriesforSimulation
Scenarios .

Process
ProductSimulationCatalog:
Intheproductsimulationcatalog,definealladmissibleproductsfortheproductproposal.Anadmissible
productisaCRMproductasdescribedabove.Thesystemautomaticallydeterminesadivisionforthe
product.Youmustalsoenteroneofthetwopermittedinstallationstructurecategories.Thisplaysa
significantroleduringtheallocationtothecustomersegmentitemdescribedbelow.Forexample,
productswhoseinstallationstructurecategorycorrespondstoaninstallationwithexactlyonemetercan
onlybesimulatedforacustomersegmentitemthatisintendedforasingleratemeter.Itisnot
necessarytospecifyacontracttemplateatproductlevel,butifyoudo,itcanbeusedtooverrideother
possibleentriesatcustomersegmentitemlevel.Thismeansitispossibletoensurethattheproduct
simulationhasspecificattributes(notonlyfacts).Acatalogisthensimplyacollectionofsuchproducts.
Youallocateaproductcatalogtoacustomersegmentandariskclasslateron..
CustomerConsumptionSegment:
Inthecustomerconsumptionsegment,youdeterminethesimulationscenariotobeused.Thescenarios
AnyPeriodinDays or AnyNumberofRegularBillingPeriods areavailable.Tobalanceoutseasonal
deviationsforexample,youcanatfirstdefineamuchlargerperiodthantheregularbillingperiodand
projecttheendresultforanaveragebillingperiod.Youalsodeterminethebudgetbillingprocedurethat
youwanttousehere.
CustomerSegmentItems:
Inthecustomerconsumptionsegmentyoudefinethedetailedstructurethatis,theexactdivisionof
thesegmentintocustomersegmentitemsbydivisionandmetercategorywiththedefaultvaluesthat
arevalidatthetimefortheperiodconsumption.Callcenteragentscanchangethedefaultvaluesonthe
userinterfacewithinacertaintoleranceband.Thesystemusesdatafromacontracttemplateatthis
levelifthedataisnotoverriddenbyacontracttemplateatproductlevel.Youhavetoenteraregister
codesothatthesystemcanuniquelyallocatetheperiodconsumptiontoanonpeakoroffpeakmeter.
SegmentRiskClass:
Inthistable,youallocateaproductcatalog.Youalsohavetheoptiontodefineifandwhenacallcenter
agentcanchangeadefaultbudgetbillingcycle.Youcanalsocontrolthecalculationofthebudgetbilling
amountcompletelyseparatelyfromthenormalbillingperiod,ifnecessary.
SimulationCharacteristics:
Youhavetheoptiontoentersimulationcharacteristicsatcustomersegmentitemlevel,whichyoucan
useasinstallationfacts.Anexplicitentryofthiskindand/orenteringconstantsinthemasterdata
templatefortheproductsalwaysoverrideotherinstallationfactsofthecontracttemplatesatcustomer
segmentitemleveloratproductlevel.DefaultSegment:Unlessotherwisespecified(byBAdI
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CRM_ISU_PRP_SIM_PARAMETERinSAPCRM),theinitialscreenisdisplayedontheuserinterface
withthespecifieddefaultsegment.
SimulationScenarios
IntheICWebClient,thesystemexecutessimulationscenariosbelongingtocategory1"Simulation
PeriodwithRateCategoryComparison"and10"Arbitrarynumberoforderswithratecategory
comparison"fortheProductProposal.Thescenariothatisusedisdeterminedinthecustomer
consumptionsegment.Ifthe SimPer.Days fieldcontainsanentryforacustomerconsumption
segment,thesystemexecutesthescenariobelongingtocategory1.Ifthe No.Periods fieldcontains
anentryforthecustomerconsumptionsegment,thesystemexecutesthescenariobelongingto
category10.
InCustomizingfor SAPUtilities under ContractBilling BillingExecution DefineSimulation
Scenarios ,createascenarioforeachcategory.Assignitasa SimScenExt tovalue3"Product
Proposal(ICWC)".Youdonothavetomaintainanyotherfieldstoexecutethesimulationscenariointhe
ICWebClient.Foreachcategory,therecanonlybeonesimulationscenariowith SimScenExt =3.
Simulatesimulationscenariobelongingtocategory"Arbitrarynumberoforderswithrate
categorycomparison".
Itisspecifiedinthecustomerconsumptionsegmenthowmanybillingordersaresimulatedforthe
productproposal.Theresultofthesimulationisprojectedtothenumberofdaysdefinedinthecustomer
consumptionsegment.IntheICWebClient,thesystemdisplaystheprojectedamountforeachproduct.
IfyouwanttocheckthesimulationresultintheERPsystem,youcandisplaythesimulatedbilling
documents.YoudothisintheERPsystemintransactionEASIM.Inthiscase,youhavetomake
additionalCustomizingsettingsforthesimulationscenario:Selecttheindicatorinthe Dialog field,so
thatyoucanselectthesimulationscenariointransactionEASIM.Alsoselectthe PeriodCons. fieldif
youwanttoenterperiodconsumptionvalues.The GrossLines fieldmeansthatthetaxiscalculated
andthegrossamountsaredisplayed.ThesimulationproductcatalogdetermineswhichCRMproducts
aresimulatedfortheproductproposal.Youallocatethesimulationproductcatalogforeachcustomer
consumptionsegmentandriskclass.BehindeveryCRMproduct,thereisamasterdatatemplate
belongingtocategoryCRMNEWCONTRACT.Thistemplatecontainsaratecategorywhichisusedfor
thesimulation.IfyouwanttousetransactionEASIM,defineallratecategoriesthatmatchtheCRM
productsinthesimulationproductcatalogas NewTT in AlternativeRateCategoriesforSimulation .
YoudothisinCustomizingfor SAPUtilities bychoosing ContractBilling BillingExecution
DefineSimulationScenarios .Asratecategoryfornewcustomers,entertheratecategoryofthe
contracttemplatethatyoumaintainedforthesegmentitemortheCRMproduct.Forexistingcustomers,
enterthecurrentratecategoryofthecustomer.Alternatively,youcancalltransactionEASIMseparately
foreverycontracttemplatewithouthavingtomaintainalternativeratecategoriesforsimulation.Inthis
case,thesystemonlysimulatestheratecategoryofthecontracttemplate.

C OPYR I GH T BY SAP SE OR AN SAP AF F I LI AT E C OM PAN Y. ALL R I GH T S R ESER VED .

PR I N T ED F R OM SAP H ELP POR T AL. (ht t p: / / help. s ap. c om )

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