Pakete Verkauf e PDF

Selling Products and
Product Packages in the

Utilities Industry
S AP f o r U t i l i t i e s
S AP C R M 7 . 0
Enhancement Package 1 and
Enhancement Package 2
Functional and Technical Documentation 26.03.2014
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Selling Products and Product Packages in the Utilities Industry 2011 2

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Table of Contents
Copyright .............................................................................................................................. 2
Icons in Body Text ................................................................................................. 4
Typographic Conventions ...................................................................................... 4
Table of Contents .................................................................................................................. 5
1 Introduction .................................................................................................................... 8
2 Different Processes Different Business Roles ............................................................ 10
2.1 Business Roles for the Utilities Industry ................................................................ 10
3 Selling Products and Product Packages in the Utilities Industry .................................... 12
3.1 Quotation and Contract Management in the SAP CRM Interaction Center WebClient
12
3.1.1 Prerequisites ............................................................................................ 12
3.1.2 Process Selling Utility Products and Product Packages in the SAP CRM IC
WebClient ............................................................................................... 13
3.1.2.1 Identify Business Partner.......................................................... 13
3.1.2.2 Identify Technical Data ............................................................. 14
3.1.2.3 Identify Business Agreement .................................................... 14
3.1.2.4 Product Proposal...................................................................... 14
3.1.2.5 Quotation ................................................................................. 14
3.1.2.6 Change Processes for Quotations ............................................ 19
3.1.2.7 Contract ................................................................................... 19
3.1.2.8 Contract Change Processes ..................................................... 21
3.1.2.9 Move-In/Out Processes ............................................................ 23
3.1.2.10 Special Case: Mass Product Change ....................................... 25
3.2 Selling Utilities Products Using Parked Documents in the SAP CRM Interaction
Center WebClient................................................................................................. 26
3.2.1 Prerequisites ............................................................................................ 26
3.2.2 Process Selling Utility Products Using Parked Documents in the SAP CRM
IC WebClient........................................................................................... 26
3.2.2.1 Identify Business Partner.......................................................... 27
3.2.2.2 Identify Technical Data ............................................................. 27
3.2.2.3 Identify Business Agreement .................................................... 27
3.2.2.4 Parked Document .................................................................... 27
4 Required Settings and Technical Information ............................................................... 31
4.1 Using Quotation Management in SAP CRM IC WebClient .................................... 31
4.1.1 Navigation Menu Entry ............................................................................. 31
4.1.2 Transaction Customizing .......................................................................... 31
4.1.3 Item Customizing ..................................................................................... 31
4.2 Using Quotation Management in SAP CRM WebClient ........................................ 32
4.2.1 Navigation Menu Entry ............................................................................. 32
4.3 Using Contract Management in SAP CRM IC WebClient ...................................... 34
4.4 Using Contract Management in SAP CRM WebClient .......................................... 36

4.5 Using the Package Functions in SAP CRM IC WebClient ..................................... 37

4.6 Sales Processes for the Utilities Industry .............................................................. 40
4.6.1 Process Profiles ....................................................................................... 40
4.6.1.1 Processes in the Utilities IC Process Profile.............................. 41
4.6.1.2 Processes in the Utilities Commercial and Industrial Customers
Process Profile ......................................................................... 53
4.6.2 Process Categories .................................................................................. 53
4.6.3 Process Reasons ..................................................................................... 53
4.6.4 Process Views ......................................................................................... 54
4.6.5 Switch Action Group ................................................................................. 54
4.6.6 Check Group for CVV Check .................................................................... 55
4.6.7 Processes in Detail .................................................................................. 55
4.6.7.1 Product Proposal (SAP CRM IC WebClient) ............................. 56
4.6.7.2 Create Quotation (SAP CRM IC WebClient) ............................. 56
4.6.7.3 Change Quotation (SAP CRM IC WebClient)............................ 57
4.6.7.4 Release Quotation (SAP CRM IC WebClient) ........................... 57
4.6.7.5 Accept Quotation (SAP CRM IC WebClient) ............................. 57
4.6.7.6 Reject Quotation (SAP CRM IC WebClient) .............................. 58
4.6.7.7 Generate Package Document Quotation (SAP CRM IC
WebClient) ............................................................................... 58
4.6.7.8 Release Quotation Package (SAP CRM IC WebClient) ............ 59
4.6.7.9 Accept Quotation Package (SAP CRM IC WebClient)............... 59
4.6.7.10 Reject Quotation Package (SAP CRM IC WebClient) ............... 60
4.6.7.11 Start Contract (SAP CRM IC WebClient) .................................. 60
4.6.7.12 Forced Move-Out (SAP CRM IC WebClient)............................. 61
4.6.7.13 Generate Package Document (SAP CRM IC WebClient) .......... 62
4.6.7.14 Correct Contract (SAP CRM IC WebClient) .............................. 64
4.6.7.15 Complete Contract (SAP CRM IC WebClient) ........................... 65
4.6.7.16 Complete Package Document (SAP CRM IC WebClient).......... 65
4.6.7.17 Change Contract (SAP CRM IC WebClient) ............................. 65
4.6.7.18 Change Contract Start Date (SAP CRM IC WebClient) ............. 66
4.6.7.19 Cancel Contract (SAP CRM IC WebClient) ............................... 66
4.6.7.20 Product Change in Same Document (SAP CRM IC WebClient) 66
4.6.7.21 Product Change in New Document (SAP CRM IC WebClient) .. 67
4.6.7.22 Follow-Up Product Change (SAP CRM IC WebClient) .............. 67
4.6.7.23 Automatic Product Change (SAP CRM IC WebClient) .............. 67
4.6.7.24 Cancel Product Change (SAP CRM IC WebClient) ................... 68
4.6.7.25 End Contract (SAP CRM IC WebClient) ................................... 68
4.6.7.26 Change Contract End (SAP CRM IC WebClient) ...................... 68
4.6.7.27 Cancel Contract End (SAP CRM IC WebClient)........................ 69
4.7 Settings for the Mass Product Change ................................................................. 69
4.8 Create Business Agreements During the Sales Process ....................................... 70
4.9 Settings for Budget Billing Plans........................................................................... 70
4.10 Settings for Security Deposits............................................................................... 70
4.11 General Settings for Credit Management .............................................................. 71
4.12 Relevant Objects from the Data Dictionary in SAP CRM ....................................... 71

4.12.1 Utilities Industry-Specific Tables ............................................................... 71

4.12.2 Utilities Industry-Specific Domains............................................................ 72
4.12.2.1 Domain ISU_REL_TYPE .......................................................... 72
5 Prerequisites................................................................................................................ 73
6 Constraints .................................................................................................................. 74

1 Introduction
This documentation is only valid for enhancement packages 1 and 2 for SAP CRM 7.0.
As of enhancement package 2 for SAP CRM 7.0, the Enhanced Product Proposal
function is available. For more information, see http://help.sap.com/utilities-crm SAP
Utilities as Part of CRM 7.0 EHP3 Application Help (SAP Library) SAP CRM for
Industries Utilities Functions for the Utilities Industry Functions for the Interaction
Center Utility Quotations and Utility Contracts Product Proposal in the Interaction
Center Enhanced Product Proposal.
For information about the standard product proposal as of enhancement package 1 for
SAP CRM 7.0, see http://help.sap.com/utilities-crm SAP Utilities as Part of CRM 7.0
EHP3 Application Help (SAP Library) SAP CRM for Industries Utilities
Functions for the Utilities Industry Functions for the Interaction Center Utility
Quotations and Utility Contracts Product Proposal in the Interaction Center
Standard Product Proposal and in the Cookbook for IS-U/CRM Contract Integration under
http://service.sap.com/utilities SAP for Utilities Product Information -> SAP CRM for
Utilities -> Cookbooks&Guidelines.
With enhancement package 3 for SAP CRM 7.0, the Product Proposal function
has been replaced by the Product Finder and Configurator tool, and is no longer
supported.
For information about selling packages and products for enhancement package 3 for SAP
CRM 7.0, see the documentation for the Product Finder and Configurator under
http://help.sap.com/utilities-crm SAP Utilities as Part of CRM 7.0 EHP3 Application
Help (SAP Library) SAP CRM for Industries Utilities Functions for the Utilities
Industry Functions for the Interaction Center Utility Quotations and Utility Contracts
Product Finder and Configurator.
Both energy retailers and integrated utilities companies sell energy, such as electricity or gas,
to both residential customers and commercial and industrial customers. In deregulated
markets however, energy retailers face the challenge that whilst there are significant numbers
of customers, there is also significant competition. This is compounded by the fact that you
cannot differentiate energy as a product. Electricity is always just electricity, regardless of who
is selling it.
These factors mean that energy retailers are constantly looking to distinguish themselves
from the competition by reducing their prices, which results in the profit margins for energy
products being significantly reduced. This makes it increasingly difficult to retain customers
whilst running a profitable business.
The challenge lies in being able to provide a timely response to the actions of competitors,
provide new products and product packages, whilst combining the supply of energy with other
service and sales products. Service and sales products are a good opportunity for retailers to
attract the attention of residential customers. Product packages in particular are a key means
of distinguishing them from the competition.
Many energy retailers recognize the need to offer product packages. Product packages can
be made up of energy products (core competency of energy retailers), services (such as
energy consulting or maintenance), and sales products (such as coffee machines, air
conditioning units, or refrigerators).
This means it is possible to combine the customers objective of achieving the best price with
the energy retailers objective of winning and retaining customers whilst maximizing margins,
therefore achieving a win/win situation for both parties:
The customer can take advantage of the reduced prices offered by product package

discounts, and the energy retailer is able to sell more than one product and better retain
customers as a result of these increased contracts.
As of SAP CRM 7.0 enhancement package 1, energy suppliers can use standard SAP
functions to define and sell product packages for the utilities industry. It was already possible
to sell individual utility products in earlier releases of SAP CRM.
The sale of products and product packages in the utilities industry is supported by SAP CRM
functions in the business roles Utilities IC Agent (UTIL_IC), Utilities IC Agent (Regulated)
(UTIL_IC_REG), Utilities IC Agent (Lean) (UTIL_IC_LEAN) or Utilities Sales for KAM
(UTIL_SALES). For a detailed differentiation of the business roles, see the section Different
Processes Different Business Roles.
This document uses the terms SAP CRM WebClient and SAP CRM Interaction Center
WebClient (SAP CRM IC WebClient). Both terms refer to the SAP CRM application interface.
The SAP CRM IC WebClient is a specific variant of this application interface, which is
designed to be used for Interaction Center applications (call center).
Required Settings and Technical Information
Section 2 Different Processes Different Business Roles provides an overview of the
relevant business roles, section 3 Selling Products and Product Packages in the Utilities
Industry provides a detailed documentation for the application, and section 4 Required
Settings and Technical Information should be used as a detailed guide for implementation
projects.

2 Different Processes Different Business

Roles
The residential customer and commercial and industrial customer segments have very
different requirements regarding sales processes.
Whilst residential customers are usually managed by a call center, commercial and industrial
customers are managed on an individual basis by a sales employee known as the key
account manager. The objective of a call center is to process calls as efficiently as possible,
which requires a tight process with little flexibility. This reduces the potential for errors that
can be made by the user, who is the call center employee in this case.
The key account manager usually has more time for customers and requires greater flexibility
when executing processes in the system. These different requirements mean that different
business roles are required in SAP CRM.
It is also necessary to make sales processes for utility products available to utilities
companies in various roles. This applies particularly to integrated providers, energy retailers
and grid operators and so on.
The sale of utility products is supported by the following scenarios:
Selling of Energy Supply Products (Interaction Center)
o Possible business roles:
Utilities IC Agent (deregulated) - (UTIL_IC)
Utilities IC Agent (regulated) - (UTIL_IC_REG)
Utilities IC Agent (lean) - (UTIL_IC_LEAN)
Selling of Energy Supply Products (Key Account Management)
o Business role:
Utilities Sales for KAM (UTIL_SALES)
These different business roles require processes to be handled differently. These differences
are listed in the table below.
2.1 Business Roles for the Utilities Industry

Selling
Custome Suitable for
Applicati Product
Business Role r Definition Deregulated
on Packages is
Segment Divisions?
Possible?
SAP CRM Utilities Industry: IC Residential Quotation and Yes Yes
IC Agent customers Contract
WebClient (deregulated) Management
(UTIL_IC) in the
Interaction
Center Web
Client
SAP CRM Utilities Industry: IC Residential Quotation and Yes No
IC Agent (regulated) - customers Contract
WebClient (UTIL_IC_REG) Management
in the
Interaction
Center Web
Client
SAP CRM Utilities Industry: IC Residential Selling utility No No
IC Agent (lean) - customers products using
WebClient (UTIL_IC_LEAN) parked
documents in
the Interaction
Center
WebClient

Selling
Custome Suitable for
Applicati Product
Business Role r Definition Deregulated
on Packages is
Segment Divisions?
Possible?
SAP CRM Utilities Sales for Commerci Quotation and No Yes
WebClient KAM al and Contract
(UTIL_SALES) industrial Management
customers in the Web
Client
SAP Utility Customer E-Services (SAP UCES) are a special case, since they are only
available in SAP ERP and have specific technological requirements. You cannot sell product
packages using SAP UCES.

3 Selling Products and Product Packages in the

Utilities Industry
Three standard variants are available in SAP CRM for selling products and product packages
in the utilities industry:
Quotation and Contract Management in the SAP CRM Interaction Center WebClient
Selling utilities products using parked documents in the SAP CRM Interaction Center
WebClient
Quotation and Contract Management in the SAP CRM WebClient
This document provides detailed information about these variants.
3.1 Quotation and Contract Management in the SAP

CRM Interaction Center WebClient
Quotation and Contract Management in the SAP CRM Interaction Center WebClient (SAP
CRM IC WebClient) can be used to sell individual utility products and product packages in the
utilities industry.
Both the Quotation and Contract Management processes have a very similar structure in the
Interaction Center and are described in more detail in the following sections.
3.1.1 Prerequisites
1. You have configured the object types required for Quotation and Contract
Management (for example business partner, business agreement, connection object,
premise, point of delivery) in SAP CRM and SAP ERP accordingly. For more
information, see the following documentation:
Documentation IS-U-Specific Set-up and Load Guide for Business Partner on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Product Information SAP CRM for Utilities Cookbooks & Guidelines
Documentation IS-U-Specific Set-up and Load Guide for Business
Agreement/Contract Account on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP
CRM for Utilities Cookbooks & Guidelines
Documentation Replication of Technical Objects on SAP Service Marketplace at
2. Your organization has decided whether you want to use the optional processes
Product Proposal and Quotation.
3. You have defined all of the products that you want to use in the sales process in the
system. For more information about defining products and product packages in the
utilities industry, see the documentation Defining Products and Product Packages in
the Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities
SAP for Utilities Product Information SAP CRM for Utilities Cookbooks &
Guidelines
4. You have made the settings required for the connection between the CRM and ERP
System so that you can access objects that are found in SAP ERP (such as meter
information, market communication data), during the sales process. For more detailed
information, see the documentation IS-U/CRM Contract Integration on SAP Service
Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Information SAP CRM for Utilities Cookbooks & Guidelines
5. You have made the settings required for contract replication so that contracts that are
created in SAP CRM can be replicated to SAP ERP. You have for example activated
utility contract replication between SAP CRM and SAP ERP in the Customizing
settings for SAP ERP. For more detailed information, see the documentation IS-
U/CRM Contract Integration on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM
for Utilities Cookbooks & Guidelines

6. You have made settings that allow business agreements to be created from the sales
process.
7. To use the business partner risk class during the sales process, you have made the
settings required to do. For more information, see the Configuration Guide for SAP
Credit Management. This guide is available to you in SAP Solution Manager for the
scenario Selling Energy Supply Products (IC) in the process Displaying Credit Risk
Ratings.
3.1.2 Process Selling Utility Products and Product Packages

in the SAP CRM IC WebClient
The following section describes how you can sell one or more utility products or product
packages in the SAP CRM IC WebClient. This is preceded by an overview of the process.
The sales process involves the following mandatory process steps:
1. Identify Business Partner

2. Identify Technical Data
3. Identify Business Agreement
4. Contract
The sequence of the initial three identification steps is flexible, but identifying all three
objects is a prerequisite for successfully creating a contract. Additional optional process
steps also exist for which specific conditions apply:
5. Product Proposal
The product proposal does not require any identification steps, meaning that it can be
executed completely anonymously. However, if you have previously identified a
business partner, you can use the relevant data as an input parameter for the product
proposal.
6. Quotation
You must identify a business partner for a quotation. However, you do not need to
identify a business agreement and technical data. You can create the quotation with
or without a preceding product proposal.
3.1.2.1 Identify Business Partner
From the business roles Utilities Industry: IC Agent (UTIL_IC) or Utilities Industry: IC Agent
(Regulated) (UTIL_IC_REG, start business partner identification by choosing Identification in
the menu.
If you start one of these business roles, the system starts the identification process
automatically.

For more information about using the identification function, see the application help on SAP
Help Portal under http://help.sap.com/crm SAP EHP2 for SAP CRM 7.0 Application
Help German SAP CRM for Industries Utilities Industry Functions for the Utilities
Industry Functions for the Interaction Center (Utilities Industry) Account Account-
Identification (CRM/IS-U Criteria).
3.1.2.2 Identify Technical Data
(Regulated) (UTIL_IC_REG, start the identification of the technical data by choosing
Identification in the menu.
If you start one of these business roles, the system starts the identification process
automatically.
3.1.2.3 Identify Business Agreement
(Regulated) (UTIL_IC_REG, start the identification of the business agreement by choosing
Identification in the menu. If you start one of these business roles, the system starts the
identification process automatically.
You do not have to select a business agreement using the identification function. You can
also do this from the quotation or the contract. For more information, see the sections 3.1.2.5
Quotation and 3.1.2.7 Contract.
3.1.2.4 Product Proposal
(Regulated) (UTIL_IC_REG, start the product proposal by choosing the corresponding menu
entry.
To use the product proposal effectively, you should assign specific attributes to your products
and product packages. For more detailed information, see the documentation Defining
Products and Product Packages in the Utilities Industry on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM for
Utilities Cookbooks & Guidelines
For more information about using the product proposal, see the application help on SAP Help
Portal under http://help.sap.com/crm SAP EHP2 for SAP CRM 7.0 Application Help
German SAP CRM for Industries Utilities Industry Functions for the Utilities Industry
Functions for the Interaction Center (Utilities Industry) Account http://help.sap.com/crm
Account-Identification (CRM/IS-U Criteria).
For more technical information about the Product Proposal process, see section 0 The
following section provides a short description of the configuration options available for
processes supplied in the standard SAP System.
.
3.1.2.5 Quotation
(Regulated) (UTIL_IC_REG, start quotation management by choosing the corresponding
menu entry.
The system displays an overview of all quotations that have been assigned to the business
partner identified and/or the premise identified. You can display all quotations for the business
partner identified for all premises by deselecting the indicator For Premise.

Choose Create to create a new quotation. By doing so, you automatically start the Create
Quotation process, which is supplied as a standard SAP process in the process framework.
For more information about the Create Quotation process, see the section Customizing
documentation in SAP ERP under SAP Utilities Customer Service CRM Integration
Product Proposal.
.
The Create Quotation process involves three steps (process steps are explained in the
roadmap tag that is found in the top half of the view).
1) Quotation data
This data defines the quotation object, such as the quoted products, contract period. If
necessary, it can also define the meter and market communication data for the individual
quotation items.
When you start the Create Quotation process, the system automatically converts all
points of delivery that are assigned to the premise identified to quotation items. This
means that the system suggests a large number of different items according to the
premise. If you have not identified a premise, the system automatically proposes a blank
quotation item to which you can assign a point of delivery.
Quotation management for the utilities industry in the SAP CRM IC WebClient allows
items with both energy and non-energy items. However, each quotation must contain at
least one energy quotation item.
a) If you want to offer a product package, use the possible entries for the Package field
to select a corresponding product package. You can use various search criteria, such
as the division for the utility products found in the product package.
You define the search criteria when you define the product package. For more
information, see the documentation Defining Products and Product Packages in the
Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities
Guidelines
When you start the search help, the system automatically offers you the points of
delivery that were previously found in the quotation as the search parameter
Integrated Division. Product packages must contain products from the divisions listed
here as a minimum. However, they can of course also contain additional products
(with additional divisions).
The results list for the search help displays an overview of all product packages. In
the standard SAP System, you can expand a specific product package to display the
package components that are not rule dependent before you select a package. Select
a product package from the results list and return to the main application.
You can also select a product package without using the possible entries. To do so,
you must enter the ID in the Package field and confirm your entry.
b) The system transfers the package to the quotation document as an item and then
enters an initial value in the Package field. The system also starts the process
Generate Package Document Quotation and the product package is triggered
immediately, meaning that all relevant package components also appear as quotation
items. In the case of items with utility products, the system attempts to make an
assignment to the points of delivery for the premise identified. You can change this
automatic assignment.
i) You can now activate or deactivate optional package components. If the indicator
in the Select column is available, this involves an optional package component.
ii) You can include additional product packages in the quotation document by
entering a product package in the Package field above the quotation items.
iii) You can remove a product package with all of the package components from the
quotation document by selecting the package item and clicking Remove Item.

iv) You can select points of delivery for the relevant quotation items. You can also
create new technical data here (connection object, premise, point of delivery). To
do so, use the link in the field Point of Delivery for the quotation item.
For more information about the Generate Package Document Quotation process, see
section 4.6.7.7 Generate Package Document Quotation (SAP CRM IC WebClient).
c) If you want to include an individual utility product in the quotation, you can enter the
ID of the product in the Product field. If no editable item is available, you can use the
Add Item button to add a new item. You can also use the possible entries for the field
to enter the product. The system automatically transfers data from the item to the
search criteria for the possible entries, such as the division if it is available for the
assigned point of delivery. Select a product that is to be transferred to the quotation
item from the search results list.
i) If your quotation item contains a utility product, assigning a point of delivery is a
mandatory step. If no point of delivery has been assigned, you can assign one to
the quotation item using the link in the Point of Delivery field.
ii) You can deactivate your quotation item without deleting it. To do so, use the
indicator in the Select field. This may be necessary during negotiations with the
customer. The system only retains active quotation items during final saving in
the document.
iii) You can include additional products in the quotation document by adding new
items using the Add Item button.
iv) You can delete a quotation item from the document by selecting the item and
clicking Remove Item.
In the case of products and product packages in the utilities industry, the system saves
the respective valid product attribute versions in the corresponding quotation (or contract)
items. Product attribute versions are defined during product modeling and ensure that
products that have already been sold can no longer be changed. During a sale, the
system determines the valid product attribute version using the respective version status
and the corresponding system date (sales time). For more information about product
attribute versions, see the documentation Defining Products and Product Packages in
the Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities
Guidelines
d) You can enter a contract start date above the table for all quotation items and in
doing so copy this into all relevant quotation items.
e) You can now perform various actions for the individual quotation items according to
the system configuration and product entered.
i) Dates: You can change the contract start date for each item. You can make this
change directly in the table of quotation items.
ii) Configuration: If the product you have selected contains configurable attributes,
you can evaluate these here. To do so, choose the status light in the
Configuration Details field for the quotation item. All relevant configurable
attributes are displayed and can be evaluated. The system checks that all
mandatory attributes have been evaluated and that any rules defined for the
attributes have been observed.
iii) Market communication data: You can enter market communication data in the
quotation for deregulated divisions in deregulated markets. However, this is not a
required entry. You can also make these entries later for the contract. Select the
relevant item and click the Market Communication button to enter or check data,
such as that for the former energy retailer or grid operator.

It is only necessary to enter market communication data for utility contract items if
you are using the Utilities Industry: IC Agent (UTIL_IC) role and not the Utilities
Industry: IC Agent (Regulated) (UTIL_IC_REG) role.
iv) Meter data: You can display existing meter reading results for points of delivery to
which a device or a device info record has already been assigned in SAP ERP.
You can also enter new meter reading results provided by the customer here.
You can only currently enter meter reading results with meter reading reason 09
(interim meter reading) in the SAP CRM IC WebClient. Additional meter reading
reasons are not currently supported in SAP CRM.
2) Account and payment data
This data provides an overview of current data for the business partner, and can also be
used to enter new data or modify existing data. It is not usually necessary to enter data
here, since the system automatically collects a large amount of information in the
background and assigns this to the document. The status light in the road map shows you
whether any mandatory entries are missing.
a) In the Account Data area, the system displays address and additional contact data for
the business partner identified, who is also the contract partner. You can display and
hide the address details, enter new address data and can also enter a completely
new address. If you specify a new address, the system automatically uses this as the
standard address for the business partner from this point on. Use the More Fields link
to access the detailed view of the business partner data where you can display and
edit additional fields as required.
b) You can use the Shipping Address to display shipping information for this transaction.
This information is useful if the sales process involves both utility products and also
service and sales products. In this situation, it is important to define the delivery
address or the location of the service. You can override the standard address for the
business partner identified here, which is automatically selected as a delivery address,
without having to change this standard address. You can also create a new delivery
address.
You can also specify different delivery addresses for several delivery items from the
user interface here. The system offers you items from the transaction for selection
here.
c) In the Payment Data for New Items area, the system displays the payment data that
is valid for this sales process. During this process, the system automatically links
various data that was stored for the business partner or business agreement
identified with the document. You can display or modify data as follows here:
i) If no business agreement was identified, this field is left blank. You can use the
possible entries for the Business Agreement field to select an existing business
agreement and assign this to the document.
ii) You can create a new business agreement using the Create Business Agreement
button. In this situation, the system creates a new business agreement in the
background and assigns this to the document. You can identify this by the
modified or new business agreement number. If you create a new business
agreement using this function, the system observes the Customizing settings that
define all of the parameters required for creation, such as the business
agreement class, correspondence variant, shipping control for the contract
partner and the alternative bill-to party or dunning recipient.
iii) If you have assigned a business agreement to the document, you can use the link
to the business agreement number to access the business agreement details,
where you can display or change this information.
iv) In the Payments/Refunds via field, the system displays the payment type that is
to be used for incoming payments. Since it is usually the case that this payment
type matches that for outgoing payments, the standard SAP System contains a
generic field label here. This is particularly useful if you used the Create Business
Agreement button to create a new business agreement. In this situation, the

system enters the same payment type for both payment methods in the new
business agreement.
v) You can use the New Bank Details button to create new bank details for the
business partner identified without interrupting the Create Quotation process. If
you create new bank details here, the system saves these directly for the
business partner and also links these in the business agreement as the incoming
and outgoing payment method, which was selected in the Payment Data for New
Items area. It also now displays these new bank details in the Payments/Refunds
via field.
vi) You can use the New Card button to create a new credit card for the business
partner identified without interrupting the Create Quotation process. When you
enter the credit card details, the system checks your entries against the card
verification value. This value should prevent fraudulent or stolen credit card
details being used, since it ensures that a credit card is actually physically
available. If you enter a credit card here, the system saves this directly for the
business partner and also links it in the business agreement as the incoming and
outgoing payment method, which was selected in the Payment Data for New
Items area. It also now displays this new credit card in the Payments/Refunds via
field.
vii) In the Budget Billing Amount field, the system displays the amount that was
agreed with the customer for regular budget billing amounts. If no budget billing
amount has been agreed, the system displays the word "None" instead of an
amount. You can select the amount to enter budget billing plan data for the
selected business agreement. In this context, you can also enter a budget billing
amount, a cycle and a change reason for each utility product that was entered in
the first process step. If you enter one or more budget billing amounts here, the
systems totals these and displays them in the Budget Billing Amount field.
viii) In the Security Deposit Amount field, the system displays the amount that was
agreed with the customer for a one-off security deposit. If no security deposit
amount has been agreed, the system displays the word "None" instead of an
amount. You can click the amount to enter security deposit data for the selected
business agreement. In this context, you can also enter a security deposit amount,
a reason for request or an authority for exemption for each utility product that was
entered in the first process step. If you enter one or more amounts here, the
systems totals these and displays them in the Security Deposit Amount field.
ix) In the standard scenario, the payment data applies to all items in the quotation
document. In exceptional situations, you can use the Separate Treatment of
Items button to enter various payment data for the individual items This button is
activated if the document contains more than one item (first process step). Once
you have clicked a button, the system displays a table view of all document items
with the corresponding data. You can now change this data. You do so using the
procedure described above.
You can also switch back to the setting where the same payment data applies to
all items. Select an item from the table here and click Identical Handling of Items.
This transfers data for the selected item to all additional items.
3) Summary
The summary page combines all relevant data entered in the sales process and means
that a call center agent can check this data. From here, you can access earlier process
steps to make changes and save the transaction or process (Submit button) or cancel this
(Cancel button).
a) Assignment block New Quotations: The system lists all items in the sales transaction
here with some details here.
b) Assignment block Address - The system displays data that is relevant for invoicing
the products and services listed above here
c) Assignment block Shipping Address for Services and Materials: The system displays
data that is relevant for delivery or the location where the products and services listed
above are performed.

d) Assignment block Payment Information: The system displays data that is relevant for
payments in conjunction with the products and services listed above.
By choosing Submit or Cancel you complete the Create Quotation process. If you choose
Copy, the system saves the quotation data.
3.1.2.6 Change Processes for Quotations
You can usually change each new quotation. To do so, select a quotation from the list and
choose Change. This starts the Change Quotation process and you can now run the three
process steps described above again to make changes (see also section 4.6.7.3 Change
Quotation (SAP CRM IC WebClient)
You can for example overwrite the products offered, add new items or remove existing items.
You can copy an existing quotation to create a new one with the same or similar data.
Release the quotation to complete your work on it. This starts the Release Quotation process
(see also section see also section 4.6.7.4 Release Quotation (SAP CRM IC WebClient).
You cannot change a quotation once you have released it. It can now be sent to the
customer. The quotation can be sent using the Post-Processing Framework (PPF) as a letter,
e-mail or fax. The Release button is also available for quotation documents that contain
product packages. This starts the Release Quotation process (see also section see also
section 4.6.7.4 Release Quotation (SAP CRM IC WebClient) 0
If the customer agrees to the quotation terms, you can accept the quotation in the system. To
do so, use the Accept button once you have selected the quotation in the list. This starts the
Accept Quotation and Change Contract processes to create one or more contracts using data
that is copied from the quotation (see also the sections 4.6.7.5 Accept Quotation If product
packages exist in the quotation to be released, the system registers all package items for the
subsequent process for the category IUPR.
and 4.6.7.17 Change Contract If product packages exist in the quotation to be released, the
system registers all package items for the subsequent process for the category IUPR.
.
The Accept button is also available for quotation documents that contain product packages.
0This starts the Accept Quotation Package process (see also section 4.6.7.9 Accept
Quotation Package The process sets the status Released (I1004) at document header level.
It also sets the status Released (I1004) for every item that is not a utility contract item. Utility
contract items are not released using the process QUOT_RELEAS_PACK. The process
QUOTATION_RELEAS is used here.
).
When the quotation is accepted, the system transfers the product attribute versions saved
in the quotation items to the corresponding items in the contract.
If the customer rejects the quotation, you can start the Reject Quotation process and specify a
rejection reason (see also section 4.6.7.6 Reject Quotation (SAP CRM IC WebClient
The Reject button is also available for quotation documents that contain product packages.
0This starts the Reject Quotation Package process (see also section 4.6.7.10 Reject
Quotation Package (SAP CRM IC WebClient)).
If the customer wants to make changes to a quotation that has been released, you can copy
the original quotation into a new quotation. Once you have done so, you can make changes
to the quotation and then release and send it.
You can also create a quotation from an existing contract. In such cases, the system copies
the contract data into a new quotation.
3.1.2.7 Contract
The procedure for creating a contract is similar to that for creating a quotation (see section
3.1.2.5 Quotation), since both applications (Quotation and Contract Management) have a very
similar structure.
The following section explains the differences between the contract and the quotation.

(Regulated) (UTIL_IC_REG, start contract management by choosing the corresponding menu
entry.
The system displays an overview of all contracts that have been assigned to the business
partner identified and the premise identified. You can display all contracts for the business
partner identified for all premises by deselecting the indicator For Premise.
Click New Contracts to create a new contract. As an alternative to using this button, you can
also choose the New Contracts entry directly under Contract Management in the main menu.
By doing so, you automatically start the Start Contract process, which is supplied as a
standard SAP process using the process framework (see also section 4.6.7.11 Start Contract
SAP CRM IC WebClient)).
The Start Contract process consists of three process steps:
1) Contract data
Contract data is similar to the quotation data (see section 3.1.2.5 Quotation).
a) Market communication data: Market communication data is mandatory here for
deregulated divisions in deregulated markets.
b) In Contract Management, you can transfer contract data from existing contracts for
the same business partner into the new contract. In the Create Contracts From field,
select the premise for which a contract already exists with data to be copied into the
new contract and then click Start.
2) Account and payment data
Account and payment data in Contract Management is similar to this data in Quotation
Management (see section 3.1.2.5 Quotation). Whilst entering a business agreement is
optional for the quotation, this is a required entry here.
3) Summary
The summary page in Contract Management is similar to this page in Quotation
Management (see section see section 3.1.2.5 Quotation).
a) In Contract Management, you have the option of saving a contract with the status
Incomplete, so that you can resume processing at a subsequent stage. This is
advisable if additional information is to be entered in the contract but the customer is
unable to provide this until a subsequent point in time. In this case, click Save as
Incomplete. You can save sales transactions with individual utility products and those
with product packages as incomplete.
b) If a contract contains errors, you also have the option of saving it with the status
Contains Errors, so that you can correct it at a subsequent stage. This means that
you do not lose data you have already entered.
By choosing Submit or Cancel you complete the Start Contract process. If you choose Submit,
the system saves the contract data.
If a point of delivery that is to be used in a new contract already has an active contract,
and the validity period of this active contract overlaps with the validity period of the
contract to be created, there are two possible system responses:
If the business partner and business agreement in the existing contract are identical
to those in the new contract, the system performs an automatic product change for
the existing contract in the background (process Automatic Product Change, see also
section 4.6.7.23 Automatic Product Change The generic process view
PROD_CHANGE is assigned to the Follow-Up Product Change process.
).
If this is not the case, the system forces the contract end for the existing contract. It
performs the process Forced Move-Out in the background and changes the contract
end date to the day before the contract start date of the new contract (see also
section 4.6.7.12 Forced Move-Out The generic process view PROD_CHANGE is
assigned to the Follow-Up Product Change process.

).
3.1.2.8 Contract Change Processes
You can change new contracts if certain prerequisites are met. To do so, select a contract
from the list and choose Change Contracts. You can now execute specific contract change
processes for each contract.
Complete contract: If you have saved your contract with the status Incomplete, you
can use this process to complete it (see also section 4.6.7.15 Complete Contract The
generic process view PROD_CHANGE is assigned to the Follow-Up Product Change
process.
).
A different process is required to complete sales transactions that contain product

packages from the one used for sales transactions that contain utility products for
technical reasons (see also section 4.6.7.16 Complete Package Document The
generic process view PROD_CHANGE is assigned to the Follow-Up Product Change
process.
).
Correct contract: You can use this process to correct your contract (see also section
4.6.7.14 Correct Contract The generic process view PROD_CHANGE is assigned to
the Follow-Up Product Change process.
).
You cannot use this process if the contract item was sold as part of a product
package.
Change contract start date: You can use this process to change the contract start
date (see also section 4.6.7.18 Change Contract Start Date The generic process view
). During the change process, you have the option of entering a change reason and of
displaying or changing meter reading results.
You cannot execute this process for utility contracts that were created in deregulated
markets for deregulated divisions.
Product change in new document: You can use this process to perform a product
change. A product change is used to effect specific changes for contracts during their
validity period. This can for example involve changing the product from a specific date.
In technical terms, the product change always consists of two processes: The first
process (Product Change in New Document, see also section 4.6.7.21 Product
Change in New Document The generic process view PROD_CHANGE is assigned to
the Follow-Up Product Change process.
changes the existing contract item, whilst the second process Follow-Up Product
Change, see also section 4.6.7.22 Follow-Up Product Change The generic process
view PROD_CHANGE is assigned to the Follow-Up Product Change process.
creates a new contract item.
The product change process in the standard system does not allow the product to be
overwritten for the contract start date. To do this, you can use the Correct Contract
process (see above).
You cannot perform the product change process for the following contracts:
o Incomplete contracts:
o Contracts containing errors
o Cancelled contracts
o Contracts for which a product change has already been performed

o Contracts for which a termination of supply has already been started

(relevant for deregulated divisions)
Product change in the same document: This process runs in the same way as the
process Product Change in New Document The user sees no visible difference
between the two processes. However, in this case, the system does not create a new
physical document (in the database) and simply creates a new item in the same
document. In technical terms, the product change always consists of two processes:
The first process (Product Change in Same Document, see also section 4.6.7.20
Product Change in Same Document The generic process view PROD_CHANGE is
assigned to the Follow-Up Product Change process.
changes the existing item, whilst the second process Follow-Up Product Change,
see also section 4.6.7.22 Follow-Up Product Change The generic process view
creates a new contract item.
Cancel product change: You can use this process to cancel a product change that
has already been performed for a contract. During this process, the system also rolls
back the product change in SAP ERP in addition to the document changes in SAP
CRM (see also section 4.6.7.24 Cancel Product Change The generic process view
.
Cancel contract: You can use this process to cancel a utility contract. If the contract
has already been replicated to SAP ERP, this process and the subsequent replication
that is performed also cancel the contract in SAP ERP (see also section 4.6.7.19
Cancel Contract The generic process view PROD_CHANGE is assigned to the
Follow-Up Product Change process.
).
End contract: You can use this process to end a utility contract (see also section
4.6.7.25 End Contract The generic process view PROD_CHANGE is assigned to the
).
You can also start this process by choosing Contract Management and then End
Contracts from the menu.
Change contract end date: You can use this process to change a contract end date
that has already been entered in the contract (see also section 4.6.7.26 Change
Contract End The generic process view PROD_CHANGE is assigned to the Follow-
Up Product Change process.
).
Cancel contract end date: You can use this process to cancel a contract end date
that has already been entered in the contract (see also section 4.6.7.27 Cancel
Contract End The generic process view PROD_CHANGE is assigned to the
).

3.1.2.9 Move-In/Out Processes

You can perform move-in/out processes during Contract Management in the SAP CRM IC
WebClient. The standard process Move to Other Premise is available to you here.
The technical move-in/out process Move-In or Move-In/Out for Premise (which essentially
involves changing a business partner in a premise), which may have been familiar to you
from the SAP ERP System, is not observed in the standard SAP CRM System.
The Move to Other Premise process is a sales process. It has a similar structure to the Create
Contract process, which is also a sales process. You must first identify a business partner
who is the contract partner. To start the process Move to Other Premise, the business partner
identified must have an active utility contract.
(Regulated) (UTIL_IC_REG, start the process Move to Other Premise by choosing Contract
Management Move Contracts in the menu. If the identified business partner has signed
several contracts with the utility company, you must now select the corresponding contract
and use the button Move to Other Premise to start the process. If the business partner only
has one utility contract, the process is started immediately once you have selected the menu
entry listed above.
Alternatively, you can also open the overview of customer contracts (Contract Management in
the menu), select the contract from here and use the button Move to Other Premise to start
the process.
The Move to Other Premise process involves four steps (process steps are explained in the
roadmap tag that is found in the top half of the view).
1) Ended Contracts
The data in this step is used to end existing contracts for the premise identified. This
includes the corresponding dates but also meters and market communication data for
individual contract items if this is required.
When you start the Move to Other Premise process, the system automatically transfers all
points of delivery that are assigned to the premise identified and for which the business
partner identified has an active contract to the items to be ended. This means that a
different number of items are already proposed according to the premise involved.
a) You can deactivate individual contract items to be ended to exclude them from the
contract being ended. This can be advisable if the system proposes several items
here and you do not want to end all of these items. To do so, use the indicator in the
Select to End field. The system only ends selected contract items when you save for
the final time.
You cannot include any additional contract items in the list of items to be ended here,
since this is based exclusively on the objects that have been confirmed in the
Interaction Center.
b) You can enter a contract end date above the table for all contract items and in doing
so copy this into all relevant items.
c) You can now perform various actions for the individual contract items according to the
system configuration and active product.
i) Dates: You can change the contract end date for each item. You can make this
change directly in the table of items.
ii) Configuration: If the current product for the contracts to be ended contains
configurable attributes, you can evaluate these here. To do so, choose the status
light in the Configuration field for the item. All relevant configurable attributes are
displayed and can be evaluated. The system checks that all mandatory attributes
have been evaluated and that any rules defined for the attributes have been
observed.

iii) Market communication data: You must enter or check market communication
data for deregulated divisions in deregulated markets. To do so, select the
relevant item and use the Market Communication button.
It is only necessary to enter market communication data for utility contract items if
you are using the Utilities Industry: IC Agent (UTIL_IC) role and not the Utilities
Industry: IC Agent (Regulated) (UTIL_IC_REG) role.
iv) Meter data: You can display existing meter reading results for points of delivery to
which a device or a device info record has been assigned in SAP ERP. You can
also enter new meter reading results provided by the customer here.
You can also check or enter period consumptions for the corresponding devices
or device info records.
You can only currently enter meter reading results with meter reading reason 09
(interim meter reading) in the SAP CRM IC WebClient. Additional meter reading
reasons are not currently supported in SAP CRM.
2) New Contracts
The data in the second step defines the contract object for the contracts to be created,
such as the agreed products, contract period. If necessary, it can also define the meter
and market communication data for the individual contract items.
Before accessing this step, you must first identify the premise for the new contracts. You
can use the search template for the premise to do so. Once the premise has been
successfully identified, the system transfers all points of delivery that have been assigned
to this premise to contract items. This means that a different number of items are
proposed according to the premise involved.
You can derive the contracts for the new premise from the contracts to be ended (see
step 1). To do so, in the Create Contracts From field above the contract items, choose the
option Earlier Premise and then Start. This transfers the product and configuration data
for the contracts to be ended to the new items. You can overwrite this data in the
document manually if necessary. If you prefer to start from a blank working area (without
proposals from the contracts to be ended), in the Create Contracts From field above the
contract items, choose the option New Premise and then Start.
To choose a different premise for the new contracts, use the button Choose New Premise.
This replaces the points of delivery and items that are currently assigned with the points
of delivery determined for the new premise selected.
The other input options for this process step have been implemented according to the
process Create Quotation, which is described earlier in this document.
3) Account and Payment Data

The account and payment data in Contract Management is similar to this data in Quotation
Management. (see section 3.1.2.5 Quotation). Whilst entering a business agreement is
optional for the quotation, this is a required entry here.
4) Summary
The summary page in Contract Management is similar to this page in Quotation
Management (see section 3.1.2.5 Quotation).
a) As is the case in Contract Management, you have the option of saving a contract with
the status Incomplete, so that you can resume processing at a subsequent stage for
the Move to Other Premise process.
By choosing Submit or Cancel you complete the Move to Other Premise process. If you
choose Submit, the system saves the contract data for the contracts to be ended and the new
contracts.

If a point of delivery that is to be used in a new contract already has an active contract,
and the validity period of this active contract overlaps with the validity period of the
contract to be created, you can also use the options for the product proposal or the forced
move-out (see also section 3.1.2.7 Contract).
3.1.2.10 Special Case: Mass Product Change
You can perform a product change for several utility contracts simultaneously. This is for
example advisable if you want to make a price change and make this visible in the utility
contract using a new time slice (new utility contract item). The transaction is referred to as a
mass product change.
For technical reasons, this process is not currently available in the SAP CRM System.
However, a report for making a mass product change is available in SAP ERP. Assuming that
there is utility contract integration between SAP ERP and SAP CRM, the report is used to
make changes to selected utility contracts in SAP ERP and automatically replicate this to SAP
CRM.
Before performing the mass product change in the system, you must make various
configuration settings. This is described in section 4.7 Settings for Mass Product Change.
Start the report EMASSPRODCHANGE in SAP ERP. The system displays various selection
options and settings that are observed when you select the utility contracts to be changed and
when you execute the report.
Mode
o Date of Rate Change: Date from which the new time slice is to be valid.
o Action ID: Unique identification for the report run (the action ID is used to
define which contract change should be performed).
Selection criteria
o Selection Using Contract Table: You can define the contracts to be changed
in a table. This table must contain entries before the report is executed. For
more information about this option, see section 4.7 Settings for Mass Product
Change.
o Read Attributes (Performance): If you have configured specific parameters
for your action ID, you can define whether these are to be read again during
execution. This has a negative influence on performance during report
execution and should therefore be tested thoroughly.
o Selection Using Mapping Table: You can define the contracts to be changed
in a mapping table as an alternative to the contract table. This table must
contain entries before the report is executed. For more information about this
option, see section 4.7 Settings for Mass Product Change.
o Only Include Contracts from the Following Interval: In addition to the options
of selecting from the contract table or the mapping table, you can also specify
here that the system only observes contracts from a specific interval here
(contract number).
Control Data
o Adjust Budget Billing Plan: Select this indicator if the respective budget billing
plan is to be changed as part of the contract change.
o Confirmation Print for Rate Change: Select this indicator if a confirmation
letter is to be printed as part of the contract change. In this case, you must
also record a print form.
o Print Form: Record your print form for the confirmation letter here.
o Set Delta Load Lock: Select this indicator to prevent contract changes from
SAP ERP being replicated to SAP CRM when the report is executed.
Remember to reactivate automatic replication for the contracts in question
once you have executed the report. You can use a middleware request that
you define and start in SAP CRM to do so.
o Test Mode: Select this indicator if you want to perform a test run and do not
want the data on the database to be changed.

3.2 Selling Utilities Products Using Parked

Documents in the SAP CRM Interaction Center
WebClient
Selling utility products using parked documents in the SAP CRM IC WebClient does not
involve any quotations and only deals with contracts that can have a specific status, in this
case that for parking. You can sell individual utility products here. These utility products are
also referred to as contract models in certain cases.
You cannot sell product packages in the utilities industry using the parked documents method.
3.2.1 Prerequisites
You have configured the mandatory object types (business partner and business agreement)
for the sale of utility products using parked documents accordingly in SAP CRM and SAP
ERP. For more information, see the following documentation:
Documentation IS-U-Specific Set-up and Load Guide for Business Partner on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Documentation IS-U-Specific Set-up and Load Guide for Business
Agreement/Contract Account on SAP Service Marketplace at
You have configured the mandatory object types (connection object, premise and point of
delivery) for the sale of utility products using parked documents accordingly in SAP ERP.
Contract management using parked documents does not require you to synchronize the
technical objects (connection object, premise and point of delivery) between SAP CRM
and SAP ERP.
You have decided whether you want to use utility contract integration between SAP CRM and
SAP ERP. You can activate utility contract integration for the sale of utility products using
parked documents. If this integration is active, utility contracts are created in SAP ERP and
then replicated to SAP CRM. If this integration is not active, utility contracts are created in
SAP ERP but not replicated to SAP CRM.
Note that using parked documents in conjunction with active utility contract integration
requires a much greater project implementation effort than using parked documents
without this integration. For more information see the section
If you have decided to use active utility contract integration, products from SAP CRM are
used in parked documents. If you have decided not to use this integration, the contract model
from SAP is used. The first case assumes that the corresponding products have been defined
in SAP CRM. The second case assumes that the corresponding contract models have been
defined in SAP ERP. In addition to the products or contract models, you must also define the
corresponding master data templates in SAP ERP. For more detailed information, see the
documentation Increased Efficiency IS-U/CCS Available Optimization Options on SAP
Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Information IS-U/CCS General Cookbooks & Guidelines
3.2.2 Process Selling Utility Products Using Parked

Documents in the SAP CRM IC WebClient
The following section describes how you can sell a utility product in the SAP CRM IC
WebClient using parked documents. This is preceded by an overview of the process.
This sales process involves the following mandatory process steps:

1. Identify Business Partner

2. Identify Technical Data
3. Identify Business Agreement
4. Parked Document
The sequence of the initial three identification steps is flexible, but identifying all three objects
is a prerequisite for successfully creating a parked document.
3.2.2.1 Identify Business Partner
From the business role Utilities Industry: IC Agent (Lean) (UTIL_IC_LEAN), start business
partner identification by choosing Identification in the menu. If you start this business role, the
system starts the identification process automatically.
For more information about using the identification application, see the application help for the
keyword "Account Identification (CRM/IS-U Criteria).
3.2.2.2 Identify Technical Data
From the business role Utilities Industry: IC Agent (Lean) (UTIL_IC_LEAN), start the
identification of the technical data by choosing Identification in the menu. If you start this
business role, the system starts the identification process automatically.
keyword "Account Identification (CRM/IS-U Criteria).
3.2.2.3 Identify Business Agreement
From the business role Utilities Industry: IC Agent (Lean) (UTIL_IC_LEAN), start the
identification of the business agreement by choosing Identification in the menu. If you start
this business role, the system starts the identification process automatically.
keyword "Account Identification (IS-U Criteria).
You do not have to select a business agreement using the identification function. You can
also do this from the parked document. For more information see the section 3.2.2.4 Parked
Document.
3.2.2.4 Parked Document
From the business role Utilities Industry: IC Agent (Lean) (UTIL_IC_LEAN), start the entry of
a move-in/out from the menu item Move In Out Premise or Move In Out Account, which are
found below the Move In Out menu item.
3.2.2.4.1 Move-In
A Web-based view of the Move-In business transaction using the parked document appears.
Entry of a new parked document starts automatically.

You can enter the following data:

1) Account and bank data for the business partner
This data provides an overview of current data for the business partner, and can also be
used to enter new data or modify existing data. It is not usually necessary to enter data
here, since the system automatically collects a large amount of information in the
background and assigns this to the parked document.
The system displays address and additional contact data for the business partner
identified, who is also the contract partner. You can change the address data here or
enter a completely new address. You must first select an address usage for a new
address.
You can undo the entries you have made here using the Reset button.
You can use the Incoming Payment Method and Outgoing Payment Method to select the
payment methods that have been defined for the business partner. You can also create
new payment methods by selecting the corresponding entry in the dropdown box.
2) Contracts and meter reading results Details about the premise
This data defines the contract object, such as the product sold, the move-in date or the
meter reading, related in each case to the installation(s) that are assigned to the identified
premise. By assigning a business agreement here, you link payment data for all items (for
all relevant installations) with the parked document.
You can select an existing parked document or create a new one during the process. To
do so, choose the corresponding entry in the Business Agreement field and enter a
business agreement number in the Contract Account field as required. For more detailed
information, see the documentation Increased Efficiency IS-U/CCS Available
Optimization Options on SAP Service Marketplace at http://service.sap.com/utilities
SAP for Utilities Product Information IS-U/CCS General Cookbooks & Guidelines
You can enter a move-in date in the field with the same name.
When the parked document is created, the system automatically transfers all installations
that were assigned to the premise identified in SAP ERP to items in the parked document.
This means that a different number of items are already proposed according to the
premise involved.
You can enter a product in the field CRM Product field or enter a contract model in the
Contract Model field. Alternatively, you can use the possible entries for the field to obtain
suggested products or contract models. Select a product or contract model that is to be
transferred to the item from the search results list.
The system displays various input helps here according to whether you have
activated utility contract integration between SAP CRM and SAP ERP.(To do so, the
system checks the value in the field CRM Integration for Contracts Active in SAP
ERP in the activity Define Basic Settings in Customizing for SAP Utilities under
Customer Service CRM Integration):
If contract integration is active: Input help for the CRM product
If contract integration is not active: Input help for the contract model
You can deactivate your item without deleting it. To do so, use the indicator in the column
Create Move-In. This may be necessary during negotiations with the customer. The
system does not create a move-in or a contract during the subsequent process for items
that are not active.
It is possible to enter a new meter reading result that the customer provides and also to
display the previous meter reading result.
Once you have finished working with the parked document, you can check the data that you
have entered (Check Data button), save the parked document (Save button) or cancel the
sales process (Cancel Processing button).
3.2.2.4.2 Move-In/Out for Premise

A Web-based view of the move-in for premise business transaction using the parked
document appears. Entry of a new parked document starts automatically.


This data provides an overview of current data for the business partner who is moving in
or out, and can also be used to enter new data or modify existing data. It is not usually
necessary to enter data here, since the system automatically collects a large amount of
information in the background and assigns this to the parked document.
When the parked document is started, the system displays the data for the business
partner moving in as a default setting. You can switch to the data for the business partner
moving out by choosing the corresponding navigation link in the top half of the screen.
The system displays address and additional contact data for the business partner who is
moving in and the business partner moving out, who are also the contract partners. You
can change the address data here or enter a completely new address. You must first
select an address usage for a new address.
2) Contracts and meter reading results Details about the premise
This data defines the contract object, such as the product sold, the move-in date or the
meter reading, related in each case to the installation(s) that are assigned to the identified
premise. By assigning a business agreement here, you link payment data with the parked
document.
You can select an existing parked document or create a new one for the business
agreement that is relevant to the new contract during the process. To do so, choose the
corresponding entry in the Business Agreement field and enter a business agreement
number in the Contract Account field as required.
For more detailed information, see the documentation Increased Efficiency IS-U/CCS
Available Optimization Options on SAP Service Marketplace at
http://service.sap.com/utilities SAP for Utilities Product Information IS-U/CCS
General Cookbooks & Guidelines
You can enter a move-in date in the field with the same name. You can enter a move-out
date in the field with the same name. The move-out date must be at least one day before
the move-in date.
When the parked document is created, the system automatically transfers all installations
that were assigned to the premise identified in SAP ERP to items in the parked document.
This means that a different number of items are already proposed according to the
premise involved.
You can enter the product or contract model that is relevant for the new contract in the
CRM Product or Contract Model field. Alternatively, you can use the possible entries for
the field to obtain suggested products or contract models. Select a product or contract
model that is to be transferred to the item from the search results list.
You can specify whether the move-in or move-out is to be created for each installation.
To do so, use the indicator in the column Create Move-In or Create Move-Out.
3.2.2.4.3 Move-In/Out for Account

A Web-based view of the move-in for business partner business transaction using the parked
document appears. Entry of a new parked document starts automatically.


The account and payment data provide an overview of current data for the business
partner identified, and can also be used to enter new data or modify existing data. It is not
usually necessary to enter data here, since the system automatically collects a large
amount of information in the background and assigns this to the parked document.
The system displays address and additional contact data for the business partner, who is
also the contract partner. You can change the address data here or enter a completely
new address. You must first select an address usage for a new address.
You can also decide if the payment methods that apply to the contract to be ended are to
match the payment methods that apply to the new contract or whether these are to be
different. To do so, choose the corresponding entry in the Payment Data field.
2) Contracts and meter reading results Details about premise
The data in this area define the parameters that are required for the contract to be ended
and those that are required for the new contract.
The system automatically uses the premise identified during the move-in/out process.
The premise identified is used as a move-in or move-out premise in the parked document
according to whether a contract is currently available for this premise or business partner.
You can use a number of search fields to find a premise. Enter the corresponding search
criteria and choose Find Premise. The system offers you all premises that match these
search criteria. You can also see here in the Current Account column whether an active
contract currently exists with a business partner and if so with whom. Select a suitable
premise using the Confirm Premise button.
You can enter the move-out date for the contract to be ended.
In the case of the new contract, the maintenance interface for the contract content
appears. This includes the product sold, the move-in date or the meter reading, related in
each case to the installation(s) that are assigned to the identified premise. By assigning a
business agreement here, you link payment data with the parked document.
You can select an existing parked document or create a new one for the business
agreement that is relevant to the new contract during the process. To do so, choose the
corresponding entry in the Business Agreement field and enter a business agreement
number in the Contract Account field as required. For more detailed information, see the
documentation Increased Efficiency IS-U/CCS Available Optimization Options on SAP
Information IS-U/CCS General Cookbooks & Guidelines
You can enter a move-in date in the field with the same name.
The system proposes different items in the parked document according to the premise
according to the premise (and installations assigned in SAP ERP).
You can enter the product or contract model that is relevant for the new contract in the
CRM Product or Contract Model field. Alternatively, you can use the possible entries for
the field to obtain suggested products or contract models. Select a product or contract
model that is to be transferred to the item from the search results list.
You can specify whether the move-in is to be created for each installation. To do so, use
the indicator in the column Create Move-In.

4 Required Settings and Technical Information

4.1 Using Quotation Management in SAP CRM IC
WebClient
Quotation Management in the SAP CRM IC WebClient for Utilities is very similar to Contract
Management in the SAP CRM IC WebClient. In contrast to Contract Management, Quotation
Management is not mandatory if you want to integrate contracts between SAP CRM and SAP
ERP. When deciding whether you want to use Quotation Management, you should be aware
that some evaluations are more straightforward if quotations and contracts are separate
entities in the system. On the other hand, this can also lead to duplicate sales documents,
which increases memory storage requirements on the database.
4.1.1 Navigation Menu Entry

If you have decided not to use the quotation process in the SAP CRM IC WebClient, we
recommend hiding the corresponding menu entry. Proceed as follows:
1. Create a new business role by copying the standard role UTIL_IC (Customizing path
Customer Relationship Management UI Framework Business Roles Define
Business Role).
2. Create a new navigation bar profile by copying the standard profile UTL-IC
(Customizing path Customer Relationship Management UI Framework
Technical Role Definition Define Navigation Bar Profile).
3. Remove the menu access from your copy of the navigation toolbar profile (work
center) Quotation Management (UTL-QUO). To do so, choose the following path in
Customizing: Customer Relationship Management UI Framework Technical
Role Definition Define Navigation Bar Profile.
4. Assign your copy of the navigation toolbar to your copy of the business role
Business Roles Define Business Role).
4.1.2 Transaction Customizing

If you want to use quotations in SAP CRM IC WebClient, you must configure the
corresponding transactions in the system if you do not want to use the standard settings. You
can use the standard transaction type supplied by SAP (ISUQ), or one of your own. If you
have created your own transaction type for quotations in the SAP CRM IC WebClient, you
must now register this as a quotation in Customizing for Customer Relationship Management
under Industry-Specific Solutions Utilities Industry Transactions Settings for Utilities
Transactions in the activity Define Transaction Types. You must do this if you want to use the
new transaction type during the sales process for the utilities industry. Make sure that you
have selected standard transaction type as the usage and have selected the Quotation
checkbox field.
The object types Service Contract (BUS2000112) and Utilities Contract (BUS2000249) are
used as business transaction object categories for utilities quotations. These object types
have some similar technical aspects and some common features. These are described in
more detail in the document IS-U/CRM Contract Integration in the section Customizing
Settings for Service Contracts in CRM. The document is available on SAP Service
Marketplace at http://service.sap.com/utilities SAP for Utilities Product Information
SAP CRM for Utilities Cookbooks & Guidelines
4.1.3 Item Customizing

If you want to use quotations in SAP CRM IC WebClient, you must configure the
corresponding item categories in the system if you do not want to use the standard settings.
You can use the standard item categories supplied by SAP (ISUQ), ISU5, or one of your own.
If you have created your own item categories for quotations in the SAP CRM IC WebClient,
you must now register them as quotation items in Customizing for Customer Relationship
Management under Industry-Specific Solutions Utilities Industry Transactions
Settings for Utilities Transactions in the activity Make Settings for Item Categories. You must

do this if you want to use the new item categories during the sales process for the utilities
industry. Make sure that the Supplier Item Category and Quotation Item indicators are
selected.
If you want to use your item categories for items that are relevant to market communication,
you should also select the field IDE (IDE Communication Required) here. In theory, IDE
communication is only mandatory in the contract for deregulated divisions in deregulated
markets. However, it is sometimes advisable to collect this data in the quotation.
The object types CRM Utility Contract Item (BUS2000147) and CRM Utility Contract Item
(Lean) (BUS2000149) are used as business transaction object categories for utility quotation
items. These object types have some similar technical aspects and some common features.
These are described in more detail in the document IS-U/CRM Contract Integration in the
section Customizing Settings for Service Contracts in CRM. The document is available on
SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
Selecting the item categories to be used during the sales process is always dependent on the
following factors:
Transaction type
Item category group
Item category usage
Higher-level item category
The four factors listed above are used at the time of sale to determine the item categories
(see also the activity Define Item Category Determination in Customizing for Customer
Relationship Management under Transactions Basic Settings). The transaction type is
defined in the utilities industry-specific process framework for each process (see also section
4.6.7.2 Create Quotation Customizing documentation in SAP ERP under SAP Utilities
Customer Service CRM Integration Product Proposal.
).
The item category group is defined at product level (see also the documentation Defining
Utilities Cookbooks & Guidelines Item category usage and the higher-level item category
are not usually relevant to utilities industry-specific sales processes.
4.2 Using Quotation Management in SAP CRM

WebClient
Quotation Management in the SAP CRM WebClient for Utilities (Commercial and Industrial
Customers) is very similar to Contract Management in the SAP CRM WebClient. In contrast
to Contract Management, Quotation Management is not mandatory if you want to integrate
contracts between SAP CRM and SAP ERP. When deciding whether you want to use
Quotation Management, you should be aware that some evaluations are more straightforward
if quotations and contracts are separate entities in the system. On the other hand, this can
also lead to duplicate sales documents, which increases memory storage requirements on the
database.
4.2.1 Navigation Menu Entry

If you have decided not to use the quotation process in the SAP CRM WebClient, we
recommend hiding the corresponding menu entry. Proceed as follows:
1. Create a new business role by copying the standard role UTIL_SALES (Customizing
path Customer Relationship Management UI Framework Business Roles
Define Business Role).
2. In your copy of the business role UTIL_SALES, in the view Adjust Work Center Group
Links, deselect the options In Menu and Visible for both group links UTL-QUO-CR
and UTL-QUO-SR (Customizing path Customer Relationship Management UI
Framework Business Roles Define Business Role).


If you are using quotations in the SAP CRM WebClient for commercial and industrial
customers, you can use simplified and/or structured documents.
For more detailed information about the simplified document, see IS-U/CRM Contract
Integration in the section Customizing Settings for Service Contracts in CRM. The
document is available on SAP Service Marketplace at http://service.sap.com/utilities SAP
for Utilities Product Information SAP CRM for Utilities Cookbooks & Guidelines
For more detailed information about the structured document, see the documentation IS-
U/CRM Contract Integration in the section Structured Utilities Contract on SAP Service
Both the simplified and structured document types require you to configure the corresponding
transactions in the system if you do not want to use the standard settings. You can use the
standard transaction types supplied by SAP (simplified documents: ISU5, IUSQ; main item in
structured quotation documents: IUMQ; sub-item in quotation documents: IUS2), or those that
you define yourself. If you have created your own transaction types for quotations in the SAP
CRM WebClient, you must now register them as quotations in Customizing for Customer
Relationship Management under Industry-Specific Solutions Utilities Industry
Transactions Settings for Utilities Transactions. You must do this if you want to use these
new transaction types during the sales process for the utilities industry. Make sure that you
have configured the following settings:
Choose the standard transaction type usage for simplified documents
For main items in structured quotation documents, choose main item transaction
type as the usage and assign the lower-level transaction type.
For sub-items in structured quotation documents, choose sub-item transaction type
as the usage and enter the maximum number of document items for this transaction
type.
The maximum number of document items for lower-level items in structured

documents only defines the physical number of items that is managed in the
background by the system for the user. The number of items that a document can
contain for a user responsible for commercial and industrial customers is only
indirectly influenced by this entry and may be significantly higher.
Select the Quotation and CIC (commercial and industrial customer contract)
indicators.
used as business transaction object categories for utilities contracts. These object types have
some technical differences and some common features. These are described in more detail in
the document IS-U/CRM Contract Integration in the section Customizing Settings for
Service Contracts in CRM. The document is available on SAP Service Marketplace at
Make sure that you are using the business transaction object category Utilities Contract
(BUS2000249) for structured documents.

If you want to use quotations in SAP CRM WebClient, you must configure the corresponding
item categories in the system if you do not want to use the standard settings. You can use the
standard item categories supplied by SAP (IUMQ, IUS2, IUSQ), or one of your own. If you
have created your own item categories for quotations in the SAP CRM WebClient, you must
now register them as quotation items in Customizing for Customer Relationship Management
Transactions in the activity Make Settings for Item Categories. You must do this if you want to
use the new item categories during the sales process for the utilities industry. Make sure that
the CIC (commercial and industrial customer contract), Supplier Item Category and Quotation
Item indicators are selected.

you should also select the checkbox field IDE (IDE Communication Required) here. In theory,
IDE communication is only mandatory in the contract for deregulated divisions in deregulated
markets. However, it is sometimes advisable to collect this data in the quotation.
(Lean) (BUS2000149) are used as business transaction object categories for utility quotation
items. These object types have some technical differences and some common features.
If you define items that are to be used in structured quotation documents, you must select the
business transaction item object category CRM Utility Contract Item (Lean) (BUS2000149).
following factors:
Transaction type
Item category group
Item category usage
defined for the commercial and industrial customer scenario in various ways:
If quotations are created directly (from the navigation menu Sales Cycle
Quotations) by user selection
During the creation of quotations using the utilities industry-specific process
framework for each process. The following processes are relevant here:
Create quotation using point of delivery set (QUOT_CREATE_BSKT)
Create quotation using point of delivery set with structured main items
(QUOT_CREATE_BSKM)
Copy quotation (QUOT_COPY_CI)
Create quotation from the contract (QUOT_CREATE_CON1)
Create quotation using contract UI (QUOT_CREATE_CON2)
Create quotation from the contract (QUOT_CREATE_CONS)
Merge contract items in the quotation (QUOT_MERGE_CONTI)
Create quotation from contract item set (QUO_CONSET_COPY)
Create structured quotation from contract item set (QUO_CONSET_COPYS)
Create quotation using contract item set UI (QUO_CONSET_UI)
4.3 Using Contract Management in SAP CRM IC

WebClient
Contract Management in the SAP CRM IC WebClient for Utilities is very similar to Quotation
Management in the SAP CRM IC WebClient. In contrast to Quotation Management, Contract
Management is mandatory if you want to integrate contracts between SAP CRM and SAP
ERP.


If you do not want to use the standard settings, you must configure the corresponding
transactions in the system. You can use the standard transaction type supplied by SAP
(ISUL), or one of your own. If you have created your own transaction type for contracts in the
SAP CRM IC WebClient, you must now register this as a contract in Customizing for
Customer Relationship Management under Industry-Specific Solutions Utilities Industry
Transactions Settings for Utilities Transactions. You must do this if you want to use the
have selected standard transaction type as the usage and do not select the Quotation
checkbox field.
have some technical differences and some common features. These are described in more
detail in the document IS-U/CRM Contract Integration in the section Customizing Settings
for Service Contracts in CRM. The document is available on SAP Service Marketplace at

If you do not want to use the standard settings for contract items, you must configure the
corresponding item categories in the system. You can use the standard item categories
supplied by SAP (ISU0, ISUI, ISUL), or one of your own. If you have created your own item
categories for contracts in the SAP CRM IC WebClient, you must now register them as
contract items in Customizing for Customer Relationship Management under Industry-Specific
Solutions Utilities Industry Transactions Settings for Utilities Transactions in the
activity Make Settings for Item Categories. This is a prerequisite for using the new item
categories during the sales process for the utilities industry. Check that the indicator Supplier
Item Category is selected and the indicators CIC (commercial and industrial customer
contract), and Quotation Item indicators are not selected.
you should also select the field IDE (IDE Communication Required) here. This is mandatory
for deregulated divisions in deregulated markets.
(Lean) (BUS2000149) are used as business transaction object categories for utility contract
following factors:
Transaction type
Item category group
Item category usage
4.6.7.11 Start Contract). The item category group is defined at product level (see also the
documentation Defining Products and Product Packages in the Utilities Industry on SAP
Information SAP CRM for Utilities Cookbooks & Guidelines Item category usage and the
higher-level item category are not usually relevant to utilities industry-specific sales processes.

4.4 Using Contract Management in SAP CRM

WebClient
Contract Management in the SAP CRM WebClient for Utilities (Commercial and Industrial
Customers) is very similar to Quotation Management in the SAP CRM WebClient. In contrast
to Quotation Management, Contract Management is mandatory if you want to integrate
contracts between SAP CRM and SAP ERP.

You can use simplified and/or structured documents for contracts in the SAP CRM WebClient
for commercial and industrial customers.
For more detailed information about the simplified document, see the documentation IS-
U/CRM Contract Integration in the section Customizing Settings for Service Contracts in
CRM on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
For more detailed information about the structured document, see the documentation IS-
U/CRM Contract Integration in the section Structured Utilities Contract on SAP Service
Both the simplified and structured document types require you to configure the corresponding
transactions in the system if you do not want to use the standard settings. You can use the
standard transaction types supplied by SAP (simplified documents: ISU0, IUSL; main item in
structured contracts: IUMC; sub-item in structured contracts: IUSC), or those that you define
yourself. If you have created your own transaction types for contracts in the SAP CRM
WebClient, you must now register them as contracts in the activity Define Transaction Types
in Customizing for Customer Relationship Management under Industry-Specific Solutions
Utilities Industry Transactions Settings for Utilities Transactions. You must do this if you
want to use these new transaction types during the sales process for the utilities industry.
Make sure that you have configured the following settings:
Choose the standard transaction type usage for simplified documents
For main items in structured contracts, choose main item transaction type as the
usage and assign the lower-level transaction type.
For sub-items in structured contracts, choose sub-item transaction type as the usage
and enter the maximum number of document items for this transaction type.
The maximum number of document items for lower-level items in structured

documents only defines the physical number of items that is managed in the
background by the system for the user. The number of items that a document can
contain for a user responsible for commercial and industrial customers is only
indirectly influenced by this entry and may be significantly higher.
Do not select the Quotation checkbox field.
Do not select the CIC (commercial and industrial customer contract) checkbox field.
have some technical differences and some common features. These are described in more
detail in the documentation IS-U/CRM Contract Integration in the section Customizing
Settings for Service Contracts in CRM on SAP Service Marketplace at

If you do not want to use the standard settings for contract items, you must configure the
supplied by SAP (IUSC, IUSI, IUSL), or one of your own. If you have created your own item
categories for contracts in the SAP CRM WebClient, you must now register them as contract
items in Customizing for Customer Relationship Management under Industry-Specific

Solutions Utilities Industry Transactions Settings for Utilities Transactions in the

activity Make Settings for Item Categories. You must do this if you want to use the new item
categories during the sales process for the utilities industry. Make sure that the checkbox
fields Supplier Item Category and CIC are selected and the checkbox field Quotation Item is
not selected.
(Lean) (BUS2000149) are used as business transaction object categories for utility contract
These are described in more detail in the documentation IS-U/CRM Contract Integration in
the section Customizing Settings for Service Contracts in CRM on SAP Service Marketplace
at http://service.sap.com/utilities SAP for Utilities Product Information SAP CRM for
If you define items that are to be used in structured contract documents, you must select the
business transaction item object category CRM Utility Contract Item (Lean) (BUS2000149).
following factors:
Transaction type
Item category group
Item category usage
defined in the utilities industry-specific process framework for each process. The following
processes are relevant here:
Create contract using point of delivery set (CONT_CREATE_BSKT)
Create contract using point of delivery set with structured main items
(CONT_CREATE_BSKM)
Accept CIC quotation (QUOT_ACCEPT_CI or QUOT_ACC_ALL_CI)
Accept quotation items (QUOT_ACC_ITEM_CI)
4.5 Using the Package Functions in SAP CRM IC

WebClient
The package function in SAP CRM IC WebClient for Utilities is optional. If you are not using
the standard settings, you must make some additional settings before you can use the
package functions.

If you do not want to use the standard settings, you must configure the corresponding
transactions in the system. As soon as a package product is used in Quotation or Contract
Management, the system creates a package document in the background. You can use the
standard transaction type supplied by SAP (IUPC for packages in contracts, IUPQ for
packages in quotations), or one of your own. If you have created your own transaction type
for package documents in the SAP CRM IC WebClient, you must now register this as a
package document in the activity Define Transaction Types in Customizing for Customer
Relationship Management under Industry-Specific Solutions Utilities Industry
Transactions Settings for Utilities Transactions. You must do this if you want to use the
choose Package as the usage. You can use packages in quotations and contracts. You

should select the Quotation checkbox field according to the process for which your
transaction type is to be used.
The object type Utilities Industry: Package (BUS2000248) is used as a business transaction
object category for package documents.
A package product usually consists of a number of different products, which cannot be
managed in the same document as the package product at the time of sale. The following
diagram illustrates this:
The product package Christmas package consists of the following package

components:
Christmas Electricity
Christmas Gas
Christmas Coffee Machine
Christmas Energy Consulting
The schema above would look as follows for this example:
You must define the transaction type to be used for each individual package component in
Customizing. You do so using the transaction type for the package document in combination
with the item category group that has been defined at the level of the respective package
component.
Check the settings made to determine transaction types for package components in the
activity Define Package Types in Customizing for Customer Relationship Management under
Industry-Specific Solutions Utilities Industry Transactions Settings for Utilities
Transactions Transaction Settings for Utility Packages and make any changes required.
Determination in the example above can be as follows:

In this context, it is very important to understand that documents that are created and used in
conjunction with product packages physically (on the database) consist of more than one
document. Only one document with several items can be visible in the application in the SAP
CRM IC WebClient. However, several documents are used and linked in the background.
The following contains a more technical description of the involved object types and the
relevant relations:
The graphic shows you that there is a link between the higher-level package item and the
items assigned to it (that contain the package components).
For more information about defining products and product packages in the utilities industry,
see the documentation Defining Products and Product Packages on SAP Service
Documents that contain product packages have different requirements regarding the
organizational data used. The system is configured so that organizational data is always
determined in the package header (BUS2000248) and copied to the dependent items and
documents. This means that the respective settings for the organizational data and the
determination of this data must be aligned to avoid errors in the documents.

If you do not want to use the standard settings for package items, you must configure the
supplied by SAP (IUPC for package items in contracts, IUPQ for package items in quotations),
or one of your own. Items that contain product packages are not intended to be used for
market communication.
The object type Utilities Industry: Package Item (BUS2000196) is used as a business
transaction object category for package items.
Selecting the item categories to be used during the sales process for package items is always
dependent on the following factors:
Transaction type
Item category group
Item category usage
4.6.7.13 Generate Package Document).
The item category group is defined at product package level (see also the documentation
Defining Products and Product Packages on SAP Service Marketplace at
4.6 Sales Processes for the Utilities Industry

Sales processes for the utilities industry are represented using the process framework in SAP
CRM. Some specific processes and their attributes for Quotation and Contract Management
in the SAP CRM IC WebClient (for residential customers) can differ from the processes that
are designed for Quotation and Contract Management in the WebClient (for commercial and
industrial customers to a greater or lesser degree. The following section provides an overview
of this. For more information, see the document Utilities Process Framework on SAP
4.6.1 Process Profiles

Process profiles are used to combine all processes that are to be available in a business role.
SAP currently supplies two utilities industry-specific process profiles that are used in the
corresponding business roles:
Business Role Process Profile
Utilities IC Agent (UTIL_IC) Utilities IC Profile (DEFAULT)
Utilities Industry: IC Agent (regulated) - Utilities IC Profile (DEFAULT)
(UTIL_IC_REG)
Utilities Industry: IC Agent (lean, without [No assignment to a process profile]
contract integration) - (UTIL_IC_LEAN)
Utilities Sales for KAM Utilities Commercial and Industrial
(UTIL_SALES) Customer Profile(UTIL_SALES)
The function profile IUPROCESS is used to assign process profiles to business roles within a
business role.

No process profile is assigned to the business role Utilities Industry: IC Agent (Lean)
(UTIL_IC_LEAN), since utilities contracts are not created using CRM documents and the
process framework requires these as a basis.
4.6.1.1 Processes in the Utilities IC Process Profile
The processes in the process profile DEFAULT (Utilities IC Profile) are listed in the following.
Process Short Description Additional Information
Complete package document Complete incomplete See section {0>).If the
(CNTR_CMPLT_PACK) package document business partner and
business agreement in the
existing contract are identical
to those in the new contract,
the system performs an
automatic product change for
the existing contract in the
background (process
Automatic Product Change,
see also section 4.6.7.23
Automatic Product Change
The generic process view
PROD_CHANGE is assigned
to the Follow-Up Product
Change process.
).
(process application) and 0
The system creates the
corresponding switch
documents for market
communication-relevant
contract items. It also
changes the date field
Contract End accordingly for
all other items.
(process configuration)
Generate package document Create package document See section 0 Quotation
(CNTR_PACKAGE) (process application) and 0 If
the date field Requested
Contract End is changed, the
system checks whether this
date is now later than the
contract start date. If a
market communication-
relevant item is not involved,
the system copies this date
into the Contract End date
field. In all other cases, the
system copies the date
entered into the
corresponding field in the
switch message.


Cancel contract end Cancel contract end See section {0>).If the
(CONTEND_CANCEL) business partner and
background (process
Change process.
).
all other items.
Change contract end Change contract end date See section {0>).If the
(CONTEND_CHANGE) business partner and
background (process
Change process.
).
all other items.


Change contract Access contract change See section {0>).If the
(CONTRACT_CHANGE) processes business partner and
background (process
Change process.
).
An internal process view is
used for the process
Complete Package
Document. This means that
no generic process view is
assigned to the process in
Customizing.
Complete contract Complete incomplete See section {0>).If the
(CONTRACT_CMPLT) contract business partner and
background (process
Change process.
).
The Correct Contract process
can only be executed for
contract items that do not
have the status Incomplete
(I2417).


Correct contract Correct contract See section {0>).If the
(CONTRACT_CORRECT) business partner and
background (process
Change process.
).
(process application
ISU_REL: Linked items for
product package components
in the package document
(such as energy contract
items, material order items
and so on).
End contract End contract See section {0>).If the
(CONTRACT_END) business partner and
background (process
Change process.
).
(process application and 0
The Cancel Product Change
process is executed as a
one-click process. This
means that no generic
process view is assigned to
the process in Customizing.


Start contract Create new contract See section 0 Contract
(CONTRACT_START) (process application) and 0
The process sets the status
Completed (I1005) at
document header level. The
business transaction
Complete (FINI) is also
executed. It also sets the
status Cancellation (CANC)
and the rejection reason (see
configuration parameter) for
every item that is not a utility
contract item. Utility contract
items are not rejected using
the process
QUOT_REJECT_PACK. The
process
QUOTATION_REJECT is
used here.
Cancel contract Cancel contract See section {0>).If the
(CONTSTART_CANCEL) business partner and
background (process
Change process.
).
Once the user has changed
the date field Requested
Contract Start, the system
updates the switch message
accordingly for market
items.


Change contract start date Change contract start date See section {0>).If the
(CONTSTART_CHANGE) business partner and
background (process
Change process.
).
(process application) and 0 It
contract items (and not
quotation items).
Forced move-out Force contract end, since a (See section 0 Contract
(FORCED_MOVEOUT) new contract is created. (process application) and
4.6.7.12 Forced Move-Out It
contract items (and not
quotation items).
Cancel product change Cancel product change See section {0>).If the
(PRODCHANGE_CNC) business partner and
background (process
Change process.
).
(process application) and
4.6.7.24 Cancel Product
ChangeIt can only be
executed for contract items
(and not quotation items).


Product change in same Product change Perform (See section {0>).If the
document part 1 (same document) business partner and
(PROD_CHANGE_CURR) business agreement in the
background (process
Change process.
).
(process application and
4.6.7.20 Product Change in
Same Document It can only
be executed for contract
items (and not quotation
items).
Product change in new Product change Perform See section {0>).If the
document part 1 (new document) business partner and
(PROD_CHANGE_NEW) business agreement in the
background (process
Change process.
).
(process application) and
4.6.7.21 Product Change in
New Document It can only be


Follow-up product change Product change Perform See section {0>).If the
(PROD_CHANGE_PAR2) part 2 business partner and
background (process
Change process.
).
(process application and
4.6.7.22 Follow-Up Product
Change It can only be
Automatic product change Automatic product change in See section 0 Contract
(PROD_CHANGE_PCHA) the background (process application) and 0
the process
process
QUOTATION_REJECT is
used here.


Accept quotation Accept quotation See section 05 Quotation
(QUOTATION_ACCEPT) (process application) and 0
the process
process
QUOTATION_REJECT is
used here.
Change quotation Change quotation See section 05 Quotation
(QUOTATION_CHANGE) (process application) and 03
the process
process
QUOTATION_REJECT is
used here.


Create quotation Create new quotation See section 05 Quotation
(QUOTATION_CREATE) (process application) and 02
the process
process
QUOTATION_REJECT is
used here.
Reject quotation Reject quotation See section 05 Quotation
(QUOTATION_REJECT) (process application) and 06
the process
process
QUOTATION_REJECT is
used here.


Release quotation Release quotation See section 05 Quotation
(QUOTATION_RELEAS) (process application) and 0
the process
process
QUOTATION_REJECT is
used here.
Accept quotation package Accept quotation document See section 05 Quotation
(QUOT_ACCEPT_PACK) with product package (process application) and 0
the process
process
QUOTATION_REJECT is
used here.


Generate package document Create quotation document See section 05 Quotation
(QUOT_PACKAGE) with product package (process application) and 0
the process
process
QUOTATION_REJECT is
used here.
Reject quotation package Reject quotation document (See section 05 Quotation
(QUOT_REJECT_PACK) with product package (process application) and 0
the process
process
QUOTATION_REJECT is
used here.


Release quotation package Release quotation document See section 05 Quotation
(QUOT_RELEAS_PACK) with product package (process application) and 0
the process
process
QUOTATION_REJECT is
used here.
4.6.1.2 Processes in the Utilities Commercial and Industrial Customers

Process Profile
This section is not yet available.
4.6.2 Process Categories

Process categories are used in the process framework to group processes and control these
process groups. Process categories apply across all clients. Process categories are
sometimes programmed into the source text.
The configuration structure is one aspect that is defined in a process category. This structure
contains parameters that can be used in the respective processes.
Since a process category can be used in several processes, not all parameters that are
defined in the configuration structure are used in every process. This means that the
process level contains configuration parameters that are not evaluated.
You can display the process categories supplied by SAP using the activity Define Process
Categories, and if you have authorization to make cross-client changes, you can create new
categories. You find this activity in Customizing for Customer Relationship Management,
under Industry-Specific Solutions Utilities Industry Settings for User Interfaces
Transaction Processing Processes.
For more information about process categories, see the document Utilities Process
Framework on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
4.6.3 Process Reasons

You can define process reasons for the processes defined in the system. To do so, in the first
step define the process reasons and in the second step assign these to specific process
categories.
To define process reasons, use the Customizing maintenance view CRMV_IU_PR_RESN,
which you access in the activity Define Process Reasons in Customizing for Customer
Relationship Management under Industry-Specific Solutions Utilities Industry Settings
for User Interfaces Transaction Processing Processes.
To assign process reasons to process categories, use the maintenance view
CRMV_IU_PR_RESAS, which you access in the activity Assign Process Reasons to Process
Categories in Customizing for Customer Relationship Management under Industry-Specific

Solutions Utilities Industry Settings for User Interfaces Transaction Processing

Processes.
For more information about process reasons, see the document Utilities Process Framework
on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
4.6.4 Process Views

Process views are required for some processes, particularly when user entries are required
for the process. During the process control (buttons for starting, canceling and ending the
process), you have the option of returning to generic functions or implementing your own
process check. If you choose the first option (generic process control), the system defines
process views and assigns them to the processes.
SAP supplies a series of process views that use the generic process control.
Check the standard process views in the Define Process Activity in Customizing for Customer
Relationship Management, under Industry-Specific Solutions Utilities Industry Settings
for User Interfaces Transaction Processing Processes. You can add your own views
here. Note that these are cross-client settings.
Check the assignment of process views to processes in the Define Process Activity in
Customizing for Customer Relationship Management, under Industry-Specific Solutions
Utilities Industry Settings for User Interfaces Transaction Processing Processes. You
can also make your own settings here, for example to assign your own views to your new
processes.
For more information about process views, see the document Utilities Process Framework
on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities Product
4.6.5 Switch Action Group

The switch action group is relevant if you are working in deregulated markets and sell utility
products in deregulated divisions. It can be defined as a process configuration value in some
processes and defines the selection of switch actions that can be made available for market
communication-relevant document items in the respective process.
The switch action group CONTRACT_START is assigned to the process Start Contract
(CONTRACT_START), which is available in the standard system for the SAP CRM IC
WebClient. This means that the selection options Start of Supply, Start of Supply (New
Installation), and Start of Supply (Change of Supplier) are available to you during this
process.
SAP supplies a series of switch actions that are combined in switch action groups. You can
use the standard settings or define your own actions and action groups.
If you want to view the standard settings and define your own settings, use the Market
Communication activity in Customizing for Customer Relationship Management, under
Industry-Specific Solutions Utilities Industry Settings for User Interfaces Transaction
Processing.
If you want to use your own switch actions and switch action groups, you must assign them to
your processes that are affected by this in process configuration. For more information about
the individual processes, see section 0 Processes in Detail.
Note that in addition to defining the switch actions and switch action groups, you must
also make the corresponding settings for item categories so that the user can enter
market communication data at item level during the sales process. For more information
see the following:
Quotations in SAP CRM IC WebClient: Section 0 The object types Service
Contract (BUS2000112) and Utilities Contract (BUS2000249) are used as
business transaction object categories for utilities quotations. These object types
have some similar technical aspects and some common features. These are
described in more detail in the document IS-U/CRM Contract Integration in the

section Customizing Settings for Service Contracts in CRM. The document is

available on SAP Service Marketplace at http://service.sap.com/utilities SAP for
Utilities Product Information SAP CRM for Utilities Cookbooks &
Guidelines
Quotations in SAP CRM WebClient: Section 0 Make sure that you are using the
business transaction object category Utilities Contract (BUS2000249) for
structured documents.
Contracts in SAP CRM IC WebClient: Section 0 The object types Service Contract
(BUS2000112) and Utilities Contract (BUS2000249) are used as business
transaction object categories for utilities quotations. These object types have
some technical differences and some common features. These are described in
more detail in the document IS-U/CRM Contract Integration in the section
Customizing Settings for Service Contracts in CRM. The document is available
on SAP Service Marketplace at http://service.sap.com/utilities SAP for Utilities
Contracts in SAP CRM WebClient: Section 0 The object types Service Contract
(BUS2000112) and Utilities Contract (BUS2000249) are used as business
transaction object categories for utilities quotations. These object types have
some technical differences and some common features. These are described in
more detail in the documentation IS-U/CRM Contract Integration in the section
Customizing Settings for Service Contracts in CRM on SAP Service Marketplace
at http://service.sap.com/utilities SAP for Utilities Product Information
You also need to make additional settings to perform market communication-relevant

processes. For more information, see the document Change of Supplier Processes in
Customer Service on SAP Service Marketplace at http://service.sap.com/utilities SAP
for Utilities Product Information SAP CRM for Utilities Cookbooks & Guidelines
4.6.6 Check Group for CVV Check

The check group for the card verification value (CVV) check can be used in processes to
prevent stolen or fraudulent credit cards being used. The CCV can be used to establish if a
credit card is actually physically available.
In the process framework, you can use the corresponding configuration parameters (such as
CC_CHECK_GROUP_EXIST or CC_CHECK_GROUP_NEW) to define whether entry of a
CVV is to be requested during the process. If a check group has been recorded in these
parameters, you must specify the CVV if you change an existing credit card
(CC_CHECK_GROUP_EXIST) or if you create a new credit card
(CC_CHECK_GROUP_NEW). If this value is missing, the system displays an error message.
If no check group has been entered, the CVV is not required and is not checked by the
system.
The check group is defined in the Define Settings for Payment Card Check, Authorization and
Checking Group activity in Customizing for Customer Relationship Management, under
Industry-Specific Solutions Electronic Toll Collection Settings for User Interfaces
Paycard Check.
4.6.7 Processes in Detail

Many processes are supplied as standard processes in the process framework and you can
modify them by copying them to the customer namespace and changing them there. You can
for example modify the process configuration in Customizing so that you can assign a
different transaction type to the one defined in the standard SAP System. To do so, in the
Define Processes activity in Customizing for Customer Relationship Management, under

Industry-Specific Solutions Utilities Industry Settings for User Interfaces Transaction

Processing Processes, choose your process profile (or a copy of a standard profile),
followed by the respective process and then the Process Configuration Values view. The
system displays a view of the configuration options according to the assigned process
category, which you can modify as required.
The following section provides a short description of the configuration options available for
processes supplied in the standard SAP System.
4.6.7.1 Product Proposal (SAP CRM IC WebClient)
The product proposal in the SAP CRM IC WebClient for Utilities is not mandatory if you want
to integrate utility contracts between SAP CRM and SAP ERP.
Unlike many other sales processes in the SAP CRM IC WebClient for the utilities industry, the
product proposal process is not started technically from the process framework. However, at
the end of the product proposal process, it is possible to use the process framework to start
subsequent processes such as Create Quotation or Start Contract.
If you have decided not to use the product proposal process in the SAP CRM IC WebClient,
we recommend hiding the corresponding menu entry. Proceed as follows:
1. Create a new business role by copying the standard role UTIL_IC (Customizing path
Customer Relationship Management UI Framework Business Roles Define
Business Role).
2. Create a new navigation bar profile by copying the standard profile UTL-IC
Technical Role Definition Define Navigation Bar Profile).
3. Remove the menu access from your copy of the navigation toolbar profile (work
center) Product Proposal (UTL-PRP). To do so, choose the following path in
Customizing for Customer Relationship Management UI Framework Technical
Role Definition Define Navigation Bar Profile.
4. Assign your copy of the navigation toolbar to your copy of the business role
Business Roles Define Business Role).
If you want to use the product proposal in the SAP CRM IC WebClient, you must make some
configuration settings. For more information, see the following documentation:
Document IS-U/CRM Contract Integration in the section Settings for the Product
Proposal on SAP Service Marketplace at http://service.sap.com/utilities SAP for
Utilities Product Information SAP CRM for Utilities Cookbooks & Guidelines
Customizing documentation in SAP ERP under SAP Utilities Customer Service
CRM Integration Product Proposal.
4.6.7.2 Create Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Create Quotation
(QUOTATION_CREATE) for the process category Create Quotation (IUQC):
Parameter Short Description Standard Value
CC_CHECK_GROUP_EXIST Check group for the CVV check (Card Z1
Verification Value) for an existing
credit card
CC_CHECK_GROUP_NEW Check group for the CVV check (Card Z1
Verification Value) for a new credit
card
PROCESS_TYPE Transaction type for utility quotations ISUQ
that are created using this process
SWT_MSG_GROUP Switch action group that can also be CONTRACT_START
available for quotation items
You can enter a different transaction type here. You must first register this as a quotation in
the activity Define Transaction Types in Customizing for Customer Relationship Management


Transactions. For more information, see section 4 Required Settings and Technical
Information
.
An internal process view is used for the process Create Quotation. This means that no
generic process view is assigned to the process in Customizing.
4.6.7.3 Change Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Change Quotation
(QUOTATION_CHANGE) for the process category Change Quotation (IUQH):
SWT_MSG_GROUP Switch action group that can also be
The system does not evaluate the parameter SWT_MSG_GROUP in the standard system.
An internal process view is used for the process Change Quotation. This means that no
The Change Quotation process opens an existing quotation so that changes can be made. It
can only be executed if the document does not have the status Released (I1004), Completed
(I1005) or Quotation Accepted (I1079).
If subsequent processes are involved, the system also checks whether the new contract start
date is later than any other active contract that may exist.
4.6.7.4 Release Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Release Quotation
(QUOTATION_RELEAS) for the process category Release Quotation (IUQR):
The Release Quotation process is executed as a one-click process. This means that no
The Release Quotation process can only be executed if the quotation document does not
have the status Released (I1004), Quotation Accepted (I1079) or Completed (I1005) and the
quotation items do not have the status Released (I1004), Errors (I1030) or Completed (I1005).
The business transaction Release (RELE) is used to set the status to Released (I1004).
If product packages exist in the quotation to be released, the system registers all package
items for the subsequent process for the category IUPR.
4.6.7.5 Accept Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Accept Quotation
(QUOTATION_ACCEPT) for the process category Accept Quotation (IUQA):
PROCESS_TYPE Transaction type for contracts that ISUL
are created using this process
available for the new contract items
It can only be executed if the document does not have the status Completed (I1005),
Quotation Accepted (I1079) or Errors (I1030). It sets the status Released (I1004) and
Quotation Accepted (I1079) at document header and item level. The business transaction
Complete (FINI) is executed for all quotation items with the same point of delivery. This
transaction sets the status Completed (I1005).

Quotation items are copied into the new contract document using the method
CL_CRM_ISU_ORDER_COPY=>ITEM. Generic copying control is not used here.
Note that generic copying control is not used when a utility quotation is converted to a
utility contract. Copying the quotation data into the contract is part of this process.
If the Accept Quotation process leads to a product change for an existing contract, it can only
be executed if the contract start date in the quotation items to be accepted is later than the
contract start date of the corresponding contract. In this case, the process restricts the
preceding utility contract item according to the quotation to be accepted.
If the Accept Quotation process does not lead to a product change for an existing contract,
the process configuration parameter PROCESS_TYPE is used for the transaction type of the
contract to be created.
The system terminates the start of the Accept Quotation process if it is unable to determine
the value of the parameter PROCESS_TYPE, if the determined value was not defined as a
transaction type or if no valid item category can be determined using the combination of the
transaction type (parameter PROCESS_TYPE) using the item category group determined.
If you terminate the process whilst it is being executed, the system also resets the status
Quotation Accepted (I1079) at document header level. It also deletes the new contract items.
If a product change is performed, the system resets the end date in the existing contract
during the termination.
The Accept Quotation process is executed as a one-click process. This means that no
generic process view is assigned to the process in Customizing. The quotation document is
converted to a contract document during this process. The process Change Contract
(CONTRACT_CHANGE) is started as a subsequent process to enable the user to make
entries (the Change Contract process has a user interface). The method CONTEXT-
>REGISTER_ITEM_GUID_4_FOLLOWUP is used to register the new contract items for the
subsequent process CONTRACT_CHANGE.
Switch documents are not created in the Accept Quotation process. These are created in the
CONTRACT_CHANGE process.
4.6.7.6 Reject Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Reject Quotation
(QUOTATION_REJECT) for the process category Reject Quotation (IUQJ):
PROCESS_TYPE Transaction type for contracts that
available for the new items
The system does not evaluate both parameters in the standard system.
An internal process view is used for the process Reject Quotation. This means that no generic
process view is assigned to the process in Customizing.
This process can only be executed if the quotation document does not have the status
Released (I1004), Completed (I1005) or Quotation Accepted (I1079).
It sets the status Completed (I1005) at document header and item level. The business
transaction Complete (FINI) is also executed.
If quotations contain one or more product packages, the process registers all package items
for the subsequent process for the category IUPJ.
4.6.7.7 Generate Package Document Quotation (SAP CRM IC WebClient)
The following configuration options are available for the process Generate Package
Document Quotation (QUOT_PACKAGE) for the process category Generate Package
(IUPQ):


PROCESS_TYPE Transaction type for quotations that IUPQ
contain product packages and are
created using this process
You can enter a different transaction type here. You must first register this as a package
document in the activity Define Transaction Types in Customizing for Customer Relationship
Settings for Utilities Transaction Transaction Settings for Utility Packages. For more
information, see section Accept quotation items (QUOT_ACC_ITEM_CI)
.
An internal process view is used for the process Generate Package Document Quotation.
This means that no generic process view is assigned to the process in Customizing.
The Generate Package Document Quotation process is used to control the way in which
product packages are expanded in quotations. It is not started explicitly but is part of the
Create Quotation process. It is started as a sub-process if you enter a product package in the
Package field and confirm your entry. The process is the same as the Generate Package
Document process, which is described in more detail in 0 If the date field Requested Contract
End is changed, the system checks whether this date is now later than the contract start date.
If a market communication-relevant item is not involved, the system copies this date into the
Contract End date field. In all other cases, the system copies the date entered into the
corresponding field in the switch message.
.
4.6.7.8 Release Quotation Package (SAP CRM IC WebClient)
The process Release Quotation (QUOT_RELEAS_PACK) is used in the SAP CRM IC
WebClient to release utilities industry-specific quotation documents that contain product
packages.
It belongs to the process category Release Quotation Package (IUPR), for which no
configuration options are currently supplied.
An internal process view is used for the process Release Quotation Package. This means
that no generic process view is assigned to the process in Customizing.
This process is a subsequent process for the process QUOTATION_RELEAS. It is used to
release documents and items in quotations that contain product packages. This also includes
the linked document headers and items in sales and service quotations.
The process can only be executed for items that are produced from product packages. It can
only be executed if the relevant document headers do not have the status Released (I1004),
Completed (I1005) or To Be Distributed (I1054).
The To Be Distributed status is usually assigned immediately after the quotation is

created, but should be quickly deleted by the system. If the user releases the quotation
shortly after creating it, the process cannot be performed successfully due to the active
status To Be Distributed.
The process sets the status Released (I1004) at document header level. It also sets the
status Released (I1004) for every item that is not a utility contract item. Utility contract items
are not released using the process QUOT_RELEAS_PACK. The process
QUOTATION_RELEAS is used here.
4.6.7.9 Accept Quotation Package (SAP CRM IC WebClient)
The following configuration options are available for the process Accept Quotation Package
(QUOT_ACCEPT_PACK) for the process category Accept Quotation Package (IUPA):
PROCESS_TYPE Transaction type for contracts that IUPC
contain product packages and are
created using this process

.
The Accept Quotation Package process is executed as a one-click process. This means that
no generic process view is assigned to the process in Customizing.
4.6.7.10 Reject Quotation Package (SAP CRM IC WebClient)
The following configuration options are available for the process Reject Quotation Package
(QUOT_REJECT_PACK) for the process category Reject Quotation Package (IUPJ):
SALES_REJECTION Rejection reason for sales items
SERVICE_REJECTION Rejection reason for service items
The system does not evaluate both parameters in the standard system.
An internal process view is used for the process Reject Quotation Package. This means that
This process is a subsequent process for the process QUOTATION_REJECT. It is used to
reject documents and items in quotations that contain product packages. This also includes
the linked document headers and items in sales and service quotations.
The process can only be executed for items that are produced from product packages. It can
only be executed if the relevant document headers do not have the status Completed (I1005),
Quotation Accepted (I1079) or To Be Distributed (I1054).
The To Be Distributed status is usually assigned immediately after the quotation is

created, but should be quickly deleted by the system. If the user rejects the quotation
shortly after creating it, the process cannot be performed successfully due to the active
status To Be Distributed.
The process sets the status Completed (I1005) at document header level. The business
transaction Complete (FINI) is also executed. It also sets the status Cancellation (CANC) and
the rejection reason (see configuration parameter) for every item that is not a utility contract
item. Utility contract items are not rejected using the process QUOT_REJECT_PACK. The
process QUOTATION_REJECT is used here.
4.6.7.11 Start Contract (SAP CRM IC WebClient)
The following configuration options are available for the process Start Contract
(CONTRACT_START) for the process category Contract Start (IUMI):
CC_CHECK_GROUP_EXIST Check group for the CVV check (Card Z1
Verification Value) for an existing
credit card
CC_CHECK_GROUP_NEW Check group for the CVV check (Card Z1
Verification Value) for a new credit
card
PROCESS_TYPE Transaction type for utility contracts ISUL
SWT_MSG_GROUP Switch action group that is available CONTRACT_START
for contract items
You can enter a different transaction type here. You must first register this as a contract in the
activity Define Transaction Types in Customizing for Customer Relationship Management

Transactions. For more information, see section 0 The item category group is defined at
product level (see also the documentation Defining Products and Product Packages in the
Utilities Industry on SAP Service Marketplace at http://service.sap.com/utilities SAP for
Utilities Product Information SAP CRM for Utilities Cookbooks & Guidelines Item
category usage and the higher-level item category are not usually relevant to utilities industry-
specific sales processes.
.
An internal process view is used for the process Start Contract. This means that no generic
The Start Contract process is used to create a new contract including contract items. It can
also trigger a forced move-out or a product change for an existing contract with the same
point of delivery.
If you assign a product to a contract item or change a product assignment, the system creates
a switch message with the switch type Change of Supplier (01) for the market
communication-relevant item affected
If you assign a point of delivery to a contract item or change a point of delivery assignment,
the system creates a switch message with the switch type Change of Supplier (01) for the
market communication-relevant item affected It also starts the process Forced Move-Out as
required for an existing contract with the same point of delivery. If this type of process is
already running for this point of delivery or the current process Forced Move-Out has already
defined the date field Requested Contract End, this is not successful. In all other cases, the
system registers this existing contract item for the subsequent process in the category Forced
Move-Out (IUFM).
If the user changes the date field Requested Contract Start, the system makes the
corresponding entry in the date field Contract Start for items that are not market
communication-relevant. It also checks whether the process Forced Move-Out is currently
running for the same point of delivery and defines the date field Requested Contract End
accordingly for this contract (requested contract end minus one day).
The process can only be successfully completed for the individual contract items if they
contain a business agreement and a product and the item does not contain errors (status
Contains Errors (I1030) is inactive). The system performs additional checks for market
communication-relevant items.
4.6.7.12 Forced Move-Out (SAP CRM IC WebClient)
The following configuration options are available for the process Forced Move-Out
(FORCED_MOVEOUT) for the process category Forced Move-Out (IUFM):
SWT_MSG_GROUP Switch action group that is available END_OF_SUPPLY
for the contract items to be ended
An internal process view is used for the process Forced Move-Out. This means that no
The process Forced Move-Out is used to end an existing contract at a point of delivery if a
new contract is created for the same point of delivery. This is started automatically by the
process Start Contract if the new contract is created for an existing point of delivery.
The process Forced Move-Out is only executed if the selected contract item does not have
the status Ended Due To Product Change (I1401) and the date field Requested Contract End
for the item contains an initial value.
If a market communication-relevant item is involved, the system sets the Deactivation
Scheduled (12406) status and creates a switch message with the switch type End of Supply
(02).
The system sets the status Ended Due to Forced Move-Out (12414) in all items and registers
Forced Move-Out as the current process for the item for this point of delivery. This registration
is removed once the Forced Move-Out process is completed.
If the date field Requested Contract End is changed, the system checks whether this date is
now later than the contract start date. If a market communication-relevant item is not involved,

the system copies this date into the Contract End date field. In all other cases, the system
copies the date entered into the corresponding field in the switch message.
4.6.7.13 Generate Package Document (SAP CRM IC WebClient)
The following configuration options are available for the process Create Package Document
(CNTR_PACKAGE) for the process category Generate Package Contract (IUPC):
PROCESS_TYPE Transaction type for utility contracts IUPC
that contain product packages and
.
An internal process view is used for the process Create Package Document. This means that
The Create Package Document process is used to control the way in which product packages
are expanded. It is not started explicitly but is part of the Start Contract process and is started
as a sub-process when you enter a product package in the field Package and confirm your
entry.
The diagram below shows the technical background to this.
1) Create Using Process

CONTRACT_START (IUMI)
2) Create Using Process
CNTR_PACKAGE (IUPC)
1) The process CONTRACT_START (category IUMI) ensures that a document header

is created with an item. The object type BUS2000249 or BUS2000112 is used here
for the document header according to the process configuration involved. Item
category determination is used to define whether the object type BUS2000149 or
BUS2000147 is used at item level.
The points of delivery identified are linked at item level.
2) When a product package is confirmed on the user interface, the package process is
started in conjunction with the process Start Contract. The system creates the
document header and document item for the product package. It also creates the
relationships between the package document header and utility contract header (see
step 1).
3) The product package is not expanded during the Create Package Document and
Start Contract processes. This is performed by the solution configurator using
callback functions. This means that document items for product package components

are not created by the process framework and are also not currently managed using
this.
The callback functions include BRFplus checks that refer to the product package
components that were added to the document.
4) If points of delivery have already been linked in existing document items (for example
by the premise identified), these are automatically linked with any suitable package
components in items. If this leads to ambiguous situations (for example two possible
electricity points of delivery but only one electricity component in the package), the
user can use a dialog box to decide how the assignment is to be made.
This step is not part of the process framework.

You can use the report CRM_ISU_ORDER_READ to display package documents

and their relationships to other documents. The output structures contain useful
information such as:
Item details: Items in the package document (items that contain product
packages) without lower-level items or product package components
ET_ORDERADM_I: Items in the package document (items that contain
product packages) without lower-level items or product package components
ET_DOC_FLOW: Document flow in the package document to linked
documents (such as the sales transaction for materials or the utilities contract
for energy contracts) at document header level.
ISULOG: Utilities industry-specific process log
ISU_CONT: Data for utilities industry-specific simplified product configuration
for package document items
ISU_CONT_TS: Data for utilities industry-specific simplified product
configuration for each time slice (including the product attribute version) for
package document items
ISU_REL: Linked items for product package components in the package
document (such as energy contract items, material order items and so on).
4.6.7.14 Correct Contract (SAP CRM IC WebClient)
The following configuration options are available for the process Correct Contract
(CONTRACT_CORRECT) for the process category Correct Contract (IUCR):
CC_CHECK_GROUP_EXIST Check group for the CVV check
(Card Verification Value) for an
existing credit card
CC_CHECK_GROUP_NEW Check group for the CVV check
(Card Verification Value) for a new
credit card
ENABLE_SAVE_INCOMPLETE Saving the document as X
Incomplete is admissible
SWT_MSG_GROUP Switch action group that is CONTRACT_START
available for contract items
The generic process view CONTRACT_CORRECT is assigned to the Correct Contract
process. It is used to revise items. The Correct Contract process is largely identical to the
Start Contract or Complete Contract processes. However, in the Correct Contract process it is
not possible to delete individual contract items or change the assignment of points of delivery
or business agreements. The product in a contract item can be overwritten by this process.
However, this is only possible if the original product assigned and the new product lead to the
same item category. The process does not currently support the correction of documents that
contain product packages.
Certain authorizations are required to execute the process (authorization object IS-U
Transaction Processing (CRM_IUPROC), activity Execute (16), IS-U process definition key
CONTRACT_CORRECT). In the standard system, these are found in the authorization roles
SAP_CRM_UIU_UTIL_IC_AGENT (associated with the business role UTIL_IC) and
SAP_CRM_UIU_UTIL_IC_REG_AGENT (associated with the business role UTIL_IC_REG).
The Correct Contract process can only be executed for contract items that do not have the
status Incomplete (I2417).

4.6.7.15 Complete Contract (SAP CRM IC WebClient)

The following configuration options are available for the process Complete Contract
(CONTRACT_CMPLT) for the process category Complete Contract (IUCP):
CC_CHECK_GROUP_EXIST Check group for the CVV check
(Card Verification Value) for an
existing credit card
CC_CHECK_GROUP_NEW Check group for the CVV check
(Card Verification Value) for a new
credit card
ENABLE_SAVE_INCOMPLETE Saving the document as X
Incomplete is admissible
SWT_MSG_GROUP Switch action group that is CONTRACT_START
available for contract items
The generic process view CONTRACT_CMPLT is assigned to the Complete Contract
process.
Utility contract items can be saved with the status Incomplete. The Complete Contract
process is used to edit these types of item. It is largely identical to the Start Contract process.
However, the system always loads the most recent processing status when this process is
started.
Certain authorizations are required to execute the process (authorization object IS-U
Transaction Processing (CRM_IUPROC), activity Execute (16), IS-U process definition key
CONTRACT_CMPLT). In the standard system, these are found in the authorization roles
SAP_CRM_UIU_UTIL_IC_AGENT (associated with the business role UTIL_IC) and
SAP_CRM_UIU_UTIL_IC_REG_AGENT (associated with the business role UTIL_IC_REG).
The Complete Contract process can only be executed for contract items that do not have the
status Incomplete.
4.6.7.16 Complete Package Document (SAP CRM IC WebClient)
The process Complete Package Document (CNTR_CMPLT_PACK) is used in SAP CRM IC
WebClient to complete utilities industry-specific contract documents that contain product
packages and were previously saved with the status Incomplete.
It belongs to the process category Complete Contract Package (IUPP), for which no
An internal process view is used for the process Complete Package Document. This means
that no generic process view is assigned to the process in Customizing.
4.6.7.17 Change Contract (SAP CRM IC WebClient)
The following configuration options are available for the process Change Contract
(CONTRACT_CHANGE) for the process category Contract Change (IUCC):
PROCESS_TYPE Transaction type to be used for the
process
SWT_MSG_GROUP Switch action group that is available CONTRACT_START
for the contract items to be ended
An internal process view is used for the process Change Contract. This means that no
The Change Contract process checks whether the selected contract item can be changed
and executes the relevant change processes.
It can only be executed for contract items (and not quotation items).

4.6.7.18 Change Contract Start Date (SAP CRM IC WebClient)

The following configuration options are available for the process Change Contract Start Date
(CONTRACT_CHANGE) for the process category Date Changes (IUDC):
SWT_MSG_GROUP_CN Switch action group that is to refer CAN_CONT_START
to the previous date in the item
SWT_MSG_GROUP_CR Switch action group that is to refer CONTRACT_START
to the new date in the item
The generic process view CH_CONTSTART is assigned to the Change Contract Start Date
process.
The process Contract Start Date is only executed if the selected contract item does not have
the status Started Due To Product Change (I1401) and the item has not been cancelled. The
system checks additional statuses for contract items that are market communication-relevant
before it starts the process.
The system creates any switch messages required for market communication-relevant items
affected by this.
Once the user has changed the date field Requested Contract Start, the system updates the
switch message accordingly for market communication-relevant items.
4.6.7.19 Cancel Contract (SAP CRM IC WebClient)
The following configuration options are available for the process Cancel Contract
(CONTSTART_CANCEL) for the process category Cancel Contract (IUCN):
CANCPARTY Cancelling party to be used for this ISUC
process
CANCPROC Cancellation procedure to be used ISUC
for this process
CANC_REASON Cancellation reason to be used for
this process
SWT_MSG_GROUP_CN Switch action group to be used for CAN_CONT_START
the contract cancellation
The Cancel Contract process requires the contract in SAP ERP, which was created by
replication, to be cancelled with the contract in SAP CRM. The cancelling party and
cancellation procedure parameters listed above are required to ensure that the cancellation
works correctly in SAP ERP:
The generic process view CANCEL_CONTSTART is assigned to the Cancel Contract
process.
It is only executed if a product switch is not currently running for a selected contract item and
a quotation item is not involved. The system checks additional statuses for contract items that
are market communication-relevant before it starts the process.
During this process, the system enters the corresponding cancellation data in the contract
item. It also creates switch messages for market communication-relevant contract items.
The system then checks whether the date fields Requested Contract End and Contract Start
are consistent. It also sets the status Cancellation Notification Created (I2415) for the item.
4.6.7.20 Product Change in Same Document (SAP CRM IC WebClient)
The following configuration options are available for the process Product Change in Same
Document (PROD_CHANGE_CURR) for the process category Product Change Part 1
(Ended Item) (PCH1):


ISU_ITM_TYPE Item category for the new item to
be created
PROCESS_TYPE Transaction type to be used
REQ_START_DATE Requested contract start date for
the new item to be created
The system does not evaluate any of these parameters in the standard system.
The Product Change in Same Document process is executed as a one-click process. This
means that no generic process view is assigned to the process in Customizing. The ended
contract item is edited during this process (the contract end date is for example defined as the
day before the product change date here). A process from the process category Product
Change Part 2 (New Item) (PCH2) is started as a subsequent process to create the new item
to be started and assign the corresponding date to it. In the standard system, the system finds
one process for the process category PCH2: Follow-Up Product Change
(PROD_CHANGE_PAR2). If several processes are available for a process category, the
system automatically selects the process with the lowest ranking. The ranking of processes is
defined in the process profile.
4.6.7.21 Product Change in New Document (SAP CRM IC WebClient)
The Product Change in New Document (PROD_CHANGE_NEW) process is largely similar to
the Product Change in Same Document process described above and offers the following
configuration options for the process category Product Change Part 1 (Ended Item) (PCH1):
ISU_ITM_TYPE Item category for the new item to ISUL
be created
PROCESS_TYPE Transaction type for the new ISUL
document to be created
REQ_START_DATE Requested contract start date for
the new item to be created
The Product Change in New Document process is executed as a one-click process. This
means that no generic process view is assigned to the process in Customizing. The ended
contract item is edited during this process (the contract end date is for example defined as the
day before the product change date here). A process from the process category Product
Change Part 2 (New Item) (PCH2) is started as a subsequent process to create the new
document and item and assign the corresponding date to it. In the standard system, the
system finds one process for the process category PCH2: Follow-Up Product Change
(PROD_CHANGE_PAR2). If several processes are available for a process category, the
system automatically selects the process with the lowest ranking. The ranking of processes is
defined in the process profile.
4.6.7.22 Follow-Up Product Change (SAP CRM IC WebClient)
The process Follow-Up Product Change (PROD_CHANGE_PAR2) has been implemented as
a subsequent process for the PROD_CHANGE_CURR and PROD_CHANGE_NEW
processes described above.
It belongs to the process category Product Change Part 2 (PCH2), for which no configuration
options are currently supplied.
The generic process view PROD_CHANGE is assigned to the Follow-Up Product Change
process.
4.6.7.23 Automatic Product Change (SAP CRM IC WebClient)
The process Automatic Product Change (PROD_CHANGE_PCHA) is used to perform an
automatic product change in the background.
It belongs to the process category Automatic Product Change (PCHA), for which no

An internal process view is used for the process Automatic Product Change. This means that
4.6.7.24 Cancel Product Change (SAP CRM IC WebClient)
The following configuration options are available for the process Cancel Product Change
(PRODCHANGE_CNC) for the process category Contract Change (IUCC):
PROCESS_TYPE Transaction type for the new
document to be created (not
relevant here)
SWT_MSG_GROUP Switch action group to be used for
the change process
The Cancel Product Change process is executed as a one-click process. This means that no
4.6.7.25 End Contract (SAP CRM IC WebClient)
The following configuration options are available for the process End Contract
(CONTRACT_END) for the process category Contract End (IUMO):
SWT_MSG_GROUP Switch action group to be used for END_OF_SUPPLY
the process
An internal process view is used for the process End Contract. This means that no generic
The process End Contract is only executed if the selected contract item does not have the
status Ended Due To Product Change (I1401), the date field Requested Contract End has
been left blank and the item has not been cancelled.
Before the user enters the requested contract end date, the system proposes the system date
for the date field Requested Contract End. It also sets the status Deactivation Scheduled
(I2406) for market communication-relevant items and sets the Contract End date field to the
system date for all other items.
Once the user has entered the requested contract end date, the system checks that this date
is not earlier than the contract start date. The system copies the value for the requested
contract end date to the date field Contract End Date for items that are not market
communication-relevant.
4.6.7.26 Change Contract End (SAP CRM IC WebClient)
The following configuration options are available for the process Change Contract End
(CONTEND_CHANGE) for the process category Date Changes (IUDC):
SWT_MSG_GROUP_CN Switch action group that is to refer
to the previous date in the item
SWT_MSG_GROUP_CR Switch action group that is to refer
to the new date in the item
The system does not evaluate these parameters in the standard system.
The generic process view CH_CONTEND is assigned to the Change Contract End process.
This process is only executed if the selected contract item does not have the status Ended
Due To Product Change (I1401), the date field Requested Contract End has been left blank
and the item has not been cancelled. The system checks additional statuses for contract
items that are market communication-relevant before it starts the process.
This process modifies the date field Requested Contract End (user entry).
The system creates the corresponding switch documents for market communication-relevant
contract items. It also changes the date field Contract End accordingly for all other items.

4.6.7.27 Cancel Contract End (SAP CRM IC WebClient)

The process Cancel Contract End (CONTEND_CANCEL) is used in the SAP CRM IC
WebClient to remove a contract end date that has already been defined in utilities industry-
specific contract items.
It belongs to the process category Date Changes (IUD3), for which the following parameter is
available as a configuration option:
SWT_MSG_GROUP_CN Switch action group that is available
for contract items
The system does not evaluate this parameter in the standard system.
The generic process view CANCEL_CONTEND is assigned to the Cancel Contract End
process.
This process is only executed if the selected contract item does not have the status Ended
Due To Product Change (I1401), the date field Requested Contract End has been left blank
and the item has not been cancelled. The system checks additional statuses for contract
items that are market communication-relevant before it starts the process.
This process initializes the date field Requested Contract End.
The system creates the corresponding switch documents for market communication-relevant
contract items. It also initializes the date field Contract End accordingly for all other items.
4.7 Settings for the Mass Product Change

The mass product change is a contract chamnge process that changes several utility
contracts collectively in SAP and then replicates these changes to SAP CRM. SAP provides
the report EMASSPRODCHANGE here. For more information about using this report, see
section 3.1.2.10 Special Case: Mass Product Change
Special Case: Mass Product Change
.
You must make the following settings before executing this report:
1. Define one or more actions
The action defines which contract changes are to be made. This action creates a
connection between the old and new product that is to be valid in future in selected
contracts. The master data template to be used is also defined in the action.
You can define actions in SAP ERP in Customizing for SAP Utilities under Customer
Service CRM Integration Mass Product Change Define Actions for Executing
Mass Product Change.
Note that in the actions you cannot use asterisks to cover several old products with a
single action in the column CRM Product (Old). In this case, you must create a separate
entry for each product to be selected.
2. Define additional product change parameters
You can define additional parameters for individual actions that are to be used during
the mass product change. This optional step means that you can define values for
configurable product attributes that are not the same as the values for the same
attributes at installation or contract level.
You can define these additional parameters in SAP ERP in Customizing for SAP
Utilities under Customer Service CRM Integration Mass Product Change
Define Attribute Values for Configurable Product.
During execution of the report, the product change container is used to make then changes to
the selected contracts. The product change container is represented by the table
EVER_PC_CONTR and links the contracts to be changed with the respective actions. Actions
were defined in step 1. You can explicitly exclude individual contracts here if an interval has
been specified on the report selection screen. The system then performs the defined actions
for all selected contracts.

If you want to use the mass product change principle described here, but require
additional customer-specific queries of execution steps, you can copy the report supplied
by SAP and make the required changes in your copy.
4.8 Create Business Agreements During the Sales

Process
You can create business agreements in Quotation and Contract Management in SAP CRM IC
WebClient. This takes place in the background and observes the configuration settings that
you make in Customizing. The following parameters in a business agreement are defined
using a configuration:
Business agreement class
Description of the business agreement
Correspondence variant
Send control for the business partner for the business agreement
Send control for alternative bill recipient
Send control for alternative dunning recipient
To determine the parameters listed above, the system first determines the business
agreement class. It observes the parameters that are defined in the Allocate Business
Agreement Class view (CRMV_BUAG_TEMSEL) in Customizing for Customer Relationship
Management under Master Data Business Partner Business Agreement Creation
of Business Agreement.
Channel
Usage
Risk class
In the standard system, the value Call Center (ICW) is used for the channel for utilities
industry-specific Quotation and Contract Management. The usage is not relevant for utilities
industry-specific functions, since it is not used for differentiation purposes here. You can enter
the value 1 (item uses standard payment data) here. The risk class is determined at the time
of sale using the Credit Management server.
If you want to use additional criteria to define the business agreement class, you can
implement the enhancement spot CRM_BUAG_CLASS_TEMPL.
Once the business agreement class has been defined, the system uses the settings in the
view Allocate General Parameters to New Business Agreements (CRMV_BUAG_TEMP) in
Customizing for Customer Relationship Management under Master Data Business Partner
Business Agreement Create to determine the other parameters listed above for the
business agreement to be created.
4.9 Settings for Budget Billing Plans

Budget billing plans can be used at various stages of the sales process, for example during
entry of a quotation or contract. In this case, the system uses the settings that were made for
this in SAP ERP. Change reasons are for example defined in the table TE641T in SAP ERP
in the activity Define Change Reasons for IC WebClient in Customizing for SAP Utilities
Invoicing Budget Billing Plan Basic Settings. The system determines possible budget
billing plan cycles (such as monthly or annually) during the runtime. To do so, it uses the
relevant meter reading unit from the master data template for the utility product entered. For
more information about budget billing plans, see the application help by entering the keyword
Budget Billing Plan.
4.10 Settings for Security Deposits

Security deposits can be used at various stages of the sales process, for example during
entry of a quotation or contract. In this case, the system uses the settings that were made for
this in SAP ERP. Request reasons for the security deposit are for example defined in SAP
ERP in the table TFK_SEC_REASON_T in the activity Define Request Reasons for Securities

in Customizing for Financial Accounting (New) under Contract Accounts Receivable and
Payable Business Transactions Security Deposits. Exemption reasons are also defined
in SAP ERP in the table ESECWRT in the activity Specify Reasons for Exemption from
Security Deposit in Customizing for SAP Utilities under Customer Service Process
Execution Move-In/Out Move-In. For more information about security deposits, see the
application help by entering the keyword Security Deposit.
4.11 General Settings for Credit Management

You can integrate a credit management system with SAP CRM to obtain information about a
customers creditworthiness during sales processes.
You must integrate these types of function in Customizing. You find the corresponding table
to do so in Customizing for Customer Relationship Management, under Industry-Specific
Solutions Utilities Industry Settings for User Interfaces Transaction Processing
Define Profiles for the Update of Credit Data.
You can find more information about SAP Credit Management in the configuration guide on
SAP Service Marketplace under http://service.sap.com/fscm ->Media Library ->
Documentation-> SAP Credit Management.
4.12 Relevant Objects from the Data Dictionary in SAP

CRM
4.12.1 Utilities Industry-Specific Tables
Table Description
CRMD_ISU_BASKET Store object set data, relevant to the utilities industry-specific
sales process for commercial and industrial customers (B2B)
CRMD_ISU_CONT Store data for utilities industry-specific simplified product
configuration, container storage
CRMD_ISU_CONT_TS Time slices for simplified product configuration
CRMD_ISU_INCMPLT Storage for incomplete utilities industry-specific documents
CRMD_ISU_LABEL Storage for user-defined label, relevant to the utilities industry-
specific sales process for commercial and industrial customers
(B2B)
CRMD_ISU_PRA1 Storage for price versions, relevant to the utilities industry-
specific sales process for commercial and industrial customers
(B2B)
CRMD_ISU_PRAT Storage for prices, relevant to the utilities industry-specific sales
process for commercial and industrial customers (B2B)
CRMD_ISU_REAX Table used to manage relationships between utilities industry-
relevant items.
CRMD_ISUEXTA4 Store utilities-specific contract data including point of delivery
allocation
CRMD_ISUIDEAM Store market communication data in the contract or quotation
CRMD_ISULOGA8 Store process log information
CRMD_ISUSECA5 Store security deposits in the utility contract
CRMV_ISU_INDEX Database view for table CRMD_ISUEXTA4 for simplified
evaluations
CRMV_ISU_INDEX_H Database view for table CRMD_ISUEXTA4 for simplified
evaluations including standard contract header fields

Table Description
CRMV_ISU_INDEX_I Database view for table CRMD_ISUEXTA4 for simplified
evaluations including standard contract item fields
CRMV_ISU_INDEX_S Database view for table CRMD_ISUEXTA4 for simplified
evaluations including status information
4.12.2 Utilities Industry-Specific Domains

4.12.2.1 Domain ISU_REL_TYPE
The domain ISU_REL_TYPE is used to classify relationships in utilities industry-specific
documents. This is important for both structured documents (sales to commercial and
industrial customers), package documents (for residential customers) and additional utilities
industry-specific quotations and contracts. The following values are relevant here:
MAIN Relationship to main item
QUOT Relationship to previous quotation
OUTL Outline agreement
PREC Relationship to previous contract [move-in/out process]
SUCC Relationship to subsequent contract [move-in/out process]
PCMP Sales package components
PHDR Sales package header
PUCP Items that can be assigned to the sales package
PRPR Relationship to product proposal result
PACK Package relationship (temporary)

5 Prerequisites
Many of the functions described in this document are available as of SAP CRM 2006s/2.
Other functions are only available as of SAP CRM 7.0 or SAP CRM 7.0 enhancement
package 1. For functions available as of SAP CRM 7.0 enhancement package 1, you have to
activate the Energy Retailer business function (CRM_UT_ER_1).
The following table shows as of when the functions are available in SAP CRM:
Function Available With
Use configurable product attributes that were defined using SAP IPC SAP CRM 2006s/2
in Quotation and Contract Management in SAP CRM WebClient
Use configurable product attributes that were defined using the SAP CRM 2006s/2
utilities industry-specific simplified product configuration in Quotation
and Contract Management in SAP CRM WebClient
Define suggested prices for utility products for C&I customers SAP CRM 2007
Use a utilities industry-specific search help for utility products SAP CRM 2006s/2
Use AMI product prerequisites in the utilities industry-specific search SAP CRM 7.0
help for utility products
Option of selling product packages in the utilities industry in SAP CRM 7.0
Quotation and Contract Management in the SAP CRM IC WebClient Erweiterungspaket 1
Check the validity of utility products and product packages in the SAP CRM 7.0
utilities industry during the sales process in SAP CRM IC WebClient Erweiterungspaket 1
Use a search help that is specific to product packages in the utilities SAP CRM 7.0
industry Erweiterungspaket 1
Use the current attribute version for attributes in the utilities industry- SAP CRM 7.0
specific simplified product configuration in sales transactions in the Erweiterungspaket 1
SAP CRM IC WebClient and SAP CRM WebClient
Option: Save contracts with the status Incomplete or Incorrect and SAP CRM 7.0
subsequently process them using the processes Correct Contract or Erweiterungspaket 1
Complete Contract

6 Constraints
You can only use certain products as components of product packages in the utilities industry.
You can only include products that lead to one of the following business transaction item
categories at the time of sale:
Optimized utility contract item (BUS2000149 in business transaction category
BUS2000249)
Utility contract item (BUS2000147 or BUS2000149 in business transaction category
BUS2000112)
Sales item (BUS2000131)
Service product item (BUS2000140)
The use of products that lead to other business transaction item categories is not possible.
Additional customer enhancements are required to enable the use of such products.
Product packages in the utilities industry exist independently of one another following the sale.
It is not possible to collectively maintain individual package components. You must use
customer enhancements to perform collective contract maintenance.

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Selling Products and

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Document classification in SAP Library: PUBLIC

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Selling Products and Product Packages in the Utilities Industry 2011 2

Selling Products and Product Packages in the Utilities Industry 2011 3

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4.5 Using the Package Functions in SAP CRM IC WebClient ..................................... 37

Selling Products and Product Packages in the Utilities Industry 2011 6

4.12.1 Utilities Industry-Specific Tables ............................................................... 71

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Selling Products and Product Packages in the Utilities Industry 2011 8

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2 Different Processes Different Business

2.1 Business Roles for the Utilities Industry

Selling Products and Product Packages in the Utilities Industry 2011 10

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3 Selling Products and Product Packages in the

3.1 Quotation and Contract Management in the SAP

Selling Products and Product Packages in the Utilities Industry 2011 12

3.1.2 Process Selling Utility Products and Product Packages

1. Identify Business Partner

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A different process is required to complete sales transactions that contain product

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o Contracts for which a termination of supply has already been started

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3.1.2.9 Move-In/Out Processes

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3) Account and Payment Data

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3.2 Selling Utilities Products Using Parked

3.2.2 Process Selling Utility Products Using Parked

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1. Identify Business Partner

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You can enter the following data:

3.2.2.4.2 Move-In/Out for Premise

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You can enter the following data:

3.2.2.4.3 Move-In/Out for Account

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You can enter the following data:

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4 Required Settings and Technical Information

4.1.1 Navigation Menu Entry

4.1.2 Transaction Customizing

4.1.3 Item Customizing

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4.2 Using Quotation Management in SAP CRM

4.2.1 Navigation Menu Entry