Demo Script

Cross-Industry: Dispute Management with

Financial Customer Care

Scenario ID# : 9414

General Cross-Industry
Information Dispute Management
Consumer to Cash
Global

Authors D048785
D053746

Version March 17,2014

(last updated)

1
Table of Contents
SAP Demo Landscape ..................................................................................................................................................... 3
Solution Information ......................................................................................................................................................... 3
Demo Users ..................................................................................................................................................................... 3
Target Audience............................................................................................................................................................... 4
Business Pain Points Solved ............................................................................................................................................ 4
The Demo Story – Before We Dive In….. ......................................................................................................................... 4
Get Ready! ...................................................................................................................................................................... 6
Tell the Story.................................................................................................................................................................... 7
User Interface: NWBC 4.0 with Corbu theme ................................................................................................................... 7
 STEP 1: Check the Business Partner Data and confirm a Business Partner ......................................................... 9
 STEP 2: Create a Dispute Case..........................................................................................................................11
 STEP 3: Display of Dispute Case in FI-CA ..........................................................................................................16
Tell Them What You Told Them! .....................................................................................................................................19

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SAP Demo Landscape

This scenario is available in the following demo environments effective on the date shown as well as
in all future copies (showrooms/long-term copies, etc) that are made after this date unless otherwise
noted in this script.

Please refer back to the demo store on a regular basis to ensure that you are working with the latest
script version-refer to the Latest Version Date above.

SAP Demo Landscape Date Available

SAP Demo Cloud Weekly Refreshed
Copy-CSA
SAP Demo Cloud HANA based long-term
copy-CLA

Solution Information

Solution Component Release Level/Support Pack Level

CRM 7.02
ERP 6.06
CC 3.0

Demo Users

Userid/Password Demo Environment (server)

Postal_sales/welcome Telco Systems inside Utilities & Telco Demo
Showroom (edition 2 or higher)
ECB/200, CR3/200

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Target Audience
Systems and staffs, who works 24 x 7 get call, E-mail and escalation from the customers using the Internet. These staffs
have to provide immediate satisfactory solution to customers’ inquiry.
In addition to this, management also wants to control costs and increase revenues by
providing automated, flexible & transparent solution to their customers.

Business Pain Points Solved

Pain Points:
 Systems and staff must be working 24 x 7
 Mass dialog processes must be handled efficiently
 Customers will call, E-mail, and escalate from the Internet
 Customers want immediate satisfaction
 Management wants to control costs and increase revenues

Opportunities:
 Offer customers choice and flexibility
 Foster customer satisfaction & loyalty
 Extend profit potential
 Leverage existing infrastructure

The Demo Story – Before We Dive In…..

The overall demo covers an end-to-end scenario for Consume to Cash (C2C). This includes all business processes from
Convergent Charging (CC) to Convergent Invoicing (CI), FI-CA, Financial Customer Care (FCC) and Biller Direct. In
addition Analytics have been included at the beginning of the demo and as part of the wrap-up of the demo. A partner
product StreamServe has been included as part of the process to render invoices leveraging the power of StreamServe
with superior data layouts, ability to include additional information on the invoice, etc. The end-to-end business process is
fully integrated, however each segment can be run as a standalone demo.
This is the “cross-industry” version of the consume to cash process covering scenarios for Postal, High Tech and Media.
The basic business process is the same for each scenario, other than the master data and the scenario specific pricing
conditions.

Story Flow

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Overview of the end-to-end business process for Consume to Cash:

This scenario (Scenario D – FCC) highlights the Customer Interaction process between the Customer and the CSR.
Specific business situations covered include a customer account inquiry, development of a payment plan on an open
receivable, management of disputes on an account or line item within an account, and management of the collections
process to resolve outstanding receivables.

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 Scenario D – Financial Customer Care

Get Ready!

1.1.1. System Access

If you have a user id / access to the regional showroom, use the link provided in the access email to logon to the
Utilities & Telco cluster.

IF you do not have a user for the regional showroom:

 Logon to the Cloud Self Service Portal with your SAP I# and SAP network password -
https://democloudportal.wdf.sap.corp/cloudportal/index.html
 On the Showroom catalog, search or scroll down to see the Utilities & Telco Showroom. Click to request access.

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 You will receive an email with your logon info to the citrix environment as well as the backend systems. Do NOT
change your password for citrix. You can create a shortcut to this showroom with the password embedded. You may
change your SAP system password once you are logged on if you choose.
 Logon to the relevant system (SAPgui, NWBC, Portal, CRM, etc) with the users provided in the script.

For more details on how to access the cloud, see script 8024 in the demo store:
http://iwdfvm3337.wdf.sap.corp:8000/sap(bD1lbiZjPTgwMA==)/bc/bsp/sap/ydemostore/yscenariodetail.do?id=0100
00008024

Note:
This scenario is available in the SAP Demo Cloud-CSA, CLA and lLOB environment. Please access the NW Portal within that
environment where noted here in the script to logon to the NetWeaver Portal. It also can be run via NWBC in the SAP Demo
Cloud Edition 2 and beyond environments only.

1.1.2. Data

Data Type Data Value

Business Partner Kevin Spencer

Products FCC Dispute, FCC Credit Memo

Company Code T100

Sales Organization O2C Sales Organization

Distribution Channel 10 (O2C Distribution Channel)

1.1. HOW TO RESET THE DEMO

This step is necessary if the demo needs to be reset in any way, in order to perform it a second time. This can include
any programs, or data additions or deletions. If this section is not needed, then please delete it.

Tell the Story

User Interface: NWBC 4.0 with Corbu theme

The demo is executed via NetWeaver Business Client 4.0 using the Corbu theme.

The following role (s) have been assigned to the demo user:

Z_FCC_DISPUTE

Please DO NOT CHANGE this role. If you would like to use it in your own portal please make a copy
of it and assign that new role to your personal userid.

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See attached for How To Guide that explains how to leverage existing roles and demo user ids to
create your own content:

How To Create Your

Own NWBC Roles and Demo Users From Existing Standard Content.docx

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 STEP 1: Check the Business Partner Data and confirm a Business Partner
What to Say

The agent does not require any additional software. The FCC is completely web-based and can run on any platform with a
connection to the system and a browser.

What to Do

NWBC 4.0 Navigation: NWBC 4.0 Login Pad -> CRM Application -> CRM Webclient UI

SAP Easy Screen Navigation:

Log on to the CRM System with the provided link and User/Password

What You Should See

What to Do

 Search for a business partner, e.g. Kevin Spencer or any other criteria given in the search mask

 Click the confirm button , when the account was found

 Search can be done by any available search criteria of the business partner

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What You Should See

What to Do

 On the right hand side the available business agreements are shown

 Choose the desired business agreement and confirm with the button on the right
 The business agreement can be confirmed on the right screen to narrow down the account

What You Should See

What to Do

 The header area is divided into three segments:

o Left: confirmed business partner and business agreement
o Middle: alerts sent to the agents
o Right: info screen for CTI telephony integration

In the header area the confirmed business partner and business agreement are shown.

What You Should See

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 STEP 2: Create a Dispute Case
What to Say
As the customer complaints about an incorrect invoice the agent checks the open items and creates a dispute case.

What to Do

 Click on Account Balance  Open Item List.

 The open items are shown and offer various sorting and filter functionalities for each column
 For each item the corresponding FI-CA document is shown
 The open item lists shows the items on the confirmed business partner or business agreement. It offers all kinds of
information like status etc. and has comprehensive filter/ sorting functionality for each column.

What You Should See

What to Do

 Click on the Document Display link

 By clicking on the document display, all FI-CA documents are shown of the confirmed business partner or business
agreement

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What You Should See

What to Do

 Mark an entry and click on the button

 By clicking on the Dispute button, all existing dispute on the highlighted document are shown.

What You Should See

What to Do

 Click on to create a new dispute

 The pop-up allows you to select a specific dispute transaction type and a dispute reason for further processing.
 Choose transaction type “Complaint Dispute (w/o BE) for FCC” and reason “Incorrect credit”.
 Adjust the disputed amout if necessary and click New.
 Disputes can be created for various reasons. In a customer project, the responsibility determination can be done
automatically based on the reason.

What You Should See

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What to Do

 After the pop-up the dispute document is created. It has the document properties of a CRM complaint.
 Change the document data if necessary and save the document.

What You Should See

What to Do

 Click on the tab “partners” on the right-hand side

 Change the partner function “owner” if the Dispute needs to be assigned to another agent

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What You Should See

What to Do
To make the customer happy, the agent decides to create a credit memo within the dispute.

 Go back to the tab “Actions”

 Choose the Edit button.

 Execute the action below to generate a credit memo item

 In the new table choose the product FCC Credit Memo.
 Change the credit memo amount if necessary.
 Save the transaction.
 A new action Set Item to “In Approval” appears in the box on the right hand side.

What You Should See

 A sub-item for the dispute is created with the action.

 The sub-item for the credit memo is used to grant the customer a credit for his dispute.
 By default it will take the disputed amount as the credit memo amount

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What to Do
 Choose Edit.
 Click on the action Set Items to In Approval”.

 The status of item 1010 changes to “Awaiting Approval”.

 Click on the action “Approve Item”.

 The status if item 1010 changes to “Approved”.
 To trigger the posting in FI-CA change the position of the credit memo to “Release”.
 Save the transaction.

What You Should See

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 STEP 3: Display of Dispute Case in FI-CA
What to Say
Agent checks the newly created dispute case in FI-CA.

What to Do

NWBC 4.0 Navigation: NWBC 4.0 Login Pad -> ECC Application -> FPDDM00

SAP Easy Screen Navigation:

 Log on the ERP system with same user and password
 Call transaction FPDM00 Display Dispute Cases.
 Enter your Business Partner 1100000038 and delete the processor. Choose Execute

What You Should See

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What to Do

 Check the overview of the dispute cases for the customer. Double-click your dispute case to get detailed
information.

What You Should See

What to Do

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  Call transaction FPL9.
 Enter the business partner used in the steps before (1100000038).
 Choose list type “all items” and hit enter.
 On the list view double-click on the business partner and afterwards on the contract account in order to get more
detailed information.

What You Should See

The account balance of the customer / contract account is shown with the adjustment request that was just posted.

What to Do

 In the last column you can see the CRM document ID.
 Double-click on your recently created dispute.
 A list with detailed information about your dispute appears.
 Double-click on the list item. The document itself is displayed.

What You Should See

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What to Do

 Click on Environment  Original Document.

 If a CRM log on screen appears choose role Z_POSTAL_IC.
 The original dispute is displayed.

What You Should See

Tell Them What You Told Them!

Solution Shown Business Pain Point Addressed

Dispute Creation via CRM Application
 Systems and staff must be working 24 x 7
 Mass dialog processes must be handled efficiently
 Customers will call, E-mail, and escalate from the
Internet
 Customers want immediate satisfaction
 Management wants to control costs and increase
revenues

Dispute Display in ECC Application

 Systems and staff must be working 24 x 7
 Mass dialog processes must be handled efficiently
 Customers will call, E-mail, and escalate from the

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 Internet
 Customers want immediate satisfaction
 Management wants to control costs and increase
revenues

20 © Copyright 2012 SAP AG CUSTOMER

© COPYRIGHT 2012 SAP AG. ALL RIGHTS RESERVED.

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