Improvement

Transcription

Improvement

Influencing SAP: Customer Connection
Improvements - Ready To Use
Delivery Call CRM for Utilities
Holger Schütt, Gunnar Lehnau, Volker Rein and Max Streibl SAP CRM for Utilities Development
Anja Weber Customer Connection
December 9 & 10, 2015
Customer
Legal disclaimer
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document, or any related presentation and SAP's strategy and possible future developments, products and
or platforms directions and functionality are all subject to change and may be changed by SAP at any time
for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. This document is provided without a warranty of any
kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness
for a particular purpose, or non-infringement. This document is for informational purposes and may not be
incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except
if such damages were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results
to differ materially from expectations. Readers are cautioned not to place undue reliance on these forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making
purchasing decisions.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
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Agenda
 Recap of project timeline and approach
 Delivered improvements - Overview & Demo
 Overview of improvements in development
 Q&A
 Next Steps
Customer
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Customer Connection CRM for Utilities 2015
Project timeline
Customers
Submit improvement
requests and prioritize
Kickoff
December 1, 2014
Provide
feedback on
productive use
Provide
feedback
Final Call
February 11, 2015
Selection Call
April 29 & 30, 2015
Delivery Call
December 9 & 10, 2015
Speaker’s Corner Session
Select
Collect
Open project workspace
01.12.2014
Develop
Use
End of collect phase
28.02.2015
Collect
improvement requests and
prioritize by subscribing
Select improvement
requests to
implement
Follows, moderates,
and comments on
improvement request
Makes detailed
analysis and decision
on implementation
Develop improvements
Deliver as SAP Notes or in
support package
Develops and delivers
SAP Notes and
support packages
Use productively in
customer software
Improves process for
Customer Connection
Project Team
Customer
4
Improvement Request overview: delivered improvements
ID
Title
Improvement
Note
Lowest CRM
Release
D8058
Allow move-out with future product change in CRM
2234350
7.0 EhP3
D8069
CRM-Budget Billing Plans - unlock items and Standing Budget Billing
Amount
2236580
7.0 EhP3
D8070
CRM-Account Balance - Reset Clearing of Documents/ new
2228915
7.0 EhP3
D8071
CRM-Dynamic field display organization/person
2181984
6.0
D8072
CRM-Account maintenance
2228915
7.0 EhP3
D8087
CRM-Communication Data independent of Address
2174252
7.0
D8088
CRM-Container relationship
2204908
n/a
D8089
CRM-Usage of House number (field House number 2) for identification
2220074
7.0 EhP1
D8090
CRM-Categorization scheme - sorting
2231215
7.0 EhP3
D8092
CRM-Copy of user role including views
2225506
7.0 EhP1
D8093
CRM-Mail function – Sender Address
2231227
7.0 EhP3
D8094
CRM-Mass function: change of contacts
2194984 (KBA)
7.0
• All improvements will be available with CRM 7.0 EhP4 SP01
Customer
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Improvement Request overview: delivered improvements
ID
Title
Improvement
Note
Lowest CRM
Release
D8095
CRM-End new session
2231221
7.0 EhP3
D8096
CRM-SDIMA – compare all objects
2212364
7.0 EhP3
D8097
CRM-Version management for mail templates
2241111 (KBA)
7.0
D8117
Replicate deletion flags for technical objects
2236700
7.0 EhP3
D8122
Flexible Tool for Mass Product Change of CRM Utilities Contracts
2232768
7.0 EhP3
D8125
Filter information on FICA screens based on confirmed data
2199766
7.0 EhP3
D8135
B2B: Open Master Contracts - add PODs to an existing master contract
2185747
7.0 EhP3
D8136
Business Partner Relations - Replication with ISU
2194365
7.0 EhP3
D8204
IC Web Client: Auto completion proposal for address data
2210687
7.0 EhP3
D8298
Setting Budget Billing Plan From Business Agreement In CRM
2233873
7.0 EhP3
D8329
CRM WUI to support multi-session with multiple browsers
1945312 (KBA)
7.0
D9782
(D8057d): BOL Tree: BRFplus Integration for Tree Node Presentation
2224612
7.0 EhP3
D9785
(D8057g): Switch Partner in Multi-Session Environment
2206114
7.0 EhP3
• All improvements will be available with CRM 7.0 EhP4 SP01
Customer
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Allow move-out with future product change in CRM
Improvement Request: D8058
In IS-U you can perform a move-out even if a product change is already planned after the move-out date
for the corresponding contract. When that happens, the "future product changes" are canceled and
correctly replicated to CRM. Why can’t this be done in CRM?
Improvement:
You are now allowed to end or cancel a contract in CRM, providing the contract has only future product
changes from the move-out or cancel date onwards. The IR is implemented for both UTIL_IC and
UTIL_SALES. As an example, the screen below only shows the contract end in UTIL_IC.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP Improvement Note 2234350
• CRM EhP3 SP11
Customer
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CRM-Budget Billing PlansUnlock Items and Standing Budget Billing Amount
In CRM there is no functionality for changing budget billing plan amounts, it is only possible to change
budget billing plans amounts in the future. In addition there is no CRM functionality to fix a dedicated amount
as a standing budget billing amount.
Improvement:
It is now allowed to maintain for a budget billing plan standing amount data (e.g. standing budget billing
amount, counter active and number for standing budget billing amounts) and unlock and change items of an
existing budget billing plan.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP Improvement Note CRM 2236580
• CRM EhP3 SP11
Customer
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CRM-Account BalanceReversal of the Clearing of Documents
In CRM the transaction „reset clearing“ of a document in the account is not possible.
Improvement:
With development of IR D8070, you can reverse account maintenance documents which were created via
ERP or CRM.
Status:
• CRM EhP3 SP11
New feature within FCC Account overview
Customer
9
CRM-Dynamic field display based on BP type
In CRM Utilities, when not using the enhanced identification the detail account view does not distinguish
between an organization and a person when displaying fields.
Improvement:
The fields will be dynamically displayed based on the Business Partner type.
Status:
• Delivered for SAP CRM >=600 via SAP Note 2181984
Customer
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CRM-Account Balance –
Account Maintenance
In CRM the transaction „Account Maintenance“ is not possible.
Improvement:
With development of IR D8072, you can execute the Manual Account Maintenance to clear or partially clear
open items in an account on the debit (invoices) and on the credit side (payments on account, credit memo).
Status:
• CRM EhP3 SP11
New feature within FCC Account overview
Customer
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Displaying of Address dependent / independent
communication data on Identification screen
On the identification screen, all data relevant for communication is transferred to address dependent
communication data. There should be a possibility to choose:
•
Address dependent data
•
Address independent data
Improvement:
On the identification screen it is still possible to display address-dependent communication and
independent communication data fields. You can add these fields from the view configuration but only
one entry is shown for each communication type.
Status:
• Delivered for SAP CRM 7.0 via SAP NOTE 2174252 (consulting)
Customer
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Time-Dependent vs Time-Independent Business Partner
Relationships
This IR was meant to clarify the differences between Time-Dependent and Time-Independent Business
Partner Relationships. It also explains how to enable time dependency for a particular relationship category.
Improvement:
A consulting note was released that explains the differences between Time-Dependent and TimeIndependent Business Partner Relationships. Moreover, some customizing steps are included to help the
customers slightly modify the default behavior on the Web UI, if required.
Status:
• Delivered as consulting note for all CRM releases via SAP NOTE 2204908
Customer
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CRM-Usage of House number (Field House number 2)
CRM-Usage of House number (field House number 2) for identification
Improvement:
Search structure extended for BUILDING, FLOOR, ROOM_NO, HOUSE_NUM2 fields.
Status:
•
•
•
•
Delivered for SAP CRM 7.0 >= EhP1 via SAP NOTE 2220074
CRM EhP3 SP09
CRM EhP2 SP16
CRM EhP1 SP15
Customer
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Sorting of multilevel categories in list boxes of CRM
business transactions
Category Sorting
Improvement:
You can now maintain sequence values per category in the category modeler. The sequence values are
used to influence the sorting of the categories in the drop down list boxes that are used for categorizing
CRM service transactions. It does not influence the sorting of categories in the tree of the category modeler
and also in other tree based visualizations of the category hierarchy.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP NOTE 2231215 - Sorting
of multilevel categories in list boxes of CRM business transactions
• CRM EhP3 SP11
Service Request
Customer
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Copy custom configuration to a new Business Role
CRM-Copy of user role including views
Improvement:
A new report will allow an administrator to copy customized view configurations from a Business Role to a
new one (using the Business Role Configuration Key concept).
Status:
•
•
•
•
•
Delivered for WEBCUIF >= 7.0 EhP1 via SAP NOTE 2225506
WEBCUIF EhP4 SP02
WEBCUIF EhP3 SP12
WEBCUIF EhP2 SP17
WEBCUIF EhP1 SP15
Customer
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Interaction Center outbound emails:
BAdI for sender address determination
Sender Address in IC Mails
Improvement:
BAdI CRM_IC_DFLT_SENDER_ADDR is introduced to dynamically influence the list of addresses that
are offered for sender-address selection in outbound mails in the interaction center. The same BAdI can
also be used to dynamically influence the reply-to address or the envelope-from address for outbound
mails in the interaction center
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP NOTE 2231227 - Interaction Center outbound emails:
BAdI for sender address determination
• CRM EhP3 SP11
Customer
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Interaction Center –
Mass Change of Activities
Mass Change Activities
Improvement:
KBA 2194984 - Mass Change of Activities in SAP CRM Interaction Center provides an overview on
options of changing certain information in multiple activities in one go.
Status:
• Delivered via KBA 2194984
for SAP CRM >= CRM 7.0
Customer
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Interaction Center: Close New Multi Session Tab
Close new Multi Session Tab
Improvement:
You can now close a tab in the CRM IC Multi Session scenario via a new “x” icon. The tab closes (just like a
web browser tab) without first having to navigate to the tab. Data Loss situations are considered.
Status:
• Delivered for SAP CRM 7.0 >= EhP3
via SAP Note 2231221
• CRM EhP3 SP12
Customer
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Improvement:
When Business Partners are compared in detail via the DIMA object “PARTNER” the SEPA mandates
are also checked in detail.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP NOTE 2212364
• CRM EhP3 SP11
Customer
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Version management for mail templates
CRM-Version management for mail templates
Improvement:
A standard functionality is already available which manages the usage of conditions (esp. dates) for text
elements in mail templates. The functionality is now described in detailed within a Knowledge Base
Article (KBA).
Status:
• Delivered for SAP CRM >= CRM 7.0 with KBA 2241111
• Further handling of this topic within IR D9422 in
Customer Connection-project CRM2016
Customer
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Replication of deletion flag for Technical Objects
The delete flag for technical objects (Connection Object, Premise, and Point of Delivery) must be
replicated between CRM and ECC.
Improvement:
The delete flag for technical objects (Connection Object, Premise, and Point of Delivery) is replicated
between CRM and ECC. By default, the delete flag is not displayed in the CRM Web UI, but it may be
added to the UI configuration by enhancing the current configurations.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 SP01 via SAP Improvement NOTE 2236700
• CRM EhP3 SP11
Customer
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Flexible Tool for Mass Product Change of CRM Utilities
Contracts
If the sales department decides to set a new price for a certain product or to replace a product, the
corresponding CRM utility contracts need to be changed. A mass product change may also be necessary
for expiring contracts.
Improvement:
With IR D8122, you are now allowed to perform a
mass product change using report
ECRM_ISU_MASS_PRODUCT_CHANGE in CRM.
Utilities configuration and pricings will be copied from
a template contract. For further customer action, we
provide a BAdI CRM_ISU_ORDER_ITEM_CONFIG.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via
SAP Improvement Note 2232768
• CRM EhP3 SP11
Customer
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Filter information on FICA screens based on confirmed
data
In CRM it is not possible to set a filter on business agreements for confirmed accounts.
Improvement:
With this new development of D8125 the Interaction Center agent will be enabled to filter the FI-CA related
views to a previous selected business agreement.
Status:
• CRM EhP3 SP11
New Feature: Filter on FCC views
Customer
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B2B: Open Master Contracts –
add PoDs to an existing master contract
Open B2B-Master Contracts (means if the customer adds a new site it can receive the configuration and
pricing of an already existing master contract which is already running for other PoDs) require the possibility
to add new contracts or new positions to an already existing master contract.
Improvement:
Adding PoDs to an existing structured contract under a new master contract (i.e. new main item) was
already supported. You are now also allowed to add PoDs to existing master contracts via the improved
“Select Product for Label” popup.
Status:
• CRM EhP3 SP11
Customer
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Business Partner Relations Replication with IS-U
Business Partner Relations Replication with IS-U
Improvement:
There are various business partner relations in CRM, which either are relevant for replication to ERP IS-U or
not. It is now possible in standard CRM Utilities to replicate specific business partner relations to ERP-ISU
while preventing other business partner relations from replication.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP Note 2194365
• CRM EhP3 SP10
Customer
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Interaction Center:
Auto completion proposal for address data
IC Web Client: Auto completion proposal for address data
Improvement:
When the feature is activated it is possible to use a type-ahead search to select address data. The fields
City, Postal Code and Street will provide search results "on-the-fly" and the user can select a result while
typing.
Status:
• Delivered for SAP CRM 7.0 >= EhP3
via SAP Note 2210687
• CRM EhP3 SP11
Customer
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CRM- Set Budget Billing Procedure for Business
Agreement
In CRM there is no functionality to set budget billing procedure value for Business Agreement.
Improvement:
It is now possible to maintain values for Budget Billing Procedure for Business Agreement in CRM.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via Support Package (improvement note 2243896)
• CRM EhP3 SP11
Customer
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Interaction Center:
Working in several Browser Tabs/Windows
Multiple Sessions in IC
Improvement:
KBA 1945312 - CRM IC: When working in several browser tabs/windows … provides an overview on
options of working with multiple sessions in the CRM interaction center. It describes how to avoid that
users encounter unexpected timeout issues, lose sessions, or need to log on again.
Status:
• Delivered for SAP CRM >= CRM 7.0 via SAP KBA 1945312
If one of the application sessions times out or if the user logs off from
the CRM Interaction Center WebClient, then the security session will be
closed. Because of that, all other sessions that are linked to the same
security sessions are closed as well. If users want to use one of the
other sessions again, they will get an error message or are forced to log
on again.
Resolutions (for details see KBA)
Use multisessioning in CRM Interaction Center, available with CRM 7.0
EHP 1
Implement SAP Note 2204431 if feasible for your product version. It
introduces a new CRM IC timeout behavior:
Alternatively, in CRM IC ensure that each CRM session uses its own
browser context
review the usage-related ICM kernel parameters (SAP Note 1597836).
Customer
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BOL Tree:
BRFplus Integration for Tree Node Presentation
Improvement Request: D8057d  D9782
Identification split-screen improvements
Improvement:
BRFplus decision tables can be used to influence icons, tooltips and texts within BOL Tree based lists
and hierarchies. The tree presentation can be enhanced easily without ABAP code by user defined rules.
Status:
• CRM 7.0 EhP3 SP11
Customer
30
Switch Partner in Multi-Session Environment
Improvement Request: D8057g  D9785
Switch Partner in Multi-Session Environment
Improvement:
Functionality "switch business partners" in a multi-session environment is now supported.
Status:
• Delivered for SAP CRM 7.0 >= EhP3 via SAP Note 2206114
• CRM EhP3 SP11
Customer
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Improvement Request overview: improvements in
development
1
ID
Title
Planned Delivery
D8073
CRM-Consumption list in device history
Q1/2016
D8091
CRM-Data environment- side exchange function
End of Q4/2015
D8129
Check Times for GPKE / IDEX in CRM before creating quote (GPKE
Fristen bereits bei Angebotslegung)
Q1/2016
D8132
UTILMD and Length of Name fields in Business Partner
IDEX-DE
Patch SAPK-61708INIDEXDE
D8133
Move out for all contracts and new contracts in case of bankruptcy
Q1/2016
D8315
Split Screen Improvement - Supplement Field needs to be considered in
Results List
End of Q4/2015
D9783
(D8057e): BOL Tree: Positioning in Scrolling Mode
End of Q4/2015
(1)
only planned - no commitment concerning release dates
Customer
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Consumption list in device history
Consumption list in device history
Improvement:
It’s planned to deliver a KBA to describe in detail how to use the existing functionality to enhance the meter
reading view for the consumption details coming from CONDET.
Status:
•
•
•
In test
Delivery as KBA planned in Q1/2016
Planned delivery for SAP CRM >= 7.0 EhP3
Customer
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Always visible pager for data tables
CRM-Data environment- side exchange function
Improvement:
The pager of data tables will always be visible even if the table is too big to fit the screen.
Status:
• In process
• Planned delivery for end of Q4/2015 as a Note
• Lowest planned released: WEBCUIF 701 (EhP1)
Customer
34
Check Times for GPKE / IDEX in CRM before creating
quote
Check Times for GPKE / IDEX in CRM before creating quote (GPKE Fristen bereits bei Angebotslegung)
Improvement:
A new RFC function module is planned in ERP EhP7 to provide the necessary checks for CRM. In addition a
new KBA is planned to describe in detail how to implement and use these checks in CRM.
Status:
•
•
•
In process
Planned delivery in Q1/2016
Lowest planned release SAP CRM 7.0 EhP3 and ERP 6.0 EhP7
Customer
35
Improvement:
Allow sending of name and address information with up to 40 characters maintained in CRM. Information is
not shortened to 35 chars within German IDEX Add-Ons during communication via IDOC and EDIFACT.
Status:
•
•
Planned delivery in February 2016
Delivery with IDEX-DE Patch SAPK-61708INIDEXDE
Customer
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Move out for all contracts and new contracts
Move out for all contracts and new contracts
Improvement:
A standard functionality is already available which manages the mass processes of active contracts by
using Utilities Contract Set within the Commercial and Industrial UTIL_SALES business role. The
functionality is now described in detailed within a Knowledge Base Article (KBA).
Status:
• In process
• Delivery planned with KBA 2249840
• Planned availability in Q1/2016
Customer
37
CRM- Adding supplement to result list in split-screen
In CRM Utilities, the supplement information is not considered in the Business Partner result list when
confirming a Premise.
Improvement:
The supplement attribute is now included in the BP search and is considered in the result list.
Status:
• In process
• Delivered planned for SAP CRM 7.0 >= EhP3 via SAP Note (2245519) end of Q4/2015
Customer
38
BOL Tree: Positioning in Scrolling Mode
Improvement Request: D8057e  D9783
Identification split-screen improvements
Improvement:
Positioning in Scrolling Mode is now supported. The system now automatically adjusts the visible table
entries so that the selected node is visible when using the Position/Next Hit feature.
Status:
• In process
• Planned delivery end of Q4/2015
Customer
39
SAP Improvement Finder
Visit SAP Improvement Finder:
Benefit and Use
 Find areas for improvement in your SAP
products
 Use established maintenance processes
(SAP Notes; support packages)
http://www.sapimprovementfinder.com ›
Customer
40
Questions & Answers
What’s next ?
 Adopt the new improvements in your productive environment
 Keep following - https://influence.sap.com/CRMforUtil2015
 Share your experience with us
 Promote Customer Connection within your communities
 Do you have additional Improvement Requests ?
 Request a new project cycle with the help of your SAP User Group / Special
Interest Group
Customer
42
Thank you!
Visit us:
Follow us:
Join us:
www.sap.com/cc
SAP Community
Network (SCN)
Twitter.com/SAP
CustCon
Questions or remarks? We are here for
you.
Simply contact us via e-mail:
Anja Weber– Customer Connection
[email protected]
Holger Schütt- Development Owner
[email protected]
Max Streibl Product Owner
Volker Rein- Product Owner
[email protected]
[email protected]

Improvement

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