sap s/4hana for customer management - feature scope

FEATURE SCOPE DESCRIPTION | PUBLICDocument Version: 2.0 FPS01 – 2019-02-28

SAP S/4HANA for Customer Management - Feature Scope Description

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1 SAP S/4HANA for Customer Management - Feature Scope Description. . . . . . . . . . . . . . . . . . . 3

2 Presales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

3 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

4 Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

5 Subscription Order Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

6 Basic Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

7 SAP S/4HANA Public Sector for social services management. . . . . . . . . . . . . . . . . . . . . . . . . 14

8 SAP S/4HANA Utilities for customer management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2 P U B L I CSAP S/4HANA for Customer Management - Feature Scope Description

Content

1 SAP S/4HANA for Customer Management - Feature Scope Description

SAP S/4HANA for customer management (in this document also referred to as customer management capability) is an add-on for SAP S/4HANA. The solution helps you manage your customer relationships and enables you to set up and run functions and processes for different areas, such as service contract processing, service order processing, and customer interaction.

SAP S/4HANA for customer management uses selected parts of the SAP S/4HANA standard functionality. The functions provided by the customer management capability represent enhancements to the SAP S/4HANA function portfolio and are tightly integrated with existing SAP S/4HANA functionality.

The data models of the customer management capability are designed to make optimal use of the SAP HANA database.

NoteTo use SAP S/4HANA for customer management, you must have a correctly configured, running SAP S/4HANA system. SAP S/4HANA requires a separate license.

About This Document

This feature scope description shows you which features are provided by SAP S/4HANA for customer management. In addition, this feature scope description also defines the product documentation for SAP S/4HANA for customer management.

Product Documentation

The following product documentation is available for SAP S/4HANA for customer management:

● Feature scope description (this document)● Information on installation● Information on upgrading● Information on operation● Information on security

You can find the corresponding documentation on SAP Help Portal at SAP S/4HANA for Customer Management under <Choose relevant product version> Product Documentation .

SAP S/4HANA for Customer Management - Feature Scope DescriptionSAP S/4HANA for Customer Management - Feature Scope Description P U B L I C 3

https://help.sap.com/viewer/p/SAP_S4HANA_FOR_CUSTOMER_MANAGEMENT

https://help.sap.com/viewer/p/SAP_S4HANA_FOR_CUSTOMER_MANAGEMENT

Licenses

For certain features you may need a separate subscription license. For further information,please contact your SAP Account Executive.


SAP S/4HANA for Customer Management - Feature Scope Description

2 Presales

Business Background

The presales process supports the entire presales lifecycle, from an appointment, through the creation of leads and then opportunites.

Key Features

The following table explains the key features available:

Key Feature Use

Activity management You can use activity management to record all activities of the employees of your company. This includes making appointments and creating tasks.

Lead management You can use lead management to faciliate your company's chance to do business. It automates the initial presales process and creates a link between first interest and sales and accelerates this process.

Opportunity management You can use opportunity management to control your sales process. An opportunity describes the sales prospect, the requested products or services, budget, potential sales volume, and the estimated sales probability.

SAP S/4HANA for Customer Management - Feature Scope DescriptionPresales P U B L I C 5

3 Service

Business Background

The service portfolio enables you to manage your service lifecycle, from creating service contracts through processing service order quotations, service orders, and service confirmations.

For example, you can place customer service orders including technical details and prices, and ad hoc service requests. You can also plan the service execution, including required service parts, and perform relevant follow-on processes like confirming and monitoring of services.

Key Features


Key Feature Use

Service contracts You can use service contracts as outline agreements to define the details of a service offered to your customer for a particular time. Data from service contract processing flows to service orders, billing, finance (FI), and controlling (CO), covering your end-to-end service business scenario.

Service order templates You can use service order templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction.

A service order template describes only the scope of planned services and not the actual execution (customer and time frame).

Solution quotations You can use solution quotations to offer solutions to your customers by creating quotations for combinations of different types of products (services and tangible products). These combinations of products are modeled as product bundles in your master data.

Service order quotation You can use service order quotations to provide customers with information about prices and delivery conditions before they place an order.

Service order quotations are legally binding offers with fixed conditions.

Service orders You can use service orders to record the details of a one-off service agreed upon by a service provider and a service recipient. Service orders contain all the information needed to plan, execute, and bill for a service.

Service confirmations Service confirmations allow you to report working time, service parts, and expenses used while performing a service.


Service

Key Feature Use

Service request templates You can use service request templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction.

Service requests You can use service requests to submit, dispatch, approve, monitor, and fulfill requests for service that originate either with your customers or internally.

Service requests are user-related requests for a defined service or for a new service

Incidents You can use this to report an incident to the service desk when something in the infrastructure is not working as expected.

An incident is an event that is not part of the standard operation of a service and that interrupts or reduces the quality of that service.

SAP S/4HANA for Customer Management - Feature Scope DescriptionService P U B L I C 7

4 Interaction Center

Business Background

An interaction center (IC) is a customer service department within a company whose agents use various communication channels to handle inbound contacts, such as customer concerns, as well as outbound contacts.

IC agents can process business transactions, such as service orders, and can enhance their productivity, for example by using a knowledge search. All relevant account information is available to them in the IC.

Generally, the IC supports the following processes:

● Communication processThis business process involves the communication between an IC agent and a business partner (customer, employee, and so on) in real time, for example, using the telephony channel.

● Interaction processThe interaction process is the central IC process, which often encompasses the communication process and the business transaction process, and is performed whenever an agent uses the IC to communicate or interact – either directly with a business partner or asynchronously by working on a business transaction belonging to a business partner.

● Business transaction processFrequently an interaction will result in one or more follow-on business transactions, such as a service request. In such cases, each business transaction is linked to the interaction record, providing a connection between the business process and the interaction process.

Key Features


Key Feature Use

Business transactions You can process supported business transactions in the IC.

Usage of communication channels The IC supports various communication channels, such as phone, chat, e-mail, fax, and letter.

Agents can handle inbound or outbound contacts. Please note that the channels must be provided by you, the IC only offers the integration option.

Account identification/account factsheet You can use this IC function to identify accounts and to obtain an overview of an account and contact. Moreover, you can create and change accounts.

Relevant account information is available to IC agents, such as account data, the service order status, and product-related information.


Interaction Center

Key Feature Use

Interaction record You can use this business transaction to store the information and data regarding the current interaction with an identified business partner.

Interaction history You can use the interaction history to gain insights about past interactions with the confirmed account and about related business transactions. You can navigate from the interaction history to the relevant business transactions.

Activity clipboard In the interaction record, the activity clipboard visualizes past and current interactions.

In the navigation area, the activity clipboard visualizes current interactions.

You can navigate to the objects that were created or changed during those interactions.

Agent inbox You can use the inbox as a central worklist that the entire team can use to work on incoming objects.

The inbox search provides a broad range of search attributes and search features that you can use to tailor the inbox search according to your business requirements.

The inbox result list provides functions required to process the inbox items.

Business transaction routing You can use this feature to forward business transactions in the IC, manually or automatically.

Alerts and messages You can use this feature to display texts on the current pages of IC agents to alert them about items or situations that require their immediate attention.

E-Mail Response Management System You can use E-Mail Response Management System (ERMS) for managing large amounts of incoming e-mails. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail.

SAP S/4HANA for Customer Management - Feature Scope DescriptionInteraction Center P U B L I C 9

5 Subscription Order Management

Business Background

Subscription Order Management enables customers to offer their business solutions as a combination of products and services. It further allows them to offer their products "as a service" and usage-based services with consumption-based pricing models.

You can use Subscription Order Management to do the following:

● Manage multiple combinations of products and subscriptions, modeled as product bundles● Manage subscription products, subscription orders, and subscription contracts● Change and update subscription contracts using change processes● Work with partner agreements and partner agreement orders in a revenue sharing model

NoteThe use of the subscription order management feature requires an SAP S/4 HANA for Billing and Revenue Innovation Management license.

Key Features


Key Feature Use

Subscription Product You can maintain subscription products, which represent a subscription to services such as usage-based charges, recurring, and one-time charges.

You can use subscription products to do the following:

● Manage subscription product-specific attributes such as cross catalog mapping versions, contract durations, contract extension periods, and others.

● Manage subscription product-specific discounts and charges.


Subscription Order Management

Key Feature Use

Subscription Order You can create and process subscription orders, where you can capture multiple combinations of subscriptions to services (such as, usage-based, recurring, and one-time charges), and physical goods. You can further model these combinations as product bundles in your master data.

You can also use subscription orders to do the following:

● Enter products for different types of item categories (subscription order items, subscription one-off items, and subscription order sales items).

● Enter product bundles as items (with a hierarchy view) and determine the special bundle price (if this price is maintained in your master data).

● Automatically generate follow-up transactions (subscription contracts, sales orders) after submitting subscription orders.

Subscription Contract Change You can trigger contract changes on subscription contracts. A subscription contract is created on submission of a subscription order, and is the long-term agreement with a customer about the provisioning and billing of subscription-based services that a customer and a provider have agreed upon.

You can use these subscription contracts to do the following:

● Execute change processes such as contract cancellation, contract extension, and such others

● Track contract change history● Monitor the fulfillment status of your contract distribution

Partner Agreements You use partner agreements and partner agreement orders for handling revenue sharing models, where a service provider with a contractual agreement with an end customer, either shares part of the revenue with or pays royalties to a partner. A confirmed partner agreement order results in a contractual long-term partner agreement.

You can use partner agreement orders to do the following:

● Enter subscription products that are defined to process revenue sharing models

● Automatically generate follow-up transactions (partner agreements) when you submit partner agreement orders

SAP S/4HANA for Customer Management - Feature Scope DescriptionSubscription Order Management P U B L I C 11

6 Basic Functions

You can use a variety of selected generic tools, components, and features that support you in performing customer service tasks, including customer interaction.

Key Features


Basic Function Use

Partner processing You can use partner processing to control how the system works with business partners in business transactions.

Using partner determination, the system automatically finds and enters the partners involved in a transaction.

Date management You can use date management to define dates and process them in documents.

Text management You can use text management to define text objects and their text types which are the basic building blocks of text management within customer management applications.

Catalogs, codes and profiles Catalogs are resources that help to ensure the uniform use of terms. Customer management uses a dual-level hierarchy comprising code groups and codes for catalogs.

Content management You can use content management to enhance customer management business objects such as service orders with data such as documents, graphics, and multimedia objects.

Availability check You can use the availability check (ATP check) to determine if a product in a sales item can be confirmed as available (enough stock is availabe or can be produced or purchased on time). The product is then reserved in the required quantity.

Output determination You can print, fax, and e-mail documents.

Actions You can use actions to schedule and start predefined processes from transactions through user-definable conditions.


Basic Functions

Basic Function Use

Multilevel categorization You can use this to set up multilevel categorization for different applications.

Multilevel categorization enables you to design categorization according to your business needs, and to integrate auto suggest functions and content analysis functions in your applications.

Rule modeler You can use the rule modeler to create, maintain, and release rule policies.

Alert management You can use alert management to enable on-screen notifications for agents to alert them to items or situations that require their immediate attention.

Data archiving You can archive business transactions such as service orders and service confirmations that have been created in customer management using the appropriate archiving object.

Knowledge articles Provides information that can be used to solve an issue.

Interaction center agents can search for knowledge articles, which can include documents, links to Web sites, and screenshots, to answer customer queries.

SAP S/4HANA for Customer Management - Feature Scope DescriptionBasic Functions P U B L I C 13

7 SAP S/4HANA Public Sector for social services management

Business Background

SAP S/4HANA Public Sector for social services management helps social services agencies to receive benefit applications from their constituents, determine an applicant’s eligibility and calculate the benefit entitlements. Once a benefit decision has been approved, the benefit payments are determined and processed.

Business rules that you maintain can be used to largely automate the application and decision making process, allowing the caseworker to focus on high-value tasks and improving the service offered to constituents.

Key Features


Key Feature Use

Social Application You can receive and document the application data for a constituent requesting social benefits.

Social Service Plan You can determine, decide and document the scope and details of a constituent’s entitlements for social benefits. An eligibility determination identifies the period for which an applicant meets the criteria for a specific benefit. An entitlement determination and calculation performs the benefits and calculates the amounts for which an applicant is entitled.

Payment on Request You can determine the entitlement to a social benefit for a citizen in advance that can be paid out once the citizen makes the appropriate payment request.

Benefit Reduction You can reduce the gross entitlement amounts for approved benefits for a period of time if a benefit recipient does not meet certain commitments (such as training courses, job interviews).

Composite Calculation You can process benefits for several beneficiaries (such as a married couple) in a joint social service plan.

Social Deduction Plan You can define deduction amounts from benefit payments for an applicant. You can automatically deduct amounts (such as rent, medical insurance) from the entitlement amounts to be paid out.

Gross Calculation The system calculates benefit entitlement amounts and prepares the periodic payment amounts.


SAP S/4HANA Public Sector for social services management

Key Feature Use

Net Calculation The system bundles payment and deduction items in net calculation documents.

Social Billing The system prepares billing documents, for example as the basis for the payment run that is executed in SAP Public Sector Collection and Disbursement (PSCD).

Eligibility Determination You can determine the periods for which an applicant meets the criteria for a specific benefit.

Entitlement Determination You can determine the benefits and to calculate the amounts for which an applicant is entitled.

Item and Decision Assessment You can use the item assessment to perform a final assessment of benefit items for social applications and social services plans. You can execute decision assessments for social service plans and social deduction plans once the entitlement or deduction items are finally determined and calculated.

Approval Check You can define an approval check for social applications, social service plans, and social deduction plans.

Business Rule Framework plus You can maintain business rules for automated processes and activities for Social Services.

Change Processes You can trigger follow-up decisions using standardized change processes for benefit decisions that have already been approved.

Decision Flow You can get an overview for a series of follow-up benefit decisions for a constituent.

Case Assignment You can assign business transactions, attachments, notes and involved persons for the respective beneficiary in a social case.

Data Archiving You can archive completed business transactions in Social Services using the appropriate archiving object.

SAP S/4HANA for Customer Management - Feature Scope DescriptionSAP S/4HANA Public Sector for social services management P U B L I C 15

8 SAP S/4HANA Utilities for customer management

Business Background

In the interaction center, SAP S/4HANA Utilities for customer management offers service capabilities for the utilities industry. The interaction center agents can use the interaction center as a central point of entry, to search and manage master data as well as to carry out the traditional processes within the utilities industry such as meter reading, bill correction, move-in/out and more.

Key Features

The following table explains the key features available to the interaction center agent:

Key Feature Use

Managing business partners and contract accounts

You can search, identify, view, change and create a new business partner and contract account.

Managing business partners and contract accounts

You can integrate the payment hub for the contract account.

Managing harmonized technical master data

You can manage harmonized technical master data.

Enhanced identification split screen You can search for and visualize technical and business master data.

Enhanced identification split screen You can use this feature to manage related business partners.

Interaction records You can manage interaction records and clarification cases.

Business partner overview You can provide a complete overview of a confirmed business partner.

Premise overview You can provide a complete overview of a confirmed premise.

SAP HANA Free Text Search You can use this feature to search for a premise or business partner using an alternative approach.

Fast move in/out You can perform a fast move-in and move-out.

Fast move-in for an occupied premise You can use this feature to perform a fast move-in and a fast move-out for an occupied premise.


SAP S/4HANA Utilities for customer management

Key Feature Use

Bill information and correction You can view a list of bills and reverse incorrect ones.

Managing budget billing plans You can view a budget billing plan or a view, and change or create a payment plan or payment scheme.

Financial inquiries You can respond to a business partner’s queries regarding account balance, account history and payments.

Collections You can perform various functions related to the collection of outstanding payments owed by the business partner.

Managing meter readings You can enter, estimate, correct or validate meter readings and view historical meter readings.

Managing meter readings You can release implausible meter readings and execute detailed meter reading validations.

SAP S/4HANA for Customer Management - Feature Scope DescriptionSAP S/4HANA Utilities for customer management P U B L I C 17

Important Disclaimers and Legal Information

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● Links with the icon : You are entering a Web site that is not hosted by SAP. By using such links, you agree (unless expressly stated otherwise in your agreements with SAP) to this:

● The content of the linked-to site is not SAP documentation. You may not infer any product claims against SAP based on this information.● SAP does not agree or disagree with the content on the linked-to site, nor does SAP warrant the availability and correctness. SAP shall not be liable for any

damages caused by the use of such content unless damages have been caused by SAP's gross negligence or willful misconduct.

● Links with the icon : You are leaving the documentation for that particular SAP product or service and are entering a SAP-hosted Web site. By using such links, you agree that (unless expressly stated otherwise in your agreements with SAP) you may not infer any product claims against SAP based on this information.

Beta and Other Experimental FeaturesExperimental features are not part of the officially delivered scope that SAP guarantees for future releases. This means that experimental features may be changed by SAP at any time for any reason without notice. Experimental features are not for productive use. You may not demonstrate, test, examine, evaluate or otherwise use the experimental features in a live operating environment or with data that has not been sufficiently backed up.The purpose of experimental features is to get feedback early on, allowing customers and partners to influence the future product accordingly. By providing your feedback (e.g. in the SAP Community), you accept that intellectual property rights of the contributions or derivative works shall remain the exclusive property of SAP.

Example CodeAny software coding and/or code snippets are examples. They are not for productive use. The example code is only intended to better explain and visualize the syntax and phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of example code unless damages have been caused by SAP's gross negligence or willful misconduct.

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Important Disclaimers and Legal Information

SAP S/4HANA for Customer Management - Feature Scope DescriptionImportant Disclaimers and Legal Information P U B L I C 19

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