sap s/4hana for customer management - feature scope ... · sap s/4hana for customer management -...
TRANSCRIPT
Feature Scope Description PUBLIC
Document Version: 1.0 – 2018-02-28
SAP S/4HANA for Customer Management - Feature Scope Description
Content
1 SAP S/4HANA for Customer Management - Feature Scope Description. . . . . . . . . . . . . . . . . . . . . 3
2 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
3 Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
4 Basic Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
5 Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
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 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 operation● Information on security
You can find the corresponding documentation on SAP Help Portal under SAP S/4HANA for customer management ( 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
Licenses
For certain features you may need a separate subscription license. For further information,please contact your SAP Account Executive.
4 P U B L I CSAP S/4HANA for Customer Management - Feature Scope Description
SAP S/4HANA for Customer Management - Feature Scope Description
2 Service
Business Background
The service order management process supports the entire service processing lifecycle, from the creation of service order quotations, through service orders, to service confirmations.
For example, service order management encompasses the placing of 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
The following table explains the key features available:
Key Feature Use
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).
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 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
SAP S/4HANA for Customer Management - Feature Scope DescriptionService P U B L I C 5
Key Feature Use
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.
6 P U B L I CSAP S/4HANA for Customer Management - Feature Scope Description
Service
3 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
The following table explains the key features available:
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.
SAP S/4HANA for Customer Management - Feature Scope DescriptionInteraction Center P U B L I C 7
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.
8 P U B L I CSAP S/4HANA for Customer Management - Feature Scope Description
Interaction Center
4 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
The following table explains the key features available:
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.
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.
SAP S/4HANA for Customer Management - Feature Scope DescriptionBasic Functions P U B L I C 9
Basic Function Use
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 confir-mations 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.
10 P U B L I CSAP S/4HANA for Customer Management - Feature Scope Description
Basic Functions
5 Utilities
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
Provides a way to search, identify, view, change and create a new business partner and contract account
Interaction records Provides a way to manage interaction records and clairification cases
Managing technical master data Provides a way to search for a premise and manage technical master data
Bill information and correction Provides a way to view a list of bills and reverse incorrect ones
Managing budget billing plans Provides a way to view a budget billing plan as well as view, change or create a payment plan or payment scheme
Financial inquiries Provides a way to respond to a business partner’s queries regarding account balance, account history and payments
Collections Provides a way to carry out various functions related to the collection of outstanding payments owed by the business partner
Managing meter readings Provides a way to enter, estimate, correct or validate meter readings as well as view historical meter reading
Fast move in/out Provides a way to perform a fast move-in and a fast move-out and view the follow-on parked documents created in SAP IS-U
SAP S/4HANA for Customer Management - Feature Scope DescriptionUtilities P U B L I C 11
Important Disclaimers and Legal Information
Coding SamplesAny software coding and/or code lines / strings ("Code") included in this documentation are only examples and are not intended to be used in a productive system environment. The Code is only intended to better explain and visualize the syntax and phrasing rules of certain coding. SAP does not warrant the correctness and completeness of the Code given herein, and SAP shall not be liable for errors or damages caused by the usage of the Code, unless damages were caused by SAP intentionally or by SAP's gross negligence.
Gender-Neutral LanguageAs far as possible, SAP documentation is gender neutral. Depending on the context, the reader is addressed directly with "you", or a gender-neutral noun (such as "sales person" or "working days") is used. If when referring to members of both sexes, however, the third-person singular cannot be avoided or a gender-neutral noun does not exist, SAP reserves the right to use the masculine form of the noun and pronoun. This is to ensure that the documentation remains comprehensible.
Internet HyperlinksThe SAP documentation may contain hyperlinks to the Internet. These hyperlinks are intended to serve as a hint about where to find related information. SAP does not warrant the availability and correctness of this related information or the ability of this information to serve a particular purpose. SAP shall not be liable for any damages caused by the use of related information unless damages have been caused by SAP's gross negligence or willful misconduct. All links are categorized for transparency (see: https://help.sap.com/viewer/disclaimer).
12 P U B L I CSAP S/4HANA for Customer Management - Feature Scope Description
Important Disclaimers and Legal Information
SAP S/4HANA for Customer Management - Feature Scope DescriptionImportant Disclaimers and Legal Information P U B L I C 13
go.sap.com/registration/contact.html
© 2018 SAP SE or an SAP affiliate company. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice.Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary.These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies.Please see https://www.sap.com/corporate/en/legal/copyright.html for additional trademark information and notices.