Cookbook

Migrating from IS-U and CRM to S/4HANA Utilities for customer engagement

SAP S/4HANA 2021 – Migration 2

TABLE OF CONTENTS

INTRODUCTION ............................................................................................................................................... 3

REFERENCE MATERIAL ................................................................................................................................. 4

MIGRATION SCENARIOS ................................................................................................................................ 5

Migration from IS-U to S/4HANA Utilities for customer engagement ................................................... 5

Migrating from SAP ERP with IS-U Customer Services ................................................................................. 6 Migrating from SAP ERP with IS-U and CRM Service for Utilities ................................................................. 7

MIGRATION OF IS-U CONTRACTS .............................................................................................................. 10

Customizing for the Integration .............................................................................................................. 10

ERP to S4 and S4 to S4 Systems ............................................................................................................ 13

Other System to S4 System .................................................................................................................... 14

SAP S/4HANA 2021 – Migration 3

INTRODUCTION

SAP S/4HANA Utilities for customer engagement is a simplified version of SAP CRM embedded into SAP S/4HANA. While its first versions were technically delivered as an add-on (as software component S4CRM). It has been fully embedded into S/4HANA with the 1909 release.

Within SAP S/4HANA Utilities for customer engagement, the S/4HANA Interaction Center serves as central entry point for customer service specialists of a utility company, allowing them to access numerous industry processes and functions. Technically the Interaction Center leverages SAP’s proven CRM Web UI Framework technology, and new UI themes offer a harmonized Fiori user experience following SAP Fiori user interface strategy.

This guide focuses on possible migration scenarios to SAP S/4HANA Utilities for customer engagement. It incorporates questions and feedback received so far from the first implementation projects at utility companies in various regions.

SAP S/4HANA 2021 – Migration 4

REFERENCE MATERIAL

SAP Help Portal

There are various documentations published on the SAP Help Portal. To access all the relevant information, you need to be locked in with your user account. Component-based documentation for all functions and processes that are supported by this product can be found here:

• Overview SAP for Utilities

• Feature Scope Description

• Product Assistance

• Other Cookbooks and Guidelines

SAP Support Portal

The SAP Support Portal offers support tools, services, applications, as well as related documentation and community content. Simplification Items can be found here.

System Documentation

For each IMG activity, there is documentation available directly in the SAP S/4HANA system, and in many cases as well F1 help documentation for single attributes of the customizing table.

The information in this guide complements the system documentation. Therefore, we strongly recommend to always read the available system documentation as well. To avoid duplication of documentation, we did not copy the system documentation into this guide.

SAP S/4HANA 2021 – Migration 5

MIGRATION SCENARIOS

There are different initial situations of customer-scenarios before starting to work with customer engagement. Therefore those scenarios require a different approach of migration.

Migration from IS-U to S/4HANA Utilities for customer engagement

There are two editions available when migrating to customer engagement:

SAP S/4HANA Utilities for customer engagement, enterprise edition:

• Use more than 50 standard processes

• Enhanced user experience

SAP S/4HANA Utilities for customer engagement, basic edition for Customer Interaction Center:

• No standard processes

• Bring your processes

• For rather technical upgrades from CIC0 or EC20

For customers migrating from IS-U a data load for selected business partner contacts to interaction records is recommended. Therefore see cookbook "Integration and Migration of Interaction Records".

The configuration of IC framework and customer engagement basics is required.

The reuse of front office processes (FOPs) is possible and some of those processes will run as-is. Other processes such as "Move-in" can be eliminated because customer engagement replaces those processes. Some processes will require data flow adjustments.

SAP S/4HANA 2021 – Migration 6

Migrating from SAP ERP with IS-U Customer Services

ERP-IS-U customer (typically using CIC0 or EC20) migrates to S/4HANA IS-U and S/4HANA Utilities for customer engagement:

Entity Used in IS-U (as part of ERP)

Entity used in S/4HANA

Recommendation Issues

Master Data Business partner Business partner No additional migration needed for S/4HANA for customer engagement due to harmonized data model

Contract account Contract account

IS-U technical master data

IS-U technical master data

IS-U contract Sales contract Product determination

Business partner contact

Interaction record Create an interaction record for BP contacts that are still relevant

Various billing master data

Material Create materials for such products that are being sold

Customizing Customizing for CIC0/EC20, data environment trees in IS-U etc.

Customizing for Interaction Center, BOL trees etc.

Follow the cookbook "Best Practice for SAP S/4HANA Utilities for customer engagement 1909" available on SAP Help Portal

SAP S/4HANA 2021 – Migration 7

Migrating from SAP ERP with IS-U and CRM Service for Utilities

ERP IS-U & CRM (side car) customer moves entirely to S/4HANA and S/4HANA Utilities for customer engagement

Entity Used in IS-U (as part of ERP)

Entity used in CRM

Entity used in S/4HANA

Recommendation

Master Data Business partner

Business partner

Business partner

No additional migration needed for S/4HANA for customer engagement due to harmonized data model in S/4HANA

Contract account

Business agreement

Contract account

IS-U technical master data

IBase IS-U technical master data

IS-U contract

Contract Sales contract

Proceed like in scenario "IS-U (ERP) à S4 Util"

Business partner contact

Interaction record

Interaction record

Migrate Interaction records using the S/4HANA Migration Cockpit

Various billing master data

Product Material Create materials for such products that are being sold

Customizing Customizing for Interaction Center, BOL trees etc.

Customizing for Interaction Center, BOL trees etc.

Follow the cookbook "Best Practice for SAP S/4HANA Utilities for customer engagement 2020" available on SAP Help Portal

For selected CRM business activities the migration tool CRM_S4_BTX_ACTIVITY_MIGRATION is available. Configuration and enhancements need to be migrated manually. Despite high degree of similarity (like-for-like), caution applies to data object changed and simplifications.

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***Note: For the migration to the enterprise edition, CRM 7 is required.

There is no data migration required for fully replicated objects:

Entity Used in CRM

Entity used in S/4HANA

Recommendation Issues

Master Data Business partner Business partner No additional migration needed for S/4HANA for customer engagement due to harmonized data model

Contract account Contract account

IS-U technical master data

IS-U technical master data

Utilities sales contract

Utilities sales contract

Create a sales contract with sales contract management

Product determination

Interaction record Interaction record Data load CRM to S/4HANA recommended for exceptions (esp. CRM “one order” objects, e.g. interaction records)

Material Material Create materials for such products that are being sold

Customizing Customizing for Interaction Center, BOL trees etc.

Follow the cookbook "Best Practice for SAP S/4HANA Utilities for customer engagement 2020" available on SAP Help Portal

SAP S/4HANA 2021 – Migration 9

Comparison of the business roles in CRM to customer engagement

Business role in CRM

Function in CRM Business role in customer engagement

Function in customer engagement

UTIL_IC_LEAN customer service, move-in/out, partial CRM data model and replication)

S4C_UT_IC

customer service, move-in/out, contract management, harmonized data model, no replication

UTIL_IC_REG customer service, contract management, full CRM data model and replication

UTIL_IC

customer service, contract management, full CRM data model and replication

SAP S/4HANA 2021 – Migration 10

MIGRATION OF IS-U CONTRACTS

With the migration process the customer with active IS-U contracts can use these contracts with the utilities sales contract management function of customer engagement as of release 2020 FPS 0 or higher.

Customizing for the Integration

For the migration processes and for the integration of new IS-U contracts in the utilities sales contract management it is mandatory to prepare the following Customizing activities in the view “Activate Integration.”

SPRO path: SAP Utilities → Customer Engagement → Utilities Sales Contract Management → Settings for IS-U Contract Integration

*** Note: Products to be used for the integration process must be created as a material in the S/4HANA system first (transaction MM02) For further information see SAP documentation of Utilities Product Integration Layer (UPIL).

• Node: Activate Integration

• Define division for which the integration should take place, e.g. Dv = 01 (Electricity).

• Activate check box for integration activation of division.

• Node: Define Product Proposal

• Assign product to division, you must configurate one of the following options, otherwise the integration process cannot be processed:

A. Create a standard product which serves as a kind of placeholder. You can use this product across the entire division without specifying a rate type.

B. Create products that match the division and rate types. One product must be stored per rate category. The product must correspond to this rate category. Typically, the rate category and the installation facts are defined in the product. During integration, product integration is triggered via the "Utilities Product Integration Layer" (UPIL) (IS-U-BI-PI) component.

To avoid product integration, the product must not have an allocated rate category.

• Choose in the node Define Product Proposal for which assigned product you want to define configuration values by activating the line

• Open node: Define Product Configuration Values (optional)

• You can assign one or more characteristics (internal characteristic number) to each product that you want to use for integration and one or more values (characteristic value) to each characteristic. If you assign multiple values to a characteristic, enter a sequential number in the corresponding column as far as permissible for the characteristic.

SAP S/4HANA 2021 – Migration 11

Special Case: Cancel Product Change

If there is a product change from a default product without rate category to a product with rate category, it is subsequently no longer possible to cancel this product change. When the user is trying to execute the process “Cancel Change Product, an error message is displayed after clicking on the one click action.

In order to inform the user in advance that the process "Change Product" cannot be reversed when the product is changed from a product without rate category to another product with rate category, a note is displayed in both the short summary and the main summary of the "Change Product" process. This is also the case, when the process “Multi Change Product” is executed.

Special Case: Change End Date and Cancel Change End Date

If the user is ending the contract or changes the end date of a contract with a default product without rate category, no product integration is triggered. Therefore it will be possible to cancel the process “Change End Date” and “End Contract” without a product integration being processed.

BAdI Implementation

The integration process can be customized using a Business Add-In. To do this, the customer can use the enhancement spot CRMS4_IU_CM_PROCESS_FRAMEWORK to use the BAdI

CRMS4_IU_CM_INTEGRATION.

A BAdI interface is provided, as well as standard values for the respective processes. By implementing it as a BAdI interface, customers have the option of customizing the individual integration processes or replacing them completely with their own implementations. To do this, the customer can use the enhancement spot CRMS4_IU_CM_PROCESS_FRAMEWORK to use the BAdI CRMS4_IU_CM_INTEGRATION.

Filter values and standard implementations of the BAdI interface "CRMS4_IU_CM_INTEGRATION"

Filter Value Process Standard Implementation Implementation Class

MOVE_IN_CREATE Create move-in

CRMS4_IU_CM_IP_MI_CREATE CL_CRMS4_IU_CM_IP_MI_CREATE

MOVE_IN_CHANGE Change move-in date

CRMS4_IU_CM_IP_MI_CHANGE CL_CRMS4_IU_CM_IP_MI_CHANGE

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Filter Value Process Standard Implementation Implementation Class

MOVE_IN_CANCEL Cancel move-in

CRMS4_IU_CM_IP_MI_CANCEL CL_CRMS4_IU_CM_IP_MI_CANCEL

MOVE_OUT_CREATE Create move-out

CRMS4_IU_CM_IP_MO_CREATE CL_CRMS4_IU_CM_IP_MO_CREATE

MOVE_OUT_CHANGE Change move-out date

CRMS4_IU_CM_IP_MO_CHANGE CL_CRMS4_IU_CM_IP_MO_CHANGE

MOVE_OUT_CANCEL Cancel move-out

CRMS4_IU_CM_IP_MO_CANCEL CL_CRMS4_IU_CM_IP_MO_CANCEL

Methods of the BAdI Interface "IF_CRMS4_IU_CM_INTEGRAT_BADI

Method Description

CHECK_PRECONDITION Used for a general check to see whether the current transaction (move-in/out) is relevant for integration at all and whether the current data situation allows integration with sales contract management

PERFORM_INTEGRATION Implementation of the integration with sales contract management using the respective PF processes

Supported Processes

Name Trans-action

Integration Process Function Module Enhanced

Default Implementation Class

MOVE_IN EC50E API_IP_MOVE_IN_ CREATE

ISU_O_MOVE_IN_ ACTION form ACTION_SAVE

CL_CRMS4_IU_CM_IP_MI_ CREATE

MOVE_IN_ CHANGE

EC51E API_IP_MOVE_IN_ CHANGE

ISU_O_MOVE_IN_ ACTION form ACTION_SAVE

CL_CRMS4_IU_CM_IP_MI_ CHANGE

MOVE_IN_ CANCEL

EC53E API_IP_MOVE_IN_ CANCEL

ISU_O_MOVE_IN_ ACTION form ACTION_SAVE

CL_CRMS4_IU_CM_IP_MI_ CANCEL

MOVE_OUT EC55E API_IP_MOVE_OUT_ CREATE

ISU_O_MOVE_OUT_ ACTION form ACTION_SAVE

CL_CRMS4_IU_CM_IP_MO_ CREATE

MOVE_OUT_ CHANGE

EC56E API_IP_MOVE_OUT_ CHANGE

ISU_O_MOVE_OUT_ ACTION form ACTION_SAVE

CL_CRMS4_IU_CM_IP_MO_ CHANGE

MOVE_OUT_ CANCEL

EC58E API_IP_MOVE_OUT_ CANCEL

ISU_O_MOVE_OUT_ ACTION form ACTION_SAVE

CL_CRMS4_IU_CM_IP_MO_ CANCEL

EC60, EC70

contained in above processes

For the Basic Edition additionally, the process Fast Move In/Out in the WebClient is also relevant.

SAP S/4HANA 2021 – Migration 13

ERP to S4 and S4 to S4 Systems

• Open transaction SE38

• Start report CRMS4_IU_CM_CONTRACT_MIGRATION

• Use filter function if required (e.g. migration only for division 01)

*** Note: It is possible to run the report on o regular basis by scheduling a job for the execution.

Log is displayed:

SAP S/4HANA 2021 – Migration 14

Report to migration is displayed:

Utilities sales contract was created:

Other System to S4 System

The IS-U migration process from other systems into utilities sales contract management is integrated in transaction EMIGALL (see SAP documentation IS-U Migration Workbench: Step by Step EMIGALL ).

• Open transaction EMIGALL

• Choose a company

• Relevant migration objects: MOVE_IN and MOVE_OUT

*** Note: To use the migration objects for the migration to utilities sales contract management it is mandatory to prepare the Customizing (see chapter Customizing for the Integration). You can either use a default product or define specific product values for the migration.

It is possible to schedule a job for the execution.