integrating dispute management to sap crm

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2011 SAP AG 1

Integrating Dispute Management

with CRM The Pavement to

Transfer Dispute Cases to CRM

Applies to:

For more information, visit the Enterprise Resource Planning

Summary

There are situations where the processing of the dispute case is not carried out in SAP Dispute Management, but in an external application. For example, trade claims are processed in the SAP Customer Relationship Management (SAP CRM) application by users working with SAP Trade Promotion Management (TPM). In such business process there is a need to integrate Dispute Management with SAP CRM in order to transfer the dispute cases from Dispute management to SAP CRM. This article will help in the entire process from necessary settings to the transfer of dispute cases to SAP CRM.

Author: Lakshmi Ranga

Company: Accenture

Created on: 21 January 2011

Author Bio

Lakshmi Ranga is a Post Graduate GOLD MEDALLIST in Business Management and currently working with Accenture as a part of FICO and FSCM capability
http://www.sdn.sap.com/irj/bpx/erp

Integrating Dispute Management with CRM The Pavement to Transfer Dispute Cases to CRM


2011 SAP AG 2

Table of Contents

Business Need .................................................................................................................................................... 3

Process Overview ............................................................................................................................................... 4

Process Description step by step: ...................................................................................................................... 5

Prerequisite - Settings ........................................................................................................................................ 6

Define External Applications ........................................................................................................................... 6

Define Transfer of Dispute Cases ................................................................................................................... 6

Define Events .................................................................................................................................................. 7

Define the Effect of Events on Dispute Cases ................................................................................................ 7

Activate Process Integration for SAP Dispute Management .......................................................................... 9

Define Default Values for Creation of Dispute Cases ..................................................................................... 9

Process Settings for Customer-Disputed Objects in Dispute Cases ............................................................ 10

Automatic Write-Off of Dispute Cases - Edit settings ................................................................................... 10

Define Document Changes ........................................................................................................................... 11

Integration with Claims Management - Define Special G/L Indicator(s) ....................................................... 12

Define Attributes for Dispute Cases from Advance Payments ..................................................................... 12

Define Reason Codes ................................................................................................................................... 12

Define Payment Advice Types ...................................................................................................................... 13

Settings in CRM ................................................................................................................................................ 14

Select FSCM Dispute Management system ................................................................................................. 14

Map Dispute Case Types to Transaction types in CRM ............................................................................... 14

Map Note types for Claim Submission .......................................................................................................... 14

Procedure Creating Dispute case and Transferring Dispute case to CRM ................................................... 16

Create Dispute case ...................................................................................................................................... 16

Access and Change Dispute case ................................................................................................................ 19

Transfer the Dispute case to CRM ................................................................................................................ 21

Related Content ................................................................................................................................................ 23

Disclaimer and Liability Notice .......................................................................................................................... 24



2011 SAP AG 3

Business Need

Dispute Management in SAP-FSCM (Financial Supply Chain Management) is used to manage FI-AR open

account receivables items. To track and resolve disputed AR items, we can create dispute cases that hold

the data we need to process the case. However, there are situations where the processing of the dispute

case is not carried out in SAP Dispute Management, but in an external application. For instance, trade claims

are processed in the SAP Customer Relationship Management (SAP CRM) application by users working

with SAP Trade Promotion Management (TPM). In such cases, Dispute management enables to manage

dispute cases in claims-related processes in SAP CRM.

We can use dispute management with trade promotion management (TPM) in the deduction claim business

process. For example, a dispute case is created based on a discrepancy between the amount the

manufacturer invoices the retailer and the amount the retailer actually pays. The retailer pays less (deducts a

sum of money from the full payment). This is because the manufacturer owes the retailer an agreed amount

of money for executing a promotional activity.

Deduction claims allow customers to claim the amount spent in implementing a trade promotion from the

manufacturer. The customer does this by not paying the whole amount of a manufacturers invoice. The

deducted amount is detected in SAP ERP and the system creates a dispute case for the amount. The claim

is represented as a claim submission in SAP CRM.

Dispute cases are created or changed in SAP Dispute Management. When a dispute case is transferred to

and external application, SAP Dispute Management passes the control of the dispute case to the external

application. The external application can then either process or return control of the dispute case to SAP

Dispute Management. SAP Dispute Management can be set up to notify the external application if the

dispute amount changes.

In this article we start with claim submission process overview and then go with the configuration settings

that required in SAP FSCM and SAP CRM for this process and finally see how the dispute cases are

transferred to CRM.
http://help.sap.com/SCENARIOS_BUS2007/helpdata/EN/9a/04fd9a981a48068e0c0848f00a996d/frameset.htm



2011 SAP AG 4

Process Overview



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Process Description step by step:

1. Reduce invoice amount due to marketing activity

- The customer deducts promotional or marketing expenses from the amount owed to the brand owner.

2. Determine short payment of invoice and create residual item and dispute case

- SAP ERP creates a dispute case to address the discrepancy between the invoiced amount and the amount paid.

3. Determine trade-related dispute case

- The SAP ERP user determines the dispute case to be trade related and sends the dispute case to SAP CRM.

4. System creates claim submission

- The system represents the dispute case as a claim submission in SAP CRM.

5. Process claim submission and create deduction claim

- We can create a deduction claim from the claim submission. There must be an unresolved amount for the claim submission.

6. Collect additional claim information

- We can attach a document to the claim, for example, a screenshot.

7. Assign trade promotions and account plan

- We can associate the claim with a marketing project.

8. Check claim validity

- We can determine the validity of the claim.

9. Verify fund or assign fund

- We can verify the predetermined fund, or choose another.

10. Approve deduction claim

- The claim must be approved as a precondition to settlement.

11. Update fund

- The system updates the fund.

12. Settle payment (Billing in CRM)

- The claim is an item in the settlement due list. The system processes the settlement due list. The system then creates a credit memo for the claim account and posts accounting data.

13. Settle payment (Billing in ERP)

- The accounting reconciliation process takes place in a back office application.

14. System closes dispute case

15. System closes deduction claim submission



2011 SAP AG 6

Prerequisite - Settings

Settings in FSCM

Define External Applications

This activity is used to define external applications that allow to process dispute cases outside of SAP Dispute Management.

IMG

Menu path

Financial Supply Chain Management Dispute Management Dispute Case Processing Transfer to External Applications Define External Applications

T. Code SPRO

Here select to update the CRM as an external application

Define Transfer of Dispute Cases

Here define the parameters for the transfer to external applications. One or more combinations of status and reason code can be defined for each case type leading to the transfer to an external application.

IMG

Menu path

Financial Supply Chain Management Dispute Management Dispute Case Processing Transfer to External Applications Define Transfer of Dispute Cases

T. Code SPRO

F_D3 is the standard case type for external application processing. We can use the same or can create new one for that. Select this case type and click on Parameters for the Transfer to Ext. Applications



2011 SAP AG 7

Under parameters for the transfer to Ext. applications, select the New Entries to update the status, reason code and the external application.

Define Events

Here define the events that can be used to make changes to a dispute case. Once a dispute case has been transferred to an external application, this is the only way we can make further changes.

If we want to allow changes, specify it for the following fields:

Status

Reason

Escalation reason

To specify the type of change we want to allow, choose Effect of events on dispute cases.

IMG

Menu path

Financial Supply Chain Management Dispute Management Dispute Case Processing Transfer to External Applications Define Events

T. Code SPRO

Select the New Entries to update the event and the fields which need change.

Define the Effect of Events on Dispute Cases

Here define for a specific combination of case type, external application, and event, which changes the system should make to the status, reason, and escalation reason.

IMG

Menu path

Financial Supply Chain Management Dispute Management Dispute Case Processing Transfer to External Applications Define the Effect of Events on Dispute Cases

T. Code SPRO



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Select to update the case type, event and the effects required.



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Activate Process Integration for SAP Dispute Management

In this IMG activity activate the connection of SAP Dispute Management to Accounts Receivable and Accounts Payable.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Activate Process Integration for SAP Dispute Management

T. Code SPRO

Select the activation check for the application FI-DM

Define Default Values for Creation of Dispute Cases

In this IMG activity configure the default values for the attributes on the dialog screen for creating a dispute case in Financial Accounting processes. The basic values can also be derived for creating a dispute case (case type and category); these are then not ready for input in the dialog box.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Define Default Values for Creation of Dispute Cases

T. Code SPRO

Select and update the company code and case type

Select the company code and click on Reason code to update the reason code and reasons



2011 SAP AG 10

Process Settings for Customer-Disputed Objects in Dispute Cases

Here we can process the settings for customer-disputed objects in dispute cases.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Customer-Disputed Objects in Dispute Cases Process Settings for Customer-Disputed Objects in Dispute Cases

T. Code SPRO

Select and update the company code and case type

Automatic Write-Off of Dispute Cases - Edit settings

When dispute cases are written off automatically, the relevant enhancement defines the account assignment of the offsetting posting. SAP provides a default implementation for this, which uses the settings to be made here to determine the G/L account and the cost center.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Automatic Write-Off of Dispute Cases Edit settings

T. Code SPRO

Here update the GL accounts and cost centers against the reason codes in order to writeoff dispute case



2011 SAP AG 11

Define Document Changes

When a dispute case is created or changed, we can specify certain attributes to change automatically in the related FI documents (for example, a dunning lock can be set) by using the Document Changes from Dispute Cases function.

In this activity specify which fields in the FI documents are changed when the triggering attributes in the dispute case change.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Automatic Document Changes from Dispute Cases Define Document Changes

T. Code SPRO

Select the New Entries and update the company code and case type

Click on Selection of fields and update target and source fields

Under Determination of Field values, update the reason for case and reason code for payments



2011 SAP AG 12

Integration with Claims Management - Define Special G/L Indicator(s)

Here define the special general ledger indicator for the integration of SAP Dispute Management with CRM Claims Management. The system uses this indicator to determine the alternative reconciliation account from CRM using the respective reconciliation account in the relevant chart of accounts when it creates an advance payment.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Integration with Claims Management Advance Payments Define Special G/L Indicator(s)

T. Code SPRO

Define Attributes for Dispute Cases from Advance Payments

In this IMG activity define the attributes for creating a dispute case that refers to receivables from advance payments.

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Integration with Claims Management Advance Payments Define Attributes for Dispute Cases from Advance Payments

T. Code SPRO


Define Reason Codes

Here we define the default reason code for each company code. It is valid for differences when a credit memo is assigned to a receivable that comes from an advance payment in CRM Claims Management if the credit memo amount is less than the receivable amount.



2011 SAP AG 13

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Integration with Claims Management Assignment of Credit Memos Define Reason Codes

T. Code SPRO


Define Payment Advice Types

Here define the payment advice type 'Payment advice note from assignment credits/payments' (payment advice type 11).

IMG

Menu path

Financial Supply Chain Management Dispute Management Process Integration with Accounts Receivable Accounting Integration with Claims Management Assignment of Credit Memos Define Payment Advice Types

T. Code SPRO

Select and update the payment advice type



2011 SAP AG 14

Settings in CRM

Select FSCM Dispute Management system

In this activity, select the ERP system that runs the dispute management application that we want to connect to the CRM System.

IMG

Menu path

Customer Relationship Management Claims Management Integration Integration to dispute management Select FSCM Dispute Management system

T. Code SPRO

Select and update the ERP dispute management application system

Map Dispute Case Types to Transaction types in CRM

Here we map the dispute case type from the ERP system to the claim type in the CRM system.

IMG

Menu path

Customer Relationship Management Claims Management Integration Integration to dispute management Map dispute case types to transaction type

T. Code SPRO

Select and update the case type as F_D3 to transaction type CSD1

Map Note types for Claim Submission

Notes from a dispute case in ERP are replicated to a claim submission in SAP CRM. In this activity we define which note type for a claim submission is used to display the notes from a dispute case. Notes for a claim submission are also replicated back to a dispute case when its processing is transferred back to Dispute Management. So we can define which note types for a claim submission are used in order to identify the notes to be transferred to ERP.



2011 SAP AG 15

IMG

Menu path

Customer Relationship Management Claims Management Integration Integration to Dispute Management Define Note Types for Claim Submission

T. Code SPRO

Select and update the Note type



2011 SAP AG 16

Procedure Creating Dispute case and Transferring Dispute case to CRM

Create Dispute case

IMG

Menu path

Accounting Financial Accounting Accounts Receivable Account Display/Change Line Items

T. Code FBL5N

Enter customer account ID and company code. Select open items and execute



2011 SAP AG 17

List of open items are displayed

Select the invoice and click on create Dispute case

Below pop-up will appear.



2011 SAP AG 18

Update the fields and click on Save

Once dispute case is created, below we will get the status



2011 SAP AG 19

Access and Change Dispute case

IMG

Menu path

Accounting Financial Supply Chain Management Dispute Management Dispute Case Processing

T. Code UDM_DISPUTE

Click on and then click to get list of dispute cases

Select the dispute case and click on

Select Status - Transfer Processing to Ext. Application



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Click Continue to display the status change log



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Transfer the Dispute case to CRM

Execute the program UDM_PUBLISH_DISPUTE_CASES in SE38 in order to transfer the dispute case to CRM

T. Code SE38

Click Execute

Below screen appears

Update the case type, company code, case ID and external application and

Click on Execute in Test Run mode



2011 SAP AG 22

When the log displays that the dispute case is selected for transferring in test mode then remove the Test Run and click Execute to finally transfer the dispute case to CRM.

Once the dispute case is transferred to CRM, then the claim settlement is done there and settlement payment document is updated in background in ERP-FI-AR.



2011 SAP AG 23

Related Content

Dispute Management

SAP CRM

Claims Management
http://help.sap.com/saphelp_erp60_sp/helpdata/en/30/88c2c466631f46862f8928b1d6cde5/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/19/68a028d02b460fa899066d948ed3ab/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/79/3275480107477781242e3749e9f837/frameset.htm



2011 SAP AG 24

Disclaimer and Liability Notice

This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not supported by SAP. Changes made based on this information are not supported and can be overwritten during an upgrade.

SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk.

SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample, including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this document.

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