Professional Documents
Culture Documents
2 Presales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
3 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
4 Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
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.
Note
To 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.
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:
You can find the corresponding documentation on SAP Help Portal at SAP S/4HANA for Customer
Management under <Choose relevant product version> Product Documentation .
For certain features you may need a separate subscription license. For further information,please contact your
SAP Account Executive.
Business Background
The presales process supports the entire presales lifecycle, from an appointment, through the creation of leads
and then opportunites.
Key Features
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 busi
ness. 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 oppor
tunity describes the sales prospect, the requested products or services,
budget, potential sales volume, and the estimated sales probability.
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
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 con
tract 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 creat
ing 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 ex
penses used while performing a service.
Service request templates You can use service request templates to define reusable sets of service-re
lated data that minimize the amount of time required to create a service trans
action.
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.
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.
● Communication process
This 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 process
The 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 process
Frequently 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
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 chan
nels 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.
Interaction record You can use this business transaction to store the information and data regard
ing 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 navi
gate from the interaction history to the relevant business transactions.
Activity clipboard In the interaction record, the activity clipboard visualizes past and current in
teractions.
You can navigate to the objects that were created or changed during those in
teractions.
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 fea
tures that you can use to tailor the inbox search according to your business re
quirements.
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 in
coming e-mail.
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.
Note
The use of the subscription order management feature requires an SAP S/4 HANA for Billing and Revenue
Innovation Management license.
Key Features
Subscription Product You can maintain subscription products, which represent a subscription to
services such as usage-based charges, recurring, and one-time charges.
Subscription Order You can create and process subscription orders, where you can capture multi
ple combinations of subscriptions to services (such as, usage-based, recur
ring, and one-time charges), and physical goods. You can further model these
combinations as product bundles in your master data.
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.
Partner Agreements You use partner agreements and partner agreement orders for handling reve
nue 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 a variety of selected generic tools, components, and features that support you in performing
customer service tasks, including customer interaction.
Key Features
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 docu
ments.
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 manage
ment 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 busi
ness 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.
Actions You can use actions to schedule and start predefined processes from transac
tions through user-definable conditions.
Multilevel categorization You can use this to set up multilevel categorization for different 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 con
firmations that have been created in customer management using the appro
priate archiving object.
Interaction center agents can search for knowledge articles, which can include
documents, links to Web sites, and screenshots, to answer customer queries.
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
Social Application You can receive and document the application data for a constituent request
ing social benefits.
Social Service Plan You can determine, decide and document the scope and details of a constitu
ent’s entitlements for social benefits. An eligibility determination identifies the
period for which an applicant meets the criteria for a specific benefit. An enti
tlement 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 pe
riod 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.
Net Calculation The system bundles payment and deduction items in net calculation docu
ments.
Social Billing The system prepares billing documents, for example as the basis for the pay
ment 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 ap
plicant 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 deci
sion 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 So
cial 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 constit
uent.
Case Assignment You can assign business transactions, attachments, notes and involved per
sons for the respective beneficiary in a social case.
Data Archiving You can archive completed business transactions in Social Services using the
appropriate archiving object.
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:
Managing business partners and contract You can search, identify, view, change and create a new business partner and
accounts contract account.
Managing business partners and contract You can integrate the payment hub for the contract account.
accounts
Managing harmonized technical master You can manage harmonized technical master data.
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.
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.
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 pay
ments 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 read
ing validations.
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