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FSSC_RDS_SAMPLE_ORG - Sample Organization for FSSC

FSSC_RDS_SAMPLE_ORG - Sample Organization for FSSC

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Purpose

You can use this report to set up the sample shared services organization. The report generates required objects such as organization units which you can use to set up the sample organization and run the sample processes. This is intended to provide you with a sample to reference during your own shared services implementation.

SAP delivers the Shared Services Framework (SSF) for Financials with SAP ERP 6.0 enhancement package 5 which you can use to implement a Financial Shared Service Center (FSSC). The SSF for Financials uses the Accounting Interaction Center (AIC) to facilitate this. To further reduce the Total Cost of Implementation (TCI) and risk and to deliver a customer implementation with fixed scope and price, SAP also delivers a Rapid Deployment Solution (RDS) for the SSF for Financials. For more information about the SSF's features, see SAP Library for Customer Relationship Management (CRM) on the SAP Help Portal at http://help.sap.com under SAP EHP1 for SAP CRM 7.0 → Application Help -> Interaction Center → Interaction Center WebClient → Shared Services Framework..

After you run this report, a sample organization is set up in the system. This sample organization provides an overview of how shared services work. You can use this sample as a reference for your own shared services implementation.

After you run the report, you can then run the following shared services sample scenarios:

Scenario1: Create Service Request on behalf of Customer

In this scenario, the FSSC agent creates a service request on behalf of the customer. The customer contacts the FSSC by phone and the FSSC agent creates the service request to record the incident. The service request is then dispatched to the different teams within the FSSC for further processing as required. The process for this scenario is:

  1. An external user (FSSC customer) wants to change a vendor's master data. He needs to contact the FSSC to request the change.
  2. The external user calls the FSSC to request the change.
  3. The FSSC agent uses the default user L1_AGENT1 and the password 'initial’ to log on to the system.
  4. The same agent (user: L1_AGENT1) opens the Accounting Interaction Center (AIC).
  5. The same agent (user: L1_AGENT1) creates the service request to record the the external user's call (request) in the system.
  6. The same agent (user: L1_AGENT1) dispatches the service request to another agent (user: L2_AGENT1 and password ‘initial’). The second agent (user: L2_AGENT1) is more specialized than the first agent. In the example, they are a specialist in vendors.
  7. The specialist agent (user: L2_AGENT1) makes the change to the vendor account, enters the solution description and sets the service request status to complete.
  8. The external user uses the OCC_USER system user and the password 'initial' to log on the system to check the sevice request status.

Scenario2: Create Service Request for Back-End Error Handling

In this scenario, users in the back-end of the ERP system create their own service requests to solve errors that they encounter during the course of their daily work. The service request is then processed by the various teams within the FSSC. The process for this scenario is:

  1. An external user wants to change the VAT code for a vendor. This requires a change to the vendor master data. The external user uses the OCC_USER occassional user and the password 'initial' to log on to the ERP system and make the changes.
  2. However, the user does not enter the correct ISO code in the VAT registration number. The system displays an error message (message class: AR, message number 191).
  3. The error message that the system displays also contains a link to the service request creation UI. The user clicks the link to create the service request for processing by the FSSC team. This allows them to create service requests while they are still working in the ERP system.
  4. An agent who is part of the first level service team (user: L1_AGENT) logs on to the FSSC system
  5. The first level agent dispatches the service request to the specialist agent who specialises in vendors. The second agent (user: L2_AGENT1) corrects the error. He enters the solution description and sets the service request status to complete.
  6. The external user uses the OCC_USERsystem user and the password 'initial' to log on the system to check the sevice request status.

Integration

Prerequisites

Authorization

This report creates master data and customizing data in both the ERP system and the FSSC system (CRM).

To run the report, the authorization objects and activities listed in the table below need to be assigned to the user. We recommed that you create a role based on this table and use this to create the sample organization. Alternatively, if you want to use a different user to create the sample organization, you can assign these objects directly to that user.

Description (Object) Field Name From and To

Object for creating users (S_USER_GRP) ACTVT 01 to 03
Objects for creating business partner (B_BUPA_RLT) ACTVT 01 to 03
Objects for creating business partner (B_BUPA_GRP) ACTVT 01 to 03
Objects for Category schema (CRM_CATEGO) ACTVT 01 to 03
Objects for infotype (PLOG) PPFCODE

Features

Sample Users

In the sample organization, there are different roles defined for different responsibilities and tasks, such as level 1 support team, level 2 support team and occasional users. As the SSF for Financials is integrated with SAP ERP, the sample organization report creates users in both the FSSC system (CRM) and ERP back-end system to represent the different roles and responsibilities in a FSSC.

For more detailed information about the users that the report creates as part of the sample organization, see Create Sample Organization Users

Business Roles

Business roles are required for agents and occasional users. In the sample organization, the business roles are assigned to the positions, and then the users assigned to the position will get the business roles. This sample provides an overview of possible business roles in a shared services implementation.

For more detailed information about the business roles that the report creates as part of the sample organization, see Create Sample Organization Profiles.

Organization Unit and Positions

The report creates a number of organization units and associated positions to facilitate the sample organization.

For more detailed information about the organization units and positions delivered as part of the sample organization, see Create Organization Unit for Sample Organization

Vendor Replication

In the sample organization scenario, the agents handle service requests related to vendor information, therefore the vendor information in the ERP system must be replicated to the FSSC as a business partner.

For more information about the vendor's data that is replicated as part of the sample organization, see Replicate Vendor for Sample Organization

Categorization Schema and Rule Policy

In this sample, the agents will select the category of the service request, and then dispatch the service request based on the category.

For more information about the categroy schema and rule policy settings that are created as part of the sample organization, Create Sample Organization Master Data






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