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CRMVC_ARD_ERP - Define ERP Dispute Case Integration

CRMVC_ARD_ERP - Define ERP Dispute Case Integration

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In this Customizing activity, you assign selected and required attributes in the SAP CRM dispute to the SAP ERP dispute case so that the dispute can be replicated to SAP ERP and so that the ERP dispute case can be transferred to SAP CRM.

You can map the SAP CRM dispute reason to the SAP ERP dispute case for the following attributes:

  • SAP CRM transaction type <--> SAP ERP case type
  • SAP CRM dispute reason <--> SAP ERP dispute reason and FI-CA reason
  • SAP CRM Note ID: Select text blocks for a transaction type to be transferred to SAP ERP
  • SAP CRM priority <--> Dispute case priority
  • SAP CRM escalation reason <--> SAP ERP escalation reason

A system connection to the SAP ERP system / FICA system must be established.

Admissible transaction types must be configured in SAP CRM , and dispute reasons must be recorded for transaction types using the context.

In SAP ERP, you must make Customizing settings for the dispute case, and enter the reasons for the dispute case and the internal FI-CA reasons

  1. Map the case type (back-end system) to the transaction type (SAP CRM System). You can maintain the transaction types that have been recorded in the admissible transaction types for Dispute Management. The case type is unique.
  2. Assign the note ID to the transaction type. You can maintain the transaction types that have been recorded in the admissible transaction types for Dispute Management. Note IDs that were recorded in the text profile for the transaction typ are available here.
  3. The code group profile for the subject profile and the code groups profile are only displayed in the Define SAP ERP Dispute Case Integration view cluster. Maintain subject profiles in Customizing under Customer Relationship Management → Transactions → Settings for Complaints → Settings for Subjects.
  4. Map the SAP CRM reason for case code to the FI-CA internal reason code in the back-end system. Dispute reasons that are available in SAP CRM must first be maintained using the context for the respective transaction type.
  5. Assign the reason for case code and the FI-CA internal reason code to the SAP CRM subject code. Dispute reasons that are available in SAP CRM must first be maintained using the context for the respective transaction type.
  6. Map the back-end priority code to the SAP CRM priority code and check the description.
  7. If you want to replicate escalation reasons to the SAP ERP System, enable the escalation reasons to be replicated according to the dispute transaction type used. Escalation reasons are not transferred to SAP ERP as a default setting.
  8. If you have enabled the replication of escalation reasons in the previous step, assign the escalation reasons maintained in SAP CRM to the escalation reasons in ERP by entering the catalog, code group and code with the corresponding escalation reason code from SAP ERP. A reason in SAP CRM is represented by the combination of catalog, code group, and code (also called subject code). The SAP ERP escalation reason is 2 digits long; the subject code in SAP CRM is 4 digits long.






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Length: 3491 Date: 20240523 Time: 152854     sap01-206 ( 71 ms )