CRM Training Handout

SAP CRM External Interfaces

SAP CRM interacts with the following External Interfaces:

• PMS
• EAI
• IRB Billing
• Clarity

PMS
Payment Management System (PMS) is a gateway used for generating a Demand Note Call Detail
Record (CDR) Payments interfacing with the CRM and Billing Application.

EAI
Enterprise Application Interface (EAI) is a middleware that acts as an intermediate system for CRM,
Clarity, Billing and other systems, if present. It plays an important role in data transfer between any of
these systems. We are using Oracle Fusion as a product for Integrating.

IRB Billing
IRB Billing is billing software which is used for integration with legacy telecom operation systems and
understanding the billing elements like CDRs, settlements and tariffs. The Billing related operational
activities take place in IRB.

Clarity
Clarity is a provisioning application and used for maintaining inventory details. It is also used for point-to-
point integration with the CRM Application for scenarios like Number Availability, Accessory Provision,
Number availability and so on. Also the Work Orders generated in CRM flows on to the Clarity system via
EAI for different provisioning activities to be performed.

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SAP CRM PMS

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Figure: Basic System Architecture

I. Customer Contact Creation
1) HomepageèAccount ManagementèIndividual Account (Create)

2) A new view appears. Enter First Name, Last Name.

3) Press Enter on Last Name. (Contact Account ID is auto generated)

4) Click on New over Addresses block.

5) Address screen appears. Enter value of all mandatory fields.

6) Click on square symbol next to State.

7) A pop up appears. Select state code.

8) Press Enter on state code. (State Name is auto populated)

9) Select District, Main Locality, Sub Locality from dropdown list. (Exchange data gets auto
populated)

10) In Address Types block, select address type as Correspondence, Installation &
Billing by adding new rows as required.

Tip

• Use symbol to expand dropdown list

• Use symbol to insert a new row

• Use symbol to select a row

• Use symbol to delete a row

11) Select Communication method as Post (letter)

Tip

If Communication method Email is selected, please provide valid Email Address

If Communication method Telephone is selected, please provide valid Telephone Number

If Communication method Mobile is selected, please provide valid Mobile Number

If Communication method Fax is selected, please provide valid Fax Number

 12) Click symbol (Next) at the top.

13) Contact Screen appears. Click on to save the customer contact.

Tip
When different addresses need to be provided for Communication, Installation & Billing Address
Types, click on New button to open the Address view multiple times and select
appropriate Address Type each time.

II. Search Contact

1) Home Page èAccount Management è Accounts (Search)

2) Enter search criteria. For example, Enter Account ID

3) Click on Search button

4) A new record with account details appear. Click on Account Name link (in Blue color).

III. Create Customer Account (CA)

1) Search Customer Contact

2) Click on Create Customer Account link over Account Details block.

Tip

If the link doesn’t appear, click on Edit. Click on Save.

3) Fill the relevant details.

4) Tick Form 60/61 Provided .

5) Click Save button to save the Customer Account details, Create Billing Account link
gets enabled over Account Details block.

IV. Create Billing Account (BA)

6) Click Create Billing Account link.

7) Select Account Type from dropdown list.

8) Select Account Sub Type from dropdown list.

 9) Click Save button to save the Billing Account details.

Tip

New Relationship is ‘Is Billing Account of’ appears in Relationships block. Click on customer
account name link to go to Customer Account view from Billing Account view.

V. Create Sales Order /New Telephone Connection(NTC)

10) On Customer Account view, Create New Orders link appears. Click on it to go to
Sales Order screen.

11) Press Enter on Customer Account ID. Status of the Sales Order is Open.

12) In Order Details block, select Sales Channel (Walk-In)

13) Click on Save at the top of the view. Click on Number Avail. Check link.

14) All the available Phone Numbers appear in a popup window. Select the desired Phone
Number. Once selected, it appears in Telephone number field.

15) A dialog box appears, “Select YES to Block this number, otherwise select NO”.
Click on YES. Status of Sales order changes to Number Reservation Done.

16) Click on Save at the top of the view.

17) Click Edit List on Products block. Click on square symbol under Product ID.

18) Product dashboard view appears. Select the desired Plan by clicking on radio
button.

19) Click on Submit button at the top of dashboard and close the window.

20) Press Enter in any field. Plan details appear in the Products block.

21) Click Accessory Avail. Check link. Select the Accessory. Click Choose.

22) Click on Save at the top of the view. Click Demand Note link.

23) Check Demand Note Amount and click on Save. The status of the Sales Order
changes to Demand Note Generated.
 Tip

Another way to create NTC: Go to HomePageèSales CycleèSales Order (Create) and enter
Customer Account, Billing Account. Repeat steps 11 to 23.

VI. NTC with Broadband

1) Create Customer Account, Billing Account as already explained.

2) On Customer Account view, Create New Orders link appears. Click on it to go to Sales
Order screen.

3) Press Enter on Customer Account ID. Status of the Sales Order is Open.

4) In Order Details block, select Sales Channel (Walk-In)

5) Select Broadband Required  Yes

6) Click on Save at the top of the view. Click on Number Avail. Check link.

7) All the available Phone Numbers appear in a popup window. Select the desired Phone
Number. Once selected, it appears in Telephone number field.

8) A dialog box appears, “Select YES to Block this number, otherwise select NO”. Click on
YES. Status of Sales order changes to Number Reservation Done.

Click on Save at the top of the view.

9) Click Edit List on Products block. Click on square symbol under Product ID.

10) Product dashboard view appears. Select the desired Plan by clicking on radio button.

11) Click on Submit button at the top of dashboard and close the window.

12) Press Enter in any field. Plan details appear in the Products block.

13) Click Accessory Avail. Check link. Select the Accessory. Click Choose.

Click on Save at the top of the page.

14) Click on Create Broadband Connection at the top of the page.

15) A pop-up appears. Select Service Process for Broadband Order.

16) Select Plan Type (Monthly/Annual/Commit)

17) Select Service Type Broadband

Order Type  Modify

 Order Sub Type Broadband Provision

18) Under Products block, click on Product ID and select Broadband Plan.

Select Accessory/Modem Type (BROADBAND_MODEM_TYPE_1)

Select Modem Acquisition (Rented from BSNL)

Click Submit located at the top and close the window.

19) Press Enter in any field. The plan details appear in dashboard

20) User ID/Email ID for Broadband

The User ID is auto-populated. Depending upon the plan chosen by the customer, new
rows are activated for creating new Email IDs. Enter the Email ID as requested by the
customer. User ID/Email ID status is OPEN.

21) Click on User Id Creation at the top of the page. Email Id/User Id status changes
to AVAILABLE.

22) Click on Save at the top of the page.

23) Click on Demand Note. Check amount and Save Demand Note.

Note

If User ID status is NOT FEASIBLE, it that the user id is already assigned to some other
user. Change the User ID located at the top (just below the Broadband Order ID) and
press Enter. The User ID will automatically change in Emails/Static IP block. Now, click
User ID creation again. Status will change to AVAILABLE.

Tip

If Modem Acquisition is Purchased from BSNL, validate the Receipt Number generated
in PMS against Modem purchase. Enter the Receipt Number in PMS receipt number
field and click on Validate before saving the order.

VII. Broadband on existing Landline

1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears.

5) Click on Modify button located at the top of the page.

 6) Select Broadband Order from the pop-up

7) Repeat steps 17 to 24 described above in NTC with Broadband.

VIII. Search Customer Account/Billing Account

1) HomepageAccount ManagementAccount (Search)

2) Enter Search Criteria. For Example – Billing Account ID

3) Click on Search.

4) Click on Account ID. Account screen appears.

IX. Search Sales Order

5) HomepageSales CycleSales Order (Search)

6) Enter Search Criteria. For Example – Sales Order ID

7) Click on Search.

8) Click on Sales Order ID. Sales order screen appears.

X. Search Service Order/Service Request/Broadband Order

1) HomepageService OrdersService Orders/Requests (Search)

2) Enter Search Criteria. For Example - Broadband Order ID

3) Click on Search.

4) Click on Service Order ID. Service order screen appears.

XI. Search Demand Note

1) NTC Demand Note

i. HomepageSales CycleDemand notes (Search)

ii. Enter Search Criteria. (Demand Note ID/Phone Number/Order ID)

iii. Click on Search.

 iv. Click on Demand ID link.

2) Broadband Demand Note

i. HomepageService OrdersDemand notes (Search)

ii. Enter Search Criteria. (Demand Note ID/Phone Number/Order ID)

iii. Click on Search.

iv. Click on Demand ID link.

XII. Landline Bill Plan Change

1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on Modify at the top

6) From the pop window select BSNL Service Order

7) In Service Category block, select

Service Type -> Landline

Order Type -> Modify

Order sub-Type -> Modify

8) Open Product Dashboard from product ID. Current Active Plan will have status
INSTALLED. Select any new plan. New plan will have status ADD and current plan
status will change to DELETE.

9) Click Submit and close dashboard

10) Click Submit in the main form at the top of the page

11) Click on Save.

XIII. Facility/Accessory provisioning

1) Homepage Master Data Customer Assets
 2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on Modify at the top

6) From the pop window select BSNL Service Order

7) In Service Category block, select

Service Type -> Landline

Order Type -> Modify

Order sub-Type -> Modify

8) Open Product Dashboard from product ID. Facilities/Accessories with current

Plan will have status INSTALLED. Tick the check box for new
Facility/Accessory as required. New Facility/Accessory will have status ADD.
Click Submit located at the top and close window.

9) Click Submit at Service order screen.

10) Click on Save.

XIV. Facility/Accessory deprovisioning

1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on Modify at the top

6) From the pop window select BSNL Service Order

7) In Service Category block, select

Service Type -> Landline

Order Type -> Modify

Order sub-Type -> Modify

 8) Open Product Dashboard from product ID. Facilities/Accessories with current
Plan will have status INSTALLED. Delete/remove the tick the check box for
Facility/Accessory to be deleted. Removed Facility/Accessory will have status
DELETE. Click Submit located at the top and close window.

9) Click Submit at Service order screen.

10) Click on Save

XV. Broadband Bill Plan Change

1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on Modify at the top

6) From the pop window select Broadband Order

7) In Service Category block, select

Service Type -> Broadband

Order Type -> Modify

Order sub-Type -> Modify

8) Open Product Dashboard from product ID. Current Active Plan will have
status INSTALLED. Select any new plan. New plan will have status ADD and
current plan status will change to DELETE.

9) Click Submit and close dashboard

10)Click Submit in the main form at the top of the page

11) Click on Save.

XVI. Shift of Landline

1) Homepage Master DataCustomer Assets
2) Enter the Telephone Number and click on Search

3) Click on Asset ID

4) On the IBase view, click on Shift button located at the top.

5) Enter the new installation address in the pop-up window.

Do not enter Pin code. Select District, Main Locality, Sub Locality

Pin code and exchange code will get auto populated.

6) Click on Save at the top and close the pop-up window.

7) Select Transaction type as BSNL Service Order

8)

If old exchange code is same as new exchange code, it is a case of Shift within
Exchange.

By default, Order Sub Type  Shift within exchange w/o number change.

Click on Save.

OR

If required, select Order Sub Type Shift within exchange with number
change.

Click on Save. Click on Edit if Number Avail Check doesn’t get enabled.

Do Number Avail Check to choose new number. Click on Save.

OR

If old exchange code is different from new exchange code, it is a case of Shift
across Exchange.

By default, Order Sub Type  Shift across exchange

Click on Save. Click on Edit if Number Avail Check doesn’t get enabled.

Do Number Avail Check to choose new number. Click on Save.

9) Enter Nature of Shift.

10) Click on Submit. Click on Save.

XVII. Shift of Landline with Broadband
1) Repeat steps 1 to 9 as above.

2) Click on Create Broadband Connection located at the top of page.

3) Select Transaction Service Process  Broadband Order

4) Select Service Type Broadband

Order Type  Modify

Order Sub Type Broadband Reconnection

5) Click on Save to save the Broadband order.

6) Click on Back located at the top right hand corner. Main shift order screen
appears.

7) On the main Shift Service Order, click on Submit and finally click on Save.

Note:

Three orders will be created in this case which hit clarity in following order:
1) Landline disconnection order,
2) Landline reconnection order and finally,
3) Broadband reconnection order

XVIII. Landline Disconnection (Disconnection due to Non-Payment)

1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on Disconnect button located at the top of view.

6) From the pop window select BSNL Service Order

7) In Service Category block, select

 Service Type -> Landline

Order Type -> Disconnect

Order sub-Type -> Disconnect

8) Select Disconnection Reason as Disconnection due to Non Payment.

9) Click on Submit.

10) Click on Save. Order status changes to In Process and hits clarity

XIX. Landline Disconnection (Voluntary Disconnect)

1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on Disconnect button located at the top of view.

6) From the pop window select BSNL Service Order

7) In Service Category block, select

Service Type -> Landline

Order Type -> Disconnect

Order sub-Type -> Disconnect

8) Select Disconnection Reason as Voluntary Disconnect.

9) Click on Submit. Click on Save.

10) The Status of the Service Order changes to In Process with Retention.

Tip

The Retention team tries to retain the customer. If it fails, then the connection is
disconnected. The disconnection order is displayed in the Worklist of the Retention
team CSR.

XX. Broadband Disconnect

 1) Homepage Master Data Customer Assets

2) Enter the Telephone Number

3) Click on Search.

4) Click on Asset ID link. IBase View appears

5) Click on BB Disconnect button located at the top of the page.

6) Select Transaction Type- Broadband Order

7) In Service Category block, select

Service Type -> Broadband

Order Type -> Modify

Order sub-Type -> BB Disconnect

8) Select Disconnection Reason  Voluntary Disconnection

9) Click on Submit. Click on Save. Order Status changes to In Process with

Retention.

XXI. Billing Address Update

1) Homepage Service ordersService Request (Create)

2) Select Transaction Type  BSNL Service Request

3) Click on Asset ID .

4) Enter the Telephone Number in the pop-up window and click Search.

5) Click on Asset ID found. Customer Account/Billing Account will be auto-populated

6) Select Request Type  Billing Related

Change Type Billing Address Update

Change Sub Type Billing Address Update

7) Enter the new billing address in Billing Address Details.

8) Click on Save at the top.

9) Click on Edit. Order status changes to Assigned to AOTR.

 10) Note the Request Id.

Login as AOTR
1) Homepage Worklist

2) Click on Service request Id

3) Click on the ‘BSNL Service request/Order Id/’ under Description in Orders block to
see order details.

4) Click on back. Select Decision  Approved/Reject.

5) Click on Execute Decision. Order status is updated accordingly.

XXII. Billing Complaint

1) Home PageComplaints Complaint (Create)
2) Enter value in field Telephone Number
3) Select Service Type  Landline
4) Complaint Type  Billing
5) Select Complaint Subtype from dropdown
6) Enter values of Contact number, Channel of Source, Amount requested, and Description
7) Click on Save. Status changes to Assigned to AOTR.

Login as AOTR è Go to Complaint èSearch ComplaintèEnter

Complaint IDèClick SearchèClick Complaint IDèEnter value in fields
Amount paid, Adjustment Outcome and Adjustment IDèClick Saveè
Goto Work listèClick Complaint IDèSelect ApproveèClick Execute
Decision.
Login as CSRè Go to Complaint èSearch ComplaintèEnter Complaint
IDèClick SearchèStatus “Approved”