Contact4Center UtilitiesGuide PDF

PUBLIC
2020-11-18
Utilities Contact Center Administrator Guide

© 2020 SAP SE or an SAP affiliate company. All rights reserved.
THE BEST RUN

Content
1 ERP Edition for Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

1.1 Configuration and System Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Scope and Configure SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Configure Middleware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Configure Integration with ERP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
1.2 Functional Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Customer Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Live Activity Center and Enterprise Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Move Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Premise. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107
Contract Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Utilities Views in Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Sales POD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Front Office Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
MDT Based Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Account Executive Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189
Business Partner Exception Management (BPEM) - Integration with SAP ERP or S/4HANA
System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Audit Trail - Logs in ERP System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .196
Remove Personal Data in Contract Account and Sales POD. . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Appendix with List of Relevant ERP Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .197
1.3 Extensibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Functional Extensions Using Business Add-Ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
UI Extensions for Utilities Online Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
(Optional) Extend Your Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .242
Utilities Web Services for Extensibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Custom Action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
1.4 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
2 S/4HANA Edition for Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

2.1 Configuration and System Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Scope and Configure SAP Cloud for Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Configure Middleware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .274
Configure Integration with S/4HANA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
2.2 Functional Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
Customer Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

2 PUBLIC Content
Live Activity Center and Enterprise Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Move Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .314
Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Premise. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
Contract Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .340
Utilities Views in Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Sales POD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .399
Front Office Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .404
Master Data Template-Based Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
Account Executive Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Business Partner Exception Management (BPEM) - Integration with SAP ERP or S/4HANA
System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Audit Trail Logs in S/4HANA System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Remove Personal Data in Contract Account and Sales POD. . . . . . . . . . . . . . . . . . . . . . . . . . . 416
Appendix with List of Relevant S/4HANA Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
2.3 Extensibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Functional Extensions Using Business Add-Ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
UI Extensions for Utilities Online Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457
(Optional) Extend Your Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466
Utilities Web Services for Extensibility Purposes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
Custom Action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .473
2.4 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
3 Cloud for Utilities Edition for Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477

3.1 Views in Contract Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
Central. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
Convergent Invoice. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .478

Content PUBLIC 3
1 ERP Edition for Utilities Contact Center
The SAP Cloud for Customer Utilities Contact Center solution helps you to optimize call center operations
using modern customer engagement tools for sales and service processes.
The contact center capabilities are fully integrated with ERP IS-Utilities (IS-U) and SAP ERP backend, and
support seamless transition between the different support channels. Using this setup, all the utility services
performed in this cloud solution are correspondingly updated in the ERP system.
The following graphic displays a transactional overview with ERP IS-Utilities:
The following table details the software compatibility matrix for SAP Cloud for Customer Utilities Contact
Center.

4 PUBLIC ERP Edition for Utilities Contact Center
Minimum Software Requirements
SAP Cloud for
SAP Cloud for Customer ERP Add- Feature Specific
Customer On ERP PI Content Add-On (Higher EHP Req)
2011 SAP Cloud for Minimum ERP 6.0, PI 7.11 ● EHP2 for Ex
Customer Add-On CO EHP 0 change Rate Cur
DERINT 600  Note rencies
(COD_ERP_INT 6.00), ● Adobe Document
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the latest service tomer fact sheet
packs listed here: in a PDF format
● XI CONTENT ● EHP4 to view print
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1.1 Configuration and System Setup
The topics below provide a detailed overview of the configuration required to setup the utilities contact center.
Scope and Configure SAP Cloud for Customer [page 6]

Administrators can configure the utilities contact center using scoping, scoping questions, and fine
tuning activities.
Configure Middleware [page 25]

Learn about the configuration of middleware.
Configure Integration with ERP [page 41]

An overview of how to configure integration with ERP system.

ERP Edition for Utilities Contact Center PUBLIC 5
Related Information
Assign Work Centers to Business Users [page 16]
1.1.1 Scope and Configure SAP Cloud for Customer
Administrators can configure the utilities contact center using scoping, scoping questions, and finetuning
activities.
Scoping [page 7]
To set up your SAP Cloud for Customer system to support Utilities Contact Center solution, scope your
implementation project accordingly.
Replicate Utilities Master Data [page 16]

You can execute reports to transfer data from IS-Utilities system to the Utilities Contact Center cloud
solution.

Work center assignment to business users based on their roles.
Configure the Alerts Tab [page 17]

As an administrator, use the Adapt menu to add the Alerts tab.
Configure Scripts for Move Processes [page 18]

As an administrator, you can configure scripts to display the terms and conditions for rate or service
orders in the move-in and move-out processes.
Configure Utilities 360 [page 21]

As an administrator, you can configure to manage views for Recent Hisory and Hierarchy sections under
Utilities 360screen of a customer.
Configure Safety Message for Reconnect [page 22]

As an administrator, you can configure a safety message to reconnect the AMI smart meter.
Configure Mashup for Front Office Process (FOP) [page 23]

To integrate the front office processes with your SAP ERP system, you must create and configure a new
mashup.
Configure Smart Energy Water [page 24]

To integrate the Smart Energy Water (SEW) with SAP ERP system, Communication Preferences,
Consumption Graph, Outage Map, and Compare should be configured.
Configure Message Severity for Move Processes [page 25]

As an Administrator, you can configure the severity for the messages received during move process to
display whether it’s an error, warning, or instruction. The messages can also be suppressed if you don’t
want them to display.

1.1.1.1 Scoping
 Recommendation
SCOPING: When you scope an industry solution, the business configuration set attached to the industry
fetches only the mandatory workcenters and workcenter views. Note that this scoping does not include the
mandatory scoping for Cloud for Sales or Cloud for Service. Therefore, it is recommended that you scope
the other essential workcenters you may need for your industry solution, based on your business
requirement.
1.1.1.1.1 Prerequisites for Configuring Utilities Contact

Center
This section lists the prerequisites to configure the Utilities Contact Center.
Integration Setup for Utilities Contact Center
The connection to SAP ERP system must be established before the on-boarding to SAP Cloud for Customer is
implemented.
For more information about integration with SAP ERP, see the standard integration guide.
IS-Utilities Configuration in ERP System
The required configuration must have been set up in IS-Utilities in the ERP system.
1.1.1.1.2 Enable the Utilities Industry Solution
To begin scoping and to scope the solution, go to Business Configuration Edit Product Scope Industry
Solution Utilities , and then select Utilities Call Center and Service.
Many of the scoping elements are automatically selected and cannot be deselected. The Business
Configuration sets (BC Sets) defined for the utilities call center will be activated once you scope the Utilities
industry solution. Review the questions for the scoping elements and confirm your scoping.

For the Utilities integration with ERP, to replicate technical maste data, you must also select Maintain Installed
Base under Service Entitlement Management Registered Products and Installed Base Maintain
Installed Base .
1.1.1.1.3 Configure Utilities Lean Quotation
As an administrator, configure the utilities lean quotation.
Go to Business Configuration Edit Product Scope Industry Solution Utilities , and then select Utilities
Call Center and Service.
In the Questions for Utilities Call Center and Service section, under Utilities Quotation, select the Do you want to
enable utilities lean quotation and replicate point of delivery from your external application to your cloud
solution? question.
If you have scoped this question, you must:
● Ensure that the sales quotes are enabled under Business Configuration Edit Project Scope Sales
New Business Sales Quotes .
● Scope the following under Communication and Information Exchange Integration into Sales, Service
and Marketing Processes :
○ Do you want to create follow-up documents for sales quotes from your cloud solution to an external
application?
○ Do you want to replicate sales quotes from an external application or solution to your cloud solution?
● Enable the You can use a template to send sales quotes to your customers scoping question under
Business Configuration Edit Project Scope Questions Sales New Business Communication for
New Business .
● Configure PoD replication (see documentation under Technical Objects Replication).
1.1.1.1.4 Configure Internal Pricing for Utilities Lean

Quotation
As an administrator, configure internal pricing for utilities lean quotation.
enable Internal Pricing for Utilities Lean Quotation? question.

1.1.1.1.5 Configure the Replication of Point of Delivery
As an administrator, configure the replication of Point of Delivery (PoD).
In the Questions for Utilities Call Center and Service section, under Technical Master Data Replication, select the
Do you want to replicate point of delivery data from your external application to your cloud solution? question.
1.1.1.1.6 Configure to use Premise External ID as the

Internal ID in Cloud for Customer
As an administrator, configure to use premise external ID as internal ID in cloud solution.
Do you want to use Premise External ID as the Internal ID in C4C? question.
1.1.1.1.7 Configure Master Data Template to Customize

Rate Change
As an administrator, you can configure the use of master data template to customize rate change in the
solution.
In the Questions for Utilities Call Center and Service section, under Master Data Template, select the Do you
want to use Master Data Template for Rate Change? question.
1.1.1.1.8 Configure Master Data Template for Guided Move-

In and Guided Transfer
As an administrator, you can configure the use of master data template for guided move-in and guided transfer.
want to use Master Data Template for Guided Move-In and Guided Transfer? question.

When you select this question, the system fetches the MDT template for configuration. You can also see a new
action named Move-In using MDT in guided move-in.
1.1.1.1.9 Configure Different Master Data Templates for

Move Processes
You can configure separate master data templates for move processes and installations.
Go to Business Configuration Edit Product Scope Industry Solution Utilities , and select Utilities Call
Center and Service.
want to use a different master data template for each installation within guided move-in/guided transfer?
question.
1.1.1.1.10 Configure the Creation of BPEM Clarification Case
As an administrator, you can configure the creation of BPEM clarification case from your cloud solution that is
completely integrated with your SAP ERP solution.
In the Questions for Utilities Call Center and Service section, under Utilities Exception Management, select the
Do you want to enable creation of BPEM Clarification Case? question.
1.1.1.1.11 Configure Integration of SAP Cloud for Customer

with S/4 HANA
As an administrator, you can implement the SAP S/4HANA edition for utilities solution in SAP Cloud for
Customer.
In the Questions for Utilities Call Center and Service section, under S/4HANA Integration, select the Do you
want to integrate your cloud solution with SAP S/4HANA? question.

1.1.1.1.12 Configure Security Deposit at Contract Level
As an administrator, configure Security Deposit at contract level.
In the Questions for Utilities Call Center and Service section, under Utilities Security Deposit, select the Do you
want to enable Security Deposit at contract level? question.
1.1.1.1.13 Configure Alerts in Move Processes
As an administrator, configure alerts in move processes.
In the Questions for Utilities Call Center and Service section, under Utilities Alerts, select the Do you want to
enable Alerts in Move Processes? question.
You can also enable the display of alerts in the expanded mode or collapsed mode through a scoping
question.To configure the scoping question go to Business Configuration Edit Product Scope Industry
Solution Utilities , and select Utilities Call Center and Service.
In the Questions for Utilities Call Center and Service section, under Utilities Alerts, select the Do you want
expanded Alerts in Move Processes?
1.1.1.1.14 Configure to Use Order Codes to Generate Service

Orders
As an administrator, configure to use order codes to generate service orders.
In the Questions for Utilities Call Center and Service section, under Utilities Service Order/Notifications, select
the Do you want to use the order code for generating service orders? question.
1.1.1.1.15 Configure to Use Notification Codes to Generate

Notifications
As an administrator, configure to use notification codes to generate notifications.

the Do you want to use the notification code for generating notifications? question.
1.1.1.1.16 Configure Search for the Contract Account Value

Help
As an administrator, configure search for the Contract Account value help.
In the Questions for Utilities Call Center and Service section, under Utilities Enhancements, select the Do you
want to enable basic and advanced search for the Contract Account value help? question.
1.1.1.1.17 Configure to Use Meter Reading History from the

Legacy Move-in Date
As an administrator, you can configure to use the meter reading history from the legacy move-in date, when the
legacy system is migrated to an EPR system.
Go to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Industry Solutions Utilities Utilities Call Center and Service . From Questions for Utilities Call Center and
Service, select Do you want to use the meter reading history from the legacy move-in date?.
1.1.1.1.18 Configure Manual Posting
As an administrator, you can enable manual posting in Utilities Financials.
Service, select Do you want to enable Manual Posting in ‘Utilities Financials’?.
1.1.1.1.19 Maintain Code Values
Code values configured in ERP can be replicated using automatic code list mapping during initial load.
After the initial load replication,you can add or modify the code values in the cloud solution. Using the fine
tuning activity ( Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Utilities ), you can maintain code values for the following:

● Tolerance Group
● Meter Reading Reason
● Meter Reading Type
● Order Type
● Payment Lock Reason
● Payment Terms
● Plant
● POD Service Type
● Pod Types
● Posting Lock Reason
● Premise Type
● Release Block Reason
● Reversal Reason
● Security Deposit Reason
● Switch Type
● Switch View
● Switch Document Status
● Tolerance Group
● Number Ranges for Utilities Contract Account
● Number Range for Utilities Connection Object
● Number Range for Utilities Installation
● Number Range for Utilities Point of Delivery
● Number Range for Utilities Premise
● Number Range for Utilities Sales POD
● Code List Mapping
● Account Determination ID
● Financial Overview Date Range
● Billing Block Reason
● Bill Form
● Case Category
● Contract Account Class
● Contract Process Status
● Coding and Code Group Assignment
● Clearing Category
● Code Group
● Contract Account Category
● Correspondence Dunning Lock Reason
● Company Code Group
● Deactivation Reason
● Dunning Lock Reason
● Dunning Procedure
● Dunning Group
● Grid Level
● Instalment Plan Category
● Instalment Plan Types

● Interest Key
● Interest Lock Reason
● Invoicing Lock Reason
● Move Out Reason
● Meter Reading Note Type
 Note
If you update the code values in the ERP system, make corresponding updates to the code values in the
cloud solution and vice-versa.
1.1.1.1.20 Configure Utilities Communication Data
View list of all phone numbers and email addresses related to the customer.
To enable Valid from and Valid to columns in the tables under Utilities Communications Data page, go to
Business Configuration Implementation Projects Your Project Edit Project Scope Questions Industry
Solution Utilities , and then select Utilities Call Center and Service. From Questions for Utilities Call Center
and Service, select Is Time Dependency for BP Independent Address Communication data enabled in ISU?
1.1.1.1.21 Configure Time Dependency for BP Independent

Address Communication data
As an administrator, enable the time dependency for Business Partner to enable Valid from and Valid to
columns in the tables under Utilities Communications Data page.
In the Questions for Utilities Call Center and Service section, under Utilities Enhancements, select the Is Time
Dependency for BP Independent Address Communication data enabled in ISU? question.
1.1.1.1.22 Enable the Contract Account Object Labels
As an administrator, you can now turn on an alternative title for contract account object based on scoping
question for easy and quick identification.
want to enable the contract account object labels to display external ID and name? question.

1.1.1.1.23 Enable The Premise Object Labels
As an administrator, you can now turn on an alternative title for premise object based on scoping question for
easy and quick identification.
want to enable the premise object labels to display house number, street name, and house supplement?
question.
1.1.1.1.24 View Service Location Fields in Service Tickets
As an administrator, you can enable service location section in the ticket based on the premise selected. This
enables visibility to the field level information for the selected premise.
want to copy premise/PoD address fields to service location fields while assigning premise/PoD address to
service ticket. question.
1.1.1.1.25 Configure Alternate Contract Account Work Center
As an administrator, you can configure a new Contract Account Work Center with value help capabilities for
advanced search fields.
want to enable the new contract account work center with value help capabilities for advanced search fields?
question.
1.1.1.1.26 Enable Additional Offering step in Move-In
As an administrator, you can enable the Additional offering step to add external products in guided move-in.
In the Questions for Utilities Call Center and Service section, under Move Process for S/4, select the Do you want
to enable the automatic creation of sales quote during create Move-In? and Do you want to display the
“Additional Offering” step for selecting Sales Product during create Move-In?questions.

1.1.1.1.27 Configure Premise Search in Live Activity
As an administrator, you can configure to use premise basic search in live activity.
In the Questions for Utilities Call Center and Service section, under Business Option, select the Do you want to
enable basic search for the Utilities-Premise Category in Enterprise Search and Live activity? question.
1.1.1.2 Replicate Utilities Master Data
You can execute reports to transfer data from IS-Utilities system to the Utilities Contact Center cloud solution.
For more information, see Technical Objects Replication [page 297] and Contract Account Replictaion [page
300].
1.1.1.3 Assign Work Centers to Business Users
Assign Work Centers to Business Users
Supported Work Centers and Tab Screens
Work Center Folder Work Center Name Technical Name
COD_UTILITIES_WCF Utilities
Contract Account COD_CONTRACTACCOUNT_WCVIEW
Customer Search COD_CUSTOMER_SEARCH_EXT_WCVIEW
Premise COD_PREMISE_WCVIEW
COD_SALES_WCF Sales
Sales Quotes COD_QUOTE_WCVIEW
Sales POD SALESPOD_WCVIEW

CODACCOUNTWC Customers
 Note
The utilities specific screen -
Utilities Financials, Utilities 360,
and Utilities Service Orders are
available with this scoping.
CODACCOUNTWCV
Accounts
Contacts COD_CONTACT_WCV
Individual Customers COD_SEOD_ACCOUNTWL_WCVIEW
COD_SEOD_AGENT_QUEUE_WCF Tickets SEOD_TICKET_SADL_WCVIEW
Live Activity Center LIVE_ACTIVITY_CENTER
1.1.1.4 Configure the Alerts Tab
After you add the tab, you can enable it as a side pane in screens. From the Adapt menu, select Company
Settings, and then select the Enable Side Pane in Fiori client checkbox.

When you enable the side pane, you can view alerts for a selected individual customer, account, or premise in
the right pane of the respective UI. The Alerts framework is also available at every stage of move processes.
In ERP or S/4HANA system, you can configure the alerts framework using the IMG configuration. You must
maintain the configuration for the BRF application name corresponding to the SAP Cloud for Customer launch
object. Similarly, to extract the required importing parameters to the BRF application, you must implement the
process context method in the ERP or S/4HANA system.
Alerts in Move Process
You can enable the display of alerts in the expanded mode through a scoping question. To configure the
scoping question go to Business Configuration Edit Product Scope Industry Solution Utilities , and
select Utilities Call Center and Service.
expanded Alerts in Move Processes? question.
1.1.1.5 Configure Scripts for Move Processes
As an administrator, you can configure scripts to display the terms and conditions for rate or service orders in
the move-in and move-out processes.
To configure the script and rule, follow these steps:
1. Navigate to Administrator Industry Settings Utilities Move In/Out Script .

2. On the Move In/Out Scripts page, perform the required actions. The following table describes the sections
that appear on the page:
Section Description
Manage Message Do the following:

○ If you want the script to be displayed, set Show Script
to Yes.
○ If you want the script to be mandatory, set Mandatory
to Yes.
Message Configuration Do the following:

○ To create a new script, select New.
○ To modify an existing script, select Edit.
○ To delete a script, select Remove.
3. Click Save.
4. Go to Rules for value determination for Move In/Out Script, and set the rules for the script.
After the script is configured, the agent can launch the script during the move processes to agree to the terms
and conditions.

1.1.1.6 Configure Utilities 360
To configure the fields in Recent Hisory section , follow these steps:
1. Navigate to Administrator Industry Settings Utilities Settings for Utilities 360 .

2. Click on Edit icon to enter into the edit mode.
3. On the Manage Recent History page,you can manage the tables to be shown on the screen by setting it to
Yes.
4. Click Save.
To configure the default view in the Hierarchy section , follow these steps:

3. On the Hierarchy page,you can manage the default view for Hierarchy in Utilities 360 to be shown on the
screen by selecting the default view type from the dropdown.
4. Click Save.

1.1.1.7 Configure Safety Message for Reconnect
Go to Administrator Industry Settings Utilities Safety Message for Reconnect
On the Safety Message for Reconnect, you can manage the message to be mandatory or optional.
If the message is mandatory, when the user selects a device to reconnect, the message appears in the
Reconnect popup.

1.1.1.7.1 Maintain Business Users (Call Center Agents)
Maintain the call center agents who are the key business users in utilities contact center solution. Once you
have created employees, you must edit the business user attributes and access rights for the call center
agents.
The access rights for this user are described in the chapter on scoping.
1.1.1.8 Configure Mashup for Front Office Process (FOP)
mashup.
To create a new mashup, follow these steps:
1. Go to Administrator Mashup Authoring New URL Mashup .

2. Select a mashup category and port binding.
3. Enter a mashup name and description.
4. Enter the ISU system URL in the following format:
https://ldxxxxx.wdf.sap.corp:XXXXX/sap/bc/gui/sap/its/webgui
5. Enter additional parameters, such as client and language.
To configure a new mashup, follow these steps:
1. Go to the Administrator work center and click Industry Settings Utilities Settings for Front Office
Process .
2. Click on New to configure. Maintain the following details:
○ Description
○ Active Flag
3. In the Assign Mashup ID to Launch Object table, add a new row and select the Launch Object.
4. Under Mashup ID, select the Mashup ID.
 Note
You also need to assign the launch object in the Implementation Guide Customizing for SAP Hybirs Cloud
for Customer Utilities. For more information, see the reference in the related links section.
Related Information
Assign Front Office Processes [page 62]

1.1.1.9 Configure Smart Energy Water
To integrate the Smart Energy Water (SEW) with SAP ERP system, Communication Preferences, Consumption
Graph, Outage Map, and Compare should be configured.
Follow the steps to configure Communication Preferences, Consumption Graph, Outage map, and Compare tabs
from Cloud for Customer.
1. To create Mashup Web services, follow the steps:

○ Go to Administrator Mash up Web Service New REST Service .
○ Add all mandatory parameters to fetch the token
○ General information – Enter the Service Name
○ Service Information- Select Authorization Method as Basic, HTTP method as GET, Service Protocol
as XML, and enter the Username, Password, and URL
○ Input parameters- add Parameters as ids, select Mandatory field check box
○ Click Activate to enable web service.
 Note
Ensure that web service is active.
2. Maintain Admin Settings.

○ Go to Administrator Industry Settings Setting for SEW Integration .
○ Select the Mashup Web Service ID that you created from the list.
○ Enter the Consumption URL, Notification URL, Utility ID, and P ID.

 Note
Be sure to enter a mashup web service ID in the Configuration settings screen, or you won't be able to
view or edit the Contract Account communication preferences, and Consumption Graph.
1.1.1.10 Configure Message Severity for Move Processes
As an Administrator, you can configure the severity for the messages received during move process to display
whether it’s an error, warning, or instruction. The messages can also be suppressed if you don’t want them to
display.
Configure Message Severity
● Go to Business Configuration Overview .

● Under Activity, search and select Utilities.
● Select the Message Severity Configuration.
● Select the severity for each message as you need.
● Select Suppress Message check box if you want to suppress the message.
1.1.2 Configure Middleware
Configure PI [page 26]

The configuration required in PI system is documented in detail in the following topics.
Configure SAP Cloud Platform Integration (CPI ) [page 37]

This section describes the configuration required for CPI .

1.1.2.1 Configure PI
In the PI system, execute the SXMB_IFR transaction code. This opens the PI system homepage from where you
can access the PI clients for Enterprise Service Repository, Integration Directory, and System Landscape
Directory.
 Note
Ensure that you have always download the latest integration package from the SAP Service Marketplace.
http://help.sap.com/disclaimer?site=https://support.sap.com/software/patches.html
1.1.2.1.1 Prerequisites
The prerequisites for PI configuration are as follows:
 Note
You must create the required logical ports in the ERP system. For more information, see Logical Ports for
Outbound Services for PI Integration under Configure Integration with ERP.
The PI 7.11 system (ABAP+JAVA) should be ready and trust relationship should established with theSAP Cloud
for Customer and CPM as per Integration Guide. See the following sections in the standard integration guide
for ERP using PI.
● Connection Phase: Check and Prepare PI System

● Connection Phase: Set Up Secure Connection Between ERP-PI-Cloud Systems
● Create a view in the key storage and load certificate into view
● Import the root certificate used to sign the SAP Cloud for Customer certificate
1.1.2.1.2 PI Value Mapping: Map COD Business System ID -

ERP Logical System ID
The screenshots shown in this appendix are only examples taken from PI value mapping. They are not
complete from a PI configuration point of view. Please note that some of the code lists named below can be
enhanced or modified in SAP Cloud for Customer during finetuning.
Mapping Business System - Logical System
COD Business System ID ERP Logical System ID
<SID>CLNT<client number>, where SID is the system ID of Logical System name of the corresponding business system
the connecting ERP/Cloud system.
The values of these mapping are used in the PI message mappings for the services

● ERP_COD_Utilities_BusinessAgreementReplication
● ERP_COD_Utilities_Tech_Objects_Replication
1.1.2.1.3 Download Enterprise Software Repository

Content for Integration
You need to download the standard integration package for SAP Cloud for Customer for Utilities Contact
Center from the SAP Service Marketplace to get started with the configuration required for integration with
SAP ERP system.
1. Go to https://support.sap.com/software/patches.html .
 Note
Ensure that you download the latest versions of all available support packages.
2. Click on the tab Browse Download Catalog

3. Go to SAP Content ESR Content (XI Content)
4. Dowload the following software components to your local machine:
Download Software Components
Software Component Name Version Contents
XI CONTENT SAP BYD XI CONTENT SAP_BYD 2.40 Interface Definitions for SAP Cloud for
Customer for Utilities Contact Center
XI CONTENT COD_ERP_INT XI CONTENT COD_ERP_INT 6.00 ERP Interface Definitions
XI CONTENT COD_ERP_INT_IC XI CONTENT COD_ERP_INT_IC 6.00 Mapping, Templates and Scenarios
1.1.2.1.4 Create SLD Configuration
You need to register the on-premise system in the System Landscape Directory. Systems are typically
registered in SLD when they are initially configured.
To check if your system is registered in SLD, perform the following steps
1. Login to the PI system and go to System Landscape Directory System Landscape .

2. Register your on-premise system in PI, by creating a technical system of type AS ABAP for your on-premise
system. For more information, see Creating New Web AS Systems
3. Under ABAP System Details Business Systems , create the corresponding business system for the
technical system. For more information, see Creating and Removing Business Systems.
4. Go to System Landscape Technical Systems and register your cloud solution in PI.
5. Create a corresponding business system for the Cloud solution.
6. Assign SWCV SAP BYD 2.40 under the product SAP BUSINESS BYDESIGN 240.

7. Again, under System Landscape Technical Systems , perform the following steps:.
8. 1. Select the SAP Cloud for Customer SAP Cloud for Customer system and click on Installed Software.
2. Select Add New Product, and add the product SAP BUSINESS BYDESIGN 240 and assign the
software component version SAP BYD 2.40.
3. Similarly, assign SWCV SAP BYD 1411 under the product SAP BUSINESS BYDESIGN 1411.
1.1.2.1.5 Import ESR Content into PI System
You need to import the standard integration content delivered for SAP Cloud for Customer for Utilities Contact
Center to your PI system.
You have already downloaded the ESR content to your local machine. Now you need to import this content to
the PI system in your landscape. Follow these steps:
1. Login to the PI 7.11 system and enter the transaction code SXMB_IFR to start the Integration Builder.
2. Under Enterprise Services Repository, click on Enterprise Services Builder.
3. To import the ESR content from local machine, go to Tools Import Design Objects Client and
provide the path to the local machine. Note that the file with ESR content is saved with a '.TPZ' extension.
Result
Verify that the required web services are displayed under the relevant software components. If the import is
successful, you will see the list of outbound web services from SAP Cloud for Customer under SAP BYD 2.40
HTTP://SAP/COM/XI/AVS/GLOBAL . Similarly the ERP web services are listed under COD_ERP_INT and
the mappings and templates for ERP are listed under COD_ERP_INT.
1.1.2.1.6 Create Configuration Scenario
Create a configuration scenario for the Utilities solution and perform the required configuration for all required
web services.
Perform the following steps to create a configuration scenario for your SAP Cloud for Customer for Utilities
Contact Center solution:
1. Go to Integration Directory Integration Builder and switch to the Configuration Scenario view.
2. In the menu bar, go to Object New and in the Object Create dialog box that appears, select
Administration Configuration Scenario ..
3. Enter a name for the configuration scenario with the prefix COD_ERP_UTILITIES and select Type of ES
Repository Model as Process Integration Scenario.
4. click on Create and save the configuration scenario.

 Note
You will maintain the ID configurations for each of the web services in this configuration scenario. As
part of the ID configuration, you will perform the following steps for each web service:
1. Assign sender business system (that you have defined in the software landscape directory - SLD
configuration.)
2. Assign receiver business system
3. Create the following:
1. Sender communication channel (SOAP Sender) business system
2. Receiver communication channel (SOAP Receiver) business system
3. Receiver determination
4. Interface determination
5. Sender agreement
6. Receiver agreement
4. Activate change lists
 Note
For detailed information on how to maintain ID Configuration for web services, see the topic
Example: ID Configuration for Web Service - BP Overview.
1.1.2.1.7 Example: ID Configuration for Web Service - BP

Overview
The sample ID configuration for BP Overview web service is provided here. Note that the screenshots are
provided only for reference.
To the Utilities configuration scenario that you created in the previous step, configure the following for the BP
Overview web service:
1. Assign sender and receiver business system.

1. To do this, right click on Business System and click on Assign Business System -
2. In the Assign Business System dialog box that appears, click on Select Business Systems (on the left
hand side of the screen). You need to select the business systems that you have configured in the SLD

(Software Landscape Directory).
3. Click twice on Continue to assign both the sender and receiver business systems.
4. Click on Finish to save the configuration.
2. Create communication channel (SOAP sender) for sender business system. To do this,
1. Right click on communication channel and select New.

2. In the dialog box that appears, search and assign your sender business system in communication
component and enter a name for communication channel.
3. Click on Create.

4. In the dialog box that appears, select the SOAP Adapter Type as Sender. Enter security level as HTTP
and enter the namespace and the document name.
5. Under Default XI Parameters, enter the web service name.

3. Create communication channel (SOAP receiver) for receiver business system similar to how you have
created the communication channel for sender system. Note that for SOAP Adapter Type as Receiver.
Provide the target URL and credentials of the receiver system.
4. Create receiver determination
1. Right click on Receiver Determination and then click New.

2. For Communication Component, select the business system maintained in the SLD configuration.
3. Also enter the sender interface name and the name space and click on Create.

5. Create interface determination
1. Right click on Interface Determination and then click on New.

2. In the dialog box that appears, specify the interface name, namespace and the communication
component for the Sender. Similarly, under Receiver, enter the communication component.
6. Create receiver agreement.
1. Right click on Receiver Agreement and then click on New.

2. Create receiver agreement and enter the sender communication component name, receiver
component name, receiver Interface and name space names. Assign the receiver communication
channel and save.
7. Create sender agreement

1. Enter the receiver communication component name, sender component name, sender interface and
name space names. Assign the sender communication channel and save.
8. Activate change lists. To activate, right click on the top node of the change list and click on Activate.
1.1.2.1.8 Maintain ID Configuration for Web Services
Synchronous and asynchronous web services for the utilities solution must be configured.
For a complete list of the web services, see the worksheet for Utilities PI Services in the attachments section
under 2675745 .

1.1.2.1.9 Configure Communication Arrangements in Cloud
Solution
Communication arrangements help you to configure the electronic data exchange between the cloud Utilities
Contact Center solution and the IS-Utilities in ERP system.
Prerequisites
The required certificates have been installed and validated.
Procedure
1. To set the communication arrangement, go to Administrator General Settings Integration

Communication Arrangements
2. Click on New and follow the wizard to set up your communication arrangements
3. Use Edit Advance Setting to configure your outbound communication arrangements. For detailed
information, see Configure Communication Arrangements (chapter 6.3 in the standard integration
guide.
4. After you have completed the configuration, validate the same. To validate, select Outbound
Communication and click on Check Connection and look for the message “Ping successful”.
 Note
Contact your system administrator for details of System Instance ID, Code List Mapping,
Authentication Method (user and password), Port, Cloud for Customer Business System ID, Cloud for
Customer Business System Client, and Communication System Client.
Communication Arrangements for Utilities Contact Center
Communication Scenario (MCPG) Use
ERP Utility Management Integration ISU Configuration, ERP Contract Account Replication,
Query, and Maintain ERP Customer Info
Utilities Contract Account Replication ERP contract account replication
Utilities Bill Correction Invoice Generating invoice PDF
Utilities Technical Master Data Replication Technical objects replication
Creation of Sales Quote Follow Up Document in SAP Busi Create Sales Quote Follow Up Document in SAP Business
ness Suite Suite
Creation of Sales Quote Follow Up Document in SAP Busi Notify Sales Quote of Sales Order Creation in SAP Business
ness Suite Suite

1.1.2.2 Configure SAP Cloud Platform Integration (CPI )
Inbound: Create Binding for inbound services in ERP
When a service gets triggered form SAP Cloud for Customer, a corresponding ERP service gets executed in
ERP through SAP Cloud Platform. Therefore, you need to create a binding in SOAMANAGER that generates a
calculated URL. This must be configured in the cloud platform receiver connector of cloud platform.
1.1.2.2.1 Example: Web Service Configuration for Account

Overview Service
1. Open SOAMANAGER and select Web Service Configuration.
2. In the field Object Name search for the inbound S/4HANA service name.
3. Next click on the Create Service.

4. Enter the Service Name and Binding Name and then click on Next.
5. Under Provider Security, select User ID/Password and click Next.
6. You do not need to maintain any settings for SOAP Protocol.

7. You do not need to maintain any settings under Operation Specific.
8. Click Finish and the screen below displays the service and binding.
9. On the second line – click on the icon marked with the shown arrow:
10. The dialog as displayed in the screenshot appears. Here, you can see the URL for the WSDL. Copy this URL
as you need the upload this URL when configuring the SAP Cloud Platform Receiver communication
channel or Receiver Connector.

Here we have a URL for the WSDL – copy this URL as we will need to upload this url when we perform the
configuration in PI or HCI Receiver communication channel or Receiver Connector.
11. In the Display Communication Channel dialog, upload the WSDL URL as the Target URL under Connection
Properties.
12. Account Overview

1.1.3 Configure Integration with ERP
An overview of how to configure integration with ERP system.
 Note
You must have defined the required integration setup to connect with ERP and PI system.
1. Setup the PI value configuration to execute the utilities contact center specific web services. For the list of
web services, see the worksheet for Utilities PI Services in the attachments section under 2675745 . .

2. Define the PI value mapping between the cloud business system ID and the ERP logical system ID.
3. Replicate the required business partners to the cloud solution. For more information, see http://
help.sap.com/mdg80/
 Note
It is recommended to use Master Data Governance (MDG) framework for replicating business partners.
4. Run the data replication reports to transfer data from ERP to the cloud system.
 Note
The contracts are replicated from ERP system using an online call; there is no specific report to be
executed for replicating contracts to the cloud solution.
Utilities Business Partner Replication [page 42]

The utilities standard solution provides reports for business partner initial load and delta load
replication.
Implementation Guide (IMG) on IS-Utilities [page 60]
Enrollment - Configure Switch Document Creation and Notification [page 62]

Detailed information for creating switch document in the cloud solution.
Data Replication from IS-Utilities [page 64]

The reports listed in this section must be executed for transfer of data from IS-Utilities system to the
Utilities Contact Center cloud solution.
Logical Ports for Outbound Services for Asynchronous Interface using PI Integration [page 77]
Logical Ports for Outbound Services for Asynchronous Interface using SAP CPI [page 81]

mashup.
Related Information

1.1.3.1 Utilities Business Partner Replication
The utilities standard solution provides reports for business partner initial load and delta load replication.
 Note
The replication is valid only for business partner addresses maintained in the SAP ERP system and that are
valid as on the current date.

Prerequisites
You need to maintain the required configurations in the SAP Cloud for Customer, SAP ERP, and the SAP PI
systems to enable the framework for the business partner replication. The following topics Maintain
Configuration in ERP System, Maintain Configuration in PI System and Maintain Configuration in the SAP
Cloud for Customer system explain the configuration steps in detail.
 Note
(Deprecated) BP Replication using MDG: If you are replicating business partners using MDG, then in the
PI mapping for contract account replication, maintain the schema code 888 for MDG.
(Deprecated) BP Replication using CVI: If you are replicating business partners using Customer Vendor
Integration (CVI), then in the PI mapping for contract account replication, maintain the schema code 918
for CVI.
Default Object Identifier Mapping
When the Business Partner has multiple External IDs, all Utilities Services (Synchronous and Asynchronous)
consider the default ID mapping for Business Partners maintained in Administrator ID Mapping for
Integration Edit Default Configuration .
Supported Business Partner Roles
The standard system currently supports only the Contract Partner business partner role. Note that multiple
business partner roles are not supported in the current solution.
Standard Reports for Business Partner Replication
The following reports are provided in the standard system for business partner replication:.
● COD_UTIL_BP_REP_LOAD
Initial load report for business partner replication
● COD_UTIL_REL_REP_LOAD
Initial load report for replication of business partner relationships
 Note
Run the initial load report in the SAP ERP system to transfer the business partner data to your cloud
solution. Note that the two initial load reports must be run in sequence to replicate the business
partners and their relationship respectively.
● COD_UTIL_BP_LOAD

Delta load report for delta replication of business partners
 Note
The delta load report is run periodically in the system and you do not need to trigger delta replication.
Run the Initial Load Reports
Follow these steps to run the initial load reports:
 Note
The replication is valid only for business partner addresses maintained in the SAP ERP system and that are
valid as on the current date.
1. In the dialog screen for Business partners Replication, select and specify value in one of the fields –
Business Partner ID.
2. Specify the Logical Port ID.
3. Run both the initial load and the relationships replication reports in sequence.
Determine Your Strategy for Number Range Assignment [page 45]
Maintain Number Ranges [page 47]

Maintain number ranges as per the ones that you have finalized.
Create Inbound Processing in ERP [page 47]
Define Logical Ports in ERP [page 49]

In the ERP system, define logical ports for the HCI/PI using the SOAMANAGER transaction for the
consumer proxies.
Map Code Lists [page 49]

Configure code list mapping.
Set up Delta Replication from ERP [page 50]

To set up delta replication from ERP, follow these steps.
Extend Inbound and Outbound Processing using BAdIs [page 51]

The table list of BAdIs available for extending inbound and outbound processing for BP replication.
Migrate Business Partners from ERP [page 53]

Use migration reports to migrate business partners.
BPEM Case Creation for BP Replication Failure [page 53]

As per the enhanced feature of Business Partner replication; a BPEM case is created, whenever there is
a failure in Business Partner Replication.
Business Partner Replication Message Suppression [page 56]

You can activate the Business Partner Message Suppression process using IMG configuration to avoid
inconsistency in Cloud for Customer message processing.
Business Partner Replication Message Sequencing [page 58]

You can follow the below steps to configure business partner replication message sequencing from
Cloud for Customer to SAP ERP.

Business Partner Replication via Parallel Processing [page 58]
Use the report COD_UTIL_BP_REP_LOAD_V1 to replicate business partner data in bulk with parallel
processing.
1.1.3.1.1 Determine Your Strategy for Number Range

Assignment
You can choose to different number ranges for business partner IDs in your SAP Cloud for Customer system or
have identical number ranges for business partner IDs in both the systems.
Choosing Different Number Ranges
Business partner IDs of ERP and Cloud for Customer are not identical. There is always an internal assignment
table that maps the ERP business partner ID to the corresponding ID in SAP Cloud for Customer system to
ensure a consistent data exchange.
 Example
Mapping Example for Different Number Ranges
SAP Cloud for Customer System
Classication
System From Number To Number Number Range Type
CUSTOMER 1000 1999 Internal Number Range
Replication Direction Account Group From Number To Number Number Range Type
To SAP Cloud for 0001 1 999 Internal Number

Customer Range
To SAP ERP 0001 1 999 Internal Number

Range
In the above example, the first customer created in ERP gets ID 1 in the ERP and ID 1000 in the Cloud for
Customer system. If the next customer is created in the Cloud for Customer system, ID will be 1001 in the
Cloud for Customer system and ID 2 in the ERP.

Choosing Identical Number Ranges
There are two approaches to achieve identical number ranges in both your cloud solution and the ERP system.
Leading System Approach
Account group or classifications are only maintained in the ERP or in the Cloud for Customer system
exclusively.
For example: Customers (account group 0001 in ERP) are only maintained in the Cloud for Customer,
Competitors (account group Z001 in ERP) are only maintained in the ERP system. The account group in ERP
and BPs in Cloud for Customer must have the same number range. For the receiving system, external number
assignment is required. You should make sure that business partner creation in the receiving system is
prohibited.
 Example
Classication

(leading)
COMPETITOR 1000 ZZZ External Number Range
To SAP ERP 0001 1 999 External Number

Range
SAP Cloud for Z001 1000 ZZZ Internal Number

Customer Range (leading)
Separate Account Groups Approach
If the leading system approach is not feasible, you can ensure identical number ranges by using different
account groups. For example: If the requirement is to maintain customers in the ERP system and in the Cloud
for Customer system in parallel. Define one account group (e.g. 0001) for customers that are created in the
ERP system and should be replicated in the Cloud for Customer system. Define an additional account group
(e.g. Z001) for customers that are created in the Cloud for Customer system and should be replicated to the
ERP system. Use different number ranges for these account groups and define external number assignment in
the receiving system.

 Example
Classication
CUSTOMER 1 999 External Number Range

(leading)
To SAP Cloud for 0001 1 999 Internal Number

Customer Range (leading)
To SAP ERP Z001 1000 1999 ExternalNumber

Range
1.1.3.1.2 Maintain Number Ranges
Maintain number ranges as per the ones that you have finalized.
To maintain number ranges, follow these steps:
1. In SAP Cloud for Customer system, under Business Configuration Implementation Projects , select
your implementation project and open the Activity List.
2. Under Fine Tuning, select the General Business Partners activity and enter the required number ranges.
1.1.3.1.3 Create Inbound Processing in ERP
Define Number Ranges
During inbound processing in ERP, the business add-in COD_UTIL_BP_REPL is available to specify if you need
to follow an identical number range (as in ERP) or use a different number range.
In this add-in implementation, you can also set the Account Group of the business partner in ERP system.
 Note
By default, the inbound processing creates business partners in number range internal to SAP ERP. If you
need to retain the business partner ID in your cloud solution, you need to ensure that the BP ID in SAP

Cloud for Customer and the BP ID internal to ERP system are the same. To do this, implement the add-in
COD_UTIL_BP_REPL method COD_UTIL_BP_REPL_IN_PRE and set flag CV_EXTERNAL_NUMBER to ‘X’
and assign a desired Account Group to CV_BU_GROUP.
Mapping Business Partner ID in Cloud for Customer to the Business Partner

ID in ERP
When a business partner is created in your SAP Cloud for Customer system and replicated to the ERP system,
BP internal ID in the cloud solution will be saved in BUT000-BPEXT field by default.
However, if you need to follow the identification approach, implement the following steps:
1. Create Identification Categories in ERP to hold the business partner IDs in your cloud solution.
2. Implement business add-in COD_UTIL_BP_REPL and in method
IF_COD_UTIL_BP_REPL~COD_UTIL_BP_REPL_IN_PRE and set flag cv_set_identification to ‘X’ and
assign the identification category to cv_id_category.
3. For ID mapping during relationship create and update implement method IF_COD_UTIL_BP_REPL
~COD_UTIL_BP_REL_REPL_IN_PRE and set flag cv_set_identification to ‘X’ and assign the identification
category to cv_id_category.
4. When a business partner is created in ERP and replicated to Cloud for Customer, Cloud for Customer
should send a confirmation message back to ERP. For ID mapping during inbound confirmation in ERP
implement method IF_COD_UTIL_BP_REPL~COD_UTIL_BP_REPL_CONF_IN_PRE and set flag
cv_set_identification to ‘X’ and assign the identification category to cv_id_category.

1.1.3.1.4 Define Logical Ports in ERP
In the ERP system, define logical ports for the HCI/PI using the SOAMANAGER transaction for the consumer
proxies.
Implement the business add-in COD_UTILITIES_REPLICATION_CONF and method

GET_LOGICAL_BP_PORTS. Set the following parameters in the add-in implementation:
● CV_LOGICAL_PORT1  port for BP replication consumer proxy

● CV_LOGICAL_PORT2  port for BP relationship replication consumer proxy
● CV_LOGICAL_PORT3  port for BP replication confirmation message to Cloud for Customer
● CV_LOGICAL_PORT4  port for BP replication relationship confirmation message to Cloud for Customer
1.1.3.1.5 Map Code Lists
Configure code list mapping.
Prerequisite for Migration
You need to maintain the following code lists in your SAP Cloud for Customer system before migrating business
partners from the SAP ERP system:
● BusinessPartnerRoleCode
● CountryCode
● FormOfAddressCode
● GenderCode
● AddressUsageCode
● RegionCode
● BusinessPartnerRelationshipCategoryCode
Configure Automated Code List Mapping
Follow these steps to configure automated code list mapping:
1. Log in to your SAP Cloud for Customer

2. Click on the link for Download Code List.
3. Enter the Code List Mapping Group, Language, Delimiter and then select Download.
4. Specify a name for the file you want to download. Note that the file is saved in .zip format.
The code list is downloaded to the folder that you have specified.
5. Login to the ERP system to which your cloud solution is connected to.
6. Enter the transaction code SE38 and run the report CODD_CODE_LIST_MAPPING.
7. Click on Execute.

8. Alternately you can Execute the program CODD_CODE_LIST_MAPPING using the below options.
9. Specify the main language in which the code lists are to be mapped and enter the following details:
○ Merged customized directory is where you want the merged code list mappings filled.
○ Cloud for Customer Business Configuration File is the codeList.zip file that was downloaded from the
SAP Cloud for Customer system.
1.1.3.1.6 Set up Delta Replication from ERP
To set up delta replication from ERP, follow these steps.
● In the SWE2 transaction code in ERP, do the following:

○ In the CREATE event of the business partner, deselect the Linkage Activated checkbox.
○ In the CHANGED event of the business partner, deselect the Linkage Activated checkbox.

 Note
The delta configuration based on CRM Eventing (adding FM COD_UTIL_BUPX_C4C_BPOUT in the

CRMC_BUT_CALL_FU table) is no longer available.
1.1.3.1.7 Extend Inbound and Outbound Processing using

BAdIs
The table list of BAdIs available for extending inbound and outbound processing for BP replication.
COD_UTIL_BP_INITIAL_PRE ● Validate and filter Business Partners that should be sent

to C4C during initial download
● Implement custom logic for business partner details
data selection and skip standard data selection
● Map PDI/KUT fields

COD_UTIL_BP_INITIAL_POST ● Validate and filter/change Business General Attributes,
Partner roles, addresses etc., that are relevant for C4C
● Validate and skip sending business partner to C4C
COD_UTIL_BP_REL_INITIAL_PRE ● Validate and filter Business Partners’ Relationship data

that should be sent to C4C during initial download
● Implement custom logic for data selection and skip
standard data selection
COD_UTIL_BP_REL_INITIAL_POST ● Validate and filter/change Business Relationship cate

gories., that are relevant for C4C
● Validate and skip sending business partner to C4C
COD_UTIL_BP_DELTA_PRE ● Validate Business partner and skip sending BP to C4C

during delta in ERP
● Implement custom logic to fetch BP data and execute
client proxy call
● Map PDI/KUT fields if standard logic is skipped
COD_UTIL_BP_DELTA_POST ● Validate, change and filter BP general attributes, ad

dress usages, addresses and relationships during delta
in ERP
● Skip sending BP data to C4C
COD_UTIL_BP_REPL_IN_PRE ● Validate, change inbound business partner’s details like

attributes, address, roles etc before calling BAPIs to
post it
● Implement custom inbound replication and skip stand
ard logic
● Set Account Group and indicator to determine number
range strategy
● Set Identification or External number ID mapping
COD_UTIL_BP_REPL_IN_POST ● Map PDI/KUT fields

● Manipulate confirmation message to send back to C4C
● Skip sending confirmation
COD_UTIL_BP_REL_REPL_IN_PRE ● Validate and change relationship data during business

partner relationship inbound processing
● Implement custom logic and skip standard process
● Map PDI.KUT fields

COD_UTIL_BP_REL_REPL_IN_POST ● Map PDI/KUT fields
● Manipulate BP relationship confirmation message to
send back to C4C
● Skip sending confirmation
COD_UTIL_BP_REPL_CONF_IN_PRE ● During inbound processing in ERP in case of confirma

tion message from C4C to ERP, set BP Id mapping
● Implement custom logic to maintain ID mapping and
skip standard logic
1.1.3.1.8 Migrate Business Partners from ERP
Use migration reports to migrate business partners.
Migration Reports
Use the following reports to migrate business partners and their relationships from SAP ERP system to your
SAP Cloud for Customer system:
● COD_UTIL_BP_REP_LOAD
● COD_UTIL_REL_REP_LOAD
Follow these steps to migrate business partners:
1. In the Business Partners Replication dialog screen, select and specify value for – Business Partner ID.
3. Execute the report.
1.1.3.1.9 BPEM Case Creation for BP Replication Failure
As per the enhanced feature of Business Partner replication; a BPEM case is created, whenever there is a
failure in Business Partner Replication.
Configure BPEM Creation for BP Replication Failure
Follow these steps to configure automatic BPEM Case creation during failed Business Partner replictaion:
1. Log in to your ERP system.

2. You can create or reuse a Business Process Area. To create a Business Process Area navigate to SAP
ERP Implementation Guide Customizing SAP ERP Financial Accounting (New) Contract Accounts

Receivable and Payable Integration Business Intelligence Process Statistics Activate Business
Process Areas for Message Management .
3. You can create or reuse a Business Process Code. To create a Business Process Code navigate to SAP
ERP Implementation Guide Customizing SAP ERP Financial Accounting (New) Contract Accounts
Receivable and Payable Integration Business Intelligence Process Statistics Define Customer
Business Processes for Message Management .
 Note
Your Business Process code should assign to BUS1006 business object.
4. Create a new case category using transaction code EMMACCAT1
 Note
Maintain the error message in case category, for which you need to create an BPEM.
5. Enter the transaction code SM30 and maintain the below configuration in table COD_APPL_BPEM.
6. You need to run transaction code EMMA, whenever there is any error message captured as logs in
transaction code SLG1.

1. Follow the below steps in the first execution.
2. Follow the below steps in the second execution.

1.1.3.1.10 Business Partner Replication Message Suppression
You can activate the Business Partner Message Suppression process using IMG configuration to avoid
inconsistency in Cloud for Customer message processing.
Whenever there is any business partner related changes triggered from Cloud for Customer; you can choose
whether the message needs to get back to Cloud for Customer or not. You can use the below IMG configuration
to suppress the messages originated from asynchronous or synchronous services using business partner APIs.
To configure the message suppression, navigate to SAP ERP Implementation Guide Customizing SAP ERP
SAP Utilities Cloud For Customer Utilities Business Partner Replication Message Suppression Activate
Services for Message Suppression .
Asynchronous Services
For asynchronous business partner replication service from Cloud for Customer to ERP, you have an option to
choose the scenario in which you do not want full business partner message back to Cloud for Customer.
Follow the below steps:
1. Enable BP Suppress Active.

1. When Suppress for Create is set to active, the messages during Create scenario will not get back to
Cloud for Customer.
2. When Supress for Update is set to active, the messages during Update scenario will not get back to
Cloud for Customer.
3. When both Suppress for Create and Suppress for Update are not set to active, the full messages will
get back to Cloud for Customer both for Creates and Update scenarios, irrespective of the enablement
of BP Suppress Active.
2. If BADI implementation is active
1. If you have BADI ‘COD_UTIL_BP_REPL=>COD_UTIL_BP_REPL_IN_POST’ implemented, then it is
recommended to make use of the standard class
CL_COD_UTIL_BP_REPL_SUPPRESS=>SET_SUPPRESS_STATUS’ to suppress the BP message.
 Note
This class has to be called before the commit statement only. If due to any error changes got role
back then no need to suppress the message.

For specific sub-scenarios where message loop back is required
For specific sub-scenarios where the suppression is not needed, parameter in respective BADI's are provided.
The parameter carries the configured value by default and it can be reversed in the BADI.
For example, in case of addition/creation of a new business partner address during business partner update
process in Cloud for Customer, the message loopback from ERP to Cloud for Customer may be required to
update the address number. In this case, the parameter in the BADI will have the suppression flag set to
"TRUE" and this can be changed to "FALSE" to allow the message loop back.
Technical details:
Changing parameter in BADI’s ‘cv_suppression_flg’ which carries the configured value by default.
● BADI : cod_util_bp_create_repl
○ Method - create_business_partner_pre
● BADI : cod_util_bp_repl
○ Method - cod_util_bp_central_modify
○ cod_util_bp_addr_modify
○ cod_util_bp_modify
○ cod_util_bp_ident
There an importing parameter ‘IS_SUPP_CONFIG’ which carries the actual configuration values.
Synchronous Services
For synchronous services like: COD_UTIL_BANK_PAYMENT_METHOD, COD_UTIL_BP_ADDR_AND_COMM_CHG

you need to enable BP Suppress Active to suppress the business partner full messages back to Cloud for
Customer.
You can suppress the message loop back to Cloud for Customer by activating the "Activate Suppress" under
Synchronous Services and maintaining Functional Module in below IMG activity: SAP ERP Implementation
Guide Customizing SAP ERP SAP Utilities Cloud For Customer Utilities Business Partner Replication
Message Supression Maintain Synchronous Services for Message Suppression

1.1.3.1.11 Business Partner Replication Message Sequencing
You can follow the below steps to configure business partner replication message sequencing from Cloud for
Customer to SAP ERP.
1. Switch framework to activate Business Function.Goto transaction code SFW5 and activate the Business
Function FND_SOA_REUSE_1 (Improvements for SOA Reuse Functions). This Business Function is available
under ENTERPRISE_BUSINESS_FUNCTIONS
.
2. To activate support for Point to Point communication.navigate to SAP ERP Implementation Guide
Customizing SAP ERP Cross-Application Components Processes and Tools for Enterprise
Applications Enterprise Services Point-to-Point Enablement for Asynchronous Enterprise Services
Activate Support for Point2Point Communication .
1.1.3.1.12 Business Partner Replication via Parallel Processing
Use the report COD_UTIL_BP_REP_LOAD_V1 to replicate business partner data in bulk with parallel processing.
You have the option to run the report with a dedicated server group to maximize performance. Set up a
background job and monitor the status with transaction SM37.

After executing the report, the output displays the details with the count of business partners processed if
executed in dialog mode. The parallel logs are also maintained which can be monitored in SLG1.
You can follow the steps to configure business partner replication via parallel processing from Clouud for
1. Open transaction SE38 and enter report COD_UTIL_BP_REP_LOAD_V1.
2. Execute the report or press F8.

3. Enter the following details in the selection screen
○ Business Partner ID - enter business partner ID’s for replication.
○ Port and Size - enter logical system and package size
○ Parallel Processing -
○ If the checkbox is selected, you need to enter the Server Group in which the program is executed.
It’s good to create a separate server group with available work processes to achieve fast response.
○ If the checkbox is not selected, report gets executed in normal processing mode.

 Note
It’s recommendable to schedule the report as background job and monitor in SM37 for bulk data
processing.
1.1.3.2 Implementation Guide (IMG) on IS-Utilities
1.1.3.2.1 Create Configurable Hierarchy
The steps to creating the configurable object hierarchy are listed below:
1. In your SAP ERP-IS Utilities system, use transaction code ENVD to create a configurable hierarchy.
2. Next, assign the configurable hierarchy to IMG activity node Configure Object Hierarchy under SAP ERP
Implementation Guide Customizing SAP ERP SAP Utilities Cloud for Customer for Utilities
Configure Object Hierarchy .
3. Implement Web Service - COD_UTILITIES_CONF_HIER_GET. The COD_UTILITIES_CONF_HIER_GET
reads the profile from the IMG node and sends it to the SAP Cloud for Customer system

1.1.3.2.2 MDT Templates for Move-In, Customer, Contract
Account & Rate Change Using Guided Processes
Utilities solution uses the MDT template for creating a new customer and contract account in guided move-in
and for creating a contract account (during move-in) in guided transfer and also for rate change.
 Note
For detailed information on the configuration, see the corresponding documentation for the IMG node
Configure MDT Template in the Implementation Guide configuration under IMG for SAP ERP SAP
Utilities Cloud for Customer .
Follow these steps to configure MDT template for use in your utilities solution in SAP Cloud for Customer:
● Create an MDT template using transaction code EPRODCUST.

● Assign the MDT template to IMG activity Configure MDT Template under IMG for SAP ERP SAP Utilities
Cloud for Customer .
Prerequisites
1. Create an MDT template using transaction code EPRODCUST. You need to create the MDT template with
category assignment – NewCust (standard template delivered by SAP IS-Utilities). A series of hierarchical
nodes representing utilities objects (along with the field level assignments) is displayed in the template.
Utilities solution in SAP Cloud for Customer uses this assignment to create customer and contract account
in the guided process for move-in (creating customer and contract account) and transfer (creating
contract account).
2. Double click on a node to list the mandatory fields for an object (listed below in this document). You will see
that for each field name, you can update the Value. However, it is recommended to retain the naming
convention as given in the standard template. Note that you may assign different Services to these fields
depending on your business requirements.
If you need to add additional fields, ensure the naming convention mapping (as in the above screenshot) is
maintained in the pre-exit add-in method MDT_MVI_CREATE_PRE. Find details of the add-in below:
● BADI_COD_UTIL_MDT_MVI_CREATE
● IF_COD_UTIL_MDT_MVI_CREATE
● COD_UTILITIES_MDT_MVI_CREATE (MDT_MVI_CREATE_PRE and MDT_MVI_CREATE_POST)
For further details, see the documentation for the IMG activity in the ERP system.

1.1.3.2.3 Assign Front Office Processes
Assign the front office processes that you need to launch from SAP Cloud for Customer in the Implementation
Guide customizing.
Use
In the Implementation Guide (IMG) customizing for ERP system, assign the relevant front office processes that
you need to launch from SAP Cloud for Customer to the utilities launch object in the ERP system. You will find
the IMG for Cloud for Customer under IMGSAP Utilities This assignment enables you to call up your Front Office
processes in your cloud solution. Note that the launch object (of BOR object type) is assigned to the following
work centers in your cloud solution:
● ISUACCOUNT – Contract Account

● ISUPARTNER – Customers (Accounts and Individual Customers)
● PREMISES – Premise
Prerequisites
You must have defined the required Front Office process in the IMG activity under SAP ERP IMG SAP
Utilities Customer Service Front OFfice .
Related Information
1.1.3.3 Enrollment - Configure Switch Document Creation

and Notification
Configure Switch Document Creation in Cloud Solution
A switch document is triggered when you complete a quote (using guided quote), review and submit it to the
ERP system. This service is a webservice to service proxy asynchronous call. It triggers the creation of a switch
document from the cloud solution and creates the same in the ERP system. It also triggers a notification back
to the cloud solution to update the quote line item with the switch document ID.

The service contains details from the Utilities Lean Quotation and also enrollment specific fields such as Point
of Delivery (PoD), Contract Account, Switch Type, Switch View and Old Supplier, etc.
Configuration for Creating Switch Document
Parameter Value
Service in Cloud Solution CO_CQP_SOR_OUT
ERP Service II_UTILITIES_LEAN_QUOTE_SI_IN
PI Outbound Service CustomerQuoteProcessingSalesOrderRequestOut
PI Inbound Service Utilities_LeanQuote_SI_In
Operation Mapping in PI COD_ERP_UtilitiesQuote_SwitchDocumentRequest
Communication Arrangement Scenario in cloud solution CREATION OF SALES QUOTE FOLLOW UP DOCUMENT IN
(MCPG) SAP BUSINESS SUITE
Communication Arrangement Service in cloud solution Create Sales Quote Follow Up Document in SAP Business
Suite
Configure Notification for Switch Document in Cloud Solution
This service is triggered subsequent to the web service call for creating a switch document. After the the switch
document is successfully created, each quote line item shall have a corresponding switch document ID. This
switch document ID is then updated in the quote line items in the cloud solution using this service. The logical
port for this service is determined and the Default port is picked. However, this logical port can be overwritten
by implementing the business add-in COD_UTILITIES_QUOTE_NOTIF_PORT.
Configure Notification for Switch Document
Parameter Value
Service in cloud solution II_CQP_SLO_NOTIFICATION_IN
ERP Service CO_COD_UTIL_LEAN_QUOTE_NOTIFIC
PI Outbound Service CustomerQuoteProcessingUpdatingSalesQuoteWithSale

sOrderIn
PI Inbound Service CustomerQuoteProcessingUpdatingSalesQuoteWithSale

sOrderIn_In
Operation Mapping in PI ERP_COD_Utilities_CustomerQuoteProcessingUpdatingSa

lesQuoteWithSalesOrderIn
Communication Arrangement Scenario in cloud solution Creation of Sales Quote Follow Up Document in SAP Busi
(MCPG) ness Suite

Parameter Value
Communication Arrangement Service in cloud solution Notify Sales Quote of Sales Order Creation in SAP Business
Suite
Configuration in ERP System
In the ERP system, you need to create logical ports with transaction code SOAMANAGER in order to send web
service calls to the PI or other middleware system. Follow these configuration steps:
1. Go to transaction code SOAMANAGER in the ERP system.

2. Choose Service Administration as Web Service Configuration.
3. Search for consumer proxy CO_COD_UTIL_LEAN_QUOTE_NOTIFIC. Click to view the details.
4. Choose Create a Manual configuration.
5. Enter information based on your middleware configuration. Here is an example value that needs to be
adjusted according to your configuration. Example URL Path: /XISOAPAdapter/MessageServlet?
channel=:ABC_004:ERP_SOAP_Utilities_LeanQuote_Notification_Send&sapclient=238
6. To confirm that the logical port was created and configured correctly, ping the Web service. If the ping is
successful, a confirmation message appears.
Update Switch Status
You can now trigger the update of swtich ID in the ERP system. Under Sales Sales Quotes Products
use Actions Update Switch Status to update the switch ID in ERP after you submit the quote using the
enrollment process. The on-premise ERP system triggers a notification to the cloud solution to update the
switch document ID
Extensibility for Switch Documents
Extensibility using SAP Cloud Application Studio is supported for fields in switch documents.
1.1.3.4 Data Replication from IS-Utilities
The reports listed in this section must be executed for transfer of data from IS-Utilities system to the Utilities
Contact Center cloud solution.
The following table provides a snapshot of the data replication supported for Utilities Contact Center.

Snapshot of Replicated Master Data and Utilities Technical Data in Cloud Solution
Delta (Modifica
Delta (Creation of tion of Existing Unidirectional/ Scoping and Fine
Object Initial Load New Objects) Objects ) Bidirectional Tuning
Business Partner - Yes Yes Yes Bidirectional Yes
MDG
Contract Account Yes Yes Yes Unidirectional Yes
Replication (Only from IS-Util

ities to Cloud Solu
tion)
Point of Delivery Yes Yes Yes Unidirectional Yes
Replication (Only form IS-Util

ities to Cloud Solu
tion)
Connection Object Yes Yes Yes Unidirectional (IS- Not Applicable
Utilities to Cloud
solution)
Premise Yes Yes Yes Unidirectional (IS- Not Applicable
Utilities to Cloud
solution)
Technical Objects Replication [page 66]

Technical Object Report: COD_UTIL_TECH_OBJECTS_REPL. Use the Technical Object report to
replicate the contract accounts to the cloud solution.
Contract Account Replication [page 71]

Contract Account Replication Report: COD_UTILITIES_ACCOUNT_EXTRACT. Use this report to
replicate the contract accounts to the cloud solution.
Contract Account Delta Replication [page 73]

This document describes the configuration required to run the report
COD_UTILITIES_ACCOUNT_EXTRACT in order to fetch the delta for contract accounts.
Contract Account Replication Using Parallel Processing [page 74]

Report COD_UTIL_CONTRACT_ACCOUNT_REPL enables to replicate bulk data related to contract
accounts using additional option of parallel processing.
Contract Account - IDoc Mass Replication [page 75]

Use the below configuration steps, if you want to send multiple IDocs as a single PI message to the
receiver system:
Code Lists Mapping [page 77]

Code list mapping must be maintained for the fields specified in the following sections

1.1.3.4.1 Technical Objects Replication
Technical Object Report: COD_UTIL_TECH_OBJECTS_REPL. Use the Technical Object report to replicate the
contract accounts to the cloud solution.
Report for Initial Load - COD_UTIL_TECH_OBJECTS_REPL
 Note
Implement this report if you have scoped the Do you want to enable sales quote in your solution? question.
When you scope this question, you can create utilitiesspecific sales quote using the Utilities Lean
Quotation document type. Additionally, you can enable replication of contract account and point of delivery
data in the business configuration.
 Note
If you have not scoped the question for sales quote, then you must execute the
COD_UTIL_CONN_OBJ_PREMISE_REPL report for replicating technical objects including premise, point of
delivery, and connection object.
 Note
To enable the feature to use the External ID as Internal ID in Cloud for Customer for premise you must
scope the question Do you want to use Premise External ID as Internal ID in C4C?.
Schedule periodic runs for the initial load report ERP system to transfer the utilities technical master data to
the cloud solution. This report offers a single interface to replicate the following objects:
● Premise
● Point of Delivery (PoD)
● Connection Object
● Installation Point
● Hierarchical Relationship
To run the report, follow these steps:
1. On the Utilities Technical Objects Replication screen, enter values in the relevant field. You can enter values
in one of the following fields:
○ Connection Object ID
○ Premise ID
○ Point of delivery ID
The following table describes the fields that appear on the screen:
Field Description
Connection Object ID Select the range or ID of connection objects that you want
to replicate.

Field Description
Premise ID Select the range or ID of premises that you want to repli

cate.
Point of delivery ID Select the range or ID of point of deliveries that you want
to replicate.
Language Key Used only when the point of delivery is selected. If left
empty, the logged on language is used.
Date Enter date and time details for the currently active point of
delivery selection. If left empty, the current application
service date and time are used.
Logical Port This is a mandatory parameter for the report and is the
logical port that is created for the PI.
Maximum Size Indicates the package size to split the data load. With this
field, you can control how much technical master data can
be sent in a single message. The web service can upload
several connection object IDs, premises, and point of de
liveries at once. The Technical Master Data is distributed
accordingly.
Test If you select this checkbox, the system does not send any
data to the SAP Cloud for Customer. It only checks the
number of possible records to be triggered for the given
selection.
 Note
Along with the existing fields the District field is enabled for replication under the Premise.
2. Execute the report.

You can also use this report to schedule a background job.
Delta Replication
To replicate delta, you must maintain the setting using the SWE2 transaction code. The objects to be configured
for delta replication are as follows:
● CONNOBJ
● PREMISES
● ISUPOD
Maintain Settings for Events
Maintain the following setting for the CREATE and CHANGED events:
● For standard implementation, use the CL_COD_UTIL_SWER_TECH_OBJ_DELT class. You can also maintain
a custom-implemented class.
● Enter a customized Receiver Type, maintain the same for all the objects.
● The Receiver Call is Method.

 Example
Here is an example of the settings for CREATE for PREMISES:

An example of the settings for CHANGE for PREMISES is as follows:
To trigger a delta replication for connection object data, follow these steps:
1. In the SM30 transaction code, enter the SWFDVEVTY2 table/view.

2. Add the entries for the CHANGED and CREATED events for CONNOBJ.
 Note
Creating or changing a connection object triggers the delta replication for connection objects.
To trigger a delta replication for premise data, follow these steps:

2. Add the entries for the CHANGED and CREATED events for PREMISES.
 Note
Creating or changing a connection object triggers the delta replication for premises.
To trigger a delta replication for point of delivery data, follow these steps:

2. Add the entries for the CHANGED and CREATED events for ISUPOD.

 Note
Creating or changing a connection object triggers the delta replication for point of delivery data.
Technical Object Replication via Parallel Processing Technique
This enables the replication of technical objects for Initial load with faster response time via parallel processing
technique.
Report COD_UTIL_TMD_REPL enables you to replicate bulk data related to technical master data objects using
additional option of parallel processing.
This report provides the option to execute the replication in a dedicated server group which preferably has
ample work processes available in order to maximize the performance.
Once the report is executed , technical master data is replicated through proxy generation. We can view the
payloads generated for data in message monitoring via sxmb_moni.
Extensibility for Initial Data Replication Report and for Delta Replication
To modify the standard implementation for the initial data replication report and for the delta replication runs,
you can use a Business Add-In (BAdI).
● Enhancement Spot: COD_UTIL_TECH_OBJS_REPLICATION

● BAdI: COD_UTIL_TECH_OBJS_REPLICATION
● Interface:
The COD_UTIL_TECH_OBJS_REPLICATION BAdI has four methods that is used to adjust the different types of
data. The following table describes the methods: IF_COD_UTIL_TECH_OBJS_REPL
Method Use
CONN_OBJ_ADJUST_DATA IF_COD_UTIL_TECH_OBJS_REPLUsed to adjust the infor

mation about Connection. If C_SKIP_CONN_OBJ is set to
TRUE, you must trigger the proxy to send the data to SAP
Cloud for Customer. Standard implementation does not trig
ger any proxy.
PREMISE_ADJUST_DATA Used to adjust the information about Premise. If

C_SKIP_PREMISE is set to TRUE, you must trigger the proxy
to send the data to SAP Cloud for Customer. Standard im
plementation does not trigger any proxy.
POD_ADJUST_DATA Used to adjust the information about PoD. If C_SKIP_POD is

set to TRUE, you must trigger the proxy to send the data to
SAP Cloud for Customer. Standard implementation does not
trigger any proxy. If C_SKIP_CHECKS is set to TRUE, then
also no PoD information is sent to SAP Cloud for Customer.

Method Use
TMD_ADJUST_DATA Used only for initial load where you can adjust all the payload
that contain data, processed by the standard implementa
tion logic.
Configuration in ERP System
To run the reports in the ERP system and send web service calls to the PI or another middleware system, you
need to create logical ports with the SOAMANAGER transaction code. To configure, follow these steps:
1. In the ERP system, go to the SOAMANAGER transaction code.

2. Select Service Administration as Web Service Configuration.
3. Search for the CO_COD_UTIL_TECH_OBJS_REPL consumer proxy.
4. Click to view the details.
5. Select Create a Manual configuration.
6. Enter information based on your middleware configuration.
 Example
Here is an example URL that needs to be adjusted according to your configuration:
XISOAPAdapter/MessageServlet?
senderParty=&senderService=Q5J_340&receiverParty=&receiverService=&interface=Utilities_Techini
cal_Objests_Repl_Out&interfaceNamespace=http%3A%2F%2Fsap.com%2Fxi%2FCODERINT
7. To confirm that the logical port was created and configured correctly, ping the web service. If the ping is
1.1.3.4.2 Contract Account Replication
Contract Account Replication Report: COD_UTILITIES_ACCOUNT_EXTRACT. Use this report to replicate the
contract accounts to the cloud solution.
 Note
Irrespective of whether or not you maintain the configuration for replicating contract accounts, the move in
screen displays all the contract accounts from ERP that are linked to the business partner. Further, the start
date for contract accounts is defaulted to the current date.
Prerequisites
1. You have implemented the corresponding web service for contract account.

2. The following scoping question under Business Configuration Edit Project Scope Questions has
been scoped in your solution - Do you want to replicate contract account data from your external
application to your cloud solution?
 Note
If you have scoped the question - Do you want to enable sales quote in your solution?, then you enable
the point of delivery data also to be replicated along with contract account.
1. You must always replicate a contract account using a business partner. To replicate a new contract
account, you can either create a new business partner or use an existing business partner in the cloud
solution.
 Note
BP Replication using MDG: If you are replicating business partners using MDG, then in the PI mapping
for contract account replication, maintain the schema code 888 for MDG.
BP Replication using CVI: Similarly, if you are replicating business partners using Customer Vendor
Integration (CVI), then in the PI mapping for contract account replication, maintain the schema code
918 for CVI.
2. Configure the partner profile for IDoc type COD_UTILITIES_ISU_ACCOUNT_RE01 q. For the partner
profile, you must
1. Add or subscribe to the message type – COD_UTILITIES_ISU_ACCOUNT_REP
2. Maintain the PI receiver port
3. Execute the IDoc.
3. A customer implementation of business partners using Master Data Governance (MDG) must be done for
replicating business partners.
 Note
Note that the framework for business partner replication using MDG is recommend but is not part of
the standard delivery.
Maintain Following Configuration in the Cloud Solution
1. Go to the ADMINISTRATOR work center.

2. Click on Edit ID Mapping for Integration, maintain the following values and click on Go:
○ Mapping Of : Business Partners
○ ID : Business Partner ID in the cloud solution
 Note
The business partner ID must have 10 characters. If the ID has less than 10 characters, you must
add leading zeroes to the ID. For example, if the BP ID is 1234, you must enter the BP ID as
0000001234.
○ External ID : Business Partner ID in on-premise system

○ System Instance ID: ID of the on-premise system
Maintain Following Configuration in IS-Utilities (ERP on-premise system)
1. Create a contract account using the transaction code CAA1.

2. Use transaction code SE38 and enter the report name COD_UTILITIES_ACCOUNT_EXTRACT. Enter the
following values and execute the report:
 Note
Uncheck the Test flag before you execute the report.
○ Contract Account
○ Business Partner ID
○ Partner Number of Receiver - Logical (system ID of the cloud solution)
Result
When you execute the report COD_UTILITIES_ACCOUNT_EXTRACT in the IS-U system, the report generates
and displays an IDoc number. It takes a few minutes to send this IDoc number to the cloud solution.
You can search for the new contract account under UTILITIES BUSINESS AGREEMENT .
 Note
You need to enter a 10 character ID for contract account. Add leading zeroes if the contract account ID is
less than 10 characters.
1.1.3.4.3 Contract Account Delta Replication
This document describes the configuration required to run the report COD_UTILITIES_ACCOUNT_EXTRACT in
order to fetch the delta for contract accounts.
The contract account delta replication involves two steps - identifying the delta and replicating to the cloud
solution. These steps are documented in detail below.
Identifying the Delta for Contract Accounts
In IS-Utilities, contract accounts are represented by business object ISUACCOUNT in the business object
repository (BOR). When a contract account is created or changed, events situation. The object ISUACCOUNT
has the events UtilAccount.created and UtilAccount.changed . These events are triggered when a
contract account is created or updated using Transaction codes CAA1 or CAA2.

Configuration for Enabling the Event Handler CL_COD_UTIL_SWER_CA
In the transaction code SM30, create two separate entries in the customizing view SWFDVEVTY1 for the two
events CREATED and CHANGED.
 Note
The SAP Cloud for Customer Utilities Contact Center solution implements an event handler (class
CL_COD_UTIL_SWER_CA) to consume these events (UtilAccount.create and UtilAccount.changed). This
event handler determines if the incoming event is for contract account and triggers the report
COD_UTILITIES_ACCOUNT_EXTRACT to fetch the delta for contract accounts.
Required - Business Add-In Implementation
Use business add-in COD_UTILITIES_REPLICATION_CONF and implement the method

GET_RECEIVER_SYSTEM to generate a list of receiving logical systems. The report
COD_UTILITIES_ACCOUNT_EXTRACT sends the contract account information as IDocs to the SAP PI
middleware and therefore you need to maintain the receiving logical systems as parameters for the report.
Optional - Other Extensibility Options
1. Use the BAdI COD_UTILITIES_REPLICATION (method CA_ADJUST_DATA) in the report

COD_UTILITIES_ACCOUNT_EXTRACT to modify or delete records that must be set to the cloud solution.
This BAdI called right before the IDocs are created and sent.
2. For other extensible options, you can develop custom event handler classes as part of a project and set
those in the customizing entries to have more control of the delta replication process.
1.1.3.4.4 Contract Account Replication Using Parallel

Processing
Report COD_UTIL_CONTRACT_ACCOUNT_REPL enables to replicate bulk data related to contract accounts

using additional option of parallel processing.
This enables the replication of contract accounts for Initial load with faster response time via parallel
processing technique.
You can also create background job via this report and monitor it separately in transaction SM37.
Once the report is executed , Idocs are created and can be monitored via transaction WE02.

1.1.3.4.5 Contract Account - IDoc Mass Replication
Use the below configuration steps, if you want to send multiple IDocs as a single PI message to the receiver
system:
1. Main batch size in communication channel.

2. Create PI IDoc sender communication channel and enter package size, which you have entered in the
partner profile.
3. Use transaction code SE38 and enter the report name RSEOUT00.
 Note
Execute RSEOUT00 report using back-ground program.
The below images explain the setps involved to process 100 IDocs as a single message.
WE20

PI Sender Communication channel
SE38 - RSEOUT00
For more information on Contract Account Replication – Extension on CPI Artifact, see https://help.sap.com/
viewer/368c481cd6954bdfa5d0435479fd4eaf/Cloud/en-US/d3741720e29842e4bf547dcd66139f7f.html

1.1.3.4.6 Code Lists Mapping
Automatic Code List Mapping
Automatic and manual code list mapping must be maintained for the utilities specific codes..
In the code list mapping, ensure that the delimiter is set to coma (,) and the Code List Mapping Group as 03 -
SAP On Premise Integration.
 Note
If you are using the MDG framework to replicate business partners, you also need to maintain the code list
mapping for role code from ERP to role : CRM000 in the SAP Cloud for Customer.
Prerequisites
Before downloading the code-list mapping report you need to activate BC set COD_MERGE_CONFIGURATION in
SCPR20 transaction.
1.1.3.5 Logical Ports for Outbound Services for

Asynchronous Interface using PI Integration
To configure a consumer proxy to access a service, you need to create and configure logical port. A logical port
is created for a specific consumer proxy to access one particular binding on the provider system.
Logical Port configuration is applicable for the below Interfaces/services either for SAP PI or SAP HCI/CPI
1. Replication Technical Master data

2. Switch Document Create Notification from SAP ERP
3. Business Partner Replication from SAP ERP
4. Business Partner Relationship Replication from SAP ERP
5. Bushiness Partner Replication confirmation from SAP ERP
6. Business Partner Relationship Replication confirmation from SAP ERP

SOAMANAGER Configuration for SAP PI System as the Middleware
 Note
Screenshot provided is for one of the example service
1. Start the ABAP SOA Manager using the transaction code SOAMANAGER.
2. Go to Web Service Configuration under Service Administration.
3. Enter the PI outbound service name or the ERP service name and click on Search.
4. For this Consumer Proxy, create a logical port and select Manual Confguration.
 Note
Logical port can be created as any type, but this example shows for Manual Creation
5. Provide the logical port name and description and then click Next.

6. For Authentication Settings, under UserID/Password and enter your PI system user ID and password. Click
Next.
7. Under HTTP Settings, provide the technical connectivity details pointing to the PI system. Then click Next.

8. Under SOAP Protocol, enter the following details:
○ RM Protocol - SAP RM
○ Message ID Protocol - SAP Message ID
○ Data Transfer Scope - Basic Data Transfer
9. Click Next.
10. In the New Manual Configuration dialog, click Finish.

11. Finally test the connectivity that you have configured. To do this, click Ping Web Service for successful ping
test.
1.1.3.6 Logical Ports for Outbound Services for

Asynchronous Interface using SAP CPI
To configure a consumer proxy to access a service, you need to create and configure logical port. A logical port
is created for a specific consumer proxy to access one particular binding on the provider system.
Logical Port configuration is applicable for the below Interfaces/services for SAP Cloud Platform integration.
1. Replication Technical Master data

2. Switch Document Create Notification from SAP ERP
3. Business Partner Replication from SAP ERP
4. Business Partner Relationship Replication from SAP ERP

5. Bushiness Partner Replication confirmation from SAP ERP
6. Business Partner Relationship Replication confirmation from SAP ERP
SOAMANAGER Configuration for SAP Cloud Platform system as the

Middleware
 Note
Screenshot provided is for one of the example service
1. Start the ABAP SOA Manager using the transaction code SOAMANAGER.
2. Go to Web Service Configuration under Service Administration.
3. Enter the SAP Cloud Platform outbound service name or the ERP service name and click on Search.
4. For this Consumer Proxy, create a logical port and select Manual Confguration.
 Note
Logical port can be created as any type, but this example shows for Manual Creation

5. Provide the logical port name and description and then click Next.
6. For Authentication Settings, under UserID/Password and enter your cloud platform system user ID and
password. Click Next.
7. Under HTTP Settings, provide the technical connectivity details pointing to the SAP Cloud Platform
system. Then click Next.
8. Under SOAP Protocol, enter the following details:
○ RM Protocol - SAP RM

○ Message ID Protocol - SAP Message ID
○ Data Transfer Scope - Basic Data Transfer
 Note
The endpoint of any iFlow can be determined by referring to the sender connector of the cloud
platform system. The /cxf will be added for all the urls.
9. Click Next.
10. In the New Manual Configuration dialog, click Finish.
11. Finally test the connectivity that you have configured. To do this, click Ping Web Service.
 Tip
For SAP Cloud Platform system connection, the ping test returns a fail as this is an empty request for
cloud platform. Note that the logs you to the HCI monitoring. This failed message determines a
successful connectivity between ERP and cloud platform.

mashup.
To create a new mashup, follow these steps:
1. Go to Administrator Mashup Authoring New URL Mashup .

2. Select a mashup category and port binding.
3. Enter a mashup name and description.
4. Enter the ISU system URL in the following format:
https://ldxxxxx.wdf.sap.corp:XXXXX/sap/bc/gui/sap/its/webgui
5. Enter additional parameters, such as client and language.
To configure a new mashup, follow these steps:
Process .
○ Description
○ Active Flag
 Note

Related Information
1.2 Functional Scenarios

Learn about the functional scenarios in the Utilities Contact Center.
Customer Search [page 87]

Search for utilities customers in the cloud solution and in the SAP ERP system.
Live Activity Center and Enterprise Search [page 87]

Enterprise search in HTML client and Live Activity Center-based search in Fiori client are available for
Utilities Contact Center. The utilitiesspecific object categories are available in enterprise search or live
activity center only if the Utilities Call Center solution is scoped in the system.
Move Processes [page 93]

You can initiate Move-In, Move-Out, and Transfer services from all the Utilities screens of a customer.
Alerts [page 105]

You can view static content under the Alerts side panel across the Customer, Premise and Contcat
Account screens in Utilities Contact Center solution.The Alerts framework is also available at every
stage of move processes.
Premise [page 107]

The Premise work center is a hub that allows you to perform a host of utilities functions such as
creating or changing move-in, move-out, transfer and meter readings. In addition, view the premise on
a map, display object hierarchy for installation point and create new sales PODs for the premise.
Contract Accounts [page 117]

This work center view displays all contracts for a selected contract account including information such
as move-in and move-out dates.
Utilities Views in Customers [page 134]

Customer screens include a large scope of utilities solution. When you scope utilities industry in the
business configuration scoping, you will see a standalone workcenter for Utilities in the workcenter
menu. Further, customer is also scoped with utilities specific screens.
Sales POD [page 180]

Sales POD is a point of delivery that you create in your SAP Cloud for Customer system. A new
workcenter is available for Sales POD.
Front Office Process [page 185]
MDT Based Processes [page 186]
Account Executive Dashboard [page 189]

Account Executive Dashboard contains information tiles to show corresponding list view of configured
object for the user’s key accounts.
Business Partner Exception Management (BPEM) - Integration with SAP ERP or S/4HANA System [page
190]
Audit Trail - Logs in ERP System [page 196]

You can now use the logs in ERP system to track updates performed in the Utilities Financials screens.
Remove Personal Data in Contract Account and Sales POD [page 196]
Appendix with List of Relevant ERP Transactions [page 197]
1.2.1 Customer Search
Search for utilities customers in the cloud solution and in the SAP ERP system.
The search that you perform launches an online search for business partners in the ERP system. Use the
advanced search based on customer identification, address details or specific utilities information such as
point of delivery, service location, service order, meter ID, connection object ID, contract ID, and so on. Also
customize the search criteria with extension fields.
 Note
For a local search within the cloud solution, you need to replicate the utilities business partners from ERP
system to your cloud solution. Additionally, you must have defined the required code list mapping.
Enhancement in Customer Search
In the search result for a customer, if the customer has a contact role, you can navigate to the customer details
page using the hyperlink in the Contact ID column.
1.2.2 Live Activity Center and Enterprise Search
Enterprise search in HTML client and Live Activity Center-based search in Fiori client are available for Utilities
Contact Center. The utilitiesspecific object categories are available in enterprise search or live activity center
only if the Utilities Call Center solution is scoped in the system.
Enterprise Search
Enterprise search is available in the HTML client for the following utilities categories. Note that for the Utilities-
Customers category, the basic customer search is a local search in the cloud solution and advanced search is
executed as online search. The search for other utilities categories is an advanced online search.

● Utilities-Contract Accounts
For basic search for contract accounts, search using Contract Account and Contract Account Name
● Utilities-Customer
For basic search for customers, search using Customer ID, First Name, Last Name, Phone Number, and
Email Address.
● Utilities-Point of Delivery
For the basic search for POD, search using POD ID, Installation ID.
● Utilities-Premise
For basic search for premise, search using Premise ID and Address.
Live Activity Center
You can use the live activity center based search in the responsive UI (RUI) client to search for utilities objects.
The search feature is similar to enterprise search in the HTML client.
Configure Search Objects
To configure search objects, follow these steps:
1. Launch the Live Activity Configuration screen ( Administrator Service and Social Live Activity
Configuration ).
2. In the Search Objects section of the screen, click Add.
3. In the Add Search Object box, select the object that you want to add, and then click Add. If you want to add
more objects, select Add and New. If no objects are selected, the following objects are searched:
○ Account
○ Contact
○ Individuals
○ Tickets
4. Click Save.
Conditions for Enterprise Search and Using Live Activity Center
The following conditions apply for the search using both Enterprise Search and for search using Live Activity
Center.
● For the customers' category, the basic search is a local search in cloud solution and advanced search
triggers an online search.
● For the premise category, search using division must be executed along with equipment number.
● For POD category, search using division must be executed along with installation number.
● Customer and Premise Search:
○ Search using either house number, street name, apartment ID, floor ID, or country/region must be
supported with additional parameters.

○ Search using house number, apartment ID, and floor ID must have a combination of postal code or city
or street name.
○ Search using street name must be executed along with either postal code or city or house number.
Live Activity - Identify Customers from Independent Communication

Information
Under Live Activity screen, when you receive the calls through IVR, you can now identify the customers based
on independent communication data i:e phone number stored or replicated in the system.
1.2.2.1 View Contract Account and Premise Details in Live

Activity Center
In Live Activity Center, you can view the contract account and premise details of an customer and account.
As an administrator, you can enable contract account and premise tables in the live activity center. Go to
Administrator Service and Social Communication Channels Live Activity Configuration , and select
the Enable Contract Account checkbox.
When you select a customer and account, a table with the contract account and premise details appears.

1.2.2.2 Confirm Contract Account in Live Activity Center
In Live Activity Center, you can confirm the contract account details of an already confirmed customer and
account and the same contract account would be defaulted across all the screen.
When you select a customer and account, a table with the contract account and premise details of the
customer and account appears. You can confirm the required contract account and the same would be
defaulted across the following screens: Utilities 360, Utilities Financials, Utilities Rate Change, Utilities
Collections, and Utilities Contracts. You can also unconfirm the contract account and the same would be
unconfirmed across the above mentioned screens of the confirmed customer and account.

Confirm Contract Account from IVR in Live Activity
You can confirm the contract account via IVR(Interactive voice response), along with the customer. The
confirmed contract account in Live Activity is reflected in Utilities 360, Utilities Financials, and Utilities
Collections screens of the customer.
To specify the custom field to be used as an input to IVR, administrator must navigate to Administrator
Service and Social Communication Channels Live Activity Configuration and set value for field Select the
custom field that you want to use to confirm Contract Account from IVR.

Confirm Collective Contract Account from IVR in Live Activity
This enables you to confirm the collective contract account from Contract Account table in Live Activity screen
of the customer.
The details of the confirmed collective contract account are defaulted under Utilities Financials, Utilities
Collections, Utilities Rate Change, and Utilities Contracts screens of the customer.
Reuse Libraries for Contract Account
The reuse libraries for contract account provide additional, very specific services to the scripting language that
are relevant to fetch the Confirmed Contract Account.
Get Confirmed Objects
To use this reuse library, you need to import the http://sap.com/xi/AP/CRM/Global name space.
UtilitiesLib.GetConfirmedObjects
Description Returns the contract account confirmed from the Live activity in the current session. The confirmed
contract account can be used in custom tab.
Example import AP.CRM.Global;var ConfirmedObjects =

UtilitiesLib.GetConfirmedObjects(this.CustomerUUID);
this.ConfCAID =
ConfirmedObjects.UtilitiesConfirmedObjectElements.GetFirst().Confirm
edObjectValue;;
Result:
The confirmed contract account will be returned.
1.2.2.3 Open Customer Hub from Live Activity
When a call is simulated through IVR, the respective customer gets identified in Live Activity and the Customer
Hub screen of the identified user opens up.
Service and Social Communication Channels Live Activity Configuration and set value to YES for
optionOpen Customer Hub.
Once you enable the option of opening custome hub you will be able to ebale the new contract accounts table
containing list of contract accounts for the identified customer under the following path Administrator
Service and Social Communication Channels Live Activity Configuration Utilities Settings and set value
to YES for optionConsider Contract Account View in Customer Hub.

1.2.3 Move Processes

Section Description

to Yes.
to Yes.

3. Click Save.
and conditions.

display.

1.2.3.3 Move-In
Move-in service can be initiated in the ERP system from your cloud solution from the Utilities Contracts view
screen for a customer.
Move-in of a service means that a customer is signing up for a utilities service such as gas, electricity, water,
and so on. A move-in created in SAP Cloud for Customer creates a corresponding move-in in the SAP ERP
system.
Create Move-In
You can create move-in either using:
● Move-In in the various utilities processes.

● Move-In in the Customer toolbar; This is a guided move-in process.
● Move-In using MDT in the Customer toolbar; This is a guided move-in process.
 Note
For guided move-in, you can only use either Move-In or Move-In using MDT. The decision and the
necessary configuration must be made during early implementation.
To create a move-in, you must specify the mandatory fields Contract Account, Start Date, Joint Invoicing, and
select the service address. The mailing address is populated using the service address. The list of contract
accounts available for selection is pulled in from ERP system.
New Mailing Address: Set the flag for New Mailing Address in the Create Move-In dialog screen to create a new
mailing address during move-out. This address replaces the standard address maintained for the business
partner in the ERP on-premise system. Note that the standard address in the ERP system is not updated if you
do not set the flag for New Mailing Address. Validity date range is introduced in Move-In using the new Valid
From and Valid To fields within the mailing address.

 Note
You can also use type ahead search to select an address after typing only a portion of it. For detailed
information on Address Type Ahead Search, refer to
When you select a valid Service Type, the fields for meter reading are enabled and you can update the meter
reading for each of the devices at move-in. You can also select a meter reading type and note type. After saving
the move-in, a new move-in document and contract are created for the customer (and for the specified
premise) in the ERP system and a new move-in is added to the Contracts table.
 Note
Create Service Order: Select the checkbox for Create Service Order when creating a move-in, move-out or
transfer. A corresponding service order is created for the move-in request and is displayed in the list of
service orders in the Service Orders screen. This feature for create and display of service orders is available
only if you have performed business replication to customer master. Additionally, in the BAdI
configuration, the Order Type, and Order Code for service order has to be defaulted in the ERP pre-BADI.
 Note
screen displays all the contract accounts from ERP that are linked to the business partner.
When you create a new move-in or transfer, you notice that the move-in (or move-out as applicable) date and
the meter reading date are the same. If you change the move-in date, this correspondingly updates the meter
reading date with the new date. However, when you estimate a meter reading (in move-in, move-out or
transfer), you can change the meter reading date to a different date.
Rate Category Selection During Move-In
Based on the premise that you select and the current or the move-in date, the active rate category is defaulted
for a contract from ERP. You can also modify the default active rate category by selecting a rate category from
the list of all rate categories valid for the selected division. These values are retrieved from the ERP system
using the move-in date for the selected installation.
 Note
When you modify the rate category, a new row gets added for move-in with date starting from move-in date.
The existing rate category exists with ending date just before the move-in date where the move-in date is
D-1 with D being the current date.
Cancel Move-In
Select a move-in from the table and use Actions Change Move-In to cancel an existing move-in. A
message is displayed confirming the cancellation. Further note the following: 1) If a move-out date exists, the
Change Move-In is not enabled. 2) The entry for the move-in is deleted from the table.

 Note
Note that you can only cancel a move-in for which no move-out has been created. On cancel of a move-in
for which move-out has already been created, you are prompted with a message that the move-in is
irreversible.
Edit Move-In
You can change the date for an existing move-in. Note that the date cannot exist earlier than the move-out date
of previous contract.
The change process displays all the installations of a selected move document. You can update all the meter
readings at once for the installation or devices in the move document. The process immediately saves the
change in date.

1.2.3.3.1 Guided Move-In
Launch guided move-in from the toolbar in accounts and individual customers or in the Premise using the
Move-In button.
Feature highlights for guided move-in include possibility to capture reason for move-in, update rate category,
enter meter reading, create an ERP service order, request security deposit, update mailing address, and add
additional notes.
You can view both AMI and non-AMI meter details in the move in process. If it's an AMI meter, the AMI-related
capabilities appear dynamically.
Steps in a guided move-in are discussed as follows:
1. Customer and Premise

○ The Customer section defaults the customer ID and name. To create a new individual customer, select
New Customer; and to create an account select New Account. When a new customer or an account is
created, a contract account is created automatically.
 Note
You can also use type ahead search to select an address after typing only a portion of it. For
detailed information on Address Type Ahead Search, refer to
 Note
If you've implemented move-in using MDT, to create a customer or contract account during guided
move-in, maintain the required configuration for MDT. For more information, see MDT Templates
for Move-In, Customer, Contract Account & Rate Change Using Guided Processes [page 61]
○ The Premise section displays the Move-In Address, Move-In Date (current date), and Supplementary
Fields.
2. Services
○ The header section displays Customer ID, Premise ID, and Address from the previous step.
○ This step also displays all the services listed for that particular customer along with information such
as rate category, installation ID, and division.
○ The Details section displays meter reading for the selected service. Estimate and Reset is possible for
meter reading.
○ The Meter Information table displays meter details such as device category, register group, AMI status,
and capabilities in the move-in process. Create and change the meter reading screens to view device
information record.
 Note
View meter reading history using History option.
 Restriction
It is not possible to identify the device for which meter reading history is displayed in Move-In GAF
as there are multiple rows of device as lead selection.
○ Move-In Date is the same as selected for the service.

3. Contract Account and Billing
○ The header section displays Customer ID, Move-In Address, and Move-In Date.
○ In the Contract Account section, you can create a new contract account. From the External ID value,
help you can select an existing contract account.
○ Billing information such as Joint Invoicing, Reason for Deposit, and Security Deposit are defaulted for
the selected contract account.
○ In the mailing address section, by default the flag is set to Yes for Same as Move in Address option to
use the move-in address as the mailing address. By setting this flag to No, you can create a new
mailing address to add all the necessary communication information such as Phone, Mobile, E-mail,
and Fax details or use the PO Box details option to add the PO box address details for the customer.
○ Create additional notes. Notes that you create here will also be reflected in your ERP system.
○ The Calculate Security Deposit tab is an empty service that can be implemented using the
COD_UTIL_SECURITY_DEPOSIT or ISU_C4C_SECURITY_DEPOSIT business add-in.
4. Additional Offering
○ Select and add the External products configured in product list for the particular customer.
After adding the products,the system creates corresponding sales quotes for the products selected and
they are visible in the Sales Quotes tab.
 Restriction
○ The Guided Activity Floorplan (GAF) data automatically disappears after Move-In action.
○ Product list are not handled for sales areas, territory and so on.
○ The custom extensions for Sales process is not supported.
5. Review
○ This step displays a summary of all information maintained in the previous steps. Review the details
and click Create Move-In to initiate the move-in process.
Performance Improvements in GAF
In the step 2 of Move-In process where services and meter reading reusable Embedded Component (EC) are
available for which the round trips made to ERP are reduced.
In the following ECs, the property in the in port RequestFireOnInitialization and RequestAutoRefire is set to false.
So, to use the EC in any screen fireOutport should be used to call it explicitly.
● COD_UTILITIES_ACCOUNT_AND_PAYMENT_DETAILS.EC
● COD_UTILITIES_SERVICES_AND_METER_READING_EC.EC
● COD_UTILITIES_CONTRACTACCOUNT_AND_BILLING.EC
● COD_UTILITIES_MOVEIN_REVIEW.EC
● COD_UTILITIES_MOVEOUT_REVIEW.EC
● COD_UTILITIES_TRANSFER_REVIEW.EC
Related Links
MDT Based Processes

1.2.3.3.2 Use the Contract Level Security Deposit and Joint
Invoicing Details in Move in Process
Use the security deposit and joint invoicing details at contract level in move in process.
To enable the Contract Information table appear on the move in process page, go to Business Configuration
Implementation Projects Your Project Edit Project Scope Questions Industry Solution Utilities ,
and then select Utilities Call Center and Service. From Questions for Utilities Call Center and Service, select Do
you want to enable Security Deposit at contract level?.
Based on the requirement of your project, you can use the previous billing information or the new contract
information table for the process. Both billing information and contract information have joint invoicing and
security deposit details. However, while billing information appears at the Contract Account level, contract
information appears at the Contracts level.

1.2.3.3.3 Perform Rate Simulation in Move in Processes
For a move in, you can perform rate simulation to get information about the alternative rate categories that are
available.
1.2.3.4 Move-Out
Move-out services can be initiated in the ERP system from your cloud solution from the Utilities Contracts view
screen for a customer.
Create Move-Out
A move-out can be initiated if the contract account has valid contracts and associated move-in's for the same.
The service address and meter readings are defaulted from the Utilities Contracts table. You can specify a
move-out date and also the meter reading at move-out, note type, and the meter reading type.
New Mailing Address: Set the flag for New Mailing Address in the Create Move-Out dialog screen to create a
new mailing address during move-out. This address replaces the standard address maintained for the business
partner in the ERP on-premise system. Note that the standard address in the ERP system isn't updated if you

have not set the flag for New Mailing Address. Validity date range is introduced in Move-Out using the new Valid
From and Valid To fields within the mailing address.
 Note
The action Cancel allows you to cancel the customer mailing address for a move-out. Therefore, after you’ve
completed the move-out and refreshed the screen, you'll no longer see the customer mailing address.
On save, the existing contract in ERP system is terminated and a confirmation for the same is displayed in the
cloud solution. Further, the move-out date is updated with the end-date.
Cancel Move-Out
Select a move-out from the table and use Actions Change Move-Out to cancel a move-out that has
been created earlier. Once you cancel a move-out, a confirmation message is displayed that the move-out has
been canceled. Further, that end-date for the contract is set to unlimited.
change in date.
Edit Move-Out
You can change the date for an existing move-out. Note that the date can't exist earlier than the move-in date of
the previous current contract.
1.2.3.4.1 Guided Move-Out
Launch guided move-out from the toolbar in accounts and individual customers. Guided transfer is also
launched when you select a move-out line item in a premise and then click Move-Out button.
enter meter reading, create an ERP service order, request security deposit, update mailing address and add
additional notes.
Steps in a guided move-out are discussed as follows:
1. Customer and Premise:

○ The Customer section defaults the customer ID and name.
○ The Premise section displays the Move-Out Address and the Move-Out Date (current date). Select a
move-out reason using value help on the field.
2. Services:

meter reading.
 Note
○ Move-Out Date is the same as selected for the service.

3. Contract Account and Billing:
○ The header section displays Customer ID, Move-out Address, and Move-Out Date.
○ Possibility to create a new customer and a new contract account in the process of creating a move-out.
○ In the mailing address section, select Same as Above to copy the move-out address.
4. Review:
This step displays a summary of all information maintained in the previous steps. Review the details and
click Create Move-Out to initiate the move-out process.
1.2.3.5 Transfer
You can transfer the services for an existing move-in using the transfer feature. Click on Transfer in the Utilities
Contracts screen to initiate transfer.
Process Flow for Transfer of Move-In Address
1. Select a contract from the table and click on Transfer. In the dialog box that appears, the Move-Out Address
displayed is the same as the move-out address of the selected contract.
2. You need to specify the mandatory values for Contract Account and Joint Invoicing.
3. Select the address for the new move-in and then you're prompted to enter the start date of the new move-
in.
4. Also select the service address for the new move-in. The mailing address is defaulted to the service
address of the new move-in. Choose to maintain the other values for transfer in the dialog box.
New Mailing Address: Set the flag for New Mailing Address in the Transfer dialog screen to create a new
partner in the ERP on-premise system. Note that the standard address in the ERP system isn't updated if
you don't set the flag for New Mailing Address. Validity date range is introduced in Transfer using the new
Valid From and Valid To fields within the mailing address.
 Note

5. Set the flag for Create Service Order if you need to create a service order to initiate the transfer. For every
device (Equipment) that is moved-in to, a service order can be created. Note that triggering service order
creation is completely optional.
6. In the Meter Reading table, you see a list of services for both the new move-in address and the move-out
address. You can specify the corresponding meter readings at move-in/move-out. Specify the
corresponding move-in/move-out dates for each of the services and save your entries.
RESULT: You select an active contract and initiate a transfer. Note that you are moving in to new service
address and moving out from an existing service address. But there is no move-out for the contract as part of
transfer. Once the transfer is complete, the selected contract is updated in the Contracts table with the move-
out date. Further, a new row is created for the new move-in contract.
The meter reading table is also refreshed with the entries for the new move-in address. If you have set the flag
for Create Service Order, a new service order is created and an entry is made in the table for service orders in
the Utilities Service Orders screen.
 Note
Force Move-Out: If there is an existing customer in the new Move-In Address, this customer is replaced by
the new customer moving-in.
1.2.3.5.1 Guided Transfer
With guided transfer, you can now create a move-in, move-out and transfer in a single process. Launch guided
transfer from the toolbar in accounts and individual customers. Guided transfer is also launched when you
select a move-in line item in a premise and then click Move-In.
You can view both AMI and non-AMI meter details in the move in processes. If it is an AMI meter, the AMI-
related capabilities appear dynamically.
Guided transfer process includes the following steps:
1. Move Out Premise:

○ This section displays the move-out address, date, premise external ID, and move-out reason. Value
help on Move-Out Address lists all premises for the customer. Select an address and move-out reason
using value help on the field.
2. Move Out Services:
○ The header displays the customer ID and name, move-out address, and date from the previous step.
○ The Services section displays all services available for the customer along with details such as rate
category, installation ID and division.
○ The Details section displays meter reading information for a selected service. Estimate or reset of
meter readings is possible.
○ The next step displayed is the Contract Account and Billing.
3. Move In Premise:
○ The Premise section displays the move-in address, date and premise external ID. Select a move-in
address from value help on the field. All premises for the customer are listed for selection. The move-in
date is defaulted to current date.
○ The Customer section displays customer name and ID. This information is defaulted from the
customer for which you create the move-in.

4. Move In Services:
and capabilities in the move-in of transfer process. Create and change the meter reading screens to
view device information record.
 Note

○ The header displays the customer name and ID, move-in and move-out address and date. These
details are copied from the previous steps.
○ Possibility to create a new customer and a new contract account in the process of creating a move-ín.
○ Billing information such as Joint Invoicing, Reason for Deposit and Security Deposit are defaulted for
○ In the mailing address section, select flag Same as Above to copy the move-in address.
COD_UTIL_SECURITY_DEPOSIT or ISU_C4C_SECURITY_DEPOSIT business add in.
6. Review:
click Complete Transfer to initiate the transfer process.
 Note
A contract account is automatically created only for a move-in as part of the transfer. To enable this,
maintain the required configuration for MDT template. For detailed information, see MDT Templates for
Move-In, Customer, Contract Account & Rate Change Using Guided Processes [page 61]
1.2.4 Alerts
You can view static content under the Alerts side panel across the Customer, Premise and Contcat Account
screens in Utilities Contact Center solution.The Alerts framework is also available at every stage of move
processes.


1.2.5 Premise
The Premise work center is a hub that allows you to perform a host of utilities functions such as creating or
changing move-in, move-out, transfer and meter readings. In addition, view the premise on a map, display
object hierarchy for installation point and create new sales PODs for the premise.
Use the icon for Map View to view the premise locations plotted on google maps. In the premise header, the
Installation Point is hyperlinked.
Use advanced search to filter premises.

Overview
This screen has three sub-sections, namely the CustomerMap View, Highlights and Customer Overview. This
view is displayed in the Collapse Map mode by default. To display the premise in map view, click Expand Map.
Highlights
This section displays key details such as connection status for an installation or any other custom defined
messages. Click the hyperlinks for Contract Account and Name to navigate to the Contract Account and
Individual Customers work center views respectively.
Customer Overview
In this section, you can:
● Create a simple Move-In. Use the Move-In on the toolbar to create a guided move-in.
● Cancel a Move-In
● Change a Move-In
● Create a Move-Out. Use the Move-Out on the toolbar to created a guided move-out.
● Cancel a Move-Out
● Change a Move-Out
● Create a new simple Transfer. Use the Transfer on the toolbar to create a guided transfer.
Connection Details
This tab screen displays the object hierarchy starting from the installation point or the point of delivery. For the
devices in the premise, the Details section lists information for the installation point such as the Meter Reading
Unit, Grid Level Type, Status, Guarantee of Supply (field from the SAP ERP IS-Utilities) and so on.
An agent can ping AMI to receive the status of the meter from the call center. The status comes with details
that can be used for analysis. To ping a meter, select the AMI, and then click Ping.
The ping provides the date and time of the last ping along with the details of the meter. For example, in the
following image, the voltage of the meter is displayed.

The Meter Information table displays meter details such as device category, register group, AMI status, and
capabilities in the move-in and move-in of transfer processes.
Meter readings are displayed for a selected device in a table. Edit the meter readings or create a new meter
reading. Use the advanced search to search for a device for the selected premise that is not displayed here.
 Note
The New Meter Reading allows you to create new meter readings using a form template. Use the New Meter
Readings menu option under the gear icon to create meter readings using the standard screens in your
solution.
Tickets
This tab screen displays all tickets associated with the premise. Search for tickets in this screen using the
Completed Tickets, Open Tickets, Related to Premise Only, and Related to Point of Delivery filter values. You can
also use the advanced search to look for tickets.
Create new tickets and also select a point of delivery related to a premise. To do this, you can use the search
help for the POD External ID. The installation point, address details and the Premise Ext. ID are for the ticket.
Select a ticket in the list to navigate to the Tickets work center.
 Note
Two POD IDs are displayed when creating a new ticket from a premise. The premise that is displayed by
default reflects an existing implementation where the search help for point of delivery or POD External ID is
restricted to the Cloud for Customer system. A new implementation for the POD External ID is available
wherein an online search is performed in the ERP system to fetch values for POD External ID.
Service Orders
In this screen, a call center agent can find an overview of service orders logged in for the premise You can also
create new service orders for the premise. Note that the service address is not defaulted to the premise
address to allow you to log a service ticket for a different service location.

Service Notifications
For more information, see Utilities Service Notifications.
Sales POD
Search for a sales POD linked to the premise or create new sales POD. The premise ID and the address details
are copied from the selected premise.
For more information, see Sales POD .
Exceptions
For more information, see Business Partner Exception Management (BPEM)
Disconnection Documents
In the Disconnection Documents section, view the disconnected documents associated with a premise or an
installation.
 Note
Documents that have no disconnection activity are not displayed.
Analytical Reporting
You can use Premise objects for Analytical Reporting. To find the objects go to Business Analytics Design
Data Sources . For details on Analytical Reporting, see https://help.sap.com/viewer/
66e9a9081a7b40e38c8604d6617d0311/1911/en-US/576afc782dde4567ad3856ed128e0a1d.html.
Premise Quick View to Display Active Services and Active Customer
When you hover over the premise you can see the details of it under the premise quick view. In addition to the
previously added obejcts you can also view the number of existing services, premise type, address in the label

and the current active customer under this premise quick view.
1.2.5.1 Premise Object Title
For easy and quick identification you can now turn on an alternative title for premise object based on scoping
question.
The alternative title displays house number, street name, and house supplement, which makes it more
meaningful.
To configure the premise object title navigate to Business Configuration Edit Product Scope Industry
question.

1.2.5.2 Views in Premise
Due to change in business landscape there is a need to provide some important views under premise. The
information visible would be pertaining to the premise only
1.2.5.2.1 Central
This tab displays cards such as Customer, Recent Tickets, and Recent Meter Readings.
You can perform the following actions:
● View recent customer details in Customer card and Google map view for the premise.
● View recent tickets and create ticket in Recent Ticket card.
● View recent meter readings and enter new meter reading in Recent Meter Reading card.
1.2.5.3 Meter Reading

In the Utilities Contact Center, you can create and update meter readings. On selection of a contract in the
table for Contracts, the corresponding service addresses along with existing meter reading values are listed in
the meter reading table.
You can add new meter readings for each of the services corresponding to the service address of the contract.
Along with the meter reading, you will need to specify the meter reading type, date and select a meter reading
note type. On saving your entries, a confirmation message is displayed in the cloud solution and the
corresponding meter readings are updated in the ERP system.
 Note
Meter reading is not mandatory for move-in, move-out and transfer. You can create move-in, move-out and
transfer without specifying meter readings.

 Note
All the field help values such as meter reading note type / reason / meter reading type are updated using
the auto code list mapping. See Related Information section below for the topic Code Lists Mapping.
Interim Meter Reading
You can now enter or estimate an interim meter reading with or without billing. You must specify the
appropriate meter reading reason and type.
Meter Reading Estimate, Override and Reset
Additional features for meter reading: If you enter an incorrect meter reading (meter reading not in the
expected range), the meter reading is considered as Implausible. Any meter reads in processing status 2 are
considered as implausible but will nevertheless be saved.
● Estimate - Use this option to estimate the meter reading and consumption for an installation.
● Override
● Reset - Use this option to clear all the meter reading values and you can enter fresh data.
Meter Reading Order
The meter reading table displays a combination of meter reading result and meter reading order, sorted by
date, device and registers. Create a meter reading result for a meter reading order. Customer receives a bill
only if meter reading order is available for the period.
Characteristics of MR Order:
● View meter reading orders in the meter reading table under Premise (work center) Connection Details
(tab) .
● Create and edit meter reading orders in the Connection Details tab in the Premise work center.
● In the meter reading table, a highlighted tick mark in the MR Order column indicates that meter reading
order is active and scheduled. An active meter reading order is in status Meter Reading Order Created and
it is possible to create new meter readings and edit the line item.
● A grayed out check mark indicates the meter reading has already been recorded for the order. It is possible
to enter new meter reading only for the following meter reading reasons: 02- Interim meter reading with
billing and 09-Interim meter reading without billing.
● Edit a line item in the meter reading table is possible for both, an active meter reading order and for a
meter reading result. If meter reading is already maintained, edit is NOT possible for meter reading status
Billed.

 Note
● If meter readings are blank, then meter reading orders are created for meter reading reasons 02 and
09.
1.2.5.4 View Information About the Validity of a Meter
The Connection Details tab of a Customer displays the validity period of meters of a premise or an installation.

1.2.5.5 View Device Location Details
In the Meter Information table,view the device location details related to the selected device and connection
object. The device location note appears in the Notes popup.
1.2.5.6 Advanced Metering Infrastructure (AMI)
Use Advanced Metering Infrastructure (AMI) to capture consumption from the periodic interval meter
readings. This information is for display only and cannot be modified.
Advanced metering infrastructure (AMI) is an integrated system of smart meters, communications networks,
and data management systems. Use this system to enable two-way communication with your customers.
Access details on AMI and non-AMI meters under the Meter Information table for meter readings. Find this
table under:
● Customers Utilities 360 Object Hierarchy Device Details .

● Utilities Premise Connection Details Device Details .
On the Connection Details page, click Ping to receive the status of the meter from the call center. The
status comes with details that can be used for analysis. The ping provides the date and time of the last ping
along with the details of the meter. For example, in the following image, the voltage of the meter is
displayed.
The following details are retrieved from the SAP ERP system and displayed in the Meter Information table.
 Note
In the Utilities 360 tab, the Meter Informationtable is displayed only if you select an AMI activie device.
However, in the Connection Details tab in the Premise, the Meter Information table is displayed irrespective
of whether the device is AMI active or not AMI active. However, the fields listed below are displayed only for
an AMI active device. If you select a non-AMI device, then only the general meter reading details are
displayed.
● AMI Status
● Remote Connect
● Remote Disconnect
● Remote Meter Reading
● Manual Meter Reading with AMS
● On-Demand Meter Reading
● Request Operational State
 Note
Some of the fields listed above are personalization hidden and can be enabled by the user.
1.2.5.6.1 Configure Safety Message for Reconnect

Reconnect popup.
1.2.6 Contract Accounts
This work center view displays all contracts for a selected contract account including information such as
move-in and move-out dates.
The contract accounts are listed with the following details: Contract ID Description, Contract ID, Customer ID,
Customer Name, Customer External ID, Bill to Party, Payment Terms, Inbound Payment Method Outbound
Payment Method and Collective Contract Account ID, Due Amount, and Open and Payable Amount.

 Note
If you are creating contract accounts using the MDT template, in the BAdI configuration, make sure the Bill
Form and Clearing Category are defaulted in ERP pre-BADI.
Alternate Contract Account Work Center
This new work center provides you the capability to use value help search in advance search.
Possibilities for Creating New Contract Accounts
You can create new contract accounts using:
● The Create Contract Account in the toolbar for Customers.

● The Move-In (guided move-in) in the toolbar for Customers. The guided move-in using the master data
template (MDT) allows you to extend the functionality by adding new fields or removing existing ones.
Possibilities for Editing Contract Account
Click Edit Contract Account to edit the selected contract account. The Edit Contract Account dialog appears
where you can modify your options and save the entries.
 Note
The edit icon is not a valid UI option for editing the contract account. Always use the Edit Contract Account.
Fix Address: If an address is marked as main (flag Main is selected) in the Addresses tab for customers, then it
is considered the fixed address. You find the fixed address in the Additional Details section in Overview tab. If no
main address is available, then select a fixed address for a contract account. To do this, edit the contract
account and select a Fix Address from the list of values filtered for your user. You can also select a Fix Address in
the Utilities Contracts work center view under Customers.
Sales Quotes
All sales quotes for the selected contract account are displayed in this tab screen. You can create a new sales
quote or search for an existing quote using Advanced Search.

You can use Contract Account objects for Analytical Reporting. To find the objects, go to Business Analytics
Design Data Sources . For details on Analytical Reporting, see https://help.sap.com/viewer/
Related Information
MDT Templates for Move-In, Customer, Contract Account & Rate Change Using Guided Processes [page 61]
1.2.6.1 Configure Alternate Contract Account Work Center
question.
1.2.6.2 Views in Contract Account
Due to change in business landscape there is a need to provide some important views under contract account
as well.The information visible would be pertaining to the relevant contract account only
1.2.6.2.1 Details
This view displays the consolidated general, financial, and more information of the contract account. This
screen gives visibility of all the details pertaining to the selected contract account in a single place.
The links in the following fields open the associated objects: Customer External ID, Customer ID, Bill to Party,
Corr. Recipient, Alt. Dunning Recipient, and Alternative Payer.

1.2.6.2.2 Tickets
This screen displays all tickets created for the contract account.
Create a new ticket for contract account by selecting the New option. While creating the new ticket the system
auto populates the Contract Account ID for that contract account.
Create the BPEM cases by selecting the contract account case category provided in tickets.

1.2.6.2.3 Locks and Contracts
This screen displays all the locks related to the contract account and contract.
This screen has three sections has the following sections in it:
Locks
All locks for the selected contract account are listed in this screen. Details that are displayed include Lock
Status, Object, Object ID, Lock Type, Lock Reason and validity dates. You can create, edit, and delete locks. The
following lock types are supported for contract account locks:
● Calculate Interest
● Dunning
● Income Payment
● Invoice
● Invoicing
● Outgoing Payment
● Posting/Clearing Lock
Contracts
This tab screen displays all contracts associated with the contract account. They are listed with details such as
the Contract Account ID, Customer ID, Contract ID, Premise ID, Service Address, Installation, Point of Delivery
(PoD), Division, Move In Date, Move Out date and Rate Category.

Select a contract and use Actions Edit Block to edit details such as Billing Reason and Release Reason for
a contract.
Contract Locks
When you select a contract in the Contracts table, the corresponding locks for the contract are displayed in the
Contract Locks table below. Details such as Lock Reason, Status, validity dates, Object ID, and so on, are
displayed for the locks.
In the Contract Locks table, use Actions Create New Lock/Edit Lock features. Only locks of type Invoicing
can be created for contracts.
1.2.6.2.4 Invoices
This screen displays the invoices pertaining to the open contract account.
A list of invoices created for the contract account and for each of which one or more corresponding billing
documents exists, are displayed in this section. You can set a date range to view the invoices of that time
period. Some of the available options are Invoices From Last 1 Year, Invoices From Last 90 Days, and Invoices
From Last 7 Days.

1.2.6.2.5 Open Items
This screen displays all the unpaid financial documents pertaining to the open contract account
For the selected line item, you can perform the actions Create Locks, Manual Posting, Deferral, and Reversal.
You can also verify the document origin key and origin text; displayed in the table.
1.2.6.2.6 Payments
This screen displays all the payment documents created for the contract account.
You can also cancel a particular payment line item by selecting Cancel Payment action provided on the
Payments table.

1.2.6.2.7 Account History
This screen displays history of all financial transactions pertaining to the contract account.
For the selected line item, you can perform the Reversal action.
1.2.6.2.8 Security Deposit
This screen displays all the security deposit documents posted for the contract account.
You can also perform actions like Reverse, Release and Partial Release on the security deposit docuemnts
based on the status.

1.2.6.2.9 Collection
This screen displays the collections details pertaining to the open contract account.
The details that appear in the Collections tab are
● Dunning History - Displays the dunning activity of the contract account. With this functionality, you can
create and send payment reminders or dunning letters to your business partners to remind them of
overdue payable and to request payment.
● Returns - Displays the list of payment transactions, which are returned from the target systems (Bank,
Cheque, SEPA, and so on)
● Correspondence History - Displays the history of all the correspondences sent to the customer.
● Write Offs - Displays the list of items, which have been written off. Writeoff data provides information on a
business partner's payment history.
1.2.6.2.10 Communication Preference
In this screen, view contact information and preferences for notifications such as email, text, or IVR for
different services.
This is integrated with Smart Energy Water to view and update the preference in Service Cloud.

Related Information
1.2.6.2.11 Consumption Graph
In Consumption Graph, review the usage graph for the services installed for a contract account.
The usage graph is integrated with Smart Energy Water to view the usage information for linked Premises in
Contract Account.
Related Information

1.2.6.2.12 Billing Plans
View and maintain the Payment Plan and Budget Billing Plan pertaining to the open contract account.
Payment Plan - Create, edit, display, and deactivate payment plans for a contract account.
Budget Billing Plan - Create, edit, and display the budget billing plan for a contract account. The budget billing
plan is the basis for charging budget billing amounts.
1.2.6.2.13 Payment Arrangements
View and maintain the Installment Plan pertaining to the open contract account.
Installment Plan - Create, view, or change the installment plans. Use an installment plan to divide source items
into several installment receivables that have future due dates.
View the total variance amount, with changes to the installment plan amounts, in the Calculated Variance field
for contract account. Access the over or under amounts while creating or editing the installment plan.

1.2.6.2.14 Central
This tab displays cards such as Recent Invoices, Last Payment, Premises, Locks, Recent Tickets, Open Items,
Customer Credit Worthiness, Security Deposit, and Dunning.
● To go to that particular tab, click the card title.

● Create or add items for Recent Invoices, Last Payment, and Recent Tickets.
● View the recent invoice PDF by selecting the Hyperlinked invoice item in Recent Invoice card.
● View the graph based on the period against number of items in Open Items card.
● The Customer Credit Worthiness card displays the score for the current month and the comparison with
the previous month.
1.2.6.2.15 Outage Map
In this screen, view the nearby outage area for a customer based on contract account.
It shows the current map as well as the planned outage map based on city or ZIP code.
The outage map is integrated with Smart Energy Water to view the outage areas.

Related Information
1.2.6.2.16 Compare
In this screen, view the power consumption difference of a time period for a customer.
It displays the current month or year power usage compared to previous month or year usage depending on
ZIP code,utility, and so on.
This is integrated with Smart Energy Water to view the consumption difference.

Related Information
1.2.6.3 Contract Account Object Title
For easy and quick identification you can now turn on an alternative title for contract account object based on
scoping question.
The alternative title displays conract account external ID and name, which is more meaningful.
To configure the scoping question for contract account you can navigate to Business Configuration Edit
Product Scope Industry Solution Utilities , and then select Utilities Call Center and Service.

1.2.6.4 View Collective Account as a Contract Account
Object
Launch collective account as a contract account object. A table with the details of the child accounts of the
collective contract account is displayed.
1.2.6.5 Configure Profile Setup for Contract Account with

BRF plus Rules
As an administrator, configure the contract account profile in order to have a flexibility to hide or unhide which
tabs and cards to be visible based on contract account information.
Configure Profile Setup

● Select the Maintain Card and Tab to Configure Profile.
Create Profile Configuration
To create a profile configuration, follow these steps:
1. Navigate to Administrator Industry Settings and select Contract Account Profile Configuration.
2. Select theEnable Profile toggle button under Profile Configuration to determine the visibilities of the tabs
and cards.
3. Click New to create a profile.
The system sets the first profile as default. You can change it later.

All the Cards and Tabs are loaded based on the Business Configuration.
4. Enter an Alpha Numeric value as Profile ID.
 Note
Once saved, profile ID cannot be changed.
5. Select the Visible check box for the cards and tabs from the list that you need.
 Note
You must manually select the Central tab if you are selecting any card.
Delete the cards or tabs that you don’t want for the profile. You can add the deleted cards using + icon.
6. Click Save.
 Note
To save the configuration at least one profile should be marked as default.
Add rules for value determination
To add the rules for value determination, follow these steps:
1. Navigate to Administrator Industry Settings and select Rules for value determination for Contract
Account Profile.
2. Click Add Row to add rules.
3. Enter the following input fields:
○ Contract Account Category
○ Account Determination ID
○ Contract Account Class
Enter the Profile ID as output field.
If you make changes to your profile, you must adjust the rules accordingly.
4. Click Save.
5. Under Actions, click Activate Rules.
 Note
If the cards and tabs are hidden by the administrator, they are not visible even if you select them using
profile configuration.

1.2.7 Utilities Views in Customers
Customer screens include a large scope of utilities solution. When you scope utilities industry in the business
configuration scoping, you will see a standalone workcenter for Utilities in the workcenter menu. Further,
customer is also scoped with utilities specific screens.
Toolbar Options for Utilities
The following utilities specific options are available under Customer:
● Guided processes for Move-In, Move-Out, and Transfer.

● Object Hierarchy - Displays the complete object hierarchy for a selected contract account.
● Create Contract Account - Launches a dialog box with mandatory fields required for creating a new
contract account.
● Launch FOP - Launches the front office process that you have defined front office process in the ERP
system and assigned to your utilities solution.
Utilities Screens in Customer
Following utilities screens are scoped-in for customer:
● Utilities 360
● Utilities Financials
● Utilities Contracts
● Utilities Service Orders
● Utilities Sales POD
Related Information
Utilities Financials [page 144]

Utilities 360 [page 134]
Utilities Service Orders [page 167]
Utilities Contracts [page 165]
1.2.7.1 Utilities 360
A 360 degree overview of the object hierarchy for all utilities objects.
The section for Highlights displays the overdue amount and total balance for a customer.

The Utilities Hierarchy section displays the object hierarchy for a customer. It collective contract account exists,
then the hierarchy is displayed from collective contract account. If the collective contract account is not
maintained for that contract account, then the hierarchy is launched for the contract account itself. The device
is the last level in the hierarchy.
 Note
If the contract account is a collective contract account (with multiple contract accounts within it), then the
hierarchy top node displays the collective contract account and the individual contract accounts are
included as sub-nodes for this collective contract account.
 Note
If records for business partners are more than a hundred, an icon for More is displayed.
Features of Utilities Hierarchy
● The Highlights section displays account header information such as Overdue Amount and Total Balance.
● The hierarchy under Utilities Hierarchy reflects the nodes related to the selected contract account.
● If the contract account has a collective contract account, then the hierarchy top node displays the
collective contract account.
● Select and click on any object in the hierarchy to display further details in the section below. For example,
for a contract account, the Dunning Procedure and Payment Terms are some of the details displayed in the
details section.
● The contract account (or collective contract) account, premise, contract, installation and device are
displayed for each top level hierarchy node in Utilities Hierarchy.
Actions
● Confirm - You can confirm a contract account or a premise. When you confirm a contract account,the
same would be defaulted across different screens of the customer likeUtilities 360, Utilities Financials,
Utilities Rate Change , Utilities Collections , and Utilities Contracts . You can also confirm the collective
contract account and the same would be confirmed across the above mentioend screens of the confirmed
customer. Further, a field Confirmed Contract Account is displayed above the table with the confirmed
contract account ID. Note that this action is greyed out by default and is highlighted when you select a
contract account or a premise.
 Note
The Confirm action is valid only until the logged in session of the individual customer is active.
● Unconfirm - You can unconfirm a contract account or a premise. When you unconfirm a contract account,
the Utilities Contracts and Utilities Financials tab screens no longer display only the confirmed contract
account details. Further the field that displays the confirmed contract account is no longer displayed and
the Confirm action is highlighted again.

 Note
The Unconfirm action is valid only until the logged in session of the individual customer is active.
● Create Contract Account - You can create a new contract account using this action in the Utilities 360
screen.
● Search - Search for a contract account, point of delivery or premise using this action. Note that search in
the Utilities 360 work center view performs an online search in the ERP system.
Recent Changes
The Recent Changes section displays a recent history for all objects in your solution.
Customer Contacts in Recent Changes
View IS-Utilities contacts in the Recent History tab of the Utilities 360 work center view. All fields are display
and cannot be edited in the cloud solution. Fields displayed include Contact ID, Customer ID, Contact Class,
Action, Communication Mode and Type, Priority, Additional Info, Delete Flag, Text and Created Date and Created
Time. When you create move-in, move-out or transfer, the contacts created as part of these processes are
saved to the backend SAP ERP system and displayed in the Utilities 360 screen as IS-Utilities contacts.
Administrators must determine during implementation, what contact types from IS-Utilities be displayed in the
cloud solution. Further, a sample business add-in implementation is available to extend this feature.

1.2.7.1.1 Configure Utilities 360

Yes.
4. Click Save.

4. Click Save.

1.2.7.1.2 Configurable Object Hierarchy
The configurable hierarchy displays utilities object structure you have created in the SAP ERP system, in your
cloud solution.
Launch the configurable hierarchy from tool bar in Customer work center. Icons in the hierarchy help to identify
the different objects. Only one configurable object hierarchy can be active at any time.
1. In your SAP ERP-IS Utilities system, use transaction code ENVD to create a configurable hierarchy.
2. Next, assign the configurable hierarchy to IMG activity node Configure Object Hierarchy under SAP ERP
Implementation Guide Customizing SAP ERP SAP Utilities Cloud for Customer for Utilities
Configure Object Hierarchy .
3. Implement Web Service - COD_UTILITIES_CONF_HIER_GET. The COD_UTILITIES_CONF_HIER_GET
reads the profile from the IMG node and sends it to the SAP Cloud for Customer system
On the Utilities 360 page, you can select a configurable hierarchy view of an individual customer or an account.
To set the configurable hierarchy view as the default view in Utilities 360, go to the Administrator work center
and click Industry Settings Utilities Settings for Utilities 360 , and in the Hierarchy tab, select
Configurable Hierarchy.
 Note
Selecting a default view for hierarchy overwrites all the adaptation or personalization settings. As an
administrator, you can clear the default view entry. This restores the previous settings.

FOP Profile
After you assign FOP profile for configurable hierarchy (go to Administrator Industry Settings Utilities
Settings for Front Office Process , and assign mash up ID for Hierarchy), you can launch front office process for
a line selection on the Utilities 360 page.
 Note
After assigning the FOP profile for configurable hierarchy, you must either reopen the Utilities 360 page of
the account or individual customer, or refresh the list, for the assignment to take effect.

As per the latest launch FOP enahncements in Configurable Hierarchy, you can launch FOP by selecting any line
item in the hierarchy and can also view the hierarchy details of the above objects of the seelected line item

passed in the URL.
 Note
The search performed in the Configurable Hierarchy view is independent of the search perfomed in the
Hierarchy View or List View.
You can perform advance search using Premise, Point of Delivery, and Device fields in the Configurable
Hierarchy view to get the respective hierarchies.

1.2.7.1.3 Alternate View for Object Hierarchy in Utilities
360
On the Utilities 360 page, you can select a list view of the 360 hierarchy of an individual customer or an
account. By default, the hierarchical view is selected for the objects.
The table view has no limit on the number of records to be displayed. You can confirm or unconfirm both the
contract account and premise on the same line item. When you click a line item, all the details related to the
objects are displayed in the area under the list or hierarchical view.

1.2.7.1.4 View Contacts from IS-Utilities
Action, Communication Mode and Type, Priority, Additional Info, Delete Flag, Created Date and Created Time.
When you execute ERP processes, the contacts created as part of move-in, move-out or transfer are saved to
the backend SAP ERP system and displayed in the Utilities 360 screen as IS-Utilities contacts. Note that the
contacts are created only for the processes that are configured in the ERP system.

During implementation, the administrators must determine the contact types from IS-Utilities to be displayed
in the cloud solution. Further, a sample business add-in implementation is available to extend this feature. The
BAdI implementation is mandatory; the contacts table is displayed empty if BAdi is not implemented.
1.2.7.2 Utilities Financials
The Financials screen shows a detailed overview of the business partner invoices, payments, open items,
installment plans, payment plans as well as the premise and contracts associated with the business partner.
Perform functions such as updating meter readings, invoicing, budget billing, installment plans, and so on, from
the various tabs in this screen.

 Note
In the Utilities 360 screen, if you confirm a contract account, then the same contract account is defaulted
for all actions in Utilities Financials.
A list of invoices created for the business partner and for each of which one or more corresponding billing
documents exists, are displayed in this section. Invoices are also grouped by contract account. Set a date range
to view the invoices of that time period. Some of the available options are Invoices From Last 1 Year, Invoices
From Last 90 Days, and Invoices From Last 7 Days.
Header Bar
The Customer Must Pay Amount in the header is the total amount the business partner owes to the utility
company while the Customer Total Balance is the sum of all unpaid invoices for which the due date has elapsed.
The contract account that you confirmed in the object hierarchy in Utilities 360 is defaulted in the financials
screen. You can also select a contract account in the header to display the latest Dunning Level for the account.
Item level dunning information such as Dunning Text, Dunning Level, and Dunning Step are shown in the Open
Items tab.

 Note
Click Contract Account Details to navigate to the confirmed contract account or filter and select another
contract account in the Filter Contract Account section.
Tabs in Financials Screen
The Utilities Financials screen has the following tabs:
● Open Items: The unpaid items for a billing document are grouped and displayed for each contract account.
You can also verify the document origin key and origin text displayed in the table. The menu offers creation
of document locks and installment plans for the open items.
● Premises: Displays a list of premises tied to the customer.
● Installment Plans
● Payments
● Payment Plans
● Contracts with Meter Reading: This section displays all contracts for the customer with their meter
readings. Select a row to display all recorded meter readings for the selected contract account. Add new
meter readings here or even edit the existing entries. The locks table displays the locks for a selected
contract.
Financials in Customer Views
A synchronous call to the SAP ERP IS-Utilities gets initiated the first time the Utilities Financial in customer is
loaded. When you navigate between different tabs (Open Items, Invoices, Payments, and so on) the data is
retained; A fresh call to IS-U is made during initial load or if a separate contract account is selected.
A new service to IS-U is also initiated when you perform specific action in one of these tabs. For example, when
you perform any action in Payments or Open items tab and navigating to Invoices initiates a service call to IS-U.
The table contains detail information on the tab screens and actions that initiate a call to IS-U.
Tab Screen Action Refresh Done on Navigation
Invoice Create Invoice, Full Reversal, Adjustment Re Open Items

versal
Payments Cancel Payment Open Items and Invoice
Open Item Manual Posting, Deferral, Reversal Invoice
Installment Plan Create IP, Edit IP, Deactivate IP Open Items
Payment Plan Create PP, Edit PP, Deactivate PP Open Items
Budget Billing Create, Edit Open Items
Promise to Pay Create, Replace, Reactivate, Withdraw Open Items
One Time Payment Payment and Open Items

Related Information
Bill Correction [page 147]

Payments [page 150]
Document Locks [page 152]
Invoice Document [page 154]
Installment Plans [page 153]
Payment Plans [page 154]
1.2.7.2.1 Bill Correction
Utilities Contact Center offers comprehensive features for bill correction. These include bill reversal
(Adjustment and Full Reversal), rebill and invoicing document locks. Use bill correction to perform reversals,
modify meter reading and display the updated invoices from the ERP system.
Important ERP IS-U Transactions for Financials
Transaction Function
EA05 List of outsorted billing/invoice docs
EA40 Display print document
EA14 Reverse print document
EA19 Create bill
EA20 Billing document reversal
EASIBI Individual bill
1.2.7.2.1.1 Adjustment Reversal and Full Reversal
Reversal is the first step to bill correction. The Utilities Contact Center supports adjustment and full reversal for
invoice documents.
For both adjustment and full reversal, you need to specify reversal reasons. You must maintain the reversal
reasons in the fine tuning under Business Configuration Open Activity List Utilities . The reversal
reasons that you maintain in the fine tuning must be the same as those configured in the IS-Utilities.
 Note
When you reverse an invoice or line items in an invoice, the invoice is marked as reversed (marked as 'X')
and a reversal document is created and sent to ERP IS-U system. Additionally, a new row is created in the
Balances table for the the updated invoice from ERP IS-U.

Adjustment Reversal
You can perform adjustment reversal only on the complete billing document. When you adjust reverse a bill, a
new bill with amount as negative is created under the invoice. On a reversed bill, you can also update the meter
reading and subsequently rebill the invoice. This will generate new bills with the latest amount. Follow these
steps for adjustment reversal:
1. Select the billing document (select the row that has the contract ID displayed) in the Invoice History table
of the Utilities Financials tab screen. When you select a billing document, the Bill Correction action gets
enabled.
2. Click Actions Bill Correction .
3. Select a valid reason for reversal.
4. Click Adjustment Reversal.
5. Click Meter Reading. A new window appears with the device and meter reading details.
6. Save the meter reading.
Full Reversal
Use full reversal to reverse an invoice line item. When you full reverse, a new invoice with amount as negative is
created for the contract. On a reversed invoice, you can also update the meter reading and subsequently rebill
the invoice. This will generate new invoice with the latest amount. Follow these steps for full reversal.
1. Select the invoice line item (select the row that has the Invoice No displayed) in the Invoice History table.
Note that you can perform a full reversal only for individual line items of an invoice document.
2. Click on the bill correction
3. Enter the reversal reason
4. Click on the Full Reversal and the invoice line item is reversed.
5. Click on Meter Reading. A new window appears with the device and meter reading details
1.2.7.2.1.2 Rebill
Use the Rebill feature to update incorrect meter readings.
Rebilling is required if you have made an adjustment or full reversal of invoice line items or an invoice. You need
to therefore use rebill to update the meter readings for reversed invoices. If you do not rebill, invoices are
generated for the previously available meter readings.
When you click Rebill, the Meter Reading is enabled and it allows update of meter readings for the invoice line
items or invoices .

1.2.7.2.1.3 Create Invoice
Create invoice for billing documents.
Create Invoice with Meter Reading
If you are creating an invoice with a meter reading, the Create Invoice dialog also displays the periodic meter
readings for the contract account. If there are no periodic meter readings, an interim meter reading order is
created. Follow these steps to create an invocie with meter reading:
1. Click the invoice with meter reading.

2. Enter the meter reading in the add meter reading table – against the item which is already defaulted
(option of changing the date is possible).
3. Choose to estimate the meter reading and then submit the meter reading.
 Note
 Note
The utilities screens have been enhanced to create and change all the meter reading screens to
consider device information record.
4. Select a contract account in the table.

5. Click Bill Now. Billing documents appear in the billing documents table.
6. Select a valid billing document in the list.
7. Choose to first Simulate (use this feature to view an invoice before you generate one from the billing
documents) or directly Invoice.
1.2.7.2.1.4 Bill and Invoice
Create billing documents and invoices for a valid meter reading.
The Bill and Invoice helps you to invoice and bill at one go as soon as a valid meter reading is posted. This
option is available even when there are no billing documents unlike the Invoice that invoices only if billing
documents exist.
When you click Bill and Invoice, all contracts for the contract account and all billing documents for a contract
(that have not yet been invoiced) are automatically selected. Billing documents and invoices get generated for
the selected contracts.
 Note
Only the following three meter reading reasons are available for Bill and Invoice: 01 - Periodic Meter Reading,
02 - Interim Meter Reading with Billing, and 09 - Interim Meter Reading without Billing.

1.2.7.2.2 Payments
This section displays a list of payment document numbers for which payments have been made. The following
payment types are supported in your utilities solution:
● Payment Lot
● Payment Run
● Payment Specification (Displays under the Open Items tab)
● Payment from Cash Desk
In the Payments table, filter for payments based on payment date. The Payments table displays the following
details:
● Payment Document No.

● Posting Date
● Amount Paid
This shows the header payment line items indicating the total payment made on a particular day against
the customer.
● Payment Origin
● External Contract Account
● Cleared Amount
These items indicate partial or complete payments cleared against the open items in the contract account.
● Description
The Payments tab displays the status of payments such as scheduled, posted, and reversed. You can also
cancel a scheduled future payment.
1.2.7.2.3 One Time Payment
Use the Utilities Financials tab of an individual customer to make a one time payment with the existing or new
bank account.
The tab displays the default contract account ID. However, you can select a different account number in the
One Time Payment window. If you select a different account number, the amount and bank details, related to
the selected contract account, are updated accordingly.
The One Time Payment button can be controlled through business actions. For more information about
business actions, see .

You can either pay the outstanding amount (open payable amount), or an amount of your choice. The payment
date can be the current date or a future date.

 Note
The new bank account created as part of this process is stored at the business-partner level and is not
associated with the selected contract account.
1.2.7.2.4 Document Locks
In the Utilities Financials tab screen, for the first section on Open Items, use Actions Create Locks to
create new locks. You need to specify the lock type, reason and duration for the lock.
The selection values for lock types and lock reasons are displayed from the IS-Utilities configuration.. The lock
types Dunning, Payment, Posting and Interest locks are supported for Utilities Contact Center solution. When
you set a lock, the symbol for lock is displayed against the open financial document. You can choose to set one
or more locks on a financial document.

Edit and Delete Locks
To edit or delete lock, click the document lock icon for an open item line. In the dialog box that appears, select
the row for a lock and click Edit, Delete, or Cancel to perform the corresponding action.
1.2.7.2.5 Installment Plans
Create installment plans for open items in an invoice.
The Utilities Contact Center solution supports create, change, and deactivation of an installment plan. All
installment plans for a business partner are displayed in the Installment PlanUtilities Financials tab screen.
Create Installment Plan
1. Under Utilities Financials Installment Plan , click Create Installment Plan to create a new installment
plan.
2. In the Create Installment Plan dialog, select the contract account for which you want to create an
installment plan. On selection of a contract account, the open items are displayed for the contract account.
3. Select one or more open items in the list. The total amount for the installment plan is displayed below the
table. The total amount is the sum of the selected open invoice items.
4. Select an installment Plan Type. Based on the plan type that you select, values for Plan Category, No. of
Installments, Installment Interval, Interval Type, and Amount are defaulted. You can modify these defaulted
values.
5. Enter a start date for the plan.
6. Simulate: When you select Simulate, the list of installments along with the respective due dates is
displayed in the Confirm Installment Plan dialog screen. You can also modify the simulated data; for
example, you can change amount or due date for any of the individual installments in the list.
7. Click Save to save the installment plan.
Change Installment Plan
You can modify the amount for unpaid installments, number of installments and the due date for payment for
an installment plan.
When you change the installment plan amount, the total variance amount is displayed in the Calculated
Variance dialog screen.

Cancel Installment Plan
Select an installment plan and specify the reason for deactivation and the deactivation date if you need to
cancel an existing installment plan. If you don’t specify a date, the current date is defaulted for deactivation.
1.2.7.2.6 Invoice Document
In the Invoice History section in the Utilities Financials screen, click on the hyperlink for the field Invoice No to
display the PDF document for the invoice.
1.2.7.2.7 Payment Plans
Create, edit, display and deactivate payment plans from the Payment Plans tab in the Financials screen.
Payment Plan
The payment plan displays the Payment Plan ID, Type, Contract Account ID, Alternate Starting Month, Status,
Division, Validity, ' and so on. If you have confirmed a contract account in the Utilities 360 screen, the same is
defaulted for the new payment plan and the related contracts are displayed for selection. The system first
creates a proposal based on the previous monthly consumption bills. Edit the amount or go ahead to confirm
and save the payment plan.
Available actions include Create, Edit, Display, and Deactivate payment plans. Edit option allows you to change
the text and amount for the payment plan. The Payment Plan Type BBP is defaulted for payment plans created
in your utilities cloud solution. A new icon highlights the status for a payment plan. The same prerequisites that
apply for creating payment plan in SAP ERP IS-Utilities solution also apply in the utilities cloud solution.
Deactivating a Payment Plan
When you confirm deactivation for a payment plan, the system performs displays the confirmation message
and performs the following actions::
● Displays the last invoice number of the contract for the field Deactivated . The field is blank if no invoice
exists.
● Deletes the starting month for the plan in the ERP system.
● Displays the Deactivated status icon for the status field.
● Displays the deactivation date for .

1.2.7.2.8 Budget Billing Plan
In Utilities Financials, for a valid contract, create a budget billing plan.

After the plan is created, it is displayed in the Budget Billing Plan section.
You can modify an existing budget billing plan.

1.2.7.2.9 Contracts with Meter Reading
Create and update meter readings in this section. On selection of a contract in the table for Contracts, the
corresponding values of existing meter reading are listed in the meter reading table.
 Note
Meter reading is not mandatory for move-in, move-out and transfer.,You can create move-in, move-out and
 Note
 Note
Meter Reading Reason and Note can be defaulted by implementing the post badi for FM
COD_UTILITIES_VALUE_HELP in the ERP system
● Override - Use this option to save an implausible meter reading by overriding the error.

Meter Reading Order
● View meter reading orders in the meter reading table in Utilities Financials tab and under Premise (work
center) Connection Details (tab) .
● Edit meter reading orders in the Utilities Financials tab for customers and in the Connection Details tab in
the Premise work center.
it is possible to add new meter readings and edit the line item.
to create new meter reading only for the following meter reading reasons: 02- Interim meter reading with
Billed.
Related Information
1.2.7.2.10 Manual Postings
When you select Manual Posting, the dialog for creating a miscellaneous posting appears. In this dialog, you
can select a Contract Account, Amount and Posting Reason. Note that if you have confirmed a contract
account in the hierarchy in Utilities 360, the same is defaulted here. You can choose to change your selection.
1.2.7.2.11 Reverse Open Items
Use Reversal to reverse open items. You can select specific open items for reversal so that they appear on the
account status of a customer.
The Reversal option is available on the Open Items table under Utilities Financials screen and on the Account
History table under Utilities Collections screen of a customer.

1.2.7.2.12 Defer Open Items
Use Deferral to defer open items. You can select multiple open items for deferral.
1.2.7.3 Utilities Collections
The Utilities Collections tab displays the collection details of the selected individual customer.
You can view details such as total balance, must pay amount, credit worthiness, and security deposit related to
the customer. By default, the latest or the highest number of contract account is displayed. You can select a
different contract account if you want.
The Creditworthiness Details link displays the selected customer's creditworthiness in the past one year.

The tables that appear on the Utilities Collections tab are as follows:
● Dunning History - Displays the dunning activity of the customer. As an agent, you can simulate dunning to
inform a customer about the next dunning step for an unpaid item.
● Correspondence History
● Account History - Use Reversal to reverse open items. You can select specific open items for reversal so
that they appear on the account status of a customer.

● Returns
● Writeoffs
● Security Deposit - Allows you to reverse or release a security deposit.

1.2.7.4 Utilities Contracts
The Utilities Contracts tab screen displays the contract accounts and contracts attached to contract accounts
in a hierarchical view. In this tab screen, you can create, modify and display contract accounts, create a new
move-in, move-out for an existing installation, transfer a move-in, create a meter reading and edit meter
readings for existing contracts.
Meter Reading [page 165]

In the Utilities Contact Center, you can create and update meter readings. On selection of a contract in
the table for Contracts, the corresponding service addresses along with existing meter reading values
are listed in the meter reading table.
1.2.7.4.1 Meter Reading
 Tip
The meter readings in the Utilities Contracts tab screen are displayed only for the previous one year
calculated at the current date. But the meter readings in the Utilities Overview and Utilities 360 tab screens
display meter readings only for the last five transactions.
 Note
 Note

● Override
Meter Reading Order
● Create and edit meter reading orders in the Utilities Financials tab for customers and in the Connection
Details tab in the Premise work center.
Billed.
 Note
09.
● When creating meter reading for Register1, the system automatically creates meter reading orders for
all other registers associated with the equipments.
Summary of Validations for Meter Readings
Following new validations are available for guided processes (move-in, move-out and transfer)
● New Validate action on the UI for move-in meter reads in guided processes.
● A new status indicator shows if the meter reading has been successful or is errored.

● A flag - Override that allows you to ignore an invalid read and continue to save your move-in.
Validations in Guided Processes
Use Validate UI action to validate meter readings in guided move-in, move-out and transfer.
Validations for Meter Reading Create
● Reset option in the UI dialog for New Meter Reading.

● If meter readings are blank, then meter reading orders are created for meter reading reasons 02 and 09.
● Move-in, move-out and billed meter reads are not editable.
Related Information
1.2.7.5 Utilities Service Orders
The Utilities Service Orders view screen displays a list of service orders for the selected customer.
Service order details include the service order number, contract account, contract, division, reason, date and
status.
 Note
If you check the flag Create Service Order during move-in create, a new service order is created for the
corresponding move-in. Refresh the list to view the new service order.
An agent can select an order code for a service order. This enables a better understanding of the purpose of the
service order.

Create Service Orders
Click New to create a new service order. Enter the details such as the service address, service type, start and
end date and time, service order type, functional location and all the required meter reading details. After
saving the entries, a new row is added in the Service Orders table.
Add additional notes to your service order descriptions up to 250 characters long. The Description itself cannot
exceed 40 characters. Also note that no formatting is available for the notes you create here.
Service Orders During Move-In, Move-Out and Transfer: You can set the flag for Service Order to trigger
creation of a service order for a move-in, move-out and transfer. After successfully completing the
transactions, you can verify that a corresponding service order is created in your cloud solution and in ERP
system.
Change Service Orders
You can only change the start and end date & time for a service order using the menu option Actions
Change Service Order .

Cancel Service Orders
To cancel a service order, you need to invalidate the start and end date & time accordingly using Actions
Cancel Service Order
.
1.2.7.6 Utilities Rate Change
View the current rate category and billing parameters for a customer's contract in the Utilities Rate Change
workcenter view under Customers. In this workcenter view, select a contract and click on Rate Change to:
● Modify the rate category using selection help on the field Proposed Rate.
● Modify the Valid From date. This date is defaulted to one day later than the last billing date. If no date is
specified, then move-in date of the contract is considered as the valid-from date.
● View the following information (represented as installation facts in the SAP ERP system):
○ Current Rate (you cannot modify the current rate but replace it with a new rate using the Proposed
Rate.
○ Last Billing Date (date of the last billed period; if no billed date is available, then the move-in date of the
contract is considered for Valid From date)
○ Installation (installation number)
○ Address (address of the connection object to which the installation is linked)
○ Division
○ Billing Parameters (this table displays the operand, operand description and operand category (such
as Amount, Factor, Integer, Discount, Quantity and so on).
 Note
The following parameters/operands are not supported: Operand categories TQUANT, REFVALUE,
SEASON, RATE TYPE.
Simulate Rate Changes
Simulate rate change in the Utilities Rate Change work center view. Click Simulate in the Rate Change dialog.
In the Rate Simulation dialog, you see details such as the scenario, default rate category, description, start and
end dates for bill period. The simulation result lists the billing amount for different rate categories. User can
change the dates and re-simulate.

1.2.7.6.1 Rate Change using Master Data Template (MDT)
In the Utilities Rate Change work center view, click Rate Change to navigate to the screen where you can
propose a new rate category. Once you are done with updates, click on Rate Change with MDT or Rate Change
based on implementation in your organization.
Administrators can configure the custom implementation using master data template for rate change. Go to
Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Industry Solution Utilities and select the scoping question - Do you want to use Master Data Template for
Rate Change?

1.2.7.7 Utilities Payment Data
Use the Utilities Payment Data tab to view and update the bank details of an individual customer.
 Note
The New and Edit buttons in the Bank Data section can be controlled from the business actions. For more
information about business actions, see .
 Note
For security reasons, only the last four digits of the bank account number are displayed.
While updating the bank details, you can provide a reason for changing the details.
 Note
In Edit Bank Details, if you do not enter a new bank account number or IBAN, the old value is considered for
these fields. Additionally, if you update the bank account number without updating the IBAN details, the old
IBAN details are deleted.
You can also delete the bank data by using the Delete option provided on the Bank Data table. If the bank is
assigned to any contract account, then you can unassign the bank using Unassign option, provided on the
Contract Account table or you can select the unassign and delete option provided under the Delete action.

1.2.7.7.1 View Payment Information for a Contract Account
The Contract Account Payment Method table in the Utilities Payment Data tab displays the payment details of
the contract account.
The Assign button on the Bank Data table allows you to assign the bank data to a customer with the payment
details. When you select a line item from the Bank Data table and click Assign, the Assign Contract Accounts
dialog box appears. Select the contract account for which you want to assign the bank data and save the
changes. You can also assign incoming and outgoing payment methods while assigning the bank details.The
entries appear in the Contract Account Payment Method table.
 Note
The Incoming Payment Method and Outgoing Payment Method drop down menus display only the payment
methods that are related to the bank information.

1.2.7.8 Utilities Owner Allocation
The Utilities Owner Allocationtab of an individual customer displays all the properties that are owned by the
customer. For each property, you can also view the premise, installation and contract account details.
1.2.7.9 Utilities Service Notifications
In the Utilities Service Notifications work center view in Customers , create, edit and even cancel a service
notification. The Create Service Order flag enables you to trigger creation of a parallel service order for a service
notification.
Following details are displayed for service notifications in the launch screen. Search for service notifications
using basic search parameters such as Notification ID, Premise External ID, Customer ID and Description.
Many other search parameters are added to the advanced search.
● Notification ID
● Notification Type
● Description
To these descriptions, you can add additional notes up to 250 characters long. The Description itself
cannot exceed 40 characters long. Also note that no formatting is available for the notes you create here.
● Code Group
● Coding

● Functional Location
● Equipment
 Note
Equipment ID is mandatory if you are creating service notification from the premise, particularly if you
want the service notification to trigger creation of a service order.
● Required Start
 Note
The system validates the start date is on or later than the current date. An error message is displayed if
this validation fails.
● Required End
 Note
The system validates the end date is later than the start date. An error message is displayed if this
validation fails.
● Customer ID
● Premise Address
● Premise Ext. ID
● Service Order ID
● Main Work Center
● Company Code
● Created By
● Created On
When creating the service notification, the customer is defaulted. You must enter the other mandatory values -
Premise Address, Start Date and Notification Type.
 Note
Administrators can configure notification types. Go to Business Configuration Implementation Projects

Your Project Open Activity List Utilities Maintain Notification Type .
An agent can select an order code for a service notification. This enables a better understanding of the purpose
of the service notification.

1.2.7.10 Utilities Addresses
The Utilities Addresses tab helps you to view overview of addresses relevant for a customer.
1.2.7.10.1 View Address Details of a Customer
The Utilities Addresses tab displays details of addresses relevant to the customer, along with the validity dates
and status.The Edit button on the All Addresses table allows you to edit the validity of addresses.

You can now filter the addresses based on their usage types, using the advance search option provided on the
All Addresses table.
You can also view the corresponding usage types of the address selected along with the validity dates in the
Address Usages table.

1.2.7.11 Utilities Exceptions
Relevant BPEM cases are displayed in the Utilities Exceptions tabs in Customer and Premise, respectively.
The exceptions generated in a ticket can be viewed in the Document Flow tab of the ticket and also under the
Utilities Exceptions tab in Customers (for the selected business partner ID) and Premise (for the selected
premise ID). Only exceptions relevant for customers or for the premise are displayed in the table. Click on a row
in the table to display detailed information for an exception. Use search or advanced search criteria to filter for
specific exceptions.
In the Utilities Exceptions tab of a service ticket, you can add up to five objects from Configurable Hierarchy to
create an exception.
Enhancement in Utilities Exceptions
You can view the BPEM Case ID in Utilities-Exception Management section of the service ticket.

Related Information
Business Partner Exception Management (BPEM) - Integration with SAP ERP or S/4HANA System [page 190]
1.2.7.12 Utilities Communications Data
The Utilities Communications Data tab helps you to view independent communication address details of a
customer.
The sections that appear on the Utilities Communications Data tab are as follows:
● Preferred: Displays the preferred field of the customer communictaion data

● Phone Numbers: Search for phone numbers using basic or advance search parameters such as a phone
number.
● Emails: Search for emails using basic or advance search parameters such as an email address.

Create and Edit Address Independent Communication Information
You can now create and edit address independent communication information such as phone numbers and
email addresses in the Utilities Communication Data screen of customer.
The validtaions provided for this are as follows:
● If no independent comminictaion data available for the customer, then the table shows Addbutton and in-
case of alerady existing independent communictaion details, the table shows Edit button.
● You need to select the Do Not Useflag if the number is not in use.
● You can mark the phone number or email ID to be a primary one by using the Primary Telephone/Mobile or
Mainflags.
● You can not use Do Not Use flag, where only one data is available in the table.

1.2.7.13 Utilities Switch Document
The Utilities Switch Document tab displays all the switch documents for a customer - irrespective of the
document status and type.
1.2.8 Sales POD
Sales POD is a point of delivery that you create in your SAP Cloud for Customer system. A new workcenter is
available for Sales POD.
 Note
When you select the release flag for a new sales POD, it updates the status of the sales POD to Released
and subsequently the sales POD appears in the enrollment process..
How you can Use Sales POD
You can
● Create and edit new sales PODs

● Import and export a list of sales PODs
● Group a set of sales PODs and assign values to them
● Use Batch IDs for Sales PODs that can help identify an imported list of PODs or help to set attributes for a
group of PODs.
● Specify validity for sales PODs. Only those sales PODs that are set to Released and that are valid on current
date, are considered for the enrollment process.
Creating a Sales POD
Enter the following details to create a sales POD:

● Select a POD for Type
● Select a Premise for Premise ID
● Set flag for Deregulation POD and Technical POD
● Enter the Address fields such as House Number, City, State, and so on.
Grouping Sales PODs
In the Sales POD work center, select the sales PODs and click Set Grouping under Actions.
 Note
When the Sales POD is being uploaded using oData, it is mandatory to provide atleast one instance of
Grouping per Sales POD, in order to view the Sales POD in the Sales POD Work center.
Delete Sales PoD and Grouping Information
In the Sales POD screen of Utilities view you can delete the Sales PoD, if the status is not set to Released.
You can also navigate to the selected Sales PoD screen and delete the grouping information if more than one
grouping entries are added under the same Sales PoD ID.

1.2.8.1 Utilities Enrollment
Guided process for creating a utilities specific quote.
 Note
To enable the feature for sales quote, you must scope the question Do you want to enable sales quote and
replicate point of delivery from your external application to your cloud solution?. This question scopes sales
quote, contract account, and PoD in product selection. Further, you must also maintain the pricing and
other standard configuration for sales quotes.
The New Quote Wizard guides the users through the steps from obtaining customer and premise information to
finally saving the quote and submitting the switch document. Utilities specifics processes and objects are
added to the standard SAP Cloud for Customer quotation process. For example, you can add multiple point of
deliveries at a time or fill in specific parameters such as contract account or payment terms to help with
product determination and pricing.
Utilities sales quotes process provides these options: API to external pricing or standard integration to SD
pricing in ERP system. Standard integration to create switch document as part quotation process and exits are

provided to allow projects to enhance the switch document. The five process steps are detailed in the sections
below:
Customer
Since you launch the wizard from Accounts/Individual Customer Sales Quotes , the customer name is
defaulted in the quote. Since the quote is utilities specific, the document type is defaulted to Utilities Lean
Quotation and the category determination displays only Quote for Enrollment for selection.
 Note
You can now create sales quote by launching the wizard from Contacts screen.
All involved parties including where the customer is a Bill-To or Ship-To are also listed here. Note that you must
enter a party with role Seller is mandatory for creating the quote using the wizard.
Premise
You need to use the advanced search to find premises. All valid premises for the customer in the cloud solution
are displayed for selection. All point of delivery (PoD) associated with the selected premise are displayed as
individual line items in the table.
 Note
If the product that you have selected has no division attached to it, an error message is displayed that
product for item is missing. You need to ensure that the product that you select is assigned to a division.
Product Proposal
In this process step, you can select products for each PoD line item. You can also select multiple line items and
use Set Product to apply a selected product for all the PoD line items. Similarly, you can use Set Contract
Account and Set Service Date to set the selected values for multiple PoD line items.
 Note
The selection values displayed for contract account are locally retrieved from the cloud solution.
The Switch Type and Switch View are fields from ERP system. You need to specify a switch type and switch view
for each PoD line item. The External PoD identifies the PoD in the ERP IS-U system.

Pricing
Pricing determination is similar to that of a standard quote. You can also use Request External Pricing to fetch
external prices. For more information, see documentation for Pricing in the User Stories Guide.
Review
Review terms and conditions, total pricing and the contract header details such as customer, validity, campaign
validity for customer, mailing address, etc. The Total is the cumulative price for all PoD line items.
Save the new sales quote. Use Actions Submit to submit the quote to ERP. When you submit, a switch
document is created for each line item in ERP and a confirmation for the quote is sent back to the cloud
solution.
 Note
Prospect Customers: When you create a quote for a prospect customer using the enrollment process, On
Submit of a quote in the quotation enrollment process, the prospect customer is confirmed as a customer
in the solution.
Status Management
You can now use Set as Lost or Set as Won options to set the status after submitting the quote. Set as Lost is
available as an action but Set as Won is set automatically when you submit the quote. Note that these options
will only be enabled if valid pricing information is available for the quote. The corresponding status for the
quote is updated based on these options.
 Note
Update Switch Status: You can now trigger the update of swtich ID in the ERP system. Under Sales
Sales Quotes Products use Actions Update Switch Status to update the switch ID in ERP after
you submit the quote using the enrollment process. The on-premise ERP system triggers a notification to
the cloud solution to update the switch document ID.
Related Information

1.2.8.1.1 Integration with Enrollment Process
Business Benefits
With the integration of sales POD (Point of Delivery) with sales quote, you can:
● Search for sales POD when creating a quote.

● Select and submit sales POD in quote.
● Set the release flag for the new sales POD. This updates the status of the sales POD to Released.
● Trigger creation of switch document in IS-Utilities using the sales POD information.
How the Integration Works
In the guided utilities processes (created using guided activity floor plans), when you save and submit the
quote request, a corresponding quote is created and displayed in the quotes overview list. An ISU POD and a
corresponding switch document with the ISU POD are also created. In the Products screen of the quote, the
Market Communication Data section displays the Switch Document ID that is generated from the on-premise
backend system for the quote request.
 Note
The standard POD table in ISU-EUIHEAD is enhanced with the field SALES_POD_ID so that the project can
store the corresponding Sales POD ID. This also updates the Sales POD in Cloud for Customer with
corresponding ISU POD ID.
1.2.9 Front Office Process
Launch the front office processes that you have configured in your S/4HANA system from your utilities cloud
solution. The Launch FOP action in the Customers toolbar launches the front office process that you have
configured and assigned for your utlities solution profile. For more information, see Configuring Front Office
Process.
1.2.9.1 Configure Front Office Process
 Note
In order to use the front office processes, you need to have a minimum version for WEBCUIF 731 and also
implement the note 1890755 .

For more information on configuring front office processes, see the following topics:
● Assign Front Office Processes [page 62]

● Configure Mashup for Front Office Process (FOP) [page 85]
1.2.10 MDT Based Processes
1.2.10.1 Move-In using Master Data Template (MDT)
In the guided move-in process, use the Create Move-In using MDT to use the master data template for creating
guided move-in. You will need this option if you have made custom changes to your move-in implementation
using the master data template. For more information on how to configure the master data template for move-
in, see the related links section below.
To use this feature, you need to scope the scoping question - Do you want to use Master Data Template for
Guided Move-In and Guided Transfer? under Business Configuration Implementation Projects Your
Project Edit Project Scope Questions Industry Solution Utilities Utilies Call Center and Service .
Select this question if you need to use the master data template implementation in order to build-in custom
changes to guided move-in and guided transfer processes. When you select this question, the system fetches
the MDT template for configuration. Further, as part of guided move-in, you will see a new action Move-In using
MDT.
In addition to scoping, the administrator needs to adapt the screens to use the Move-In Using MDT option. Two
options are provided - Move-In (which is set as default) and the Move-In Using MDT.
Related Information
1.2.10.2 Move-In in Transfer using MDT
The Create Transfer using MDT allows you to create a guided move-in using MDT template during the guided
transfer process. You will find this option in the Reivew tab in the guided transfer.
 Note
During implementation, you need to select one of the UI options - Create Transferor Create Transfer using
MDT. It is not possible to include and implement both the approaches together.

Additionally, to enable this feature, administrators must select the scoping question Do you want to use Master
Data Template for Guided Move-In and Guided Transfer? under Business Configuration Implementation
Projects Your Project Edit Project Scope Questions Industry Solution Utilities Utilies Call Center and
Service
 Note
Existing contract account that you have selected is used in this process. However, if you select the option to
create a new contract account is created only for a move-in as part of the transfer (note that a contract
account is created only if you select the option to create a new contract account; selects for a new CA , else
existing CA which is selected by user will be used.. To enable this, maintain the required configuration for
MDT template. For detailed information, see MDT Templates for Move-In, Customer, Contract Account &
Rate Change Using Guided Processes [page 61]
1.2.10.3 Rate Change using Master Data Template (MDT)
Administrators can configure the custom implementation using master data template for rate change. Go to
Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Rate Change?
1.2.10.4 Create Customer Using MDT
The Create Customer in the guided move-in allows you to create a new individual customer or account using
MDT. You will find this option in the Customer & Premise tab in guided move-in. Create a new customer by
enabling New Individual Customer or New Account flags. This enables the Create Customer in the toolbar. When
you enable creating a new individual customer or account, the creation dialog appears. The feature uses MDT
processes to allow a guided process experience in creating a new customer/account.

 Note
To enable this, maintain the required configuration for MDT template. For detailed information, see MDT
Templates for Move-In, Customer, Contract Account & Rate Change Using Guided Processes [page 61]
1.2.10.5 Create Contract Account Using MDT
The Create Contract Account in Customers allows you to create a new contract account using the guided
transfer process. You will find this option in the toolbar for customers.
 Note
To enable this, maintain the required configuration for MDT template. For detailed information, see MDT
Templates for Move-In, Customer, Contract Account & Rate Change Using Guided Processes [page 61]
Edit Cotract Account
A new UI option - Edit Contract Account is provided. Use this option to edit your contract accounts. This
navigates to the Edit Contract Account dialog screen where you can modify and save your entries.
1.2.10.6 Different Master Data Template for Move Processes
In the guided move-in process, Create Move-In using MDT allows you to use different master data templates for
each of the installations in the Premise to create separate move in documents. You need to implement the Pre-
Badi to specify a different Master Data Template for each of the installation as per requirement.
Center and Service.
question.

1.2.11 Account Executive Dashboard
Account Executive Dashboard contains information tiles to show corresponding list view of configured object
for the user’s key accounts.
To set up key accounts you can navigate to Account Team tab in the customer screen and add the name of
account executive as Party Role Employee Responsible.
 Note
The list displays the objects of the customers and accounts for which the logged in user is the Employee
Responsible.
1.2.11.1 Service Orders
Account Executive Dashboard contains informational tile to show all the new and in process service orders for
the user’s key accounts.
You can also use basic and advance search fields to select desired service orders.

1.2.11.2 Exceptions
Account Executive Dashboard contains informational tile to show all the new and in process exceptions for the
user’s key accounts.
You can also use basic and advance search fields to select desired exceptions.
1.2.12 Business Partner Exception Management (BPEM) -

Integration with SAP ERP or S/4HANA System
The section Utilities - Exception Management is added to the Overview tab for tickets. Select a case category
from the value help (drop down) and then click Generate Exception in the toolbar to automatically create a
business partner exception management (BPEM) exception case in the SAP ERP or S/4HANA system. The
case category that you select here determines the main object assigned. Therefore, understand business need
of your organization before selecting the appropriate case category.
You can also track the exception case under Document Flow tab in the tickets.
Maintain the following configuration:
● Define the required case categories in the finetuning under Business Configuration Implementation
Projects Your Project Open Activity List Utilities .
● Do you want to enable creation of BPEM Certification Case under Business Configuration
Implementation Projects Your Project Edit Project Scope Questions Utilities Contact Center and
Service Utilities Exception Management .

● Do you want to delegate service tickets from your cloud solution to an external application under Business
Configuration Implementation Projects Your Project Edit Project Scope Questions
Communication and Informaiton Exchange Integration with External Applications Integration with Sales,
Service and Marketing Processes Service Tickets . This service sends the BPEM case ID created to
cloud solution to update in the document flow. This is a confirmation message from SAP ERP or S/4HANA
system to your cloud solution informing that a BPEM case is created.
For more information, see Business Process Exception Management (BPEM).
BPEM Primary Object Validation
As a part of BPEM finetuning you can now configure your own clarification case categories by setting the
primary object type in the SAP ERP or S/4HANA system and maintain the same case category in Cloud for
Customer finetuning under Business Configuration Overview Utilities Case Category Maintain Case
Category .
 Note
This finetuning is not supported for Auto Code List.
The validation takes place as per the primary object type maintained in Cloud for Customer and is skipped
even if it is maintained in SAP ERP or S/4HANA System.
1.2.12.1 Configure Replication of BPEM Status
As an administrator, you can configure replication of BPEM status to SAP Cloud for Customer, so that service
tickets are closed automatically on the completion of an exception that is linked with the ticket.
Navigate to Administrator General Settings Integration Communication Scenarios . Select Industry

Service Request Replication to External System and configure Replicate BPEM Status from ECC for the
corresponding PI (Process Integration) or CPI (Cloud Process Integration) content.

The following table describes the BPEM case status:
Status Code Status Value
1 New
2 In Process
3 Completed
4 Canceled
6 Confirmed
The following table describes the SAP Cloud for Customer ticket user status:
1 Open
2 In Process
4 Customer Action
5 Completed

6 Closed
The default mapping of the BPEM case status to the SAP Cloud for Customer ticket user status is as follows:
BPEM Case Status Code SAP Cloud for Customer Case Status Code
1 1
2 2
3 5
4, 6 6
To register an event handler for the BPEM case in S/4H, in the SWE2 transaction code, do the following:
● In the CHANGED event of the business partner, enter the following:
To register an event handler for the BPEM case in ERP, in the SWE2 transaction code, do the following:

If you want to change the default mapping the BPEM case status to the SAP Cloud for Customer ticket user
status, implement the following BAdI:
● In S/4H - isu_c4c_bpem_status
● In ERP - cod_erp_util_bpem_status
1.2.12.2 Service Ticket
You can view the Contract Account, Premise and PoD details in the Utilities - Objects section group, under
Overview tab of service ticket screen. You can also navigate to the respective contract account and premise
using the hyperlinks.

In addition to this you can also view the details of premise address under the Utilities - Premise Address section
group.
Service Location Field in Ticket
A detailed Service Location section is now available in the Overview tab of ticket based on the premise selected.
This enables visibility to the field level information for the selected premise.

1.2.13 Audit Trail - Logs in ERP System
You can now use the logs in ERP system to track updates performed in the Utilities Financials screens.
Use transaction code AUT10 to view a log of all the updates performed in your utilities cloud solution. Use
change object ISUC4C_FIN to view the updates. You can also enter a specific date or date range to look up for
the updates in the log.
Audit Log New Design
To avoid confusion while searching for the change documents due to the duplication in CDHDR & CDPOS log
tables, a new table COD_UTIL_AUDTLOG has been introduced for capturing the change documents.The main
technical enhancements include:
● Creation of new table COD_UTIL_AUDTLOG to maintain the standard change document number, Cloud for
Customer user name, logical system, creation date & creation time.
● Standard change document number will act as a link/foreign key between standard log tables (CDHDR &
CDPOS) and Cloud for Customer specific new table.
● Duplication of log table entries is avoided.
1.2.14 Remove Personal Data in Contract Account and Sales

POD
Depersonalization is only available for users with access to the Data Protection and Privacy work center.
The Data Privacy Management tab allows those responsible for data protection issues in an organization to
respond to personal information removal and disclosure.
Various considerations apply for deletion of personal data in contract accounts and sales POD. These are:
● When a business partner is deleted in your solution, the corresponding business partner ID in contract
account and sales POD are depersonalized or removed.
● When logged in with data privacy officer (DPO) authorizations, the Delete icon is displayed to the DPO in
contract account and sales POD work center views. These users can use this option to delete a contract
account or sales POD,
● If a sales POD/contract account are used in a sales quote, then they are blocked for deletion and hence
sales POD or contract account cannot be deleted in the system.
● Similarly, if a business partner is blocked for deletion, then the assigned sales POD or contract account are
blocked for deletion.

1.2.15 Appendix with List of Relevant ERP Transactions
List of Valid Meter Reading Reasons and Statuses
List of Valid Meter Reading Reasons
Meter Reading Reason ID Description
01 Periodic Meter Reading
02 Interim meter reading with billing
03 Final meter reading at move-in/out
06 Meter reading at move-in
09 Interim Meter Reading Without Billing
Important ERP IS-U Transactions for Meter Reading
Transaction Code Function
EL01 Create individual MR order
EL27 List of implausible MR results
EL28 Enter single MR result
EL29 List of plausible MR results
EL30 Meter reading result estimation
EL37 Reverse meter reads
EL31 Monitoring (MR results, billing orders)
Important ERP IS-U Transactions for Move-In
EC50E Create Move-In
EC51E Change Move-In
EC52E Display Move-In
EC53E Reverse Move-IN

Important ERP IS-U Transactions for Move-Out
Important ERP IS-U Transactions for Move-Out
EC55E Create Move-Out
EC56E Change Move-Out
EC57E Display Move-Out
EC58E Reverse Move-Out
1.3 Extensibility
You can extend both the UI screens and the functionality for Utilities Contact Center using the extensibility
framework.
Use PDI extensibility framework to extend UI screens. For functional extensions, SAP predelivers Business Add-
Ins that you can implement to add or modify features.
 Note
You cannot add a KUT field with default value for Utilities Contact Center.
1.3.1 Functional Extensions Using Business Add-Ins
Utilities Contact Center provides business add-ins for both the IS-Utilities backend system and the cloud
solution backend that you can implement for functional extensions.
All the Extensions mentioned in this section extend the Utilities Extensibility BO. The following processes
extend the Utilities Action BO (not Utilities Extension BO):
● Move-In in Move-In Guided Application Framework (GAF)

● Move-In in Transfer GAF
● Create Contract Account in Move-In GAF, Transfer GAF and Customer/Account work center view
● Edit Contract Account in Contract Account work center view
● Create Customer in Move-In GAF and Transfer GAF
The following actions of Guided Application Framework can be extended using UtilitiesActionBO. Pre-
Validations are also possible for these actions.
● Move-In
● Move-Out
● Transfer

1.3.1.1 Contract Accounts
Overview of business add-ins that exist for contract accounts.
Contract Account - Contracts and Blocks
Business Add-In: Contract Account - Contracts and Blocks
Enhancement Imple
mentation Business Object Namespace Input Parameter Output Parameter
UtilitiesContractBlocks UtilitiesExtensibility http:// UtilitiesContractsBA UtilitiesContractsBA

sap.com/xi/AP/CRM/ DIInput DIResult
Global
 Note
You can use the same implementation for display and edit of contract blocks. For display, the parameters
required are CUSTOMER_REMOTE_ID, CA_REMOTE_IDType and UTIL_CONTRACTS_TAB. For edit,
additional parameters include UTIL_CONTRACTS_OLD_TAB, ACTION_CODE and
UTILITIES_MESSAGE_TAB. Note that action code 03 has to be set after the BAdI implementation for edit of
contract blocks.
Utilities Contract Account Locks Actions
Business Add-In: Utilities Contract Account Locks Actions
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesCALocksModi UtilitiesContractAc

sap.com/xi/AP/CRM/ fyBadiInput countLocksActionBA
countLocksActions
Global DIResult

Utilities Contract Account Contract Locks Actions
Business Add-In: Utilities Contract Account Contract Locks Actions
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesCAContracts UtilitiesCAContractAc

sap.com/xi/AP/CRM/ ModifyBadiInput tionsBadiResult
countContractLock
Global
sAction
Utilities Contract Account Details
Business Add-In: Utilities Contract Account Details
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesContractAc UtilitiesContractAc

sap.com/xi/AP/CRM/ countFetchBADIInput countBadiResult
countDetails
Global
Utilities Contract Account Locks
Business Add-In: Utilities Contract Account Locks
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// ContractAccountExe UtilitiesContractAc

sap.com/xi/AP/CRM/ cuteLocksBADI countLocksBADIResult
countLocks
Global
 Note
The same implementation can be used for Create, Edit and Display of contract account locks. For display,
the required parameters are UTIL_CA_LOCKS_TAB, CONTRACT_ACCTID and CUSTOMER_ID. For create,
additional parameters include ACTION_CODE and UTILITIES_MESSAGE_TAB. Note that the action code 02
has to be set after the BAdI implementation for create of contract account locks. For edit, the same
parameters as that used for create (display + create) apply apart from an additional parameter -
UTIL_CA_OLD_LOCKS_TAB. Note that the action code 03 has to be set after the BAdI implementation for
edit of contract account locks.

Utilities Contract and Locks
Business Add-In: Utilities Contract and Locks
Enhancement Imple
UtilitiesContractLocks UtilitiesExtensibility http:// ContractExecute UtilitiesContractLocks

sap.com/xi/AP/CRM/ LocksBADI BADIResult
Global
 Note
The same implementation can be used for Create, Edit and Display of contract locks. For display, the
required parameters are UTIL_CONTRACT_LOCKS_TAB, CONTRACT_ACCTID, CUSTOMER_ID and
CONTRACT_ID. . For create, additional parameters include ACTION_CODE and UTILITIES_MESSAGE_TAB.
Note that the action code 02 has to be set after the BAdI implementation for create of contract account
locks. For edit, the same parameters as that used for create (display + create) apply apart from an
additional parameter UTIL_CONTRACT_OLD_LOCKS_TAB. Note that the action code 03 has to be set after
the BAdI implementation for edit of contract locks.
1.3.1.2 Financials
List of business add-ins for the functionality under Utilities Financials work center view.
Account Overview
Use this business add-in exit Utilities Financial Account Overview to extend the Account Overview service
with financial specific data. The input provides the customer remote object ID, date range filter, filter flags for
data and filter for confirmed objects. The output expected should contain data (If available) for at least: the
following: Invoice History, Payments, Total Balance, Overdue Amount, Open Items, Installment Plan, Contract
Account, Installments.
Business Add-In: . BADI_UTIL_FIN_ACC_OVERVIEW
Enhancement Imple
UtilitiesFinancialAc UtilitiesExtensibility http:// UtilitiesFinancialOver UtilitiesFinancialOver

sap.com/xi/AP/CRM/ viewRequestBADIInput viewBadiResult
countOverview
Global

Utilities Financials Full Reversal
Use this business add-in exit to implement an alternative approach to reversing an invoice. Note that the
appropriate messages must be created through the output message structures.
Business Add-In: Utilities Financials Full Reversal
Enhancement Imple
mentation Business Object Namespace Input Parameters Output Parameters
UtilitiesFullReversal UtilitiesExtensibility http:// UtilitiesFinancialsOver UtilitiesFinancialsOver

sap.com/xi/AP/CRM/ viewBadiInput viewBadiInput
Global
New structure ExecuteService has been introduced in the input parameter

UtilitiesFinancialsOverviewBadiInput. This structure has the below indicator flag:
● InvoiceNow
● BillNow
● InvoiceSimulation
● SubmitMR
● InvoiceMR
● BillAndInvoice
● FullReversal
● AdjustmentReversal
● Rebill
● UpdateMR
If the FullReversalflag is set to true, then the ISU service shall be triggered after the badi call. For example, If
FullReversal flag is set to ‘True’, then the ISU service shall be triggered for Full Reversal after this Badi is
executed.
Utilities Financials Adjustment Reversal
Business Add-In: Utilities Financials Adjustment Reversal
Enhancement Imple
UtilitiesAdjustmentRe UtilitiesExtensibility http:// UtilitiesFinancialsOver UtilitiesFinancialsOver

versal
Global
Use this BAdI exit for an alternative approach adjust reversing a billing document. Note that the appropriate
messages must be created through the output message structures.

● InvoiceNow

● BillNow
● SubmitMR
● InvoiceMR
● BillAndInvoice
● FullReversal
● Rebill
● UpdateMR
If the AdjustmentReversal flag is set to true, then the ISU service shall be triggered after the badi call. For
example, If AdjustmentReversal flag is set to ‘True’, then the ISU service shall be triggered for Adjustment
Reversal after this Badi is executed.
Utilities Financials Get Meter Reading
Business Add-In: Utilities Financials Get Meter Reading
Enhancement Imple
UtilitiesFinancialGet UtilitiesExtensibility http:// UtilitiesFinancialGet UtiltiesFinGetMRBA

sap.com/xi/AP/CRM/ MeterReadingBADIRe DIResult
MeterReading
Global sult
This BAdI is responsible to fill in the retrieved meter reading results through the output. Use this BAdI to
implement a different approach to fetch meter readings for the corresponding invoice selected.
Utilities Financials Update Meter Reading
Business Add-In: Utilities Financials Update Meter Reading
Enhancement Implementation Input Parameter Output Parameter
UtilitiesFinancialMeterReadingUpdate UtiltiesFinGetMRBADIResult UtilitiesFinancialsBadiInput
Use this BAdI exit to implement a different approach to edit and save the meter reading results. The
appropriate messages have to be provided through the output structures.

Utilities Financials Rebill after Bill Reversal
Business Add-In: Utilities Financials Rebill after Bill Reversal
Enhancement Imple
UtilitiesFinancialRebill UtilitiesExtensibility http:// UtilitiesFinancialsOver UtilitiesFinancialsOver

Global
Use this BAdI exit for an alternative approach to the rebill function. The appropriate messages have to be
provided through the output structures.

● InvoiceNow
● BillNow
● SubmitMR
● InvoiceMR
● BillAndInvoice
● FullReversal
● Rebill
● UpdateMR
If the Rebill flag is set to true, then the ISU service shall be triggered after the badi call. For example, If Rebill flag
is set to ‘True’, then the ISU service shall be triggered for Rebill after this Badi is executed.
Enhancement Imple
UtilitiesFinancialMeter UtilitiesExtensibility http:// UtiltiesFinGetMRBA UtilitiesFinancialsBa

sap.com/xi/AP/CRM/ DIResult
ReadingUpdate diInput
Global
The flag ExecuteService has been introduced in the output parameter UtilitiesFinancialsBadiInput. This flag
has the action parameter UpdateMR If the ExecuteService. UpdateMR is set to true, then the ISU service shall
be triggered after the BADI call.

Utilities Financial Meter Reading Estimate
Business Add-In: Utilities Financial Meter Reading Estimate
Enhancement Imple
UtilitiesFinancialMeter UtilitiesExtensibility http:// UtiltiesFinGetMRBA UtiltiesFinGetMRBA

sap.com/xi/AP/CRM/ DIResult DIResult
ReadingEstimate
Global
Use this BAdI exit for implementing an alternative approach to perform the estimate functionality on meter
reading result. The appropriate messages have to be provided through the output structures.
Utilities Financial Meter Reading Override
Business Add-In: Utilities Financial Meter Reading Override
Enhancement Imple

sap.com/xi/AP/CRM/ DIResult diInput
ReadingOverride
Global
Use this BAdI exit to implement an alternative approach to performing the override function on meter reading
result. The appropriate messages have to be provided through the output structures.
Utilities Financials Locks
Business Add-In: Utilities Financials Locks
Enhancement Imple
UtilitiesFinancialLocks UtilitiesExtensibility http:// UilitiesFinancialLocks UtilitiesFinancialLock

sap.com/xi/AP/CRM/ DisplayBadiInput BadiResult
Global
Use this BAdI exit to implement an alternative approach to fetch the locks for a corresponding open document.
The BAdI needs to fill the lock details through output structures.
New structure ExecuteService has been introduced in the input parameter UtilitiesFinancialLockBadiResult.
This structure has the below indicator flag:
● CreateLock
● DisplayLocks
● EditLock

● Delete
If the DisplayLocks flag is set to true, then the ISU service shall be triggered after the BAdI call. For example, If
DisplayLocks flag is set to ‘True’, then the ISU service shall be triggered for Display Locks after this Badi is
executed.
Utilities Financial Create Locks
Business Add-In: Utilities Financial Create Locks
Enhancement Imple
UtilitiesFinancialCrea UtilitiesExtensibility http:// UtilitiesFinancialCrea UtilitiesFinancialCrea

sap.com/xi/AP/CRM/ teLocksBadiInput teLockBadiResult
teLocks
Global
Use this BAdI exit to implement an alternative approach to create the locks for a corresponding open
document. The appropriate messages have to be provided through the output structures.

UtilitiesFinancialCreateLockBadiResult. This structure has the below indicator flag:
● CreateLock
● DisplayLocks
● EditLock
● Delete
If the CreateLock flag is set to true, then the ISU service shall be triggered after the BAdI call. For example, If
CreateLock flag is set to ‘True’, then the ISU service shall be triggered for Create Lock after this BAdI is
executed.
Utilities Financial Edit Locks
Business Add-In: Utilities Financial Edit Locks
Enhancement Imple
UtilitiesFinancialEdit UtilitiesExtensibility http:// UtilitiesFinancialEdi UtilitiesFinancialEdi

sap.com/xi/AP/CRM/ tLockBadiInput tLocksBadiResult
Locks
Global
Use this BAdI to implement an alternative approach to edit the locks for a corresponding open document. The

UtilitiesFinancialEditLocksBadiResult. This structure has the below indicator flag:
● CreateLock

● DisplayLocks
● EditLock
● Delete
If the EditLock flag is set to true, then the ISU service shall be triggered after the badi call. For example, If
EditLock flag is set to ‘True’, then the ISU service shall be triggered for Edit Lock after this Badi is executed.
Utilities Financial Delete Locks
Business Add-In: Utilities Financial Delete Locks
Enhancement Imple
UtilitiesFinancialDele UtilitiesExtensibility http:// UtilitiesFinancialDele UtilitiesFinancialDelte

sap.com/xi/AP/CRM/ teLocksBadiInput LocksResult
teLocks
Global
Use this BAdI to implement an alternative approach to delete the locks for a corresponding open document.
The appropriate messages have to be provided through the output structures.
New structure ExecuteService has been introduced in the input parameter UtilitiesFinancialDelteLocksResult.
● CreateLock
● DisplayLocks
● EditLock
● Delete
If the Delete flag is set to true, then the ISU service shall be triggered after the badi call. For example, If Delete
flag is set to ‘True’, then the ISU service shall be triggered for Delete Lock after this Badi is executed.
Utilities Dunning History
Business Add-In: UtilitiesDunningHistory
Enhancement Imple
UtilitiesDunningHis UtilitiesExtensibility http:// UtilitiesServiceDun UtilitiesServiceDun

sap.com/xi/AP/CRM/ ningHistoryBadiInput ningHistoryBadiInput
tory
Global

Utilities Installment Plan
Business Add-In: Utilities Installment Plan Badi
Enhancement Imple
UtilitiesInstallment UtilitiesExtensibility http:// UtilitiesInstallment UtilitiesInstallment

Plan sap.com/xi/AP/CRM/ PlanBadiInput PlanBadiInput
Global
Use this add-in to implement an alternative approach for the function on installment plan. This exit needs to fill
the action code (mandatory) in the output structures to correspond the action performed in add-in. The
Success/Error message to be filled in UTIL_MESSAGE table in the exit. The appropriate messages have to be
provided through the output structures. This add-in handles the following actions as per the action codes:
● Simulate Installment Plan-1 (Action code)

● Create Installment Plan - 2 (Action code)
● Change Installment Plan - 3 (Action code)
● Cancel Installment Plan - 4 (Action code)
The flag ExecuteServiceIndicator has been introduced in the input parameter

UtilitiesInstallmentPlanBadiInput. This flag has the below components:
● Edit
● Cancel
● Create
● Simulate
The above mentioned ‘Execute’ flag works in combination with the Action Code. If the execute flag is set to true
(for the corresponding action code), then the ISU service shall be triggered after the badi call. For example, If
Action Code is ‘2’ and ExecuteServiceIndicator. CreateInstallmentPlan is set to ‘True’, then the ISU service shall
be triggered for Create Installment plan after this Badi is executed.
Enhancement of Utilities Create Billing
Business Add-In: Enhancement of Utilities Create Billing
Enhancement Imple
UtilitiesCreateBilling UtilitiesExtensibility http:// UtilitiesFinancialOver UtilitiesFinancialCrea

sap.com/xi/AP/CRM/ view teBillingBADIResult
Global

Create Bill Actions
Business Add-In: Create Bill Actions
Enhancement Imple
UtilitiesCreateBillin UtilitiesExtensibility http:// UtilitiesFinancialCrea UtilitiesFinancialCrea

gActions sap.com/xi/AP/CRM/ teBillingBADIResult teBillingActionsBADIR
Global esult
Use this add-in to implement an alternative approach to perform billing operations. This exit needs to fill the
action code (mandatory) in the output structures to correspond the action performed in add-in. The
appropriate messages have to be provided through the output structures. This add-in handles the following
actions as per the action codes:
● Invoice Now - 03 (Action code)

● Bill Now - 02 (Action code)
● Submit Meter Reading - 01 (Action code)
● Invoice Simulation - 04 (Action code)
● Bill and Invoice -05 (Action Code)
● Invoice Now Mr – 06 (Action Code)
The flag ExecuteServiceIndicator has been introduced in the output parameter

UtilitiesFinancialCreateBillingActionsBADIResult. This flag has the below components for all above Six Action
Codes.
(for the corresponding action code), then the ISU service shall be triggered after the BADI call. For example, If
Action Code is ‘01’ and ExecuteServiceIndicator. Submit_MR is set to ‘True’, then the ISU service shall be
triggered for Submit Meter Reading after this Badi is executed.
Utilities Budget Billing Overview
Business Add-In: Budget Billing Overview
Enhancement Imple
UtilitiesBudgetBillin UtilitiesExtensibility http:// UtilitiesBudgetBilling UtilitiesBudBillBadiRe

gOverview sap.com/xi/AP/CRM/ FetchBAdIInput sult
Global

Utilities Budget Billing Actions
Business Add-In: Utilities Budget Billing Actions (Simulate,Create,Edit,Deactivate)
Enhancement Imple
UtilitiesBudgetBillin UtilitiesExtensibility http:// UtilitiesBudgetBillin UtilitiesBudgetBillin

gActions sap.com/xi/AP/CRM/ gActionBadiInput gActionBadiResult
Global
The below components are introduced in ‘UtillitiesBudgetBillingCurrentAction’ parameter of Input Parameter

UtilitiesBudgetBillingActionBadiInput, to give details about Custom Action.
● CustomAction : flag
● ActionName : Text field
Utilities Financial Actions
Business Add-In: UtilitiesFinancialActionsBADI
Enhancement Imple
UtilitiesFinancialAc UtilitiesExtensibility http:// UtilitiesFinancialAc UtilitiesFinancialAc

tionsBADI sap.com/xi/AP/CRM/ tionsBADiInput tionsBadiResult
Global
Structure UtilitiesInvoices has been introduced in the input parameter UtilitiesFinancialActionsBADiInput and
output parameter UtilitiesFinancialActionsBadiResult.
The below components are introduced in ‘CurrentAction’ parameter of Input Parameter

UtilitiesFinancialActionsBADiInput, to give details about Custom Action.
The UtilitiesFinancialActionsBadiResult has the parameter SkipActions. When the SkipActions, ManualPosting
is set to false, then the ISU service shall be triggered after the BADI call.

1.3.1.3 Premise
List of business add-ins for the functionality under Premise work center view.
UtilitiesPremise
Business Add-In: UtilitiesPremise
Enhancement Imple
UtilitiesPremise UtilitiesExtensibility http:// UtilitiesPremiseFetch UtilitiesPremiseBadiR

sap.com/xi/AP/CRM/ BAdIInput esult
Global
Use this BAdI exit for extending the Premise Service. The input provides the Premise UUID and the Remote
Object ID, and the output expected should contain data (If available) for at least the following:
● Customer History (UtilitiesPremiseCustomerHistory)

● Highlights (UtilitiesPremiseHighlights)
● Object Hierarchy (UtilitiesPremiseObjectHierarchy)
● Installation (UtilitiesPremiseObjectHierarchyInstallationDetails)
● Meter Reading (UtilitiesPremiseObjectHierarchyMeterReadingDetails)
 Note
1. The ID for an “Object Hierarchy” object of type “Installation / Point of Delivery” should be maintained
as "<INSTALLATION ID> / <POD ID>”, (Eg: “11678 / 20000012”)
2. The TYPE_CODE for objects in the object hierarchy must be maintained as follows:
Type Code Object
1 Installation / Point of Delivery
2 Device

UtilitiesPremiseCancelMoveInMoveOut
Business Add-In: . UtilitiesPremiseCancelMoveInMoveOut
Enhancement Imple
UtilitiesPremiseCan UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

celMoveInMoveOut sap.com/xi/AP/CRM/ put esult
Global
Use this BAdI exit for implementing an alternative approach for cancelling a Move In or a Move Out action. The
appropriate messages have to be provided through the output.
 Note
● The flag CANCEL_MOVE_IN_IMPL should be marked “true” if “Cancel Move In” has been implemented.
● The flag CANCEL_MOVE_OUT_IMPL should be marked “true” if “Cancel Move Out” has been
implemented.
UtilitiesPremiseEditMoveInMoveOut
Business Add-In: UtilitiesPremiseEditMoveInMoveOut
Enhancement Imple
UtilitiesPremiseEdit UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

MoveInMoveOut sap.com/xi/AP/CRM/ put esult
Global
Use this business add-in exit to implement an alternative approach for editing a Move In or a Move Out action.
The appropriate messages have to be provided through the output.
 Note
● The flag EDIT_MOVE_IN_IMPL should be marked “true” if “Edit Move In” has been implemented.
● The flag EDIT_MOVE_OUT_IMPL should be marked “true” if “Edit Move Out” has been implemented.

UtilitiesPremiseMoveIn
Business Add-In: UtilitiesPremiseMoveIn
Enhancement Imple
UtilitiesPremiseMoveIn UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

sap.com/xi/AP/CRM/ put esult
Global
Use this BAdI exit to implement an alternate approach for Move In action. The appropriate messages have to be
provided through the output.
 Note
UtilitiesPremiseMoveOut
Business Add-In: UtilitiesPremiseMoveOut
Enhancement Imple
UtilitiesPremiseMove UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

Out sap.com/xi/AP/CRM/ put esult
Global
Use this BAdI exit to implement an alternative approach for Move Out action. The appropriate messages have
to be provided through the output.
UtilitiesInstallation
Enhancement Imple
UtilitiesInstallation UtilitiesExtensibility http:// UtilitiesInstallation UtilitiesInstallationBa

sap.com/xi/AP/CRM/ FetchBAdIInput diResult
Global
Use this business add-in exit for extending the Installation Service. The input provides the Premise External ID
and the Installation ID, and the output expected should contain data for the provided installation (If available)
for at least: the following:
● Installation (UtilitiesInstallationDetails)
● Device (UtilitiesInstallationDeviceDetails)
● Meter Reading (UtilitiesInstallationDeviceRegisterDetails)

The structure UtilitiesInstallationDeviceNotesDetails has been introduced in the UtilitiesInstallationBadiResult
parameter of input and output parameter.
UtilitiesInstallationEstimateMeterReading
Business Add-In: UtilitiesInstallationEstimateMeterReading
Enhancement Imple
UtilitiesInstallationEsti UtilitiesExtensibility http:// UtilitiesInstallationBa UtilitiesInstallationBa

mateMeterReading sap.com/xi/AP/CRM/ diInput diResult
Global
Use this business add-in exit to implement an alternative approach estimating meter readings. The appropriate
messages have to be provided through the output. The output structure MR_ESTIMATES should contain the
requested meter reading estimates.
The flag ExecuteAction has been introduced in the output parameter UtilitiesInstallationBadiResult. This flag
has the estimate component. If the execute flag is set to true for estimate ,then the ISU service shall be
triggered after the badi call.
UtilitiesInstallationOverrideMeterReading
Business Add-In: UtilitiesInstallationOverrideMeterReading
Enhancement Imple
UtilitiesInstallationO UtilitiesExtensibility http:// UtilitiesInstallationBa UtilitiesInstallationBa

verrideMeterReading sap.com/xi/AP/CRM/ diInput diResult
Global
Use this business add-in exit to implement an alternative approach for overriding meter readings. The
The flag SkipAction has been introduced in the output parameter UtilitiesInstallationBadiResult. This flag has
the override component. If the skip flag is set to true for override ,then the ISU service will not be triggered after
the badi call.

UtilitiesInstallationUpdateMeterReading
Business Add-In: UtilitiesInstallationUpdateMeterReading
Enhancement Imple
UtilitiesInstallationUp UtilitiesExtensibility http:// UtilitiesInstallationBa UtilitiesInstallationBa

dateMeterReading sap.com/xi/AP/CRM/ diInput diResult
Global
Use this business add-in exit to implement an alternative approach for updating meter readings. The
the update component. If the skip flag is set to true for update ,then the ISU service will not be triggered after
the badi call.
UtilitiesPremiseActions
Business Add-In: UtilitiesPremiseActions
Enhancement Imple
UtilitiesPremiseAc UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

tions sap.com/xi/AP/CRM/ put esult
Global
UtilitiesPremiseDetails
Business Add-In: UtilitiesPremiseDetails
Enhancement Imple
UtilitiesPremiseDetails UtilitiesExtensibility http:// UtilitiesPremiseDe UtilitiesPremiseDe

sap.com/xi/AP/CRM/ tailsFetchBADIInput tailsBadiResult
Global

UtilitiesDisconnectionDocuments
Business Add-In: UtilitiesDisconnectionDocuments
Enhancement Imple
UtilitiesDisconnection UtilitiesExtensibility http:// UtilitiesDisconnection UtilitiesDisconnection

DocumentsActions sap.com/xi/AP/CRM/ DocumentsBadiActio DocumentsActionBa
Global nInput diResult
1.3.1.4 Contracts
Overview of Business Add-Ins that exist for the Utilities Contracts work center view functionality.
Overview Fetch and Refresh
Business Add-In: Overview Fetch and Refresh
Enhancement Imple
UtilitiesOverviewEn UtilitiesExtensibility http:// UtilitiesOverviewBA UtilitiesOverviewBa

hancement sap.com/xi/AP/CRM/ dIInput diResult
Global
● Results - Following tables are retreived:

○ Contract Account - UtilitiesContractAccountTable
○ Contracts - UtilitiesContractsTable
○ Meter Reading - UtilitiesContractMeterReadsTable
○ Division/Service Order Table in Move-In - UtilitiesContractServiceOrderIn
○ Division/Service Order Table in Move-Out - UtilitiesContractsServiceOrderOut
Contract Account Create
Business Add-In: Contract Account Create
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesCreateContrac UtilitiesCreateContrac

sap.com/xi/AP/CRM/ tAccountBaDIInput tAccountBaDIInput
counts
Global

 Note
The ACTION_CODE value will be sent from the cloud solution to PDI to set the condition for BADI
implementation. After any BADI implementation, ACTION_CODE is to be sent back to the cloud solution to
determine the action for which the add-in is implemented.
 Note
The display contract account is retrieved locally in the cloud solution using buffer and therefore BADI is not
implemented for display of contract account.
Contract Account Change
Business Add-In: Contract Account Change
UtilitiesCreateContractAccount ● UtilitiesCreateContractAccountBa ● UtilitiesCreateContractAccountBa

DIInput DIInput
● ACTION_CODE = 02 ● ACTION_CODE = 01
● UTILITIES_MESSAGE_TAB (For
success/error message)
 Note
Move-In
Business Add-In: Move-In
Enhancement Imple
UtilitiesContractsMo UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

sap.com/xi/AP/CRM/ put diResult
veIn
Global

Move-Out
Business Add-In: Move-Out
Enhancement Imple
UtilitiesContractsMo UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

veOut
Global
Transfer
Business Add-In: Transfer
Enhancement Imple
mentation Business Object Input Parameters Output Parameters
UtilitiesContract UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

sTransfer
Global
Estimate
Business Add-In: Estimate
Enhancement Imple
UtilitiesContractsMe UtilitiesExtensibility http:// UtilitiesMeterReadBa UtilitiesMeterReadBa

terReadingEstimate sap.com/xi/AP/CRM/ diInput diInput
Global
Edit Move-In
Business Add-In: Edit Move-In
Enhancement Imple
UtilitiesContractsEdit UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

MoveIn
Global

Edit Move-Out
Business Add-In: Edit Move-Out
Enhancement Imple
UtilitiesContractsEdit UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

MoveOut
Global
Cancel Move-In
Business Add-In: Cancel Move-In
Enhancement Imple
UtilitiesContractsCan UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

celMoveIn/CancelMo
Global
veOut
Cancel Move-Out
Business Add-In: Cancel Move-Out
Enhancement Imple
UtilitiesContractsCan UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

celMoveOut
Global
Create Meter Reading
Business Add-In: Create Meter Reading
Enhancement Imple
UtilitiesContractsMe UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

terReading
Global

Edit Meter Reading
Business Add-In: Edit Meter Reading
Enhancement Imple

terReading
Global
Override
Business Add-In: Override
Enhancement Imple

terReading
Global
Fetch Meter Reading Data
Business Add-In: Fetch Meter Reading Data
Enhancement Imple
UtilitiesFetchMRData UtilitiesExtensibility http:// UtilitiesMoveInBadiIn UtilitiesOverviewBa

Global

1.3.1.5 Collections
Overview of Business Add-Ins that exist for the Utilities Collections work center view functionality.
Utilities Collection Customer Overview
Business Add-In: UtilitiesCollectionCustomerOverview
Enhancement Imple
UtilitiesCollectionCus UtilitiesExtensibility http:// UtilitiesCustomerOver UtilitiesCustomerOver

tomerOverview sap.com/xi/AP/CRM/ viewBADIInput viewBADIInput
Global
UtilitiesDunningHistory
Enhancement Imple

tory sap.com/xi/AP/CRM/ ningHistoryBadiInput ningHistoryBadiInput
Global
UtilitiesAccountHistory
Business Add-In: UtilitiesAccountHistory
Enhancement Imple
UtilitiesAccountHistory UtilitiesExtensibility http:// UtilitiesAccountHistor UtilitiesAccountHistor

sap.com/xi/AP/CRM/ yBADIInput yBADIInput
Global

UtilitiesCorrespondenceHistory
Business Add-In: UtilitiesCorrespondenceHistory
Enhancement Imple
UtilitiesCorresponden UtilitiesExtensibility http:// UtilitiesServiceCorres UtilitiesServiceCorres

ceHistory sap.com/xi/AP/CRM/ pondenceHistoryBa pondenceHistoryBa
Global diInput diInput
UtilitiesCorrespondenceHistoryActions
Business Add-In:UtilitiesCorrespondenceHistoryActions
Enhancement Imple

ceHistory sap.com/xi/AP/CRM/ pondenceHistoryBa pondenceHistoryAc
Global diActionInput tionBadiResult
UtilitiesWriteOffs
Business Add-In: UtilitiesWriteOffs
Enhancement Imple
UtilitiesWriteOffs UtilitiesExtensibility http:// UtilitiesWriteOffsBA UtilitiesWriteOffsBA

sap.com/xi/AP/CRM/ DIIn DIIn
Global
UtilitiesSecurityDepositActions
Business Add-In: UtilitiesSecurityDepositActions
Enhancement Imple
UtilitiesSecurityDepo UtilitiesExtensibility http:// UtilitiesSecurityDepo UtilitiesSecurityDepo

sitActions sap.com/xi/AP/CRM/ sitActionsBADIInput sitActionBADIRes
Global ponse

UtilitiesSecurityDeposit
Business Add-In: UtilitiesSecurityDeposit
Enhancement Imple
UtilitiesSecurityDepo UtilitiesExtensibility http:// SecurityDepositBADIIn SecurityDepositBADIIn

sit sap.com/xi/AP/CRM/
Global
UtilitiesReturns
Enhancement Imple
UtilitiesSecurityDepo UtilitiesExtensibility http:// UtilitiesReturnsBA UtilitiesReturnsBA

sit sap.com/xi/AP/CRM/ DIInput DIInput
Global
UtilitiesCreditWorthiness
Business Add-In: UtilitiesCreditWorthiness
Enhancement Imple
UtilitiesCreditWorthi UtilitiesExtensibility http:// UtilitiesCreditWorthi UtilitiesCreditWorthi

ness sap.com/xi/AP/CRM/ nessBADIInput nessBADIInput
Global

Overview of business add-in exits for service orders. BAdI exits are provided for service orders overview, create
and change. As the cancel service order pop up is just a text box, BAdI is not provided for cancel.
Enhancement Imple
UtilitiesServiceOrderO UtilitiesExtensibility http:// UtilitiesOverviewBA UtilitiesServiceOrder

sap.com/xi/AP/CRM/ dIInput BadiInput
verview
Global
Utilities Service Order Create
Business Add-In: Utilities Service Order Create
Enhancement Imple
UtilitiesServiceOrders UtilitiesExtensibility http:// UtilitiesServiceOrder UtilitiesServiceOrder

sap.com/xi/AP/CRM/ BadiInput BadiInput
Global
 Note
The ACTION_CODE value will be sent from the cloud solution to the PDI to set the condition for BADI
implementation. After the BADI implementation, the ACTION_CODE must be sent back to the cloud
solution to determine the action for which BADI is implemented.
The flag ExecuteService is added in the input structure UtilitiesServiceOrderBadiInput and the ExecuteService
flag has below components:
● CREATE
● CHANGE
● CANCEL

Utilities Service Order Change
Business Add-In: Utilities Service Order Change
BADI_UTIL_SERVICE_ORDER ● UtilitiesServiceOrderBadiInput ● UtilitiesServiceOrderBadiInput

 Note
Business add-ins for functionality available under Utilities 360 work center view.
Utilities 360 Object Hierarchy
Business Add-In: Utilities 360 Facet Object Hierarchy
Enhancement Imple
Utilities360facetOb UtilitiesExtensibility http:// Utilities360ViewRoo Utilities360ObjectHier

jectHierarchy sap.com/xi/AP/CRM/ tElements archyBadiResult
Global
The hierarchy is built in the standard delivery. Use this BAdI exit for extending the Utilities 360 data fetch
service. The input provides the Customer remote object ID, filter flags for data as per POD, premise and
Contract Account. The output expected should contain data (if available) for at least:
● Utillities360FacetRoot - Utilities 360 Root – More Indicator

● Utillities360FacetObjectHierarchyCCADetails - Collective Contract Account Details
● Utillities360FacetObjectHierarchyCADetails - Contract Account Details
● Utillities360FacetObjectHierarchyPremiseDetails - Premise Details
● Utillities360FacetObjectHierarchyContractDetails - Contract Details
● Utillities360FacetObjectHierarchyInstallationDetails - Installation Details
● Utillities360FacetObjectHierarchyDeviceDetails - Device Details
● Utillities360HighlightsAlerts - Alerts – [Deprecated]
● Utilities360Highlights - Highlights - [Deprecated]

● Utilities360Highlight - Highlights
Utilities 360 Facet Object Hierarchy Overview
Enhancement
Implementa Business Ob Input Parame Output Param
tion ject Namespace Interface Method ter eter
Utilities360fac UtilitiesExtensi http:// IF_BADI_UTIL_ EXE Utilities360Ob Utilities360Ob

etObjectHier bility sap.com/xi/AP/ jHierBAdIInput jectHierarchy
360_OBJ_HI CUTE_360_OB
archyOverview CRM/Global BadiResult
ERARCHY JECT_HIERAR
CHY
UtilitiesCustomerHistory
Business Add-In: BadiUtilitiesCustomerHistory
Enhancement Imple
UtilitiesCustomerHis UtilitiesExtensibility http:// UtilitiesOverviewBA UtilitiesOverviewBa

tory sap.com/xi/AP/CRM/ dIInput diResult2
Global
Following are the table details from output structure:
● UTIL_CONTRACTS_TAB - For Contracts Table

● UTIL_PAYMENTS_TAB - For Payments Table
● UTIL_INVOICES_TAB - For Invoice table
● UTIL_SRV_ORDS_TAB - For Service Order Table
Utilities 360 Recent History - Get Utilities Business Contact
Business Add-In: UtilitiesBusinessContactGet
Enhancement Imple
UtilitiesBusinessCon UtilitiesExtensibility http:// UtilitiesBusinessCon UtilitiesBusinessCon

tactGet sap.com/xi/AP/CRM/ tactFetchBadIInput tactBadiResult
Global

Utilities Locks
Business Add-In: Utilities Locks
Enhancement Imple
UtilitiesOverviewLocks UtilitiesExtensibility http:// UtilitiesLocksBadiRe UtilitiesLocksBadiRe

sap.com/xi/AP/CRM/ sult sult
Global
Utilities Object Hierarchy
Business Add-In: Utilities Object Hierarchy
Enhancement Imple
Utilities360ObjectHier UtilitiesExtensibility http:// Utilities360ObjectHier Utilities360ViewAc

archyAction sap.com/xi/AP/CRM/ archyActionBadiInput tionBadiResult
Global
1.3.1.8 Alerts
Overview of business add-in that exists for alerts.
Alerts - Get Utilities Alerts
Business Add-In: Alerts - Utilities Alerts Get
Enhancement Imple
UtilitiesAlertsGet UtilitiesExtensibility http:// UtilitiesAlertsFetchBa UtilitiesAlertsBadiRe

sap.com/xi/AP/CRM/ dIInput sult
Global

Alerts - Prefilling extension fields to the selection parameter
Business Add-In: Alerts - UtilitiesAlertsPreGet
Enhancement Imple
UtilitiesAlertsPreGet UtilitiesExtensibility http:// UtilitiesAlertsFetchBa UtilitiesAlertsBadiRe

Global
1.3.1.9 Exception Management
Overview of business add-in that exists for exeption management.
Exception Management - Get Utilities BPEM
Business Add-In: Exception Management - Utilities BPEM Get
Enhancement Imple
UtilitiesBPEMGet UtilitiesExtensibility http:// UtilitiesBPEMFetchBa UtilitiesBPEMBadiRe

Global
UtilitiesBPEMActions
Business Add-In:UtilitiesBPEMActions
Enhancement Imple
UtilitiesBPEMActions UtilitiesExtensibility http:// UtilitiesBPEMBadiAc UtilitiesBPEMAction

sap.com/xi/AP/CRM/ tionInput BadiResult
Global

1.3.1.10 Payment Data
Overview of business add-ins that exist for payment data.
Utilities Payment Data Overview
Business Add-In: UtilitiesPaymentDataOverview
Enhancement Imple
UtilitiesPaymentDa UtilitiesExtensibility http:// UtilitiesPaymentData UtilitiesPaymentData

sap.com/xi/AP/CRM/ FetchBAdIInput BAdIResult
taOverview
Global
Utilities Payment Data Actions
Business Add-In: UtilitiesPaymentDataActions
Enhancement Imple
UtilitiesPaymentDa UtilitiesExtensibility http:// UtilitiesPaymentDa UtilitiesPaymentDa

sap.com/xi/AP/CRM/ taActionBAdIInput taActionBAdIResult
taActions
Global
1.3.1.11 Rate Category
Overview of business add-in that exists for rate category.
Utilities Contracts Installation Facts Modify
Business Add-In: UtilitiesContractsInstallationFactsModify
Enhancement Imple
UtilitiesContractsIn UtilitiesExtensibility http:// UtilitiesRateCategory UtilitiesRateCategory

sap.com/xi/AP/CRM/ ChangeBADIInput ChangeBADIOutput
stallationFactsModify
Global
The flag SkipAction has been introduced in the parameter UtilitiesRateCategoryChangeBADIInput. If the skip
flag is set to true for override ,then the ISU service will not be triggered after the badi call

1.3.1.12 Service Notification
Overview of business add-ins that exist for service notification.
Utilities Service Notification Overview
Business Add-In: UtilitiesServiceNotificationOverview
Enhancement Imple
UtilitiesServiceNotifi UtilitiesExtensibility http:// UtilitiesServiceNotifi UtilitiesServiceNotifi

sap.com/xi/AP/CRM/ caionFetchBAdIInput cationBadiResult
cationOverview
Global
Utilities Service Notification Actions
Business Add-In: UtilitiesServiceNotificationActions
Enhancement Imple

sap.com/xi/AP/CRM/ caionModifyBAdIInput cationBadiResult
cationActions
Global
1.3.1.13 Rate Change
Overview of business add-in that exists for rate change.
Utilities Contract Installation Facts
Business Add-In: UtilitiesContractInstallationFacts
Enhancement Imple
UtilitiesContractInstal UtilitiesExtensibility http:// UtilitiesInstallation UtilitiesInstallation

sap.com/xi/AP/CRM/ FactsBADIInput FactsBadiResult
lationFacts
Global
The flag SkipAction has been introduced in the parameter UtilitiesInstallationFactsBADIInput. If the skip flag is
set to true for override ,then the ISU service will not be triggered after the badi call

1.3.1.14 Switch Document for Enrollment Process
Overview of business add-in exits for switch documents created for utilities guided quote.
Use this business add-in exit for extending the functions for both create and fetch for the switch document
from the ERP system.
Business Add-In: Logical Port for Notification Service
Enhancement Implementation
COD_UTILITIES_QUOTE_NOTIF_PORT
Use this business add-in exit for the enrollment process. Use this add-in to set the logical port for the
notification service that updates the switch document ID back to the cloud solution in the customer quote line
item.
1.3.1.15 Enrollment Product Proposal
Business add-in exit for extending implementation for product proposal in the enrollment process.
Product Proposal for Enrollment Process
Business Add-In: Product Proposal for Enrollment Process
BADI_UTILITIES_PROD_PROPOSAL BADI_UTILITIES_PROD_PROPOSAL_C BADI_UTILITIES_PROD_PROPOSAL_C
Use this Business Add-in exit to propose product for each line item in the Enrolment GAF based on existing and
custom fields available in quote. The input data has the UUID of the quote line item and the output should have
the quote line item UUID and the corresponding Product ID that has to be defaulted against that line item.
1.3.1.16 Customer Search
Business Add-In for the customer search feature.
Customer Search
Use the Customer Search add-in to extend the customer search feature.

Business Add-In - Customer Search
Enhancement Implementation Business Object Namespace
UtilitiesAccountSearch UtilitiesAccountSearch http://sap.com/xi/AP/CRM/Global
1.3.1.17 Move Processes(GAF)
You can add custom fields to the Move In and Move Out tables under the Services step of GAF Move processes
by following the below process of Auto-mapping.
Follow the below steps for the mapping process:
1. Add custom fields in Cloud for Customer and note the ES Names for the same.
2. Implement the post business add-in in ERP under Function Module COD_UTILITIES_VALUE_HELP.
3. Send the ES Name for each field in extension data
1. In the post bAdi implementation, populate the ES Name of the Cloud for Customer custom field in the
fieldname and corresponding value in fieldvalue.
 Note
Auto mapping of custom fields is only applicable for element data types.
 Note
New Contract Account Indicator and Mailing Address Indicator flags are released to be consumed in PDI.
These flags once set in PDI shall behave as per the logic in PDI (In After Modify Event - which would be
called every time a field changes on the UI).

Overview of business add-in that exists for Utilities Addresses.
 Note
: Utilities Addressesand Utilities Communication Data screens have a common BADI. If the BADI is
implemented then data in both facets needs to be passed from PDI.
Utilities Addresses - Display
Business Add-In: Utilities Addresses - UtilitiesCustomerAddressGet
Enhancement Imple
UtilitiesCustomerAd UtilitiesExtensibility http:// UtilitiesAddressFetch UtilitiesAddressGetBa

sap.com/xi/AP/CRM/ BadIInput diResult
dressGet
Global
Utilities Addresses - Actions
Business Add-In: Utilities Addresses - UtilitiesCustomerAddressActions
Enhancement Imple
UtilitiesCustomerAd UtilitiesExtensibility http:// UtilitiesAddressAction UTILITIES_AD

sap.com/xi/AP/CRM/ BadiInput DRESS_ACTN_RE
dressActions
Global SULT
1.3.2 UI Extensions for Utilities Online Transactions
Use the step-by-step guide to create projectspecific extensions for screens where online transactions are
involved. The Utilities Contact Center uses the PDI tool for creating UI extensions and does not support UI
extensions using KUT (the standard framework for UI extensions in SAP Cloud for Customer).
 Note
UI extensions are possible only if a corresponding field exists and is also editable in the SAP Cloud for
Customer utilities solution.

 Note
For Utilities Collections tab, changes are made to the event handler of inport FromUtilitiesCollections. So, to
reuse the EC’s of Collections tab such as Dunning History, Correspondence History, Account History,
Returns, WriteOffs, and Security Deposit in different screens, the Inport FromContractAccount to be used.
Prerequisites
● Use the latest PDI tool whose version corresponds to the release version of SAP Cloud for Customer.
●
1.3.2.1 Step 1 - Create a PDI Solution
Create a new PDI solution, maintain the mandatory fields and save the new solution.

For the new solution, select solution type as Customer Specific Solution as shown in the graphic below:
1.3.2.2 Step 2 - Add Item under Solution Explorer
Add a new item under the Solution Explorer.

1.3.2.3 Step 3 - Specify Name of Extension Object in
Business Object Extension
Under Installed Templates SAP Extension Business Object Extension , specify the name of the
extension object.
You have now added the extension object into your solution (as seen in the graphic below)

1.3.2.4 Step 4 - Add Extension Fields to the Newly Added
Extension Business Object
In the previous step (step 3), you have added the extension business object into your solution. This will now
appear under the solution explorer with .xbo extension. Double click on this file extension to open the editor
where you can add the new extension fields under the desired node.
In the screenshot below, you will see the example for a contract node added with an extension field and another
extension field is added in the Meter Reading sub-node within the contract node. Note that since the contract
node is associated with move in /move out/ transfer, the extension field added here can be reused in the
contract table/move in screen/move out screen etc. This will complete the addition of extension field in the
SAP Cloud for Customer backend system.
1.3.2.5 Step 5 - Add Same Extension Fields to UI Screens

In the previous step (step 4), you have added extension fields to the extension business object in the backend
system. In this step, you will need to add the same extension fields to UI screens.
To add the extension fields to UI screen, right click on the .xbo file extension and choose Enhance Screen (see
screenshot below) .

This (Enhance Screen option) will show the list of floor plans where you can add the new extension field. You
can select the appropriate floor plan where you need to define extension fields.
1.3.2.6 Step 6 - Select Section Group in UI Screen Where

You Want to Add Extension Fields
In the step 5, you opened the floor plans for the UI screens where you need to add the extension fields. This
opens up the UI designer.
In the UI desginer,
1. Select the section group/anchor where you want to add the new extension field
2. Click on Extensibility Explorer Tab Add Extension Field to List .
3. Select the extension field you want to add and apply.

4. Activate the floor plan. With this you can see the new extension field added to the section group.
Open the UI screen to see the new extension field (as seen in the screenshot below).

1.3.2.7 Step 7 - Create Service Interface to ERP using Web
Service
Since these UI screens involve online transactions, you need to create a service interface to ERP using web
service. To do this, upload the WSDL that is imported from the ERP and create the service interface under
Solution Explorer Add Item Service Integration External Web Service Integration .
For detailed information, see Web Services Quick Guide under http://help.sap.com/
saphelpiis_studio_1508/KTP/Products/bf889ebdf45d4dd19d4a0e0bd39a07fb/LibraryStructure/
SAP_BBD_Studio.html
1.3.2.8 Step 8 - Create a Communication Scenario to

Integrate Web Service with ERP System
To integrate the web service interface with ERP system, you need to create a communication scenario.
For detailed information, see the Web Services Quick Guide under http://help.sap.com/
SAP_BBD_Studio.html

1.3.2.9 Step 9 - Select Valid BAdI Implementation in
Solution Explorer
As a next step, you need to select the valid business add-in implementation. You can do this under Solution
Explorer Add Item Implementation .
Sample BADI implementation looks like the screenshot below where we call the Service -> Get the Response ->
Map it to the extension field -> Display on the UI.

1.3.3 (Optional) Extend Your Solution
An implementation-friendly extensibility concept is available for utilities. The approach enables you to extend
your solution by extending standard tables and does not require any significant PDI or backend
implementation.
The implementation-friendly extensibility concept can be summarized as follows:
● Standard RFCs provided with a table-type structure where you can add extension data.
● Creating new RFCs and configuring WSDLs in PI system not required.
● No additional configuration required for outbound service creation in PDI.
To implement the BAdI in SAP Cloud for Customer, follow these steps:
1. Extend the Utilities Extensibility BO, using the SAP Cloud Application Studio.
1. Log on to the SAP Cloud Application Studio, add a new item, and then enter the name of .xbo.
2. Select the business object to extend.
3. Add the extension field to the node where the enhancement is to be implemented—use the following
business object etension code snippet to extend the invoice node with an invoice description extension
field.

2. Add the extension field to the UI designer screen.
1. Select the UI as COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC.
2. Enter the extended UI path as /BYD_COD/IndustrySolution/Utilities/UI/Extensibility/
COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC.EC.uicomponent.
3. Implement the UtilititesFinancialAccountOverviewenhancement.

1. Add the enhancement implementation.

2. Enter the details.
3. Implement the logic in the ABSL script.

The code snippet is as follows:
The extension value is fetched from the ERP service BAdI implementation.
4. Extend the ERP ISU BAdI provided for the functional modules.
1. In the Display service do the following:
1. Create an active BAdI implementation for COD_UTILITIES_ERP_CUST_BADI of the
ISU_C4C_ACCOUNT_OVERVIEW web service.

2. Activate the implementation by clicking the implementing class that has all the methods that need
logic to be added for changing the standard behavior.

A sample code snippet for ERP implementation method in Account_overview_post is as
follows:
The data sent from ERP is passed to the extension field from PDI, and displayed in SAP Cloud for
Customer:
2. Implement the enhancement for Actions.

1. Add the extension field in the node for onetime payment.

2. Extend the field to the UI by selecting the UI as
COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC, and the extended UI path as /
BYD_COD/IndustrySolution/Utilities/UI/Extensibility/
COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC.EC.uicomponent
The services listed in the following table are supported with new extensibility framework. For a list of all services
for utilities contact center, see the worksheet for Utilities in the Attachments tab under SAP Cloud for
Customer
1.3.4 Utilities Web Services for Extensibility
For details on web services and corresponding UI to be extended, see SAP Cloud for Customer .

1.3.5 Custom Action
You can now create Custom Actions for the following options:
● Utilities Exceptions(Both in Premise and Customer screens)

○ Payments
○ Open items
○ Invoices
○ Payment Plan
● Utilities Collections
○ Dunning History
○ Correspondences
● Utilities 360
○ Object Hierarchy (Corresponding BADI for custom actions is Utilities360ObjectHierarchyAction)
● Utilities Service Notifications
To implement custom actions in Disconnection Documents screen of Utilities Premisepage, follow these steps:
1. Create a custom action within the Extension Business Object for corresponding
node(UtilitiesDisconnectionDocuments is used here for reference)

2. Create script file for the custom action by right clicking on the xbo
Click on the Create check box (Within the corresponding node for the newly created custom action) and
Click on OK.

This will result in the creation of an absl file as shown below:
3. Pass the custom action name (as per your preference; the name given here is “ActionNameTest”) to the
CallAction and activate the absl file as well as xbo.
4. Implement the corresponding action BADI and write custom action logic in it.

1.4 Troubleshooting
References for troubleshooting issues with integration setup.
For detailed information on troubleshooting in PI system, see http://wiki.scn.sap.com/wiki/display/TechTSG/

%28PI%29+7.3.1+Troubleshooting+Guide

2 S/4HANA Edition for Utilities Contact
Center
SAP Cloud for Customer Utilities Contact Center for S/4HANA edition helps you to optimize call center
operations using modern customer engagement tools for sales and service processes.
The contact center capabilities are fully integrated with S/4HANA IS-Utilities (IS-U) and SAP S/4HANA back
end and support seamlessly transition between the different support channels. Using this setup, all the utility
services performed in this cloud solution are updated correspondingly in the S/4HANA system.
The following table details the software compatibility matrix for SAP Cloud for Customer Utilities Contact
Center:
Minimum Software Requirements

SAP Cloud for Customer S/
4HANA Edition Software
SAP Cloud for Customer Components S/4HANA PI Content Add-On
2011 SAP Cloud for Customer IS- S4H OP 2020 FPSO PI 7.31
Utilities
The Note 2987953 to be im  Note
plemented for SAP Cloud for
Ensure that you have
Customer 2011 feature par
downloaded the latest
ity.
service packs listed here:
● XI CONTENT
SAP_BYD 2.40
(SP36 Patch 00)
(Interface Defini
tions for SAP Cloud
for Customer for
Utilities Contact
Center)
● XI CONTENT: IS-UT
805 (SP00) (S/
4HANA Interface
Definitions)
● XI CONTENT:
C4CS4_IC 100
(SP18 Patch 00)
(Mapping, Tem
plates, and Scenar
ios)

S/4HANA Edition for Utilities Contact Center PUBLIC 253
2.1 Configuration and System Setup
The topics below provide a detailed overview of the configuration required to setup the utilities contact center.
Scope and Configure SAP Cloud for Customer [page 254]

Administrators can configure the utilities contact center using scoping, scoping questions, and fine
tuning activities.
Configure Middleware [page 274]

Configure Integration with S/4HANA [page 288]

An overview of how to configure integration with S/4HANA system.
Related Information
2.1.1 Scope and Configure SAP Cloud for Customer
Administrators can configure the utilities contact center using scoping, scoping questions, and finetuning
activities.
Scoping [page 255]

Replicate Utilities Master Data [page 264]

You can execute reports to transfer data from IS-Utilities system to the Utilities Contact Center cloud
solution.
Maintain Business Users (Call Center Agents) [page 265]

Maintain the call center agents who are the key business users in utilities contact center solution. Once
you have created employees, you must edit the business user attributes and access rights for the call
center agents.

Configure the Alerts Tab [page 266]

Configure Scripts for Move Processes [page 267]

As an administrator, you can configure scripts to display the terms and conditions for rate or service
orders in the move-in and move-out processes.
Configure Utilities 360 [page 270]


254 PUBLIC S/4HANA Edition for Utilities Contact Center
Configure Safety Message for Reconnect [page 271]

Assign the front office processes that you need to launch from SAP Cloud for Customer in the
Implementation Guide customizing.

To integrate the Smart Energy Water (SEW) with SAP S/4 HANA system, Communication Preferences
and Consumption Graph should be configured.
Configure Message Severity for Move Processes [page 25]

As an Administrator, you can configure the severity for the messages received during move process to
display whether it’s an error, warning, or instruction. The messages can also be suppressed if you don’t
want them to display.
2.1.1.1 Scoping
 Recommendation
SCOPING: When you scope an industry solution, the business configuration set attached to the industry
fetches only the mandatory workcenters and workcenter views. Note that this scoping does not include the
mandatory scoping for Cloud for Sales or Cloud for Service. Therefore, it is recommended that you scope
the other essential workcenters you may need for your industry solution, based on your business
requirement.
2.1.1.1.1 Prerequisites for Configuring Utilities Contact

Center
This section lists the prerequisites to configure the Utilities Contact Center.
Integration Setup for Utilities Contact Center
The connection to S/4HANA system must be established before the on-boarding to SAP Cloud for Customer is
implemented.
For more information about integration with S/4HANA, see the standard integration guide.

IS-Utilities Configuration in S/4HANA System
The required configuration must have been set up in IS-Utilities in the S/4HANA system.
2.1.1.1.2 Enable the Utilities Industry Solution
To begin scoping and to scope the solution, go to Business Configuration Edit Product Scope Industry
Many of the scoping elements are automatically selected and cannot be deselected. The Business
Configuration sets (BC Sets) defined for the utilities call center will be activated once you scope the Utilities
industry solution. Review the questions for the scoping elements and confirm your scoping.
For the Utilities integration with ERP, to replicate technical maste data, you must also select Maintain Installed
Base under Service Entitlement Management Registered Products and Installed Base Maintain
Installed Base .
2.1.1.1.3 Configure Utilities Lean Quotation
As an administrator, configure the utilities lean quotation.
enable utilities lean quotation and replicate point of delivery from your external application to your cloud
solution? question.
If you have scoped this question, you must:
● Ensure that the sales quotes are enabled under Business Configuration Edit Project Scope Sales
New Business Sales Quotes .
● Scope the following under Communication and Information Exchange Integration into Sales, Service
and Marketing Processes :
○ Do you want to create follow-up documents for sales quotes from your cloud solution to an external
application?
○ Do you want to replicate sales quotes from an external application or solution to your cloud solution?
● Enable the You can use a template to send sales quotes to your customers scoping question under
Business Configuration Edit Project Scope Questions Sales New Business Communication for
New Business .
● Configure PoD replication (see documentation under Technical Objects Replication).

2.1.1.1.4 Configure Internal Pricing for Utilities Lean
Quotation
As an administrator, configure internal pricing for utilities lean quotation.
enable Internal Pricing for Utilities Lean Quotation? question.
2.1.1.1.5 Configure the Replication of Point of Delivery
As an administrator, configure the replication of Point of Delivery (PoD).
Do you want to replicate point of delivery data from your external application to your cloud solution? question.
2.1.1.1.6 Configure to use Premise External ID as the

Internal ID in Cloud for Customer
As an administrator, configure to use premise external ID as internal ID in cloud solution.
Do you want to use Premise External ID as the Internal ID in C4C? question.
2.1.1.1.7 Configure Master Data Template to Customize

Rate Change
As an administrator, you can configure the use of master data template to customize rate change in the
solution.
want to use Master Data Template for Rate Change? question.

2.1.1.1.8 Configure Master Data Template for Guided Move-
In and Guided Transfer
As an administrator, you can configure the use of master data template for guided move-in and guided transfer.
want to use Master Data Template for Guided Move-In and Guided Transfer? question.
When you select this question, the system fetches the MDT template for configuration. You can also see a new
action named Move-In using MDT in guided move-in.
2.1.1.1.9 Configure Different Master Data Templates for

Move Processes
Center and Service.
question.
2.1.1.1.10 Configure the Creation of BPEM Clarification Case
As an administrator, you can configure the creation of BPEM clarification case from your cloud solution that is
completely integrated with your SAP ERP solution.
In the Questions for Utilities Call Center and Service section, under Utilities Exception Management, select the
Do you want to enable creation of BPEM Clarification Case? question.

2.1.1.1.11 Configure Integration of SAP Cloud for Customer
with S/4 HANA
As an administrator, you can implement the SAP S/4HANA edition for utilities solution in SAP Cloud for
Customer.
In the Questions for Utilities Call Center and Service section, under S/4HANA Integration, select the Do you
want to integrate your cloud solution with SAP S/4HANA? question.
2.1.1.1.12 Configure Security Deposit at Contract Level
As an administrator, configure Security Deposit at contract level.
In the Questions for Utilities Call Center and Service section, under Utilities Security Deposit, select the Do you
want to enable Security Deposit at contract level? question.
2.1.1.1.13 Configure Alerts in Move Processes
As an administrator, configure alerts in move processes.
In the Questions for Utilities Call Center and Service section, under Utilities Alerts, select the Do you want to
enable Alerts in Move Processes? question.
You can also enable the display of alerts in the expanded mode or collapsed mode through a scoping
question.To configure the scoping question go to Business Configuration Edit Product Scope Industry
Solution Utilities , and select Utilities Call Center and Service.
expanded Alerts in Move Processes?

2.1.1.1.14 Configure to Use Order Codes to Generate Service
Orders
As an administrator, configure to use order codes to generate service orders.
the Do you want to use the order code for generating service orders? question.
2.1.1.1.15 Configure to Use Notification Codes to Generate

Notifications
As an administrator, configure to use notification codes to generate notifications.
the Do you want to use the notification code for generating notifications? question.
2.1.1.1.16 Configure Search for the Contract Account Value

Help
As an administrator, configure search for the Contract Account value help.
want to enable basic and advanced search for the Contract Account value help? question.
2.1.1.1.17 Configure to Use Meter Reading History from the

Legacy Move-in Date
As an administrator, you can configure to use the meter reading history from the legacy move-in date, when the
legacy system is migrated to an EPR system.
Service, select Do you want to use the meter reading history from the legacy move-in date?.

2.1.1.1.19 Configure Time Dependency for BP Independent

Address Communication data
As an administrator, enable the time dependency for Business Partner to enable Valid from and Valid to
columns in the tables under Utilities Communications Data page.
In the Questions for Utilities Call Center and Service section, under Utilities Enhancements, select the Is Time
Dependency for BP Independent Address Communication data enabled in ISU? question.
2.1.1.1.20 Enable the Contract Account Object Labels
As an administrator, you can now turn on an alternative title for contract account object based on scoping
question for easy and quick identification.
2.1.1.1.21 Enable The Premise Object Labels
As an administrator, you can now turn on an alternative title for premise object based on scoping question for
easy and quick identification.
question.

2.1.1.1.22 View Service Location Fields in Service Tickets
As an administrator, you can enable service location section in the ticket based on the premise selected. This
enables visibility to the field level information for the selected premise.
want to copy premise/PoD address fields to service location fields while assigning premise/PoD address to
service ticket. question.
2.1.1.1.23 Configure Manual Posting
As an administrator, you can enable manual posting in Utilities Financials.
Service, select Do you want to enable Manual Posting in ‘Utilities Financials’?.
2.1.1.1.24 Maintain Code Values
Code values configured in ERP can be replicated using automatic code list mapping during initial load.
After the initial load replication,you can add or modify the code values in the cloud solution. Using the fine
tuning activity ( Business Configuration Implementation Projects Your Project Open Activity List Fine-
Tune Utilities ), you can maintain code values for the following:
● Tolerance Group
● Meter Reading Reason
● Meter Reading Type
● Order Type
● Payment Lock Reason
● Payment Terms
● Plant
● POD Service Type
● Pod Types
● Posting Lock Reason
● Premise Type
● Release Block Reason
● Reversal Reason
● Security Deposit Reason
● Switch Type
● Switch View

● Switch Document Status
● Tolerance Group
● Number Ranges for Utilities Contract Account
● Number Range for Utilities Connection Object
● Number Range for Utilities Installation
● Number Range for Utilities Point of Delivery
● Number Range for Utilities Premise
● Number Range for Utilities Sales POD
● Code List Mapping
● Account Determination ID
● Financial Overview Date Range
● Billing Block Reason
● Bill Form
● Case Category
● Contract Account Class
● Contract Process Status
● Coding and Code Group Assignment
● Clearing Category
● Code Group
● Contract Account Category
● Correspondence Dunning Lock Reason
● Company Code Group
● Deactivation Reason
● Dunning Lock Reason
● Dunning Procedure
● Dunning Group
● Grid Level
● Instalment Plan Category
● Instalment Plan Types
● Interest Key
● Interest Lock Reason
● Invoicing Lock Reason
● Move Out Reason
● Meter Reading Note Type
 Note
If you update the code values in the ERP system, make corresponding updates to the code values in the
cloud solution and vice-versa.

2.1.1.1.25 Configure Alternate Contract Account Work Center
question.
2.1.1.1.26 Enable Additional Offering step in Move-In
As an administrator, you can enable the Additional offering step to add external products in guided move-in.
In the Questions for Utilities Call Center and Service section, under Move Process for S/4, select the Do you want
to enable the automatic creation of sales quote during create Move-In? and Do you want to display the
“Additional Offering” step for selecting Sales Product during create Move-In?questions.
2.1.1.1.27 Configure Premise Search in Live Activity
As an administrator, you can configure to use premise basic search in live activity.
In the Questions for Utilities Call Center and Service section, under Business Option, select the Do you want to
enable basic search for the Utilities-Premise Category in Enterprise Search and Live activity? question.
2.1.1.2 Replicate Utilities Master Data
You can execute reports to transfer data from IS-Utilities system to the Utilities Contact Center cloud solution.
For more information, see Technical Objects Replication [page 297] and Contract Account Replictaion [page
300].

2.1.1.3 Maintain Business Users (Call Center Agents)
Maintain the call center agents who are the key business users in utilities contact center solution. Once you
have created employees, you must edit the business user attributes and access rights for the call center
agents.
The access rights for this user are described in the chapter on scoping.
2.1.1.4 Assign Work Centers to Business Users
Assign Work Centers to Business Users
Supported Work Centers and Tab Screens
COD_UTILITIES_WCF Utilities
Contract Account COD_CONTRACTACCOUNT_WCVIEW
Customer Search COD_CUSTOMER_SEARCH_EXT_WCVIEW
Premise COD_PREMISE_WCVIEW
COD_SALES_WCF Sales
Sales Quotes COD_QUOTE_WCVIEW
Sales POD SALESPOD_WCVIEW
CODACCOUNTWC Customers
 Note
The utilities specific screen -
Utilities Financials, Utilities 360,
and Utilities Service Orders are
available with this scoping.
CODACCOUNTWCV
Accounts
Contacts COD_CONTACT_WCV
Individual Customers COD_SEOD_ACCOUNTWL_WCVIEW
COD_SEOD_AGENT_QUEUE_WCF Tickets SEOD_TICKET_SADL_WCVIEW

Live Activity Center LIVE_ACTIVITY_CENTER



Section Description

to Yes.
to Yes.

3. Click Save.
and conditions.

2.1.1.7 Configure Utilities 360

Yes.
4. Click Save.

4. Click Save.

2.1.1.8 Configure Safety Message for Reconnect
Reconnect popup.

2.1.1.9 Assign Front Office Processes
Guide customizing.
Use
In the Implementation Guide (IMG) customizing for S/4HANA system, assign the relevant front office
processes that you need to launch from SAP Cloud for Customer to the utilities launch object in the S.4HANA
system. You will find the IMG for Cloud for Customer under IMGSAP Utilities This assignment enables you to
call up your Front Office processes in your cloud solution. Note that the launch object (of BOR object type) is
assigned to the following work centers in your cloud solution:

Prerequisites
You must have defined the required Front Office process in the IMG activity under SAP S.4HANA IMG SAP
Related Information
2.1.1.10 Configure Smart Energy Water
To integrate the Smart Energy Water (SEW) with SAP S/4 HANA system, Communication Preferences and
Consumption Graph should be configured.
Follow the steps to configure Communication Preferences and Consumption Graph tabs from C4C.
1. To create Mashup Web services, follow the steps:

○ Go to Administrator Mash up Web Service New REST Service .
○ Add all the mandatory parameters to fetch the token
○ General information – Enter the Service Name
○ Service Information- Select Authorization Method as Basic, HTTP method as GET, Service Protocol
as XML, and enter the Username, Password, and URL

○ Input parameters- add Parameter ID as ids, select Mandatory field check box
○ Click Activate to enable web service.
 Note
Ensure that web service is active.
2. Maintain Admin Settings.

○ Go to Administrator Industry Settings Setting for SEW Integration .
○ Select the Mashup Web Service ID that you created from the list.
○ Enter the Consumption URL, Notification URL, Utility ID, and P ID.
 Note
Be sure to enter a mashup web service ID in the Configuration settings screen, or you won't be able to
view or edit the Contract Account communication preferences, and Consumption Graph.

display.

2.1.2 Configure Middleware


Configure SAP Cloud Platform Integration (CPI ) [page 283]

2.1.2.1 Configure PI
In the PI system, execute the SXMB_IFR transaction code. This opens the PI system homepage from where you
can access the PI clients for Enterprise Service Repository, Integration Directory, and System Landscape
Directory.
 Note
Ensure that you have always download the latest integration package from the SAP Service Marketplace.
http://help.sap.com/disclaimer?site=https://support.sap.com/software/patches.html
2.1.2.1.1 Prerequisites
Summary of the prerequisites for PI configuration
 Note
You must create the required logical ports in the S/4HANA system. For more information, see Logical Ports
for Outbound Services for PI Integration under Configure Integration with S/4HANA.

The PI 7.11 system (ABAP+JAVA) should be ready and trust relationship should established with theSAP Cloud
for Customer and CPM as per Integration Guide. See the following sections in the standard integration guide
for S/4HANA using PI.
● Connection Phase: Check and Prepare PI System

● Connection Phase: Set Up Secure Connection Between S/4HANA-PI-Cloud Systems
● Create a view in the key storage and load certificate into view
● Import the root certificate used to sign the SAP Cloud for Customer certificate
2.1.2.1.2 PI Value Mapping: Map COD Business System ID -

S/4HANA Logical System ID
The screenshots shown in this appendix are only examples taken from PI value mapping. They are not
complete from a PI configuration point of view. Please note that some of the code lists named below can be
enhanced or modified in SAP Cloud for Customer during finetuning.
Mapping Business System - Logical System
COD Business System ID S/4HANA Logical System ID
<SID>CLNT<client number>, where SID is the system ID of Logical System name of the corresponding business system
the connecting S/4HANA/Cloud system.
The values of these mapping are used in the PI message mappings for the services
● S4_C4C_Utilities_BusinessAgreementReplication
● S4_C4C_Utilities_Tech_Objects_Replication
2.1.2.1.3 Download Enterprise Software Repository

Content for Integration
You need to download the standard integration package for SAP Cloud for Customer for Utilities Contact
Center from the SAP Service Marketplace to get started with the configuration required for integration with
SAP S/4HANA system.
1. Go to https://support.sap.com/software/patches.html .
 Note
Ensure that you download the latest versions of all available support packages.
2. Click on the tab Browse Download Catalog

3. Go to SAP Content ESR Content (XI Content)
4. Dowload the following software components to your local machine:

Download Software Components
Software Component Name Version Contents
XI CONTENT SAP BYD XI CONTENT SAP_BYD 2.40 Interface Definitions for SAP Cloud for
Customer for Utilities Contact Center
XI CONTENT IS-UT XI CONTENT IS-UT 804 S/4HANA Interface Definitions
XI CONTENT C4CS4_IC XI CONTENT C4CS4_IC 100 Mapping, Templates and Scenarios
2.1.2.1.4 Create SLD Configuration
You need to register the on-premise system in the System Landscape Directory. Systems are typically
registered in SLD when they are initially configured.
To check if your system is registered in SLD, perform the following steps
1. Login to the PI system and go to System Landscape Directory System Landscape .

2. Register your on-premise system in PI, by creating a technical system of type AS ABAP for your on-premise
system. For more information, see Creating New Web AS Systems
3. Under ABAP System Details Business Systems , create the corresponding business system for the
technical system. For more information, see Creating and Removing Business Systems.
4. Go to System Landscape Technical Systems and register your cloud solution in PI.
5. Create a corresponding business system for the Cloud solution.
6. Assign SWCV SAP BYD 2.40 under the product SAP BUSINESS BYDESIGN 240.
7. Again, under System Landscape Technical Systems , perform the following steps:.
8. 1. Select the SAP Cloud for Customer SAP Cloud for Customer system and click on Installed Software.
2. Select Add New Product, and add the product SAP BUSINESS BYDESIGN 240 and assign the
software component version SAP BYD 2.40.
3. Similarly, assign SWCV SAP BYD 1411 under the product SAP BUSINESS BYDESIGN 1411.
2.1.2.1.5 Import ESR Content into PI System
You need to import the standard integration content delivered for SAP Cloud for Customer for Utilities Contact
Center to your PI system.
You have already downloaded the ESR content to your local machine. Now you need to import this content to
the PI system in your landscape. Follow these steps:
1. Login to the PI 7.11 system and enter the transaction code SXMB_IFR to start the Integration Builder.
2. Under Enterprise Services Repository, click on Enterprise Services Builder.
3. To import the ESR content from local machine, go to Tools Import Design Objects Client and
provide the path to the local machine. Note that the file with ESR content is saved with a '.TPZ' extension.

Result
Verify that the required web services are displayed under the relevant software components. If the import is
successful, you will see the list of outbound web services from SAP Cloud for Customer under SAP BYD 2.40
http://sap.com/xi/A1S/Global . Similarly, the S/4HANA web services are listed under COD_S4H_INT and the
mappings and templates for S/4HANA are listed under COD_S4H_INT.
2.1.2.1.6 Create Configuration Scenario
Create a configuration scenario for the Utilities solution and perform the required configuration for all required
web services.
Perform the following steps to create a configuration scenario for your SAP Cloud for Customer for Utilities
Contact Center solution:
1. Go to Integration Directory Integration Builder and switch to the Configuration Scenario view.
2. In the menu bar, go to Object New and in the Object Create dialog box that appears, select
Administration Configuration Scenario ..
3. Enter a name for the configuration scenario with the prefix CS_C4CS4_UtilitiesIntegration and
select Type of ES Repository Model as Process Integration Scenario.
4. click on Create and save the configuration scenario.
 Note
You will maintain the ID configurations for each of the web services in this configuration scenario. As
part of the ID configuration, you will perform the following steps for each web service:
1. Assign sender business system (that you have defined in the software landscape directory - SLD
configuration.)
2. Assign receiver business system
3. Create the following:
1. Sender communication channel (SOAP Sender) business system
2. Receiver communication channel (SOAP Receiver) business system
3. Receiver determination
4. Interface determination
5. Sender agreement
6. Receiver agreement
4. Activate change lists
 Note
For detailed information on how to maintain ID Configuration for web services, see the topic
Example: ID Configuration for Web Service - BP Overview.

2.1.2.1.7 Example: ID Configuration for Web Service -
Account Overview
The sample ID configuration for Account Overview web service is provided here. Note that the screenshots are
provided only for reference.
Configure the following for the Account Overview web service:
1. Assign sender and receiver business system.

1. To do this, right click Business System and select Assign Business System.
2. In the Assign Business System dialog box that appears, click Select Business Systems (on the left hand
side of the screen). Select the business systems that you have configured in the SLD (Software
Landscape Directory).

3. Click Continue twice to assign both the sender and receiver business systems.
4. Click Finish to save the configuration.
2. Create communication channel (SOAP sender) for sender business system. To do this,
1. Right click the communication channel and select New.
2. In the dialog box that appears, search and assign your sender business system in communication
component and enter a name for communication channel.

3. Click Create for receiver communication channel.
4. In the dialog box that appears, select the SOAP Adapter Type as eceiver. Enter the end point URL and
credentials.
5. Under Default XI Parameters, enter the web service name.

3. Create receiver determination.

1. Right click on Receiver Determination and then click New.
2. For Communication Component, select the business system maintained in the SLD configuration.
3. Also enter the sender interface name and the name space and click on Create.
4. Create interface determination.
1. Right click on Interface Determination and then click on New.

2. In the dialog box that appears, specify the interface name, namespace and the communication
component for the Sender. Similarly, under Receiver, enter the communication component.
5. Create Sender and Receiver agreements and add corresponding communication channels created in the
previous steps.
6. Activate change lists. To activate, right click on the top node of the change list and click Activate.

2.1.2.1.8 Maintain ID Configuration for Web Services
Synchronous and asynchronous web services for the utilities solution must be configured.
For a complete list of the web services, see the worksheet for Utilities PI Services in the attachments section
under 2675745 .
2.1.2.1.9 Configure Communication Arrangements in Cloud

Solution
Communication arrangements help you to configure the electronic data exchange between the cloud Utilities
Contact Center solution and the IS-Utilities in S/4HANA system.
Prerequisites
The required certificates have been installed and validated.
Procedure
1. To set the communication arrangement, go to Administrator General Settings Integration

Communication Arrangements
2. Click New and follow the wizard to set up your communication arrangements
3. Use Edit Advance Setting to configure your outbound communication arrangements. For detailed
information, see Configure Communication Arrangements (chapter 6.3 in the standard integration
guide).
4. After you have completed the configuration, validate the same. To validate, select Outbound
Communication and click Check Connection and look for the message Ping successful.

 Note
Contact your system administrator for details of System Instance ID, Code List Mapping,
Authentication Method (user and password), Port, Cloud for Customer Business System ID, Cloud for
Customer Business System Client, and Communication System Client.
Communication Arrangements for Utilities Contact Center
Communication Scenario (MCPG) Use
ERP Utility Management Integration ISU Configuration, S/4HANA Contract Account Replication,
Query, and Maintain S/4HANA Customer Info
Utilities Contract Account Replication S/4HANA contract account replication
Utilities Bill Correction Invoice Generating invoice PDF
Utilities Technical Master Data Replication Technical objects replication
Creation of Sales Quote Follow Up Document in SAP Busi Create Sales Quote Follow Up Document in SAP Business
ness Suite Suite
Creation of Sales Quote Follow Up Document in SAP Busi Notify Sales Quote of Sales Order Creation in SAP Business
ness Suite Suite
Industry Service Request Replication to External System Requesting service ticket creation from SAP Cloud for
Customer to S4/HANA
Service Ticket Delegation to SAP Business Suite This service is for BPEM notification. After the BPEM is cre
ated, S4/HANA sends confirmation to SAP Cloud for
Customer.
2.1.2.2 Configure SAP Cloud Platform Integration (CPI )
Inbound: Create Binding for inbound services in S/4HANA
When a service gets triggered form SAP Cloud for Customer, a corresponding S/4HANA service gets executed
in S/4HANA through SAP Cloud Platform. Therefore, you need to create a binding in SOAMANAGER that
generates a calculated URL. This must be configured in the cloud platform receiver connector of cloud
platform.

2.1.2.2.1 Example: Web Service Configuration for Account
Overview Service
1. Open SOAMANAGER and select Web Service Configuration.
2. In the field Object Name search for the inbound S/4HANA service name.
3. Next click on the Create Service.
4. Enter the Service Name and Binding Name and then click on Next.

5. Under Provider Security, select User ID/Password and click Next.
6. You do not need to maintain any settings for SOAP Protocol.
7. You do not need to maintain any settings under Operation Specific.

8. Click Finish and the screen below displays the service and binding.
9. On the second line – click on the icon marked with the shown arrow:
10. The dialog as displayed in the screenshot appears. Here, you can see the URL for the WSDL. Copy this URL
as you need the upload this URL when configuring the SAP Cloud Platform Receiver communication
channel or Receiver Connector.
Here we have a URL for the WSDL – copy this URL as we will need to upload this url when we perform the
configuration in PI or HCI Receiver communication channel or Receiver Connector.

11. In the Display Communication Channel dialog, upload the WSDL URL as the Target URL under Connection
Properties.
12. Account Overview

2.1.3 Configure Integration with S/4HANA
An overview of how to configure integration with S/4HANA system.
 Note
You must have defined the required integration set-up to connect with S/4HANA and PI system.
1. Setup the PI value configuration to execute the utilities contact center S/4HANA specific web services. For
the list of web services, see the worksheet for S4H Utilities in the Attachments tab under 2597086 .
2. Define the PI value mapping between the cloud business system ID and the S/4HANA logical system ID.
3. Replicate the required business partners to the cloud solution. For more information, see http://
help.sap.com/mdg80/

 Note
It is recommended to use Master Data Governance (MDG) framework for replicating business partners.
4. Run the data replication reports to transfer data from S/4HANA to the cloud system.
 Note
The contracts are replicated from S/4HANA system using an online call; there is no specific report to
be executed for replicating contracts to the cloud solution.
Related Information

2.1.3.1 Utilities Business Partner Replication
For more information, see the following topics:
● Configuring Master Data Governance for Business Partner

● Data Replication Using Enterprise Service Oriented Architecture (SOA)
To run an initial load, use the drfout transaction.
2.1.3.1.1 Business Partner Replication via Parallel

Processing
Use the report COD_UTIL_BP_REP_LOAD_V1 to replicate business partner data in bulk with parallel processing.
You have the option to run the report with a dedicated server group to maximize performance. Set up a
background job and monitor the status with transaction SM37.
After executing the report, the output displays the details with the count of business partners processed if
executed in dialog mode. The parallel logs are also maintained which can be monitored in SLG1.
You can follow the steps to configure business partner replication via parallel processing from Clouud for
1. Open transaction SE38 and enter report COD_UTIL_BP_REP_LOAD_V1.

2. Execute the report or press F8.
3. Enter the following details in the selection screen
○ Business Partner ID - enter business partner ID’s for replication.
○ Port and Size - enter logical system and package size
○ Parallel Processing -
○ If the checkbox is selected, you need to enter the Server Group in which the program is executed.
It’s good to create a separate server group with available work processes to achieve fast response.
○ If the checkbox is not selected, report gets executed in normal processing mode.

 Note
It’s recommendable to schedule the report as background job and monitor in SM37 for bulk data
processing.
2.1.3.2 Implementation Guide (IMG) on IS-Utilities
Create Configurable Hierarchy [page 291]
MDT Templates for Move-In, Customer, Contract Account and Rate Change Using Guided Processes [page
292]
Utilities solution uses the MDT template for creating a new customer and contract account in guided
move-in and for creating a contract account (during move-in) in guided transfer and also for rate
change.
Enrollment - Configuring Switch Document Creation and Notification [page 293]


Assign the front office processes that you need to launch from SAP Cloud for Customer in the
Implementation Guide customizing.
2.1.3.2.1 Create Configurable Hierarchy
1. In your SAP S/4HANA-IS Utilities system, use transaction code ENVD to create a configurable hierarchy.
2. Next, assign the configurable hierarchy to IMG activity node Configure Object Hierarchy under SAP
Customizing Implementation Guide SAP Utilities Cloud for Customer for Utilities Configure Object
Hierarchy .
3. Implement Web Service - ISU_C4C_CONF_HIER_GET. The web service reads the profile from the IMG node
and sends it to the SAP Cloud for Customer system

2.1.3.2.2 MDT Templates for Move-In, Customer, Contract
Account and Rate Change Using Guided
Processes
 Note
Configure MDT Template in the Implementation Guide configuration under IMG for SAP S/4HANA SAP

● Assign the MDT template to IMG activity Configure MDT Template under IMG for SAP S/4HANA SAP
Prerequisites
contract account).
● ISU_C4C_UTILITIES_MDT_MVI_CRT (MDT_MVI_CREATE_PRE and MDT_MVI_CREATE_POST)
For further details, see the documentation for the IMG activity in the SAP S/4HANA system.

2.1.3.2.3 Enrollment - Configuring Switch Document
Creation and Notification
Configure Switch Document Creation in Cloud Solution
A switch document is triggered when you complete a quote (using guided quote), review and submit it to the
S/4HANA system. This service is a webservice to service proxy asynchronous call. It triggers the creation of a
switch document from the cloud solution and creates the same in the S/4HANA system. It also triggers a
notification back to the cloud solution to update the quote line item with the switch document ID.
The service contains details from the Utilities Lean Quotation and also enrollment specific fields such as Point
of Delivery (PoD), Contract Account, Switch Type, Switch View and Old Supplier, etc.
Configuration for Creating Switch Document
Parameter Value
Service in Cloud Solution CO_CQP_SOR_OUT
S/4HANA Service II_UTILITIES_LEAN_QUOTE_SI_IN1
PI Outbound Service CustomerQuoteProcessingSalesOrderRequestOut
PI Inbound Service Utilities_LeanQuote_SI_In
Operation Mapping in PI C4C_S4_UtilitiesQuote_SwitchDocumentRequest
Communication Arrangement Scenario in cloud solution CREATION OF SALES QUOTE FOLLOW UP DOCUMENT IN
(MCPG) SAP BUSINESS SUITE
Communication Arrangement Service in cloud solution Create Sales Quote Follow Up Document in SAP Business
Suite
Configure Notification for Switch Document in Cloud Solution
This service is triggered subsequent to the web service call for creating a switch document. After the the switch
document is successfully created, each quote line item shall have a corresponding switch document ID. This
switch document ID is then updated in the quote line items in the cloud solution using this service. The logical
port for this service is determined and the Default port is picked. However, this logical port can be overwritten
by implementing the business add-in COD_UTILITIES_QUOTE_NOTIF_PORT.

Configure Notification for Switch Document
Parameter Value
Service in cloud solution II_CQP_SLO_NOTIFICATION_IN
S/4HANA Service CO_CUSTOMER_QUOTE_PROCESSING_U
PI Outbound Service CustomerQuoteProcessingUpdatingSalesQuoteWithSale

sOrderIn
PI Inbound Service CustomerQuoteProcessingUpdatingSalesQuoteWithSale

sOrderIn_In
Operation Mapping in PI S4_C4C_Utilities_CustomerQuoteProcessingUpdatingSales

Quote¬-WithSalesOrderIn
Communication Arrangement Scenario in cloud solution Creation of Sales Quote Follow Up Document in SAP Busi
(MCPG) ness Suite
Communication Arrangement Service in cloud solution Notify Sales Quote of Sales Order Creation in SAP Business
Suite
Configuration in S/4HANA System
In the S/4HANA system, you need to create logical ports with transaction code SOAMANAGER in order to send
web service calls to the PI or other middleware system. Follow these configuration steps:
1. Go to transaction code SOAMANAGER in the S/4HANA system.

3. Search for consumer proxy CO_CUSTOMER_QUOTE_PROCESSING_U. Click to view the details.
adjusted according to your configuration. Example URL Path: /XISOAPAdapter/MessageServlet?
channel=:ABC_004: S4_SOAP_Utilities_LeanQuote_Notification_Send&sapclient=238
Update Switch Status
You can now trigger the update of swtich ID in the S/4HANA system. Under Sales Sales Quotes
Products use Actions Update Switch Status to update the switch ID in S/4HANA after you submit the
quote using the enrollment process. The on-premise S/4HANA system triggers a notification to the cloud
solution to update the switch document ID

2.1.3.2.4 Assign Front Office Processes
Guide customizing.
Use
In the Implementation Guide (IMG) customizing for S/4HANA system, assign the relevant front office
processes that you need to launch from SAP Cloud for Customer to the utilities launch object in the S.4HANA
system. You will find the IMG for Cloud for Customer under IMGSAP Utilities This assignment enables you to
call up your Front Office processes in your cloud solution. Note that the launch object (of BOR object type) is
assigned to the following work centers in your cloud solution:

Prerequisites
You must have defined the required Front Office process in the IMG activity under SAP S.4HANA IMG SAP
Related Information
2.1.3.2.4.1 Configure Front Office Process
 Note
For more information on configuring front office processes, see the Related Links section below.

Related Information

2.1.3.3 Data Replication from IS-Utilities
The reports listed in this section must be executed for transfer of data from IS-Utilities system to the Utilities
Contact Center cloud solution.
The following table provides a snapshot of the data replication supported for Utilities Contact Center.
Snapshot of Replicated Master Data and Utilities Technical Data in Cloud Solution
Delta (Creation Delta (Modifi

of New Ob cation of Exist Unidirectional/ Scoping and
Object Initial Load jects) ing Objects ) Bidirectional Fine Tuning
Business Part Yes Yes Yes Bidirectional Yes
ner - MDG
Contract Ac Yes Yes Yes Unidirectional Yes
count Replica (Only from IS-

tion Utilities to
Cloud Solution)
Contract Ac Not Applicable Not Applicable Not Applicable Unidirectional Yes
(Only from IS-
count Online
Utilities to
Cloud Solution)
Point of Deliv Yes Yes Yes Unidirectional Yes
ery Replication (Only form IS-

Utilities to
Cloud Solution)
Contracts Not Applicable Not Applicable Not Applicable Not Applicable Not Applicable
Connection Ob Yes Yes Yes Unidirectional Not Applicable
ject (IS-Utilities to
Cloud solution)
Premise Yes Yes Yes Unidirectional Not Applicable
(IS-Utilities to
Cloud solution)

2.1.3.3.1 Technical Objects Replication
Technical Objects Replication Report: ISU_C4C_TECH_OBJECTS_REPL
Report for Initial Load - ISU_C4C_TECH_OBJECTS_REPL
 Note
Implement this report if you have scoped the question Do you want to enable sales quote in your solution? .
Note that when you scope this question, you can create utilitiesspecific sales quote using the document
type Utilities Lean Quotation. In addition, you also enable replication of contract account and Point of
Delivery data in the business configuration.
 Note
If you have not scoped the above question for sales quote, then you MUST execute the report
ISU_C4C_CONN_OBJ_PREMISE_REPL for replicating technical objects including premise, point of delivery
and connection object.
 Note
To enable the feature to use the External ID as Internal ID in Cloud for Customer for premise you must
scope the question Do you want to use Premise External ID as Internal ID in C4C?.
Schedule periodic runs for the initial load report S/4HANA system to transfer the utilities technical master data
to the cloud solution. This report offers a single interface to replicate the following objects:
● Premise
● Point of Delivery (PoD)
● Connection Object
Follow these steps to run the report:
1. In the dialog screen for Utilities Technical Objects Replication, select and specify value in one of the fields -
Premise ID, Connection Object ID or Point of Delivery ID.
 Note
Language key will be set to sy-langu if empty. Also the From-Date will be set to today’s date if empty.
And the To-Date will be set to 31.12.9999 if empty.
3. Specify a number for the field Maximum Size. With the field “Maximum Size’ you can control how many
technical master data will be sent in a single message. The web service can upload several Connection
Object IDs, Premises and PoDs at once. Technical Master Data (Connection Object, Premise and Point of
Delivery) will be distributed accordingly.

Delta Replication - Connection Object
Create or change of a connection object triggers delta replication. Follow these steps to trigger a delta
replication for connection object data:
1. In the transaction code SM30, enter the table / view SWFDVEVTY2.

2. Add the entries for the events CHANGED and CREATED for the object CONNOBJ.
 Note
Creating or changing a connection object triggers the delta replication for connection objects.
Delta Replication - Premise
Follow these steps to trigger a delta replication for premise data:

2. Add the entries for the events CHANGED and CREATED for the object PREMISES.
 Note
Creating or changing a connection object triggers the delta replication for premises.
 Note
Along with the existing fields the District field is enabled for replication under the Premise.
Delta Replication - Point of Delivery
Follow these steps to trigger a delta replication for point of delivery data:

2. Add the entries for the events CHANGED and CREATED for the object ISUPOD.
 Note
Creating or changing a connection object triggers the delta replication for point of delivery data.
Technical Object Replication via Parallel Processing Technique
This enables the replication of technical objects for Initial load with faster response time via parallel processing
technique.

Report ISU_C4C_TMD_REPL enables you to replicate bulk data related to technical master data objects using
Once the report is executed , technical master data is replicated through proxy generation. We can view the
payloads generated for data in message monitoring via sxmb_moni.
Extensibility for Initial Data Replication Report and for Delta Replication
A Business Add-In (BAdI) to modify the standard implementation for the initial data replication report and for
the delta replication runs. This BAdI is called after retrieving the PoD. It allows to change the PoD data to be
replicated, to skip the standard checks and to skip the replication for this PoD.
● Enhancement Spot: COD_UTIL_TECH_OBJS_REPLICATION

● BAdI: COD_UTIL_TECH_OBJS_REPLICATION
● Interface: IF_COD_UTIL_TECH_OBJS_REPL
● Method: POD_ADJUST_DATA
Configuration in S/4HANA System
To run any of the above mentioned reports in the S/4HANA system, you need to create logical ports with
transaction code SOAMANAGER in order to send web service calls to the PI or other middleware system. Follow
these configuration steps:
1. Go to transaction code SOAMANAGER in the S/4HANA system.

3. Search for consumer proxy CO_UTILITIES_TECHNICAL_OBJEST. Click to view the details.
adjusted according to your configuration. Example URL Path: XISOAPAdapter/MessageServlet?
senderParty=&senderService=Q5J_340&receiverParty=&receiverService=&interface=Utilities_Technical_
Objests_Repl_Out&interfaceNamespace=http%3A%2F%2Fsap.com%2Fxi%2FCODERINT

2.1.3.3.2 Contract Account Replication
Contract Account Replication Report: ISU_C4C_ACCOUNT_EXTRACT. Use this report to replicate the contract
accounts to the cloud solution.
 Note
screen displays all the contract accounts from S/4HANA that are linked to the business partner. Further,
the start date for contract accounts is defaulted to the current date.
Prerequisites
1. You have implemented the corresponding web service for contract account.
2. The following scoping question under Business Configuration Edit Project Scope Questions has
been scoped in your solution - Do you want to replicate contract account data from your external
application to your cloud solution?
 Note
If you have scoped the question - Do you want to enable sales quote in your solution?, then you enable
the point of delivery data also to be replicated along with contract account.
1. You must always replicate a contract account using a business partner. To replicate a new contract
account, you can either create a new business partner or use an existing business partner in the cloud
solution.
 Note
BP Replication using MDG: If you are replicating business partners using MDG, then in the PI mapping
for contract account replication, maintain the schema code 888 for MDG.
BP Replication using CVI: Similarly, if you are replicating business partners using Customer Vendor
Integration (CVI), then in the PI mapping for contract account replication, maintain the schema code
918 for CVI.
2. Configure the partner profile for IDoc type ISU_C4C_CONTRACT_ACCOUNT_REP01 q. For the partner
profile, you must
1. Add or subscribe to the message type – ISU_C4C_CONTRACT_ACCOUNT_REPL
2. Maintain the PI receiver port
3. Execute the IDoc.
3. A customer implementation of business partners using Master Data Governance (MDG) must be done for
replicating business partners.
 Note
Note that the framework for business partner replication using MDG is recommend but is not part of
the standard delivery.

Maintain Following Configuration in the Cloud Solution
1. Go to the ADMINISTRATOR work center.

2. Click on Edit ID Mapping for Integration, maintain the following values and click on Go:
○ Mapping Of : Business Partners
○ ID : Business Partner ID in the cloud solution
 Note
The business partner ID must have 10 characters. If the ID has less than 10 characters, you must
add leading zeroes to the ID. For example, if the BP ID is 1234, you must enter the BP ID as
0000001234.
○ External ID : Business Partner ID in on-premise system

○ System Instance ID: ID of the on-premise system
Maintain Following Configuration in IS-Utilities (S/4HANA on-premise

system)
1. Create a contract account using the transaction code CAA1.

2. Use transaction code SE38 and enter the report name ISU_C4C_ACCOUNT_EXTRACT. Enter the following
values and execute the report:
 Note
Uncheck the Test flag before you execute the report.
○ Contract Account
○ Business Partner ID
○ Partner Number of Receiver - Logical (system ID of the cloud solution)
Result
When you execute the report ISU_C4C_ACCOUNT_EXTRACT in the IS-U system, the report generates and
displays an IDoc number. It takes a few minutes to send this IDoc number to the cloud solution.
You can search for the new contract account under UTILITIES CONTRACT ACCOUNT .
 Note
You need to enter a 10 character ID for contract account. Add leading zeroes if the contract account ID is
less than 10 characters.

2.1.3.3.3 Contract Account Delta Replication
This document describes the configuration required to run the report ISU_C4C_ACCOUNT_EXTRACT in order to
fetch the delta for contract accounts.
The contract account delta replication involves two steps - identifying the delta and replicating to the cloud
solution. These steps are documented in detail below.
Identifying the Delta for Contract Accounts
In IS-Utilities, contract accounts are represented by business object ISUACCOUNT in the business object
repository (BOR). When a contract account is created or changed, events situation. The object ISUACCOUNT
has the events UtilAccount.created and UtilAccount.changed . These events are triggered when a
contract account is created or updated using Transaction codes CAA1 or CAA2.
Configuration for Enabling the Event Handler CL_ISU_C4C_SWER_CA
In the transaction code SM30, create two separate entries in the customizing view SWFDVEVTY1 for the two
events CREATED and CHANGED.
 Note
The SAP Cloud for Customer Utilities Contact Center solution implements an event handler (class
CL_ISU_C4C_SWER_CA) to consume these events (UtilAccount.create and UtilAccount.changed). This
event handler determines if the incoming event is for contract account and triggers the report
ISU_C4C_ACCOUNT_EXTRACT to fetch the delta for contract accounts.
Required - Business Add-In Implementation
Use business add-in COD_UTILITIES_REPLICATION_CONF and implement the method

GET_RECEIVER_SYSTEM to generate a list of receiving logical systems. The ISU_C4C_ACCOUNT_EXTRACT
report sends the contract account information as IDocs to the SAP PI middleware and therefore you need to
maintain the receiving logical systems as parameters for the report.
Optional - Other Extensibility Options
1. Use the BAdI COD_UTILITIES_REPLICATION (method CA_ADJUST_DATA) in the report

ISU_C4C_ACCOUNT_EXTRACT to modify or delete records that must be set to the cloud solution. This BAdI
called right before the IDocs are created and sent.

2. For other extensible options, you can develop custom event handler classes as part of a project and set
those in the customizing entries to have more control of the delta replication process.
2.1.3.3.4 Contract Account Replication Using Parallel

Processing
Report ISU_C4C_CONTRACT_ACCOUNT_REPL enables to replicate bulk data related to contract accounts using
This enables the replication of contract accounts for Initial load with faster response time via parallel
processing technique.
You can also create background job via this report and monitor it separately in transaction SM37.
Once the report is executed , Idocs are created and can be monitored via transaction WE02.
2.1.3.3.5 Contract Account- IDoc Mass Replication
Use the below configuration steps, if you want to send multiple IDOCs as a single PI message to the receiver
system:
1. Main batch size in communication channel.

2. Create PI IDoc sender communication channel and enter package size, which you have entered in partner
profile.
3. Whenever you create an IDoc in S/4HANA system; it goes to Status 30( all IDocs in collect mode).
4. Use transaction code SE38 and enter the report name RSEOUT00. Enter the following values and execute
the report:
 Note
Execute RSEOUT00 report using back-ground program.
The below images explain the setps involved to process 100 IDocs as a single message:
WE20

PI Sender Communication channel

SE38 - RSEOUT00
For more information on Contract Account Replication – Extension on CPI Artifact, see https://help.sap.com/
viewer/368c481cd6954bdfa5d0435479fd4eaf/Cloud/en-US/d3741720e29842e4bf547dcd66139f7f.html

2.1.3.3.6 Code Lists Mapping
Automatic Code List Mapping
Automatic and manual code list mapping must be maintained for the utilities specific codes..
In the code list mapping, ensure that the delimiter is set to comma (,) and the Code List Mapping Group as 03 -
SAP On Premise Integration.
 Note
If you are using the MDG framework to replicate business partners, you also need to maintain the code list
mapping for role code from S/4HANA to role : CRM000 in the SAP Cloud for Customer.
Prerequisites
Before downloading the code-list mapping report you need to activate BC set ISU_S4H_C4C_INTEGRATION in
SCPR20 transaction.
Follow these steps to create and configure a new mashup for integrating front office processes with your SAP
S/4HANA system.
Process .
○ Description
○ Active Flag
 Note

Related Information
2.2 Functional Scenarios

Learn about the functional scenarios in the Utilities Contact Center.
Customer Search [page 308]

In the cloud solution, search for utilities customers that exist in the SAP S/4HANA system.
Live Activity Center and Enterprise Search [page 308]

Enterprise search in HTML client and Live Activity Center-based search in Fiori client are available for
Utilities Contact Center. The utilitiesspecific object categories are available in enterprise search or live
activity center only if the Utilities Call Center solution is scoped in the system.
Move Processes [page 314]

Alerts [page 328]

You can view static content under the Alerts side panel across the Customer, Premise and Contcat
Account screens in Utilities Contact Center solution.The Alerts framework is also available at every
stage of move processes.
Premise [page 329]

The Premise work center is a hub that allows you to perform a host of utilities functions such as
creating or changing move-in's, move-out, transfer and meter readings. In addition, view the premise
on a map, display object hierarchy for installation point and create new sales PODs for the premise.
Contract Accounts [page 340]

This work center view displays all contracts for a selected contract account including information such
as move-in and move-out dates.
Utilities Views in Customers [page 356]

Customer screens include a large scope of utilities solution. When you scope utilities industry in the
business configuration scoping, you will see a standalone workcenter for Utilities in the workcenter
menu. Further, customer is also scoped with utilities specific screens.

Sales POD is a point of delivery that you create in your SAP Cloud for Customer system. A new
workcenter is available for Sales POD.
Front Office Process [page 404]
Master Data Template-Based Processes [page 404]
Account Executive Dashboard [page 408]

Account Executive Dashboard contains information tiles to show corresponding list view of configured
object for the user’s key accounts.
Business Partner Exception Management (BPEM) - Integration with SAP ERP or S/4HANA System [page
410]
Audit Trail Logs in S/4HANA System [page 415]

You can now use the logs in S/4HANA system to track updates performed in the Utilities Financials
screens.
Remove Personal Data in Contract Account and Sales POD [page 416]
Appendix with List of Relevant S/4HANA Transactions [page 416]
2.2.1 Customer Search
In the cloud solution, search for utilities customers that exist in the SAP S/4HANA system.
The search launches an online search for business partners in the S/4HANA system. Use the advanced search
based on customer identification, address details or specific utilities information such as point of delivery,
service location, service order, meter ID, connection object ID, contract ID, and so on. You can also customize
the search criteria with extension fields.
 Note
For a local search within the cloud solution, you need to replicate the utilities business partners from S/
4HANA system to your cloud solution. Additionally, you must have defined the required code list mapping.
Enhancement in Customer Search
In the search result for a customer, if the customer is the contact, you can navigate to the customer details
page using the hyperlink in the Contact ID column.
2.2.2 Live Activity Center and Enterprise Search
Enterprise search in HTML client and Live Activity Center-based search in Fiori client are available for Utilities
Contact Center. The utilitiesspecific object categories are available in enterprise search or live activity center
only if the Utilities Call Center solution is scoped in the system.
Enterprise Search
Enterprise search is available in the HTML client for the following utilities categories. Note that for the Utilities-
Customers category, the basic customer search is a local search in the cloud solution and advanced search is
executed as online search. The search for other utilities categories is an advanced online search.

● Utilities-Contract Accounts
For basic search for contract accounts, search using Contract Account and Contract Account Name
● Utilities-Customer
For basic search for customers, search using Customer ID, First Name, Last Name, Phone Number, and
Email Address.
● Utilities-Point of Delivery
For the basic search for POD, search using POD ID, Installation ID.
● Utilities-Premise
For basic search for premise, search using Premise ID and Address.
Live Activity Center
You can use the live activity center based search in the responsive UI (RUI) client to search for utilities objects.
The search feature is similar to enterprise search in the HTML client.
Configure Search Objects
To configure search objects, follow these steps:
1. Launch the Live Activity Configuration screen ( Administrator Service and Social Live Activity
Configuration ).
2. In the Search Objects section of the screen, click Add.
3. In the Add Search Object box, select the object that you want to add, and then click Add. If you want to add
more objects, select Add and New. If no objects are selected, the following objects are searched:
○ Account
○ Contact
○ Individuals
○ Tickets
4. Click Save.
Conditions for Enterprise Search and Using Live Activity Center
The following conditions apply for the search using both Enterprise Search and for search using Live Activity
Center.
● For the customers' category, the basic search is a local search in cloud solution and advanced search
triggers an online search.
● For the premise category, search using division must be executed along with equipment number.
● For POD category, search using division must be executed along with installation number.
● Customer and Premise Search:
○ Search using either house number, street name, apartment ID, floor ID, or country/region must be
supported with additional parameters.

○ Search using house number, apartment ID, and floor ID must have a combination of postal code or city
or street name.
○ Search using street name must be executed along with either postal code or city or house number.
Live Activity - Identify Customers from Independent Communication

Information
Under Live Activity screen, when you receive the calls through IVR, you can now identify the customers based
on independent communication data i:e phone number stored or replicated in the system.
2.2.2.1 View Contract Account and Premise Details in Live

Activity Center
In Live Activity Center, you can view the contract account and premise details of an customer and account.
As an administrator, you can enable contract account and premise tables in the live activity center. Go to
Administrator Service and Social Communication Channels Live Activity Configuration , and select
the Enable Contract Account checkbox.
When you select a customer and account, a table with the contract account and premise details appears.

2.2.2.2 Confirm Contract Account in Live Activity Center
In Live Activity Center, you can confirm the contract account details of an already confirmed customer and the
same contract account would be defaulted across all the screens of the customer.
When you select a customer, a table with the contract account and premise details of the customer
appears.You can confirm the required contract account and the same would be defaulted across the following
screens of the confirmed customer: Utilities 360, Utilities Financials, Utilities Rate Change , and Utilities
Collections . You can also unconfirm the contract account and the same would be unconfirmed across the
above mentioend screens of the confirmed customer.

Confirm Contract Account from IVR in Live Activity
You can confirm the contract account via IVR(Interactive voice response), along with the customer. The
confirmed contract account in Live Activity is reflected in Utilities 360, Utilities Financials and Utilities
Collections screens of the customer.
Service and Social Communication Channels Live Activity Configuration and set value for field Select the
custom field that you want to use to confirm Contract Account from IVR.

Confirm Collective Contract Account from IVR in Live Activity
This enables you to confirm the collective contract account from Contract Account table in Live Activity screen
of the customer.
The details of the confirmed collective contract account is defaulted under Utilities Financials, Utilities
Collections, Utilities Rate Change and Utilities Contracts screens of the customer.
Reuse Libraries for Contract Account
The reuse libraries for contract account provide additional, very specific services to the scripting language that
are relevant to fetch the Confirmed Contract Account.
Get Confirmed Objects
To use this reuse library, you need to import the http://sap.com/xi/AP/CRM/Global name space.
UtilitiesLib.GetConfirmedObjects
Description Returns the contract account confirmed from the Live activity in the current session. The confirmed
contract account can be used in custom tab.
Example import AP.CRM.Global;var ConfirmedObjects =

UtilitiesLib.GetConfirmedObjects(this.CustomerUUID);
this.ConfCAID =
ConfirmedObjects.UtilitiesConfirmedObjectElements.GetFirst().Confirm
edObjectValue;;
Result:
The confirmed contract account will be returned.
2.2.2.3 Open Customer Hub from Live Activity
When a call is simulated through IVR, the respective customer gets identified in Live Activity and the Customer
Hub screen of the identified user opens up.
Service and Social Communication Channels Live Activity Configuration and set value to YES for
optionOpen Customer Hub.
Once you enable the option of opening custome hub you will be able to ebale the new contract accounts table
containing list of contract accounts for the identified customer under the following path Administrator
Service and Social Communication Channels Live Activity Configuration Utilities Settings and set value
to YES for optionConsider Contract Account View in Customer Hub.

2.2.3 Move Processes

Section Description

to Yes.
to Yes.

3. Click Save.
and conditions.

display.

2.2.3.3 Move-In
Move-in of a service means that a customer is signing up for a utilities service such as gas, electricity, water,
and so on. A move-in created in SAP Cloud for Customer creates a corresponding move-in in the SAP S/
4HANA system.
Create Move-In
You can create move-in either using:
● Move-In in the various utilities processes

● Move-In in the Customer toolbar; This is a guided move-in process
● Move-In using MDT in the Customer toolbar; This is a guided move-in process.
 Note
For guided move-in, you can use one of the two available UI options - Move-In or Move-In using MDT.
The decision and the necessary configuration must be made during early implementation.
To create a move-in, you must specify the mandatory fields Contract Account, Start Date, and Joint Invoicing
and select the service address. The mailing address is populated using the service address. The list of contract
accounts available for selection is pulled in from S/4HANA system.
New Mailing Address: Set the flag for New Mailing Address in the Create Move-In dialog screen to create a new
partner in the S/4HANA on-premise system. Note that the standard address in the S/4HANA system isn’t
updated if you don’t set the flag for New Mailing Address. Validity date range is introduced in Move-In using the
new Valid From and Valid To fields within the mailing address.
 Note

When you select a valid Service Type, the fields for meter reading are enabled and you can update the meter
reading for each of the devices at move-in. You can also select a meter reading type and note type. After saving
the move-in, a new move-in document and contract are created for the customer (and for the specified
premise) in the S/4HANA system and a new move-in is added to the Contracts table.
 Note
Create Service Order: Select the checkbox for Create Service Order when creating a move-in, move-out or
transfer. A corresponding service order is created for the move-in request and is displayed in the list of
service orders in the Service Orders screen. This feature for create and display of service orders is available
only if you have performed business replication to customer master. Additionally, in the BAdI
configuration, the Order Type, and Order Code for service order has to be defaulted in the S/4HANA pre-
BADI.
 Note
screen displays all the contract accounts from S/4HANA that are linked to the business partner.
When you create a new move-in or transfer, you notice that the move-in (or move-out as applicable) date and
the meter reading date are the same. If you change the move-in date, this correspondingly updates the meter
reading date with the new date. However, when you estimate a meter reading (in move-in, move-out or
transfer), you can change the meter reading date to a different date.
Rate Category Selection During Move-In
Based on the premise that you select and the current or the move-in date, the active rate category is defaulted
for a contract from S/4HANA. You can also modify the default active rate category by selecting a rate category
from the list of all rate categories valid for the selected division. These values are retrieved from the S/4HANA
system using the move-in date for the selected installation.
 Note
When you modify the rate category, a new row gets added for move-in with date starting from move-in date.
The existing rate category exists with ending date just before the move-in date where the move-in date is
D-1 with D being the current date.
Cancel Move-In
Select a move-in from the table and use Actions Change Move-In to cancel an existing move-in. A
message is displayed confirming the cancellation. Further note the following: 1) If a move-out date exists, the
Change Move-In is not enabled. 2) The entry for the move-in is deleted from the table.

 Note
Note that you can only cancel a move-in for which no move-out has been created. On cancel of a move-in
for which move-out has already been created, you are prompted with a message that the move-in is
irreversible.
Edit Move-In
You can change the date for an existing move-in. Note that the date can’t exist earlier than the move-out date of
previous contract.
change in date.
2.2.3.3.1 Guided Move-In
Launch guided move-in from the toolbar in accounts and individual customers or in the Premise using the
Move-In button.
enter meter reading, create a service order, request security deposit, update mailing address, and add
additional notes.
You can view both AMI and non-AMI meter details in the move in process. If it’s an AMI meter, the AMI-related
capabilities appear dynamically.
Steps in a guided move-in are discussed as follows:
1. Customer and Premise

○ The Customer section defaults the customer ID and name. To create a new individual customer, select
New Customer; and to create an account select New Account. When a new customer or an account is
created, a contract account is created automatically.
 Note
You can also use type ahead search to select an address after typing only a portion of it. For
detailed information on Address Type Ahead Search, refer to
 Note
If you've implemented move-in using MDT, to create a customer or contract account during guided
move-in, maintain the required configuration for MDT. For more information, see MDT Templates
for Move-In, Customer, Contract Account & Rate Change Using Guided Processes [page 61]
○ The Premise section displays the Move-In Address, Move-In Date (current date), and Supplementary
Fields.
2. Services

meter reading.
and capabilities in the move-in process. Create and change the meter reading screens to view device
information record.
 Note
 Restriction
It is not possible to identify the device for which meter reading history is displayed in Move-In GAF
as there are multiple rows of device as lead selection.
○ Move-In Date is the same as selected for the service.

3. Contract Account and Billing
○ The header section displays Customer ID, Move-In Address, and Move-In Date.
○ In the Contract Account section, you can create a new contract account. From the External ID value,
help you can select an existing contract account.
○ In the mailing address section, by default the flag is set to Yes for Same as Move in Address option to
use the move-in address as the mailing address. By setting this flag to No, you can create a new
mailing address to add all the necessary communication information such as Phone, Mobile, E-mail,
and Fax details or use the PO Box details option to add the PO box address details for the customer.
COD_UTIL_SECURITY_DEPOSIT or ISU_C4C_SECURITY_DEPOSIT business add-in.
4. Additional Offering
○ Select and add the External products configured in product list for the particular customer.
After adding the products,the system creates corresponding sales quotes for the products selected and
they are visible in the Sales Quotes tab.
 Restriction
○ The Guided Activity Floorplan (GAF) data automatically disappears after Move-In action.
○ Product list are not handled for sales areas, territory and so on.
○ The custom extensions for Sales process is not supported.
5. Review
○ This step displays a summary of all information maintained in the previous steps. Review the details
and click Create Move-In to initiate the move-in process.

Performance Improvements in GAF
In the step 2 of Move-In GAF where services and meter reading reusable Embedded Component (EC) are
available for which the round trips made to S/4 HANA are reduced.
In the following ECs, the property in the in port RequestFireOnInitialization and RequestAutoRefire is set to false.
So, to use the EC in any screen fireOutport should be used to call it explicitly.
● COD_UTILITIES_ACCOUNT_AND_PAYMENT_DETAILS.EC
● COD_UTILITIES_SERVICES_AND_METER_READING_EC.EC
● COD_UTILITIES_CONTRACTACCOUNT_AND_BILLING.EC
● COD_UTILITIES_MOVEIN_REVIEW.EC
● COD_UTILITIES_MOVEOUT_REVIEW.EC
● COD_UTILITIES_TRANSFER_REVIEW.EC
Related Links
MDT Based Processes
2.2.3.3.2 Use the Contract Level Security Deposit and Joint

Invoicing Details in Move in Process
Use the security deposit and joint invoicing details at contract level in move in process.
To enable the Contract Information table appear on the move in process page, go to Business Configuration
Implementation Projects Your Project Edit Project Scope Questions Industry Solution Utilities ,
and then select Utilities Call Center and Service. From Questions for Utilities Call Center and Service, select Do
you want to enable Security Deposit at contract level?.
Based on the requirement of your project, you can use the previous billing information or the new contract
information table for the process. Both billing information and contract information have joint invoicing and
security deposit details. However, while billing information appears at the Contract Account level, contract
information appears at the Contracts level.

2.2.3.3.3 Perform Rate Simulation in Move in Processes
For a move in, you can perform rate simulation to get information about the alternative rate categories that are
available.
2.2.3.4 Move-Out
Move-out services can be initiated in the S/4HANA system from your cloud solution from the Premise view for
a customer.
Create Move-Out
A move-out can be initiated if the contract account has valid contracts and associated move-in's for the same.
The service address and meter readings are defaulted. You can specify a move-out date and also the meter
reading at move-out, note type, and the meter reading type.
New Mailing Address: Set the flag for New Mailing Address in the Create Move-Out dialog screen to create a
new mailing address during move-out. This address replaces the standard address maintained for the business
partner in the S/4HANA on-premise system. Note that the standard address in the S/4HANA system is not

updated if you have not set the flag for New Mailing Address. Validity date range is introduced in Move-Out
using the new Valid From and Valid To fields within the mailing address.
 Note
The action Cancel allows you to cancel the customer mailing address for a move-out. Therefore, after you have
completed the move-out and refreshed the screen, you will no longer see the customer mailing address.
On save, the existing contract in S/4HANA system is terminated and a confirmation for the same is displayed in
the cloud solution. Further, the move-out date is updated with the end-date.
Cancel Move-Out
Select a move-out from the table and use Actions Change Move-Out to cancel a move-out that has
been created earlier. Once you cancel a move-out, a confirmation message is displayed that the move-out has
been canceled. Further, that end-date for the contract is set to unlimited.
Change Move-Out
You can change the date for an existing move-out. Note that the date cannot exist earlier than the move-in date
of the previous current contract.
2.2.3.4.1 Guided Move-Out
Launch guided move-out from the toolbar in accounts and individual customers. Guided transfer is also
launched when you select a move-out line item in a premise and then click Move-Out button.
enter meter reading, create an S/4HANA service order, request security deposit, update mailing address and
add additional notes.
Steps in a guided move-out are discussed as follows:
1. Customer and Premise:

○ The Customer section defaults the customer ID and name.
○ The Premise section displays the Move-Out Address and the Move-Out Date (current date). Select a
move-out reason using value help on the field.
2. Services:

meter reading.
 Note
○ Move-Out Date is the same as selected for the service.

○ The header section displays Customer ID, Move-out Address, and Move-Out Date.
○ Possibility to create a new customer and a new contract account in the process of creating a move-out.
○ In the mailing address section, select Same as Above to copy the move-out address.
4. Review:
click Create Move-Out to initiate the move-out process.
2.2.3.5 Transfer
You can transfer the services for an existing move-in using the transfer feature. Click on Transfer in the Premise
screen to initiate transfer.
Process Flow for Transfer of Move-In Address
1. Select a contract from the table and click on Transfer. In the dialog box that appears, the Move-Out Address
displayed is the same as the move-out address of the selected contract.
2. You need to specify the mandatory values for Contract Account and Joint Invoicing.
3. Select the address for the new move-in and then you are prompted to enter the start date of the new move-
in.
4. Also select the service address for the new move-in. The mailing address is defaulted to the service
address of the new move-in. Choose to maintain the other values for transfer in the dialog box.
New Mailing Address: Set the flag for New Mailing Address in the Transfer dialog screen to create a new
partner in the S/4HANA on-premise system. Note that the standard address in the S/4HANA system is not
updated if you do not set the flag for New Mailing Address. Validity date range is introduced in Transfer
using the new Valid From and Valid To fields within the mailing address.
 Note

5. Set the flag for Create Service Order if you need to create a service order to initiate the transfer. For every
device (Equipment) that is moved-in to, a service order can be created. Note that triggering service order
creation is optional.
 Note
6. In the Meter Reading table, you will see a list of services for both the new move-in address and the move-
out address. You can specify the corresponding meter readings at move-in/move-out. Specify the
corresponding move-in/move-out dates for each of the services and save your entries.
RESULT: You select an active contract and initiate a transfer. Note that you are moving in to new service
address and moving out from an existing service address. But there is no move-out for the contract as part of
transfer. Once the transfer is complete, the selected contract is updated in the Contracts table with the move-
out date.
The meter reading table is also refreshed with the entries for the new move-in address. If you have set the flag
for Create Service Order, a new service order is created and an entry is made in the table for service orders in
the Utilities Service Orders screen.
 Note
Force Move-Out: If there is an existing customer in the new Move-In Address, this customer is replaced by
the new customer moving-in.
Guided Transfer
select a move-in line item in a premise and then click Move-In. Guided transfer process includes the following
five steps:
● Move Out Premise:

● Move Out Services:
category, installation ID, and division.
● Move In Premise:
○ The Premise section displays the move-in address, date, and premise external ID. Select a move-in

● Move In Services:
category, installation ID, and division.
● Contract Account and Billing:
○ Create additional notes. Notes that you create here will also be reflected in your S/4HANA system.
● Review: This step displays a summary of all information maintained in the previous steps. Review the
details and click Complete Transfer to initiate the transfer process.
 Note
2.2.3.5.1 Guided Transfer
select a move-in line item in a premise and then click Move-In.
You can view both AMI and non-AMI meter details in the move in processes. If it is an AMI meter, the AMI-
related capabilities appear dynamically.
Guided transfer process includes the following steps:
1. Move Out Premise:

2. Move Out Services:
3. Move In Premise:

○ The Premise section displays the move-in address, date and premise external ID. Select a move-in
4. Move In Services:
and capabilities in the move-in of transfer process. Create and change the meter reading screens to
view device information record.
 Note

○ Billing information such as Joint Invoicing, Reason for Deposit and Security Deposit are defaulted for
COD_UTIL_SECURITY_DEPOSIT or ISU_C4C_SECURITY_DEPOSIT business add in.
6. Review:
click Complete Transfer to initiate the transfer process.
 Note

2.2.4 Alerts
You can view static content under the Alerts side panel across the Customer, Premise and Contcat Account
screens in Utilities Contact Center solution.The Alerts framework is also available at every stage of move
processes.

2.2.5 Premise
The Premise work center is a hub that allows you to perform a host of utilities functions such as creating or
changing move-in's, move-out, transfer and meter readings. In addition, view the premise on a map, display
object hierarchy for installation point and create new sales PODs for the premise.
Use the icon for Map View to view the premise locations plotted on google maps. In the premise header, the
Installation Point is hyperlinked.

Overview
This screen has three sub-sections, namely the Map View, Highlights and Customer Overview. This view is
displayed in the Collapse Map mode by default. Click on Expand Map to display the premise in map view.
Highlights
This section displays key details such as connection status for an installation or any other custom defined
messages. Click on the hyperlinks for Contract Account and Name to navigate to the Contract Account and
Individual Customers work center views respectively.
Customer Overview
In this section, you can:
● Create a Simple Move-In. Use the Move-In on the toolbar to create a guided move-in.
● Cancel a Move-In
● Change a Move-In
● Create a Simple Move-Out. Use the Move-Out on the toolbar to create a guided move-out.
● Cancel a Move-Out
● Change a Move-Out
● Create a new Transfer

Connection Details
This tab screen displays the object hierarchy starting from the installation or the point of delivery. The Details
section below lists information for the installation point such as the Meter Reading Unit, Grid Level Type, Status,
Guarantee of Supply (field from the S/4HANA IS-Utilities) and so on.
Meter readings are displayed for a selected device in a table below. Edit the meter readings or create a new
meter reading. Use the advanced search to search for a device for the selected premise, that is not displayed
here.
 Note
The New Meter Reading allows you to create new meter readings using a form template. Use the New Meter
Readings menu option under the gear icon to create meter readings using the standard screens in your
solution.
Tickets
This tab screen displays all tickets associated with the premise. Search for tickets in this screen using the filter
values - Completed Tickets, Open Tickets, Related to Premise Only, Related to Point of Delivery. You can also use
the advanced search to look for tickets.
Create new tickets and also select a point of delivery related to a premise. To do this, you can use the search
help for the POD External ID. The installation point, address details and the Premise Ext. ID are prefilled for the
ticket. Click on a ticket in the list to navigate to the Tickets work center.
 Note
Two POD IDs are displayed when creating a new ticket from a premise. The premise that is displayed by
default reflects an existing implementation where the search help for point of delivery or POD External ID is
restricted to the Cloud for Customer system. A new implementation for the POD External ID is available
wherein an online search is performed in the S/4HANA system to fetch values for POD External ID.
Service Orders
In this screen, a call center agent can find an overview of service orders logged in for the premise You can also
create new service orders for the premise. Note that the service address is not defaulted to the premise
address to allow you to log a service ticket for a different service location.
Sales POD
Search for a sales POD linked to the premise or create new sales POD. The premise ID and the address details
are copied from the selected premise.

For detailed information, see Sales POD.
Service Notifications
For detailed information, see the documentation for topic Utilities Service Notifications.
Exceptions
For more information, see Business Partner Exception Management (BPEM)
Disconnection Documents
In the Disconnection Documents section, view the disconnected documents associated with a premise or an
installation.
 Note
Documents that have no disconnection activity are not displayed.
You can use Premise objects for Analytical Reporting. To find the objects go to Business Analytics Design
Data Sources . For details on Analytical Reporting, see https://help.sap.com/viewer/
Premise Quick View to Display Active Services and Active Customer
When you hover over the premise you can see the details of it under the premise quick view. In addition to the
previously added obejcts you can also view the number of existing services, premise type, address in the label

and the current active customer under this premise quick view.
2.2.5.1 Premise Object Title
For easy and quick identification you can now turn on an alternative title for premise object based on scoping
question.
The alternative title displays house number, street name, and house supplement, which makes it more
meaningful.
To configure the premise object title navigate to Business Configuration Edit Product Scope Industry
question.

2.2.5.2 Views in Premise
Due to change in business landscape there is a need to provide some important views under premise. The
information visible would be pertaining to the premise only
2.2.5.2.1 Central
This tab displays cards such as Customer, Recent Tickets, and Recent Meter Readings.
● View recent customer details in Customer card and Google map view for the premise.
● View recent tickets and create ticket in Recent Ticket card.
● View recent meter readings and enter new meter reading in Recent Meter Reading card.
2.2.5.3 Meter Reading

 Tip
The meter readings in the Utilities Contracts tab screen are displayed only for the previous one year
calculated at the current date. But the meter readings in the Utilities Overview and Utilities 360 tab screens
display meter readings only for the last five transactions.
 Note
 Note
● Override
Meter Reading Order
● Create and edit meter reading orders in the Utilities Financials tab for customers and in the Connection
Details tab in the Premise work center.

Billed.
 Note
09.
● When creating meter reading for Register1, the system automatically creates meter reading orders for
all other registers associated with the equipments.
Summary of Validations for Meter Readings
Following new validations are available for guided processes (move-in, move-out and transfer)
● New Validate action on the UI for move-in meter reads in guided processes.
● A new status indicator shows if the meter reading has been successful or is errored.
● A flag - Override that allows you to ignore an invalid read and continue to save your move-in.
Validations in Guided Processes
Use Validate UI action to validate meter readings in guided move-in, move-out and transfer.
Validations for Meter Reading Create
● Reset option in the UI dialog for New Meter Reading.

● If meter readings are blank, then meter reading orders are created for meter reading reasons 02 and 09.
● Move-in, move-out and billed meter reads are not editable.
Related Information

2.2.5.4 View Information About the Validity of a Meter
The Connection Details tab of a Customer displays the validity period of meters of a premise or an installation.

2.2.5.5 View Device Location Details
In the Meter Information table,view the device location details related to the selected device and connection
object. The device location note appears in the Notes popup.
2.2.5.6 Advanced Metering Infrastructure (AMI)
Use Advanced Metering Infrastructure (AMI) to capture consumption from the periodic interval meter
readings. This information is for display only and cannot be modified.
Advanced metering infrastructure (AMI) is an integrated system of smart meters, communications networks,
and data management systems. Use this system to enable two-way communication with your customers.
Access details on AMI and non-AMI meters under the Meter Information table for meter readings. Find this
table under:
● Customers Utilities 360 Object Hierarchy Device Details .

● Utilities Premise Connection Details Device Details .
On the Connection Details page, click Ping to receive the status of the meter from the call center. The
status comes with details that can be used for analysis. The ping provides the date and time of the last ping
along with the details of the meter. For example, in the following image, the voltage of the meter is
displayed.
The following details are retrieved from the SAP ERP system and displayed in the Meter Information table.
 Note
In the Utilities 360 tab, the Meter Informationtable is displayed only if you select an AMI activie device.
However, in the Connection Details tab in the Premise, the Meter Information table is displayed irrespective
of whether the device is AMI active or not AMI active. However, the fields listed below are displayed only for
an AMI active device. If you select a non-AMI device, then only the general meter reading details are
displayed.
● AMI Status
● Remote Connect
● Remote Disconnect
● Remote Meter Reading
● Manual Meter Reading with AMS
● On-Demand Meter Reading
● Request Operational State
 Note
Some of the fields listed above are personalization hidden and can be enabled by the user.
2.2.5.6.1 Configure Safety Message for Reconnect

Reconnect popup.
2.2.6 Contract Accounts
This work center view displays all contracts for a selected contract account including information such as
move-in and move-out dates.
The contract accounts are listed with the following details: Contract ID Description, Contract ID, Customer ID,
Customer Name, Customer External ID, Bill to Party, Payment Terms, Collective Contract Account ID, Due
Amount, and Open and Payable Amount.

 Note
In the BAdI configuration, make sure the Bill Form and Clearing Category are defaulted in S/4HANA pre-
BADI.
Alternate Contract Account Work Center
This new work center provides you the capability to use value help search in advance search.
Possibilities for Creating New Contract Accounts
You can create new contract accounts using:
● The Create Contract Account in the toolbar for Customers

● The Move-In (guided move-in). The guided move-in uses the master data template (MDT) and therefore
you can extend the functionality by adding new fields or removing existing ones.
Sales Quotes
All sales quotes for the selected contract account are displayed in this tab screen. You can create a new sales
quote or search for an existing quote using Basic/Advanced Search.
You can use Contract Account objects for Analytical Reporting. To find the objects, go to Business Analytics
Design Data Sources . For details on Analytical Reporting, see https://help.sap.com/viewer/
Related Information

2.2.6.1 Configure Alternate Contract Account Work Center
question.
2.2.6.2 Views in Contract Account
2.2.6.2.1 Details
This view displays the consolidated general, financial, and more information of the contract account. This
screen gives visibility of all the details pertaining to the selected contract account in a single place.
The links in the following fields open the associated objects: Customer External ID, Customer ID, Bill to Party,
Corr. Recipient, Alt. Dunning Recipient, and Alternative Payer.

2.2.6.2.2 Tickets
This screen displays all tickets created for the contract account.
Create a new ticket for contract account by selecting the New option. While creating the new ticket the system
auto populates the Contract Account ID for that contract account.
Create the BPEM cases by selecting the contract account case category provided in tickets.

2.2.6.2.3 Locks and Contracts
This screen displays all the locks related to the contract account and contract.
This screen has three sections has the following sections in it:
Locks
All locks for the selected contract account are listed in this screen. Details that are displayed include Lock
Status, Object, Object ID, Lock Type, Lock Reason and validity dates. You can create, edit, and delete locks. The
following lock types are supported for contract account locks:
● Calculate Interest
● Dunning
● Income Payment
● Invoice
● Invoicing
● Outgoing Payment
● Posting/Clearing Lock
Contracts
This tab screen displays all contracts associated with the contract account. They are listed with details such as
the Contract Account ID, Customer ID, Contract ID, Premise ID, Service Address, Installation, Point of Delivery
(PoD), Division, Move In Date, Move Out date and Rate Category.

Select a contract and use Actions Edit Block to edit details such as Billing Reason and Release Reason for
a contract.
Contract Locks
When you select a contract in the Contracts table, the corresponding locks for the contract are displayed in the
Contract Locks table below. Details such as Lock Reason, Status, validity dates, Object ID, and so on, are
displayed for the locks.
In the Contract Locks table, use Actions Create New Lock/Edit Lock features. Only locks of type Invoicing
can be created for contracts.
2.2.6.2.4 Invoices
This screen displays the invoices pertaining to the open contract account.
A list of invoices created for the contract account and for each of which one or more corresponding billing
documents exists, are displayed in this section. You can set a date range to view the invoices of that time
period. Some of the available options are Invoices From Last 1 Year, Invoices From Last 90 Days, and Invoices
From Last 7 Days.

2.2.6.2.5 Open Items
This screen displays all the unpaid financial documents pertaining to the open contract account
For the selected line item, you can perform the actions Create Locks, Manual Posting, Deferral, and Reversal.
You can also verify the document origin key and origin text; displayed in the table.
2.2.6.2.6 Payments
This screen displays all the payment documents created for the contract account.
You can also cancel a particular payment line item by selecting Cancel Payment action provided on the
Payments table.

2.2.6.2.7 Account History
This screen displays history of all financial transactions pertaining to the contract account.
For the selected line item, you can perform the Reversal action.
2.2.6.2.8 Security Deposit
This screen displays all the security deposit documents posted for the contract account.
You can also perform actions like Reverse, Release and Partial Release on the security deposit docuemnts
based on the status.

2.2.6.2.9 Collection
This screen displays the collections details pertaining to the open contract account.
The details that appear in the Collections tab are
● Dunning History - Displays the dunning activity of the contract account. With this functionality, you can
create and send payment reminders or dunning letters to your business partners to remind them of
overdue payable and to request payment.
● Returns - Displays the list of payment transactions, which are returned from the target systems (Bank,
Cheque, SEPA, and so on)
● Correspondence History - Displays the history of all the correspondences sent to the customer.
● Write Offs - Displays the list of items, which have been written off. Writeoff data provides information on a
business partner's payment history.
2.2.6.2.10 Communication Preference
In this screen, view contact information and preferences for notifications such as email, text, or IVR for
different services.
This is integrated with Smart Energy Water to view and update the preference in Service Cloud.

Related Information
2.2.6.2.11 Consumption Graph
In Consumption Graph, review the usage graph for the services installed for a contract account.
The usage graph is integrated with Smart Energy Water to view the usage information for linked Premises in
Contract Account.
Related Information

2.2.6.2.12 Billing Plans
View and maintain the Payment Plan and Budget Billing Plan pertaining to the open contract account.
Payment Plan - Create, edit, display, and deactivate payment plans for a contract account.
Budget Billing Plan - Create, edit, and display the budget billing plan for a contract account. The budget billing
plan is the basis for charging budget billing amounts.
2.2.6.2.13 Payment Arrangements
This screen you can view and maintain the Installment Plan, Promise to Pay pertaining to the open contract
account.
Installment Plan - You can create, view, or change the installment plans. With an installment plan, you divide
source items to several installment receivables that have a due date in the future.
You can view the total variance amount - with changes to the installment plan amounts - in the Calculated
Variance field for contract account. You can access the over or under amounts while creating or editing the
Installment Plan.
Promise to Pay - You can create, view, or change the promise to pay plans. Use a promise to pay to record a
business partner's agreement to pay receivables that are on the account.

2.2.6.2.14 Central

● View the recent invoice PDF by selecting the Hyperlinked invoice item in Recent Invoice card.
the previous month.

2.2.6.2.15 Outage Map
In this screen, view the nearby outage area for a customer based on contract account.
It shows the current map as well as the planned outage map based on city or ZIP code.
The outage map is integrated with Smart Energy Water to view the outage areas.

Related Information
2.2.6.2.16 Compare
In this screen, view the power consumption difference of a time period for a customer.
It displays the current month or year power usage compared to previous month or year usage depending on
ZIP code,utility, and so on.
This is integrated with Smart Energy Water to view the consumption difference.
Related Information
2.2.6.3 Contract Account Object Title
For easy and quick identification you can now turn on an alternative title for contract account object based on
scoping question.
The alternative title displays conract account external ID and name, which is more meaningful.
To configure the scoping question for contract account you can navigate to Business Configuration Edit
Product Scope Industry Solution Utilities , and then select Utilities Call Center and Service.

2.2.6.4 View Collective Account as a Contract Account

Object
Launch collective account as a contract account object. A table with the details of the child accounts of the
collective contract account is displayed.

2.2.6.5 Configure Profile Setup for Contract Account with
BRF plus Rules
As an administrator, configure the contract account profile in order to have a flexibility to hide or unhide which
tabs and cards to be visible based on contract account information.
Configure Profile Setup

● Select the Maintain Card and Tab to Configure Profile.
Create Profile Configuration
To create a profile configuration, follow these steps:
1. Navigate to Administrator Industry Settings and select Contract Account Profile Configuration.
2. Select theEnable Profile toggle button under Profile Configuration to determine the visibilities of the tabs
and cards.
3. Click New to create a profile.
The system sets the first profile as default. You can change it later.
All the Cards and Tabs are loaded based on the Business Configuration.
4. Enter an Alpha Numeric value as Profile ID.
 Note
Once saved, profile ID cannot be changed.
5. Select the Visible check box for the cards and tabs from the list that you need.
 Note
You must manually select the Central tab if you are selecting any card.
Delete the cards or tabs that you don’t want for the profile. You can add the deleted cards using + icon.
6. Click Save.
 Note
To save the configuration at least one profile should be marked as default.
Add rules for value determination
To add the rules for value determination, follow these steps:
1. Navigate to Administrator Industry Settings and select Rules for value determination for Contract
Account Profile.
2. Click Add Row to add rules.
3. Enter the following input fields:
○ Contract Account Category
○ Account Determination ID
○ Contract Account Class
Enter the Profile ID as output field.

If you make changes to your profile, you must adjust the rules accordingly.
4. Click Save.
5. Under Actions, click Activate Rules.
 Note
If the cards and tabs are hidden by the administrator, they are not visible even if you select them using
profile configuration.
2.2.7 Utilities Views in Customers
Customer screens include a large scope of utilities solution. When you scope utilities industry in the business
configuration scoping, you will see a standalone workcenter for Utilities in the workcenter menu. Further,
customer is also scoped with utilities specific screens.
Toolbar Options for Utilities
The following utilities specific options are available under Customer:
● Guided processes for Move-In, Move-Out, and Transfer.

● Object Hierarchy - Displays the complete object hierarchy for a selected contract account.
● Create Contract Account - Launches a dialog box with mandatory fields required for creating a new
contract account.
● Launch FOP - Launches the front office process that you have defined front office process in the S/4HANA
system and assigned to your utilities solution.
Utilities Screens in Customer
Following utilities screens are scoped-in for customer:
● Utilities 360
● Utilities Sales POD
● Utilities Service Notification
● Utilities Rate Change
 Note
Utilities Contracts and Utilities Overview tabs in Customer are not available for S/4 HANA scoping.

Related Information
Utilities Financials [page 144]

Utilities 360 [page 134]
Utilities Service Orders [page 167]
Utilities Rate Change [page 388]
Utilities Service Notifications [page 392]
A 360 degree overview of the object hierarchy for all utilities objects.
The Highlights section displays the overdue amount and total balance for a customer.
The Utilities Hierarchy section displays the object hierarchy for a customer. If collective contract account exists,
then the hierarchy is displayed from collective contract account. If the collective contract account is not
maintained for that contract account, then the hierarchy is launched for the contract account itself. The device
is the last level in the hierarchy.
 Note
If the contract account is a collective contract account (with multiple contract accounts within it), then the
hierarchy top node displays the collective contract account and the individual contract accounts are
included as sub-nodes for this collective contract account.
 Note
If records for business partners are more than a hundred, an icon for More is displayed.
Features of Utilities Hierarchy
● The Highlights section displays account header information such as Overdue Amount and Total Balance.
● The hierarchy under Utilities Hierarchy reflects the nodes related to the selected contract account.
● If the contract account has a collective contract account, then the hierarchy top node displays the
collective contract account.
● Select and click on any object in the hierarchy to display further details in the section below. For example,
for a contract account, the Dunning Procedure and Payment Terms are some of the details displayed in the
details section.
● The contract account (or collective contract) account, premise, contract, installation and device are
displayed for each top level hierarchy node in Utilities Hierarchy.

Actions
● Confirm - You can confirm a contract account or a premise. When you confirm a contract account,the
same would be defaulted across different screens of the customer likeUtilities 360, Utilities Financials,
Utilities Rate Change , Utilities Collections , and Utilities Contracts . You can also confirm the collective
contract account and the same would be confirmed across the above mentioend screens of the confirmed
customer. Further, a field Confirmed Contract Account is displayed above the table with the confirmed
contract account ID. Note that this action is greyed out by default and is highlighted when you select a
contract account or a premise.
 Note
The Confirm action is valid only until the logged in session of the individual customer is active.
● Unconfirm - You can unconfirm a contract account or a premise. When you unconfirm a contract account,
the Utilities Contracts and Utilities Financials tab screens no longer display only the confirmed contract
account details. Further the field that displays the confirmed contract account is no longer displayed and
the Confirm action is highlighted again.
 Note
The Unconfirm action is valid only until the logged in session of the individual customer is active.
● Create Contract Account - You can create a new contract account using this action in the Utilities 360
screen.
● Search - Search for a contract account, point of delivery or premise using this action. Note that search in
the Utilities 360 work center view performs an online search in the S/4HANA system.
Recent Changes
The Recent Changes section displays a recent history for all objects in your solution.
Customer Contacts in Recent Changes
Action, Communication Mode and Type, Priority, Additional Info, Delete Flag, Text and Created Date and Created
Time. When you create move-in, move-out or transfer, the contacts created as part of these processes are
saved to the backend S/4HANA system and displayed in the Utilities 360 screen as IS-Utilities contacts.
cloud solution. Further, a sample business add-in implementation is available to extend this feature.

2.2.7.1.1 Configure Utilities 360

Yes.
4. Click Save.

4. Click Save.

2.2.7.1.2 Configurable Object Hierarchy
The configurable hierarchy displays utilities object structure you have created in the SAP S/4HANA system, in
your cloud solution. Launch the configurable hierarchy from tool bar in Customer work center. Icons in the
hierarchy help to identify the different objects. Only one configurable object hierarchy can be active at any
time.
1. In your SAP S/4HANA-IS Utilities system, use transaction code ENVD to create a configurable hierarchy.
2. Next, assign the configurable hierarchy to IMG activity node Configure Object Hierarchy under SAP S/
4HANA Implementation Guide Customizing SAP Utilities Cloud for Customer for Utilities Configure
Object Hierarchy .
3. Implement Web Service - ISU_C4C_CONF_HIER_GET. The ISU_C4C_CONF_HIER_GET reads the profile
from the IMG node and sends it to the SAP Cloud for Customer system
On the Utilities 360 page, you can select a configurable hierarchy view of an individual customer or an account.
To set the configurable hierarchy view as the default view in Utilities 360, go to the Administrator work center
and click Industry Settings Utilities Settings for Utilities 360 , and in the Hierarchy tab, select
Configurable Hierarchy.
 Note
Selecting a default view for hierarchy overwrites all the adaptation or personalization settings. As an
administrator, you can clear the default view entry. This restores the previous settings.

FOP Profile
After you assign FOP profile for configurable hierarchy (go to Administrator Industry Settings Utilities
Settings for Front Office Process , and assign mash up ID for Hierarchy), you can launch front office process for
a line selection on the Utilities 360 page.
 Note
After assigning the FOP profile for configurable hierarchy, you must either reopen the Utilities 360 page of
the account or individual customer, or refresh the list, for the assignment to take effect.

As per the latest launch FOP enahncements in Configurable Hierarchy, you can launch FOP by selecting any line
item in the hierarchy and can also view the hierarchy details of the above objects of the seelected line item

passed in the URL.
 Note
The search performed in the Configurable Hierarchy view is independent of the search perfomed in the
Hierarchy View or List View.
You can perform advance search using Premise, Point of Delivery, and Device fields in the Configurable
Hierarchy view to get the respective hierarchies.

2.2.7.1.3 Alternate View for Object Hierarchy in Utilities
360
On the Utilities 360 page, you can select a list view of the 360 hierarchy of an individual customer or an
account. By default, the hierarchical view is selected for the objects.
The table view has no limit on the number of records to be displayed. You can confirm or unconfirm both the
contract account and premise on the same line item. When you click a line item, all the details related to the
objects are displayed in the area under the list or hierarchical view.

2.2.7.1.4 View Contacts from IS-Utilities
Action, Communication Mode and Type, Priority, Additional Info, Delete Flag, Created Date and Created Time.
When you execute S/4HANA processes, the contacts created as part of move-in, move-out or transfer are
saved to the backend SAP S/4HANA system and displayed in the Utilities 360 screen as IS-Utilities contacts.
Note that the contacts are created only for the processes that are configured in the S/4HANA system.

cloud solution. Further, a sample business add-in implementation is available to extend this feature. The BAdI
implementation is mandatory; The contacts table is displayed empty if BAdi is not implemented.

2.2.7.2 Utilities Financials
The Financials screen shows a detailed overview of the business partner invoices, payments, open items,
installment plans, as well as the premise and contracts associated with the business partner. Perform functions
such as updating meter readings, invoicing, installment plans, and so on, from the various tabs in this screen.
Header Bar
The Customer Must Pay Amount in the header is the total amount the business partner owes to the utility
company while the Customer Total Balance is the sum of all unpaid invoices for which the due date has elapsed.
The contract account that you confirmed in the object hierarchy in Utilities 360 is defaulted in the financials
screen. You can also select a contract account in the header to display the latest Dunning Level for the account.
Item level dunning information such as Dunning Text, Dunning Level, and Dunning Step are shown in the Open
Items tab.

Tabs in Financials Screen
The Utilities Financials screen has the following sections that are displayed as tabs:
● Open Items: The unpaid items for a billing document are grouped and displayed for each contract account.
You can also verify the document origin key and origin text; displayed in the table. The menu offers creation
of document locks and installment plans for the open items.
● Premises: Displays a list of premises tied to the customer.
● Installment Plans
● Payments
● Payment Plans
● Contracts with Meter Reading: This section displays all contracts for the customer with their meter
readings. Select a row to display all recorded meter readings for the selected contract account. Add new
meter readings here or even edit the existing entries. The locks table displays the locks for a selected
contract.
Financials in Customer Views
A synchronous call to the SAP S/4 HANA IS-Utilities gets initiated the first time the Utilities Financial in
customer is loaded. When the user navigates between different tabs (Open Items, Invoices, Payments, and so
on) the data is retained; A fresh call to IS-U is made during initial load or if a separate contract account is
selected.
A new service to IS-U is also initiated when the user performs specific action in one of these tab screens. For
example, any action performed in Payments or Open items tab screen and navigating to Invoices initiates a
service call to IS-U. The table contains detail information on the tab screens and actions that initiate a call to IS-
U.
Tab Screen Action Refresh Done on Navigation
Invoice Create Invoice, Full Reversal, Adjustment Re Open Items

versal
Payments Cancel Payment Open Items and Invoice
Open Item Manual Posting, Deferral, Reversal Invoice
Installment Plan Create IP, Edit IP, Deactivate IP Open Items
Payment Plan Create PP, Edit PP, Deactivate PP Open Items
Budget Billing Create, Edit Open Items
Promise to Pay Create, Replace, Reactivate, Withdraw Open Items
One Time Payment Payment and Open Items
Related Information
Installment Plans [page 153]

Bill Correction [page 147]
Create Invoice [page 149]
Bill and Invoice [page 149]
Rebill [page 148]
Invoice Document [page 154]
Audit Trail - Logs in ERP System [page 196]
2.2.7.2.1 Bill Correction
Utilities Contact Center S/4HANA edition offers comprehensive features for bill correction. These include bill
reversal (Adjustment and Full Reversal), rebill and invoicing document locks. Use bill correction to perform
reversals, modify meter reading and display the updated invoices from the S/4HANA system.
2.2.7.2.1.1 Adjustment Reversal and Full Reversal
Reversal is the first step to bill correction.
The Utilities Contact Center supports adjustment and full reversal for invoice documents. For both adjustment
and full reversal, you need to specify reversal reasons. You must maintain the reversal reasons in the fine tuning
under Business Configuration Open Activity List Utilities . The reversal reasons that you maintain in the
fine tuning must be the same as those configured in the IS-Utilities.
 Note
When you reverse an invoice or line items in an invoice, the invoice is marked as reversed (marked as 'X')
and a reversal document is created and sent to S/4HANA IS-U system. Additionally, a new row is created in
the Balances table for the the updated invoice from S/4HANA IS-U.
Adjustment Reversal
You can perform adjustment reversal only on the complete billing document. When you adjust reverse a bill, a
new bill with amount as negative is created under the invoice. On a reversed bill, you can also update the meter
reading and subsequently rebill the invoice. This will generate new bills with the latest amount. To perform
adjustment reversal, follow these steps:
1. Select the billing document (select the row that has the contract ID displayed) in the Invoice History table
of the Utilities Financials tab screen. When you select a billing document, the action Bill Correction gets
enabled.
2. Click Actions Bill Correction .
3. Select a valid reason for reversal.
4. Click Adjustment Reversal.
5. Click Meter Reading. A new window appears with the device and meter reading details.

7. Click Rebill.
Full Reversal
Use full reversal to reverse an invoice line item. When you full reverse, a new invoice with amount as negative is
created for the contract. On a reversed invoice, you can also update the meter reading and subsequently rebill
the invoice. This will generate new invoice with the latest amount. Follow these steps for full reversal.
1. Select the invoice line item (select the row that has the Invoice No displayed) in the Invoice History table.
Note that you can perform a full reversal only for individual line items of an invoice document.
2. Click on the bill correction
3. Enter the reversal reason
4. Click Full Reversal and the invoice line item is reversed.
5. Click Meter Reading. A new window appears with the device and meter reading details
2.2.7.2.1.2 Rebill
Use the Rebill feature to update incorrect meter readings.
Rebilling is required if you have made an adjustment or full reversal of invoice line items or an invoice. You need
to therefore use rebill to update the meter readings for reversed invoices. If you do not rebill, invoices are
generated for the previously available meter readings.
When you click Rebill, the Meter Reading is enabled and it allows update of meter readings for the invoice line
items or invoices .
2.2.7.2.1.3 Create Invoice
Create invoicing for billing documents.
Create Invoice with Meter Reading
Invoicing with MR: If you are creating an invoice with a meter reading, then the Create Invoice dialog also
displays the periodic meter readings for the contract account. If there are no periodic meter readings, an
interim meter reading order is created. Follow these steps to create an invoice with meter reading:
1. Click on the invoice with meter reading

2. Enter the meter reading in the add meter reading table – against the item which is already defaulted(option
of changing the date is possible).

3. In the above step, specify meter readings or choose to estimate the meter reading and then submit the
meter reading.
 Note
 Note
The utilities screens have been enhanced to create and change all the meter reading screens to
consider device information record.
4. Select a contract account in the table.

5. Click on the Bill Now. Billing documents appear in the billing documents table
6. Select a valid billing document in the list.
7. Choose to first Simulate (Use this feature to view an invoice before you generate one from the billing
documents.) or directly Invoice.
2.2.7.2.1.4 Bill and Invoice
Create billing documents and invoices for a valid meter reading.
The Bill and Invoice helps you to invoice and bill at one go as soon as a valid meter reading is posted. This
option is available even when there are no billing documents unlike the Invoice that invoices only if billing
documents exist.
When you click Bill and Invoice, all contracts for the contract account and all billing documents for a contract
(that have not yet been invoiced) are automatically selected. Billing documents and invoices get generated for
the selected contracts.
 Note
Only the following three meter reading reasons are available for Bill and Invoice: 01 - Periodic Meter Reading,
02 - Interim Meter Reading with Billing, and 09 - Interim Meter Reading without Billing.
2.2.7.2.2 Payments
This section displays a list of payment document numbers for which payments have been made. The following
payment types are supported in your utilities solution:
● Payment Lot
● Payment Run
● Payment Specification (Displays under the Open Items tab)
● Payment from Cash Desk
In the Payments table, filter for payments based on payment date. The Payments table displays the following
details:

● Payment Document No.
● Posting Date
● Amount Paid
This shows the header payment line items indicating the total payment made on a particular day against
the customer.
● Payment Origin
● External Contract Account
● Cleared Amount
These items indicate partial or complete payments cleared against the open items in the contract account.
● Description
2.2.7.2.3 One Time Payment
Use the Utilities Financials tab of an individual customer to make a one time payment with the existing or new
bank account.
The tab displays the default contract account ID. However, you can select a different account number in the
One Time Payment window. If you select a different account number, the amount and bank details, related to
the selected contract account, are updated accordingly.
The One Time Payment button can be controlled through business actions. For more information about
business actions, see .
You can either pay the outstanding amount (open payable amount), or an amount of your choice. The payment
date can be the current date or a future date.

 Note
The new bank account created as part of this process is stored at the business-partner level and is not
associated with the selected contract account.
2.2.7.2.4 Document Locks
In the Utilities Financials tab screen, for the first section on Open Items, use Actions Create Locks to
create new locks. You need to specify the lock type, reason and duration for the lock.
The selection values for lock types and lock reasons are displayed from the IS-Utilities configuration.. The lock
types Dunning, Payment, Posting and Interest locks are supported for Utilities Contact Center solution. When
you set a lock, the symbol for lock is displayed against the open financial document. You can choose to set one
or more locks on a financial document.

Edit and Delete Locks
To edit or delete lock, click the document lock icon for an open item line. In the dialog box that appears, select
the row for a lock and click Edit, Delete, or Cancel to perform the corresponding action.
2.2.7.2.5 Installment Plans
The Utilities Contact Center solution supports create, change, and deactivation of an installment plan. All
installment plans for a business partner are displayed in the Installment Plan section in the Utilities Financials
tab screen.
Create Installment Plan
1. Under Utilities Financials Installment Plan , click Create Installment Plan to create a new installment
plan.
2. In the Create Installment Plan dialog, select the contract account for which you want to create an
installment plan. On selection of a contract account, the open items are displayed for the contract account.
3. Select one or more open items in the list. The total amount for the installment plan is displayed below the
table. The total amount is the sum of the selected open invoice items.
4. Select an installment Plan Type. Based on the plan type that you select, values for Plan Category, No. of
Installments, Installment Interval, Interval Type, and Amount are defaulted. You can modify these defaulted
values.
5. Enter a start date for the plan.
6. Simulate: When you select Simulate, the list of installments along with the respective due dates is
displayed in the Confirm Installment Plan dialog screen. You can also modify the simulated data; for
example, you can change amount or due date for any of the individual installments in the list.
7. Click Save to save the installment plan.
Change Installment Plan
You can modify the number of installments, amount to be paid for unpaid installments and the due date for
payment for an installment plan.
When you change the installment plan amount, the total variance amount is displayed in the Calculated
Variance dialog screen.

Cancel Installment Plan
Select an installment plan and specify the reason for deactivation and the deactivation date if you need to
cancel an existing installment plan. If you don’t specify a date, the current date is defaulted for deactivation.
2.2.7.2.6 Invoice Document
In the Invoice History section in the Utilities Financials screen, click on the hyperlink for the field Invoice No to
display the PDF document for the invoice.
2.2.7.2.7 Payment Plans
From the Payment Plans tab in the Financials screen, create, edit, display, and deactivate payment plans.
Payment Plan
The payment plan displays the Payment Plan ID, Type, Contract Account ID, Alternate Starting Month, Status,
Division, Validity, and so on. If you have confirmed a contract account in the Utilities 360 screen, the same is
defaulted for the new payment plan and the related contracts are displayed for selection. The system first
creates a proposal based on the previous monthly consumption bills. Edit the amount or go ahead to confirm
and save the payment plan.
Available actions include Create, Edit, Display, and Deactivate payment plans. Edit option allows you to change
the text and amount for the payment plan. The Payment Plan Type BBP is defaulted for payment plans created
in your utilities cloud solution. A new icon highlights the status for a payment plan. The same prerequisites that
apply for creating payment plan in S/4HANA IS-Utilities solution also apply in the utilities cloud solution.
Deactivating a Payment Plan
When you confirm deactivation for a payment plan, the system performs displays the confirmation message
and performs the following actions::
● Displays the last invoice number of the contract for the field Deactivated. The field is blank if no invoice
exists.
● Deletes the starting month for the plan in the S/4HANA system.
● Displays the Deactivated status icon for the status field.
● Displays the deactivation date for .

2.2.7.2.8 Budget Billing Plan
In Utilities Financials, for a valid contract, create a budget billing plan.

After the plan is created, it is displayed in the Budget Billing Plan section.
You can modify an existing budget billing plan.

2.2.7.2.9 Contracts with Meter Reading
Create and update meter readings in this section. On selection of a contract in the table for Contracts, the
corresponding values of existing meter reading are listed in the meter reading table.
corresponding meter readings are updated in the S/4HANA system.
 Note
Meter reading is not mandatory for move-in, move-out and transfer.,You can create move-in, move-out and
 Note
 Note
Meter Reading Reason and Note can be defaulted by implementing the post badi for FM
ISU_C4C_VALUE_HELP in the S/4HANA system
● Override - Use this option to save an implausible meter reading by overriding the error.

Meter Reading Order
● Edit meter reading orders in the Utilities Financials tab for customers and in the Connection Details tab in
the Premise work center.
it is possible to add new meter readings and edit the line item.
to create new meter reading only for the following meter reading reasons: 02- Interim meter reading with
Billed.
Related Information
2.2.7.2.10 Manual Posting
When you select Manual Posting, the dialog for creating a miscellaneous posting appears. In this dialog, you
can select a Contract Account, Amount and Posting Reason. Note that if you have confirmed a contract account
in the hierarchy in Utilities 360, the same is defaulted here. You can choose to change your selection.
2.2.7.2.11 Promise-to-Pay
What is Promise-to-Pay
Promise-to-Pay is a commitment from customer for payment of an outstanding receivable within a specified
time. Create, display and modify Promise-to-Pay plans in Utilities Financials. The table in this section displays
all open and closed plans for a contract account that is defaulted in utlities financials screen.

Create Promise-to-Pay
Click Create to open the Create Promise-to-Pay dialog screen. Following points describe the create dialog
screen in detail:
● If the customer has contract accounts with open items, these are displayed in the Open Items table.
● The advanced search filter displays four fields - Contract Account ID, Net Due Date, Company Code and
Contract. If a confirmed contract account is available, it is defaulted in the contract account ID field. If the
field is blank, then the open items table displays all available open items for all contract accounts of the
customer.
● The Open Items table displays details such as document number, amount, net due date, days past due
date and gross clearning.
● Select an item in the Open Items table to maintain other information for Promise-to-Pay .
● Under Promise-to-Pay Parameters, select the Category and the Reason and Confirmation are automatically
populated. All three fields, category, reason and confirmation are values maintained in the S/4HANA
system.
● In the Assign Payment Parameters section, the fields Open Items, Interest, Charges and Total Amount are
populated based on selection of category and reason.
● In the Assign Payment Parameters section, the fields First Payment On, No. of Dates (free text field) and
Payment Installments are enabled after the selection of category and reason.
● In the Assign Payment Parameters section, the field Maximum per Payment is enabled only if No of Dates or
Payment Installments are not specified.
● Click Payment Details to populate the installment amounts in the table. The validation for this amount is
performed in the SAP S/4HANA system and any success or error message is displayed in your cloud
solution.
● Click Create to finally create the Promise-to-Pay plan.
Display Promise-to-Pay
In the Promise-to-Pay tab in Utilities Financials, select a plan in the open items table. Details displayed in the
table include Payment Date (the date on which the payment is agreed upon during the plan creation), Amount
(the Promise-to-Pay amount agreed upon) and Status (whether the plan is paid or open).
Actions - Change, Reactivate, Replace and Withdraw
● Change allows you to modify status of an existing plan. Enter the Levels of Fulfillment and maintain
comments (for example - 'changes to customer').
● Reactivate enables and activates a closed plan. The system prompts you to confirm if you need to
reactivate a plan.
● Select Withdraw to disable an open plan. You need to specify the Reason for Withdrawal and Initiator of
Withdrawal (for example if it is the company, customer and so on).
● Replace allows you to withdraw an existing plan and create a new plan.

2.2.7.2.12 Reverse Open Items
Use Reversal to reverse open items. You can select specific open items for reversal so that they appear on the
account status of a customer.
The Reversal option is available on the Open Items table under Utilities Financials screen and on the Account
History table under Utilities Collections screen of a customer.

2.2.7.2.13 Defer Open Items
Use Deferral to defer open items. You can select multiple open items for deferral.
2.2.7.3 Utilities Collections
The Utilities Collections tab displays the collection details of the selected individual customer.
You can view details such as total balance, must pay amount, credit worthiness, and security deposit related to
the customer. By default, the latest or the highest number of contract account is displayed. You can select a
different contract account if you want.
The Creditworthiness Details link displays the selected customer's creditworthiness in the past one year.

The tables that appear on the Utilities Collections tab are as follows:
● Dunning History - Displays the dunning activity of the customer. As an agent, you can simulate dunning to
inform a customer about the next dunning step for an unpaid item.
● Correspondence History
● Account History - Use Reversal to reverse open items. You can select specific open items for reversal so
that they appear on the account status of a customer.

● Returns
● Writeoffs
● Security Deposit - Allows you to reverse or release a security deposit.

2.2.7.4 Utilities Service Orders
Service order details include the service order number, contract account, contract, division, reason, date and
status.
 Note
If you check the flag Create Service Order during move-in create, a new service order is created for the
corresponding move-in. Refresh the list to view the new service order.
An agent can select an order code for a service order. This enables a better understanding of the purpose of the
service order.
Create Service Orders
Create a new service order using New to create a new service order. You need to enter the details such as the
service address, service type, start and end date & time, service order type, functional location and all the
required meter reading details. On saving your entries you will see that a new row has been added for new
service order in the Service Orders table.

Add additional notes to your service order descriptions up to 250 characters long. The Description itself cannot
exceed 40 characters long. Also note that no formatting is available for the notes you create here.
Service Orders During Move-In, Move-Out and Transfer: Set the flag for Service Order to trigger creation of a
service order for a move-in, move-out and transfer. After successfully completing the transactions, you can
verify that a corresponding service order is created in your cloud solution and in S/4HANA system.
Change Service Orders
You can only change the start and end date & time for a service order using the menu option Actions
Change Service Order .
Cancel Service Orders
To cancel a service order, you need to invalidate the start and end date & time accordingly using Actions
Cancel Service Order
2.2.7.5 Utilities Rate Change
View the current rate category and billing parameters for a customer's contract in the Utilities Rate Change
workcenter view under Customers. In this workcenter view, select a contract and click on Rate Change to:
● Modify the rate category using selection help on the field Proposed Rate.
● Modify the Valid From date. This date is defaulted to one day later than the last billing date.
● View the following information (represented as installation facts in the SAP S/4HANA system):
○ Current Rate (you cannot modify the current rate but replace it with a new rate using the Proposed
Rate.
○ Last Billing Date (date of the last billed period; if no billed date is available, then the move-in date of the
contract is considered for Valid From date)
○ Installation (installation number)
○ Address (address of the connection object to which the installation is linked)
○ Division
○ Billing Parameters (this table displays the operand, operand description and operand category (such
as Amount, Factor, Integer, Discount, Quantity and so on).
 Note
The TQUANT, REFVALUE, SEASON, RATE TYPE operand categories are not supported.

Simulate Rate Changes
Prior to this release, it was possible to update rate change. Now, you can simulate rate change in the Utilities
Rate Change work center view. Click Simulate in the Rate Change dialog.
In the Rate Simulation dialog, you see details such as the scenario, default rate category, description, start and
end dates for bill period. The simulation result table lists all valid rate categories; Select a rate category as the
Proposed Rate Category for future dates.
2.2.7.5.1 Rate Change using MDT
Administrators can now configure using master data template for custom implementation for rate change. Go
to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Rate Change?

Further, in the S/4HANA implementation guide (IMG) customizing for MDT template, maintain the required
configuration under SAP Utilities Cloud for Customer Utilities Configure MDT Template . See related
links section for detailed information.
Related Information
2.2.7.6 Utilities Payment Data
Use the Utilities Payment Data tab to view and update the bank details of an individual customer.
 Note
The New and Edit buttons in the Bank Data section can be controlled from the business actions. For more
information about business actions, see .
 Note
For security reasons, only the last four digits of the bank account number are displayed.
While updating the bank details, you can provide a reason for changing the details.
 Note
In Edit Bank Details, if you do not enter a new bank account number or IBAN, the old value is considered for
these fields. Additionally, if you update the bank account number without updating the IBAN details, the old
IBAN details are deleted.

You can also delete the bank data by using the Delete option provided on the Bank Data table. If the bank is
assigned to any contract account, then you can unassign the bank using Unassign option, provided on the
Contract Account table or you can select the unassign and delete option provided under the Delete action.
2.2.7.6.1 View Payment Information for a Contract Account
The Contract Account Payment Method table in the Utilities Payment Data tab displays the payment details of
the contract account.
The Assign button on the Bank Data table allows you to assign the bank data to a customer with the payment
details. When you select a line item from the Bank Data table and click Assign, the Assign Contract Accounts
dialog box appears. Select the contract account for which you want to assign the bank data and save the

changes. You can also assign incoming and outgoing payment methods while assigning the bank details.The
entries appear in the Contract Account Payment Method table.
 Note
The Incoming Payment Method and Outgoing Payment Method drop down menus display only the payment
methods that are related to the bank information.
2.2.7.7 Utilities Owner Allocation
The Utilities Owner Allocationtab of an individual customer displays all the properties that are owned by the
customer. For each property, you can also view the premise, installation and contract account details.
2.2.7.8 Utilities Service Notifications
In the Utilities Service Notifications work center view in Customers , create, edit and even cancel a service
notification. The Create Service Order flag enables you to trigger creation of a parallel service order for a service
notification.

Following details are displayed for service notifications in the launch screen. Search for service notifications
using basic search parameters such as Notification ID, Premise External ID, Customer ID and Description.
Many other search parameters are added to the advanced search.
● Notification ID
● Notification Type
● Description
● Code Group
● Coding
● Functional Location
● Equipment
 Note
Equipment ID is mandatory if you are creating service notification from the premise, particularly if you
want the service notification to trigger creation of a service order.
● Required Start
● Required End
● Customer ID
● Premise Address
● Premise Ext. ID
● Service Order ID
● Main Work Center
● Company Code
● Created By
● Created On
When creating the service notification, the customer is defaulted. You must enter the other mandatory values -
Premise Address, and Notification Type.
 Note
Administrators can configure notification types. Go to Business Configuration Implementation Projects

Your Project Open Activity List Utilities Maintain Notification Type .
An agent can select an order code for a service notification. This enables a better understanding of the
purpose of the service notification.Start Date

The Utilities Addresses tab helps you to view overview of addresses relevant for a customer.
2.2.7.9.1 View Address Details of a Customer
The Utilities Addresses tab displays details of addresses relevant to the customer, along with the validity dates
and status.The Edit button on the All Addresses table allows you to edit the validity of addresses.

You can now filter the addresses based on their usage types, using the advance search option provided on the
All Addresses table.
You can also view the corresponding usage types of the address selected along with the validity dates in the
Address Usages table.

2.2.7.10 Utilities Communications Data
The Utilities Communications Data tab helps you to view independent communication address details of a
customer.
The sections that appear on the Utilities Communications Data tab are as follows:
● Preferred: Displays the preferred field of the customer communictaion data

● Phone Numbers: Search for phone numbers using basic or advance search parameters such as a phone
number.
● Emails: Search for emails using basic or advance search parameters such as an email address.
Create and Edit Address Independent Communication Information
You can now create and edit address independent communication information such as phone numbers and
email addresses in the Utilities Communication Data screen of customer.
The validtaions provided for this are as follows:
● If no independent comminictaion data available for the customer, then the table shows Addbutton and in-
case of alerady existing independent communictaion details, the table shows Edit button.
● You need to select the Do Not Useflag if the number is not in use.
● You can mark the phone number or email ID to be a primary one by using the Primary Telephone/Mobile or
Mainflags.
● You can not use Do Not Use flag, where only one data is available in the table.

2.2.7.11 Utilities Exceptions
Relevant BPEM cases are displayed in the Utilities Exceptions tabs in Customer and Premise, respectively.
The exceptions generated in a ticket can be viewed in the Document Flow tab of the ticket and also under the
Utilities Exceptions tab in Customers (for the selected business partner ID) and Premise (for the selected
premise ID). Only exceptions relevant for customers or for the premise are displayed in the table. Click on a row
in the table to display detailed information for an exception. Use search or advanced search criteria to filter for
specific exceptions.
In the Utilities Exceptions tab of a service ticket, you can add up to five objects from Configurable Hierarchy to
create an exception.
Enhancement in Utilities Exceptions
You can view the BPEM Case ID in Utilities-Exception Management section of the service ticket.

Related Information
Business Partner Exception Management (BPEM) - Integration with SAP ERP or S/4HANA System [page 190]
2.2.7.12 Utilities Switch Document
The Utilities Switch Documenttab displays all the switch documents for the customer - irrespective of the
document status and type.

2.2.8 Sales POD
Sales POD is a point of delivery that you create in your SAP Cloud for Customer system. A new workcenter is
available for Sales POD.
 Note
When you select the release flag for a new sales POD, it updates the status of the sales POD to Released
and subsequently the sales POD appears in the enrollment process..
How you can Use Sales POD
You can
● Create and edit new sales PODs

● Import and export a list of sales PODs
● Group a set of sales PODs and assign values to them
● Use Batch IDs for Sales PODs that can help identify an imported list of PODs or help to set attributes for a
group of PODs.
● Specify validity for sales PODs. Only those sales PODs that are set to Released and that are valid on current
date, are considered for the enrollment process.
Creating a Sales POD
Enter the following details to create a sales POD:
● Select a POD for Type

● Select a Premise for Premise ID
● Set flag for Deregulation POD and Technical POD
● Enter the Address fields such as House Number, City, State, and so on.
 Note
Grouping Sales PODs
In the Sales POD work center, select the sales PODs and click Set Grouping under Actions.
 Note
When the Sales POD is being uploaded using oData, it is mandatory to provide atleast one instance of
Grouping per Sales POD, in order to view the Sales POD in the Sales POD Work center.

Delete Sales PoD and Grouping Information
In the Sales POD screen of Utilities view you can delete the Sales PoD, if the status is not set to Released.
You can also navigate to the selected Sales PoD screen and delete the grouping information if more than one
grouping entries are added under the same Sales PoD ID.
2.2.8.1 Utilities Enrollment
Guided process for creating a utilities specific quote.
 Note
To enable the feature for sales quote, you must scope the question Do you want to enable sales quote and
replicate point of delivery from your external application to your cloud solution?. This question scopes sales
quote, contract account and PoD in product selection. Further, you must also maintain the pricing and
other standard configuration for sales quotes.

The New Quote Wizard guides the users through the steps from obtaining customer and premise information to
finally saving the quote and submitting the switch document. Utilities specifics processes and objects are
added to the standard SAP Cloud for Customer quotation process. For example, you can add multiple point of
deliveries at a time or fill in specific parameters such as contract account or payment terms to help with
product determination and pricing.
Utilities sales quotes process provides these options: API to external pricing or standard integration to SD
pricing in S/4HANA system. Standard integration to create switch document as part quotation process and
exits are provided to allow projects to enhance the switch document. The five process steps are detailed in the
sections below:
Customer
Since you launch the wizard from Accounts/Individual Customer Sales Quotes , the customer name is
defaulted in the quote. Since the quote is utilities specific, the document type is defaulted to Utilities Lean
Quotation and the category determination displays only Quote for Enrollment for selection.
All involved parties including where the customer is a Bill-To or Ship-To are also listed here. Note that you must
enter a party with role Seller and Sales Unit for creating the quote using the wizard.
Premise
You need to use the Basic/Advanced Search to find premises. All valid premises for the customer in the cloud
solution are displayed for selection. All point of delivery (PoD) associated with the selected premise are
displayed as individual line items in the table.

 Note
If the product that you have selected has no division attached to it, an error message is displayed that
product for item is missing. You need to ensure that the product that you select is assigned to a division.
Product Proposal
In this process step, you can select products for each PoD line item. You can also select multiple line items and
use Set Product to apply a selected product for all the PoD line items. Similarly, you can use Set Contract
Account and Set Service Date to set the selected values for multiple PoD line items.
 Note
The selection values displayed for contract account are locally retrieved from the cloud solution.
The Switch Type and Switch View are fields from S/4HANA system. You need to specify a switch type and
switch view for each PoD line item. The External PoD identifies the PoD in the S/4HANA IS-U system.
Pricing
Pricing determination is similar to that of a standard quote. You can also use Request External Pricing to fetch
external prices. Note that you need to implement the standard services for pricing apart from the services
delivered for the Utilities S/4HANA solution.
Review
Review terms and conditions, total pricing and the contract header details such as customer, validity, campaign
validity for customer, mailing address, etc. The Total is the cumulative price for all PoD line items.
Save the new sales quote. Use Actions Submit to submit the quote to S/4HANA. When you submit, a
switch document is created for each line item in S/4HANA and a confirmation for the quote is sent back to the
cloud solution.
 Note
Prospect Customers: When you create a quote for a prospect customer using the enrollment process, On
Submit of a quote in the quotation enrollment process, the prospect customer is confirmed as a customer
in the solution.

Status Management
You can now use Set as Lost or Set as Won options to set the status after submitting the quote. Set as Lost is
available as an action but Set as Won is set automatically when you submit the quote. Note that these options
will only be enabled if valid pricing information is available for the quote. The corresponding status for the
quote is updated based on these options.
 Note
Update Switch Status: You can now trigger the update of swtich ID in the S/4HANA system. Under Sales
Sales Quotes Products use Actions Update Switch Status to update the switch ID in S/4HANA
after you submit the quote using the enrollment process. The on-premise S/4HANA system triggers a
notification to the cloud solution to update the switch document ID.
Related Information
2.2.8.1.1 Integration with Enrollment Process
Business Benefits
With the integration of sales POD (Point of Delivery) with sales quote, you can:
● Search for sales POD when creating a quote.

● Select and submit sales POD in quote.
● Set the release flag for the new sales POD. This updates the status of the sales POD to Released.
● Trigger creation of switch document in IS-Utilities using the sales POD information.
How the Integration Works
In the guided utilities processes (created using guided activity floor plans), when you save and submit the
quote request, a corresponding quote is created and displayed in the quotes overview list. In the Products
screen of the quote, the section - Market Communication Data displays Switch Document ID that is generated
from the on-premise backend system for the quote request.

 Note
The standard POD table in ISU-EUIHEAD is enhanced with the field SALES_POD_ID so that the project can
store the corresponding Sales POD ID. This also updates the Sales POD in Cloud for Customer with
corresponding ISU POD ID.
2.2.9 Front Office Process
Launch the front office processes that you have configured in your S/4HANA system from your utilities cloud
solution. The Launch FOP action in the Customers toolbar launches the front office process that you have
configured and assigned for your utlities solution profile. For more information, see Configuring Front Office
Process.
2.2.9.1 Configure Front Office Process
 Note
For more information on configuring front office processes, see the following topics:
● Assign Front Office Processes [page 62]

● Configure Mashup for Front Office Process (FOP) [page 85]
2.2.10 Master Data Template-Based Processes
2.2.10.1 Move-In using MDT
In the guided move-in process, use the Create Move-In using MDT to use the master data template for creating
guided move-in. You will need this option if you have made custom changes to your move-in implementation
using the master data template. For more information on how to configure the master data template for move-
in, see the related links section below.
To use this feature, you need to scope the scoping question - Do you want to use Master Data Template for
Guided Move-In and Guided Transfer?.
Select this question if you need to use the master data template implementation in order to build-in custom
changes to guided move-in and guided transfer processes. When you select this question, the system fetches

the MDT template for configuration. Further, as part of guided move-in, you will see a new action Move-In using
MDT.
In addition to scoping, the administrator needs to adapt the screens to use the Move-In Using MDT option. Two
options are provided - Move-In (which is set as default) and the Move-In Using MDT.
Further, also maintain the required configuration for MDT template in the Implementation Guide (IMG) for S/
4HANA system. For detailed information, see MDT Templates for Move-In, Customer, Contract Account & Rate
Change Using Guided Processes [page 61]
2.2.10.2 Move-In in Transfer using MDT
The Create Transfer using MDT allows you to create a guided move-in using MDT template during the guided
transfer process. You will find this option in the Review tab in the guided transfer.
 Note
During implementation, you need to select one of the UI options - Create Transferor Create Transfer using
MDT. It is not possible to include and implement both the approaches together.
 Note
A contract is automatically created only for a move-in as part of the transfer. To enable this, maintain the
required configuration for MDT template.
Related Information
2.2.10.3 Rate Change using MDT
Administrators can now configure using master data template for custom implementation for rate change. Go
to Business Configuration Implementation Projects Your Project Edit Project Scope Questions
Rate Change?

Further, in the S/4HANA implementation guide (IMG) customizing for MDT template, maintain the required
configuration under SAP Utilities Cloud for Customer Utilities Configure MDT Template . See related
links section for detailed information.
Related Information
2.2.10.4 Create Customer Using MDT
The Create Customer in the guided move-in allows you to create a new individual customer or account using
MDT. You will find this option in the Customer & Premise tab in guided move-in. Create a new customer by
enabling New Individual Customer or New Account flags. This enables the Create Customer in the toolbar. When
you enable creating a new individual customer or account, the creation dialog appears. The feature uses MDT
processes to allow a guided process experience in creating a new customer/account.
2.2.10.5 Create Contract Account Using MDT
The Create Contract Account in Customers allows you to create a new contract account using the guided
transfer process. You will find this option in the toolbar for customers.

Edit Cotract Account
A new UI option - Edit Contract Account is provided. Use this option to edit your contract accounts. This
navigates to the Edit Contract Account dialog screen where you can modify and save your entries.
2.2.10.6 Different Master Data Template for Move Processes
In the guided move-in process, Create Move-In using MDT allows you to use different master data templates for
each of the installations in the Premise to create separate move in documents. You need to implement the Pre-
Badi to specify a different Master Data Template for each of the installation as per requirement.
Center and Service.
question.
2.2.10.7 MDT Templates for Move-In, Customer, Contract

Account and Rate Change Using Guided Processes
 Note
Configure MDT Template in the Implementation Guide configuration under IMG for SAP S/4HANA SAP

● Assign the MDT template to IMG activity Configure MDT Template under IMG for SAP S/4HANA SAP
Prerequisites
contract account).
● ISU_C4C_UTILITIES_MDT_MVI_CRT (MDT_MVI_CREATE_PRE and MDT_MVI_CREATE_POST)
For further details, see the documentation for the IMG activity in the SAP S/4HANA system.
2.2.11 Account Executive Dashboard
Account Executive Dashboard contains information tiles to show corresponding list view of configured object
for the user’s key accounts.
To set up key accounts you can navigate to Account Team tab in the customer screen and add the name of
account executive as Party Role Employee Responsible.
 Note
The list displays the objects of the customers and accounts for which the logged in user is the Employee
Responsible.

Account Executive Dashboard contains informational tile to show all the new and in process service orders for
the user’s key accounts.
You can also use basic and advance search fields to select desired service orders.

2.2.11.2 Exceptions
Account Executive Dashboard contains informational tile to show all the new and in process exceptions for the
user’s key accounts.
You can also use basic and advance search fields to select desired exceptions.
2.2.12 Business Partner Exception Management (BPEM) -

Integration with SAP ERP or S/4HANA System
The section Utilities - Exception Management is added to the Overview tab for tickets. Select a case category
from the value help (drop down) and then click Generate Exception in the toolbar to automatically create a
business partner exception management (BPEM) exception case in the SAP ERP or S/4HANA system. The
case category that you select here determines the main object assigned. Therefore, understand business need
of your organization before selecting the appropriate case category.
You can also track the exception case under Document Flow tab in the tickets.
Maintain the following configuration:
● Define the required case categories in the finetuning under Business Configuration Implementation
Projects Your Project Open Activity List Utilities .
● Do you want to enable creation of BPEM Certification Case under Business Configuration
Implementation Projects Your Project Edit Project Scope Questions Utilities Contact Center and
Service Utilities Exception Management .

● Do you want to delegate service tickets from your cloud solution to an external application under Business
Configuration Implementation Projects Your Project Edit Project Scope Questions
Communication and Informaiton Exchange Integration with External Applications Integration with Sales,
Service and Marketing Processes Service Tickets . This service sends the BPEM case ID created to
cloud solution to update in the document flow. This is a confirmation message from SAP ERP or S/4HANA
system to your cloud solution informing that a BPEM case is created.
For more information, see Business Process Exception Management (BPEM).
BPEM Primary Object Validation
As a part of BPEM finetuning you can now configure your own clarification case categories by setting the
primary object type in the SAP ERP or S/4HANA system and maintain the same case category in Cloud for
Customer finetuning under Business Configuration Overview Utilities Case Category Maintain Case
Category .
 Note
This finetuning is not supported for Auto Code List.
The validation takes place as per the primary object type maintained in Cloud for Customer and is skipped
even if it is maintained in SAP ERP or S/4HANA System.
2.2.12.1 Configure Replication of BPEM Status
As an administrator, you can configure replication of BPEM status to SAP Cloud for Customer, so that service
tickets are closed automatically on the completion of an exception that is linked with the ticket.
Navigate to Administrator General Settings Integration Communication Scenarios . Select Industry

Service Request Replication to External System and configure Replicate BPEM Status for the corresponding
SAP Cloud Platform Integration content.

The following table describes the BPEM case status:
1 New
2 In Process
3 Completed
4 Canceled
6 Confirmed
The following table describes the SAP Cloud for Customer case status:
1 Open
2 In Process
4 Customer Action
5 Completed

6 Closed
The default mapping of the BPEM case status to the SAP Cloud for Customer case status is as follows:
BPEM Case Status Code SAP Cloud for Customer Case Status Code
1 1
2 2
3 4
4, 6 6
To register an event handler for the BPEM case in S/4H, in the SWE2 transaction code, do the following:
If you want to change the default mapping the BPEM case status to the SAP Cloud for Customer case status,
implement the following BAdI:
● In S/4H - isu_c4c_bpem_status
2.2.12.2 Service Ticket
You can view the Contract Account, Premise and PoD details in the Utilities - Objects section group, under
Overview tab of service ticket screen. You can also navigate to the respective contract account and premise

using the hyperlinks.
In addition to this you can also view the details of premise address under the Utilities - Premise Address section
group.

Service Location Field in Ticket
A detailed Service Location section is now available in the Overview tab of ticket based on the premise selected.
This enables visibility to the field level information for the selected premise.
2.2.13 Audit Trail Logs in S/4HANA System
You can now use the logs in S/4HANA system to track updates performed in the Utilities Financials screens.
Use transaction code AUT10 to view a log of all the updates performed in your utilities cloud solution. Use
change object ISU_C4C to view the updates. You can also enter a specific date or date range to look up for the
updates in the log.
Audit Log New Design
New CDS View ISU_C4C_AUDIT_V is introduced to display details of Audit logs captured in various change
document tables under single View. The main technical enhancements include:
● Creation of new CDS View ISU_C4C_AUDIT_V with following changes in document tables CDHDR, CDPOS,
ISU_C4C_AUDITLOG.
● Table ISU_C4C_AUDITLOG was developed to overcome challenges pertaining to duplicity and high volume
of change documents in log tables CDHDR & CDPOS in process for capturing change documents.
● The new view enables you to fetch and display header, item, and other user details of changes captured
during a transaction based on change document number.

2.2.14 Remove Personal Data in Contract Account and Sales
POD
Depersonalization is only available for users with access to the Data Protection and Privacy work center.
The Data Privacy Management tab allows those responsible for data protection issues in an organization to
respond to personal information removal and disclosure.
Various considerations apply for deletion of personal data in contract accounts and sales POD. These are:
● When a business partner is deleted in your solution, the corresponding business partner ID in contract
account and sales POD are depersonalized or removed.
● When logged in with data privacy officer (DPO) authorizations, the Delete icon is displayed to the DPO in
contract account and sales POD work center views. These users can use this option to delete a contract
account or sales POD,
● If a sales POD/contract account are used in a sales quote, then a VETO is raised and hence sales POD or
contract account cannot be deleted in the system.
● Similarly, a VETO is raised if a business partner in sales POD or contract account is blocked for deletion.
2.2.15 Appendix with List of Relevant S/4HANA Transactions
List of Valid Meter Reading Reasons and Statuses
List of Valid Meter Reading Reasons
01 Periodic Meter Reading
02 Interim meter reading with billing
03 Final meter reading at move-in/out
04 Certification meter reading
05 Service territory transfer with billing
06 Meter reading at move-in
07 Service territory transfer w/o billing
08 Meter reading upon technical inst.
09 Interim Meter Reading Without Billing
10 Control Reading
11 Meter Reading after program/adjustment
12 Meter reading at technical removal

13 Meter reading on disconnection
14 Automatically calculated for proration
15 Stock transfer meter reading
16 Meter reading before program/adjustment
17 Reading for change of inst. Structure
18 Reconnection meter reading
19 Delivery meter reading
20 Device inspection meter reading
21 Meter reading at billing-rel. inst.
22 Meter reading at billing-rel. removal
23 Single reading for device modification
24 Replacement upon installation
25 Replacement upon removal
26 Contract change
27 Customer Change
28 Reading before change to log. reg. no.
29 Reading after change to log. reg. no.
90 Start of simulation
91 End of simulation
List of Valid Meter Reading Statuses
Meter Reading Status ID Description
0 Meter reading order created
1 Billable
2 Automatically Locked
3 Locked by Agent
4 Released by Agent
5 Checked Independently
7 Billed
* Partially Billed
Important S/4HANA IS-U Transactions for Meter Reading
EL01 Create individual MR order

EL27 List of implausible MR results
EL28 Enter single MR result
EL29 List of plausible MR results
EL30 Meter reading result estimation
EL37 Reverse meter reads
EL31 Monitoring (MR results, billing orders)
Important S/4HANA IS-U Transactions for Move-In
EC50E Create Move-In
EC51E Change Move-In
EC52E Display Move-In
EC53E Reverse Move-IN
Important S/4HANA IS-U Transactions for Move-Out
Important S/4HANA IS-U Transactions for Move-Out
EC55E Create Move-Out
EC56E Change Move-Out
EC57E Display Move-Out
EC58E Reverse Move-Out
2.3 Extensibility
You can extend both the UI screens and the functionality for Utilities Contact Center using the extensibility
framework.
Use PDI extensibility framework to extend UI screens. For functional extensions, SAP predelivers Business Add-
Ins that you can implement to add or modify features.

 Note
You cannot add a KUT field with default value for Utilities Contact Center.
2.3.1 Functional Extensions Using Business Add-Ins
Utilities Contact Center provides business add-ins for both the IS-Utilities backend system and the cloud
solution backend that you can implement for functional extensions.
All the Extensions mentioned in this section extend the Utilities Extensibility BO. The following processes
extend the Utilities Action BO (not Utilities Extension BO):
● Move-In in Move-In Guided Application Framework (GAF)

● Move-In in Transfer GAF
● Create Contract Account in Move-In GAF, Transfer GAF and Customer/Account work center view
● Edit Contract Account in Contract Account work center view
● Create Customer in Move-In GAF and Transfer GAF
The following actions of Guided Application Framework can be extended using UtilitiesActionBO. Pre-
Validations are also possible for these actions.
● Move-In
● Move-Out
● Transfer
2.3.1.1 Contract Accounts
Overview of business add-ins that exist for contract accounts.
Contract Account - Contracts and Blocks
Business Add-In: Contract Account - Contracts and Blocks
Enhancement Imple
UtilitiesContractBlocks UtilitiesExtensibility http:// UtilitiesContractsBA UtilitiesContractsBA

sap.com/xi/AP/CRM/ DIInput DIResult
Global
 Note
You can use the same implementation for display and edit of contract blocks. For display, the parameters
required are CUSTOMER_REMOTE_ID, CA_REMOTE_IDType and UTIL_CONTRACTS_TAB. For edit,
additional parameters include UTIL_CONTRACTS_OLD_TAB, ACTION_CODE and

UTILITIES_MESSAGE_TAB. Note that action code 03 has to be set after the BAdI implementation for edit of
contract blocks.
Utilities Contract Account Locks Actions
Business Add-In: Utilities Contract Account Locks Actions
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesCALocksModi UtilitiesContractAc

sap.com/xi/AP/CRM/ fyBadiInput countLocksActionBA
countLocksActions
Global DIResult
Utilities Contract Account Contract Locks Actions
Business Add-In: Utilities Contract Account Contract Locks Actions
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesCAContracts UtilitiesCAContractAc

sap.com/xi/AP/CRM/ ModifyBadiInput tionsBadiResult
countContractLock
Global
sAction
Utilities Contract Account Details
Business Add-In: Utilities Contract Account Details
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// UtilitiesContractAc UtilitiesContractAc

sap.com/xi/AP/CRM/ countFetchBADIInput countBadiResult
countDetails
Global

Utilities Contract Account Locks
Business Add-In: Utilities Contract Account Locks
Enhancement Imple
UtilitiesContractAc UtilitiesExtensibility http:// ContractAccountExe UtilitiesContractAc

sap.com/xi/AP/CRM/ cuteLocksBADI countLocksBADIResult
countLocks
Global
 Note
The same implementation can be used for Create, Edit and Display of contract account locks. For display,
the required parameters are UTIL_CA_LOCKS_TAB, CONTRACT_ACCTID and CUSTOMER_ID. For create,
additional parameters include ACTION_CODE and UTILITIES_MESSAGE_TAB. Note that the action code 02
has to be set after the BAdI implementation for create of contract account locks. For edit, the same
parameters as that used for create (display + create) apply apart from an additional parameter -
UTIL_CA_OLD_LOCKS_TAB. Note that the action code 03 has to be set after the BAdI implementation for
edit of contract account locks.
Utilities Contract and Locks
Business Add-In: Utilities Contract and Locks
Enhancement Imple
UtilitiesContractLocks UtilitiesExtensibility http:// ContractExecute UtilitiesContractLocks

sap.com/xi/AP/CRM/ LocksBADI BADIResult
Global
 Note
The same implementation can be used for Create, Edit and Display of contract locks. For display, the
required parameters are UTIL_CONTRACT_LOCKS_TAB, CONTRACT_ACCTID, CUSTOMER_ID and
CONTRACT_ID. . For create, additional parameters include ACTION_CODE and UTILITIES_MESSAGE_TAB.
Note that the action code 02 has to be set after the BAdI implementation for create of contract account
locks. For edit, the same parameters as that used for create (display + create) apply apart from an
additional parameter UTIL_CONTRACT_OLD_LOCKS_TAB. Note that the action code 03 has to be set after
the BAdI implementation for edit of contract locks.

2.3.1.2 Financials
List of business add-ins for the functionality under Utilities Financials work center view.
Account Overview
Use this business add-in exit Utilities Financial Account Overview to extend the Account Overview service
with financial specific data. The input provides the customer remote object ID, date range filter, filter flags for
data and filter for confirmed objects. The output expected should contain data (If available) for at least: the
following: Invoice History, Payments, Total Balance, Overdue Amount, Open Items, Installment Plan, Contract
Account, Installments.
Business Add-In: . BADI_UTIL_FIN_ACC_OVERVIEW
Enhancement Imple
UtilitiesFinancialAc UtilitiesExtensibility http:// UtilitiesFinancialOver UtilitiesFinancialOver

sap.com/xi/AP/CRM/ viewRequestBADIInput viewBadiResult
countOverview
Global
Utilities Financials Full Reversal
Use this business add-in exit to implement an alternative approach to reversing an invoice. Note that the
appropriate messages must be created through the output message structures.
Business Add-In: Utilities Financials Full Reversal
Enhancement Imple
UtilitiesFullReversal UtilitiesExtensibility http:// UtilitiesFinancialsOver UtilitiesFinancialsOver

Global

● InvoiceNow
● BillNow
● SubmitMR
● InvoiceMR
● BillAndInvoice
● FullReversal

● Rebill
● UpdateMR
If the FullReversalflag is set to true, then the ISU service shall be triggered after the badi call. For example, If
FullReversal flag is set to ‘True’, then the ISU service shall be triggered for Full Reversal after this Badi is
executed.
Utilities Financials Adjustment Reversal
Business Add-In: Utilities Financials Adjustment Reversal
Enhancement Imple
UtilitiesAdjustmentRe UtilitiesExtensibility http:// UtilitiesFinancialsOver UtilitiesFinancialsOver

versal
Global
Use this BAdI exit for an alternative approach adjust reversing a billing document. Note that the appropriate
messages must be created through the output message structures.

● InvoiceNow
● BillNow
● SubmitMR
● InvoiceMR
● BillAndInvoice
● FullReversal
● Rebill
● UpdateMR
If the AdjustmentReversal flag is set to true, then the ISU service shall be triggered after the badi call. For
example, If AdjustmentReversal flag is set to ‘True’, then the ISU service shall be triggered for Adjustment
Reversal after this Badi is executed.

Utilities Financials Get Meter Reading
Business Add-In: Utilities Financials Get Meter Reading
Enhancement Imple
UtilitiesFinancialGet UtilitiesExtensibility http:// UtilitiesFinancialGet UtiltiesFinGetMRBA

sap.com/xi/AP/CRM/ MeterReadingBADIRe DIResult
MeterReading
Global sult
This BAdI is responsible to fill in the retrieved meter reading results through the output. Use this BAdI to
implement a different approach to fetch meter readings for the corresponding invoice selected.
UtilitiesFinancialMeterReadingUpdate UtiltiesFinGetMRBADIResult UtilitiesFinancialsBadiInput
Use this BAdI exit to implement a different approach to edit and save the meter reading results. The
Utilities Financials Rebill after Bill Reversal
Business Add-In: Utilities Financials Rebill after Bill Reversal
Enhancement Imple
UtilitiesFinancialRebill UtilitiesExtensibility http:// UtilitiesFinancialsOver UtilitiesFinancialsOver

Global
Use this BAdI exit for an alternative approach to the rebill function. The appropriate messages have to be
provided through the output structures.

● InvoiceNow
● BillNow
● SubmitMR
● InvoiceMR
● BillAndInvoice

● FullReversal
● Rebill
● UpdateMR
If the Rebill flag is set to true, then the ISU service shall be triggered after the badi call. For example, If Rebill flag
is set to ‘True’, then the ISU service shall be triggered for Rebill after this Badi is executed.
Enhancement Imple

sap.com/xi/AP/CRM/ DIResult
ReadingUpdate diInput
Global
The flag ExecuteService has been introduced in the output parameter UtilitiesFinancialsBadiInput. This flag
has the action parameter UpdateMR If the ExecuteService. UpdateMR is set to true, then the ISU service shall
be triggered after the BADI call.
Utilities Financial Meter Reading Estimate
Business Add-In: Utilities Financial Meter Reading Estimate
Enhancement Imple
UtilitiesFinancialMeter UtilitiesExtensibility http:// UtiltiesFinGetMRBA UtiltiesFinGetMRBA

sap.com/xi/AP/CRM/ DIResult DIResult
ReadingEstimate
Global
Use this BAdI exit for implementing an alternative approach to perform the estimate functionality on meter
reading result. The appropriate messages have to be provided through the output structures.

Utilities Financial Meter Reading Override
Business Add-In: Utilities Financial Meter Reading Override
Enhancement Imple

sap.com/xi/AP/CRM/ DIResult diInput
ReadingOverride
Global
Use this BAdI exit to implement an alternative approach to performing the override function on meter reading
result. The appropriate messages have to be provided through the output structures.
Utilities Financials Locks
Business Add-In: Utilities Financials Locks
Enhancement Imple
UtilitiesFinancialLocks UtilitiesExtensibility http:// UilitiesFinancialLocks UtilitiesFinancialLock

sap.com/xi/AP/CRM/ DisplayBadiInput BadiResult
Global
Use this BAdI exit to implement an alternative approach to fetch the locks for a corresponding open document.
The BAdI needs to fill the lock details through output structures.
New structure ExecuteService has been introduced in the input parameter UtilitiesFinancialLockBadiResult.
● CreateLock
● DisplayLocks
● EditLock
● Delete
If the DisplayLocks flag is set to true, then the ISU service shall be triggered after the BAdI call. For example, If
DisplayLocks flag is set to ‘True’, then the ISU service shall be triggered for Display Locks after this Badi is
executed.

Utilities Financial Create Locks
Business Add-In: Utilities Financial Create Locks
Enhancement Imple
UtilitiesFinancialCrea UtilitiesExtensibility http:// UtilitiesFinancialCrea UtilitiesFinancialCrea

sap.com/xi/AP/CRM/ teLocksBadiInput teLockBadiResult
teLocks
Global
Use this BAdI exit to implement an alternative approach to create the locks for a corresponding open
document. The appropriate messages have to be provided through the output structures.

UtilitiesFinancialCreateLockBadiResult. This structure has the below indicator flag:
● CreateLock
● DisplayLocks
● EditLock
● Delete
If the CreateLock flag is set to true, then the ISU service shall be triggered after the BAdI call. For example, If
CreateLock flag is set to ‘True’, then the ISU service shall be triggered for Create Lock after this BAdI is
executed.
Utilities Financial Edit Locks
Business Add-In: Utilities Financial Edit Locks
Enhancement Imple
UtilitiesFinancialEdit UtilitiesExtensibility http:// UtilitiesFinancialEdi UtilitiesFinancialEdi

sap.com/xi/AP/CRM/ tLockBadiInput tLocksBadiResult
Locks
Global
Use this BAdI to implement an alternative approach to edit the locks for a corresponding open document. The

UtilitiesFinancialEditLocksBadiResult. This structure has the below indicator flag:
● CreateLock
● DisplayLocks
● EditLock
● Delete
If the EditLock flag is set to true, then the ISU service shall be triggered after the badi call. For example, If
EditLock flag is set to ‘True’, then the ISU service shall be triggered for Edit Lock after this Badi is executed.

Utilities Financial Delete Locks
Business Add-In: Utilities Financial Delete Locks
Enhancement Imple
UtilitiesFinancialDele UtilitiesExtensibility http:// UtilitiesFinancialDele UtilitiesFinancialDelte

sap.com/xi/AP/CRM/ teLocksBadiInput LocksResult
teLocks
Global
Use this BAdI to implement an alternative approach to delete the locks for a corresponding open document.
The appropriate messages have to be provided through the output structures.
New structure ExecuteService has been introduced in the input parameter UtilitiesFinancialDelteLocksResult.
● CreateLock
● DisplayLocks
● EditLock
● Delete
If the Delete flag is set to true, then the ISU service shall be triggered after the badi call. For example, If Delete
flag is set to ‘True’, then the ISU service shall be triggered for Delete Lock after this Badi is executed.
Utilities Dunning History
Enhancement Imple

sap.com/xi/AP/CRM/ ningHistoryBadiInput ningHistoryBadiInput
tory
Global
Utilities Installment Plan
Business Add-In: Utilities Installment Plan Badi
Enhancement Imple
UtilitiesInstallment UtilitiesExtensibility http:// UtilitiesInstallment UtilitiesInstallment

Plan sap.com/xi/AP/CRM/ PlanBadiInput PlanBadiInput
Global
Use this add-in to implement an alternative approach for the function on installment plan. This exit needs to fill
the action code (mandatory) in the output structures to correspond the action performed in add-in. The

Success/Error message to be filled in UTIL_MESSAGE table in the exit. The appropriate messages have to be
provided through the output structures. This add-in handles the following actions as per the action codes:
● Simulate Installment Plan-1 (Action code)

● Create Installment Plan - 2 (Action code)
● Change Installment Plan - 3 (Action code)
● Cancel Installment Plan - 4 (Action code)
The flag ExecuteServiceIndicator has been introduced in the input parameter

UtilitiesInstallmentPlanBadiInput. This flag has the below components:
● Edit
● Cancel
● Create
● Simulate
(for the corresponding action code), then the ISU service shall be triggered after the badi call. For example, If
Action Code is ‘2’ and ExecuteServiceIndicator. CreateInstallmentPlan is set to ‘True’, then the ISU service shall
be triggered for Create Installment plan after this Badi is executed.
Enhancement of Utilities Create Billing
Business Add-In: Enhancement of Utilities Create Billing
Enhancement Imple
UtilitiesCreateBilling UtilitiesExtensibility http:// UtilitiesFinancialOver UtilitiesFinancialCrea

sap.com/xi/AP/CRM/ view teBillingBADIResult
Global
Create Bill Actions
Business Add-In: Create Bill Actions
Enhancement Imple
UtilitiesCreateBillin UtilitiesExtensibility http:// UtilitiesFinancialCrea UtilitiesFinancialCrea

gActions sap.com/xi/AP/CRM/ teBillingBADIResult teBillingActionsBADIR
Global esult
Use this add-in to implement an alternative approach to perform billing operations. This exit needs to fill the
action code (mandatory) in the output structures to correspond the action performed in add-in. The
appropriate messages have to be provided through the output structures. This add-in handles the following
actions as per the action codes:
● Invoice Now - 03 (Action code)

● Bill Now - 02 (Action code)
● Submit Meter Reading - 01 (Action code)
● Invoice Simulation - 04 (Action code)
● Bill and Invoice -05 (Action Code)
● Invoice Now Mr – 06 (Action Code)
The flag ExecuteServiceIndicator has been introduced in the output parameter

UtilitiesFinancialCreateBillingActionsBADIResult. This flag has the below components for all above Six Action
Codes.
(for the corresponding action code), then the ISU service shall be triggered after the BADI call. For example, If
Action Code is ‘01’ and ExecuteServiceIndicator. Submit_MR is set to ‘True’, then the ISU service shall be
triggered for Submit Meter Reading after this Badi is executed.
Utilities Budget Billing Overview
Business Add-In: Budget Billing Overview
Enhancement Imple
UtilitiesBudgetBillin UtilitiesExtensibility http:// UtilitiesBudgetBilling UtilitiesBudBillBadiRe

gOverview sap.com/xi/AP/CRM/ FetchBAdIInput sult
Global
Utilities Budget Billing Actions
Business Add-In: Utilities Budget Billing Actions (Simulate,Create,Edit,Deactivate)
Enhancement Imple
UtilitiesBudgetBillin UtilitiesExtensibility http:// UtilitiesBudgetBillin UtilitiesBudgetBillin

gActions sap.com/xi/AP/CRM/ gActionBadiInput gActionBadiResult
Global
The below components are introduced in ‘UtillitiesBudgetBillingCurrentAction’ parameter of Input Parameter

UtilitiesBudgetBillingActionBadiInput, to give details about Custom Action.

Utilities Financial Actions
Business Add-In: UtilitiesFinancialActionsBADI
Enhancement Imple
UtilitiesFinancialAc UtilitiesExtensibility http:// UtilitiesFinancialAc UtilitiesFinancialAc

tionsBADI sap.com/xi/AP/CRM/ tionsBADiInput tionsBadiResult
Global
Structure UtilitiesInvoices has been introduced in the input parameter UtilitiesFinancialActionsBADiInput and
output parameter UtilitiesFinancialActionsBadiResult.
The below components are introduced in ‘CurrentAction’ parameter of Input Parameter

UtilitiesFinancialActionsBADiInput, to give details about Custom Action.
The UtilitiesFinancialActionsBadiResult has the parameter SkipActions. When the SkipActions, ManualPosting
is set to false, then the ISU service shall be triggered after the BADI call.
2.3.1.3 Premise
List of business add-ins for the functionality under Premise work center view.
UtilitiesPremise
Business Add-In: UtilitiesPremise
Enhancement Imple
UtilitiesPremise UtilitiesExtensibility http:// UtilitiesPremiseFetch UtilitiesPremiseBadiR

sap.com/xi/AP/CRM/ BAdIInput esult
Global
Use this BAdI exit for extending the Premise Service. The input provides the Premise UUID and the Remote
Object ID, and the output expected should contain data (If available) for at least the following:
● Customer History (UtilitiesPremiseCustomerHistory)

● Highlights (UtilitiesPremiseHighlights)
● Object Hierarchy (UtilitiesPremiseObjectHierarchy)
● Installation (UtilitiesPremiseObjectHierarchyInstallationDetails)
● Meter Reading (UtilitiesPremiseObjectHierarchyMeterReadingDetails)

 Note
1. The ID for an “Object Hierarchy” object of type “Installation / Point of Delivery” should be maintained
as "<INSTALLATION ID> / <POD ID>”, (Eg: “11678 / 20000012”)
2. The TYPE_CODE for objects in the object hierarchy must be maintained as follows:
Type Code Object
1 Installation / Point of Delivery
2 Device
UtilitiesPremiseCancelMoveInMoveOut
Business Add-In: . UtilitiesPremiseCancelMoveInMoveOut
Enhancement Imple
UtilitiesPremiseCan UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

celMoveInMoveOut sap.com/xi/AP/CRM/ put esult
Global
Use this BAdI exit for implementing an alternative approach for cancelling a Move In or a Move Out action. The
 Note
● The flag CANCEL_MOVE_IN_IMPL should be marked “true” if “Cancel Move In” has been implemented.
● The flag CANCEL_MOVE_OUT_IMPL should be marked “true” if “Cancel Move Out” has been
implemented.
UtilitiesPremiseEditMoveInMoveOut
Business Add-In: UtilitiesPremiseEditMoveInMoveOut
Enhancement Imple
UtilitiesPremiseEdit UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

MoveInMoveOut sap.com/xi/AP/CRM/ put esult
Global
Use this business add-in exit to implement an alternative approach for editing a Move In or a Move Out action.
The appropriate messages have to be provided through the output.

 Note
● The flag EDIT_MOVE_IN_IMPL should be marked “true” if “Edit Move In” has been implemented.
● The flag EDIT_MOVE_OUT_IMPL should be marked “true” if “Edit Move Out” has been implemented.
UtilitiesPremiseMoveIn
Business Add-In: UtilitiesPremiseMoveIn
Enhancement Imple
UtilitiesPremiseMoveIn UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

sap.com/xi/AP/CRM/ put esult
Global
Use this BAdI exit to implement an alternate approach for Move In action. The appropriate messages have to be
provided through the output.
 Note
UtilitiesPremiseMoveOut
Business Add-In: UtilitiesPremiseMoveOut
Enhancement Imple
UtilitiesPremiseMove UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

Out sap.com/xi/AP/CRM/ put esult
Global
Use this BAdI exit to implement an alternative approach for Move Out action. The appropriate messages have
to be provided through the output.

UtilitiesInstallation
Enhancement Imple
UtilitiesInstallation UtilitiesExtensibility http:// UtilitiesInstallation UtilitiesInstallationBa

sap.com/xi/AP/CRM/ FetchBAdIInput diResult
Global
Use this business add-in exit for extending the Installation Service. The input provides the Premise External ID
and the Installation ID, and the output expected should contain data for the provided installation (If available)
for at least: the following:
● Installation (UtilitiesInstallationDetails)
● Device (UtilitiesInstallationDeviceDetails)
● Meter Reading (UtilitiesInstallationDeviceRegisterDetails)
The structure UtilitiesInstallationDeviceNotesDetails has been introduced in the UtilitiesInstallationBadiResult

parameter of input and output parameter.
UtilitiesInstallationEstimateMeterReading
Business Add-In: UtilitiesInstallationEstimateMeterReading
Enhancement Imple
UtilitiesInstallationEsti UtilitiesExtensibility http:// UtilitiesInstallationBa UtilitiesInstallationBa

mateMeterReading sap.com/xi/AP/CRM/ diInput diResult
Global
Use this business add-in exit to implement an alternative approach estimating meter readings. The appropriate
messages have to be provided through the output. The output structure MR_ESTIMATES should contain the
requested meter reading estimates.
The flag ExecuteAction has been introduced in the output parameter UtilitiesInstallationBadiResult. This flag
has the estimate component. If the execute flag is set to true for estimate ,then the ISU service shall be
triggered after the badi call.

UtilitiesInstallationOverrideMeterReading
Business Add-In: UtilitiesInstallationOverrideMeterReading
Enhancement Imple
UtilitiesInstallationO UtilitiesExtensibility http:// UtilitiesInstallationBa UtilitiesInstallationBa

verrideMeterReading sap.com/xi/AP/CRM/ diInput diResult
Global
Use this business add-in exit to implement an alternative approach for overriding meter readings. The
the override component. If the skip flag is set to true for override ,then the ISU service will not be triggered after
the badi call.
UtilitiesInstallationUpdateMeterReading
Business Add-In: UtilitiesInstallationUpdateMeterReading
Enhancement Imple
UtilitiesInstallationUp UtilitiesExtensibility http:// UtilitiesInstallationBa UtilitiesInstallationBa

dateMeterReading sap.com/xi/AP/CRM/ diInput diResult
Global
Use this business add-in exit to implement an alternative approach for updating meter readings. The
the update component. If the skip flag is set to true for update ,then the ISU service will not be triggered after
the badi call.
UtilitiesPremiseActions
Business Add-In: UtilitiesPremiseActions
Enhancement Imple
UtilitiesPremiseAc UtilitiesExtensibility http:// UtilitiesPremiseBadiIn UtilitiesPremiseBadiR

tions sap.com/xi/AP/CRM/ put esult
Global

UtilitiesPremiseDetails
Business Add-In: UtilitiesPremiseDetails
Enhancement Imple
UtilitiesPremiseDetails UtilitiesExtensibility http:// UtilitiesPremiseDe UtilitiesPremiseDe

sap.com/xi/AP/CRM/ tailsFetchBADIInput tailsBadiResult
Global
UtilitiesDisconnectionDocuments
Business Add-In: UtilitiesDisconnectionDocuments
Enhancement Imple
UtilitiesDisconnection UtilitiesExtensibility http:// UtilitiesDisconnection UtilitiesDisconnection

DocumentsActions sap.com/xi/AP/CRM/ DocumentsBadiActio DocumentsActionBa
Global nInput diResult
2.3.1.4 Contracts
Overview of Business Add-In exits for the Utilities Contracts work center view functionality.
BAdI Definition Semantic Name Input Parameter Output Parameter
UTILITIES_OVERVIEW_EN Enhancement of Utilities UTILITIES_OVER UTILITIES_OVER

Overview VIEW_BADI_IN VIEW_BADI_RESULT
HANCE
● Results - Following tables are retreived:

○ Contract Account - UTIL_CONTRACT_ACCOUNT_TAB
○ Contracts - UTIL_CONTRACTS_TAB
○ Meter Reading - UTIL_CONTRACTS_METER_READ_TAB
○ Division/Service Order Table in Move-In - UTIL_CONTRACTS_SO_TAB_IN
○ Division/Service Order Table in Move-Out - UTIL_CONTRACTS_SO_TAB_OUT

Contract Account Create
Business Add-In: Contract Account Create
BADI_UTIL_CONTRACT_AC Enhancement of contract ac ● UTILITIES_CRE ● UTIL_CONTRACT_AC

count ATE_CA_BADI_IN COUNT_TAB
COUNT
● UTILITIES_MES
SAGE_TAB (For suc
cess/error message)
 Note
 Note
The display contract account is retrieved locally in the cloud solution using buffer and therefore BADI is not
implemented for display of contract account.
Contract Account Change
Business Add-In: Contract Account Change
BADI_UTIL_CONTRACT_AC Enhancement of contract ac ● UTILITIES_CRE ● UTIL_CONTRACT_AC

count ATE_CA_BADI_IN COUNT_TAB
COUNT
● UTILITIES_MES
SAGE_TAB (For suc
cess/error message)
 Note

Move-In
Business Add-In: Move-In
BAdI Definition Semantic Name Input Parameters Output Parameters
BADI_UTIL_CON Utilities Contracts Move In ● UTILIT ● UTILITIES_OVER

TRACTS_MOVE_IN IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
PUT ● UTILITIES_MES
● UTIL_CONTRACTS_TAB SAGE_TAB (For suc
● UTIL_CONTRACTS_ME cess/error message)
TER_READ_TAB
● UTIL_CON
TRACTS_SO_TAB_IN
Move-Out
Business Add-In: Move-Out
BADI_UTIL_CON Utilities Move Out BADI defi ● UTILIT ● UTILITIES_OVER

nition IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
TRACTS_MOVE_OUT
TER_READ_TAB ●
● UTIL_CON
TRACTS_SO_TAB_OUT
Transfer
Business Add-In: Transfer
BADI_UTIL_CON Utilities Transfer ● UTILIT ● UTILITIES_OVER

TRACTS_TRANSFER IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
TER_READ_TAB
● UTIL_CON
TRACTS_SO_TAB_IN
● UTIL_CON
TRACTS_SO_TAB_OUT

Estimate
Business Add-In: Estimate
BADI_UTIL_CON Utilities Contracts Meter ● UTILIT ● UTILIT

Reading Estimate IES_MR_BADI_INPUT IES_MR_BADI_INPUT
TRACTS_ESTIMATE
● UTIL_CONTRACTS_ME ● UTIL_CONTRACTS_ME
TER_READ_TAB TER_READ_TAB
● UTILITIES_MES
SAGE_TAB (For suc
cess/error message)
Edit Move-In
Business Add-In: Edit Move-In
BADI_UTIL_CON Contracts Edit Move-In ● UTILIT ● UTILIT

TRACTS_EDIT IES_MOVE_IN_BADI_IN IES_MR_BADI_INPUT
● UTIL_CONTRACTS_ME SAGE_TAB (For suc
TER_READ_TAB cess/error message)
● EDIT_MVI_IMPL = TRUE
(Set this flag
EDIT_MVI_IMPL to
specify that BADI is im
plemented for Edit
Move-In.

Edit Move-Out
Business Add-In: Edit Move-Out
BADI_UTIL_CON ● UTILIT ● Input Parameters

TRACTS_EDIT IES_MOVE_IN_BADI_IN ● Output Parameters
PUT ○ UTILITIES_OVER
VIEW_BADI_RE
SULT
○ UTILITIES_MES
SAGE_TAB (For
success/error mes
sage)
○ EDIT_MVO_IMPL=
TRUE (Set this flag
EDIT_MVO_IMPL to
specify that BADI is
implemented for
Edit Move-Out.
Cancel Move-In
Business Add-In: Cancel Move-In
BADI_UTIL_CON Utilities Contracts Cancel ● UTILIT ● UTILITIES_OVER

Move-In, Cancel Move-out IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
TRACTS_CANCEL
SAGE_TAB (For suc
cess/error message)
● CANCEL_MVI_IMPL=
TRUE (Set this flag CAN
CEL_MVI_IMPL to spec
ify that BADI is imple
mented for Cancel
Move-In.

Cancel Move-Out
Business Add-In: Cancel Move-Out
BADI_UTIL_CON Utilities Contracts Cancel ● UTILIT ● UTILITIES_OVER

Move-In, Cancel Move-ou IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
TRACTS_CANCEL
SAGE_TAB (For suc
cess/error message)
● CANCEL_MVO_IMPL=
TRUE (Set this flag CAN
CEL_MVO_IMPL to
plemented for Cancel
Move-Out.
Create Meter Reading
Business Add-In: Create Meter Reading
BADI_UTIL_CON Contracts Meter Reading ● UTILIT ● UTILITIES_OVER

Create/Edi IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
TRACTS_MR
SAGE_TAB (For suc
cess/error message)
● MR_CREATE_IMPL=
TRUE (Set this flag
MR_CREATE_IMPL to
plemented for Create
Meter Reading.

Edit Meter Reading
Business Add-In: Edit Meter Reading
BADI_UTIL_CON ● UTILIT ● UTILITIES_OVER

TRACTS_MR IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
SAGE_TAB (For suc
cess/error message)
● MR_EDIT_IMPL= TRUE
(Set this flag
MR_EDIT_IMPL to spec
ify that BADI is imple
mented for Edit Meter
Reading.
Override
Business Add-In: Override
BADI_UTIL_CON ● UTILIT ● UTILITIES_OVER

TRACTS_MR IES_MOVE_IN_BADI_IN VIEW_BADI_RESULT
SAGE_TAB (For suc
cess/error message)
● MR_OVERRIDE_IMPL =
TRUE (Set this flag
MR_OVERRIDE_IMPL to
plemented for Meter
Reading Override.

Fetch Meter Reading Data
Business Add-In: Fetch Meter Reading Data
BADI_UTIL_MR_DATA_FETC Utilities Fetch MR data from ● UTILIT ● Input Parameters

S/4HANA IES_MOVE_IN_BADI_IN ● Output Parameters
H
PUT ○ UTILITIES_OVER
VIEW_BADI_RE
SULT
○ UTIL_CON
TRACTS_ME
TER_READ_TAB
○ UTIL_CON
TRACTS_SO_TAB_I
N
○ UTILITIES_MES
SAGE_TAB (For
success/error mes
sage)
2.3.1.5 Collections
Overview of Business Add-Ins that exist for the Utilities Collections work center view functionality.
Utilities Collection Customer Overview
Business Add-In: UtilitiesCollectionCustomerOverview
Enhancement Imple
UtilitiesCollectionCus UtilitiesExtensibility http:// UtilitiesCustomerOver UtilitiesCustomerOver

tomerOverview sap.com/xi/AP/CRM/ viewBADIInput viewBADIInput
Global

UtilitiesDunningHistory
Enhancement Imple

tory sap.com/xi/AP/CRM/ ningHistoryBadiInput ningHistoryBadiInput
Global
UtilitiesAccountHistory
Business Add-In: UtilitiesAccountHistory
Enhancement Imple
UtilitiesAccountHistory UtilitiesExtensibility http:// UtilitiesAccountHistor UtilitiesAccountHistor

sap.com/xi/AP/CRM/ yBADIInput yBADIInput
Global
UtilitiesCorrespondenceHistory
Business Add-In: UtilitiesCorrespondenceHistory
Enhancement Imple

ceHistory sap.com/xi/AP/CRM/ pondenceHistoryBa pondenceHistoryBa
Global diInput diInput
UtilitiesCorrespondenceHistoryActions
Business Add-In:UtilitiesCorrespondenceHistoryActions
Enhancement Imple

ceHistory sap.com/xi/AP/CRM/ pondenceHistoryBa pondenceHistoryAc
Global diActionInput tionBadiResult

UtilitiesWriteOffs
Business Add-In: UtilitiesWriteOffs
Enhancement Imple
UtilitiesWriteOffs UtilitiesExtensibility http:// UtilitiesWriteOffsBA UtilitiesWriteOffsBA

sap.com/xi/AP/CRM/ DIIn DIIn
Global
UtilitiesSecurityDepositActions
Business Add-In: UtilitiesSecurityDepositActions
Enhancement Imple
UtilitiesSecurityDepo UtilitiesExtensibility http:// UtilitiesSecurityDepo UtilitiesSecurityDepo

sitActions sap.com/xi/AP/CRM/ sitActionsBADIInput sitActionBADIRes
Global ponse
UtilitiesSecurityDeposit
Enhancement Imple
UtilitiesSecurityDepo UtilitiesExtensibility http:// SecurityDepositBADIIn SecurityDepositBADIIn

sit sap.com/xi/AP/CRM/
Global
UtilitiesReturns
Enhancement Imple
UtilitiesSecurityDepo UtilitiesExtensibility http:// UtilitiesReturnsBA UtilitiesReturnsBA

sit sap.com/xi/AP/CRM/ DIInput DIInput
Global

UtilitiesCreditWorthiness
Business Add-In: UtilitiesCreditWorthiness
Enhancement Imple
UtilitiesCreditWorthi UtilitiesExtensibility http:// UtilitiesCreditWorthi UtilitiesCreditWorthi

ness sap.com/xi/AP/CRM/ nessBADIInput nessBADIInput
Global
Overview of business add-in exits for service orders. BAdI exits are provided for service orders overview, create
and change. As the cancel service order pop up is just a text box, BAdI is not provided for cancel.
Enhancement Imple
UtilitiesServiceOrderO UtilitiesExtensibility http:// UtilitiesOverviewBA UtilitiesServiceOrder

sap.com/xi/AP/CRM/ dIInput BadiInput
verview
Global
Utilities Service Order Create
Business Add-In: Utilities Service Order Create
Enhancement Imple
UtilitiesServiceOrders UtilitiesExtensibility http:// UtilitiesServiceOrder UtilitiesServiceOrder

sap.com/xi/AP/CRM/ BadiInput BadiInput
Global
 Note
The flag ExecuteService is added in the input structure UtilitiesServiceOrderBadiInput and the ExecuteService
flag has below components:

● CREATE
● CHANGE
● CANCEL
Utilities Service Order Change
Business Add-In: Utilities Service Order Change
BADI_UTIL_SERVICE_ORDER ● UtilitiesServiceOrderBadiInput ● UtilitiesServiceOrderBadiInput

 Note
Business add-ins for functionality available under Utilities 360 work center view.
Utilities 360 Object Hierarchy
Enhancement Imple
Utilities360facetOb UtilitiesExtensibility http:// Utilities360ViewRoo Utilities360ObjectHier

jectHierarchy sap.com/xi/AP/CRM/ tElements archyBadiResult
Global
The hierarchy is built in the standard delivery. Use this BAdI exit for extending the Utilities 360 data fetch
service. The input provides the Customer remote object ID, filter flags for data as per POD, premise and
Contract Account. The output expected should contain data (if available) for at least:
● Utillities360FacetRoot - Utilities 360 Root – More Indicator

● Utillities360FacetObjectHierarchyCCADetails - Collective Contract Account Details
● Utillities360FacetObjectHierarchyCADetails - Contract Account Details
● Utillities360FacetObjectHierarchyPremiseDetails - Premise Details

● Utillities360FacetObjectHierarchyContractDetails - Contract Details
● Utillities360FacetObjectHierarchyInstallationDetails - Installation Details
● Utillities360FacetObjectHierarchyDeviceDetails - Device Details
● Utillities360HighlightsAlerts - Alerts – [Deprecated]
● Utilities360Highlights - Highlights - [Deprecated]
● Utilities360Highlight - Highlights
Utilities 360 Facet Object Hierarchy Overview
Enhancement
Implementa Business Ob Input Parame Output Param
tion ject Namespace Interface Method ter eter
Utilities360fac UtilitiesExtensi http:// IF_BADI_UTIL_ EXE Utilities360Ob Utilities360Ob

etObjectHier bility sap.com/xi/AP/ jHierBAdIInput jectHierarchy
360_OBJ_HI CUTE_360_OB
archyOverview CRM/Global BadiResult
ERARCHY JECT_HIERAR
CHY
UtilitiesCustomerHistory
Business Add-In: BadiUtilitiesCustomerHistory
Enhancement Imple
UtilitiesCustomerHis UtilitiesExtensibility http:// UtilitiesOverviewBA UtilitiesOverviewBa

tory sap.com/xi/AP/CRM/ dIInput diResult2
Global
Following are the table details from output structure:
● UTIL_CONTRACTS_TAB - For Contracts Table

● UTIL_PAYMENTS_TAB - For Payments Table
● UTIL_INVOICES_TAB - For Invoice table
● UTIL_SRV_ORDS_TAB - For Service Order Table

Utilities 360 Recent History - Get Utilities Business Contact
Business Add-In: UtilitiesBusinessContactGet
Enhancement Imple
UtilitiesBusinessCon UtilitiesExtensibility http:// UtilitiesBusinessCon UtilitiesBusinessCon

tactGet sap.com/xi/AP/CRM/ tactFetchBadIInput tactBadiResult
Global
Utilities Locks
Business Add-In: Utilities Locks
Enhancement Imple
UtilitiesOverviewLocks UtilitiesExtensibility http:// UtilitiesLocksBadiRe UtilitiesLocksBadiRe

sap.com/xi/AP/CRM/ sult sult
Global
Utilities Object Hierarchy
Business Add-In: Utilities Object Hierarchy
Enhancement Imple
Utilities360ObjectHier UtilitiesExtensibility http:// Utilities360ObjectHier Utilities360ViewAc

archyAction sap.com/xi/AP/CRM/ archyActionBadiInput tionBadiResult
Global

2.3.1.8 Alerts
Overview of business add-in that exists for alerts.
Alerts - Get Utilities Alerts
Business Add-In: Alerts - Utilities Alerts Get
Enhancement Imple
UtilitiesAlertsGet UtilitiesExtensibility http:// UtilitiesAlertsFetchBa UtilitiesAlertsBadiRe

Global
Alerts - Prefilling extension fields to the selection parameter
Business Add-In: Alerts - UtilitiesAlertsPreGet
Enhancement Imple
UtilitiesAlertsPreGet UtilitiesExtensibility http:// UtilitiesAlertsFetchBa UtilitiesAlertsBadiRe

Global
2.3.1.9 Exception Management
Overview of business add-in that exists for exeption management.
Exception Management - Get Utilities BPEM
Business Add-In: Exception Management - Utilities BPEM Get
Enhancement Imple
UtilitiesBPEMGet UtilitiesExtensibility http:// UtilitiesBPEMFetchBa UtilitiesBPEMBadiRe

Global

UtilitiesBPEMActions
Business Add-In:UtilitiesBPEMActions
Enhancement Imple
UtilitiesBPEMActions UtilitiesExtensibility http:// UtilitiesBPEMBadiAc UtilitiesBPEMAction

sap.com/xi/AP/CRM/ tionInput BadiResult
Global
2.3.1.10 Promise to Pay
Overview of business add-ins that exist for promise to pay.
Utilities P2P Get
Business Add-In: UtilitiesP2PGet
BAdI Definition Semantic Name Business Object Namespace Input Parameter Output Parameter
UtilitiesP2PGet Get Utilities P2P UtilitiesExtensibil http:// UtilitiesP2PFetch UtilitiesP2PBadiR

ity sap.com/xi/AP/CR BadIInput esult
M/Global
Utilities P2P Modify
Business Add-In: UtilitiesP2PModify
BAdI Definition Semantic Name Business Object Namespace Input Parameter Output Parameter
UtilitiesP2PModify Modify Utilities UtilitiesExtensibil http:// UtilitiesP2PModi UtilitiesP2PBadiR

P2P ity sap.com/xi/AP/CR fyBadIInput esult
M/Global

2.3.1.11 Payment Data
Overview of business add-ins that exist for payment data.
Utilities Payment Data Overview
Business Add-In: UtilitiesPaymentDataOverview
Enhancement Imple
UtilitiesPaymentDa UtilitiesExtensibility http:// UtilitiesPaymentData UtilitiesPaymentData

sap.com/xi/AP/CRM/ FetchBAdIInput BAdIResult
taOverview
Global
Utilities Payment Data Actions
Business Add-In: UtilitiesPaymentDataActions
Enhancement Imple
UtilitiesPaymentDa UtilitiesExtensibility http:// UtilitiesPaymentDa UtilitiesPaymentDa

sap.com/xi/AP/CRM/ taActionBAdIInput taActionBAdIResult
taActions
Global
2.3.1.12 Rate Category
Overview of business add-in that exists for rate category.
Utilities Contracts Installation Facts Modify
Business Add-In: UtilitiesContractsInstallationFactsModify
Enhancement Imple
UtilitiesContractsIn UtilitiesExtensibility http:// UtilitiesRateCategory UtilitiesRateCategory

sap.com/xi/AP/CRM/ ChangeBADIInput ChangeBADIOutput
stallationFactsModify
Global
The flag SkipAction has been introduced in the parameter UtilitiesRateCategoryChangeBADIInput. If the skip
flag is set to true for override ,then the ISU service will not be triggered after the badi call

2.3.1.13 Service Notification
Overview of business add-ins that exist for service notification.
Utilities Service Notification Overview
Business Add-In: UtilitiesServiceNotificationOverview
Enhancement Imple

sap.com/xi/AP/CRM/ caionFetchBAdIInput cationBadiResult
cationOverview
Global
Utilities Service Notification Actions
Business Add-In: UtilitiesServiceNotificationActions
Enhancement Imple

sap.com/xi/AP/CRM/ caionModifyBAdIInput cationBadiResult
cationActions
Global
2.3.1.14 Rate Change
Overview of business add-in that exists for rate change.
Utilities Contract Installation Facts
Business Add-In: UtilitiesContractInstallationFacts
Enhancement Imple
UtilitiesContractInstal UtilitiesExtensibility http:// UtilitiesInstallation UtilitiesInstallation

sap.com/xi/AP/CRM/ FactsBADIInput FactsBadiResult
lationFacts
Global
The flag SkipAction has been introduced in the parameter UtilitiesInstallationFactsBADIInput. If the skip flag is
set to true for override ,then the ISU service will not be triggered after the badi call

Overview of business add-in that exists for Utilities Addresses.
 Note
: Utilities Addressesand Utilities Communication Data screens have a common BADI. If the BADI is
implemented then data in both facets needs to be passed from PDI.
Utilities Addresses - Display
Business Add-In: Utilities Addresses - UtilitiesCustomerAddressGet
Enhancement Imple
UtilitiesCustomerAd UtilitiesExtensibility http:// UtilitiesAddressFetch UtilitiesAddressGetBa

sap.com/xi/AP/CRM/ BadIInput diResult
dressGet
Global
Utilities Addresses - Actions
Business Add-In: Utilities Addresses - UtilitiesCustomerAddressActions
Enhancement Imple
UtilitiesCustomerAd UtilitiesExtensibility http:// UtilitiesAddressAction UTILITIES_AD

sap.com/xi/AP/CRM/ BadiInput DRESS_ACTN_RE
dressActions
Global SULT
2.3.1.16 Switch Document for Enrollment Process
Overview of business add-in exits for switch documents created for utilities guided quote.
Use this business add-in exit for extending the functions for both create and fetch for the switch document
from the S/4HANA system.
Business Add-In: Logical Port for Notification Service
BAdI Definition Semantic Name
COD_UTILITIES_QUOTE_NOTIF_PORT

Use this business add-in exit for the enrollment process. Use this add-in to set the logical port for the
notification service that updates the switch document ID back to the cloud solution in the customer quote line
item.
2.3.1.17 Enrollment Product Proposal
Business add-in exit for extending implementation for product proposal in the enrollment process.
Product Proposal for Enrollment Process
Business Add-In: Product Proposal for Enrollment Process
BADI_UTILITIES_PROD_PROPOSAL BADI_UTILITIES_PROD_PROPOSAL_C BADI_UTILITIES_PROD_PROPOSAL_C
Use this Business Add-in exit to propose product for each line item in the Enrolment GAF based on existing and
custom fields available in quote. The input data has the UUID of the quote line item and the output should have
the quote line item UUID and the corresponding Product ID that has to be defaulted against that line item.
2.3.1.18 Customer Search
Business Add-In for the customer search feature.
Customer Search
Use the Customer Search add-in to extend the customer search feature.
Business Add-In - Customer Search
Enhancement Implementation Business Object Namespace
UtilitiesAccountSearch UtilitiesAccountSearch http://sap.com/xi/AP/CRM/Global

2.3.1.19 Move Processes(GAF)
You can add custom fields to the Move In and Move Out tables under the Services step of GAF Move processes
by following the below process of Auto-mapping.
Follow the below steps for the mapping process:
1. Add custom fields in Cloud for Customer and note the ES Names for the same.
2. Implement the post business add-in in S/4HANA under Function Module ISU_C4C_VALUE_HELP.
3. Send the ES Name for each field in extension data
1. In the post bAdi implementation, populate the ES Name of the Cloud for Customer custom field in the
fieldname and corresponding value in fieldvalue.
 Note
Auto mapping of custom fields is only applicable for element data types.
 Note
New Contract Account Indicator and Mailing Address Indicator flags are released to be consumed in PDI.
These flags once set in PDI shall behave as per the logic in PDI (In After Modify Event - which would be
called every time a field changes on the UI).

2.3.2 UI Extensions for Utilities Online Transactions
Use the step-by-step guide to create projectspecific extensions for screens where online transactions are
involved. The Utilities Contact Center uses the PDI tool for creating UI extensions and does not support UI
extensions using KUT (the standard framework for UI extensions in SAP Cloud for Customer).
 Note
UI extensions are possible only if a corresponding field exists and is also editable in the SAP Cloud for
Customer utilities solution.
 Note
For Utilities Collections tab, changes are made to the event handler of inport FromUtilitiesCollections. So, to
reuse the EC’s of Collections tab such as Dunning History, Correspondence History, Account History,
Returns, WriteOffs, and Security Deposit in different screens, the Inport FromContractAccount to be used.
Prerequisites
● Use the latest PDI tool whose version corresponds to the release version of SAP Cloud for Customer.
●

2.3.2.1 Step 1 - Create a PDI Solution
Create a new PDI solution, maintain the mandatory fields and save the new solution.

For the new solution, select solution type as Customer Specific Solution as shown in the graphic below:
2.3.2.2 Step 2 - Add Item under Solution Explorer
Add a new item under the Solution Explorer.

2.3.2.3 Step 3 - Specify Name of Extension Object in
Business Object Extension
Under Installed Templates SAP Extension Business Object Extension , specify the name of the
extension object.
You have now added the extension object into your solution (as seen in the graphic below)

2.3.2.4 Step 4 - Add Extension Fields to the Newly Added
Extension Business Object
In the previous step (step 3), you have added the extension business object into your solution. This will now
appear under the solution explorer with .xbo extension. Double click on this file extension to open the editor
where you can add the new extension fields under the desired node.
In the screenshot below, you will see the example for a contract node added with an extension field and another
extension field is added in the Meter Reading sub-node within the contract node. Note that since the contract
node is associated with move in /move out/ transfer, the extension field added here can be reused in the
contract table/move in screen/move out screen etc. This will complete the addition of extension field in the
SAP Cloud for Customer backend system.
2.3.2.5 Step 5 - Add Same Extension Fields to UI Screens

In the previous step (step 4), you have added extension fields to the extension business object in the backend
system. In this step, you will need to add the same extension fields to UI screens.
To add the extension fields to UI screen, right click on the .xbo file extension and choose Enhance Screen (see
screenshot below) .

This (Enhance Screen option) will show the list of floor plans where you can add the new extension field. You
can select the appropriate floor plan where you need to define extension fields.
2.3.2.6 Step 6 - Select Section Group in UI Screen Where

You Want to Add Extension Fields
In the step 5, you opened the floor plans for the UI screens where you need to add the extension fields. This
opens up the UI designer.
In the UI desginer,
1. Select the section group/anchor where you want to add the new extension field
2. Click on Extensibility Explorer Tab Add Extension Field to List .
3. Select the extension field you want to add and apply.

4. Activate the floor plan. With this you can see the new extension field added to the section group.
Open the UI screen to see the new extension field (as seen in the screenshot below).

2.3.2.7 Step 7 - Create Service Interface to S/4HANA using
Web Service
Since these UI screens involve online transactions, you need to create a service interface to S/4HANA using
web service. To do this, upload the WSDL that is imported from the S/4HANA and create the service interface
under Solution Explorer Add Item Service Integration External Web Service Integration .
For detailed information, see Web Services Quick Guide under http://help.sap.com/
SAP_BBD_Studio.html
2.3.2.8 Step 8 - Create a Communication Scenario to

Integrate Web Service with S/4HANA System
To integrate the web service interface with S/4HANA system, you need to create a communication scenario.
For detailed information, see the Web Services Quick Guide under http://help.sap.com/
SAP_BBD_Studio.html

2.3.2.9 Step 9 - Select Valid BAdI Implementation in
Solution Explorer
As a next step, you need to select the valid business add-in implementation. You can do this under Solution
Explorer Add Item Implementation .
Sample BADI implementation looks like the screenshot below where we call the Service -> Get the Response ->
Map it to the extension field -> Display on the UI.

2.3.3 (Optional) Extend Your Solution
An implementation-friendly extensibility concept is available for utilities. The approach enables you to extend
your solution by extending standard tables and does not require any significant PDI or backend
implementation.
The implementation-friendly extensibility concept can be summarized as follows:
● Standard RFCs provided with a table-type structure where you can add extension data.
● Creating new RFCs and configuring WSDLs in PI system not required.
● No additional configuration required for outbound service creation in PDI.
To implement the BAdI in SAP Cloud for Customer, follow these steps:
1. Extend the Utilities Extensibility BO, using the SAP Cloud Application Studio.
1. Log on to the SAP Cloud Application Studio, add a new item, and then enter the name of .xbo.
2. Select the business object to extend.
3. Add the extension field to the node where the enhancement is to be implemented—use the following
business object etension code snippet to extend the invoice node with an invoice description extension
field.

2. Add the extension field to the UI designer screen.
1. Select the UI as COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC.
2. Enter the extended UI path as /BYD_COD/IndustrySolution/Utilities/UI/Extensibility/
COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC.EC.uicomponent.
3. Implement the UtilititesFinancialAccountOverviewenhancement.

1. Add the enhancement implementation.

2. Enter the details.
3. Implement the logic in the ABSL script.

The code snippet is as follows:
The extension value is fetched from the ERP service BAdI implementation.
4. Extend the ERP ISU BAdI provided for the functional modules.
1. In the Display service do the following:
1. Create an active BAdI implementation for COD_UTILITIES_ERP_CUST_BADI of the
ISU_C4C_ACCOUNT_OVERVIEW web service.

2. Activate the implementation by clicking the implementing class that has all the methods that need
logic to be added for changing the standard behavior.

A sample code snippet for ERP implementation method in Account_overview_post is as
follows:
The data sent from ERP is passed to the extension field from PDI, and displayed in SAP Cloud for
Customer:
2. Implement the enhancement for Actions.

1. Add the extension field in the node for onetime payment.

2. Extend the field to the UI by selecting the UI as
COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC, and the extended UI path as /
BYD_COD/IndustrySolution/Utilities/UI/Extensibility/
COD_UTILITIES_FINANCIAL_OVERVIEW_EXTENSIBILITY_EC.EC.uicomponent
The services listed in the following table are supported with new extensibility framework. For a list of all services
for utilities contact center, see the worksheet for Utilities in the Attachments tab under SAP Cloud for
Customer
2.3.4 Utilities Web Services for Extensibility Purposes
For a complete list of utilities web services, see SAP Cloud for Customer.

2.3.5 Custom Action
You can now create Custom Actions for the following options:
● Utilities Exceptions(Both in Premise and Customer screens)

○ Payments
○ Open items
○ Invoices
○ Payment Plan
● Utilities Collections
○ Dunning History
○ Correspondences
● Utilities 360
○ Object Hierarchy (Corresponding BADI for custom actions is Utilities360ObjectHierarchyAction)
● Utilities Service Notifications
To implement custom actions in Disconnection Documents screen of Utilities Premisepage, follow these steps:
1. Create a custom action within the Extension Business Object for corresponding
node(UtilitiesDisconnectionDocuments is used here for reference)

2. Create script file for the custom action by right clicking on the xbo
Click on the Create check box (Within the corresponding node for the newly created custom action) and
Click on OK.

This will result in the creation of an absl file as shown below:
3. Pass the custom action name (as per your preference; the name given here is “ActionNameTest”) to the
CallAction and activate the absl file as well as xbo.
4. Implement the corresponding action BADI and write custom action logic in it.

2.4 Troubleshooting
References for troubleshooting issues with integration setup.
For detailed information on troubleshooting in PI system, see http://wiki.scn.sap.com/wiki/display/TechTSG/

%28PI%29+7.3.1+Troubleshooting+Guide

3 Cloud for Utilities Edition for Utilities
Contact Center
3.1 Views in Contract Account
3.1.1 Central
 Note
If you click the Recent Invoice card title, it opens Convergent Invoice tab.
● View the recent invoice PDF by selecting the Hyperlinked invoice item in recent Invoice card.
the previous month.

Cloud for Utilities Edition for Utilities Contact Center PUBLIC 477
3.1.2 Convergent Invoice
View all convergent invoices for contract account in Convergent Invoice tab.
The convergent invoice is also enabled in central tab to view the recent convergent invoices of contract
account.
Click Invoice No to display all billing documents for the invoice.

478 PUBLIC Cloud for Utilities Edition for Utilities Contact Center
Cloud for Utilities Edition for Utilities Contact Center PUBLIC 479
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What are the main components of the utilities contact center solution?

What are the main components of the utilities contact center solution?

What are the minimum software requirements for the utilities contact center solution?

What are the minimum software requirements for the utilities contact center solution?

PUBLIC

Utilities Contact Center Administrator Guide

THE BEST RUN

1 ERP Edition for Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 S/4HANA Edition for Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Utilities Contact Center Administrator Guide

3 Cloud for Utilities Edition for Utilities Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477

Utilities Contact Center Administrator Guide

The following graphic displays a transactional overview with ERP IS-Utilities:

Utilities Contact Center Administrator Guide

1.1 Configuration and System Setup

Scope and Configure SAP Cloud for Customer [page 6]

Configure Middleware [page 25]

Configure Integration with ERP [page 41]

Utilities Contact Center Administrator Guide

Assign Work Centers to Business Users [page 16]

1.1.1 Scope and Configure SAP Cloud for Customer

Replicate Utilities Master Data [page 16]

Assign Work Centers to Business Users [page 16]

Configure the Alerts Tab [page 17]

Configure Scripts for Move Processes [page 18]

Configure Utilities 360 [page 21]

Configure Safety Message for Reconnect [page 22]

Configure Mashup for Front Office Process (FOP) [page 23]

Configure Smart Energy Water [page 24]

Configure Message Severity for Move Processes [page 25]

Utilities Contact Center Administrator Guide

1.1.1.1.1 Prerequisites for Configuring Utilities Contact

Integration Setup for Utilities Contact Center

IS-Utilities Configuration in ERP System

1.1.1.1.2 Enable the Utilities Industry Solution

Utilities Contact Center Administrator Guide

1.1.1.1.3 Configure Utilities Lean Quotation

As an administrator, configure the utilities lean quotation.

If you have scoped this question, you must:

1.1.1.1.4 Configure Internal Pricing for Utilities Lean

As an administrator, configure internal pricing for utilities lean quotation.

Utilities Contact Center Administrator Guide

As an administrator, configure the replication of Point of Delivery (PoD).

1.1.1.1.6 Configure to use Premise External ID as the

As an administrator, configure to use premise external ID as internal ID in cloud solution.

1.1.1.1.7 Configure Master Data Template to Customize

1.1.1.1.8 Configure Master Data Template for Guided Move-

Utilities Contact Center Administrator Guide

1.1.1.1.9 Configure Different Master Data Templates for

1.1.1.1.10 Configure the Creation of BPEM Clarification Case

1.1.1.1.11 Configure Integration of SAP Cloud for Customer

Utilities Contact Center Administrator Guide

As an administrator, configure Security Deposit at contract level.

1.1.1.1.13 Configure Alerts in Move Processes

As an administrator, configure alerts in move processes.

1.1.1.1.14 Configure to Use Order Codes to Generate Service

As an administrator, configure to use order codes to generate service orders.

1.1.1.1.15 Configure to Use Notification Codes to Generate

As an administrator, configure to use notification codes to generate notifications.