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SAP S/4HANA Utilities for Customer Engagement Summary

TammyPowlas
Active Contributor
 Subscribe 
‎2020 Jun 29 9:48 AM

 9 Kudos  11,055

SAP Managed Tags: Utilities, SAP S/4HANA, SAP Utilities Customer Engagement

This was from a webcast I attended a while ago.

From SAP:

"Customer Engagement is a simplified version of SAP CRM embedded in S/4HANA. It

was initially available as an add-on named "customer management".

This session provides a functional overview of processes geared towards the utilities
industry, and covers an update on the product road map and cloud integration.
Source: SAP

Please note the usual disclaimer applies; things in the future are subject to change

Source: SAP
Customer
Vacant premise

Consumption

Most utilities - see customer and premise overview

High transaction volume

Link to others, such as self service, marketing

Where is customer service, back office

Was built for the employee

Source: SAP

15 years ago; look at CRM

Utilities - meter readings, postings

Looking at large application

Stability
A lot of automation

Exception handling

Integrated to other solution

Moving to S/4HANA - analytics, higher performance, searching,

Pressure on TCO

Run embedded CRM

CRM add-on now called customer engagement

Link to self service

Source: SAP

Central point of entry for customer service

Find a customer, create customer, respond to customer, look at premise, make some
changes on contract

Customer engagement - web client user interface in CRM7

Updated Fiori theme

Looks like other Fiori applications

Fully embedded in S/4HANA with 1909 and name changed

Was called customer management add-on

Now called customer engagement

Source: SAP

1 harmonized data model

No more replication

Fast move in move out

Source: SAP

One field search

Toggle to classic search

Avoid creating duplicates

Source: SAP

1 click actions
Context sensitive menu options

Source: SAP

For a retailer in deregulated market

Planned for October - adding more processes

Source: SAP

From older CIC implementations - framework, searches, front office process (FOP) tools -
this is where you use transaction launcher

Can launch FOP or anything else

Source: SAP

2 editions:

Basic CIC - limited - those who come from ISU CIC - framework; bring those FOP built

Enterprise - move in, sales contract

Migration Scenarios for CRM and IS-U Customers

 Figure 11, Migration Scenarios

Source: SAP

Entry point for CIC

Interaction center

Contacts/interaction records

Build history - contacts ..> interaction records

Standard mapping

Default role, menu, navigation bar

 Figure 12, Source: SAP

Second migration scenario

Cross Industry Solutions Often Used by Utilities

Figure 13, Source: SAP

 Figure 14, Source: SAP

Contact center - voice, email, chat

Figure 15, Source: SAP

ISU role does not include email editor

Road map

Figure 16, Source: SAP

Product direction - scope round-ups - feedback from early adopters

You can find any important links for education for Utilities in the SAP Learning Journeys

SAP for Utilities - Upskilling for SAP S/4HANA and Intelligent Enterprise

https://help.sap.com/doc/221f8f84afef43d29ad37ef2af0c4adf/HP_2.0/en-
US/a458fdd6c50b446eaa0c17507ecd5...

Customer engagement as a mobile app? This runs in a browser no specific mobile app
 1909 SAP Help to activate

https://help.sap.com/doc/b4a49252869946809850099c461d7518/1.0/en-
US/S4HANA_Utilities_for%20CE_Cookbo...

What do you think?

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Comment

5 Comments

RahulMukherjee1
Discoverer


‎2021 Apr 16 2:20 PM

 0 Kudos

Extremely nice coverage! It will be good to get updates on migration journey for
enhancements.

former_member764673
Participant


‎2021 Sep 01 8:45 PM
  0 Kudos

Nice Article Tammy,

I have a question. In your Blog you have mentioned that "Migration tools for CRM Core
objects Planned( Business Activities ) Interaction record", Is there any updates on this.

We are migrating from SAP CRM to S/4 Hana CE, we want to migrated old Interaction
records to S/4 system. I see a function module CRM_S4_BTX_ACTIVITY_MIGRATION
but not sure how it is been used. Do we have to use it from migration cockpit?.

Please advise.

Thanks & Regards,

Rajanidhi Rajasekeran.

TammyPowlas
Active Contributor


‎2021 Sep 01 8:53 PM

 0 Kudos

Hi - thank you for reading and commenting.

The answer is I don't know; I am a customer myself. We didn't use crm in our ECC
system so we didn't have to consider this.

I recommend asking this as a question at answers.sap.com

Good luck to you

shikharawal
Discoverer


‎2023 Jan 12 10:22 AM

 0 Kudos

Very nice ! Can we upgrade from CRM 5.0 to CE directly without upgrading to CRM 7.0
first?

former_member281397
Explorer


‎2023 Jan 20 8:32 AM

 0 Kudos

Hi Rajanidhi,

I am assuming that you would have completed your migration from SAP CRM to
S/4HANA CE by now.

Can you please share whether you had executed the entire migration through the
Migration Cockpit or whether additional elements such as the function module
CRM_S4_BTX_ACTIVITY_MIGRATION were necessary to migrate the data? Questions
posted on this topic on answers.sap.com have not elicited any helpful response so far.

Thanks in advance,

Arijit Mitra
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