Worklists and work items are useful to assign activities like a phone call to a certain agent. The worklists and work items are generated during the following processes:

  • Dunning by dunning procedure
  • Dunning by collection strategy
  • Inbound correspondence dunning

Transactions

Transaction
Description
FPWLMManagement of Worklists for Collection Management
FPWLMNManage Worklists for Disconnection Notifications

Customizing

FICAIMG > Contract Accounts Receivable and Payable > Business Transactions > Dunning > Worklists and Workitems

FI-CA-Events

Event
Description
Function module
1034Work Item: Display of Additional FieldsFKK_SAMPLE_1034
1035Collections: Reprioritization of a Work ItemFKK_SAMPLE_1035
1036Collections: Determine Attributes of a WorklistFKK_SAMPLE_1036
1037Collections: Determine Separation Criteria for WorklistsFKK_SAMPLE_1037
2841ICWC Work Item: Checks when Changing Status of Item ListFKK_SAMPLE_2841
2842ICWC Work Item: Further Actions on ClosureFKK_SAMPLE_2842
2843ICWC Work Item: Earliest and Latest Action ProcessingFKK_SAMPLE_2843
2844ICWC Work Item: Selection from Additional AttributesFKK_SAMPLE_2844
2845ICWC Work Item: Determination of Last Collection ContactFKK_SAMPLE_2845
2846ICWC Work Item: Addition of Work Item on Automatic CreationFKK_SAMPLE_2846
2847ICWC Work Item: Further Checks on Change to Work ItemFKK_SAMPLE_2847
2848ICWC Work Item: Add Work Item on Manual CreationFKK_SAMPLE_2848
2849ICWC Work Item: Determine Work Progress LinesFKK_SAMPLE_2849

Technical information

Package

Package
Description
FKKCRM_ITGFI-CA CRM Integration

Function Groups / Programs

Function Group
Program
Description
FKCRM_WORKLISTSAPLFKCRM_WORKLISTFI-CA Worklist

Tables

Table
Description
DFKKWLWorklist
DFKKWLAWorklist (Work Item Type)
DFKKWLIWork Items
DFKKWLIHWork Items (History)

Function Modules

Function Module
Description
FKK_CRM_WLI_GET_CUSTWorkitem: read customizing
FKK_CRM_WLI_ITEMLISTRead item list for a work item
FKK_CRM_WLI_ITEMLIST_CHANGEChange item list for a work item
FKK_CRM_WLI_ITEMLIST_TRANSFERTransfer item list for a work item
FKK_CRM_WLI_LISTRead work item
FKK_CRM_WLI_READRead work item completely
FKK_CRM_WLI_UPDATEChange work item
FKK_CRM_WL_LISTRead worklist

Message Class

FKK_CRM

Authorization Objects

Authority Object
Description
F_KKNWLDisconnection Notification: Authorization for Work List
F_KKNWLIDisconnection Notification: Authorization for Work Item
F_KKWLFI-CA: Authorization Check for Worklists
F_KKWLIFI-CA: Work Item: Authorization for Company Code
F_KKWLIORGFI-CA Work Item: Authorization for Ext. Collections Groups

Archiving Objects

Object
Description
Write Program
Delete Program
Reload Program
FI_MKKWLFI-CA: Collection WorklistRFKKWLAR01RFKKWLAR02RFKKWLAR03
FI_MKKWLIFI-CA: Collection Work ItemRFKKWLIAR01RFKKWLIAR02RFKKWLIAR03
FI_MKKWLAFI-CA: WorklistRFKKWLAAR01RFKKWLAAR02RFKKWLAAR03
FI_MKKWLIAFI-CA: Work ItemRFKKWLIAAR01RFKKWLIAAR02RFKKWLIAAR03

Worklists

Worklists and work items can be generated during the following processes:

  • Dunning by dunning procedure

  • Dunning by collection strategy

  • Inbound correspondence dunning

When performing dunning according to a collection strategy in SAP ERP, you can create work items, which you can assign to worklists during the dunning process or using the Collection Managers. You can assign these worklists to individual users or collection groups. The collection agent in the Interaction Center WebClient in SAP CRM receives an overview of all the worklists that contain open work items that he can process or that are not yet assigned to an agent. Collection agents can assign themselves work items that do not have an assignment. They can process work items that are assigned to them and search for work items.

You have to create work items in the dunning activity run in SAP ECC, grouped these work items in worklists, and assigned them to the collection group for the agent.

When the agent confirms a work item, the system displays the following functions according to the master data group of the work item:

  • Account balance

  • Document/item display

  • Chronological account balance

  • Installment plans

  • Promise to pay

  • Dunning history

  • Collection history

  • Documents

  • Inbound correspondence history (Public Sector only)

  • Worklists

    The agent receives a list of all worklists that contain open work items that are only assigned to this agent or to one of the agent’s collection groups. The list contains a line summarizing all the work items and enforcement work items that are due for processing. Unlike work items, enforcement work items have a fixed item list assignment.

    The worklists contain the following overviews and functions:

    • Display details for the selected worklist

    • Display progress of work items that belong to the selected worklist

    • Display work items that are assigned to the agent and due for processing

    • Assign additional work items to the worklist

      The agent can assign him-/herself further work items in the selected worklist that belong to their collection group but are not yet assigned to an agent for processing. The number of work items that can be assigned depends on the worklist parameters.

  • Find and assign work items

    The agent can enter search criteria and search either for work items that are assigned to him/her (also for work items they have already completed) or for open work items that are not yet assigned to an agent. When doing this, the agent must enter the worklist as a search criterion. The agent can copy work items from the results list for processing:

  • List of work items

    The list includes work items that are assigned to the agent and that have a status that allows processing. Work items that have the status Resubmission are only displayed if the resubmission date has been reached.

    The list of work items contains the following overviews and functions:

    • Display details for the selected work item

    • Display assignment history

      The system displays a list of collection groups and agents that were assigned to the selected work item.

    • Display master data group notes

      The system displays the master data group notes for the work item selected in the list. Master data group notes are visible in all the work items in the master data group.

    • Display work item notes

      The system displays the work item notes for the work item selected in the list. Work item notes are only visible in the work item.

    • Process work items

      If a work item is in process, the system filters the following data according to the master data group to which the work item belongs:

      • Account balance

      • Document/item display

      • Chronological account balance

      • Installment plans

      • Promise to pay

      • Dunning history

      • Collection history

      • Documents

      • Inbound correspondence (Public Sector only)

      You can also assign a new contact person for the business partner to the work item or master data group. If you want to do this, the contact person must be defined in the business partner master data.

    • Delete assignment

      You can delete the assignment of the work item to an agent. However, if you do this, the work item is still assigned to the collection group. You must specify a reason for the deletion.

    • Change assignment

      You can change the assignment of a work item to an agent or to the collection group. You must specify a change reason.

    • Assign further work items

      You can assign open work items in an agent’s collection group that are not yet assigned to an agent for the selected worklist. The number of work items that can be assigned depends on the worklist parameters.

  • Work item

    The following functions are available in the work item display:

    • Change work item

    • Display details for the work item

    • Display status history of work item

    • Display assignment history of collection groups and agents for work item

    • Display and change master data group notes and work item notes

    • Display documents for work item

      The system displays all the FI-CA correspondence and FI-CA documents from the Document Management Service (DMS) that are linked to the work item. When you upload a DMS document, the system proposes a work item to which you can link it. In addition to the functions in the Documents component, the ‘Delete Link’ function is available here.

    • Display work item item list

      You can display the assigned items for enforcement work items and change the status of the items (Active/Inactive).

    • Action lists for work item

      The action list contains all the actions assigned to the work item, irrespective of the action status. The agent has access to the following processing functions in the list:

      • Execute action

        The agent can execute an action selected in the list. Depending on the action type, the system executes processing in SAP ECC, navigation in the Interaction Center for Financial Customer Care, or a manual action that does not result in processing. You can only execute an action if its status is Open. After execution, the status of the action changes to Executed.

      • Change action

        You can change the earliest or latest execution date for the selected open action.

      • Copy action

        You can copy a selected action. You can specify the earliest or latest execution date for the action you have copied. The action copied has the status Open.

      • Insert action

        You can add any action defined in Customizing in SAP ECC to the list of actions. You can specify the earliest or latest execution date for the new action. The status of the new action isOpen.

      • Change action status

        The agent can change the status of an action and enter a text regarding the status change.

      • Enter action notes

      • Display, upload, and link documents for work item

 

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