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
|
|---|---|
| FPWLM | Management of Worklists for Collection Management |
| FPWLMN | Manage Worklists for Disconnection Notifications |
Customizing
FICAIMG > Contract Accounts Receivable and Payable > Business Transactions > Dunning > Worklists and Workitems
FI-CA-Events
|
Event
|
Description
|
Function module
|
|---|---|---|
| 1034 | Work Item: Display of Additional Fields | FKK_SAMPLE_1034 |
| 1035 | Collections: Reprioritization of a Work Item | FKK_SAMPLE_1035 |
| 1036 | Collections: Determine Attributes of a Worklist | FKK_SAMPLE_1036 |
| 1037 | Collections: Determine Separation Criteria for Worklists | FKK_SAMPLE_1037 |
| 2841 | ICWC Work Item: Checks when Changing Status of Item List | FKK_SAMPLE_2841 |
| 2842 | ICWC Work Item: Further Actions on Closure | FKK_SAMPLE_2842 |
| 2843 | ICWC Work Item: Earliest and Latest Action Processing | FKK_SAMPLE_2843 |
| 2844 | ICWC Work Item: Selection from Additional Attributes | FKK_SAMPLE_2844 |
| 2845 | ICWC Work Item: Determination of Last Collection Contact | FKK_SAMPLE_2845 |
| 2846 | ICWC Work Item: Addition of Work Item on Automatic Creation | FKK_SAMPLE_2846 |
| 2847 | ICWC Work Item: Further Checks on Change to Work Item | FKK_SAMPLE_2847 |
| 2848 | ICWC Work Item: Add Work Item on Manual Creation | FKK_SAMPLE_2848 |
| 2849 | ICWC Work Item: Determine Work Progress Lines | FKK_SAMPLE_2849 |
Technical information
Package
|
Package
|
Description
|
|---|---|
| FKKCRM_ITG | FI-CA CRM Integration |
Function Groups / Programs
|
Function Group
|
Program
|
Description
|
|---|---|---|
| FKCRM_WORKLIST | SAPLFKCRM_WORKLIST | FI-CA Worklist |
Tables
|
Table
|
Description
|
|---|---|
| DFKKWL | Worklist |
| DFKKWLA | Worklist (Work Item Type) |
| DFKKWLI | Work Items |
| DFKKWLIH | Work Items (History) |
Function Modules
|
Function Module
|
Description
|
|---|---|
| FKK_CRM_WLI_GET_CUST | Workitem: read customizing |
| FKK_CRM_WLI_ITEMLIST | Read item list for a work item |
| FKK_CRM_WLI_ITEMLIST_CHANGE | Change item list for a work item |
| FKK_CRM_WLI_ITEMLIST_TRANSFER | Transfer item list for a work item |
| FKK_CRM_WLI_LIST | Read work item |
| FKK_CRM_WLI_READ | Read work item completely |
| FKK_CRM_WLI_UPDATE | Change work item |
| FKK_CRM_WL_LIST | Read worklist |
Message Class
FKK_CRM
Authorization Objects
|
Authority Object
|
Description
|
|---|---|
| F_KKNWL | Disconnection Notification: Authorization for Work List |
| F_KKNWLI | Disconnection Notification: Authorization for Work Item |
| F_KKWL | FI-CA: Authorization Check for Worklists |
| F_KKWLI | FI-CA: Work Item: Authorization for Company Code |
| F_KKWLIORG | FI-CA Work Item: Authorization for Ext. Collections Groups |
Archiving Objects
|
Object
|
Description
|
Write Program
|
Delete Program
|
Reload Program
|
|---|---|---|---|---|
| FI_MKKWL | FI-CA: Collection Worklist | RFKKWLAR01 | RFKKWLAR02 | RFKKWLAR03 |
| FI_MKKWLI | FI-CA: Collection Work Item | RFKKWLIAR01 | RFKKWLIAR02 | RFKKWLIAR03 |
| FI_MKKWLA | FI-CA: Worklist | RFKKWLAAR01 | RFKKWLAAR02 | RFKKWLAAR03 |
| FI_MKKWLIA | FI-CA: Work Item | RFKKWLIAAR01 | RFKKWLIAAR02 | RFKKWLIAAR03 |
Worklists
Worklists and work items can be generated during the following processes:
-
Dunning by dunning procedure
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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:
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Account balance
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Document/item display
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Chronological account balance
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Installment plans
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Promise to pay
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Dunning history
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Collection history
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Documents
-
Inbound correspondence history (Public Sector only)
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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:
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Display details for the selected worklist
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Display progress of work items that belong to the selected worklist
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Display work items that are assigned to the agent and due for processing
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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.
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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:
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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:
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Display details for the selected work item
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Display assignment history
The system displays a list of collection groups and agents that were assigned to the selected work item.
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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.
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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.
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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:
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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.
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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.
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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.
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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.
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Work item
The following functions are available in the work item display:
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Change work item
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Display details for the work item
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Display status history of work item
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Display assignment history of collection groups and agents for work item
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Display and change master data group notes and work item notes
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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.
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Display work item item list
You can display the assigned items for enforcement work items and change the status of the items (Active/Inactive).
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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:
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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.
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Change action
You can change the earliest or latest execution date for the selected open action.
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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.
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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.
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Change action status
The agent can change the status of an action and enter a text regarding the status change.
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Enter action notes
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Display, upload, and link documents for work item
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