New Hpsebl CRM Manual

Himachal Pradesh State Electricity Board Ltd.
User Manual for Customer Relationship Management
Oct. 2023
Tata Consultancy Services User Manual for Customer Relationship Management (CRM)
Notice
© 2019 Tata Consultancy Services Limited

This is a controlled document. Unauthorized access, copying, replication or
usage for a purpose other than for which it is intended, are prohibited.
All trademarks that appear in the document have been used for identification
purposes only and belong to their respective companies.
HPSEBL SAP Billing Implementation
Tata Consultancy Services, Kolkata
TCS Confidential ii
Document Release Note
Notice No.:
Customer: Himachal Pradesh State Electricity Board Limited
Project: HPSEBL SAP Billing Implementation
Document Details
Name Version Number Description
User Manual SAP Customer 1.1 User Manual SAP

Relationship Management Application Customer Relationship
Management Application
Revision Details
Action Taken Previous page number New page number Revision description
(add/del/change)
The documents or revised pages are subject to document control.
Please keep them up-to-date using the release notices from the distributor of the document.
These are confidential documents. Unauthorized access or copying is prohibited.
Approved by: Authorized by:
Date Date
TCS Confidential iii

Document Revision List

Customer: Himachal Pradesh State Electricity Board Limited
Project: HPSEBL SAP Billing Implementation
Document Name: SAP CRM Application User Manual for HPSEBL.
Release Notice Reference (for release)
Previous Release
Revision Revision Revision Page Action Addenda/
Page Notice
Number Date Description Number Taken New Page
Number Reference
TCS Confidential iv
About this Document
Purpose
This manual has been written to help user understand and use the application. It presents the
functional capabilities and operational details of SAP CRM Application, and Contains the
procedures that you should know for performing your business tasks using SAP CRM
Application.
The System Administration and Database Maintenance tasks have not been covered in this
manual.
Intended Audience
This manual is intended for the personnel in the roles of Junior Manager, Feeder Maintenance
Engineer, Sub Manager Revenue, Sub-Divisional Engineer, Assistant General Manager, Deputy
General Manager etc. of the HPSEBL Sub-Divisions and Divisions.
Prerequisites
Following are the prerequisites for performing the tasks presented in this manual:
Functional Each user will be assigned a unique User ID and Password to access SAP.
Technical SAP Logon pad should be installed on the user‟s Desktop and User‟s machine should
be connected to the VLAN network.
Organization of this Document

Information in this document has been organized as follows:
Table 1: Organization of the Document
Chapter Description
Introduction Introduction to SAP CRM.
Getting Started Getting Started with SAP.
Business Process User Role Specific Transactions for Customer Relationship Management in SAP.
Summary
TCS Confidential v
Chapter 4-n General Access Transactions.
Appendix A
Appendix B
Typographical Conventions
The following table gives the details of the typographical conventions used in the document:
Table 2: Typographical Conventions
Formatting Convention Type of Information
Key Names Keys on the keyboard appear in title case (first letter in upper
case). For example, Page Up, Caps Lock
A combination of keys is connected by a +. For example, Shift +
Tab means you should press the Shift key and the Tab key
together.
Filenames Names of files are in italics. Example, system.mdb
Commands and Screen Buttons, check boxes, etc. Commands that you choose from the
element names menus or dialog boxes appear in title case and are bold-faced.
Example: Click Components from the Action menu.
User-entered text Text that you would need to enter appears in Verdana font.
References
Table : Reference Document Table
Document Document Name Versio Owner

Ref. n
001 SAP_AS_BPD_CRM_Connection_Management_1.00_v1 1.00 TCS

.0.doc
002 SAP_AS_BPD_CRM_Service_Request_2.00_v1.0.doc 1.00 TCS
003 AERC Regulatory Guidelines NA AERC
TCS Confidential vi
ontents
1. Introduction...................................................................................................................................14
Features of SAP CRM Along with Process Flow.......................................................15
1.1.2 Complain Management.....................................................................................................17

Environment….................................................................................................................... 18
Software Environment.............................................................................................................19
Hardware Environment...........................................................................................................20
User Roles and Access Rights.......................................................................................21
Using Shortcut Keys…................................................................................................ 22
2. Getting Started...............................................................................................................................23
Logging In............................................................................................................................................24
User Interface Concept......................................................................................................................25
SAP CRM Web Client UI - Home Page...........................................................................................26
SAP CRM Web Client UI - Search Page.........................................................................................28
SAP CRM Web Client UI - Overview Page....................................................................................30
SAP CRM Web Client UI – User Worklist........................................................................31
SAP CRM Web Client UI – Work Centre..........................................................................32
Logging Out.........................................................................................................................................33
3. Business Process
Summary......................................................................................................34
New Connection Management Process…...................................................................................35
Process Overview...........................................................................................................................36
Purpose of the Process…...............................................................................................37
Process Footprint............................................................................................................................38
Process Description…............................................................................................................ 39
4. New Connection Functionality.................................................................................................42

New Connection Process…...........................................................................................................43
5. Maintaining User Profiles...........................................................................................................60

<Maintaining User Details>…........................................................................................................61
<Adding User Details>…...............................................................................................62
Field Reference..................................................................................................................63
TCS Confidential 9
List of Abbreviations
Abbreviation Expanded Form
HPSEBL Himachal Pradesh State Electricity Board Limited
CRM Customer Relationship Management
DNS Doman Name Server
ERP Enterprise Resource planning
ISDN Integrated Services Digital Network
ISU Industry Specific Solution
OTC Order To Cash
PoD Point of Delivery
SAN Storage Area Network
SAP System Applications and Products in Data Processing
TCS Tata Consultancy Services
VPN Virtual Private Network
CRM Customer Relationship Management
TCS Confidential xiii

1. Introduction to CRM
SAP CRM is integrated Customer Relationship Management (CRM) software manufactured
by SAP AG that targets business software requirements of midsize and large organizations
in all industries and sectors.
SAP CRM package is structured to support various kinds of industries including Utility
industry.
Mainly the Service and Sales functionalities of SAP CRM are put in use for Himachal
Pradesh Electricity State Board Limited (HPSEBL) to manage the Electricity Distribution
business as a part of Restructured Accelerated Power Development and Reform
Programme (R-APDRP).
In this document we will be elaborating the SAP CRM processes which will be used on a day
to day basis by users in various roles at HPSEBL.
This manual has been written to help you understand and use the SAP CRM Business
Transactions Process. It presents the functional capabilities and operational details of SAP
CRM Business Process, and contains the procedures that you should know for performing
your business tasks using CRM Web Client User Interface. Additionally, this manual
provides Information on the complete work-flow of SAP CRM process.
Features of SAP Along with Process Flow

Using the SAP CRM Application developed for HPSEBL you can do connection
management and complain management. This section briefly highlights these features along
with the process flow diagrams.
Connection Management
Through Connection Management process, you will be able to manage the lifecycle of an electricity
connection. You can do –
 Customer Data Management like maintaining customer name, addresses,

contact numbers, identification numbers (e.g. Voter Card, Adhar Card, Driving
License etc.), scanning and attaching documents.
 New Connection application processing from receiving an application till the
connection activation.
 Handling any subsequent change request like load change, phase change,
consumer category change etc.
The following process flow diagrams illustrate the new connection and change management process
flow. It will give an end to end overview of the connection management process.
TCS Confidential 11
Figure : New Connection Management Process Steps
TCS Confidential 12
Complain Management
Using the Service Request feature of SAP CRM Application, you can manage the customer
complaints or requests for which no physical application is required. The application provides you the
feature to -
 Log an request along with problem description and priority

 Maintain status of the requests logged directly, through CCC or directly by
customer through internet portal
 Close the request after resolved along with resolution description
The following process flow diagram shows the complaint management process.
Figure : Service Request Management Process Steps
TCS Confidential 13
Environment
This section describes the software and hardware environment required to run SAP ISU.
Software Environment
.
Table 3: Software Environment
Operating System Windows XP/ 2003/2007
Database N.A
Server Software N.A
Other Software SAP Logon Pad
Hardware Environment
Table 4: Hardware Environment
Windows 2000 Advanced Server Limited Edition

Servers
Routers and switches
Network Infrastructure
Firewalls
Load balancers
Storage Area Network (SAN)
DNS
ISDN and VPN
Communication
Infrastructure
Other Hardware
TCS Confidential 14
2. Getting Started
Access to SAP ISU application is limited to authorised users only. To use it, you must first
log on to SAP using your user ID and password. On logging in, Application Name allows you
to start any of the modules to which you have access rights
Logging in SAP
To log on to SAP:
1. Double click on button located on your desktop.
2. SAP Logon pad opens up

Figure 1: Login Page
TCS Confidential 23
3. From the SAP Logon pad, select the SAP server name and click on „Log
On‟ button.
4. SAP Login page opens up as shown in the next figure
Figure 2 : SAP Login Page
5. In the SAP Login dialog box, enter your user name and password, and press ENTER.
6. The SAP main page is displayed as shown in the next figure.
TCS Confidential 24
Figure 3 : SAP Easy Access Page
Using the Interface

This section introduces you to the screen elements (workspace, navigation menu and
common icons and buttons) you can use to interact with SAP ISU application and perform
various tasks and operations
.
Using Menus and Toolbars

SAP screen contains two menu sections as described in the below table
Table 5: Menus and commands
Menu Name Allows you to…

Favourites Menu This Menu contains a list of commonly used transactions
which the user may have marked as a favourite.
User Menu This Menu contains list of all available transaction codes to
which the user has access.
A toolbar contains buttons with images (the same images you see next to corresponding
menu commands), menus, or a combination of both.
Table 6: About the toolbar
Icon Icon Name Description

Save By clicking on this button the user can save a
record.
Back By clicking on this button user can navigate
back to initial screen.
Exit / Log Off By clicking on this button user can exit a
transaction. This button also serves as a Log
Off button from the SAP Main screen.
Cancel By clicking on this button user can cancel a
transaction.
Create New Session By clicking on this button user can open a new
SAP screen session.
Generate Shortcut By clicking on this button user can generate a
short cut to the current transaction on his/her
desktop.
Help Displays Help topics for the currently opened
transaction. This can alternatively be done by
pressing „F1‟ shortcut Key.
Create This button is used to create a new record.
Edit This button is used to edit an existing record.
View This button is used to view an existing record.
Add Row This button is used to add a new row to a table

entry form
TCS Confidential 25
Icon Icon Name Description

Delete Row This button is used to delete a row from a
table entry form
Continue This button is used to continue on to next
operation.
Close This button is used to close a popup.
Execute This button is used to execute a transaction or

an operation.
Enter Multiple Selection On clicking this button, a multiple value entry
popup will open.
Delete an entry This button is used to delete a particular
record or entry.
Import from Text File Using this button, the user can import data
from a text file into a SAP selection screen.
Export to File Using this feature, User can export a list of
data from SAP to a MS Excel or MS Word file.
User can also copy the data to the clipboard
and paste it on the notepad to create a text
file.
Using Shortcut Keys

To facilitate the speedy execution of standard functions, certain special key operations
have been defined. These operations can be carried out by pressing the appropriate
shortcut keys.
F1 key can be used to view Help topics about a Field, or a screen in SAP.
F4 key can be used to display list of values for selection in a particular field.
Ctrl + S to save a particular record in SAP.
Ctrl + P to print a particular screen.
Logging Out
To log out from SAP:
In the SAP Main page, click on button to log off, alternatively click on the following option
from the main user tool bar located on the top of the screen:
System ->Log Off
TCS Confidential 26
3. Logging in CRM Web Client UI:-
To Log on to SAP CRM Web Client UI:
Step 1: To log on to Web Client UI – 1. Enter T-Code CRM_UI in SAP GUI command prompt
and press enter or
2. Press Enter after entering URL

(http://vcrmdbse.hpsebl.in:8001/sap/bc/bsp/sap/crm_ui_start/default.htm?sap-
client=200&sap-sessioncmd=open) in address bar.
The Web Client UI Login Screen appears (Refer to Figure 2).
Step 2: In the Web Client UI Login Screen, enter your “User name” in the field marked as 1
and “Password” in the field marked as 2 and click on Logon button or Press ENTER. The
Home Page screen appears (Refer to Figure 4).
Figure 2: Login Page
TCS Confidential 27
4. New Connection Management Process

This chapter describes the steps in brief for typical New Connection Management process
Subdivision/Application
Clerk
Sl.No. Application Status Action Taken By
1. Application Received Subdivision/Application Subdivision/Application

Clerk Clerk
2. Arrear Check and Site Inspection Subdivision/Application JE

Clerk
3. Inspection Successful JE AE
4. Application On Hold AE AE
5. Sent for Load Sanctioning JE AE/EE/SE/CE
6. Load Sanctioned AE/EE/SE/CE JE
7. Service Estimate Preparation JE AE
8. Service Estimate: Sent for JE AE

approval
9. Prepare Demand Notice Senior Assist. AE

Commercial
10. Revise Service Estimate AE JE
11. Demand Notice Prepared: Ready Senior Assist. Establishment Clerk

for Payment
Commercial
12. Payment Received Establishment Clerk Subdivision/App Clerk
13. Issue Service Connection Order Subdivision/App Clerk JE
14. Field Work Completed: SCO JE JE

Compliance
15. Activate AE AE
TCS Confidential 28
Consumer applied through HPSEBL portal and application showing in Clerk worklist. Clerk
Send file to AE for “ Application Approved ”.
Service order page will display, Clerk would check all details of application and
change the status to Application Approved as mention below.
Note : Employee NOTE in mandatory for all status
TCS Confidential 29
Service order page will display, SDO would check all details of application and change the
status to Application Approved as
1. Click on Edit button on Service Order page marked as

2. Click on Status dropdown to show next status marked as
3. Select new status of Service Order to Application Accepted/Rejected/
from Drop Down marked as
4. Click on Save button to save the new status of the application marked as
5. Click Edit button on Service Order page marked as
6. Click on Status dropdown and select the status to Sent for Inspection marked as
7. A At this point SDO would also assign concerned JE area wise from Drop Down
marked as
8. Click on Save button to save the new status of the application marked as
TCS Confidential 30
The application will reflect in selected JE‟s worklist for further action.
Inspection
After application status set “sent for inspection” by SDO, application will
show in concerned JE‟s field inspection on sight.
Service Order page will be displayed. Take printout of the Inspection form and visit
sight with the form to fill field details.
After inspection JE would enter the inspection details against the service contract.
TCS Confidential 31
TCS Confidential 32
*For consumer with PAC, JE have to select “Manage Add. Load for PAC” from drop
down as shown in below screenshot.
After inspection detail
1. Click on add Button in load details after inspection section as mark 3

2. Click on mark 4 help box by pressing f4 button.
3. Select on required item.
TCS Confidential 33
After entering load detail always click on calculate button as mark 1 after that click on header
button mark as 2.
On pressing calculate button, total load would be calculated and displays on value field of
Connected Load(kW) in Inspection Details block on same page. This would be treated
as final load for all calculations.
Click on save mark 1.
Click on Service contract as mark 2.
TCS Confidential 34
Click on edit to change status mark 1.

Click on mark 2 to dropdown list and select “Sent for load sanction/Approval” as
Click on save button to save Status
Check applied all details of consumer and change.
1. Click on Edit button on Service Order page

2. Click on Status dropdown
3. If load/demand more then 50 application send to XEN (EE) for load sanction
4. Change the status to Send Application For Further Approval to EE
5. Click on Save button to save the new status of the application
6. Click on With Template and generate Load Sanction form.
TCS Confidential 35
1. Click on Edit button on Service Order page

2. Click on Status dropdown
3. Change the status to Sent to ES-Division and mentioned responsible ES division.
ES Wing would forward application to XEN for load Sanctioning. The application will show XEN in
worklist with status Send Application For Further Approval to EE.
If load in XEN competency XEN sanction load and generate load sanction order and send
application to Sr. Asstt. For demand notice generation with status “Load Sanctioned & ready for
DN” .
And if in SE competency XEN forward application to SE for Load Sanction.
TCS Confidential 36
Forward to Sr. Asstt.
Forward to SE
TCS Confidential 37
After load sanction, XEN/SE would forward application to Sr. Asstt. for demand
generation. The application will show in Sr. Asstt. worklist with status Load
Sanctioned & ready for DN
TCS Confidential 38
After Clicking calculate button the price will automatically calculated as shown below
Verify total estimated amount as

Click back button as marked
Click on save button on Service Order Page as marked 1
TCS Confidential 39
Demand Notice Preparation
To Prepare Demand Notice, Login with Sr. Asst.
Go to Worklist > Business Object Desc/ID having Status Demand Notice

Preparation as marked 1 below
Service Order Page of the Consumer will be displayed.
Scroll Down to Item section of Service Order Page and click On Item no. to display
price details as Marked 1 below
Note: If Charges are not calculated automatically, click on Edit Icon marked 1 above.
TCS Confidential 40
Service Order Page will opened, go to Price Details section and check all charges are
calculated correctly.
Note: Scroll down and click on +Expand button to show all charges and total in Price
Details section.
Check whether all charges are calculated correctly or not.
Click on Back button as marked in rectangle above.
You will navigated to the Service Order Page, Scroll UP to edit status of the application
1. Click on Edit button as marked 1 below.

2. Click on Drop down box to show available status marked 2 below.
3. Select Demand: Sent for Approval as marked 3 below.
4. Click Save button to save new status of the application marked 4 below.
TCS Confidential 41
After saving the status to Demand: Sent for approval, application will automatically display in
SDO‟s Worklist.
Demand Approved: Ready for Payment
The application will show in SDO‟s worklist with status Demand

Approved:Ready for Payment. To approve demand, go to service order page of
application as
Worklist > Business Object Desc/ID >
1. Click on Edit button as marked 1.

2. Click on status‟ dropdown as marked 2.
3. Select new status as marked 3.
4. Click Save as marked 4.
TCS Confidential 42
Now the application will show in Consumer Clerk‟s Worklist for taking Payment in FICO
system.
SCO Issued: ready for Fieldwork

After setting the status to Demand Approved: ready for Payment, the application will show in
Consumer Clerk‟s Worklist for taking Payment in FICO system.
After making payment in ISU-FICO by Consumer clerk The status of the application will
automatically change to Payment Received as shown below.
TCS Confidential 43
Click on Business Object Desc./ID of the application having status Payment Received shown
above.
1. Click on edit button as marked 1 below.

2. Click drop down list as marked 2 below.
3. Select status to SCO issued: Ready for FieldWork as marked 3 below.
4. Click on save button as marked 4 below.
After saving status to SCO issued: Ready for Fieldwork, the application will show in concern
JE‟s Worklist
TCS Confidential 44
After Field work JE update the SCO details in system by following steps:-
Go to Service contract page by Worklist>Business Object Desc./id>Service Contract
1. Click on marked 1 in items Section of service contract.
Service contract page will open and Scroll down to enter all fields shown below
TCS Confidential 45
TCS Confidential 46
After filling all necessary fields click on header as marked 1.
TCS Confidential 47
Click on save as marked 1 after that goto sevice order page marked 2.
Fill the Consumed Material Details on service Order page and save the service Order.
Now change the status of the service order to SCO: compliance Completed.
1. Click on edit button as marked 1.

2. Click on Status Drop down list as marked 2 and change status to SCO:
compliance Completed s marked 3.
3. Click on save as marked 4.
After Save application will show in SDO‟s Worklist for activating the connection.
TCS Confidential 48
After SCO Compliance Complete SDO would activate the connection after checking all
charges as
Worklist > Business Objet Desc. ID where status of the application is SCO
Compliance Completed
1. Scroll Down to Items section on Service Order page.
2. Click on the Item no. in Items section of Service Order page as marked 1.
TCS Confidential 49
Scroll down to check Material used and Price details and check total amount.
4. Click on Back button to go back to service Order page as marked 1.
TCS Confidential 50
Click on Service Contract no. on Service Order page as marked 1.
Also check the status of Service Contract must be Ready for new Connection.
On Service Contract page‟s item Section, click to Edit icon of Service Contract Item as
marked 1.
TCS Confidential 51
Service Contract Page will display as shown below:
Click on Set new status in Status Section on Service Contract page as marked
1 above.
A new service status page will open. Change the status of to the Activated from New
status drop down list as:
1. Click on Drop down list to show new status as marked 1.

2. Select Activate option from dropdown list as marked 2.
Also see the status will also get changed to Activated from Contract Item
Created as above.
TCS Confidential 52
3. Click on Back button as marked 3.
Enter Start of Supply date in Service Contract page and save it as shown below
1. Click on Edit button as marked 1.

2. Click on Start of Supply drop down button to populate
Calendar as marked 2.
3. Choose the Date by changing Year, months and day
as marked in 3.
4. Click on Header button as marked 4.
TCS Confidential 53
5. Click Save Button on Service Contract page as marked 1 above.
After Saving the Service Contract, The Status of Service Contract becomes New
Connection Activates automatically and Service Contract Item‟s status also gets changed to
Released. As shown below.
Click on Creation of New Connection Service link in Transaction section on Service

Contract page in to see status of Service Order gets changed to Connection Activated
automatically.
TCS Confidential 54

New Hpsebl CRM Manual

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

New Hpsebl CRM Manual

Uploaded by

Copyright:

Available Formats

Himachal Pradesh State Electricity Board Ltd.

User Manual for Customer Relationship Management

© 2019 Tata Consultancy Services Limited

HPSEBL SAP Billing Implementation

Tata Consultancy Services, Kolkata

Document Release Note

Customer: Himachal Pradesh State Electricity Board Limited

Project: HPSEBL SAP Billing Implementation

Name Version Number Description

User Manual SAP Customer 1.1 User Manual SAP

The documents or revised pages are subject to document control.

These are confidential documents. Unauthorized access or copying is prohibited.

Approved by: Authorized by:

TCS Confidential iii

Document Revision List

Project: HPSEBL SAP Billing Implementation

Document Name: SAP CRM Application User Manual for HPSEBL.

Release Notice Reference (for release)

About this Document

Organization of this Document

Introduction Introduction to SAP CRM.

Getting Started Getting Started with SAP.

Chapter 4-n General Access Transactions.

Table 2: Typographical Conventions

Formatting Convention Type of Information

Filenames Names of files are in italics. Example, system.mdb

Document Document Name Versio Owner

001 SAP_AS_BPD_CRM_Connection_Management_1.00_v1 1.00 TCS

Features of SAP CRM Along with Process Flow.......................................................15

1.1.2 Complain Management.....................................................................................................17

4. New Connection Functionality.................................................................................................42

5. Maintaining User Profiles...........................................................................................................60

Abbreviation Expanded Form

HPSEBL Himachal Pradesh State Electricity Board Limited

CRM Customer Relationship Management

DNS Doman Name Server

ERP Enterprise Resource planning

ISDN Integrated Services Digital Network

ISU Industry Specific Solution

OTC Order To Cash

PoD Point of Delivery

SAN Storage Area Network

SAP System Applications and Products in Data Processing

TCS Tata Consultancy Services

VPN Virtual Private Network

CRM Customer Relationship Management

TCS Confidential xiii

Features of SAP Along with Process Flow

 Customer Data Management like maintaining customer name, addresses,

Figure : New Connection Management Process Steps

 Log an request along with problem description and priority

Figure : Service Request Management Process Steps

Operating System Windows XP/ 2003/2007

Server Software N.A

Other Software SAP Logon Pad

Table 4: Hardware Environment

Windows 2000 Advanced Server Limited Edition

1. Double click on button located on your desktop.

2. SAP Logon pad opens up

4. SAP Login page opens up as shown in the next figure

Figure 2 : SAP Login Page

6. The SAP main page is displayed as shown in the next figure.