This document provides guidance on migrating customer data from IS-U and CRM systems to SAP S/4HANA Utilities for customer engagement. It outlines several migration scenarios and describes how to migrate master data, contracts, and customizing settings. Key steps include loading business partner contacts to interaction records, configuring the interaction center, and migrating IS-U contracts using custom reports to create corresponding utilities sales contracts in S/4HANA. The document also discusses customizing options and a BAdI for customizing the integration process.

1. Cookbook
Migrating from IS-U and CRM to S/4HANA Utilities for
customer engagement

2. SAP S/4HANA 2021 – Migration 2
TABLE OF CONTENTS
INTRODUCTION ............................................................................................................................................... 3
REFERENCE MATERIAL................................................................................................................................. 4
MIGRATION SCENARIOS................................................................................................................................ 5
Migration from IS-U to S/4HANA Utilities for customer engagement ................................................... 5
Migrating from SAP ERP with IS-U Customer Services.................................................................................6
Migrating from SAP ERP with IS-U and CRM Service for Utilities.................................................................7
MIGRATION OF IS-U CONTRACTS .............................................................................................................. 10
Customizing for the Integration .............................................................................................................. 10
ERP to S4 and S4 to S4 Systems............................................................................................................ 13
Other System to S4 System .................................................................................................................... 14

3. SAP S/4HANA 2021 – Migration 3
INTRODUCTION
SAP S/4HANA Utilities for customer engagement is a simplified version of SAP CRM embedded into SAP
S/4HANA. While its first versions were technically delivered as an add-on (as software component S4CRM).
It has been fully embedded into S/4HANA with the 1909 release.
Within SAP S/4HANA Utilities for customer engagement, the S/4HANA Interaction Center serves as central
entry point for customer service specialists of a utility company, allowing them to access numerous industry
processes and functions. Technically the Interaction Center leverages SAP’s proven CRM Web UI
Framework technology, and new UI themes offer a harmonized Fiori user experience following SAP Fiori
user interface strategy.
This guide focuses on possible migration scenarios to SAP S/4HANA Utilities for customer engagement. It
incorporates questions and feedback received so far from the first implementation projects at utility
companies in various regions.

4. SAP S/4HANA 2021 – Migration 4
REFERENCE MATERIAL
SAP Help Portal
There are various documentations published on the SAP Help Portal. To access all the relevant information,
you need to be locked in with your user account. Component-based documentation for all functions and
processes that are supported by this product can be found here:
• Overview SAP for Utilities
• Feature Scope Description
• Product Assistance
• Other Cookbooks and Guidelines
SAP Support Portal
The SAP Support Portal offers support tools, services, applications, as well as related documentation and
community content. Simplification Items can be found here.
System Documentation
For each IMG activity, there is documentation available directly in the SAP S/4HANA system, and in many
cases as well F1 help documentation for single attributes of the customizing table.
The information in this guide complements the system documentation. Therefore, we strongly recommend to
always read the available system documentation as well. To avoid duplication of documentation, we did not
copy the system documentation into this guide.

5. SAP S/4HANA 2021 – Migration 5
MIGRATION SCENARIOS
There are different initial situations of customer-scenarios before starting to work with customer engagement.
Therefore those scenarios require a different approach of migration.
Migration from IS-U to S/4HANA Utilities for customer engagement
There are two editions available when migrating to customer engagement:
SAP S/4HANA Utilities for customer engagement, enterprise edition:
• Use more than 50 standard processes
• Enhanced user experience
SAP S/4HANA Utilities for customer engagement, basic edition for Customer Interaction Center:
• No standard processes
• Bring your processes
• For rather technical upgrades from CIC0 or EC20
For customers migrating from IS-U a data load for selected business partner contacts to interaction records
is recommended. Therefore see cookbook "Integration and Migration of Interaction Records".
The configuration of IC framework and customer engagement basics is required.
The reuse of front office processes (FOPs) is possible and some of those processes will run as-is. Other
processes such as "Move-in" can be eliminated because customer engagement replaces those processes.
Some processes will require data flow adjustments.

6. SAP S/4HANA 2021 – Migration 6
Migrating from SAP ERP with IS-U Customer Services
ERP-IS-U customer (typically using CIC0 or EC20) migrates to S/4HANA IS-U and S/4HANA Utilities for
customer engagement:
Entity Used in
IS-U (as part of
ERP)
Entity used in
S/4HANA
Recommendation Issues
Master Data Business partner Business partner No additional migration
needed for S/4HANA for
customer engagement due
to harmonized data model
Contract account Contract account
IS-U technical
master data
IS-U technical
master data
IS-U contract Sales contract Product
determination
Business partner
contact
Interaction record Create an interaction record
for BP contacts that are still
relevant
Various billing
master data
Material Create materials for such
products that are being sold
Customizing Customizing for
CIC0/EC20, data
environment trees
in IS-U etc.
Customizing for
Interaction Center,
BOL trees etc.
Follow the cookbook "Best
Practice for SAP S/4HANA
Utilities for customer
engagement 1909"
available on SAP Help
Portal

7. SAP S/4HANA 2021 – Migration 7
Migrating from SAP ERP with IS-U and CRM Service for Utilities
ERP IS-U & CRM (side car) customer moves entirely to S/4HANA and S/4HANA Utilities for customer
engagement
Entity
Used in IS-
U (as part
of ERP)
Entity used
in CRM
Entity used
in S/4HANA
Recommendation
Master Data Business
partner
Business
partner
Business
partner
No additional migration needed for
S/4HANA for customer engagement due
to harmonized data model in S/4HANA
Contract
account
Business
agreement
Contract
account
IS-U
technical
master
data
IBase IS-U
technical
master data
IS-U
contract
Contract Sales
contract
Proceed like in scenario "IS-U (ERP) à S4
Util"
Business
partner
contact
Interaction
record
Interaction
record
Migrate Interaction records using the
S/4HANA Migration Cockpit
Various
billing
master
data
Product Material Create materials for such products that
are being sold
Customizing Customizing
for
Interaction
Center, BOL
trees etc.
Customizing
for
Interaction
Center, BOL
trees etc.
Follow the cookbook "Best Practice for
SAP S/4HANA Utilities for customer
engagement 2020" available on SAP Help
Portal
For selected CRM business activities the migration tool CRM_S4_BTX_ACTIVITY_MIGRATION is available.
Configuration and enhancements need to be migrated manually. Despite high degree of similarity (like-for-
like), caution applies to data object changed and simplifications.

8. SAP S/4HANA 2021 – Migration 8
***Note: For the migration to the enterprise edition, CRM 7 is required.
There is no data migration required for fully replicated objects:
Entity Used in
CRM
Entity used in
S/4HANA
Recommendation Issues
Master Data Business partner Business partner No additional migration
needed for S/4HANA for
customer engagement due
to harmonized data model
Contract account Contract account
IS-U technical
master data
IS-U technical
master data
Utilities sales
contract
Utilities sales
contract
Create a sales contract with
sales contract management
Product
determination
Interaction record Interaction record Data load CRM to S/4HANA
recommended for
exceptions (esp. CRM “one
order” objects, e.g.
interaction records)
Material Material Create materials for such
products that are being sold
Customizing Customizing for
Interaction Center,
BOL trees etc.
Follow the cookbook "Best
Practice for SAP S/4HANA
Utilities for customer
engagement 2020"
available on SAP Help
Portal

9. SAP S/4HANA 2021 – Migration 9
Comparison of the business roles in CRM to customer engagement
Business role in
CRM
Function in CRM Business role in
customer
engagement
Function in customer
engagement
UTIL_IC_LEAN customer service, move-
in/out, partial CRM data
model and replication)
S4C_UT_IC
customer service, move-in/out,
contract management,
harmonized data model, no
replication
UTIL_IC_REG customer service,
contract management,
full CRM data model and
replication
UTIL_IC customer service,
contract management,
full CRM data model and
replication

10. SAP S/4HANA 2021 – Migration 10
MIGRATION OF IS-U CONTRACTS
With the migration process the customer with active IS-U contracts can use these contracts with the utilities
sales contract management function of customer engagement as of release 2020 FPS 0 or higher.
Customizing for the Integration
For the migration processes and for the integration of new IS-U contracts in the utilities sales contract
management it is mandatory to prepare the following Customizing activities in the view “Activate Integration.”
SPRO path: SAP Utilities → Customer Engagement → Utilities Sales Contract Management → Settings for
IS-U Contract Integration
*** Note: Products to be used for the integration process must be created as a material in the S/4HANA
system first (transaction MM02) For further information see SAP documentation of Utilities Product
Integration Layer (UPIL).
• Node: Activate Integration
• Define division for which the integration should take place, e.g. Dv = 01 (Electricity).
• Activate check box for integration activation of division.
• Node: Define Product Proposal
• Assign product to division, you must configurate one of the following options, otherwise the integration
process cannot be processed:
A. Create a standard product which serves as a kind of placeholder. You can use this product across the
entire division without specifying a rate type.
B. Create products that match the division and rate types. One product must be stored per rate category.
The product must correspond to this rate category.
Typically, the rate category and the installation facts are defined in the product. During integration,
product integration is triggered via the "Utilities Product Integration Layer" (UPIL) (IS-U-BI-PI)
component.
To avoid product integration, the product must not have an allocated rate category.
• Choose in the node Define Product Proposal for which assigned product you want to define configuration
values by activating the line
• Open node: Define Product Configuration Values (optional)
• You can assign one or more characteristics (internal characteristic number) to each product that you want
to use for integration and one or more values (characteristic value) to each characteristic. If you assign
multiple values to a characteristic, enter a sequential number in the corresponding column as far as
permissible for the characteristic.

11. SAP S/4HANA 2021 – Migration 11
Special Case: Cancel Product Change
If there is a product change from a default product without rate category to a product with rate category, it
is subsequently no longer possible to cancel this product change. When the user is trying to execute the
process “Cancel Change Product, an error message is displayed after clicking on the one click action.
In order to inform the user in advance that the process "Change Product" cannot be reversed when the
product is changed from a product without rate category to another product with rate category, a note is
displayed in both the short summary and the main summary of the "Change Product" process. This is also
the case, when the process “Multi Change Product” is executed.
Special Case: Change End Date and Cancel Change End Date
If the user is ending the contract or changes the end date of a contract with a default product without rate
category, no product integration is triggered. Therefore it will be possible to cancel the process “Change
End Date” and “End Contract” without a product integration being processed.
BAdI Implementation
The integration process can be customized using a Business Add-In. To do this, the customer can use the
enhancement spot CRMS4_IU_CM_PROCESS_FRAMEWORK to use the BAdI
CRMS4_IU_CM_INTEGRATION.
A BAdI interface is provided, as well as standard values for the respective processes. By implementing it as
a BAdI interface, customers have the option of customizing the individual integration processes or replacing
them completely with their own implementations. To do this, the customer can use the enhancement
spot CRMS4_IU_CM_PROCESS_FRAMEWORK to use the BAdI CRMS4_IU_CM_INTEGRATION.
Filter values and standard implementations of the BAdI interface "CRMS4_IU_CM_INTEGRATION"
Filter Value Process Standard Implementation Implementation Class
MOVE_IN_CREATE Create
move-in
CRMS4_IU_CM_IP_MI_CREATE CL_CRMS4_IU_CM_IP_MI_CREATE
MOVE_IN_CHANGE Change
move-in
date
CRMS4_IU_CM_IP_MI_CHANGE CL_CRMS4_IU_CM_IP_MI_CHANGE

12. SAP S/4HANA 2021 – Migration 12
Filter Value Process Standard Implementation Implementation Class
MOVE_IN_CANCEL Cancel
move-in
CRMS4_IU_CM_IP_MI_CANCEL CL_CRMS4_IU_CM_IP_MI_CANCEL
MOVE_OUT_CREATE Create
move-out
CRMS4_IU_CM_IP_MO_CREATE CL_CRMS4_IU_CM_IP_MO_CREATE
MOVE_OUT_CHANGE Change
move-out
date
CRMS4_IU_CM_IP_MO_CHANGE CL_CRMS4_IU_CM_IP_MO_CHANGE
MOVE_OUT_CANCEL Cancel
move-out
CRMS4_IU_CM_IP_MO_CANCEL CL_CRMS4_IU_CM_IP_MO_CANCEL
Methods of the BAdI Interface "IF_CRMS4_IU_CM_INTEGRAT_BADI
Method Description
CHECK_PRECONDITION Used for a general check to see whether the current transaction (move-in/out) is
relevant for integration at all and whether the current data situation allows integration
with sales contract management
PERFORM_INTEGRATION Implementation of the integration with sales contract management using the
respective PF processes
Supported Processes
Name Trans-
action
Integration Process Function Module
Enhanced
Default Implementation
Class
MOVE_IN EC50E API_IP_MOVE_IN_
CREATE
ISU_O_MOVE_IN_
ACTION form
ACTION_SAVE
CL_CRMS4_IU_CM_IP_MI_
CREATE
MOVE_IN_
CHANGE
EC51E API_IP_MOVE_IN_
CHANGE
ISU_O_MOVE_IN_
ACTION form
ACTION_SAVE
CL_CRMS4_IU_CM_IP_MI_
CHANGE
MOVE_IN_
CANCEL
EC53E API_IP_MOVE_IN_
CANCEL
ISU_O_MOVE_IN_
ACTION form
ACTION_SAVE
CL_CRMS4_IU_CM_IP_MI_
CANCEL
MOVE_OUT EC55E API_IP_MOVE_OUT_
CREATE
ISU_O_MOVE_OUT_
ACTION form
ACTION_SAVE
CL_CRMS4_IU_CM_IP_MO_
CREATE
MOVE_OUT_
CHANGE
EC56E API_IP_MOVE_OUT_
CHANGE
ISU_O_MOVE_OUT_
ACTION form
ACTION_SAVE
CL_CRMS4_IU_CM_IP_MO_
CHANGE
MOVE_OUT_
CANCEL
EC58E API_IP_MOVE_OUT_
CANCEL
ISU_O_MOVE_OUT_
ACTION form
ACTION_SAVE
CL_CRMS4_IU_CM_IP_MO_
CANCEL
EC60,
EC70
contained in above
processes
For the Basic Edition additionally, the process Fast Move In/Out in the WebClient is also relevant.

13. SAP S/4HANA 2021 – Migration 13
ERP to S4 and S4 to S4 Systems
• Open transaction SE38
• Start report CRMS4_IU_CM_CONTRACT_MIGRATION
• Use filter function if required (e.g. migration only for division 01)
*** Note: It is possible to run the report on o regular basis by scheduling a job for the execution.
Log is displayed:

14. SAP S/4HANA 2021 – Migration 14
Report to migration is displayed:
Utilities sales contract was created:
Other System to S4 System
The IS-U migration process from other systems into utilities sales contract management is integrated in
transaction EMIGALL (see SAP documentation IS-U Migration Workbench: Step by Step EMIGALL ).
• Open transaction EMIGALL
• Choose a company
• Relevant migration objects: MOVE_IN and MOVE_OUT
*** Note: To use the migration objects for the migration to utilities sales contract management it is
mandatory to prepare the Customizing (see chapter Customizing for the Integration). You can either use
a default product or define specific product values for the migration.
It is possible to schedule a job for the execution.