PeopleSoft Enterprise Bill Presentment and Account Management 9.1 PeopleBook

Managing Billing Accounts for the Financial Services and Insurance Industries

This chapter provides an overview of billing accounts for the financial services and insurance industries and discusses how to:

Enable billing accounts.
View billing accounts.

Understanding Billing Accounts

This section discusses:

Billing accounts.
Billing Account component activation.
Billing account integration.

Billing Accounts

CRM enables customers to have multiple billing accounts with multiple products and services within each billing account. Billing account information is read-only and populated in CRM through integration with billing systems. It is stored in the Billing Account component and enables customer service representatives (CSRs) to answer and resolve billing inquiries, which account for the majority of phone calls that are received by a call center in the financial services and insurance industries. CSRs can access the Case component directly from the Billing Account page to create cases based on billing inquiries.

Billing Account Component Activation

The Billing Account component is flexible and configurable for all CRM industries. When the system is delivered, the Billing Account Enabled option on the FSI Options page is cleared (disabled) for all users. Administrators can select the option to enable the Billing Account component for the financial services and insurance industries. Additionally, the Billing Account component appears only for users with the proper permission to access the component.

When the Billing Account Enabled is selected:

The Billing Account and Billing System. fields appear on the configurable search pages for the Financial Account and the Billing Account components.
The Billing Account field appears on the Case search page so that users can search for issues based on the billing account.
The Billing Account appears on the main Case page and the main Financial Account page.

Billing Account Integration

Integration is required to third-party billing systems. Third-party billing systems are the source of all billing account data that is stored in CRM. You must implement the Create Billing Account enterprise integration point (EIP) to populate this information in the CRM Billing Account component.

This EIP also establishes the relationship between financial accounts and billing accounts.

This table lists the minimum information (attributes) that must be obtained from the third-party system:

Attribute	Description
Account Number	The account number in the third-party billing system. The combination of the account number and the system source code values provide a unique identifier.
System Source Code	The billing system from which the account number originated.
Owner ID/Payer ID	The party that is responsible for paying the bill.
Account Type	Maps to the third-party billing system account type. Current values include Individual and Sponsored.
Related Policies or Related Cases (industry dependent)	For each billing account, customers see each of the related policies or related cases.

Enabling Billing Accounts

This section discusses how to enable the Billing Account component.

To enable the Billing Account component, use the FSI Options (RBF_OPTIONS) component.

Page Used to Enable Billing Accounts

Page Name	Definition Name	Navigation	Usage
FSI Options	RBF_OPTIONS	Set Up CRM, Product Related, Financial Services, FSI Options, FSI Options	Enable the Billing Account component.

Enabling the Billing Account Component

Access the FSI Options page (Set Up CRM, Product Related, Financial Services, FSI Options, FSI Options).

Account Options

Billing Account Enabled

Select to enable the Billing Account component.

Account Subscription Option

This section is available if CDH and CRM integration is activated.

Enable Duplicate Prevention

Select to enable the CDH duplicate prevention logic for creating financial accounts. When enabled, the logic checks if the customer, who is currently selected in a new financial account, already exists in the system. To do so, a match rule in CDH is executed to determine if the business object on the new financial account already exists before that financial account is created.

If a matching record is found with a match score that is greater than the match threshold set of the match rule, then this business object (customer) is assumed to be a duplicate of what exists on the Financial Account input XML message. As a result, no new business object is created, and the new financial account is created with the existing, matching business object. If no matching record is found, then both business object and the new financial account are created as new.

Viewing Billing Accounts

This section discusses how to:

View billing information.
View financial accounts.
View cases.

Pages Used to View Billing Accounts

Page Name	Definition Name	Navigation	Usage
Billing Account	RBT_ACCOUNT_CMP	Customer Accounts, Review Billing Accounts, Review Billing Accounts, Billing Account	View billing accounts.
Financial Accounts	RBI_ACCOUNT_PG	Customer Accounts, Review Billing Accounts, Review Billing Accounts, Financial Accounts	View financial accounts (policies) that are associated with a particular billing account.
Cases	RBI_ACCTCASE_VW_PG	Customer Accounts, Review Billing Accounts, Review Billing Accounts, Cases	View all cases that are associated with a particular billing account. This page displays all issues regardless of status.

Viewing Billing Information

Access the Billing Account page (Customer Accounts, Review Billing Accounts, Review Billing Accounts, Billing Account).

Account Type

Displays what the type of the account is. Account types are: Individual, Parent, Sponsored, Sponsoring, or Subordinate.

Billing System

Maps to the third-party system source code. This field, in conjunction with the Account Number field, uniquely identifies a billing account.

Viewing Financial Accounts

Access the Review Billing Accounts - Financial Accounts page (Customer Accounts, Review Billing Accounts, Review Billing Accounts, Financial Accounts).

Financial Account

Displays the financial accounts that are associated with a particular billing account. This field also provides a link to the related financial accounts.

System Source Code

Displays the billing system from which the billing account number originated.

Viewing Cases

Access the Review Billing Accounts - Cases page (Customer Accounts, Review Billing Accounts, Review Billing Accounts, Cases).

See Managing Cases.

Account Type	Displays what the type of the account is. Account types are: Individual, Parent, Sponsored, Sponsoring, or Subordinate.
Billing System	Maps to the third-party system source code. This field, in conjunction with the Account Number field, uniquely identifies a billing account.

Financial Account	Displays the financial accounts that are associated with a particular billing account. This field also provides a link to the related financial accounts.
System Source Code	Displays the billing system from which the billing account number originated.