Getting Started with SAP Incentive Management

Starting the Implementation

Working with Compensation Elements

Creating and Managing Compensation Plans

Running the Calculation and Viewing Results

Communicating with your Payees

Creating Stories with Embedded Analytics

Appendix

Managing Disputes and Inquiries

Objective

After completing this lesson, you will be able to configure a dispute template in SAP Incentive Management.

Dispute and Inquiry Management

The Disputes feature streamlines the resolution of disputes and inquiries between payees and the compensation administrator. Payees can submit inquiries either in the Incentive Management Portal or in a report or dashboard. These initiate a workflow that is visible at all stages.

The Disputes feature includes a set of preconfigured templates, and the administrator can create new templates and configure customized workflows.

Dispute Management can:

Streamline the disputes process
Provide transparency
Allow all stakeholders to view status in real time

How Disputes Work

If the payee suspects an error in their compensation payment, they can submit a dispute electronically. Once they submit the dispute their direct manager or other approver is notified.

The manager can either, approve, reject, or request more information before sending it on to the compensation team for resolution. At any point in the process, the payee can see the status of the dispute in the Incentive Management Portal, and the administrator can view existing disputes in the Disputes Tracking workspace.

Before payees can submit disputes, at least one dispute template should be configured. The system contains a number of templates by default, and administrators can customize an existing template or create new templates if needed.

The Dispute Workflow

The dispute workflow is similar to the document distribution workflow, but with a bottom-up structure optimized to allow a payee to submit a dispute for delivery to the compensation team. Optionally, management approval can be added to the workflow.

Reason Codes

When a payee submits a dispute, a Reason for Request field allows them to select from a pick list of options for the dispute. When customizing a dispute template, an administrator can customize this list using the Reason Codes section of the template.

Custom Attributes

The administrator can add custom attributes as fields on the dispute form and indicate whether the field is required. Custom attributes can be generic, number, date, or Boolean.

Viewing and Resolving Disputes

Payees can submit a dispute by logging in to the Incentive Management Portal and navigating to the Disputes page. To add a dispute, click the Add (+) icon.

A view of the My Incentive Dashboard workspace for a payee. The New Dispute icon is highlighted.

Depending on the workflow settings, the dispute is routed to an approver or directly to the resolver.

Exercise: Create a Dispute Template

Business Example:

In this exercise, you will create a customized Dispute form that payees can use to submit a dispute. You will then proxy as Amy Whitton to simulate a new dispute.

ExerciseStart Exercise

Steps

Create a New Dispute Template.
1. From the Plan Communicator menu, select Disputes.
2. Select Create.
3. Name the template New Bonus Inquiry.
4. Select BikesInMotion for the Business Unit.
5. In the Workflow Settings section, select your name in the Resolver field.
6. In the Reason Code Configuration section:
  - Type Missing Bonus Amount in the Code column in the Reason Code Configuration section.
  - In the second code field, type Incorrect Bonus Amount.
  - Scroll to the top of the page and click Next.
  - Add a custom field called Employee ID to this Dispute form.
    - Click the box under the Active column for the Generic Attribute 1 row.
    - Type Employee ID in the Custom Value field column.
    - Click the box under the Required column.
    - Click Save.
Proxy as Amy Whitton.
1. Use the Application Picker to switch from Incentive Management Admin to Incentive Management Portal.
2. Click the User menu and select Proxy As.
3. Select Amy Whitton (PA-1121).
4. Select Proxy.
Submit a Dispute on behalf of Amy Whitton.
1. Select Disputes from the menu on the left.
2. Click the Create icon (+).
3. From the Inquiry Type menu, select New Bonus Inquiry.
4. Complete the rest of the form and select Send.
Resolve the Dispute
1. From the User menu, select Exit Proxy.
2. Select Disputes from the navigator on the left.
3. Select the dispute in the list.
4. Choose Resolve.
  Optionally, proxy as Amy Whitton again and check the status of the Dispute.
  Best Practices for Dispute Resolution
  - Encourage payees to view the most recent dashboard before submitting a dispute to ensure they have the most current information.
  - Encourage payees to attach documentation to their dispute that supports the reason for their dispute.
  - Add as many custom fields as needed to the dispute form templates, in order to gather as much data necessary to accurately process the dispute and reduce the amount of back and forth with the payee.

Summary

The Disputes feature streamlines the resolution of disputes and inquiries between payees and the compensation administrator. The Disputes feature offers preconfigured templates that can be customized by the administrator.
Payees can submit disputes from their Incentive Dashboard. Disputes are routed to a manager or the compensation team for resolution.
Administrators can create custom disputes and configure workflows to meet business requirements.

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