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� Some software products marketed by SAP AG and its distributors contain proprietary software

components of other software vendors. �

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. �

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

� Oracle is a registered trademark of Oracle Corporation.

� UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

� Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are

trademarks or registered trademarks of Citrix Systems, Inc. �

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

� Java is a registered trademark of Sun Microsystems, Inc.

� JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology

invented and implemented by Netscape. �

MaxDB is a trademark of MySQL AB, Sweden. …

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SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

� The information in this document is proprietary to SAP. No part of this document may be reproduced,

copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.

� This document is a preliminary version and not subject to your license agreement or any other

agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.

� SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the

accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

� SAP shall have no liability for damages of any kind including without limitation direct, special,

indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.

� The statutory liability for personal injury and defective products is not affected. SAP has no control

over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

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SAP AG 2004

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� End-to-end interaction cycle y mySAP CRM is a unique solution that provides companies with insight into the entire sales lifecycle –

from identifying a lead, to developing a sales plan that includes necessary tasks and activities, to entering an order, to finalizing and managing the billing cycle and fulfillment process.

� The sales cycle y The sales cycle of a product or a service begins with recognizing an opportunity. An opportunity is a

possibility for a business transaction, for example, the sale of products or services. A trade fair activity, a sales promotion, or a bid invitation can become an opportunity. The process ends with a sales order or cancellation from the customer.

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7KH�6FRSH�RI�WKLV�&RXUVH2SSRUWXQLW\�0DQDJHPHQW� With opportunity management you can manage the sales process.

You do this using a sales methodology based on your best practices so as to empower your sales force.

4XRWDWLRQ�DQG�2UGHU�0DQDJHPHQW� mySAP CRM integrates all communication channels and supports the

entire document flow from inquiry and quotation to order or contract, including contract cancellations.

&RQWUDFW�0DQDJHPHQW� Contract management allows users easily and automatically to develop,

verify, revise, and submit contracts tailored for each customer.This enables you to maintain long term customer relationships.

5HEDWH�0DQDJHPHQW� Rebate management supports the establishment of long term customer

relationships.

�

� Opportunity Management y Opportunity management ensures that sales employees have a comprehensive view of every sales

opportunity. This enables them to capture, manage, and monitor the business contact and account information of potential opportunities. This includes identifying key criteria, sales histories, milestones, business development, outbound activities and internal tasks. Opportunity Management also can be easily adapted to proprietary or third-party sales methodologies.

� Quotation and Order Management y With quotation and order management, sales representatives can easily generate, calculate and create

offers for customers, as well as generate follow-up activities such as customer orders. �

Contract Management y With contract management you can work with the customer to create and edit long term sales

contracts tailored to the customer. �

Rebate Management y Rebate management allows you to process discounts in the form of rebates, which can be given to the

customer and paid out retroactively. These are based on terms and conditions set out in rebate agreements. Granting rebates supports the establishment of long term customer relationships.

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� A lead was created as the result of a campaign. A lead qualifier qualifies the lead as a “hot lead“

(qualification level: hot). The lead is forwarded to the responsible sales representative via workflow. �

The sales representative receives the “hot lead” in his workflow inbox. He checks and accepts the “hot lead.” The system automatically creates an opportunity.

� The sales employee contacts the customer. He enters further data in the opportunity, such as estimated

end date, expected sales volume, status, products, and participating members of the sales team. �

The sales employee activates the required activities in the sales assistant of the opportunity and adds new ones if required. The sales representative creates a specific activity plan for this opportunity.

� The sales representative qualifies the opportunity using the valuation and makes a positive or a negative

decision. �

The sales representative uses further elements of the sales methodology (buying center, project goals, competitor analyses) and develops a clear value proposition for the customer.

� The sales employee presents the solution to the customer and creates a quotation.

� The sales employee secures agreement with the customer and creates a sales order.

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� Even transactions with errors can be saved in CRM and are available for further processing.

� Sales orders must be completely processed before they can be transferred to SAP ERP.

� From the distribution status of the transaction in the CRM system, you can see whether the transaction was transferred successfully to SAP ERP or whether it is relevant for distribution at all.

� By bringing up the delivery status of the order in CRM you can check whether sales transactions were successfully transferred to SAP ERP.

� After successful billing, the relevant billing status is set and the document flow is updated.

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At the conclusion of this exercise, you will be able to:

• Create a sales order using the People-Centric UI

You are introduced to the new design of the portal-based People Centric UI.

1-1 Access the mySAP CRM People-Centric UI as a sales representative.

1-1-1 Open the Web browser using the URL your instructor gives you.

1-1-2 Log on to the portal as a sales representative.

1-2 You want to find out some information about your business partner, ��0HJDVWRUH.

Choose $FFRXQW�0DQDJHPHQW�o�$FFRXQWV and select 6HDUFK�with 1DPH��/DVW�1DPH

(## is your group number).

1-2-1 Who is the contact person at ##Megastore?

__________________________________________________

__________________________________________________

1-2-2 Name some of the interactions where our sales team has dealt with ##Megastore in the past.

__________________________________________________

__________________________________________________

1-2-3 Add ##Megastore to your )DYRULWHV�folder.

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© SAP AG CR300 1-10

1-3 Create a sales order for your customer, ##Megastore.

Sold-to Party: ��0HJDVWRUH�Product:� +7�����

Quantity:� ��

Choose 6DOHV�o�2UGHUV and use the transaction type 7HOHVDOHV.

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1-1 Access the mySAP CRM People-Centric UI as a sales representative.

1-1-1 Open the Web browser using the URL your instructor gives you.

1-1-2 Log on to the portal as a sales representative.

1-2 You want to find out some information about your business partner, ��0HJDVWRUH.

1-2-1 Who is the contact person at ##Megastore?

Choose $FFRXQW�0DQDJHPHQW�o�$FFRXQWV. Select central search or advanced search with 1DPH��/DVW�1DPH

(## is your group number).

Choose *R�WR�o�'HWDLOV to display more fields.

Choose the�5HODWLRQVKLSV�tab page� A contact person is Dr. Peter ##Finger.

1-2-2 Name some of the interactions where our sales team has dealt with ##Megastore in the past.

You will find a list of these interactions on the ,QWHUDFWLRQ�+LVWRU\ tab.

1-2-3 Add ##Megastore to your )DYRULWHV�folder.

Choose $GG�WR�)DYRULWHV.

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© SAP AG CR300 1-12

1-3 Create a sales order for your customer, ##Megastore.

Sold-to Party: ��0HJDVWRUH�Product:� � +7�����

Quantity:� � ��

Top-level navigation�� 6DOHV Subtab��� 2UGHUV Choose 1HZo�7HOHVDOHV��IURP�LQSXW�KHOS).

Enter the following data:

Sold-to Party: ��0HJDVWRUH��Stay on the�*HQHUDO�'DWD�tab, and input the product data:�Product: +7�����

Quantity: ���Save your order.

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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� This business process enables you to generate activity proposals for a group of selected business

partners you have grouped in a tour. Additionally, you can enter business partner- and tour-specific information when editing tours. Further, you can save, display and shift activity proposals in your calendar.

� Furthermore, for mobile sales, a 3rd party tool (for example, PTV) can be used for graphical route

planning.

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© SAP AG CR300 2-5

SAP AG 2004

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� Tour planning is available within the context of activity management for &50�0RELOH and &50�(QWHUSULVH. Tour planning supports sales personnel, account managers and back office personnel in the planning and execution of their activities for all kinds of contact with business partners. With tour planning, business partners are grouped into tours according to particular criteria, such as location.

� To prepare tour planning for your entire enterprise, default values for the following fields must be defined: y Duration y Time period y Preparation time y Transaction type y Activity category

� However, sales personnel can alter these values when editing tours or when scheduling activities.

� Sales personnel create tours by grouping business partners who they regularly visit or would like to contact according to particular criteria, such as postal code. Further, a tour can also contain such information as the planned duration of a visit, the expected preparation time or the validity period of the tour. However, the tour contains no date, since a date is only specified when an activity is scheduled for the tour. However, when scheduling activities, the system takes the validity period into consideration; it determines tours whose validity period lies within the specified activity scheduling period.

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Person responsible: This information can be used for maintenance authorization and data replication. �

Territory hierarchy ID: This information can be used for data replication. �

Validity period: You cannot enter a date for a tour. However, you can enter a validity period for a tour. Thus, if you select a business partner from a tour during activity scheduling, the system checks whether the scheduled activities fall within the tour’s validity period. If this is the case, business partners for the appropriate tour can be selected for activity scheduling.

� Duration: This is the duration of the activity proposals generated during activity scheduling.

� Preparation time: This is the preparation time for the activity proposals generated during activity scheduling.

� Activity category

� Activity template: Tour-specific information can also contain details on an activity template, which can be used during activity scheduling to generate activity proposals.

� Select business partner: You can select business partners using the standard search or advanced search or carry them over from a pre-existing tour.

� Maintain tour information for a business partner: the business partner’s sequence number (determines the order in which you would like to visit business partners), week number, weekday and activity time (start time of the activity)

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© SAP AG CR300 2-7

SAP AG 2004

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� Sales representatives can schedule all activities for a month from the first Monday of each month. To schedule these activities, a sales employee must select business partners using various criteria, for example, on the basis of a tour.

� After that, he or she triggers the generation of activity proposals. The system generates activity proposals, taking into consideration the employee’s working hours and pre-existing activities.

� The activity proposals are displayed in the calendar view. From here, the sales representative can accept, reject or postpone activity proposals. To reject activity proposals, the employee leaves calendar view without saving first.

� If the flag $GPLW�5HGXQGDQW�3DUWQHUV was not set during the processing of a tour or the planning of an activity, the system issues a warning message to let the employee know that a business partner from the target list is already planned for an activity and that no additional activity proposal need therefore be generated for this business partner. If this indicator was set, however, the employee can schedule any number of activities for the same business partner.

� You can only schedule activities for transaction types of the object type BUS2000126 ($SSRLQWPHQWV).

� Note: With Tour Planning you can schedule activities based on a tour. However, tour planning is not necessary for activity scheduling. You can also schedule activities using other information, for example based on open activities or using the business partner search (standard search and advanced search).

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SAP AG 2004

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� You can accept, reject and if necessary postpone activity proposals. To reject activity proposals, leave the calendar view without saving first. All newly created activity proposals will thus be deleted. You can accept activity proposals by selecting $FFHSW�SURSRVDOV�JHQHUDWHG in the calendar view. All newly created activity proposals will thus be accepted. If you wish not to save or reject all newly created activity proposals, you can save the proposals to begin with, and then postpone or delete them as required.

� You can also copy the activity proposals into a new tour by selecting 6DYH�DV�WRXU. The business partners created for activity proposals are carried over into the new tour automatically, including the fields %HJLQ��WLPH�, 'XUDWLRQ and 7LPH�XQLWV.

� In the calendar, the following colors are used for the various activity types, statuses and proposals: y Activity proposals that have not yet been accepted or deleted and that have not given rise to conflicts

(overlaps) are shown in green. y Activity proposals for which the preparation time cannot be considered due to a lack of time, are

shown in blue. y Activity proposals for which no free time window could be found appear as all-day events in the

calendar and are shown in red. y Activity proposals that have been accepted and thus have become activities are shown, like all other

existing activities, in white.

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© SAP AG CR300 2-9

SAP AG 2004

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� Here you can define the following default values for tour maintenance and activity scheduling. y Duration y Preparation time y Transaction type y Category of activity

� For activity planning you can define the following additional default values: y Time period y Working hours y Appointment type

� This setting is made once only for your entire enterprise. The values defined here are then shown automatically during tour maintenance and activity planning as default values; however, you can change these values directly when editing a tour or planning activities.

� These default values can be shown or changed during tour maintenance or activity planning under 6HWWLQJV. However, the changes made in 6HWWLQJV have no effect on the settings for the entire company made in this IMG activity.

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SAP AG 2004

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At the conclusion of this exercise, you will be able to:

• Create a visit within a visit plan

1-1 Create a new visit plan, noting the specific settings and functions.

1-1-1 Create a visit plan valid from today until the end of the year. Select the transaction type 6DOHV�&DOO�and specify Perry Johnson ## (SALESREP-##) as the person responsible for this visit plan.

Description: 7RXU�*URXS##

Accept the system default values for the duration and preparation time for each appointment.

1-1-2 Which information is transferred to the visit items?

_____________________________________________________________________________________________________________________________________________________________________________________________

1-1-3 Define the following business partner for your new visit plan:

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3271 Media Store

3272 Adcom Computer

3273 Alpha Center

3274 High Com

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© SAP AG CR300 2-12

1-1-4 Enter the following visit information for the business partners (number of week in which the activity is to be created, weekday and start time):

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Adcom Computer 1 Thursday 14:00

Alpha Center 2 Tuesday 09:00

High Com 2 Friday 11:00

1-1-5 Change the visit plan status to 5HOHDVHG, save the visit plan and make a note of the number.

_______________________________________________________________

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At the conclusion of this exercise, you will be able to:

• Perform activity scheduling based on a visit plan

2-1 Generate the activity schedule on the basis of your newly-created visit plan.

2-1-1 Create an activity plan with a duration of eight weeks. The starting date for this should be Monday of next week.

Set the switches 5HGXQGDQW�3DUWQHUV and )LOO�7RWDO�'XUDWLRQ.

2-1-2 Select the business partners using the visit planning 7RXU�*URXS�##.

2-1-3 Add ##0HJDVWRUH�as an additional business partner. They are to be visited on Wednesday of the first week at 2pm.

2-1-4 Generate an activity proposal.

2-1-5 Switch to the calendar and shift the activity with John Taylor (contact person at Mediastore) on Monday of next week to 3pm.

2-1-6 Accept the proposals.

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© SAP AG CR300 2-14

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1-1 Create a new visit plan, noting the specific settings and functions.

1-1-1 Create a visit plan valid from today until the end of the year. Select the transaction type 9LVLW�and choose Perry Johnson ## (SALESREP-##) as the person responsible.

Description: 7RXU�*URXS##

Accept the system default values for the duration and preparation time for each appointment.

3&�8,��On the navigation bar, choose +RPH�o�:RUN�o�9LVLW�3ODQV

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1-1-2 Which information is transferred into the tour item?

To do this, go to the 9LVLW�3ODQ�,WHPV� tab page:

• Transaction Type

• Duration

• Preparation Time

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© SAP AG CR300 2-16

1-1-3 Define the following business partners for your new tour:

3&�8,�� Select the 9LVLW�3ODQ�,WHPV� tab page

Either enter the following IDs in the field %XVLQHVV�3DUWQHU, or select input help and search for the business partners.

,'� 1DPH���)DPLO\�1DPH�3271 Media Store

3272 Adcom Computer

3273 Alpha Center

3274 High Com

1-1-4 Store the following visit plan information for the business partners (number of week in which the activity is to be created, weekday and start time).

%XVLQHVV�3DUWQHUV� 1XPEHU�RI�ZHHN�

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Media Store 1 Monday 10:00

Adcom Computer 1 Thursday 14:00

Alpha Center 2 Tuesday 09:00

High Com 2 Friday 11:00

3&�8,��

Enter the values from the table in the appropriate columns on the 9LVLW�3ODQ�,WHPV� tab page.

1-1-5 Change the visit plan status to 5HOHDVHG, save the visit plan and make a note of the number.

3&�8,�� Select the 'HWDLOV tab view and set the status to 5HOHDVHG.

Choose the 6DYH�button.

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2-1 Generate the activity schedule on the basis of your newly-created visit plan.

2-1-1 Create an activity schedule with a duration of eight weeks. The starting date for this should be Monday of next week. Set the switches 5HGXQGDQW�3DUWQHUV and )LOO�7RWDO�'XUDWLRQ.

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On the navigation bar, choose +RPH�o�:RUN�o�$FWLYLW\�6FKHGXOLQJ

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End Date: 7RGD\�����ZHHNV Set the switches 3DUWQHU�5HGXQGDQF\ and )LOO�(QWLUH�3HULRG�.

2-1-2 Select the business partners using the tour planning 7RXU�*URXS�##.

�3&�8,��Select input help in the Partner ID field.

An extra window (“Business Partner Search for Activity Scheduling”) will be opened.

Search in the field )LQG�by %\�9LVLW�3ODQ��in the window %XVLQHVV�3DUWQHU�6HDUFK�IRU�$FWLYLW\�6FKHGXOLQJ and enter your tour description 7RXU�*URXS���.�Select the button *R, select 'LVSOD\�o�6HOHFW�$OO�followed by the pushbutton &KRRVH.

2-1-3 Add ##0HJDVWRUH�as an additional business partner. They are to be visited on Wednesday of the first week at 2pm.

…

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© SAP AG CR300 2-18

…

3&�8,��Select input help in the 3DUWQHU�,'�field.

Search in the field )LQG� by $OO�3DUWQHUV�in the window and enter ##0HJDVWRUH in the 1DPH���/DVW�QDPH field.

Select the button *R, select your business partner, and press the pushbutton &KRRVH. Enter the week in which the activity is to be created, the weekday and start time.

2-1-4 Generate an activity proposal.

3&�8,��Select the pushbutton 'LVSOD\ and select 6HOHFW�$OO. Then select &UHDWH�$FWLYLW\.

�2-1-5 Switch to the calendar and shift the activity with John Taylor (contact person at

Mediastore) on Monday of next week to 3pm.

3&�8,��Select the tab page &DOHQGDU and view your newly-created visiting activities.

Select the activity with John Taylor (Monday, 10am) and shift this using drag and drop to 3pm.

2-1-6 Accept the proposals.

�3&�8,��Select the button $FFHSW�3URSRVDOV.

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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� Activity management is an important component of mySAP Customer Relationship Management (mySAP CRM). It assists in the administration of all activities the employees of your company have worked on. All data that are stored in an activity consist of important information sources, to which all relevant employees must have access.

� An DFWLYLW\�is a document for recording information and planning actions at any time during the customer relationship life cycle.

� Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on.

� Two types of activity are to be distinguished: contact and tasks. y A FRQWDFW contains information about business partner interaction on a particular date. y A WDVN contains information about what one or more employees has to complete by a particular date.

� Activities can retroactively be linked with various preceding documents, such as opportunities, quotations, orders, contracts, and so on (as of Release SAP CRM 5.0). For this, an object reference profile must be assigned to the activity type in Customizing.

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© SAP AG CR300 3-6

SAP AG 2004

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� All activities consist of a header with general information and tab pages with more detailed information.

� The KHDGHU contains fields for the description, date and time, category, and partner information.

� The 'HWDLOV tab page is divided into several areas and contains the following information: y Priority, completion, and result (status) of the activity y Reason and goal of the activity y General information, for example, who created the activity and when

� The possible entries for these fields are defined in Customizing under the following path: 7UDQVDFWLRQV����6HWWLQJV�IRU�$FWLYLWLHV�

� On the other tab pages, you can process texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates.

� When you work with WDVNV, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes a business partner.

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SAP AG 2004

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� Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. These various activity types can be defined to meet the requirements of your enterprise in Customizing under the following path: 7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�

� A business activity must have a partner, a start date and a finish date. If you want to include information for your private use or information ZLWKRXW a business partner, you must create a task.

� You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks and contacts can be public or private (new for contacts since Release SAP CRM 5.0) and cover a wide range of possibilities, for example, the preparation of a customer presentation, or a reminder to buy a birthday card. If you mark a task as private, it cannot be viewed by other users.

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SAP AG 2004

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� Product-related information such as what products were discussed with the customer or the number of samples given to the customer

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� You can use activity journals to record and update information in CRM Enterprise and CRM Mobile that was gathered from customer visits or telephone calls. The information in the activity journal may or may not be product-related. An activity journal can contain the following information: y Type and number of products discussed with customer y Samples handed out to customers (for example, in the pharmaceuticals industry) y Placement of products in a shop, for example, whether products are placed on a promotion shelf or

near the counter or shop entrance y Customer feedback

� The information gathered in activity journals can be used to: y Track the distribution of samples in the pharmaceuticals industry y Analyze sales data, for example, number of products handed out to customers y Track the progress of your sales team, for example, the number of discussions held with customers

and the result of these discussions y Detect possible problem areas, for example, slow and non-moving products

� The data entered into an activity journal in CRM Enterprise is transferred to CRM Mobile and vice versa. In this way, you can display and edit activity journals in both systems, so that data consistency is ensured.

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SAP AG 2004

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� Template maintenance for journals enables you to define activity journal templates for sales representatives. Sales representatives use these templates to report the results of business activities with a business partner.

� You can define activity journal templates to suit the needs of your company.

� The WHPSODWH�W\SH�is a pre-defined form in which you define fields which are later displayed when editing activities in an activity journals and into which information can be entered. The template type serves as a basis for creating a pre-filled WHPSODWH. With the template type you determine the structure and layout of activity journals.

� A template type cannot be used alone – it must always be used with a template.

� For the activity journal template type, validity criteria are determined by specifying template types, activity categories and time periods.

� The following crucial differences exist between a template and a template type: y Templates, but not template types, can be assigned target groups. y Templates, but not template types, can be assigned default products.

� When you create a template, product categories, products, product hierarchies and partner-product range (PPR) and listings can be assigned.

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© SAP AG CR300 3-10

SAP AG 2004

$FWLYLW\�-RXUQDO�RQ�WKH�6$3�*8,

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� Activity journals are entered in the SAP Easy Access Menu under $FWLYLWLHV�→ 'HILQH�$FWLYLW\�-RXUQDOV.

� The $FWLYLW\�-RXUQDOV tab page is only visible once a template type and template have been maintained. Further, the transaction type used must use item categories ACT, ACT0 and ACT1

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SAP AG 2004

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© SAP AG CR300 3-12

SAP AG 2004

&XVWRPL]LQJ $FWLYLW\ -RXUQDOV

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� General access to the relevant Customizing settings for the activity journal area: &50�→�7UDQVDFWLRQV�→ 6HWWLQJV�IRU�DFWLYLWLHV�→�$FWLYLW\�MRXUQDO

� From a technical standpoint, activities using activity journals are a case of activities with items. For the transaction types used for this, item categories ACT, ACT0 and ACT1 must be used and assigned (see transaction type 0020 in the standard).

� In CRM Enterprise, you must use a transaction type with the item categories ACT, ACT0 and ACT1 in order to be able to use activity journals in the system. It is important that you assign all three item categories to the transaction type. If you do not use these item categories, the tab page $FWLYLW\�MRXUQDO will not be shown on the user interface, or you will not be able to use specific fields in the activity journal.

� By specifying a display frequency for activity journals, you can determine how often an activity journal is to be displayed during activity maintenance, for example, once a month, once a week, and so on. Repeated display of an activity journal serves as a reminder that the journal should, or can, be filled out, depending whether it was marked as required or not. For example, when you select the display frequency ZHHNO\, the system will ask you once a week to fill out the appropriate activity journal.

� With the assignment of a determination procedure you can carry over product proposals from listings in activity journals (irrespective of the sales area and transaction type). With reference to the transaction type, a determination procedure is sought with which the products listed in an activity journal are to be determined.

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SAP AG 2004

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� Define periodicity of contact y Rule definition in business partner master data y Based on call, visit or delivery time

� Carry out periodical report y Create call list for periodical calls y Generate planned activities

� Assign people to perform the call / the activities y Manual assignment in call list y Automatically assigned on account of the defined relationship

(for example, agent, sales representative) �

Perform planned activity y Create call list for order receipt y Have call center agent confirm the next call or next delivery y Generate activity for the sales representative

� The transaction code for creating the call list is /ncrmd_call_list. (,QWHUDFWLRQ�&HQWHU�→�6XSSRUWLQJ�3URFHVVHV�→ 2XWERXQG�&DOOLQJ�→ *HQHUDWH�%XVLQHVV�7UDQVDFWLRQV�DQG�&DOO�/LVW��

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SAP AG 2004

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At the conclusion of this exercise, you will be able to:

• Set up your own activities as a new transaction type

• Create activity journals in the SAP GUI

• Use activity journals in the application

You would like to prepare a new transaction type for activities in Customizing using visit reports. In accordance with the specific requirements of your company and industry, you define an activity template which contains the information and fields of relevance to you. Finally, you create an activity using your newly created transaction type and fill out the visit report.

1-1 You would like in future to set up a separate 9LVLW�$FWLYLW\�## as a new transaction type for the visiting appointments resulting from your tour plans (visit plans) which will allow the entry of data gathered while visiting the customer.

1-1-1 First, set up a new category for activities in Customizing. Enter <���as category, 9LVLW�5HSRUW�## as description and 9LVLW�as class.�

1-1-2 Copy the transaction type ������&RQWDFW�ZLWK�3URGXFW�,�which already exists in Customizing, and enter =%���as the transaction type,����&RQWDFW�ZLWK�-RXUQDO�as the name and long description.

1-1-3 In the Customizing Header, assign your newly created category <�� to transaction type =%##.

1-1-4 Set up the Item Category Determination for your newly created transaction type ZB##. Item Categories $&7, $&7�,�and�$&7��need to be determined so you can use activity journals in the application.

Hint: The most sensible way to do this is to copy the three item category determination entries for transaction type 0020.

1-1-5 As a first step, test your newly created transaction type within the application by creating a contact with the transaction type =%��.

Check whether the system correctly offers the category Y## as default value. Use the activity partner ##0HJDVWRUH�for the test.

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© SAP AG CR300 3-16

1-2 Create a new activity template for sales call reports and assign to this your newly created transaction type as well as a pre-existing template type.

1-2-1 Create a sales call report template called ## $-�7HPSODWH�and assign to this the template type =B,'(6B67'.

1-2-2 Assign the 7UDQVDFWLRQ�7\SH�=%## and the &DWHJRU\�<��.

1-2-3 Select the product type 3URGXFW on the 3URGXFWV�'HIDXOW�9DOXHV�tab and enter the two products +7������and +7�����.

1-2-4 Check the field attributes and set the attribute Product Priority as a mandatory field.

1-2-5 Now set the status of your new template to 5HOHDVHG��and save it.

1-3 Create an activity journal using your new transaction type ZB## and enter further information into the activity journal.

1-3-1 Create an activity ##&RQWDFW�ZLWK�-RXUQDO for your contact partner ##0HJDVWRUH. Go to the $FWLYLW\�-RXUQDOV�tab page, and check whether your newly created and assigned template ## AJ template is used.

1-3-2 Record for both products proposed in the activity journal that you have discussed these with the customer.

1-3-3 Save your activities and analyze the error log.

1-3-4 Enter the necessary data and save your changes.

��

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8QLW��� $FWLYLW\�0DQDJHPHQW�LQ�&50�6DOHV�7RSLF��� $FWLYLW\�-RXUQDO��

1-1 You would like in future to set up a separate 9LVLW�$FWLYLW\�## as a new transaction type for the visiting appointments resulting from your tour plans (visit plans) which will allow the entry of data gathered while visiting the customer.

1-1-1 First, set up a new category for activities in Customizing. Enter <���as category, 9LVLW�5HSRUW�## as description and 9LVLW�as class.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ�%XWWRQ�6$3�5HIHUHQFH�,0*

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�6HWWLQJV�IRU�$FWLYLWLHV�o�'HILQH�&DWHJRULHV��*RDOV�DQG�3ULRULWLHV�o�0DLQWDLQ�&DWHJRULHV�Choose 1HZ�(QWULHV�and enter the following:

)LHOG�1DPH�RU�'DWD�7\SH 9DOXHV &DWHJRU\ <��

'HVFULSWLRQ $FWLYLW\�-RXUQDO���

&ODVV 6DOHV�&DOO 1-1-2 Copy the transaction type ������&RQWDFW�ZLWK�3URGXFW�,�which already exists

in Customizing, and enter =%���as the transaction type,���&RQWDFW�ZLWK�-RXUQDO�as the name and long description.

6$3�5HIHUHQFH�,0*��&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV�Select the transaction type ������&RQWDFW�ZLWK�3URGXFW� and click on &RS\. Make the necessary entries or changes, choose (QWHU and confirm the message that appears.

)LHOG�1DPH�RU�'DWD�7\SH 9DOXHV 3URFHVV�7\SH =%��

1DPH ��&RQWDFW�ZLWK�-RXUQDO� 'HVFULSWLRQ�/RQJ ��&RQWDFW�ZLWK�-RXUQDO�

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© SAP AG CR300 3-18

1-1-3 In the &XVWRPL]LQJ�+HDGHU, assign your newly created category <�� to transaction type =%##.

Select the =%���transaction type, double-click in the dialog structure (left side of the screen) on Assignment of Business Transaction Categories, select the business transaction category %XVLQHVV�$FWLYLW\�and double-click on &XVWRPL]LQJ�+HDGHU. Define the default category <##.

1-1-4 Set up the Item Category Determination for your newly created transaction type ZB##. Item Categories $&7, $&7�,�and�$&7��need to be determined so you can use activity journals in the application.

6$3�5HIHUHQFH�,0*��&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ�Place the cursor on the determination entries for the transaction type������and select all three entries listed for this. Select the button�&RS\�$V�and enter the transaction type�=%���as the target entry.

6HOHFW�(QWHU�DQG�IROORZ�WKH�DERYH�SURFHGXUH�IRU�HDFK�RI�WKH�WKUHH�HQWULHV�WR�EH�FRSLHG.

1-1-5 As a first step, test your newly created transaction type within the application by creating a contact with the transaction type =%##.

Check whether the system correctly offers the category Y## as default value. Use the contact partner ##0HJDVWRUH�for the test.

6$3�*8,��6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�Choose�%XVLQHVV�7UDQVDFWLRQ�o�&UHDWH and choose the new transaction type for business activities =%�� to create the contact. Check the default values stemming from Customizing, such as Category.

3&�8,��+RPH�o�:RUN�o�$FWLYLWLHV� Choose the button 1HZ and select the new transaction type for contacts ##&RQWDFW�ZLWK�-RXUQDO�to create the contact. Check the default values stemming from Customizing, such as Category.

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© SAP AG CR300 3-19

1-2 Create a new activity template for visit reports and assign to this your newly created transaction type as well as a pre-existing template type.

1-2-1 Create an activity journal template called ## $-�WHPSODWH�and assign to this the template type =B,'(6B67'.

6$3�*8,��6$3�0HQX�o�$FWLYLWLHV�o�'HILQH�$FWLYLW\�-RXUQDOV�Select the button &UHDWH�and use 7HPSODWH.�Enter ## $-�WHPSODWH�as the journal title and�assign the template type =B,'(6B67'�in the field�7HPSODWH�7\SH. Confirm with (QWHU.

1-2-2 Assign the 7UDQVDFWLRQ�7\SH�=%## and the &DWHJRU\�<��.

Enter your newly created category transaction type =%## in the 7UDQVDFWLRQ�7\SH�field, and your newly created category <## in�the &DWHJRU\�field.

1-2-3 Select the product type 3URGXFW on the 3URGXFWV�'HIDXOW�9DOXHV�tab and enter the two products +7������and +7�����.

1-2-4 Check the field attributes and set the attribute „Product Priority“ as a mandatory field.

Go to the tab page $WWULEXWHV and set the attribute 3URGXFW�3ULRULW\ as a mandatory field.

1-2-5 Now set the status of your new template to 5HOHDVHG��and save it.

1-3 Create an activity journal using your new transaction type ZB## and enter further information into the activity journal.

1-3-1 Create an activity ##&RQWDFW�ZLWK�-RXUQDO for your contact partner ##0HJDVWRUH. Go to the Activity Journals tab page, and check whether your newly created and assigned template ## AJ template is used.

6$3�*8,��6$3�0HQX�o�$FWLYLWLHV�o�0DLQWDLQ�$FWLYLWLHV�&KRRVH�%XVLQHVV�7UDQVDFWLRQ�o�&UHDWH and choose the new transaction type for ##&RQWDFW�ZLWK�5HSRUW. Enter a description and select your customer ##0HJDVWRUH�in the $FWLYLW\�3DUWQHU�field.

3&�8,��+RPH�o�:RUN�o�$FWLYLWLHV� …

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© SAP AG CR300 3-20

…

Choose the button 1HZ and select the new transaction type for contacts ##&RQWDFW�ZLWK�5HSRUW�to create the contact.

Enter a description and select your customer ##0HJDVWRUH�in the $FWLYLW\�3DUWQHU�field.

1-3-2 Record for both products proposed in the activity journal that you have discussed these with the customer.

Go to the tab page $FWLYLW\�-RXUQDOV and set the 'LVFXVVHG�flag for both products proposed.

1-3-3 Save your activities and analyze the error log.

Select 6DYH, then analyze the error log:

“Product Priority (## AJ journal) is a mandatory field”

Note: In PC UI you will be told when entering data that mandatory fields have not been filled, and you will be required to fill these.

1-3-4 Enter the necessary data and save your changes.

Specify arbitrary characteristics for the product priority of both products. Then save.

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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© SAP AG CR300 4-5

SAP AG 2004

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� Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). The organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease and territories must be resized or reallocated to accommodate this, to ensure that a sales representative has the appropriate workload.

� Improve customer service: Assigning customers to territories and the relevant sales person ensures that all your customers are taken care of in the best possible way.

� Assess and motivate employees: Employees can also be evaluated according to the goals they have reached in their territories.

� Optimize organization: Using Territory Management, data can be distributed to Mobile Clients according to enterprise-specific criteria. In this way, sales people’s access to data can be controlled. Furthermore, it is essential that you can quickly determine who is responsible for which area, for example, finding the correct sales representative during a customer telephone call.

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SAP AG 2004

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� In Territory Hierarchy Planning, you can create and define your whole territory structure.

� In Territory Maintenance, you keep your territory hierarchy up-to-date (for example, create a new territory or delete an old one, change or add validity period or attributes. You also maintain employee assignments here using the link with positions.

� In the Business Transaction, the territory can be determined from the employee responsible or from attributes of a business partner (for example, sold-to party).

� In Territory Analysis, the sales manager can analyze his/her territory and employees using different criteria.

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© SAP AG CR300 4-7

SAP AG 2004

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� The market segment is defined by attributes that describe its responsibility, such as the following: y Geographic locations (for example, by postal codes) y Products and product lines y Directly assigned business partners (for example, key accounts) y User-defined attributes y A combination of the attributes

� Territory Management adds business value and offers these results: y Precise monitoring and management of your sales force y Optimal coverage of your sales territories y Improved customer service y Fast adaptation to changes in a fast-changing world

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SAP AG 2004

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� Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). These territories are structured in a territory hierarchy.

� In Territory Management, a hierarchy of territories is used. It can comprise several levels, for example: y Level 0: Country y Level 1: Product Line y Level 2: Region y Level 3: Area

� The territory hierarchy has a validity period, which enables you to create territory hierarchies for the future and keep a history of previous hierarchies.

� You can define the territories using data from SAP CRM or an external planning tool. The data from the external planning tool is imported to SAP CRM with an open import interface.

� To edit territory hierarchies you need permission for one of the following objects:�y CRM_TERRMA

- Allows the user to edit territory hierarchies depending on the valid territory hierarchy IDs. y CRM_TERRDY

- Allows the user to edit only those territories assigned to him, or those on a lower level of the hierarchy of a territory for which he is responsible.

� Further information about objects can be found in 6$3 (DV\�$FFHVV�0HQX under $UFKLWHFWXUH�DQG�7HFKQRORJ\ → 6\VWHP�$GPLQLVWUDWLRQ → 8VHU�0DLQWHQDQFH → ,QIRUPDWLRQ�6\VWHP → 2EMHFWV��

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SAP AG 2004

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� Attributes describe the responsibility of a territory. You can easily activate the attributes you need.

� You can divide your sales market into clear and well-defined territories. You can define the territories using data from CRM Enterprise or an external planning tool. A territory has attributes that describe its scope, for example: y Geographic locations (for example, location by postal code) y Products and product lines y Directly assigned business partners (for example, key accounts) y A combination of the attributes

� For greater flexibility, you can define your own attributes.

� Newly supported territory attributes in SAP CRM 5.0: y Sales area y Business partner group hierarchies

� If the number of objects in the territory is to be checked with the entered sales area attribute then the following BAdI must be activated in Customizing: CRM_TERR_FILTER_TMPL (&XVWRPL]LQJ�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�7HUULWRU\�0DQDJHPHQW�→�%XVLQHVV�$GG�,QV�→�%$G,��)LOWHU�7HUULWRU\�%XVLQHVV�2EMHFWV)

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SAP AG 2004

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� To define who is responsible for a territory, you must link your employees with the territories via the HR Position in Organizational Management.

� You can assign employees permanently or for a definite time period. You assign an employee to a territory via the employee’s position. This makes it easier to assign another employee to the territory if the first employee is away from the office or has left the company. When you change this information in the organizational model, this information is automatically considered in the territory in CRM Enterprise.

� You can carry out planning, analyze sales figures, and monitor performance of the territories and the sales people.

� You can change the territory hierarchy when territories must be redefined to accommodate the changing sales market.

� You can export the data to external planning tools using an export interface.

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© SAP AG CR300 4-11

SAP AG 2004

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� When you create a business transaction, the system automatically determines the territory for the business transaction.

� When you create a business transaction in CRM Enterprise and enter an employee responsible in the header or in the item, the system automatically determines the territory for the business transaction. If the employee is assigned via the position to multiple territories, the system displays a dialog box from which you can select the relevant territory. This information is located on the 3DUWQHU tab in the header and the item. If an employee has more than one territory, you can choose the relevant one in a dialog box. You must assign the employee responsible to a territory. The system can determine territories on the basis of the partner function category.

� Based on the territory, the system can automatically determine the employee responsible in the business transaction.

� In Customizing for &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW under %DVLF�)XQFWLRQV�→ 3DUWQHU�3URFHVVLQJ → 'HILQH�$FFHVV�6HTXHQFHV�there is a new access sequence ���� (3UHFHGLQJ�'RFXPHQW → 7HUULWRU\�0DQDJHPHQW → 8VHU), based on the source (partner determination origin) &50B3$571(5B0 (%XVLQHVV�3DUWQHU�IURP�7HUULWRU\�0DQDJHPHQW).

� Based on the attributes of the partner function source (in the new access sequence ����, this is the sold-to party), the system determines the territory.

� The system then takes the employee responsible assigned to the territory.

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© SAP AG CR300 4-12

SAP AG 2004

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� Queries were developed to meet particular customer requirements, including those from the pharmaceutical and consumer products industries. These queries can be used to analyze your sales data for territories: y Plan/Actual Comparison for Territories (with Strategic Enterprise Management, SEM) compares

actual and planned sales quantities and net revenues at territory level. y Plan/Actual Comparison of Key Figures per Territory (with SEM) compares actual and planned

quantities, gross revenue, discounts and net revenues at territory level. y Number of activities per territory y Number of samples distributed per territory y Contracts per territory y Open sales orders and quotations per territory

� These functions enable you to evaluate sales transactions and processes such as opportunities, incoming customer orders or activities at territory level, so you can see exactly how well your sales strategy is being implemented in each of your territories. Using these results you can then decide if you wish to change your territory assignments or whether you will have to employ different strategies for different territories.

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© SAP AG CR300 4-13

SAP AG 2004

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© SAP AG CR300 4-14

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At the conclusion of this exercise, you will be able to:

• Create a territory

• Assign employees to a territory

• View the territory in a business transaction

A territory is a part of Territory Management and can be used in the business transaction, for example a sales order or an activity.

In CRM Enterprise you can assign a territory to an employee, for example to a sales representative who is responsible for selling in a certain area.

When you create a business transaction in CRM Enterprise, the system automatically determines the territory on the basis of the employee responsible.

1-1 What is the difference between Territory Management and Organizational Structure?

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

1-2 The hierarchies of territories used in Territory Management can be freely defined in Customizing. Make yourself familiar with territory levels both in the application and in Customizing.

1-2-1 Take a look at Territory $ (PC4YOU Inc.). How many territory levels are used? Which ones?

________________________________________________________________

________________________________________________________________

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© SAP AG CR300 4-16

1-2-2 Territory IDs have an offset and a pre-defined length. Go to Customizing and check the details for every level.

When leaving the transaction you may be asked whether you would like to start the Delta upload for Mobile in the background. Answer QR.

1-3 Define a new territory, in which all four levels are used. Assign attributes at territory level, as well as an employee responsible for the territory.

1-3-1 Create a new territory &RPSDQ\ (level 0) with description ���8PEUHOOD�&RPPXQLFDWLRQ�and choose the corresponding ID derived from your group number.

*URXS�1U� &RPSDQ\�,'����OHYHO�� *URXS�1U� &RPSDQ\�,'����OHYHO����� %� ��� 0���� &� ��� 1���� '� ��� 4���� (� ��� 5���� )� ��� 6���� +� ��� 7���� ,� ��� 8���� -� ��� 9���� .� ��� :���� /� ��� ;�

1-3-2 Below the company level, create two territories with territory level %XVLQHVV�8QLW. In the following parts of this exercise the “?” should be replaced by your one-character company ID.

Territory Level: %XVLQHVV�8QLW Territory ID: "$

Description: +DUGZDUH�±�*URXS���

Territory Level: %XVLQHVV�8QLW Territory ID: "%

Description: 6RIWZDUH�±�*URXS����� Save your data.

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© SAP AG CR300 4-17

1-3-3 Below Business Unit Hardware – Group ##, create a territory of level 5HJLRQ.

Territory Level: 5HJLRQ

Territory ID: "$��

Description: +DUGZDUH�±�1RUWK�±�*URXS����� Save your data.

1-3-4 Below Region Hardware – North – Group ##, create a territory of level $UHD.

Territory Level: $UHD

Territory ID: "$��$�1:

Description: +DUGZDUH�±�1RUWK:HVW�±�*URXS���

Save your data.

1-3-5 You can now assign attributes in order to create a territory that should contain business partners that are located in a certain area. You can use the “*” symbol as a wild card (e.g. necessary when using the Zip Code attribute).

Country: 86

Region: &2�Postal Code: ���� �

Check how many Business Partners are assigned to this territory.

Is the Business Partner ##Megastore contained in this territory?

1-3-6 As a last step you have to assign an employee/position. Search for the position 6DOHV�0DQDJHU�(this is occupied by employee Mark Freeman)�and assign this to this territory.

Save your data.

1-4 You would like to understand how territories are determined within business transactions. You therefore create a sales order.

1-4-1 Create a sales order in SAP GUI of type 7HUULWRU\�2UGHU�and�enter the following:

Sold-To Party: ��0HJDVWRUH�� Select the territory created in the previous exercise on the 6HOHFW�7HUULWRU\ screen.

Click on the 3DUWQHUV�tab and check which employee is responsible. Scroll further to the right and check the territory ID.

How was this territory determined?

_____________________________________________________________

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© SAP AG CR300 4-18

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© SAP AG CR300 4-19

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1-1 What is the difference between territory management and organizational structure?

The organizational model reflects the internal view of your organization. The territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease and territories must be resized or reallocated to accommodate this, to ensure that a sales representative has the appropriate workload.

1-2 The hierarchies of territories used in Territory Management can be freely defined in Customizing. Make yourself familiar with territory levels both in the application and in Customizing.

1-2-1 Take a look at Territory $ (3&�<28�,QF�). How many territory levels are used? Which ones?

6$3�0HQX�o�0DVWHU�'DWD�o�7HUULWRU\�0DQDJHPHQW�o�0DLQWDLQ�7HUULWRU\�+LHUDUFK\�7HUULWRU\�o�2SHQ

Enter $ and confirm.

(GLW�o�([SDQG�1RGH�Double-click on some territory levels in order to see that four territory levels are used:

&RPSDQ\ (PC4YOU Inc.)

%XVLQHVV�8QLW, e.g. B1 Hardware

5HJLRQ, e.g. C010 Pacific

$UHD, e.g. D0100010 Washington

When leaving the transaction you may be asked whether you would like to start the Delta upload for Mobile in the background. Answer QR.

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© SAP AG CR300 4-20

1-2-2 Territory IDs have an offset and a pre-defined length. Go to Customizing and check the details for every level.

6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ� 6$3�5HIHUHQFH�,0*�Button

&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�7HUULWRU\�0DQDJHPHQW�o�'HILQH�7HUULWRU\�+LHUDUFK\�/HYHOV�

Check the details for every level.

7HUULWRU\�/HYHO

/HYHO�'HVFULSWLRQ 2IIVHW /HQJWK

0 Company 0 1

1 Business Unit 1 2

2 Region 3 4

3 Area 7 8

1-3 Define a new territory, in which all four levels are used. Assign attributes at territory level, as well as an employee responsible for the territory.

1-3-1 Create a new territory &RPSDQ\ (level 0) with description ���8PEUHOOD�&RPPXQLFDWLRQ�and choose the corresponding ID derived from your group number.

6$3�0HQX�o�0DVWHU�'DWD�o�7HUULWRU\�0DQDJHPHQW�o�0DLQWDLQ�7HUULWRU\�+LHUDUFK\�

7HUULWRU\�o�&UHDWH� Use the territory ID and description given in the exercise.

Save.

1-3-2 In the Territory Hierarchy tree click with the right mouse button on your newly created company level and choose 7HUULWRU\�&UHDWH. Enter the data given in the exercise.

1-3-3 In the Territory Hierarchy tree click with the right mouse button on your newly created business unit level and choose 7HUULWRU\�&UHDWH. Enter the data given in the exercise.

1-3-4 In the Territory Hierarchy tree click with the right mouse button on your newly created region level and choose 7HUULWRU\�&UHDWH. Enter the data given in the exercise.

1-3-5 Enter the data given in the exercise.

Is the Business Partner ##Megastore contained in this territory?

Yes.

Click on . Here you can see the number of objects in the territory. You will get a list of business partners fulfilling the attributes for example, country US, Region CO, and Postal code 8022*.

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© SAP AG CR300 4-21

1-3-6 Use the icon in order to assign an employee/position. Search for the position 6DOHVPDQDJHU�(this is occupied by employee Mark Freeman).

Once you confirm, a window will pop up. Confirm this and save the territory hierarchy.

1-4 You would like to understand how territories are determined within business transactions. You therefore create a sales order.

1-4-1 Create a sales order in SAP GUI of type 7HUULWRU\�2UGHU�and�enter the following:

6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV�� 7UDQVDFWLRQ�o�&UHDWH� With a 7HUULWRU\�2UGHU, a partner determination is performed, and the employee

responsible is identified via an access sequence that first determines the territory from business partner attributes.

Once the territory is determined, it is checked which employee is assigned to it. This is the employee Mark Freeman, who occupies the position of Sales Manager in the organizational management context.

Please note that due to your exercises, Mark Freeman is responsible for various territories and that for this reason a territory selection screen appears on account of the ambiguity.

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* The sales cycle of a product or a service begins with recognizing an opportunity. An opportunity is a chance for a business transaction, for example, the sale of products or services. A trade fair activity, a sales promotion, or a bid invitation can become an opportunity.

* Opportunity management is the process of maintaining opportunities. The goal is to generate as many orders as possible within the framework of an optimized sales process. Sales processes can be monitored and evaluated more efficiently with the use of opportunity management.

* Opportunity management forms a framework to represent sales projects from the start and follow their progress and, in this way, offers the foundation for targeted analysis and optimization of the sales process.

* Opportunity management is recommended when: y Multiple sales employees are involved y Large sales order values are awarded y The sales cycle is drawn out over a long period of time

* The process ends with a sales order or cancellation from the customer.

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* The sales process within mySAP CRM can begin with an opportunity. An opportunity is a recognized chance for a business transaction, for example, the sale of products or services.

* From a process perspective, leads can be created before opportunities. Leads are generated, qualified, and maintained in the marketing area. The use of Lead Management is optional and can be used to optimize pre-sales activities.

* Opportunities serve as a central hub for the sales process, from which activities, quotations, contracts, and orders can result. An opportunity can support and manage the entire sales cycle.

* A structured sales methodology can be used to improve the quality of sales processes.

* 1RWH� Lead Management, opportunity management and the sales methodology are optional functions whose usage is strongly determined by your enterprise-dependent processes and the industry sector in which you work.

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* With Lead Management, a you have a function for generating, qualifying and maintaining leads in mySAP CRM.

* Lead Management helps the automation of pre-sales activities and frees up resources so that the sales department can concentrate on promising potential buyers and opportunities.

* Lead Management is process-oriented and is rooted in the marketing area because lead generation is carried out or initiated here.

* In this way, a lead can be generated for a particular business partner in a particular target group in a marketing campaign. Both customers and sales prospects can be viewed as leads.

* The process consists of lead generation, lead qualification, and lead reporting. y /HDG�JHQHUDWLRQ means the creation of leads. A distinction is made between the inbound and

outbound scenarios. y /HDG�TXDOLILFDWLRQ is the process of multiple lead maintenance, during which time the level of

business partner interest should be determined and increased. y 6WUDWHJLF�UHSRUWLQJ�IXQFWLRQV in SAP Business Information Warehouse enable you to measure the

lead’s success.

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* An opportunity goes through a sales cycle which is divided into various phases. The period of a sales cycle is determined by the start and end date of an opportunity. A SKDVH�is a section of the sales cycle (for example, identification, qualification) in which certain activities are carried out.

* Sales cycles and their phases can be defined in Customizing according to enterprise-dependent requests (for example, a sales cycle for new customer transactions).

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* An opportunity describes the interested party, their product and service requirements, their budget, the potential turnover, and an estimated sales probability. This information becomes concrete during the course of the sales cycle and can be mapped and evaluated in the system.

* From this, the following sales information can be stored in an opportunity: y Partner information y Sales cycle information (for example, start and end dates, status reason, current phase) y Forecast data (expected turnover, sales probability in percent per phase) y Information about the classification of the opportunity (origin, priority) y Texts (for your own usage or for correspondence with business partners) y Organization data y Products y Attachments (for example, product presentations)

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* Opportunity handling within the People-Centric User Interface is based on the typical pattern-based approach that is used in mySAP CRM.

* The orientation area with the search and result list is in the upper part of the screen.

* In the lower part of the screen, you can display information for the selected opportunity. Tab pages allow you to navigate easily through the information you require.

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* The same interface is used for all CRM business transactions in the SAP GUI (for example, leads, activities, opportunities, service and sales transactions, or contracts). They are always displayed in the same format. You can only change the single fields, depending on the transaction type you are processing.

* Transaction processing can be called up via various menu options (such as marketing, activities, sales, service, and complaints).

* The locator area is available for searching for opportunities using different attributes.

* In the workspace area, you can maintain header and item level information.

* You can use the ([SDQG and &RPSUHVV buttons to decide which data areas should be displayed on the screen (header or item level).

* Tab pages on header and item level allow you to easily navigate to the information you require.

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* The quality of the sales process has a major influence on its success. A structured sales methodology enables you to monitor sales projects optimally, therefore improving the quality of the sales process dramatically.

* As of SAP CRM 3.0, you can map and implement a sales methodology that is geared towards enterprise-specific sales processes within opportunity management. Employees are led through an optimal sales process, from recognizing a sales possibility to closing a deal.

* The sales methodology is made up of: y Sales assistant y Project goals y Buying center y Competitor analysis y Opportunity assessment y Opportunity plan

* 1RWH� As of Release 4.0, sales methodology functions are also available in CRM Mobile.

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* The sales assistant provides sales personnel with a checklist of tasks and business activities to be performed for each phase of the opportunity.

* The sales assistant can be tailored to suit your company’s specific sales process.

* Sales employees can display suggested activities and tasks for each phase and incorporate them into their personal activity plan for each sales project. Employees can also enhance the activity plan with personal activities at any time.

* The activity plan is closely linked to mySAP CRM activity management, enabling you to branch directly from the activity plan to corresponding and follow-up activities.

* In the activity plan, you can assign individual processing activities to other employees within your organization.

* For each activity, the sales employee can call up hints and background information based on proven sales practices.

* In the context of the sales assistant, actions are used to process follow-up transactions.

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* To sell successfully, your first need to identify the customer and all people involved in the sales process on the customer side.

* The buying center supports these requirements by: y Identifying people involved in the decision-making process and the extent of their influence y Graphically presenting the interrelationship between people involved in the sales process y Recording descriptive attributes for each person (for example, attitude towards our solution or

personal arguments for using it) *

With the information stored within a buying center, you can map and explain not only the formal enterprise hierarchy, but also the informal structure. In many cases, these informal structures are particularly vital for an opportunity’s success.

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* Before valuable resources are used in a sales project, you need to ascertain whether the expected turnover and the chance of success can justify the expenditure required.

* The opportunity assessment is a pre-defined questionnaire in the context of the sales methodology. It supports the sales employee when qualifying projects. The questionnaire is displayed in the opportunity on the $VVHVVPHQWV�tab page (it is only displayed if the questionnaire to be used is assigned to the corresponding transaction type).

* You can define the following in Customizing: y Questionnaire layout y Questions and possible answers y Weighting of questions y Points score per answer

* The questionnaire must be assigned to the corresponding transaction type.

* On the basis of the weighted of questions and answers, the system determines the chance of success, which sales employees can then use to aid decision making. Along with the chance of success generated by the system, sales employees can enter and record their own estimates.

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* You can use hierarchical opportunities to link related opportunities or sales projects to each other. This allows you to: y Divide a sales project into several subprojects y Bundle opportunities that belong together y Structure sales projects that consist of several subprojects

* Two types of links are possible: y A master opportunity is linked to a sub-opportunity at header level. y An item from a master opportunity is linked to a sub-opportunity.

* You can later display references and branch to the referenced opportunity in both the sub- and master opportunity.

* This functionality is available in both CRM Enterprise and CRM Mobile.

* On the 3URGXFWV tab, you can create a new sub-opportunity linked to a specific item in the master opportunity.

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* The opportunities that are to be linked must already exist.

* In order to maintain hierarchical opportunities, you have to assign object relationship profiles at transaction type and item category level in Customizing.

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* Opportunity planning enables detailed planning of important sales figures, particularly for long-running projects.

* Opportunity planning allows you to analyze cumulated planning figures, providing an important base for sales and production planning.

* Planning figures can be stored directly in the opportunity, facilitating detailed sales revenue planning for the coming weeks, months, quarters, or years.

* Planning figures can be created for the complete opportunity (for example, sales revenue, market share, sales quantity) as well as for individual products (for example, sales revenue, number of pieces).

* Planning is based on mySAP Strategic Enterprise Planning (SEM) and is fully integrated with mySAP Business Intelligence (mySAP BI).

* You make settings in Customizing for the SEM system to define how planning is structured, and which rules should be used. This means you define the planning profile in the SEM system.

* You then assign this planning profile to the respective transaction type in Customizing for CRM, and make settings for system communication.

* Opportunity planning is available both in CRM Enterprise and CRM Mobile.

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* You can link opportunities to a project management system. Using a project system gives you the following advantages: y Improve project qualification in sales projects y Improve planning and structuring of sales projects in which a large number of sales employees are

involved *

Sales projects can be integrated with project management: y At header level y At item level (for example, when individual project management is required for selling each item)

* In order to be able to work with the project system, you will require the cProjects Suite 3.00 as an add-on to your CRM system. If you also wish to work with resource planning in the project system, you will require WFM Core 1.00 as an add-on to your CRM system.

* You can only link opportunities with the project system in CRM Enterprise. Relationships created in CRM Enterprise are therefore not displayed in CRM Mobile.

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* Two-way data exchange between CRM Enterprise and CRM Mobile is supported.

* Customizing settings for opportunities in CRM (for example, sales cycles, phases) can be transferred to CRM Mobile Sales.

* Data exchange of opportunities from SAP CRM to SAP R/3 is not possible, as this transaction type is not available in SAP R/3.

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SAP AG 2004

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* Opportunity-specific system settings can be structured into three sections: y 6DOHV�F\FOH�DQG�SKDVHV�

In this section, enterprise-specific sales cycles and phases are defined. Phases are assigned to the sales cycles. A sales cycle is assigned to the required transaction type.

y &ODVVLILFDWLRQV In this section, various opportunity groups, priorities, and types of origin are defined. The stored priorities and origins are then offered for selection in the input help in the document. The opportunity group assigned to the transaction type is automatically set in the application when you create a corresponding opportunity.

y 6WDWXV�VHWWLQJV You can control user-defined status profiles as well as status reasons in this section.

* If you wish to use hierarchical opportunities in addition, you need to set up both &RS\LQJ�&RQWURO�IRU�2SSRUWXQLW\�,WHP to 2SSRUWXQLW\�DQG�2EMHFW�5HODWLRQVKLS�3URILOHV.

* 1RWH��Should you continue to use the sales methodology, you must make additional settings, such as Define and Assign Assessment Questionnaires and Set Up Sales Assistant Activities Using Actions.

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* In most cases, transactions have two levels: y Header level y Item level

* For each of these levels, a control size is required, with which the business context for the appropriate transaction/item can be mapped.

* The Customizing object of the transaction type is used for this at transaction level.

* The item level is controlled in Customizing via the item category.

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* The transaction type defines the characteristics and attributes for an opportunity and determines the

control attributes (for example, text determination procedure, partner determination procedure, status profile, organizational data profile, action profile, number range assignment).

* You set up the corresponding transaction types and item types for opportunity management in

Customizing activities under 7UDQVDFWLRQV. The customizing settings you need to make here are valid for all transaction types, such as sales order, quotations or contracts.

* The relevant settings are made in three steps: y Transaction types are stored and the appropriate control elements are entered, such as text

determination procedure, partner determination procedure, and action profile. y Possible business transaction categories are assigned to a transaction type. y Control elements such as sales cycle, opportunity group, the assessment questionnaire, and a

planning profile are stored at the Customizing header level. *

Item-specific settings are required if you work with products in opportunities.

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* When working with opportunities, you often want to store the products for which you see a selling potential. This means you need to implement another control instrument at item level similar to the transaction type at header level for transactions.

* The item category defines the characteristics and attributes of a transaction item and, in doing so, controls item processing.

* First you assign an item object type to the item category. This determines the business context in which an item category is used. At this level, additional basic assignments (such as text determination procedure, partner determination procedure, number ranges) are controlled for such items.

* In step two you assign the possible business transaction categories to an item category. This defines the business usage and usability of such items is defined. Examples of business transaction categories are opportunity, sales, complaint or contract.

* Depending on the selected business transaction category, various areas and fields are available for maintenance at item customizing level. For example, when working with item categories that are only used for opportunities, only the block of pricing-relevant data is offered, because such items are not relevant for billing.

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* Within transactions at item level, the appropriate item category should be automatically determined by the system when entering a product. For this to work, you need to make settings for item category determination.

* The main influencing factors during determination are the transaction type and the item category group. The item category group is a field stored in the product master. If you store an opportunity for a product with the item category group NORM (sales item), the system automatically determines the relevant item category.

* In special cases, the item category usage or the item category of the higher-level item can still be relevant.

* You can define which alternative item categories can be entered manually, and which item category is suggested by the system.

* Item categories and item category determination are relevant for all CRM transactions. You make the necessary settings in Customizing under 7UDQVDFWLRQV�→�%DVLF�6HWWLQJV.

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SAP AG 2004

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At the conclusion of this exercise, you will be able to:

• Classify an opportunity as a transaction type in Customizing according to the requirements specific to your company

• Create an opportunity by using elements of a sales methodology

You have identified new opportunities to sell your products to new customers. You want to store information relevant for your sales force in the system using opportunity management.

1-1 Create a new RSSRUWXQLW\ transaction type and tailor it to your needs. When your Customizing settings are made, test your newly created opportunity type.

1-1-1 In Customizing, maintain a special priority, 3ULR���, for opportunities that you can later assign to relevant documents. Use the data in the following table.

* URXS 1̃ U� 3ULRULW\� * URXS 1̃ U� 3ULRULW\���� $� ��� &���� %� ��� /���� &� ��� 0���� '� ��� 1���� (� ��� 2���� )� ��� 3���� *� ��� 4���� +� ��� 5���� ,� ��� 6���� <� ��� 7�

1-1-2 Set up a new origin, =��,�with the description 6DOHV�&DOO��� (both short and long text) for opportunities.

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© SAP AG CR300 5-28

1-2 You should set up the new transaction type for your opportunity, =2��, in such a way that you can also use elements of a sales methodology. The sales cycle for business from new customers should be used, along with the sales assistant and a questionnaire.

1-2-1 In the first step, copy the transaction type 2337 and enter the following data for your new transaction type:

Trans.Type: =2�� Name: ##2SSRUWXQLW\�Description: 2SSRUWXQLW\�*URXS����

After choosing &RS\�DV«, you must confirm the copy procedure by choosing (QWHU.

1-2-2 Assign an action profile to transaction type =2�� that supports the use of the sales assistant.

The following settings are made on the Customizing Header level of the transaction type.

You have to navigate using the structure on the left. Select your entry ZO##, and double-click $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�&DWHJRULHV. Select transaction category 2SSRUWXQLW\�and double-click &XVWRPL]LQJ�+HDGHU.

1-2-3 Link the sales cycle for business from new customers with opportunity =2��.

1-2-4 Assign opportunity group 1HZ�&XVWRPHUV to transaction type =2��.

1-2-5 Assign the questionnaire 6WDQGDUG�to transaction type =2��.

1-3 Set up item category determination in such a way that item category 2337�is determined for sales items in the new transaction type =2��.

1-3-1 Branch to item category determination in Customizing and store the following new entry: =2�� Item category group: 6WDQGDUG�LWHP��1250��Item category usage: �EODQN!�Main�item category: �EODQN!�Item category: 2337

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© SAP AG CR300 5-29

1-4 Create an opportunity for your newly created transaction type, ��2SSRUWXQLW\ (ZO##), to test your settings.

1-4-1 Enter the following data:

Description: 7HVW�RI�2SSRUWXQLW\����Sales prospect: ��0HJDVWRUH�Closing date: (QG�RI�WKH�\HDU

1-4-2 Which 6DOHV�&\FOH�is used for this opportunity? Take a look at the phases and choose phase ,GHQWLI\�RSSRUWXQLW\.

1-4-3 Classify your opportunity. The 2ULJLQ�should be 6DOHV�&DOO��� and 3ULRULW\�should be 3ULR���. 2SSRUWXQLW\�*URXS 1HZ�&XVWRPHUV was set by default due to your settings from 1-2-4.

1-4-4 As a product for your opportunity, enter +7����� with quantity ���� pieces. The system determines the item category 2337 for this product.

1-4-5 Trigger two follow-up activities using the sales assistant. Choose *DWKHU�,QIRUPDWLRQ�RQ�&XVWRPHU�and 2EWDLQ�DQG�3UHSDUH�9LVLW.

1-4-6 2SWLRQDO���Fill in the assessment questionnaire with answers from the multiple choice selection and save the form. On the 'HWDLOV tab page, check the chances of success that have been calculated by the system.

1-4-7 Save the opportunity and note the number.

_______________________________________________________________

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1-1 Create a new 2SSRUWXQLW\ transaction type and tailor it to your needs. When your Customizing settings are made, test your newly created opportunity type.

1-1-1 In Customizing, maintain a special priority, 3ULR���, for opportunities that you can later assign to the relevant documents.

Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�5HIHUHQFH�,0*.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�6HWWLQJV�IRU�2SSRUWXQLWLHV�o��'HILQH�2SSRUWXQLW\�*URXS��3ULRULW\�DQG�2ULJLQ�o�'HILQH�3ULRULWLHV�IRU�2SSRUWXQLWLHV. Choose 1HZ�(QWULHV and enter the following:

Priority: &KRRVH�FRUUHVSRQGLQJ�WDEOH�HQWU\

Description: 3ULR���

Description: 3ULRULW\�*URXS���

Save your entry and go back two steps.

1-1-2 Execute the IMG activity 'HILQH�2ULJLQ�IRU�2SSRUWXQLWLHV. Choose 1HZ�(QWULHV and enter the following:

Origin: =��

Description (short): 6DOHV�&DOO���

Description (long): 6DOHV�&DOO�*URXS���

Save your entry and go back two steps.

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© SAP AG CR300 5-32

1-2 You should set up the new transaction type for your opportunity, =2��, in such a way that you can also use elements of a sales methodology. The sales cycle for business from new customers should be used, along with the sales assistant and a questionnaire.

1-2-1 In the first step, copy the transaction type.

In Customizing, go to &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o 'HILQH�7UDQVDFWLRQ�7\SHV�and execute this activity.

Use the 3RVLWLRQ« button or scroll down to entry 2337.

Select this entry by choosing the 6HOHFW button or use F8.

Choose &RS\�DV«.

Enter the following data:

Transaction Type/Description (short) =2�������2SSRUWXQLW\

Description: 2SSRUWXQLW\�*URXS����Choose (QWHU and confirm the dialog box.

1-2-2 Assign an action profile to transaction type =2�� that supports the use of the sales assistant.

Display the details of your transaction type ZO##. To do this, you can:

o Select the new entry and choose 'HWDLOV o Double-click the new entry (don’t use the button in front!)

o Press F2

Enter the following data:

Action Profile: 23325781,7<B6$/(6B$66,67$17

1-2-3 Link the sales cycle for business from new customers with opportunity =2��.

Select $VVLJQPHQW�RI�%XVLQHVV�7UDQVDFWLRQ�in the dialog structure on the left.

Select 7UDQVDFWLRQ�&DWHJRU\�2SSRUWXQLW\.

Double-click &XVWRPL]LQJ�+HDGHU. Enter the following data:

Sales Cycle: 1HZ�&XVWRPHU 1-2-4 Assign opportunity group 1HZ�&XVWRPHUV to transaction type =2��.

Opport. Group: 1HZ�&XVWRPHU 1-2-5 Assign the questionnaire 6WDQGDUG�to transaction type =2��.

Assessment: 67$1'$5'��Save your entries and go back to the IMG root structure.

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© SAP AG CR300 5-33

1-3 Set up item category determination in such a way that item category 2337�is determined for sales items in the new transaction type =2��.

1-3-1 Branch to item category determination in Customizing.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ.

Execute this IMG activity and choose 1HZ�(QWULHV. Enter the following data:

Trans. Type: =2��

Item Cat. Group: 6WDQGDUG�,WHP�Item Cat. Usage: �EODQN!

Main item cat. �EODQN!

Item category: 2337

Save this entry and go back to the SAP Menu.

1-4 Create an opportunity for your newly created transaction type, ��2SSRUWXQLW\ (ZO##), to test your settings.

1-4-1 3&�8,� Top-level navigation� $FTXLVLWLRQ

Sub-tab: 2SSRUWXQLWLHV. Select the button 1HZ� Choose ��2SSRUWXQLW\ from the value-help selection and enter the following:

Sales prospect: ��0HJDVWRUH Description: 7HVW�RI�2SSRUWXQLW\���

Closing Date: (QG�RI�WKH�\HDU Choose (QWHU�and confirm any partner/address-related dialog box.

6$3�*8,��Choose 6$3�0HQX o�6DOHV�o�0DLQWDLQ�2SSRUWXQLWLHV. Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH«.

Choose your newly created ��2SSRUWXQLW\�and enter the following:

Description: 7HVW�RI�2SSRUWXQLW\���

Sales prospect: ��0HJDVWRUH Closing Date: (QG�RI�WKH�\HDU Choose (QWHU�and confirm any partner/address-related dialog box.

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© SAP AG CR300 5-34

1-4-2 Which 6DOHV�&\FOH�is used for this opportunity? Take a look at the phases and choose phase ,GHQWLI\�RSSRUWXQLW\.

3&�8,��If you are not already in detail view, choose *R�WR�o�'HWDLOV� Sales Cycle: 1HZ�&XVWRPHU 6$3�*8,��Sales Cycle: 1HZ�&XVWRPHU Phase: ,GHQWLI\�RSSRUWXQLW\

1-4-3 Classify your opportunity. The 2ULJLQ�should be 6DOHV�&DOO��� and 3ULRULW\�should be 3ULR���. 2SSRUWXQLW\�*URXS 1HZ�&XVWRPHUV was set by default due to your settings from 1-2-4.

3&�8,� Priority: 3ULR����Origin: 6DOHV�&DOO���

6$3�*8,� Origin: 6DOHV�&DOO���

Priority: 3ULR���

1-4-4 As a product for your opportunity, enter +7����� with quantity ���� pieces. Note that item category 2337 is determined.

3&�8,��Go to the 3URGXFWV�tab.

Select $GG�(QWU\ and enter the following:

Product: +7������Quantity: ����

6$3�*8,� Go to the 3URGXFWV�tab.

Enter the following data: Product: +7�����

Quantity: �����

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© SAP AG CR300 5-35

1-4-5 Trigger two follow-up activities using the sales assistant. Choose *DWKHU�,QIRUPDWLRQ�RQ�&XVWRPHU�and 2EWDLQ�DQG�3UHSDUH�9LVLW. 3&�8,��Choose the 6DOHV�$VVLVWDQW�tab.

Select *DWKHU�,QIRUPDWLRQ�RQ�&XVWRPHU and choose $FWLYDWH.

Select 2EWDLQ�DQG�3UHSDUH�9LVLW�and choose $FWLYDWH.

6$3�*8,� Choose the 6DOHV�$VVLVWDQW�tab.

Select *DWKHU�,QIRUPDWLRQ�RQ�&XVWRPHU and choose $FWLYDWH�$FWLRQ.

Select 2EWDLQ�DQG�3UHSDUH�9LVLW�and choose $FWLYDWH�$FWLRQ.

1-4-6 2SWLRQDO���Fill in the assessment questionnaire with answers from the multiple choice selection and save the form. On the 2YHUYLHZ tab page, check the chances of success that have been calculated by the system.

3&�8,��Choose the $VVHVVPHQWV�tab.

6$3�*8,��Choose the $VVHVVPHQWV�tab.

Select any answer(s) and choose 6DYH. Note that the calculated percentage is visible on the 'HWDLOV�tab.

1-4-7 Choose 6DYH�

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© SAP AG CR300 5-36

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SAP AG 2004

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� The document flow displays the links within a business transaction. It also shows documents that are linked together in the system.

� When processing business transactions, you can display the document flow for a single selected transaction. This gives you an overview of the documents that are linked to the current transaction. This allows you to see, for example, to which transactions a particular standard order relates.

� A typical document flow may consist of a task, a quotation, and a sales order. If you were to display this document flow by branching to it from the quotation, the task would be a preceding document, and the sales order would be a follow-up document.

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� In copying control for transaction types, you can make settings to determine which existing transaction types can be transferred to which other transaction types. The following are some examples: y Lead (LEAD) to Opportunity (OPPT) y Opportunity (OPPT) to Quotation (AG) y Quotation (AG) to Telesales (TA)

� The following examples are, however, excluded: y Opportunity (OPPT) to Returns (CRMR) y Quotation (AG) to Complaints (CRMR)

� You can set details of the copy process in copying control.

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� You can make settings in copying control for copying transaction types and their item categories.

� To make these settings, you need to enter a source transaction type and a target transaction type and set the relevant conditions for this combination.

� In addition, you can specify a copy procedure. Customers with particular requirements for copying control can extend the conditions to fit their needs. It is also possible to write individual data transfer procedures using BAdI methods (Business Add-In methods).

� Copy procedures themselves are maintained in Customizing under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��7UDQVDFWLRQV��%DVLF�6HWWLQJV��&RS\LQJ�&RQWURO�IRU�%XVLQHVV�7UDQVDFWLRQV���%XVLQHVV�$GG�LQ�IRU�&RS\LQJ�&RQWURO��

� You can also use transaction SE18 (BAdI Builder) and BAdI CRM_COPY_BADI.

� The procedure for item categories is similar to that for transaction types.

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� If QR�entry is found for copying control in this table, the item category is found in the target transaction using normal item category determination.

� Here, you can find a particular item category determination that is executed during copying. The target item category is found based on the item category in the source transaction and the transaction type of the target transaction. Therefore, the transaction type of the source transaction is not relevant for item category determination.

� ([DPSOH� You use two item categories (ZAG1 and ZAG2) in a single quotation. When creating a follow-up transaction of type sales order, you would like to automatically use corresponding item categories ZTA1 and ZTA2.

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� &RS\LQJ�The system creates a copy of the currently called-up transaction and displays it for processing. When saving the copied transaction, the document flow is not updated; that is, the copied transaction has no connection to the reference document. Select this procedure when no reference is to be created between the source and target transactions. The source transaction is used as the data template for the target transaction.

� )ROORZ�XS�7UDQVDFWLRQ�The system copies the data from the current transaction and the target transaction is displayed. If there are items available in the transaction (for example, in a sales transaction or a service transaction), you can choose which items should be transferred from the source transaction to the target transaction. The document flow is then updated; that is, the link between the transactions is documented. You can create a sales order with reference to a quotation, for example. In this way, you can recognize the link between both transactions and any possible differences between them after the quotation has been completed.

� You can also create a follow-up transaction with reference to a number of transaction documents. Here, the header data is transferred from the first transaction, and the item data from all transactions is collected and transferred to the ,WHP�6HOHFWLRQ tab page. To do this, use the locator.

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&RS\�,WHP�1XPEHU� Specifies whether the system should copy the item numbers from the source transaction to the target transaction

� &RPSOHWH�5HIHUHQFH� Specifies whether a source transaction should be completely copied

� &RS\LQJ�5RXWLQH� Using a Business Add-In implementation (CRM_COPY_BADI), you can specify specialties when copying documents

� &RS\�3ULFH�$JUHHPHQWV� Specifies whether price agreements are copied

� &RS\�32�GDWD� Specifies whether the system should copy the purchase order data from the source transaction to the target transaction

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� 5H�([SORGH�6WUXFWXUH�)UHH�*RRGV� Specifies whether the system should copy the component structure/free goods

� )L[LQJ� Specifies whether it is possible to change item configuration in target item

� *HQHUDWH�'DWD� Specifies whether the product master data should be redetermined

� &RS\�6XUYH\� Specifies whether a survey is copied into the target item

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At the conclusion of this exercise, you will be able to:

• Describe copying control for transaction types and item categories in CRM, and implement and test copying control

• Create business transactions as copies or as follow-up transactions of already existing transactions

You want to use a special opportunity you created in a previous exercise as a basis for creating additional business transactions, such as quotations or sales orders. To do this, you must be able to describe copying control in CRM and make the necessary entries.

1-1 To be able to productively use the transaction type =2������2SSRUWXQLW\�, that is, to be able to create follow-up transactions or copies of the opportunity, you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

1-1-1 Generate a quotation with transaction type�$*��4XRWDWLRQ�o�2UGHU� as a follow-up document from ��2SSRUWXQLW\. Does the system allow you to do this?

____________________________________________________________

Why or why not?

____________________________________________________________

1-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type =2�� to the target transaction type $*. If this is not the case, you must make the required entry yourself, by choosing (QWULHV and filling the 6RXUFH�7UDQVDFWLRQ�7\SH and�7DUJHW�7UDQVDFWLRQ�7\SH fields with the relevant information.

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1-1-3 You used item category 2337 for the transaction type =2�� �##2SSRUWXQLW\�. For the transaction type $* �4XRWDWLRQ�o�2UGHU�, one of the corresponding item categories is $*1. Check, in copying control for item categories, whether the required entry is present in Customizing. Is the entry present?

____________________________________________________________

1-1-4 Generate a transaction with transaction type�$*��4XRWDWLRQ�o�2UGHU� as a follow-up document from ��2SSRUWXQLW\��=2���. Does the system now allow you to do this?

____________________________________________________________

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1-1 To be able to productively use the transaction type =2������2SSRUWXQLW\�, that is, to be able to create follow-up transactions or copies of the opportunity, you must make or check the required entries for transaction types and item categories (on header and item level) in copying control.

1-1-1 Generate a quotation of type�4XRWDWLRQ�o�2UGHU �$*��as a follow-up document from ��2SSRUWXQLW\. Does the system allow you to do this?

________________________________________________________________

Why or why not?

3&�8,��Top-level navigation: $FTXLVLWLRQ

Sub-tab: 2SSRUWXQLWLHV. Choose 1HZ� Choose ��2SSRUWXQLW\ from the value-help selection.

Enter the following data:

Sales prospect: ��0HJDVWRUH

Description: )ROORZ�XS�SRVVLEOH"

Choose (QWHU�and confirm any partner/address-related dialog box.

Choose )ROORZ�XS�$FWLYLW\.

Note that the &UHDWH�4XRWDWLRQ option is inactive! The system does not allow you to create a follow-up document of type TXRWDWLRQ since you have not yet maintained copying control.

6$3�*8,��Choose 6$3�0HQX o�6DOHV�o�0DLQWDLQ�2SSRUWXQLWLHV and open your opportunity using %XVLQHVV�7UDQVDFWLRQ�o�2SHQ�%XVLQHVV�7UDQVDFWLRQ. Enter the number you noted earlier.

Choose &UHDWH�)ROORZ�XS�7UDQVDFWLRQ or choose %XVLQHVV�7UDQVDFWLRQ�o�)ROORZ�8S�7UDQVDFWLRQ.

Note that there is no entry in 6DOHV�o�4XRWDWLRQ! The system does not allow you to create a follow-up document of type TXRWDWLRQ since you have not yet maintained copying control.

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1-1-2 In Customizing for copying control for transaction types, check whether the relevant entry is present for copying the source transaction type =2�� to the target transaction type $*.

If this is not the case, you must enter the required entry yourself, by choosing 1HZ�(QWULHV and filling the 6RXUFH�7UDQVDFWLRQ�7\SH and�7DUJHW�7UDQVDFWLRQ�7\SH fields with the relevant information.

Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Go to the 6$3�5HIHUHQFH�,0*.�Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�&RS\LQJ�&RQWURO�IRU�%XVLQHVV�7UDQVDFWLRQV�o�'HILQH�&RS\LQJ�&RQWURO�IRU�7UDQVDFWLRQ�7\SHV. Search for your transaction type, =2��, using 3RVLWLRQ��Nothing is found in the table because no entry has been made yet.

Create a new entry by choosing 1HZ�(QWULHV. Source transaction type: =2������2SSRUWXQLW\��Target transaction type: $*��4XRWDWLRQo�2UGHU��Save your settings and go back two steps.

1-1-3 You used item category 2337 for the transaction type =2�� �##2SSRUWXQLW\�. For the transaction type $* �4XRWDWLRQ�o�2UGHU�, one of the corresponding item categories is $*1. Check, in copying control for item categories, whether the required entry is present in Customizing. Is the entry present?

Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Go to 6$3�5HIHUHQFH�,0*.�Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�&RS\LQJ�&RQWURO�IRU�%XVLQHVV�7UDQVDFWLRQV�o�'HILQH�&RS\LQJ�&RQWURO�IRU�,WHP�&DWHJRULHV.�In this case, you will find the entry 2337�o�$*1.

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1-1-4� Generate a transaction with transaction type�$*��4XRWDWLRQ�o�2UGHU� as a follow-up document from ��2SSRUWXQLW\��=2���. Does the system now allow you to do this?

3&�8,��Repeat the steps described in 1-1-1 to again create an opportunity of type ��2SSRUWXQLW\.

In addition, enter product +7������(50 pieces).

Choose the 3URGXFWV�tab and then choose $GG�(QWU\.

Choose )ROORZ�XS�$FWLYLW\.

Note that the &UHDWH�4XRWDWLRQ�option is now active.

Choose &UHDWH�4XRWDWLRQ.

Choose 4XRWDWLRQ�o�2UGHU�from the value-help selection. A new window will pop up.

On the ,WHP�6HOHFWLRQ tab, choose &RS\�to transfer the item. Note that you have the possibility to change the quantity.

Choose 6DYH to save the quotation.

Go to the 'RFXPHQW�)ORZ�tab page. You can see that the quotation has been created with reference to the opportunity.

�6$3�*8,� Choose 6$3�0HQX o�6DOHV�o�0DLQWDLQ�2SSRUWXQLWLHV. Open your opportunity using %XVLQHVV 7UDQVDFWLRQ�o�2SHQ�%XVLQHVV�7UDQVDFWLRQ. Enter the number you noted earlier in Unit 2, Exercise 1-4-7.

Choose &UHDWH�)ROORZ�XS�7UDQVDFWLRQ or choose %XVLQHVV�7UDQVDFWLRQ�o�)ROORZ�8S�7UDQVDFWLRQ.�Now you can see that there is an entry 6DOHV�o�4XRWDWLRQ�o�2UGHU, and that you are able to create a quotation as a follow-up document.

Create the follow-up document 4XRWDWLRQ��2UGHU. On the ,WHP�6HOHFWLRQ tab, check the line items you would like to copy into the quotation and choose &RS\. Note that you have the possibility to change the quantity.

Save the quotation. Note that the 'RFXPHQW�)ORZ�icon is now active.

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� You can use inquiry processing to respond to requests made by prospects for information on specific goods and, in particular, on prices. The prospect contacts the vendor and asks for detailed information on products. You create an inquiry in SAP CRM.

� Inquiry processing is available in CRM Enterprise (SAP GUI), CRM Mobile Sales, and the Interaction

Center WinClient. The CRM People-Centric UI does not have its own application for inquiries. �

The following process takes place in SAP CRM: y Create inquiry

- A prospect makes an inquiry regarding one or several products from your enterprise. You create an inquiry.

y Create activity - You create an activity in order to take up personal contact with the business partner at a

later date, if necessary. y Monitor status of inquiry

- You check regularly whether the status of the inquiry has changed, for example, whether the business partner is interested in a quotation.

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� You can use quotation processing to give your business partner confirmation that you will deliver a specific quantity of products at a specific time, for a specific price. Within the framework of quotation processing, various sales functions are available to the sales employee, as well as special functions for quotations.

� Create quotation (SAP CRM) y You decide to provide the customer with a quotation, and create a quotation in the system. You can

create the quotation with reference to the inquiry. You then create items for the quotation. �

Enter products (SAP CRM) y You enter the products requested by customers.

� Check availability (SAP CRM and SAP APO) y You can check availability of products for every item in the quotation.

� Maintain and determine conditions (SAP CRM) y The system determines the prices and the value of individual items. If necessary, you can process

these. �

Send quotation to customer (SAP CRM) y You can send the quotation either electronically, or in print to the customer.

� Create activity (SAP CRM)

� Monitor status of quotation (SAP CRM) y For example, you can display quotations that are relevant for you according to their validity.

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In business transactions, some functions are used particularly in quotations: �

2UGHU�3UREDELOLW\ The order probability indicates the probability that a sales order will be placed. It aids the calculation of the expected total net value.

� 9DOLGLW\ Validity dates can be determined automatically from the date profile stored for the quotation.

� $OWHUQDWLYH�,WHPV Alternative items allow you to offer the customer not only a particular product at the time the quotation is created, but to offer a variety of similar products.

� $FWLRQV Quotations can be linked with actions. This allows you to make settings to automatically complete a quotation after the validity period has expired, or when the follow-up action &UHDWH�FRQWDFW is triggered.

� $YDLODELOLW\�&KHFN Quotation items can be checked for availability with an individual ATP Profile.

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If a quotation is transferred from SAP CRM to SAP ECC (SAP )R/3, it can only be referenced in SAP ECC (SAP R/3) and no longer in SAP CRM. The document flow is updated on both sides.

� The processing of combined business transactions (quotation and sales order items in one transaction) is not supported. Transfer is only available for business transactions that contain quotation items.

� Quotation items must be intended for copying in Customizing. Scenarios in which a sales order results because of the conversion of a quotation are not covered by this solution. Quotations created in SAP Internet Sales, in particular, cannot be transferred to SAP ECC (SAP R/3).

� In SAP ECC (SAP R/3), completion rule “A” is supported (that is, completion during first reference).

� A middleware parameter QUOTATION_UPLOAD_ACTIVE must be set and a system status (I1055) must be adapted in order to be able to transfer quotations into SAP ECC (SAP R/3).

� 1RWH��Do not adopt the modification from SAP Note 455678 when upgrading to CRM 4.0 >= SP02 7UDQVIHU�IURP�6$3�(&&��6$3�5����WR�6$3�&50��

� If a quotation is transferred from SAP ECC (SAP R/3) to SAP CRM, the quotation cannot be changed in SAP CRM (display only).

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� There are two ways to convert quotation items to order items: y Creating a follow-up transaction y Changing the item status

� Particularly in the case of the call center, it makes sense to change the item status to reduce both the volume of documents and the amount of work needed to create them.

� When creating a follow-up transaction, two separate documents are created. You must make the necessary settings in copying control to use this function.

� If the item status is changed, only one document is created. When changing the status, use the default settings for item categories.

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� On the third level of customizing item categories (Customizing item) special parameters for quotation item categories can be set up.

� 5HOHYDQW�IRU�TXRWDWLRQ�Controls the quotation relevance and the default value for the system status of the item.

� 6XEVHTXHQW�SURFHVVLQJ�Controls how further processing of the quotation should be carried out. The value in this field defines whether the item: y Should be copied to an order item y Should become a contract/order item by resetting the TXRWDWLRQ�status

� 2UGHU�SUREDELOLW\�Used to calculate the expected value in the dynamic cumulated document data, and serves as instrument for pipeline analysis.

� $73�SURILOH�RUGHU�The ATP profile that the system uses for items that have the TXRWDWLRQ�status. The ATP profile, which is set here, is used to call the availability check for quotation items, together with the amounts which are reduces according to the order probability.

� 0XOWLSOH�UHIHUHQFHV�Controls whether multiple references for one quotation are permitted.

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� This parameter indicates whether you want the system to search for and assign an existing quotation when you create a sales order.

� The following settings are available: y 1R�TXRWDWLRQ�GHWHUPLQDWLRQ��Choose this option if you do not want the system to search for

quotations when you create a sales order. ������������������������������������� y ,WHP�OHYHO��DVVLJQ�LPPHGLDWHO\�LI�XQLTXH��Select this setting if you want the system to search for

existing quotations when you create a sales order. If you choose this setting, the system immediately assigns the sales order to the quotation if only one relevant quotation exists. If more than one quotation exists, the system displays a list of quotations from which you select one.

y ,WHP�OHYHO�DOZD\V�ZLWK�VHOHFWLRQ�RSWLRQ��Choose this setting if you would like the system to search for existing quotations if a customer creates a sales order. If you select this setting, the system always displays a list with at least one relevant quotation.

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� Since Release SAP CRM 5.0, it is possible to create a quotation in SAP ECC (SAP R/3) directly from an Opportunity as a follow-up transaction as long as you edit your sales processes in People Centric UI.

� This means you execute your presale activities in SAP CRM and edit follow-up transactions, such as quotation creation and sales order processing, directly in SAP ECC (SAP R/3), using your usual interface and without leaving SAP CRM. You can execute quotation and order processing in SAP ECC (SAP R/3) and also use the integrated SAP CRM.

� This function especially supports sales employees that mainly work in SAP CRM and only rarely in SAP ECC (SAP R/3), and that do not require all the functions that SAP ECC quotation and order management offers.

� The creation of an order in SAP ECC (SAP R/3) from an opportunity is only supported if you have set a copy control across the systems for transaction types in Customizing.

� In addition, parameter ERP_SALES_DOCUMENTS_IN_PCUI has to be assigned in the communication settings during the definition of RFC Destinations (transaction SM59).

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At the conclusion of this exercise, you will be able to:

• Create a quotation and check quotation-specific information.

• Complete a quotation.

• Search for quotations

Within the sales cycle, it is one of your tasks to create quotations. Customers receiving a quotation either accept or reject that quotation. Therefore, you want to make yourself familiar with the quotation status and how it changes. Finally, you want to select quotations that belong to you.

1-1 Create a quotation and take a look at quotation-specific features and functions.

1-1-1 You would like to create a quotation of type 4XRWDWLRQ��o�2UGHU� for customer ��0HJDVWRUH and offer � SLHFHV of product +7�����.

1-1-2 How long is this quotation valid? Can you change the validity period? _______________________________________________________________

_______________________________________________________________

1-1-3 You would like to attach a document (for example, a Word-Document) to this quotation. How can you do this?

_______________________________________________________________

1-1-4 Are you able to print the quotation?

_______________________________________________________________

1-1-5 Check the expected product value. Can you derive the amount of this value?

_______________________________________________________________

1-1-6 You would like to give a 5 % discount to make the quotation more attractive. How can you do this?

_______________________________________________________________

Save the quotation and note the number.

_______________________________________________________________

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© SAP AG CR300 7-14

1-2 2SWLRQDO: Completion of quotations:

After creating one or more quotations, it is important to know how or when a quotation is completed.

1-2-1 Give three examples of when a quotation should be completed.

The customer does or does not accept the quotation. What would you do with the quotation?

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

1-2-2 Try one of the proposed answers using the quotation you created in the exercise above.

1-3 Selecting and finding quotations: You would like to take a look at all quotations where you are the responsible employee. How can you select these quotations?

In the PC UI, check the $GYDQFHG�6HDUFK.

In SAP GUI, use the /RFDWRU.

Use appropriate search criteria.

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1-1 Create a quotation and take a look at quotation-specific features and functions.

1-1-1 Create a quotation of type 4XRWDWLRQ��o�2UGHU�.

3&�8,��Top-level navigation�� 6DOHV Subtab� 4XRWDWLRQV� Choose 1HZ� Choose 4XRWDWLRQ��o�2UGHU� from the value help selection.

Enter the following data:

Sold-To Party: ��0HJDVWRUH

Product: +7�����

Quantity: �

Choose (QWHU. �6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV� Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�o�4XRWDWLRQ��o�2UGHU�. Enter the following data:

Sold-To Party: ��0HJDVWRUH�Product: +7������Quantity: ��Choose (QWHU.

1-1-2 How long is this quotation valid? Can you change the validity period?

� The quotation is valid two weeks from today. It is possible to change the validity period by entering another 9DOLG�WR date.

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© SAP AG CR300 7-16

1-1-3 You would like to attach a document (for example, a Word-Document) to this quotation. How can you do this?

3&�8,��Choose the $WWDFKPHQWV�tab.

Now choose $GG→ 'RFXPHQW�and then %URZVH��� to find the file in the file system. Enter the name for the file ($GG�ZLWK�1DPH) and confirm with $GG�'RFXPHQW.

6$3�*8,��Choose the 'RFXPHQWV tab. Choose ,PSRUW�'RFXPHQW, find the appropriate file in the file system, and confirm by choosing 6DYH.

1-1-4 Are you able to print the quotation?

Yes, it is possible to print the quotation.

3&�8,��Choose the 3ULQW�button.

6$3�*8,��Choose 7RROEDU�and choose 3ULQW�4XRWDWLRQ�0DQXDOO\��3ULQW�.�

1-1-5 Check the expected product value. Can you derive the amount of this value?

3&�8,��The ([SHFWHG�3URGXFW�9DOXH�and 2UGHU�3UREDELOLW\ fields are not displayed by default. Please refer to the SAPGUI section.

6$3�*8,��Choose the 3ULFHV�tab. The expected product value is ������� 86'. The value is derived from the net value 86'�������� multiplied with the order probability of ����� You can find the order probability in the item details on the *HQHUDO tab.

1-1-6 You would like to give a 5 % discount to make the quotation more attractive. How can you do this?

3&�8,��Choose the 3ULFHV�tab. Choose $GG�(QWU\ and enter &RQGLWLRQ�7\SH +$�� with 5DWH ±� (minus five). Confirm the data.

6$3�*8,��Choose the &RQGLWLRQV tab. Choose $SSHQG�5RZ. Enter &RQGLWLRQ�7\SH +$���and 5DWH ±��(minus five). Confirm the data.

Save the quotation.

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© SAP AG CR300 7-17

1-2 2SWLRQDO: Completion of quotations:

After creating one or more quotations, it is important to know how or when a quotation is completed.

1-2-1 Give three examples of when a quotation should be completed.

a) A quotation is completed when one or more follow-up documents (for example, sales orders) are created and every item in the quotation is referenced at least once.

b) A quotation is completed when every quotation item is rejected.

c) A quotation can be completed when the validity period is reached.

d) A quotation can be completed by manually setting the status &RPSOHWHG.

1-2-2 Try one of the proposed answers using the quotation you created in the exercise above.

3&�8,��a) Choose the button )ROORZ�XS�$FWLYLW\�o�&UHDWH�2UGHU In the value help selection, choose 7HOHVDOHV. A new window will be open.

&RS\ the item and 6DYH the Telesales order.

b) Change the quotation. Choose the 6WDWXV tab and then 5HMHFW. Choose any reason.

c) Change the quotation. Set the 9DOLG�7R date to today. Go to the 6FKHGXOHG�$FWLRQV�tab page. Choose &RPSOHWH�4XRWDWLRQ�and ([HFXWH�the action using the appropriate button (this is usually done via a selection report and not manually!).

d) Change the quotation. Manually add the status &RPSOHWHG�on the 6WDWXV�tab.

6$3�*8,��a) Choose &UHDWH�)ROORZ�XS�'RFXPHQW to create a 7HOHVDOHV order. Check the line item and choose &RS\.

Save the sales order and, using the %DFNZDUGV icon (blue arrow to the left), take a look at the quotation status. It is &RPSOHWHG.

b) Change the quotation. Expand the item details and set a reason for rejection on the 6WDWXV�tab.

c) Change the quotation. Set the 9DOLG�7R date to today. Choose the $FWLRQV tab and take a look at the action &RPSOHWH�4XRWDWLRQ. Choose &RPSOHWH�4XRWDWLRQ and ([HFXWH it (this is usually done through a selection report and not manually!).

d) Change the quotation. Set the status &RPSOHWHG manually on either the *HQHUDO or the 6WDWXV tab.

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© SAP AG CR300 7-18

1-3 Selecting and finding quotations:

1-3-1 You would like to take a look at all quotations where you are the responsible employee. How can you select these quotations?

3&�8,��Choose button *R�WR�o�/LVW Open the $GYDQFHG�6HDUFK.

a) Search for transactions with the following criteria:

Trans.Type: 4XRWDWLRQ��o�2UGHU� Partner function: (PSOR\HH�5HVSRQVLEOH Partner: ��������3HUU\�-RKQVRQ��b) Search for Transaction Belonging to 0H.

�6$3�*8,��a) Use the 6HDUFK�within the /RFDWRU. Search: 4XRWDWLRQ��RU�6DOHV� By: *HQHUDO Employee resp.: &50���

Trans.Type: 4XRWDWLRQ��o�2UGHU� Choose 6WDUW. b) Use the :RUNOLVW within the /RFDWRU. Belonging to: 0H

TransCategory: 6DOHV

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� Sales orders in CRM can be created via: y Interaction Center Web Client; Interaction Center Win Client y Portal y Internet Sales (E-Commerce) y SAP ERP y Direct creation in CRM y Mobile Sales (laptop) y Handhelds

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© SAP AG CR300 8-4

SAP AG 2004

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� You can use sales order processing to create and process a sales order and to trigger subsequent logistics processing in SAP ERP. A sales order is a customer’s binding request to an enterprise to deliver a specific quantity of products, or to provide a service at a specific time. A sales organization accepts the sales order, and thus becomes responsible for fulfilling the contract. �

Sales order processing consists of the following steps: y Create sales order (SAP CRM) y Enter products (SAP CRM) y Check availability, schedule order and create requirements (SAP CRM and SAP APO) y Maintain and determine conditions (SAP CRM) y Perform credit check (SAP CRM and SAP ERP) y System replicates sales order (SAP CRM) y System receives sales order (SAP ERP) y Send order confirmation to customer (SAP CRM) y Monitor status of order (SAP CRM)

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© SAP AG CR300 8-5

SAP AG 2004

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� You use outbound delivery processing to support all shipping activities, such as picking, packing, transport, and goods issue. All information regarding shipping planning is stored in outbound delivery, the status of shipping activities is monitored, and data gathered during the course of shipping processing is recorded. By creating an outbound delivery, shipping activities are started and data that is generated during shipping processing is transferred. �

Outbound delivery takes place in SAP ERP. � 3UHUHTXLVLWH��You have created a sales order in SAP CRM, and it has been replicated to SAP ERP.

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SAP AG 2004

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� You use the billing process to create customer invoices in SAP CRM. One or more billing due list items are transferred to a billing document. You can create the billing document with reference to the delivery or to the sales order. It is also possible to create billing documents with reference to contracts. You enter the relevant settings in Customizing. �

3UHUHTXLVLWH��The goods ordered by the customer have been delivered. � Billing can be executed in either SAP CRM or SAP ERP.

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© SAP AG CR300 8-7

SAP AG 2004

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� You can use this business process to analyze sales quotations and sales orders. This enables you to monitor the sales transactions that have taken place in your organization at a detailed level. �

The process consists of the following steps: y System provides sales quotation data (SAP CRM) y System provides sales order data (SAP CRM) y System updates sales information (SAP BW) y Monitor top five quotations (SAP BW)

- You can use the 7RS�)LYH�4XRWDWLRQV�analysis (query 0CRM_QUTO_Q0001) to view the details of the most valuable quotations in your sales organization.

y Track quotation status (SAP BW) - You can use the 4XRWDWLRQ�7UDFNLQJ�analysis (query 0CSAL_C05_Q0002).

y Monitor best-selling products (SAP BW) - You can use the %HVW�6HOOLQJ�3URGXFWV�analysis (query 0CSAL_C03_Q008) to see which are the

most popular products across all business transactions. y Monitor incoming sales orders (SAP BW)

- You can use the ,QFRPLQJ�2UGHUV�analysis (query 0CSAL_C03_Q0001).

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© SAP AG CR300 8-8

SAP AG 2004

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+HDGHUGeneral data that is valid for the complete transaction, such as sold-to party, external reference, transaction type

5HOHYDQW�,WHPVData that is only relevant for the particular item, such as product number, order quantity, net value

6FKHGXOH�/LQHVSub-divide an item according to quantity and delivery date5HTXHVW�6FKHGXOH�/LQH��Required quantity on reqd. delivery date&RQILUPDWLRQ�6FKHGXOH�/LQH��Available quantity from ATP check'HOLYHU\�*URXS�6FKHGXOH�/LQH��Created automatically if the corresponding item is assigned to a delivery group

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� All business transactions have the same basic structure: The work area of all sales transaction types is comprised of the document header and other user-defined document items. The document items can be subdivided into different schedule lines by the user. �

In the transaction header, general data (such as sold-to party and transaction type), which is valid for the entire transaction, is stored. �

Other data, such as product number, order quantity, and net value, is only valid for certain items. Certain data can differ from the header data if special arrangements have been made with the customer for a particular item. �

Schedule lines split up items according to date and quantity.

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© SAP AG CR300 8-9

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� Only sales orders that are complete and without errors, and that do not have a distribution lock, are automatically transferred from CRM Enterprise to SAP ERP. �

During the creation of sales transactions in the Web shop in Internet Sales, the shop is used to create the sales order and the physical document itself is stored in CRM Enterprise (as is the order fulfillment in SAP ERP). The status update on the Internet can only be viewed after successful delivery of the sales order. �

Sales orders that are created over the Internet or in the Interaction Center can be further processed in CRM. Sales orders with errors, as well as orders for which a long text was written in Internet Sales, should be processed in the locator via the :RUNOLVW�tab page. �

In sales transactions, you can also make changes to sales orders if the transfer to SAP ERP has already taken place (dependent on status and availability of the systems). �

The document flow in CRM displays the replicated sales order, as well as subsequent SAP ERP documents (for example, delivery, goods issue).

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� If an exchange has to take place between CRM Enterprise and SAP ERP there must be a transaction type in CRM Enterprise with the same name as a sales document type in SAP ERP. �

The same item categories have to be maintained in both systems. � Furthermore, settings for number range and item number assignment must be matched between CRM Enterprise and SAP ERP. �

You can access the relevant settings within the IMG: y SAP CRM�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→ 7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�7UDQVDFWLRQ�7\SHV�

y SAP ERP: 6DOHV�DQG�'LVWULEXWLRQ�→ 6DOHV → 6DOHV�'RFXPHQWV�→ 6DOHV�'RFXPHQW�+HDGHU�→ 'HILQH�6DOHV�'RFXPHQW�7\SHV���

So that the transfer between CRM Enterprise and SAP ERP can take place, sales transactions must fulfill the following conditions: y The transaction contains at least one item. Header data from business transactions is not transferred

alone. y You have saved the transaction and it does not contain errors. y You have not set the 'LVWULEXWLRQ�/RFN.

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SAP AG 2004

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� Transactions with errors can also be saved in CRM and are available for further processing. � Transfer to SAP ERP is only possible when sales transaction processing is complete. � From the distribution status of the transaction in the CRM system, you can see whether the transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP. �

You can check for successful delivery into SAP ERP by viewing the delivery status in the order in CRM. � After successful billing, the relevant billing status is set and the document flow is updated.

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© SAP AG CR300 8-12

SAP AG 2004

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� You make the settings for the business transaction types in three steps: y Define transaction types

Here, you define important control attributes, such as the leading business transaction type, text determination procedure, partner determination procedure, status profile, the organizational data profile, and the number range assignment.

y Assign business transaction category An business transaction can be assigned to one or several business transaction categories. Only specific combinations of business transaction categories are possible. You choose the additional business transaction categories depending on the leading business transaction. You need to maintain Customizing settings at header level for each business transaction category you assign.

y Customizing at header level� Various settings can be made here, depending on the business transaction category.

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SAP AG 2004

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� You make the settings for the item categories in three levels: y Define item categories

Here, you define important control attributes, such as item object type, text determination procedure, partner determination procedure, status profile, action profile, and the number range assignment.

y Assign business transaction category An item category can be assigned to one or several business transaction categories. Only specific combinations of business transaction categories are possible. You need to maintain Customizing settings for item level in the transaction for each business transaction category you assign.

y Customizing at item level Here, you can set, for example, whether the item is relevant for billing (billing is done in SAP ERP), or whether pricing is active or inactive.

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� Partner processing controls how the system works with business partners in transactions. It ensures the accuracy of partner data in transactions by applying rules specified in Customizing. The system automatically enters certain partners and related information, like addresses. �

When determining organizational data, the system takes the organizational data profile defined in Customizing and the determination rules from this profile. These determination rules specify which fields are taken into account when the system determines organizational data from the document data (for example, business partner number, telephone number). �

Territory Management is defined by attributes to describe its responsibility (like geographical locations, product lines, user-defined attributes etc.). When you create a business transaction in CRM Enterprise (for example, a sales order or an activity), the system can automatically determine the territory based on the employee responsible. �

Date management allows you to process as many dates as you require in a document. You can either enter dates yourself, or, using date rules, have the system calculate dates. In Customizing, you can define date types, durations, and date rules to meet your requirements. �

CRM text determination enables you to maintain different kind of notes and texts in a transaction. � You can use CRM Content Management to link any documents, such as Microsoft Excel or Word files, to business transactions, and to send these documents to business partners via a number of different channels (such as e-mail or fax). The various functions of Content Management are available to you in the business transaction at header and item level.

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� Actions are important for maintaining and improving business relationships. You can schedule and start predefined processes (for example, create follow-up activity, trigger alert) with the Actions component by means of user-definable conditions from transaction documents. �

You can print, fax or email documents in CRM Enterprise by using output determination. The system controls and processes the task based on conditions. �

You can configure products during order entry interactively by assigning values to the characteristics of the product, according to the product options required by the customer. �

All changes that take place in the business transaction at header and item level from its creation can be displayed in the form of list. The system displays changes in individual fields on the user interface (for example, changes to organizational data), as well as changes to a business transaction or to an item (for example, the item was cancelled or released). This function is only available in CRM Enterprise. �

You can archive business transactions that have been created in the CRM System, such as sales orders, activities, and service orders. For this, you have to use the corresponding archiving object. The associated data is copied to external archive files and then deleted from the database. �

The system uses the incompleteness check to determine whether important data is missing in a business transaction. �

You can link documents and copy data from one document to another by creating follow-up documents or copy documents. �

You can send documents and notes to other users, both within and outside of the CRM system (only available in SAP GUI).

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© SAP AG CR300 8-16

SAP AG 2004

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� You can decide at item category level (Customizing) whether or not an item is relevant for CRM Billing. You can also specify the type of billing. �

The following scenarios are available: y Order-related billing

- The complete order quantity is billed. - Used for example for credit memo requests and billing request items.

y Delivery-related billing - The delivered quantity is billed. - Used, for example, for sales orders with deliveries. �

1RWH� The billing relevance of the corresponding SAP ERP item category must be Q or R.

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SAP AG 2004

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© SAP AG CR300 8-18

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© SAP AG CR300 8-19

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At the conclusion of this exercise, you will be able to:

• Create sales orders in CRM

• Explain the document flow in CRM

1-1 Create a sales order and take a look at sales order specific features and functions.

1-1-1 Create a sales order of type 7HOHVDOHV for customer ��0HJDVWRUH and sell � pieces of product +7�����.

1-1-2 Which terms of payment are relevant for this sales order? What is the source for this entry?

_______________________________________________________________

_______________________________________________________________

1-1-3 Maintain a text and choose text type +HDGHU�1RWH.

1-1-4 What is the billing-relevance for the order item? What is the source for this entry?

_______________________________________________________________

_______________________________________________________________

1-1-5 Is it possible to prevent the distribution (to SAP ERP) of this sales order?

_______________________________________________________________

1-1-6 Which item category was determined? Why? Verify this in Customizing.

_______________________________________________________________

1-1-7 Save the sales order and note the number.

_______________________________________________________________

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© SAP AG CR300 8-20

1-2 Order processing in SAP ERP and document flow in SAP CRM:

1-2-1 In SAP ERP, display either of the sales orders that you created.

1-2-2 Create an outbound delivery and save the document.

Choose 6DOHV�'RFXPHQW o�'HOLYHU.�When you get an error message that no schedule lines are due for delivery, go back one step (F3), set the selection date to one year in the future, and confirm with (QWHU.

Note the delivery number:

_______________________________________________________________

1-2-3 In CRM, change the sales order. What is the status of the order? Are you able to change the quantity of the item? What does the document flow looks like? Go back to 'LVSOD\ mode.

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

1-2-4 In SAP ERP, create a transfer order (picking) and post goods issue.

You can do this by changing the delivery in /RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6KLSSLQJ�DQG�7UDQVSRUWDWLRQ�o�2XWERXQG�'HOLYHU\�o�&KDQJH�o�6LQJOH�'RFXPHQW.�Choose )ROORZ�XS�)XQFWLRQ�o�&UHDWH�7UDQVIHU�2UGHU and select %DFNJURXQG�processing with $GRSW�SLFN�TXDQWLW\. = �.

1-2-5 In CRM, change the sales order. How do you know that the delivery was further processed? Go back to 'LVSOD\ mode.

1-2-6 In ERP, create a billing document.

You can do this by changing the delivery in /RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�%LOOLQJ�o�%LOOLQJ�'RFXPHQW�o�&UHDWH.�Save the document.

1-2-7 In CRM, change the sales order. Check document flow and status of the order item.

_______________________________________________________________

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1-1 Create a sales order and take a look at sales order specific features and functions.

1-1-1 Create a sales order of type 7HOHVDOHV. 3&�8,��Top-level navigation� 6DOHV Subtab� 2UGHUV Choose 1HZ� Choose 7HOHVDOHV�from the value help selection.

Sold-To Party: ��0HJDVWRUH

Product: +7�����

Quantity: �

Choose (QWHU.

6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV� Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�o�7HOHVDOHV. Sold-To Party:� ��0HJDVWRUH

Product:� +7�����

Quantity:� �

Choose (QWHU.�

1-1-2 Which terms of payment are relevant for this sales order? What is the source for this entry?

3&�8,��You can find the terms of payment on the tab 6DOHV�'DWD�in 7HUPV�RI�3D\PHQW: 20 days 2 %, 30 days net.

6$3�*8,��You can find the terms of payment on the tab +HDGHU�2YHUYLHZ�in 7HUPV�RI�3D\PHQW:20 days 2 %, 30 days net.

The origin of this value is sales data for the business partner ��0HJDVWRUH (%LOOLQJ tab).

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1-1-3 Maintain a text and choose text type +HDGHU�1RWH.

3&�8,��Choose the $WWDFKPHQWV�tab.

In the 1RWHV area, choose the +HDGHU�1RWH text type. Maintain any text in any language.

6$3�*8,��Choose the 7H[WV tab page. Maintain any text in any language.

1-1-4 What is the billing-relevance for the order item? What is the source for this entry?

3&�8,��This information is not displayed by default. Please refer to the SAPGUI section.

6$3�*8,��Expand the item details and choose the %LOOLQJ�tab; under the %LOOLQJ�5HOHYDQFH tab you can find the entry ([WHUQDO�ELOOLQJ (in this case, it means that billing will be done in SAP ERP).

1-1-5 Is it possible to prevent the distribution (to SAP ERP) of this sales order?

3&�8,��Choose the 6WDWXV�tab. Choose $GG�HQWU\ and choose 'LVWULEXWLRQ�/RFN (you could also set the same status on item level).

6$3�*8,��Yes, it is possible to prevent distribution. Therefore, on the 6WDWXV�tab, set the status 'LVWULEXWLRQ�/RFN on either header or item level.�

It is also possible to set the (header) status 'LVWULEXWLRQ�/RFN�on the *HQHUDO tab. Choose )XUWKHU�6WDWXVHV.

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1-1-6 Which item category was determined? Why? Verify this in Customizing.

� 6$3�*8,��Open a second window (6\VWHP�→�&UHDWH�6HVVLRQ).

Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ.

Choose 3RVLWLRQ�and find:

Process Type 7$

+ +

Item Cat. Group: 1250�(standard item)

= =

Item Category (default) 7$1�(sales item)

1-1-7 Save the sales order and note the number.

Change back to the first session and choose 6DYH. �

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1-2 Order processing in SAP ERP and document flow in SAP CRM:

1-2-1 In SAP ERP, display either of the sales orders that you created.

6$3�*8,��Choose /RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6DOHV�o�2UGHU�o�'LVSOD\.

Enter the number you noted in 1-1-7 and choose (QWHU.

1-2-2 Create an outbound delivery and save the document.

6$3�*8,��Choose 6DOHV�'RFXPHQW o�'HOLYHU. Save the delivery.

1-2-3 In CRM, change the sales order. What is the status of the order? Are you able to change the quantity of the item? What does the document flow look like?

3&�8,��Choose &KDQJH. Choose the 6WDWXV�tab. The status of the order is &RPSOHWHG��Changing the order quantity is not possible, since an outbound delivery was created.

Go to the 'RFXPHQW�)ORZ�tab page. Three entries are displayed: one represents the CRM sales order, one represents the replicated sales order, and the last one represents the ERP outbound delivery.

Close the browser/session.

6$3�*8,��Choose 'LVSOD\�&KDQJH�7UDQV� so that you are again in change mode.

The status of the sales order is &RPSOHWHG. Changing the order quantity is not possible, since an outbound delivery was created.

The document flow lists two entries; one represents the replicated sales order, the other represents the outbound delivery.

�1-2-4 In SAP ERP, create a transfer order (picking) and post goods issue.

Change the delivery in /RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6KLSSLQJ�DQG�7UDQVSRUWDWLRQ�o�2XWERXQG�'HOLYHU\�o�&KDQJH�o�6LQJOH�'RFXPHQW.�Choose )ROORZ�XS�)XQFWLRQ�o�&UHDWH�7UDQVIHU�2UGHU and select %DFNJURXQG�processing with $GRSW�SLFN�TXDQWLW\.� ��.

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1-2-5 In CRM, change the sales order.

How do you know that the delivery was further processed?

3&�8,��Use the Search for 6DOHV�2UGHU�with 7UDQVDFWLRQ�,'.

Enter the sales order number and choose 6WDUW. Go to the 'RFXPHQW�)ORZ�tab page. An additional entry representing the material document is displayed.

6$3�*8,��There are some indicators that show that subsequent processing took place.

The document flow (on header and item level) shows another entry that represents the material document.

The *RRGV�,VVXH�4XDQWLW\�on the *HQHUDO tab is �.

Go back to 'LVSOD\ mode.

1-2-6 In ERP, create a billing document.

You can do this by changing the delivery in /RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�%LOOLQJ�o�%LOOLQJ�'RFXPHQW�o�&UHDWH.�Save the document.

1-2-7 In CRM, change the sales order. Check document flow and status of the order item.

3&�8,��Use the Search for 6DOHV�2UGHU�with Transaction ID.

Enter the sales order number and choose *R.

Go to the Document Flow tab page. An additional entry representing the billing document is displayed.

The 6WDWXV tab on item level shows status ,QYRLFHG.

6$3�*8,��Choose 'LVSOD\�&KDQJH�7UDQV� so that you are again in change mode.

The document flow shows another entry representing the billing document.

The %LOOHG�4XDQWLW\ is 2.

The status on item level shows that the delivery was invoiced.

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SAP AG 2004

6SHFLDO�)XQFWLRQV�LQ�4XRWDWLRQ�DQG�2UGHU�0DQDJHPHQW

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SAP AG 2004

6SHFLDO�)XQFWLRQV�LQ�4XRWDWLRQ��2UGHU�0DQDJHPHQW��8QLW�2EMHFWLYHV

$W�WKH�FRQFOXVLRQ�RI�WKLV�XQLW��\RX�ZLOO�EH�DEOH�WR�� 8VH�DOWHUQDWLYH�SURGXFW�,'V�DQG�SURGXFW�VXEVWLWXWLRQ�ZLWKLQ�VDOHV�

WUDQVDFWLRQV� 'HVFULEH�WKH�SRVVLELOLWLHV�RIIHUHG�E\�SDUWQHU�SURGXFW�UDQJHV� ([SODLQ�IUHH�JRRGV�IXQFWLRQDOLW\� 8VH�DYDLODELOLW\�FKHFN�ZLWKLQ�VDOHV�WUDQVDFWLRQV� 'HVFULEH�WKH�SURFHVV�RI�FUHGLW�FKHFNV� ([SODLQ�WKH�H[SORVLRQ�RI�VWUXFWXUHG

SURGXFWV� 'HVFULEH�WKH�LQWHJUDWLRQ�ZLWK�EDWFK

SURFHVVLQJ

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SAP AG 2004

3URGXFW�'HWHUPLQDWLRQ

<RX�FDQ�GHWHUPLQH�DQG�VXEVWLWXWH�SURGXFWV�GXULQJ�VDOHV�GRFXPHQW�SURFHVVLQJ�

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3DUWQHU3URGXFW1XPEHU

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3URGXFW�6XEVWLWXWLRQ$OWHUQDWLYH�3URGXFW�,'V

3URGXFW�'HWHUPLQDWLRQ

�

� As of CRM 4.0, you can use both alternative product IDs and product substitution during the processing of a sales transaction. You can enter various keys and descriptions for products, and the system will find the required product. The system can also automatically replace one product with another. In this way, specific sales promotions can be supported, for example, during certain seasons. �

You can enter the following product identifiers for alternative product IDs: y Product ID from CRM system y Product order number (PON) y Global trade item number (GTIN) y Partner product number y Other alternative product IDs of your choice �

Alternative IDs allow you to use an identification that conforms to industry standards. � You decide per transaction type in Customizing whether and which product identifiers can be entered in the document. �

If the system finds multiple possible products, you can select the one you want.

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© SAP AG CR300 9-4

SAP AG 2004

3URGXFW�6XEVWLWXWLRQ

,I�\RX�HQWHU�D�SURGXFW�PDQXDOO\��WKH�V\VWHP�FDQ�DXWRPDWLFDOO\�UHSODFH�LW�ZLWK�DQ�DOWHUQDWLYH�SURGXFW

)RU�H[DPSOH�6HDVRQDO�SURPRWLRQV�RU�GLVFRQWLQXHG�SURGXFWV

7KH�SURGXFW�VXEVWLWXWLRQ�LV�FRQWUROOHG�E\�D�SURGXFW�GHWHUPLQDWLRQ�SURFHGXUH�ZKLFK�\RX�DVVLJQ�WR�D�WUDQVDFWLRQ�W\SH��FRQGLWLRQ�WHFKQLTXH��

,I�WKH�V\VWHP�ILQGV�PXOWLSOH�SRVVLEOH�SURGXFWV��\RX�FDQ�VHOHFW�WKH�RQH�\RX�ZDQW�

�

� The system can automatically replace products that you enter manually; for example, at Easter or Christmas, products with special packaging are sold. If a customer buys these products at the appropriate time, the required product is replaced by the product with the special packaging. If the system finds several suitable products, you can select the one you require. Product substitution is controlled by the product determination procedure that you assign to a transaction type. �

You can define condition records for product substitution in SAP ERP. You also assign the corresponding substitution reasons to the determination materials in the ERP system In addition to the determination materials, the substitution reasons also have to be transferred to CRM. Product substitution can only take place on the basis of the conditions defined in the ERP system. �

Depending on the substitution reason, the substitute product or the ordered product will be displayed in the document. �

Product determination is not available to you in CRM Mobile Sales or in the Interaction Center Web Client. �

Product determination based on product availability is not carried out. This means that if a product is not available, it will not be substituted with one that is available. If you want this to happen, use the rule-based availability check in SAP APO.

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© SAP AG CR300 9-5

SAP AG 2004

3URGXFW�'HWHUPLQDWLRQ��&XVWRPL]LQJ

3URGXFW�VXEVWLWXWLRQ�DQG�DOWHUQDWLYH�LGHQWLILHUV�DUH�FRQWUROOHG�LQ�&XVWRPL]LQJ�E\�WUDQVDFWLRQ�W\SH�

$OWHUQDWLYH�,'�'HWHUPLQDWLRQ

3URILOH�IRU�3URGXFW�6XEVWLWXWLRQ�&RQGLWLRQ�7HFKQLTXH�

�

� The profile for alternative IDs is set in Customizing: &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�3URGXFWV�→ $OWHUQDWLYH�3URGXFW�,'V�→�'HILQH�3URILOH���

You set up product determination or material determination in SAP ERP and download this to SAP CRM (Customizing data as well as condition records). �

You can display the settings for product determination and the substitution reasons in the CRM system. In the Implementation Guide, choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→ 3URGXFW�6XEVWLWXWLRQ. �

You assign the product determination procedure and the profile for alternative ID types in Customizing for business transactions. In the Implementation Guide select &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→ %DVLF�6HWWLQJV�→ 'HILQH�7UDQVDFWLRQ�7\SHV��

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© SAP AG CR300 9-6

SAP AG 2004

(QWHU�$OWHUQDWLYH�3URGXFW�,'V��6WHSV

�� 'HILQH�DQ�DWWULEXWH�IRU�WKH�DOWHUQDWLYH�SURGXFW�,'��� 'HILQH�DQ�DWWULEXWH�IRU�WKH�DOWHUQDWLYH�SURGXFW�,'�

�� &UHDWH�D�VHW�W\SH�DQG�DVVLJQ�WKH�DWWULEXWH��� &UHDWH�D�VHW�W\SH�DQG�DVVLJQ�WKH�DWWULEXWH�

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�� 'HILQH�D�FDWHJRU\�DQG�DVVLJQ�WKH�VHW�W\SH�WR�WKLV�FDWHJRU\�RU�DVVLJQ�WKH�VHW�W\SH�WR�DQ�H[LVWLQJ�FDWHJRU\��

�� 'HILQH�DQ�,'�W\SH�IRU�WKH�DOWHUQDWLYH�SURGXFW�,'$VVLJQ�WKH�VHW�W\SH�DQG�WKH�DWWULEXWH�

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�� 'HILQH�WKH�SURILOH�IRU�DOWHUQDWLYH�,'V��� 'HILQH�WKH�SURILOH�IRU�DOWHUQDWLYH�,'V�

�� $VVLJQ�WKH�SURILOH�WR�WKH�WUDQVDFWLRQ�W\SH��� $VVLJQ�WKH�SURILOH�WR�WKH�WUDQVDFWLRQ�W\SH�

�� 0DLQWDLQ�WKH�DOWHUQDWLYH�SURGXFW�,'�LQ�WKH�SURGXFW�PDVWHU��� 0DLQWDLQ�WKH�DOWHUQDWLYH�SURGXFW�,'�LQ�WKH�SURGXFW�PDVWHU�

�

� Alternative ID types are integrated in the locator in product maintenance, enabling you to search according to your requirements. Alternative IDs are also included in the standard search help, which is used in many processes (data element COMT_PRODUCT_ID). �

Alternative IDs are integrated in the sales transactions for creating and displaying quotations and sales orders, in the product catalog for defining catalogs and displaying products in the catalog (Web shop), in partner/product ranges in the locator and item list, and in product relationships in product maintenance. �

To enter alternative product IDs: 1. Application: 0DVWHU�'DWD�→�3URGXFWV�→�0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV��2. Application: 0DVWHU�'DWD�→��3URGXFWV�→��0DLQWDLQ�6HW�7\SHV�DQG�$WWULEXWHV��3. Application: 0DVWHU�'DWD�→�3URGXFWV�→��0DLQWDLQ�&DWHJRULHV�DQG�+LHUDUFKLHV��4. Customizing: &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�3URGXFWV�→�$OWHUQDWLYH�3URGXFW�,'V�→�'HILQH�,'�7\SHV��

5. Customizing: &URVV�$SSOLFDWLRQ�&RPSRQHQWV�→�6$3�3URGXFW�→�$OWHUQDWLYH�3URGXFW�,'V�→�'HILQH�3URILOHV��

6. Customizing: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�7UDQVDFWLRQ�7\SHV��

7. Application: 0DVWHU�'DWD�→�3URGXFWV�→�0DLQWDLQ�3URGXFWV��

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SAP AG 2004

/LVWLQJ�DQG�([FOXVLRQ��3DUWQHU�3URGXFW�5DQJHV��

$�SDUWQHU�SURGXFW�UDQJH�LV�D�FRPELQDWLRQ�RI�EXVLQHVV�SDUWQHUV�DQG�SURGXFWV�WKDW�LV�YDOLG�LQ�SUHGHILQHG�VFHQDULRV�IRU�D�VSHFLILF�WLPH�/LVWLQJ

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� Partner/product ranges describe a combination of business partners and products that is valid for a specific time period in predefined scenarios (for example, Telesales, Internet Sales), and with which products are offered for sale in specific areas. You can offer customers the exact products and services that are relevant for them. For example, customer 4711 can buy products M201, M202, M205, and R120. �

Each partner/product range has a specific organizational frame, that is, the sales organization in which the combination of products and business partners is valid. �

The system also specifies a scenario (Internet, Mobile, Telesales) in which a specific combination is valid. �

Partner/product ranges also allow you to avoid certain products being sold to certain customers (for example, customer 3815 is not allowed to buy product M208). �

Exclusion is controlled by the exclusion flag for a partner/product range. The exclusion flag indicates that the products contained therein cannot be sold to the listed business partners during the validity period. �

Maintenance of partner/product ranges must be carried out via 0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH�→��0DLQWDLQ�3DUWQHU�3URGXFW�5DQJHV.

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© SAP AG CR300 9-8

SAP AG 2004

3DUWQHU�3URGXFW�5DQJH��$VVLJQPHQWV

3DUWQHU�3URGXFW5DQJH

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$VVLJQPHQW�RI�� 9DOLGLW\�SHULRGV��WLPH�VWDPS�

�

� You can make the necessary settings for partner/product ranges in the Implementation Guide (IMG) via &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→��3DUWQHU�3URGXFW�5DQJH. �

Further use of partner/product ranges (PPRs): y Interaction Center: Product proposals can come from PPRs. After a business partner has been

identified in the Interaction Center, it is possible to display all products that are currently valid for that partner.

y Top n Products: Top n product lists (from Marketing) are created and saved as PPRs. y Contracts: Products in value and quantity contracts are saved as PPRs. y Catalog Views: Catalog views are PPRs, such as customer-specific views for target groups or business

partners in the Web shop.

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© SAP AG CR300 9-9

SAP AG 2004

335�&KHFN�LQ�6DOHV�7UDQVDFWLRQV

,WHP��� 1R�SDUWQHU�SURGXFW�UDQJH�IRXQG,WHP��� 1R�SDUWQHU�SURGXFW�UDQJH�IRXQG

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<RX�FDQ�XVH�WKH�VHDUFK�KHOS�LQ�WKH�3URGXFWV�ILHOG�WR�OLQN�WR�D�VSHFLILF�EXVLQHVV�SDUWQHU�DQG�GLVSOD\�WKH�YDOLG�SURGXFWV��VHDUFK�E\�EXVLQHVV�SDUWQHU��

:LWKLQ�VDOHV�WUDQVDFWLRQV7KH�V\VWHP�WULHV�WR�ILQG�D�335�WKDW�FRQWDLQV�WKH�SURGXFWV��EXVLQHVV�SDUWQHUV��DQG�YDOLGLW\�SHULRG� ,I�QR�335�LV�IRXQG��RU�LI�WKH�SURGXFW�LV�H[FOXGHG�LQ�WKH�335��WKH�V\VWHP�DEDQGRQV�LWV�VHDUFK�DQG�GLVSOD\V D�FRUUHVSRQGLQJ�PHVVDJH�

(This is only available in the SAP GUI)

�

� Partner/product ranges are used in a check in sales transactions. During the check, the system attempts to find a partner/product range in which the product item, the sold-to party, and the check date are maintained. If no partner/product range is found, the system abandons its and displays a message. �

You can use the search help in the 3URGXFWV field in the item overview for the sales transaction to link to a specific business partner and display the valid products. This is applicable for PPRs that were created in the maintenance transaction or in contract processing. �

The check can be used by other applications in the background (for example, in Marketing Planner). � To ensure the PPR check is active, you need to make the following settings in Customizing for the partner/product range (,0*��&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�0DVWHU�'DWD�→�3DUWQHU�3URGXFW�5DQJH): y You need to set the &KHFN�335V�LQ�%XVLQHVV�7UDQVDFWLRQV�DQG�$SSOLFDWLRQV�flag�in the activity 'HILQH�*HQHUDO�6HWWLQJV�IRU�3DUWQHU�3URGXFW�5DQJH.

y In the activity 'HILQH�7UDQVDFWLRQ�7\SHV�DQG�$SSOLFDWLRQV�5HOHYDQW�IRU�&KHFN, you need to enter the transaction types and applications for which a check should be carried out.

y In the activity 'HILQH�3DUWQHU�3URGXFW�5DQJH�7\SHV, you must set the ,Q�335�&KHFN flag for the relevant PPR types.

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SAP AG 2004

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� Listings determine which products are valid or invalid for which business partner and for what time periods. �

Listings consist of two parts: of the condition technique for the information in the listing header, and of the Partner/Product Range (PPR) for the information in the listing items. The listing header is a condition record and linked to a PPR containing product information for the listing. Listings combine the functions of condition technique with parts of PPR to create new objects. �

Listing data is used in the following processes, among others: y Listing check (for example, for sales orders or Trade Promotion) y Product suggestion for order entry (for example in the Customer Interaction Center or Internet Sales),

activity reports and account planning � Listings in SAP CRM are available for CRM Enterprise and Mobile Client and are integrated into the listings in SAP ECC. �

Listing condition records in SAP CRM are maintained in: 0DVWHU�'DWD�→�/LVWLQJV�→�0DLQWDLQ�/LVWLQJV � The listing determination is done through the IPC. � Various reports are available for listing analysis in SAP CRM, such as Listed Products by Business Partner, Product Listing Rate by Business Partner

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SAP AG 2004

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� Listing maintenance can be mapped through two different scenarios: y CRM Standalone y ERP Integration �

In the Customizing of SAP CRM, the settings for listings are made in 0DVWHU�'DWD��→�/LVWLQJV�→�6HWWLQJV�IRU�/LVWLQJV. �

In the ERP Integration scenario, the Customizing for condition technique and the condition tables used are loaded from the ERP System. �

You can use adapter object DNL_CUST_CNDALL to execute the Customizing download of the condition technique for the listing. �

Note: As no Delta download is supported for condition technique-usage LI (Listing), you have to switch the maintenance authorization for condition types and condition tables from ERP to CRM. In the ERP System, you make the settings in table MNTCNT (or in the Customizing for ,QWHJUDWLRQ�ZLWK�2WKHU�P\6$3�FRP�&RPSRQHQWV → &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW →�%DVLF�)XQFWLRQV →�'DWD�([FKDQJH�&RQGLWLRQV).

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SAP AG 2004

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� In many industry sectors, it is normal practice to offer free goods upon the sale of a certain amount of another product. This encourages the customer to order large quantities. �

There are two types of free goods: y Inclusive bonus quantity: The customer only pays for a part of the good ordered. The rest is free. y Exclusive bonus quantity: The customer pays for the goods ordered and also receives more goods for

free. The materials delivered as free goods do not have to be the same as the goods ordered. � When creating a sales order, the free goods items are automatically created in accordance with the agreement. The free goods can be displayed as a separate item (sub-item). �

You create a free goods agreement as a condition. You can create conditions when a free good is guaranteed on any level, for example, at customer/product level. �

Pricing can be carried out for a free goods item in the sales order and in the billing document. The free goods item becomes free of charge once the pricing is finished, due to the automatic 100 percent markdown. �

In CRM you have the same range of functions for free goods as in SAP R/3.

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SAP AG 2004

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� You define and assign free goods determination procedures in Customizing: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→��%DVLF�)XQFWLRQV�→��)UHH�*RRGV.��

If you want to create a sub-item for the free goods, you must make the Customizing settings for the item category determination (item category TANN). �

You define the document pricing procedure and the customer pricing procedure in Customizing for Pricing: &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→��%DVLF�)XQFWLRQV�→��3ULFLQJ�→��3ULFLQJ�LQ�WKH�%XVLQHVV�7UDQVDFWLRQ��

Application maintenance of condition records for free goods can be done via 0DVWHU�'DWD�→�3ULFHV�DQG�&RQGLWLRQV�→��0DLQWDLQ�&RQGLWLRQV. �

It is possible to transfer Customizing data and conditions records from SAP R/3 to SAP CRM.

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SAP AG 2004

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� If you use SAP Advanced Planner and Optimizer (SAP APO) or SAP ERP for material resources planning, the business transaction in CRM Enterprise can carry out an availability check or obtain availability information using one of these systems. �

The functions are similar to those used when you carry out an availability check using SAP APO. When you carry out an availability check using SAP ERP, the system transfers requirements to production or purchasing, reserves stock, and carries out scheduling for delivery and transportation. �

SAP ERP transfers the results of the availability check back to the business transaction in CRM Enterprise. �

You can use the following processes in SAP ERP in combination with the availability check: transportation and shipment scheduling to determine the material availability date; follow-up activities such as outbound delivery and goods issue; and product allocation �

Within a client, you choose whether to carry out an availability check with SAP APO or with SAP ERP. You create an ATP Profile (any value will do) and enter it in the item category (,0*�→ &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�,WHP�&DWHJRULHV). The functionality in the item category is: SPACE = No ATP check in APO or ERP, ANY entry: ATP check in APO or ERP activated.

…

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© SAP AG CR300 9-15

… � Next step: ,0*�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�$YDLODELOLW\�&KHFN�→�$YDLODELOLW\�&KHFN�ZLWK�6$3�(53�→�0LGGOHZDUH�3DUDPHWHU�� ��$YDLODELOLW\�&KHFN�ZLWK�6$3�(&&: Enter the RFC destination for key = R3A_COMMON and “X=R/36.20” in the &RQWURO�,QIRUPDWLRQ field. Ensure that no “X” is entered for key “CRMAPOATP” in the &RQWURO�,QIRUPDWLRQ field in ,0*�→�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→�$YDLODELOLW\�&KHFN�→�$YDLODELOLW\�&KHFN�ZLWK�6$3�$32�→�'HILQH�0LGGOHZDUH�3DUDPHWHU: $YDLODELOLW\�&KHFN�ZLWK�6$3�$32. �

Refer to the following SAP notes for further information/restrictions: 624992 (Local ATP from CRM: FAQ and 682613 [CRM 4.0: Availability check with SAP R/3]).

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SAP AG 2004

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� Availability check (ATP check) is used to check whether a product can be confirmed in a sales order, based on whether enough stock is available or can be produced or purchased on time. The product is reserved in the required quantity, and ATP requirements are transferred to production or purchasing. �

You can carry out an availability check using different systems and for different scenarios: y Systems:

- SAP Advanced Planner and Optimizer (SAP APO) - SAP ERP - External (non-SAP) systems �

You set the relevant system in Customizing for Customer Relationship Management under %DVLF�)XQFWLRQV�→ $YDLODELOLW\�&KHFN�→�'HILQH�0LGGOHZDUH�3DUDPHWHU: $YDLODELOLW\�&KHFN��,QIRUPDWLRQ. y Scenarios:

- Business-to-Consumer (B2C) Internet Sales - Business-to-Business (B2B) Internet Sales - Procedure Telesales �

You can use user parameter APO_ATP_PARA = 5 to display the delivery proposal screen (SAP APO and SAP ERP), but only for testing purposes and only in SAP GUI.

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SAP AG 2004

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� The credit rating check makes it possible for you to check the credit ratings for your customers through ratings you have stored in the business partner master data for the customer (in the “ Payer” role). You can also use business partner credit ratings from external providers, such as 'XQ��%UDGVWUHHW or 6&+8)$. �

This helps you reduce the risk of lost payments without checking outstanding receivables in your financial administration system, such as SAP ERP. �

A certain business partner rating can trigger the following actions: y Writing of a message to the application log as information for the employee y Setting a user status on header and/or item level y Executing of an own program (BAdI implementation), such as workflow �

When you create a rating profile in customizing you select the required rating process and determine the order in which the system accesses the rating process. �

The credit rating check then checks the rating profile according to the process type of the current order, reads the rating process order and compares the ratings resulting from the rating processes with the ratings that are maintained fro the payer of the order. If ratings are stored for a rating process and a system reaction has been determined for these ratings, the system carries out these reactions (such as order blocks).

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SAP AG 2004

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� 6$3�EXVLQHVV�SDUWQHU�VHWWLQJV� � You have created credit rating procedures with ratings. For these settings, go to Customizing and choose %DVLF�)XQFWLRQV → &UHGLW�0DQDJHPHQW�→ 'HILQH�&UHGLW�5DWLQJ�3URFHVVHV. �

%XVLQHVV�3DUWQHU�0DVWHU�'DWD � You have maintained ratings in the business partner master data for the role “ payer” . � 6HWWLQJV�IRU�&UHGLW�0DQDJHPHQW � You have set the system reactions (message, status) to specified ratings. � If you want to trigger a workflow for a specific rating, you have to implement a Business Add-In and assign it to this rating. �

You have created a rating profile and assigned it to the required transaction type. � To make the settings for credit management, go to Customizing for Customer Relationship Management %DVLF�)XQFWLRQV → &UHGLW�0DQDJHPHQW� �

'HILQH�WKH�WUHDWPHQW�RI�UDWLQJV� y In the credit rating check, you can set the automatic user status to the header or item level of the

transaction, depending on the rating of the business partner, and you can output messages containing information about the rating.

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SAP AG 2004

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  You can use credit management to minimize financial risks for your organization. Credit management

makes it possible for you to carry out credit checks in transaction processing, and it forwards documents that are blocked for credit reasons directly to the person responsible to be checked.  

Credit checks are done using a remote function call (RFC) to contact another OLTP system (SAP ERP or another credit management master system).  

The customers’s credit standing is updated based on the business transaction.   The CRM system transfers transactions with the status &UHGLW�&KHFN�2. and &UHGLW�&KHFN�QRW�2. to

the OLTP system because the latter does not count as an error.   Credit management in SAP CRM is limited due to the separation of SAP CRM from a financial

accounting system. It consists primarily of the credit check called up from the OLTP system, and the processing of blocked transactions in workflow.  

Process: • Trigger credit check when saving document or by choosing the &UHGLW�FKHFN�button. • SAP CRM calls up the credit check and sends the necessary information to ERP which returns the

results based on the payer‘s credit standing. • SAP CRM displays an overall credit status in the header, sets credit status at item level, and enters

messages in the application log. • If credit limit is exceeded, the system blocks subsequent processing of documents with status &UHGLW�

&KHFN�QRW�2.. • The blocked documents can be sent via workflow to the employee responsible for clearing them. • The credit release can be initiated from within SAP CRM or from within SAP ERP.

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© SAP AG CR300 9-20

SAP AG 2004

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  Prerequisites for using management functionality: y You must set up the relevant activities in CRM Customizing: ,0*��&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�%DVLF�)XQFWLRQV�→ &UHGLW�0DQDJHPHQW�

y You must set up the relevant credit management setting in ERP Customizing: ,0*��6DOHV�DQG�'LVWULEXWLRQ�→�%DVLF�)XQFWLRQV�→�&UHGLW�0DQDJHPHQW�5LVN�0DQDJHPHQW.

y You must maintain credit management accounts and data in SAP ERP.   In SAP ERP�the fields 5HDFWLRQV�must be set to % or '�in the IMG Activity 'HILQH�$XWRPDWLF�&UHGLW�&RQWURO.  

If you work with SAP ERP as an OLTP system, all item categories within one CRM transaction must have the same credit group assigned because credit management in SAP ERP is based on header level and not item level.

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© SAP AG CR300 9-21

SAP AG 2004

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  Payment card processing allows you to work with payment cards, such as credit cards.   You can enter payment card data in the business partner master data and then enter the data in the sales

document.   In a sales transaction relevant for payment with a payment card, the system carries out an authorization

check with a clearing house.   The settlement with the clearing house is executed in the OLTP system.   Procedure for payment card transaction: y Create a sales transaction in SAP CRM. You can enter payment card data on the 3D\PHQW�)RUP�tab. y The system carries out a preauthorization (depending on Customizing settings) and displays a

message with the results of the check. y Save the process. The system authorizes the payment card transaction with the clearing house. It

checks if the card number, CVV, expiration date, and name and address are valid, and that the transaction amount does not exceed the limit.

y The clearing house sends a result, granting or denying authorization. The system enters the results in the document.

y If the authorization is granted, the document is transferred to the OLTP (SAP ERP). y Shipping, billing, accounting, and settlement with the clearing house is handled in the OLTP.

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SAP AG 2004

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  As of SAP CRM 3.0, all structured articles available in SAP R/3 Retail (sales sets, displays, pre-packs) are available as structured products in SAP CRM.  

The system can carry out single-level explosion of structured products in a business transaction in CRM Online. You enter the header product as the main item, and the system automatically generates sub-items for the component products. The system can carry out pricing, availability check, and transfer of requirements to production or purchasing for: y The header product (the main item), if the product is assembled y The component product (the sub-items), if the product is not assembled  

If you copy a business transaction, you can control: y Whether only the main item is copied; in the new business transaction the structured product is

exploded y Whether the main item and the sub-items are copied to the new business transaction  

You select in the source business transaction which sub-items are to be copied to the new business transaction. This is useful for complaints processing. If, for example a computer mouse does not work, the customer sends back only the mouse, and not the monitor, keyboard, or CPU.

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SAP AG 2004

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5HVWULFWLRQV��  Only single-level structured products can be created in CRM Enterprise. That is, component products cannot be header products for other component products.  

The basic quantity of the header product must be 1 (one). The quantity of the component products must be a multiple of the header product, represented by a whole number.  

Due to the fact that structured products apply to the entire company in CRM Enterprise, bills of material in SAP ERP, which are plant-specific (for example, sales bills-of-material), cannot be represented in CRM Enterprise.

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SAP AG 2004

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  You enter master data for the structured products in CRM Enterprise. You can download master data to CRM Mobile Sales and upload it to SAP ERP.  

You specify whether an explosion (and what type of explosion) takes place in the item category of the main item. In the Implementation Guide for Customer Relationship Management, choose 7UDQVDFWLRQV����%DVLF�6HWWLQJV����'HILQH�,WHP�&DWHJRULHV��In the 6WUXFWXUH�VFRSH�field, select 6LQJOH�OHYHO�H[SORVLRQ�RI�VWUXFWXUHG�SURGXFW.  

Whether the pricing or ATP check takes place for the main item or for the sub-items is controlled by the item category group in the product master record of the relevant products. The item category group is linked to the item category, which specifies whether the ATP and pricing check should take place.

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SAP AG 2004

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  As of SAP CRM 4.0, you can enter batches in the following ways: y You can enter a batch for a product that requires batch handling, for which the product is assigned in

ERP. This is especially useful for extra orders During the availability check, the batch is taken into consideration (ERP availability information or SAP APO), and is transferred to SAP ERP with the order item.

y Batch entry is available in several CRM channels (CRM Enterprise, Mobile Sales, Interaction Center, Internet Sales) and also in the People-Centric UI.

y In CRM Enterprise, in the Interaction Center and in Internet Sales, you can enter batch characteristic values for a product that the SAP ERP system should take into consideration during batch determination. As a prerequisite, the respective product must be flagged as subject to batch handling and classified as such in the ERP system. Batch determination takes place in the ERP system, and only becomes visible in SAP CRM during delivery.  

There is no batch determination in SAP APO and SAP CRM.   Master data for products that must be handled in batches cannot be created in SAP CRM. These products must be transferred from SAP ERP into SAP CRM.  

The following Business Add-Ins exist for batch processing in sales transactions: y BAdI for Existence Check of Batch Numbers (CRM_BATCH_ID_BADI) y BAdI for User-Defined Input Help in Batch Number Field (CRM_BATCH_ID_F4) y BAdI for Adjusting Number of Batch Characteristics in ISA-B2B (CRM_BATCH_ISA_BADI)

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At the conclusion of this exercise, you will be able to:

• Explain how product substitution works

• Describe necessary Customizing settings that are responsible for product substitution to work correctly

• Maintain/display condition records that are relevant for product substitution

Advertising campaigns and promotions are part of your business, and you would like to use product substitution within a standard sales order. When you enter certain product IDs, product substitution takes place and a different product is sold.

1-1 Your customer, ��0HJDVWRUH, would like to order RQH piece of product +7����� and RQH piece of +7�����. Create a 7HOHVDOHV order but do not save it..

1-1-1 What do you notice when entering the above data?

_______________________________________________________________

1-1-2 Where do you find which product number was entered?

_______________________________________________________________

1-1-3 Take a look at the condition records for product substitution in CRM. Are you able to maintain them? What are the substitution reasons?

_______________________________________________________________

1-1-4 Take a look at the condition records for product substitution in ERP. Are you able to maintain them?

_______________________________________________________________

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1-2 You would like to better understand how product substitution works. Therefore, analyze the Customizing settings.

1-2-1 Why is it that product substitution takes place in the 7HOHVDOHV order but not in the 4XRWDWLRQ��2UGHU?

_______________________________________________________________

1-2-2 Where are the Customizing settings maintained that are responsible for product substitution taking place in the 7HOHVDOHV�order?

_______________________________________________________________

1-2-3 Why was only one of two product IDs visibly changed in the 7HOHVDOHV order from exercise 1-1-1?

It has to do with the substitution reason.

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At the conclusion of this exercise, you will be able to:

• Create a free goods condition record

• Create a sales order using free goods functions

• Describe how to do the Customizing settings for free goods

You would like to be able to offer free goods when selling a minimum amount of certain products. There are two options: a) Purchasing 10 pieces of a product leads to an extra piece for free. b) Purchasing 10 pieces includes one piece for free.

2-1 You would like to create a free goods condition record and offer a free product when a minimum of 10 pieces are ordered.

2-1-1 Maintain a free goods condition record that is valid for your customer, ��0HJDVWRUH, in 6DOHV�2UJDQL]DWLRQ 6DOHV�86, 'LVWULEXWLRQ�&KDQQHO ��. When ordering 10 pieces of product +7�����, one piece of the same kind should be an H[WUD free good.

2-1-2 Create a sales order (6DOHV�7UDQVDFWLRQ) and sell nine pieces of +7����� to your customer, ##Megastore. What do you notice?

_______________________________________________________________

2-1-3 Change the order quantity from nine to 10. What do you notice?

_______________________________________________________________

2-2 You would like to better understand how the free goods functions work and, therefore, you take a look at the relevant Customizing settings.

2-2-1 Where do you make general settings for free goods functionality?

_______________________________________________________________

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2-2-2 Which free goods determination procedure is used in the sales transaction order from exercise 2-1-2?

The document pricing procedure is A (standard). This entry is derived from the transaction type TA (telesales). The information can be found in Customizing for the header level.

______________________________________________________________________

2-2-3 Where can the free goods pricing procedure be maintained?

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At the conclusion of this exercise, you will be able to:

• Describe the process flow between SAP CRM and SAP ERP while using credit management

• Explain the relevant Customizing settings in CRM for using credit checks in CRM

You want to use credit management to minimize financial risks for your organization. First you must maintain credit master data for your customer, ##Turner, in SAP ERP. When creating sales orders in SAP CRM, the system should carry out a credit check based on the data in the OLTP system. In the case of blocked documents because of a credit check in the role of a credit representative, you will release the blocked order and create a delivery as a follow-up transaction.

3-1 You want to maintain credit master data for your customer, ��7XUQHU. You will also analyze if the relevant Customizing settings in CRM for credit management have been carried out.

3-1-1 Maintain credit master data within SAP ERP for customer ��7XUQHU for credit control area ����. Assign a credit limit of �������86' and assign risk category �����ORZ�ULVN�. Save your data.

3-1-2 In Customizing, find out if a credit check will be performed in CRM for transaction type TA (telesales).

3-1-3 Where in Customizing in SAP CRM do you control with which credit group (and therefore with which scope) the credit check will take place in SAP ERP? Check these settings for one example (item category) of your choice.

_______________________________________________________________

3-2 You would like to create a telesales order in CRM that will check your customer’s credit.

3-2-1 Create a telesales order for your customer, ��7XUQHU, in CRM. Enter product +7����� (���SLHFHV). Choose &UHGLW�&KHFN� What message comes up? Save your order and note the order number.

_______________________________________________________________

3-2-2 Branch to the replicated sales order within SAP ERP and try to create a delivery as a follow-up transaction. What message comes up?

_______________________________________________________________

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© SAP AG CR300 9-32

3-2-3 Take over the role of a credit representative and release the blocked sales order within SAP ERP.

3-3 Create the delivery in SAP ERP and check the document flow and status information within the CRM sales order.

3-3-1 Create a delivery for the order you just created and released. Choose shipping point ����. Save your delivery.

3-3-2 Analyze the document flow and status information in the CRM sales order.

3-3-3 2SWLRQDO��Check the credit exposure within the credit master data of your customer ��7XUQHU that has been built up.

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1-1 Your customer, ��0HJDVWRUH, would like to order RQH piece of product +7����� and RQH piece of +7�����. Create a 7HOHVDOHV order but do not save it.

3&�8,��Top-level navigation� 6HOOLQJ

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Choose 1HZ� Choose 7HOHVDOHV�from the value help selection.

Sold-To Party: ��0HJDVWRUH

Product: +7�����

Quantity: �

Choose (QWHU. Product: +7�����

Quantity: �

Choose (QWHU. �

6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV��Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�o�7HOHVDOHV. Sold-To Party: ��0HJDVWRUH

Product: +7�����

Quantity: �

Product: +7�����

Quantity: �

Choose (QWHU.�1-1-1 What do you notice when entering the above data?

The Application/Message log shows two messages. The products entered have been replaced with product HT-1042.

The first item shows the substitute product, the second does not.

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© SAP AG CR300 9-34

1-1-2 Where do you find which product number was entered?

� 3&�8,��� This information is not displayed by default. Please refer to the SAPGUI section.

�6$3�*8,��Choose the ,WHP�2YHUYLHZ�tab. The 3URGXFW�and 5HSODFHGE\3URG fields show which number was entered.

1-1-3 Take a look at the condition records for product substitution in CRM. Are you able to maintain them? What are the substitution reasons?

� 6$3�*8,��Choose 6$3�0HQX�o�0DVWHU�'DWD�o�3ULFHV�DQG�&RQGLWLRQV�o�0DLQWDLQ�&RQGLWLRQV� Application: &50

Condition Maintenance Group: =352'68%67

Choose ([HFXWH.

Choose )LHOGV�o�&RQGLWLRQ�7\SH and then choose 6HOHFW�UHFRUGV .

Enter &RQGLWLRQ�7\SH $��� and choose ([HFXWH.

Choose 6WDWXV (next to the 'HWDLOV button).

No, you cannot maintain those records.

The substitution reasons are 0001 and 0005.

�1-1-4 Take a look at the condition records for product substitution in ERP. Are you able

to maintain them?

6$3�*8,��Choose 6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�0DVWHU�'DWD�o�3URGXFWV�o�0DWHULDO�'HWHUPLQDWLRQ�o�&KDQJH.

Enter 0DWHULDO�GHWHUP�W\SH $��� and choose ([HFXWH.

Yes, you can edit those records. Condition records can be transferred to SAP CRM via initial or delta load.�

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© SAP AG CR300 9-35

1-2 You would like to better understand how product substitution works. Therefore, analyze the Customizing settings.

1-2-1 Why is it that product substitution takes place in the 7HOHVDOHV order but not in the 4XRWDWLRQ��2UGHU?

6$3�*8,��Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.�Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�7UDQVDFWLRQV�o�%DVLF�6HWWLQJV�o�'HILQH�7UDQVDFWLRQ�7\SHV��Execute this activity.

Select entry 7$�and choose 'HWDLOV. In the 3URGXFW�'HWHUPLQDWLRQ�area, 3URGXFW�6XEVWLWXWLRQ�3URFHGXUH�$������is assigned. This assignment was not made for transaction type $*.

�1-2-2 Where are the Customizing settings maintained that are responsible for product

substitution taking place in the 7HOHVDOHV�order?

6$3�*8,��Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.�Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3URGXFW�6XEVWLWXWLRQ�o�6HW�8S�3URGXFW�6XEVWLWXWLRQ.

Here you will find different Customizing objects that are needed for product substitution to work properly. It is based on the same technique that is used for pricing (condition technique).

1-2-3 Why was only one of two product IDs visibly changed in the 7HOHVDOHV order from exercise 1-1-1?

Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.�Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3URGXFW�6XEVWLWXWLRQ�o�0DLQWDLQ�3URGXFW�6XEVWLWXWLRQ�5HDVRQV. The 'LVSOD\�6XEVW��3URG� flag is set for Reason�0001 (Advertising campaign),�but not for Reason 0005 (Promotion).

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2-1 You would like to create a free goods condition record and offer a free product when a minimum of 10 pieces are ordered.

2-1-1 Maintain a free goods condition record that is valid for your customer, ��0HJDVWRUH, in 6DOHV�2UJDQL]DWLRQ�6DOHV�86, 'LVWULEXWLRQ�&KDQQHO���. When ordering 10 pieces of product HT-1011, one piece of the same kind should be an H[WUD free good.

6$3�*8,��6$3�0HQX�o�0DVWHU�'DWDo�3ULFHV�DQG�&RQGLWLRQV�o�0DLQWDLQ�&RQGLWLRQV�Application: &50

Condition Maintenance Group: =)5((*22'6

([HFXWH.

In the item area enter Condition Type �1$� and press (QWHU. Sales Organization: 6DOHV�86

Sold-To Party: ��0HJDVWRUH

Distribution Channel: ��

Product ID: +7�����

Quantity/Unit: ���3&

Free Quantity/Unit: ��3&

Type: ([FOXVLYH���� Free Product: +7�����

Calculation Rule: ���8QLW�5HIHUHQFH� Save the condition record.

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© SAP AG CR300 9-38

2-1-2 Create a sales order (6DOHV�3URFHVV) and sell nine pieces of +7����� to your customer, ��0HJDVWRUH. What do you notice?

3&�8,��Top-level navigation��� 6HOOLQJ

Subtab��� 6DOHV�2UGHUV Choose 1HZ� Choose Sales Process from the value help selection.

Sold-To Party: ��0HJDVWRUH�Product: +7������Quantity: ��6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV� Create an order with transaction type 6DOHV�3URFHVV. Enter 6ROG�7R�3DUW\ ��0HJDVWRUH and 3URGXFW�,' +7����� with order quantity �.

2-1-3 Change the order quantity from nine to 10. What do you notice?

� Another line item referring to position 10 is created. One piece of product +7����� is free of charge because of the determined item category =6$1. It has a special pricing data setting on the header level in Customizing.

2-2 You would like to better understand how free goods functionality works and, therefore, you take a look at the relevant Customizing settings.

2-2-1 Where do you make general settings for free goods functions?

Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�)UHH�*RRGV�o�6HW�8S�)UHH�*RRGV. �

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© SAP AG CR300 9-39

2-2-2 Which free goods determination procedure is used in the sales transaction order from exercise 2-1-2?

Execute activity�$VVLJQ�3URFHGXUH� Choose 3RVLWLRQ. Enter the following data:

Sales Organization: 2����������Distribution Channel: ���Document Pricing Procedure: $�Customer Pricing Procedure: ��Choose (QWHU. Free goods pricing procedure �1$��� is assigned.

2-2-3 Where can the free goods pricing procedure be maintained?

Execute activity 3URFHGXUH. The source of procedure 0NA001 is 6RXUFH��&50. It can only be maintained in the CRM system.

Other procedures have 6RXUFH��(53. Those can only be maintained in SAP ERP.

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© SAP AG CR300 9-41

6ROXWLRQV�

8QLW��� 6SHFLDO�)XQFWLRQV�LQ�4XRWDWLRQ�DQG�2UGHU�0DQDJHPHQW�

7RSLF��� &UHGLW�0DQDJHPHQW�DQG�&UHGLW�&KHFN�

3-1 You want to maintain credit master data for your customer, ��7XUQHU. You also want to analyze whether the relevant Customizing settings in CRM for credit management have been carried out.

3-1-1 Maintain credit master data within SAP ERP for customer ��7XUQHU for credit control area ����. Assign a credit limit of �������86' and assign risk category �����ORZ�ULVN�. Save your data.

(53�6\VWHP��Choose 6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�&UHGLW�0DQDJHPHQW�o�0DVWHU�'DWD�o�&KDQJH.

Enter the following data:

Customer: ��7XUQHU (to determine the customer number choose the search help and enter 1DPH 7XUQHU in the field)

Credit Control area: �����Select 6WDWXV in the credit control area data block.

Credit Limit:�� ������

Risk category: �����

To maintain credit master data, you can also choose the following path in SAP ERP:

6$3�0HQX�o�$FFRXQWLQJ�o�)LQDQFLDO�$FFRXQWLQJ�o��$FFRXQWV�5HFHLYDEOH�o�&UHGLW�0DQDJHPHQW�o�0DVWHU�5HFRUG�o�&KDQJH.

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3-1-2 In Customizing, find out if a credit check will be performed in CRM for transaction type TA (telesales).

&50�V\VWHP��Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.�Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�&UHGLW�0DQDJHPHQW�o�$FWLYDWH�&UHGLW�&KHFN�LQ�7UDQVDFWLRQ� Select transaction type 7$ and branch to the Customizing header area for transaction category 6DOHV (third level).

The credit check flag should be set.

3-1-3 Where is controlled in Customizing of CRM with which credit group (and therefore with which scope) the credit check will take place in ERP? Check these settings for one example (item category) of your choice.

&50�V\VWHP��Choose 6$3�0HQX�o�$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�&RQILJXUDWLRQ�o�&XVWRPL]LQJ.

Choose 6$3�,PSOHPHQWDWLRQ�*XLGH.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�&UHGLW�0DQDJHPHQW�o�$VVLJQ�&UHGLW�*URXS�WR�,WHP�&DWHJRU\� Select item category 7$1 and branch to Customizing for the item area (third level in the dialog structure).

Credit group 01 Credit Group for sales order is assigned.

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3-2 You would like to create a telesales order in CRM that will check your customer’s credit.

3-2-1 Create a telesales order for your customer, ��7XUQHU, in CRM. Enter product +7����� (���SLHFHV). Choose &UHGLW�&KHFN� What message comes up? Save your order and note the order number.

3&�8,��Top-level navigation��� 6DOHV Subtab� 6DOHV�2UGHUV�Choose 1HZ� Choose 7HOHVDOHV�from the value help selection.

Sold-To Party: ��7XUQHU�Product: +7������Quantity: ���Choose &UHGLW�&KHFN� The warning “ Credit Check NOT OK (automatic credit control)” appears.

6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV� Create an order of type 7HOHVDOHV. Enter 6ROG�7R�3DUW\ ��7XUQHU and 3URGXFW�,' +7����� with order quantity �� and choose &UHGLW�&KHFN.

3-2-2 Branch to the replicated sales order within SAP ERP and try to create a delivery as a follow-up transaction. What message comes up?

(53�6\VWHP��Choose 6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6DOHV�o�2UGHU�o�'LVSOD\.�In the 2UGHU field, enter your CRM order number and choose (QWHU. Select 6DOHV�'RFXPHQW o�'HOLYHU. The message “ Order blocked for delivery as a result of credit check” appears.

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3-2-3 Take over the role of a credit representative and release the blocked sales order within SAP ERP.

(53�6\VWHP��Choose 6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�&UHGLW�0DQDJHPHQW�o�([FHSWLRQV�o�%ORFNHG�6'�'RFXPHQWV. Enter the following data:

Credit Control area: �����Credit Account: ��7XUQHU�Within the list, select the relevant entry, choose 5HOHDVH,�and save.

3-3 Create the delivery in SAP ERP and check the document flow and status information within the CRM sales order.

3-3-1 Create a delivery for the order you just created and released. Choose shipping point ����. Save your delivery.

(53�6\VWHP��Choose 6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�6DOHV�o�2UGHU�o�'LVSOD\.�In the 2UGHU�field, enter your order number and choose (QWHU. Select 6DOHV�'RFXPHQW o�'HOLYHU.�Save the delivery document.

3-3-2 Analyze the document flow and status information in the CRM sales order.

3&�8,��Top-level navigation� 6DOHV�Subtab� 6DOHV�2UGHUV�Enter your document number in the search area and branch to the 'RFXPHQW�)ORZ and 6WDWXV tabs.

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3-3-3 2SWLRQDO��In the credit master data for your customer ##Turner, check the credit exposure that has accumulated.

(53�6\VWHP��Choose 6$3�0HQX�o�/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�&UHGLW�0DQDJHPHQW�o�0DVWHU�'DWD�o�&KDQJH.

Enter the following data:

Customer: ��7XUQHU (to determine the customer number choose the search help and enter the search term 7XUQHU in the field)

Credit Control area: �����Select 6WDWXV in the credit control area data block

A credit exposure has been built up because of the released sales order and the limit is therefore exceeded (credit limit used more than 100 %).

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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�

� Contract Management enables you to create long-term agreements that contain information about prices and products for a particular customer or group of customers. Contract Management plays an important role within Customer Relationship Management, as it helps you to meet challenges such as: y Ensuring customers remain loyal to you, despite ever-increasing access to information about

competing products and suppliers y Retaining customers so that they return to you for a particular product y Remaining constantly aware of your customer’s contract-related requirements y Planning and monitoring your customer’s buying habits y Providing accurate sales forecasts

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SAP AG 2004

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�

� A sales contract is an outline sales agreement that contains special conditions negotiated between a vendor and a customer (for example, price, target value, or target quantity). A sales contract is valid for a specified period. A customer submits a sales order to release products from the amount agreed in the contract. Types of sales contracts include value and quantity contracts. �

For example, customer ABC agrees to buy at least 1,000 handheld devices and therefore receives a discount on all devices.

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SAP AG 2004

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�

� Customer ABC agrees to buy at least 10,000 USD of products from the High Tech category, and therefore receives a discount for these products.

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SAP AG 2004

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� Contract Management enables you to: y Monitor the sales process from inquiry to contract completion y Keep track of whether your customer has been buying products as arranged y Respond quickly to signals that the customer is dissatisfied y Guide your sales employees through any necessary follow-up activities y Use integrated reporting for analyzing contract-related sales figures

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SAP AG 2004

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�

� As of SAP CRM 4.0, you can authorize several sold-to parties to release products against a contract. You can: y Create a list of individual authorized sold-to parties in the contract y Enter one or more group hierarchies in the contract y Use a combination of the above

� Several partners are then authorized to release products from the contract. � The main sales office of company A closes a contract with their supplier that is valid for all of

the company’s branches, across the country. y Each of these branches is also a sold-to party and is authorized to order products against the

contract. y When a business partner from branch B creates a release order, the system checks that this

sold-to party is an authorized partner for the contract. � Note: It is only possible to authorize several sold-to parties. The function does not apply to any

other partner function, such as ship-to parties.

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SAP AG 2004

$XWKRUL]HG�3DUWQHUV��&XVWRPL]LQJ

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� You must make the following settings in Customizing for CRM under %XVLQHVV�7UDQVDFWLRQV��%DVLF�6HWWLQJV��'HILQH�7UDQVDFWLRQ�7\SH: y Choose which hierarchy category you wish to use in your contracts in the $XWKRUL]HG�6ROG�7R�3DUW\�+LHUDUFK\�&DWHJRU\ field for the contract type.

y Activate the 6HDUFK�$XWK��3DUWQHU field in the transaction type for the release order. y Ensure that the correct partner determination procedures have been assigned to the business

transactions. The following partner determination procedures are delivered in the standard system: - 00000121 for the sales contract header - 00000122 for the sales order header - 10000121 for sales contract items

y If you wish to create your own hierarchy category, go to Customizing for CRM: 0DVWHU�'DWD��%XVLQHVV�3DUWQHU��%XVLQHVV�3DUWQHU�*URXS�+LHUDUFK\.

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SAP AG 2004

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SAP AG 2004

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+HDGHU�OHYHO7KH�FXVWRPHU�UHFHLYHV�D�JHQHUDO�GLVFRXQW�IRU�DOO�SURGXFWV�UHOHDVHG�IURP�WKLV�FRQWUDFW�'LVFRXQW�� � ��

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� We recommend that you only define price agreements at item level for the contract. This enables you to enter products from different contracts in a release order. If you enter price agreements at header level in the contract, the system copies the price agreement to the header of the release order, where it determines the prices for all the products, regardless of from which contract they originate.

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SAP AG 2004

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� Allowed condition tables and types can be assigned in the IMG for Customer Relationship Management under 7UDQVDFWLRQV��6HWWLQJV�IRU�&RQWUDFWV��3ULFH�$JUHHPHQWV�DQG�&RQILJXUDWLRQ. �

The condition group is assigned to the sales contract when the item category is maintained (recommended) or when the transaction type is maintained on the first detail screen. If you change the standard settings, one of the following fields must be contained in the condition tables: y CRM_HEADER_GUID (contract header) y CRM_ITEM_GUID (contract item)

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SAP AG 2004

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� Condition records can be maintained in SAP ERP or SAP CRM. You can determine which system is used. To do this, maintain table MNTCNT in SAP ERP using transaction SM30 as follows: y No entry means that everything is maintained in the ERP system. y If you enter a condition type/table, this is maintained in the CRM system. Usage and application, as

well as the logical CRM system, should be entered. Maintenance in SAP ERP is not possible. y Condition types that only exist in the CRM system need not be entered. However, they can be

maintained in the CRM system. � During the Customizing download, your entries are replicated for display in the CRM system in table /SAPCND/T681M. �

For more information, see SAP-Note 550717. y This document describes the settings that must be made in Customizing to create pricing agreements

in CRM contracts, whose conditions can be replicated to and understood by SAP ERP when the release order is transferred to SAP ERP.

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� To help sales reps during contract creation, you can predefine date rules to calculate the contract’ s validity period. For example: y Contract term = 12 months y Contract end date = Start date + term �

In order to use dates in the document, you must have assigned a date profile to the appropriate transaction or item type in Customizing. �

You define the date profile in the Implementation Guide (IMG) for Customer Relationship Management under�%DVLF�)XQFWLRQV��'DWH�0DQDJHPHQW��'DWH�3URILOH. �

The expected value is important for reporting purposes, particularly expected sales revenue or sales pipeline figures.

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� To allow cancellation you must have created a cancellation procedure and assigned it to the appropriate contract type in the IMG for Customer Relationship Management under &50�→ 7UDQVDFWLRQV�→ 6HWWLQJV�IRU�&RQWUDFWV�→ &DQFHOODWLRQ. �

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This information is combined in a cancellation procedure. A cancellation procedure can be applied to different contract types.

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SAP AG 2004

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The system displays the relevant actions in the $FWLRQV tab page in the contract item. � When the condition in the action has been met, the system triggers the action. For example, it creates a business activity for the relevant sales employee. The transactions appear automatically in the sales employee’ s list of open documents. �

You can also trigger planned actions manually from the $FWLRQV tab page.

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? If you know the contract number, you can create a release order as a follow-up document to the contract.

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? You can configure the transaction type of the release order so that the system will check whether valid contracts for the customer and the product exist. ?

You can choose several options for the search, including how the system should react if the search is successful. y Blank No contract determination y E Only at item level: Assign immediately if unique y F Only at Item Level: Always with Selection Option

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? For each contract item, you can customize: y Whether the system should change the contract status to &RPSOHWHG�once the target quantity or value

has been reached. y You can determine whether the customer may exceed the target quantity or value:

- Empty Target value or quantity may be exceeded - A Target value or quantity may not be exceeded - B Target value or quantity may only be exceeded once - C Separate the contract release item

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? The system updates the contract by adding the details of the release order to the release order list and cumulating the total released quantity or value.

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? When the information is downloaded from Mobile Sales to SAP CRM, the sales order is linked to the relevant contract.

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? As of CRM 4.0 you can replicate ERP sales contracts (value and quantity contracts) to the CRM system. ? You can then display R/3 contracts across the different sales channels in CRM, such as SAP Internet Sales or SAP Mobile Sales. You can also create release orders for SAP ERP contracts in CRM Enterprise Sales. ?

You can continue to change the sales contracts in the ERP system. You can release products against contracts in both the SAP ERP and CRM systems. ?

Release orders created in ERP are also downloaded to the CRM system, but cannot be changed there. ? The system updates the ERP contract with release order details and cumulated quantities each time you release a product against the contract. You can see the changed contract in the CRM system. ?

The replication of sales contracts takes place automatically if you use the following contract types (delivered in the standard system): y KM – ERP quantity contract y WK1 – ERP value contract y WK2 – ERP value contract with configurable products ?

Also refer to collective note 736044 on this subject.

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? You can use sales agreements to offer one customer group (business partner type) special (discounted) prices for a specified list of products without specifying a purchase quantity for that customer group.�?

Sales agreements are based on the concept of the business transaction, which means that data is stored at header and item level. ?

Unlike quantity or value contracts, sales agreements do not contain target values or target quantities.�? Quantity or value contracts and sales orders can be created with reference to a sales agreement. ? Franchise agreements are an example of the use of sales agreements.�

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The $JUHHPHQW�'HWHUPLQDWLRQ field controls in the follow-up processes Contract and Sales Order whether and in what way the system searches for suitable sales agreements. ?

If there are parallel sales agreements and sales contracts that are appropriate, the contract has a higher priority than the sales agreement.

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? You can authorize several sold-to parties to release products against a sales agreement. This way, it is not only the original sold-to party of the sales agreement, but also other associated sold-to parties that are able to release products and services according to the conditions stored in the agreement. ?

Other authorized partners can also result from a list of other release-authorizes sold-to parties, from a group hierarchy or from assigning a business partner to a business partner type. ?

On the Control tab in the business partner you can assign a business partner to a business partner type. ? If more than one sales agreement applies to a business partner, one of them can be selected as the standard sales agreement.

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At the conclusion of this exercise, you will be able to:

• Create contracts and release orders

Contract Management enables you to create long-term agreements that contain information about prices and products for a particular customer or a group of customers.

1-1 You have closed a contract with your customer, ��0HJDVWRUH, that is valid for 12 months. Create a contract and indicate the parties authorized to release, the products, and the special price agreements.

1-1-1 Create a quantity contract for customer ��0HJDVWRUH���Sold-To Party: ��0HJDVWRUH Auth. partner: Sold-to-party: ����������0HJDVWRUH���Contract validity period: ���PRQWKV�Product:� +7������Target quantity:� ���� Price agreements: ����86' (Price Contract CRM – ZCO1) Expected total value: �������86'

1-1-2 Release the items and save the contract. Note the document number: ____________________________________________________________

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1-1-3 Create a release order for the contract. Use TA (Telesales) as the transaction type. Sold-To Party: ��0HJDVWRUH Product:� +7������Quantity:� ���

1-1-4 Create a second release order for the contract above. Use TA (Telesales) as the transaction type again. Sold-To Party: ��0HJDVWRUH Product:� +7������Quantity:� ����Why do you receive an error message? ____________________________________________________________ Reduce the quantity to ���and save the order.

1-1-5 Display the 5HOHDVH�2UGHU�/LVW in your contract. What is the system status of your contract? ____________________________________________________________

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1-1 You have closed a contract with your customer, ��0HJDVWRUH, that is valid for 12 months. Create a contract and indicate the parties authorized to release, the products, and the special price agreements.

1-1-1 Create a quantity contract for customer ��0HJDVWRUH�

3&�8,��Top-level navigation��6DOHV�Sub-tab:�&RQWUDFWV��Choose 1HZ��Choose 4XDQWLW\�&RQWUDFW�from the value help selection.

Enter the following data:

Sold-To Party: ��0HJDVWRUH��Choose the 3DUWQHU�tab.

Choose $GG�HQWU\�to enter an additional authorized sold-to-party.

Auth. partner: Sold-to-party: ����������0HJDVWRUH��

Choose the 3URGXFWV tab.

Choose $GG�(QWU\�to enter a product.

Product: +7�����

Target Quantity: ���Target Value:� ������86'�...

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Choose the 3ULFH�$JUHHPHQWV�tab.

Choose $GG�(QWU\�to enter a special contract price.

Enter the following data:

Condition Type: =&2���3ULFH�&RQWUDFW��Amount: ����86'�Choose 5HOHDVH�,WHPV. Save your contract.

6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�&RQWUDFWV. Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�o�4XDQWLW\�&RQWUDFW� Enter the following data:

Sold-To Party: ��0HJDVWRUH

Auth. partner: Sold-to-party: ����������0HJDVWRUH� Contract validity period: ���PRQWKV Product: +7�����

Target Quantity: ���Expected Total Value: ������86'

Expand the data area for the item view.

Choose the 3ULFH�$JUHHPHQWV tab on item level� Enter the following data:

Condition Type: =&2��Amount: ����86'�Expand the header data area.

Choose 5HOHDVH�,WHP.

Save your contract.

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© SAP AG CR300 10-31

1-1-3 Create a release order for the contract. Use TA (Telesales) as the transaction type.

3&�8,��Top-level navigation� 6HOOLQJ�Subtab� 6DOHV�2UGHUV�Choose 1HZ��Choose 7HOHVDOHV�from the value help selection.

Enter the following data:

Sold-To Party: ��0HJDVWRUH�Product: +7�����

Quantity: ���Select your contract in the selection screen and choose &KRRVH.

Save your release order.

6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV� Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�o�7HOHVDOHV.�Sold-To Party: ��0HJDVWRUH

Product: +7�����

Quantity: ���Save your release order.

�1-1-4 Create a second release order for the contract above. Use TA (Telesales) as the

transaction type again.

Why do you receive an error message?

The target quantity in the respective contract is exceeded.

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1-1-5 Display the 5HOHDVH�2UGHU�/LVW in your contract.

3&�8,��Top-level navigation� 6HOOLQJ�Subtab� &RQWUDFWV�Use *HW with, for example, 6DOHV�&RQWUDFW�or $GYDQFHG�6HDUFK to locate your contract.

Choose the 5HOHDVH�2UGHU�/LVW�tab on item level.

What is the system status of your contract?

Choose the 6WDWXV�tab.

Status: Completed

6$3�*8,��Choose 6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�&RQWUDFWV. Choose %XVLQHVV�7UDQVDFWLRQ�o�&UHDWH�o�4XDQWLW\�&RQWUDFW� Use 2SHQ�%XVLQHVV�7UDQVDFWLRQ with transaction number or 6HDUFK to open your contract.

Select the 5HOHDVH�2UGHU�/LVW�tab.

What is the system status of your contract?

Choose the 6WDWXV�tab.

System Status: Completed

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� %XVLQHVV�3DUWQHU��The group BUPA exists in the standard for business partners. You make assignments for the group under 0DVWHU�'DWD��!�%XVLQHVV�3DUWQHU��!�%DVLF�6HWWLQJV��!�'HILQH�&RQGLWLRQ�*URXS. If you make changes to the standard settings, at least one of the following fields must be included in the condition tables: y SOLD_TO_PARTY, SHIP_TO_PARTY, BILL_TO_PARTY, PAYER, PARTNER_GUID

� 3URGXFW��The group PRODUCTCRM exists in the standard for products. You make assignments for the product group under 0DVWHU�'DWD��!�3URGXFW��!�6SHFLDO�6HWWLQJV�IRU�6DOHV�2SHUDWLRQV�!�$VVLJQ�&RQGLWLRQ�*URXS�WR�$SSOLFDWLRQ�&50. When making changes to the standard settings, a field entry must be made for the product (Field name: PRODUCT).

� &XVWRPHU�+LHUDUFK\��The HIER_NODE entry is valid for the customer hierarchies. Changes should not be made here. The HIER_Node entry is valid for the business partner hierarchy in the CRM system. You make assignments for the group under 0DVWHU�'DWD��!�%XVLQHVV�3DUWQHU��!�%XVLQHVV�3DUWQHU�*URXS�+LHUDUFK\��!�'HILQH�&RQGLWLRQ�*URXS.

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SAP AG 2004

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� You can use General Condition Maintenance to maintain Maintenance Groups that were assigned the ³*&0´�&RQWH[W. �

A 0DLQWHQDQFH�*URXS�bundles condition tables and types and thereby defines a special view in condition maintenance. �

General condition maintenance is used for selecting, changing and creating condition records. Condition maintenance can be performed via the selection of the attributes you require. However, both condition types and condition tables can be attributes.

� Attributes that can be selected are displayed in a tree structure. The selected condition records are displayed for processing in table form in the work area. In this way you can, for example, display a list of all condition records for one sold-to-party, or product. �

The attributes are displayed in a tree structure on the left of the screen. You can select several attributes using typical Windows selection techniques. The work area with condition records is displayed on the right.

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� You can allow up to 5 price-relevant condition types for easy condition entry in sales transactions. You can then enter values, for example a discount of 3%, for these 5 conditions directly in the transaction screen.

� Easy condition entry is only available for sales documents and only in PC-UI and Mobile Sales.

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� All condition types permitted in pricing are contained in the pricing procedure. � You determine how the system is to use conditions by specifying requirements for each condition. � The sequence in which the system accesses conditions in the business document is also determined here. �

The reference level provides a method to specify a different basis for the condition type calculation and for grouping conditions for subtotals. �

The pricing procedure can contain any number of subtotals between gross and net price. �

You can mark a condition type in the pricing procedure as being: y A mandatory condition y A manually entered condition y For statistical purposes only

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SAP AG 2004

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� Once the system finds a valid condition record for an access, it reads the condition record and copies the value that corresponds to the scale into the sales document. �

The whole process is repeated for each condition type until the system has finished the entire pricing procedure.

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� The condition table contains the keys that can be used for creating dependent condition records.

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� Condition records are always created using a specific key. � Use tables for help in defining the structure of condition record keys. � The most important fields used in pricing at header and item level are available in the standard system. �

The key fields of a condition table must appear at the start of the table, in other words, non-key fields must not appear between any two key fields. �

Name space: y SAP condition table 001 - 500 created in the R/3 System: SAP001 - SAP500 y Customer condition table 501 - 999 created in the R/3 System: CUS501 - CUS999 y SAP condition table created in the CRM system: SAPxxxxx y Customer condition table created in the CRM system: CUSxxxxx

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SAP AG 2004

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� An access sequence is a search strategy that the system uses to search valid data for a specific condition type. �

It comprises one or more accesses, that are each defined by specifying a condition table. �

The sequence of the accesses controls the priority of individual condition records. The system knows from the accesses where a valid condition record should first be searched, and which one is next. �

Create an access sequence for each condition type for which you create condition records.

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� You can define prices, discounts, and surcharges at various levels. � Each level is defined by a combination of fields or by a field in a condition table. � Using the access sequence, you can define the sequence of the different levels. The system attempts to determine the condition records in the sequence specified.

� The name space for user-defined entries is A* to Z* and also 8* and 9*.

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SAP AG 2004

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� After creating the access sequence, it is assigned to a condition type. � You can also create your own condition types. You determine the characteristics of each condition type, for example, whether it is for surcharges or discounts and whether it should be dependent on values or quantities. �

The name space for user-defined entries is A* to Z* and also 8* and 9*.

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� The pricing procedure defines the valid condition types and their calculation sequence in the transaction. Additionally, the pricing procedure specifies the following: y Which subtotals are created and displayed y How far the manual processing of pricing is possible y On which basis the system calculates surcharges and discounts as a percentage y Which requirements must be fulfilled in order that a specific condition type is taken into account

� The name space for user-defined entries is A* to Z* and also 8* and 9*.

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� Finally, you need to maintain the procedure determination table for the pricing program. The pricing procedure is determined according to: y Sales organization y Distribution channel y Customer pricing procedure field in the customer master y Document pricing procedure field in the transaction type

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� In Customizing you can set a condition type to be a group condition. The condition base value (e.g. weight) is then calculated as the sum of the individual items within one group.

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� Condition types to be compared are first placed in an exclusion group. � During pricing, the conditions which result in the best price (lowest charge or highest discount) are selected from this group. All others are deactivated.

� There are several comparison methods which may be used: y A All conditions found within the first exclusion group are compared and the condition. The best

price is chosen. All others are deactivated. y B All condition records found for one condition are compared. The best price is chosen.

All others are deactivated. This method can be used with condition type PR00, for example.

y C The total of condition records found in the first exclusion group is compared to the total of condition records found in the second exclusion group. The group resulting in the best price is chosen and the conditions of the other group are deactivated.

y D If a condition record is determined for the condition types of the first exclusion group all condition records for the second exclusion group are deactivated.

y E As for method B, except the ZRUVW��KLJKHVW�FKDUJH�RU�ORZHVW�GLVFRXQW��price is chosen. y F As for method C, except the group with the ZRUVW�overall price is chosen.

The conditions of the other group are deactivated.

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© SAP AG CR300 11-26

y

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© SAP AG CR300 11-27

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At the conclusion of this exercise, you will be able to:

Build and link different pricing elements in the CRM system into a working pricing model

You use basic elements of CRM condition techniques in order to create your own pricing model using a new condition type that is only available in the CRM System.

1-1 Your company would like to implement a special offer discount for maintaining pricing in the &50�6\VWHP that can be maintained in a particular product where necessary.

1-1-1 $FFHVV�VHTXHQFH: Create a new DFFHVV�VHTXHQFH����� in the CRM System. For this, use condition table SAP004, that includes the key fields sales organization, distribution channel and product.

1-1-2 &RQGLWLRQ�W\SH� Create a new condition type ���� “Special Offer Discount GR##”. Use condition type �.$� as a template. Use access sequence ���� as your access sequence.

1-1-3 3ULFLQJ�SURFHGXUH� Create and save a new pricing procedure called �&50�� by copying and saving the existing pricing procedure �&50��.

1-1-4 Add the new condition type 90## to pricing procedure 9CRM## by overwriting condition type �.$��RQ�OHYHO�����ZLWK�\RXU�FRQGLWLRQ�W\SH������

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© SAP AG CR300 11-28

1-1-5 &UHDWH�D�QHZ�FXVWRPHU�SULFLQJ�SURFHGXUH�IRU�\RXU�JURXS� From the table below, find your customer pricing procedure key and create an entry for it in Customizing and in the Customer pricing procedure configuration table.

Group Number CuPP Value (customer pricing procedure)

01 A

02 B

03 C

04 D

05 E

06 F

07 G

08 H

09 I

10 Y

11 C

12 L

13 M

14 N

15 O

16 P

17 Q

18 R

19 S

20 T

Should this letter already exist, simply overwrite the description with your group number

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© SAP AG CR300 11-29

1-1-6 'HWHUPLQLQJ�WKH�SULFLQJ�SURFHGXUH� Modify the pricing procedure determination in Customizing to select your new pricing procedure automatically. A new entry must be made for the combination of your sales organization (���������, the distribution channel (��), the document pricing procedure key �, and the customer pricing procedure key of your group that you created earlier (see table above).

1-1-7 Create an additional determination procedure for: Sales organization (���������, distribution channel (��), document pricing procedure key $, and the customer pricing procedure key of your group that you created earlier, so that procedure 59&;86 will be determined for this case. This is necessary to ensure consistency for later exercise scenarios in chapters other than Pricing.

1-1-8 &KDQJLQJ�\RXU�EXVLQHVV�SDUWQHU�WR�XVH�WKH�QHZ�SULFLQJ�SURFHGXUH� Change the customer pricing procedure key for ��0HJDVWRUH to the key of your group you created earlier.

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© SAP AG CR300 11-30

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At the conclusion of this exercise, you will be able to:

Make the necessary settings in Customizing in order to be able to maintain your own condition types in connection with the product

In order to be able to react to pricing demands in your company flexibly, you must be able to make settings for condition maintenance in connection with the product master.

1-2 You enhance the condition group for the CRM product master in order to be able to create a condition record for your new condition type in connection with the product.

1-2-1 Make the following entries in the 352'8&7&50 condition group:

Counter: ���

Application: &50�Use: 35

Table: 6$3���

Condition type: ����

If a warning message regarding the name space appears, confirm with (QWHU.

In this way, your condition type is included among the condition types that can be maintained in connection with the product.

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© SAP AG CR300 11-32

1-2-2 Create a condition record for condition type 90## in connection with product +7����� for your sales organization and sales channel.

Use the following scale values for the condition record:

from 0 USD 2 %

100 USD 3 %

1000 USD 5 %

The validity period should be from today until the end of the current month.

1-2-3 Enter the parameter 35&B75$&(� �; in your user data, so that you can execute the following pricing analysis.

1-2-4 7HVW� From the customer purchase order shown below, create a VDOHV�RUGHU�of the type 6DOHV�3URFHVV.

7HOHSKRQH�QRWH Customer: ��0HJDVWRUH Ext. Reference: ����

Requested delivery date: LQ�D�ZHHN

Product Quantity

3URGXFW�VHH�DERYH���������������������

If the item condition screen does not show condition type 90## with the appropriate values, analyze the problem using the $FFHVVHV button.

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© SAP AG CR300 11-33

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1-1 Your company would like to implement a special offer discount for maintaining pricing in the &50�6\VWHP that can be maintained in a particular product where necessary.

1-1-1 Access sequence 90##:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o��$FFHVV�6HTXHQFHV�Switch from the 'LVSOD\ to &KDQJH view.

Choose 1HZ�(QWULHV. Enter access sequence ���� and a description.

Select your access sequence and choose the $FFHVVHV�node in the overview tree.

Choose 1HZ�(QWULHV. Enter access number �� and table 6$3���.

Select your access and choose the )LHOGV�node in the overview tree.

Save your entries.

1-1-2 Condition type 90##:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o���&RQGLWLRQ�7\SHV�Choose application &50 and usage 35.

Select condition type �.$� and click the &RS\�DV button.

On the next screen, change the condition type to ����, the description to 6SHFLDO�2IIHU�'LVFRXQW�*5��, and insure that the access sequence is ��##.

Click the (QWHU button to copy the new condition type.

Save the new condition type.

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© SAP AG CR300 11-34

1-1-3 Pricing procedure 9CRM##:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o���3ULFLQJ�3URFHGXUH�Select pricing procedure �&50�� and click the &RS\�DV button.

On the next screen, change the procedure to �&50�� and the description to “*URXS����3URFHGXUH”.

Choose (QWHU. On the prompt screen that appears next, click the &RS\�DOO button.

Save the new pricing procedure.

1-1-4 Entering condition type 90## into pricing procedure 9CRM##:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o�3ULFLQJ�3URFHGXUH�Select the pricing procedure 9CRM## and choose the &RQWURO�'DWD node in the overview tree.

Position the cursor on the line �.$� and overwrite �.$� with ����.

Save your pricing procedure.

1-1-5 Create customer pricing procedure key in the CRM System

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�3ULFLQJ�LQ�WKH�%XVLQHVV�7UDQVDFWLRQ�o�'HILQH�&XVWRPHU�3ULFLQJ�3URFHGXUHV�Choose 'HILQH�&XVWRPHU�3ULFLQJ�3URFHGXUHV. Choose 1HZ�(QWULHV. On the next screen, enter your customer pricing procedure key and the description “*URXS����&X33”.

Save your entries.

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© SAP AG CR300 11-35

1-1-6 Pricing procedure determination:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�3ULFLQJ�LQ�WKH�%XVLQHVV�7UDQVDFWLRQ�o�'HWHUPLQH�3ULFLQJ�3URFHGXUHV�Choose 1HZ�(QWULHV. On the next screen, enter the appropriate values, and 9CRM## in the 3ULFLQJ�SURFHGXUH field.

Save your entries.

1-1-7 Changing the business partner:

0HQX�SDWK��0DVWHU�'DWD�o�%XVLQHVV�3DUWQHU�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Choose 2SHQ and enter the QXPEHU�RI ��0HJDVWRUH. Choose the role 6ROG�7R�3DUW\� Choose 6DOHV�$UHD�'DWD.

Click on the &KRRVH 6DOHV�$UHD�button.

Select 5���.H\�RQ.

Select the entry for sales organization 3020, sales area 30 and division 00 ZLWK�QR�WH[W. Choose &RQWLQXH.

Choose the %LOOLQJ�tab.

Change the &XVWRPHU�3ULFLQJ�3URFHGXUH field to the key you created earlier.

Save your entries.

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© SAP AG CR300 11-36

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1-2 You enhance the condition group for the CRM product master in order to be able to create a condition record for your new condition type in connection with the product.

1-2-1 Adding an entry to condition group PRODUCTCRM:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�0DVWHU�'DWD�o�&RQGLWLRQV�DQG�&RQGLWLRQ�7HFKQLTXH�o�&RQGLWLRQ�7HFKQLTXH��%DVLFV�o�&UHDWH�0DLQWHQDQFH�*URXS�Select group 352'8&7&50 and select the &RQGLWLRQ�0DLQWHQDQFH�*URXS��'HWDLO�node in the selection tree.

Choose 1HZ�(QWULHV. Enter:

Counter: ���

Application: &50

Use: 35

Table: 6$3���

Condition type: ����

Save your entries.

1-2-2 Creating a condition record in connection with your product:

0HQX�SDWK��0DVWHU�'DWD�→�3URGXFWV�→�0DLQWDLQ�3URGXFWV�Choose 2SHQ�3URGXFW.�Enter your product ID and choose (QWHU. Choose the &RQGLWLRQV tab.

Select condition type 90## and enter the respective values.

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© SAP AG CR300 11-38

1-2-3 Changing user data:

0HQX�SDWK��6\VWHP�→ 8VHU�3URILOH�→ 2ZQ�'DWD�Choose 3DUDPHWHUV. Enter in the 3DUDPHWHUV field: 35&B75$&(

Enter in the 9DOXH field: ;�Save your entries.

�1-2-4 Creating sales transaction:

0HQX�SDWK��6DOHV�→ 0DLQWDLQ�6DOHV�2UGHUV Choose 7UDQVDFWLRQ�→ &UHDWH.

Choose transaction 6DOHV�o 6DOHV�3URFHVV. If the item condition screen does not show condition type 90## with the appropriate values, analyze the problem using the $FFHVVHV button.

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At the conclusion of this exercise, you will be able to:

• Use condition exclusion for condition groups.

Exclusion groups allow you to easily compare the results of pricing calculations and make appropriate pricing decisions.

1-3 It is important that only one of several competitive discount conditions is used in an order. One way to accomplish this is by using exclusion groups.

1-3-1 In the IMG, create and save the new exclusion group ����.

1-3-2 Assign exclusion group 90## your condition type ���� and condition type �.��.

1-3-3 Assign this exclusion group to your pricing procedure 9CRM##. Use the condition exclusion procedure so that the best price is selected and all others in the same exclusion group are deactivated.

1-3-4 Create a condition record for a customer material discount (condition type �.��) in connection with your business partner ��0HJDVWRUH. The discount of ±�86' / SLHFH is for product +7����� within your sales organization and your distribution channel. Use the defaults for the validity period.

…

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© SAP AG CR300 11-40

…

1-3-5 7HVW: From the customer purchase order shown below, create a VDOHV�RUGHU�of the type 6DOHV�3URFHVV to test the condition exclusion.

7HOHSKRQH�QRWH Customer: ��0HJDVWRUH Ext. Reference: ����

Requested delivery date:� LQ�D�ZHHN

Product Quantity

+7�����������������������������������������

Inactive conditions in the CRM System can be easily identified as they are flagged with a yellow triangle in the ([. column.

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© SAP AG CR300 11-41

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1-3 It is important that only one of several competitive discount conditions is used in an order. One way to accomplish this is by using exclusion groups.

1-3-1 Creating exclusion groups and

1-3-2 Assigning condition types to the exclusion groups:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o�&RQGLWLRQ�([FOXVLRQ��Choose &RQGLWLRQ�([FOXVLRQ�*URXSV��&RQGLWLRQ�7\SHV� Choose the &50 application.

Click the 1HZ�(QWULHV�button to add the exclusion group ����� Select your exclusion group 90## and choose the &RQGLWLRQ�7\SHV�node in the overview tree.

Choose 1HZ�(QWULHV. Assign condition types �.�� and ����.

Save your entries.

1-3-3 Assigning an exclusion group to the pricing procedure:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�'HILQH�6HWWLQJV�IRU�3ULFLQJ�o�&RQGLWLRQ�([FOXVLRQ��Choose &RQGLWLRQ�([FOXVLRQ��3URFHGXUH�$VVLJQPHQW Choose the &50 application.

Select your pricing procedure 9CRM## and double click the ([FOXVLRQ node in the overview tree.

Choose the 1HZ�(QWULHV button to add the necessary entries. Use the sequence number ��, the condition exclusion procedure $ and your exclusion group ����.

Save your entries.

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© SAP AG CR300 11-42

1-3-4 Creating a condition record in connection with your business partner Customer1.

0HQX�SDWK��0DVWHU�'DWD�o�%XVLQHVV�3DUWQHU�o�0DLQWDLQ�%XVLQHVV�3DUWQHU� Choose 2SHQ and enter the QXPEHU�RI�\RXU�EXVLQHVV�SDUWQHU &XVWRPHU�.

Choose the role 6ROG�WR�SDUW\.

Choose the &RQGLWLRQV tab.

Select condition type �.���and enter the respective values.

Save your entries.

1-3-5 Creating sales transaction:

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Choose transaction 6DOHV�o 6DOHV�3URFHVV.

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© SAP AG CR300 12-1

SAP AG 2004

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© SAP AG CR300 12-2

SAP AG 2004

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© SAP AG CR300 12-3

SAP AG 2004

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© SAP AG CR300 12-4

SAP AG 2004

� $�UHEDWH�LV�D�GLVFRXQW��ZKLFK�LV�JUDQWHG�VXEVHTXHQWO\�WR�D�UHEDWH�UHFLSLHQW�RQ�WKH�EDVLV�RI�D�GHILQHG�VDOHV�YROXPH�ZLWKLQ�D�FHUWDLQ�SHULRG�

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© SAP AG CR300 12-5

SAP AG 2004

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� Rebate management allows you to process discounts in the form of rebates, which can be given to the customer and paid out retroactively. These are based on terms and conditions set out in UHEDWH�DJUHHPHQWV. Granting rebates helps establish long term customer relationships. �

You can use rebate management to create rebate agreements and to settle rebates within the validity period of an agreement. �

The settlement of rebates is triggered by billing documents in CRM billing. � Rebate management in SAP CRM is integrated with accounting in SAP ECC for posting accruals. � You can trigger a VHWWOHPHQW (partial or final settlement) manually, or you can schedule a system job that automatically performs the settlement. You can also do the following: y Post accruals manually y Correct the rebate base manually y Recalculate for the re-settlement of rebates that have already been settled finally

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© SAP AG CR300 12-6

SAP AG 2004

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� To work with rebates, rebate processing must be activated.

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© SAP AG CR300 12-7

SAP AG 2004

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� Rebate agreements are business transactions in the SAP CRM system. You can enter several rebates in one rebate agreement by creating several items. �

You specify the details of the rebate in the rebate agreement, for example: y The value of the rebate y The rebate recipient (partner role type 3D\HU) y How long the agreement is valid (validity period) y On which criteria the agreement is based (for example, customer, material)

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© SAP AG CR300 12-8

SAP AG 2004

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� You and your customer agree on the conditions of a rebate and enter this in a UHEDWH�DJUHHPHQW (SAP Easy Access Menu: 6DOHV�→�5HEDWH�0DQDJHPHQW�→�0DLQWDLQ�5HEDWH�$JUHHPHQWV). �

If the agreement is complete, correct and valid, you release it for processing.

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© SAP AG CR300 12-9

SAP AG 2004

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� Sales are recorded in sales orders. � Billing takes place and the system releases billing documents for transfer to accounting. � Billing documents are transferred to rebate management via the middleware. � The system checks whether the documents are UHOHYDQW�IRU�UHEDWH to determine the documents that are relevant for rebate management. �

If a billing document is relevant for rebate, the system creates an H[WUDFW as well as entries in the UHEDWH�GXH�OLVW. �

The system uses billing documents that are relevant for rebate to also determine the conditions that you have specified for the respective rebate agreement. The system posts DFFUXDOV on the basis of these conditions to ensure that sufficient funds are available for settlement later on.

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SAP AG 2004

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SAP AG 2004

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� If the rebate agreement has been defined, the settlement process can start anytime. � During settlement, the system carries out the following steps: y It calculates the rebate payment amount on the basis of the cumulated sales. y It creates a credit memo. y It clears cumulated accruals. �

You can also trigger the payment of a rebate independent of processed billing documents, that is, without your customer having generated turnover first. �

The system closes the rebate agreement, if final settlement has taken place.

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© SAP AG CR300 12-12

SAP AG 2004

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� To avoid unnecessary data storage in the database, you can use UHTXLUHPHQW�VHWV to specify that the system only creates H[WUDFWV for those billing documents that meet the defined conditions. �

In the above example, it is specified that only billing documents for sales organization 1000 or 2000, distribution channel 10 and division not 07 are relevant for rebate management. �

We recommend not defining the conditions and condition sets too restrictively. Transactions that are excluded from rebate management, because the system rates a billing document as not relevant for rebate, cannot be processed in rebate management later on.

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© SAP AG CR300 12-13

SAP AG 2004

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� An extract contains a detailed list of data so that the system can immediately access relevant, required information in the context of rebate processing, especially if it takes place retroactively. �

If the system recognizes that a billing document is relevant for rebate processing, it automatically creates an extract in the database. The system copies the header data from the source billing document to the extract and calls up Internet Pricing and Configurator (IPC). It searches the condition tables and determines condition records that are relevant for the extract. In doing so, the system only searches for those conditions that are included in the pricing procedure to which you have assigned condition base formulas 0012001, 0012002 or 0012003. They establish an automatic and unique connection to the rebate agreement transaction. �

You can display and maintain already available extracts in the SAP Easy Access menu under 6DOHV → 5HEDWH�0DQDJHPHQW →�5HEDWH�([WUDFWV�→�0DLQWDLQ�5HEDWH�([WUDFWV. You can do the following in this transaction: y Change a rebate extract, for example, if you have changed a rebate agreement retrospectively y Forward locked extracts directly to accounting, in order to post accruals

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© SAP AG CR300 12-14

SAP AG 2004

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� To create and assign the H[WUDFW�W\SH, you make the settings in Customizing under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�5HEDWH�0DQDJHPHQW�→�([WUDFW�7\SHV.

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© SAP AG CR300 12-15

SAP AG 2004

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'LUHFW�SD\PHQW�DPRXQW��If you do not specify in Customizing that the condition type defines an accrual (in Customizing under &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�5HEDWH�0DQDJHPHQW�→�6HW�XS�5HEDWH�'HWHUPLQDWLRQ →�&UHDWH�&RQGLWLRQ�7\SHV�→ $FFUXDO flag), the value you enter here is treated as a rebate condition. It acts as a normal discount in the business transaction and directly decreases the net value.

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© SAP AG CR300 12-16

SAP AG 2004

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~ The UHEDWH�SURILOH controls how the system cumulates, calculates, and settles the rebates in the context rebate management. Furthermore, this profile specifies which business partners can be used. The rebate profile is composed of the following: ~

The FXPXODWLRQ�SURILOH controls which transactions the system cumulates (depending on the transaction date). The system cumulates the sales in the rebate due list and determines whether an assembly rule is used. y The cumulation profile is stored in condition records in the business transaction and hence it cannot be

changed retroactively. Shorter periods of cumulation lead to a larger set of data that has to be stored in the database, and hence to more data that has to be processed. ~

The FDOFXODWLRQ�SURILOH contains all the information that the system requires to calculate the settlement amount during settlement. y Irrespective of whether the system performs a partial or final settlement, you can select the requested

payment procedure. ~ The VHWWOHPHQW�SURILOH controls the creation of settlement documents. y Here, you specify the type of settlement document and the settlement calendar and decide whether or

not manual changes are allowed, and how long the system should wait before it carries out the settlement (settlement delay).

y The 6HWWOHPHQW�GHOD\ field specifies how many days are to pass after the settlement date before the actual settlement takes place.

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© SAP AG CR300 12-17

SAP AG 2004

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~ The system creates an entry in the UHEDWH�GXH�OLVW, if it has determined that a billing document is relevant for rebate management. It copies the data from the rebate extract and the rebate agreement to the rebate due list. If you have also defined a OD\RXW�UXOH the system can also adopt additional data based on this rule. ~

In the SAP Easy Access menu you can maintain, rebuild or update the rebate due list under 6DOHV → 5HEDWH�0DQDJHPHQW →�5HEDWH�'XH�/LVW. ~

5HWURDFWLYH�IODJ��The system automatically sets this flag for condition records that you create or change retroactively. You have to subsequently edit bonus agreements with retroactive condition records in the rebate due list (SAP Easy Access menu: 6DOHV → 5HEDWH�0DQDJHPHQW�→�8SGDWH�5HEDWH�'XH�/LVW). ~

While this flag is set, no settlement takes place for the respective agreement. The system removes the 5HWURDFWLYH flag, if you update the rebate due list.

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© SAP AG CR300 12-18

SAP AG 2004

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~ ([WUDFWV are saved as database tables in the rebate application. They contain all the information that the system needs for processing the rebates, for example, accrual amounts, condition records and transaction data. ~

In rebate management you can make FKDQJHV�WR�WKLV�GDWD. For example, you can extend the validity period of the rebate agreement, or change condition records that are stored in the agreement. Maybe you also want to change the accrual amount that has been specified in the agreement. For such changes the system has to process the rebate extracts again so that the rebate due list can be updated. ~

You have the following options for triggering the reprocessing of extracts: y Via the screen 8SGDWH�5HEDWH�'XH�/LVW (6$3�(DV\�$FFHVV → 6DOHV → 5HEDWH�0DQDJHPHQW → 5HEDWH�'XH�/LVW → 8SGDWH�5HEDWH�'XH�/LVW)

y Via the screen 0DLQWDLQ�5HEDWH�([WUDFW (6$3�(DV\�$FFHVV → 6DOHV → 5HEDWH�0DQDJHPHQW → 5HEDWH�([WUDFW → 0DLQWDLQ�5HEDWH�([WUDFW) ~

The system finds all affected extracts and performs another rebate determination. ~ The system cancels the accruals that have been formed and performs another cumulation. ~ If necessary, the system triggers another transfer of the rebate due list to financial accounting.

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© SAP AG CR300 12-19

SAP AG 2004

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~ In rebate management, it is sometimes necessary to rebuild the UHEDWH�GXH�OLVW. This is necessary, for example, if you wish to change the assembly rule that is assigned to a certain rebate agreement. In this case, the system has to assign fields from the extract to the rebate due list again. ~

SAP recommends setting the 6LPXODWLRQ flag before you rebuild the rebate due list. If you set this flag, the system displays a log with all existing errors so that you can make corrections before the rebuild clears, deletes or replaces data. ~

In the process control screen area you have the following options: y :LWK�,QLWLDOL]DWLRQ: If you select this option, the system removes all entries from the rebate due list

and rebuilds it on the basis of the extracts. y :LWKRXW�,QLWLDOL]DWLRQ: If you choose this option, the system adds new entries to the rebate due list. y 6LPXODWLRQ: If you set this flag, the system simulates a rebuild of the rebate due list. This way you can

check the due list for errors before the actual rebuild takes place. ~ To check changes in the rebate due list, choose the 'LVSOD\�$SSOLFDWLRQ�/RJ icon from the toolbar.

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© SAP AG CR300 12-20

SAP AG 2004

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© SAP AG CR300 12-21

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At the conclusion of this exercise, you will be able to:

• Create a rebate agreement

• Use the rebate due list

• Create a settlement document

1-1 You want to enter into a rebate agreement with your customer ��0HJDVWRUH. Mark ##Megastore as relevant for rebate in the business partner master.

1-2 Create a new rebate agreement for customer ��0HJDVWRUH.

1-2-1 Choose the transaction type: 5HEDWH�$JUHHPHQW� Your customer is to receive a rebate of 86'����SHU�SLHFH�for product +7������ If he buys more than �����SLHFHV��he is supposed to receive a rebate of�86'����SHU�SLHFH� To prepare ourselves for the rebate payment, we want to set up an DFFUXDO�of�86'������SHU�SLHFH Use the %21860$7(5,$/�product to enter the item data. Maintain the data of the rebate agreement until it is free of errors and save the transaction. ___________________________________________________________________

1-2-2 Release the rebate agreement ($OO�,WHPV�o�5HOHDVH).

1-3 Create a sales transaction and a corresponding invoice for your customer ##Megastore:

1-3-1 Create an order of the 6DOHV�3URFHVV��=6$/��document type. Enter sold-to party ��0HJDVWRUH, product +7����� and quantity ���SLHFHV. _______________________________________________________________

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© SAP AG CR300 12-22

1-3-2 Deliver the order in the ERP system, pick and post the goods issue.

1-3-3 Create a billing document for this order by editing the billing due list. _______________________________________________________________

1-4 Update your rebate due list. This is necessary because the rebate agreement was only created today and the condition record has the 5HWURDFWLYH flag due to the validity period.

1-4-1 Select the extracts via the sold-to party ��0HJDVWRUH��Do not forget to remove the�6LPXODWLRQ�flag�

1-5 Edit the rebate due list. Execute a partial settlement and look at the settlement document.

1-5-1 Select the rebate due list for the SDUWLDO�VHWWOHPHQW SURFHVV�W\SH and the customer ��0HJDVWRUH� Set the selection date 6HWWOHPHQW�'XH�%\: sufficiently far in the future.

1-5-2 Display the details for your agreement item and check the following data: Rebate recipient: _____________________________________________ Condition type: ____________________________________________ Cum. Cond. Base: _______________________________________ Payment Value: ______________________________________ Open Accruals: __________________________________________

1-5-3 Perform a partial settlement. ( icon).

1-5-4 Display the settlement document.

What is the net value of the settlement document? ____________________________________________________________________

Which conditions are displayed on the &RQGLWLRQV tab? ____________________________________________________________________

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© SAP AG CR300 12-23

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At the conclusion of this exercise, you will be able to:

• Create a rebate agreement

• Use the rebate due list

• Create a settlement document

1-1 You enter a rebate agreement with your customer ��0HJDVWRUH.

Mark ##Megastore as relevant for rebate processing in the business partner master.

6$3�0HQX�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�0DLQWDLQ�%XVLQHVV�3DUWQHU�Select your business partner ##0HJDVWRUH.

Choose the role 6ROG�WR�SDUW\� Goto the sales area data and select the sales area 86�6DOHV�DQG�6HUYLFH�������, Internet Sales ������Choose the entry for GLYLVLRQ����ZLWK�QR�WH[W. On the %LOOLQJ�tab select the 5HOHYDQW�IRU�5HEDWH�IODJ��Save the business partner.

1-2 Create a new rebate agreement for customer ��0HJDVWRUH. 6$3�0HQX�o�6DOHV�o�5HEDWH�0DQDJHPHQW�o�0DLQWDLQ�5HEDWH�$JUHHPHQWV�1-2-1 Select the 5HEDWH�DJUHHPHQW transaction type and enter the following:

Description: ���5HEDWH�DJUHHPHQW Sold-to party: ��0HJDVWRUH. From: 7RGD\ To: (QG�RI�PRQWK In the ,WHP�'HWDLOV screen area, enter the product %21860$7(5,$/.

Condition Type: �%�� Rebate: Customer/product Sales organization: SDOHV�86 Distribution channel: �� Sold-to party: ��0HJDVWRUH Product ID: +7����� Amount: ������86' Accrual: ������86' …

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© SAP AG CR300 12-24

…

Select the condition line and choose 6FDOHV Click on the &UHDWH�6FDOHV�button.

In the dialog box that appears then choose %DVH�6FDOH

Choose the ,QVHUW�6FDOH�/HYHO�button�Enter the scale quantity �����SLHFHV and condition amount ���86'.

Save the rebate agreement.

1-2-2 Release the rebate agreement ($OO�,WHPV�o�5HOHDVH).

Open your rebate agreement and, in the screen area 5HEDWH�7UDQVDFWLRQ� choose the $OO�,WHPV�button and choose�5HOHDVH.

1-3 Create a sales transaction and a corresponding invoice for your customer ##Megastore:

1-3-1 Create an order of the 6DOHV�3URFHVV��=6$/��document type. Enter sold-to party ��0HJDVWRUH, product +7����� and quantity ���SLHFHV.

6$3�0HQX�o�6DOHV�o�0DLQWDLQ�6DOHV�7UDQVDFWLRQV��

1-3-2 Deliver the order in the ERP system, pick and post the goods issue.

:LWK�UHJDUG�WR�WKH�DSSURDFK��ZH�ZRXOG�OLNH�WR�UHIHU�WR�WKH�FRUUHVSRQGLQJ�H[HUFLVH�SDUW�LQ�WKH�³2UGHU�0DQDJHPHQW´�XQLW��

1-3-3 Create a billing document for this order by editing the billing due list.

6$3�0HQX�o�6DOHV�o�%LOOLQJ�o�0DLQWDLQ�%LOOLQJ�'XH�/LVW�Select your billing due list using the sold-to party, the document number or the user name.

Mark the selected row and choose the�,QGLYLGXDO�%LOOLQJ�button� .

1-4 Update your rebate due list. This is necessary because the rebate agreement was only created today and the condition record has the 5HWURDFWLYH flag due to the validity period.

6$3�0HQX�o�6DOHV�o�5HEDWH�0DQDJHPHQW�o�5HEDWH�'XH�/LVW�o�8SGDWH�5HEDWH�'XH�/LVW�1-4-1 Select the extracts by the sold-to party ��0HJDVWRUH��Do not forget to remove the�

6LPXODWLRQ�flag�

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© SAP AG CR300 12-25

1-5 Edit the rebate due list. Execute a partial settlement and look at the settlement document.

6$3�0HQX�o�6DOHV�o�5HEDWH�0DQDJHPHQW�o�5HEDWH�'XH�/LVW�o�0DLQWDLQ�5HEDWH�'XH�/LVW��1-5-1 Select the rebate due list for the SDUWLDO�VHWWOHPHQW SURFHVV�W\SH�and the customer

��0HJDVWRUH� Set the selection date 6HWWOHPHQW�'XH�%\: sufficiently far in the future.�

1-5-2 Display the details for your agreement item and check the following data: Select the item line and press the 'HWDLOV button. The data is on the *HQHUDO�WDE� Rebate recipient: ��0HJDVWRUH Condition type: �%�� Cum. Cond. Base: ����Payment Value: ����86' Open Accruals: ����86'�

1-5-3 Perform a partial settlement. ( icon).

Return to the list, select the line and choose 3DUWLDO�6HWWOHPHQW�

1-5-4 Display the settlement document.

6$3�0HQX�o�6DOHV�o�5HEDWH�0DQDJHPHQW�o�6HWWOHPHQW�'RFXPHQWV�o�0DLQWDLQ�6HWWOHPHQW�'RFXPHQWV�Select by payer ##Megastore, for example.

What is the net value of the settlement document?

The value corresponds to the payment value in exercise 1-5-2.

Which conditions are displayed on the &RQGLWLRQV tab?

The clearing of the accruals and the posting of the rebate credit memo for the rebate recipient.

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© SAP AG CR300 12-26

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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SAP AG 2004

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� Of course, you could use sales document type TA as the copy template in SAP ERP. Sales document type Z300 has evolved from TA and was only made a bit smaller with regard to copying control.

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SAP AG 2004

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� Take a look at the SAP Tutor for this subject; you can find it at: y 7UDQVDFWLRQ�6%:3��!�6KDUHG�)ROGHUV��!�)ROGHU�&5����7XWRUV

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SAP AG 2004

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� You find the Condition Editor under: y 6$3�,PSOHPHQWDWLRQ�*XLGH��!�&XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW��!�%DVLF�)XQFWLRQV��!�$FWLRQV��!�$FWLRQV�LQ�WKH�7UDQVDFWLRQ��!�&KDQJH�$FWLRQV�DQG�&RQGLWLRQV��!�'HILQH�&RQGLWLRQV�

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SAP AG 2004

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SAP AG 2004

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© SAP AG CR300 13-14

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At the conclusion of this exercise, you will be able to:

• Create a contract type in SAP CRM

1-1 Create a new transaction type and make subsequent settings so that you can use the new transaction type in production.

1-1-1 Copy transaction type 4&75��TXDQWLW\�FRQWUDFW� to =4������TXDQWLW\�FRQWUDFW�. Only rename the transaction type short text and description at first. Do not change anything else.

1-1-2 Copy item category QCTR to create item category ZQ## (quantity contract item ##). Change the processing rule in such a way that exceeding the target quantity is allowed in the last release.

1-1-3 Make the settings for item category determination so that item category ZQ## is found in transaction type =4##.

1-1-4 Create a contract of the type ��4XDQWLW\�FRQWUDFW. Enter sold-to party ��0HJDVWRUH and product +7������with the target quantity �� pieces.

1-1-5 Save the contract and write down the number.

________________

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© SAP AG CR300 13-16

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2-1 Create a new transaction type and make subsequent settings so that you can use the new transaction type in production.

2-1-1 Copy transaction type 7$��7HOHVDOHV� to =7������5HOHDVH�RUGHU�. Only rename the transaction type short text and description. Do not change anything else.

2-1-2 Maintain item category determination. You would like to be able to enter standard items in a transaction in your newly created transaction type. Item category 7$1 should be used

2-1-3 Create a sales order of type ��5HOHDVH�RUGHU. Enter sold-to party ��0HJDVWRUH and ��pieces of product +7�����.

2-1-4 Save the sales order and note the number.

________________

2-1-5 Go into change mode and take a look at the message/application log. What do you see?

Why do you receive an error message?

Display the long text of the message.

2-1-6 In SAP ERP, create a new sales document type by copying the existing entry, =���, to =7��. Use short text ��&50�2UGHU. When asked “Is this entry also relevant for copying control?” choose <HV. Save your settings and confirm the dialog box.

The short text of both the transaction type and the sales document type can be different, but the technical key (ZT##) has to be identical.

Identical keys are also necessary for item categories that are used in a CRM sales order.

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© SAP AG CR300 13-18

2-1-7 In CRM, change the sales order and trigger order distribution. Use the predefined action 5(6(1'B%'2&6.

Since the reason for the error message in the application log is no longer relevant, the order is successfully distributed to SAP ERP. You can refresh the document flow to check this.

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© SAP AG CR300 13-19

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2-1 Create a new transaction type and make subsequent settings so that you can use the new transaction type in production.

2-1-1 Copy transaction type 7$��7HOHVDOHV� to =7������5HOHDVH�RUGHU�. Only rename the transaction type short text and description. Do not change anything else.

6$3�*8,��Choose 6$3�0HQX�→�$UFKLWHFWXUH�DQG�7HFKQRORJ\�→�&RQILJXUDWLRQ�→�&XVWRPL]LQJ.�Go to the 6$3�5HIHUHQFH�,0*.

Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�7UDQVDFWLRQ�7\SHV.�([HFXWH this activity.

Select 7$�and choose &RS\�DV«.

Enter the following data:

Trans. Type:� =7��

Description:� �# Release order

Description:� �# Release order

Choose (QWHU,�confirm the dialog box, and save the changes.

2-1-2 Maintain item category determination. You would like to be able to enter standard items in a transaction in your newly created transaction type. Item category 7$1 should be used.�6$3�*8,��Choose &XVWRPHU�5HODWLRQVKLS�0DQDJHPHQW�→�7UDQVDFWLRQV�→�%DVLF�6HWWLQJV�→�'HILQH�,WHP�&DWHJRU\�'HWHUPLQDWLRQ.�([HFXWH this activity.

…

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© SAP AG CR300 13-20

…

Choose 1HZ�(QWULHV and enter the following:

Trans. Type:� =7��

Item Cat. Group � 6WDQGDUG�,WHP�� �1250� Item Cat. Usage: � �EODQN!

Main item cat.� �EODQN!

Item category:� 7$1

Save this entry and go back to the SAP Menu.

2-1-3 Create a sales order of type ��5HOHDVH�RUGHU. Enter sold-to party ��0HJDVWRUH and ��pieces of product +7�����.

3&�8,��Top-level navigation� 6HOOLQJ�Subtab� 6DOHV�RUGHUV�Choose 1HZ� Choose ��5HOHDVH�RUGHU from the input help selection.�Sold-To Party: ��0HJDVWRUH�Product: +7������Quantity: ��6$3�*8,��Choose 6$3�0HQX�→�6DOHV�→�0DLQWDLQ�6DOHV�7UDQVDFWLRQV� Choose %XVLQHVV�7UDQVDFWLRQ�→�&UHDWH�→����5HOHDVH�RUGHU. Sold-To Party: ��0HJDVWRUH�Product: +7������Quantity: ��

2-1-4 Save the sales order and note the number.

Choose 6DYH�

2-1-5 Go into change mode and take a look at the message/application log. What do you see?

Why do you receive an error message?

The message/application log shows a red traffic light. An error message is displayed because in SAP ERP, the sales document type =7�� is not defined.

Go back to 'LVSOD\ mode.

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© SAP AG CR300 13-21

2-1-6 In SAP ERP, create a new sales document type by copying the existing entry, =���, to =7��. Use short text ��&50�2UGHU. When asked “Is this entry also relevant for copying control?” choose <HV. Save your settings and confirm the dialog box.

Choose 7RROV�→�&XVWRPL]LQJ�→�,0*�→�(GLW�3URMHFW. Go to the 6$3�5HIHUHQFH�,0*.�Choose 6DOHV�DQG�'LVWULEXWLRQ�→�6DOHV�→�6DOHV�'RFXPHQWV�→�6DOHV�'RFXPHQW�+HDGHU�→�'HILQH�6DOHV�'RFXPHQW�7\SHV.�([HFXWH this activity.

Select entry =����and choose &RS\�DV«.

Enter the following data:

Sales document type:� =7��

Description: ��&50�2UGHU Choose (QWHU, then <HV, save the data, and confirm the dialog box.

2-1-7 In CRM, change the sales order and trigger order distribution. Use the predefined action 5(6(1'B%'2&6.

3&�8,��Choose the 3ODQ�DFWLRQV icon and schedule action 5(6(1'B%'2&6.

Save the sales order.

6$3�*8,��Choose the $FWLRQV� icon and schedule action 5(6(1'B%'2&6.

After you execute the action 5(6(1'B%'2&6, save the order, wait a few moments, and go back into change mode.

The error message should be gone and the order should be successfully distributed to the SAP ERP system. (Check the document flow.)

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© SAP AG CR300 13-22

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© SAP AG CR300 13-23

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At the conclusion of this exercise, you will be able to:

• Set up the copying control for transaction types and item categories

3-1 To use release order ZT##, that is, in order to be able to create follow-up transactions for contract type ZQ##, you have to make the required entries in copying control for transaction types and item categories.

3-1-1 Create the copying control for source transaction type ZQ## to destination transaction type ZT##.

3-1-2 Create the copying control for source item category ZQ## to destination item category TAN.

3-1-3 Do not forget the entry for “Item category determination when copying” of source item category ZQ## for destination document category ZT##, because the message regarding open contracts, for example, does not work.

3-1-4 Create a release order for your previously created quantity contract with transaction type ZT##, to test whether it works. Enter sold-to party ��0HJDVWRUH and product +7������with the target quantity 10 pieces.

3-1-5 Save the release order and make a note of the number.

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© SAP AG CR300 13-24

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© SAP AG CR300 13-25

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At the conclusion of this exercise, you will be able to:

• Create a new alert category in SAP CRM

4-1 Create a new alert category and make subsequent settings so that you can use the new alert category in production.

4-1-1 From the “People Centric CRM Sales“ classification, choose the alert category &50B&2175B(;3��H[SLULQJ�FRQWUDFWV��go into change mode and create a copy of the alert category called =&5���B&2175B(;B��, and save.

4-1-2 Choose your alert category =&5���B&2175B(;B���and change the description to ([SLULQJ�FRQWUDFWV���.

4-1-3 On the &RQWDLQHU tab page, create an element OBJECT_ID with the description “Transaction number”. On the 'DWD�7\SH tab choose $%$3�'LFWLRQDU\�5HIHUHQFH with structure &50'B25'(5$'0B+ and field 2%-(&7B,'.

4-1-4 On the 6KRUW�7H[W�DQG�/RQJ�7H[W�WDE�you can enter the text types 7LWOH�RI�WKH�0HVVDJH and 6KRUW�7H[W��606��3DJHU� and use the ,QVHUW�([SUHVVLRQ

button to have the transaction number replaced dynamically in the text.

4-1-5 Finally, choose the )L[HG�5HFLSLHQWV tab and enter recipient 6$/(65(3���.

4-1-6 Save the alert category.

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© SAP AG CR300 13-26

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At the conclusion of this exercise, you will be able to:

• Create a new action profile in SAP CRM

5-1 Use the Action Wizard to create a new action profile and a new action, and make additional settings so that you can use this action profile in production.

5-1-1 Call up the Action Wizard and create an action profile:

Name: =352),/(B&2175$&7B���Description: 3URILOH�IRU�FRQWUDFW����Date Profile: &217���

Object Type: %86��������&50�6DOHV�&RQWUDFW� Action Definition: =$/(57B$7B(1'B��

Description: $OHUW�WZR�ZHHNV�EHIRUH�HQG�RI�FRQWUDFW Processing Time: �� �3URFHVVLQJ�XVLQJ�VHOHFWLRQ�UHSRUW Schedule Automatically: <(6

Partner Determination for the Action:

Partner-Dependent: <(6

Partner Function: ���������±�HPSOR\HH�UHVSRQVLEOH� Processing Type: 7ULJJHU�$OHUW Alert Category: =&5���B&2175B(;B���or (without exercise 4) =&5���B&2175B(;�(but there enter SALESREP-

## as the recipient as per exercise 4-1-5)�Communication Strategy: 'HIDXOW Action Description: $OHUW�WZR�ZHHNV�EHIRUH�HQG�RI�FRQWUDFW�Schedule Condition:� � � 1RQH Start Condition:� � � � 1RQH Choose &RPSOHWH�

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5-1-2 Start condition: Call up the condition editor.

Select your action profile and your action definition and navigate to the 6WDUW &RQGLWLRQ tab. Choose the description “ Start two weeks before end of contract ##”.

Click in the &RQGLWLRQ�'HILQLWLRQ screen area to create a start condition.

Create the following condition:

“ Two weeks before end of contract”��³7RGD\¶V�GDWH´

by choosing the corresponding date fields and the operator.

Save the condition.

5-1-3 Assign the newly created action profile =352),/(B&2175$&7B���to your contract type ZQ##.

5-1-4 Create a new contract of the type ��4XDQWLW\�FRQWUDFW. Enter sold-to party ��0HJDVWRUH and product +7������with the target quantity 20 pieces. IMPORTANT: Assign partner 6$/(65(3��� to the partner role “ Employee responsible.”

5-1-5 Start the action monitor with the selection parameter:

Action profile = =352),/(B&2175$&7B���0HQX�SDWK��6DOHV��!�0RQLWRULQJ��!�$FWLRQ�0RQLWRU�Select the unprocessed action and choose 3URFHVV� The status is “ Not Processed” because the start condition is not met.

5-1-6 In your contract above, change the end date to a value smaller than “ today + 14.”

5-1-7 Start the action monitor again with the selection parameter:

Action profile = =352),/(B&2175$&7B���Select the unprocessed action and choose 3URFHVV� The status is “ Successfully Processed” because the start condition is now met.

5-1-8 Look at the initial page in the portal

+20(�LQ�WKH�ZRUN�OLVW��tab page $OHUWV, or the $OHUW�/LVW on the 6DOHV�o�2YHUYLHZ�SDJH� After a certain delay, the alert should appear with the message that the contract is about to expire.

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([HUFLVHV�

�

�8QLW��� &DVH�6WXG\�7RSLF��� &RQGLWLRQ�0DLQWHQDQFH�*URXS�IRU�WKH�&RQWUDFW�

,WHP�

At the conclusion of this exercise, you will be able to:

• Set up a condition maintenance group for your contract item type

6-1 In your new contract type, you want to store special price agreements at item level. These are to be found in the release orders in pricing.

6-1-1 Create a new condition maintenance group =���B�� with the description ³6DOHV�FRQWUDFW���´ by copying condition type group 1400.

6-1-2 In the detail screen, remove all condition types except for condition type =&2� (price contract).

6-1-3 Assign the new condition maintenance group Z300_## to your contract item category ZQ##.

6-1-4 Create a new contract of the ��4XDQWLW\�FRQWUDFW type and check whether only condition type ZC01 can still be selected for the price agreements at item level.

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�([HUFLVHV�

�8QLW���� &DVH�6WXG\�7RSLF��� &XVWRPL]LQJ�'RZQORDG�RI�D�8VHU�'HILQHG����������������&RQGLWLRQ�7\SH�IURP�WKH�(53�6\VWHP�

At the conclusion of this exercise, you will be able to:

• Create a condition type in the ERP system and make it available in the CRM system by means of a Customizing download

7-1 Your company has signed an agreement with a new carrier, Walldorf Parcel. They will be your carrier of choice for all orders weighing 30 kg or less. The proper determination of the freight is to happen automatically.

7-1-1 Configure a new condition type <:�� in the ERP system to calculate Walldorf Parcel freight. Use condition type =)�� as the template. Use =)�� as the access sequence. The condition type should add up the net weight of DOO order items and take the following scale into account (group condition, calculation type, fixed amount, no scale check):

from 0 kg 2 USD

0.5 kg 3 USD

1 kg 4 USD

2 kg 5 USD

5 kg 6 USD

10 kg 8 USD

20 kg 10 USD

Up to a maximum weight of 30 kg

7-1-2 Pricing procedure: Create and save a new pricing procedure called <��35& by copying and saving the existing pricing procedure 59&;86.

7-1-3 Add the new condition type YW�� to your pricing procedure Y��35& immediately before condition type ZF00 (freight).

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© SAP AG CR300 13-32

7-1-4 &UHDWH�D�QHZ�FXVWRPHU�SULFLQJ�SURFHGXUH�IRU�\RXU�JURXS� From the table below, find your customer pricing procedure key and create an entry for it in Customizing and in the Customer pricing procedure configuration table.

Group number CuPP value (customer pricing procedure)

01 A

02 B

03 C

04 D

05 E

06 F

07 G

08 H

09 I

10 Y

11 C

12 L

13 M

14 N

15 O

16 P

17 Q

18 R

19 S

20 T

7-1-5 'HWHUPLQLQJ�WKH�SULFLQJ�SURFHGXUH� Modify the pricing procedure determination in Customizing to select your new pricing procedure automatically. A new entry must be made for the combination of your sales area, the document pricing procedure key A, and the customer pricing procedure key of your group that you created previously (see table above).

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© SAP AG CR300 13-33

7-1-6 &KDQJLQJ�\RXU�FXVWRPHU�WR�XVH�WKH�QHZ�SULFLQJ�SURFHGXUH� Change the customer pricing procedure key for customer���0HJDVWRUH in the key of your group you created in exercise 7-1-4.

7-1-7 Create a condition record for the YW�� condition type for your sales organization with the LQFRWHUPV�&,3. Use the scale values shown in exercise 7-1-1. Save the condition record.

7-1-8 7HVW: From the customer purchase order shown below, create a standard order.

7(/()$;

Customer:����������������0HJDVWRUH Order number: ##-�

Requested delivery date:�LQ�D�ZHHN

Material Quantity

+7���������������������������������������������

If the item condition screen does not show condition type YW## with the proper values, analyze the problem by selecting $QDO\VLV.

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© SAP AG CR300 13-35

6ROXWLRQV�

7-1 Your company has signed an agreement with a new carrier, Walldorf Parcel. They will be your carrier of choice for all orders weighing 30 kg or less. The proper determination of the freight is to take place automatically.

7-1-1 Condition type YW##:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o6DOHV�DQG�'LVWULEXWLRQ�o%DVLF�)XQFWLRQV�o3ULFLQJ�o3ULFLQJ�&RQWURO�o'HILQH�&RQGLWLRQ�W\SHV��Choose 0DLQWDLQ�&RQGLWLRQ�7\SHV. Select condition type ZF00 and click the &RS\�DV button.

On the next screen, change the condition type to <:���, the description to ³*URXS����3DUFHO´, and the access sequence to =)��.

Click the (QWHU button to copy the new condition type.

In order to use the values in the scale properly, the &DOFXODWLRQ�W\SH must be set to %, (fixed amount).

Since it will be adding together the gross weight of all items, the condition type must be set as a group condition with the VFDOH�EDVH�W\SH ', (gross weight scale).

In order to test for the maximum weight of 30 kg, the condition record must have a final line in the scale section of:

)URP��������NJ� ��XQL� To allow this type of scale which is first ascending, then descending, the “ Check value” field in the YW## condition type must be HPSW\ (scale rates are not checked).

Save the new condition type.

�8QLW�������&DVH�6WXG\�7RSLF��� &XVWRPL]LQJ�'RZQORDG�RI�D�6HSDUDWH�&RQGLWLRQ�����������������7\SH�IURP�WKH�(53�6\VWHP���

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7-1-2 Pricing procedure Y##PRC:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�6DOHV�DQG�'LVWULEXWLRQ�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�3ULFLQJ�&RQWURO�o�'HILQH�DQG�$VVLJQ�3ULFLQJ�3URFHGXUHV�Choose 0DLQWDLQ�SULFLQJ�SURFHGXUHV. Select pricing procedure 59&;86 and click the &RS\�DV button.

On the next screen, change the procedure to <��35& and the description to “*URXS����3URFHGXUH” .

Choose (QWHU. In the dialog box, choose &RS\�DOO. Save your pricing procedure.

7-1-3 Inserting condition type YW## in pricing procedure Y##PRC:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o6DOHV�DQG�'LVWULEXWLRQ�o�%DVLF�)XQFWLRQV�o�3ULFLQJo�3ULFLQJ�&RQWURO�o�'HILQH�DQG�$VVLJQ�3ULFLQJ�3URFHGXUHV�Choose 0DLQWDLQ�SULFLQJ�SURFHGXUHV. Select the pricing procedure Y##PRC and choose the &RQWURO�GDWD node in the overview tree.

Position your mouse in line ZF00 and select Copy.

In the copy screen, replace entry ZF00 with YW##.

Select (QWHU�to complete copying.

Save your pricing procedure.

7-1-4 Creating customer pricing procedures keys:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�6DOHV�DQG�'LVWULEXWLRQ�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�3ULFLQJ�&RQWURO�o�'HILQH�DQG�$VVLJQ�3ULFLQJ�3URFHGXUHV�Choose 0DLQWDLQ�SULFLQJ�SURFHGXUHV. Choose 'HILQH�&XVWRPHU�3ULFLQJ�3URFHGXUHV. Select 1HZ�(QWULHV. On the next screen, enter your customer pricing procedure key and the description “ Group ## KuSm” .

Save your entries.

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© SAP AG CR300 13-37

7-1-5 Pricing procedure determination:

0HQX�SDWK��6$3�5HIHUHQFH�,0*�o�6DOHV�DQG�'LVWULEXWLRQ�o�%DVLF�)XQFWLRQV�o�3ULFLQJ�o�3ULFLQJ�&RQWURO�o�'HILQH�DQG�$VVLJQ�3ULFLQJ�3URFHGXUHV�Choose 'HILQH�3ULFLQJ�3URFHGXUH�'HWHUPLQDWLRQ.

Select 1HZ�(QWULHV. On the next screen, enter the appropriate values, and Y##PRC in the 3ULFLQJ�SURFHGXUH field. Enter PR00 in the &RQGLWLRQ�W\SH field.

Save your entries.

7-1-6 Changing the customer:

0HQX�SDWK��/RJLVWLFV�o�6DOHV�DQG�'LVWULEXWLRQ�o�0DVWHU�'DWD�o�%XVLQHVV�3DUWQHUV�o�&XVWRPHU�o�&KDQJH�o�6DOHV�DQG�'LVWULEXWLRQ�Enter the customer number and the sales area.

Choose &RQWLQXH.

Choose 6DOHV�DUHD�GDWD.

Change the &XVWRPHU�SULFLQJ�SURFHGXUH field to the value you created in exercise 1-1-5.

�7-1-7 Creating condition records:

0HQX�SDWK��Logistics → Sales and Distribution → Master Data → Conditions → Select Using Condition Type → Create

Choose condition type YF##.

Enter the appropriate values and save the condition record.

7-1-8 Creating a standard order:

0HQX�SDWK��/RJLVWLFV�→�6DOHV�DQG�'LVWULEXWLRQ�→�6DOHV�→�2UGHU�→�&UHDWH�

If the item condition screen does not show condition type YW## with the proper values, analyze the problem by selecting $QDO\VLV.

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© SAP AG CR300 13-39

�([HUFLVHV�

�

�8QLW��� &DVH�6WXG\�7RSLF��� &XVWRPL]LQJ�'RZQORDG�RI�D�6HSDUDWH�&RQGLWLRQ�

7\SH�IURP�WKH�(53�6\VWHP�

At the conclusion of this exercise, you will be able to:

• Create a condition type in the ERP system and make it available in the CRM system by means of a Customizing download

7-2 )LUVW��ZRUN�WKURXJK�WKH�DGGLWLRQDO�FDVH�VWXG\�PDWHULDO�³&50�SULFLQJ�ZLWK�(53�GDWD´�LQ�WKH�DWWDFKPHQW��Then, after consulting the instructor or the other students, carry out a Customizing download of client-independent pricing elements from the ERP system to the CRM system.

7-2-1 Start the Customizing download with transaction 5�$6 for download objects '1/B&867B&1' (for example, condition types) and =&5���B&867B35& (for example, pricing procedure).

�

Download object ZCR300_CUST_PRC has optimized filter settings (only “ Y” pricing procedures) and replaces the original object '1/B&867B35&�which would have too long a runtime here.

�,Q�WKH�FRQWH[W�RI�WKLV�H[HUFLVH��GR�QRW�XVH�GRZQORDG�REMHFW�'1/B&867B&1'$//��DV�FOLHQW�LQGHSHQGHQW�REMHFWV�ZRXOG�EH�WUDQVSRUWHG�ZLWK�LW�DQG�WKHVH�FDQ�WULJJHU�H[WHQVLYH�JHQHUDWLRQ�LQ�WKH�&50�V\VWHP��

7-2-2 Monitor the download with monitoring transaction 5�$0��

7-2-3 Check whether your Customizing objects have arrived in the CRM system.

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© SAP AG CR300 13-40

7-2-4 Start the transfer of the condition master data that is based on condition table A800 (refers to access sequence ZF02 and thus the basis of condition types YW##) by means of download object '1/B&21'B$���.

(In addition, you could also include condition type YW## in a condition maintenance group to which you assign maintenance context “ GCM” (Global Condition Maintenance) in order to make it visible by means of the master data dialog “ Maintain Conditions” (transaction /SAPCND/GCM)).

7-2-5 'HWHUPLQLQJ�WKH�SULFLQJ�SURFHGXUH� Modify the pricing procedure determination in Customizing to select your new pricing procedure automatically. Change the entry, which you had created for reasons of consistency in the unit in the pricing for sales organization 50000609, distribution channel 30, document pricing procedure A and the customer pricing procedure, which you had created back then, from pricing procedure RVCXUS to <��35&�

7-2-6 Enter the parameter 35&B75$&(� �; in your user data, so that you can later execute a pricing analysis.

7-2-7 7HVW: From the customer purchase order shown below, create a UHOHDVH�RUGHU�=7��.

7HOHSKRQH�QRWH Customer:�������������������0HJDVWRUH Ext. Reference: ����

Requested delivery date:�LQ�D�ZHHN

Product Quantity

+7���������������������������������������������

If the item condition screen does not show condition type YW## with the appropriate values, analyze the problem using the $FFHVV button.

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© SAP AG CR300 13-41

�6ROXWLRQV�

�

�8QLW��� &DVH�6WXG\�7RSLF��� &XVWRPL]LQJ�'RZQORDG�RI�D�6HSDUDWH�&RQGLWLRQ�

7\SH�IURP�WKH�(53�6\VWHP�

7-2 After consulting the instructor or the other students, carry out a Customizing download of client-independent pricing elements from the ERP system to the CRM system.

7-2-1 In the CRM system you find transaction R3AS via:

0HQX�SDWK��$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�'DWD�([FKDQJH�o�,QLWLDO�/RDG�o�6WDUW�Select object '1/B&867B&1'� Choose ([HFXWH�to start the download.

Select object =&5���B&867B35&� Choose ([HFXWH�to start the download.

7-2-2 In the CRM system you find monitoring transaction R3AM1 via:

0HQX�SDWK��$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�0RQLWRULQJ�o'DWD�([FKDQJH�o�0RQLWRU�2EMHFWV�Select objects DNL_CUST_CND and DNL_CUST_PRC� Choose ([HFXWH�to start the monitoring.

7-2-4 Transfer the condition master data:

0HQX�SDWK��$UFKLWHFWXUH�DQG�7HFKQRORJ\�o�0LGGOHZDUH�o�'DWD�([FKDQJH�o�,QLWLDO�/RDG�o�6WDUW�Select object '1/B�&21'�B�$���� Choose ([HFXWH�to start the download.

Monitoring takes place in the same way as for the preceding objects.

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SAP AG 2004

� 7UDQVIHUULQJ�SULFLQJ�UHOHYDQW�(53�&XVWRPL]LQJ�GDWD�DQG�(53�FRQGLWLRQ�PDVWHU�GDWD�WR�WKH�&50�V\VWHP

&RQWDLQV�

$GGLWLRQDO�0DWHULDO�IRU�&DVH�6WXG\�6XEWDVN��

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SAP AG 2004

� 8QGHUVWDQG�WKH�WUDQVIHU�SURFHVV�RI�(53�SULFLQJ�&XVWRPL]LQJ�GDWD�WR�&50�

� 8QGHUVWDQG�WKH�WUDQVIHU�SURFHVV�RI�(53�FRQGLWLRQ�PDVWHU�GDWD�WR�&50

$W�WKH�FRQFOXVLRQ�RI�WKLV�VHOI�OHDUQLQJ�XQLW��\RX�ZLOO�EH�DEOH�WR�

&50�3ULFLQJ�ZLWK�(53�'DWD��2EMHFWLYHV

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SAP AG 2004

,3&

6FHQDULR��,3&�8VHV�'DWD�IURP�(53

(53 &50/RDGLQJ�'DWD

&50�'%

�

� You can use data transfer for comparing data between the ERP system and the CRM system, in order to ensure the accuracy of data in both systems. (Documentation is available in the SAP Library under CRM -> Basic Functions -> Pricing.)

� An initial data exchange and a delta data exchange is available.

� Initial data exchange y The initiative comes from the CRM system y Selection of an object, for which data should be exchanged y Transfer of complete conditions data to selected object y The initial exchange can be used for both Customizing data and condition data

� Delta data exchange y The initiative comes from the ERP system y When creating or changing condition data, changes are automatically transferred to the CRM system y Only changed data records are transferred, not the data of the whole object y The delta data exchange is only supported for condition master data at present

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SAP AG 2004

&RS\LQJ�(53�&XVWRPL]LQJ�'DWD�WR�&50

&50�'%

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/RJ

�

� Start the SMOF_DOWNLOAD program in the CRM system with transaction R3AS.

� In the standard delivery, the following objects are available for the transfer: y DNL_CUST_CNDALL (all data for condition techniques and pricing) y DNL_CUST_CND (data of the condition technique (excluding cross-client data)�

for example, condition types) y DNL_CUST_PRC (pricing data, for example, pricing procedure, condition exclusion)

� The object class of these objects is CONDCUSTOMIZIING These objects can be selected with transaction R3AC5 (condition objects).

� Structures transferred during data exchange from the ERP system can only be displayed in Customizing for the CRM system. Only Customizing data that is actually created in the CRM system can be changed in the CRM system. This is made possible by the source system indicator in the Customizing data.

� You get a data transfer log with transaction CND_MAP_LOG_DISPLAY (object: COND_EXCHANGE, subobject: CUSTOMIZING).

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SAP AG 2004

5HODWLRQVKLS�%HWZHHQ�&50�DQG�(53�&XVWRPL]LQJ

7DEOH&1'B0$3&B&19B7$%

�

� Changes to structures and tables by another condition model in the CRM system are automatically taken into account.

� There is a technical view in the CRM system in table CND_MAPC_CNV_TAB. The relationship between CRM and ERP tables is stored there. The CRM Customizing table is in the LOCAL_TABLE field, the ERP table, from where the CRM table is entered, is in the REMOTE_TABLE field. (You can display the contents using transaction SE16.)

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� The Customizing download cannot convert all data from ERP format into CRM format. Postprocessing converts all remaining objects from ERP to CRM format. Furthermore, all objects required for condition techniques are generated. Here, converted Customizing is taken as the basis.

� In particular, exceptional situations you might have to restart a regeneration manually. The latest version of the description of the required report is available in note 398078.

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� Start transaction R3AS in the CRM system with the following selection entries: y Object name: Object names for condition tables exist and begin with DNL_COND. Start the program

individually for each of these objects. �

Download objects do not exist for all condition tables. You can create new objects with transaction R3AC5. y Select “CONDITIONS” for the object class, and the name of the new download object for the object

name. Linked BDoc: CND_MAST_DEEP_SUP Block size: 1000 Tables: R3-side condition table Axxx KONH, KONP, KONM, KONW, TMC1K Download mapping module: CND_MAP_MAST_EXCHANGE_MAIN_MBD Call sequence: 1.2

� There are additional hints for creating download objects in Note 334219.

� You get a data transfer log with transaction SLG1 (object: COND_EXCHANGE, subobject: CONDITIONS).

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A description of the most important characteristics follows, (only the most important characteristics are included here).

� Leading tables are the PRICE tables. They correspond to the condition tables in the ERP system, but they also include information from tables KONP and KONH in the ERP system. In this way, the condition amount is now a part of the PRICE table for pricing (PR). Fields that are not required frequently, are included in an additional table, the SUPPLEMENT table. A SUPPLEMENT table exists for every PRICE table. A corresponding record is only written into the SUPPLEMENT table for an entry in the PRICE table, if one of the fields in the SUPPLEMENT table is not initial. If an entry in the SUPPLEMENT table exists, the SUPP_EXIST flag is set to ’X’ in the higher-level entry in the PRICE table.

� Nomenclature: y Prefix CNC y Application, for example, CRM y Application, for example, PR y Table names of the SAP-delivered tables: SAPxxx y User tables: CUSxxx

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KONM and KONW are never available simultaneously. y KONV: Conditions in the document

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Customer name space for supplement tables y PRCD_HEAD:

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Document conditions (corresponds to KONV) y CNL_CRMPRSCxxx �6FDOHV

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� Condition records can be maintained in the ERP or CRM system. You can define in which system condition records should be maintained. For this, you maintain table MNTCNT in the ERP system with transaction SM30 as follows: y No entry means that everything is maintained in the ERP system. y Enter a condition type/table, then this will be maintained in the CRM system. You should also enter

the use and application, as well as the CRM logical system. Changes cannot be made in ERP. y Condition types that only exist in the CRM system do not have to be entered; they can be maintained

in the CRM system. �

In the CRM system, your entries are replicated into table /SAPCND/T681M for display through the Customizing download.

� The entire control of maintenance through table MNTCNT in the ERP system is activated through the first initial download of an object of object class CONDCUSTOMIZING.

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? SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It is a platform that supports the business solution life cycle, from the Business Blueprint to configuration to production operation. SAP Solution Manager offers central access to preconfigured content, tools, and methodology that you can use during the evaluation and implementation of your systems. ?

For implementation, these tools include: y Content for evaluating and implementing business solutions predefined by SAP y The ASAP methodology for the implementation of business solutions y Tried and tested implementation and test tools, including the Implementation Guide (IMG) and the

Test Workbench y An authoring function that you can use to create your own project templates for your implementation

project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts. ?

SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up and run your own solution support.

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? SAP Solution Manager supports you in all phases of the evaluation and implementation. You can perform the following activities in an evaluation and implementation project with SAP Solution Manager: 1. Project preparation: The Roadmaps contain information and procedures for all phases of your

implementation project. Your work with SAP Solution Manager begins after the evaluation phase. The first step is to define your project in SAP Solution Manager.You enter administrative data (for example, details of project dates and resources) in the 3URMHFW�$GPLQLVWUDWLRQ transaction. You set the project scope and define the system landscape you require for the implementation of your solution during the project preparation phase.

2. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios, and business processes for the implementation of your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation, and assign individual process steps to transactions.

3. Realization: You configure your business scenarios in the development system. You check the test cases delivered with your solution and assign further test cases to individual processes and process steps. You perform a consistency check for the Customizing of your business processes. In other words, you check whether the Customizing is the same in the various application components. You synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. It is possible to carry out project analysis at any point during your project to obtain information on project status and on progress made in testing or configuration.

4 - 5. Final preparation, go live, and support: Perform remote SAP services and track their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, weekly SAP EarlyWatch Alert reports, and Central System Administration tasks.

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SAP AG 2004

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SAP AG 2004

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� Incentive compensation is recognized as one of the primary motivators of employee behavior. If structured correctly, a good incentive plan enables a company to effectively attract, motivate, and retain talent. By strategic use of incentive compensation, a company can also expect to increase revenue and improve profitability as individual staff goals are aligned with those of the company. �

Incentive and Commission Management (ICM) is a solution that enables all industries to represent all types of variable remuneration for employees and partners. It provides up-to-date and clear information on earned and expected commission and incentives. The main task is the determination and processing of incentives and commission. �

&RPPLVVLRQV are either remuneration based on business transactions, or direct remuneration (transaction based) (for example, remuneration for contract acquisitions or for customer visits). �

,QFHQWLYHV are remuneration calculated periodically (and based on periods of time). These may be calculated according to goals, for example, as bonuses, brokerage, premiums, participation, profit-sharing, non-monetary remuneration, or employee awards (for example, employees who bring about the most sales receive additional monetary or non-monetary remuneration).

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SAP AG 2004

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� A customer or prospect expresses interest in purchasing goods or services and qualifies as a sales opportunity. �

The sales representative determines what items to include in a sales proposal and estimates the commission potential of the transaction. �

A proposal is offered to the customer by the sales representative. � The customer signs the order or contract and the transaction is booked. Booking can trigger the commission payment. �

An invoice is generated and sent for the items that have been delivered to the customer. Shipment and invoicing can trigger the commission payment. �

Payment for invoiced items is received. Receiving the payment can trigger the commission payment. � The sales representative is awarded with a commission.

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SAP AG 2004

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� Using Incentive and Commission Management, you can create, manage, and report on incentive and commission programs. The ICM engine, which resides in SAP R/3 Enterprise, allows plan administrators to craft and administer complex compensation plans. The SAP CRM sales document (including a sales contract, sales order, or resale order) generated as the result of a closed deal provides a series of trigger-points for calculating incentives and commissions. The results of the calculations are extracted into both SAP BW and CRM. Based on CRM-ICM, sales staff can easily track their current performance and model potential compensation based on their sales pipelines through content accessed via the sales manager portal and the sales representative portal. 1. SAP CRM data transferred to ICM can be acquired from SAP CRM and/or SAP BW. 2. The ICM application automatically processes the commission cases associated with each sales

transaction. If necessary, commission cases can also be processed manually by the commission clerk. 3. Any errors or documents that require further processing (such as approval) result in SHQGHG�FDVHV.

These cases are then corrected by commission clerks within the ICM application. 4. The system calculates remuneration results and posts these results within commission documents. 5. The remuneration results are extracted to SAP BW along with CRM sales transactional data and

stored together within a CRM-ICM BW InfoCube for further analysis. 6. The commission case processing can be made available for settlement to any number of SAP or non-

SAP systems, such as mySAP Financials A/P, mySAP HR Payroll, or a legacy system. Settlement results can then be further processed by these other systems and ultimately disbursed to the appropriate recipients (employees or partners).

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SAP AG 2004

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� You may use the commission simulation to view the possible value of a commissionable sales opportunity using the Commission Simulation iView, accessed through the sales manager or sales representative portal. Commission simulation processing uses actual incentive plan contract data from ICM. By adjusting the sales parameters, you can view multiple “what-if” commission scenarios for the same sales opportunity.

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SAP AG 2004

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� When setting up Incentive and Commission Management, you must create and maintain all master data (organizational structures, business partners, and incentive plans) within the ICM engine in order to support CRM-ICM processing. 1. Create BW-ICM data transfer interface (SAP CRM): You perform this step only when you are

utilizing SAP BW as the source for your sales data. 2. Create organizational structure and staff assignments (SAP R/3): You create the organization structure

and roles necessary in ICM. 3. Create or maintain commission recipients (SAP R/3): You create commission recipients (business

partner data of, for example, sales reps or sales managers) within ICM if they do not already exist within the system.

4. Assign CRM business partners to commission recipients (SAP CRM): You create the CRM business partners who will be receiving commissions through CRM-ICM processing and map them to the recipients within ICM.

5. Create or maintain agreements for incentive plan contracts (SAP R/3). 6. Create or maintain incentive plan contracts (SAP R/3).

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SAP AG 2004

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� The standard commission contract is a contract template that contains agreements valid throughout the entire enterprise and for all business partners. These agreements are legally binding. A commission contract is derived from a standard commission contract as a result of negotiations between the sold-to party and commission recipient. The benefits of a standard commission contract are: y Certain agreements apply to all commission recipients throughout the enterprise, and cannot be

negotiated. y The commission clerk only needs to change the individualized contract components. �

Some of the agreements set down in the commission contract are: y Commission valuation agreement y Performance-related remuneration agreement: Performance-related remuneration is disbursed

according to the activity provided. Performance-related remuneration comprises the following: - Direct remuneration (for example, upon proof of contract signing) - Indirect remuneration: Remuneration that runs into other remuneration (for example, overriding

commission) - Conditions that are specific to the contract

y Participation agreement

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SAP AG 2004

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� The commission case determines the commission for each participant. � The commission case arrives in the ICM system via a structured inbound interface with information on the participants, activities, and objects relevant for commission. This information is taken from the sales order, the sales contract, or the resale order, which is transferred directly from mySAP CRM or is acquired from the SAP Business Information Warehouse. �

In Incentive and Commission Management, you can enter all direct and indirect participants that differ from the organizational structure. You can gain extensive information on the participant from the role of the participant and by including information on participation shares of several participants that differ from the rates defined in the master data. �

Steps: y In participant determination, the organizational structure forms the basis for determination of any

possible direct and indirect participants. These persons might be participants in a commission case, depending on the contractual agreements.

y Commission-relevant objects can be evaluated using one or several valuation types. This valuation forms the basis for historic updating of objects, where both the current value and the difference in object changes is determined. The valuation also forms the base value for the actual remuneration calculation. You can use the current absolute value of an object and the difference value that arises if an object is changed.

y You define individual remuneration types to suit your own requirements. Globally, a differentiation is made between direct remuneration (intended for disbursement) and indirect remuneration (not intended for disbursement). Remuneration types also control the determination of remuneration rules, tables and calculation schedules, and determination of account information for the settlement systems.

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SAP AG 2004

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� The following steps are necessary for the configuration and setup of CRM-ICM when transferring CRM documents to ICM. 1. Configure the ICM engine: ICM functionality is contained within SAP R/3 Enterprise and needs to be

customized within this system. The SAP commission system requires a commission application. The standard application provided by SAP within SAP R/3 is intended for use as a template. You need a to generate a customer-specific commission application in order to be able to use the SAP commission system to suit your requirements. This means that once the necessary software package is activated, the required function modules are generated. This is because the commission system can handle different commission processes with different CRM systems at the same time. You need to generate a customer-specific application at least once for a commission system. You may also have several commission applications in one commission system.

2. Configure the CRM server: SAP CRM has an interface to ICM that must be customized in the SAP CRM system

3. Set up ICM: After you have performed the necessary settings in mySAP CRM, you must configure the elements of a standard commission contract, which serves as a basis for an individual commission contract. The various agreement types are comprised of, for example, the valuation agreement, the remuneration agreement, and, if required, the participation agreement. Once the ICM configuration has taken place, you can set up your master data within ICM. (continued on next page)

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SAP AG 2004

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(continued from previous page) 4. Set-up the CRM master data and transactions: You set-up CRM master data and transactions

following standard CRM Sales processes. - How you set up the master data depends upon how your valuation is calculated. With the current

CRM preconfiguration within ICM, valuation is based on either the: • Industry sector of the sold-to party • Industry sector and the product category

- You can map CRM business partners when you are either creating or maintaining them using standard CRM business partner processes. Transactions (sales orders/contracts) must include the sales representatives and/or sales managers you have set up in CRM as business partners and mapped to ICM.

5. Maintain Commission Case: Once the transfer of sales order or contract to ICM from CRM has taken place, you maintain the commission case within ICM.

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SAP AG 2004

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� Flat-rate remuneration, guarantees, and remuneration for additional commission cases are calculated during the closing run and are posted in Incentive and Commission Management. �

The calculations refer to the reference period for the remuneration type and run on the specified key date. �

During the settlement run, the disbursement amount for the commission recipient is calculated and transferred to the payment system (target system) on a periodic basis. �

The disbursement amount is the total of the due date amounts. The commission documents form the basis of the calculation. �

A part of the calculated disbursement amount can be retained as a reversal reserve.

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