Upload
savera-kumar
View
24
Download
0
Embed Size (px)
DESCRIPTION
CR800 Eselling
Citation preview
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 1/416
© SAP AG CR800 Preface-1
CR800 CRM E-
Commerce (E-Selling, E-Service)
FS310 Inkasso/Exkasso
THE BEST RUN BUSINESSES RUN SAP
© SAP AG 2004
CR800
CRM E-Commerce (E-Selling, E-Service)
SAP R/3 Enterprise – SAP CRM 4.0 (BBP release)
2004/Q2
Material number 50067916
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 2/416
© SAP AG CR800 Preface-2
SAP AG2004
Copyright 2004 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in
any form or for any purpose without the express permission of
SAP AG. The information contained herein may be changed
without prior notice.
Copyright
Trademarks:
Some software products marketed by SAP AG and its distributors contain proprietary software components of other softwarevendors.
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.
SAP, R/3, mySAP, mySAP.com, xApps, xApp, 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.
These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies
("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be
liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those
that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be
construed as constituting an additional warranty.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 3/416
© SAP AG CR800 Preface-3
SAP AG2004
Prerequisites
Prerequisites:
CR100 mySAP CRM Base Customizing
Recommended:
You may deepen your knowledge of SAP CRM 3.1 and SAP CRM
4.0 E-Commerce functionalities by studying the respective mySAP
CRM Learning Maps
CR700 CRM Service
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 4/416
© SAP AG CR800 Preface-4
SAP AG2004
Target Group – Duration
Target Groups:
Employees of companies involved in implementing
mySAP CRM E-Commerce (E-Selling and E-Service)*
E-Commerce consultants
Duration:
Three days
* This course does not cover of the specific characteristics of the ISA
(SAP R/3 Edition).
For details on ISA (SAP R/3 Edition) please refer to course CR850.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 5/416
© SAP AG CR800 Preface-5
SAP AG2004
Course Objectives
This Course will enable you to:
Customize the mySAP CRM E-Commerce (E-Selling and E-Service)
scenarios
Outline the different features of the B2C and B2B Web shops
Customize the E-Commerce specific aspects of the CustomerRelationship Management (CRM) system.
Create and maintain your own catalog as well as your own Web shop
Enhance the Web shop with additional features such as Upselling,Accessories, Product Recommendations, Contract Negotiation,Request for Quotation, Batches, and so on
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 6/416
© SAP AG CR800 Preface-6
SAP AG2004
Course Agenda
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 7/416
© SAP AG CR800 Preface-7
SAP AG2004
Main Business Scenario
You work for IDES, Inc. IDES, Inc. is a manufacturer of
Hardware and Software and uses SAP's R/3 system in
sales and distribution.
IDES, Inc. purchased the mySAP CRM E-Commerce
solution as a platform for selling its products on the World
Wide Web. Since the company deals with both business
partners and consumers, IDES, Inc. is going to set up a
B2B shop and a B2C shop offering different ranges of
products.
You and your implementation team are responsible for
designing and implementing mySAP CRM E-Commerce.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 8/416
© SAP AG CR800 1-1
SAP AG2004
Foundation and Architecture
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 9/416
© SAP AG CR800 1-2
SAP AG2004
Foundation and Architecture
E-Commerce within mySAP CRM
E-Selling Shops B2B and B2C)
E-Commerce within SAP Solution
Manager
E-Selling Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 10/416
© SAP AG CR800 1-3
SAP AG2004
Foundation and Architecture: Unit Objectives
At the conclusion of this unit, you will be able to:
Describe features and advantages of the mySAP CRM
E-Commerce solution
Explain how mySAP CRM E-Commerce is integrated in SAP
Solution Manager
Describe the main components of the architecture
Delineate the usage of a Web shop within Channel Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 11/416
© SAP AG CR800 1-4
SAP AG2004
Foundation and Architecture I
E-Commerce within mySAP CRM
Delivered E-Selling Shops B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 12/416
© SAP AG CR800 1-5
SAP AG2004
Customer-Centric E-Business with mySAP CRM
The Solution is CompleteRich Functionality and Supporting Capabilities
Today’s complex customer problems require a deployable CRM solution that can directly address
specific challenges regardless of where or when they occur in the cycle of interacting with, selling to,and servicing an organization’s customers.
mySAP CRM blends deep functional capabilities in the core areas of marketing, sales, and service with
award-winning analytics that are directly embedded into the primary interaction channels with which
organizations engage their customers.
All of this enables the closed loop interaction cycle, underlined by mySAP CRM‘s unique value
propositions.
mySAP CRM is built on an open, reliable, secure, and scalable technology platform.
The strong and complete services offering of SAP helps to quickly implement mySAP CRM and
supports the ongoing optimization of the solution environment.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 13/416
© SAP AG CR800 1-6
SAP AG2004
Customer Centric Business with mySAP CRM
mySAP CRM E-Commerce
Turn the Web into a profitable sales and interaction channel
The mySAP CRM E-Selling solutions provides:
A complete solution that supports both B2B and B2C relationships. SAP provides templates thatcompanies can tailor to meet their specific business needs. These include B2B, B2C, as well as direct
and indirect selling scenarios.
A personalized buying experience for customers so that sales, service, interactions, and information
are tailored specifically to the need to of each customer. Personalization of content, products, prices,
and interactions allow customers to receive a more relevant and effective interaction, resulting in
increased customer satisfaction and higher close rates.
Convenient, easy-to-use, interactive selling and service. Customers have 24x7 access to all of the
information and processes that they need to purchase products and services and perform self-service
from your company. Customers have anytime access to product information, pricing, order, and
account status, and service history, as well as the ability to configure complex products or engage in
guided selling activities to help them select the best fit solution for their business needs. If the
information these customers need is not available online, they can immediately contact a customerservice representative, online, to resolve their questions through e-mail, call-back requests, chat, and
co-browsing.
End-to-End processes that are fully-integrated from pre-sales to sales to fulfillment, to invoicing and
receivables, through post-sales services.
In addition, mySAP CRM E-Selling enables you to extend your processes across your demand
network to incorporate partners into your E-Commerce strategy.
Ultimately reduce your overall cost of sales with lower cost per sales transaction, reduced errors and
need for technical support, reduced human interaction for each sale, and lower number of calls to
your call center.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 14/416
© SAP AG CR800 1-7
SAP AG2004
E-Selling
E-Marketing
E-Service
E-Analytics
E-Selling
E-Marketing
E-Service
E-Analytics
mySAP CRM E-Commerce
mySAP CRM E-Commerce:
B2B shop
B2C shop
Best sellers
Internet Customer Self Service
Encompassing sales, service, and marketing interactions,
as well as analytical methods
E-Commerce
mySAP CRM provides an E-Commerce platform that enables companies to turn the Internet into a
profitable sales and interaction channel for both business customers and consumers. The E-Commerce
applications extend across the enterprise, encompassing sales, service, and marketing interactions, as
well as analytical methods.
E-Selling
This key area provides comprehensive capabilities for selling products and services via the Internet,
while creating a new, strategic sales channel. Organizations can provide customers with personalized,
interactive, and easy-to-use sales and self-services via the Web, and streamline sales and fulfillment
operations to enable an end-to-end order-to-cash process. Companies can support business-to-business
or business-to-consumer selling scenarios, while significantly reducing their cost of sales.
E-Service Within a Web environment customers can take advantage of services such as:
Knowledge management, which includes product-specific FAQs, advanced search capabilities, and
integrated knowledge bases
Self-help services, which enable users to manage their accounts, installed bases, registered products,
service requests, complaints and returns, as well as view their contract and warranty entitlements
Live Web collaboration, a tool which lets customers communicate with a service representative via e-
mail, Internet telephony, chat sessions, or collaborative sessions
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 15/416
© SAP AG CR800 1-8
…
E-Analytics
This scenario enables you to record system information and customer behavior from SAP Customer
Relationship Management (SAP CRM). The recorded data can then be analyzed by the SAP Business
Information Warehouse (SAP BW). E-Analytics in E-Commerce incorporates both the analysis oftechnical aspects regarding the availability and performance of Web servers and Web pages, and the
examination of customer behavior on individual Web pages.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 16/416
© SAP AG CR800 1-9
SAP's solutions for selling products over the Internet are SAP CRM E-Commerce and SAP Internet SalesR/3 Edition:
SAP CRM E-Commerce
Integral component of the SAP CRM system
The Internet is considered to be a strategic sales channel
Enhanced system architecture
Larger range of functions (One-to-One Marketing, Guided Selling, advanced catalog maintenance,
catalog export functionality)
SAP Internet Sales R/3 Edition:
The customer works productively with the SAP R/3 system and wants to establish an additional saleschannel using the Internet
This channel can be set up very quickly using the SAP ISA R/3 Edition
Available for all SAP R/3 systems (as of release 4.0)
Administration of majority of data in SAP R/3
System architecture can be enhanced if required
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 17/416
© SAP AG CR800 1-10
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 18/416
© SAP AG CR800 1-11
…
If you upgrade from Internet Sales R/3 Edition to SAP CRM E-Commerce, no new Web layout is
required. The same JSP files can also be used by SAP E-Commerce. The majority of the required effort
is in the installation and Customizing of the CRM server.
This course covers the functionality SAP CRM E-Commerce (often also referred as CRM Internet
Sales). There is a separate course (CR850) on SAP Internet Sales R/3 Edition.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 19/416
© SAP AG CR800 1-12
SAP AG2004
mySAP CRM E-Commerce – Deployment Modes
E-Commerce with SAP CRM
E-Commerce with SAP R/3
E-Commerce within a Portal
mySAP CRM E-Commerce mySAP CRM Channel Management
E-Commerce with Channel Partners
Collaborative
Showroom
Partner Portal
For more information see class
CR870 CRM Channel Management
For more information see class
CR850 Internet Sales R/3 Edition
With mySAP CRM Channel Management SAP delivers a fourth interaction channel between your
company and the customer in addition to your Sales force (Field), your call center (Interaction Center)and your Web shop (E-Commerce) for example. The focus of Channel Management is the indirect sales
achieved with the help of the partners of your company.
E-Commerce with SAP R/3 (SAP Internet Sales R/3 Edition) enables companies to turn the Internet
into a profitable sales channel – without a CRM deployment (just using sales data and order
management from SAP R/3 SD).
Enhancements through E-Commerce with SAP CRM by an upgrade from E-Commerce with SAP
R/3 include:
Marketing and personalization (including cross/up selling, related accessories, bestseller-list)
Rule based ATP check using APO
Super User Concept
Call-off from contracts
Guided Selling
E-Service (Internet Customer Self Service)
Live customer support (Live Web Collaboration)
E-Commerce within a Portal: See next slide
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 20/416
© SAP AG CR800 1-13
SAP AG2004
Customer Portal: E-Commerce within a Portal
Web shop
E-Service
Billing
Biller direct)
E-Analytics
The Customer Portal provides a single point of access to
E-Selling, E-Service, and Online Support and Self-Services
Customer Portal features:
Direct access to sales and service applications
Single sign-on
Full contact history of sales and service activities
Personal product recommendations
News and information pushed to customers
Service Center & Dealer locator (partner locator)
Online billing and payment
Personalization features
Access to live support
Administrative self-services
Billing: You can integrate mySAP FSCM – Biller Direct to your customer portal to enable online
billing and payment (additional licensing of mySAP FSCM– Biller Direct is required). User
Management for applications like the Web shop and Biller Direct will we based on the User
Management Engine (UME) of the portal to enable single-sign-on access.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 21/416
© SAP AG CR800 1-14
…
As an alternative, Biller Direct can also be used with the Web shop without the portal (if you call Biller
Direct from the Web shop, the Web shop needs to create a SS02 Ticket, which in turn needs to be
accepted by Biller Direct).
Benefits: Usage of Biller Direct from the Web shop:
Web based billing and payment for available as self-service for customers
Maintenance of master data (like additional credit cards or bank accounts)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 22/416
© SAP AG CR800 1-15
SAP AG2004
Accessing a solutions database
Frequently asked questions
Creating and updating service requests
Complaint handling Maintaining installed base components
Searching for service contracts
Example Customer Portal: The Workset “Services”
The Workset Services gives the portal user access to the E-Service
functionality of mySAP CRM. Service functions include self-service
activities such as:
E-Service will be discussed in detail later.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 23/416
© SAP AG CR800 1-16
SAP AG2004
Channel Management: E-Comm. with Channel Partners
Collaborative Showroom
Joint Web shop offering of
the brand owner and his
channel partners to
customers
Partner Portal
Brand owners provide
partners with self-service
capabilities, as well asrelevant information and
content, critical business
transactions and powerful
analytics.
Incorporate partners in your E-Commerce strategy and
enable collaborative selling across organizational
boundaries
Channel
Manager
Customer
Channel
Partner
The goal of CRM Channel Management is to increase profitability in the indirect sales channel (that is,
via partners).
E-Selling is multi-dimensional:
Customers interact with the partners of the manufacturer and use Web shop or Customer Portal
Partners interact with the manufacturer and with the customer and use Partner Portal
Employees in the manufacturer's company interact with partners and use Channel Manager Portal
Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and
marketing of products and services. Customers have a single point of access to browse and purchase
from across the entire partner network.
Partner Portal – Companies can use this portal to inform their partners about new products, distribute
collateral and documentation, convey company news, offer training courses, and announce upcoming promotions. It supports key processes that companies undertake with partners, including lead
management, the creation and tracking of sales and purchase orders, collateral procurement, and
analytics.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 24/416
© SAP AG CR800 1-17
SAP AG2004
Channel Management Example: Lead Management
Manufacturer Partner Customer
Lead Customer Visit / Call
Partner Orders Order-on-Behalf (of Customer)
Delivery to Customer
Billing Document
Commission Information
For more information see class
CR870 CRM Channel Management
Purpose of Lead Management with Channel Partners: Distribution of new leads to the partner with the
skills and expertise to best meet the customer’s needs.
You can use this business scenario to automate your initial pre-sales process by streamlining the
capture, distribution, qualification, and analysis of leads in the channel management context. This frees
up your sales department to focus on the most valuable prospects. With the help of leads you can
provide a streamlined link between marketing and sales so as to accelerate the process between first
interest and sales.
In this scenario, leads are created with relevant contextual information either by the brand owner or the
channel partner. If created by the brand owner, they are routed to the appropriate partners. After the
partner accepts the lead, the partner contacts the related customer and further qualifies the lead. Based
on the on the response from the customer, the partner updates the lead status and converts it to an order-
on-behalf, if required. At the end of this process, the channel manager updates the lead metrics to
optimize future lead routings.
This scenario also facilitates various roles, such as Lead Manager, Channel Manager, Partner Manager,
and Partner Employee. Your interaction center agents or sales representatives can also use this feature
Partner Orders/Order-on-Behalf: Within the partner portal the partner can either:
Create a Partner Order via the Partner Shop
Create an Order-on-Behalf via the Customer Shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 25/416
© SAP AG CR800 1-18
SAP AG2004
Foundation and Architecture II
E-Commerce within mySAP CRM
Delivered E-Selling Shops B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
With CRM 4.0 the user interface of the B2B Web shop was changed as follows:
New header concept
- Separate document processing from catalog navigation
New navigation concept
- One central navigation area at top with sub-level navigation in the navigator
No more tabs for document handling
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 26/416
© SAP AG CR800 1-19
SAP AG2004
Business-to-Consumer Scenario: Example
A customer (consumer)
browses in the personalized
Web shop and searches for a
specific product. She is also
interested in the productproposals.
She adds two products to
her shopping basket,
checks for accessories, and
views the suggested cross-
and up-selling products.
An availability check for
her selected products is
performed to confirm the
requested delivery date.
The customer changes the delivery
address, selects payment via credit
card, and orders.
The order is automatically
transferred to the backend system.
One day later the
customer checks
the order status.
B2C Web shopB2C Web shop
Consumer
Features of the B2C Shop:
Registration as consumer
Product recommendations
Quick search in product catalog
Compare products
Product configuration
Price information
Save data and call up shopping basket
Delivery addresses can be changed (at header level)
Several payment methods are supported (invoice, cash on delivery, credit card)
Delivery type can be chosen
Text attachment can be added to the order
Order confirmation
Search through orders
Check status
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 27/416
© SAP AG CR800 1-20
…
Catalog and Order Mgmt. B2B for Occasional Users: Within this scenario it is possible to use a B2C
shop not with a consumer but a customer (enabling a customer to use a B2C shop). Set up: Maintain
XCM scenario b2boccasionalcrm.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 28/416
© SAP AG CR800 1-21
SAP AG2004
Business-to-Business Scenario: Example
A business partner logs on
to the personalized Web
shop. His specific catalog
view is displayed.
Back in the catalog he searches
for additional products, checks the
suggested cross- and up-selling
products and adds some of them
to the order.
He realizes that one of the
products is part of a
contract. After viewing the
contract details, he adds
this product to the order.
An availability check
is performed to
confirm the requested
delivery date.
He changes the delivery
address for specific line
items and orders.
The order is automatically
transferred to the backend
system.
He knows the material
number of some items and
adds them to his shopping
basket by entering these
numbers directly.
One day later the
customer checks
the order status.
B2B Web shopB2B Web shop
Consumer
Features of the B2B Web shop:
Personalized views
Product recommendations
Customer-specific pricing in Web catalog and basket
Quick search in product catalog
Compare products
Quick order entry
Product configuration
Online availability check in catalog
Order templates
Save data and call up shopping basket
Delivery addresses, type, and date can be set on item and header lever
Payment based on general terms and conditions in master data for the corresponding business partner
Text attachment for order and/or item
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 29/416
© SAP AG CR800 1-22
…
Order confirmation
Display of quotations, orders, order templates, contracts, invoices, credit memos, and down payments
Check status (open, completed, partially delivered, cancelled)
Change order (depending on fulfillment status)
Request for quotation
Contracts and contract negotiation
Price analysis in basket
Batches in basket
Live Web collaboration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 30/416
© SAP AG CR800 1-23
SAP AG2004
Foundation and Architecture III
E-Commerce within mySAP CRM
Delivered E-Selling Shops B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 31/416
© SAP AG CR800 1-24
SAP AG2004
E-Commerce within the Solution Manager
• Configuration Structures
mySAP CRM 4.0
• Basic Settings for E-Commerce
• Special Settings for ISA (R/3 Edition)
• Special Settings for E-Service
• Special Settings for E-Selling
• Scenarios
E-Commerce
• Catalog and Order Mgmt…
• Configuration Structures
mySAP CRM 4.0
• Basic Settings for E-Commerce
• Special Settings for ISA (R/3 Edition)
• Special Settings for E-Service
• Special Settings for E-Selling
• Scenarios
E-Commerce
• Catalog and Order Mgmt…
E-Commerce specific content:
With CRM 4.0 all configuration content for E-Commerce can be found within the SAP Solution
Manager. Within the SAP Solution Manager you can generate your own installation guide specific tothe chosen scenario.
Under Configuration Structures you find basic settings (for example, E-Service) that you need to
apply regardless of the chosen E-Service scenario.
Under Scenarios you find all scenario-specific configuration.
Please keep in mind that for E-Commerce you have to apply the basic settings for mySAP CRM and
Sales.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 32/416
© SAP AG CR800 1-25
SAP AG2004
Scenarios (E-Commerce) within the Solution Manager
Catalog and Order Mgmt…
In B2B in E-Commerce
In B2C in E-Commerce
In B2B for Occasional Users
With External Catalog Integration
With One-Step Business
Contract Management
Interactive Selling and Configuration
Live Web Collaboration
Shop Management
Web Auctions
Catalog and Order Mgmt…
In B2B in E-Commerce
In B2C in E-Commerce
In B2B for Occasional Users
With External Catalog Integration
With One-Step Business
Contract Management
Interactive Selling and Configuration
Live Web Collaboration
Shop Management
Web Auctions
E-Selling
Complaints and Returns Management
Service Request Management
Solution Search
Complaints and Returns Management
Service Request Management
Solution Search
E-Service
E-Commerce scenarios based on ISA (R/3 Edition) not listed
E-Commerce scenarios:
Catalog and Order Management in E-Commerce: Provides a centralized product catalog and enables
Web customers to receive quotations or place orders for products and services. This scenario isdelivered with a selection of scenario variants, each differing in specific processes.
Contract Management: Enables you to create long-term agreements that contain information about
prices and products for customers or group of customers.
Interactive Selling and Configuration: Provides customers with a rich online shopping experience
that helps them choose the products and services that best meet their business needs. Multimedia
content, guided selling, configuration advice, and real-time pricing empowers customers with all of the
information that they need to make an online purchasing decision without human intervention.
Live Web Collaboration: Assists customers who have queries or encounter problems while using the
Web shop (integration with the CRM Interaction Center).
Shop Management: As a Web shop manager, you can use this business scenario to create, view,
change or delete Web shops.
Web Auctions: Selling via e-Bay.
Not listed on the slide are the following E-Commerce scenarios based on ISA (R/3 Edition):
Catalog and Order Mgmt. B2B for Internal Users in ISA (R/3 Edition)
Catalog and Order Mgmt. B2B ISA (R/3 Edition)
Catalog and Order Mgmt. B2C ISA (R/3 Edition)
Catalog and Order Mgmt. B2B for Occasional Users in ISA (R/3 Edition)
Catalog and Order Mgmt. with External Catalog in ISA (R/3 Edition)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 33/416
© SAP AG CR800 1-26
SAP AG2004
Foundation and Architecture IV
E-Commerce within mySAP CRM
Delivered E-Selling Shops B2B and B2C)
E-Commerce within the Solution
Manager
E-Selling Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 34/416
© SAP AG CR800 1-27
The following components are required for SAP Internet Sales:
CRM Server, IPC, Index Server and SAP J2EE Engine, Browser
TREX = Index Management Service (IMS) system consisting of two parts:
IMS base component
- Realized in ABAP system (CRM base component)
- Creating, deleting, indexing, and updating of indexes
IMS search server: Trex (formerly called DrFuzzy)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 35/416
© SAP AG CR800 1-28
SAP AG2004
SAP Internet Sales: Efficient Load Distribution
Front Office Service
20%
Backend
Execution
4-5%
Web Platform
75%
CRMSAP R/3
.
.
.IPC
Index (IMS)
CatalogConditions
ConfigurationKnowledge
Quotation/availability check
Personalization
Order
Front Office Service
20%
Execution
4-5%
Web Platform
75%
Front End
The user interaction in Web stores generates a typical workload
Order
Picking,packaging,shipping
Browse through catalog
Search
Configure and price
Choose
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 36/416
© SAP AG CR800 1-29
SAP AG2004
J2EE Application Server consists of:
Web Container
( server-side presentation)
EJB (Enterprise Java Beans) Container
( Server-Side Business Logic - not used for Internet Sales,
therefore CRM business logic is used)
J2EE based services used by Web Container and EJB Container
( e.g. security, naming)
J2EE
2EE
Application
pplication
Server
erver
Web Container
ServletsServletsServlet
JSP
Services
EJB Container
EJB
EJB
EJB
What is a J2EE Application Server?
CRM 3.0/3.1 and CRM 4.0
JSP/Struts enabled WebShop
- Business logic and backend access realized in Java
- Flow logic realized by Struts action concept
- UI realized by JSP and Java taglibs
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 37/416
© SAP AG CR800 1-30
SAP AG2004
<html>
<b>This is a simple JSP</b>
<p>
<% out.println("Hello Fred");
%>
</html>
Java Server Pages
A textual document describing how to create a response from a request
Separation of static and dynamic content
Static content (HTML, Plain Text, XML)
Dynamic content (Scripts, Directives)
JSP pages are good at producing lots of textual output
Not well suited for business logic
Definition: Java Server Pages are text based documents capable of returning dynamic content to a client
browser. Java Server Pages can contain a mix of markup code (such as HTML and XML), programming code (Java code and so on), and special JSP tags allowing access to components such as
Java Beans.
Advantage of JSP: An integrated solution for generating and returning dynamic Web page content such
as HTML or XML to a client browser.
JSP (Java Server Pages) replaces the SAP proprietary technology (ITS, Flow Logic)
Web technology based on open, widespread, state-of-the-art standards.
New JSP technology runs on Java web application servers (for example, SAP J2EE Engine, IBM
Webshere).
No changes in CRM business logic (ABAP), the same APIs are used. Migration effort limited to
frontend.
More openness to incorporate customer specific applications and third-party products (full outside-
in).
Environment for professional Web design without limits (layout, interaction logic).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 38/416
© SAP AG CR800 1-31
SAP AG2004
Presentation
SAP Internet Sales Architecture in Detail
Browser
Interaction and Presentation Layer
Business Objects Layer
EIS CRM IMS IPCother systems,
e.g. SAP R/3
SAP JavaSAP Java Connector Connector
BLS Layer
J2EE Application Server
Internet Sales Web Application
XCM
Other Other connectorsconnectorse.ge.g.. socketssockets /JDBC /JDBC
JSP = Java Server Pages
BO = Business ObjectsBLS = Business Logic
Services
EIS = Enterprise InformationSystem
XCM = Extended
Configuration Management
JSP = Java Server Pages
BO = Business ObjectsBLS = Business Logic
Services
EIS = Enterprise Information
System
XCM = Extended
Configuration Management
The JAVA application in the Interaction Layer is subdivided in three levels:
Interaction and presentation Layer (consisting of Struts & JSPs):
In this level HTTP user requests are received and it is decided how they are processed. Dependent on
the user request, the appropriate action is loaded and the relevant Java classes from the Business Object
Layer is processed. The control logic is determined here.
Business Object Layer (BO Layer):
The Business Object Layer consists of Java classes, which represent the Business Objects (e.g., basket
or catalog). It forms a sturdy and slim interface (only a few methods are available). Additional, logic for
the individual customer must be implemented in these Business Object Layer.
Enterprise Application Layer (EAI Layer)
The Enterprise Application Layer forms a broad interface in contrast to the Business Object Layer,
which provides interfaces to the Business Object Layer existing business objects. The interface to a business object (e.g., basket) can possess arbitrary implementations for different Enterprise Information
Systems (EIS) (e.g., basket for CRM and basket for IPC). Communication of the JAVA application
with the CRM and IMS is made possible over the JAVA Connector of the SAP system. Communication
of the JAVA application with the IPC is made by Sockets.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 39/416
© SAP AG CR800 1-32
SAP AG2004
Deployment – Tools and Tasks
Deployment with SDM
• Select all deployment parameters correctly
at the beginning
• Create parameter directory where customer
places own files before deploymentImportant: Outside the J2EE Engine installation dir
Deployment with SDM
• Select all deployment parameters correctly
at the beginning
• Create parameter directory where customerplaces own files before deploymentImportant: Outside the J2EE Engine installation dir
Upgrade with SDM
• Under Parameter Deployment
Configuration, select use existing
deployment parameters Upgrade finished
Upgrade with SDM
• Under Parameter Deployment
Configuration, select use existing
deployment parameters Upgrade finished
Configuration with XCM
• During startup XCM copies customer
parameters in the created directory
• Configuration of application with XCM all
files are stored in customer directory
Configuration with XCM
• During startup XCM copies customer
parameters in the created directory
• Configuration of application with XCM all
files are stored in customer directory
Modification with ISA build tool
• The ISA build tool is based on Apache Ant
• Ant is the most common build tool for Java applications
Modification with ISA build tool
• The ISA build tool is based on Apache Ant
• Ant is the most common build tool for Java applications
Use:
SDM for deployment
XCM for configuration and upgrade
Build Tool for modifications
Software Delivery Manager (SDM)
Internet Sales 4.0 Web applications must be deployed with SDM
Maintain deployment parameters for Web application (EAR files)
Deployment parameters are saved to the Web application’s web.xml file
Further changes possible via Extended Configuration Management (XCM)
Build Tool
Supports building of project specific Web applications based on the Internet Sales applications
- Separation of project specific code and code delivered by SAP
- Automated build of project specific applications
- Software Delivery Manager (SDM) support for project specific applications
Standardized process for upgrading modified Web applications to a newer support pack or a newer
release
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 40/416
© SAP AG CR800 1-33
SAP AG2004
Extended Configuration Management (XCM):
(Replacing WEB.xml context parameters with XCM)
Tool which divides configuration data for E-Commerce in two types: Data maintained by SAP
This data must not be changed by the customer
Data maintained by the customer
Extended Configuration Management (XCM):
(Replacing WEB.xml context parameters with XCM)
Tool which divides configuration data for E-Commerce in two types:
Data maintained by SAP
This data must not be changed by the customer
Data maintained by the customer
Extended Configuration Management (XCM)
Goal of this concept: Clear separation of SAP and customer configuration.
SAP CRM has introduced a new concept for Java applications (Internet Sales, ICSS, IPC Web
Application) called Extended Configuration Management (XCM). The customer can use the XCM admin tool to modify his or her configuration after deployment. The
configuration will remain even after updating the Web applications (in contrast to changes directly in
the web.xml).
The XCM Administrator tool has been developed for common configuration activities (e.g., connection
parameters to SAP system).
Please note that the XCM Administrator cannot be used for less common settings. In this case
configuration changes must be done manually. Modification data is rarely changed and therefore not
maintained by the XCM Admin tool. This customer modification data is located in WEB-
INF/xcm/customer/modification. In most cases customer changes, done by customers, take place in init-
config.xml or backendobject-config.xml.
You should never change the files config-data.xml or scenario-config.xml. This is done using XCM
administration. Data maintained by SAP is located in the WEB-INF/xcm/sap folder.
Data maintained by the customer is located in the \xcm\customer\modification folder.
How the customer can use the XCM extension mechanism for manual configuration changes is
described in a separate document. This document is attached to note 673638.
For further reference regarding how to create a XCM application configuration (old: scenario) with the
help of the XCM Administration Tool (e.g., CRM_AEP_800), please refer to the section on Extended
Configuration Management (XCM) in the following guides:
CRM Web Application Installation Guide
Java Components for E-Selling and Channel Management Installation Guide
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 41/416
© SAP AG CR800 1-34
SAP AG2004
Foundation and Architecture: Unit Summary
You are now able to:
Describe mySAP CRM E-Commerce and the features and
advantages of this solution
Explain how mySAP CRM E-Commerce is integrated in SAP’s CRM
system
Describe the main components of the architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 42/416
© SAP AG CR800 1-35
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 43/416
© SAP AG CR800 1-36
Exercises
Unit: Foundation and Architecture
Topic: Internet Sales Scenarios
At the conclusion of this exercise, you will be able to:
• Describe the B2C and the B2B scenarios of Internet Sales and discusstheir specific functions
Your task is to demonstrate the business processes of Internet Sales.
Before doing so, you need to take a look at the B2B and B2C scenarios.
1 Look at the visual design, procedures, and basic functionality of the B2C scenario.
http://<webserver:port>b2c/b2c/init.do?scenario.xcm=IDESCRM80X
The last X stands for the last digit of your client.
Example: If your CRM client is 801, type:
http://…?scenario.xcm=IDESCRM801
1-1 Enter the specified URL in your Web browser and call up the B2C
scenario of Internet Sales.
Choose the WebShop PC4YOU_EN.
You will see the welcome page with the Special offers.
Browse through the Catalog until you reach the Monitors catalog area.
Go to the Detail view of product HT-1036 and then add this product to your
shopping basket.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 44/416
© SAP AG CR800 1-37
1-2 To receive personalized product recommendations, you have to maintain your
personal data.
You only need to maintain personal data if you want toreceive personalized product recommendations. To
maintain your customer profile, you first have to create auser.
Create a user.
Title: Mr. or Mrs.
First Name: ________________________________________
Name: ________________________________________
House No. and Street: ________________________________________
Field Name or Data Type Description or Value
City Antioch
Region Il for Illinois
Postal Code 60002
Country United States
(Use this address or any other valid US-address - otherwise the Tax
jurisdiction code can not be found).
E-mail address: ________________________________________
Password (twice): ________________________________________
Save your entries.
1-3 Create a customer profile. The customer profile consists of a series of
attributes (preferred Contact Channel and so on) that will be used to provide
the customer with product recommendations.
To create a personal profile and save it in the CRM system, you assign valuesto the attributes.
Select the desired values and choose Save customer profile.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 45/416
© SAP AG CR800 1-38
1-4 Browse through the catalog. Choose Computer and search for the product
R-1000C (under Configurable Systems).
Configure this computer as you wish.
1-5 Go to your shopping basket and then to checkout.Because you are still logged in under your user name, you do not have toreenter your user ID. If you had not logged in with your user name before, you
will be asked to do so now. You can log on by entering your e-mail address
and your password.
Specify that you are going to pay by invoice and are satisfied with theStandard Delivery Type.
The order data including the order number now displays.
Make a note of the order number:
____________________________________________________
2 Check the entries in the CRM system.
2-1 Log on to the appropriate CRM system.
2-2 Check whether the sales order you created in the last step of the exercise is in
the CRM system. (The sales order is also processed by the R/3.)SAPmenu → Sales → Maintain Sales Transactions.
Use the search function by selecting the Open Business Transaction
pushbutton. Enter the order number from the previous exercise and choose
Enter .Make a note of the number that the system has assigned for your sold-to party.
______________________________
2-3 Check that a business partner master has been created in the CRM system.
SAPmenu → Master Data → Business Partner → Maintain Business Partner
Enter the specified business partner number and look at the customer master
record.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 46/416
© SAP AG CR800 1-39
3 Check the entries in R3. (Optional)
3-1 Check whether the sales order you have created exists in the OLTP system.
3-2 Check whether a business partner master has also been created in the OLTP
system.Choose the following path: Logistics→ Sales and Distribution → Master Data
→ Business partners → Customer → Display→ Sales and Distribution or
Complete
4 Look at the visual design, procedures, and basic functions of the B2B scenario.
URL:
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
The last X stands for the last digit of your client.Example: If your CRM client is 801, please type:
http://…?scenario.xcm=IDESCRM801
4-1 Log on to the B2B scenario and choose the WebShop PC4BIZ_EN.
For the B2B scenario, you must enter a user (contact person) name and password to access the WebShop. For the exercises, you can use the following
contact person: 233 (Mr. Miller), password welcome.
Go to the order entry screen and add product HT-1050.
Check the different delivery addresses. Change the default address.
Create an order.
4-2 What differences did you notice between the B2B and B2C scenarios?
________________________________________________________
________________________________________________________
________________________________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 47/416
© SAP AG CR800 1-40
(optional)
Unit: Foundation and Architecture
Topic: Status Change
At the conclusion of this exercise, you will be able to:
• Describe and explain the order status mechanism between R3 – CRMand Internet Sales
• Process the created order in the backend system and check the statuschanges in CRM and in the WebShop
5 Process the created order in the backend system and check the status changes in CRMand in the WebShop
5-1 Check the status of your order in the CRM system.
SAPmenu → Sales → Maintain Sales Transactions
Look at the Status tab. What is the current status of the order?
Attention: Please leave transaction!
5-2 Check the status of your order in the WebShop. Log on to the WebShopPC4YOU_EN and look at your Open Orders.
5-3 Create a delivery to the order in R3.
Logistics→ Sales and Distribution→ Shipping and Transportation→
Outbound Delivery→ Create→ Single Document→ With Reference to SalesOrder
Field Name or Data Type Description or Value
Shipping point 3800
Selection date One week in the future
Order Order number from created order
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 48/416
© SAP AG CR800 1-41
5-4 Now check the status of the order in the CRM system and in the WebShop
again and note the new entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 49/416
© SAP AG CR800 1-42
Solutions
Unit: Foundation and Architecture
Topic: Internet Sales Scenarios
1 Look at the visual design, procedures, and basic functionality of the B2C WebShop.
http://<webserver:port>b2c/b2c/init.do?scenario.xcm=IDESCRM80X
The last “X” stands for the last digit of your client.
Example: If your CRM client is 801, please type:
http://…?scenario.xcm=IDESCRM801
1-1 Enter the specified URL in your Web browser and call up the B2C scenario of
Internet Sales.
Choose the Web Shop PC4YOU_EN.
You will see the welcome page with the Special offers
Browse through the Catalog until you reach the catalog area Monitors
Go to the detail view of product HT-1036 and then add this product to your
shopping basket.
Select the product description and then the Add to Shopping Basket button.
1-2 To receive personalized product recommendations, you have to maintain your
personal data.
You only need to maintain personal data if you want to
receive personalized product recommendations. Tomaintain your customer profile, you first have to create a
user.
Create a user.
Select My Account in the menu and choose the link Register . Maintain the
following values:
Title: Mr. or Mrs.
First Name: ________________________________________
Name: ________________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 50/416
© SAP AG CR800 1-43
House No. and Street: ________________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 51/416
© SAP AG CR800 1-44
Field Name or Data Type Description or Value
City Antioch
Region Il for Illinois
Postal Code 60002
Country United States
Use this address or any other valid US-address – otherwise the Tax jurisdictioncode can not be found).
E-mail address: _________________________________________
Password (twice): ________________________________________
Save your entries.
Choose the Save button.
1-3 Create a customer profile. The customer profile consists of a series of
attributes (preferred Contact Channel and so on) that will be used to provide
the customer with product recommendations.
To create a personal profile and save it in the CRM system, you assign valuesto the attributes.
In the menu, choose My account and then My Profile on the left.
Select the desired values and choose Save customer profile.
1-4 Browse through the catalog. Choose the area Computer and search for the product R-1000C (under Configurable Systems).
Configure this computer as you wish.
Choose the Configuration icon and maintain all the required entries .
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 52/416
© SAP AG CR800 1-45
1-5 Go to your shopping basket and then to checkout.
Click on Shopping Basket on the right hand side.
Because you are still logged on under your user name, you do not have to
reenter your user ID. If you had not logged in with your user name before, youwould be asked to do so now. You can log on by entering your e-mail address
and your password.
Choose the Go to checkout button.
Specify that you are going to pay by invoice and are satisfied with Delivery
Type Standard .
Now select the Continue button, then accept the general terms and
conditions and execute the Order.
The order data including the order number now displays.
Make a note of the order number:
____________________________________________________
2 Check the entries in the CRM system.
2-1 Log on to the appropriate CRM system.
2-2 Check whether the sales order you created in the last step of the exercise is in
the CRM system. (The sales order is also processed by R/3.)SAPmenu → Sales → Maintain Sales Transactions.
Use the search function by selecting the Open Business Transaction pushbutton. Enter the order number from the last exercise and choose Enter .
Note the number that the system has assigned for your sold-to party.
This number can be found on the General tab page.
______________________________
2-3 Check that a business partner master has been created in the CRM system.
SAPmenu → Master Data → Business Partner → Maintain Business Partner
Enter the specified business partner number and look at the customer master
record.
Choose Persons in the Find field, maintain the number, and choose Enter .
Then double click on the Business Partner
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 53/416
© SAP AG CR800 1-46
3 Check the entries in the R3 system. (Optional)
3-1 Check whether the sales order you have created exists in the SAP R/3 system.
Choose the following menu path: Logistics Sales and Distribution
Sales Order Display
Enter the order number that you noted.
3-2 Check whether a business partner master has also been created in the SAP R/3
system.
Choose the following menu path: Logistics Sales and Distribution
Master Data Business partners Customer Display Sales and
Distribution or Complete
Enter the business partner number that you noted.
4 Look at the visual design, procedures, and basic function of the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
The last “X” stands for the last digit of your client.
Example: If your CRM client is 801, type:
http://…?scenario.xcm=IDESCRM801
4-1 Log on to the B2B scenario and choose the WebShop PC4BIZ_EN.For the B2B scenario, you must enter a user name (contact person) and
password to access the WebShop. For the exercises, you can use the following
contact person: 233 (Mr. Miller), password welcome.
Go to the order entry screen and add product HT-1050.
Select Go! on the right hand side of New Transaction Create Order.
Maintain product HT-1050 in quantity 1.
Select the Update button.
Check the different delivery addresses. Change the default address.
Select one of the addresses available in the pull-down menu in the Deliverto address column at heater level.
Create an order.
Choose the Order button and confirm with OK.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 54/416
© SAP AG CR800 1-47
4-2 What differences did you notice between the B2B and B2C scenarios?
B2B: Log in as contact person
Direct input of a purchase order
Customer-specific pricing in the Web shop catalog
Availability Check in the Web shop catalog
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 55/416
© SAP AG CR800 1-48
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 56/416
© SAP AG CR800 1-49
(optional)
Unit: Foundation and Architecture
Topic: Status Change
5 Process the created order in the backend system and check the status changes in CRMand in the WebShop
5-1 Check the status of your order in the CRM system
SAPmenu → Sales → Maintain Sales Transactions
Look at the Status tab. What is the current status of the order?
The status in Open.
Attention: Please leave transaction!
5-2 Check the status of your order in the WebShop. Log on to the WebShop
PC4YOU_EN and take a look at your Open Orders.
Enter the specified URL in your Web browser
URL:
http://<webserver:port>/b2b/b2b/init.do ?scenario.xcm=IDESCRM80X
and call up the B2C scenario of Internet Sales. Choose the WebShop
PC4YOU_EN. Select My Account and register. Select Open Orders and
then the Order number. The status is Open.
5-3 Create a delivery to the order in R3-System
Logistics→ Sales and Distribution → Shipping and Transportation→
Outbound Delivery→ Create→ Single Document → With Reference to Sales
Order
Field Name or Data Type Description or Value
Shipping point 3800
Selection date One week in the future
Order Order number from created order
Enter and Save.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 57/416
© SAP AG CR800 1-50
5-4 Now check the status of the order in the CRM system and in the WebShop
again and note the new entries.
In CRM, the status is Completed .
In WebShop PC4YOU_EN, now select Completed Orders and then on the
Order number . The status is Finished .
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 58/416
© SAP AG CR800 2-1
SAP AG2004
Shop and User Management
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 59/416
© SAP AG CR800 2-2
SAP AG2004
Shop and User Management: Unit Overview
Shop Management
User Management
Super User Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 60/416
© SAP AG CR800 2-3
SAP AG2004
Shop and User Management: Unit Objectives
At the conclusion of this unit you will be able to:
Set up a Web shop via a Web application
Customize the Web shop according to your specific needs
Customize the relevant user-settings for a B2B and B2C Shop
Log on to a B2B Web shop with your own user account
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 61/416
© SAP AG CR800 2-4
SAP AG2004
Shop and User Management I
Shop Management
User Management
Super User Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 62/416
© SAP AG CR800 2-5
SAP AG2004
Save the web shop data into
CRM back-end table
Save the web shop data into
CRM back-end table
Maintain the web shop settingsMaintain the web shop settings
New Web-based Shop Managementhttp://web-server:port/shopadmin/shopadmin/init.do
New Web-based Shop Managementhttp://web-server:port/shopadmin/shopadmin/init.do
Shop Management Process
• General Information
• Catalog
• Order
• Marketing
……B2B
……B2C
Value 2Value 1Shop ID
New Web-based Shop Management replaces the SAP GUI transaction.
Convenient management of shop data in one central place.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 63/416
© SAP AG CR800 2-6
SAP AG2004
B2B Web Shop
Defining a Web Shop – Usage
Functions
Create New Shop for scenario
Display, Change and Delete Ex
Usage – Business Scenario:
B2C Web Shop
The drop down list box allow you to select Internet Sales B2B, Internet Sales B2C, or Internet Sales
B2C/B2B and specify whether the Web shop can be used in the B2B and/or the B2C scenario.
Business-on-Behalf , Collaborative Showroom, and Hosted Order Management are used in Channel
Management.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 64/416
© SAP AG CR800 2-7
SAP AG2004
You have to maintain control areas for each Web shop
Define a Web Shop – Overview
General InformationGeneral Information•• Shop ID / description *Shop ID / description *
•• Business scenario *Business scenario *
•• Authorization Authorization
•• User Administration *User Administration *
CatalogCatalog•• Product Catalog data *Product Catalog data *
Control AControl Areasreas
MarketingMarketing•• Global ProductGlobal Product
RecommendationRecommendation
•• Personalized ProductPersonalized ProductRecommendationRecommendation
•• CrossCross--,Up,Up--Selling,Selling,
Accessories Accessories
Order Order •• Order *Order *
•• QuotationsQuotations
•• ContractsContracts
•• Contract NegotiationsContract Negotiations
* = mandatory parameters
Web shop controls areas:
General Information:
- The usage of business scenarios (B2B and/or B2C Internet Sales, Business-on-behalf,
Collaborative Showroom, Hosted Order Management)
- Authorizations, User Administration
Catalog:
- Product Catalog data
Order:
- Order, Quotations, Contracts (B2B Internet Sales only), Contract Negotiations
Marketing
- Global Product Recommendation, Personalized Product Recommendation, Cross-, Up-Selling and
Accessories
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 65/416
© SAP AG CR800 2-8
SAP AG2004
Define a Web Shop – General Information
General Information Catalog Order Marketing
Control ParametersControl Parameters
General Information:
Usage
Business Scenario
Authorizations
Authorization Group
User Administration
Country group
Partner Function Contact Person
only for B2B scenario:
Authority group empty
all users can enter shop
Authority group filled
Only users with special
authorization can enter shop
Usage: Name of the Business Scenario
New Functionality with CRM 4.0:
Authorization Group: Key that is used to manage the authorization for calling up the Internet Sales
Web shop. The corresponding authorization set is CRM_ISA_SP.
Country group: Key that groups related countries according to certain criteria. The country grouping is
implemented during address maintenance in Internet Sales, to make a selection from all the countries in
the system.
Partner Function Contact Person: After the user has logged on, the system uses this partner function to
determine the company that the contact person belongs to and which functions as the sold-to party.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 66/416
© SAP AG CR800 2-9
SAP AG2004
Define a Web Shop – Product Catalog
Catalog Search (B2B Internet Sales)
Catalog
Catalog variant
Hide internal catalog
Catalog View
Controlling Price Determination in the Catalog
A Web shop is based on the product catalogA Web shop is based on the product catalog
via IPC
Read from Index Server (List Prices)
General Information Catalog Order Marketing
Product Catalog
Control ParametersControl Parameters
Product Catalog:
Select the product catalog and catalog variant that contain the correct content for the Web shop.
Only one product catalog and one catalog variant can be published per Web shop. Both fields are
mandatory.
With the field Catalog View you can determine specific catalog views and assign business partners to
them:
For each Web shop you decide whether personalized catalog determination shall take place or if a
specific view is presented to all Web shop visitors.
The check box Catalog Search controls the determination of personalized catalog views in B2B Internet
Sales. Select this field if you want to use catalog determination. Therefore, during logon in a Web shop,
the system determines the catalog views that are suitable for the user.
Flag Hide internal catalog is used to control whether the CRM product catalog is displayed. Parameter Controlling Price Determination in the Catalog facilitates price determination in a Web
shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 67/416
© SAP AG CR800 2-10
SAP AG2004
Define a Web Shop – Order (1/2)
Order
Order Type
Sales Office
CRM integrated availability check (SAP APO) or availability information (SAP R/3)
Internet Sales specific availability information using SAP R/3 (obsolet)
Availability check control
General Information Catalog Order Marketing
Control ParametersControl Parameters
Order:
For B2C and B2B scenario:
Order Type: Defines the characteristics and attributes of a business transaction (e.g., sales order,
service request, sales call) and specifies the control attributes (e.g., text determination procedure,
partner determination procedure ).
Sales Office: You can form purchasing groups (for example, departments) in a sales office with
specific sales responsibilities.
Availability check control : Shows the relevant information in the Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 68/416
© SAP AG CR800 2-11
SAP AG2004
Shop and User Management II
Shop Management
User Management
Super User Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 69/416
© SAP AG CR800 2-12
SAP AG2004
SAP R/3SAP R/3 SystemSystem
B2C Scenario: General Procedure
B2C Web Shop
Consumer
registers
CRM SystemCRM System
UploadUpload
2
1
3
SAP R/3 customer master record
created
Automatic creation of a new
business partner master record
Role consumer
Classification consumer
Data also retrieved from
Reference Business Partner
for Consumers
SU01-user or SU05 creation
Features of the B2C shop regarding the user management:
Voluntary log-in, but necessary for personalization features and ordering
Log-in with e-mail address and password
When a customer registers in a Web shop, a business partner master record is automatically created
in mySAP CRM
Business partner master record is completed using data from a reference business partner
Registration:
System checks if already a user with the same email/password combination already exists
E-mail address is stored in business partner data
Password is stored at SU05 internet user tables/SU01 user tables
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 70/416
© SAP AG CR800 2-13
SAP AG2004
Registration: Address Screen Layouts
ISA supports two address
screen layouts:
United States
European Standard
How to find the right layout:
Country is taken from sales
organization (attribute in
organization model)
Address layout key is defined in
country settings (IMG) Mapping to ISA supported layouts
(IMG)
USUS
European StandardEuropean Standard
The country is taken from the sales organization (attribute in the organizational model).
Address layout key is defined in country settings (IMG):
IMG Activity: Path in IMG: General Settings Set Up Countries Define Countries in
mySAP.com Systems
Layout formats supported by mapping of address layout key to ISA (IMG):
Path in IMG: CRM Internet Sales Define Address Formats
The address screen layout is also used in the B2B shop for defining/changing a new delivery address (as
in the B2C scenario).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 71/416
© SAP AG CR800 2-14
SAP AG2004
Shop management: General Information
Registration: Selectable Countries
Web ShopWeb Shop Control ParametersControl Parameters Restrict address entry tocertain countries
Restrict address entry toRestrict address entry tocertain countriescertain countries
User Administration
Country gr oup
Registration
US
Define country groupsin Customizing
Define country groupsDefine country groupsin Customizingin Customizing
Title
First Name
Last Name
House No/ Street
City
Country
The Country group field is used in the B2C Web shop when consumers register in the Web shop. When
specifying their personal data, consumers are also asked to enter their address (and country). Thecountry group controls which countries are supported in this Web shop (the delivery locations can be
restricted with this function). You can maintain the country group in Customizing (SPRO Customer
Relationship Management Internet Sales Define Country Groups). If no country group is entered
for the Web shop, all the countries maintained in the CRM system are supported in the Web shop.
The maintenance of the Region field is only possible if a country group is maintained (region needed for
tax jurisdiction code determination).
In the B2B scenario, the Country group controls the selection of countries if the delivery address
changes (as in the B2C scenario).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 72/416
© SAP AG CR800 2-15
SAP AG2004
B2C Scenario: Reference Business Partner
Maintain the reference business partner in the
relevant sales areas
IDES US West (Denver) Internet Sales
IDES US West (Denver) Internet Sales Cross-division
Sales organization Distribution channel Division Sales Shipping BillDoc.
Maintained Distribution Areas
REFBURAReference Bus. Partner Name Reference business partner/US
In the customizing of the CRM system you have to maintain a reference business partner via the IMG
activity Maintain Reference Business Partner for Consumers.
Maintain this business partner in the following two sales areas:
Sales organization of product catalog, distribution channel of product catalog, division <blank>
Sales organization of product catalog, distribution channel of product catalog, division of product
master or SAP R/3 dummy division
In the master record of this reference business partner for consumers maintain the set types Sales,
Shipping, and Billing.
By this you maintain data that will not be specified by the consumer when he or she registers in the
Web shop (customer pricing procedure, terms of delivery, terms of payment, and so on).
All company code relevant data are maintained in the SAP R/3 via transaction VD07 (ReferenceBusiness Partner for B2C Customer).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 73/416
© SAP AG CR800 2-16
SAP AG2004
B2B Scenario Overview
B2B Web Shop
Log on Change Password
User ID
KWiga
Password
********
Customer(contact person)
logs on to
B2B Web Shop
User Management (UM)
User ID*
E-mail*
For the companies
Authorizations*
SAP R/3SAP R/3 SystemSystemCRM SystemCRM System
DownloadDownload
A customer master record
Automatic creation of
Sold-to party (from SAP R/3)
Contact Person (from UM)
Internet User (from UM)
14
5
Features of the B2B shop regarding the user management:
Mandatory log in before entering the Web shop
Contact persons created by Web shop administrator
User concept (two different user types available)
B2B for occasional users:
B2C Templates can be used with B2B user Late login possible for B2B
Common B2B login problems:
Within the Shop Management the field Partner Function Contact Person does not have the value
0000015
Anonymous user not of user type SERVICE
Anonymous user password in web xml different to CRM
User/contact has no relationship to sold to’s
User has no authorizations
User comparison for role needed (Report PFUD)
User locked because of wrong login tries
The CRM system allows one password change per day
Consulting Note 506407
Consulting Note 395098
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 74/416
© SAP AG CR800 2-17
SAP AG2004
Creation and maintenance of B2B Internet User (contact person concept) for companies
Available functions: Internet user creation
Company assignment (supported by company search)
Role assignment
Copying data of existing Internet user
Search for existing Internet users
Maintenance of Internet user
Lock/unlock
Password reset
Change of user data
Change of company assignment
Change of role assignment
Delete Internet user
E-mail notification
(new user/password reset)
Creation and maintenance of B2B Internet User (contact person concept) for companies
Available functions: Internet user creation
Company assignment (supported by company search)
Role assignment
Copying data of existing Internet user
Search for existing Internet users
Maintenance of Internet user
Lock/unlock
Password reset
Change of user data
Change of company assignment Change of role assignment
Delete Internet user
E-mail notification
(new user/password reset)
User Management: B2B Internet User
This functionality can be used by a Web shop administrator (seller side) or a Super User (buyer side).
User Management URL: http://<Webserver:port>/useradmin/useradmin/init.do
For each B2B contact person, a BP partner and Internet user are created within the CRM.
Customizing:
1. Internet Sales Internet User User Settings
Set User Administration (since 3.1): Adjust the ISA web user administration
Set Roles for User Administration (since 3.1)
- Introduces all roles that can be assigned to internet users in the ISA web user administration
Enter reference users for internet user administration (since 4.0)
2. Internet Sales Internet User Internet User Settings
Set B2B Internet User must be set to Only use Internet user (SU01)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 75/416
© SAP AG CR800 2-18
SAP AG2004
B2B Scenario Overview: Existing Contact Person
B2B Web Shop
Log on Change Password
User ID
Miller
Password
********
Customer(contact person)
logs on to
B2B Web Shop
SAP R/3SAP R/3 SystemSystemCRM SystemCRM System
DownloadDownload A customer master record
with a maintained contact
person0
Automatic creation of two
business partners:1. Sold-to party
2. Contact person
Manual creation of Internet
User
1
3
If contact persons for a given company already exist, you can create Internet user directly within the
CRM. With the web application User Management you can create new contact persons.
One advantage of the User Management is that users can be created portal enabled. Login to a portal
with that user is possible then as well.
Manual creation of an Internet User:
Either via transaction SU05 (for an SU05 user) or via the business master of the contact person - role:
Internet User- (for an SU01 User).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 76/416
© SAP AG CR800 2-19
SAP AG2004
Needed for:
• Business logic
• Business processes• Business master data
Needed for:
• Business logic
• Business processes• Business master data
Needed for:
• Authentication
• Authorization (profiles, roles, ref. user)• Menu (portal)
Needed for:
• Authentication
• Authorization (profiles, roles, ref. user)
• Menu (portal)
Difference between Internet User and Business Partner
Business
usiness
Partnerartner
Linked by central person object (SU01) or
by using the same Identification (SU05)
Internetnternet
User
ser
Within SAP CRM two types of Internet users exist:
SU05 user (usage not longer recommended by SAP)
- Transaction SU05
- Use of Business Partner ID for User-ID
( linked by the same name)
- Object type: BUS1006 (Business Partner)
- Used for authentication
- Old user concept
- No authorization checks possible
- Needs anonymous (SU01) user for connections
- No SSO possible
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 77/416
© SAP AG CR800 2-20
…
SU01 user:
- SU01-user as Internet user
- B2B since release 2.0
- B2C since release 4.0
- Transaction SU01 (SAP user administration)
- Authorization checks possible (roles (B2B), reference user (B2C)
- Internet user from user type DIALOG
- Anonymous user from user type SERVICE
Business Partner
Address data, relationships to other business partners, Sales area dependent data
Control data, Status (released, blocked, archived, special status), Partner roles, Partner functions in
transactions
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 78/416
© SAP AG CR800 2-21
SAP AG2004
How to Create an Internet User
SU05SU05User User BusinessBusinessPartner Partner
SU01SU01
User User BusinessBusiness
Partner Partner
B2BB2B: Via transaction SU05
ID = BPnumber
Type = BUS1006
B2C B2C : User self registration
B2BB2B:
CRM: Via transaction BP
(for existing contact person)
- select BP role Internet user
- tab strip Internet user
Web: Web based User Management(recommended for new contact person)
B2C B2C : User self registration
Internet sales standard roles:
For anonymous user: SAP_CRM_ISA_ITSLOGIN
For B2B internet user / B2C reference user: SAP_CRM_INTERNET_CUSTOMER
New with CRM 4.0 for B2C: Enhanced possibilities in user management (SU01 user) enabled with
migration from existing concept (SU05 user):
In order to register or log on to a Web shop for B2C Internet Sales, you have to specify which Internet
user type is used in B2C in Customizing for Internet Sales.
Path in the IMG: Customer Relationship Management→ Internet Sales → Internet User → Internet
User Settings → Set Up Internet Users (B2C)
Choose one of the following values for the B2C Internet user
Change Internet user (SU05) to Internet user (SU01)
Only Use Internet user (SU01) - recommended by SAP
Only Use Internet user (SU05)
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 79/416
© SAP AG CR800 2-22
…
If Only Use Internet user (SU01) is checked, a CRM system user (SU01-user) will be created
automatically for each registered consumer. (BPnumber = User number). This user will refer to a
reference user, which needs to be created in advance. You need to assign the role
SAP_CRM_INTERNET_CUSTOMER to that user.
Assignment of the reference user: Maintain a reference user variable like $INTERNETUSR in the
customizing Set Up Internet Users (B2C) and map this variable to a reference user via transaction
SU_REFUSERVARIABLE.
The usage of SU05 Internet users is no longer recommended by SAP for the B2B shop. First you need
SU01 users for a portal integration (single-sign-on) and second future developments will build on the
SU01 functionality (like the UME Integration, which might be relevant for the B2C scenario with the
next release).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 80/416
© SAP AG CR800 2-23
SAP AG2004
Shop and User Management III
Shop Management
User Management
Super User Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 81/416
© SAP AG CR800 2-24
SAP AG2004
Web Shop Manager Web Shop Manager
Normal Shop User
(Contact Person)
Normal Shop User
(Contact Person)
Additional Superuser Additional Superuser
Superuser Concept: Overview
Superuser Superuser
Customer
ustomer
-side
ide
r
e
tes
re tes
r
e
t
e
s
re tes
As of CRM Release 3.1, a superuser on the customer side can create and maintain Internet users using
the Web-based interface in the user management. Flow:
The Web shop manager (seller-side) maintains the superuser's data
The initial password is automatically sent to the e-mail address maintained
The superuser can log on to the user administration and create master records either for normal shop
users or for additional superusers
The initial password is automatically sent to the user
Web shop Manager
Normal user of web shop provider
No business partner for user necessary
Role: SAP_CRM_ISA_WEBSHOP_MANAGER Administration of existing Internet users
Superuser
Company superuser
Contact partner with contact relation to companies
Role: SAP_CRM_ISA_UA_SUPERUSER
Creation of superusers and internet users for the related companies only
Can only assign roles which are assigned to himself
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 82/416
© SAP AG CR800 2-25
SAP AG2004
Super User Concept: Benefits
Cost reduction
Possibility to relocate the effort to create and administrate
Internet Sales users from the Web shop administrator on
the seller side to special users (superusers) on the customer
side
Self service
Multi level superuser concept enables a professional user
administration on customer side
Faster and better access control to the Web shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 83/416
© SAP AG CR800 2-26
SAP AG2004
Shop Management: Unit Summary
You are now able to:
Set up a Web shop via a Web application
Customize the Web shop according to your specific needs
Customize the relevant user-settings for a B2B and B2C Shop
Log on to a B2B Web shop with your own user account
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 84/416
© SAP AG CR800 2-27
Exercises
Unit: Shop and User Management
Topic: Shop Management
At the conclusion of this exercise, you will be able to:
• Describe the idea of a WebShop
• Create a new B2C and B2B WebShop
WebShop Management
1 Create a B2C WebShop for the additional exercises.
1-1 To access the WebShop admin application, open the following URL:
http://<webserver:50000>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X
X=last digit of your client (for example, “0” if the CRM client is “800”)
1-2 Log on with your CRM user name.
1-3 Choose scenario Internet Sales B2C and select the New Shop button.
1-4 Save your entries.
Field Name or Data Type Description or Value
WebShop ID ZB2CSHOP##
Description B2C WebShop for gr. ##
Country group US
Catalog PCSHOP
Variant VAR_EN
Transaction type ZIS
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 85/416
© SAP AG CR800 2-28
2 Create a B2B WebShop for the additional exercises.
2-1 To access the WebShop admin application, open the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80
X
X=last digit of your client (for example, “0” if the CRM client is “800”)
2-2 Log on with your CRM user.
2-3 Choose the Internet Sales B2B and select the New Shop button.
Field Name or Data Type Description or Value
WebShop ID ZB2BSHOP##
Description B2B WebShop for gr. ##
Partner Function Contact Person 00000015Country group US
Catalog PCSHOP
Variant VAR_EN
Transaction type ZIS
2-4 Save your entries.
3 Access your B2C and B2B shop using the following URLs and check if your shop appearsin the shop list.
B2B:<http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80 X &language=en>
B2C:<http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80 X &language=en>
X=last digit of your client (for example, “0” if the CRM client is “800”)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 86/416
© SAP AG CR800 2-29
Unit: Elements of CRM
Topic: User Management
At the conclusion of this exercise, you will be able to:
• Explain the relationship between business partner and Internet user
• Create a new Internet user .
In the following section, you will create a contact person for thecustomer Happy Store and then create an order for this customer in theB2B WebShop.
Business Partner in CRM: Happy Store
BP-Number: 3995
4. Creation of a Contact Person by a WebShop Manager
4-1 Start the Web-based user management application.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
4-2 Try to log on with the user name 233 and password welcome. Why did it not work?What message appears?
_________________________________________________________________
_________________________________________________________________
4-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to the CRMsystem user with the alias 233?
4-4 Check if this role is assigned to user with the alias 461?
4-5 Start the Web-based user management application again and log on with user name461 and password welcome.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 87/416
© SAP AG CR800 2-30
4-6 Create a new contact person for the customer Happy Store (BP number: 3995) usingthis Web-based user management application.
Field Name or Data Type Description or Value
UserID Miller## E-mail miller##@sap.com (or one of you
choice)
Company Happy Store, BP-Number 3995
Authorization Authorizations for Internet Customers
Form of Address Mr.
First Name John
Name Miller##
Select the language English and leave the other fields empty. Select Create.
4-7 Note your user ID and password.
____________________________________________________
4-8 What did you just create in the CRM system?
4-9 Check if both exist in the CRM system
4-10 What role has been assigned to the user?
Leave the transaction.
4-11 Log on with your new contact person to the B2B WebShop. Start your browser andcall up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Enter the user ID of the contact person (miller##) and the password.
Choose the WebShop ZB2BSHOP## and create an order with product HT-1000.
4-12 Check in the CRM System to see the sold-to-party and the contact person that areassigned to this order.
Menu path: SAPmenu→ Sales Maintain Sales Transactions
Sold-to party:
Contact Person:
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 88/416
© SAP AG CR800 2-31
5 Optional: Creation of Contact Persons by a Super User
In this exercise, you enable an employee of the customer Happy Store to create additionalcontact persons.
5-1 Start the Web-based User Management application
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
5-2 Log on with user name 461 and the password: welcome.
5-3 Create new superuser for the customer Happy Store (BP number: 3995 ) using theWeb-based User Management application.
Field Name or Data Type Description or Value
UserID Superuser## E-mail Jane.Smith##@sap.com (or one of you choice)
Company Happy Store, BP-Number 3995
Authorizations Internet Sales User Administration
Authorizations for Internet Customers
Form of Address Mrs.
First Name Jane
Name Smith##
Select the language English and leave the other fields empty. Select Create.
5-4 Note your user ID and password.
____________________________________________________
5-5 Start the Web-based User Management application again.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
5-6 Log on with the new user ID and password (Jane Smith##).
5-7 Create a new contact person as in exercise 4. What are the two differences comparedto exercise 4, when you created contact persons as a WebShop manager?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 89/416
© SAP AG CR800 2-32
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 90/416
© SAP AG CR800 2-33
Solutions
Unit: Shop and User Management
Topic: Shop Management
WebShop Management
1 Create a B2C WebShop for the additional exercises.
1-1 To access the WebShop admin application, open the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80 X
X=last digit of your client (for example, 0 if the CRM client is 800)
1-2 Log on with your CRM user.
1-3 Choose scenario Internet Sales B2C and select the New Shop button.
WebShop ID: ZB2CSHOP##Description: B2C WebShop for gr. ##Country group: US
Choose the Catalog tab.
Catalog: PCSHOPVariant: VAR_EN
Choose Order tab .
Transaction type: ZIS
1-4 Save your entries.
2 Create a B2B WebShop for the additional exercises.
2-1 To access the WebShop admin application, open the following URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80
X
X=last digit of your client (for example, 0 if the CRM client is 800)
2-2 Log on with your CRM user name.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 91/416
© SAP AG CR800 2-34
2-3 Choose the Internet Sales B2B scenario and select the New Shop button.
WebShop ID: ZB2BSHOP##Description: B2B Web shop for gr. ##Partner Function Contact Person: 00000015Country group: US
Choose the Catalog tab .Catalog: PCSHOPVariant: VAR_EN
Choose Order tab .
Transaction type: ZIS
2-4 Save your entries.
3 Access your B2C and B2B shop using the following URLs and check if your shop appearsin the shop list.
B2B:<http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80 X &language=
en>
B2C:<http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80 X &language=en>
X=last digit of your client (for example, 0 if the CRM client is 800)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 92/416
© SAP AG CR800 1-1
Unit: Elements of CRM
Topic: User Management
4. Creation of a Contact Person by a WebShop Manager
In the following section, you will create a contact person for the customer Happy Store andthen create an order for this customer in the B2B Web shop.
Business Partner in CRM: Happy Store
BP-Number: 3995
2-1 Start the Web-based user management application.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
2-2 Try to log on with the user name 233 and password welcome. Why does it not work?What message appears?
You do not have authorization (e.g. role
SAP_CRM_ISA_WEBSHOP_MANAGER) for User Administration.
2-3 Check if the role SAP_CRM_ISA_WEBSHOP_MANAGER is assigned to the CRMsystem user with the alias 233.
Log on to the CRM and check in transaction SU01 if this role is assigned to user
with the alias 233. (Type 233 in the Alias field and choose Enter .) You will see
that the role is not assigned. Therefore, you could not log on to the User
Management.
2-4 Check if this role is assigned to user with the alias 461.
In transaction SU01, type 461 in the Alias field and choose Enter . Navigate to the
Roles tab . You will see that this user has this role assigned and therefore, ownsthe authorizations for a WebShop manager.
2-5 Start the Web-based user management application again and log on with user name461 and the password welcome.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 93/416
© SAP AG CR800 1-2
2-6 Create a new contact person for the customer Happy Store (BP number: 3995 ) usingthis Web-based user management application.
UserID: Miller##E-mail: miller##@sap.com (or one of you choice)Company: Happy Store, BP-Number 3995
Select the Company Search button and enter the BP-Number (3995). Choose the
Go! button. Select the company by marking the check box and click on the Adopt
link .
Authorization: Authorizations for Internet Customers
Mark the authorization in the left menu (Not Assigned) and select the First
Arrow button. The selected authorization should appear in the right menu.
Form of Address: Mr. First Name: John Name: Miller##
Enter the data into the fields in the lower area of the window. Select the Continue button .
Select the language English and leave the other fields empty. Select Create.
2-7 Note your user ID and password.
____________________________________________________
2-8 What have you just created in the CRM system?
1. A business partner account (role: contact person)
2. A system user
2-9 Check if both exist in the CRM system
1. Open the business partner master (Tx BP) and check out the relationships
of the business partner 3995 (Happy Store Los Angeles). A contact
person John Miller## has been assigned to this customer
2. Start Tx SU01 and enter Miller## in the Alias field and select Enter . A
user with the alias Miller## has been created.
2-10 Which role has been assigned to the user?
Role: SAP_CRM_INTERNET_CUSTOMER
Leave the transaction.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 94/416
© SAP AG CR800 1-3
2-11 Now log on with your new contact person to the B2B Web shop. Start your browserand call up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Enter the user name (ID) of the contact person (miller##) and the password.
Choose the WebShop ZB2BSHOP## and create an order with product HT-1000.
2-12 Check in the CRM System the sold-to-party and the contact person that are assigned tothis order.
Menu Path: SAPmenu→ Sales → Maintain Sales Transactions
Button: Open Business Transaction
Enter the order number from previous exercise and select Enter .
Go to the Partner tab page.
Sold-to party: Happy Store Los Angeles (BP#: 3995)
Contact Person: John Miller##
5 Optional: Creation of Contact Persons by a Superuser.
In this exercise, you enable an employee of the customer Happy Store to create additionalcontact persons.
5-1 Start the Web-based user management application.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
X=last digit of your client (for example, 0 if the CRM client is 800)
5-2 Log on with user name 461 and the password welcome.
5-3 Create a new superuser for the customer Happy Store (BP number: 3995 ) using theWeb-based user management application.
UserID: Superuser##E-mail: Jane.Smith##@sap.com (or one of you choice)Company: Happy Store, BP-Number 3995
Select the Company Search button and enter the BP-Number (3995). Choose the
Go! button. Select the company by marking the check box and click on the Adopt
link .
Authorizations: Internet Sales User Administration
Authorizations for Internet Customers
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 95/416
© SAP AG CR800 1-4
Mark the authorizations in the left menu (Not Assigned) and choose the First
Arrow button. The selected authorizations should appear in the right menu.
Form of Address: Mrs. First Name: Jane
Name: Smith##Enter the data into the fields in the lower area of the window. Select the Continue
button .
Select the English language and leave the other fields empty. Choose Create.
5-4 Note your user ID and password.
____________________________________________________
5-5 Start the Web based user management application again.
http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X
5-6 Log on with the new user name (ID) and password (Jane Smith##)
5-7 Create a new contact person as in exercise 2. What are the two differences comparedto exercise 2, when you created contact persons as a WebShop manager?
Only contact persons for the company Happy Store Los Angeles can be created.
The superuser can only assign those authorizations that he was assigned to.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 96/416
© SAP AG CR800 3-1
SAP AG2004
Catalog Setup
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 97/416
© SAP AG CR800 3-2
SAP AG2004
Catalog Setup
Catalog Setup
Maintenance Web interface/SAPGui)
Structure
Views
List of Characteristics
Documents
Texts
Enhancements
Catalog Export
Collaborative Views
With CRM 4.0 the functionality of Catalog and Order Management was extended by the following
features:
Contract Negotiation
RFQ Processing
Batches
Product Determination
Customer specific views for external catalogs
OCI enhancements
Web Catalog Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 98/416
© SAP AG CR800 3-3
SAP AG2004
Catalog Setup: Unit Objectives
At the conclusion of this unit, you will be able to:
Set up the mySAP CRM product catalog with specific documents
(like pictures) and texts
Explain how a catalog can be activated and replicated
Specify views for individual customers or customer groups
Add additional product information (attributes from the product
master)
Display your own catalog in a Web shop
Explain the product catalog export
function
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 99/416
© SAP AG CR800 3-4
SAP AG2004
Catalog Setup
Catalog Setup
Maintenance Web interface/SAPGui)
Structure
Views
List of Characteristics
Documents
Texts
Enhancements
Catalog Export
Collaborative Views
Catalog enhancement with CRM 4.0
Service product enablement
- New material category DIEN
- Service organization as a new field in the catalog variant
- Service material and standard products in one catalog
Enables combined product and service offerings, with mutual cross- and up-selling.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 100/416
© SAP AG CR800 3-5
SAP AG2004
Web Catalog Management
Create and manage catalogs via Web UI
Full access for catalog administrator
Same functionality as online transaction in CRM
Create, Copy, Change, Delete
Same functionality as online transaction in CRM:
Initial and Update Replication
Export profile and XML Export
JSP frontend
New User Interface follows the People-Centric UI approach
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 101/416
© SAP AG CR800 3-6
SAP AG2004
Catalog Maintenance in SAP GUI
Same functionality as in Web Catalog Management
Product Catalog maintenance/creation (transaction: COMM_PCAT_ADM)
Additional features:
Copy from another catalog:
- If a different catalog is to be copied into an existing catalog, navigate via the menu ( Edit then Copy
from another catalog) in product catalog management. Individual catalog areas can also be selected
in this way.
Transfer product hierarchy:
This process enables you to transfer existing product hierarchy areas, items, attributes, and
documents into your product catalog. This makes it easier for you to have a standardized
characterization of your products and their presentation in the Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 102/416
© SAP AG CR800 3-7
SAP AG2004
Set Up and Distribution of Product Catalog
The product catalog is maintained via web based Catalog Management
and stored in the CRM system. After creation it is replicated to the
Index server. Multimedia objects are published to the Web server.
Web
Server
J2EE AS
CRM System
IndexIndex
Server Server
Publishing
ReplicationProduct
Catalog
Web Server
Web Catalog
Admin
Product catalogs are used to present products in the Web (Web shop).
The product catalog of mySAP CRM E-Commerce is maintained in the SAP CRM system or via web based Catalog Management and after that replicated to an Index server for fast access. For the same
reason, multi-media objects are published to the Web server. The index server enables to access the
catalog data quickly and to search and browse through the product catalog efficiently without accessing
the SAP CRM system. The index server is accessed directly from the J2EE Application Server.
The product catalog is based on the CRM product master. In general, the material master data is
maintained in the SAP R/3 system and then transferred to the product master in the CRM system. In the
CRM system, the product master data is used to create one or more product catalogs for one or more
Web shops.
Replication to the Index Server:
The product catalog is replicated to the index server (structure, texts, and so on). Since an index is
created on the index server, you can search through and select products in the product catalog quicklyand efficiently without having to access the SAP CRM system. The index can be updated on the index
server at any time. The index is the database (file structure) of the product catalog in the Web.
All necessary settings for replication are done in transaction SRMO.
Publication to the Web Server:
A catalog usually contains binary data such as images, sound files and other MIME objects. Since the
IMS cannot process binary data, the MIME documents are replicated to a special directory on the Web
server. For the replication and publication processes, you must define HTTP and FTP settings.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 103/416
© SAP AG CR800 3-8
SAP AG2004
CRM System / Web Catalog Admin
Product Catalog: General Structure
Basic Data
Administration Data
Product Catalog
PCSHOP
Computer
Printer
Variants
Header
Views
Catalog Structure
Catalog Area
A product catalog in the CRM system consists of seven basic elements:
1. Catalog header2. Catalog areas (structure of the catalog)
3. Variants
4. Views
5. Catalog Areas
6. Item List within a Catalog Area
7. Item Details
The catalog header contains a particular catalog type and additional data that applies to the entire
product catalog (validity period, basic characteristic list, date of creation, last changes, and so on). The
characteristics list at this level is valid for all the products in the product catalog. It is used for general
characterization and in the Web catalog.
Catalog areas enable a product catalog to be structured and organized to suit the company's
requirements. The areas are arranged hierarchically and are unlimited in number.
Different versions of a product catalog can be defined with catalog variants. A variant is always based
on the same dataset, but can be defined for different languages, currencies, price controls, or
distribution chains (sales organization and distribution channel). If several catalog variants are defined,
the same dataset is used to create catalogs in several languages and/or with different pricing, for
example. Catalog views define the catalog areas/individual products that are displayed for a
customer/target group in the B2B Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 104/416
© SAP AG CR800 3-9
SAP AG2004
Catalog Type
Type of product assignment
The usage of the catalog
Possible product types
Text determination
Document on area and item
level
Usage and format of product
order number
Type of product assignment
The usage of the catalog
Possible product types
Text determination
Document on area and item
level
Usage and format of product
order number
The catalog type defines:
Each catalog header contains a particular catalog type.
Definition of catalog types in Customizing: Path (IMG): CRM Master Data Product Catalog
Define Catalog Types
The catalog type determines the type of product assignment.
Automatic assignment: The products are transferred automatically to the catalog areas. This is done by
the assignment of a product category to a catalog area. The actual maintenance to the catalog item is
shifted to the product master.
Both manual and automatic product assignment can be used in a catalog, as long as the corresponding
catalog type was chosen. In a specific catalog area products can either be assigned manually or
automatically.
The catalog type also controls the text determination procedure for catalog areas and items and whichdocuments are transferred from the product master and which document types can be maintained within
the product catalog (the latter only for catalog areas with manual product assignment).
Once assigned, the catalog type of a catalog cannot be changed.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 105/416
© SAP AG CR800 3-10
SAP AG2004
Catalog Type: Manual and/or Automatic Assignment
Manual Item Assignment
Each product has to be assigned manually to a product catalog area
Automatic Item Assignment
The selected product category determines which product appears in
the catalog
Very flexible (all product data can be maintained
within the product catalog), much work to do
Less flexible (product data is retrieved from the
product master), fast catalog set up
Manual Item Assignment:
Product descriptions (texts, documents, attributes) can be changed and added on product catalog level
Active and inactive versions (work versions) for product items can be kept in product catalog sub-
area
Accessories have to be chosen manually from the product master
Automatic Item Assignment:
No catalog-specific attributes can be used (only from product master)
No catalog-specific texts and documents on product catalog level (only from product master)
No product items can be added or removed manually
Products appear automatically with latest information from product master
Accessories are taken automatically from the product master
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 106/416
© SAP AG CR800 3-11
SAP AG2004
Variants
Objective
To use one catalog (with the same dataset) for several languages,
currencies, pricing models, and distribution chains
Language
Specifies the language of the
product data
Currency, Currency 2
Specifies the primary and secondary
currency
Sales organization
Organizational unit – is used as a
default value to generate a salesorder created in the Web shop
Responsible Org.Unit
Is used for partner determination
within created orders
Distribution channel
Organizational unit – is used as a default
value to create a sales order
Pricing procedure
Is used to determine prices in the Web shop
Unit of measure type
Specifies the unit of measure type for the
products in the Web shop
(base unit of measure, sales unit, forexample)
Service organization optional)
To combine service material and standard
products in one catalog
Required settings for each variant (selection):
You can define different versions for each catalog using the catalog variants. You can create catalogs
with the same dataset in various languages, currencies, or distribution chains by defining differentcatalog variants.
In addition to the required entries above, the following optional settings can be maintained for each
variant:
Valid from – valid to
Period in which the variant is valid
Customer group, value group, price list type
Optional entry fields for pricing, which are transferred to the IPC
Service Organization
•New material category DIEN•Service organization as a new field in the catalog variant
•Service material and standard products in one catalog
•Enables combined product and service offerings, with mutual cross- and up-selling
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 107/416
© SAP AG CR800 3-12
SAP AG2004
TextsDocumentsBasic Data
Catalog Areas
Catalog Areas
Language-
dependent texts
Load and save
local files
Document ID
Document type
Description
Language
Catalog area type
Area characteristic
list
Active symbol for
catalog area
PCSHOP
Printer
Computer
Catalog areas enable a product catalog to be structured and organized to suit the company's
requirements. They are arranged hierarchically and are unlimited in number.
On the right the data can be entered. There are three tabs. To be able to change the data the areas have
to be inactive. This can be achieved either by deactivating the area or by creating a work version. If the
area is deactivated and the catalog is saved, then the replication/export will no longer use this area (and
their sub areas as well even when they are active). A replication would then delete the areas from the
index and the web shop could no longer access them. A working version keeps the latest active version
for this purpose and the changing is done on a copy.
Basic Data:
Here the area can be switched from active to inactive and vice versa by clicking on the bulb. The work
version is created by clicking on the button next to the bulb.
The characteristics list concept is described in detail later.
The catalog area can only be published on the index server if the catalog and catalog areas are active.
Documents:
You can assign documents, such as images, to the catalog areas. These documents are then displayed in
the Web catalog when the catalog area is accessed.
Texts:
These texts are only published on the index server if the respective variant is published with the valid
languages.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 108/416
© SAP AG CR800 3-13
SAP AG2004
Catalog Items
Item List
Items
o Product number
o Product description
o Active symbol for product
o Administration data (created, changed, and so on)
o Accessories
An item list is assigned to each catalog area (manually or automatically, depending on the catalog type
and the checkbox in the catalog area).
The item list shows all the products that are assigned to a catalog area. The product number, product
type, and product description are also displayed. The characteristics that were defined in the catalog
header and area are displayed at this level. These characteristics can be maintained if they are assigned
to the item list manually.
The products in the item list must be activated (manual assignment) if they are to be published. In
addition to the product catalog, the catalog variant and the catalog have to be activated.
The item list can be exported to a local file; different formats are supported (HTML, simple text, and so
on) (only within the CRM-System).
The dropdown box For Variant can be used to filter the item list for a certain variant (sales line).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 109/416
© SAP AG CR800 3-14
SAP AG2004
Item Details
Item Details
Documents and texts for items
o Integration of different documents
o Language-dependent documents
o Language-dependent texts
Language-dependent texts
Description Language
Computer English
Product documents Item documents Texts
Multimedia objects, such as images, video/sound files, or texts, can be assigned to each product. After
replication, these documents are displayed with the corresponding products in the Web catalog.
Because the user logs on in a particular language, the system is then able to display to the user the texts
and multimedia objects defined in that language. Otherwise, the language-independent texts and/or
multimedia documents are shown. This makes the job of deploying a multi-language Web shop much
easier.
Each document is saved under a document ID and classified according to the document type
(thumbnail, video, and so on).
Languages: In addition to the item description, the following objects of the catalog can be language
specific:
The name of the product catalog
The description of the catalog areas
The description of the catalog variants
The multimedia objects
The description of the catalog views
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 110/416
© SAP AG CR800 3-15
SAP AG2004
Activation for publication
Deactivate to exclude from publication
Four activation levels:
Catalog header
Catalog variant
Catalog area
Product item
Activation/Deactivation
Required to release the product catalog
(and new or changed catalog contents)
Activate/deactivate: With this function, you can release product catalogs or catalog contents (new and
changed) for publication in a Web shop or you can deactivate these publications.
The publication entails four activation levels:
Product items: Releasing product items for publication
Catalog area: Releasing a catalog area with all its subareas for publication
Catalog variant: Releasing a catalog variant with all its active subareas for publication
Catalog header: Releasing a product catalog for publication
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 111/416
© SAP AG CR800 3-16
SAP AG2004
1. A view represents a product catalog filter
2. Views can be used when catalogs are displayed in the
Web shop or for the XML export
3. Views can be assigned to business partners or target groups
Catalog Views
Catalog views define the areas/individual products
(B2B shop: customer specific) that are displayed for customers in the
Web shop or that are exported via XML
View maintenance is pretty simple. Create a view by entering an ID and a description and then choose
the magnifier and select the areas and items you want to include in the view. Items are only selectable ifthe area is of type manual assignment.
Views and variants are different types of filters for catalog contents:
Catalog View:
- Mainly works as a filter
- Optional
Catalog Variant:
- Is more than just a filter; the parameters required for the replication (such as language, sales
organization, currency, and so on) are also defined
- Is a prerequisite for every catalog
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 112/416
© SAP AG CR800 3-17
SAP AG2004
Create Views
Views are created in product catalog maintenance
In the details view of a defined catalog view, you can select the products or product catalog areas that
are to be included in the view.
You can choose the individual business partners or target groups for which the view will apply by
choosing Assign business partner .
The catalog view must be included in the definition of the Web shop. There are two options. If the view
is to apply for all (!) visitors to the Web shop, it is entered in the Catalog view field. This setting is then
also valid for the B2C scenario. If the view is not to apply for all visitors, the Catalog determination
field is checked. The system then checks whether a view is assigned to the Web shop user, in other
words, to the B2B contact person who is currently logged on. If no view is assigned to this user, the
same tests are performed for the sold-to party for whom the contact person is responsible. The catalog
determination function only works in the B2B scenario.
For each catalog view, a partner/product range (PPR) is generated in the background. A PPR is used tosell a particular range of products to a selected group of business partners (or target groups) within a
specified interval.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 113/416
© SAP AG CR800 3-18
SAP AG2004
Process of Catalog Determination
Contact person logs on
His/her sold-to-party is determined
System searches for catalog views assigned to the contact person; if not
successful it searches for view assigned to the sold-to-party (also over
target groups)
Catalog view⇒ product catalog⇒ catalog variant
with matching sales area
List of catalog variants to choose from, similar to shop list in standard
scenario
The user will only see areas and items contained in both the variant
selected and the view determined by the system
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 114/416
© SAP AG CR800 3-19
SAP AG2004
Product Hierarchy Catalog Structure
Level 1 Level 1
Level 2 Level 2
Level 3 Level 3
Level 4 Level 4
.......... ..........
Set Up a Catalog Structure from a Hierarchy
A catalog structure can be set up by means of
a product hierarchy
To set up a catalog structure from a product hierarchy, you choose Edit and Transfer product hierarchy
from the menu in the catalog processing transaction. This means that the catalog structure is proposedfrom the structure of the product hierarchy. All the products assigned to the hierarchy (on the Basic
Data tab of the product master) are automatically drawn into the appropriate catalog areas using their
assignment to the product categories within the hierarchy.
There are two prerequisites here:
A variant must be defined for the catalog in advance.
The products must be maintained for the distribution line defined in the catalog variant.
To create a new catalog and to save time entire catalogs or individual catalog areas can be also be
copied (either directly or in a scheduled job if you have big catalog). Thus a new catalog can easily be
compiled from existing catalogs/catalog areas.
If a (source) catalog is to be copied as a whole, use Copy in the main Web screen for product catalog
management. In this case, the new catalog must not yet be defined.
Please note: If you copy from a product catalog of the type manual product assignment or both, you
can choose for the type of your new catalog only between manual product assignment or both. If your
source catalog is of the type automatic product assignment you can also choose manual product
assignment as the type for your new catalog.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 115/416
© SAP AG CR800 3-20
SAP AG2004
Adding Product Attributes to the Catalog
List of Catalog
Characteristics
Attribute
(product master)
catalog header catalog area
Set Up
Use
Set Type
(product master)
standard
characteristic
standard
characteristicmaster characteristic(refers to field in product
master)
master characteristic(refers to field in product
master)
A catalog item characteristic (e.g., color, size, and weight) is used to describe products in product
catalogs. Catalog item characteristics are assigned to catalog characteristics list, which in turn isassigned to a catalog header or to a catalog area. In a Web catalog, you can use catalog item
characteristics to search for a specific product.
There are two types of catalog item characteristics:
Standard characteristic: The catalog item characteristic defines a product characteristic that is only
relevant within the product catalog. The value (e.g., green) of this characteristic (e.g., color) needs to
be assigned within each catalog.
Master characteristic: The catalog item characteristic refers to a field in the product master set type.
This means that the characteristic values are determined from the corresponding field in the product
master record. They cannot be changed in product catalog maintenance.
List of Catalog Characteristics (LOCs) are also used to filter products.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 116/416
© SAP AG CR800 3-21
SAP AG2004
Replication of Product Catalog
Input Parameters
Run Parameters
- Product Catalog
- Variant
- Search Server Relation
- Publishing Computer ID
- Package Size for Indexing
- Overwrite Existing Indexes
(only in SAP GUI)
- start/end date and time
The relevant product catalog data has to be activated
before the initial replication is started.
Initial or Update Replication of Product Catalog
Initial Replication ParametersInitial Replication Parameters
In order to be viewed in a Web shop, catalogs (actually catalog variants) must be replicated..
Replication is the sending of data to TREX, which builds or updates indices that contain area, productand attribute information. Documents are published to the Web server (via ftp or http).
Initial Replication (Tx COMM_PCAT_IMS_INIT):
Performance is considerably improved if the replication runs as a background job (F9) in transaction
COMM_PCAT_IMS_INIT.
Replication without publication is possible, but not publication without replication.
Overwrite existing indexes should be used with care, because it deletes all the old indexes and re-
configures the index server.
If you have a large product catalog in a productive system, the replication process can take several
hours. The Web shop must be closed during this time (only available in SAP GUI). Via Web Catalog Management, replication can be scheduled.
Update Replication (Tx COMM_PCAT_IMS_UPDA):
An update replication can be performed at any time after the initial replication.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 117/416
© SAP AG CR800 3-22
…
When catalog data is changed, the system recognizes this by using ALE change pointers to the modified
fields. This means that only the data which has been changed is transported.
In report COM_PCAT_IMSD_CP_SHOW you can see all changes, which are taken into account by the
update replication.
Single Replication (Tx COMM_PCAT_IMS_SINGLE)
Changes specific catalog data based on user input on selection screen.
Creates/updates S-Index (es).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 118/416
© SAP AG CR800 3-23
SAP AG2004
Indices after Replication (on TREX)
S
S
A PS
S
S
Exist both per product
catalog variant
S-indices exist only for LOCs
associated with areas
Replication of a product catalog results in:
One A-index containing hierarchical structure information of the
catalog areas (and descriptive text)
One P-index containing standard and basic list of characteristics of
the catalog items
Probably a set of S-indices, each containing an additional list of
characteristics (LOC) for the items of the associated area
Indices are a data source for the representation of the product catalog and search functionality in CRM
E-Commerce application and are stored on the TREX.
S-indices: A LOC may be assigned to a catalog area supporting an additional set of attributes for the
products in this area.
imsAdmin: Tool for interactively searching in TREX index: You access this Web application via the
URL: http://<webserver:port>/imsadmin/ui/init.do.
Replication logs are found in transaction SLG1.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 119/416
© SAP AG CR800 3-24
SAP AG2004
Documents (e.g., images) can be displayed in the Web shop for
…
Products
Catalog areas
Best sellers
...
Assignment of Documents
result
Use of the Business Document Service (BDS)
Standard document types are supported by the Web shop JSPs
out of the box
Documents (e.g., pictures) can be assigned to the specific products or catalog areas in the product
catalog. These documents are then displayed in the Web shop, together with the corresponding productor catalog area.
You assign document types in the product catalog; for catalog areas under the area header section, for
products under the catalog item detail section.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 120/416
© SAP AG CR800 3-25
SAP AG2004
Document Types in the Catalog
E x
a m p l e o f a c a t a l o g p a g e
Notebooks
More comfort means better time utilization
Think about your mobile equipment, your
activities around the world
Product list
“Protecting your laptop from damage" (PDF)1)
Document
3D area screen as O2C
PDF document (area)
Document type
ECO_O2C
ECO_PDFA
Document
PDF document (item)
Document type
ECO_PDFI
Within other catalog areas you will find other
useful accessories.
Notebooks
are built in
europe and
have the most
exciting
features.
Documents on area level
Documents on item level
You maintain the document types that can be assigned to a catalog area and/or item in the Customizing
(see CRM IMG: Web Application Server SAP Web Application Server Basis Services ArchiveLink Basic Customizing Edit Document Type).
Note that the Web shop templates must be adapted to visualize new documents within the Web shop.
The language controls the publication of documents in catalog variants. If language independent is
selected, the document is valid for all the languages defined in the catalog variants.
Each document is saved under a document ID and classified according to the document type
(thumbnail, video, and so on).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 121/416
© SAP AG CR800 3-26
SAP AG2004
Document Types in the Catalog – Configuration
5. Maintain texts for products, items or areas
6. Replicate and publish catalog
1. Document Class
2. Document Type
3. Templates for Folders
4. Catalog Type
Configuration Steps:
C u s t o m i z i n g
Document
PDF document (item)
Document Type
ECO_PDFI
Document
3D area screen as O2C
PDF document (area)
Document Type
ECO_O2C
ECO_PDFA
7. Change JSP User Interface
Define document class: SPRO SAP Web Application Server SAP Web Application Server
Basis Services ArchiveLink Basic Customizing Edit Document Classes
Define document type: SPRO: SAP Web Application Server SAP Web Application Server Basis
Services ArchiveLink Basic Customizing Edit Document Type
Define templates for folders: SPRO: CRM Basic Functions Content Management Define
Templates for Folders
Maintain catalog types: SPRO: CRM Master Data Product Catalog Define Catalog Types
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 122/416
© SAP AG CR800 3-27
SAP AG2004
Text Determination in the Catalog
E x
a m p l e o f a c a t a l o g p a g e
Notebooks
More comfort means better time utilization
Think about your mobile equipment, your
activities around the world
Product list
Protecting your laptop from damage (PDF)1)
Text
Area headline
Area description
Text type
Z001
Z002
Text
Item description
Text type
Z005
Within other catalog areas you will find other
useful accessories.
Notebooks
are built in
Europe and
have the most
exciting
features.
Text on area level
Text on item level
1) PDF: portable document format
Side text
Footer
Z003
Z004
The product catalog in the CRM system enables you to load and save text files in a local file system.
This allows existing text documents (description of catalog areas) to be reused.
These texts are only published on the index server if the respective variant is published with the valid
languages.
Catalog Area:
According to the Customizing settings for the catalog type, one or more texts can be entered in
different languages.
Customizing path is CRM Basic Functions Text Management Define Text Objects and Text
Types. The text object used is PCAT_CTY and the text IDs are 0001 0002 and 0003 but they are
changeable.
Customizing path is CRM Basic Functions Text Management Define Text DeterminationProcedure. Choose PCAT_CTY and the det. Procedures can be entered that are used in the catalog.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 123/416
© SAP AG CR800 3-28
SAP AG2004
Text Determination in the Catalog – Configuration
5. Maintain texts for products, items or areas
6. Replicate catalog
1. TextID for PCAT_CTY/PCAT_ITM
2. Text Type
3. Text det. procedure
4. Catalog Type
Configuration Steps:
C u s t o m i z i n g
Text
Item description
Text Type
Z005
Text
Area headline
Area description
Text Type
Z001
Z002
7. Change JSP User Interface
Side text
Footer
Z003
Z004
Templates
TextID and text types:
IMG activity: Define Text Objects and Text Types
Text determination procedure:
IMG activity: Define Text Determination Procedure
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 124/416
© SAP AG CR800 3-29
SAP AG2004
Business Add-Ins for the Product Catalog
BAdIsBAdIs
Create Customer Specific Attributes for Replication
PRODCAT_LOC_UPDATE (provides information
on all the changes made to the list of catalog
characteristics and catalog item characteristics of
product catalogs)
Create/change Catalog Characteristics List and Catalog Item
PCAT_IMS_FEED_ATT (you can create individual attributes on the Index
server at the time of initial replication)
PCAT_IMS_FEED_VAL (you can assign values to attributes during both
initial and change replication)
Customer Specific Evaluation of Attributes for Replication
Customer Specific Adjustment of Price Relevant Data
PCAT_CNDPRICE (you can change price control data at the time of list
price determination)
For further information on these Business Add-Ins see SAP IMG CRM Master Data Product
Catalog Business Add-Ins for Product Catalog.
PCAT_IMS_FEED_ATT: Called when index is created (A- and P-Index).
PCAT_IMS_FEED_VAL: Called for each area and item during replication.
The definition of a Business Add-In can be displayed in transaction SE18.
For implementing a Business Add-In the transaction SE19 has to be used.
Do not forget to activate the BAdI after implementing.
Further useful BAdIs:
Changes in the Catalog itself (called after Catalog is saved)
- BADI: PRODCAT_UPDATE
- Implementation: PRODCAT_UPDATE_IMS
PRODCAT_UPDATE_CVIEWS
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 125/416
© SAP AG CR800 3-30
…
Changes in Product Master Data (called after product is saved)
- BADI: PRODUCT_UPDATE2
- Implementation: PRODUCT_UPDATE2_PCAT
- Since CRM 4.0
- BADI: COM_PROD_MNT_UPD
- Implementation: COM_PROD_MNT_PCAT
Changes in Interlinkages (accessories - called when Interlinkage is saved)
- BADI: INTERLINKAGE_UPDATE
- Implementation: INTERLINK_UPD_PCAT
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 126/416
© SAP AG CR800 3-31
SAP AG2004
XML Export of Product Catalog
Catalog Data
Business Partner
Connection Parameters
Export ParametersProduct catalog
Catalog variant
Version (active, inactive)
Business partner number
(used for individual pricing)
Use SAP Business
Connector
or download files
(output parameters)
CRM
ProductProductCatalogCatalog
XML
To marketplaces
Or printed catalogs
…
To marketplaces
Or printed catalogs
…
The xml export function is used to export a catalog variant of a product catalog to a business partner.
See transaction COMM_PCAT_EXPORT and COMM_PCAT_PROFILE.
A business partner is needed as in general, with each business partner a certain format and transport
mode is arranged.
An update of the catalog is possible, as after each successful export the date and time of this export is
stored in the profile
Export profile:
Prior the catalog export you need to create a export profile (Tx: COMM_PCAT_PROFILE).
The format of the product key with the XML can either be product ID or product order number.
The multimedia profile defines the handling of attachments and is defined in the customizing.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 127/416
© SAP AG CR800 3-32
…
Selection of the transport mode:
Use Business connector
- The RFC Destination to the business connector that should be connected and the mapping format
can be entered. Mappings must be programmed in the business connector package. The goal part
defines where the result is stored. File system is relative to the server where the business connectoris installed. Http Service and Routing rule are managed in the business connector. For more
information please read the documentation there.
File download
- Two different behaviors (if note 659013 is implemented) . If the export runs as a dialog job the
path is relative to the presentation server. As batch job the path is relative to the application server.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 128/416
© SAP AG CR800 3-33
SAP AG2004
Implemented XML formats
X: xCBL
W: PDA (special format for mobile clients)
A: new SAP XML (CRM 3.0 and above)
Other: old SAP-XML
BAdI‘s for XML Export
PCAT_XML_ADD_ATTR (additional product attributes)
PCAT_XML_FORMAT (determination of the Class for XML generation)
XML Export: Formats and Enhancements
For conversion into other XML formats SAP XI or SAP Business
Connector can be used
BADI: PCAT_XML_FORMAT (Select Format for XML Export)
Called before the XML Export starts.
BADI: PCAT_XML_ADD_ATTR (Additional Attributes)
Method DEFINE_ATTRIBUTES is called during area processing and adds new attributes on area
level.
Method GET_ATTRIBUTE_VALUES is called during item processing and adds new attributes and
their values on item level.
Called when exporting the area and exporting an item.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 129/416
© SAP AG CR800 3-34
SAP AG2004
You can decide whether the file created for the XML export should
contain product order numbers or the product ID
Product Order Number
CRM
ProductProduct
catalogcatalog
withwith
ProductProduct
Catalog IDCatalog ID
WS09WS09
Product order numbers are only relevant for
export for the catalog (not for the shop)
XML ExportXML Export
You can determine whether the catalog ID is placed at the beginning or the end of the product order
number.
Global Customizing of the product order number cannot be changed, while there are catalog types (in
existing clients), which are using the product order number assignment.
Product order numbers are not saved in the database.
BAdIs for enhancing the functionality:
PON_ENCODE
PON_DECODE
Global Settings for Product Order Numbers:
IMG Path: CRM
Master Data
Product Catalog
Global Settings for Product Order Numbers
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 130/416
© SAP AG CR800 3-35
SAP AG2004
External Catalog Integration: Overview
SAP CRM
ProductProduct
catalogcatalog
ExternalExternal
productproductcatalogcatalog
3rd party spare parts catalogs
B2B Web shop
Within the Web shop an external catalog can be used. Catalogs like Enigma or Docware contain a lot
of additional information about products. The customer calls the external catalog via a link, chooses the products, and then transfers these products to the Web shop basket.
Prerequisites
The Web shop application B2B has been deployed. For the B2C Web shop, the external catalog
integration is available on a project basis.
The XCM application configuration (old: scenario) that has been created with the help of the XCM
Administration Tool needs to be based on one of the following configurations delivered by SAP:
- b2bWithPortal
- b2bWithUME
- b2bCRMstandard
Additionally, the configuration needs to have the value javabasket for the parameter basketdata.
The products of the external catalog must be maintained in the CRM product master.
No support of configurable products.
Open Catalog Interface (OCI) version 3.5 is used.
The OCI describes how to pack these items’ attributes in a HTML-formatted request or in an XML-
based document that can be sent via an HTTP-Request.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 131/416
© SAP AG CR800 3-36
SAP AG2004
External Catalog Integration: Customizing
Settings in XCM
Dummy Catalog
Settings in Shop Management
Shop Management:
An CRM catalog is needed for the following header information: Sales organization, distributionchannel, and language. With CRM 4.0 SP05 the CRM Web shop can be build up with just the external
catalog. An internal catalog is needed for the organizational data and needs not to be replicated.
Extended Configuration Management (XCM)
Since CRM 4.0 all OCI parameters moved from Web.xml to the XCM.
XCM parameters:
ociReadAllProductData: All basket relevant information’s reading from OCI. If true:
1. The ProductIdVendorAssigned field is taken into account, if this is empty the ProductID field.
2. The external catalog has to provide the CRM product number in this field (product ID needs to
exist in CRM).
3. The price, currency, price unit, and product description will be transferred from the external
catalog (additionally to quantity, product ID and unit of measurement). A prerequisite for that
is that the parameter ociForm is set to XML and the OCI Version 3.5 is used.
ociAllProductsInMaterialMaster: All products are known in the backend (needs to be true for CRM
E-Commerce).
forceIPCPricing (javabasket): True = prices will be recalculated by IPC. If is not set to true, the
customer will first see the transferred price but after the order simulation the CRM specific price.
isInternalCatalogAvailable: Do we read any information from the internal catalog? The default value
is true, as we need the header data from the CRM catalog (true fast order entry is enabled).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 132/416
© SAP AG CR800 3-37
SAP AG2004
External Catalog Integration: OCI Test Application
Material number is filled in field
ProductIDVendorAssigned
B2B Web shop
The following attributes are relevant for the basket: (new = new with CRM 4.0)
Product I (old)
Quantity (old)
Unit of measure (old)
Product description (new)
Gross price (new)
Net price (new)
Currency (new)
Userexits:
Change catalog URL:
The customer should see a catalog that shows only products relevant for him or her (customer specific
views on external catalogs). The external catalog handles this by individual URLs for each user.
User Exit in isa.isacore.action.oci.OciGetCatalogURLAction
Modify item list (retrieval of further data from the external catalog).
Add additional fields to the item list.
User Exits in isa.isacore.action.OciReceiveAction
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 133/416
© SAP AG CR800 3-38
SAP AG2004
Catalog Setup II
Catalog Setup
Maintenance Web interface/SAPGui)
Structure
Views
List of Characteristics
Documents
Texts
Enhancements
Catalog Export
Collaborative Views
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 134/416
© SAP AG CR800 3-39
SAP AG2004
Contact Person
Employees in the same
company as the
superuser)
Contact Person
Employees in the same
company as the
superuser)
Catalog ViewsCatalog Views
Collaborative Views: Overview
Superuser
on customer-side)
Superuser
on customer-side)
Computers
Printers
Computers
Scanners
r
e
t
e
s
r
e
t
e
s
In
Web
Shop
In
Web
Shop
Collaborative Views enable customers to change their catalog views in self-service.
Process flow:
The customer’s administrator (superuser), who is authorized to create catalog views for employees
(contact persons) of the company, logs on to the Web shop.
The administrator creates new catalog views from the whole range of products in the catalog and
assigns them to employees.
Employees log on to the Web shop and get displayed the before assigned catalog views. The search
is limited to the products, which are part of the catalog view.
The owners of the Web shop save maintenance effort and time by having the Web shop customers take
over this task.
Collaborative Views can be based on the views that the Web shop administrator has created (onvendor-side).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 135/416
© SAP AG CR800 3-40
SAP AG2004
Collaborative Views: Maintenance and Assignment
Using a Web-based interfaceUsing a Web-
based interface
View Maintenance
Assignment of
Employees
Different views can be assigned by the customer administrator to multiple contact persons within his or
her company.
The Web application Collaborative Views can be called via the following URL:
- http://<webserver:port>/cviews/views/init.do
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 136/416
© SAP AG CR800 3-41
SAP AG2004
Catalog Setup: Unit Summary
You are now able to:
Set up the mySAP CRM product catalog with specific documents
(like pictures) and texts
Explain how a catalog can be activated and replicated
Specify views for individual customers or customer groups
Add additional product information
(attributes from the product master)
Display your own catalog in a Web shop
Explain the product catalog export function
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 137/416
© SAP AG CR800 3-42
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 138/416
© SAP AG CR800 3-43
Exercises
Unit: Catalog Setup
Topic: Product Catalog
At the conclusion of this exercise, you will be able to:
• Outline how a catalog is defined, activated, and replicated
• Describe how multi-media objects can be integrated in the productcatalog
• Explain how characteristics are defined and applied in the product
catalog
Create a Product Catalog for Your B2C and B2B WebShop.
1-1 Create a product catalog for your B2C and B2B Web shop
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X( X stands for the last digit of your client)
Field Name or Data Type Description or Value
Product Catalog name ZCAT##
Catalog type Both
Description Catalog for group ##
Language English
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 139/416
© SAP AG CR800 3-44
Variants
Field Name or Data Type Description or Value
Catalog variant VARIANT_EN_##
Description US variant/USD Language English
Currency USD (American Dollar)
Abbr.: Sales org.: O 50000609
Distribution channel 30
Division 00
The Sales organization and Distribution channel control the products that are allowedin the product catalog and determine the sales-relevant data when the order is created.
Pricing procedure: RVCXUS
Unit of measure (UoM) type: Base unit of measure
Save your entries.
1-2 In the Main Areas tab, create a structure for your product catalog. First define a
Scanners catalog area
Field Name or Data Type Description or Value
Catalog area Scanners
Description Scanners ##
Language English
1-3 Add the products HT-1080 and HT-1081 to your new catalog area.
1-4 Only activated items are considered during replication to the index server. For this
reason, activate all the levels of your product catalog (items, catalog areas, variants,
catalog header). Save your product catalog.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 140/416
© SAP AG CR800 3-45
1-5 To access the product catalog with the browser, you have to add your catalog to your
WebShop.
URL:http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
WebShop: ZB2CSHOP##
Replace the existing catalog with your own catalog.
Catalog: ZCAT##Variant: VARIANT_EN_##
1-6 After maintenance of the product catalog and the WebShop is complete, data has to
be replicated to the index server.
Replicate the content of your product catalog. Remember that only the activatedelements of your product catalog will be replicated to the index server.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Specify the following parameters for the replication:
Field Name or Data Type Description or Value
Your product catalog ZCAT##
Your variant VARIANT_EN_##
Search server relation DRFUZZY
Publishing computer ID Choose See possible entries button.
Choose the Initial Replication button.
1-7 Now call up the B2C scenario.
URL: http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Choose the WebShop for consumers that use your product catalog (ZB2CSHOP##).
Check whether the products you maintained in your product catalog display.
If the products do not display, you may have to activate the missing elements of your
product catalog. Then run an update replication for your catalog variant.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 141/416
© SAP AG CR800 3-46
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 142/416
© SAP AG CR800 3-47
Unit: Catalog Setup
Topic: Catalog Views
At the conclusion of this exercise, you will be able to:
• Create catalog views
• Use the automatic product assigment
Catalog Views
2-1 Assign first a new catalog area printer with automatic product assignment to your
catalog ZCAT##. As a pre-condition, assign hierarchy HIER_ISA and product
category CAT_## to products THT-00-## and THT-01-##.
2-2 Create a catalog area called Printers with automatic product assignment.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X ( X
stands for the last digit of your client)
Header
Catalog area: PrintersMark the Automatic Assignment checkbox.
Field Name or Data Type Description or Value
Description Printers
Product hierarchy Hierarchy for ISA
Product category CAT_##
Look at the products automatically added by the system.
Activate your catalog area and replicate your catalog
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 143/416
© SAP AG CR800 3-48
2-3 Add the catalog to your B2B WebShop.
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user.
WebShop: ZB2BSHOP##
Replace the existing catalog and variant with your catalog data:
Catalog: B2BCAT##Variant: VARIANT_EN_##
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 144/416
© SAP AG CR800 3-49
2-4 Start your browser and call up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Call up your Web shop for business customers ( ZB2BSHOP## ).
Log on to the B2B shop. To log on, use the contact person you created in Unit 2( Miller##).
2-4-1 Check whether the products that were assigned to the catalog areas Printersand Screens display.
2-4.2 If the products do not display, activate the missing elements of your product
catalog and run an update replication for your product catalog.
2-5 Now define a catalog view.
2-5.1 Call the Web catalog maintenance.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
2-5-2 Open your ZCAT## catalog and choose the Views tab and define a new view.
Field Name or Data Type Description or Value
Catalog view View_##
Description Catalog view for group ##
2-5-3 Select your new view and call up the details (button Manage Views). Now
select the catalog area Screens, since this will be contained in your view andall products. Save your selection.
On the previous page, select the Assign business partner button. In the upper
screen area, search for the contact person that you created in Unit 2 and add it
to the catalog view.
Save your entries.
2-6 Mark the Catalog Search checkbox in the definition of your WebShop.
2-7 Perform an update replication for your product catalog.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
2-8 Log on to your B2B WebShop with your contact person and check whether the catalog
view that you have created appears.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 145/416
© SAP AG CR800 3-50
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 146/416
© SAP AG CR800 3-51
(optional)
Unit: Catalog Setup
Topic: Copying Catalog Areas
At the conclusion of this exercise, you will be able to:
• Create an additional product catalog by using existing catalog
areas
Create an additional product catalog by using existing catalog
areas.
3-1 Create an additional product catalog.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Variants
Catalog variant: VARIANT_EN_##
Field Name or Data Type Description or Value
Name ZCAT##_2
Catalog type Both
Description Second catalog for group ##
Field Name or Data Type Description or Value
Description US variant
Language English
Currency USD
Unit of measure type Base unit of measure
Abbr.: Sales org.: O 50000609
Distribution channel 30
Pricing procedure RVCXUS
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 147/416
© SAP AG CR800 3-52
3-1-1 Now insert the areas and products from your first product catalog (ZCAT##).
Notice: This step is only possible in the CRM System!
Menu path within CRM: SAPmenu→ Master Data→ Product Catalog→
Maintain ProductCatalog
3-1-2 Look at the catalog you have just created and modify it as necessary.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 148/416
© SAP AG CR800 3-53
Unit: Catalog Setup
Topic: Product Catalog/Catalog Characteristics
At the conclusion of this exercise, you will be able to:
• Display additional product attributes in the Web shop
Display the Designer and Manufactured since attributes of your product THT-00-## in the WebShop.
4-1 Assign the attributes Designer and Manufactured since to your product THT-00-##
and maintain values for these two attributes.
4-1-1 Create a new set type ZDESIGN_##.
Field Name or Data Type Description or Value
Set type name ZDESIGN_##.Description Design for group ##
Product type Material
Attributes ZDESIGNER
ZMANUFACT_SINCE
Save the set type.
4-1-2 Assign your settype ZDESIGN_## and the General view to the category
CAT_## of hierarchy Hier_ISA.
4-1-3 Assign hierarchy HIER_ISA and product category CAT_## to product THT-
00-##. (If you have not done it before)
4-1-4 Maintain values of your choice for the two attributes.
Designer group: ______________________________________
Manufactured since: ______________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 149/416
© SAP AG CR800 3-54
4-2 Maintain a lists of catalog characteristics (LOC) for your product catalogsZB2CCAT## and B2BCAT##. Assign this characteristics list to a catalog area of your
product catalog and run an update replication for your product catalog. Finally, checkwhether you can search in the WebShop on the basis of the new characteristics.
4-2-1 Create a characteristics list called ZLOC##.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Catalog characteristics list: ZLOC##
Description: List of catalog characteristics for group ##
Assign the following attributes to your list of characteristics:
Field Name or Data Type Description or Value
Name ZMANUFACT_SINCE
Description Manufactured since Name ZDESIGNER
Description Designer group
The attribute type of your entry should be Standard and the Entry Type should
be Simple entry field.
4-2-2 Assign your characteristics list to the Printers area of your product catalog
ZB2CCAT##.
Check whether the attributes of your characteristics list appear as entry fields
in the item list of the catalog area Printers.
4-2-3 Maintain the fields in the columns Designer for group and Manufactured sincefor all products in the area Printers Save your entries
4-2-4 Perform an update replication for your product catalog.
4-3 Now call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Additional fields for an extended search should now be displayed. Enter a search term
and start the search.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 150/416
© SAP AG CR800 3-55
4-4 Maintain a list of characteristics for your product catalog ZB2BCAT##.
4-4-1 Create a characteristics list called ZLOC##02.
Catalog characteristics list: ZLOC##02
Description: List of catalog characteristics 2 ##Assign the set type : ZDESIGN_##
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X
Check that the attribute type of your two entries will be Master characteristics
and the entry type Simple.
4-4-2 Assign your new characteristics list ZLOC##02 to the area Printers of your
product catalog Z B2BCAT## .
4-4-3 Why do the attributes MANUFACT_SINCE and DESIGNER appear with
values as additional fields in the item list of the catalog area Printers?
4-4-4 Perform an update replication for your product catalog.
4-4-5 Now call up the B2B scenario.
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X Check that now the attributes MANUFACT_SINCE and DESIGNER appear for product THT-00-##
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 151/416
© SAP AG CR800 3-56
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 152/416
© SAP AG CR800 3-57
Unit: Catalog Setup
Topic: Product Catalog / Multi-Media Objects
At the conclusion of this exercise, you will be able to:
• Add images to the products in your catalog
Add images to the products in your product catalogZB2CCAT##.
5-1 On the Internet, find two small and two large images that you could assign to the
products in your catalog. Store the selected objects on your local hard drive C: in the
temp-directory.
5-2 Add the images to your product catalog.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Product catalog: ZB2CCAT##
Add a thumbnail picture and a large, detailed picture for your product THT-00-##.
Repeat this procedure for product THT-01-##.Before you can check the results in the WebShop, you have to reactivate your
products. (Ensure that all the levels of the product catalog are active.)
5-3 Perform an update replication for your product catalog.
5-4 Start your browser and call up the B2C scenario.
URL: http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Check whether your products are now provided with images.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 153/416
© SAP AG CR800 3-58
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 154/416
© SAP AG CR800 3-59
(optional)
Unit: Catalog Setup
Topic: Product Catalog / Document Types
At the conclusion of this exercises, you will be able to:
• Create a new catalog type
• Create a new document type and assign it to a catalog type
Create a Catalog Type.
6-1 Create a new catalog type by copying the existing catalog type BOTH.
Field Name or Data Type Values
Catalog type ZC##
Description Catalog type for group ##
6-2 Look at the Assignment of document types to your new catalog type. How many
document types are assigned to the Folder-Template for areas Both-Area?
__________________________________________________________________
6-3 Create a document class Z##_MP3_XXX.
Menu path: Customizing→ SAP Web Application Server → SAP Web Application
Server → Basis Services → ArchiveLink→ Basic Customizing→ Document classes
Choose the New entries button.
Field Name or Data Type Values
Document class Z##_MP3_XXX (XXX = client of yourCRM system)
Description Document class MP3 for group ##
MIME type audio/mp3
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 155/416
© SAP AG CR800 3-60
6-4 Create a document type called Z##_AU_XXX and assign it to the document class youcreated in the previous exercise.
Customizing→ SAP Web Application Server → SAP Web Application Server → Basis
Services → ArchiveLink → Basic Customizing→ Edit Document types
Field Name or Data Type Values
Document type Z##_AU_XXX
Long Name Document type MP3 for group
##
Document class Z##_MP3_XXX
Assign your new document type to a new template for folders
Menu path: SPRO→ CRM → Basic Functions→ Content Management → Define
Templates for Folders
Choose entry Both-Areas and copy it to Both-Area_##_XXX .
Click with the right-hand mouse button in the space under Name and choose Create Folder .
Enter Name Z##_AU_XXX and Description MP3. Go to Properties tab and maintain
value Z##_AU_XXX for the document type.
6-5 Assign your folder template to your catalog type Both_Area_##_XXX.
Customizing→ Customer Relationship Management → Master Data → Product
Catalog → Define Catalog Types
6-6 Create a new product catalog with your catalog type ZC##.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Field Name or Data Type Description or Values
Product catalog ZTEST##
Catalog type Catalog type for group##
Catalog description Text of your choice
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 156/416
© SAP AG CR800 3-61
6-7 Only maintain the necessary fields (name and description of your choice) at catalog
header level and create just one catalog area.
Field Name or Data Type Description or Values
Catalog area Area_1
Description Any
6-8 Call up the header data of the catalog area you just created and search for the newdocument type.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 157/416
© SAP AG CR800 3-62
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 158/416
© SAP AG CR800 3-63
(optional)
Unit: Catalog Setup
Topic: Product Catalog / Text Types
At the conclusion of this exercises, you will be able to:
• Explain and set the basic text determination steps in Customizing
• Extend a catalog type to include a new text type
In Customizing, look at the details for the catalog type BOTH.
7-1 Which text determination procedures are allowed for
a) Catalog areas?
b) Catalog items?
Menu path: Customizing→ Customer Relationship Management → Master Data →
Product Catalog→ Define Catalog Types
7-2 Look closely at the text determination procedure S2. Which text types are allowed for
catalog areas in this procedure? _____________________________________________________________________
_______________________________________________________________
Menu path: Customizing→ Customer Relationship Management → Basic Functions
→ Text Management → Define Text Determination Procedure
7-3 Create a new text determination procedure and extend it to include a new text type.
7-3-1 First copy the existing text determination procedure S2 and all dependententries.
Call your copy of the text determination procedure TS## and assign the Text
determination procedure for group ## description.
Field Name or Data Type Description or Values
TextDetermProc. TS##
Dscrptn proc. Text determination group ##
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 159/416
© SAP AG CR800 3-64
7-3-2 For the text object PCAT_CTY (=product catalog area), create a new text type
ZX## (X stands for the last digit of your client) and assign the Footer for
group ## description.
Menu path: Customizing→ Customer Relationship Management → Basic
Functions→ Text Management → Define Text Objects and Text Types
Field Name or Data Type Values
Text ID ZX## (X stands for the last digit of yourclient)
Description Footer for group ##
7-3-3 Assign the new text type to your text determination procedure TS##.
Menu path: Customizing→ Customer Relationship Management → Basic Functions→ Text Management → Define Text Determination Procedure
Field Name or Data Type Values
Text type ZX## (can be chosen via F4 Help)
Sequence 0004
7-3-4 Assign the new text determination procedure to your catalog type ZC## (from
the previous exercise on document types).
Menu path: Customizing→ Customer Relationship Management → Master
Data→ Product Catalog→ Define Catalog Types
Field Name or Data Type Values
Text Determination
Procedure for areas
TS##
Text Determination Procedure for items
S5 (leave unchanged)
7-3-4 Check your settings by
• Creating a product catalog with your catalog type
• Creating a catalog area
• Looking at the possible texts for this catalog area
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 160/416
© SAP AG CR800 3-65
Solutions
Unit: Catalog Setup
Topic: Product Catalog
Create a Product Catalog for your B2C and B2B WebShop.
1-1 Create a product catalog.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X( X stands for the last digit of your client)
Log on with your CRM user name.
Choose the Product Catalog link and then the Create tab .
Field Name or Data Type Description or Value
Product Catalog name ZCAT##
Catalog type Both
Description Catalog for group ##
Language English
Select the Go button.
Select the Variants tab and then the Add Variant button.
Variants
Field Name or Data Type Description or Value
Catalog variant VARIANT_EN_##
Description US variant/USD
Language English
Currency USD (American Dollar)
Abbr.: Sales org.: O 50000609
Distribution channel 30
Division 00
The Sales organization and Distribution channel control the products that are allowed
in the product catalog and determine the sales-relevant data when the order is created.
Pricing procedure: RVCXUS
Unit of measure (UoM) type: Base unit of measure
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 161/416
© SAP AG CR800 3-66
Save your entries.
1-2 In the Main Areas tab, create a structure for your product catalog.First define a catalog area Scanners
Select the Main Areas tab and then the Add Area button.
Field Name or Data Type Description or Value
Catalog area Scanners
Description Scanners ##
Language English
Select the Add Area button.
1-3 Add the products HT-1080 and HT-1081 to your new catalog area.
Select Scanners ## in the tree structure. Choose the Item Overview tab and thenthe Add Item button.
1-4 Only activated items are considered during replication to the index server. For this
reason, activate all the levels of your product catalog (items, catalog areas, variants,catalog header).
Header level: Choose ZCAT## in the tree structure. Under Header Data, select
the Activate button next to the light bulb icon. The light bulb must be lit up.
Variant level: Choose the Variants tab and select the Activate button in the
column Activator for the variants.
Area level Printers, sub areas and products: Select the Areas tab and choose for
area Printers in the column Activator the entry Including subareas and items .
Select the Activate button.
Area level Scanners, sub areas and products: Select the Areas tab and choose for
area Scanners in the column Activator the entry Including subareas and items .
Choose the Activate button.
Save your product catalog.
Use the Save button in the upper row.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 162/416
© SAP AG CR800 3-67
1-5 To access the product catalog with the browser, you have to add your catalog to your
WebShop.
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
WebShop: ZB2CSHOP##
Replace the existing catalog with your own catalog.
Catalog : ZCAT## Variant : VARIANT_EN_##
Log on with your CRM user name. Select the Existing Shops button and search
for your WebShop ZB2CSHOP##. Choose the Change button and select the
Catalog tab. Delete the entries PCSHOP and VAR_EN .
Add your catalog and variant. Save your entries.
1-6 After maintenance of the product catalog and the completion of the WebShop, data
has to be replicated to the index server. Replicate the content of your product catalog.Remember that only the activated elements of your product catalog will be replicatedto the index server.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user name and choose the Replication link .
Specify the following parameters for the replication:
Field Name or Data Type Description or Value
Your product catalog ZCAT##
Your variant VARIANT_EN_##
Search server relation DRFUZZY
Publishing computer ID Choose See possible entries button.
Choose the Initial Replication button.
1-7 Now call up the B2C scenario.
URL: http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Choose the WebShop for consumers that use your product catalog (ZB2CSHOP##).
Check whether the products you maintained in your product catalog display.
If the products do not display, you may have to activate the missing elements of your
product catalog. Then run an update replication for your catalog variant.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 163/416
© SAP AG CR800 3-68
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 164/416
© SAP AG CR800 3-69
Unit: Catalog Setup
Topic: Catalog Views
Catalog Views
2-1 First assign a new catalog area Printer with automatic product assignment to your catalog
ZCAT##. As a pre-condition, assign hierarchy HIER_ISA and product category
CAT_## to products THT-00-## and THT-01-##.
Menu path: SAPmenu → Master Data→ Products→ Maintain Products
Maintain the following fields for product THT-00-## and THT-01-##
Category ID: CAT_##
Hierarchy ID: Test hierarchy for group ##
2-2 Create a catalog area called Printers with automatic product assignment.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X( X stands for the last digit of your client)
Log on with your CRM user name and select the Product Catalog link and log on
to your catalog ZCAT##.
Select the Main Areas tab and choose the Add Area button.
Header
Catalog area: PrintersMark the Automatic Assignment checkbox.
Description: Printers
Select product hierarchy and category.
Product hierarchy: Hierarchy for ISA Product category: CAT_##
Select the Add Area button.
Look at the products automatically added by the system.
Select the Printers area in the structure tree and then on Item Overview tab.The products THT-00-XX and THT-01-## appear.
Activate your catalog area and replicate your catalog
Select Replication → Update Replication and enter catalog ZCAT##.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 165/416
© SAP AG CR800 3-70
2-3 Add the catalog to your B2B WebShop.
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user name.
WebShop: ZB2BSHOP##
Replace the existing catalog and variant with your catalog data:Catalog: B2BCAT##
Variant: VARIANT_EN_##
Select the Existing Shops button and search for your WebShop ZB2BSHOP##.
Choose the Change button and select the Catalog tab. Delete the entries PCSHOP
and VAR_EN .
Add your catalog and variant: Log on with your CRM user name and choose
your WebShop. Save your entries.
2-4 Start your browser and call up the B2B scenario.URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Call up your WebShop for business customers ( ZB2BSHOP## ).
Log on to the B2B shop. To log on, use the contact person you created in Unit 2. ( Miller##)
2-4-1 Check whether the products that were assigned to the catalog areas Printers
and Screens display.
2-4-2 If the products do not display, activate the missing elements of your product
catalog and run an update replication for your product catalog.
2-5 Now define a catalog view.
2-5-1 Call the Web catalog maintenance.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCR
M80X
Log on with your CRM user name and select the Product Catalog link.
2-5-2 Open your ZCAT## catalog and choose the Views tab and define a new view. Catalog view: View_##
Description: Catalog view for group ##
Select your catalog ZCAT## (click on the name) and select the Change
button.
Choose the Views tab page and select the Add View button. Now Save the
view
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 166/416
© SAP AG CR800 3-71
2-5-3 Select your new view and call up the details ( Manage Views button). Now
select the Screens catalog area since this will be contained in your view and all products. Save your selection.
Go back one step by selecting the button with the green arrow or choosing
the Back to view list link .
On the previous page, choose the Assign business partner button. In the upperscreen area, search for the contact person that you created in Unit 2 and add it
to the catalog view.
Save your entries.
Go back one step by selecting the button with the green arrow or choosing
the Back to view list link.
2-6 Mark the Catalog Search checkbox in the definition of your WebShop.
Choose the Existing Shops link , search for your shop ZB2BSHPO##, and then
select the Change button.
Choose the Catalog tab and mark the Catalog Search box .
Choose the Save button.
2-7 Perform an update replication for your product catalog.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user name and choose the Replication link. Choose the
Update Replication button, select your catalog, and select the Update Replicationbutton .
2-8 Log on to your B2B WebShop with your contact person and check whether the catalogview that you have created appears.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 167/416
© SAP AG CR800 3-72
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 168/416
© SAP AG CR800 3-73
(optional)
Unit: Catalog Setup
Topic: Copying Catalog Areas
Create an Additional Product Catalog by Using Existing Catalog Areas.
3-1 Create an additional product catalog.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user name and select the Product Catalog link .
Choose the Create button.
Select the Go button.
Variants
Select the Add Variant button and then the Save button to save your entries.
Choose the Log off button.
Field Name or Data Type Description or Value
Name ZCAT##_2
Catalog type Both
Description Second catalog for group ##
Field Name or Data Type Description or Value
Description US variant
Language English
Currency USD
Unit of measure type Base unit of measure
Abbr.: Sales org.: O 50000609
Distribution channel 30
Pricing procedure RVCXUS
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 169/416
© SAP AG CR800 3-74
3-1-1 Now insert the areas and products from your first product catalog (ZCAT##).
Notice: This step is only possible in the CRM System!
Menu path within CRM: SAPmenu→ Master Data→ Product Catalog→
Maintain Product Catalog
In the Product Catalog field, choose your catalog ZCAT##_2 and select theChange button. Choose Edit / Copy from another catalog from the menu.
Choose the first catalog (ZCAT##) and confirm your entry. In the left
screen area, select your new catalog. In the right screen area, select the
area that you want to copy to the new catalog. Choose the Copy button.
Choose the Save button.
3-1-2 Look at the catalog you have just created and modify it as necessary.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 170/416
© SAP AG CR800 3-75
Unit: Catalog Setup
Topic: Product Catalog/Catalog Characteristics
4-1 Assign the Designer and Manufactured since attributes to your product THT-00-##and maintain values for these two attributes.
4-1-1 Create a new set type ZDESIGN_##.
Menu path: SAPmenu→ Master Data→ Products→ Maintain Set Types
and Attributes.
Select the Set type radio button.
Field Name or Data Type Description or Value
Set type name ZDESIGN_##.
Description Design for group ##
Product type Material
Attributes ZDESIGNER
ZMANUFACT_SINCE
Save the set type.
4-1-2 Assign your settype ZDESIGN_## and the General view to the category
CAT_## of hierarchy Hier_ISA.
Menu path: SAPmenu Master Data Products Maintain Categories
and Hierarchies
Hierarchy ID: HIER_ISA
Hierarchy Description: Hierarchy for ISA
Choose the Category CAT_## and assign the set type ZDESIGN_## and
the view GENERAL.
Save.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 171/416
© SAP AG CR800 3-76
4-1-3 Assign hierarchy HIER_ISA and product category CAT_## to product THT-
00-## (if you have not done it before)
Menu path: SAPmenu Master Data Products Maintain Products
Maintain the following fields for product THT-00-##:
Category ID: CAT_##
Hierarchy ID: Test hierarchy for group ##
Choose Enter . A new tab page (General ) appears.
4-1-4 Maintain values of your choice for the two attributes.
Go to General tab and maintain values.
Designer group: ______________________________________
Manufactured since: ______________________________________
4-2 Maintain a lists of catalog characteristics (LOC) for your product catalogs ZCAT##and ZCAT##. Assign this characteristics list to a catalog area of your product catalog
and run an update replication for your product catalog. Finally, check whether you cansearch in the WebShop on the basis of the new characteristics.
4-2-1 Create a characteristics list called ZLOC##.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X (X stands for the last digit of your client)
Log on with your CRM user name and select the List of Catalog
Characteristic link. Choose Create.
Catalog characteristics list: ZLOC##Description: List of catalog characteristics for group ##
Assign the following attributes to your list of characteristics:
Name: ZMANUFACT_SINCE
Description: Manufactured since
Name: ZDESIGNER
Description: Designer group
In the search bar, select Standard characteristic and search for your
attribute by Number . Choose the attributes by selecting the Plus icon.
The attribute type of your entry should be Standard and the Entry Type should
be Simple entry field.
Save your characteristics list.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 172/416
© SAP AG CR800 3-77
4-2-2 Assign your characteristics list to the Printers area of your product catalog
ZCAT##.
Select the Product Catalog link in the second level navigation and choose
Product catalog ZCAT##.
Select the Change button and the Printers area.
Open the Basic Data tab and enter your characteristics list ZLOC## in the
Area LOC field .
Choose the Save button .
Check whether the attributes of your characteristics list appear as entry fields
in the item list of the catalog area Printers.
Select the Item Overview tab and choose one of the area products.
4-2-3 Maintain the fields in the columns Designer for group and Manufactured since
for all products in the area Printers. Save your entriesDeactivate the product (by choosing the Deactivate button) and maintain
the fields . Then activate the products and the catalog area.
4-2-4 Perform an update replication for your product catalog.
Select the Replication link in the second level navigation and then Update
Replication.
Product Catalog: ZCAT##
Choose Update Replication.
4-3 Now call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Call up the shop ZB2CSHOP##. Choose Catalog and the catalog area Printers.
Additional fields for an extended search should now display. Enter a search term and
start the search.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 173/416
© SAP AG CR800 3-78
4-4 Maintain a list of characteristics for your product catalog ZCAT##.
4-4-1 Create a characteristics list called ZLOC##02.
Catalog characteristics list: ZLOC##02Description: List of catalog characteristics 2 ##
Assign the set type : ZDESIGN_##
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X
Log on with your CRM user and select the List of Catalog Characteristics
link and then on the Create link .
In the search bar, select Master Characteristic, Number, and then Find .
Choose the set type by selecting the plus icon for the two characteristics.
Check that the attribute type of your two entries will be Master characteristics and the entry type Simple.
Save your characteristics list.
4-4-2 Assign your new characteristics list ZLOC##02 to the Printers area of your product catalog ZCAT##.
Choose the Catalog link in the second level navigation . Choose product
catalog ZB2BCAT##. Choose the Change button and select the Printers
area. Open the Basic Data tab and enter your characteristics list
ZLOC##02 in the Area LOC field. Choose Save.
4-4-3 Why do the attributes MANUFACT_SINCE and DESIGNER appear with
values as additional fields in the item list of the catalog area Printers?
Because the attribute type in the list of characteristics was Master
characteristics for both.
4-4-4 Perform an update replication for your product catalog.
Select the Replication link in the second level navigation and then Update
Replication.
Product Catalog: ZCAT##
Choose Update Replication.
4-4-5 Now call up the B2B scenario.
http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Call up the Shop ZB2BSHOP##. Choose Catalog and the catalog area
Printers.
Check that now the attributes MANUFACT_SINCE and DESIGNER appearfor product THT-00-##.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 174/416
© SAP AG CR800 3-79
Unit: Catalog Setup
Topic: Product Catalog / Multi-Media Objects
5-1 On the Internet, find two small and two large images that you could assign to the products in your catalog. Store the selected objects on your local hard drive C: in the
temp-directory.
5-2 Add the images to your product catalog.
URL:http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user and select the Product Catalog link.Product catalog: ZCAT##
Choose the Change button.
Add a thumbnail picture and a large, detailed picture for your product THT-00-##.
Open the catalog area Printers, open the Item Overview tab, and deactivate
material THT-00-##.
Select the product name. Choose the Manage Long Texts and Documents button.
Choose the Item Images tab and select Image. Choose the Add Image button .
Choose one image from the temp-directory, enter a description (optional) and
Save.
Do the same for the object type THUMB .
Repeat this procedure for product THT-01-##.
Before you can check the results in the WebShop, you have to reactivate your products. (Ensure that all the levels of the product catalog are active.)
5-3 Perform an update replication for your product catalog.
Select the Replication link in the second level navigation and then Update
Replication.
5-4 Start your browser and call up the B2C scenario.
URL: http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Check whether your products are now provided with images.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 175/416
© SAP AG CR800 3-80
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 176/416
© SAP AG CR800 3-81
(optional)
Unit: Catalog Setup
Topic: Product Catalog / Document Types
6-1 Create a new catalog type by copying the existing catalog type BOTH.
Customizing→ Customer Relationship Management→ Master Data→ Product
Catalog→ Define Catalog Types
Select the row with the catalog type BOTH.
Select the Copy as… pushbutton or choose: Edit→ Copy as...
Field Name or Data Type ValuesCatalog type ZC##
Description Catalog type for group ##
Confirm the copy procedure and the subsequent information with Enter . Save
your entry.
6-2 Look at the assignment of document types to your new catalog type. How many
document types are assigned to the Folder-Template for Both-Area areas?
Select the row with your catalog type ZC##.
The Folder Template for Both-Area areas is maintained. The definition of this
Folder-Template can be found using SPRO→ Customer Relationship
Management→ Basic Functions→ Content Management→ Define Templates for
Folders
Eight document types are assigned to the Folder-Template Both-Area.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 177/416
© SAP AG CR800 3-82
6-3 Create a document class Z##_MP3_XXX.
Menu path: Customizing→ SAP Web Application Server→ SAP Web Application
Server→ Basis Services→ ArchiveLink→ Basic Customizing→ Document classes
Choose the New entries button
Field Name or Data Type Values
Document class Z##_MP3_XXX (XXX = client of yourCRM system)
Description Document class MP3 for group ##
MIME type audio/mp3
Save your entries.
6-4 Create a document type called Z##_AU_XXX and assign it to the document class youcreated in the previous exercise.
Customizing→ SAP Web Application Server→ SAP Web Application Server→ BasisServices→ ArchiveLink→ Basic Customizing→ Edit Document types
Choose the New entries button.
Field Name or Data Type Values
Document type Z##_AU_XXX
Long Name Document type MP3 for group ##
Document class Z##_MP3_XXX
Save your entries.
Assign your new document type to a new template for folders
Menu path: SPRO→ CRM→ Basic Functions→ Content Management→ Define
Templates for Folders
Choose Both-Areas entry and copy it to Both-Area_##_XXX.
Click with the right-hand mouse button in the space under Name and choose Create
Folder .
Enter Name Z##_AU_XXX and Description MP3. Go to the Properties tab andmaintain value Z##_AU_XXX for the document type.
Save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 178/416
© SAP AG CR800 3-83
6-5 Assign your folder template to your catalog type Both_Area_##_XXX.
Customizing→ Customer Relationship Management→ Master Data→ Product
Catalog→ Define Catalog Types
Select the row with your catalog type ZC## and click on the details.
In the Folder Templates for areas field, maintain Both_Area_##_XXX.
Save your entries.
6-6 Create a new product catalog with your catalog type ZC##.
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user, select the Product Catalog link and choose Create:
Field Name or Data Type Values
Product catalog ZTEST##
Catalog type Catalog type for group##
Catalog description Text of your choice
Choose the Go button and.
6-7 Only maintain the necessary fields (name and description of your choice) at catalog
header level and create just one catalog area.
Choose the Main Areas tab and select the Add Area button.
Field Name or Data Type Description or Value
Catalog area Area_1
Description Any
Save your entries.
6-8 Call up the header data of the catalog area you just created and search for the newdocument type.
Select the area name, choose the Basic Data tab and select the Manage Long
Texts and Documents button . Select the Area Images tab and look at the
document types for the object.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 179/416
© SAP AG CR800 3-84
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 180/416
© SAP AG CR800 3-85
(optional)
Unit: Catalog Setup
Topic: Product Catalog / Text Types
In Customizing, Look at the details on the catalog type BOTH.
7-1 Which text determination procedures are allowed for
c) (Catalog) areas?
d) (Catalog) items?
Menu path: Customizing→ Customer Relationship Management→ Master Data→
Product Catalog→ Define Catalog Types
Select the row with the catalog type BOTH and choose the Details icon.
(Alternatively, you can also double-click the row with the catalog type BOTH).
Text Determination Procedure for areas: S2
Text Determination Procedure for items: S5
7-2 Take a closer look at the text determination procedure S2. Which text types are
allowed for catalog areas in this procedure?
Menu path: Customizing→ Customer Relationship Management→ Basic Functions
→
Text Management→
Define Text Determination Procedure Select the row with the text object PCAT_CTY.
In the dialog structure, call up the Procedure area
Select the row with the text determination procedure S2.
In the dialog structure, call up the Definition of Procedure area.
Text type 0001 (Description)
Text type 0002 (Heading)
Text type 0003 (Subtitle)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 181/416
© SAP AG CR800 3-86
7-3 Create a new text determination procedure and extend it to include a new text type.
7-3-1 First copy the existing text determination procedure S2 and all dependent
entries.
Call your copy of the text determination procedure TS## and assign the
Description Text determination procedure for group ##.
Menu path: Customizing → Customer Relationship Management→ Basic
Functions→ Text Management → Define Text Determination Procedure
Select the row with the text object PCAT_CTY.
In the dialog structure, call up the Procedure area
Select the row with the text determination procedure S2.
Choose Copy as… or choose Edit Copy as...
Field Name or Data Type Values
TextDetermProc. TS##
Dscrptn proc. Text determination group ##
Confirm the copy procedure by selecting Enter. Answer the following
system message with Copy all.
Confirm subsequent information and Save your entries.
7-3-2 For the text object PCAT_CTY (=product catalog area), create a new text type
ZX## (X stands for the last digit of your client) and assign the Description:
Footer for group ##.
Menu path: Customizing→ Customer Relationship Management→ Basic Functions→ Text Management→ Define Text Objects and Text Types
Call up change mode and confirm the message that appears.
Search for text object PCAT_CTY and choose this entry.
The text IDs that can be assigned to a text determination procedure (for a
catalog area) display.
Select the Create button.
Field Name or Data Type Values
Text ID ZX## (X stands for the last digit of
your client)
Description Footer for group ##
Save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 182/416
© SAP AG CR800 3-87
7-3-3 Assign the new text type to your text determination procedure TS##.
Menu path: Customizing→ Customer Relationship Management→ Basic
Functions→ Text Management→ Define Text Determination Procedure
Select the row with the text object PCAT_CTY.
In the dialog structure, call up the Procedure area.Select the row with the text determination procedure TS##.
In the dialog structure, call up Definition of Procedure.
Choose the New entries button.
Field Name or Data Type Values
Text type ZX## (can be chosen via F4 Help)
Sequence 0004
Confirm and save your entry.
7-3-4 Assign the new text determination procedure to your catalog type ZC## (fromthe previous exercise on document types).
Menu path: Customizing→ Customer Relationship Management→ Master
Data→ Product Catalog→ Define Catalog Types
Select the line with the catalog type ZC## and choose the Details icon.
(Alternatively, you can also double-click the row with the catalog type
ZC##).
Field Name or Data Type Values
Text Determination
Procedure for areas
TS##
Text Determination
Procedure for items
S5 (leave unchanged)
Save your entry.
7-3-5 Check your settings by
Creating a product catalog with your catalog type
Creating a catalog area
Looking at the possible texts for this catalog area
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 183/416
© SAP AG CR800 4-1
SAP AG2004
Order and Contact Processing
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 184/416
© SAP AG CR800 4-2
SAP AG2004
Order and Contract Processing
Order Processing
Batches and Product Determination
Contracts and Contract Negotiation
With CRM 4.0 the functionality of Catalog and Order Management was extended by the following
features:
Contract Negotiation
RFQ Processing
Batches
Product Determination
Customer Specific Views for External Catalogs
OCI Enhancements
Web Catalog Management
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 185/416
© SAP AG CR800 4-3
SAP AG2004
Order and Contract Processing: Unit Objectives
At the conclusion of this unit, you will be able to:
Point out the ordering features with CRM E-Commerce
Set up inquiries (request for quotations)
Maintain the organizational data for the Web order
Set up product determination and contract negotiations
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 186/416
© SAP AG CR800 4-4
SAP AG2004
Order and Contract Processing I
Order Processing
Batches and product determination
Contracts and contract negotiation
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 187/416
© SAP AG CR800 4-5
SAP AG2004
Catalog and Order Mgmt…
• In B2B in E-Commerce
• In B2C in E-Commerce
• In B2B for Occasional Users
• With External Catalog Integration
• With One-Step Business
Catalog and Order Mgmt…
• In B2B in E-Commerce
• In B2C in E-Commerce
• In B2B for Occasional Users
• With External Catalog Integration
• With One-Step Business
Order Processing within the Solution Manager
EE--SellingSelling
E-Commerce scenarios based on ISA (R/3 Edition) not listed
E-Commerce Scenarios:
5 scenario
variants
Catalog and Order Management in E-Commerce
Provides a centralized product catalog and enables Web customers to receive quotations or place
orders for products and services. This scenario is delivered with a selection of scenario variants, each
differing in specific processes:
… in B2B in E-Commerce
- This variant supports you when setting up and offering product catalogs and when selling products
and services to business partners, that is, companies, via the World Wide Web. Marketing
functions play a lesser role here as this scenario concentrates more on allowing the customer to
order the desired products quickly and easily.
… in B2C in E-Commerce
- This variant supports the offering of product catalogs and the selling of products and services to
consumers via the World Wide Web. It is designed to offer products attractively, to stimulate purchasing and in doing so maximize profit.
… in B2B for Occasional Users
- This variant supports you when setting up and offering product catalogs and when selling products
and services to business partners, that is, companies, via the World Wide Web. The processes are
aimed especially at occasional users.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 188/416
© SAP AG CR800 4-6
…
… with External Catalog Integration
- This variant uses third-party product catalogs for offering products and services via the World
Wide Web to customers.
… with One-Step Business
- this variant, Purchasing and Sales can be executed by the buyer and salesperson in one step, using
the relevant SAP systems.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 189/416
© SAP AG CR800 4-7
SAP AG2004
The transaction type used for Web orders
in the CRM system is specified in the Web
shop profile
Transaction Type for Web Order
Web Shop
Internet
CRM SystemCRM System - Transaction Type (ZIS)
Basic function: Pricing Determination
Partner Determination
Text Determination
- Transaction Type (ZIS)
Option to redetermine pricing
The transaction type used for CRM E-Commerce orders is specified in the Web shop profile. This
transaction type controls the processing of the basic functions in the CRM system.
Only one transaction type can be specified for orders for each Web shop.
The same transaction type is used to create sales orders in SAP R/3. When orders are transferred to the
SAP R/3 system, certain basic functions can be performed again (such as pricing).
Order status
On header level:
- Overall status (can be open in case of order related billing)
Open/Completed
- Delivery statusOpen/Completed (set if all items are completed)
On item level:
- Open,
- Partly delivered (set if deliveries exists but not yet completed),
- Completed
- Cancelled
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 190/416
© SAP AG CR800 4-8
SAP AG2004
00R/3 dummy division
Division not active
You maintain within the variant of the product catalog the:
Sales organization
Distribution channel
Responsible organizational unit
The division (at item level) is determined from the product master
The division (at header level) is defined in the IMG
The sales office is set in the Shop Management
Basic Data
Catalog VariantSales Organ. DChan Pric ing.. UoM T ype Organisation …..
VAR_D Sales US RVCEU130 Base un..
Organizational Data of the Web Order
ZISTransaction type Sales via Internet
O 50000612Sales Office
Enable offer creation
Order
US Office Internet Sales
The sales office is assigned to the Web shop (optionally). Within the Web shop it is checked if the sales
office is compatible to indirect assigned sales areas data. The sales office can be used for the catalogdetermination.
The standard CRM organizational data determination for the sales organization and distribution channel
can not be applied for the Web shop order. The sales area data from the catalog variant is transferred to
the order at order creation time.
Responsible organizational unit: If no responsible organizational unit is maintained within the catalog
variant, the CRM system will start an organizational determination for this unit.
The determination of responsible organizational unit is time consuming.
More than one possible resp. org. unit could be determined, but in web application no selection
dialog possible maybe not correct resp. org. unit assignment.
Solution:
- Maintenance of resp. org. unit in product catalog variant.
- Should be on sales office level or lower if Web shop contains sales office to assure data
correctness.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 191/416
© SAP AG CR800 4-9
SAP AG2004
Optional:Determination of Responsible Organizational Unit
Determination Rule
Attribute
(e.g. Country,
Region)
Organizational Model
Responsible
Organizational Units
Evaluated Attributes
Country: US
Region: MA
Transaction Type
Org. Data Profile
Sales Order
Business Partner
Determination Rule
Org. Data Profile
If no responsible organizational unit is maintained within the catalog variant, the CRM system will try
to determine this unit via the logic illustrated above.
When determining organizational data, the system uses the organizational data profile rule that was
assigned to the transaction type used in the IMG of the CRM system. The determination rule is derived
from this organizational data profile. This determination rule determines which fields are taken into
account when the system determines organizational data from the document data (country and region of
business partner, for example). Using the evaluated attributes from the CRM document, the responsible
organizational units are determined via the attributes of the organizational model or through defined
responsibility.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 192/416
© SAP AG CR800 4-10
SAP AG2004
Differences between B2B and B2C Web Shop
Creation/Change
Orders
My Favorites
Display
Orders
My Favorites
Saved Baskets
Creation/Change
Orders
Order
Templates
Quotation
Display
Orders
Order
Templates
Quotations
Contracts
Invoices
Credit Memos
Down Payments
History
B2B Web Shop B2C Web Shop
B2B Web shop:
Catalog:- Product List, Product Detail, Product Comparison, Personal Recommendations, Special Offers
(Top N)
Documents:
- Orders, Order Templates, Quotations, Contracts, Accessories/Alternatives/Related Products
Product Search
Direct Entry
History:
- Ten least recently used documents
- Show/Hide feature
- Realized by cookies
B2C Web Shop Catalog:
- Product List, Product Detail, Product Comparison, Personal Recommendations, Special Offers
(Top N)
Documents:
- Orders, Saved Baskets, Accessories/Alternatives/Related Products, My Favorites
My Favorites
- Realized by cookies, available in next session without login
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 193/416
© SAP AG CR800 4-11
SAP AG2004
Change ship-to address
For whole basket
For line items
Add notes
For whole basket
For line items
Define delivery dates
For whole basket
For line items
Change ship-to address
For whole basket
For line items
Add notes
For whole basket
For line items
Define delivery dates
For whole basket
For line items
B2B Web Shop: Shopping Basket
Change ship-toaddress and delivery
date per item
Header notes
Line item notes
Availability check: Using either SAP R/3 or SAP Advanced Planner & Optimizer (APO)
Delivery type:
Normal, express, 24h, and so on
Display of relevant shipping conditions
Order Details:
APO infos (if flag in the shop’s master data is set)
Remaining quantity (shown in ordered UOM)
Delivery address (shown only if different from header)
Deliveries (before CRM 3.0 SP07 via RFC from SAP R/3)
- Date (can vary from creation of delivery over goods issue date to actual delivery date at customer
location, depending on SAP R/3 customizing)
- Unit of measurement (in delivery UOM)
- Link to external package tracking (like UPS, DHL, and so on – separate call to SAP R/3)
- Badi for modification of order detail: BAdI CRM_ISA_STAT_DETAIL
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 194/416
© SAP AG CR800 4-12
SAP AG2004
B2C Web Shop: Payment Forms
PaymentPayment FormsForms
Invoice (default payment type)
Credit card
Cash on delivery
To change settings of payment types:
Exclude payment forms
Propose payment forms
Implement BADI:
CRM_RISK_MGMT_BADI
In the B2C Shop you can offer your customers the following payment forms:
Invoice
Payment card
Cash on delivery
In the standard system, the invoice is the default payment form.
In the CRM system, the Business Add-In (BADI) CRM_RISK_MGMT_BUDI is available.
Using this BADI, you can:
Exclude payment forms
- If you think the invoice payment method is too insecure, you can exclude this payment method
using the BADI.
Propose payment forms
- Using this BADI, you can set the system to automatically propose cash on delivery to your
customer in Internet Sales.
Code example:
Method IF_EX_CRM_RISK_MGMT_BADI~GET_PAYMENTTYPES
CV_PROPOSED_PAYMENT_TYPE = 1
Endmethod
Cash-on-delivery is checked in the Web shop by default
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 195/416
© SAP AG CR800 4-13
SAP AG2004
Status Management/Workplace
B2C Web Shop
CRM System
RM System
Transfer
Creation of a sales
order with long text
Sales order with long text
Flow control
(Workflow)
Workflow work item for
employee responsible
Order
processing
Status changed/
order releasedNot transferred
to SAP R/3
CRM Customizing
In the B2C Web shop of CRM E-Commerce the customer can enter a long text in the header of the sales
order.
With the help of the workflow long texts in sales orders, the employee responsible is informed that an
Internet order has been entered with a long text, and is asked to postprocess this sales order.
This scenario is only valid for texts at header level of the sales order, in other words, only in the B2C
scenario (text type 1000).
Customizing: Choose Text Type 1000 in the Header Customizing (Business Transaction Types: Sales)
of the transaction type used for the Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 196/416
© SAP AG CR800 4-14
SAP AG2004
Automatic Sending of Web Order Confirmations
CRM SystemRM System
Web order created
Smartforms called
Mail send
Action triggered
Three options for the order confirmation of the Web order:
In Web shop
E-mail triggered via actions in CRM:
Customizing Path: IMG: CRM Basic Functions Actions
Path Smartforms: TX: SMARTFORMS
Output determination in SAP R/3
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 197/416
© SAP AG CR800 4-15
SAP AG2004
Customer creates a request forquotation
Internal employee releases the request
for quotation
(manual or automatic release of RFQ is
supported)
Customer can reject the quotation or
refer to the quotation and place an order
Customer creates a request forquotation
Internal employee releases the request
for quotation
(manual or automatic release of RFQ is
supported)
Customer can reject the quotation or
refer to the quotation and place an order
Request for Quotation (RFQ): Overview
Request for Quotation
Purpose:
With this process, a Web shop customer can get a quotation for one or more articles from the product
catalog. The process includes accepting and confirming quotations. The Internet user gets special
conditions for the products required and has the option of requesting a quotation.
In technical terms, a request for quotation (RFQ) is a quotation with a specific status.
Negotiation process: Employee releases the RFQ by changing the status.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 198/416
© SAP AG CR800 4-16
SAP AG2004
RFQ: Settings in the Web Shop Profile
Shop Management
General Information Catalog Order Marketing
There are two quotation types (you can use just one type for each Web shop):
1. Lean or Simple Quotations (implemented with CRM 2.0B):
A quotation is created based on the transaction type used for orders in the Web shop (like TA or
ISBB)
Extended by date profile to carry validity date (i.e. QUOTE001)
If this type of quotation is requested, the same document is converted into an order.
Status: Open (can be ordered immediately), completed
2. Request for Quotation (RFQ, CRM Quotation):
The transaction type for quotations is taken from the field Order Type for quotations, and may differ
from the transaction type for orders. The AGIS transaction type (Quoation for Internet Sales)delivered by SAP, enables you to obtain a quotation (RFQ) with release and authorization procedure
in one scenario. The request for the quotation takes place in this case by creating a follow-up
document (by copy control).
Implemented with CRM 3.0 SP 13 and CRM 3.1 SP 6.
Are real CRM quotations.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 199/416
© SAP AG CR800 4-17
…
Standard process type AGIS
Status profile: CRMQT_IS
Action profile: QUOTATION_IS
Status: open, confirmed (can be ordered), accepted (ordered), expired (end of validation date reached)
Quotation and Order are linked via DOC_FLOW.
With note 646089 it is possible to handle cancelled positions in ISales.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 200/416
© SAP AG CR800 4-18
SAP AG2004
RFQ: Creation
Add note to ask for
discounts and rebates
B2B Web Shop
RFQ Processing
A Request for quotation (RFQ)
Is an inquiry by the customer and
In technical terms a quotation with a specific status
Internal employee releases the RFQ by modifying the status
Customer can then place an order with reference to the quotation
Prerequisites for the Request for Quotation (RFQ) Processing
You have set the Request for Quotation flag in the Shop Management application to enable requests
for quotations.
You are using the standard delivery transaction types AGIS and ISBB in your Web shop.
Available status:
1. Request for Quotation (CRM quotations):
- Open
- Confirmed (can be ordered)
- Accepted (ordered)
- Expired (end of validation date reached)
2. Lean or Simple Quotations (ISA quotations):
- Open (can be ordered immediately)
- Completed
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 201/416
© SAP AG CR800 4-19
SAP AG2004
RFQ: Release Process
In the employee's CRM Inbox the RFQ appears, the employee
can maintain the price and the text
Within the CRM you can change the status of the quotation and assign a price manually.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 202/416
© SAP AG CR800 4-20
SAP AG2004
Order and Contract Processing II
Order Processing
Batches and product determination
Contracts and contract negotiation
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 203/416
© SAP AG CR800 4-21
SAP AG2004
Batches
Icon indicates a batch
product and expands
the fields below
For scenario one:
enter a specific batch number
What are batches?
Materials that require such precise identification,
for example pharmaceutical products,
are identified and managed in stock not onlyaccording to material number, but also according
to batch number .
Two business scenarios supported:
1.Reorder of batches
Customer can type in batch number know from a previous order
Batches can also be selected from drop down box
Entries of the drop down box are filled by a BADI (CRM_BATCH_ISA_BADI) which by default
calls into R/3 (batch master records are not replicated to CRM)
Batches are only supported in shopping basket, not in catalog
2. Input of batch selection criteria
Customer can enter batch selection criteria for batch products classified accordingly
(batch class 023) Batch selection criteria are used for ATP-check and forwarded to follow up documents
Batch determination takes place in SAP R/3 at point in time of delivery processing
Prerequisite:
SAP R/3 4.6b or higher
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 204/416
© SAP AG CR800 4-22
SAP AG2004
Batch Determination
Example for scenario two:
Customer can enter batch selectioncriteria for product BM_1000
Steps for customizing:
Sys ToDo
R/3 Setup master data (class, characteristics, product, batches)
R/3, CRM Synchronize the customizing settings of the classification
CRM Assign product set type COMM_PR_BATCH
R/3, CRM Initial data transfer of classification data
R/3, CRM Initial data transfer of products
CRM Check data (class, characteristics, product)
CRM Definition of BAdI for: value help batch
input check batch, filter ISA characteristics
CRM Setup B2B master data (shop, catalogue, customer..) ISA Customize shop for batch handled products; set the flag Batch Processing Permitted
in the web based Shop Administration tool under the tab Order .
If the product is handled in batches and the Web shop support batch processing, the user is able to
maintain batches.
Note: Batch processing is only supported for B2B scenario and only in the shopping basket, not in the
product catalog.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 205/416
© SAP AG CR800 4-23
SAP AG2004
Product Determination
Product Determination
Two Scenarios: Customer supports several material codes to identify product
Customer uses condition based product substitution
Relevant to quick order entry of the B2B scenario
Customer can use different customer specific product numbers
during order entry
Product determination maps to general CRM product number
1:n relationship possible (customer specific: CRM product number);
in this case a pop up appears and the customer can then select the
required product manually
Customer specific product number is stored within the CRM order
and is also transferred to SAPR/3
The target of the customizing feature Product Determination and substitution is to enable the SAP
Internet Sales 4.0 for B2B, to handle entered product ids that resolve to more than one systemproduct ID and to support the substitution of a product by another product.
As long as the determination results in a single system product ID, no user interaction is necessary, but
there may be situations when an entered product ID matches more than one system product ID or
substitute products. In those cases the user will be asked to choose the correct entry from the found
system product IDs, respective of substitute products.
If product determination has taken place, the information as to what system product ID an entered
product ID was mapped can be shown in the shopping basket, dependent of Customizing.
.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 206/416
© SAP AG CR800 4-24
SAP AG2004
Product Determination
Step one:
Enter product in the fast entry mode
Step two:
Product number is not unique and
customer has to choose the correct
entry
Step three:
The chosen entry is transferred into
the shopping basket
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 207/416
© SAP AG CR800 4-25
SAP AG2004
Product Determination/Alternative ID
Situation after product
determination has taken place
•Customer sees to what system product iDan entered product id (e.g. partner product
number) was mapped
entered product number
system product ID
(to show this information is customizable)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 208/416
© SAP AG CR800 4-26
SAP AG2004
Product Determination Flow
In case user-specific product ID cannot automatically be resolved to a
single system product ID or more than one substitute product is defined
Document 0815
Pos1 , Usr Id 4711
Pos2
Pos1 ,
Syst Id 1418
Syst Id 0007
...
Update
Document 0815
Pos1 , Usr Id 4711, Syst Id 1418
Pos2
Non-
ambiguous
determination/
substitution
All ambiguities
resolved
Ambiguous
determination/
substitution
Not all ambiguities
resolved
User inquiry
Steps for customizing:
Settings for CRM
Define a profile for alternative product Ids in Customizing. For this, choose Customer Relationship
Management → Cross-Application Components → SAP Product → Alternative Product IDs →
Define Profiles in the Implementation Guide.
Assigned the profile to the required transaction type in Customizing.
For partner products, maintain partner product in the product master.
For GTINs, maintaine these in the product master.
Settings for Internet Sales:
Set the flag Display product determination information in the Web based Shop Management Toolhttp://<web server>:<port>/shopadmin/shopadmin/init.do
under the tab Order to see the system product ID and the reason for substitution at item level.
Product determination is only supported for CRM Internet Sales business-to-business scenario.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 209/416
© SAP AG CR800 4-27
SAP AG2004
Order and Contract Processing III
Order Processing
Batches and product determination
Contracts and contract negotiation
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 210/416
© SAP AG CR800 4-28
SAP AG2004
Contracts are long-term agreements with customers that allowthem to buy products at special conditions, such as lower
prices or favorable terms of delivery.
Contracts are long-term agreements with customers that allow
them to buy products at special conditions, such as lower
prices or favorable terms of delivery.
Contract Management in E-Commerce
Contract Definition:
Contract Management in E-Commerce
Organizational Units
Master Data
Business Processes
Collaborative Contract Negotiation
Release Order Processing (E-Commerce)
Solution Manager Solution Manager
Contract DefinitionContract Definition
Within CRM sales contracts, you can define:
Target value and/or target quantity, price agreements, releasable products,and completion rule
Dates and date rules, actions that are planned and triggered automatically, cancellation dates and
rules
A contract can contain one or more products which can be grouped (for example, by a partner product
range)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 211/416
© SAP AG CR800 4-29
SAP AG2004
Overview: Distribution of Contract Data
SAP CRM
Distribution of Order Data
Creating Order Selection of Contract Data
Replication of Contract Data
SAP R/3
B2B Web shop
Access to contract data through
• catalog browsing or • contract browsing
Completion of a Contract
You can customize whether the target value or quantity of the contract:
- Can be exceeded
- Cannot be exceeded
- Can only be exceeded once
The system should automatically set the status of a contract to completed when the target value or
quantity has been reached.
Actions for contracts
You can create follow-up documents like a Phone Call
If the released value < 90% of target value
One week before contract end date
You release products from a sales contract by submitting a sales order:
For the release order you can use the standard sales order type.
The date of the release order should lie within the contract validity period. Otherwise, the system
issues a warning.
The system updates the quantity and/or value released and records it in the contract.
Before you can release products, you have to release the items in the contract.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 212/416
© SAP AG CR800 4-30
SAP AG2004
Display of Contract Data within the B2B Web Shop
Catalog Browsing
Catalog Browsing
Order
Contract call off
Order
Contract call off
Contract Browsing
Contract Browsing
Login to B2B shop
Login to B2B shop
When ordering products, the corresponding contract numbers and items are transferred to the shopping
basket, allowing for request orders (or call offs) from contracts In the catalog customer contract specific data can be displayed. It is freely customizable, which contract
specific fields appear within the:
Product list in the catalog
Product details view in the catalog
Contract view
Hints:
Contracts offered for browsing are restricted to the distribution chain of the catalog variant
No manual entry of the contract in the item line of the order entry, since assignment and change of the
contract is not supported by CRM order after item creation
No search for contract number or attributes within catalogs (data are not available on the search index)
No search for products within contracts
A contract can contain one or more products grouped by a partner product range
The customer can access a list of contracts for a sold-to party
Determination of contract item price:
Catalog/contract browsing: Determination of contract item price via price calculator of catalog using
attributes of catalog variant
Order entry: Determination of item price via CRM order
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 213/416
© SAP AG CR800 4-31
SAP AG2004
Contracts in the B2B Web Shop: Customizing
Shop Management
CRM Customizing 1. Definition of contract attributes
to be displayed in the Web shop
product list
product detail
contract item detail
2. Shop Management
enabling contracts
determination
setting of contract profile
3. Customizing for contract
specific conditions:Definition of conditions
groups
Assignment of condition
group to e.g. item category
Definition of contract attributes (e.g. released quantities/values, target quantities/values, valid
from/to, and shipping conditions) to be displayed in the Web shop. You find the settings in the viewOrder within the Shop Management.
Definition of contract specific conditions:
Maintenance of pricing agreements in contracts
Customizing:
a) Definition of conditions groups:
CRM transactions settings for contracts price agreements and configuration
define and assign group of condition tables and types
b) Assignment of condition group to item category or transaction type
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 214/416
© SAP AG CR800 4-32
SAP AG2004
Contract Negotiation: Overview
Customer Brand Owner
SAP CRM
Change detailsof contract
Review
contract inquiry
Send quotation
for contract backto customer
Perform
credit check
SAP R/3
System performs
credit check
Create follow–upactions
Release items
System convertsquotation
to contract
Contract Negotiation
Customer sends a contract
inquiry
Employee creates a contract
quotation
Customer has three options:
Accept
Reject
New proposal
Employee releases the
contract for call offs
Customer can make some
additional simple changes
(ship-to-address)
Accept
quotation
Send inquiry
Create inquiry
for contract
Log on to
Web Shop
Contract Negotiation Process comprises the following steps:
Customer browses in catalog and adds products to a new contract inquiry.
Customer adds contract specific data like validity period, prices and rebates target value/quantity and
sends the inquiry to the vendor.
Vendor receives the contract inquiry and evaluates the requested contract. He or she may change some
data and send this contract quotation back to the customer.
Customer verifies the proposal of the vendor and
Changes some data and sends the inquiry back to vendor
Accepts contract quotation and sends it back to vendor
Disagrees with vendor’s proposal and rejects contract
When customer has accepted on the contract negotiation vendor releases contract.
Customer can still do some simple changes (like ship-to-address) or cancel the contract.
Hints:
You can assign single products to contract items (and not product hierarchies and partner-product-
ranges (PPRs).
Either value or quantity contracts will be offered in the Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 215/416
© SAP AG CR800 4-33
SAP AG2004
Shop Management
Contract Negotiation
InquiryInquiry
QuotationQuotation
Contract negotiation customizing
Shop Maintenance:
Flag that enables contract negotiations in ISA B2B
Group of transaction types for creating contract inquiries
CRM Customizing:
Transaction type maintenance: Field for value/quantity contract
Customizing for Contracts: Assign two condition types for desired price and price simul.
- Condition type for contract inquires (price, rebate)
- Corresponding condition type for ‚real‘ contract price (price simulation)
Definition of a transaction type for contract negotiations (e.g. ZCNV)
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 216/416
© SAP AG CR800 4-34
…
Creation of a user status profile (e.g. CRMCONEG) in IMG activity “Define Status Profile for User
Status”. Two user statuses are required to enable the determination of the actual processor
(vendor/customer):
- (initial) Status 1 (IPCU) for being processed by customer (assign trans. STCU)
- Status 2 (IPVE) for being processed by vendor: (assign trans. STVE)
Creation of a text determination procedure to enable the exchange of notes between customer and
vendor
- Text type 1 for a description or note
- Text type 2 for an automatically generated log or history of all the texts
Definition of an item category for the transaction type
- item object type: CRM Quantity/Value Contract
- quotation data: Relevance for quotation field: Initial inquiry
Subsequent processing: Quotation status is reset
Conditions: Creation of condition types for contract inquires (dummy conditions)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 217/416
© SAP AG CR800 4-35
SAP AG2004
Order and Contract Processing: Unit Summary
You are now able to:
Point out the ordering features with CRM E-Commerce
Set up Request for Quotations
Maintain the organizational data for the Web order
Set up product determination and contracts for the Web shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 218/416
© SAP AG CR800 4-36
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 219/416
© SAP AG CR800 4-37
Exercises
Unit: Order and Contract Processing
Topic: Organizational Data
At the conclusion of this exercise, you will be able to:
• Explain the determination of responsible organizational units in CRM.
Do not make any changes to the organizational structure, since this
could affect the other exercises in the course.
1-1 You have to analyze the settings for the scenario in which sales orders are created via the Web
shop.
1-1-1 Take a look at the catalog variant VAR_EN .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user.
Product catalog: PCSHOP
Take a look at catalog variant VAR_EN . Which sales organization and distribution
channel have been maintained?
____________________________________________________
____________________________________________________
1-1-2 Analyze the Web shop PC4YOUX_EN (B2C) or PC4BIZX_EN (B2B).
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X
Select the shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B) and choose Details.
Is a sales office assigned to the Web shop?
____________________________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 220/416
© SAP AG CR800 4-38
1-1-3 In the CRM system, take a look at the organizational units determined at header level
and at item level for your order (created in exercise of Unit 2).
SAPmenu→ Sales → Maintain Sales Transactions
Button: Open Business Transaction
Maintain the order number from the B2B exercise in Unit 2 and press Enter .
____________________________________________________
1-1-4 Can you see a division at header level in the CRM document? Explain the differences
between header and item level as regards the division.
____________________________________________________
____________________________________________________
1-1-5 In the CRM system, where can you set the missing division at header level for thedocument transfer to the SAP R/3 system?
____________________________________________________
____________________________________________________
1-1-6 Log onto the SAP R/3 system and check the sales organization, distribution channel,
division, and sales office found at header level in the corresponding sales document.
SAP R/3: Logistics → Sales and Distribution→ Sales → Order → Display
Enter the order number and choose Enter .
Menu: Goto → Header → Sales
____________________________________________________
____________________________________________________
____________________________________________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 221/416
© SAP AG CR800 4-39
Solutions
Unit: Order and Contract Processing
Topic: Organizational Data
1-1 You will analyze the settings for the scenario for creating sales orders in the Web shop.
1-1-1 Take a look at the catalog variant VAR_EN .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X
Log on with your CRM user.
Choose Product Catalog .
Product catalog: PCSHOP
Choose PCSHOP .
Take a look at catalog variant VAR_EN .
Choose Variants.
Which sales organization and distribution channel have been maintained?
Choose Details.
Sales organization: Sales US (O 50000609)
Distribution channel: 30
1-1-2 Analyze the Web shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B).
URL:
http://<webserver>:50000/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM8
0X
Log on with your CRM user and choose Existing Shops.
Search for shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B), choose the underlinedshop name and choose tab Order .
Is a sales office assigned to the Web shop?
Yes, sales office O 50000612 (US Office Internet Sales) is assigned to the Web
shop (under tab Order ).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 222/416
© SAP AG CR800 4-40
1-1-3 In the CRM system, take a look at the organizational units determined at header level
and at item level for your order (created in exercise of unit 2).
SAPmenu → Sales → Maintain Sales Transactions
Button: Open Business Transaction
Maintain the order number from the B2B exercise in Unit 2 and press Enter .
Header level:Go to the tab Organization.
Sales organization: Sales US
Distribution channel: 30 (Internet Sales)
Division: None at header level
Item level:
Choose Item detail and select the tab Organization.
Sales organization: Sales US
Distribution channel: 30 (Internet Sales)
Division: 07 (High Tech)
1-1-4 Can you see a division at header level in the CRM document? Explain the differences
between header and item level as regards the division.
There is no division at header level in the CRM document. The division is only
listed at item level. This division information always comes from the product
master.
1-1-5 In the CRM system, where can you set the missing division at header level for the
document transfer to the SAP R/3 System?
Transaction: SPRO SAP Reference IMG Customer Relationship
Management Master Data Organizational Management Division Settings
Define Use of Division and Dummy Division
1-1-6 Log onto the SAP R/3 system and check the sales organization, distribution channel,
division, and sales office found at header level in the corresponding sales document.
SAP R/3: Logistics → Sales and Distribution→ Sales → Order → Display
Enter the order number and choose Enter .
Menu: Goto → Header → Sales
Sales organization: 3020
Distribution channel: 30
Division: 00
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 223/416
© SAP AG CR800 5-1
SAP AG2004
Price Determination and ATP Check
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 224/416
© SAP AG CR800 5-2
SAP AG2004
Price Determination and ATP Check
ATP Check
Availability Check using the Advanced
Planner and Optimizer APO)
ATP using SAP R/3
Price determination within the Web shop
ATP = Available-to-Promise
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 225/416
© SAP AG CR800 5-3
SAP AG2004
Price Determination and ATP Check: Unit Objectives
At the conclusion of this unit, you will be able to:
Describe the availability check either based on the SAP Advanced
Planner & Optimizer (APO) or the SAP R/3
Outline how the IPC is integrated and used in the E-commerce
scenario
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 226/416
© SAP AG CR800 5-4
SAP AG2004
Price Determination and ATP Check:Business Scenario
Our company wants to display up-to-date prices within the Web
shop. Additionally, customer specific pricing is required for the
B2B Web shop.
Product availability should be displayed in the Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 227/416
© SAP AG CR800 5-5
SAP AG2004
Price Determination and ATP Check I
ATP Check
Availability Check using the Advanced
Planner and Optimizer APO)
ATP using R/3
Price determination within the Web shop
ATP = Available-to-Promise
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 228/416
© SAP AG CR800 5-6
SAP AG2004
In the Web shop, there are two options for performing
an availability check:
1. Global ATP with SAP APO
2. ATP using the SAP R/3
In the Web shop, there are two options for performing
an availability check:
1. Global ATP with SAP APO
2. ATP using the SAP R/3
Global ATP with SAP APO
Shop Management
Internet Sales specific availability information
using SAP R/3 (obsolete)
Availability check control
CRM integrated availability check (SAP APO)
or availability information (SAP R/3)
General Information Catalog Order Marketing
ATP = Available-to-Promise
APO = Advanced Planner & Optimizer
If the system recognizes that an SAP APO System is connected, a complete availability check is carried
out via SAP APO.
If no SAP APO System is connected, an availability information is carried out against SAP R/3.
ATP Check with APO
Global, multi-site, real-time ATP with temporary reservation
Rule-based, multi-level ATP
- Alternative locations
- Alternative products (substitutes)
ATP Check with SAP R/3
Snapshot of current stock
Reservation after order was saved successfully in SAP R/3 System
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 229/416
© SAP AG CR800 5-7
SAP AG2004
R/3
or
CRM
R/3
or
CRM
Supply Chain Cockpit APO)
upply Chain Cockpit APO)
ATP
TP
TP
DeploymentDeploymentDeployment
Demand PlanningDemand PlanningDemand Planning
Sales
order
Production
Planning and
Detailed
Scheduling
ProductionProduction
Planning andPlanning and
DetailedDetailed
SchedulingSchedulingSupply
Network
Planning
SupplySupply
NetworkNetwork
PlanningPlanning
Integration of ATP in APO Architecture
Historical
data
Key figures
(KPIs)
APO = Advanced Planner & Optimizer
The integration of the CRM and APO systems is carried out by Business Application Programming
Interfaces (BAPIs) in CRM and SAP R/3.
Sales orders trigger a Global ATP check, which (depending on the configuration) can use inventory,
production plans, deployment plans, and various items of planning data to calculate the correct
availability result.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 230/416
© SAP AG CR800 5-8
SAP AG2004
SAP APO
Global, multi-site, real-time ATP
Rules-based, multi-level ATP
Alternative locations
Alternative products
Integrated with Production Planning
Fast response times as a result of
using liveCache for product availability
check
ATP RequestATP RequestATP Request
+20
-10
+10
Produce
Global ATP in APO: Features
ConfirmationConfirmationConfirmation
SAP
CRM
or
R/3
Further advantage of SAP APO: Relieve the load on SAP R/3.
Global ATP is integrated in the Supply Chain Management (SCM) processes for all kinds of order
processing.
In many SAP R/3 systems, ATP functionality is restricted or not possible at all. For example, in older
versions of SAP R/3 an availability check only searched the local inventory for available products and
assumed infinite capacity when a product had to be produced.
When it comes to production, the availability check uses functionality to check the actual order network
including all constraints.
The rules-based ATP check is the basis for checking alternative products in alternative locations, as
well as for production.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 231/416
© SAP AG CR800 5-9
SAP AG2004
B2B Web shop
CRM Server CRM Server
OLTP R/3OLTP R/3 APO SystemAPO System
14
2
8
7
5
9
Create sales order on Internet (Web shop)
User chooses product, quantity, date in shop. basket
User chooses Enter
CRM calls APO to check availability APO makes temporary reservation
APO transfers ATP check results to CRM
CRM displays ATP information in Web shop
User saves order in CRM
CRM calls APO to finalize reservation
CRM transfers order to SAP R/3
SAP R/3 calls up ATP results from APO
SAP R/3 posts order to APO and reservation is
transformed into a requirement
3
2
1
9
7
6
5
4
6
8
Availability Check with APO in the B2B Scenario
3
In the scenario above the ATP check is carried out only by the SAP APO.
The integration of the CRM and APO systems ensures that the data required for the APO system is
transferred from the CRM system, and that the results of the availability check and scheduling are
transferred to CRM and SAP R/3.
The sales order is saved in the CRM system. The requirements are then saved in the APO system but
are not relevant for materials planning until the sales order is transferred to the SAP R/3 system and
saved.
After the ATP check, the following parameters for each item are transferred back to the CRM system:
Country shipped to (for tax reasons) and region
Confirmed quantities
Confirmed dates
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 232/416
© SAP AG CR800 5-10
SAP AG2004
Define ATP profile
Assign ATP profile to item category
The requirements profile in APO controls
how the availability check is performed
CRM Customizing Settings for APO-ATP
Create an ATP profile that corresponds to the requirements profile in APO
Assign the ATP profile to the item category for which an availability
check has to be performed
The ATP profile in each sales order item is transferred from the CRM system to the APO system. In the
APO system, the ATP profile becomes the requirements profile that is used as a key for carrying out theATP check. The requirements profile determines how the availability check is performed.
The integration of CRM and APO is controlled in the item category of the sales order. In the
customizing, you must ensure that the name of the ATP profile assigned to the item category
corresponds to the requirements profile used in the APO system (for example, ATP profile = 100
requirements profile =100).
You maintain the ATP profile in CRM Customizing under SPRO CRM Basic Functions
Availability Check Define ATP Profile.
You assign the ATP profile to the item category as follows: SPRO CRM Basic Functions
Availability Check Assign ATP Profile to Item Category.
You assign the location under SPRO CRM Availability Check Assign Location in CRMOnline to Location in SAP APO.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 233/416
© SAP AG CR800 5-11
SAP AG2004
In the Web shop, there are two options for performing
an availability check:
1. Global ATP with SAP APO
2. ATP using SAP R/3
In the Web shop, there are two options for performing
an availability check:
1. Global ATP with SAP APO
2. ATP using SAP R/3
ATP Using SAP R/3
Shop Management
Internet Sales specific availability information
using SAP R/3 (obsolete)
Availability check control
CRM integrated availability check (SAP APO)
or availability information (SAP R/3)
General Information Catalog Order Marketing
The Internet Sales-specific availability information is obsolete and is no longer further developed.
SAP recommends that you use the setting for the CRM-integrated availability check (SAP APO)availability information (SAP R/3) because this solution is further developed.
CRM-integrated solution: One of the advantages is that the SAP CRM server recognizes whether an
SAP APO system is linked and directs the availability request against SAP APO or SAP R/3
correspondingly. In addition, the system can also display several schedule lines item-related during an
availability information against SAP R/3 (SAP E-Commerce <= 3.1).
Snapshot of current SAP R/3 warehouse stock including planned inward movements (production orders,
purchase orders, and so on) and planned outward movements (sales orders, deliveries, reservations, and
so on).
Availability check performed in R/3 by function module BAPI_MATERIAL_AVAILABILITY:
Input: Plant, material number, unit, requested quantity, and date Output: Confirmed quantities and dates
Browser Input
B2B: Product, quantity, unit, and requested delivery date
B2C: Product and quantity (requested delivery date = sy-datum, unit = unit which has been
maintained in the product catalog variant)
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 234/416
© SAP AG CR800 5-12
…
Browser Output: Product number, product description, confirmed quantity, and date
In the B2C scenario, the system always displays the current date as the delivery date in the shopping
basket. But you can use the modification example in note 539426 to influence the delivery date
determined in the shopping basket.
See note 684784 to obtain all ATP check lines in the product details of the B2B shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 235/416
© SAP AG CR800 5-13
SAP AG2004
ATP Check and Price Determination
ATP Check
Availability Check using the Advanced
Planner and Optimizer APO)
ATP using R/3
Price determination within the Web shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 236/416
© SAP AG CR800 5-14
SAP AG2004
CRM
Determination of Pricing Procedure
For pricing in Web shop catalog
Required pricing procedure within the catalog variant
For pricing in Web shop shopping basket /
check out and in SAP CRM
Pricing procedure determined within the CRM system
For pricing in SAP R/3 system
Pricing procedure determined within the R/3 system
Pricing type in CRM table SMOFPARSFA.
(This determines which pricing type is to be used in the R/3 system)
Example: Pricing type “G” =
Copy pricing elements unchanged (from CRM)
and redetermine taxes (in R/3)
R/3
The potential determination of different pricing procedure within the Web shop, CRM, and in the back
end should be taken into account in order to achieve consistent pricing. For reasons of performance it is recommended to use a lean pricing procedure for the Web catalog (for
example, just price and tax) and a different pricing procedure (including rebates, and so on) for the Web
shop basket and the CRM order.
Document currency, customer group, price list, price group: In the Web shop catalog these pricing
attributes are taken:
In the B2C shop: From the catalog variant (regardless whether the customer is logged on)
In the B2B shop: From the sold-to party
In the CRM order only the pricing attributes sales organization and distribution channel are taken from
the product catalog variant.
Customizing settings:
Pricing in the Web shop catalog: Catalog maintenance assign pricing procedure to catalogvariant
Pricing in Web shop shopping basket/check out and SAP CRM
- Pricing procedure: SAP implementation guide activity: Determine Pricing Procedures
Pricing in SAP R/3:
- Pricing type: maintain the following entries in the CRM table SMOFPARSFA
PARSFAKEY R3A_SALES
PARNAME PRICING TYPE
PARVAL1 for example, G (copy pricing elements unchanged and redetermine taxes)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 237/416
© SAP AG CR800 5-15
SAP AG2004
Shop Management
List Prices on the Index Server (optional)
Condition type Condition table Catalog price type (e.g. list price)
Reading prices from the Index server means that catalog price determination takes place using the Index
server (instead of the IPC). Price determination takes place during product catalog replication.
If you are using this option, it is necessary to republish the product catalog whenever you change a list
price.
All pricing displayed in the Web catalog is read from the Index server.
Use this type of price determination if prices in the Web catalog are to be non-customer-specific, that is
all customers are shown the same price for a product.
You maintain the parameters for list prices in the catalog variants of the product catalog. Enter the value
list price in the catalog price type. When defining the Web catalog (in Shop Management) you select
the choice read from index under the controlling catalog price determination section.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 238/416
© SAP AG CR800 5-16
SAP AG2004
In general SAP R/3 pricing data is used for the Web shop, as
the order will be uploaded to SAP R/3 In general SAP R/3 pricing data is used for the Web shop, as
the order will be uploaded to SAP R/3
Source: SAP R/3 and CRM
Source: R/3Master data and Customizing are maintained
in the back end
This data can be transferred to CRM by
means of downloads
Source: CRMMaster data and Customizing are completely
maintained in CRM
The data exists exclusively in CRM and will not
normally be downloaded back to the back end
Sources of Pricing Data within the Web Shop
The master data and customizing for pricing are maintained in R/3
and/or in CRM
SAP R/3 customizing can only use SAP R/3 pricing data
(conditions)
Customizing in CRM cannot be loaded to the back end
If the master data (the IPC uses for pricing) is downloaded from the SAP R/3 system, both IPC and
SAP R/3 system use:
The same condition technique based on pricing procedure, condition types, access sequences, and
condition tables
The same customizing data
The same master data (condition records)
If a CRM order with a CRM specific price (e.g. 0PR0) is uploaded to SAP R/3, the SAP R/3 order will
not have not price. But a new price determination will find a SAP R/3 specific price (for example,
PR00).
Via view MNTCNT (SAP R/3, transaction SM30) you can define which SAP R/3 condition types you
can, against the general rule, maintain in CRM.
Please note:
SAP R/3 is written in ABAP and the IPC in Java.
Customizing loaded from the back end cannot be changed in CRM.
Customizing in CRM cannot be loaded to the back end.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 239/416
© SAP AG CR800 5-17
SAP AG2004
1. J2EE AS: Event Add to basket
2. IPC: Create Item (document)
3. IPC: Get Pricing Info
4. J2EE AS: Display Pricing Info in shopping
basket5. J2EE AS: Event Check out
6. CRM: Create sales order
7. J2EE AS: Display CRM order confirmation
IPCIPC
1.
2.3.
6.
4
Shopping Basket Data Flow – B2C
5.
7.
CRM
J2EEJ2EE
ApplicationApplication
Server Server
B2C Shop
When a product is added to the shopping basket, an IPC item is added to the IPC document. An IPC
document is created for each shopping basket.
Pricing is performed for the IPC item. The pricing results are then displayed in the shopping basket.
For the CRM sales order, an order confirmation is displayed in the Web shop.
Debugging Hint: Direct debugging of fm CRM_ISA_PRICING_HDRDATA_GET via Tx SE37 in the
CRM.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 240/416
© SAP AG CR800 5-18
SAP AG2004
IPC shopping basket
IPC document
Stores all the IPC data
(including pricing, configuration)
Is only a temporary document
CRM order
Is created when
The shopping basket is ordered
The shopping basket is saved
(saved shopping baskets are stored likeorders in CRM)
B2C: Processing the Shopping Basket
B2C Shop
Use the IPC to store shopping basket data for:
Better performance
No availability information in shopping basket
Transfer pricing data to the CRM order:
For all the items at the same time
When orders are created
When shopping baskets are saved
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 241/416
© SAP AG CR800 5-19
SAP AG2004
CRM shopping basket
CRM order with status
Stores all the CRM order data including pricing, configuration
Becomes a normal order when status is removed
Temporary IPC document
Is needed to retrieve pricing information
Stores IPC-related data
No need to reread from CRM
When the configuration is changed
When the quantity is changed
B2B: Processing the Shopping Basket
In the B2B Shop, for each shopping basket a CRM order is directly created (first on a temporary basis).
This has the following consequences:
Direct availability information
Required delivery date possible
Performance
Transfer pricing data to the CRM order:
For every new item
When new items are created
When existing items are changed
A temporary reference table contains GUIDs of the CRM shopping basket and the IPC document. Thistable is processed in the CRM API function group for the shopping basket and is updated whenever the
item is changed.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 242/416
© SAP AG CR800 5-20
SAP AG2004
B2B Web Shop
Pricing Analysis in the Web
<!-- turn on IPC price analysis and enable pricing conditions display -->
<context-param>
<param-name>priceAnalysis.isa.sapmarkets.com</param-name>
<param-value>true</param-value>
Web.xml
With CRM 4.0 SP06 the parameter enable.priceanalysis can be maintained via XCM (XCM file:
\sap\configuration\config-data.xml).Path in admin tool: Start Components SAP ui default
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 243/416
© SAP AG CR800 5-21
SAP AG2004
Price Determination and ATP Check: Unit Summary
You are now able to:
Describe the availability check either based on the SAP Advanced
Planner & Optimizer (APO) or the SAP R/3
Outline how the IPC is integrated and used in the E-commerce
scenario
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 244/416
© SAP AG CR800 6-1
SAP AG2004
Additional E-Selling Scenarios
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 245/416
© SAP AG CR800 6-2
SAP AG2004
Additional E-Selling Scenarios
Selling via eBay
Interactive Selling and Guided Selling
Live Web Collaboration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 246/416
© SAP AG CR800 6-3
SAP AG2004
Additional E-Selling Scenarios: Unit Objectives
At the conclusion of this unit you will be able to
explain the functionality of:
Selling via eBay
Interactive Selling Guided Selling
Live Web Collaboration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 247/416
© SAP AG CR800 6-4
SAP AG2004
Additional E-Selling Scenarios I
Selling via eBay
Interactive Selling and Guided Selling
Live Web Collaboration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 248/416
© SAP AG CR800 6-5
SAP AG2004
Web Auctions – Selling via eBay
* with Content Edition 2004
Execute Internet auctions to sell your excess inventory and
remarket idle assets by leveraging online communities
Selling via eBay
Complete auction-to-cash process
Create and manage listings on eBay while leveraging
existing order management, fulfillment, and financial processes
Full Web auction administration and monitoring of listings
published on ebay.com
Seamless integration of SAP R/3 and SAP CRM * with
the world’s largest online marketplace
New – Selling via eBay
SAP and eBay have joined together to address the need for a cost-effective remarketing solution (for
example, idle assets). The result is an integrated solution that is easy to use, low in cost, and is designed
to deliver a rapid return on investment.
Using their existing SAP business solutions, SAP customers will be able to extend their market reach
and customer base to generate additional cash flow by using the world's largest online marketplace.
Web Auctions, in mySAP CRM, supports the complete auction-to-cash process, allowing companies to
sell, for example, excess inventory, and to remarket assets on the eBay online marketplace.
Web Auctions trigger order management processes once an item is purchased, and uses existing order
fulfillment and financial processes. Web Auctions includes an integrated auction management system
that automatically schedules eBay listings, aggregates product data, and generates and manages listings
on the eBay marketplace. Web Auctions uses eBay's application programming interfaces (APIs) toconnect to eBay's online services, and provide the integration and tight harmonization of data from SAP
R/3 and SAP CRM to the eBay marketplace.
SAP CRM integration planned with Content Edition 2004.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 249/416
© SAP AG CR800 6-6
SAP AG2004
Overall Process: Role Side
22
11
33
Browse eBay
and place bid
Auction Seller creates
and publishes listing
Monitor and/or
close auction
Receive notification
and check out44
Order creation,
fulfillment, and
cash collection
55
Consumer
Seller
Seller
Consumer
Seller
The auction administrator logs onto the Auction Administration cockpit. He looks at the products
available for auctions, and decides the time is right to liquidate the laptops from the prior product line.He selects a product, creates a listing with the appropriate information, and publishes it on eBay.
A consumer browses the eBay site, and performs a search to find a good deal on a laptop. The consumer
finds the laptop offered by the seller and places a bid on the laptop that exceeds the reserve price.
The Auction Administrator monitors the auction and, if he finds the highest bid exceeded his
expectations, he could also close the auction.
Once the auction is closed, consumer receives an e-mail from eBay, informing her that she has won.
She follows the link in the e-mail, and is brought to the check-out page. The consumer enters her
delivery address and credit card information, and checks out. She is presented with an order number for
confirmation.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 250/416
© SAP AG CR800 6-7
SAP AG2004
Use Case Administrator Use Case Administrator
Process – Administration
Administration & Set-Up
Define users
Schedule tasks
Configure SAP parameters
Define auction profiles
Auction Administration
General Administration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 251/416
© SAP AG CR800 6-8
SAP AG2004
UseUse CaseCase Key Seller Key Seller
Product Identification
& Preparation
Auction
Process
Post-Auction
Processing
Process – Auction Creation/Handling
Identify products
Staging products
Create auction
Publish to eBay Create Reservation
Buyer Bids on eBay
Auction Close
Receive winner notification
Check-out
Create Customer Create Order
Deliver Product
Process Payment
Financial reconciliation
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 252/416
© SAP AG CR800 6-9
SAP AG2004
Overall Process: Selling via eBay
Administration & Set-Up
Define users
Schedule tasks
Configure SAP parameters
Define auction profiles
Product Identification
& Preparation
Auction
Process
Post-Auction
Processing
Identify products
Staging products
Create auction
Publish to eBay
Create Reservation
Buyer Bids on eBay
Auction Close
Receive winner notification
Check-out
Create Customer
Create Order
Deliver Product
Process Payment
Financial reconciliation
Monitor On-going Auctions
Analyze Auction Results
Monitor & Analyze Auctions
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 253/416
© SAP AG CR800 6-10
SAP AG2004
Result of Action Creation – Listing on eBay
Example of the Listing published onto eBay
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 254/416
© SAP AG CR800 6-11
SAP AG2004
Additional E-Selling Scenarios II
Selling via eBay
Interactive Selling and Guided
Selling
Live Web Collaboration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 255/416
© SAP AG CR800 6-12
SAP AG2004
Interactive Selling and Guided Selling
Interactive Selling of configurable products
Complete configure-to-order scenarios
Self-service to customize products on the Web
Powerful configuration engine for simple and complex
products
Single point of maintenance:
model once – configure everywhere
Dynamic product visualization
Guided Selling
Supports customers in the process of finding,
selecting and ordering the right products
Guide customers through a simulated question-and-
answer session
Ensures a personalized online buying experience
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 256/416
© SAP AG CR800 6-13
SAP AG2004
Guided Selling
"I need a new monitor
for my computer. It
doesn't have to be the
latest model, though."
Guided Selling aims at supporting customers in the
process of finding selecting and ordering products
Guided Selling helps customers to
easily identify relevant information
compare alternatives
configure products
Guided Selling helps companies to collect information about their customers
create customer loyalty
increase revenue across all sales channels
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 257/416
© SAP AG CR800 6-14
SAP AG2004
People-centric Internet Sales: Guided Selling
Question 1Predefined questions
lead customers to the
products they are
looking for without
having to browse
through the catalog
Simulated individual face-
to-face sales talk: ask
questions get answers
Effective product search
and product
recommendation through
a dialog with the customer
Simplified product
selection process for the
customer especially for
complex products
Question 2
Result 1
Predefined questions direct customers to the products that they are looking for.
No navigation through the product catalog is required
Simulated dialog between the customer and the vendor
Guided Selling as enhanced product search
Simplified product selection for particularly complex products
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 258/416
© SAP AG CR800 6-15
SAP AG2004
Set-up Intelligent Product Advisor (IPA)
CM
Product
Catalog
Variants
1
XML
Export
Product catalog
variants are
exported via
the XML export
Export
File
Server
XML Files
Var_1.xml
Var_2.xml
Var…
2 3
XML files are parsed
and imported into
the Knowledge Base
Editor; KB instancesare created
Knowledge
Base
Editor
Parse
4
Knowledge Base
is created withthe Knowledge
Base Editor KB_1
KB_2
KB…
Web Shop Knowledge Base
gets published
and is available
in the Web Shop
Publish
Guided SellingWhat would you like
to use the computerfor?
a) Office work
b) Graphic design
c) Fun
d) Professional
Only catalog variants can be exported.
The destination of the XML files is usually a server of the Web Middleware (J2EE Engine, TREX, IPC,
and so on).
Knowledge Bases are created with the Knowledge Base Editor.
The KB gets published by overwriting the foreground instance with the newly created background
instance.
IPA is a third party software component for questions-answering modeling. It is included in the SAP
license.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 259/416
© SAP AG CR800 6-16
SAP AG2004
Product Configuration Made Easy with IPC
Check
Status
Search
Order
Configure
Buying via Internet SalesBuying via Internet Sales
Customer
SAP Internet Pricing and
Configurator
Web-based product configurator
Complete configure-to-order
scenario
Integrated with planning, availability,
order management, fulfillment, service,
billing, financials
Interactive sales configuration
Simple and complex products
Dynamic pricing
User guidance
Product modeling
Fully integrated with Master Data
Maintenance
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 260/416
© SAP AG CR800 6-17
SAP AG2004
Additional E-Selling Scenarios III
Selling via eBay
Interactive Selling and Guided Selling
Live Web Collaboration
With CRM 4.0 the functionality of Live Web Collaboration was extended by the following features:
Replay of Customer Sessions
Integration to IC Web Client
Live Customer Support communication channels supported by the IC Web Client:
Chat
Co-browsing (project-based)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 261/416
© SAP AG CR800 6-18
SAP AG2004
Live Customer Support
Enables real-time communication between the
online customer and a live customer service
representative
Immediate personal assistance at your fingertips
Customers can choose their preferred
communication method
Chat sessions with optional co-browsing
Call-me-back requests
Routing to the right agent at the right time
Agents are provided with context information to bestserve the customer
Immediate personal assistance
Navigational assistance – for lost customers on the site
Information requests – for product specifications and inquiries
Sales assistance – for closing the sale and cross-selling products
Administrative help – for tasks such as password resets
Various technologies are enabled
Chat sessions, with file transfers, push-pages, and co-browsing
Call-me-back requests, using the telephone or Internet telephony
E-mail for less time-sensitive questions
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 262/416
© SAP AG CR800 6-19
SAP AG2004
The Customer Chooses the Communication Method
Customer in the Web Shop requests assistance
from an agent in the Interaction Center to obtain
information to make a purchasing decision
Form used on site – no local e-mail is required
Supported with IC WebClient and IC WinClient
Chat
Text chat between customer and agent
Supported with IC WebClient and IC WinClient
Call back request
Customer asks a question, requests a call-back
Call-back can occur via telephone or voice-over IP
Supported with IC WinClient only
Co-Browsing *
Customer and agent share the browser session
* third party software is required
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 263/416
© SAP AG CR800 6-20
SAP AG2004
Benefits of Live Customer Support
For Your Business
Enhanced service level
Get the right agent at the right time
Overcome self-service limitations through live
interaction to retain customers
For Your Customer
Customer can choose the best way to resolve an
issue online
Provide a human touch on the Internet
Increased customer satisfaction due to
personalized responses
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 264/416
© SAP AG CR800 6-21
SAP AG2004
Additional E-Selling Scenarios: Unit Summary
You are now able to explain the functionality of:
Selling via eBay
Interactive Selling Guided Selling
Live Web Collaboration
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 265/416
© SAP AG CR800 7-1
SAP AG2004
E-Marketing
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 266/416
© SAP AG CR800 7-2
SAP AG2004
E-Marketing
Global Product Recommendations
Personalized Product Recommendations
Accessories
Cross- Down- and Upselling
New with CRM 4.0: An anonymous visitor gets personalized product proposals for Cross, Down- andUpselling in the Web shop. The visitor just has to maintain marketing attributes (for example, interest,
income, hobbies, and so on). These attributes are saved as a cookie. The next time the visitor visits the
Web shop, he is identified by the cookie and product proposals are available.
A report is available to delete unknown user data for performance reasons: Deletion report for unknown
users that are no longer required (Marketing Tools Expert Tools underneath the folder Product
proposals).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 267/416
© SAP AG CR800 7-3
SAP AG2004
E-Marketing: Unit Objectives
At the conclusion of this unit you will be able to:
Outline the marketing functions used in E-Commerce
Generate personal and global product recommendations
(bestsellers) in a Web shop
Customize accessories, cross-selling, and up-selling for the
Web shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 268/416
© SAP AG CR800 7-4
SAP AG2004
E-Marketing I
Global Product Recommendations
Personalized Product Recommendations
Accessories
Cross- Down- and Upselling
The E-Marketing functionality above is part of the mySAP CRM Marketing functionality.
The marketing functions of mySAP CRM E-Marketing help companies to increase sales to their
business partners by means of product recommendations.
The options for additional sales generation are:
Offer products on the basis of sales figures (bestsellers)
Offer higher-value alternative products (up-selling)
Offer similar products (cross-selling)
Offer accessories
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 269/416
© SAP AG CR800 7-5
SAP AG2004
Shop Management
Web shop
Global Product Recommendation
Special offers in our shop
Display Global Product Recommendation
General Information Catalog Order Marketing
Target Group for ProductRecommendation *
Global Product Recommendation
With global product recommendations you can offer the bestseller of the entire Web shop to all of the
customers that visit your Web shop, independent of particular target groups.
The Target group for Product Recommendation field is used in the Web shop to offer products
(bestsellers), which are displayed for all consumers/customers.
To enable selective marketing, business partners are divided up into different target groups. The target
groups are maintained in CRM Marketing
By definition, the members of a target group have attributes in common. In the case of global product
recommendations a common interest in visiting the Web shop (thus global target group).
Every visitor to the shop is indirectly assigned to this target group.
A universal target group is used as a reference to propose and present certain products in the form of a
top n product list. When target groups are used for personalized marketing functions, the shop visitor isdirectly assigned to one or more target groups.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 270/416
© SAP AG CR800 7-6
SAP AG2004
Set Up of Global Product Recommendations
Create a global target group1
2
3
Assign target group together with products to a Top n list
Assign the global target group to the Web shop
Creation of a global target group:
Start the segment builder (TX: CRMD_MKTSEG)
Create a profile set with the type Product Proposal (in the heading New Profile Set appears).
With your mouse click right in the central area and choose Create target group.
Right click at the new target group (choose Target Group Properties) and define a useful description,
because this is the ID, which has to be placed in the Web shop profile.
Save.
Just create an empty target group, as the assignment of business partner is done indirectly.
For the definition of the Top n list perform the following steps:
Start the maintenance of the TOP-N-Lists (TX: CRMD_PPR_TOPN)
Create a new Top n List, define ID and Description
Set the status to active
Assign in the business partner area your target group (reference type: marketing segments)
Define in the product area the products (reference type: product)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 271/416
© SAP AG CR800 7-7
SAP AG2004
Top n List Maintenance
profile set, profile,
target group
Top n lists can be defined for:
Profile sets
Profiles
Target groups
Top n lists are a combination of business partners and products which is valid for a specific period of
time.
A top n list consists of information entered on two levels: a header containing mainly administrative
information (description, status – see next slide) and one or more top n items containing the actual
business partner, product and time stamp combination.
Top n lists are stored and maintained in product partner ranges (PPR) structures.
One universal target group can be part of several top-n-lists.
One Top n list can have several target groups.
New with CRM 4.0: If no top N lists have been maintained for a Web shop, the system does not
propose any top N lists.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 272/416
© SAP AG CR800 7-8
SAP AG2004
Assignment of Products to Top n List
Top n List
Dynamic ApproachDynamic Approach
ProductsProducts from BWfrom BW Products maintainedProducts maintained
manuallymanually
SAP CRM System
Static ApproachStatic Approach
SAP
Business Warehouse
SAP
Business Warehouse
Sales statistics
Products within a top n list can either:
Be determined dynamically from the SAP Business Information Warehouse (BW) system using data
mining techniques (for example, based on sales data)
Assigned manually within the top n maintenance
In case of combination of the two approaches no product will be shown twice, if it is part of both lists.
To call up a (dynamic) top n list from the BW, a report has to be scheduled (CRMD_TOPNSEL).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 273/416
© SAP AG CR800 7-9
SAP AG2004
Global Product Recommendations
After it has been configured, the product list is still emptyAfter it has been configured, the product list is still emptyAfter it has been configured, the product list is still empty
Possible Explanations
Target group has not been assigned to the Web shop
Top n list was not activated
No products have been assigned to the top n lists of the target
groups
Products are not contained in the product catalog/have not beenreplicated to the index server (TREX)
Typical Problems:
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 274/416
© SAP AG CR800 7-10
SAP AG2004
E-Marketing II
Bestsellers
Personalized Product Recommendations
Accessories
Cross- Down and Upselling
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 275/416
© SAP AG CR800 7-11
SAP AG2004
Web shop
Personalized Product Recommendation
Shop Management
Display Global Product Recommendation
General Information Catalog Order Marketing
Target Group for ProductRecommendation *
Global Product RecommendationPersonalized Product Recommendation
Display Personalized Product Recommendation
Characteristic Group *
You can select or specify exactly one value
Office
MultimediaInternet
You can select or specify exactly one value
Beginner
Advanced
Expert
Here you can change, delete or supplement entries in
your current customer profile
Area of Usage
User Group
Define your profile
Personalized Product Recommendations
Personalized product recommendations are supported in B2B and B2C Web shops. To be able to offer
product recommendations, a characteristic group has to be assigned to a Web shop.
This characteristic group is displayed in the Web shop as a questionnaire with marketing attributes.
These marketing attributes are saved as a personal profile in the business partner master and are the
basis for personalized product recommendations.
Each customer can create a personal profile in the Web shop. This profile is used to determine the target
group(s) of a customer.
A target group describes a group of existing or potential business partners that have certain attributes in
common (such as age, occupation, hobbies).
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 276/416
© SAP AG CR800 7-12
SAP AG2004
Set Up Personalized Product Recommendations
Define marketing attributes (age, profession ...)1
2
3
Create attribute set (questionnaire) and assign attributes
Assign attribute set (characteristic group) to Web shop
Create profile sets, profiles and target groups based
on attribute set, InfoSets and/or BW cubes4
5
6
Schedule reports for segmentation
Create top n list and assign
• Products (manually or via BW query)• Profile sets, profiles and/or target groups
• Web shop
How to define Target Groups:
In an attribute list a set of attributes have to be defined, which are accessible in the segment builder.
Every attribute refers to a data source. So you are able to define one marketing segment on the basis
of attribute sets, queries of the BW or infosets. Because E-Commerce only supports profile sets of the
type product proposal, also the attribute list has to be defined with this category. Then the single
values of the attributes has to be defined as filter.
Create a target group within the segment builder (Tx: CRMD_MKTSEG): Create a profile set with
the type Product Proposal. Change the properties of the profile set by clicking right on the
background and choose Attributes of Profile Set. Now select the attribute list in left part and every
defined attribute will appear. Than drag and drop one of the defined filters to the profile set area.
Click right at the profile and select create target group. Now you can see two symbols, one for the
profile and a smaller one for the target group.
If you enter the segment builder again later and you just open the same target group you will see the
business partner of the last selection. If you want to refresh the selection just create the target group
again (right click). Normally the selection takes place regularly. This is done via a job, which can
only be started for the profile set (Report CRM_MKTTG_SET_CREATE_TG, but start it in the
segment builder!).
To assign business partners to target groups automatically, a report has to be scheduled
(CRMD_TGBP).
Each business partner can belong to one or more target groups.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 277/416
© SAP AG CR800 7-13
SAP AG2004
Assignment of Business Partners to Target Groups
Web shop
customer
creates a
profile in the
Web shop
Define your profile
You can select or specify exactly one value
Office
Multimedia
Internet
You can select or specify exactly one value
Beginner
Advanced
Expert
Here you can change, delete or supplement entries in
your current customer profile
Area of Usage
User Group
Define your profile
Web shop customers see product
recommendations …
Immediately, if they are based ona profile and/or
After the next target group selection, if they are based on a target
group
Web
shop
As there is no online assignment of business partners to target groups, a business partner, who is
creating or changing his profile in the Web shop, will not get assigned to a target group immediately.This will happen after the next target group selection.
To show the Web shop customer product recommendations immediately you have to assign profiles
(and not target groups) to the top n list.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 278/416
© SAP AG CR800 7-14
SAP AG2004
Personalized Product Recommendations
After it has been configured, the product list is still emptyAfter it has been configured, the product list is still emptyAfter it has been configured, the product list is still empty
Possible Explanations
The Web shop visitor has not been assigned to a target group
and does not have any marketing attributes
No products have been assigned to the top n list
Products are not contained in the product catalog/were not
transferred to the IMS during the replication
Typical Problems:
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 279/416
© SAP AG CR800 7-15
SAP AG2004
E-Marketing III
Global Product Recommendations
Personalized Product Recommendations
Accessories
Cross- Up- and Downselling
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 280/416
© SAP AG CR800 7-16
SAP AG2004
Accessories are maintained in the product master
(button: relationships)
Web Shop
Accessories
Relationships
Accessories are displayed in the product list, product detail,
and shopping basket
You need to set the flag Display Cross-, Up-Selling and Accessories Method Schema in the Shop
Management. Additionally, you have to assign a method schema (details later).
Accessories are visible for all Web shop visitors.
Catalog replication is needed.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 281/416
© SAP AG CR800 7-17
SAP AG2004
The accessories in the item list of the catalog
areas are displayed in catalog maintenance
As soon as the leading product is assigned to the product catalog, the
accessories are available for the product catalogHandling is different at catalog areas with automatic/manual product
assignment
During the replication, accessories are also stored in the IMS
Accessories within the Product Catalog
Please note that the handling of accessories is different at catalog areas with automatic product
assignment than at those with manual product assignment.
Areas with automatic product assignment:
All the assigned accessories products are transferred automatically to the product catalog as
accessories and replicated.
Areas with manual product assignment:
All the assigned accessories products are available in product catalog maintenance. The catalog
processor can choose the required accessories.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 282/416
© SAP AG CR800 7-18
SAP AG2004
E-Marketing IV
Global Product Recommendations
Personalized Product Recommendations
Accessories
Cross- Up- and Downselling
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 283/416
© SAP AG CR800 7-19
SAP AG2004
Exchange products in the shopping basket
Up-Selling
Cross-, Up-, and Down-Selling
Cross-Selling
Cross Selling
For a given product related
products are proposed.
Up-Selling
For a particular product you
can specify that other, more
expensive products,
are proposed as alternatives.
Down-Selling
In some cases, you may wish
to suggest a less expensiveproduct as an alternative.
Cross-Selling should also support your sales efforts, by offering customers additional products
alongside the one they have selected. These recommendations should arouse the interest of customersand encourage them to buy further products.
Up-Selling should support your sales efforts, by offering customers alternative products of higher value,
alongside the one they have selected. These recommendations should arouse the interest of customers
and encourage them to buy the more expensive products as an alternative.
Benefits of down-selling: If business partners have added various items to their shopping basket in an
online store and find that they have exceeded their budget, they may remove one or more items. Down-
selling aims to maximize sales by suggesting cheaper products as an alternative to these items.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 284/416
© SAP AG CR800 7-20
SAP AG2004
Different CUDA in the Shopping Basket
Display Cross-, Up-Selling and Accessories
General Information Catalog Order Marketing
Target Group for ProductRecommendation *
Global Product RecommendationCross-, Up-Selling and Accessories
Display Cross-, Up-Selling and Accessories
Method Schema *Target Group for Global Cross-/Up-Selling *
Personalized Cross-/Up-Selling
General Information Catalog Order Marketing
Cross-, Up-Selling and AccessoriesDisplay Cross-, Up-Selling and Accessories
Method Schema *
... and personalized cross-,
up- and down-selling.
Note: Accessories are
always universal
Personalized Cross-/Up-Selling
Standard Target Group *
In CRM E-Commerce the
Web shop administrator
can choose between
universal cross-, up- and
down-selling ...
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 285/416
© SAP AG CR800 7-21
SAP AG2004
Set Up Universal Cross-, Up- and Down-Selling
Create a global target groupCreate a global target group11
22
33
44
Create a Web shopCreate a Web shop
Define product association rules for global target groupsDefine product association rules for global target groups
Assign the global target group to the Web shopAssign the global target group to the Web shop
S t e p 1 : C r e a t e t a r g e t
g r o u p s
S
t e p 2
Create product relationship for target group
With CRM 4.0 it is possible to create global CUD without a extra global target group. Therefore, you
can use the Type of Marketing Segment 01 Global Rule. But currently the Web Shop still require aglobal target group.
CUDA = Cross – Up – Down Selling and Accessories
For personalized cross-, up- and down-selling not the global target group is taken into account, but the
target groups the customer is assigned to. In addition for these target groups product association rules
need to be defined.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 286/416
© SAP AG CR800 7-22
SAP AG2004
Define Product Association Rules
Two types of association rules
Cross-Selling: Association rules are specified in terms of leading
product(s) and dependent product(s)
Up-/Down-Selling: Association rules are specified in terms of the
relationships between products
Activation: Rules has to be activated
Target group PC-Buyer
Leading products
Dependent products
HT-1002
HT-1001
Target group PC-Buyer Seq. Ranking
Leading products
Dependent products
HT-1021 0 1
HT-1001 0 2
Rules can be defined for the following marketing definitions:
Target Groups
Profiles
Global
For Up-/Down-Selling rules the ranking can be compiled automatically:
IMG: CRM Marketing Product Proposal Define Procedure for Creating a Ranking Value
You have two options:
1. No procedure/manual procedure
- The ranking value is not automatically determined. When maintaining up or down-selling rules,
you will need to enter the ranking value manually.
2. Sales price procedure
- The products within the association rule are sorted according to their sales price, with the cheapest
product having the ranking value 1, the next cheapest product the value 2, and so on.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 287/416
© SAP AG CR800 7-23
SAP AG2004
Personalized Product Proposals for “Visitor”
Product proposals at first visit
The unknown visitor enters web-shop and maintains marketing
attributes. These attributes are saved with a special key(as a cookie).
Product proposals at repeated visit
Visitor is identified by the cookie, product proposals are available.
The visitor can change his attribute values, changes are saved.
Unknown user is registered
User decided to register. Marketing attribute values can be passed
to the new created customer.
This flag is used to control whether unknown Internet users should be offered personal
recommendations. For this, unknown users have to maintain their marketing profile. Profile data issaved with a generated ID. The ID that is created is then saved in a cookie so that users do not have to
maintain their profile again when they next visit.
At present, only CUA recommendations can be offered for unknown users.
For performance reasons the unknown user data should be deleted regularly if the visitor does not
change his data over a defined period.
There is a report for deletion:
Marketing Marketing Tools
Deletion report for unknown users that are no longer required
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 288/416
© SAP AG CR800 7-24
SAP AG2004
Defines how cross-selling/up-selling/down-selling
products, and accessories are determined in the shopping
basket
Determines how product proposals are generated and
combined
Each method schema can contain one or more methods, as
required
The system reads the method schema and runs through
the methods in the order listed
Define a Method Schema
You want to define a method schema that provides a list of top n products plus accessories for these
products.
You first enter the method that provides a list of top n products, followed by the function module that
determines the accessories. Since you want to combine the products that are determined using these
methods, you define the combination type as Add result. (Path in Customizing: Customer Relationship
Management ¨ Marketing ¨ Product Proposal ¨ Create Method Schema)
For performance issues regarding method schema and profile sets, please notice SAP Note: 511447.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 289/416
© SAP AG CR800 7-25
SAP AG2004
CUDA in Shopping Basket: Business Logic
shop‘spersonalized
CUD check-boxon ?
use shop‘s globalCU target group to
determinecross-sellung/up-selling
relations
scenario ?
result
empty?
use shop‘s defaultCUD target group
to determine cross-
, up- and down-selling relations
customer
logged-inas yet ?
use customer‘s
target group(s) todeterminecross-sellung/up-selling
relations
use contactperson‘s target
group(s) todetermine cross-sellung/up-selling
relations
resultempty?
use sold-topartner‘s target
group(s) to
determine cross-,up- and down-selling relations
no yes
B2C B2B
yes
no
yes
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 290/416
© SAP AG CR800 7-26
SAP AG2004
Cross-, Up- and Down-Selling and Accessories
No CUDA products are displayed initiallyNo CUDA products are displayed initiallyNo CUDA products are displayed initially
Possible Explanations
No association rules have been maintained for the products in the
shopping basket
No association rules have been maintained for the chosen target
group
Rule is not activated
Cross-selling rules have been maintained with more than one
leading product
The CUDA product is not contained in the product catalog
Typical Problems:
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 291/416
© SAP AG CR800 7-27
SAP AG2004
Marketing Functions: Summary
M
a r k e t i n g F u n c t i o n s
G e n e r a l M a r k e t i n g
F u n c t i o n s
( u n i v e r s a l r e c o m m e n d a t i o n s )
Accessories
Up-, Down-Selling
Cross-Selling
G l o b a l
R e c o m m e n d a t i o n s
s t a t i c
d y n a m i c
P r o d u c t
P e r s o n
a l i z e d P r o d u c t
R e c o m m e n d a t i o n s
s t a t i c
d y n a m i c
O n e t o O n e M a r k e t i n g
( p e r s o n a l i z e d r e c o m m e n d a t i o n s )
Cross-Selling
Up-, Down-Selling
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 292/416
© SAP AG CR800 7-28
SAP AG2004
E-Marketing: Unit Summary
You are now able to:
Outline the marketing functions used in E-Selling
Generate personal and global product recommendations
(bestsellers) in a Web shop
Customize accessories, cross-selling, down and up-selling for the
Web shop
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 293/416
© SAP AG CR800 7-29
Exercises
Topic: Marketing Functions
At the conclusion of this exercise, you will be able to:
• Create bestsellers and personalized product recommendations.
• Create target groups.
• Create top n product lists.
• Create product association rules for cross-selling and up-selling products.
1-1 IDES Inc. would like to offer bestsellers and personalized product recommendations
in its Web shop. Your task is to extend the B2C Web shop to include marketingfunctions. First you will offer global product recommendations (bestsellers) that are
valid for all consumers of your Web shop. You will then offer personalized product
recommendations in the Web shop.
1-1-1 Call up your Web shop ZB2CSHOP## .
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESC RM80X
Take a look at the fields for product recommendations.
These fields are relevant for controlling marketing functions. In the next steps
you are going to fill these fields step by step.
1-1-2 To offer global product recommendations, you first have to maintain a globaltarget group to address all customers in your B2C Web shop.
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Segments → Segment Builder
Create a target group.
Name: Global Target Group ##
Save your target group.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 294/416
© SAP AG CR800 7-30
1-1-3 The second step is to create a permanent top n list.
SAPmenu → Marketing → Product Proposals → Maintain Top n Products
Create a top n list called ZTOPN_## with the description Top n List 01 for group ## .
Add products HT-1040 and HT-1050 and the target group to your top n list.
Save your top n list.
1-1-4 Enter the global target group in the profile for your B2C Web shop.
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESC RM80X
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
Target group: Global Target Group ##
Save your changes.
1-1-5 To display your top n list in the B2C Web shop, you have to maintain therelevant products in the product catalog.
Call up your product catalog ZB2CCAT## .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCR
M80X
Log on with your CRM user and select your catalog.
Maintain products HT-1040, HT-1050 and HT-1055 in the (manual) catalog
area Scanners .
Activate the products and the corresponding catalog area and save your entries.
Carry out an update replication for your product catalog to the index server.
Choose Replication in the second level navigation bar → Update Replication
Product Catalog: ZB2CCAT##
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 295/416
© SAP AG CR800 7-31
1-1-6 Look at the results. Call up the Web shop and check whether the two products
are listed in your Web shop as bestsellers.
Start your browser and call up the B2C scenario.
URL:http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Choose your Web shop ZB2CSHOP## .
1-1-7 Now maintain the personal product recommendations. Create an Attribute Set and assign it to your B2C Web shop. Before you can create this Attribute Set ,
you have to create attributes with a defined value range.
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Attributes → Maintain Attributes
Create two attributes.Attribute: Z##_HOBBIES
Description: Your hobbies Type: Character format
Number of chars/digits: 30
Valuation: Multiple values
Maintain the following attributes on the Values tab page:Attribute value: CookingDescription: I like cooking
Attribute value: Bowling
Description: I like bowling
Save your entries.Attribute: Z##_COLOR
Description: Your preferred colors Type: Character format
Number of characters: 30
Maintain the following attributes on the Values tab page:
Attribute value: YellowDescription: Preferred color yellow
Attribute value: Red
Description: Preferred color red
Attribute value: Blue Description: Preferred color blue
Save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 296/416
© SAP AG CR800 7-32
1-1-8 Create the Attribute Set Z##_AS .
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Attributes → Maintain Attribute Sets
Attribute Set: Z##_AS
Description: Attribute Set for group ##
To this Attribute Set , assign your attributes:
Attribute: Z##_HOBBIES
Attribute: Z##_COLOR
Save your entries.
1-1-9 Choose this Attribute Set in the corresponding field in your Web shop.
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCR
M80X
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
Attribute Set: Z##_AS
Save your entries.
1-1-10 Once you have created an Attribute Set and assigned it to your Web shop,visitors to the Web shop can use this set as a basis to create their own customer
profiles.
Call up the Web shop with the B2C user you created in Unit 2 and maintain the
customer profile.
Start your browser and call up the B2C scenario.
URL:http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Select your Web shop ZB2CSHOP## , log on with your user, and maintain a
customer profile.
In the next exercise, you will create a target group for customers who prefer
yellow products. Set the preferred color in the customer profile to yellow.
Save your customer profile.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 297/416
© SAP AG CR800 7-33
1-1-11 To enable customers to receive personalized product recommendations,
customers must be assigned to a target group.
You will create a target group for customers who are interested in yellow products.
Maintain a data source for the segment builder.
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Segments → Maintain Data Sources for Segment Builder
First create your data source Z##_AS with type Attribute Set , then create an
attribute list (description: Attribute List group ## ) with category and segmenttype product proposal and assign your new Attribute List as data source.
Save your entries.
Create a specific target group and assign your Business Partner to it. (Your
Business Partner has chosen Preferred color yellow.)
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Segments → Segment Builder
1-1-12 Create a top n list called ZTOPN_##_2 with the description TOP n List 2 for group ## . Add product HT-1055 to this list. Follow the same procedure as
before, but in the field Target group maintain your new specific Target Group
(Preferred color yellow).
1-1-13 Look at the results. Call up the Web shop and check whether your product HT-
1055 appears as the personalized product recommendation.
Start your browser and call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Select your Web shop ZB2CSHOP##, log on with your user and look at the personalized recommendations.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 298/416
© SAP AG CR800 7-34
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 299/416
© SAP AG CR800 7-35
Topic: Marketing Functions: Up/Down-Selling
1-2 You would like to integrate up/down-selling functionality in your Web shop. To do so,you are going to specify an up/down-selling relationship between various products.
1-2-1 The printer HT-1050 is a product that you would like to propose as a higher-
value alternative to the printer HT-1055. Create the product association rule forthe universal target group.
SAPmenu → Marketing → Product Proposals → Maintain Cross- /Up-
/Down-Selling RulesTarget group: Global Target Group ## Description: Association Rule for Group ##
Up-/Down-Selling Products
Product: HT-1055
Rank: 1 Product: HT-1050
Rank: 2
Activate the rule and save your entries.
1-2-2 To display this relationship on the Web, you need to update your Web shop.
Go to your Web shop ZB2CSHOP## .
URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESC
RM80X
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
Entry:Method schema: 000006Target group for global cross-/up-selling: Global Target Group ##
Save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 300/416
© SAP AG CR800 7-36
1-2-3 Call up your B2C Web shop. Add product HT-1055 to your shopping basket.
A higher-value alternative will be proposed for all the customers that add this
product to their shopping baskets.
Start your browser and call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Replace product HT-1055.
You can find this higher-value alternative as well in the product catalog via
Alternatives next to product HT-1055.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 301/416
© SAP AG CR800 7-37
Topic: Marketing Functions: Accessories
1-3 When customers add products to their shopping baskets, suitable accessories are proposed automatically.
1-3-1 Define accessories for product THT-00-## . Define an accessory relationship
between products in the product master for this purpose.
SAPmenu → Master Data → Product → Maintain Products
Select your product THT-00-## and define product HT-1092 as accessory.
Save your entries.
1-3-2 Carry out an update replication of your product catalog B2BCAT## .
1-3-3 Check the results in the Web shop B2BSHOP# #.
Start your browser and call up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 302/416
© SAP AG CR800 7-38
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 303/416
© SAP AG CR800 7-39
Solutions
Topic: Marketing Functions
1-1 IDES Inc. would like to offer bestsellers and personalized product recommendationsin its Web shop. Your task is to extend the B2C Web shop to include marketing
functions. First you will offer global product recommendations (bestsellers) that are
valid for all consumers of your Web shop. You will then offer personalized productrecommendations in the Web shop.
1-1-1 Call up your Web shop ZB2CSHOP## .URL:
http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESC
RM80X
Take a look at the fields for product recommendations.
Choose Marketing .
These fields are relevant for controlling marketing functions. In the next stepsyou are going to fill these fields step by step.
1-1-2 To offer global product recommendations, you first have to maintain a globaltarget group to address all customers in your B2C Web shop.
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Segments → Segment Builder
Create a target group. Name: Global Target Group ##
Choose Create Profile Set . Choose Product Proposal and maintain in for
description Profile Set Group ##. Leave the field Master Group empty. Now
click with your right mouse in the central area and choose Create Target
Group. Click again with your right mouse on the new target group andchoose Target Group Properties. Maintain description Global Target Group
## and confirm your entry.
Save your target group.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 304/416
© SAP AG CR800 7-40
1-1-3 The second step is to create a permanent top n list.
SAPmenu → Marketing → Product Proposals → Maintain Top n Products
Create a top n list called ZTOPN_## with the description Top n List 01 for group ## .
Choose Create Top n List, enter ZTOPN_## in the ID field and Top n List
01 for group ## in the description field.
Add products HT-1040 and HT-1050 to your top n list.
On Item Level first maintain your ZB2CSHOP## in the field Shop, then on
tab Business Partner maintain the description of your universal target
group with Type description Target group (Reference type has to be
Marketing Segment ). On tab Product maintain products HT-1040 and HT-
1050, both with Product Type Material (Reference type has to be product ).
On Header Level set the Status of your list to Active.
Save your top n list.
1-1-4 Enter the global target group in the profile for your B2C Web shop.
URL: http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESC
RM80X
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
On tab Marketing select Display Global Product Recommendation and
maintain your global target group.
Target group: Global Target Group ##
Save your changes.
Select Save.
1-1-5 To display your top n list in the B2C Web shop, you have to maintain the
relevant products in the product catalog.
Call up your product catalog ZB2CCAT## .
URL:
http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCR M80X
Log on with your CRM user and select your catalog.
Choose Change.
Maintain products HT-1040, HT-1050 and HT-1055 in the (manual) catalog
area Scanners.
Activate the products and the corresponding catalog area and save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 305/416
© SAP AG CR800 7-41
Choose Save.
Carry out an update replication for your product catalog to the index server.
Click on Replication in the second level navigation bar → Update Replication
Product Catalog: ZB2CCAT## Select Update Replication.
1-1-6 Look at the results. Call up the Web shop and check whether the two products
are listed in your Web shop as bestsellers.
Start your browser and call up the B2C scenario.
URL:http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Choose your Web shop ZB2CSHOP## .
1-1-7 Now maintain the personal product recommendations. Create an Attribute
Set and assign it to your B2C Web shop. Before you can create this AttributeSet , you have to create attributes with a defined value range.
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Attributes → Maintain Attributes
Create two attributes.Attribute: Z##_HOBBIES
Choose Create.
Description: Your hobbies Type: Character format Number of chars/digits: 30
Valuation: Multiple values
Maintain the following attributes on the Values tab page:
Attribute value: CookingDescription: I like cooking
Attribute value: Bowling
Description: I like bowling
Save your entries.
Attribute: Z##_COLOR Choose Create. Description: Your preferred colors
Type: Character format Number of characters: 30
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 306/416
© SAP AG CR800 7-42
Maintain the following attributes on the Values tab page:
Attribute value: Yellow
Description: Preferred color yellow Attribute value: Red
Description: Preferred color red
Attribute value: Blue
Description: Preferred color blue
Save your entries.
1-1-8 Create the Attribute Set Z##_AS .
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Attributes → Maintain Attribute Sets
Choose Create.
Attribute Set: Z##_AS Description: Attribute Set for group ##
To this Attribute Set, assign your attributes:Attribute: Z##_HOBBIES
Attribute: Z##_COLOR
Save your entries.
1-1-9 Choose this Attribute Set in the corresponding field in your Web shop.
URL:http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCR
M80X
Log on with your CRM user and choose Existing Shops.
Search for shop ZB2CSHOP## and choose Change.
On tab Marketing select Personalized Product Recommendation.
Attribute Set: Z##_AS
For the field Characteristic Group select your Attribute set Z##_AS .
Save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 307/416
© SAP AG CR800 7-43
1-1-10 Once you have created an Attribute Set and assigned it to your Web shop,
visitors to the Web shop can use this set as a basis to create their own customer
profiles.
Call up the Web shop with the B2C user you created in Unit 2 and maintain thecustomer profile.
Start your browser and call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Select your Web shop ZB2CSHOP## , log on with your user, and maintain a
customer profile.
Choose My Account and then My Profile on the left side.
In the next exercise, you will create a target group for customers who preferyellow products. Set the preferred color in the customer profile to yellow.
Save your customer profile.
1-1-11 To enable customers to receive personalized product recommendations,
customers must be assigned to a target group.
You will create a target group for customers who are interested in yellow products.
Maintain a data source for the segment builder.
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Segments → Maintain Data Sources for Segment Builder
First create your data source Z##_AS with type Attribute Set , then create an
attribute list (description: Attribute List group ## ) with category and segmenttype product proposal and assign your new Attribute List as data source.
Choose Create Data Source, choose Origin Type Attribute Set and name
Z##_AS . Save your entries. Now choose Create Attribute List , (if you don’t
see the button, choose Show/Hide Locator ) choose description Attribute List
group ## and category and segment type Product Proposal . Select Enter
and choose Assign Data Source. Choose your Attribute Set for group ##.
Important: Check both boxes (hobbies and colors) which appear beneath
Attribute Set for group ##.
Save your entries.
Create a specific target group and assign your Business Partner to it.( Your
business partner has chosen Preferred color yellow.)
SAPmenu → Marketing → Segmentation of Business Partners → Marketing
Segments → Segment Builder
Choose Profile Sets and double click on Profile Set Group XX.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 308/416
© SAP AG CR800 7-44
Select the attribute list Attribute List group ## beneath Attributes. All
attributes will appear. Now click with the right hand mouse on Your
preferred colors and create a filter with value yellow. Then drag and drop
this filter to the profile set area. Click right on the new profile and choose
Create Target Group. Now you can see two symbols, one for the profile and
a smaller one for the target group. The digit 1 indicates that one Business
Partner is assigned to your Target Group. Click right at the profile/targetgroup and choose Open Target Group. Now you will see the assigned
business partner.
1-1-12 Create a top n list called ZTOPN_##_2 with the description TOP n List 2 for group ## . Add product HT-1055 to this list. Follow the same procedure as
before, but in the field Target group maintain your new specific Target Group
(preferred color yellow).
1-1-13 Look at the results. Call up the Web shop and check whether your product HT-1055 appears as the personalized product recommendation.
Start your browser and call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Select your Web shop ZB2CSHOP## , log on with your user and have a look atthe personalized recommendations.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 309/416
© SAP AG CR800 7-45
Topic: Marketing Functions: Up/Down-Selling
1-2 You would like to integrate up/down-selling functionality in your Web shop. To do so,
you are going to specify an up/down-selling relationship between various products.
1-2-1 The printer HT-1050 is a product that you would like to propose as a higher-
value alternative to the printer HT-1055. Create the product association rule for
the universal target group.
SAPmenu→
Marketing→
Product Proposals→
Maintain Cross- /Up- /Down-Selling Rules
Choose Up-Selling/Down-Selling Rule.
Target group: Global Target Group ##
Description: Association Rule for Group ##
Up-/Down-Selling Products
Product: HT-1055
Rank: 1
Product: HT-1050Rank: 2
Activate the rule and save your entries.
Select Activate and then Save.
1-2-2 To display this relationship on the Web, you need to update your Web shop.
Go to your Web shop ZB2CSHOP## .
URL: http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESC
RM80X
Log on with your CRM user and choose Existing Shops.Search for shop ZB2CSHOP## and choose Change.
On the tab Marketing, select Cross-, Up-Selling, and Accessories and
maintain the following data:
Entry:
Method schema: 000006Target group for global cross-/up-selling: Global Target Group ##
Save your entries.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 310/416
© SAP AG CR800 7-46
1-2-3 Call up your B2C Web shop. Add product HT-1055 to your shopping basket.
A higher-value alternative will be proposed for all the customers that add this
product to their shopping baskets.
Start your browser and call up the B2C scenario.
URL:
http://<webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X
Replace product HT-1055.
You can find this higher-value alternative as well in the product catalog via
Alternatives next to product HT-1055.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 311/416
© SAP AG CR800 7-47
Topic: Marketing Functions: Accessories
1-3 When customers add products to their shopping baskets, suitable accessories should be proposed automatically.
1-3-1 Define accessories for product THT-00-## . Define an accessory relationship
between products in the product master for this purpose.
SAPmenu → Master Data → Product → Maintain Products
Select your product THT-00-## and define product HT-1092 as accessory.
Choose the Search tab page . Enter:
ID / Descr.: THT-00-##
Choose Start . Select your product and select Relationships.
Enter the following values:
Product: HT-1092
Save your entries.
1-3-2 Carry out an update replication of your product catalog B2BCAT## .
1-3-3 Check the results in the Web shop B2BSHOP## .
Start your browser and call up the B2B scenario.
URL: http://<webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X
Go to the area printers and choose Accessories next to product THT-00-##.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 312/416
© SAP AG CR800 8-1
SAP AG2004
E-Service
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 313/416
© SAP AG CR800 8-2
SAP AG2004
E-Service
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 314/416
© SAP AG CR800 8-3
SAP AG2004
E-Service: Unit Objectives
At the conclusion of this unit you will be able to:
Describe the E-Service functions
Explain how to use E-Service
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 315/416
© SAP AG CR800 8-4
SAP AG2004
E-Service I
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 316/416
© SAP AG CR800 8-5
SAP AG2004
E-Service: Main Features
Extend enterprise knowledge information and
customer services to the Internet.
Provide customers with the ability to check order status, obtain
order tracking information, and research and resolve their own
product problems without involving a service representative.
Account Self-Service – Registration
Knowledge Management
FAQs by Product
Solution Search
Installed Base Management
Product Registration
Request Management
Complaints and Returns Management
Account Self-Service: MySAP CRM provides customers with self-service for detailed account
information and maintenance tools. With mySAP CRM, customers can register for user accounts,update their personal account information, and monitor their interaction activities online.
Knowledge Management: mySAP CRM enables customers to research and resolve their own service
problems without involving service representatives. Customers can browse frequently asked questions
(FAQs) linked to specific products, or search for answers using natural language
Request Management: mySAP CRM provides web customers the tools to create, update, and check
the status of service requests, throughout the entire service process. Key service request management
features includes an automatic check for entitlements, as well as the ability for customers to select the
most convenient appointment time for a field service visit.
Live Customer Support: The Live Web Collaboration capabilities of mySAP CRM allow
organizations to provide immediate assistance to customers from within the Web site. Customers canchoose to chat, co-browse, e-mail, or submit a call-back request.
Installed Base Management: mySAP CRM enables online customers to manage their current
portfolios of purchased products. Customers can also initiate service requests from selected products or
installations through complete, personalized views of their purchased products and installations.
Complaints and Returns: The complaints and returns capabilities of mySAP CRM let customers
create, maintain, and track their own complaints and returns.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 317/416
© SAP AG CR800 8-6
SAP AG2004
1. Solution Searchincl. FAQs by Product
2. Service Request Managementincl. Installed Base Management
3. Complaints and Return
Management in E-Commerceincl. Product Registration
E-Service Scenarios within the Solution Manager
Three Scenarios for E-
Service within the SAP
Solution Manager:
Solution Search
The Solution Search is a set of self-help tools that your customers use to solve their problems.
Customers who encounter a product problem should start with Frequently Asked Questions (FAQs),
which are designed to address the more common product issues faced by customers. If an FAQ Search
does not result in a problem resolution, customers can use the Solution Assistance, that enables them to
enter a problem description and perform a search on relevant solutions.
If a solution still eludes customers after they have used the FAQ Search and the Solution Assistance,
they can turn to Live Customer Support to contact an agent directly.
Service Request Management
A service request is a detailed message sent to an agent concerning a product problem. When your
customers create a service request, they can specify which product, installed base, or registered productis concerned by the request.
In this scenario customers use a web interface to create a service request for an installed base
component. Customers check whether the service that they are requesting is covered by a warranty or a
service contract.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 318/416
© SAP AG CR800 8-7
…
Complaints and Returns Management in E-Commerce
Your customers can create complaints so that you take action and meet their expectations. A complaint
can be linked to a registered product or an installed base component. Complaints can also be linked to
products from the product catalog. E-Commerce enables customers to manage their complaints and
returns via the Web.
In this scenario customers register a product so as to activate its warranty. They then create complaints
linked to a registered product with which they are not satisfied.
Supported Request Types: Service Request, Complaint, Information Request
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 319/416
© SAP AG CR800 8-8
SAP AG2004
B2C
B2B
Internet Customer Self Service: B2B and B2C
Contact Person logs on
Consumer logs on
E-Service is based on the Internet Customer Self Service (ICSS).
The ICSS is an internet application that enables companies to provide online support and service to
customers via a Web interface that connects to an SAP CRM system.
ICSS needs the following system components: CRM, Trex and SAP JE22 Server
URLs:
Business-to-Business (B2B): http://<webserver:port>/icss_b2b/
Business-to-Consumer (B2C): http://<webserver:port>/icss_b2c/
It is possible to integrate the scenario Business-to-Business (B2B) of the ICSS application into the SAP
Enterprise Portal. The Enterprise Portal as a single point of entry enables Internet- or Intranet users to
have access to different applications like Internet Sales and ICSS from one environment.
There are two types of customizing:
ICSS specific customizing: See configuration settings within the Solution Manager for more details
SAF customizing: IMG Customer Relationship management Enterprise Intelligence
Software Agent Frame Work
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 320/416
© SAP AG CR800 8-9
SAP AG2004
B2C2B
Account Self-Service – Registration
Contact person for a registeredcompany
Contact person for a non-
registered company
Private consumer
Consumer with a customer ID
Registration information is validated against CRM (for example, country, region, postal code).
Optional to customize the immediate creation of the accounts or have a workflow triggered to the
security administrator (there is a workflow in registration process that you can configure, so that
someone has to get authorization from company to activate account).
Security administrator will assign information security profile (covered later) segments data so they can
get access for specific data in the solution data base.
A Web user can be either a service user or a named user. Each type comes with a different authorization
profile. In the standard scenario, Web users would browse anonymously through the Web site as service
users. When they login, they switch to a named user based on their own authorization profile and
business partner data.
For security purposes, users of type named user cannot switch to other users.
After the customer has logged in they can maintain their personal data, such as changing his or her
address.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 321/416
© SAP AG CR800 8-10
SAP AG2004
Current Solution
Administration Console
Administration Console
The Administration Console allows the ICSS application administrator to maintain application
parameters.
This tool covers two main topics:
Extended Configuration Management (XCM) (with CRM 4.0 SP04)
Monitoring (ICSS statistics, Java Connector (JCO), System Cache , and so on)
View and maintain the logging parameters
View the log files of the application
View information on the ICSS version currently installed
Hint: With CRM 4.0 ICSS is integrated with the Computing Center Management System (CCMS)
allowing a system administrator to monitor information concerning several applications, including the
ICSS. This information can be viewed in the central monitoring system (TA RZ20).
ICSS is monitored in the following ways:
- ICSS sends information to CCMS concerning the following: ICSS version, Web.xml & XCM
configurations,
ICSS performance and activities
- Heartbeat to monitor if the XCM components are correctly configured
- Log file monitoring
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 322/416
© SAP AG CR800 8-11
SAP AG2004
E-Service II
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
With Release 4.0, the Solution Search component in ICSS covers the following enhancements:
Integration with TREX (new in 4.0)
Free text search (usage of linguistic search method)
Search refinement (new in 4.0)
Feedback on search result (new in 4.0)
Download and/or save attachments in a local disc space
E-mail to third party
Link to service request
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 323/416
© SAP AG CR800 8-12
SAP AG2004
Solution Search in mySAP CRM
Review List of
Solutions
Enter SearchCriteria
Contact CustomerSupport
Solution to customer via
e-mail, chat or phone
Search FAQ’s
by Product
Review List of
FAQs
FAQ Search
Solution Search
Live Customer Support
11
22
33
44
55
66
Web front end ICSS
The scenario Solution Search helps to:
Increase customer satisfaction – added convenience of 24x7 support
Reduce cost per interaction by empowering customers to help themselves
Provide consistent, accurate information for the customer
Improve operational efficiency by removing agents from interactions that can be resolved using self
service
A customer could use the Solution Search in following manner:
The customer has questions regarding an error in the installation process of a purchased product. The
customer accesses the vendor’s Web self-service site for Frequently Asked Questions (FAQs).
The customer reviews the list of FAQs for the product, but the information is not listed. The customer expands the search by entering the description and characteristics of the problem for a
search on the vendor’s knowledge base.
The customer reviews all the relevant solutions displayed, finds the matched solution to the problem,
but requires clarification on one of the processes.
The customer initiates a Web chat with a live interaction center agent to clarify the solution process.
The contact center agent answers the customer inquiry and emails additional information to the
customer.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 324/416
© SAP AG CR800 8-13
SAP AG2004
Frequently Asked Questions (FAQs)
FAQs are linked to a product and a problem Products are assigned to a product hierarchy
Problems need to be in a released status and
with at least one released solution
Solutions are retrieved from the Solution Data
Base
FAQ Search
Frequently Asked Questions (FAQs) are designed to address the more common product issues faced by
customers. FAQs by product enable ICSS users to access solutions related to a specific product. Insteadof writing a problem description themselves and conducting a specific search, users can save time and
browse through pre-defined FAQs.
CRM Backend System Configuration
Define the product hierarchy for the Internet Customer Self-Service. To define which product categories
are offered for selection in ICSS and thus determine which products will appear in ICSS, in
Customizing, choose Customer Relationship Management E-Service Internet Customer Self-
Service Define Hierarchy for Product Selection in the Internet .
To create FAQs in the CRM system:
Run transaction CRMD_IIA_FAQ. A product selection dialog box appears.
Press F4 to select the product for which you want create an FAQ.
You are now in FAQ main screen. The product that you just selected should now appear under the
Product Description area.
Choose Change to switch to edit mode.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 325/416
© SAP AG CR800 8-14
…
Search Criteria: the Search for Problem dialog box will automatically appear if the selected product
does not have an FAQ maintained for it yet. Use F4 in the Problem field to select a problem to link to
the product that you chose above.
Your selected problem should appear in the FAQ area.
Replace the default text How to (problem number) with the text for your FAQ.
Save.
If automatic compilation is not switched on, compile the solution database index. This enables the
search engine to find the FAQs.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 326/416
© SAP AG CR800 8-15
SAP AG2004
Solution Search
Search
earch
Terms
erms
Solution
Database
ProblemsSolutions
Words, phrases
Based on the Software Agent Framework (SAF) to enhance performance.
TREX search engine is used to retrieve problems and solutions. User can
Refine a solution search list.
View, insert & delete My Solutions when logged in.
Access detailed information and/or provide feedback to the found solution.
Download and save attachments and/or email a solution to a third party.
How to create problems and solutions:
To create problems and solutions you can either:
1. Use TA IS01 (TA IS02 is no longer used)
2. Use SAF search service (BSP application CRM_BSP_FRAME ) e.g. in the SAP Portal.
You can also start this BSP application in the CRM:
1. Execute the Transaction SE80.2 .Select BSP Application From drop dowm menu and Type CRM_BSP_FRAME, then select
display icon.
3. Expand Pages with Flow Logic then double click select.htm and execute this file using the
Test/Execute icon.
Then you need to compile via SAF compilation service to publish problems/solutions in a form of
entities in the TREX index server either via BSP application CRM_EI_CMP_ADMN in the CRM
(transaction SE80) or in the SAP Enterprise Portal.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 327/416
© SAP AG CR800 8-16
SAP AG2004
Solution Search: Security Profile
Assign profiles to the user in order to reduce/enlarge the
authorized entities list
Personalized views for Internet user
through security profiles
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 328/416
© SAP AG CR800 8-17
SAP AG2004
Compilation Service
Problems and solutions must be compiled prior to search.
The following compilation options are available:
Full Compilation
Delta Compilation
Cluster
Delta or full compilations can be scheduled as background jobs
at regular intervals.
Full Compilation: Compiles all documents. Recommended initially and if the index is corrupted.
Delta Compilation: Compiles all new and changed documents since the last compilation, and removes
deleted documents from the index.
Cluster: Groups documents and features into different classes called clusters. The document/cluster
relationship and feature/cluster relationship are used to refine the results of searches.
Delete Index: Full compilation is necessary afterwards.
Background jobs can be scheduled (for example, to trigger daily updates).
How to compile via SAF in the SAP Enterprise Portal:
a. In the Enterprise Portal, access the CRM Portal Administrator role.
b. Choose Knowledge Administration ¨ Indexes.
c. Select the knowledge bases that you want to compile. d. Choose a compilation action (for example, Full Compile, Delta Compile, or Cluster ).
e. Submit the information.
The request is sent to the Java compilation server. After the Java compilation server has
processed the request, the compilation log table is updated.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 329/416
© SAP AG CR800 8-18
…
Another option to compile is to run the run the SAF diagnosis tool (see SAF documentation)
Checklist to avoid common problems with the Solution Search.:
No TREX server declared in the customizing
TREX index server is not responding
ICSS version does not match to CRM version. ICSS must be in the same SP as the CRM system
No SAF SDA deployed (mandatory from SP04 on)
User authorizations ICSS log files are useful to detect the source of problems
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 330/416
© SAP AG CR800 8-19
SAP AG2004
Software Agent Framework – Overview
Other SAP CRM
Database(s)
Other SAP
Database(s)
Non-SAP
Database(s)
CaseService Order
Ibase (e.g., BP)
HRFI
PLM (e.g., Equipm.)
Lotus NotesSQL
DBMS
Solution Database
(SDB)
ProblemsSolutions
FAQs
Software
Agent
Framework
SAP Service ProcessesSAP Service Processes
Business Partner
(from Ibase)
Business Partner
(from Ibase)Plant Info
(from Equipment)
Plant Info
(from Equipment)
CompileCompile
A single Knowledge Entity iscreated with both pieces of
information
A single Knowledge Entity iscreated with both pieces of
information
The Software Agent Framework (SAF) provides an open architecture that can integrate tools to easily
and flexibly assemble information from multiple SAP CRM data sources, SAP non-CRM data sources(such as Business Information Warehouse and SAP R/3), and external data sources.
Software Agent Framework features:
Define Knowledge Bases.
Compile the content of knowledge bases into search indexes (requires TREX).
Automatically synchronize knowledge bases and search indexes (requires TREX).
Cluster the contents of search indexes for knowledge bases (requires TREX).
Search a knowledge base.
Refine the search (requires TREX). Build your own information security for knowledge bases.
SAF customizing: IMG Customer Relationship management Enterprise Intelligence Software
Agent Frame Work.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 331/416
© SAP AG CR800 8-20
…
The minimum SAF configuration for ICCS is:
1. Name and Configure Knowledge base (ICSS uses SDB and SDB attachments):
Configure Language and feedback for both SDB and SDBATTACHMENT,
use default for the rest
2. Name and Configure Search Engine
3. Configure Compilation, Clustering, and Classification (This is needed for compiling
problems/solutions)
4. Configure Application Configure the search query parameters based on customers' database and
need, use default for the rest
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 332/416
© SAP AG CR800 8-21
SAP AG2004
To access the LWC you must launch ICSS
and click on Contact Us
After clicking on contact us you will get this
pop-up which enables you to choose one of
four options to use:
Callback
Chat
Internet Telephony
Live Web Collaboration (LWC)
Enable the direct communication between the
Customer and the CIC Agent.
The LWC functionality in the E-Service (ICSS) scenario is the same as in the CRM Web shop.
E-Mail:
A HTML form is displayed and enables you to write down your message. Upon submitting your
message, an e-mail will be sent to the e-mail address set in the customizing file(cic-config.properties,
the parameter is cic.mail.to=…..@……
Note: This option doesn’t need the CIC Agent side to be active.
Callback:
Send the telephone request to the agent side. The CIC agent will receive the telephone number of the
customer and use it to call back.
Chat:
The chat’s option enables a live communication between the customer and CIC agent .To perform
this option, both sides (CIC agent and LWC customer) have to be available. A HTML form which
enable you to chat with a CIC Agent will be displayed.
The customer sends the chat request and the CIC Agent has to pick it before starting the chat.
The chat is initialized by the customer.
Internet Telephony:
Enables the client to speak with a CIC agent over internet telephony.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 333/416
© SAP AG CR800 8-22
SAP AG2004
E-Service III
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
With Release 4.0, the service and information request component in ICSS covers the following
enhancements:
Create Service request
Add external reference
Link a service product
Display and link contracts
Display warranties
Get an appointment
Search service and information request
Searching by multiple priorities
Searching for a company
Searching by an installed base component
Searching by transaction number
Display Service request
List of contracts linked to the service request
Display the appointment list
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 334/416
© SAP AG CR800 8-23
SAP AG2004
Appointment
Scheduling
Service Contract
and Warranty
Entitlement Check
Create
Service RequestInstalled Base
Processing
Service Request Management in mySAP CRM
Service
Analysis
Request
Management
Billing
Service
Request
Processing
Web front end ICSS
11
2233
44
5566
77
The customer creates a service request for the created product sub-component by selecting the service
to be performed from a catalog of available services for the product.
The customer selects the product for which a service request should be created from his list of installed
products, reviews the information, and creates a sub-component to the product.
The customer reviews the contract/warranty information and selects the appropriate contract/warranty
if there are multiple contracts/warranties available for the selected service.
The customer selects an appointment for a service representative visit from the list of available
appointments, which are based on entered customer preferences and submits the service request.
The field service representative performs the service assignment at the customer site and performs
confirmation for the work done, materials used etc.
The service manager checks and approves the confirmation data, decides which costs should be billed
to the customer and triggers the billing of the customer. The service manager performs analyses of the complete service order processing cycle, including
service level compliance analysis, service contract profitability analysis and customer satisfaction level
analysis.
Installed Base Management – search, display, create and maintain installed base structure and its
components, request service for selected products of the installed base
Appointment Scheduling – ability to request a preferred date and time for an onsite visit
Contract/Warranty Entitlement Check – automatic validation of service contract and warranty
entitlements
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 335/416
© SAP AG CR800 8-24
SAP AG2004
Service Request Management
Request Management enables Web customers to
create update and track the status of service
requests throughout the entire service process.
Reference to products, installations, and service
Real-time scheduling of preferred appointments
Automatic validation of contract and warranty entitlements
Customers can request their preferred method of resolution
including:
Exchange of the product for a new one
Credit to the customer for the costs associated with the product or
service Return of the product without a new or replacement product issued
Full status and tracking of requests from initial creation to final
resolution
When Web users create a Service Request, they specify which product, installed base, or registered
product is concerned. They also select the service that they need. Upon service selection, the systemwill search for:
Contracts that cover the requested service. If the service is covered by more than one contracts, users
will select the most suitable one.
Available appointments for this service. Users will select a time that is convenient for them
Web users can also:
Attach documents.
Display their service requests and monitor their status. If a service request is covered by a service
contract, that contract can be viewed in the detail view of the service request. If a service request was
linked to a solution, that solution can also be viewed in the detail view of the service request. Update their service request details by adding information and/or changing their status. They can also
add new attachments. However, if they want to change the appointment scheduled for a service, they
must call their customer service representative.
Chronologically display texts entered by themselves as well as replies entered by the agent.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 336/416
© SAP AG CR800 8-25
SAP AG2004
Manage and structure purchased
products.
Initiate a service request from a
selected product or installation.
Integration to warranty and contract
management including validation of
warranties during service processes.
Installed Base Management
Installed Base Management
Create Installed Base/Component
Web users can add installed bases or components into their installed base list.
Web users can create components of types individual product (iProduct), Text, and Object.
Components of type individual Object (iObject) can be created from a new object or from an existing
one.
Display Installed Base List
Web users can view a list of their installed bases. The installed base view can be expanded to display its
components
When Web users select an installed base or a component from the installed base list, they can:
Display the details of the selected installed base or component
Create a sub-component for the selected installed base or component
Create a service request or a complaint for the selected component
Display Installed Base/Component Detail
Web users can display the details of an installed base, or of a component within the installed base.
Components can be of type Text, Product, Individual Object (iObject), or Installed base. Web users can
also update components of types Text and Product.
Web users can also create a service request or a complaint related to a component from the installed
base list. Web users can create service requests or complaints for components of all types, except
components of type Installed base .
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 337/416
© SAP AG CR800 8-26
SAP AG2004
Create service request
Search and display
Service requests
Update service request
Create Service Request
Web users can choose selection criteria to filter the requests. They can view requests created within a
date range, select a specific request type, and select a specific request status. If the Web user is a contactof a company, he can choose between viewing his own requests or those of his company. If he is a
consumer, he will automatically view his own requests.
With Release 4.0, the Service request component in ICSS covers the following functionalities:
Create Service request
General service request Information
Service request item
List of attachments related to the service request
Search and display service requests
Enter search criteria The search results in a list of service requests
Selecting a service request from list gives the general information of the service request and
information of its item
Update Service request
Change the status
Add notes
Add attachment
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 338/416
© SAP AG CR800 8-27
SAP AG2004
Appointment Scheduling
Appointment Scheduling
Request preferred date and time for
an onsite service representative visit
Integration to Resource Planning
Tool
For the Resource Planning Tool SAP APO is needed.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 339/416
© SAP AG CR800 8-28
SAP AG2004
The transaction type
Subject profiles
The catalog
The code groups and codes for catalogs
Code groups profiles
The Web transaction type
The service product catalog
Customizing Service Request: CRM Server
On the CRM Server define…
Define the transaction type:
CRM Transaction Basic Settings Define Transaction Types
Usually the transaction type S1 (Service request) and S3 (information request) exist, you can change
its customizing.
Define Subject Profiles:
CRM Basic Functions Catalog, Codes and Profiles Define Subject Profiles
Define the subject profile Complaint with subject profile category Service.
Link this service profile to the catalog Damage.
Define which catalog category will be used for the defined profile.
Define the catalog:
CRM Basic Functions Catalog, Codes and Profiles Catalogs
Add the catalogs Damage to the list of the catalogs.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 340/416
© SAP AG CR800 8-29
…
Define the code groups and codes for catalogs:
Add for the catalogs Damage the code groups and codes of each groups.
Define Code groups profiles:
CRM Basic Functions Catalog, Codes and Profiles Define Code Groups and Codes for
Catalogs
CRM Basic Functions Catalog, Codes and Profiles Define code groups Profiles
For the subject profile Service and for the catalogs Damage specify the code groups and codes that
will be used.
Define the Web transaction type:
CRM Eservice ICSS Set Up internet Transaction Define Transaction Type for Internet
Add the web transaction type S1 (service request) and S3 (information request) and link them
respectively to the transaction type S1 and S3 and to the profile Service.
Define the service product catalog:
CRM Eservice ICSS Set Up internet Transaction Product catalog usage
Define which service product catalog and variant will be used in service request creation.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 341/416
© SAP AG CR800 8-30
SAP AG2004
The Web transaction type
The service request catalog
Availability of some areas during the creation
Define/customize
Customizing Service Request: Java
Define the web transaction type:
SR_CONF_CREATE_SERVREQ_TYPE:This parameter specifies which Internet transaction type is
used for the creation of service request in CRM.
SR_CONF_CREATE_INFOREQ_TYPE: This parameter specifies which Internet transaction type is
used for the creation of information request in CRM.
Define the service request catalog:
PCAT_FOR_REFERENCE_OBJECT: Determines the reference object catalog.
PCAT_FOR_SERVICE_REQUEST_ITEM: Determines the service request catalog.
Customize availability of some area during the creation:
SR_CONF_SHIPTO_ADDRESS_SELECTION_DISPLAY: Determines if the ship-to address selectionfeature is available during the service request creation.
SR_CONF_REFERENCE_OBJECT_DISPLAY: Determines if the reference object selection area is
available for user entry during the service request creation.
SR_CONF_APPOINTMENT_DISPLAY: Determines if the appointment selection area is available for
user entry during the service request creation.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 342/416
© SAP AG CR800 8-31
…
SR_CONF_ITEM_DISPLAY: Determines if the item area is available for user entry during the
service request creation.
SR_CONF_ATTACHMENT_DISPLAY: Determines if the attachment area is available for user entry
during the service request creation.
PCAT_FOR_COMPLAINT_ITEM: This is the indicator of the product catalog used in the ComplaintItem of Complaint function. The type of product in this catalog could be Material or Service.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 343/416
© SAP AG CR800 8-32
SAP AG2004
E-Service IV
E-Service Overview
Solution Search
Service Request Management
Complaints and Returns Management in
E-Commerce
With Release 4.0, the complaint component in ICSS covers the following enhancements:
Create Complaint
Added the following fields to the item
- Reference object
- Follow up action
- View button to display the contract and warranty
Linking attachments to the complaint
Search complaints
Searching by multiple priorities
Searching for a company
Searching by an installed base component Searching by transaction number
Display complaints
List of attachments related to the complaint
Display item detail related to complaint
Added the contract information
Added the list of follow up actions for the item
Added the summary of actions taken as a result of the follow up actions
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 344/416
© SAP AG CR800 8-33
SAP AG2004
Complaints and Returns Management – Features
Complaint management – Create complaints,
check whether warranty exists or a product can
be returned.
Customer requested actions – Indicate
requested actions during the complaint creation.
Product Registration – Register purchased
products, from the list of registered products the
product warranty can be viewed and a service
request or complaint can be initiated.
Logistics integration – Monitor and track
products to be returned or substitute products to
be delivered.
Defect tracking – Analyze complaint reasons
and assign the identified causes to prevent
further complaints.
The scenario Complaints and Returns Management helps to:
Reduce internal costs for order processing by automatically triggering the relevant steps for returning
products and issuing credit memos.
Increase customer satisfaction by providing different options for creating a unique return material
authorization number.
Permanently improve product quality by defect tracking, analyzing complaint reasons, identifying
causes, defining required activities and product changes, and monitoring success.
Increase customer satisfaction by using customer surveys to ask customers with complaints for their
feedback.
Improve complaint processing by providing access to all related documents and data.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 345/416
© SAP AG CR800 8-34
SAP AG2004
Complaints and Returns Management in mySAP CRM
Complaints & Returns
Management
Complaint
Processing
Service
Analysis
Billing
Web front end ICSS
Create ComplaintSelect Registered
ProductRegister Product
11
2233
44
55
66
The customer wants to register a recently purchased product. For this purpose the product is selected
from the product catalog and the registration information, such as purchase date and location, areentered.
The customer selects the recently registered product from his list of registered products for the purpose
of creating a complaint after having confirmed that the product is still under warranty.
The customer enters the complaint information and indicates the actions that in his opinion should be
taken, such as a credit memo or a product return.
The service employee performs a technical analysis of the returned customer product and decides that
the customer should be compensated for the incomplete service through a product replacement and a
credit to his account.
The service manager checks if there are any costs that the customer should be billed for and triggers
the billing of the customer if necessary.
Using predefined queries and reports, the service manager analyzes complaint reasons and decides
what actions should be taken to prevent future complaints and checks whether the actions taken were
successful.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 346/416
© SAP AG CR800 8-35
SAP AG2004
Product Registration
Individual Object
Product Registration
Registration of
products to activate
warranty
My registered products
From registered
product list a service
request or a complaint
can be initiated
Your customers register products and services so as to activate their warranty. Once a product is
registered, it is added to the My Registered Products page, where customers can find all their registered products. For each product, they can view warranty information, create service requests, and create
complaints. In this process customers register a product over the Web by logging in and choosing their
purchased product from the integrated product catalog.
Before products can be registered, they need an entry in the Permitted Object Categories (Product
Master SAP Basic Data) .
Product registration leads to the creation of an individual object in the CRM system.
Display of individual objects in CRM-System (transaction COMMPR01) is possible with user
parameter COMMPR01_IND_OBJ = X. Customer and product information is available within
Relationships.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 347/416
© SAP AG CR800 8-36
SAP AG2004
Select Registered Product
Create Complaint
Create Complaint for Registered Product
Web users can create complaints about goods or services that they deem unsatisfactory. Each complaint
is made up of items that Web users add to the complaint. For each complaint item, users explain whytheir expectations were not met and state the actions that they request from you.
Web users can:
Request a credit, a return or a replacement
Check whether a contract/warranty exists
Specify a reference object (Installed Base Component or Registered Product)
Attach documents
With Release 4.0, the Complaint component in ICSS covers the following functionalities:
Create Complaint
General Complaint Information
List of Items related to the complaint List of attachments related to the complaint
Search and Display Complaints
Enter search criteria
The search results in a list of complaints.
Selecting a complaint from list gives the general information and the list of items related to the
complaint.
Selecting an item from the list displays the detailed information of the item as well as the follow up
action related to the item.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 348/416
© SAP AG CR800 8-37
SAP AG2004
The transaction type
Subject profiles
The catalog
The code groups and codes for catalogs
Code groups profiles
The Web transaction type
Complaints Customizing: CRM Server
Define …
Define transaction types
CRM Transaction Basic Settings Define Transaction Types
Usually the transaction type CRMC (SAP Complaint) exists; you can change its customizing.
Define subject profiles:
CRM Basic Functions Catalog, Codes and Profiles Define Subject Profiles
Define the subject profile Complaint with subject profile category Service.
Link this service profile to the catalog Reason.
For ICSS 4.0 and higher add also the catalog Customer Request. The two catalogs must have level 1.
For each catalog define which catalog category will be used for the defined profile.
Define the catalog:
CRM Basic Functions Catalog, Codes and Profiles Catalogs
Add the catalogs Reason and the catalog Customer Request to the list of the catalogs.
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 349/416
© SAP AG CR800 8-38
…
Define the code groups and codes for catalogs:
CRM Basic Functions Catalog, Codes and Profiles Define Code Groups and Codes for
Catalogs
Add for the catalogs Reason and the catalog Customer Request the code groups and codes of each
groups.
Define code groups profiles:
CRM Basic Functions Catalog, Codes and Profiles Define code groups Profiles
For the subject profile Complaint and for the catalogs Reason and the catalog Customer Request
specify the code groups and codes that will be used.
Define the Web transaction type:
CRM Eservice ICSS Set Up internet Transaction Define Transaction Type for Internet
Add the Web transaction type CRMC and link it to the transaction type CRMC and to the profile
Complaint.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 350/416
© SAP AG CR800 8-39
SAP AG2004
Web transaction type
Mandatory fields
Reference Object
Attachment viewable
Product catalog usage
Complaints Customizing: Java
Define/customize…
Define the Web transaction type:
COMP_CONF_CREATE_TRANS_TYPE : This parameter specifies which Internet transaction type is
used for creation in CRM. This parameter must match one of the Internet transaction type defined in
Customizing.
Define the mandatory fields:
COMP_CONF_PRIORITY_MANDATORY : Determines if the priority field on complaint creation is a
mandatory field or not.
COMP_CONF_REASON_MANDATORY : Determines if the reason field on complaint creation is a
mandatory field or not.
COMP_CONF_PRODUCT_MANDATORY : Determines if the product field on complaint creation is
a mandatory field or not.
Customize display Reference Object: COMP_CONF_REFERENCE_OBJECT_DISPLAY : Determines if the reference object selection area
is available for user entry.
Customize of Attachment viewable:
COMP_CONF_ATTACHMENT_DISPLAY : Determines if the attachment area is available for user
entry.
Customize of Product catalog usage:
PCAT_FOR_COMPLAINT_ITEM : This is the indicator of the product catalog used in the Complaint
Item of Complaint function. The type of product in this catalog could be Material or Service.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 351/416
© SAP AG CR800 8-40
SAP AG2004
E-Service: Unit Summary
You are now able to:
Describe the E-Service functions
Explain how to use E-Service
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 352/416
© SAP AG CR800 8-41
Exercises
Unit: E-Service
Topic: FAQs
At the conclusion of this exercise, you will be able to:
• Maintain FAQs and Solutions.
• Self-register as a private consumer at the E-Service scenario.
• Register a purchased product.
• Create a service request with reference to your registered product.
1 Check out Frequently Asked Questions (FAQs) and the solution search.
You recently bought a notebook (Notebook Professional 17) and have now detected astrange noise coming from your CD-drive. Check if you can find a solution.
1-1 Call E-Service ( B2C) via the following URL:
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&la
nguage=en
1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional17 Computer.
Field Name or Data Type Values
Product category PCShop Products
Product Notebook Professional 17
Check out the solutions provided and send one to your e-mail address.
1-3 You did not find a solution for your problem so far. Now try the solution search.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 353/416
© SAP AG CR800 8-42
2 Optional: Maintain Frequently Asked Questions (FAQs)
Complaints accumulate for the product T-VPR## (Printer configurable). Customers do notknow, what to do when the operating lamp is flashing. Create a FAQ on this topic.
2-1 Within the CRM start the FAQ maintenance for the item T-VPR## .
2-2 Search for a problem such as “operating lamp is flashing” and assign it to your
printer.
2-3 Check which hierarchy needs to be assigned to products so that they appear in E-
Service.
2-4 Assign the hierarchy (and category PC shop products) to your product THT-00-## in
the product master.
2-5 Call E-Service (B2C) again via the following URL and to check that a FAQ for your product T-VPR## now appears.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language
=en
3 Optional: Maintenance of the Solution Search
3-1 Log on to the CRM system and access to SE80. Select and display BSP application
CRM_BSP_FRAME , right click on select.htm page and choose Test . Choose Problems to create problems (symptoms) or Solutions to create solutions.
3-2 Create a problem (Type: High Tech) and attach a solution to it.
3-3 Start E-Service again and check if your problem/solution appears in the solution
search. Why is it not displayed yet?
3-4 Delta compile the knowledge database SDB.
3-5 Check again to see if your problem/solution appears in the solution search.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 354/416
© SAP AG CR800 8-43
4 Self-registration as a private consumer.
4-1 Call again the URL that starts the E-Service (B2C) scenario.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language
=en
4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet, youhave to create one. Choose Register .
Choose Registration Type Private Consumer.
Enter the following:
Title: Mr./Ms.
First Name: Jacky
Last Name: Johnson-##
Street / House Number: Marshall Rd. 8
Postal Code: 90210
City: Beverly Hills
Country/Region: United States California
E-mail Address: jacky.Johnson##@company.com
User ID: JJ##
Password/Confirm Password: welcome/welcome
Choose Submit . After the registration process is finished, close the window.
4-3 What did you just create in the CRM system?
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 355/416
© SAP AG CR800 8-44
5 Product registration
5-1 Log on to the E-Service with the user ID and password created in the exercise above.
5-2 Click on the link that leads you into the area where you can register products.
In the catalog area on the left hand side, navigate to the Laser Printer area and clickon the product Laser Allround .
Fill out product information.
Color type: Both
Resolution: 2400 dpi
Serial Number: 12345-##
Printer Speed (ppm): Up to 40 ppm
Purchase Date: Today
Choose Register , review the data and then choose Submit Registration.
6 Optional: Create a Service Request
6-1 Take a look at the list of registered products. You should see one line item. Choosethe Service Request link at the end of this line. A Service Request High Tech form is
displayed.
Enter the following data:
Priority: High
Subject: Printer is noisy
PC: Reason Code: Printer
Damage Code: Loud Noise
Reference Object: Registered Product
Description: <any>
Take a look at the warranty status.
Save the service request and note the number.
_____________________
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 356/416
© SAP AG CR800 8-45
6-2 Take a look at the service request within the PC UI (or the CRM) and confirm thatthis is the request that was created via E-Service.
URL: http://<webserverID>.wdf.sap.corp:1080/SAPPortal>
Log on to the portal with user SERVICEREP and password welcome.
Field Name or Data Type Values
Get Transaction number
Number The one from the exercise
above
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 357/416
© SAP AG CR800 8-46
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 358/416
© SAP AG CR800 8-47
Solutions
Unit: E-Service
Topic: FAQs
1 Check out Frequently Asked Questions (FAQs) and the solution search.
You recently bought a notebook (Notebook Professional 17) and have now detected a
strange noise coming from your CD-drive. Check if you can find a solution.
1-1 Call E-Service ( B2C) via the following URL:
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language=en
1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional 17
Computer.
Choose FAQs
Field Name or Data Type Values
Product category PCShop Products
Product Notebook Professional 17
Choose Search.
1-3 Check out the solutions provided and send one to your e-mail address.
1-4 You did not find a solution for your problem so far. Now try the solution search.
Choose on the link Solution Search and check the solutions.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 359/416
© SAP AG CR800 8-48
2 Optional: Maintain Frequently Asked Questions (FAQs)
Complaints accumulate for the product T-VPR## (Printer configurable). Customers do notknow what to do when the operating lamp is flashing. Create a FAQ on this topic.
2-1 Within the CRM start the FAQ maintenance for the item T-VPR##.
Start Tx CRMD_IIA_FAQ.
A product selection dialog box appears.
Use F4 function key to select the product T-VPR##.
You are now in the Frequently Asked Questions main screen.
Choose Change icon to switch to change mode.
2-2 Search for a problem such as “operating lamp is flashing” and assign it to your
printer.
Via find problems search for a problem. Use the F4 Help for the field Problem
number to find a problem specified above (problem number 2).
2-3 Check which hierarchy needs to be assigned to products so that they appear in E-Service.
Start Tx COMM_PRAPPLCAT in the CRM. The hierarchy ICSS is relevant for
E-Service.
2-4 Assign the hierarchy (and category PC shop products) to your product THT-00-## in
the product master.
CRM Master Data Products Maintain products
Assign hierarchy and category to the set type Product Categories.
2-5 Call E-Service (B2C) again via the following URL and to check that a FAQ for your
product T-VPR## now appears.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&l
anguage=en
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 360/416
© SAP AG CR800 8-49
3 Optional: Maintenance of the Solution Search
3-1 Log on to the CRM system and access to SE80. Select and display BSP applicationCRM_BSP_FRAME , right click on select.htm page and choose Test . Choose
Problems to create problems (symptoms) or Solutions to create solutions.
Choose Pages with Flow Logic and then Select.htm. Select F8 and log on with
your CRM user. Then choose Problems.You would normally call this functionality via the portal.
3-2 Create a problem (Type: High Tech) and attach a solution to it.
3-3 Start E-Service again and check if your problem/solution appears in the solution
search. Why is it not displayed yet?
The database needs to be compiled.
3-4 Delta compile the knowledge database SDB.
BSP application CRM_EI_CMP_ADMN in the CRM (transaction SE80)
default.htm F8
You would normally call this functionality via the CRM Portal Administrator role.
3-5 Check again to see if your problem/solution appears in the solution search.
4 Self registration as a private consumer
4-1 Call again the URL that starts the E-Service (B2C) scenario.
http://<webserver>:50100/icss_b2c/resetSession.do?scenario.xcm=IDESCRM800&language=en
4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet, youhave to create one. Choose Register .
Choose Registration Type Private Consumer.
Enter the following:
Title: Mr./Ms.
First Name: Jacky
Last Name: Johnson-##
Street/House Number: Marshall Rd. 8
Postal Code: 90210
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 361/416
© SAP AG CR800 8-50
City: Beverly Hills
Country/Region: United States / California
E-mail Address: jacky.Johnson##@company.com
User ID: JJ##
Password/Confirm Password: welcome/welcome
Choose Submit . After the registration process is finished, close the window.
4-3 What did you just create in the CRM system?
An Internet user (SU01) and a business partner account.
5 Product registration
5-1 Log on to the E-Service with the user ID and password created in the exercise
above.
5-2 Click on the link that leads you into the area where you can register products.
In the catalog area on the left hand side, navigate to the Laser Printer area and
choose the product Laser Allround .
Fill out product information.
Color type: Both
Resolution: 2400 dpi
Serial Number: 12345-##
Printer Speed (ppm): up to 40 ppm
Purchase Date: today
Choose Register , review the data and choose Submit Registration.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 362/416
© SAP AG CR800 8-51
6 Optional: Create a Service Request
6-1 Take a look at the list of registered products. You should see one line item. Choosethe Service Request link at the end of this line. A Service Request High Tech form is
displayed.
Enter the following data:
Priority: High
Subject: Printer is noisy
PC: Reason Code: Printer
Damage Code: Loud Noise
Reference Object: Registered Product
Description: <any>
Take a look at the warranty status.
Save the service request and note the number.
_____________________
6-2 Take a look at the service request within the PC UI (or the CRM) and confirm that
this is the request that was created via E-Service.
URL: http://<webserverID>.wdf.sap.corp:1080/SAPPortal>
Log on to the portal with user SERVICEREP and password welcome.
Path: Service and Support Orders
In the search area enter the following:
Field Name or Data Type Values
Get Transaction number
Number The one from the exercise
above
Choose Go.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 363/416
© SAP AG CR800 9-1
SAP AG2004
E-Analytics
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 364/416
© SAP AG CR800 9-2
SAP AG2004
E-Analytics
Overview E-Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 365/416
© SAP AG CR800 9-3
SAP AG2004
E-Analytics: Unit Objectives
At the conclusion of this unit you will be able to:
Explain what kind of analyses SAP offers to improve you
E-Commerce solution
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 366/416
© SAP AG CR800 9-4
SAP AG2004
E-Analytics I
Overview E-Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 367/416
© SAP AG CR800 9-5
SAP AG2004
E-Analytics Overview and Objectives
Provide Business Metrics to measure and optimize the
success of the interaction channel E-Commerce
Sales analyses of a Web shop:
Allow Web shop owners to analyze sales figures and sales-related
information of their Web shop
Technical analyses of a Web shop:
Allow Web shop owners to analyze the technical health and
performance of their Web shop
Customer Behavior analyses of a Web shop:
Allow Web shop owners to analyze how customers are navigating
through their Web shop
Sales Analyses: Based on CRM objects (order, quotation, contract); uses standard CRM Sales
Analytics Business Content (for orders, quotations, contracts) with a filtered view on the distributionchannel Internet; reports include Sales Statistics, Top n Products, Top n Customers, Top n Quotations,
Contracts
Technical Analyses: Based on analyzing Standard Web Log files; uses Web Site Monitoring;
reports include Status of Web site, Number of Hits/Page Views, External Referrers, Download Volume,
Server Load
Customer Behavior Analyses: Based on analyzing; uses Web Analytics; reports include Event
tracking (Top n viewed/added/deleted/ordered products), Conversion Rates (Login/Order, View/Order,
Add/Order)
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 368/416
© SAP AG CR800 9-6
SAP AG2004
E-Analytics II
Overview E-Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 369/416
© SAP AG CR800 9-7
SAP AG2004
Sales Analyses: Sales Order and Quotation Analysis
Examples of Reports include:
Quotation Success Rate
Incoming Sales Orders
Top Ten Products
Top Ten Customers
Examples of Reports include:
Quotation Success Rate
Incoming Sales Orders
Top Ten Products
Top Ten Customers
A range of analyses for sales quotations and sales orders that provide
detailed analytical information about the sales that have taken place in
your organization
SAP also offers sales analyses for contracts. Examples of reports include:
Completed Sales Contracts
Cancelled Sales Contracts
Top Ten Contracts
Products in Sales Contracts
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 370/416
© SAP AG CR800 9-8
SAP AG2004
Example of E-Analytics > Sales Analyses
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 371/416
© SAP AG CR800 9-9
SAP AG2004
E-Analytics III
Overview E-Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 372/416
© SAP AG CR800 9-10
SAP AG2004
Technical Analyses – What is Analyzed?
Web
LogFilesIP address of requesting client
HTTP response code
Date and time of a request
Browser type
Method
Bytes sent/received
Protocol version
Server IP
Referrer
J2EE App Server
Apache
IIS
etc.
„click“„click“„click“
„click“
„click“
Web Log Files can be written from every Web server
Problems obtaining information
Only records technical data when customers access a web site
It is difficult to track the order in which customers take actions
Details of dynamically generated pages are not visible
Misleading for Business Analysis
The main purpose is to record technical details of Web server activity
Logs how often certain files and graphics that appear on multiple pages are accessed
Cannot provide information about what a customer sees or the context in which customers act
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 373/416
© SAP AG CR800 9-11
SAP AG2004
Example of E-Analytics > Web Site Monitoring
A range of technical-focused reports that provide detailed analytical information to quickly detect
technical problems and to maintain a well functioning web shop.
Examples of delivered reports (queries) include:
Technical Status of Web site (0WEB_C01_Q0002): This query analyses the technical status of a
website. Analysis for broken links, download-volume, used protocols and methods, etc. for each
server per daily interval is possible.
Number of Hits (0WEB_C01_Q0001): This query displays the number of hits (the number of files
requested by a visitor) and the file-volume sent from the server to the client (in byte) per day.
User Data (0WEB_C01_Q0003): This query analysis (technical) user-specific data.
Top Ten External Referrers (0WEB_C01_Q0101): This query displays the top referrers.
Visits, Page Impressions, Hits (0WEB_C01_Q0102): This query displays the number of visits, pageimpressions, and hits.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 374/416
© SAP AG CR800 9-12
SAP AG2004
E-Analytics IV
Overview E-Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
sdf
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 375/416
© SAP AG CR800 9-13
SAP AG2004
Customer Behavior ...?
in a
Bricks and Mortar Store
in a
Web Shop
In a Web shop, all you know is what a customer ordered.
But you don not know what other products they considered …
Unlike in a bricks-and-mortar store, in a Web shop it is difficult to get information about what your
customers are doing while they are visiting your Web shop:
Brick-and-Mortar Store:
Customer walks along the shelves
Customer picks up an item and looks at it
Customer places it in the cart and moves on
Customer looks at additional items in the store, places a second item in the cart
Customer takes the first item back out of the cart
Customer goes to the register
Web Shop:
Customer browses the catalog
Customer looks at the detail view of the product
Customer places the item into the shopping basket
Customer continues browsing the catalog, places a second item into the shopping basket
Customer deletes the first item from the shopping basket
Customer places an order
In the end, in a Web shop, all you know is what a customer ordered. More importantly, you don‘t know
what other products they considered, or why they left – technical problems, availability, did not like
product details.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 376/416
© SAP AG CR800 9-14
SAP AG2004
Web Event Capture in mySAP CRM E-Commerce
Place order
Delete item
from basket
Add item
to basket
Create
basket
Change
basket item
View product
View
category Delete basket
Register
user User login
A set of Business Events is integrated in mySAP CRM E-Commerce
(B2B and B2C scenarios)
Predefined business events in SAP CRM E-Commerce to capture customer interaction in the Web shop
Business Event: specific action executed by the user that can be identified and recorded
Enables you to trace the customer's steps on the Web.
It is possible to replay customers sessions and so to see how customers moved in the shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 377/416
© SAP AG CR800 9-15
SAP AG2004
Data Captured per Event
Add Add
to basket to basket
………
<appevent status="OK" type="WebLogic" event="ADD_TO_BASKET"
timestamp="2001-08-26T09:56:17.904Z" app="SAP Internet Sales" >
<group type="Item" >
<var name="Description" value=""/>
<var name="Quantity" value="1"/>
<var name="OldQuantity" value="0"/>
<var name="AvailabilityDate" value="2001-08-26T12:00:00.000Z"/>
<var name="Unit" value="ST"/>
<var name="SKU" value="M-04"/>
<var name="ProductName" value="Sunny Extrem"/>
<var name="Availability" value=“0"/>
<var name="BasketID" value="3B87E9F1DD6D0057E10000000A1145B5"/>
<var name="Manufacturer" value=""/>
<var name="Currency" value="EUR"/>
<var name="BasketCategory" value=""/>
<var name="TotalPrice" value="10.00"/>
<var name="UnitPrice" value="10.00"/>
<var name="Category" value=""/>
</group>
</appevent>
………
Data associated with each event are captured in an XML file
similar to:
CreateCreate
basket basket
Modify Modify basket basket itemitem
Check the availability!
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 378/416
© SAP AG CR800 9-16
SAP AG2004
Example of E-Analytics > Web Analytics
A range of reports that provide detailed analytical information about how web shop customers navigate
through the web shop and what products they look at and buy.
Examples of Reports include:
Conversion Rate (0WEB_C04_Q0002_V02/V03):
Event Statistics (0WEB_C04_Q0002_V06)
Visitor Session (0WEB_C04_Q0002_V01)
Viewed Products (0WEB_C04_Q0001_V05)
Ordered Products (0WEB_C04_Q0001_V07)
Conversion Rate Analytics:
Measures the percentage of users in a given time frame that, when given the opportunity, choose tocomplete an action at your website. Conversion rate encompasses many aspects of your site, including
usability, site availability and performance, and even the importance of the task to your customer.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 379/416
© SAP AG CR800 9-17
SAP AG2004
E-Analytics V
Overview E-Analytics
Sales Analyses
Web Site Monitoring
Web Analytics
Architecture
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 380/416
© SAP AG CR800 9-18
SAP AG2004
E-Analytics Architecture
Interaction
usiness
Services
mySAP CRM
mySAP BW
Server
Web Site MonitoringE-Selling Analysis
Presentation
Browser
Browser
Browser
Browser
SAP J2EE Engine
Internet SalesBusiness Events
Business Event API
J av a C onn e c t or
J av a C onn e c t or
W e b S er v er
CRM Server
Request
Response
Java Servlet API
Capture Pipeline
Request
Response
Canister,
Indexer &
Extractor
Request
Response
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 381/416
© SAP AG CR800 9-19
SAP AG2004
Summary: E-Analytics Provides ...
Sales Analyses
Analyzing the most important Sales KPIs for your Web shop
Technical Analyses
Detecting and solving of server and other technical problems
Customer Behavior Analyses
Measuring the success of your E-Commerce channel
Understanding customer behavior in your Web shop and applying
business strategies accordingly in:
Sales and Marketing
Product Management
Product Catalog and Web Design
Further Information:
SAP Public Web: www.sap.com/crm
SAP Marketplace: http://intranet.sap.com/crm-e-commerce
SAP Help Portal: http://help.sap.com
(SAP Cross Industry Solutions ̈ SAP Customer Relationship Mgmt. ̈ SAP CRM 4.0 ̈ E-
Commerce ̈ E-Analytics)
SAP Solution Manager
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 382/416
© SAP AG CR800 9-20
SAP AG2004
E-Analytics: Unit Summary
You are now able to:
Explain what kind of analyses SAP offers to improve you
E-Commerce solution
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 383/416
© SAP AG CR800 Appendix-1
SAP AG2004
Appendix
8. E-Servicea) Solution Search
b) Service Request Management
c) Complaints and Returns Managementin E-Commerce
9. E-Analytics
Appendix
Units
1. Foundation and Architecture
2. Shop and User Management
3. Catalog Setup
4. Order and Contract Processing
5. Price Determination and ATP
Check
6. Additional E-Selling Scenarios
7. E-Marketing
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 384/416
© SAP AG CR800 Appendix-2
SAP AG2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 385/416
© SAP AG CR800 Appendix-3
SAP AG2004
Appendix
Usage of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 386/416
© SAP AG CR800 Appendix-4
SAP AG2004
SAP Solution Manager
SAP Solution Manager SAP Solution Manager SAP Solution Manager
Functional ImplementationFunctional Implementation
Technical ImplementationTechnical Implementation
Implementation ofOperations
Implementation ofOperations Support DeskSupport Desk
Services for OperationsServices for Operations
Solution MonitoringSolution MonitoringProviding tools, content,
procedures and services
to implement and operate
your mySAP Business Suite solution
SAP Solution Manager – a Customer Platform for Implementationand Operation of mySAP Business Suite
Implementation Operations
SAP Solution Manager supports you throughout the implementation and operation of SAP solutions. It
is a platform which supports the business solution life cycle, from the Business Blueprint through toconfiguration 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 include:
Contents for evaluating and implementing business solutions predefined by SAP.
The ASAP methodology for the implementation of business solutions.
Tried and tested implementation and test tools, for example the Implementation Guide (IMG) or the
Test Workbench.
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.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 387/416
© SAP AG CR800 Appendix-5
SAP AG2004
SAP Solution Manager – Use in Implementation
SAP Solution
AP Solution
Manager in
anager in
Implementation
mplementation
Configuration
Project
definition
Define Business
Blueprint
Customizing
synchronization
Authorization
Data
transfer
End user
training and
documentation
Testing
Projectphase
Roadmaps
Project AdministrationCrossfunctions
Projectactivities
Issue Tracking/Status Monitoring/Reporting
Developments
Define
system landscape
Focus of tool support
ProjectPreparation
BusinessBlueprint
RealizationGo Live
& SupportFinal
Preparation
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: Project Preparation: The Roadmaps contain information and procedures for all phases of your
implementation project. Your work with SAP Solution Manager really begins after the evaluation
phase. The first step is to define your project in SAP Solution Manager.You enter administrative data in
the Project Administration transaction (for example, details of project dates and resources). You set the
project scope and you define the system landscape you require for the implementation of your solution
during the project preparation phase.
Business Blueprint: You define a Business Blueprint by documenting the organizational units, master
data, business scenarios, and business processes you require 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.
Realization: You configure your business scenarios in the development system. You check the testcases 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 and 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.
Final Preparation and Go Live & 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.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 388/416
© SAP AG CR800 Appendix-6
SAP AG2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint Realization
Go Live &Support
FinalPreparation
Project Definition and Description
Project type
Naming, roles, and language
Project standards (status, keywords, and documentation
types)
Timeframe
Define System Landscape
Development
Quality Assurance
Production
…
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 389/416
© SAP AG CR800 Appendix-7
SAP AG2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint Realization
Go Live &Support
FinalPreparation
Define Business Blueprint via Business Process Repository
Customer Business Process requirements, analysis, documentation, and
management /scoping
Visualization of Standard Business Process by scenario description,
product documentation, demos, and transactions
Project-specific adaptation such as new processes and documentation at
each level (requirements, print outs, reports, and concepts)
Generation of Blueprint
Project Issue Management, Status Management
SAP Feasibility Check
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 390/416
© SAP AG CR800 Appendix-8
SAP AG2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint Realization
Go Live &Support
FinalPreparation
Configuration
Configuration guides for Standard Business Scenarios
Configuration support per scoped structure element such as product
documentation, IMG, non-ABAP configuration, BC sets, and CATTs
Project documentation such as customizing, modification, and
enhancements
Customizing synchronization
Testing
Define and maintain test cases, test catalog
Organize and perform testing in Test Workbench
Project Issue Management such as questions, errors,
requests, and messages to SAP
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 391/416
© SAP AG CR800 Appendix-9
SAP AG2004
How to Use SAP Solution Manager in a Project
ProjectPreparation
BusinessBlueprint Realization
Go Live &Support
FinalPreparation
End User Training and Documentation
Part of implementation content
Standard Business Process and Customer Business Process
documentation
Product documentation
Project Issue Management such as errors, requests, and
messages to SAP
SAP GoingLive Check
SAP EarlyWatch Check
Solution Manager for Operations
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 392/416
© SAP AG CR800 Appendix-10
SAP AG2004
Implementation Content
Structure items
for generic configuration
support
Scenarios
Solution
General Settings
Connecting Systems
Data Replication
Engines
Portals
Basic Settings for <Solution>
Basic Settings for <Key Capability>
Basic Settings for <Channel>
Basic Settings for <Technology>
<Product Version>
Configuration Structures
Master Data
Organizational Units
...
Business Processes
<Scenario>
<Scenario>
...
Scenarios
<Solution>
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 393/416
© SAP AG CR800 Appendix-11
SAP AG2004
Implementation Content – Assignments
Trans-
action
Docu-
mentationTransactions
IMG activities
Other
Docu-
mentation
(in the Help
Portal)
IMG
Docu-
mentation
Link to
With
Access
to
URLsGeneral Settings
Connecting Systems
Data Replication
Engines
Portals
Basic Settings for <Solution>
Basic Settings for <Key Capability>
Basic Settings for <Channel>
Basic Settings for <Technology>
<Product Version>
Configuration Structures
Master Data
Organizational Units
...
Business Processes
<Scenario>
<Scenario>
...
Scenarios
<Solution>
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 394/416
© SAP AG CR800 Appendix-12
SAP AG2004
Example: Configuration Concept for mySAP CRM 4.0
Basic
Settings
for
Enterprise
Marketing
Basic
Settings
for
Enterprise
Sales
BasicBasic
SettingsSettings
for for
EnterpriseEnterprise
ServiceService
Basic
Settings
for
Enterprise
Analytics
Basic Settings for mySAP CRM
Basic
Settings
for
E-Comm.
Basic
Settings
for
Field
Appl.
Basic
Settings
for
Interaction
Center
Basic
Settings
for
Channel
Mgmt.
M o
b i l e C R M
M o
b i l e R / 3
H a n d h e l d C R M
W i n C l i e n t
W e
b C l i e n t
I S A
C R M
I S A
R / 3
Basic Settings for all Business Scenarios
Basic Settings for all Business Scenarios
assigned to a Functional Key Capability
Basic Settings for all Business Scenarios
assigned to a Channel Key Capability
Business Scenarios and assigned settings
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 395/416
© SAP AG CR800 Appendix-13
SAP AG2004
Example: Basic Settings for any Handheld ServiceBusiness Scenario*
Basic
Settings
for
Enterprise
Marketing
Basic
Settings
for
Enterprise
Sales
BasicBasic
SettingsSettings
for for
EnterpriseEnterprise
ServiceService
Basic
Settings
for
Enterprise
Analytics
Basic Settings for mySAP CRM
Basic
Settings
for
E-Comm.
Basic
Settings
for
Field
Appl.
Basic
Settings
for
Interaction
Center
Basic
Settings
for
Channel
Mgmt.
M o
b i l e C R M
M o
b i l e R / 3
H a n d h e l d C R M
W i n C l i e n t
W e
b C l i e n t
I S A
C R M
I S A
R / 3
* Including
Analysis
Processes
For each Business Scenario the
required path is given in the
SAP Solution Manager
a
b
d
e
c
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 396/416
© SAP AG CR800 Appendix-14
SAP AG2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 397/416
© SAP AG CR800 Appendix-15
SAP AG2004
Deployment
Build Tool
Supports building of project specific Web applications based on
the Internet Sales applications
Separation of project specific code and code delivered by SAP
Automated build of project specific applications
Software Delivery Manager (SDM) support for project specific
applications
Standardized process for upgrading modified Web applications
to a newer support pack or a newer release
Report of differences of two SAP releases and project specific
modifications
Automated build of the project specific applications based on the
new SAP application
SDM support for reuse of deployment parameters
Documentation:
http://service.sap.com/crm-inst
Installation Guides mySAP CRM SAP CRM 3.1
Link: CRM E-Selling
Use:
XCM for configuration
Build Tool for modifications
SDM for deployment
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 398/416
© SAP AG CR800 Appendix-16
SAP AG2004
Build Tool – Difference Report
Upgrade Process:
Download new application
Extract it
Generate Difference Report
Review SAP differences (especially for files modified for the project and modified by SAP in the newer
version of the application)
If required, merge conflicting changes manually or by VCS tools (based on Difference Report)
Start automated build
Deploy new project specific application
Test
Customer Enhancements with Build Tool
Enhancements are stored in separate folder (application with own name, e.g., B2B_Modified)
Upgrade sequence: SDM EAR JSP_Modified
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 399/416
© SAP AG CR800 Appendix-17
SAP AG2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 400/416
© SAP AG CR800 Appendix-18
SAP AG2004
mySAP CRM E-Commerce Across All Industries
Consumer Products
High Tech & Electronics
Retail
Chemicals
Engineering &
Construction
Service Provider
Forest Products & Paper TelecommunicationsBuilding Materials, Clay & Glass
Oil & Gas
Metal ProductsUtilities
Automotive
Media
PharmaceuticalsTextiles ProductionsMiningPublic Sector Insurance
mySAP CRM Customers span the breadth of industries, including High Tech, Consumer Products,
Retail, Chemicals, and Engineering & Construction.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 401/416
© SAP AG CR800 Appendix-19
SAP AG2004
mySAP CRM E-Commerce – A Proven Success
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 402/416
© SAP AG CR800 Appendix-20
SAP AG2004
Manage a Complex Content and Demand Chain
Kimberly-Clarkruns mySAP CRM
Industry: Health Care Products
Scenario: Business-to-Business
Geography: USA
Kimberly-Clarkruns mySAP CRM
Industry: Health Care Products
Scenario: Business-to-Business
Geography: USA
“mySAP CRM E-Selling gave us the flexibility that we needed right from the beginning to push our
catalog content to any exchange, represent our brand strongly, and make it as easy as possible for our
business partners to engage in e-commerce with us.”
Ladd Nichols, Director of Global Strategic Information Systems, Kimberly Clark
“mySAP CRM E-Selling gave us the flexibility that we needed right from the beginning to push our
catalog content to any exchange, represent our brand strongly, and make it as easy as possible for our
business partners to engage in e-commerce with us.”
Ladd Nichols, Director of Global Strategic Information Systems, Kimberly Clark
Kimberly Clark runs mySAP CRM E-Selling in their health care products division. It is a B2B scenario
in the U.S.
Kimberly Clark has implemented multiple product hierarchies to manage content. Since content is is
strictly regulated in the health care industry, consistency of product-related, structured content is
critical. They sell complex products, such as surgical packs. Substitution of products has been
implemented, as well as cross-selling.
Kimberly Clark is dealing with complex content and a complex demand chain. They push their catalog
to procurement exchanges for their business partners, where they have connected E-Selling to E-
Procurement for Health Care Products.
Kimberly Clark runs mySAP CRM E-Selling in a heterogeneous environment; they run against multiple
backend systems, including non-SAP backends.
Through E-Selling, Kimberly Clark ensures ease of doing business for business partners, as well asstrong, centralized branding of their healthcare products.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 403/416
© SAP AG CR800 Appendix-21
SAP AG2004
Fast ROI with Sophisticated B2B Capabilities
Tyrolitruns mySAP CRM
Industry: Building Material
Scenario: Business-to-Business
Geography: Austria
Tyrolitruns mySAP CRM
Industry: Building Material
Scenario: Business-to-BusinessGeography: Austria
“mySAP CRM E-selling from SAP reduces our cost per transaction by processing customer orders
automatically. Our Customer Service spends less time performing administrative tasks and more time
developing customer relationships.”Marcus Pieber, e-commerce Manager, Tyrolit
- Customer account maintenance costs: down 80%*
- Total cost savings: 25%* * ROI Report 6/2002 by Peppers & Rogers
“mySAP CRM E-selling from SAP reduces our cost per transaction by processing customer ordersautomatically. Our Customer Service spends less t ime performing administrative tasks and more t ime
developing customer relationships.”Marcus Pieber, e-commerce Manager, Tyrolit
- Customer account maintenance costs: down 80%*
- Total cost savings: 25%* * ROI Report 6/2002 by Peppers & Rogers
Tyrolit runs mySAP CRM E-Selling to run their B2B site to sell building material in Austria and
Europe.
Tyrolit incorporates contracts and order templates (for simplified recurring orders for customers).
With mySAP CRM E-Selling, Tyrolit has reduced their cost per sales transaction and reduced their
administrative support in Customer Service.
Tyrolit went live in four months, using mostly standard functionality. Their ratio of implementation
costs to software costs was 2:1.
In an ROI study performed by Peppers and Rogers, Tyrolit estimates that customer account
maintenance costs have decreased by 80% with mySAP CRM and that their total cost savings is 25%.
In addition, Tyrolit has upgraded from mySAP CRM 2.0c to mySAP CRM 3.0
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 404/416
© SAP AG CR800 Appendix-22
SAP AG2004
Fiduciaruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Business
Geography: Germany
Fiduciaruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-BusinessGeography: Germany
“mySAP CRM E-Selling enables us to offer better services to our customers at lower costs. Thus, we
will build our Internet Sales Portal around mySAP CRM, making it our central sales channel for
standard offerings.“
Ingo Rieflin, Project Leader Fiducia Online Service
“mySAP CRM E-Selling enables us to offer better services to our customers at lower costs. Thus, we
will build our Internet Sales Portal around mySAP CRM, making it our central sales channel for
standard offerings.“
Ingo Rieflin, Project Leader Fiducia Online Service
95% cost reduction:Fiducia cut order handling costs
from $ 70 to $ 3.50 per order
Configure-to-order at Lower Costs
Fiducia runs mySAP CRM E-Selling to run their B2B site for selling hardware and services to banks in
Germany.
Fiducia sells ATMs, PCs, mainframes, and leases of their network in the Web shop. Fiducia uses the
SAP Internet Pricing and Configurator (IPC) to enable customers to configure the appropriate network
connections and hardware products, to meet their business needs. Fiducia utilizes the nested
configuration capabilities of the IPC to ensure that compatible products, components, and networks are
chosen for the customer. In addition, Fiducia uses ATP checking at the component level to provide
accurate online delivery commitments to customers.
Fiducia estimates a 95% cost reduction in their order handling with mySAP CRM E-Selling. With the
reduced time, cost, and errors in orders, Fiducia estimates that their order costs have dropped from $70
an order to $3.50 an order.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 405/416
© SAP AG CR800 Appendix-23
SAP AG2004
Online Customer Service Center
Canada Postruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Consumer
Business-to-Business
Geography: Canada
Canada Postruns mySAP CRM
Industry: Service Provider
Scenario: Business-to-Consumer Business-to-Business
Geography: Canada
Canada Post runs mySAP CRM E-Selling to enable business customers and end consumers to purchase
products, manage their accounts and monitor shipments online.
Canada Post combines both E-Selling and E-Service capabilities in their customer site. Canada post has
implemented a frameless UI for their Webshop for a very different look and feel that reflects their
corporate branding.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 406/416
© SAP AG CR800 Appendix-24
SAP AG2004
Customer Specific Catalog & Pricing
“When we decided to leverage the Internet as a strategic sales channel, we knew there was the potential
for channel conflicts with resellers. With the Internet Sales component, we found an option that was not
only well-suited to our needs and robust, but also easy to implement and flexible enough to offer the sales
channel options that are most comfortable for us, our customers, and our business partners.“
Mehrdad Laghaeian, Vice President of Information Technology, Osram
Osram Sylvaniaruns mySAP CRM
Industry: High Tech
Scenario: Business-to-Business
Geography: U.S.A.
Osram Sylvaniaruns mySAP CRM
Industry: High Tech
Scenario: Business-to-Business
Geography: U.S.A.
Osram Sylvania uses mySAP CRM to sell thousands of light bulbs, light systems, and diodes to
business customers over the Web. Because of the technical nature of their products, product details,PDFs, and specifications are a critical part of their catalog. In addition, Osram supports customer-
specific pricing and discounts, so they maintain over 2.5 million condition records, which are
automatically updated on the Web shop.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 407/416
© SAP AG CR800 Appendix-25
SAP AG2004
Make it an Impressive Customer Experience
Beck’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Consumer
Geography: Germany
Beck’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Consumer
Geography: Germany
“We wanted to help increase customer loyalty by making online shopping and customer interaction easy
and fun, at the same time leveraging analytics and campaign management capabilities as well as our
existing customer databases. SAP has fully met our expectations and helped us create the integrated CRM
and business processes necessary for success in a highly competitive global market.”
Oliver Braun, brand manager, Beck’s Germany
Though Beck’s traditional business model is to sell its products through an indirect channel of
distributors and retailers.
Beck’s uses mySAP CRM to sell logo merchandise, accessories, and collectables directly to end
consumers (and bars) via their corporate Web site. Corporate branding is critical for Beck’s; their goal
is to simply and easily distribute their branded merchandise to a wide audience. In addition, the
branding of their Web shop experience is very important to Beck’s.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 408/416
© SAP AG CR800 Appendix-26
SAP AG2004
KSBruns mySAP CRM
Industry: Engineering &
ConstructionScenario: Business-to-Business
Geography: Germany, Europe
KSBruns mySAP CRM
Industry: Engineering &
ConstructionScenario: Business-to-Business
Geography: Germany, Europe
Find the Right Spare Parts
KSB uses mySAP CRM to sells pumps and spare parts over the Web. Business customers use the
product configurator to customize the appropriate pumps to meet their business needs. KSB uses aguided selling search to lead customers to the right spare parts to meet their needs. KSB considers this
guided search functionality to be a competitive advantage for their business.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 409/416
© SAP AG CR800 Appendix-27
SAP AG2004
Migrosruns mySAP CRM
Industry: RetailScenario: Business-to-Consumer
Geography: Switzerland
Migrosruns mySAP CRM
Industry: Retail
Scenario: Business-to-Consumer
Geography: Switzerland
Convenience Shopping @ Migros
Migros uses mySAP CRM to sell groceries to consumers over the Web in Switzerland. Customers can
fill their baskets and schedule delivery dates and times online.
Coop, the other leading retailer in Switzerland, also uses mySAP CRM E-Selling.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 410/416
© SAP AG CR800 Appendix-28
SAP AG2004
Hershey’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Reseller
Geography: U.S.A.
Hershey’sruns mySAP CRM
Industry: Consumer Products
Scenario: Business-to-Reseller
Geography: U.S.A.
My Chocolate World
Hershey’s uses mySAP CRM to run their E-Commerce site for resellers. Resellers can place orders,
check on shipments, review invoices, and get product information online from Hershey’s OrderConnection.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 411/416
© SAP AG CR800 Appendix-29
SAP AG2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 412/416
© SAP AG CR800 Appendix-30
SAP AG2004
E-Service: Applicable & Targeted Industries (1)
All industries that provide services for their customers,
for example:
Automotive
Scheduled inspections and services
Contract and warranty services, product recall services
Engineering, Construction, Operations
Commissioning and decommissioning services
Preventive and predictive maintenance services
High Tech
Software/hardware installation and upgrade services
IT helpdesk support and hotline services
Industrial Machinery Components
Scheduled inspections and services
Break-fix repair services
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 413/416
© SAP AG CR800 Appendix-31
SAP AG2004
E-Service: Applicable & Targeted Industries (2)
Service Providers
Professional and consultancy services
Utilities and Telecommunications
Energy supply, connection, and meter reading services
Broadband, cable, mobile communication services
Consumer Services
Consumer appliance repair services
Home services (HVAC)
Complaints and returns processing
Contract and warranty services
Public Sector
Public administration services via the Internet
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 414/416
© SAP AG CR800 Appendix-32
SAP AG2004
Appendix
Use of the Solution Manager
Deployment
Live customers with CRM E-Commerce
E-Service: Applicable Targeted
Industries
Dynamic Personalization
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 415/416
© SAP AG CR800 Appendix-33
SAP AG2004
Dynamic Personalization
E-Selling Dynamic
Personalization
Utilizes the E-Selling
Personalization Engine
Enables the presentation of
dynamic product
recommendations, personalized
content, and real-time
suggestions/help/ideas
The personalized features can
be driven by actual user
behavior: contents of the
shopping basket, click streambehavior, and so on
Dynamic Personalization differs from static personalization in that it interacts with the users in a much
more extensive nature. Dynamic Personalization can change the way the UI is displayed, via pop-upwindows or physically altering the base window. So, the UI itself can appear differently to different
users. As an analogy, think of a salesperson accompanying you through a department store and
answering your questions, pointing out special offers, and suggesting alternative (or additional)
products based on what you have seen.
7/18/2019 CR800 Eselling
http://slidepdf.com/reader/full/cr800-eselling 416/416
SAP AG2004
People-centric Internet Sales: Dynamic Personalization
Personalization
Engine
Web-based
Personalization
administration
Allows user to define
rules to react to user
data, current activity
Rules can trigger
personalized content,
product
recommendations or
other actions
Buying experience can
be influenced real-time
(e.g., based on
shopping basket
content)