Cr800 Sap Crm e Commerce

© 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

CR800CRM E-Commerce (E-Selling, E-Service)

SAP R/3 Enterprise – SAP CRM 4.0 (BBP release)

2004/Q2

Material number 50067916


SAP AG 2004

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 software

vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries,

pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered

trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium,

Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented

by Netscape. MaxDB is a trademark of MySQL AB, Sweden. 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.


SAP AG 2004

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


SAP AG 2004

Target Group – Duration

Target Groups:Employees of companies involved in implementingmySAP 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.


SAP AG 2004

Course Objectives

This Course will enable you to:Customize the mySAP CRM E-Commerce (E-Selling and E-Service) scenariosOutline the different features of the B2C and B2B Web shopsCustomize the E-Commerce specific aspects of the Customer Relationship Management (CRM) system.Create and maintain your own catalog as well as your own Web shopEnhance the Web shop with additional features such as Upselling, Accessories, Product Recommendations, Contract Negotiation, Request for Quotation, Batches, and so on


SAP AG 2004

Course Agenda

8. E-Servicea) Solution Searchb) Service Request Managementc) Complaints and Returns Management

in E-Commerce

9. E-Analytics

Appendix

Units1. 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


SAP AG 2004

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.

© SAP AG CR800 1-1

SAP AG 2004

Foundation and Architecture


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 1-2

SAP AG 2004

Foundation and Architecture

E-Commerce within mySAP CRM

E-Selling Shops (B2B and B2C)

E-Commerce within SAP Solution Manager

E-Selling Architecture

© SAP AG CR800 1-3

SAP AG 2004

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 SAPSolution Manager

Describe the main components of the architecture

Delineate the usage of a Web shop within Channel Management

© SAP AG CR800 1-4

SAP AG 2004

Foundation and Architecture I


Delivered E-Selling Shops (B2B and B2C)

E-Commerce within the Solution Manager


© SAP AG CR800 1-5

SAP AG 2004

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.

© SAP AG CR800 1-6

SAP AG 2004

Customer Centric Business with mySAP CRM

mySAP CRM E-CommerceTurn 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 that

companies 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 customer service 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.

© SAP AG CR800 1-7

SAP AG 2004

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 shopB2C 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

…

© 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 of technical aspects regarding the availability and performance of Web servers and Web pages, and the examination of customer behavior on individual Web pages.

© SAP AG CR800 1-9

SAP's solutions for selling products over the Internet are SAP CRM E-Commerce and SAP Internet Sales R/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 sales

channel 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

© SAP AG CR800 1-10

…

© 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.

© SAP AG CR800 1-12

SAP AG 2004

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

CollaborativeShowroom

Partner Portal

For more information see classCR870 CRM Channel Management

For more information see classCR850 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

© SAP AG CR800 1-13

SAP AG 2004

Customer Portal: E-Commerce within a Portal

Web shop

E-ServiceBilling

(Biller direct)

E-Analytics

The Customer Portal provides a single point of access toE-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.

…

© 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)

© SAP AG CR800 1-15

SAP AG 2004

Accessing a solutions databaseFrequently asked questionsCreating and updating service requestsComplaint handlingMaintaining 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.

© SAP AG CR800 1-16

SAP AG 2004

Channel Management: E-Comm. with Channel Partners

Collaborative Showroom

Joint Web shop offering ofthe brand owner and hischannel partners tocustomers

Partner Portal

Brand owners providepartners with self-servicecapabilities, as well asrelevant information andcontent, critical businesstransactions and powerfulanalytics.

Incorporate partners in your E-Commerce strategy andenable collaborative selling across organizational boundaries

Channel Manager

Customer

ChannelPartner

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.

© SAP AG CR800 1-17

SAP AG 2004

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 classCR870 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

© SAP AG CR800 1-18

SAP AG 2004

Foundation and Architecture II





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

© SAP AG CR800 1-19

SAP AG 2004

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 product proposals.

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

…

© 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.

© SAP AG CR800 1-21

SAP AG 2004

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

…

© 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

© SAP AG CR800 1-23

SAP AG 2004

Foundation and Architecture III





© SAP AG CR800 1-24

SAP AG 2004


• 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 to the 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.

© SAP AG CR800 1-25

SAP AG 2004

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


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


Shop Management

Web Auctions

E-Selling

Complaints and Returns Management

Service Request Management

Solution Search



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 is delivered 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)

© SAP AG CR800 1-26

SAP AG 2004

Foundation and Architecture IV





© 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)

© SAP AG CR800 1-28

SAP AG 2004

SAP Internet Sales: Efficient Load Distribution

Front Office Service20%

BackendExecution

4-5%Web Platform

75%

CRMSAP R/3

.

.

.IPCIndex (IMS)

CatalogConditionsConfigurationKnowledge

Quotation/availability checkPersonalizationOrder

Front Office Service20%

Execution4-5%

Web Platform75%

Front EndThe user interaction in Web stores generates a typical workload

OrderPicking,packaging,shipping

Browse through catalogSearchConfigure and priceChoose

© SAP AG CR800 1-29

SAP AG 2004

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 J2EE ApplicationApplication ServerServerWeb 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

© SAP AG CR800 1-30

SAP AG 2004

<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 contentStatic content (HTML, Plain Text, XML)

Dynamic content (Scripts, Directives)

JSP pages are good at producing lots of textual outputNot 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).

© SAP AG CR800 1-31

SAP AG 2004

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 Java SAP Java ConnectorConnector

BLS Layer

J2EE Application Server

Internet Sales Web Application

XCM

OtherOther connectorsconnectorse.ge.g. . socketssockets/JDBC/JDBC

JSP = Java Server PagesBO = Business ObjectsBLS = Business LogicServicesEIS = Enterprise Information SystemXCM = ExtendedConfiguration Management

JSP = Java Server PagesBO = Business ObjectsBLS = Business LogicServicesEIS = Enterprise Information SystemXCM = ExtendedConfiguration 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.

© SAP AG CR800 1-32

SAP AG 2004

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 customer places 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

© SAP AG CR800 1-33

SAP AG 2004

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 customerData 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 customerData 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

© SAP AG CR800 1-34

SAP AG 2004

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

© SAP AG CR800 1-35

© 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 discuss their 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.

© 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 to receive personalized product recommendations. To maintain your customer profile, you first have to create a user.

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 values to the attributes.

Select the desired values and choose Save customer profile.

© 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 to reenter 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 the Standard 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.

© 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:


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?

________________________________________________________

________________________________________________________

________________________________________________________

© SAP AG CR800 1-40

(optional)

Unit: Foundation and Architecture Topic: Status Change


• Describe and explain the order status mechanism between R3 – CRM and Internet Sales

• Process the created order in the backend system and check the status changes in CRM and in the WebShop

5 Process the created order in the backend system and check the status changes in CRM and 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 WebShop PC4YOU_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 Sales Order


Shipping point 3800

Selection date One week in the future

Order Order number from created order

© 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.

© 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:


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. To maintain 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: ________________________________________

© SAP AG CR800 1-43

House No. and Street: ________________________________________

© SAP AG CR800 1-44


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.

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 values to 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.

© 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, you would 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

© 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.


The last “X” stands for the last digit of your client.

Example: If your CRM client is 801, type:


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 Deliver to address column at heater level. Create an order.

Choose the Order button and confirm with OK.

© 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

© SAP AG CR800 1-48

© 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 CRM and in the WebShop

5-1 Check the status of your order in the CRM system


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


Shipping point 3800

Selection date One week in the future

Order Order number from created order

Enter and Save.

© 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.

© SAP AG CR800 2-1

SAP AG 2004

Shop and User Management


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 2-2

SAP AG 2004

Shop and User Management: Unit Overview

Shop Management

User Management

Super User Management

© SAP AG CR800 2-3

SAP AG 2004

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

© SAP AG CR800 2-4

SAP AG 2004

Shop and User Management I

Shop Management

User Management


© SAP AG CR800 2-5

SAP AG 2004

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 Management http://web-server:port/shopadmin/shopadmin/init.do

New Web-based Shop Management http://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.

© SAP AG CR800 2-6

SAP AG 2004

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.

© SAP AG CR800 2-7

SAP AG 2004

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 *•• AuthorizationAuthorization•• User Administration *User Administration *

CatalogCatalog•• Product Catalog data *Product Catalog data *

Control AControl Areasreas

MarketingMarketing•• Global Product Global Product

RecommendationRecommendation•• Personalized Product Personalized Product

RecommendationRecommendation•• CrossCross--,Up,Up--Selling, Selling,

AccessoriesAccessories

OrderOrder•• 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

© SAP AG CR800 2-8

SAP AG 2004

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 emptyall users can enter shop

Authority group filledOnly 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.

© SAP AG CR800 2-9

SAP AG 2004

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)


Product Catalog


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.

© SAP AG CR800 2-10

SAP AG 2004

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



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.

© SAP AG CR800 2-11

SAP AG 2004

Shop and User Management II

Shop Management

User Management


© SAP AG CR800 2-12

SAP AG 2004

SAP R/3 SAP R/3 SystemSystem

B2C Scenario: General Procedure

B2C Web Shop

Consumerregisters

CRM SystemCRM System

UploadUpload

22

11

33SAP R/3 customer master recordcreated

Automatic creation of a newbusiness partner master record

Role consumer Classification consumerData also retrieved from Reference Business Partnerfor 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

© SAP AG CR800 2-13

SAP AG 2004

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).

© SAP AG CR800 2-14

SAP AG 2004

Shop management: General Information

Registration: Selectable Countries

Web Shop Web Shop Control ParametersControl Parameters Restrict address entry tocertain countries

Restrict address entry toRestrict address entry tocertain countriescertain countries

User Administration

Country group

Registration

US

Define country groups in Customizing

Define country groups Define country groups in Customizing in Customizing

TitleFirst NameLast NameHouse No/ StreetCityCountry

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). The country 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).

© SAP AG CR800 2-15

SAP AG 2004

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. PartnerName 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 (Reference Business Partner for B2C Customer).

© SAP AG CR800 2-16

SAP AG 2004

B2B Scenario Overview

B2B Web Shop

Log on Change Password

User IDKWiga

Password

********

Customer (contact person)

logs on to B2B Web Shop

User Management (UM)

User ID*E-mail*For the companies

Authorizations*

SAP R/3 SAP R/3 SystemSystemCRM SystemCRM System

DownloadDownloadA customer master record

Automatic creation of Sold-to party (from SAP R/3)Contact Person (from UM)Internet User (from UM)

1122 44

5533

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

© SAP AG CR800 2-17

SAP AG 2004

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 userSearch for existing Internet usersMaintenance of Internet user

Lock/unlock Password resetChange of user data Change of company assignmentChange of role assignment

Delete Internet userE-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 userSearch for existing Internet usersMaintenance of Internet user

Lock/unlock Password resetChange of user data Change of company assignmentChange of role assignment

Delete Internet userE-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)

© SAP AG CR800 2-18

SAP AG 2004

B2B Scenario Overview: Existing Contact Person

B2B Web Shop

Log on Change Password

User IDMiller

Password

********

Customer (contact person)

logs on to B2B Web Shop

SAP R/3 SAP R/3 SystemSystemCRM SystemCRM System

DownloadDownload A customer master recordwith a maintained contact person0

Automatic creation of twobusiness partners:1. Sold-to party2. Contact personManual creation of Internet User

1122

33

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).

© SAP AG CR800 2-19

SAP AG 2004

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

BusinessBusinessPartnerPartner

Linked by central person object (SU01) orby using the same Identification (SU05)

InternetInternetUserUser

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

…

© 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

© SAP AG CR800 2-21

SAP AG 2004

How to Create an Internet User

SU05SU05UserUser


SU01SU01UserUser


B2BB2B: Via transaction SU05ID = BPnumberType = BUS1006

B2CB2C: 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)

B2CB2C: 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)

…

© 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).

© SAP AG CR800 2-23

SAP AG 2004

Shop and User Management III

Shop Management

User Management


© SAP AG CR800 2-24

SAP AG 2004

Web Shop ManagerWeb Shop Manager

Normal Shop User(Contact Person)

Normal Shop User(Contact Person)

Additional SuperuserAdditional Superuser

Superuser Concept: Overview

SuperuserSuperuser

CustomerCustomer--sideside

creates

creates

create

s

creates

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

© SAP AG CR800 2-25

SAP AG 2004

Super User Concept: Benefits

Cost reductionPossibility to relocate the effort to create and administrate Internet Sales users from the Web shop administrator onthe seller side to special users (superusers) on the customer side

Self serviceMulti level superuser concept enables a professional user administration on customer side

Faster and better access control to the Web shop

© SAP AG CR800 2-26

SAP AG 2004

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

© SAP AG CR800 2-27

Exercises

Unit: Shop and User Management Topic: Shop Management


• 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=IDESCRM80X

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.


WebShop ID ZB2CSHOP##

Description B2C WebShop for gr. ##

Country group US

Catalog PCSHOP

Variant VAR_EN

Transaction type ZIS

© SAP AG CR800 2-28

2 Create a B2B WebShop for the additional exercises.


http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X 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.


WebShop ID ZB2BSHOP##

Description B2B WebShop for gr. ##

Partner Function Contact Person 00000015

Country group US

Catalog PCSHOP

Variant VAR_EN

Transaction type ZIS


3 Access your B2C and B2B shop using the following URLs and check if your shop appears in the shop list.

B2B: <http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X&language=en>

B2C: <http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X&language=en>

X=last digit of your client (for example, “0” if the CRM client is “800”)

© SAP AG CR800 2-29

Unit: Elements of CRM Topic: User Management


• 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 the customer Happy Store and then create an order for this customer in the B2B 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 CRM

system 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 name

461 and password welcome.

© SAP AG CR800 2-30

4-6 Create a new contact person for the customer Happy Store (BP number: 3995) using this Web-based user management application.


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 and call up the B2B scenario.


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 are assigned to this order.

Menu path: SAPmenu→ Sales Maintain Sales Transactions

Sold-to party:

Contact Person:

© 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 additional

contact persons.

5-1 Start the Web-based User Management application http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X


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 the Web-based User Management application.


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##



____________________________________________________

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 compared to exercise 4, when you created contact persons as a WebShop manager?

_________________________________________________________________ _________________________________________________________________ _________________________________________________________________

© SAP AG CR800 2-32

© 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.


http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X


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: PCSHOP Variant: VAR_EN

Choose Order tab. Transaction type: ZIS


2 Create a B2B WebShop for the additional exercises.


http://<webserver:port>/shopadmin/shopadmin/init.do?scenario.xcm=IDESCRM80X


2-2 Log on with your CRM user name.

© 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: 00000015 Country group: US

Choose the Catalog tab. Catalog: PCSHOP Variant: VAR_EN

Choose Order tab. Transaction type: ZIS


3 Access your B2C and B2B shop using the following URLs and check if your shop appears in the shop list.

B2B: <http://<Webserver:port>/b2b/b2b/init.do?scenario.xcm=IDESCRM80X&language=en>

B2C: <http://<Webserver:port>/b2c/b2c/init.do?scenario.xcm=IDESCRM80X&language=en>


© 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 and then 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


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 CRM

system 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, owns the authorizations for a WebShop manager.

2-5 Start the Web-based user management application again and log on with user name 461 and the password welcome.

© SAP AG CR800 1-2

2-6 Create a new contact person for the customer Happy Store (BP number: 3995) using this 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.



____________________________________________________

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.

© SAP AG CR800 1-3

2-11 Now log on with your new contact person to the B2B Web shop. Start your browser and call up the B2B scenario.


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 to this 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 additional

contact persons.

5-1 Start the Web-based user management application.

http://<webserver:port>/useradmin/useradmin/init.do?scenario.xcm=IDESCRM80X


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 the Web-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

© 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.


____________________________________________________

5-5 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 compared to 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.

© SAP AG CR800 3-1

SAP AG 2004

Catalog Setup


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 3-2

SAP AG 2004

Catalog Setup

Catalog Setup

Maintenance (Web interface/SAPGui)StructureViewsList of CharacteristicsDocumentsTextsEnhancementsCatalog 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

© SAP AG CR800 3-3

SAP AG 2004

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

© SAP AG CR800 3-4

SAP AG 2004

Catalog Setup

Catalog Setup


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.

© SAP AG CR800 3-5

SAP AG 2004


Create and manage catalogs via Web UIFull access for catalog administrator

Same functionality as online transaction in CRMCreate, 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

© SAP AG CR800 3-6

SAP AG 2004

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.

© SAP AG CR800 3-7

SAP AG 2004

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

Index Index ServerServer

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 quickly and 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.

© SAP AG CR800 3-8

SAP AG 2004

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 header 2. 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.

© SAP AG CR800 3-9

SAP AG 2004

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 which documents 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.

© SAP AG CR800 3-10

SAP AG 2004

Catalog Type: Manual and/or Automatic Assignment

Manual Item AssignmentEach product has to be assigned manually to a product catalog area

Automatic Item AssignmentThe 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

© SAP AG CR800 3-11

SAP AG 2004

Variants

ObjectiveTo use one catalog (with the same dataset) for several languages,

currencies, pricing models, and distribution chains

LanguageSpecifies the language of the product data

Currency, Currency 2Specifies the primary and secondary currency

Sales organizationOrganizational unit – is used as a default value to generate a sales order created in the Web shop

Responsible Org.UnitIs used for partner determination within created orders

Distribution channel Organizational unit – is used as a default value to create a sales order

Pricing procedureIs used to determine prices in the Web shop

Unit of measure typeSpecifies the unit of measure type for the products in the Web shop (base unit of measure, sales unit, for example)

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 different catalog 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

© SAP AG CR800 3-12

SAP AG 2004

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.

© SAP AG CR800 3-13

SAP AG 2004

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).

© SAP AG CR800 3-14

SAP AG 2004

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 LanguageComputer 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

© SAP AG CR800 3-15

SAP AG 2004

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

© SAP AG CR800 3-16

SAP AG 2004

1. A view represents a product catalog filter

2. Views can be used when catalogs are displayed in theWeb 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 if the 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

© SAP AG CR800 3-17

SAP AG 2004

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 to sell a particular range of products to a selected group of business partners (or target groups) within a specified interval.

© SAP AG CR800 3-18

SAP AG 2004

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 variantwith 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

© SAP AG CR800 3-19

SAP AG 2004

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 ofa 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 proposed from 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.

© SAP AG CR800 3-20

SAP AG 2004

Adding Product Attributes to the Catalog

List of CatalogCharacteristics

Attribute(product master)

catalog header catalog area

Set Up

Use

Set Type(product master)

standard characteristic

standard characteristic

master 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 is assigned 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.

© SAP AG CR800 3-21

SAP AG 2004

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, product and 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.

…

© 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).

© SAP AG CR800 3-23

SAP AG 2004

Indices after Replication (on TREX)

SS

A PS

S

S

Exist both per product catalog variant

S-indices exist only for LOCsassociated 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.

© SAP AG CR800 3-24

SAP AG 2004

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 JSPsout 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 product or 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.

© SAP AG CR800 3-25

SAP AG 2004

Document Types in the Catalog

Exam

ple

of a

cat

alog

pag

eNotebooks

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)

Document3D area screen as O2CPDF document (area)

Document typeECO_O2C

ECO_PDFA

DocumentPDF document (item)

Document typeECO_PDFI

Within other catalog areas you will find otheruseful accessories.

Notebooks are built in

europe and have the most

excitingfeatures.

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).

© SAP AG CR800 3-26

SAP AG 2004

Document Types in the Catalog – Configuration

5. Maintain texts for products, items or areas6. Replicate and publish catalog

1. Document Class2. Document Type3. Templates for Folders4. Catalog Type

Configuration Steps:

Cus

tom

izin

g

DocumentPDF document (item)

Document TypeECO_PDFI

Document3D area screen as O2CPDF document (area)

Document TypeECO_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

© SAP AG CR800 3-27

SAP AG 2004

Text Determination in the Catalog

Exam

ple

of a

cat

alog

pag

eNotebooks

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)

TextArea headline

Area description

Text typeZ001Z002

TextItem description

Text typeZ005

Within other catalog areas you will find otheruseful accessories.

Notebooks are built in

Europe and have the most

excitingfeatures.

Text on area level

Text on item level

1) PDF: portable document format

Side textFooter

Z003Z004

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 Determination Procedure. Choose PCAT_CTY and the det. Procedures can be entered that are used in the catalog.

© SAP AG CR800 3-28

SAP AG 2004

Text Determination in the Catalog – Configuration

5. Maintain texts for products, items or areas6. Replicate catalog

1. TextID for PCAT_CTY/PCAT_ITM2. Text Type3. Text det. procedure4. Catalog Type

Configuration Steps:

Cus

tom

izin

g

TextItem description

Text TypeZ005

TextArea headline

Area description

Text TypeZ001Z002

7. Change JSP User Interface

Side textFooter

Z003Z004

Templates

TextID and text types: IMG activity: Define Text Objects and Text Types

Text determination procedure: IMG activity: Define Text Determination Procedure

© SAP AG CR800 3-29

SAP AG 2004

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 DataPCAT_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

…

© 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

© SAP AG CR800 3-31

SAP AG 2004

XML Export of Product Catalog

Catalog Data

Business Partner

Connection Parameters

Export ParametersProduct catalogCatalog variantVersion (active, inactive)

Business partner number(used for individual pricing)

Use SAP Business Connectoror download files(output parameters)

CRMProduct Product Catalog Catalog

XML

To marketplacesOr printed catalogs…

To marketplacesOr 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.

…

© 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 connector is 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.

© SAP AG CR800 3-33

SAP AG 2004

Implemented XML formatsX: 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 ExportPCAT_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 BusinessConnector 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.

© SAP AG CR800 3-34

SAP AG 2004

You can decide whether the file created for the XML export should contain product order numbers or the product ID

Product Order Number

CRM

Product Product catalog catalog

withwith

Product Product 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

© SAP AG CR800 3-35

SAP AG 2004

External Catalog Integration: Overview

SAP CRM

Product Product catalog catalog

ExternalExternalproduct product catalogcatalog

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.

© SAP AG CR800 3-36

SAP AG 2004

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, distribution channel, 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).

© SAP AG CR800 3-37

SAP AG 2004

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

© SAP AG CR800 3-38

SAP AG 2004

Catalog Setup II

Catalog Setup


Collaborative Views

© SAP AG CR800 3-39

SAP AG 2004

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)

ComputersPrinters

ComputersScanners

creates

creates

In WebShop

In WebShop

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 (on vendor-side).

© SAP AG CR800 3-40

SAP AG 2004

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

© SAP AG CR800 3-41

SAP AG 2004

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

© SAP AG CR800 3-42

© SAP AG CR800 3-43

Exercises

Unit: Catalog Setup Topic: Product Catalog


• Outline how a catalog is defined, activated, and replicated

• Describe how multi-media objects can be integrated in the product catalog

• 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)


Product Catalog name ZCAT##

Catalog type Both

Description Catalog for group ##

Language English

© SAP AG CR800 3-44

Variants


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

Save your entries.

1-2 In the Main Areas tab, create a structure for your product catalog. First define a Scanners catalog area


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.

© 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 activated elements 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:


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.

© SAP AG CR800 3-46

© SAP AG CR800 3-47

Unit: Catalog Setup Topic: Catalog Views


• 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: Printers Mark the Automatic Assignment checkbox.


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

© SAP AG CR800 3-48

2-3 Add the catalog to your B2B WebShop.


Log on with your CRM user.

WebShop: ZB2BSHOP## Replace the existing catalog and variant with your catalog data: Catalog: B2BCAT## Variant: VARIANT_EN_##

© SAP AG CR800 3-49

2-4 Start your browser and call up the B2B scenario.


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 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.


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 ##

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 and all 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.


2-8 Log on to your B2B WebShop with your contact person and check whether the catalog view that you have created appears.

© SAP AG CR800 3-50

© SAP AG CR800 3-51

(optional)

Unit: Catalog Setup Topic: Copying Catalog Areas


• 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.


Variants

Catalog variant: VARIANT_EN_##


Name ZCAT##_2

Catalog type Both

Description Second catalog for group ##


Description US variant

Language English

Currency USD

Unit of measure type Base unit of measure



Pricing procedure RVCXUS

© 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.

© SAP AG CR800 3-53

Unit: Catalog Setup Topic: Product Catalog/Catalog Characteristics


• 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_##.


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: ______________________________________

© SAP AG CR800 3-54

4-2 Maintain a lists of catalog characteristics (LOC) for your product catalogs ZB2CCAT## and B2BCAT##. 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 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:


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 since

for all products in the area Printers Save your entries

4-2-4 Perform an update replication for your product catalog.



Additional fields for an extended search should now be displayed. Enter a search term and start the search.

© 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_##


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 ZB2BCAT##.

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?


4-4-5 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-##

© SAP AG CR800 3-56

© 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 catalog ZB2CCAT##.

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.


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.)


5-4 Start your browser and call up the B2C scenario.


Check whether your products are now provided with images.

© SAP AG CR800 3-58

© 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 your CRM system)

Description Document class MP3 for group ##

MIME type audio/mp3

© SAP AG CR800 3-60

6-4 Create a document type called Z##_AU_XXX and assign it to the document class you created in the previous exercise.

Customizing → SAP Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink → Basic Customizing → Edit Document types


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##.


Field Name or Data Type Description or Values

Product catalog ZTEST##

Catalog type Catalog type for group##

Catalog description Text of your choice

© 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.


Catalog area Area_1

Description Any

6-8 Call up the header data of the catalog area you just created and search for the new document type.

© SAP AG CR800 3-62

© 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 dependent entries.

Call your copy of the text determination procedure TS## and assign the Text determination procedure for group ## description.


TextDetermProc. TS##

Dscrptn proc. Text determination group ##

© 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


Text ID ZX## (X stands for the last digit of your client)

Description Footer for group ##

7-3-3 Assign the new text type to your text determination procedure TS##.



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).



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

© 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.


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


Catalog variant VARIANT_EN_##

Description US variant/USD

Language English

Currency USD (American Dollar)



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

© 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.


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 then the 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.

© SAP AG CR800 3-67

1-5 To access the product catalog with the browser, you have to add your catalog to your WebShop.


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 replicated to the index server.


Log on with your CRM user name and choose the Replication link.

Specify the following parameters for the replication:


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.



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.

© SAP AG CR800 3-68

© 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: Printers

Mark 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##.

© 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.


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.


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

© 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 upper screen 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.




Log on with your CRM user name and choose the Replication link. Choose the Update Replication button, select your catalog, and select the Update Replication button.

2-8 Log on to your B2B WebShop with your contact person and check whether the catalog view that you have created appears.

© SAP AG CR800 3-72

© 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.


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 ##


Description US variant

Language English

Currency USD

Unit of measure type Base unit of measure



Pricing procedure RVCXUS

© 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 the Change 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.


3-1-2 Look at the catalog you have just created and modify it as necessary.

© 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.


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.

© 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 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 (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.

© 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 entries

Deactivate the product (by choosing the Deactivate button) and maintain the fields. Then activate the products and the catalog area.


Select the Replication link in the second level navigation and then Update Replication.

Product Catalog: ZCAT##

Choose Update Replication.



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.

© 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##02 Description: List of catalog characteristics 2 ## Assign the set type : ZDESIGN_## URL: http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X 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.


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 appear for product THT-00-##.

© 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.


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.)


Select the Replication link in the second level navigation and then Update Replication.

5-4 Start your browser and call up the B2C scenario.


Check whether your products are now provided with images.

© SAP AG CR800 3-80

© 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.


Select the row with the catalog type BOTH.

Select the Copy as… pushbutton or choose: Edit → Copy as... Field Name or Data Type Values

Catalog 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.

© 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 your CRM 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 you

created in the previous exercise.

Customizing → SAP Web Application Server → SAP Web Application Server → Basis Services → ArchiveLink → Basic Customizing → Edit Document types

Choose the New entries button.


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 and maintain value Z##_AU_XXX for the document type.

Save your entries.

© SAP AG CR800 3-83

6-5 Assign your folder template to your catalog type Both_Area_##_XXX.


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##.


Log on with your CRM user, select the Product Catalog link and choose Create:


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.


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 new document 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.

© SAP AG CR800 3-84

© 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?


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?


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)

© 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


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.


Text ID ZX## (X stands for the last digit of your client)

Description Footer for group ##

Save your entries.

© SAP AG CR800 3-87

7-3-3 Assign the new text type to your text determination procedure TS##.



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## (from

the previous exercise on document 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

© SAP AG CR800 4-1

SAP AG 2004

Order and Contact Processing


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 4-2

SAP AG 2004

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:


RFQ Processing

Batches


Customer Specific Views for External Catalogs

OCI Enhancements


© SAP AG CR800 4-3

SAP AG 2004

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

© SAP AG CR800 4-4

SAP AG 2004

Order and Contract Processing I

Order Processing

Batches and product determination


© SAP AG CR800 4-5

SAP AG 2004


• In B2B in E-Commerce

• In B2C in E-Commerce

• In B2B for Occasional Users

• With External Catalog Integration

• With One-Step Business


• 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.

…

© 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.

© SAP AG CR800 4-7

SAP AG 2004

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 status

Open/Completed (set if all items are completed)

On item level:

- Open,

- Partly delivered (set if deliveries exists but not yet completed),

- Completed

- Cancelled

© SAP AG CR800 4-8

SAP AG 2004

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 DataCatalog VariantSales Organ. DChan Pricing.. UoM Type 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 catalog determination.

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.

© SAP AG CR800 4-9

SAP AG 2004

Optional: Determination of Responsible Organizational Unit

Determination Rule

Attribute(e.g. Country, Region)

Organizational Model

ResponsibleOrganizational Units

Evaluated Attributes

Country: USRegion: MA

Transaction Type

Org. Data ProfileSales 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.

© SAP AG CR800 4-10

SAP AG 2004

Differences between B2B and B2C Web Shop

Creation/ChangeOrdersMy Favorites

DisplayOrdersMy FavoritesSaved Baskets

Creation/ChangeOrdersOrder TemplatesQuotation

DisplayOrdersOrder TemplatesQuotationsContractsInvoicesCredit MemosDown PaymentsHistory

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

© SAP AG CR800 4-11

SAP AG 2004

Change ship-to address For whole basketFor line items

Add notesFor whole basketFor line items

Define delivery datesFor whole basketFor line items

Change ship-to address For whole basketFor line items

Add notesFor whole basketFor line items

Define delivery datesFor whole basketFor 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

© SAP AG CR800 4-12

SAP AG 2004

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

© SAP AG CR800 4-13

SAP AG 2004

Status Management/Workplace

B2C Web Shop


Transfer

Creation of a sales order with long text

Sales order with long text

Flow control(Workflow)

Workflow work item foremployee 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.

© SAP AG CR800 4-14

SAP AG 2004

Automatic Sending of Web Order Confirmations


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

© SAP AG CR800 4-15

SAP AG 2004

Customer creates a request for quotation

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 for quotation

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.

© SAP AG CR800 4-16

SAP AG 2004

RFQ: Settings in the Web Shop Profile

Shop Management


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.

…

© 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.

© SAP AG CR800 4-18

SAP AG 2004

RFQ: Creation

Add note to ask fordiscounts and rebates

B2B Web Shop

RFQ ProcessingA 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 statusCustomer 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

© SAP AG CR800 4-19

SAP AG 2004

RFQ: Release Process

In the employee's CRM Inbox the RFQ appears, the employeecan maintain the price and the text

Within the CRM you can change the status of the quotation and assign a price manually.

© SAP AG CR800 4-20

SAP AG 2004

Order and Contract Processing II

Order Processing



© SAP AG CR800 4-21

SAP AG 2004

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 only according 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

© SAP AG CR800 4-22

SAP AG 2004

Batch Determination

Example for scenario two:

Customer can enter batch selection criteria 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.

© SAP AG CR800 4-23

SAP AG 2004


Product DeterminationTwo 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 system product 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.

.

© SAP AG CR800 4-24

SAP AG 2004


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

© SAP AG CR800 4-25

SAP AG 2004

Product Determination/Alternative ID

Situation after productdetermination 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)

© SAP AG CR800 4-26

SAP AG 2004

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 definedDocument 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-ambiguousdetermination/substitution

All ambiguitiesresolved

Ambiguousdetermination/substitution

Not all ambiguitiesresolved

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 Tool

http://<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.

© SAP AG CR800 4-27

SAP AG 2004

Order and Contract Processing III

Order Processing



© SAP AG CR800 4-28

SAP AG 2004

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.

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-CommerceOrganizational UnitsMaster DataBusiness Processes

Collaborative Contract NegotiationRelease Order Processing (E-Commerce)

Solution ManagerSolution 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)

© SAP AG CR800 4-29

SAP AG 2004

Overview: Distribution of Contract Data

SAP CRM

Distribution of Order Data

Creating OrderSelection of Contract Data

Replication of Contract Data

SAP R/3

B2B Web shopAccess 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.

© SAP AG CR800 4-30

SAP AG 2004

Display of Contract Data within the B2B Web Shop

Catalog BrowsingCatalog Browsing

Order+ Contract call off

Order+ Contract call off

Contract BrowsingContract Browsing

Login to B2B shopLogin 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

© SAP AG CR800 4-31

SAP AG 2004

Contracts in the B2B Web Shop: Customizing

Shop Management

CRM Customizing1. Definition of contract attributes

to be displayed in the Web shop

product listproduct detailcontract item detail

2. Shop Management

enabling contracts determinationsetting 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 view Order 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

© SAP AG CR800 4-32

SAP AG 2004

Contract Negotiation: Overview

Customer Brand Owner

SAP CRM

Change detailsof contract

Reviewcontract inquiry

Send quotation for

contract backto customer

Performcredit check

SAP R/3

System performscredit check

Create follow–upactions

Release items

System convertsquotation

to contract

Contract NegotiationCustomer 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)

Acceptquotation

Send inquiry

Create inquiryfor contract

Log on toWeb 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.

© SAP AG CR800 4-33

SAP AG 2004

Shop Management


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)

…

© 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)

© SAP AG CR800 4-35

SAP AG 2004

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

© SAP AG CR800 4-36

© SAP AG CR800 4-37

Exercises

Unit: Order and Contract Processing Topic: Organizational Data


• 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.



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).


Select the shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B) and choose Details. Is a sales office assigned to the Web shop? ____________________________________________________

© 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 the document 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 ____________________________________________________ ____________________________________________________ ____________________________________________________

© 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.



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=IDESCRM80X

Log on with your CRM user and choose Existing Shops.

Search for shop PC4YOU_EN (B2C) or PC4BIZ_EN (B2B), choose the underlined shop 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).

© 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).


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

© SAP AG CR800 5-1

SAP AG 2004

Price Determination and ATP Check


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 5-2

SAP AG 2004

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

© SAP AG CR800 5-3

SAP AG 2004

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

© SAP AG CR800 5-4

SAP AG 2004

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.

© SAP AG CR800 5-5

SAP AG 2004

Price Determination and ATP Check I

ATP Check


ATP using R/3


ATP = Available-to-Promise

© SAP AG CR800 5-6

SAP AG 2004

In the Web shop, there are two options for performingan availability check:

1. Global ATP with SAP APO

2. ATP using the SAP R/3

In the Web shop, there are two options for performingan availability check:


2. ATP using the SAP R/3

Global ATP with SAP APO

Shop Management

Internet Sales specific availability informationusing SAP R/3 (obsolete)

Availability check controlCRM integrated availability check (SAP APO)or availability information (SAP R/3)


ATP = Available-to-PromiseAPO = 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

© SAP AG CR800 5-7

SAP AG 2004

R/3or

CRM

R/3or

CRM

Supply Chain Cockpit (APO)Supply Chain Cockpit (APO)

ATPATPATP

DeploymentDeploymentDeployment

Demand PlanningDemand PlanningDemand Planning

Salesorder

ProductionPlanning and

Detailed Scheduling

ProductionProductionPlanning andPlanning and

Detailed Detailed SchedulingScheduling

SupplyNetworkPlanning

SupplySupplyNetworkNetworkPlanningPlanning

Integration of ATP in APO Architecture

Historicaldata

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.

© SAP AG CR800 5-8

SAP AG 2004

SAP APO

Global, multi-site, real-time ATPRules-based, multi-level ATP

Alternative locationsAlternative products

Integrated with Production PlanningFast 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

SAPCRM

orR/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.

© SAP AG CR800 5-9

SAP AG 2004

B2B Web shop

CRM ServerCRM 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. basketUser chooses EnterCRM calls APO to check availabilityAPO makes temporary reservationAPO transfers ATP check results to CRMCRM displays ATP information in Web shopUser saves order in CRMCRM calls APO to finalize reservationCRM transfers order to SAP R/3SAP R/3 calls up ATP results from APOSAP R/3 posts order to APO and reservation is transformed into a requirement

3

21

9

76

54

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

© SAP AG CR800 5-10

SAP AG 2004

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 requirementsprofile 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 the ATP 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 CRM Online to Location in SAP APO.

© SAP AG CR800 5-11

SAP AG 2004

In the Web shop, there are two options for performing an availability check:


2. ATP using SAP R/3

In the Web shop, there are two options for performing an availability check:


2. ATP using SAP R/3

ATP Using SAP R/3

Shop Management

Internet Sales specific availability informationusing SAP R/3 (obsolete)

Availability check controlCRM integrated availability check (SAP APO)or availability information (SAP R/3)


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) …

© 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

© SAP AG CR800 5-13

SAP AG 2004

ATP Check and Price Determination

ATP Check


ATP using R/3


© SAP AG CR800 5-14

SAP AG 2004

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 systemPricing 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 catalog

variant 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)

© SAP AG CR800 5-15

SAP AG 2004

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.

© SAP AG CR800 5-16

SAP AG 2004

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 endThis data can be transferred to CRM by

means of downloads

Source: CRMMaster data and Customizing are completely

maintained in CRMThe 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 CRMSAP 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.

© SAP AG CR800 5-17

SAP AG 2004

1. J2EE AS: Event Add to basket2. IPC: Create Item (document)3. IPC: Get Pricing Info4. J2EE AS: Display Pricing Info in shopping

basket5. J2EE AS: Event Check out6. CRM: Create sales order7. J2EE AS: Display CRM order confirmation

IPCIPC

1.

2.3.

6.

4

Shopping Basket Data Flow – B2C

5.

7.

CRMJ2EEJ2EE

Application Application ServerServer

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.

© SAP AG CR800 5-18

SAP AG 2004

IPC shopping basketIPC document

Stores all the IPC data(including pricing, configuration)

Is only a temporary document

CRM orderIs created when

The shopping basket is ordered

The shopping basket is saved(saved shopping baskets are stored like orders 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

© SAP AG CR800 5-19

SAP AG 2004

CRM shopping basketCRM order with status

Stores all the CRM order data including pricing, configuration

Becomes a normal order when status is removed

Temporary IPC documentIs needed to retrieve pricing information

Stores IPC-related data

No need to reread from CRMWhen 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. This table is processed in the CRM API function group for the shopping basket and is updated whenever the item is changed.

© SAP AG CR800 5-20

SAP AG 2004

B2B Web Shop

Pricing Analysis in the Web



<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

© SAP AG CR800 5-21

SAP AG 2004

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

© SAP AG CR800 6-1

SAP AG 2004

Additional E-Selling Scenarios


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 6-2

SAP AG 2004

Additional E-Selling Scenarios

Selling via eBay

Interactive Selling and Guided Selling


© SAP AG CR800 6-3

SAP AG 2004

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


© SAP AG CR800 6-4

SAP AG 2004

Additional E-Selling Scenarios I

Selling via eBay



© SAP AG CR800 6-5

SAP AG 2004

Web Auctions – Selling via eBay

* with Content Edition 2004

Execute Internet auctions to sell your excess inventory and remarket idle assets by leveraging online communitiesSelling via eBay

Complete auction-to-cash process

Create and manage listings on eBay while leveragingexisting 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 * withthe 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) to connect 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.

© SAP AG CR800 6-6

SAP AG 2004

Overall Process: Role Side

22

11

33

Browse eBay and place bid

Auction Seller createsand publishes listing

Monitor and/or close auction

Receive notification and check out

44

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.

© SAP AG CR800 6-7

SAP AG 2004

Use Case AdministratorUse Case Administrator

Process – Administration

Administration & Set-Up

Define usersSchedule tasks

Configure SAP parametersDefine auction profiles

Auction AdministrationGeneral Administration

© SAP AG CR800 6-8

SAP AG 2004

UseUse CaseCase Key SellerKey Seller

Product Identification& Preparation

AuctionProcess

Post-AuctionProcessing

Process – Auction Creation/Handling

Identify productsStaging products

Create auctionPublish to eBayCreate ReservationBuyer Bids on eBayAuction CloseReceive winner notification

Check-outCreate CustomerCreate OrderDeliver ProductProcess PaymentFinancial reconciliation

© SAP AG CR800 6-9

SAP AG 2004

Overall Process: Selling via eBay

Administration & Set-Up

Define usersSchedule tasks

Configure SAP parametersDefine auction profiles

Product Identification& Preparation

AuctionProcess

Post-AuctionProcessing

Identify productsStaging products

Create auctionPublish to eBayCreate ReservationBuyer Bids on eBayAuction CloseReceive winner notification

Check-outCreate CustomerCreate OrderDeliver ProductProcess PaymentFinancial reconciliation

Monitor On-going AuctionsAnalyze Auction Results

Monitor & Analyze Auctions

© SAP AG CR800 6-10

SAP AG 2004

Result of Action Creation – Listing on eBay

Example of the Listing published onto eBay

© SAP AG CR800 6-11

SAP AG 2004

Additional E-Selling Scenarios II

Selling via eBay



© SAP AG CR800 6-12

SAP AG 2004


Interactive Selling of configurable productsComplete 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 SellingSupports 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

© SAP AG CR800 6-13

SAP AG 2004

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 productsGuided Selling helps customers to

easily identify relevant informationcompare alternativesconfigure products

Guided Selling helps companies tocollect information about their customerscreate customer loyaltyincrease revenue across all sales channels

© SAP AG CR800 6-14

SAP AG 2004

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 productrecommendation 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

© SAP AG CR800 6-15

SAP AG 2004

Set-up Intelligent Product Advisor (IPA)

CM

Product Catalog Variants

111

XML Export

Product catalog variants are exported via

the XML export

Export

File Server

XML FilesVar_1.xmlVar_2.xmlVar…

222 333

XML files are parsed and imported into

the Knowledge Base Editor; KB instances

are created

Knowledge Base Editor

Parse

444

Knowledge Base is created with the Knowledge Base EditorKB_1

KB_2KB…

Web Shop Knowledge Base gets published and is available in the Web Shop

Publish

Guided SellingWhat would you like to use the computer for?a) Office workb) Graphic designc) Fund) 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.

© SAP AG CR800 6-16

SAP AG 2004

Product Configuration Made Easy with IPC

Check Status

Search

Order

Configure

Buying via Internet Sales Buying via Internet Sales

CustomerSAP 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 configurationSimple and complex products

Dynamic pricing

User guidance

Product modelingFully integrated with Master Data Maintenance

© SAP AG CR800 6-17

SAP AG 2004

Additional E-Selling Scenarios III

Selling via eBay



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:

E-mail

Chat

Co-browsing (project-based)

© SAP AG CR800 6-18

SAP AG 2004

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

E-mail

Routing to the right agent at the right time

Agents are provided with context information to best serve 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

© SAP AG CR800 6-19

SAP AG 2004

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

E-mailForm used on site – no local e-mail is required

Supported with IC WebClient and IC WinClient

ChatText chat between customer and agent

Supported with IC WebClient and IC WinClient

Call back requestCustomer 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

© SAP AG CR800 6-20

SAP AG 2004

Benefits of Live Customer Support

For Your BusinessEnhanced service level

Get the right agent at the right time

Overcome self-service limitations through live interaction to retain customers

For Your CustomerCustomer can choose the best way to resolve an issue online

Provide a human touch on the Internet

Increased customer satisfaction due to personalized responses

© SAP AG CR800 6-21

SAP AG 2004

Additional E-Selling Scenarios: Unit Summary

You are now able to explain the functionality of: Selling via eBay

Interactive Selling Guided Selling


© SAP AG CR800 7-1

SAP AG 2004

E-Marketing


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 7-2

SAP AG 2004

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- and Upselling 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).

© SAP AG CR800 7-3

SAP AG 2004

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

© SAP AG CR800 7-4

SAP AG 2004

E-Marketing I



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

© SAP AG CR800 7-5

SAP AG 2004

Shop Management

Web shop

Global Product Recommendation

Special offers in our shop

Display Global Product Recommendation


Target Group for Product Recommendation *

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 is directly assigned to one or more target groups.

© SAP AG CR800 7-6

SAP AG 2004

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)

© SAP AG CR800 7-7

SAP AG 2004

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.

© SAP AG CR800 7-8

SAP AG 2004

Assignment of Products to Top n List

Top n List

Dynamic ApproachDynamic Approach

ProductsProducts from BWfrom BW Products maintainedProducts maintainedmanually manually

SAP CRM System

Static ApproachStatic Approach

SAPBusiness Warehouse

SAPBusiness 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).

© SAP AG CR800 7-9

SAP AG 2004


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 ExplanationsTarget 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 been replicated to the index server (TREX)

Typical Problems:

© SAP AG CR800 7-10

SAP AG 2004

E-Marketing II

Bestsellers


Accessories

Cross-, Down and Upselling

© SAP AG CR800 7-11

SAP AG 2004

Web shop

Personalized Product Recommendation

Shop Management

Display Global Product Recommendation



Global Product RecommendationPersonalized Product RecommendationDisplay Personalized Product Recommendation

Characteristic Group *

You can select or specify exactly one value

Office Multimedia Internet


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 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).

© SAP AG CR800 7-12

SAP AG 2004

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.

© SAP AG CR800 7-13

SAP AG 2004

Assignment of Business Partners to Target Groups

Web shop customer creates a

profile in the Web shop

Define your profile


Office Multimedia Internet


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 on a 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.

© SAP AG CR800 7-14

SAP AG 2004


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 ExplanationsThe Web shop visitor has not been assigned to a target groupand 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:

© SAP AG CR800 7-15

SAP AG 2004

E-Marketing III



Accessories

Cross-, Up- and Downselling

© SAP AG CR800 7-16

SAP AG 2004

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.

© SAP AG CR800 7-17

SAP AG 2004

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 catalog

Handling 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.

© SAP AG CR800 7-18

SAP AG 2004

E-Marketing IV



Accessories

Cross-, Up- and Downselling

© SAP AG CR800 7-19

SAP AG 2004

Exchange products in the shopping basket

Up-Selling

Cross-, Up-, and Down-Selling

Cross-Selling

Cross SellingFor a given product related products are proposed.

Up-SellingFor a particular product you can specify that other, more expensive products, are proposed as alternatives.

Down-SellingIn some cases, you may wish to suggest a less expensive product 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 customers and 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.

© SAP AG CR800 7-20

SAP AG 2004

Different CUDA in the Shopping Basket

Display Cross-, Up-Selling and Accessories



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


Cross-, Up-Selling and Accessories Display 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 theWeb shop administrator

can choose betweenuniversal cross-, up- and

down-selling ...

© SAP AG CR800 7-21

SAP AG 2004

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

Step

1:C

reat

e ta

rget

gro

ups

Step

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 a global 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.

© SAP AG CR800 7-22

SAP AG 2004

Define Product Association Rules

Two types of association rulesCross-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.

© SAP AG CR800 7-23

SAP AG 2004

Personalized Product Proposals for “Visitor”

Product proposals at first visitThe unknown visitor enters web-shop and maintains marketing attributes. These attributes are saved with a special key (as a cookie).

Product proposals at repeated visitVisitor is identified by the cookie, product proposals are available. The visitor can change his attribute values, changes are saved.

Unknown user is registeredUser 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 is saved 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

© SAP AG CR800 7-24

SAP AG 2004

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.

© SAP AG CR800 7-25

SAP AG 2004

CUDA in Shopping Basket: Business Logicshop‘s

personalizedCUD check-

box on ?

use shop‘s globalCU target group to determine cross-sellung/up-selling

relations

scenario ?

resultempty ?

use shop‘s defaultCUD target group

to determine cross-, up- and down-selling relations

customerlogged-inas yet ?

use customer‘starget group(s) to determine cross-sellung/up-selling

relations

use contactperson‘s target

group(s) to determine 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

© SAP AG CR800 7-26

SAP AG 2004

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:

© SAP AG CR800 7-27

SAP AG 2004

Marketing Functions: SummaryM

arke

ting

Func

tions

Gen

eral

Mar

ketin

g Fu

nctio

ns(u

nive

rsal

reco

mm

enda

tions

)

Accessories

Up-, Down-Selling

Cross-Selling

Glo

bal

Rec

omm

enda

tions

stat

icdy

nam

ic

Prod

uct

Pers

onal

ized

Prod

uct

Rec

omm

enda

tions

stat

icdy

nam

ic

One

to O

neM

arke

ting

(per

sona

lized

reco

mm

enda

tions

)

Cross-Selling

Up-, Down-Selling

© SAP AG CR800 7-28

SAP AG 2004

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

© SAP AG CR800 7-29

Exercises

Topic: Marketing Functions


• 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 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 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=IDESCRM80X 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 global target 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.

© 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.



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 the relevant products in the product catalog.

Call up your product catalog ZB2CCAT##.

URL: http://<webserver:port>/webcatadmin/catadm/init.do?scenario.xcm=IDESCRM80X 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##

© 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.


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: Cooking Description: 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: Yellow Description: Preferred color yellow Attribute value: Red Description: Preferred color red Attribute value: Blue Description: Preferred color blue

Save your entries.

© 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.




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.



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.

© 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 segment type 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.)


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.



Select your Web shop ZB2CSHOP##, log on with your user and look at the personalized recommendations.

© SAP AG CR800 7-34

© 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 for the universal target group.

SAPmenu → Marketing → Product Proposals → Maintain Cross- /Up- /Down-Selling Rules

Target 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##.




Entry: Method schema: 000006 Target group for global cross-/up-selling: Global Target Group ##

Save your entries.

© 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.



Replace product HT-1055.

You can find this higher-value alternative as well in the product catalog via Alternatives next to product HT-1055.

© 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.


© SAP AG CR800 7-38

© SAP AG CR800 7-39

Solutions

Topic: Marketing Functions

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 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 product recommendations in the Web shop.

1-1-1 Call up your Web shop ZB2CSHOP##.


Take a look at the fields for product recommendations.

Choose Marketing. 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 global target group to address all customers in your B2C Web shop.


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 and choose Target Group Properties. Maintain description Global Target Group ## and confirm your entry. Save your target group.

© 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.




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=IDESCRM80X 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.

© 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.



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 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: Cooking Description: 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

© 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.




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.

© 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 the customer profile.



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 prefer yellow 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 segment type 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.)


Choose Profile Sets and double click on Profile Set Group XX.

© 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/target group 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.



Select your Web shop ZB2CSHOP##, log on with your user and have a look at the personalized recommendations.

© 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-1050 Rank: 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##.




On the tab Marketing, select Cross-, Up-Selling, and Accessories and maintain the following data:

Entry: Method schema: 000006 Target group for global cross-/up-selling: Global Target Group ##

Save your entries.

© 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.



Replace product HT-1055.

You can find this higher-value alternative as well in the product catalog via Alternatives next to product HT-1055.

© 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.


Go to the area printers and choose Accessories next to product THT-00-##.

© SAP AG CR800 8-1

SAP AG 2004

E-Service


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 8-2

SAP AG 2004

E-Service

E-Service Overview

Solution Search


Complaints and Returns Management in E-Commerce

© SAP AG CR800 8-3

SAP AG 2004

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

© SAP AG CR800 8-4

SAP AG 2004

E-Service I

E-Service Overview

Solution Search



© SAP AG CR800 8-5

SAP AG 2004

E-Service: Main Features

Extend enterprise knowledge, information, and customer services to the Internet.

Provide customers with the ability to check order status, obtainorder tracking information, and research and resolve their own product problems without involving a service representative.

Account Self-Service – Registration

Knowledge ManagementFAQs by Product

Solution Search

Installed Base Management

Product Registration

Request 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 can choose 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.

© SAP AG CR800 8-6

SAP AG 2004

1. Solution Searchincl. FAQs by Product

2. Service Request Managementincl. Installed Base Management

3. Complaints and ReturnManagement 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.


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 product is 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.

…

© SAP AG CR800 8-7

…


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

© SAP AG CR800 8-8

SAP AG 2004

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

© SAP AG CR800 8-9

SAP AG 2004

B2CB2B

Account Self-Service – Registration

Contact person for a registered company

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.

© SAP AG CR800 8-10

SAP AG 2004

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

© SAP AG CR800 8-11

SAP AG 2004

E-Service II

E-Service Overview

Solution Search



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

© SAP AG CR800 8-12

SAP AG 2004

Solution Search in mySAP CRM

Review List of Solutions

Enter Search Criteria

Contact Customer Support

Solution to customer via e-mail, chat or phone

Search FAQ’s by Product

Review List of FAQs

FAQ SearchSolution Search

Live Customer Support

1122

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.

© SAP AG CR800 8-13

SAP AG 2004

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. Instead of 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.

…

© 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.

© SAP AG CR800 8-15

SAP AG 2004

Solution Search

Search Search TermsTerms

Solution DatabaseProblemsSolutions

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.

© SAP AG CR800 8-16

SAP AG 2004

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

© SAP AG CR800 8-17

SAP AG 2004

Compilation Service

Problems and solutions must be compiled prior to search.The following compilation options are available:

Full CompilationDelta CompilationCluster

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.

…

© 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

© SAP AG CR800 8-19

SAP AG 2004

Software Agent Framework – Overview

Other SAP CRM Database(s)

Other SAP Database(s)

Non-SAP Database(s)

CaseService OrderIbase (e.g., BP)

HRFIPLM (e.g., Equipm.)

Lotus NotesSQLDBMS

Solution Database(SDB)

ProblemsSolutionsFAQs

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 is created with both pieces of

information

A single Knowledge Entity is created 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.

…

© 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

© SAP AG CR800 8-21

SAP AG 2004

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:

E-mailCallbackChatInternet 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.

© SAP AG CR800 8-22

SAP AG 2004

E-Service III

E-Service Overview

Solution Search



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

© SAP AG CR800 8-23

SAP AG 2004

AppointmentScheduling

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

22 33

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

© SAP AG CR800 8-24

SAP AG 2004


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 system will 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.

© SAP AG CR800 8-25

SAP AG 2004

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.



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.

© SAP AG CR800 8-26

SAP AG 2004

Create service requestSearch and display Service requestsUpdate 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 contact of 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

© SAP AG CR800 8-27

SAP AG 2004

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.

© SAP AG CR800 8-28

SAP AG 2004

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.

…

© 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.

© SAP AG CR800 8-30

SAP AG 2004


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 selection feature 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.

…

© 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 Complaint Item of Complaint function. The type of product in this catalog could be Material or Service.

© SAP AG CR800 8-32

SAP AG 2004

E-Service IV

E-Service Overview

Solution Search



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

© SAP AG CR800 8-33

SAP AG 2004

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.

© SAP AG CR800 8-34

SAP AG 2004

Complaints and Returns Management in mySAP CRM

Complaints & Returns Management

Complaint Processing

Service Analysis

Billing

Web front end ICSS

Create ComplaintSelect RegisteredProductRegister Product

1122 33

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, are entered.

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.

© SAP AG CR800 8-35

SAP AG 2004

Product Registration

Individual Object

Product RegistrationRegistration 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.

© SAP AG CR800 8-36

SAP AG 2004

Select Registered ProductCreate 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 why their 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.

© SAP AG CR800 8-37

SAP AG 2004

The transaction type

Subject profiles

The catalog

The code groups and codes for catalogs

Code groups profiles


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.

…

© 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.

© SAP AG CR800 8-39

SAP AG 2004

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.

© SAP AG CR800 8-40

SAP AG 2004

E-Service: Unit Summary

You are now able to:Describe the E-Service functions

Explain how to use E-Service

© SAP AG CR800 8-41

Exercises

Unit: E-Service Topic: FAQs


• 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 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.


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.

© SAP AG CR800 8-42

2 Optional: Maintain Frequently Asked Questions (FAQs) Complaints accumulate for the product T-VPR## (Printer configurable). Customers do not know, 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.


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.

© 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.


4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet, you have 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.


© 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 click on 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. Choose the 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.

_____________________

© SAP AG CR800 8-45

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.


Get Transaction number

Number The one from the exercise above

© SAP AG CR800 8-46

© 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:


1-2 Go to the FAQs area and search for a FAQ referring to Notebook Professional 17 Computer.

Choose FAQs


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.

© SAP AG CR800 8-48

2 Optional: Maintain Frequently Asked Questions (FAQs) Complaints accumulate for the product T-VPR## (Printer configurable). Customers do not know 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.


© 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 application CRM_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.


4-2 Choose Log In. A new window will pop up. Since you don’t have a User ID yet, you have 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

© 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.


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.

© 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. Choose the 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:


Get Transaction number

Number The one from the exercise above

Choose Go.

© SAP AG CR800 9-1

SAP AG 2004

E-Analytics


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing

© SAP AG CR800 9-2

SAP AG 2004

E-Analytics

Overview E-Analytics

Sales Analyses

Web Site Monitoring

Web Analytics

Architecture

© SAP AG CR800 9-3

SAP AG 2004

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

© SAP AG CR800 9-4

SAP AG 2004

E-Analytics I


Sales Analyses

Web Site Monitoring

Web Analytics

Architecture

© SAP AG CR800 9-5

SAP AG 2004

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 distribution channel 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)

© SAP AG CR800 9-6

SAP AG 2004

E-Analytics II


Sales Analyses

Web Site Monitoring

Web Analytics

Architecture

© SAP AG CR800 9-7

SAP AG 2004

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

© SAP AG CR800 9-8

SAP AG 2004

Example of E-Analytics > Sales Analyses

© SAP AG CR800 9-9

SAP AG 2004

E-Analytics III


Sales Analyses

Web Site Monitoring

Web Analytics

Architecture

© SAP AG CR800 9-10

SAP AG 2004

Technical Analyses – What is Analyzed?

WebLogFilesIP address of requesting client

HTTP response code

Date and time of a request

Browser type

Method

Bytes sent/received

Protocol version

Server IPReferrer

J2EE App ServerApacheIISetc.

„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

© SAP AG CR800 9-11

SAP AG 2004

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, page impressions, and hits.

© SAP AG CR800 9-12

SAP AG 2004

E-Analytics IV


Sales Analyses

Web Site Monitoring

Web Analytics

Architecture

sdf

© SAP AG CR800 9-13

SAP AG 2004

Customer Behavior ...?

in a Bricks and Mortar Store

in aWeb 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.

© SAP AG CR800 9-14

SAP AG 2004

Web Event Capture in mySAP CRM E-Commerce

Place order

Delete item from basket

Add itemto basket

Create basket

Change basket item

View product

View category Delete basket

RegisteruserUser 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.

© SAP AG CR800 9-15

SAP AG 2004

Data Captured per Event

Add Add to basketto 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:

CreateCreatebasketbasket

ModifyModifybasketbasket itemitem

Check the availability!

© SAP AG CR800 9-16

SAP AG 2004

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 to complete 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.

© SAP AG CR800 9-17

SAP AG 2004

E-Analytics V


Sales Analyses

Web Site Monitoring

Web Analytics

Architecture

© SAP AG CR800 9-18

SAP AG 2004

E-Analytics Architecture

InteractionBusinessServices

mySAP CRM

mySAP BW Server

Web Site MonitoringE-Selling Analysis

Presentation

Browser

Browser

Browser

Browser

SAP J2EE Engine

Internet Sales Business Events

Business Event API

Java Connector

Java Connector

Web Server

CRM Server

Request

Response

Java Servlet API

Capture Pipeline

Request

Response

Canister, Indexer & Extractor

Request

Response

© SAP AG CR800 9-19

SAP AG 2004

Summary: E-Analytics Provides ...

Sales AnalysesAnalyzing the most important Sales KPIs for your Web shop

Technical AnalysesDetecting 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

© SAP AG CR800 9-20

SAP AG 2004

E-Analytics: Unit Summary

You are now able to:Explain what kind of analyses SAP offers to improve you E-Commerce solution

© SAP AG CR800 Appendix-1

SAP AG 2004

Appendix


in E-Commerce

9. E-Analytics

Appendix



3. Catalog Setup




7. E-Marketing


SAP AG 2004

Appendix

Use of the Solution Manager

Deployment

Live customers with CRM E-Commerce

E-Service: Applicable & Targeted Industries

Dynamic Personalization


SAP AG 2004

Appendix

Usage of the Solution Manager

Deployment





SAP AG 2004

SAP Solution Manager

SAP Solution ManagerSAP Solution ManagerSAP Solution Manager

Functional ImplementationFunctional Implementation

Technical ImplementationTechnical Implementation

Implementation of Operations

Implementation of Operations Support Desk Support 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 to configuration to production operation. SAP Solution Manager offers central access to preconfigured content, tools, and methodology that you can use during the evaluation and implementation of your systems.

For implementation, these 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.


SAP AG 2004

SAP Solution Manager – Use in Implementation

SAP Solution SAP Solution Manager in Manager in ImplementationImplementation

Configuration

Project definition

Define BusinessBlueprint

Customizingsynchronization

Authorization

Datatransfer

End user training and

documentation

Testing

Projectphase

Roadmaps

Project AdministrationCrossfunctions

Project activities

Issue Tracking/Status Monitoring/Reporting

Developments

Definesystem landscape

Focus of tool support

ProjectPreparation

BusinessBlueprint Realization Go 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 test cases delivered with your solution and assign further test cases to individual processes and process steps. You perform a consistency check for the Customizing of your business processes. In other words, you check whether the Customizing is the same in the various application components. You synchronize Customizing with Customizing Distribution. You can organize tests 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.


SAP AG 2004

How to Use SAP Solution Manager in a Project

ProjectPreparation

BusinessBlueprint Realization Go Live &

SupportFinal

Preparation

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

…


SAP AG 2004


ProjectPreparation


SupportFinal

Preparation

Define Business Blueprint via Business Process RepositoryCustomer 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


SAP AG 2004


ProjectPreparation


SupportFinal

Preparation

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


SAP AG 2004


ProjectPreparation


SupportFinal

Preparation

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


SAP AG 2004

Implementation Content

Structure itemsfor generic configurationsupport

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>


SAP AG 2004

Implementation Content – Assignments

Trans-actionDocu-mentationTransactions

IMG activities

OtherDocu-mentation(in the Help Portal)

IMGDocu-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>


SAP AG 2004

Example: Configuration Concept for mySAP CRM 4.0

BasicSettings

forEnterpriseMarketing

BasicSettings

forEnterprise

Sales

BasicBasicSettingsSettings

forforEnterpriseEnterprise

ServiceService

BasicSettings

forEnterpriseAnalytics

Basic Settings for mySAP CRM

BasicSettings

forE-Comm.

BasicSettings

forFieldAppl.

BasicSettings

forInteraction

Center

BasicSettings

forChannelMgmt.

Mob

ile C

RM

Mob

ile R

/3

Han

dhel

d C

RM

Win

Clie

nt

Web

Clie

nt

ISA

CR

M

ISA

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


SAP AG 2004

Example: Basic Settings for any Handheld Service Business Scenario*

BasicSettings

forEnterpriseMarketing

BasicSettings

forEnterprise

Sales

BasicBasicSettingsSettings

forforEnterpriseEnterprise

ServiceService

BasicSettings

forEnterpriseAnalytics

Basic Settings for mySAP CRM

BasicSettings

forE-Comm.

BasicSettings

forFieldAppl.

BasicSettings

forInteraction

Center

BasicSettings

forChannelMgmt.

Mob

ile C

RM

Mob

ile R

/3

Han

dhel

d C

RM

Win

Clie

nt

Web

Clie

nt

ISA

CR

M

ISA

R/3

* Including Analysis Processes

For each Business Scenario the required path is given in the SAP Solution Manager

a

b

d

e

c


SAP AG 2004

Appendix


Deployment





SAP AG 2004

Deployment

Build ToolSupports 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


SAP AG 2004

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


SAP AG 2004

Appendix


Deployment





SAP AG 2004

mySAP CRM E-Commerce Across All Industries

Consumer Products

High Tech & Electronics

Retail

Chemicals

Engineering & Construction

Service Provider

Forest Products & Paper Telecommunications Building Materials, Clay & GlassOil & Gas

Metal ProductsUtilities

AutomotiveMedia

PharmaceuticalsTextiles ProductionsMiningPublic SectorInsurance

mySAP CRM Customers span the breadth of industries, including High Tech, Consumer Products, Retail, Chemicals, and Engineering & Construction.


SAP AG 2004

mySAP CRM E-Commerce – A Proven Success


SAP AG 2004

Manage a Complex Content and Demand Chain

Kimberly-Clarkruns mySAP CRMIndustry: Health Care ProductsScenario: Business-to-BusinessGeography: USA

Kimberly-Clarkruns mySAP CRMIndustry: Health Care ProductsScenario: Business-to-BusinessGeography: 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 as strong, centralized branding of their healthcare products.


SAP AG 2004

Fast ROI with Sophisticated B2B Capabilities

Tyrolitruns mySAP CRMIndustry: Building MaterialScenario: Business-to-BusinessGeography: Austria

Tyrolitruns mySAP CRMIndustry: Building MaterialScenario: 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 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

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


SAP AG 2004

Fiduciaruns mySAP CRMIndustry: Service ProviderScenario: Business-to-BusinessGeography: Germany

Fiduciaruns mySAP CRMIndustry: Service ProviderScenario: 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.


SAP AG 2004

Online Customer Service Center

Canada Post runs mySAP CRMIndustry: Service ProviderScenario: Business-to-Consumer

Business-to-BusinessGeography: Canada

Canada Post runs mySAP CRMIndustry: Service ProviderScenario: Business-to-Consumer

Business-to-BusinessGeography: 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.


SAP AG 2004

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 Sylvania runs mySAP CRMIndustry: High TechScenario: Business-to-Business

Geography: U.S.A.

Osram Sylvania runs mySAP CRMIndustry: High TechScenario: 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.


SAP AG 2004

Make it an Impressive Customer Experience

Beck’s runs mySAP CRMIndustry: Consumer ProductsScenario: Business-to-ConsumerGeography: Germany

Beck’s runs mySAP CRMIndustry: Consumer ProductsScenario: Business-to-ConsumerGeography: 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.


SAP AG 2004

KSB runs mySAP CRMIndustry: Engineering &

ConstructionScenario: Business-to-BusinessGeography: Germany, Europe

KSB runs mySAP CRMIndustry: Engineering &

ConstructionScenario: Business-to-BusinessGeography: 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 a guided 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.


SAP AG 2004

Migrosruns mySAP CRMIndustry: RetailScenario: Business-to-ConsumerGeography: Switzerland

Migrosruns mySAP CRMIndustry: RetailScenario: Business-to-ConsumerGeography: 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.


SAP AG 2004

Hershey’s runs mySAP CRMIndustry: Consumer ProductsScenario: Business-to-ResellerGeography: U.S.A.

Hershey’s runs mySAP CRMIndustry: Consumer ProductsScenario: Business-to-ResellerGeography: 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 Order Connection.


SAP AG 2004

Appendix


Deployment





SAP AG 2004

E-Service: Applicable & Targeted Industries (1)

All industries that provide services for their customers, for example:Automotive

Scheduled inspections and servicesContract and warranty services, product recall services

Engineering, Construction, & OperationsCommissioning and decommissioning servicesPreventive and predictive maintenance services

High TechSoftware/hardware installation and upgrade servicesIT helpdesk support and hotline services

Industrial Machinery & ComponentsScheduled inspections and servicesBreak-fix repair services


SAP AG 2004

E-Service: Applicable & Targeted Industries (2)

Service ProvidersProfessional and consultancy services

Utilities and TelecommunicationsEnergy supply, connection, and meter reading servicesBroadband, cable, mobile communication services

Consumer ServicesConsumer appliance repair servicesHome services (HVAC)Complaints and returns processingContract and warranty services

Public SectorPublic administration services via the Internet


SAP AG 2004

Appendix


Deployment





SAP AG 2004


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 stream behavior, 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-up windows 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.


SAP AG 2004

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)


SAP AG 2004

Dynamic Personalization Scenarios

Internet Sales Personalization Engine

Anchor Business Object Rule Action

Status?>5000,- $

Special Offer!

Flexible definition of personalization rulesAdaptation of Web shop content to actual user behavior Web-based personalization administration

If the total price of goods in the shopping basket is greater than EUR 5000, a special offer is displayed

Browsed product areas are tracked

Customer puts products into the shopping basket

Product information is accessed

Customer clicks on UPDATE or ORDER

Personalization is triggered

Special offer appears