CRM NOTES

SAP CRM 7 NOTES

INFOSAT CORPORATION USA

SAPGURU

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Contents

1. BUSINESS PARTNERS 1

1.1. CREATING BP 11.1.1. DEFINE NUMBER RANGE 21.1.2. DEFINE GROUPING AND ASSIGN NUMBER RANGE 21.1.3. DEFINE BP ROLE 21.1.4. CREATE AND MAINTAIN BP 21.2. FORMS OF ADDRESSES 31.3. DATA ORIGIN 31.4. INSERT REGION 31.5. STATUS MANAGEMENT 41.6. TESTING 4

2. ORGANIZATIONAL MANAGEMENT 5

2.1. CREATE DIVISION 52.2. CREATE DISTRIBUTION CHANNEL 52.3. CREATE TUPEL 62.4. CREATE ORGANIZATION MODEL PATH 6

3. ORGANIZATION DATA DETERMINATION 6

3.1. CREATE DETERMINATION RULE FROM ORGANIZATIONAL MODEL (RULE 1) 73.2. CREATE DETERMINATION RULE OF THE RESPONSIBILITY TYPE (RULE 2) 73.3. CREATE AN ASSIGN ORGANIZATION DATA PROFILE 83.4. CHANGE DETERMINATION RULE OF THE RESPONSIBILITY TYPE 83.5. ASSIGN ORG. DATA PROFILE TO TRANSACTION TYPE 83.6. TESTING:- 9

4. PRODUCT 10

4.1. MAINTAIN ATTRIBUTES 114.2. MAINTAIN SET TYPE 124.3. MAINTAIN HIERARCHY AND CATEGORIES 124.4. DEFINE NO. RANGE 124.5. CREATE OR MAINTAIN PRODUCT 13

5. ACTIVITY MANAGEMENT 14

5.1. CREATE ACTION WITH WIZARD 145.2. DEFINE CONDITION 155.3. ASSIGN ACTION PROFILE TO TRANSACTION TYPE 155.4. TESTING:- 16

6. TRANSACTION PROCESSING 17

6.1. DEFINE TRANSACTION TYPE 186.2. DEFINE ITEM CATEGORY 186.3. DEFINE ITEM CATEGORY DETERMINATION 186.4. DEFINE COPYING AND CONTROL FOR TRANSACTION TYPE 196.5. DEFINE COPYING AND CONTROL FOR ITEM CATEGORY 196.6. DEFINE ITEM CATEGORY DETERMINATION WHEN COPYING 206.7. TESTING:- 20

7. PARTNER DETERMINATION PROCEDURE (PDP) 21

7.1. DEFINE ACCESS SEQUENCE 227.2. DEFINE PDP 227.3. DEFINE PARTNER FUNCTION AND ASSIGN ACCESS SEQUENCE 227.4. ASSIGN PDP TO TRANSACTION TYPE 237.5. MAINTAIN BP RELATIONSHIP 237.6. TESTING:- 23

8. WEB CLINT UI 24

8.1. DEFINE PFCG ROLE 248.2. DEFINE NAVIGATION BAR PROFILE 248.3. DEFINE BUSINESS ROLE AND ASSIGN NAVIGATION BAR PROFILE AND PFCG ROLE 248.4. ASSIGN BUSINESS ROLE TO A POSITION OF YOUR ORGANIZATION STRUCTURE 258.5. TESTING:- 258.6. PERFORM CUSTOMIZING STEPS TO ORGANIZATION STRUCTURE( WEB UI) 268.6.1. DEFINE LOGICAL LINK 268.6.2. DEFINE WORK CENTER GROUP 268.6.3. ASSIGN LINKS 278.6.4. DEFINE WORK CENTER 278.6.5. ASSIGN GROUPS 278.6.6. DEFINE PROFILE 27

8.6.7. ASSIGN WORK CENTER 278.6.8. MARK VISUAL AND IN MENU OF YOUR LOGICAL LINK 28

9. MARKETING 29

9.1. CREATE MARKETING PLAN:- 299.2. DEFINE OBJECTIVES 309.3. DEFINE TACTICS 309.4. DEFINE TYPE / OBJECTIVES / TACTICS 309.5. SEGMENTATION 319.5.1. MAINTAIN ATTRIBUTES 319.5.2. MAINTAIN ATTRIBUTE SET 329.5.3. ASSIGN ATTRIBUTE VALUES TO BP 339.5.4. DEFINE DATA SOURCE 339.5.5. MAINTAIN ATTRIBUTE LIST 339.5.6. SEGMENT BUILDER 349.6. MAIL FORM 349.7. ASSIGN MAIL FORM TO YOUR CAMPAIGN 359.8. CAMPAIGN EXECUTION 35

10. ELM (EXTERNAL LIST MANAGEMENT) 36

10.1. MAINTAIN MAPPING FORMAT 3610.2. MAINTAIN EXTERNAL LIST 36

11. SURVEY 37

11.1. CREATE SURVEY 3711.2. DEFINE DETERMINATION FOR QUESTIONNAIRES 3811.3. DEFINE LEAD QUALIFICATION LEVEL 3811.4. ASSIGN QUALIFICATION LEVEL TO QUESTIONNAIRES 3911.5. TESTING:- 39

12. DEFINE SALES CYCLE AND SALES STAGES 40

12.1. DEFINE SALES CYCLE 4012.2. DEFINE SALES STAGE 4012.3. ASSIGN SALES STAGES TO SALES CYCLE 4112.4. ASSIGN SALES CYCLE TO YOUR OPPORTUNITY SALES CYCLE 41

12.5. TESTING 41

13. SERVICE CONTRACT PRODUCT 41

13.1. MAINTAIN AVAILABILITY AND RESPONSE TIMES 4113.2. MAINTAIN HIERARCHY AND CATEGORIES 4313.3. CREATE OR MAINTAIN PRODUCT 44

Sap CRM 7.0 Notes

1. Business Partners

In SAP CRM Business Partner We Customize Them In Three Parts.

1) Person

2) Organization

3) Group

Mainly We Use Seven Types of Business Partner Roles,

1) Sold To Party

2) Ship To Party

3) Bill To Party

4) Payer

5) Contact Person

6) Employee

7) Prospects

Note :- In Sap CRM For Any Customize We Need To Go To The IMG Screen. T Code :- SPRO

Click To Sap Reference IMG For A New Screen For Customization.

1.1. Creating BP

Steps For Bp Creation:-

1) Define Number range

2) Define Grouping And Assign Number Range

3) Define BP Role

4) Create And Maintain BP

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1.1.1. Define Number range

SPRO

IMG → Cross Application Components → SAP Business Partner →Business Partner → Basic

Setting → Number Ranges And Grouping → Define Number Range

Click On Change Interval Button

Click On Insert Interval Button

Give Id In The Fill From Number Press F4 And Select The Available Number Range In The

Field To Number Manually Type The Number. Then Press Enter Save And Exit.

1.1.2. Define Grouping and Assign Number Range


Setting → Number Ranges And Grouping → Define Grouping And Assign Number Ranges

Click On New Entry

Give Id

Give A Short Name And Description

In The Field Number Ranges Press F4 And Select Your Number Range

Enter, Save And Exit

1.1.3. Define BP Role


Setting → Business Partner Roles → Define Bp Roles

Select Sold To Party Click On Copy As Icon

Change The Id

Change the Title and Description

Then Enter, Save and Exit.

1.1.4. Create and Maintain BP

Go To The Easy Access Menu

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Give The T Code :- BP And Enter

Click On Create Person Button

Leave The Business Partner Id Blank In The Fill Grouping Press F4 And Select Your Grouping

In The Field Create In Bp Roll Press F4 And Select Your Bp Roll Click On Create Give A Title

Give The First And Last Name And Other Relevant Data And Save.

1.2. Forms of Addresses

IMG→ Cross Application Components → Sap Business Partner →Business Partner → Basic

Setting → Form Of Addresses →Maintain Form of Addresses

Click On New Entry, Give Id And Title

Select The Check Box Person, Organization Or Group As Required

Select The Gender As Required Enter,

Save and Exit.

1.3. Data Origin

Path Step

Imp → Cross Application Components → Bap Business Partner →Business Partner → Basic

Setting → Data Origin → Maintain Data Origin Type

Click On New Entry

Give Id , Short Name and Description


1.4. Insert Region

Path Step

IMG → Sap Netweaver → General Setting →Set Country → Insert Regions

Click On New Entry In The Field Country Press F4 And Select Your Country In The

Field Region Give A Short Name Required Region Give Description Enter And Save,

Exit.

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1.5. Status Management

IMG → Cross Application Components → Bap Business Partner →Business Partner → Basic

Setting → Status Management → Define Status Profile For User Status

Click On New Entry Give Id And Description, Select Maintenance Language English

Then Continue Double Click On Your Status Profile

Status Numb Status Short Text Lowest Highest

1 Ab1 As Gold Class 1 3

2 Ab2 As Silver Class 2 3

3 Ab3 As Platinum

Class

3 3

Enter Click On Object Type Button Select The Check Box Business Partner Enter And

Save, Exit.

1.6. Testing

Go To Easy Access Menu

Type The T Code BP

Give Your BP Id Enter

Click On The Type Status Click On Assign Status Profile Select Your Created Status

Profile Select The Status And Enter

Check Data Origin under the Top Control, Check Form of Address And Region Under

The Tab Address.

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Organization

Sales Marketing Service

2. Organizational Management

Sales Organization Unit:-

The Organization Unit Is Responsible To Carry Out All The Sales Process Of The Organization

Is Called Sales Organization Unit.

Distribution Channel:-

It Is The Path Through Which Product Of An Organization Reaches The End Customer.

Division:-

It Is The Product Line Or The Business Line Of An Organization.

Sales Area Data:-

It Is The Combination Of Sales Organization Unit, Division & Distribution Channel.

Tupel :-

It Is The Combination Of Division & Distribution Channels.

2.1. Create Division

IMG → CRM → Master Data → Organization Management → Division Setting → Define

Division (Product Line or Business Line)

Click On New Entry

Give Id And Description, Enter Save And Exit

2.2. Create Distribution Channel

IMG → CRM → Master Data → Organization Management → Organizational Data For Sales

Scenario → Define Distribution Channel

Click On New Entry, Give Id And Description Then Enter,

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Transaction Type

Organizational Data

Rule 1 (General Rule)

Rule 2(Responsibility Type)

Save And Exit.

2.3. Create Tupel

IMG → CRM → Master Data → Organization Management → Organizational Data For Sales

Scenario → Define Combination Division And Distribution Channel

Click On New Entry

In The Field Division Press F4 & Select Your Division

In The Field Distribution Channel Press F4 & Select Your Distribution Channel

Enter, Save And Exit.

2.4. Create Organization Model Path

IMG → CRM → Master Data → Organization Management → Creat Organization Model

Continue The Data, Click On New Organization Unit, Give Id And Description Press

Enter

Click On Address Tab Give City, Country & Region

Click On Function Tab, Select The Scenario Sales On The Attributes Tab, In The Field

Of Attributes Maintenance Scenario Select Sales

Click The Check Box Object Permitted In Determination.

3. Organization Data Determination

Organizational Data Profile To Set The Responsible Organization For A Particular Transaction.

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Step 1:-Create Determination Rule From Organizational Model (Rule 1)

Step 2:-Create Determination Rule Of The Responsibility Type (Rule 2)

Step 3:-Create An Assign Organization Data Profile

Step 4:-Change Determination Rule Of The Responsibility Type

Step 5:-Assign Org. Data Profile To Transaction Type

3.1. Create Determination Rule From Organizational Model (Rule 1)

IMG → CRM → Master Data → Organization Management → Organization Data

Determination → Wizard Organization Data Determination →Create Determination Rule For

Organization

Click On Create, Give Id And Description In The Field Package Type $ Tnp Click On

Continue

Select Sales, Select The Attribute Sales Office, Sales Organization, Sales Group

Continue Till Complete And Note The System Generated Rule No.1

3.2. Create Determination Rule Of The Responsibility Type (Rule 2)


Determination → Wizard Organization Data Determination →Create Determination Rule Of The

Responsible Type

Click On Continue Button,

Give Short Description And Description, Package $Tnp Then Continue,

Select Scenario Sales Then Continue, Select The Attribute Postal Code

Then Continue To Till Complete

Note The System Generated Rule No.2

3.3. Create an Assign Organization Data Profile


Determination → Wizard Organization Data Determination →Create And Assign Organization

Data Profile

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Click On Continue, Give Id And Description Then Click On Continue, Select Scenario

Sales Then Continue, Select Both Then Continue

In The Organization Attribute Category Give Rule No.1 And Responsible Category Rule

No.2 Then Continue

Select All Attributes Click Continue

3.4. Change Determination Rule Of The Responsibility Type


Determination → Change Roles And Profiles →Change Determination Roles Of The

Responsible Type

In The Field Rule Number Give Rule No.2 Press Enter, Click On Create Responsibility

Icon Continue Give The Postal Code Of 500040 To 500050

Then Save And Back

Select The Responsibility From Green Button, Click On Insert Agent Assignment Icon

Double Click On Organization Unit Then Continue

Select Your Sales Org., Sales Office And Sales Group Then Continue, Click On Create

Icon (No. Of Select )

Save And Exit

3.5. Assign Org. Data Profile to Transaction Type


Determination → Change Roles And Profiles →Assign Organization Data Profile To

Transaction Type

Double Click On Telesales In The Field Organization Data Profile Press F4 And Select

Your Organization Data Profile

Then Save And Exit

3.6. Testing:-

T.Code - Crmd_Order

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Click On Business Transaction (Menu Bar) Click On Create

Double Click On Telesales In The Field Sold To Party Give To Sold To Party Id And

Press Enter

Select Sales Group And Continue

Click On Organization Tab

Exit

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Product

Hierarchy

Category

Set Type

Attributes

4. Product

Any Thing Tangible Or Intangible Sold In Order In Generate Revenue.

In CRM Products Are Six Types

1) Material

2) Service

3) Finance

4) Warranty

5) Intel Actual Proper TG.

6) Financial Services

Set Types:-

It Is The Collection Of Attributes

Set Types Or Two Types

1) User Define

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2) System Standard

System Standards Set Types To Maintain While Creating The Product

Exp.

Comm_Pr_Lgtext

Comm_Pr_Shtext

Comm_Pr_Unit

Comm_Pr_Mat

Pre Requisite:-

We Need To Consider The Hierarchy Of The Product Has Been Already Downloaded From R/3.

Step 1:-Maintain Attributes

Step 2:-Maintain Set Types

Step 3:-Maintain Hierarchy And Categories

Step 4:-Define No. Range

Step 5:-Create Or Maintain Product

4.1. Maintain Attributes

Path For Step 1:-

T.Code - Comm_Attrset

In Attribute Give Id Then Click On Create Give Description

In The Field Attribute Types Select Character String, In The Field Attribute

Length 20

Click On Value Range Tab

Give Single Value And Fixed Value Description

Then Enter, Save And Back

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4.2. Maintain Set Type

Path For Step 2:-

Select Set Type Give Id Then Click On Create Give Description

Select The Product Type Material Click On Assign Attribute Tab In The Field Attribute

And Select Your Attribute

Enter, Save & Exit

4.3. Maintain Hierarchy And Categories

Path For Step 3:-

- Comm_Hierarchy

Click On Start Button, Click On R3prodstyp, Click On Change Display Icon Then

Continue

Expend The Category Right Click On Mat _

Click On Create New Category

Give The Id Starting With Mat_And Length Should Be 8 Words Long, Give Description

Click On Set Type Tab, Click On Set Types Icon Then Select Your Set Types (Double

Click)

In The Field View Id Press F4 And Select Basic

Give A Position 45


4.4. Define No. Range

IMG → Cross Application Components → Sap Product →Setting For Product Type → Number

Assignment → Define No. Range for The Product Type Material

Click On Maintain Group Button, Click On Group (Menu Bar)

Click On Insert

Give A Description , Give The Number From To Number Then Press Enter

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Select The Check Box Your Group, Double Click On Your Category

Click On Assign Element Group Button

Save And Exit

4.5. Create Or Maintain Product

T.Code- Commpr01

Click On Create Material Button In The Field For Category Press F4 Select Your

Category

Click On Continue

Leave The Material Block Give The Description (Exp. Ankush Red Gel Pen )

In The Field Base Unit Of Measure Press F4 And Select (Pc)

Click On General Tab

In The Field Attribute Then Select

Click On Condition Tab

In The Field Cctc Press F4 And Select 0k04, In The Sales Org. Press F4 And Select Your

Org. Unit, Give Amount And Curency

Enter, Save & Exit

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5. Activity Management

Activity Are Two Types

1) Business Activity

2) Task

Business Activity Involves the Business Partner of Any Role Task Is For Interval Purpose Where

Business Partner with Role Employee Only.

Action Profile:-

It Is A Part Process Framework Which Gives Some Output (Exp. Work Flow, Subsequent

Document) Depending Its Condition.

Step 1:-Create Action With Wizard

Step 2:-Define Condition

Step 3:-Assign Action Profile To Transaction Type

5.1. Actions

Actions are used in maintaining and improving business relationships. We can schedule and start predefined conditions with the Actions component by means of user-definable conditions from transaction and marketing objects.

Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with the initiation of outputs, follow-on documents or workflows. Using the Actions tab page within a business document, you can display a list of actions that can be included in the business transaction.

An action profile is determined from the corresponding transaction type or item category.

Actions are stored as action definitions within an action profile.

You can control action processing using different settings and parameters:

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Action changeable or executable in dialog

Action displayed in toolbar (SAP GUI)

Processing time (when saving the document or via selection report)

Partner dependence

Determination technique

Action merging

Processing types (with entry of the desired form name)

5.2. Features of actions

You can define actions dependent on conditions so that the system automatically schedules and starts them when the conditions are fulfilled. With actions you can:

Create follow-up transactions automatically

Execute changes in the transaction or marketing object currently being processed, for example, create new items, or status inheritance by subordinate elements in marketing objects

Output in print, by faxing or e-mail

Actions are displayed in transaction documents that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the document on the Actions tab page of a transaction document. The following information is displayed in the list for each action:

Status (action scheduled, action processed)

Description (purpose of action)

Conditions (settings for action definition and conditions are displayed)

Creator, Creation date

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There are various processing types for actions:

· Methods (Business Add-Ins)

Methods are Business Add-In (BADI) implementations. You can define your own BADI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BADI.)

Examples for standard methods include the following:

COPY_DOCUMENT (create a follow-up document)

COMPLETE_DOCUMENT (set status completed within document)

CREDIT_MEMO (create credit memo item)

REPAIR_ITEM (create a repair item)

1O_EVENT_CREATE (create a workflow event)

SAP Business Workflow

This is suitable for more complex processes, for example, a follow-up transaction that includes an approval process.

Smart Forms

SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation. You can use the graphics tool, SAP Smart Forms, to design the layout of output forms.

SAP delivers several Smart Forms for outputs in SAP CRM:

Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail)

Form CRM_ORDER_LEASING_01 (suitable for faxes, letters, and e-mail)

Form CRM_OPPORTUNITY_01 (suitable for faxes, letters, and e-mail)

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SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface.

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another.

SAP Smart Forms replace SAP-Script forms (migration from SAP-Script forms to Smart Forms is supported).

5.3. HOW TO CREATE AN ACTION

5.3.1. STEP-BY-STEP PROCEDURE

Enter into any SAP-CRM Server and move to Transaction SPRO.

Press SAP Reference IMG -> Customer Relationship Management ->Basic Functions -> Actions -> Actions in Transactions.

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To create an Action Profile – Click on . First read the documentation.

Now Press the Execute Button to start creating an Action Profile.

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Click . Enter the Details to create Action Profile.

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Click . Enter the Details to create Action.

Click . Enter the Details to set Action.

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In the Processing Time Details, there are 3 Options.

Processing Using Selection Report gets started after a selection report is executed if the start condition has been fulfilled.

Immediate Processing gets started as soon as the start condition is fulfilled.

Processing when saving a Document gets started when the document is saved.

Click . Enter the Details to Set Up Partner Determination.

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Partner Dependent makes this Action as dependent on Partner. The partner you choose is the one, for which the action triggers. It first checks whether that Partner exists or not. If not, it throws an ERROR.

Click and select the Processing. The processing that we select is the one on which we want the Action to work on.

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Processing can be of various types such as:-

Select the one you want. For this case select Workflow.

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Click and Enter the Workflow Number that you want to assign with this Action.

Click and Enter Action Description.

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Click and assign Schedule Condition.

Schedule Condition decides whether an action should be scheduled for processing or not. An action is therefore generated only if the schedule condition is met. It is not mandatory to assign a schedule condition.

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Select anyone that suits your requirement and proceed further.

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Click and assign Start Condition.

Start Condition is checked before an action is executed. The Action is executed only if the Start Condition is satisfied.

Here you won’t be able to assign a Start Condition; there is another tab in Actions where we can assign Start Condition.

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Click and Action Configuration is complete.

Click and save it in a Transport Request.

To assign Start Condition -> Press SAP Reference IMG -> Customer Relationship Management ->Basic Functions -> Actions -> Actions in Transactions -> Change Actions and Conditions -> Define Conditions.

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In Scheduling of Actions, find your Action – Test an Action Profile.

It shows you the entire Action that you created till now.

To assign start condition, Click on Start Condition Tab.

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Click Edit Condition to enter a condition.

Enter a Condition.

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Click ‘√’.

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Click on SAVE. Save it in the same Transport Request as Earlier.

And hence, this completes your Action Profile Creation for a Workflow.

Similarly, we can create Action Profiles for other processing also.

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Opportunity

Quotation

Lead

Sales Order

Sales Contract

Billing

Delivery

Payment

Service

Retention

Marketing

6. Transaction Processing

Transaction Type:-

It Is A Document Where We Keep The Record About A Particular Transaction.

Header Level - Information Common For All Transaction

Item Level - Information About Product

Schedule Level - Information About Delivery

Item Category:-

It Determines How An Item Behave In A Transaction Type.

Name Tran. Id Item Cat.Id

Lead Lead Lead

Opportunity OPPT OPPT

Quotation AG AGN

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Figure 1 Sales Process

Sales Order TA TAN

Copying Control:-

While Creating Follow Up Transaction System Loses Its Back End Link For This Purpose We

Do Copying Control.

Step 1:-Define Transaction Type

Step 2:-Define Item Category

Step 3:-Define Item Category Determination

Step 4:-Define Copying And Control For Transaction Type

Step 5:-Define Copying And Control For Item Category

Stap 6:-Define Item Category Determination When Copying

6.1. Define Transaction Type

IMG → CRM → Transaction → Basic Settings → Define Transaction Type

Select Lead Then Click On Copy As Icon, Change Id (Title) And Description

Enter Continue

Select Opportunity Click On Copy As Icon Change Id And Description

Enter And Save , Exit

6.2. Define Item Category

IMG → CRM → Transaction → Basic Settings → Define Item Category

Select Lead Icon Copy As Icon Change Id And Description

Enter Continue

Select Opportunity Icon Copy As Icon Change Id And Description

Enter And Save , Exit

6.3. Define Item Category Determination

IMG → CRM → Transaction → Basic Settings → Define Item Category Determination

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Click On Position In The Field Transaction Type – Lead

Press Enter

Select All Three Lead Click On Copy As Icon

In The Field Transaction Type Press F4 Select Lead Three Times Lead Id And Enter

Then Save And Exit

Click On Position In The Field Transaction Type – Oppt

Press Enter

Select All Fourteen Opportunity Click On Copy As Icon

In The Field Transaction Type Press F4 Select Oppotunity Fourteen Times Oppotunity Id

And Enter Then Save And Exit

6.4. Define Copying And Control For Transaction Type

IMG → CRM → Transaction → Basic Settings → Copying Control For Business Transaction →

Define Copying Control For Transaction Type

Click On New Entry

In The Field S.Tran Press F4 And Select Your Lead In The Field Tgt.T.T Press F4 And

Select Opportunity Type

Enter Press And Save, Exit

6.5. Define Copying And Control For Item Category


Define Control And Copying In Item Category

Click On New Entry

In The Field S.I.Cat. Press F4 And Select Your Lead Item Category

In The Field T.I.Cat Press F4 And Select Your Opportunity Item Category

Enter And Save, Exit

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6.6. Define Item Category Determination When Copying


Define Item Category Determination When Copying

Click On New Entry

In The Field S.I.C Press F4 And Select Your Lead Item Category

T.T.T In The Field Transaction Type Press F4 And Select Your Opp. Transaction Type

Target Item Cat. Press F4 And Select Your Opp. Item Category

Enter And Save & Exit

6.7. Testing:-

T.Code – Crmd_Order

Click On Business Transaction Then Click On Create

Double Click On Your Lead, In The Field Sales Prospect Type 300027

Press Enter And Save

Click On Create Follow Up Transaction Icon

Click On Your Opportunity

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Transaction Type

PDP

Partner Function

Access Sequence

Batch Sequence

Dialog Sequence

7. Partner Determination Procedure (PDP)

PDP Is To Determine The Business Partner Involve In A Transaction Type.

Partner Function:-It Is Nothing But The Roles.

Access Sequence:-It Is A Search Strategy.

Bath Sequence:-It Is Also Search Strategy Pointing Towards Source.

Dialog Sequence:-It Is The Source Indicator With In Bath Sequence.

Note :-

We Use Four Sources for PDP

1) Bp Relationship

2) Preceding Document

3) Current Partner

4) Organization Data

Step 1:-Define Access Sequence

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Step 2:-Define PDP

Step 3:-Define Partner Function And Assign Access Sequence

Step 4:-Assign PDP To Transaction Type

7.1. Define Access Sequence

IMG → CRM → Basic Function → Partner Processing → Define Access Sequence

Click On New Entry

Give Id And New Description Then Enter

Select Your Access Sequence

Double Click On Folder Individual Accesses

Click On New Entry

In The Field Bath Seq. Type 10, In The Field Dialog Seq. Type 20

In The Field Source ( Business Partner Realtion Ship )

In The Field Partner Function Select Sold To Party (CRM)

Enter And Save & Exit.

7.2. Define PDP

IMG → CRM → Basic Function → Partner Processing → Define Determination Procedure

Select 00000001 ( Telesales ) Click On Copy As Icon

Change Id And Description , Enter Copy All Then Continue

Select Your Newly Create PDP, Double Click On Folder Procedure User

Select Sales

Double Click On Folder Partner Function In Procedure

7.3. Define Partner Function and Assign Access Sequence

Same Screen Click On New Entry In The Field Partner Function Select Contact Person

(CRM)

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In The Field No. Of Occurrence Lowest (1) And Hight (5)

In The Field Access Sequence Select Your Access Sequence Then Enter, Save & Exit.

7.4. Assign PDP to Transaction Type

IMG → CRM → Transaction → Basic Setting → Define Transaction Type

Double Click On Telesales

In The Field Partner Determination Pro. Select Your Pdp

Enter And Save &Exit.

7.5. Maintain BP Relationship

Business PartnerT.Code Bp

Open Sold To Party General Data Click On Relationship Button

In The Field Reference Category Select Has The Ship To Party In The Field Relationship

To Bp Provide Ship To Party Id Press Enter Then Continue

Save and Exit.

7.6. Testing:-

– Crmd_Order

Click On Business Transaction Then Click On Create

Double Click On Telesales , In The Field Sold To Party Give Sold To Party Id

Press Enter Then Continue

Click On Partner Tab

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8. Web Clint UI

Step 1:-Define PFCG Role

Step 2:-Define Navigation Bar Profile

Step 3:-Define Business Role and Assign Navigation Bar Profile and PFCG Role

Step 4:-Assign Business Role to a Position of Your Organization Structure

8.1. Define PFCG Role

T.Code - PFCG

In The Field Role Press F4 Select SAP_CRM_UIU_MKT_PROFESSIONAL

Click on Copy Role Icon, In the Field To Role Change The Id (Save The Id For Next

Steps)

Click On Copy All Then Exit

8.2. Define Navigation Bar Profile

IMG → CRM → Ui Framework → Technical Role Definition → Define Navigation Bar Profile

Select MKT-PRO, Click on Copy As Icon

Change Id and Description

Enter Copy All

Continue Two Times the Error

Click on Skip Icon Then Continue and Save & Exit

8.3. Define Business Role and Assign Navigation Bar Profile and PFCG Role

IMG → CRM → UI Framework → Business Role → Define Business Role

Select MARKETINGPRO, Click on Copy as Icon

Change Id and Description

In The Field Navigation Bar Profile Press F4 and Select Your Navigation Bar Profile

In The Field PFCG Role Type Select Your PFCG Role

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Enter and Continue

Save & Exit.

8.4. Assign Business Role to a Position of Your Organization Structure

T,Code - - PPOCW

Then Continue

Give Id And Description

Create A Position

Assign User To The Position

Right Click On The Position Then Click On Assign

Double Click A User (Sapuser) Continue , Select The User Name Then Continue Then

Save

Double Click On Position , Click On Go To (Menu Bar)

Detail Object And Go To Enchange Object Description

Under Info Type Name Select Business Role Click On Create Icon In The Field Business

Role Press F4

Select Your Business Role Then Select

Enter And Save & Exit.

8.5. Testing:-

In The Easy Assess Screen

Right Click On The Folder Favorite

Click On Add Other Objects

Double Click On BSP Application

In The Field BSP Application Type - CRM_UI_FRAME

Description ( Exp- Ankush Ui)

In The Field Start Page Type - Default.Htm

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Continue

8.6. Perform Customizing Steps to Organization Structure( Web UI)

Step 1:-Define Logical Link

Step 2:-Define Work Center Group

Step 3:-Assign Links

Step 4:-Define Work Center

Step 5:-Assign Groups

Step 6:-Define Profile

Step 7:-Assign Work Center

Step 8:-Mark Visual And In Menu Of Your Logical Link

Path For Step 1 To 7:-

IMG → CRM → UI Framework → Technical Role Definition → Define Navigation Bar Profile

CRMC_UI_NBLINKS

8.6.1. Define Logical Link

Double Click On Folder Define Logical Links

Select Md-Org-Cr, Click On Copy As Icon

Change Id, Title And Description

Enter And Save

8.6.2. Define Work Center Group

Double Click On Folder Define Work Center Link Group

Click On New Entry

Change Group Type – Create

Give Id, Title And Description

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Enter And Save

8.6.3. Assign Links

Double Click On Folder Assign Links

Click On New Entry

In The Field Log Link Id Press F4 And Select Your Logical Link Id

Give A Position 1

Enter And Save

8.6.4. Define Work Center

Double Click On Folder Define Work Center

Click On New Entry Give Id

Then In The Field Logical Link Id Press F4 Select Your Logical Link Id

Give Title And Description

Enter And Save

8.6.5. Assign Groups

Double Click On Folder Assign Groups

Click On New Entry In The Field Group Id Press F4 Select Your Group Id

Give A Position 1

Enter And Save

8.6.6. Define Profile

Double Click On Folder Define Profile

Select Your Navigation Bar Profile

8.6.7. Assign Work Center

Double Click On Folder Assign Work Center

Click On New Entry In The Field Work Center Id

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Press F4 And Select Your Work Center Id

Give Position 1


8.6.8. Mark Visual and In Menu Of Your Logical Link

IMG → CRM → Ui Framework → Business Role → Define Business Role

Select Your Business Role

Double Click On Folder Adjust Work Center Group Links

Select The Check Box Visual And In Menu Of Your Logical Link

Save And Exit

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Marketing Plan

Marketing Plan Element

Campaign(An Operational Unit with Cost Plan and Goal)

Campaign Element

9. Marketing

.

9.1. Create Marketing Plan:-

In The Web UI Click on Marketing Work Center

Under Create, Click On Marketing Plan

Give Id and Description

In The Field Type Select

Maintain Plan Start and Plan End Date

Then save

Click On Show Hierarchy Button

Click On New

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Click On Create, In The Field Type In Any Thing

Maintain Plan Start and Plan End

Then Save

Step 1:-Define Objectives

Step 2:-Define Tactics

Step 3:-Define Type / Objectives / Tactics

9.2. Define Objectives

IMG → CRM → Marketing → Marketing Planning → Campaign Management → Basic Data →

Define Objective


9.3. Define Tactics


Define Tactics

Click On New Entry


Enter and Save & Exit

9.4. Define Type / Objectives / Tactics


Define Types/Objectives/Tactics

Click On New Entry

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Then Select Category – Campaign

Double Click On Folder Types/Objectives

Click On New Entry Press F4 And Select Your Objective

Then Press Enter, Then Select Your Objective, Then Double Click On Folder

Types/Objective/Tactics

Click On New Entry

Press F4 and Select Your Tactics, Enter And Save & Exit.

9.5. Segmentation

There Are Four Types Of Data Sources For Segment Builder.

1) Attribute Set

2) Infoset

3) BI Infocube

4) ELM (External List Management)

Step 1:-Maintain Attributes

Step 2:-Maintain Attribute Set

Step 3:-Assign Attribute Values To BP

Step 4:-Define Data Source

Step 5:-Maintain Attribute List

Step 6:-Segment Builder

9.5.1. Maintain Attributes

T-Code - CRMD_PROF_CHAR

Click On Create Attribute Button

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Format Select Characters.

Then Select Number of Characters – 20

Then Select the Check Box Multi Value

Give attribute values and description

Atr.Value Description

Age 20 Yer – 30 Yer Age 20 Yer- 30 Yer

Age 31 Yer – 40 Yer Age 31 Yer – 40 Yer

Age 41 Yer – 50 Yer Age 41 Yer – 50 Yer

Enter And Save

Same Steps For Salary

Atr.Value Description

Salary 20 K – 30 K Salary 20 K- 30 K

Salary 31 K – 40 K Salary 31 K – 40 K

Salary 41 K – 50 K Salary 41 K – 50 K


9.5.2. Maintain Attribute Set

T-Code- CRMD_PROF_TEMPL

Click On Create Attribute Set Button


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In The Field Attribute Press F4 and Select Your Attribute


9.5.3. Assign Attribute Values To BP

T-CODE- CRMD_PROF_BP

Click On Assignment Button in The Field BP Give Id And Field Attribute Set Press F4

And Select Your Attribute Set

Click on Ending Attribute

Then Select The Values

Then Enter, Save & Exit

9.5.4. Define Data Source

T-CODE - CRMD_MKTDS

Click On Create Data Source Button

In The Field Origin Type Select Attribute Set Then Field Attribute Set Press F4 and

Select Your Attribute Set


9.5.5. Maintain Attribute List

T-CODE- CRMD_MKTDS

Click On Create Attribute List Button

Give Description

User Id Select Campaign

Press Enter

Click On Assign Data Source Button

Select Your Attribute Set And Continue

Then Expend Your Attribute Set Non Select The Check Box Of Your First Attribute

Click On Create Filter Icon

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Select All Value And Continue

Select The Second Attribute

Click On Create Filter Icon

Select All Value And Continue

Then Save & Exit

9.5.6. Segment Builder

In The UI Open Your Campaign

In The Segment Assignment Block Click On New Button

In The Field Profile Set Give A Name Then Save

Click On Graphical Modular Button

In The Field Attribute List Select Your Attribute List

Dray And Drump The Attribute Value To The Staging Area

Right Click On Your Target Group

Than Build Target Group

Then In Dialog

Save And Back

9.6. Mail Form

In The UI Click On Marketing Work Center

Under Create Click On Mail Form


Subject New Product Range

Click On New Text Element Button


Hello (Msg)

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Click On Attribute Button

Select (Person First Name) Insert

Select (Person Last Name)

Save

Click On Test Save & Preview Button

Give Email Id And Select Bp

Click On Preview Button

9.7. Assign Mail Form to Your Campaign

Open Your Campaign

Click On Edit Button In The Field Communication Medium (Select Email ), Select

Sender, Select Form For Email

Save

9.8. Campaign Execution

Open The Marketing Plan Under Which The Campaign Was Created

Click On Edit Button

Select The Status ( Released)

Then Save

Then Open Your Campaign, Click On Edit Button

Select The Status (Released)

Then Save

Click On Start Button

Select Start Immediately

Then Click On Start

T-CODE - SOST

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10. ELM (External List Management)

Note :- The File Need To Save As .CSS (Comma Delimited) Or .Txt (Tab Delimited)

Format

Step 1:-Maintain Mapping Format

Step 2:-Maintain External List

10.1. Maintain Mapping Format

In The UI Click On Marketing Work Center Then Under Create Click On Mapping

Format Give Id And Description

Click On Select A File Button

Click On Upload

Then In The Field Delimiter Type Select Comma

Click On Refresh Button

In The Field Filter For Criterion Select ‘Person’

Select The First Name Left Hand Side

Select The First Name Right Hand Side

Click On Map

Same Way For Last Name Also

Click On Back

Save

10.2. Maintain External List

Click On Marketing Work Center Under Create Click On External List


Give Origin And Type

Click On Select Clint File

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Select Delimiter Type (Comma)

Select The Check Box Read File, Map Data, Maintain Bp, Maintain Target Group

Then Give Id Of Target Group And Segmentation Module Id

Click Start Immediately

Select Mapping Format

Then Click On Start

11. Survey

Step 1:-Create Survey

Step 2:-Define Determination For Questionnaires

Step 3:-Define Lead Qualification Level

Step 4:-Assign Qualification Level To Questionnaires

11.1. Create Survey

In The UI Click On Marketing Work Center Then Under Create Click On Survey

Give Id

Then Field Application (Lead)

Give Description

In The Survey Prework Assignment Block Click On Edit

Enter A Title

Select Question Maintain Question And Attributes

Click On Question Button

Then Type The Question ( Exp- What Is Your Marital Status ? )

Give Rating Factor – 30

Click On Answer Button

In The Field Answer Cate- Select (Radio Button )

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Click On Answer Option Button

Then Type Your Answer (Unmarried)

Give Rating – 20

Click On Back

Click On Activate Icon

11.2. Define Determination for Questionnaires

IMG → CRM → Transaction → Setting For Leads → Questionnaires For Leads → Define

Determination For Questionnaires

Click On New Entry


Maintain Validity Date From :- 28.07.11 To :- 08.09.11

In The Field Transaction Type

Press F4 And Select Your Lead Transaction Type

In The Field Questionnaires Id

Press F4 And Select Your Survey , Select The Check Box Active


11.3. Define Lead Qualification Level

IMG → CRM → Transaction → Setting For Leads → Define Lead Qualification Level

Click New Entry

A 1 Very Hot Very Hot

A 2 Very Warm Very Warm

A 3 Very Cold Very Cold

Save And Exit

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11.4. Assign Qualification Level To Questionnaires

IMG → CRM → Transaction → Setting For Leads → Questionnaires For Leads → Assign

Qualification The Questionnaires

Click On New Entry

In Questionnaires Press F4 Then Select Your Survey, Enter

Double Click On Folder Qualification Level

Then Click On New Entry

Very Hot – 80

Very Warm – 60

Very Cold – 40

Select Your Qualification Level Give Minimum Percentage


11.5. Testing:-

In UI Click on MKT Work Center

Under Create Click on Lead Then Select Your Lead

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12. Define Sales Cycle and Sales Stages

Step 1:-Define Sales Cycle

Step 2:-Define Sales Stage

Step 3:-Assign Sales Stages to Sales Cycle

Step 4:-Assign Sales Cycle to Your Opportunity Sales Cycle

12.1. Define Sales Cycle

IMG → CRM → Transaction → Setting For Opportunity → Define Sales Cycle And Sales

Stages → Define Sales Cycle

Click On New Entry

Give Id And Description ( Exp. Home Loan)


12.2. Define Sales Stage


Stages → Define Sales Stages

Click On New Entry

Give Id And Description (Doc. Collection)

A 1 Doc. Collection Doc. Collection

A 2 Verification Verification

A3 Discussion Discussion

A4 Disbursement Disbursement


12.3. Assign Sales Stages to Sales Cycle


Stages → Assign Sales Stages To Sales Cycle

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Click On New Entry

In The Field Sales Cycle Press F4 And Select Your Sales Cycle

In The Field Sales Stages Press F4 And Select Your Sales Stages


12.4. Assign Sales Cycle to Your Opportunity Sales Cycle

IMG → CRM → Transaction → Basic Settings → Define Transaction Type

Select your Opportunity Transaction Type

Double Click on Folder Assignment Of Business Tran. Categories Select Opportunity

Double Click on Folder Customizing Header

In The Field Sales Cycle Select Your Sales Cycle


12.5. Testing

Go To Opportunity

Select Your Opportunity

13. Service Contract Product

Step 1:-Maintain Availability and Response Times

Step 2:-Maintain Hierarchy and Categories

Step 3:-Create or Maintain Product

13.1. Maintain Availability and Response Times

T-CODE - CRMD_SERV_SLA

Click On Change Display Icon

Click On New Entry


Click On Availability Time Icon

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Select All Days

Maintain Time From 00:00 To 23:59

Time Zone : Utc 05:30

Click On Copy Button

Select Your Service Profile

Double Click On Folder Response Profile

Then Click On New Entry


Then Select The Check Box Priority

Double Click On Folder Indicators For Response Time

Click On New Entry

In The Field Priority Press F4 And Select The Priority Induasly

Press Enter And Select The First Priority

Now Double Click On Folder Response Time

Click On New Entry

In The Field Name Of Duration Press F4

Select Cic_Tmdeal (Processing Time)

Give Duration Value And Time Unit

Then In The Field Name Of Duration Field Dlv Time Then Give Duration Value And

Time Unit. Same Way Maintain Processing Time And Delivery Time For Other Proirities

Save And Exit

13.2. Maintain Hierarchy and Categories

T-CODE - COMM_HIERARCHY

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Click On Start

Click On R3prodstyp

Click On Change Display Icon

Then Continue

Expend The Category

Right Click On Ser_Service

Then Click On Creat New Category

Give Id Ser_

Description – (Exp. Ankush Service Category)

Then Continue

Click On Set Type Tab

Click On Add Set Type Icon

Add The Below Sat Types

Set Type Description Ink Posting View Id View Desp.

Comm_Pr_Lgtext 10 Basic General

Comm_Pr_Shtext 20 Basic General

Comm_Pr_Unit 30 Basic General

Serviceplan 40 Basic General

Comm_Pr_Srv 10 Service General

Crmm-Pr_Srvdur 20 Service General

Crmm_Pr_Srvent 30 Service General

Save And Exit

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13.3. Create or Maintain Product

T-CODE - COMMPR01

Click On Create Service Button

Then Field For Category Press F4 And Select Your Category

Then Click On Continue Button Give Id And Description

In The Field Base Unit Of Measure Select (Hours)

Click On Service Tab In The Field Duration Of Work Give 1 Hours

Then In The Field Service Profile Press F4 And Select Your Service Profile

Then In The Field Response Profile Press F4 And Select Your Response Profile

Click On Condition Tab

In The Field Cctc Press F4 And Select Opsv

Select The First Organization Unit

Then Continue

Then Field Sales Org. Press F4 and Select Your Sales Org. Then Give Amount And

Currency.

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Documents

CRM NOTES