CRM Fundamentals-I

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TCRM10 CRM - FundamentalsFS310 Inkasso/Exkasso

THE BEST-RUN BUSINESSES RUN SAP

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TCRM10 CRM – Fundamentals I

SAP CRM 2007 (6.0)

Version 81

Material number: 50091081

© SAP AG TCRM10 Preface-1


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Copyright 2008 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

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…



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Course Prerequisites

Essential

Basic business knowledge of CRM processes and CRM concepts

Recommended

Knowledge of SAP Sales and Distribution business processes (e.g. SCM600 or certification in SCM Order Fulfillment)


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Target Group

??

Target Group

Solution Consultants responsible for implementing Customer Relationship Management with SAP CRM

Duration

5 Days


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Course goals

Course content

Contents:

Course Overview


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

use the basic knowledge a CRM Solution Consultant requires for all consultant profiles

Course Goals


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PrefaceCourse Overview

Section SAP CRM Solution OverviewSection CRM Basic Data and Customizing

Course Content: TCRM10 – CRM Fundamentals I

urse contains two main sections:

iew

plications) of SAP CRM without going into the configuration

(Customizing). The section CRM Basic Data and Customizing will focus on generic CRM master data and customizing thereof.

This SAP Consultant Education co

• SAP CRM Solution Overv

• CRM Base Customizing

Each individual section is subdivided into different units. The section SAP CRM Solution Overviewwill focus on the key areas (ap



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Section: SAP CRM Solution Overview

SAP CRM Solution OverviewSAP CRM Solution Overview


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SAP CRM Solution Overview – Section Outline

Units:

1. Introduction to SAP CRM

2. Basics & Architecture

3. SAP CRM Marketing

4. SAP CRM Web Channel

5. SAP CRM Partner Channel Management

6. SAP CRM Sales

7. SAP CRM Interaction Center

8. SAP CRM Service

9. SAP CRM Field Applications

10. SAP CRM Analytics

11. SAP CRM Implementation & Operation


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Course Topics – Introduction to SAP CRM

Unit:


2. Basics and Architecture




6. SAP CRM Sales


8. SAP CRM Service





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Introduction to SAP CRM: Objectives

At the end of this unit, you will be able to:Explain how SAP CRM is embedded in the business environment of the SAP Business SuiteDescribe the basic SAP CRM key processes of all key capabilities


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Introduction to SAP CRM: Scenario

Competitive markets, demanding customers, and the need to optimize internal processes put companies under great pressure. They therefore demand a complete software solution that is easy to use, fully integrated, customized to meet specific requirements, and flexible to implement.


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Introduction to SAP CRM – What is CRM?

What is CRM?

SAP CRM – Overview

Case Study


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What is CRM?

Customer Relationship Management (CRM) is a business strategy that aims to optimize customer interactions in order to maximize

the success of the business

lly connected to your customer so you ation

gement is also to achieve „One face to the customer“ that means independent via which channel the customer is contacting your company he or she should get consistent and actual information.

Customer Relationship Management can help you stay totadeliver the kinds of products and services that they truly need. It keeps the lines of communicopen and helps create lasting and profitable relationships.

Goal of the usage of Customer Relationship Mana


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Introduction to SAP CRM – SAP CRM Overview

What is CRM?


Case Study


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SAP CRM as Part of the SAP Business Suite

SAP SCM

SAP PLM

SAP CRM

SAPSRM

SAP ERPFinancials

Human CapitalManagement

Corporate ServicesOperations

SAP NetWeaver

SAP Business Suite and the Corporate Business Environment

Mul

ticha

nnel

Products & Services

Supply Chain Partners

Operations & Administration

Customer

Partners

e

porting databases, applications, rs.

ng SAP solutions:

gement)

applications using enterprise services, orchestrate business processes and events, manage enterprise information, and deliver applications and content to users more quickly and cost-effectively.

The SAP Business Suite is a suite of business applications to enable companies to manage the entirvalue chain across business networks, transforming into a more adaptive business.

The solutions in the SAP Business Suite are open and flexible, supoperating systems, and hardware platforms from most major vendo

The SAP Business Suite consists of the followi

• SAP ERP (Enterprise Ressource Planning)

• SAP CRM (Customer Relationship Mana

• SAP SCM (Supply Chain Management)

• SAP PLM (Product Lifecycle Management)

• SAP SRM (Supplier Relationship Management)

With the SAP NetWeaver platform, IT can be aligned with business requirements. SAP combines composition technologies and application functionality to reduce IT complexity and increase business flexibility. With SAP NetWeaver, you can compose


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Company Departments with Customer Interaction

Which departments within a companyinteract with customers?

ous industries (e.g. for Media, Utilities, Pharmaceuticals, Public Sector, Telecommunications, High Tech) SAP CRM provides multiple industry-specific scenarios and customizing options.

In daily business various departments like Marketing, Sales and Service interact directly and regularly with customers.

From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customer-oriented way.

Additionally based on the operational experiences it is necessary to monitor and analyze your processes in particular to optimize your future business and customer contacts.

In addition to fulfill the different requirements of vari


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Customer Interactions in Marketing

Key ProcessesCampaign managementCustomer segmentationLead managementE-marketingTrade Promotion Management(TPM)Marketing planning and analytics

n,

Thanks to integrated analysis functions, the financial results brought about by marketing plans and campaigns are recorded in real-time. This facilitates qualified decision-making.

SAP CRM provides comprehensive marketing functionality for automating the planning, executioand measurement of marketing effort.

It unites marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation key functions on a comfortable and configurable interface.

Initiatives toward reaching fixed company goals can be developed and carried out. To do this, KPIs are determined and measured.


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Customer Interactions in Sales

Key ProcessesCustomer order management, quotations, and contractsAccount and contact managementOpportunity management and pipeline analysisActivity managementCommissions and incentivesSales planning and analytics

efficient with time and effective in action, provides the quire,

es ractices and seamless order to cash processes

to most effectively manage customer demand – consistent interactions, insightful information, seamless integration, always accessible, simple to use.

With Enterprise Sales, Telesales, Field Sales and E-Selling, SAP CRM offers companies first classsolutions for handling customer contact anytime, anywhere.

SAP CRM prepares your sales force to beknowledge needed to turn insight into action, and maintains focus on productive activity to acgrow and retain profitable relationships.

SAP CRM supports sales forecasting and analytics for historical and predictive information, territory and account management to optimize and increase efficiency of your sales organization, opportunity and pipeline management to provide full visibility into potential sales, sales processand methodologies to leverage company-specific best p


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Customer Interactions in Service

Key ProcessesService Request, Service Order, and Contract AdministrationComplaint ManagementCase ManagementInstalled Base Management Knowledge ManagementWorkflow and Escalation ManagementWorkforce ManagementService Planning and Analytics

tation creation and processing, order creation,

and assignment to the most appropriate field service representative, right through to confirmation and billing of the work performed for the customer.

SAP CRM Service supports all aspects of service order processing within the service organization,from responding to the customer's initial inquiry, quo


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Customer Interaction Channels

Which channels does an enterprise use to interact with

customers?

M environment due to the different requirements and processes of various industries

ed and web-based accesses offer a single-point of entry for all relevant tasks in marketing,

all systems that are relevant for an employee within a single user

ions offer everywhere and anytime access to the required information and

llment of required business processes via telephony and E-mail

- und E-service platform with personalized,

24x7x365. Customers can access and research information and

r Channel Management with SAP CRM combines Web Channel Management and traditional

CRM to a comprehensive partner management solution (collaboration with resellers, dealers, agents etc.)

Within the CRthere are existing and supported different interaction channels with customers:

Back-office Personalizsales and service and integrateinterface.

Field Service, Offline-User Various field applicatprocesses of field service employees.

Interaction Center Via the Interaction Center fulfiintegration is supported.

Web Channel Management SAP CRM offers a complete E-marketing-, E-commerceconvenient and consistent servicethen purchase products or services anytime, anywhere.

Partner Channel Management Partne


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SAP CRM Solution Map

SAP Customer Relationship Management provides the insight and analysis you need to anticipate customer needs and build lasting, profitable customer relationship. SAP CRM enables integrated industry-specific processes to support customer-facing departments in marketing, sales, and services. Plus, you get a 360-degree view across all customer touch points and interaction channels – including the Internet, interaction centers, and channel partners – as well as powerful analytics.

cesses and functions that can increase a company’s ability to compete,

, try

You can access the SAP Solution Map for SAP CRM on the Service Marketplace via the alias “solutionmaps”.

Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. It can be difficult to visualize, evaluate, and communicate these business processes. With SAP Solution Maps, you canunderstand individual solutions quickly and appraise their potential value for your company. They help focus on the core prostrengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves.

The Solution Map is a comprehensive collection of industry-specific and cross-industry solutionsinfrastructure and service blueprints, Solution Maps, and Collaborative Maps. Using the indusknowledge and technical expertise SAP has acquired through extensive business experience andresearch, Solution Maps outline specific ways that technology can help integrate companies’ existing resources and extend business processes beyond the borders of traditional enterprises.


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Component Views

Guides to Configuration

Solution Manager

Solution Manager – CRM Content Supports Implementation

reduce costs, increase revenue, and

dreds of business

CRM Business Content is delivered exclusively with SAP Solution Manager. You can regularly download updated content from SAP Service Marketplace.

SAP CRM Business Scenarios are designed to help customersincrease customer satisfaction. They support nested business processes in the areas of sales, service and marketing, and across various communication channels.

The SAP Solution Manager makes pre-configured CRM content in the form of hunprocesses available.

The business processes are displayed graphically using SAP Component Views®.


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Introduction to SAP CRM – Case Study

What is CRM?


Case Study


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Case Study: SAP CRM Solution Overview

55SAP CRMPartner Channel Mgmt

Channel manager creates lead; partner

creates order

Analyst monitors various key factors

1010

33 Marketing manager creates target group and

marketing campaign

Customer callsInteraction Center

77

SAP CRMInteraction

Center

SAPCRM

Solution

44Customer makes

purchasesin a Web shop

SAP CRMWeb Channel

Sales order is replicated in SAP Enterprise,

6

and delivery takes place

6SAP CRMSales

Technical service representative creates service

order and assignsit to service employee

88 SAP CRMService

99Service employeeprovides solution

to customer

Note: The numbers here refer to chapters

SAP CRMMarketing

SAP CRMField Application

mySAP CRMAnalytics

and demonstrate the integration of all the various SAP CRM key capabilities and case

This case study is also the basis for the course structure that is displayed in the course topics overview.

To point outinteraction channels this course (especially the exercises) is build up using an integrated CRMstudy.


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Introduction to SAP CRM: Summary

You are now able to:Explain how SAP CRM is embedded in the business environment of the SAP Business SuiteDescribe the basic SAP CRM key processes of all key capabilities



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Course Topics – Basics and Architecture

Unit:






6. SAP CRM Sales


8. SAP CRM Service





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Basics and Architecture

Overview of SAP CRM Architecture

Channel Architecture

Introduction into the WebClient User Interface


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Basics and Architecture: Objectives

At the end of this unit, you will be able to:Describe the various components of SAP CRM architectureList the various channels used in the SAP CRM landscapeExplain the concept and usage of the WebClient User Interface


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Case Study: Basics and Architecture

In order to optimize your customer interactions, you intend to implement different channels within your company, such as Internet, telephony, field sales, and partners. You therefore have to become familiar with the SAP CRM system landscape.

Additionally, you wish to provide your employees with an intuitive and user-friendly interface to carry out their daily work.


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Mobile Clients

Web ChannelAs a

logical box

ERP System

SAP NetWeaverPortal

SD

Telephony, E-Mail

CRM System

SAP CRM Architecture Concept

Handhelds

SAPBI

SAP SCM

Interaction Center

CRM functions and incorporates CRM components as well ),

to other s P

P

• bile sales representatives and service engineers can access the -to-date information

• The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems

The SAP CRM solution is the sum of allas the components SAP Business Intelligence (SAP BI), Supply Chain Management (SAP SCMand SAP ERP (SAP ECC or SAP R/3).

A central CRM server with system access through various channels and a connectionsy tems are both contained in SAP Customer Relationship Management (CRM), a part of the SABusiness Suite. The following application components are supported in SAP CRM:

• Interaction Center: Using integrated Interaction Center solutions, clients can contact sales or service representatives by telephone, fax, or e-mail.

• Web Channel (Internet): Internet users may configure and order products or services using SACRM Internet components. Mobile Clients/Handhelds: MoSAP CRM system from their laptops or other mobile devices to exchange upwith the central CRM server.

The SAP CRM solution offers you the following, fully-integrated connections:

• The SAP CRM system as a central CRM server with corresponding application components • The SAP ERP system (SAP ECC or SAP R/3) as a back-end system with tried and true ERP

functions • The SAP BI system as a data warehouse solution with comprehensive statistical and analysis

functions • The SAP SCM system as a global Available-to-Promise (ATP) check and demand planning

solution


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SAP CRM and Other SAP Systems

Plug-InR/3 Adapter

ERP System

CRM Middleware

BW Adapter

CRM Enterprise

SAP SCMSAP BW

CRM System

as a

between the Customizing, master, and data in both directions.

her the requested items can be delivered on

P

As of SAP ECC 6.0, the plug-in will be contained directly in SAP ECC. Until SAP ECC 6.0 the plug-in is delivered separately and has to be installed.

Data is exchanged between the CRM system and a connected ERP system (minimum SAP R/3 Release 3.1I) using the CRM Middleware. A plug-in installed in the SAP ERP system actscounterpart to the R/3 adapter in the SAP CRM system, supporting data communication two systems. The data exchange includes the initial transfer oftransactional data to the CRM System, and the transfer of delta

Also a non-SAP ERP system can be connected to SAP CRM.

Sales orders can be entered in the Internet Sales application component, the Interaction Center, a mobile device, or the CRM server. To confirm whettime, you need to run the Available-to-Promise (ATP) availability check. The SAP Supply Chain Management component performs these functions.

The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the SACRM solution, and also contains data for consolidation and analysis.


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CRM Middleware

CRM Server

SAP WebApplication Server

CRM Middleware CRM Server Applications

• Interaction Center

• Opportunity Mgmt.

• Marketing Planning

• Campaign Mgmt.

• ...

CRM Adapter (validation

service)External

Interface Adapter

Groupware Adapter

R/3 Adapter

Mobile ClientMobile Clients

BW Adapter

CRM DatabaseCRM Database

CRM middleware is:An integral part of the CRM serverThe message hub

It requires:No additional softwareNo additional installationNo additional server

Advantage:Lower integrationcosts

ampaign

ehouses. A replication procedure guarantees consistent and

it to other formats. Both the ASCII adapter and external interfaces are

provides a proven development platform, scalability, platform independence, and various other SAP tools. Therefore, the SAP CRM solution can be configured just as flexibly as an SAP ERP system.

The SAP CRM solution supports the handling of CRM business objects (such as customers and prospects, activities and opportunities, and products and product catalogs) in a variety of application components including Internet Sales, Service Interaction Center, Telesales and CManagement. Some of these components require external extensions for communication and integration. These components will be described in more detail in later sections.

The middleware layer supports the controlled data exchange with other systems such as mobile clients, back-end systems, and data warup-to-date data in the distributed local databases, especially for mobile users. Message queuingensures data delivery and processing.

Software adapters are used to connect to external systems. These adapters are responsible for assigning data and convertingprovided for this. The SAP CRM application components also exchange data with the middleware layer using a CRM adapter.

The SAP CRM component builds on the SAP Basis system, which


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SAP CRM and Internet Applications

SAP Web Appl. Server ABAP

CRM Business Partner

Firewall

WebServer

Browser

CRM Product

Web ChannelApplications(B2C, B2B)

Index Server &Search Engine

Internet Pricing& Configurator

(IPC)

Firewall

Web Middleware

CRM Order

CRM Product Catalog

SAP Web Appl. Server JAVA

…….…….

purchase products from published catalogs, or to

n

on

nent provides configuration and pricing data for

Within the Web Channel Applications you set up the design, logic etc. of your Web appearance.

With the Internet Sales and Internet Customer Self-Service application components, Internet users can access the SAP CRM solution to configure andrequest a particular service. The shipped, standard templates provide a ready-to-run solution, but caalso be adjusted to meet individual requirements.

The Internet application components are made available through a Web server. They are basedJ2EE (Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform.

Product catalogs are exported from SAP CRM to an external index server for faster access to product data.

The Internet Pricing & Configurator (IPC) compoWeb applications. Since the IPC is designed as a separate component, it ensures the high performance needed in an Internet environment.

Basic CRM data like Business Partners, Products, Orders etc. have to be maintained and set up inthe CRM system itself and can be used in the Web environment.


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SAP CRM Interaction Center Architecture

* Communication Management System

(for IC WebClient)

Communication & Interaction Processes

SAP BI

Backend System

SAP CRM Interaction Center

CRM Marketing Sales & Service Processes

ERP Processes (Logistics, Accounting,…)

CMS* SAP ERP

ax,

communication channels such as telephone and E-mail using a Communication

n

mputer telephony integration, automatic call list distribution, erage

Beside of ICI the former used connection interface SAPPhone can still be used for upgrading customers.

The Interaction Center supports various communication channels, such as telephone, E-mail and fas well as Internet based communication such as Voice over Internet Protocol (VoIP).

You can connectManagement System. This can be SAP BCM (Business Communication Management or a thirdparty product).

The IC WebClient multichannel options are consolidated using the Integrated CommunicatioInterface (ICI) in the Interaction Center. Through the use of new technology such as eXtensible Markup Language (XML) and Simple Object Access Protocol (SOAP), the open SAP CRM Integrated Communication Interface (ICI) supports the integration of SAP CRM solutions with communication components such as cointeractive voice response, e-mail administration, and chat systems. As a result, companies levtheir existing technology investments.


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SAP CRM Mobile Sales/Service (Laptop Solution)

Mobile Sales / Mobile ServiceMobile client application withseparate database on the laptopWorkgroup solutionGroupware integrationLocal Pricing and Configuration Engine

Data Synchronizationwith CRM Middleware

Filtered and unfiltered replicationDependencies between objectsTerritory ManagementRealignment

Solution ManagementQuick introduction using automatic installation processBackup and retrieval

data only

The CRM Middleware provides the necessary functionality for the data replication to mobile clients.

The SAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales and service employees.

Users have complete access to all relevant data on their laptops. However, users can accessfor their own area of responsibility (for example, all customers in one postal area).

This data is updated by regular data exchange between laptops and the central server. The communication station serves as a translator between the CRM server and the mobile clients.

The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented, visual modeling tool.


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SAP CRM: Data Exchange with Laptops

qRFC

.Net

MobileClient

Mobile Application

CommunicationStation

Middleware

OutboundQueue

InboundQueue

Site

DatabaseConsolidated

Database (CDB)

Transformationbetween

.Netand RFC

such as an SAP ERP Back-End, an SAP

e

rver for data

The Mobile Clients are connected to the CRM Server via the Communication Station.

Basically the CRM Server contains the CRM Middleware, which handles the data exchange with internal applications and external major components, Business Information Warehouse or non-SAP systems. The CRM Middleware also synchronizes thdatabases of Mobile Clients with the CRM database.

Mobile Clients: usually laptops running the Mobile Sales/Service Application, which may include the Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE)

Mobile Clients typically connect temporarily (for example, via modem) to the CRM Seexchange.


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The Continuous Focus on Usability: The SAP UI Roadmap

PCUIPCUIIC Web Client

IC Web Client

CRM Web Client

CRM Web Client

CRM 2007SAPGUISAPGUI

d consistent user interface.

t user interface used in CRM 2007 fulfills the above mentioned requirements in a perfect way and is the result of the UI evolution based on customer and user experiences in different industries.

An intuitive and user-friendly interface is key for the acceptance and success of a CRMimplementation.

Especially part-time users are expecting an easy-to-use an

Depending on the release SAP has offered different UIs.

The CRM WebClien


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User Interface Concept – Screen Structure

Work Area

NavigationArea

Header

ser Interface of CRM 2007 is divided into three main

ation area and header area are also known as L-

• The center part of the screen is the work area.

The screen of the new CRM WebClient Uareas:

• At the top the header area is located.

• On the left the navigation bar is located. Navigshape.


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User Interface – L-Shape

The L-shape provides easy global navigation throughout the entire SAP CRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area.

5

43 2

1

6

1.System Links

2.Saved Searches

3.Work Area Title

4.History

5.Navigation Bar

6.Quick Create Links

the entire SAP

The position and size of the L-shape is static and its content can be configured as business-role dependent.

The L-shape within the user interface provides easy global navigation throughoutCRM application. Generic shortcuts for fast data entry, access, and other information are also included. The L-shape consists of a header (top) and navigation (left-hand) area.


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User Interface – Entry Page HOME

The HOME page is the starting point for every user in daily business. It contains the most important personal information and access to the most frequently used tools.

y

iled information

•

s today

today

e configured per role.

Furthermore individual personalization by each user is supported.

The HOME page provides:

• A quick, direct overview of the current da

• Hyperlinks to more deta

Predefined content for

- My appointment

- My tasks

- Reports

- Alerts

- Workflow tasks

The available content and screen structure of the HOME page can b


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The Overview Page provides all important information regarding a single object in a scrollable format

User Interface – Overview Page

ing a single object in nd personalized.

tables and hierarchies can be displayed.

on and a set

The overview page contains the hyperlinks for cross navigation to related information.

The overview page provides an overview of all important information regarddisplay mode. It is structured in assignment blocks which can be configured a

In an assignment block form views,

The overview page is non-editable.

The overview page consists of header information that allows detailed object identificatiof related information.

The overview page is the target page when following a hyperlink to an object instance.


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Overview Page: Main User Interface Elements

Work area toolbar

PersonalizationPrintHelp

Work area title

Header area

Assignment Blocks (ABs)

containing information

related to this object

Assignment Block Toolbar

of the User Interface are:

olbar

• Assignment blocks

The main elements

• Work area title

• Work area to

• Header area


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Pre-Configured Roles in SAP CRM

The following applications are run with pre-configured roles:

Sales

Marketing

Service

Interaction Center

Partner Channel Management


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Basics and Architecture: Summary

You are now able to:Describe the various components of SAP CRM architectureList the various channels used in the SAP CRM landscapeExplain the concept and usage of the WebClient User Interface



Exercises

Chapter: Basics and Architecture Topic: Navigation in the WebClient User Interface

ou will be able to:

ace

ce

Display information about an account

At the conclusion of this exercise, y

• Log onto the SAP CRM system

• Navigate within the WebClient User Interf

• Personalize the WebClient User Interfa

•

Interface (WebClient UI) in SAP RM.

1-1

1-1-2 nu for accessing the WebClient → Add other objects.

ME

I

default.htm

1-1-3 the role of a sales employee log on to the SAP CRM WebClient User Interface with Business Role

As a sales employee, you want to display, check and maintain various information about a business partner (account).

To do this, you use the WebClient UserC

Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the WebClient UI in your favorites:

1-1-1 Enter the log on data for the SAP CRM system that you receive from your course instructor. Create a favorite within the SAP Easy Access meUI by selecting Favorites Enter the following data:

Double-click on URL type BSP Application

BSP-Application: CRM_UI_FRA

Description: WebClient U

Start Page:

Select Enter.

InSALESPRO.

nt when navigating in the SAP CRM WebClient User

Always use the button

General hiInterface:

when navigating back in the SAP CRM UI instead of the Back Button of the Internet Explorer!


1-1-4 liNova (St available skins.

Persona ze the general layout of the CRM application and choose the skin andard) out of the list of

To personalize the general layout choose the personalization area in the header of the screen:

1-2 aster data of your customer ##Megastore by choosing in

the field Name 1

Branch to the account mAccount Management → Accounts. Within the search area enter ##Megastore

/ Last name.

Replace ## by your group number (also within every further exercise)

First of all you would like to see the information regarding the employee responsible directly within the search result list.

Hint:

1-2-1

ize pages in the WebClient User Interface.

1-2-2 liResponsi Name”.

Up to now you are not familiar with the personalization options and procedure. Use the relevant tool to get help how to personal

Persona ze the result list in the way that a column displaying the Employble will be displayed next to the column “

ee

To personalize the appearance of the search result list use icon

1-2-3

1-2-4

1-2-5

_

1-2-6 ount information you want to integrate also an assignment e

block will appear at the bottom of the screen.

1-2-7 In the next step maintain a correspondence text for your account that ##Megastore is interested in notebooks.

on the right side of the search result list.

Go to the ##Megastore’s account data from the search result list.

What is the address of ##Megastore?

____________________________________________________________

____________________________________________________________

Name several interactions our sales team had with ##Megastore in the past.

___________________________________________________________

____________________________________________________________

Within the accblock that allows you to maintain notes for the account. Personalize thaccount detail screen in the way that a new


In future you are responsibl1-3 e for all ##Megastore accounts. For efficiency reasons in the

aved search.

1-3-3 Log off in the role of a sales employee (SALESPRO).

1-4 ent links for accessing features for future units in this course (like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu.

you would like to create a saved search with the search criteria *Megastorefield Name 1 / Last name.

1-3-1 Create a new saved search with the description ## account search.

1-3-2 Select the affected accounts by choosing your created s

To prepare the differ



Solutions Chapter Basics and Architecture

: Topic: Navigation in the WebClient User Interface

1-1

1-1-2 sing the

usly created link for accessing the WebClient UI, enter your log

Via SAPGUI log onto the SAP CRM system that is used within the course and integrate a link for accessing the WebClient User Interface in your favorites:

1-1-1 Enter the log on data for the SAP CRM system that you receive from your course instructor.

Create a favorite within the SAP Easy Access menu for accesWebClient UI by selecting Favorites → Add other objects.

Select the path Favorites → Add other objects in the system and enter the data listed in the exercise.

1-1-3 In the role of a sales employee log on to the SAP CRM WebClient User Interface with Business Role SALESPRO.

Select the previoon data and choose the Business Role SALESPRO out of the list of offered Business Roles.

1-1-4 Personalize the general layout of the CRM application and choose the skin Nova (Standard) out of the list of available skins.

Branch to the personalization area of the general CRM application by choosingPersonalize ( ) in the header area of the

perlink Personalize Layout and choose the skin Nova (Standard). Save your changes.

1-2 Account Management → Accounts. Within the search area enter ##Megastore in

Select Account Management in the Navigation bar and choose the hyperlink

the Search Criteria area enter ##Megastore in the field Name 1 / Last name and

1-2-1 yee

ot familiar with the personalization options and rocedure. Use the relevant tool to get help how to personalize pages in the

screen. Select the hy

Branch to the account master data of your customer ##Megastore by choosing

the field Name 1 / Last name.

Accounts within the block Search in the work area. Inpress Search. In the Result List your customer ##Megastore should appear.

First of all you would like to see the information regarding the emploresponsible directly within the search result list. Up to now you are npWeb User Interace.


You can use the in the WebClient User Interface integrated Help Center (located in the upper right area of the screen). In this case choose the Help Center and branch to Personalithe navigation area on the left side to get more information.

PR

zing Pages in

1-2-2 ersonalize the result list in the way that a column displaying the Employee esponsible will be displayed next to the column “Name”.

se

Within the arch result list choose the Personalize button on the right side.

To personalize the appearance of the search result list use icon

on the right side of the search result list.

elect Employee Responsible out of the Available Columns and press the utton Move to Right to bring it to the Displayed Columns. To place it near

m Up until you have reached the required position.

Sbto the column “Na e” select the entry Employee Responsible and use

Use icon Up to place the

1-2-3

1-2-5 st.

1-2-6 ithin the account information you want to integrate also an assignment

column to the required position.

Go to the ##Megastore’s account data from the search result list.

Choose the hyperlink ##Megastore in the column Name within the Search Result List. The system will lead you to the detailed account data.

1-2-4 What is the address of ##Megastore? The address of ##Megastore can be identified in the block Main Address and Communication Data within the assignment block Account Details.

Name several interactions our sales team had with ##Megastore in the pa Scroll down to the assignment block Interaction History and press on the text to open the Interaction History. List the different interactions like appointments, opportunities etc. that can be identified in the Interaction History.

Wblock that allows you to maintain notes for the account. Personalize the account detail screen in the way that a new block will appear at the bottom


of the screen.

r and choose thsame way as you did already personalization in exercise 1-2-2.

In the uppe right side of the Account screen select the button Personalize

e assignment block for Not yed. Do this in the es to be displa

For this kind of personalization (activating of further assignment

blocks) use the pencil icon in the upper ri

ght side.

In the next step maintain a correspondence text for your account that ##Megastore is interested in notebooks.

e the

1-3 In futurtherefo*Mega

1-3-1 reate a new saved search with the description .

e 1 /

1-3-2 Select the affected accou

Choose your just created saved searchWebClient UI and press all ##Megastore accounts will be displayed.

1-2-7

Select the button New in the Notes assignement block. Choose the text typCorrespondence and enter a text. Choose Back to branch back toAccount overview sceen.

e you are responsible for all ##Megastore accounts. For efficieny reasons re you would like to create a saved search with the search criteria store in the field Name 1 / Last name.

C ## account search In the search screen for Accounts enter *Megastore in the field NamLast name. Enter the description ## account search in the field Save Search As and select the button Save. This search is now available in the saved searches.

nts by choosing your created saved search.

in the upper right corner of the Go. The result list with

screen.

You can find your saved searches in the upper right corner of the

.

1-3-3 Log off in the role of a sales employee (SALESPRO).

To prepare the different links for accessing featu

1-4 res for future units in this course (like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP Easy Access menu. Within the SAP Easy Access menu select Favorites → Insert transaction and enter transaction code ZLINKS.



© SAP AG 2008

Course Topics – SAP CRM Marketing

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Marketing

Marketing Plan and Campaign Creation

Target Group Selection

Campaign Execution

Campaign Automation Overview

Trade Promotion Management (TPM)Overview


© SAP AG 2008

SAP CRM Marketing: Objectives

At the end of this unit, you will be able to:Describe planning, targeting, and executing functionality in SAP CRM Marketing Planning and Campaign ManagementCreate and launch a campaignDescribe campaign automation functionalityExplain the Trade Promotion Management (TPM) process in general


© SAP AG 2008

Case study: SAP CRM Marketing


marketing campaign

SAP CRMSolution

44Customer makes


SAP CRMWeb Channel

SAP CRMMarketing


p. We get in touch with business partners, who provide feedback and let us know how interested they are in the new product line. Business partners who do not answer will be called at a later date.

Our company wants to sell more notebooks to a specific group of customers. As the Marketing Manager, you are responsible for creating and executing a campaign.

At the same time, we want to present a new product line to a specific target grou


© SAP AG 2008

SCM

ERP

BI

CRM

Integrating SAP CRM Marketing

Planning / AnalysisBack Office

(Supply Planning)

Channels:• Mobile

• InteractionCenter

• Web

• Partner

• External Channels

Examples:

"Sales call" activity

Call lists

E-mail

Lead creation

Preparation for mailingPreparation Executor

Feedbackto BI, ERP, and SCM

(for example, success messages, orders)

ling (integration with BI). You may

l your campaign was:

n)?

• And of course you want to have an overview of your costs (ERP integration).

Marketing functions are highly integrative:

Before execution, you define key figures and carry out schedualso have to check whether it is possible to manufacture and deliver the promoted goods (SCM integration, usually used for Trade Promotion Management).

You are particularly interested to know how successfu

• What do the sales department's figures look like?

• How many contracts were awarded as a result of your campaign (BI integratio


© SAP AG 2008

Marketing Element Definitions

Strategical Planning Level:

Marketing Plan• Defining strategic goals

• Targeted market share, budget, etc.• Top-down allocation to brand, region etc.

Operative Level:

Campaign/Promotion (Operative Doing)• Defining event characteristics

• Dates, objectives, tactics, etc.• Defining execution parameters

• Products, prices etc.• Defining intended audience (customer

segmentation)• Execution

Marketing Plan

2nd Quarter

BeveragesCereals

Call Center E-Mail

Target Group Product

1st Quarter

Marketing Project Hierachy Example

campaigns are the elements of a hierarchically built marketing project.

• his way budgets and deadlines are taken into consideration. A marketing

e any number of marketing plan elements to structure a marketing plan in the form of . You can assign one or more campaigns to each marketing plan.

• ailing actions, product promotions, and telemarketing. Criteria such as target groups,

d execution. Campaigns can be broken

• You can only assign campaign elements to campaigns.

Marketing plans and

Marketing Plans:

A marketing plan is used for strategic marketing planning, that is, for planning a concrete marketing concept. Tplan could form, for example, the basis for next year's costing in the Marketing department. It is a management tool.

• You can usa hierarchy

Campaigns:

Campaigns serve operative marketing planning. They describe actions that are carried out, for example mproducts, documents, people responsible, and the budget are defined in the campaign for these activities.

• Campaigns are used for operative marketing planning andown into campaign elements.


© SAP AG 2008

Data Sources for Segmentation

BW Query

are used for segmentation

InfoSet Marketing Attribute Set

for example, sales volume

for example, postal code for example, hobbies

ion:

)

r

eristics are then grouped together, creating characteristic groups. If you have assigned the

characteristics to a business partner, you can edit them accordingly and use them to select a target group.

Three data sources are available for target group select

• SAP BW reports (Business Warehouse InfoCube

• InfoSets consisting of your own ABAP queries

• Marketing attributes from the business partner master data

In SAP BW, InfoCubes and reports allow you to select a business partner for a target group using master data, profiles or transaction data. The InfoSet from your own ABAP queries evaluates general data from the business partner masterecord and can be used to select target groups according to address, for example.

You can enter your own marketing characteristics directly in the business partner master record. Charact


© SAP AG 2008

Locator AreaStaging Area

Details Area

Segmentation

tributes into the

You can then combine the characteristics in various different ways. You can merge them, remove a characteristic from a profile, or create an OR relationship.

In the Graphical Modeler, you model marketing profiles by dragging and dropping atstaging area. You can combine the attributes for the selection as required beforehand. That is, you can combine them by using And or Or within an attribute or by using attribute lists.


© SAP AG 2008

Profile Sets, Profiles, and Target Groups

Profile SetA profile set is a type of folder for profiles, target groups, and subgroups.

ProfileA profile is a finite list of characteristics and their values that make up the "profile" of a business partner.A profile has to be assigned to a profile set.

Target GroupA target group is a finite list of business partners that match a corresponding profile/profile set. It can be created manually.A target group must be assigned to a profile or profile set (subset).

s or target groups assigned.

s may exist within a set.

is already assigned to one profile set cannot be assigned to another (instead, the y copying).

her set or profile.

get groups can be used in the Marketing Planner.

The Segment Builder then works only with business partners who belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned.

Profile Sets:

Sets do not have to have profile

Subset

Profile:

A profile cannot be assigned to different sets.

Profiles do not have to have target groups assigned.

A profile thatprofile must be recreated b

Target Group:

A target group that is already assigned cannot be assigned to anot

Only active tar

Master Groups:

Master groups limit all business partners to a particular group for the process of segmenting.


© SAP AG 2008

Working in the Graphical Modeler

Pick, Drag and DropKeep Remove

Split

Profile Target Group

Create Target Group

to the r cursor is positioned over an existing profile, the functions Split,

ing your cursor on the appropriate function and

You cannot move profiles from one profile set to another; however, you can copy existing profiles.

Attributes are combined together to form attribute sets, on the basis of which customer profiles are created.

The graphic above illustrates the three possibilities open to you, using the Split, Keep, and Remove functions in the Graphical Modeler:

You can access each function by dragging the relevant attribute(s) from the component areastaging area. As soon as youKeep, and Remove can be selected by placreleasing the mouse button.

Each profile must belong to a profile set.

A profile can belong to only one profile set.

A profile can exist without any target group assigned to it.

No more than one target group can be assigned to a profile.

For a given profile, no more than one target group can have the status active.


© SAP AG 2008

Campaign Execution – Example Channel: E-Mail

MarketingPlan

Campaign

TargetGroup

BusinessPartner 1

BusinessPartner n

...

Activity 1

Campaign Planning

AssignedMail Form

Campaign Execution

Activities are created when the execution is started.

Activity n

Activity n

the campaign) and a script. A call list is

completing the results of the conversation, thereby updating the activity. This erred to SAP BI for reporting and monitoring purposes.

mpaign, the script is replaced with a mail form. During the execution stage, the ls are sent to the business partners in the target group.

Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.

This slide details an example of the telemarketing campaign process.

A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center.

Using the script and the call list, the IC agent calls the customers on the list. After call, the agent records theinformation is then transf

Example: E-Mail channel

In an e-mail caspecified e-mai

Other channels:


© SAP AG 2008

Personalizing Mail Forms

To: Sarah SmithFrom: [email protected]: Special Offer!

Dear Sarah,We would like to draw your attention to the new offers posted on our Web site. Go on, take a look ...

Computer Bestseller• PC: Campus PC 3000• Notebook: HT-1011@ www.PC4You.com/bestsellers

Special offers for your Dog• "Cosy" Dog Bed@ www.dog4you.com/bestsellers

Substitution of variables(for example, from BP master data)

Link textw/ parameterization

Link textw/ parameterization

Display this text block if the recipient is 25 or older and is interested in IT.

Display this text block ifthe recipient likes dogs.

Conditions:

Conditions:

Personalized text blocks

ly.

The Web shop and the Interaction Center can also be personalized. Here you can define product proposals for a specific profile or target group only, or globally for all customers.

There are two ways in which you can personalize a mail form:

By using variables (such as first name, last name, business partner’s address)

By using several text blocks. These can be included all the time or only if certain conditions app


© SAP AG 2008

Campaign Execution – Example Channel: Telephone

MarketingPlan

MarketingPlan

CampaignCampaign

TargetGroupTargetGroup

BusinessPartner 1BusinessPartner 1

BusinessPartner nBusinessPartner n

...

Activity 1Activity 1

Activity nActivity n

SAPBI

Campaign Planning

AssignedScript

AssignedScript

Call ListDuring the call, the

assigned script is used in the Interaction Center.

Call ListDuring the call, the

assigned script is used in the Interaction Center.

Campaign Execution

Activities are created at the start of the transaction and updated during the telephone conversation.

The results of the call can be saved in BI for evaluation.

the campaign) and a script. A call list is

completing the ecords the results of the conversation, thereby updating the activity. This hen transferred to SAP BI for reporting and monitoring purposes.

Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.

This slide details an example of the telemarketing campaign process.

A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center.

Using the script and the call list, the IC agent calls the customers on the list. After call, the agent rinformation is t

Other channels:


© SAP AG 2008

Campaign Automation

Campaign Automation

Graphical user interface for designing and implementing event-controlled, real-time campaigns

Multiwave / Multichannel support

Rule-based decision tree logic,based on:

Customer profiles

Survey results

Customer behavior

en

process depends on the individual

a campaign in the best way. In this way, you can divide the initial target group meaningfully into different campaign elements (for example, that correspond to different channels or offers).

Campaign automation enables you to define marketing procedures that can meet the real-time individual requirements of each customer.

Campaign automation enables you to automate your multi-wave marketing campaigns across multiple channels.

To achieve this, campaigns are modeled as processes in which customers/prospects flow betweindividual action points (campaign elements).

Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention.

The way a customer/prospect is routed through the campaign response.

All customer-relevant channels are taken into consideration.

MORE scenario: In campaign automation, you can use an optimization element to structure


Trade Promotion Management – Process Overview

1. Headquarter planningConsensus plan Sales budgetingSchedule creation

2. Account planningPre-analysisEvent planningPromotion planning

5. Evaluation & analysis

KPI reportingSyndicated dataFunds tracking

4. Retail execution, validation & settlementFSR supportInvoicingPayments

1

2

34

5

3. Sell-in & negotiationProposal generationDemand planningFlexibility

© SAP AG 2008

ion takes place within a specific time period and aims to increase brand capital, brand ts or

• dgeting. This is also known as ‘top-d

• y agers (KAM). KAMs perform ‘bottom-up’ planning and gain sell-in with his

• hat is participating in the promotion and many times uses a survey to check that

• rformance and the overall effect they on the bottom line. For example, companies will want to know how much revenue was generated and what the effect on their Profit and Loss statement.

Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products).

A trade promotawareness, and market share. It is also used to increase sales volume or to launch new producproduct lines.

The Trade Promotion Management (TPM) process typically consists of the following steps: Initially companies start with Headquarter planning and budown’ planning. Essentially all plans and budgets come from the ‘top’, i.e. vice presidents ansenior management, and then is delivered to lower levels. Next, there is account planning, which most often involves field representatives, such as keaccount manaccounts. He is in charge of the promotion negotiations, including the time frame and the conditions. After the KAM does his account planning and gains retailer buy-in, a field sales representative visits the retailer tthe agreement is being upheld, i.e. the goods are where they are supposed to be on the shelves at the agreed price. Lastly, evaluation and analysis is key to understand promotion pe


Integration of Trade Promotion Management

Trade Funds Management

Trade Claims Management

SAPNetWeaver BI

SAP ERP

SAP SCM (APO)

Trade PromotionManagement

© SAP AG 2008 ctions from the following applications with Trade Promotion Management

F

You can integrate fun(TPM):

unds management: With Funds Management, finance professionals are able to see at a glance in their Funds Checkbook their exact budget, committed amounts, approved claims and how much cash is leto spend, allowing full visibility and control of promotional spending. Because of this, financeprofessionals are able to accurately plan and real-time monitor their activities. Additionally, Funds Management allows for the creation of multi-dimensional budgets to be used solely for Trade Promotion Management or for use with Market Development Funds. Moreover, CRM accruals management i

• ft

s fully integrated into Trade Promotion Management, Claims Management fore allows companies to become compliant with Sarbanes-Oxley and FASB

C

and ERP, and thereaccounting standards.

laims management: With Claims Management, companies have access to full claim management processes across the financial value chain. Companies are able to

• utilize form-based validation, allowing them to only

ll deduction management capabilities,

S

pay valid claims. Additionally, claims Management has fuincluding chargeback and write-off options.

AP NetWeaver Business Intelligence (SAP NetWeaver BI): SAP Net• Weaver BI can be used to provide a complete overview of past and current promotional

nce, which simplifies the planning process and allows quick reaction to changes in the

S

performamarket.

AP ERP: SAP ERP is used to finalize cl• aims and to close promotional accounts upon final settlement. SAP

rocessing (generated from trade promotions) and

SAP Suppl

ERP tracks all receipts relevant for rebate pautomatically posts accruals.

y Chain Management (SAP APO): • You can use demand planning with TPM to ensure adequate supply during promotional periods.


© SAP AG 2008

SAP CRM Marketing: Summary

You are now able to:Describe planning, targeting, and execution functionality in CRM Marketing Planning and Campaign ManagementCreate and launch a campaignDescribe campaign automation functionalityExplain the Trade Promotion Management (TPM) process in general



Exercises

Unit: SAP CRM Marketing Topic: Create and launch a campaign

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

Create and launch a campaign •

et group and the mail form have already been created. Therefore you paign, assign all the necessary elements and then start

.

1-1 paign Manager and

1-1-1 Create a new campaign with the following entries:

You have decided to send out e-mails to promote a special notebook. The targnow create the camit

Log on to the WebClient User Interface in the role of a Camcreate a campaign.

Field Values

Identification (ID) C/4100-G##

Description Promotion Group##

Type Product Promotion

Planned Start Today

Planned End In one week

1-1-2 Enter the campaign details like Communication Medium and E-Mail Form:

Field Values

Communication Medium E-mail

Form for E-Mail SAPCRM

E-Mail Address Chris Nelson

1-1-3

Choose the marketing segment SAPCRM TG Group## (use the input help in the Segment Description field).

Enter the segment (target group) you would like to address with this campaign:


1-2 Optional: hange Sandra ##Turner’s E-mail address.

il

1-3 uted successfully.

1-3-1 paign and save your status change.

execution of the campaign immediately.

1-3-3 anager (MARKETINGPRO).

1-3-4 sent E-mail in the SAP GUI:

pen the Inbox. You will find the sent mail in your Unread Documents

You can open the E-mail by double-clicking it. If you changed the E-mail-address in 1-2, you will, of course, receive the E-mail in that account.

C

Branch to the account data of Sandra ##Turner and maintain your own E-maaddress. Save your changes.

Start Campaign Execution and check that it has been exec

Release your cam

1-3-2 Start the

Log off in the role of a campaign m

Test the Go to the Business Workplace. Ofolder.


Solutions

opic: Create and launch a campaign

1-1 og on to the WebClient User Interface in the role of a Campaign Manager and

e WebClient User Interface and select the Business Role ARKETINGPRO.

1-1-1 Create a new campaign with the following entries:

Unit: SAP CRM Marketing T

Lcreate a campaign. Log on to thM

Field Values

Identification (ID) C/4100-G##

Description Promotion Group##

Type Product Promotion

Planned Start Today

Planned End In one week

ct

ign. Enter the above mentioned data in the Campaign Details assignment block.

1-1-2 Enter the campaign details like Communication Medium and E-Mail Form:

Choose Marketing in the Navigation bar. Within the block Create seleCampa

Field Values

Communication Medium E-mail

Form for E-Mail SAPCRM

E-Mail Address Chris Nelson

elds come up for entering an E-Mail form and also an E-Mail address. nter the above mentioned data.

When maintaining the Communication Medium E-mail dynamically new fiE


Enter the segment (target group) yo1-1-3 u would like to address with this ampaign:

lp

Segments elect Add. Search for the ption field. Select the segment

arget group) for your group out of the list.

do not forget to save your campaign.

1-2 hange Sandra ##Turner’s E-mail address.

me 1 / Last Name.

ut of the result list select Sandra ##Turner by using the hyperlink. Select Edit on the Individual Account Details assignment block and change the E-mail address to

1-3

1-3-1

r Campaign ID). ut of the result list select your campaign by clicking on the hyperlink and

block. Set the status to in the field New Status. Save the status change.

1-3-2

hoose the button Start (Start This Campaign) in the upper screen area of e Field

Press in the upper screen area to execute the campaign.

1-3-4

ecting Menu →

c

Choose the marketing segment SAPCRM TG Group## (use the input hein the Segment Description field). Branch to the assignment block and ssegment by entering SAPCRM* in the descri(t

Finally

Optional: C

Branch to the account data of Sandra ##Turner and maintain your own E-mail address. Save your changes.

Go to Accounts & Products in the Navigation bar and search for your account ##Turner by entering ##Turner in the field Na

O

your own E-Mail address. Save your changes.

Start Campaign Execution and check that it has been completed successfully.

Release your campaign and save your status change.

Branch to your created campaign (e.g. by searching via youOchoose Edit on the Campaign Details assignment Released

Start the execution of the campaign immediately.

Cthe campaign. In the Schedule Job screen enter Immediately in th

. StartStart

1-3-3 Log off in the role of a campaign manager (MARKETINGPRO).

Test the sent e-mail in the SAP GUI (logon data is available from your course instructor).

Go to the SAP Business Workplace in the SAP GUI by selBusiness Workplace:


Open the Inbox in the Navigation area of the SAP Business Workplace. You will find the sent mail in your Unread Documents folder.

You can open the E-mail by double-clicking it.

If you changed the E-mail-address in 1-2, you will, of course, receive the E-mail in that account.



© SAP AG 2008

Course Topics – SAP CRM Web Channel

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Web Channel

E-Selling

E-Service

E-Marketing


© SAP AG 2008

SAP CRM Web Channel: Objectives

At the end of this unit, you will be able to:Explain that SAP provides combined sales, service, and marketing functions within the SAP CRM Web Channel scenarioDescribe the functionality of the B2C and B2B Web shop and Internet Customer Self Service


© SAP AG 2008

Case Study: SAP CRM Web Channel

55SAP CRMPartner ChannelMgmt

Channel Manager creates lead; partner

creates order


marketing campaign

SAP CRMSolution

44Customer makes purchases from the Web shop

SAP CRMWeb Channel

Sales order is replicated in SAP Enterprise and goods are delivered

66SAP CRMSales

SAP CRMMarketing


usiness-a

ompany. Make a purchase in a Business-to-Business (B2B) Web shop, navigate through the Web shop, and order for your company. You search for solutions in the solution database.

As a customer targeted in the marketing campaign, you receive an E-mail with a link to a Bto-Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select product, examine related items for that product (cross-selling), and finally place an order.

In addition to our scenario, take the role of a purchaser for a c


© SAP AG 2008© SAP 2007 / Page 1

Web Channel Capabilities in SAP CRM

Leverage the internet as a valuable sales, marketing and service channel for businesses and consumers

E-Marketing

E-Commerce

E-Service

Web Channel analytics

lf-

• imize their web shop and online content and

eb

hen sales and service operations while reducing transaction costs and customer service calls.

The SAP CRM Web Channel platform supports the full breadth of a CRM solution providing seservice across marketing, selling, service and analytics from a web perspective:

• With E-Marketing, organizations can drive customer loyalty and demand generation via the Internet.

• With E-Commerce, organizations can enable the complete sales process to run on the Internet.

• With E-Service, organizations empower customers with intuitive self-service, problem resolution and the ability to initiate service processes.

Web Channel Analytics enables organizations to opt better drive future marketing activities.

SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers. Companies can increase profitability and reach new markets with functionality for E-marketing, E-commerce, E-service, and Web channel analytics. With SAP CRM, you can empower your customers with a personalized Wexperience and convenient self-services. Plus, the application delivers a fully integrated Web channel platform, helping you strengt


© SAP AG 2008

E-Selling – Overview

The E-selling capabilities of SAP CRM enable the complete sales process to run on the Internet.Companies can provide customers with personalized, interactive, and easy-to-use sales and self-service facilities using the Internet and streamline sales and fulfillment operations to enable an end-to-end order-to-cash process.

Quotation and Order Management

Shopping Basket Management

Price Management

Interactive Sellingand Configuration

Collaborative Selling

-to-use sales and self-service facilities

rders

,

d

elling, configuration advice, and real-

e partners into their E-ndaries. This topic

will be discussed in more detail in the unit Partner Channel Management.

With E-selling, companies can:

• Construct a business-to-business (B2B) or business-to-consumer (B2C) selling scenario

• Provide customers with personalized, interactive, and easyover the Internet

• Carry out the complete sales process on the Internet

Quotation and Order Management: Enables Web customers to obtain quotations and place ofor products and services, obtain real-time product availability information, and track each order through the order management process – from manufacturing through distribution to service.

Shopping Basket Management: Provides full support for customizable, configurable productsdisplays personalized pricing, offers cross and up-selling recommendations, provides real-time product availability information, and provides a consistent interface for all ordering processes.

Price Management: Enables companies to provide online pricing tailored to each customer baseon the type of customer, product, customer-specific pricing, contracts, or specific quotations. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels.

Interactive Selling and Configuration: Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided stime pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention.

Collaborative Selling: Channel Commerce allows companies to incorporatCommerce strategy and enables collaborative selling across organizational bou


© SAP AG 2008

E-Selling – User Interfaces of Web Shops for B2C and B2B

(B2B) or business-to-

g for your company and for your customers are:

•

s costly interfaces and

ng features

ting and fulfilling orders

rvice calls

•

ecisions by getting up-to-date information about products, prices, and

- Increased customer satisfaction

SAP delivers two Web shop scenarios to build up a business-to-businessconsumer (B2C) selling scenario.

The benefits of E-sellin

For your company:

- Complete integration of the CRM and fulfillment system avoidleverages existing IT investments

- Increased sales volume through integrated marketi

- Fewer errors when accep

- Lower transaction costs

- Fewer customer se

For your customers:

- Convenient buying and reliable fulfillment

- Fast and easy buying davailability

- Customized products

- Real-time order tracking


© SAP AG 2008

E-Service – Overview

Extend enterprise knowledge, information, and customer services to the InternetProvide customers with the ability to check order status, obtain order tracking information, and research and resolve their own productproblems – without involving a customer-service representative.

Knowledge Management

Service RequestManagement

Live Customer Support

Customer Self-Service

Installed BaseManagement

Complaints and Returns Management

Billing and Payment

ig activities

self-service access for customers

blems

des Internet customers with a tool to create and update service

s using

lf-Service: Provides customers with self-service for customer information and

ir current portfolios of

Billing and Payment: Provides customers with online access to account status – including invoices, contracts, rebates, and billing status. Customers can also pay invoices online.

W th E-Service companies can: • Reduce call center volumes and customer support => Employees focus on value-addin

• Reduce transaction costs of service by supporting

• Improve customer convenience and satisfaction Knowledge Management: Enables customers to research and resolve their own service prowithout involving customer-service representatives. Customers can browse Frequently AskedQuestions (FAQs) linked to specific products or search for answers using natural language Request Management: Provirequests, and to check their status. Customers can use this to select the most convenient appointment time for a field service visit.

Live Customer Support: Allows organizations to provide immediate assistance to customerthe Web site. Customers can choose to chat, co-browse, E-mail or submit a call-back request. Customer Semaintenance tools. Customers can register for user accounts and update their personal account information. Installed Base Management: Enables online customers to manage thepurchased products. Customers can also initiate service requests for selected products or installations through complete, personalized views of their purchases.

Complaints and Returns: Allows customers to create, maintain, and track their own complaints and returns.


© SAP AG 2008

E-Service – User Interface

s-to-business (B2B) and/or

e e for your company and for your customer are:

•

base (purchased products and installation details)

satisfaction and increase customer loyalty

•

rvice processes

ervice

- Convenient, 24x7 access

As in the E-selling section, SAP CRM enables you to build up a businesbusiness-to-consumer (B2C) scenario for your E-service.

Th benefits of E-servic

For your company:

- Leverage an organization’s existing infrastructure investments in SAP

- Gain better insight into customer

- Lower cost of providing service

- Improve customer

For your customers:

- Easy access to information and se

- Immediate, personalized s


© SAP AG 2008

E-Marketing – Overview

The E-Marketing functions of SAP CRM support demand generation and strengthen customer loyalty over the Internet.Customers’ Web experiences are personalized to provide the most relevant and convenient online experience and information – enabling companies to generate more revenue through the Web selling channel.

Catalog Management

Content Management

Personalization

Campaign Management

Customer Segmentation

uct descriptions, multimedia

rsonalized content for customers in the customer portal. of

ternet

aign can

istics for more effective marketing. Customer segmentation can occur

based on company-defined criteria, including stated preferences in a Web survey, click stream behavior and past purchases.

Catalog Management: Provides a product catalog that contains prodobjects, pricing, and other documents. The catalog enables customer access to up-to-date and personalized product and availability information over the Internet.

Content Management: Supports peSupports both structured and unstructured content and allows customers to subscribe to topicsinterest to tailor their own content.

Personalization: Allows organizations to dynamically personalize their customers’ Inexperiences. Web experiences and content are tailored based on company-defined criteria: for example, customer’s previous purchases, orders, and predefined buying preferences.

Campaign Management: Enables organizations to control and manage the E-Marketing campprocess including design, execution, coordination, optimization, and monitoring. Companies create targeted, personalized Web and E-mail marketing campaigns and monitor profitability.

Customer Segmentation: Allows organizations to manage target groups of customers with common interests or character


© SAP AG 2008© SAP 2007 / Page 1

Web Channel Manager Role

Single point of entry allowing an E-Commerce Manager to fulfill all daily tasks, including

Catalog Management, such as creation and maintenance of product catalogsUser Management, such as creation of users, locking/unlocking usersAccess to sales and service objects, such as sales and service orders/quotationsMarketing functionality such as Top N list maintenance, definition of cross- & up selling rulesAdministrative tasks, such as Shop ManagementReporting, such as conversion rate, technical status of web page

With the Web Channel Manager Role customers have a single point of entry to administrate all the relevant tasks in this environment like maintaining product catalogues, web shops etc.


© SAP AG 2008

SAP CRM E-Commerce: Deployment Modes

E-Commerce with SAP ERP

SAP E-Commerce for SAP ERP

SAP CRM Web Channel with SAP NetWeaver Portal

SAP CRM Partner Channel Management

SAP CRM Web Channel

inst SAP ERP without the need for

n E-Commerce for SAP ERP to E-Commerce with SAP CRM (=

sories, bestseller lists)

eck with SAP SCM

order

• Live customer support (Live Web Collaboration)

SAP gives organizations a choice of deployment options to best meet their business needs and growover time.

SAP E-Commerce capabilities can be deployed standalone agaCRM. This is a great option for companies who want to get and running quickly and aren’t ready tomake a full CRM solution decision but it’s on their roadmap.

E hancements by upgrading fromSAP CRM Web Channel) include:

• Marketing & personalization (including cross/up selling, related acces

• Rule-based ATP ch

• Superuser concept

• Contract release

• Guided selling

• E-Service (Internet Customer Self-Service)


© SAP AG 2008

SAP CRM Web Channel: Summary

You are now able to:Explain that SAP provides combined sales, service, and marketing functions within the SAP CRM E-Commerce scenarioDescribe the functionality of the B2C and B2B Web shop and Internet Customer Self Service



Exercises

Unit: SAP CRM Web Channel Topic: E-Selling B2C Shop


• Create an order in the Business-to-Consumer (B2C) Web shop

Check the order status •

sumer (B2C) Web shop as a customer and create an order. Then you repeat this procedure in a Business-to-Business (B2B) Web shop.

1-1 eb shop scenario.

Web shop by following the link in your E-mail of the marketing

PC4YOU_EN (for the english version of the course) or the eb shop PC4YOU_DUS (for the german version of the course).

1-2 Add one piece of Notebook Professional 15 to the shopping basket. Also search

hen navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket.

In the first step, you navigate through a Business-to-Con

Start the B2C W

Access the campaign (or use the link to access the Web shops B2C within the transaction ZLINKS).

Select the Web shop W

Are special offers displayed in the shop? __________________________________________________________________

__________________________________________________________________

for the Easy Hand V handheld and add it to the shopping basket.

T


1-3 rner is: Go to the checkout and log on. The E-mail address for Sandra ##Tu

CRM-##[email protected] and the password is welcome

your group number instead of ##).

Note: you are asked to change the password enter welcome as the old password

and assign a new password.

1-4

Order Number: _____________________________________________________

1-5

__________________________________________________________________

1-6 for you?

__________________________________________________________________

1-7 il wi t g values:

User group: Beginner

tact channel: E-Mail

(Enter

If

Follow the procedure and order the shopping basket. Check the print version of the order and note the order number.

Check the status of this order.

Are any personal product recommendations displayed

Path: Home → Get personalized recommendations

Enter a new prof e th he followin Area of usage: Internet

Pref. con


Exercises

Unit: SAP CRM Web Channel Topic: E-Selling B2B Shop


• Create an order in the Business-to-Business (B2B) Web shop

Now you na

vigate through a Business-to-Business (B2B) Web shop as a contact person for a registered customer (enterprise) and order 10 notebooks.

2-1 the B2B scenarios with:

Select the Web shop PC4BIZ_EN (for the english version of the course) or the course).

2-2

_____

2-3

2-4

r your group number)

er.

Order Number: ___________________________

Logon to the Web shop of

User ID: 233

Password: welcome

Web shop PC4BIZ_DUS (for the german version of the

What transactions can you search for in the Web shop?

__________________________________________________________________

_____________________________________________________________

Which two options do you have for creating an order in the B2B scenario?

__________________________________________________________________

__________________________________________________________________

Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items.

Enter the Description Notebooks Gr.## (## stands fo

Order the shopping basket and note the order numb



Solutions

Unit: SAP CRM Web Ch

annel

Topic: E-Selling B2C Shop

1-1 eb shop scenario.

Web Shops by following the link in your E-Mail of the marketing

Select the Web shop PC4YOU_EN (for the english version of the course) or the Web shop PC4YOU_DUS (for the german version of the course).

es, there are current offers (such as Flat Future, Notebook Professional 15) displayed in the Web shop.

1-2 Add one Notebook Professional 15 item to the shopping basket. Also search for

Add suitable accessories for your notebook uch as a leather bag) to the shopping basket.

ld

(Computer → Handhelds). The leather bag is shown as an accessory in the shopping basket.

1-3 r is:

Start the B2C W

Access the campaign (or use the link to access the Web shops B2C within transaction ZLINKS).

Are special offers displayed in the shop?

Y

the handheld Easy Hand V and add it to the shopping basket.

Then navigate to the shopping basket. (s

You can select the notebook from the special offers. You can find the handhedevice using either the search field (Find product) or the navigation in the catalog

Go To Checkout and log on. The E-mail address for Sandra ##Turne

CRM-##[email protected] and the password is welcome.

nter your group number instead of ##)

Notewelcome as the old password

and assign a new password.

(E

: If you are asked to change the password enter


Follow the procedure and order the shopping basket. Select the Invoice payment method, Continue and a

1-4 ccept (select) the General Terms and Conditions. Close the

order transaction by ordering (choose Order). Display print version of order and

1-5

Open Orders

1-6 for you?

t recommendations are displayed. You first have to enter a rofile and this profile must match a target group that was created for the product

1-7 s:

Select My Account → Personal Details → My Profile

note the order number.

Check the status of this order

Select My Account → My Orders →

=> The status of the order is OPEN

Are any personal product recommendations displayed

Select Home → Get personalized recommendations

No personal producprecommendations.

Enter a new profile with the following value Area of usage: Internet User group: Beginner Pref. contact channel: E-Mail


Solutions

annel

Topic: E-Selling B2B Shop

2-1 W the B2B scenarios with:

PC4BIZ_EN (for the english version of the course) or the

2-2

E.g. orders, order items, quotations, quotation items, order template items,

2-3

b) You can skip the catalog by using the fast order entry in the New transaction

2-4

10

your group number).

Order the shopping basket and note the order number.

Unit: SAP CRM Web Ch

Logon to the eb shop of

User ID: 233

Password: welcome

Select the Web shop Web shop PC4BIZ_DUS (for the german version of the course).

Use transaction ZLINKS to select the B2B Web shop.

What transactions can you search for in the Web shop?

contracts, invoices

Which two options do you have for creating an order in the B2B scenario?

a) You can navigate through the product catalog similar to the B2C scenario

step.

Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items.

Choose the link Create New Order within the New transaction block and enter in the Quantity field and HT-1010 in the Product field.

Enter the Description Notebooks Gr.## (## stands for



© SAP AG 2008

Course Topics – SAP CRM Partner Channel Management

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Partner Channel Management

SAP CRM Partner Channel Management Overview

Roles in SAP CRM Partner Channel Management

Functional Areas in SAP CRM Partner Channel Management

Channel Marketing Funds


© SAP AG 2008

SAP CRM Partner Channel Management: Objectives

At the end of this unit, you will be able to:Explain the concept of SAP CRM Partner Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end customersDescribe the building blocks of SAP CRM Partner Channel Management, in particular with regard to the various user interfaces and functional areasCarry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal


© SAP AG 2008

Case Study: SAP CRM Partner Channel Management



creates order


marketing campaign

SAP CRMSolution

44Customer makes


SAP CRMWeb Channel

Sales order is replicated in SAP Enterpriseand delivery takes place

66SAPCRMSales


SAP CRMMarketing

As a partner, you access the Partner Portal, accept and qualify leads, and start the lead-to-order process.

Our company also explores an indirect sales channel. As the Channel Manager, you access the Channel Manager Portal, create leads, and dispatch them to partners.


© SAP AG 2008

Partner Channel Management in SAP CRM –Capabilities

The partner channel management capabilities in SAP CRM leverage SAP’s core strengths of Web Channel, traditional CRM, and PRM to deliver a full channel solution

Web ChannelExtends web channel capabilities to partners

Traditional CRMExtends CRM sales, service, and marketing capabilities to partners while being tightly integrated with direct processes

PRMEnables relationship management processes and collaboration between brand owners and their channel partners

Partner channel

managementPRMTraditional

CRM

E-Commerce

SAP CRM

Partner channel

management

g ven or influenced by indirect partners. So to achieve

eir indirect channel operations and

and analytics have been

within Partner Channel Management has been integrated.

• Value Added Services: Services that augment supplier’s products, e.g. financing, customization, after sales parts and services

Channel partners are becoming increasingly important, because for many organizations, a growinpercentage of their revenue is being dricorporate financial goals, organizations need to streamline thefficiently interact with their partners.

Partner Channel Management is more than a point solution:

• With Partner Channel Management web channel capabilities are made available for channel partners.

• In addition, traditional CRM capabilities across sales, service, marketingextended out to partners.

Partner Channel Management was first available in release SAP CRM 3.1.

In release 4.0 industry specific solutions

Key functions performed by a channel:

• Information flow: Outward information about the supplier’s offering and inward flow about customer’s needs

• Logistics: Ensuring physical movement of supplier’s product to the end customer and vice-versa, if required


© SAP AG 2008

Structure of the Indirect Channel

WholesalerDistributor

Retailer

Brand Owner

End Customers

Dealer

Agent

Systems Integrator

Reseller

Reseller

s have greater influence geographically and by market

r their cost of sales and service by leveraging channel partners. ployee partners or pay for their operations, the transaction costs for

facturers (OEMs), or large retailers.

in turn, sell to resellers or retailers. With a multi-level channel, manufacturers cannot

r OEMs sell through dealers, independent dealers, and importers who, in turn, sell to

vide services for them. Independent service centers also provide services to

Telecommunications companies sell products and manage contracts through independent dealers and branches who, in turn, sell to end consumers and businesses and provide services for them.

Reasons for companies (or brand owners) to use channel business models:

With a network of channel partners, companiesegment. Companies can sell to partners or collaborate with partners to provide services to customers in different regions and industries.

Companies can drastically loweSince brand owners do not embrand owners are much lower.

Examples of channel structures:

High tech: Manufacturers sell to distributors, original equipment manuDistributors, inspect the businesses of end customers or even partners.

Automotive Manufacturers oend customers and proend customers.

Telecommunications


© SAP AG 2008

Partner Channel Management – Overview

SAP CRM Channel Management provides organizations with a platform to manage relationships with their partners. It also allows sales partners to provide customers with an effective service, which leads to a profitable, indirect interaction channel.

Partner ManagementChannel MarketingChannel SalesPartner OrderManagementChannel ServicePartner and Channel AnalyticsPartner Portal Customer

Channel manager

Partner

te to, sell to and service customers. It helps

ustomers,

ution is divided into 6 main business areas: rtners

arketing enables companies to better drive demand for products through channel

ir partners to sell more of their products, more ers,

s to incorporate partners into their eCommerce strategy and support collaborative

nt

bles brand owners, as well as partner organizations, to gain

the partner portal and the brand owner’s channel employees through the channel manager portal. Partner Channel Management capabilities are fully integrated with the CRM WebClient framework.

SAP CRM Partner Channel Management is a platform for organizations to effectively collaborawith and leverage channel partners to better marketorganizations better manage partners, and enables partners to effectively serve their cresulting in a profitable and loyal partner channel. SAP’s Partner Channel Management sol

Partner Management enables organizations to better recruit, ramp-up and manage channel pathroughout the entire partner lifecycle. Channel Mpartners and to engage in collaborative marketing and demand generation activities with their partners. With Channel Sales organizations can enable theeffectively and to optimize channel sales efforts. Channel Sales is providing SFA out to partnincluding accounts, activities and opportunities. Partner Order Management optimizes online ordering processes for partners and enables organizationselling across organizational boundaries – so this includes support for distributed order managemescenarios.

With Channel Service, companies can ensure consistent and timely service to end customers bydelivering service and problem resolution capabilities to partners. Partner & Channel Analytics enainsight into, analyze and act on channel business trends in order to build more profitable and successful business relationships. All of this functionality is delivered to partners via


© SAP AG 2008

The channel manager portal enables your organization to manage partner relationships, collaborate with channel partners, and optimize channel operations.

User Interface - Channel Manager

ChannelManager

anage channel partner nel operations,

g the partner base. Tasks include:

ortfolios

indirect channels

• Defining products and services that various partners can sell

The Channel Manager Role is used by the brand owner’s employees.

The Channel Manager Role is the personalized, single point of entry used to mrelationships and channel partners, collaborate with channel partners, optimize chanand monitor and analyze channel sales, service, and marketing performance.

The channel manager is responsible for managin

• Planning transactions over indirect channels

• Analyzing partner offerings and partner p

• Procuring and introducing new partners

• Forwarding leads to appropriate partners

• Monitoring subsequent transactions for leads

• Monitoring and analyzing transactions over

• Selecting and creating content for partners


© SAP AG 2008

User Interface - Partner Portal

The partner portal enables channel partners to more effectively sell to and interact with end-customers.

ChannelPartners

r Portal serves as a user interface for employees and partners (partners are companies -

tools

end customers. The Partner Portal , and analyses for partners.

• ducts

clude managing leads and orders. The res access to up-to-date information and analyses, and manages the

• sses such

ock replenishment orders for customers, providing order statuses to customers, and finding solutions or logging service requirements for any problems encountered by end customers.

The Partnethat, for example, sell products for the brand owner and/or provide related services for the endcustomer).

The Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners’ products. Partners are provided with theand information to more effectively sell to and do business withsupports self-service, relevant information, content, transactions

In general, two groups of employees access the Partner Portal:

Partner Managers A partner manager is responsible for marketing, sales and service of the brand owner’s proand services at the partner company. Responsibilities inpartner manager requicustomer relationship together with the brand owner.

Partner Employees A partner employee reports to the partner manager and focuses on daily business proceas qualifying leads, accepting st


© SAP AG 2008

Channel Commerce

Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries.

Provide an E-Commerce platform that your partners can use to handle sales to end customers.

Collaborative ShowroomDistributed Content &Catalog ManagementDistributed Order ManagementHosted OrderManagementHosted Partner Site

Customer

el Management that enables your

ustomer sales

ate with your partners to develop and maintain end-customer relationships

• Web shop for collaborative online

services. The customer has a single point of access to search

• The Distributed Order Management function of SAP CRM allows brand owners to distribute orders to partners for fulfillment.

Channel Commerce is a functional area of SAP CRM Channcompany to:

• Incorporate channel partners into E-Commerce processes

• Provide channel partners with an E-Commerce platform to process c

• Facilitate a single, consistent face to the customer over the Internet

• Collabor

Examples:

Collaborative Showroom The Collaborative Showroom enables brand owners to host asales and marketing of products andfor and purchase products from the entire partner network.

Distributed Order Management


© SAP AG 2008

Market Development Funds as part of Channel Marketing is a SAP CRM based set of applications which enables brand owners to increase the effectiveness of their channel marketing expenditures, by efficiently allocatingthe market development budgets to the channel partners and theirmarketing activities.

Market Development Funds is integrated into:

• SAP CRM Marketing• SAP CRM Partner Channel Mgmt• SAP CRM Funds Management• SAP CRM Claims Management• SAP CRM Billing• SAP Business Intelligence• SAP ERP (FI/CO)

Channel Marketing Funds – Target

r

s enables brand owners to more efficiently manage and distribute

to execute marketing activities and to allocate funds to a specific geographical area or

ram

ting Funds are a resource available to Channel Partners (e.g. distributor, VAR,

er time

elated to funded initiative templates to request funded initiatives. The funded ing, Joint

Upon prior approvals (funded initiative, claim), Channel Partners will receive specific reimbursement for the negotiated expenses associated with the specific initiative.

The target of Channel Marketing Funds is to extend your marketing reach and multiply youmarketing dollars by leveraging your Channel Partners.

Channel Marketing Fundmarketing funds to their channel partners and to increase the effectiveness of their channel marketing expenditures.

Channel Marketing Funds are provided by Brand Owners (e.g. manufacturers) to their Channel Partners product (groups) to go the last mile to the customer who is often anonymous for the MDF progowner.

Channel Markedealer) to fund demand generation activities that will increase sales and generate leads and businessopportunities.

Channel Marketing Funds are not sales incentives (like high class golf equipments) or promotions (like a special product discount).

Funds are set up based on the underlying business plan per channel partner. It will develop ovbased on the actual channel partner sales performance or it is based on a given fixed amount.

A fund can be rinitiatives themselves may include Trade Shows, Email Campaigns, Seminars, AdvertisCollateral, etc.


© SAP AG 2008

Channel Marketing Funds – Business Process Overview

BRAND OWNER PARTNER

EXECUTION

Executemarketing activity

Pay partner for marketing activity

Define co-marketing programs & activities

FINANCE PLANNING MARKETING

Plan budgetfor co-marketing

Allocate fundingto partners

Determine desiredmarketing activities

Request funding forspecific activities

Reserve funds basedon planned activities

Accrue funds forpartner performance

Access tools anddownload collaterals

Submit proof ofperformance & claim

Approvereimbursement

Triggerpartner payment

Actual PartnerPerformance

Receivepayment

Update fundswith payout amount

Approve activities /requested budgets

and

Funds and MDF Program/Special Program with

ram

tiative template)

sement

• Channel Manager manages claim approval and settles approved amount

The Channel Marketing Funds process is a highly integrated End-to-end Co-Marketing processconsists of the following steps:

• Channel manager sets up Funds Plan withinitiative templates

• Channel manager manages fund budgets

• Partner manager enrolls to the MDF prog

• Partner manager checks available funds

• Partner manager creates initiative request (based on ini

• Channel manager manages initiative request approval

• Partner executes approved initiative and creates claim request for reimbur


© SAP AG 2008

SAP CRM Partner Channel Management: Unit Summary

You are now able to:Explain the concept of SAP CRM Partner Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with end customersDescribe the building blocks of SAP CRM Channel Management, in particular with regard to the various user interfaces and functional areasCarry out the relevant tasks for Lead Management both in the Channel Manager Portal and in the Partner Portal



Exercises

Unit: SAP CRM Partner Channel Management

opic: Lead Management (Channel Manager) T


Distribute the lead to the appropriate partner

• Create a lead as the Channel Manager

•

ed that the customer Media Store is

ad to the partner ED Systems, who en contact the customer and further qualify the lead.

1

1-1 Log onto the SAP CRM WebClient User Interface in the Business Role of a (CHM-CM).

1-2

int: Sales Cycle → in the block Create select Leads)

s for your group number). D 3271).

duct HT-1000.

1-3

__________________________________________________________________

You are in the role of the Channel Manager at the PC manufacturer PC4You. You have been informinterested in 10 PCs. You want to pass on this information as a lead to your sales partner ED Systems.

So you create a transaction of the type Lead. The lead contains all the important information on this business matter.

In the next step you forward this leth

Channel Manager Role

Channel Manager

Create a lead.

(H

• Create a lead with the transaction type Lead Partner Portal • Enter the Description Lead for Group ## (## stand• Enter the Prospect Media Store (partner I• Enter 10 items of the pro• Save the lead document

What is the transaction number (transaction ID) and the current status of the lead that you just created?


1-4 Do not forget to

Note: Distribution should take place Manual Partner Selection.

1-5

1-6 You have sent the lead to ED Systems and you now want to know who the contact

1-7 Manager and close all browser windows and essions.

Forward the lead to the ED Systems partner (partner ID 300864).save your document again.

What is the current status of the lead now?

__________________________________________________________________

persons for ED Systems are. Who is the Partner Manager at ED Systems?

Tip: Check the details for Partner ED Systems in Partners and Accounts area.

__________________________________________________________________

Log off in the function of the Channel s


Exercises

Unit: SAP CRM Partner Channel Management

Topic: Lead Management (Partner Manager)


• In the role of a PC4YOU partner (in this case Logan White), accept the lead

ll the necessary information, including the lead previously created by

you (in the role of a Channel Manager) and forwarded to ED Systems.

2 tn

2-1 Log onto the SAP CRM WebClient User Interface as Logan White (in the Business anager).

Logan White is the sales representative at ED Systems, the reseller of PCs from PC4YOU.

Logan White logs on directly to the system of PC4YOU. There he finds a

Par er Manager Role

Role of a Partner M

Important hint: In this special case (because taking over the role of Logan White) in the popSAP NetWeaver – SAP Web Applicaton Server log on with user WHITEL

-up and

password welcome (instead of CRM-##). This will lead you to the role and

2-2 In the Workflow Tasks within the Worklist of the navigation bar, look for the lead

2-3 Read the description and branch to the details for the lead. To get to the details, you d Business Object.

2-4 Go back to the Workflow Tasks and accept the lead.

functions of Logan White as the Partner Manager at ED Systems.

you just created and sent (Lead for group ##).

have to choose the hyperlink in the column Associate



Exercises

Optional: el Management

Topic: Collaborative Showroom

Unit: SAP CRM Partner Chann


In• the role of an end customer, place an order in the Web shop and select the partner(s) you want to deliver the products

ollaborative showroom scenario, a Web shop order is s the rest of the order

ct a suitable partner. Order the content of the shopping basket.

3 ab

3-2 Special offers area) and buy the

Add these to your shopping basket:

sic 17

3-4 Search for a partner who is processing the order and choose the organization

3-5

__________________________________________________________________

Within the cassigned to a partner. The partner then performprocessing.

• Enter the Web shop as a consumer. •• Fill the Web shop shopping basket and sele

Coll orative Showroom

3-1 Enter the Collaborative Showroom via the link in transaction ZLINKS.

Browse through the shop catalog (or use the following two products.

• Notebook Ba• Multi Print

3-3 Navigate to the shopping basket.

EuroCo.

Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo?


3-6

Select Lime Computers for the Multi Print so that different partners process the

3-7

@SAPIDES.COM

Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date.

__________________________________________________________________

two order items.

Order the content of the shopping basket.

For the registration you use the E-mail address of Sandra ##Turner CRM-##.TEST (## stands for your group number) with the password welcome, or you use the E-mail address that you entered in Unit 4

3-8

Select the Invoice payment method and accept the General Terms and Conditions.

3-9

_____________

3-10

________________________________________________________

3-11 Log off.

(exercise 3-1).

Perform the order transaction for each of the partners.

Close the order transaction by ordering.

Check the order confirmation and note the two order numbers.

_____________________________________________________

Switch to My Account and check the order status of both orders.

__________

mailto:CRM-


Solutions

t

opic: Lead Management (Channel Manager)

1

1-1 og onto the SAP CRM WebClient User Interface in the Business Role of a

Select the Business Role CHM-CM out of the list.

1-2

• 3271) by

field. Choose to start the

• ter HT-1000 (Notebook Basic ntity field.

1-3 What is the transaction number (transaction ID) and the current status of the lead

On the Details assignment block within the area General Data the Transaction ID

The current status of the lead is shown within the Status area on the Details

1-4 Manual Partner Selection. Do not forget to save your

ocument again.

Unit: SAP CRM Partner Channel ManagemenT

Channel Manager Role

LChannel Manager (CHM-CM).

Create a lead.

(Hint: Sales Cycle → in the block Create select Leads) • Create a lead with the transaction type Lead Partner Portal • Enter the Description Lead for Group ## (## stands for your group number).

Enter the Prospect Media Store (partner ID 3271). Use the input help and search for the prospect Media Store (partner ID

e Search entering Media* in the Name1 / Last Namsearch and then select and transfer the search result to your document. Enter 10 items of the product HT-1000. On the Products assignment block, choose en15) in the Product ID field and 10 in the Qua

• Save the lead you created by choosing Save

that you just created?

is shown.

assignment block.

The status Open can be seen in the Status field.

Forward the lead to the ED Systems partner (partner ID 300864). Note: Distribution should be d


Select Distribute in the Header area of the Lead overview screen. Choose the tion and use the input help in the Channel Partner

ms (partner ID 300864). You can find this by entering

rch result.

Choose the button Update.

to Be Distributed and choose Save and

1-6

a.

Drake and Logan White are listed. Logan White is the Partner Manager.

1-7 Log off in the function of the Channel Manager and close all browser windows and sessions.

Method: Manual Partner Selecfield to search for ED SysteED* in the Name field. Choose Search to start the search, then select and transfer the sea

Select the table row within the block Leads Back.

1-5 What is the current status of the lead now?

Status field: Dispatched to Partner

You have sent the lead to ED Systems and now you want to know what contact persons there are for ED Systems. Who is the Partner Manager at ED Systems?

Tip: Check the details for Partner ED Systems in Partners and Accounts are

Partners & Accounts → within the block Search select Channel Partners and search for ED Systems.

Select ED Systems out of the result list and branch to the Partner Contacts assignment block. => Diane


Solutions

nt

Topic: ead Management (Partner Manager)

2 tn

2-1 Log onto the SAP CRM WebClient User Interface as Logan White (in the Business anager).

Unit: SAP CRM Partner Channel Manageme

L

Par er Manager Role

Role of a Partner M

Important hint: In this special case (because taking over the role of Logan White) in the popSAP NetWeaver – SAP Web Applicaton Server log on with user WHITEL

-up and

password welcome (instead of CRM-##). This will lead you to the role and

2-2 the Workflow Tasks within the Worklist of the navigation bar, look for the lead

Select Worklist in the navigation bar and branch to the Workflow Tasks assignment

2-3 ead the description and branch to the details for the lead. To get to the details, you

Choose the Associated Business Object Lead for Group ## by using the

2-4 Workflow Tasks and accept the lead

## in the column Subject within the Workflow Tasks assignment block. Finally choose the button Execute Decision to accept the lead and also changing the status.

functions of Logan White as the Partner Manager at ED Systems.

Inyou just created and sent (Lead for Group ##).

block.

Rhave to choose the hyperlink in the column Associated Business Object.

hyperlink.Details of the lead are then displayed.

Go back to the

Choose Back. Accept the lead by selecting the hyperlink Accept Lead for group



Solutions Optiona : Unit: SAP CRM Partner Chann

lel Management

Topic: Collaborative Showroom

3 lab

3-1

Select transaction ZLINKS out of your favorites and use the link for accessing the

3-2 rowse through the shop catalog (or use the Special Offers area) and add the l the shopping basket:

sic 17

3-4 earch for a partner who is processing the order and choose the organization

Choose Store Locator and search by choosing All. Select Choose Partner for

3-5 heck the availability/prices of the desired items for the desired partner. Which EuroCo?

3-6 this product available from other enterprises? Choose the organization that can

ew r this item from the Multi Print product line. On the next screen you see

at the companies Lime Computers and Pacific Technology can deliver this

Col orative Showroom

Enter the Collaborative Showroom via the link in transaction ZLINKS.

Collaborative Showroom.

Bfol owing two products to • Notebook Ba• Multi Print

Choose Add to Shopping Basket.

3-3 Navigate to the Shopping Basket.

SEuroCo.

EuroCo.

Cproduct is not available in the range of the company

The Multi Print is not part of EuroCo’s assortment.

Isprovide the product at the earliest date. Yes, it is available from other organizations. To determine this, choose Find a npartner fothproduct. Lime Computers can deliver the product faster.


Choose Lime Computers for the Multi Print so that different partners process the

3-7

ave to log onto the Web shop. Choose Log on.

two order items.

Order the content of the shopping basket.

To place an order, you h

For the registration you use the E-mail address of Sandra ##Turner CRM-##[email protected] (## stands for your group numpassword welcome, or you use the E-mail address that y

ber) with the ou entered in Unit 4

3-8 e partners.

rdering (choose Order).

dure for the second item.

Order numbers:

3-10 Switch to My Account and check the order status of both orders.

The status for both orders is Open. Select My Orders.

3-11 Log off.

(exercise 3-1).

Select the button Update first and then choose the button Go To Checkout.

Perform the order transaction for each of th

Select the Invoice payment method, choose Continue and accept (select) the General Terms and Conditions. Close the order transaction by o

Repeat this proce

3-9 Check the order confirmation and note the two order numbers.


© SAP AG 2008

Course Topics – SAP CRM Sales

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Sales

Account & Contact Management

Activity Management

Opportunity Management

Quotation and Order Management

Contract Management

Incentive & Commission Management


© SAP AG 2008

SAP CRM Sales: Objectives

At the end of this unit, you will be able to:List the business processes in SAP CRM SalesDescribe different business objects, elements, and functions in SAP CRM Sales


© SAP AG 2008

Case Study: SAP CRM Sales


Channel manager creates lead; partner creates

order


marketing campaign

Customer makes call and IC Agent enters

complaint77

SAP CRMInteraction

Center

SAP CRMSolution

44Customer makes purchases from the Web shop

SAP CRMWeb Channel

Sales order is replicated in the SAP ERP system and goods are delivered

66SAP CRMSales

SAP CRMMarketing


company, you use the various tools for your accounts: You create

As an employee responsible for shipment, you use the SAP ERP system to complete the delivery of orders placed using the various channels, such as the E-Commerce Web shop.

As a sales representative for youran opportunity after having visited a customer, perform customer-related activities, and finally turn the opportunity into a quotation.


© SAP AG 2008

Lead creationand qualificationCustomer

retention

Logisticsexecution

Customer service

BillingAgreement

Sales cycle

Interaction Center

E-Selling

Mobile

Telephony

Face-to-face

Sales Cycle and Closed-Loop CRM

iding a

ivalled, comprehensive view of each sales , key

Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information for optimized front-office transactions.

Closed-loop Interaction Cycle: Provides companies with an insight into the entire customer life cycle – from the moment a lead is identified, to planning necessary tasks and activities, provquotation, entering an order, and finalizing and managing the billing cycle and fulfillment process.

360 Degree Visibility: SAP CRM delivers an unropportunity by providing complete information about prospects, customer histories, milestonesdecision-makers, tasks, activities, and progress.

Multi-Channel Optimization: Gives sales team members (regardless of their role or location), partners, and customers immediate access to all critical information ensuring an integrated and consistent experience regardless of the channel used.


© SAP AG 2008

Account & Contact Management

No one knows your accounts better than you with SAP CRM

Quick and easy to find and display accountsInformation about contact partners, companies, and relationshipsDifferent views of accounts, such as customers, contacts, consumers, or competitors360° view of the account with all relevant information such as:

Interaction historyActivitiesOpportunitiesSales, service, and marketing documentsFinancial and logistical data

Printing of account overviewAccount fact sheet

• and contracts, and complete customer interaction histories

te visits,

Account and Contract Management is particularly useful for sales employees or mangers who work with the system only occasionally to prepare or postprocess their customer visits.

Key Account and Contact Management functions of SAP CRM include:

Quick access to key account information, including overviews of critical relationships, sales documents such as quotationsincluding inbound and outbound calls, e-mail exchanges, written correspondence, on-simeetings, and presentations.

• A customizable fact sheet that provides important Key Performance Indicators (KPIs)

Linking master data processing and integrating transaction data in Account Management provides anideal basis for preparing targeted and customer-oriented visits.


© SAP AG 2008

Activity Management

PartnersSales EmployeesContact PartnersManagers

Deadlines

Texts

Attachments

TransactionsQuotationOpportunityCustomer Order

Questionnaire

Activity Journal

GroupwareIntegration

Activities

Tour Planning andActivity Scheduling

a business partner) and tasks.

• ical urveys to track the batch and product numbers of free samples offered

• ay synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus

• Tour planning and activity scheduling can be used to select business partners and create activity proposals for them, which are immediately shown in the calendar.

Activities can be divided into interactions (with reference to

Key Activity Management functions of SAP CRM include:

• Ability to schedule and manage simple and complex tasks

• Ability to define and access customer activities, including all communication transactions, suchas appointments, dates, telephone calls, e-mails, letters, and meetings

• Seamless integration into all business transactions allowing basic functions to be used in each phase of the CRM process and sales cycle

• An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on requirements, products, and services discussed.

Ability to integrate many different areas of data and create surveys. For example, pharmaceutcompanies could use such sduring customer visits. Retailers, on the other hand, could record the costs of campaigns and other details.

Two-wNotes, ensuring that sales employees can view their CRM calendars in third-party solutions as well.


© SAP AG 2008

Groupware Integration in SAP CRM

User: SAP CRM ApplicationMS Outlook or Lotus Notes

Link to Contact in SAP CRM

Two-way data exchange between SAP CRM Middleware and Groupware Solutions(MS Exchange and Lotus Notes)

Server-based for:

Tasks

Contacts

Business Partners Groupware: Business Partner Addresses

and ent

ce versa). This allows you to

and sent to Middleware.

dar

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background without having to be triggered by the user.

You can integrate SAP CRM Activity Management with groupware applications (such as Microsoft Outlook and Lotus Notes) to synchronize contacts and tasks in your SAP CRM calendar with yourown groupware calendar. Data is exchanged in both directions, enabling you to call up activities data (such as date, time, location and business partners involved) in your own office managemsystem that you originally entered in the SAP CRM system (and viwork more quickly and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar to check appointments and tasks.

SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+.

When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved in the database as a Messaging Business Document (Bdoc)Middleware calls adapters and sends the activity to the map box. It is then converted to iCalenformat so that it is compatible with the groupware applications.


© SAP AG 2008

Opportunity Management

ActivitiesPhase

Development

Decision

Discovery Exchange of informationDefinition of requirements Customer visit

Solution developmentTest of benefitsPricingDemonstration/PresentationNegotiation

Quotation

PersuasionVisit to reference customersGolf

Order

won

No OrderlostSuccess/failure

analysis

Opp

ortu

nity

vices.

se, ejection.

i anagement functions of SAP CRM, sales employees can easily:

makers, influencers, and relationships

lling and sales coaching

• Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities

An opportunity is a recognized possibility for a company, for example, to sell products or serThe opportunity allows you to view sales projects from the very start and track their progress.

An opportunity goes through a sales cycle that is divided into various phases. In each phadifferent activities are carried out. The sales process ends with a sales order, contract, or r

W th the Opportunity M

• Plan sales strategies

• Assign and manage critical tasks and activities

• Identify key decision

• Monitor competitors

• Promote team se

• Predict revenue

• Create opportunity hierarchies to link related sales opportunities and projects


© SAP AG 2008

Opportunity Management – Sales Methodology

Opportunity

Buying Center

Sales AssistantOpportunity

Plan

CompetitorAnalysis

OpportunityAssessment

Reporting/Analysis

Project Goals

Freely Customizable

• d h

mpanies can manage and monitor all sales opportunity

h

• An opportunity plan, which provides a complete view into the current status and details of an opportunity.

Key elements and functions of sales methodology in SAP CRM include:

A sales assistant feature, which companies can use to guide sales employees through a structuresales process. This function also supports sales employees in planning their sales activities. Witthe help of the sales assistant feature, coactivities and provide sales representatives with recommended activities and tasks to complete during each phase of the sales process.

• A buying center, where users can enter information on people involved in customers’ decision-making processes, including endorsers, decision makers, users, assessors, and coaches.

• An opportunity assessment tool, which provides sale representatives with checklists with whicthey can qualify projects and determine the probability of closing sales.


© SAP AG 2008

Pipeline Performance Management

ent (PPM) is an interactive application to plan quotas and manage ily identify

ent helps sales managers and sales representatives to:

unity changes in the pipeline

te

For Pipeline Performance Management SAP Business Intelligence (SAP BI) is not required.

Pipeline Performance Managempipeline activity and presents opportunity data in context with pipeline analytics to easgaps and critical opportunities.

Pipeline Performance Managem

• Analyze their sales pipeline

• Identify gaps and critical opportunities

• Identify and monitor opport

• Simulate what-if scenarios

• Immediately trigger the right actions to resolve issues and to meet their targets

Pipeline Performance Management provides a great user experience by merging analytics and actions in one application.

Four different chart types are offered: Target To Date View, Sales Pipeline View, Closing DaView and Sales Pipeline Change View


© SAP AG 2008

Quotation and Order Management – Quotation

Quotation

Sold-to Party: Miller Inc., Boston

StatusFlat Screen Monitor X-100 10 pc QuotationLaser Printer Z-230L 20 pc Quotation

Quotation:Legally binding offer to deliver specific products or a selection of a certain amount of products in a specified timeframe at a pre-defined price.

Actions(for example, sales call asactivity one week beforeend of validity period)

Status(for example, "Completed" if the validity end-date has

been reached)

Workflow(for example, release)

• customer and the products already exist. If there is only one

y a

s of

of the group can be

• se

CRM for information purposes. An error-free quotation created in SAP CRM is copied to SAP CRM Mobile Sales. A quotation created in SAP CRM Mobile Sales is copied to SAP CRM.

Basic elements and functions in Quotation Management include:

Information about Existing Quotation: When you create a new sales order, the system checks whether valid quotations for thequotation, the system can immediately assign it to the sales order. Alternatively, it can displalist of all relevant quotations.

• Validity: Can be determined manually or by using a date profile at header and/or item level

• Completion: A quotation is completed if the validity period expires (action), if the customer rejects it, or if its status is changed (for example, if the quotation is accepted).

• Sales Probability: Determines how likely it is that a sales order will be initiated on the basithe quotation. This is used to forecast sales (expected revenue).

• Alternative Items: Items can be combined into groups. Only one itemtransferred to an order.

• ATP Check: Calculated according to quotation-specific ATP profile

• Actions: Generate actions (for example, e-mails, workflows or follow-up documents) from application data in accordance with an action definition.

Distribution: Quotations that are created in SAP CRM can be transferred to SAP ERP. Thequotations can then be converted into orders in SAP ERP but not in SAP CRM. Quotations managed in SAP ERP are distributed to SAP


© SAP AG 2008

Sales Order

Quotation and Order Management – Sales Order

Sold-to Party: Miller Inc., BostonDelivery Date

Flat Screen Monitor X-100 10 pc 06/20/2008

Laser Printer Z-230 20 pc 06/20/2008

Sales Order:A request from the customer to the company to deliver a certain amount of products at a certain time or to provide services by acertain time.

Informationabout existing

quotation

Campaign Determination(campaign-specific

pricing)

Integration(exchange with

SAP ERP)

• l

status at item level, and enters corresponding

• for which payment is made

check with a clearing house. The

• ilability check of products in SAP SCM; the rule-based availability check in SAP SCM;

f

• Explosion of Structured Products: Single-level explosion of structured products in sales transactions.

Important functions in Customer Order Management include:

Execution of Credit Check: The SAP CRM system uses a Remote Function Call (RFC) to calSAP ERP or another system in which the credit check is performed. SAP CRM displays theoverall credit status in the header, sets the creditmessages in the application log. If the credit limit has been exceeded, further processing is prevented by the status "Credit Limit not OK".

Use of Payment Cards: You can define payment card data in the Business Partner master dataand then easily enter it in the sales document. In a sales transactionwith a payment card, the system carries out an authorizationsettlement with the clearing house is executed in the ERP system.

Availability Check: The following options are supported: the avathe availability check in SAP ERP; and product availability information in SAP SCM or SAP ERP.

• Product Listing and Exclusion (PPRs): A partner/product range (PPR) is a combination obusiness partners and products that is valid in predefined scenarios for a specific time.


© SAP AG 2008

Sales Contract

Contract Management

Contract:Contracts are long-term agreements with customers that allow them to buy products under special conditions, such as lower prices or favorable terms of delivery.

Sold-to Party: Miller Inc., BostonQuantity Value

Flat Screen Monitor X-100 1000 pc 299,000Laser Printer Z-230 759,000Personal Computer PC-15 1000 pc 999,000

Actions(for example, follow-up

activity when canceled)

Value/QuantityContract

(on item level)

Integration(exchange with

SAP ERP)

• original sold-to party, who may release uthorized partners, enter one or

reements: Can be defined at header or item level

• ly apply on a long-term basis. Customers who want to use SAP CRM as their

.

M

• Contracts are continually updated with the correct released quantities or values in both systems.

Important elements of contracts include:

Authorized Partners: business partners, other than theproducts from a contract. You can create a list of individual, amore group hierarchies, or use a combination of both.

• Pricing Ag

• Deadlines

• Cancellation

• Completion Rules

Integration of contracts between SAP ERP and SAP CRM:

Contracts usualmain contract management system can transfer contracts from the SAP ERP system to the SAP CRM system.

• You can execute an initial data transfer to replicate all existing SAP ERP contracts to SAP CRM

• New or changed contracts are then transferred automatically from the ERP system to the CRsystem.

• In this way you can display contracts from SAP ERP in the SAP CRM system and release products from these contracts.


© SAP AG 2008

CRM Billing(optional)CRM Billing(optional)

Sales Order Scenario in SAP CRM and SAP ERP

Outbound Delivery

Outbound Delivery

TransportTransport

Sales Order

Status

Successfully distributed

Completely processed

Sales Order

Status

Successfully distributed

Completely processed

Sales OrderSales Order

PickingPackingWarehouse MgtTransportation

PickingPackingWarehouse MgtTransportation

BillingBilling

SAP CRM SAP ERP

ly

he distribution status of the transaction in the SAP CRM system, you can see whether the

, you can check it by viewing the delivery

After successful billing, the relevant billing status is set.

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

Sales orders can be transferred to the SAP ERP system only if they have been processed completeand without error.

From ttransaction is relevant for distribution and, if so, whether it was successfully distributed to SAP ERP.

Once the delivery has been made in the SAP ERP systemstatus of the order in the SAP CRM system.


© SAP AG 2008

Corporate Objectives

Individual Goals

Incentive & Commission Management

Benefits in the Sales AreaAlignment of individual goals with corporate strategyIncreased employee productivity through transparency of potential and bonus paymentsStronger commitment of talented employees to the organization

Benefits in the Finance AreaReduction of payout errors (improving profitability)Low administrative costs through automation

Commission data can be checkedSales costs can be viewed immediately

n incentive

to

les pipelines. Being able to project the ntify the opportunities that ensure that

• perational areas, since Incentive and Commission

• Up-to-date visibility of the compensation status at any time, both for the compensated work force (Sales Manager and Sales Representative) and for management.

The Incentive and Commission Management (CRM-ICM) business scenario delivers amanagement application, administration interface, and end-user interface. Planning administrators can use the application to create complex compensation plans and manage these after implementation. In this way, organizations can adapt incentive programs quickly and dynamically the changing conditions of today's business environment. Sales staff can easily track their current performance and model potential commission from their saamount of commission themselves allows sales staff to ideboth personal goals and corporate objectives are achieved.

Offers an effective tool for efficient sales administration:

• Commission can be calculated at a transaction level (a unique attribute of SAP’s solution).

• Complex calculation schemes and various parameters can be taken into account when calculatingincentives.

Centralizes processing of data from different oManagement can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems.


© SAP AG 2008

SAP CRM Sales: Summary

You are now able to:List the business processes in SAP CRM SalesDescribe different business objects, elements, and functions in SAP CRM Sales



Exercises

Unit: SAP CRM Sales Topic: Creating Sales Transactions


Create various sales transactions •

unity.

The quotation is accepted by your customer and results in a follow-up order.

1-1

Sales Methodology) to create

ty

xp. Sales Vol: ample, 12/31/2008)

____________________________________________________________

-1-2

ction Gather Information on Customer.

You have a chance to sell notebooks to a customer and want to use the sales methodology to create a sales document of the type Opport

Later on, you want to convert this opportunity into a quotation.

Log on to the WebClient User Interface in the role of a Sales Professional and create various sales transactions.

1-1-1 Use the sales methodology (transaction type an opportunity.

Enter the following data:

Prospect: ##Turner Description: ##OpportuniSales stage: Identify opportunity E 20,000 USD Closing Date: <End of year> (for ex Enter the product HT-1010 and the quantity 10. Press ENTER, save the opportunity, and note the transaction number.

1 Create a follow-up activity using the Sales Assistant.

Open the opportunity that you just created and choose the Sales Assistant (via More in the header area of the screen).

Mark and activate the a

Save the opportunity.

Go to the Planned Activities assignment block.

Check that there is a task as a follow-up document.


1-2

1-2-1 in the header area of the opportunity.

on type Quotation ( -

Save the quotation and note the transaction number.

o to the Transaction History assignment block and check the information

________

1-3 Now cr

1-3-1 low-Up in the header area of the quotation.

action type Telesales.

On the Select Items – Web Page Dialog screen select the item and transfer it to the sales order.

____________________________________________________________

1-3-2 atus overview to check that the order has

___________________________________________________________

1-3-3 Log off in the role of a sales professional.

Create a quotation as a follow-up transaction for the opportunity.

Choose Create Follow-Up

Within the Web Page Dialog screen, choose transactiOrder).

On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation.

____________________________________________________________

Gconcerning the preceding documents.

1-2-2 Check if the quotation has been transferred to the ERP system. ___________________________________________________

eate an order as a follow-up transaction for the quotation.

Choose Create Fol

Within the Web Page Dialog screen, choose trans

Save the order and note the transaction number.

Use the transaction history or the stbeen transferred to the ERP system.


SalesSolutions

Topic: Creating Sales Transactions

1-1 Log on to the WebClient User Interface in the role of a Sales Professional and

.

1-1-1 eate

g an opportunity. In the Select Transaction Type –Web Page Dialog and enter the following

ty

xp. Sales Vol:

nter the product HT-1010 and the quantity 10 in the Items assignment

a partner selection screen comes up select the first partner out of this list

Press ENTER, save the opportunity, and note the transaction number.

-1-2

pen the opportunity that you just created and choose the Sales Assistant

ity.

er Information on Customer and choose Activiate in Back to branch to the opportunity

Unit: SAP CRM Sales

create various sales transactions.

Log on to the WebClient User Interface and select the Business Role SALESPRO

Use the sales methodology (transaction type Sales methodology) to cran opportunity. Within the navigation bar select Sales Cycle. Go to the hyperlink for creatinscreen select transaction type Sales Methodologydata:

Prospect: ##Turner Description: ##OpportuniSales Stage: Identify opportunity E 20,000 USD Closing Date: <End of year> (for example, 12/31/2008) Eblock. If(mark the relevant partner and select Choose).

1 Create a follow-up activity using the Sales Assistant.

O(via More in the header area of the screen). Select More → Sales Assistant in the header area of the opportun

Mark and activate the action Gather Information on Customer. Mark the entry for Gaththe header area of this block. Select overview screen again.

Save the opportunity.


Go to the Planned Activities assignment block. Branch to the Planned Activites assignment block and open this block by clicking on the text.

Check that there is a task as a follow-up document.

pear.

1-2 Create a quotation as a follow-up transaction for the opportunity.

age Dialog screen, choose transaction type Quotation ( -

t Choose.

ent block and check the information

interaction istory by clicking on the text.

1-2-2 heck if the quotation has been transferred to the ERP system

not transferred

1-3 Now create an order as a follow-up transaction for the quotation.

1-3-1 Telesales.

lect the item and transfer it

ct Choose.

1-3-2 has

M is transferred as a replicated document to the ERP system and is available there for further logistical processing (such as delivery, picking, or goods issue).

1-3-3 Log off in the role of a sales professional.

Your just created task (out of the sales assistant) should ap

1-2-1 Choose Create Follow-Up in the header area of the opportunity.

Within the Web POrder).

On the Select Items – Web Page Dialog screen select the item and transfer it to the quotation. Mark the entry out of the list and selec

Save the quotation and note the transaction number.

Go to the Transaction History assignmconcerning the preceding documents. Branch to the Interactin History assignment block and show theh

The opportunity appears as a preceding document in the history.

C

Answer: No, quotations that were created in SAP CRM areto the ERP system by default.

Choose Create Follow-Up in the header area of the quotation.

Within the Web Page Dialog screen, choose transaction type On the Select Items – Web Page Dialog screen seto the sales order.

Mark the entry out of the list and sele

Save the order and note the transaction number.

Use the transaction history or the status overview to check that the order been transferred to the ERP system. Answer: Yes, the order created in SAP CR


© SAP AG 2008

Course Topics – SAP CRM Interaction Center

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Interaction Center

Interaction Center Agent Functionalities

Interaction Center Management


© SAP AG 2008

SAP CRM Interaction Center: Objectives

At the end of this unit, you will be able to:Explain the Interaction Center framework and componentsProcess incoming calls using the knowledge search in the Interaction CenterDescribe the functions of Interaction Center Management


© SAP AG 2008

Case Study: SAP CRM Interaction Center



creates order


marketing campaign


77

SAP CRMInteraction

Center

SAP CRMSolution

44Customer makes


SAP CRMWeb Channel


66SAP CRMSales

Technical customer-service representative creates the

service order and assigns a service employee

88 SAP CRMService

SAP CRMMarketing


p customer who

or the customer with one of our

In addition, you work on a call list as part of a marketing campaign.

As an Interaction Center Agent, you receive an incoming phone call from a Web shois having problems with his notebook that was delivered.

In a first step you use the knowledge search to propose a solution for the customer.

If necessary, you create a service ticket and arrange an appointment fservice representatives.


© SAP AG 2008

Interaction Center: Layout and Components

Scratch pad

Account info Alerts Communication

information

System messages

Navigation bar

Tool bar

Work area

Broadcast messages

the

unication Management Software, , and queue status.

ions (such as sales and service orders), start call

The navigation area enables agents to start transactions and navigate between different screens.

The scratch pad allows agents to write down notes that can be added to the business documents at any time.

Account information shows the most relevant information about the current interaction, such ascustomer’s name and company.

The alerts generated by the alert modeler are displayed for the agents (for example, automatic suggestions or reminders).

Communication information shows information from the Commsuch as talk time, automatic number identification, agent status

The tool bar contains pushbuttons for the telephony functions.

In the work area, you can process business transactlists and interactive scripts, or perform a detailed search for business partners, products, and transactions in the customer's interaction history.


© SAP AG 2008

Interaction Center: Configuration

Configuration of work center

IC Work Centers: FunctionsSales, Service, MarketingTelephone IntegrationE-Mail Integration……..

IC Work Center:Individual Configuration for:

The entire call centerGroups of agentsIndividual positions

e, service transactions

nnels:

ng and outgoing calls, routing, call lists, CTI (Computer Telephony tion

You can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured profiles.

The Interaction Center supports all the CRM strategies, such as:

• Sales: processing of sales transactions, opportunities, product proposals

• Service: E-mail processing and workflow, solution databas

• Marketing: campaigns, call lists, product proposals

The Interaction Center also supports communication over a number of communication cha

• Telephone: incomiIntegration) connec

• E-mail, fax, SMS


© SAP AG 2008

Telemarketing, Telesales, and Teleservice

Telesales

Teleservice

Telemarketing

Solution Search

?!

ServiceTicket

ServiceTicket

ComplaintsComplaints

Call ListSelect

Surveyx

x

Lead

Qualified!

Script

Product Proposals and Recommendations CRM & ERP Sales Order

ith

t

• include the warranty search. Complaint management allows ies

• and what products and services the customer has, and schedule appointments based on time preferences of the customer, and the qualifications and availability of service representatives.

In telemarketing, marketing campaigns are carried out by coordinating call lists and scripts wagents and outbound dialers.

Scripts and surveys are used to guide agents through interaction with business partners. The qualification of leads is also supported.

Telesales includes processing both incoming and outgoing orders. This is supported by producsuggestions, such as Top-n Products and Cross-Selling.

Customer Service enables help desks to manage cases and complaints for customer service & support situations.

The SAP CRM Interaction Center provides a complete range of service functions for processing customer requests.

• The knowledge search helps agents to find a solution and forward it to customers by phone, E-mail, or chat.

Complaints and service orders alsoyou to trigger follow-up actions like return processing and in-house repair, subsequent deliverfree of charge, and credit memos.

Agents can check entitlements, underst


© SAP AG 2008

Knowledge Search

Solution Database

?

-

+-

+- --

-

?

[email protected]:

To:

Text:

!

From:

To:

Text:

Answer with solution

?

!

Problem description received

Search using text

Extend search usingattributes and categories

[email protected]

[email protected]

[email protected]

Solution

+

ail, n used to search for suitable solutions that can be passed on to the customer.

n

• nt can optimize the search by s saved

• or restrict the range of the text search by assigning the problem to d as

• the problems determined in the database. Consequently, the agent o

ail

• Feedback from the customer and/or agent is used to continually optimize the search for a solution.

The Knowledge Search uses the problem description given by the customer by phone, fax, E-mor chat. This text is theThe knowledge search can also be used by customers and field sales representatives, and as aInternet self-service.

To illustrate the knowledge search, this slide uses a customer inquiry that is e-mailed to the Interaction Center.

The knowledge search uses the entire text of the E-mail. The agereducing the text to the relevant parts. The text is automatically matched with the problemin the database. The text search also contains a phonetic search.

The agent can enhancepredefined categories. An unlimited number of categories and attributes can be freely definea hierarchical system.

Solutions are assigned toreceives a list of search results containing symptoms and solutions ordered by their relevancy tthe texts and attributes.

• The agent selects one or more solution proposals, copies them, and inserts them in the E-mreply to the customer.


© SAP AG 2008

Interaction Center Management: Tasks

Agent Guidance

InteractionCenterManager

ScriptSales transaction

Interaction Center Manager

ERMS

Intent-Driven Interaction (IDI)Call List Management

cripting is a function in the Interaction Center that allows managers to design step-by-stomer

er's response dictates the next step that the script

eb

ng

. t guidance and ensures that customer

interactions are handled according to corporate standards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible IC events.

The main task of the Interaction Center Management is to guide the Interaction Center Agents. This is supported by the following components: Interactive Sstep scripts and allows agents to execute these scripts whenever they need guidance during cuinteractions. Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customdisplays. These steps may include questions with predefined answers, business transactions, Wdocuments, or other activities within the IC.

Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions. E-Mail Response Management System (ERMS) is a tool for managing large amounts of incomie-mail. Instead of routing all incoming e-mails into one queue, ERMS provides services for automatically processing and organizing incoming e-mail. There are several automated activities that reduce the need for manual intervention by interaction center agents, thus substantially increasing efficiency and processing accuracy, by helping agents to process e-mail in less time and allowing them to provide the same quality response regardless of agent skill level. ERMS provides tools for agents to efficiently and consistently respond to messages, and for managers to administer, monitor, and report on the whole e-mail process.

SAP delivers preconfigured ERMS settings and functions that you can extend using custom codingIntent-Driven Interaction (IDI) supports rule-based agen


© SAP AG 2008

Interactive Scripting

Script

Hello ...

Question: A

Question: B

Answer: yes

Answer: no

Answer: X

Answer: Y

Thank you and good-bye

For example,sales transaction

Call up functions

Call up scriptmanually or automatically

Evaluation

be linked to marketing campaigns so that

cripts

the

n the customer's previous answers during the conversation. The conversations can also be evaluated statically and used by Marketing to distribute the business partners to target groups.

Interactive scripting helps the agents in their communication with business partners. Agents can select and call these scripts manually. Scripts can alsowhen calls are made in connection with a certain campaign, the script opens automatically. Scan also be launched automatically driven by events.

The script provides question and answer alternatives, which the agents can use during their conversations with the customer. The script can call up specific transactions, depending on customer's answer. Thus the script can, for example, branch to the processing of sales orders.

The conversation is saved as a history. This enables the agent to access information o


© SAP AG 2008

Intent-Driven Interaction (IDI)

Events

Rule Modeler

Actions (condition-based)

Alerts

Script

Automatic Navigation

DI) ensures that customer interactions are handled according to corporate

IC events have to be assigned to a rule

In the Alert Editor new alerts with text variables and navigation options can be designed.

Intent-Driven Interaction (Istandards via rule-based alerts, interactive scripts, navigation, and other actions based on flexible Interaction Center events.

First of all Interaction Center Events have to be defined in Customizing (based on User Interface elements like buttons and Drop Down List boxes).

Within the Rule Modeler in a second step Business Roles and policy.

Business Rules are created by using Conditions and Actions.


© SAP AG 2008

IC Management: Managing Call Lists

Processcall list

Assigncall list

Monitorcall list

Calling hours

Business partners

Call center

Agent teams

Agent positions Finished

In processing

Open

List

Create call list

Periodic calls

Campaign

Manual list

Scripts, ...

context

groups of :

• rtners, select the appropriate contact persons. When processing the call list, the

e main business partner or one of the contact persons

call lists using different key figures (size of the call list, nd so on).

The call finally needs to be activated.

Before a call list is used in the Interaction Center, it has to be activated and assigned toagents in call list management. Call lists can also be processed in call list management

• Individual calls can be removed from, added to, or moved to other lists manually.

Synchronizing call lists means that the agent can specify the time frame and, in addition to themain business paagent can then choose whether to call th(context menu).

• Scripts can be assigned to the call lists.

• Call lists that have been created separately can be assigned to each other.

The call lists are then assigned to the relevant organizational units, positions, or even individualusers for processing.

You can monitor the processing of the number of open and completed calls, a


© SAP AG 2008

IC Management: IC Manager Dashboard

Provides the IC Manager with Interaction Center statistics in real time (status of current processes)

Identifies sudden trends or potential emergencies

Displays agent volume and activity statistics

ng:

p iView also displays detailed information for

tive

When you place the mouse pointer on an agent’s name, the three key figures you have defined appear for that agent.

In the Dashboard you can display the followi

• The number of active agents per channel

• Overall status of each of the queues in the Interaction Center

• Three overview key figures of your choice, such as call volume, average handling time and average speed of answer

• Alerts (either as texts or symbols) that inform you if the threshold values you configured have been exceeded or not reached

A art from the information shown in the overview, thisevery single agent in the team. For example:

• The queue in which the agent is currently working

• Status of the respective interaction, such as wrap-up, ready or ac

• The time for which the agent was active in the current channel

• Three agent-level key figures of your choice, such as interactions handled today, average handling time and average speed of answer


© SAP AG 2008

SAP CRM Interaction Center: Summary

You are now able to:Explain the Interaction Center framework and componentsProcess incoming calls using the knowledge search in the Interaction CenterDescribe the functions of Interaction Center Management


Exercises

Unit: SAP CRM Interaction Center Topic: IC WebClient - Service


• Process an incoming telephone call in the Interaction Center Web Client

A business partner calls the Interaction Center because he is havinproblems with a noteb

g ook that he bought a few days before on the

ormation search to find a solution to the ustomer's problem.

1 Incoming call for a service problem in the Interaction Center

Start the Interaction Center. Log on to the WebClient User Interface in the role of an Interaction Center agent.

Internet. You use the infc

1-1

Select the Business Role Z_IDES_AGENT.

1-2

1-2-2 Enter ##Turner in the Account field and press ENTER (or choose Search

1-2-3 siness partner. The interaction history will be displayed automatically.

1-3 a notebook on the Internet a few days ago. ##Turner lls you that the notebook sometimes output the error Error message 190 for no

er's problem.

A call arrives from the business partner ##Turner.

1-2-1 Select Account Identification in the navigation bar.

Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel.

Confirm the identified bu

The business partner orderedtereason and then shut down. Use the knowledge search to find a solution to the custom


1-3-1

1-3-2

ght side of the screen. The first solution assumes that the battery is empty and suggests connecting the

1-4 ent

1-4-1

1-4-2 r.

the Activity clipboard of the contact data, you can see the business

1-4-3 he following data in the contact data:

ok problem ##Turner

oes not olve the problem.

1-4-4 en).

e

If the customer calls again because of the same problem, every agent can

2-1 on has notprocess

2-1-2 rner in as the Interaction Center agent you create a Service Process.

1 as description for this

2-1-3 ollowing text as Problem

2-1-4 Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. ____________________________________________________________

Select Knowledge Search in the navigation bar.

Enter Error message 190 in the field for the search terms and choose Search. The search result is displayed on the ri

notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem.

The phone call with Sandra Turner is now finished, but now you want to documthe incoming call and the suggested solution.

Set the indicator for the solution and choose Add to Cart.

Select Interaction Record in the navigation ba Inpartner and the solution you suggested to her.

Enter t Description: Notebo Notes: Customer will test suggested solution and call back if it ds

Now you can select End (function button at the top of the scre In this way you save the incoming call as an interaction data record and thsuggested solution is stored in the interaction data overview.

find the call and the suggested solution already recorded in the customer’s interaction history.

Your customer calls again in the Interaction Center because the suggested soluti solved the problem. So as an Interaction Center agent you prepare a service for the repair of the notebook.

2-1-1 Another call arrives from your business partner ##Turner. Identify the account again and look at the interaction history to allocate the informationregarding the suggested solution from the call before.

Because the suggested solution has not solved the problem of ##Tuthe next stepTo categorize the problem select Personal Computer in the Category field. Additionally enter Service ##Turner transaction.

In the Notes assignment block maintain the fDescription: Notebook HT-1010.


Solutions

Unit: SAP CRM Interaction C

enter Topic: IC WebClient - Service

1

-1 Start the Interaction Center. Log on to the WebClient User Interface in the role of an Interaction Center agent.

Incoming call for a service problem in the Interaction Center

1

Select the Business Role Z_IDES_AGENT.

1-2

1-2-2 Enter ##Turner in the Account field and press ENTER (or choose Search

1-2-3 onfirm the identified business partner. The interaction history will be

Select the button Confirm. The last interactions of your business partner

1-3 a notebook on the Internet a few days ago. ##Turner lls you that the notebook sometimes output the error Error message 190 for no

r.

er's problem.

1-3-2 .

pty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call

A call arrives from the business partner ##Turner.

1-2-1 Select Account Identification in the navigation bar.

Account). Optional: You can also search the account by entering the Transaction ID of the sales order created in the Web Channel.

Cdisplayed automatically.

will be displayed.

The business partner orderedtereason and then shut down. First search for the sales document in the contact history of the custome Use the knowledge search to find a solution to the custom

1-3-1 Select Knowledge Search in the navigation bar.

Enter Error message 190 in the field Search Terms and choose SearchThe search result is displayed on the right side of the screen. The first solution assumes that the battery is em

back if it does not solve the problem.


1-4 ow you want to document the incom

1-4-1 d to Cart.

ar.

ou can see the business artner and the solution you suggested to her.

1-4-3

escription: Notebook problem ##Turner

t

1-4-4 ow you can select End (function button at the top of the screen).

d of the interaction record.

2-1 Your chas not ou prepare a service process for the repair of the notebook.

2-1-1 in and look at the interaction history to allocate the information

gested solution from the call before.

ER (or choose Search

2-1-2 suggested solution has not solved the problem of ##Turner in step as the Interaction Center agent you create a Service Process.

ation bar and choose Service Process as ansaction type. Enter Service ##Turner in the field Description and select

The phone call with Sandra Turner is now finished, but ning call and the suggested solution.

Set the indicator for the solution and choose Ad

1-4-2 Select Interaction Record in the navigation b In the Activity clipboard of the contact data, yp

Enter the following data in the contact data: D Notes: Customer will test suggested solution and call back if it does nosolve the problem.

N This way the incoming phone call is saved and the solution will be stored inthe activity clipboar

If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history.

ustomer calls again in the Interaction Center because the suggested solution solved the problem. So as an Interaction Center agent y

Another call arrives from your business partner ##Turner. Identify the account agaregarding the sug Enter ##Turner in the Account field and press ENTAccount). Select Confirm.

Check the Last Interactions. Your previously created interaction record (Notebook problem ##Turner) should be displayed.

Because the the nextTo categorize the problem select Personal Computer in the Category 1 field. Additionally enter Service ##Turner as description for this transaction.

Select Service Tickets in the NavigtrPersonal Computer out of the list in the Category 1 field.

2-1-3 In the Notes assignment block maintain the following text as Problem Description: Notebook HT-1010. Branch to the Notes assignment block and maintain the text.


2-1-4 Save the Service Process and note the transaction number. End the call and close your Interaction Center Business role. Select Save to save your Service Process and choose End in the top of the screen. Close the browser window to end your task as an Interaction Center agent.



© SAP AG 2008

Course Topics – SAP CRM Service

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Service

Installed Bases and Objects

Service Contracts and Service Plans

Service Order Management

Complaints, Returns & In-House Repair


© SAP AG 2008

SAP CRM Service: Objectives

At the end of this unit, you will be able to:Explain the business processes in SAP CRM ServiceDescribe various business objects, elements, and functions in SAP CRM Service


© SAP AG 2008

Case Study: SAP CRM Service



creates order


marketing campaign

Customer calls Interaction Center

77

SAP CRMInteraction

Center

SAP CRMSolution

44Customer makes


SAP CRMWeb Channel

Sales order is replicated in SAP Enterprise and goods are delivered

66SAP CRMSales

Service representative creates the service order and assigns service employees

88 SAP CRMService


to customer's problem

SAP CRMMarketing

mySAP CRMField Appl.


the order from the Interaction

After the service employee has carried out the work and confirmed the service order, you, as the billing agent, create a billing document.

As a service representative, you create a service order or receive Center agent.

You then use the resource planner to assign a service employee.

The service order is replicated on the laptop of the assigned service employee.


© SAP AG 2008

Installation Management

Client Server Installation xyz Sold-to Party: 3271Status: Operating

Contact person: Hans BoschAddress: Industry St. 16, Walldorf

Contact person: Paul WinterAddress: Rhein St. 132, Mannheim Application server 02

Hard disk 50GBRAM

Motherboard

Windows NT

Application server 01

Hard disk 40GBRAM

Motherboard

Unix

Identification: HD-98765

Identification: HD-43210

Individual object ...Installation ...Text item ...

Product ...

InstallationProduct components

Text componentsIndividual object

objects installed for your customers (for example,

u can refer to individual

e:

mation about which object is affected and the parts that it

rocesses with the customer, but it also

ipment from SAP ERP f

The upload function ensures that regardless of the system in which a change was made, the data remains consistent in both systems automatically.

Installation Management is used to modeldevices, machines, or software) so that you can offer services for them. It can also be used to manage objects that are used internally.

In business processes, an installation can be addressed as a whole unit or yocomponents (installed base components).

The set of installed objects at the customer’s site can be used, for exampl

• To determine the exact object for which a problem has been reported

• To provide the representative with inforcomprises

• To document changes made to objects

Installation data is not only used for individual service prepresents the basis for additional evaluations such as:

• Activities covered by service contracts or Statistics

Use the download function of the bidirectional replication to transfer equCustomer Service (CS) into SAP Customer Relationship Management (SAP CRM). The pieces oequipment are represented in SAP CRM as objects of an installed base.


© SAP AG 2008

Objects

A unique instance of a product that exists only once

Relationships with:AccountReference ProductStructure of an ObjectCounterWarranties

his means that although there may be similar objects, at least one attribute

jects a company sells or provides services for. A

u

rmation required for specific business processes (such as customer ibes

It is possible to transfer serial numbers from SAP ERP Customer Service to SAP CRM. Data transfer is triggered in SAP CRM and performed by CRM Middleware.

An object is a globally unique tangible or intangible object that a company sells or provides servicesfor. It is often a specific single unit derived from a product. Unlike a product, however, an object canbe uniquely identified. Tdescribing the object is different. This is generally its identification. A car, for example, has its own specific number plate.

Objects constitute unique entities and serve as a central reference for business transactions between a company and another party. They can be obsupplier of electricity, for example, can describe the location to which electricity is delivered usingobjects such as “building” and “apartment”.

Objects are integrated in the product master and provide you with the tools to create the data yorequire on the objects used in your business processes and track their use within these processes. The product master provides a central source from which object-specific data can be retrieved.

Object data includes the infoinquiries, sales orders, service processes, contracts), and other basic data that essentially descrand categorizes the object.


© SAP AG 2008

Service Contracts and Warranty Entitlements

Service Level Agreements

Service profile: 7 x 24Response profile: within 4 hrs

Billing Plan – CRM BillingEUR 100 each month

Price Agreements100% discount on spare parts

CancellationRule-based follow-up

action

DeadlinesValidity start date

Validity end date

Object ListInstallationComponent

Product

CO and BW integration

Service Contract

Product ListServices

Spare Parts

ified time period. The guaranteed services are represented as service products (such as

cts,

tract. A billing request is generated from contract items

fillment deadlines defined in the SLAs

lity analysis in

A service contract quotation can be a preceding document to a service contract.

Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance limits of given parameters, such as within a specmaintenance, hotline), which are defined in the individual contract items. They can be of type Value or Quantity.

Processing service orders relating to the service contract at item level is controlled by Service Level Agreements (SLAs). SLAs are monitored by actions.

Objects that have a service entitlement are contained in the object list. The list can contain produindividual objects, installed bases, or installed base components.

Valid service contracts are checked automatically when service and repair orders are processed.

CRM Billing is used to bill a service conaccording to a billing plan.

Analysis of the adherence to the SLA:

• Determining the level of adherence to the ful

• Overview of delayed and punctual services

• Monitoring the adherence to deadlines for services and data provision for quaservice organizations


© SAP AG 2008

Service Plan

When? What? Where?Service Plan Quotation

OrderActivity

Inspection Inspection

Cyclical PlanningUnique Planning

SmallInspection

LargeInspection

SmallInspection

LargeInspection

Time orCounter

Time orCounter

Service Order Templates

Service Interval Installed Base Object

• e contract. In the service plan, services and follow-up anned

n in the service contract, create a service plan item at item level.

• you to save costs incurred by unforeseen losses, improve your service planning and the transparency of these services, and plan resources such as personnel or material more efficiently.

Definition of a Service Plan:

Functional enhancement to the servictransactions that are to be carried out regularly are entered, and service intervals and pldates are calculated and monitored.

• Using scheduling based on time intervals or counter readings, the service plan creates maintenance call objects such as a service order or a quotation.

• To model a service pla

Usage of a Service Plan:

• You can use a service plan to plan and organize periodic services that should be provided regularly at certain intervals (for example, regular maintenance or providing quotations).

Service plans help


© SAP AG 2008

Service Order Processing

Create a request

77

22 33

55

11

88

66

Convert the quotation into a

service order

Accept quotation

Create and submit a quotation

Perform assignment,

enter confirmation

Schedule and optimize

assignmentsApprove

confirmation,calculate costs

Create billing document customer &

perform analyses44

cts and

uotation for the products and services requested and phone or E-mail.

l

be

The service manager triggers billing for the customer and analyzes the complete service-order processing cycle.

The customer reacts to a marketing campaign and requests a quotation for a range of produservices.

The service representative creates a qcommunicates this to the customer by

The customer accepts the quotation.

The service representative converts the quotation into a service order and releases it.

The resource planner assigns field service tasks to one or more of the field service representatives.

The field service representative carries out the work for the customer and confirms the time, materiaconsumption, and so on.

The service manager checks and approves the confirmation data and decides which costs shouldbilled to the customer.


© SAP AG 2008

Service Order Processing

Service

Service Part

Sales

AccountReference Object

Service Order

Expense

Tool

Service

Service Part

TechnicianReference Object

ServiceConfirmation

Expense

Tool

Service

Service Part

Account/Payer

BillingDocument

Expense

ToolResource Planning

e orders to record the details of a one-off service agreed upon by a service provider xecute, and bill

ce part item,

e, service parts, expenses,

s:

• ations, Complaints (creation of credit/debit g to

CRM Billing can transfer data to Accounts receivable, Contract accounting, Overhead cost controlling, Profitability analysis and Profit center analysis.

You use servicand a service recipient. Service orders contain all the information needed to plan, efor a service.

SAP CRM service orders are not replicated to SAP EPR Customer Service (CS).

If needed, service orders can contain several different types of items (service item; servisales item, expense item and tool item).

Service order items can provide demands for the resource planning application (RPA).

You can use the service confirmation transaction to report working timand tools used while performing a service. A service confirmation can be created as a follow-up transaction with reference to a service order or without any reference.

You can use the billing functions in SAP CRM to perform billing for several business transaction

Service orders, Service contracts, Service confirmmemos), Entitlements, Warranty claims, Billing requests, Sales orders, Deliveries relatinsales orders and Sales contract release orders.


© SAP AG 2008

Resource Planning Application

Service employees and

their availabilities(Resources)

Service Order Items

(Demands)

Assignments

New sceenshot

anning to execute service order-based scheduling or project-based f resources.

• ble, by entering service

ice

ined SLA dates, respond to critical prove resource utilization. Once you assign the required resource to a job, you can

rce using the following channels:

pware.

bile Service is only available for

Service resource planning requires the WFD Server 2.0 add-on.

You use service resource plscheduling with a number o

You can do the following:

Make employees (internal) and service providers (external) availaarrangements as resources for service resource planning. In service arrangements, you define availability, skills, job functions, and service areas, for example.

• Determine and schedule resources: You determine the resources that are most suitable for servorder demands or project role demands, and create corresponding assignments.

You can use service resource planning to comply with determsituations, and imnotify the resou

• Groupware

• Only internal employees can use notification via Grou

• Channels such as telephone, text message, or e-mail

• SAP CRM Mobile Service: Notification using SAP CRM Moservice order-based resource planning.


© SAP AG 2008

SAP CRM Service – Integration into ERP

Service Item

Service Part Item

AccountReference Object

Service OrderPlaned CostsPlanned Revenue CO-Object

Reservation o.Purchase RequisitionPurchase Order

Service ItemService Part Item

Technician/Employee

Service Confirmation

Goods Issue- Plant/storage location - Customer consignment- Technician consignment

Time Sheet(CATS)

Actual Costs

Billing Document

Actual

Reven

ue

Service ItemService Part Item

AccountingDocuments

ntegration

• Optional: Billing integration: SAP CRM service transactions like service orders, service confirmations and service contracts can trigger debit memo requests automatically in SAP ERP.

SAP CRM service orders and follow-up documents are highly integrated with SAP ERP. Icovers:

• Logistics integration: SAP CRM service transaction can trigger material reservations, procurement documents as well as the posting of goods issues in SAP ERP.

• Controlling integration: SAP CRM service transactions can trigger the posting of costs and revenues in SAP ERP.

• Time sheet (CATS) integration: SAP CRM service confirmations can trigger the transfer ofworking hours to Payroll.

• Accounting integration: SCRM Billing documents for example can generate open items inaccounts receivable accounting.


© SAP AG 2008

Service contract item

Service operation item

Confirmation item

Contract-based?

Operation-based?

Flat ratein line with the

price agreementsin the contract

What is being billed? How is it being billed? When is it being billed?

Flat ratein line with service

and priceagreementsin operation

Resource-based in line withservices provided

and priceagreements

in the confirmation

After the sold-to-partyhas placed the order(operation entered)

After the operation hasbeen completed and released

for billing

After the confirmation hasbeen released for

for billing

Release forBilling

SAP CRM Billing for Service

Periodically, in linewith contract requirements

t items

e sales order. It is also possible to create billing documents with reference to in

c

• ocument for transfer to SAP ERP Financials. The data can also be transferred automatically by the system to SAP ERP Financials. The system posts the accounting document in SAP ERP.

Standard CRM Service processes are integrated with CRM Billing functions.

Customer invoices are created in the billing section of SAP CRM. One or more billing due lisare transferred to a billing document. You can also create the billing document with reference to the delivery or to thcontracts. You enter the relevant settings in Customizing. The delivery-related billing is describedthe following.

• You create a billing document in SAP CRM: The item type in SAP CRM has an indicator for billing in SAP CRM.

• You send the invoice to the customer. You can send the invoice to the customer in electroniform or as a printout.

You release the billing d


© SAP AG 2008

Complaint and Return Processing

Complaintitem

Customer-spec.actions

Subitems

SAP ERP

CRM Billing

Task

Returnsitem

Credit/Debit memo requisit.

Spare partdelivery

Customer-spec.actions

Task

Subitems

COMPLAINTS:With or without reference to a product sold or a service providedStandard actions provided: credit memo, debit memo, replacement delivery, returns request

RETURNS:With reference to a product soldReturn item automatically triggers the creationof a returns request in SAP ERP SD

SAP ERP

CRM Billing

Returnsrequisition

Credit/Debit memo requisit.

Spare partdelivery

n turns document. You can provide additional information

u

cts. e relationship between a product and an installation enables you, for example,

m automatically if there is a warranty. The

for

check is supported by a warranty check and the reference to an existing CRM sales order. The unique CRM complaint/returns number, which also exists in SAP ERP, supports the RMA number.

Reference document: You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order, or billing document. You can create a reference to any document that exists in an integrated system - for example, to billing or delivery documents in SAP ERP. The items selected are transferred from the reference document on the basis of certaicopying rules defined in the complaint/refor an existing complaint document by creating a reference to one or more other documents. Yocan also create a reference at item level.

Reference object: In complaints and returns, you can provide additional information about the product or service that is the object of the complaint by referring to objects at header or item level. You can enter a reference to products, installed bases and their components, or individual objeInformation about thto analyze complaints and therefore identify problems relating to the installation in which the product is installed.

Warranty check: An automatic check determines whether there is a warranty for customer-specific objects. The warranty information helps you decide what follow-up measures should be taken. For example, you may want the system to create a returns itewarranty check is based either on specified warranty conditions for the individual object/installationcomponents, or on the delivery date entered manually.

Return Material Authorization (RMA): Every returns operation requires an authorization checkthe return of a product sold, and a unique RMA number for the return delivery. The authorization


© SAP AG 2008

In-House Repair

Sales Order

Repair StepsRepair Steps

Spare PartsSpare Parts

ReturnRequest

Scrapping

Return repairedproduct request

Loan device request

Sub-Items

Repair Steps

SAP ECC

Loan device request

Goods issue

Return item (Inbound)

Return repairedproduct item (Outbound)

Loan device item(Inbound)

Loan device Item (Outbound)

Spare Parts

Resource Planning

Reservation

Repair RequestItem

In-House RepairOrder

Main-Items

ction or a service

You can enter serial numbers for products within the context of complaints, returns, and in-house repair orders. The serial numbers that are entered can be validated.

You create an in-house repair order within complaints processing if a customer wants to send in orbring in a defective product for repair.

You can create in-house repair orders with or without reference to a sales transaprocess. If you want to create a transaction with reference to a preceding transaction, call this transaction up and use the Follow-Up button to create an in-house repair order.


© SAP AG 2008

SAP CRM Service: Summary

You are now able to:Explain the business processes in SAP CRM ServiceDescribe various business objects, elements, and functions in SAP CRM Service


Exercises

Unit: SAP CRM Service Topic: Service Process (from Service Process to Billing)

rcise, you will be able to:

t

Bill the Confirmation in SAP CRM

At the conclusion of this exe

• Change a Service Ticke

• Create a Confirmation

•

A customer has technical problems with his notebooks. Neither a search in the solution database nor the Interact

In the role of a Service Professional open th

ion Center Agent was of any help to the customer. Therefore, a technical service representative must visit the customer to inspect the notebooks.

1-1 e Service Process which the Interaction

al

1-1-3 -1010 as the Reference Object for this Service Process.

-1-4 Set the status of the Service Process to Released. Save your changes.

1-2 m

1-2-1 irmation as follow-up . Therefore

1-2-2 sponsible

1-2-3

________________________________________________________

Center agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally.

1-1-1 Log on to the WebClient User Interface in the role of a Service Profession(SERVICEPRO).

1-1-2 Search for the Service Process that has been created in the Interaction Center.

Enter product HTBranch to the items and enhance the Service Process by the spare parts product R-1120.

1

Confir the services rendered to the customer.

Call the Service Process and create a Service Conftransaction to confirm the delivered services and spare parts useduse transaction type Confirmation out of the list. Transfer all items of the Service Process into the Confirmation.

Check if Lou Windham (business partner ID 400440) is the reExecuting Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee.

Set the status of the Service Confirmation to Completed. Save the Confirmation and note the transaction number.


1-3

1-3-1 ect the

____________________________________________________________

1-3-3 Monitor some detail information (like Referenced Transactions, Transfer to Accounting Status) within the billing document.

Finally bill the Service Confirmation.

As the Service Professional finally bill the Service Confirmation. Selbilling due list for your business partner ##Turner.

1-3-2 Mark your previously created Service Confirmation and choose Individual Billing. Save the billing document and note the transaction number.


olutions

opic: Service Process (from Service Process to Billing)

1-1 e service process which the Interaction

1-1-1 in the role of a Service Professional

1-1-2 earch for the Service Process that has been created in the Interaction

screen enter your Service Process number or

1-1-3 as the for this Service Process. ranch to the items and enhance the Service Process by the spare parts

1-1-4

Within the Processing Data area in the Service Order Details assignment block change the status to Released. Save the changes.

1-2 1-2-1 irmation as follow-up

. Therefore

Unit: SAP CRM Service

T

In the role of a Service Professional open thCenter agent has created before. Beside of the required repair work itself enter a spare part that has to be used additionally.

Log on to the WebClient User Interface (SERVICEPRO). Select the Business Role SERVICEPRO out of the list to access the WebClient User Interface in the role of a Service Professional.

SCenter. Select Service Orders in the Navigation bar. Search for Service Orders.

In the Search: Service Ordersalternatively search for Service Orders by using the Business Partner ID of ##Turner.

Select the button Search. Your previously created Service Process should be displayed.

Enter product HT-1010 Reference ObjectBproduct R-1120. Choose the hyperlink in the column Service Order ID within the result list to branch to the details of this transaction.

Select Edit in the Service Order Details assignment block and maintain Product ID HT-1010 within the Reference Objects block.

Branch to the Items assignment block and choose Edit List to enter the additional spare parts product R-1120 (Quantity 1) beside of the repair work (SRV1_4) that is automatically defaulted by the Service Process.

Set the status of the Service Process to Released. Save your changes.

Confirm the services rendered to the customer.

Call the Service Process and create a Service Conftransaction to confirm the delivered services and spare parts used


use transaction type Confirmation out of the list.

s and select to transfer the items into the Confirmation.

1-2-2

etails ined automatically as the

xecuting Service Employee, go to the input help and search for Windham

1-2-3 Confirmation and note the transaction number.

a in the Service Confirmation Details

1-3 Finally

1-3-1 ervice Professional finally bill the Service Confirmation. Select the

g Due List

Payer ID and choose Search.

1-3-2 r previously created Service Confirmation and choose Individual

se Individual

ave.

1-3-3 r to e billing document.

hoose in the field Payer ID the business partner ID of

##Turner as search criteria. Choose the previously created billing document and analyze the above mentioned data.

Transfer all items of the Service Process into the Confirmation.

Select Create Follow-Up in the header area of the screen and choose transaction type Confirmation.

In the Select Items – Web Page Dialog screen mark both itemChoose

Check if Lou Windham (business partner ID 400440) is the responsible Executing Service Employee for this process. If not change this and maintain Lou Windham as the Executing Service Employee. Branch to the General Data area within the Service Confirmation Dassignment block. If Lou Windham is not determEin the field Last name or enter business partner ID 400440 directly.

Set the status of the Service Confirmation to Completed. Save the

Within the Processing Data areassignment block change the status to Completed. Save the changes.

bill the Service Confirmation.

As the Sbilling due list for your business partner ##Turner. In the Navigation bar select Service Operations. Search for BillinItems.

In the Search: Billing Due List screen search by entering the businesspartner ID of ##Turner in the field In the result list your Service Confirmation should be displayed.

Mark youBilling. Save the billing document and note the transaction number.

Mark the entry with the Service Confirmation and chooBilling.

In the Billing Due List: Individual Billing screen just select Continue.

In the Individual Billing Results screen choose S

Note the Bill.Doc.ID number that has been created.

Monitor some detail information (like Referenced Transactions, TransfeAccounting Status) within th Select Service Operations within the Navigation bar. Search for BillingDocuments and c


© SAP AG 2008

Course Topics – SAP CRM Field Applications

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Field Applications

Mobile Sales

Mobile Service

Mobile Sales for Handhelds


© SAP AG 2008

SAP CRM Field Applications: Objectives

At the end of this unit, you will be able to:

Describe the functions of the various field applications of SAP CRM:

Mobile Sales

Mobile Service


Process a service order using SAP CRM Mobile Service


© SAP AG 2008



creates order

Analyst monitorsvarious key factors

1010


marketing campaign

Case Study: SAP CRM Field Applications

Customer calls Interaction Center

77

SAP CRMInteraction

Center

SAPCRM

Solution

44Customer makes


SAP CRMWeb Channel


66SAPCRMSales

Service representative creates the service order

and assigns a service employee

88 SAP CRMService


to customer's problem

SAP CRMMarketing

SAP CRMField Appl.

mySAP CRMAnalytics


The service employee then completes the repair, and confirms time and material used. Appointments can also be entered to inform the resource planner about the service employee's availability.

The service employee checks the calendar on the laptop and revises customer data and the service order.


© SAP AG 2008

Mobile Clients for Mobile Sales and Mobile Service

Sales and service field personnel:Are professional usersRequire several, highly-developed functionsWork with large volumes of dataRequire easy text input

Wrap up:Up-to-date, but not real-time

Offline option:Network connection not always availableIntegration with back office required

Disconnected foperiodsUser-managed, intelligent

r long

synchronization when necessary

SAP CRM Mobile SalesSAP CRM Mobile Service

sales representatives and service technicians who work in the field to use

ld

by employees in the field must be made available to other employees who interact with the customer. Field applications provide a range of functions and integration capabilities to meet these needs.

Field applications enablemarketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment.

To manage customer relationships successfully, companies that have employees working in the fiemust make sure that their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered


© SAP AG 2008

Mobile Client User Interface

Mobile Client applications from SAP CRM provide:

Quick identification of most important informationOverview and easy access to detailsBackward and Forward pushbuttons for navigating quicklyHyperlinks to related information


© SAP AG 2008

Mobile Sales with SAP CRM: Overview

Activitiesand

Calendars

Contact Person

Campaigns

Products

Reporting, Charts, & Analysis

Sales Transactions Opportunities

Agreements (Partner Product Ranges /

Contracts / Conditions)

Business Partner

TerritoryCommissions

Mgmt.

Time & Travel Management

Account Planning

heir customers and interested parties. It helps to

e Sales: Activity Management allows sales representatives and heir

sing functions that companies can use to configure products, determine

ent gives sales employees a of an

nels. These channels include n also monitor company-

ory Management with Mobile Sales: Territory Management helps companies to maintain task-related, functional organizational structure as a current organizational plan.

Account and Contact Management with Mobile Sales: Account and Contact Management provides companies with a complete overview of tobtain, monitor, and reproduce all critical information such as detailed profiles, full interaction history, and an overview of critical relationships.

Activity Management with Mobilmanagers to allocate resources for daily tasks effectively so that sales professionals can close tsales deals as quickly as possible.

Order and Quotation Management with Mobile Sales: Quotation and Order Management provides sales order procespricing, create proposals, check product availability, acquire and enter orders, manage contracts, andtrack and manage orders.

Opportunity Management with Mobile Sales: Opportunity Managemcomplete view of a sales opportunity by providing complete information about the historyopportunity, milestones, progress, and key decision makers.

Campaign Management with Mobile Sales: Campaign Management allows marketing professionals to design, execute, coordinate, and monitor all marketing initiatives. Organizations can create targeted, personalized campaigns using all communication chandirect sales, call centers, mail, e-mail, Internet, and mobile devices. They cawide profitability at program, product, customer, and partner levels.

Territ


© SAP AG 2008

Mobile Service with SAP CRM: Overview

Activitiesand

Calendars

Contact Person

Service Assignments

Products

Service Documents

Absences and

Attendances

Connection to Resource Planning

IBase Management and Individual Objects

Business Partner

Confirmation of Time, Materials, and Technical Confirmation

Progress Snapshot

Service Contracts Pricing

•

l representation e in service processing. The progress snapshot in

prehensive view of the project status as a whole.

rview of objects and products that are handled under ed SLA information.

• Two-way data exchange (assignments, absences, attendances, tasks) between Resource Planning Tool in CRM Enterprise and Mobile Service provides easy planning capabilities.

Service Order Management with Mobile Service:

Service Order Management allows you to fully process transactions in a closed loop, from entering a service request or identifying requirements for a service, through planning employee resources and materials, to final billing and payment or allocating costs of a warranty or service contract in the back-end system. Service Order Management with Mobile Service also includes service confirmation functions and complete Installed Base Handling. The service confirmation enables users to report time spent and materials used during the service execution process and to enter technical confirmation data. Installed Base management provides a graphicaof products and installations to use as a referencMobile Service provides a com

Service Contract Management:

• The service contract provides an ovecontract. The contract includes defin

Resource Planning & Optimization:


© SAP AG 2008

CRM Server

Administration Console: Site for Mobile Client

Site

Mobile Client

Employee(s)

Subscription

Organization

Site ID

Outbound Queue

Inbound Queue

Subscription

Subscription

Optional

Depending on Project

and Processes

One Site perMobile Client

Monitoringwith SMQ1

Monitoringwith SMQ2

Automatically filleddepending on subscriptions

generated

ers as well as for

lient.

When saving your site definition, a Site ID, an inbound and an outbound queue is created automatically.

You use the Administration Console for the administration of sites and mobile usthe administration and customizing of data distribution.

Within the administration console you have to create one site per mobile c

Depending on the business processes you assign subscriptions to the site.

You can assign employees and organizations to simplify the maintenance.


© SAP AG 2008

Visual DevelopmentEnvironment

Visual modeling reduces manual coding to a minimumChange management and software logisticsModification supportMultilingual and translationcapabilityEffortless generation of Mobile Client ApplicationIntegration with Microsoft Visual Studio .Net

SAP Mobile Application Studio

SAP Mobile Application Studio

Mobile ApplicationRepository

Mobile ClientApplication

D sesign Tool

Generator

f SAP mobile client applications. It allows you to customize mobile client

ur

AR) handles multi-user development cts.

Software logistics, based on the standard R/3 transport system in conjunction with the CRM Middleware, exist for application meta-data as well as for generated runtime files ( upgrades).

The Mobile Application Studio (MAS) is an object-oriented, visual development tool that is tailoredto the architecture oapplications, delivered by SAP, according to your specific business requirements, or develop yoown applications.

Mobile Application Studio (MAS) must be installed on all Mobile Development Workstations (MDWs) where application developers customize, test and generate mobile client applications.

MAS is integrated with Microsoft Visual Studio .NET and provides a set of visual modelling tools to facilitate application development as well as a code generator to generate source code from the application meta-data which is stored in the Mobile Application Repository (MAR).

The MAS together with the Mobile Application Repository (Mand provides proper change management for development obje

Multilanguage translations for labels and captions are handled


© SAP AG 2008


Sales field personnel:Need easy-to-handle and lightweight mobile devicesNeed only limited functionsNeed easy and quick access to a limited range of customer and product dataNeed a simple tool to enter textWork with small and medium data volumes

Wrap up:Up-to-date, but not real-time

Offline option:Network connection not always availableIntegration with back office required

OfflineUser requestsinformation(pull method)

SAP CRM Mobile Sales for Handheld


© SAP AG 2008

Mobile Sales for Handhelds – Functional Overview

Mobile Sales for Handheld enables you to carry out your daily work as a sales representative anywhere at any time using a handheld device in the offline mode. It gives you quick access to current sales-related information.

Functionalities include:Account ManagementSales order managementOpportunity and quotation managementActivity and task managementProduct Information Complaint and Service Order Management

rmation that can be any kind of BP-related master and

Management allows viewing/creating Sales Orders. ATP check requires connectivity to otions can be viewed here. Products can be

roduct list on handheld

a product ID

brought to the handheld do not take into account any pricing conditions (BP d used for calculations of

er surveys associated to

Complaint/ Service Order – can only create and upload to CRM.

Account Management allows viewing/updating/creating Business Partners and Contact relationships. Other Account-related functionalities include:

• Account Factsheets – non-updatable infotransactional data. Configured in CRM.

• BP Order History and Activity History

• Marketing Attributes – view and maintain

Sales Ordercheck whether requested quantities are available. Promadded via:

• Browsing – browse the p

• Searching – text search

• Fast Entry – entry vi

• Bar Code scanning

The product pricesspecific, tax, etc...) Only the CRM master data list price is downloaded anSales Order total.

Opportunity Management – view/create/update. No associated products.

Activity Management - viewing/updating/creating. Execute customindividual activities. Calendar and list views.


© SAP AG 2008

Mobile Sales for Handhelds – Technology

Loca

l web

ser

verBrowser

SAP Mobile Engine

Dat

a co

mpa

rison

JSP(standard

and customdeveloped)

Custom application(Custom add-on)

Custom user

interface

Mobile DeviceMobile Sales for Handhelds

JSP-based mobile-client applications on the handheld for sales representatives Relevant business data replicated on user's handheldTerritory Management

Based on SAP Mobile Engine

Platform pocket PCSynchronization serviceIntroduction using automatic installation process

ales for Handhelds application runs on mobile devices that are supported by the SAP

pending business applications. The SAP Mobile ata on the mobile device is

bile Engine is based on the following open industry standards:

system architecture makes the platform independent of both the mobile devices and the

SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a browser.

The Mobile SMobile Engine. The SAP Mobile Engine is the central platform for SAP Mobile Business applications.

The SAP Mobile Engine is installed locally on a mobile device. It includes a Web server, a databaselayer, and its own business management logic. Field representatives can work offline and do not have to depend on a network connection to run imEngine offers tools for synchronization and data replication so that the dconsistent with the data in the back-end system.

SAP Mo

• Java

• eXtensible Markup Language (XML)

SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model with which mobile applications can be developed.

This opennetwork and supports mobile devices such as Personal Digital Assistants (PDAs), laptops, and Smart Phones.


© SAP AG 2008

SAP CRM Field Applications: Summary

You are now able to:Describe the functions of the various field applications of SAP CRM:

Mobile SalesMobile ServiceMobile Sales for Handhelds and

Fully process a service order using SAP CRM Mobile Service


© SAP AG 2008

Course Topics – SAP CRM Analytics

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Analytics

Overview

Analytical Methods

Analysis Scenarios

Interactive Reporting


© SAP AG 2008

SAP CRM Analytics: Objectives

At the end of this unit, you will be able to:Explain the importance of SAP CRM Analytics in a complete CRM solutionDescribe the available analytical methodsUse various analysis scenariosExplain the functionality of Interactive Reports


© SAP AG 2008

Case Study: SAP CRM Analytics



creates order


1010


marketing campaign


77

SAP CRMInteraction

Center

SAPCRM

Solution

44Customer makes


SAP CRMWeb Channel


6


6SAP CRMSales



88 SAP CRMService


to customer


SAP CRMMarketing


SAP CRMAnalytics

Based on the various Marketing, Sales and Service processes the analyst of your company monitors various key factors by using different analysis scenarios.


© SAP AG 2008

Reporting in SAP CRM

BI Analytics

Interactive Reporting

rs (for campaigns) and analyze this knowledge base to ur operational and strategic decision-making.

ost

• ng initiatives to

ing

rivers behind

this case no separate SAP BI system is required for

reporting. Instead the SAP NetWeaver Stack that comes with SAP CRM itself can be used in order to run CRM reports on the same machine.

The area of CRM Analytics enables you to gather all the relevant data about various key factoexample, customers, sales, services, marketingdeploy important insights derived from it in yo

The CRM Analytics offerings enable you to:

• Monitor, understand, and influence customer behavior and focus limited resources on your mvaluable customers

Analyze information concerning markets, competition and past marketiunderstand how well the marketing campaigns and programs are performing and to influence the success of future marketing initiatives and campaigns during planning

• Understand sales results and plan future sales by comparing plans with actual sales and analyzthe performance

• Gain insights to all important perspectives of service activities performed, the dthem and the financial performance of the service organization

• Understand the performance of each interaction channel to optimize resources

Beside the comprehensive BI Reporting additionally with SAP CRM 2007 the possibility of using Interactive Reports has been introduced. In


© SAP AG 2008

Analysis Scenarios

Analysis scenarios provide predefinedpackages and content containing the necessary

informationfor controlling customer-focused processes.

g and measuring the

t

pect is, however, that CRM Analytics gives your employees the information they need to make the right decisions and provides a consistent and personalized service for your most valued customers.

SAP CRM makes it easy for you to compile and synchronize all relevant data in your customer knowledge base, and provides you with up-to-date reporting tools for monitorinsuccess of your enterprise. The forecasting functions help you discover hidden patterns and use this information to predict risks and opportunities in marketing, sales, and service.

In addition, SAP CRM contains an integrated and flexible planning platform, with which you can seclearly defined goals and coordinate resources to achieve your business objectives. The most important as


© SAP AG 2008

SAP CRM Analytics in Your Personalized Portal

yourpersonalized

portal

well-structuredanalysis features

AnalyticalAreas

HCMAnalytics

SCMAnalytics

CRMAnalytics

FIAnalytics

ExternalData

Access to all necessary information!

ur

• ly comes from business n Warehouse. Example: a credit manager d his or her credit limit.

ager can check

he credit manager finds him or her.

• Example: the credit manager alters the customer's credit limit in the system, automatically generating the appropriate notifications and follow-ups.

The portal combines every type of analysis and every application from all the relevant areas into one role-based view.

You can publish the analysis results in your Enterprise Portal and distribute them easily around yocompany. In this way, employees in different locations have easy access to important information and can execute tasks interactively; They can, for example, enter their planning data on the Web.

Hint: In the first part of the cycle, you must know the main focus areas and the locations that providethe supporting information. This includes the following:

Warnings of acute problems. The information for such warnings generalprocess monitoring in SAP Business Informatioreceives a warning that a customer has exceede

• External or internal messages and documents.

Decisions: During the decision process, detailed analyses are carried out in teamwork.

• The analysis functions examine the data in greater detail. Example: the credit manthe customer's credit history and compare statistics.

• What-if analyses enable you to examine the consequences of different solutions.

• Exchanging information with internal and external experts. Example: tthe sales manager responsible for the customer and gets in contact with

Action: once a decision is made, it can be put into practice immediately.


© SAP AG 2008

Methods – Measuring

Measuring

Determine the performance of all customer contact channels.

Collect all the RELEVANT data

Provide FLEXIBLE reporting options

Discover the ACTUAL profitability and worth of your customers

BI's comprehensive evaluation and navigation options, you can measure the influence of individual

f a report. It has the following characteristics:

down functions

conditions

To summarize: SAP CRM Analytics ensures that the values measured are used closely with the implementation of the business strategy, for instance by creating a Balanced Scorecard.

With SAPyour customer relations on the success of your business, as well as the efficiency of actions.

Here you can see a simple example o

• Clear and understandable layout

• Multifunctional selection and drill

• Exception reports and

• Highly customizable

Take advantage of the flexible reporting options on the Internet or in Microsoft Excel.

Analytic methods help to ascertain key figures, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures.


© SAP AG 2008

Forecasting

Methods – Forecasting

Predict customer behavior and its effects on profit.

Behavior modelingClustering

Association analysis

Decision tree

Scoring (Weighted Score Tables)

Linear and multi-linear regression

Value modelingCustomer Lifetime Value (CLTV)

Early evaluation of campaigns

m to forecast future behavior.

:

d to incorporate this

multi-linear regression, to collect data for predicting behavioral trends

• Forecast the rate of response to simulate the success of your campaign

It is important to recognize behavioral patterns and to use the

You can use the following to determine behavioral patterns

• Clustering, to find out more about a customer segment

• Association analysis, to find out more about cross-selling behavior

• Decision trees, to understand which profiles affect which behavior, aninformation into forecasts

• Scoring, to bring together different aspects for an overall evaluation

• Linear and

You can also

• Forecast the future value of your customers using CLTV analysis


© SAP AG 2008

Methods – Planning

Planning

Examples:• Opportunity planning• Campaign planning• Trade promotion planning

Develop the right success strategyImplement strategy into your planning

Support the planning beyond company boundaries

Include forecasts in your planning

t a ith

a your company. You can use these tools to develop a

ive planning in a self-contained

mpany advantages by:

our employees' goals

s

• Carrying out regular performance checks and using the feedback to alter strategy accordingly

An important prerequisite in customer relationship management is the possibility to implemencombined marketing, sales, and service planning solution, to acquire and develop a relationship wthe right customers, whilst at the same time increasing the profitability of existing customers. Planning and forecasting provides a comprehensive range of tools for all stages of planning forwide variety of business processes acrossplanning model that integrates both global strategic and operatprocess for online and offline scenarios.

Planning and forecasting gives your co

• Formulating transparent strategies

• Communicating strategies throughout your company

• Coordinating business strategies with y

• Linking targets into the annual budget

• Identifying and coordinating strategic initiative

• Executing gap analyses and scenario planning


© SAP AG 2008

Target Group SelectionCampaign Optimization

Methods – Optimizing

OptimizingExample

Enable your employees to make the right decisions.

Offer the right products and services to the right customers at the right time.

Initiate customer-centric actions with CRM Analytics.

Support decisions in real-time

, a

stomer. When

Use analysis results in your business processes and give your employees the opportunity to make informed decisions.

SAP CRM Analytics doesn't only measure results. These results can also be used to optimize business processes. The goal of CRM Analytics is only achieved when employees have access to theinformation they need to make the best possible decisions in their day-to-day work. For examplecall center agent can display all the important customer data on the screen, and the system uses this data to make suggestions (in the form of a "script") on how best to support the cucreating target groups, a campaign manager has easy access to analysis results, such as probabilityof response and customer categories, and can use these to optimize a campaign.


© SAP AG 2008

Scenarios – Customer Analytics

Customer Satisfaction and Loyalty Analysis

Customer Segmentation with Clustering

Churn Management

Customer Lifetime Value Analysis

Customer Churn Analysis

Customer Profitability Analysis

Credit Rating Forecasts in Real-Time

…

omprehensive overview of their customers. actual value of their customers and receive information with which they customers' behavior.

• y

results provide a reliable and accurate ts

•

decision trees, clustering, or ABC classification. These analyses are supported by comprehensive business content (InfoProviders, Queries). As of BW3.3, Web Cockpits will also be available.

Customer Analytics provides businesses with a cCompanies can identify thecan better understand their

Customer Churn Analysis

Customer segmentation allows you to improve your relationship with your customers directly bproviding the best services and products to the most profitable and loyal customer segment. However, you must be able to trust that the segmenting customer profile. To make sure of this, you can use customer churn analysis to check the resuland examine changes in customer behavior over time.

Customer churn analysis lets you check the reliability of segmentation results and follow any changes in segment membership. This solution not only lets you analyze different results from one method applied at two different points in time, it also enables comparison between the results of two different methods of analysis. Customer churn analysis can be carried out using


© SAP AG 2008

Scenarios – Product Analytics

Best-Selling Products

Cross-Selling Analysis

Product Profitability

Product Complaints

…

the customers prefer. It is also important to realize which products are

most profitable. Businesses can use Product Analytics to find out which products are sold together and so increase wallet share.

Today it is vitally important to deliver the right product. Product Analytics can be used to determinewhich products and attributes


© SAP AG 2008

Analysis Scenarios

Marketing Analytics

Sales Analytics

E-Analysis: Website Monitoring

Service Analytics

E-Analysis: Web Analysis

Interaction Center AnalyticsContact Channel and Partner Analysis

Field Service: Offline Reporting

ve are dealt with individually in the units on the key capabilities of marketing, sales, service, e-commerce, channel management, Interaction Center and field applications.

The analysis scenarios abo


© SAP AG 2008

Interactive Reports

view reports

For users different chart types (like line chart, pie chart, bar chart) are offered.

With SAP CRM 2007 Interactive Reports can be used for various objects.

E.g. in the Sales environment Interactive Reports for the objects Activities, Leads and Opportunities can be used.

Users can conduct a search for a report, view a list of saved report searches andgrouped by application area. It is also possible to create new reports.


© SAP AG 2008

Creation of Interactive Reports

e.g. in theSales environ-ment areaslike Activities,Opportunities

Design of rows and columns

Definition ofdefault type of chart (e.g.Bar Chart)

Definition offields and keyfigures for thereport

own Interactive Reports by using a wizard that guides you through the consists of the following steps:

1. l• Interactive Report different

rofessional“ the

3. ort

5. ech type of chart is displayed as default for the new report (e.g. line chart, pie

6. Share Report:

• When the report is published for the selected users, the report will appear in their „Reports“ Home page

It is possible to create yourprocess. This procedure

Se ect Report Area: Dependent on the Business Role you are selecting for the newreport areas are offered for selection (e.g. if you choose Business Role „Sales P

Activities, Leads and Opportunities are offered) report areas • Furthermore the default display (like table or chart) is maintained in this step

2. Select Fields: • Determination which fields and key figures should be displayed Define Filters: • Determination of input parameters and filters for the interactive rep• Input parameters can be set to mandatory

fine Table: 4. De• Tailoring the way the reports results are displayed in the table D fine Chart: • Decision whi

chart, bar chart)

• Assign report to specific employees or organizational units


© SAP AG 2008

SAP CRM Analytics: Summary

You are now able to:Explain the importance of SAP CRM Analytics in a complete CRM solutionDescribe the available analytical methodsUse various analysis scenariosExplain the functionality of Interactive Reports



Exercises

Unit: SAP CRM Analytics Topic: Interactive Reports


Work with Interactive Reports •

As a Sales Professional you are interested in the open activities of your accounts you are responsible for.

Therefore you will use Interactive Reports to analyze the situation.

1-1 ional and

s.

1-1-2 ithin the Report Criteria choose the following selection:

: Beginning of this year

1-1-3 esponsible for the listed activities.

Thus change your layout in the way that the Organizational Unit will be

1-2 s

1-3 ys interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your view as ## Open Activities.

Log on to the WebClient User Interface in the role of a Sales Professbranch to the Reports area.

1-1-1 Select the Interactive Report Accounts with Open Activitie

W

Valid from Valid to: End of this year

How many open activities of your customer ##Turner are displayed? _______________________________________________________

Within the table layout of your result list additionally you would like to identify which Organizational Unit is r

displayed in the columns of the table.

Because you prefer graphical information in the next step change your display so that fir t you will see the table followed by the corresponding chart.

1-2-1 Prepare the system that the table is displayed above the chart.

1-2-2 As a chart you prefer a bar chart. Change your display from column chart to bar chart.

In future you are alwa


1-4 You want to transfer the information on open activities to Excel. Export the results to an Excel pivot table.

1-5 What is the main difference between Interactive Reports and BI Reports?


Solutions

Unit: SAP CRM Analytics

Lbranch to the Reports area.

Topic: Interactive Reports

1-1 og on to the WebClient User Interface in the role of a Sales Professional and

SALESPRO

1-1-1

1-1-2 ithin the Report Criteria choose the following selection:

:

re displayed?

1-1-3 esponsible for the listed activities.

hus change your layout in the way that the Organizational Unit will be

e personalization button in the Display area. In the block of vailable fields mark Organizational Unit and move it to columns. Choose

Apply.

1-2 s

1-2-1

1-2-2 s a chart you prefer a bar chart. Change your display from column chart to

Select Bar Chart in the second drop-down list.

Select out of the list of the Business Roles.

Select the Interactive Report Accounts with Open Activities. In the navigation bar select Reports and choose the report Accounts with Open Activities.

W Valid from Beginning of this year Valid to: End of this year

Enter the listed data and press the button Go.

How many open activities of your customer ##Turner a Note the number of open activities for your customer.

Within the table layout of your result list additionally you would like to identify which Organizational Unit is rTdisplayed in the columns of the table. Go to tha

Because you prefer graphical information in the next step change your display so that fir t you will see the table followed by the corresponding chart.

Prepare the system that the table is displayed above the chart. Go to the drop-down list within the Display area and select Table above Chart.

Abar chart.


1-3 ew as

## Open Activities.

s in the field Save View As und choose button Save.

1-4 tivities to Excel. Export the results to an Excel pivot table.

elect the button Export to Excel Pivot Table.

1-5 tive Reports and BI Reports? For using BI Analytics a separate BI system is needed whereas Interactive Reports can be used without an separate BI system.

In future you are always interested in this kind of information and you want to have the selected display directly when starting your report. Therefore save your vi

Enter ## Open Activitie

You want to transfer the information on open ac

S

What is the main difference between Interac


© SAP AG 2008

Course Topics –SAP CRM Implementation and Operation

Unit:






6. SAP CRM Sales


8. SAP CRM Service





© SAP AG 2008

SAP CRM Implementation & Operation

SAP Solution Manager

Customizing SAP CRM


© SAP AG 2008

SAP CRM Implementation & Operation: Objectives

At the end of this unit, you will be able to:Describe how SAP Solution Manager supports SAP CRM implementation projects and system administrationCustomize a new business transaction in SAP CRM


© SAP AG 2008


66

mySAPCRM

Solution1010Service employeeprovides solution

problem


creates order

Marketing manager creates target group and

marketing campaign





1010

33


77

SAP CRMInteraction

Center

44Customer makes


SAP CRMWeb Channel

66SAP CRMSales



88 SAP CRMService


to customer


SAP CRMMarketing


mySAP CRMAnalytics

SAP CRMImplementation & Operation:


e t, configuration, and testing phase. During the

Your task is to customize a new SAP CRM business transaction according to your company needs. Therefore you use the Implementation Guide (IMG) to configure a transaction type.

As a member of the project team that is going to implement the chosen SAP CRM solution, you usSAP Solution Manager for the blueprinimplementation and after the go-live phase, system administrators use SAP Solution Manager for system monitoring and SAP services.


© SAP AG 2008

Use of the InternetGlobal planningATP

Challenges in Complex System Environments

Global Business Activities

Global Global Business Business ActivitiesActivities

Different locationsDifferent countriesDifferent languagesDifferent time zonesCentral or distributedGlobal planning

HeterogeneousSolutions

HeterogeneousHeterogeneousSolutionsSolutions

Different applicationsDifferent technologiesDifferent vendorsPoint-to-point integrationTailored solutions

T y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e dT y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e d

S u p p l yC h a i n

M a n a g e m e n t

W a r e h o u s eM a n a g e m e n t

S y s t e m s

S A P R / 3

T r a n s p o r tP l a n n i n gS y s t e m

C u s t o m e r S y s t e m

C a r r i e r S y s t e m

S h i p m e n t

C a r r ie rS e l e c t i o n

U p d a t e S h ip m e n t

S t a t u s

P l a n R e p l e n i s h m e n t

C o n f ig u r eV e h i c l eL o a d s

R e p le n i s h m e n t

R e q u e s tt o c h a n g e

S a l e s O r d e ra n y t i m e

A p p o i n t m e n t

R e c e i v eO r d e r

I n v o ic e

1 4 0 d i f f e r e n t i n te r f a c e s

C R M

P r i c i n g C o n d it io n sP r o m o t i o n

C o n d i t i o n s

S a l e s O r d e r

A C S I SB a r c o d e

R e a d e ri n n s m a l l

w a r e h o u s e s

S a l e s O r d e r

C o r e B u s i n e s s P r o c e s s a n d S o l u t i o n L a n d s c a p e

S h i p m e n t

G o o d sI s s u e

D e l i v e r y N o t e

S t o c kT r a n s f e r

O r d e r

R e q u e s t

A c c e p t ?N o / Y e s

S c h e d u le

In t r a n s i t

I n v o i c e

T y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e dT y p i c a l S y s t e m L a n d s c a p e t o b e I m p l e m e n t e d

S u p p l yC h a i n

M a n a g e m e n t

W a r e h o u s eM a n a g e m e n t

S y s t e m s

S A P R / 3

T r a n s p o r tP l a n n i n gS y s t e m

C u s t o m e r S y s t e m

C a r r i e r S y s t e m

S h i p m e n t

C a r r ie rS e l e c t i o n

U p d a t e S h ip m e n t

S t a t u s

P l a n R e p l e n i s h m e n t

C o n f ig u r eV e h i c l eL o a d s

R e p le n i s h m e n t

R e q u e s tt o c h a n g e

S a l e s O r d e ra n y t i m e

A p p o i n t m e n t

R e c e i v eO r d e r

I n v o ic e

1 4 0 d i f f e r e n t i n te r f a c e s

C R M

P r i c i n g C o n d it io n sP r o m o t i o n

C o n d i t i o n s

S a l e s O r d e r

A C S I SB a r c o d e

R e a d e ri n n s m a l l

w a r e h o u s e s

S a l e s O r d e r

C o r e B u s i n e s s P r o c e s s a n d S o l u t i o n L a n d s c a p e

S h i p m e n t

G o o d sI s s u e

D e l i v e r y N o t e

S t o c kT r a n s f e r

O r d e r

R e q u e s t

A c c e p t ?N o / Y e s

S c h e d u le

In t r a n s i t

I n v o i c e

Business ProcessesBusiness Business

ProcessesProcesses

New Technologies

New New TechnologiesTechnologies


© SAP AG 2008


SAP Solution ManagerSAP Solution ManagerSAP Solution Manager

Functional implementationFunctional implementation

Technical implementationTechnical implementation

Transaction ImplementationTransaction Implementation Support DeskSupport Desk

Services for TransactionsServices for Transactions

Solution MonitoringSolution Monitoring

Tools, Content,Procedures, and Servicesto implement and operateyour SAP Business Suite

solution

SAP Solution Manager: A customer platform for implementation and

operation of SAP Business Suite

Implementation Operation

g

production operation. SAP Solution Manager offers central ls and methodology that you can use during when evaluating

enting industry solutions

IMG) or

• to create your own project templates for your

d 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 your own solution support.

SAP Solution Manager supports you throughout the entire process of implementing and operatinSAP solutions. It is a platform that supports the industry-solution life-cycle from the business blueprint, through configuration, toaccess to preconfigured content, tooand implementing your systems.

For implementation, these include:

• Contents predefined by SAP for evaluating and implem

• ASAP procedures for implementing industry solutions

• Tried and true implementation and test tools, for example the Implementation Guide (the Test Workbench

An authoring function that you can use 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 an


© SAP AG 2008

SAP Solution Manager as a Central Platform

DEV

Customer's System Landscape

Message Handling

PRDSolution

Landscape

Solution Monitoring

Service ProcessingProcess-oriented

configuration

QASIntegrated Testing

SCMSCM3.1I3.1I

4.5B4.5B

LegacyLegacy

CRMCRM

CUSCUS 4.6C4.6C SCMSCM3.1I3.1I

4.5B4.5B

LegacyLegacy

CRMCRM

CUSCUS 4.6C4.6C

SCMSCM3.1I3.1I

4.5B4.5B

LegacyLegacy

CRMCRM

CUSCUS 4.6C4.6C

SAP SolutionSAP SolutionManagerManager

f

to-date overview of the whole solution with processes and

• o:

solutions

ons

With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but for a customer’s entire solution.

This infrastructure at the customer’s site offers the following advantages:

• SAP Solution Manager collects data from all connected systems. This allows you to access all othe necessary information in these systems much quicker.

• SAP Solution Manager keeps an up-dependencies

SAP Solution Manager is a tool t

- Implement and test

- Monitor solutions

- Maintain soluti

- Support users

Spend less time on finding errors and information, get quicker and better support


© SAP AG 2008

SAP Solution Manager – Use in Implementation

SAP Solution Manager in ImplementationSAP Solution Manager in Implementation

Configuration

DefineProject

Define BusinessBlueprint

AdaptSynchronization

Authorization

Datatransfer

Usertraining and

documentation

Testing

Projectphase

Roadmaps

Project AdministrationCross-applicationFunction

Project activities

Issue Tracking / Status Monitoring / Reporting

Developments

Definesystem landscape

Focus of the tool support

ProjectPreparation

BusinessBlueprint Realization Go Live

& SupportFinal

Preparation

ution Manager supports you in all phases of the evaluation and implementation. With SAP

o•

about the project deadlines and resources). You set the project

•

ng the Business Blueprint definition, you read the documentation supplied by SAP

•

• r their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP EarlyWatch Alert Reports and Central System Administration tasks.

SAP SolSolution Manager, you can carry out the following activities in an evaluation and implementation pr ject:

Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first use it to define the project by entering administrative data for the project managementprocedure (for example, detailsscope and you define the system landscape that you require to implement 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 that you require to implement your solution. Duriand 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 carry out a consistency check for Customizing of the business processes. Thatis, you check whether the various application components have been changed consistently. Yousynchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. You can analyze the project at any time during its course to gain information about the project status and the progress when testing or configuring. Final Preparation: Go Live & Support: Perform remote SAP services and monito


© SAP AG 2008

Roadmap Details

Graphical entry into and status overview of your project

Phase-based approach to functional and technical

implementation and continuous activities

Links to accelerators for the project phase

implementation

You can download the project structure or a roadmap into MS Project to plan your project using the data in the project structure or roadmap.

Roadmaps are part of SAP Solution Manager. They contain the standard SAPmethodology and cover the most important aspects and phases of a SAP implementation. The Roadmaps provide links to accelerators and tools that perform project tasks.


© SAP AG 2008

CRM Content Supports Implementation

Component Views

Guides to Configuration

CRM Solution Manager Content

reduce costs, increase revenue, and of sales, service,

CRM Business Content is delivered exclusively with SAP Solution Manager. You can download updated content regularly from SAP Service Marketplace.

SAP CRM Business Scenarios are designed to help customersincrease customer satisfaction. They support nested business processes in the areas and marketing, and across various communication channels.

The business processes are displayed graphically using SAP Component Views®.


© SAP AG 2008

SAP Solution Manager – Use in Operations

SAP Solution Manager in Operations

SystemMonitoring

Define/ImportSystem Landscape

SAP EarlyWatch

Alert

Service LevelReporting

ServiceDeliveryEnabling

MonitoringBusiness

Processes

SAP Service Marketplace

Issue Tracking

Microsoft NetMeeting

Central SystemAdministration

Best PracticeDocuments

Upgrade

Support Desk / SAP Note Assistant

Define/ImportSystem Processes

Recomm-endedSequenceof Functions

Cross-ApplicationFunctions

ts. You can also set up your own solution support. SAP des an infrastructure for integrating SAP Support Services and ities.

ir status

•

raphic

s

es relating to Software Change Management

•

tion

- Enhanced remote support by SAP

SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems,business processes, and software componenSolution Manager (Operations) proviyour own system administration activ

As a system administrator, you can:

• Perform remote SAP services and track the

Monitor and manage your systems using:

- Real-time alerts displayed in a system g

- Weekly SAP EarlyWatch Alert report

- Central System Administration tasks

• Use best practice documents and servic

Use Integrated Message Handling for:

- Your own internal support organiza


© SAP AG 2008

Service Level Reporting – Workflow Example

Alert Overview

Alert Alert OverviewOverview

Alert DetailsAlert Alert

DetailsDetails

ServiceRecommen

dations

ServiceServiceRecommenRecommen

dationsdations

Link to SAP Service Catalog

Link to SAP Link to SAP Service CatalogService Catalog

Measures and communicates agreed service goals defined in your service level agreements

Triggers reports regularly, for example weekly or monthly

Requires no expert knowledge for configuration

Evaluates Key Performance Indicators (KPIs)

Preconfigures recommendations to be individually tailored

Facilitates forecasting

Service Level Reporting

e esses. For example, you can define alert thresholds for transactions in

data that is regularly r central SAP Solution Manager system.

• larly, for example, once each week. This is a simple process and requires no

• ators (KPIs) and derives recommendations for management

• Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check

Service level reports provide you with a summary of the technical status of the systems in your solution. For example, they provide an overview of the transactions that generate the greatest load. Service level reporting is intended to ensure adequate levels of service for all users in accordance with business priorities and at an acceptable cost. Service level reporting also enables you to managservice levels for business proca specific business process that is carried out across several systems. Service level reports are thenupdated with this information.

When you set up Service level reporting, you define the contents of the reports and the frequency with which they are generated.

Service level reports are generated from the aggregated SAP EarlyWatch Alert sent from the satellite systems in your solution to you

In SAP Solution Manager, Service Level Reporting:

Is triggered reguexpert knowledge since it is aimed at different areas of management (IT and application management).

Evaluates Key Performance Indicfrom them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services.


© SAP AG 2008

Monitoring with EarlyWatch Alert (EWA) & EarlyWatch

SAPSolution Manager

CustomerCustomer

SAP SupportSAP Support

SAPSAP

Customer Contact

3If red rating

automatically forwarded to SAP*

1Send EWA Data

SatelliteSystem

SatelliteSystem

SAPSolutionManager

SAPSolutionManager

Collect DataProcess EWA Data Check red rated EWA

Report

Deliver Services

(for example Early Watch)

45

Implement

recommendations

Check EWA Report

2

Implement

recommendations

Contact customer and create service plan

* Data is also forwarded when the connection is first established, then every four weeks


© SAP AG 2008

System Monitoring

Open task overviewOpen task overviewOpen task overview

System monitoring of core components to detect critical situations as early as possible

Support administrators working with new SAP products

System monitoring and Central System Administration complement each other

Expert monitors directly linked in satellite systemsExpert monitors directly Expert monitors directly linked in satellite systemslinked in satellite systems

Alert GraphicsAlert GraphicsAlert Graphics

System-related tasks with integrated and automated logSystemSystem--related tasks with related tasks with integrated and automated logintegrated and automated log

s for your solution. For

inistration: You set up administrative tasks to manage the software components defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution overview.

System Monitoring enables you to integrate real-time alerts from SAP's Computing Center Management System (CCMS), and to display them in the system graphicsystem monitoring, software agents collect data that can be used to trigger alerts. The monitoring you configure here will form the basis for Business Process Monitoring.

Central System Adm


© SAP AG 2008

Business Process and Interface Monitoring

Alert GraphicsAlert GraphicsAlert Graphics

Alerts overview of business process stepAlerts overview of business Alerts overview of business process stepprocess step

Expert monitors directly linked in satellite systems

Expert monitors Expert monitors directly linked in directly linked in satellite systemssatellite systems

Detailed procedures for error handling and problem resolution

Precise definition of contact persons and escalation paths

Close integration of the customer’s support organization

Monitoring session with detailed information in the step related check

Monitoring session with detailed Monitoring session with detailed information in the step related information in the step related checkcheck

e. The

s additional alerts based on downloads system graphics for your solution.

ist log, and so on)

een software components

rastructure and components that are required to run the business processes

tion

• Close integration of the customer’s support organization

Business process monitoring should detect potentially critical situations as early as possiblsupport organization for your solution should also be able to react to problems as quickly as possible. To this end, Business Process Monitoring integrates real-time alerts from SAP's Computing Center Management System (CCMS) as well afrom the remote systems. These alerts are displayed on the

Business Process Monitoring includes the observation of:

• Business application logs (for example application log, workl

• Data transfer using interfaces betw

• Program scheduling management

• Technical inf

• Key figures

• Execution of required periodic monitoring tasks

Business Process Monitoring is not only a tool, it comprises:

• Detailed procedures for error handling and problem resolu

• Precise definition of contact persons and escalation paths


© SAP AG 2008

Working with Support Desk – Support Process

SAP SupportSAP SupportSAP Support

SAP System

CustomerCustomerCustomer

SAP ServiceMarketplaceSAP ServiceSAP ServiceMarketplaceMarketplace

SAPSAPSAP

SAPSolution Manager

1Creates Message

Provides Solution Search for Solution

or

3Forward Message

Provides Solution

4Provides Solution

2Search for SolutionEnd

UserEnd End UserUser

SolutionSupportSolutionSolutionSupportSupport

Customer'sSolution Database

SAP Notes DatabaseService ProductsBest Practices DB

solution, and processing

In addition, searching for and implementing SAP Notes is facilitated by SAP Service Marketplace and SAP Note Assistant.

The SAP support desk provides:

• Problem monitoring, re

• Escalation procedures

• Interface with SAP and partners for message exchange

It contains an implementation methodology for the operation of your help desk, and allows forsuccessful capacity planning and service level reporting.

An integrated customer solution database facilitates gathering, storing, and reusing customer-specific knowledge.


© SAP AG 2008


Summary: SAP Solution Manager

CRM

ERPSCM

SAP Solution ManagerRuns on SAP Basis technologyCan be used for all SAP technologiesIntegrates non-SAP productsCentralizes:

Procedural descriptionsDocumentationTestingConfiguration and CustomizingProcessing informationMonitoringService delivery and executionLandscape definition

Is free of charge


© SAP AG 2008

Customizing SAP CRM

66


problem


creates order

Marketing manager creates target group and

marketing campaign





1010

33


77

SAP CRMInteraction

Center

44Customer makes


SAP CRMWeb Channel

66SAP CRMSales



88 SAP CRMService


to customer


SAP CRMMarketing


mySAP CRMAnalytics

SAP CRMImplementation & Operation:

Customizing SAP CRM

eet your

Additionally, you will learn about the enhancement of the application of customer-specific programming using Business Add Ins (BAdIs).

You will now use the Implementation Guide (IMG) to configure the SAP CRM system to mown requirements.


© SAP AG 2008

Application and Customizing

Application View Customizing View

es

to

ent hierarchy and lists all the documentation

By using SAP Solution Manager within the implementation phase, customers have direct integration with the required Customizing settings for the selected business scenario.

There are two sides to a CRM system:

• Application: A normal user calls transactions to carry out daily work (for example, creating salorders or accepting complaints as an Interaction Center Agent).

• Customizing: Using the Implementation Guide (IMG), you can configure the CRM systemspecifically map the business process to your needs.

The Implementation Guide (IMG) explains the steps in the implementation process, the SAP standard (factory) Customizing settings, and the system configuration activities. The hierarchicalstructure of the IMG is based on the application componthat is relevant to implementing the SAP system. The main section describes IMG Customizing activities, where the relevant system settings are made.


© SAP AG 2008

Example: Creating a new Transaction Type

1. Create a new transaction type.

2. Make specific settings for your new transaction type.

3. Maintain item category determination.

4. Maintain copy control for transaction types.

5. Test your new transaction type.

izing example given above will be described in further detail on the following slides. It n idea of how a CRM system can be configured. Several Customizing activities are

ic business requirements.

ents. This should be carried out in a typical business scenario, such as creating an opportunity that may result in a sales order.

The Customgives you aavailable.

Example: Your company uses opportunity management. However, the standard opportunity transaction typesdo not fully meet your specifTherefore, you define a new opportunity transaction type and set the relevant parameters to match your business requirem


© SAP AG 2008

Example: Step 1






Create a new transaction type or

Copy an existing entry

ements for the business scenario in question.

ters in a second

a

enu → Architecture and Technology → Configuration → Customizing → SAP

Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

The first step in the example is to create a new transaction type for the opportunity, which fulfills therequirUsually, this is done by copying an existing entry and changing the relevant paramestep:

Check the standard Customizing for an appropriate entry nd, if available, copy it.

Menu path: SAP Easy Access M


© SAP AG 2008

Example: Step 2






Assign appropriate profiles, procedures and so on, to your transaction type ZPSM

part of creating a new opportunity transaction type is to change the necessary

enu → Architecture and Technology → Configuration → Customizing → SAP

Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Transaction Types

An importantparameters to meet your specific needs and requirements.

Menu path: SAP Easy Access M


© SAP AG 2008

Example: Step 3


2. Make specific settings for ynew transaction

our type.




When you enter a product, the item category is determined. Therefore, it has to be maintained in Customizing.

Transaction Type+

Item Category Group+

Item Category Usage+

Main Item Category= Item Category

(Default)

n. f transaction type and the kind of product used, a special item category will

s item category manages further processing. Therefore, you must maintain item

hitecture and Technology → Configuration → Customizing → SAP

Reference-IMG → Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination

Simply creating a new transaction type is not sufficient to proceed further within the applicatioDepending on the kind obe found. Thicategory determination.

Menu path: SAP Easy Access Menu → Arc


© SAP AG 2008

Example: Step 4






Maintain copy control at header and item level so that you can create follow-up documents

Opportunity → Quotation Opportunity Item → Quotation item

y control at header and item level so that you can create follow-up documents such as

echnology → Configuration → Customizing → SAP

ement → Transactions → Basic Settings →

Define Copying Control for Transaction Types Define Copying Control for Item Categories

Maintain copquotations or orders resulting from an opportunity.

Menu path: SAP Easy Access Menu → Architecture and TReference-IMG → Customer Relationship ManagCopying Control for Business Transactions:


© SAP AG 2008

Example: Step 5

You may now create a “Trade Fair Opportunity” (transaction type ZPSM) within the application

New Transaction Type

Copy Control

Item Category Determination

1. Create a new transaction type

2. Make specific settings for your new transaction type

3. Maintain item category determination

4. Maintain copy control for transaction types

5. Test your new transaction type

ill be to test your newly created opportunity within the application. To do this, select

Access path: E.g. in the role of a Sales Professional: Sales Cycle → Opportunities → Create

The last step wyour created transaction type.


© SAP AG 2008

Business Add-Ins

Customizing View might be insufficient

Customer-specific programming can be used to extend functionality

This is not a modification of standard SAP source code

d-

siness Add-Ins, customers can insert additional code without modifying the original

→ ABAP Workbench → Utilities →

BAdI Implementations can also be created from the IMG.

If Customizing settings and parameters are not sufficient to meet your requirements, Business AdIns (BAdIs) can be used for further enhancements.

By using Buobject.

Menu path:

• SAP Easy Access Menu → Architecture and Technology → ABAP Workbench → Utilities → Business Add-Ins → Definition (SE18)

• SAP Easy Access Menu → Architecture and TechnologyBusiness Add-Ins → Implementation (SE19)


© SAP AG 2008

SAP CRM Implementation & Operation: Summary

You are now able to:Describe how SAP Solution Manager supports SAP CRM implementation projects and system administrationCustomize a new business transaction in SAP CRM



Exercises/Solutions

Unit: Implementation (Customizing) Topic: Create a new transaction type


• Create a new transaction type

• Understand the basic settings for the transaction type

ecially adapted to your trade fair business. You will copy an existing transaction type and use the implementation guide (IMG) to adapt it.

1-1

1-1-1

P Reference IMG and branch to Customer Basic Settings → Define

1-1-2

1-1-4 ansaction Type and the description

1-1-6 se the appropriate button to switch to the details for the transaction type

Details. In the field Action Profile select OPPORTUNITY_SALES_ASSISTANT out of the list of possible entires.

You want to use a new transaction type sp

Create a transaction type for an opportunity that contains an action profile for the sales assistant.

Go to the customizing area by selecting the following path: Architecture and Technology → Configuration → Customizing (transaction code SPRO): Select the button SARelationship Management → Transactions →Transaction Types Search for the existing transaction type OPPT. Choose the button Position…, enter OPPT in the field Transaction Typeand choose ENTER.

1-1-3 Mark the row for OPPT and select the Copy As button.

Enter the abbreviation ZO## as Tr##TradeFair (twice, in the right side of the transaction type and also in the Description field). Press ENTER.

1-1-5 In the Information pop-up window confirm by selecting Continue.

Uand enter the action profile OPPORTUNITY_SALES_ASSISTANT. Mark the row with the new transaction type ZO## and select the button


As the sales assistant proposed other actions for the opportunity phase, youmust specify the sales cycle. Double-click on Assignment of BusinessTransaction Categories within the Dialog Structure on the left hand side, mark the row on t

1-1-7

he right side (Opportunity) and double-click on the area in the Dialog Structure.. Set the Sales Cycle to 2

1-1-8 Save your data.

1-2 i

1-2-1 mizing area branch to

1-2-2 nsaction Type OPPT and the Item

ction Type OPPT with the new transaction type ZO##. elect ENTER.

1-2-4 Save your entries.

1-3

1-3-1 n bar select and choose Create . w transaction type ##TradeFair out of the list and enter the

## t:

losing date: Next week Sales Stage:

1-3-2 e Sales Assistant functionality is available and active (by

1-3-3 ted. Mark the desired row and click on Activate. Choose Back.

tion is

1-3-4 tion as a follow-up document. This is only possible if you have maintained the copy control for business transactions in the customizing area.

Customizing headerNew Customer.

To use the new transaction type, you have to maintain the item category determ nation in the next step.

Within the custo Customer Relationship Management → Transactions → Basic Settings → Define Item Category Determination Search (button Position) for TraCategory Group (Item Cat.Group) NORM. Select Continue. Mark the rowand select the Copy As button.

1-2-3 Replace the TransaS

Test your new transaction type in the application by creating an opportunity of the type ##TradeFair.

Log on to the WebClient User Interface in the role of a Sales Professional (SALESPRO).

In the Navigatio Sales Cycle OpportunitySelect the nefollowing data:

Description: Trade Fair Sales prospec ##Turner C

Identify Opportunity

Note that thchoosing More → Sales Assistant), since an action profile was assigned in step 1-1-6.

On the Sales Assistant screen you can now start an action depending on thephase selecOn the Planned Activities assignment block, the result of the activadisplayed.

Note that it is not yet possible to create a quota


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Section: CRM Basic Data and Customizing

CRM Basic Data and CustomizingCRM Basic Data and Customizing


© SAP AG 2008

CRM Basic Data and Customizing: Section Outline

Units:

1. Account Management

2. Organizational Management

3. Product Master


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Account Management: Overview Diagram

9. Pricing Fundamentals

10. CRM Billing

11. CRM Middleware

12. CRM WebClient UI

Unit1. SAP CRM 2007 – Overview


Appendix


4. Product Master

5. Transaction Processing

6. Activity Management

7. Partner Processing

8. Actions


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Account Management

Overview of Accounts/Business Partner

Account classification & Life Cycle

Data Exchange with the ERP System (ECC; R/3)

Customizing and Extensibility


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Account Management: Unit Objectives

At the end of this unit, you will be able to:Explain the concept of Account Management

Explain the concept of the SAP Business Partner

Describe the relationships between accounts

Describe account classification and the account life cycle

Describe account hierarchies

Explain the data exchange for business partners

Describe possible enhancements


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Your enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the business partner can help you maintain these relationships.

Account Management: Business Scenario


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Business Partners in the Application

Account Contact Employee

Corporate Account

Individual Account

Group Account

Transfer from Human Resources department

(SAP HCM) possible

Account

• ly out entering a business partner number or

Components → SAP anges and Groupings

For example, a registered resale customer in a Web shop or a private account such as a telephone company.

The relevant terms in the "Business Partner" environment of the application are Management, Accounts and Contact .

During account creation, the number assignment is determined by a grouping.

• When creating a business partner, internal number assignment is the default. If you want to use external number assignment instead, choose the relevant grouping and enter the external number.

You can define standard groupings in Customizing. This means that a grouping is automaticalselected when you create a business partner withgrouping (during internal number assignment), or when you enter a partner number but not agrouping (during external number assignment).

Path in Customizing: SAP Implementation Guide →Cross-ApplicationBusiness Partner → Business Partner → Basic Settings → Number R

Individual accounts are used in business-to-consumer (B2C) scenarios.


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Supplier

PatientBusiness Partner

Relationships

Borrower

Organizational unitNeutral

Persons, organizations, groups

Cross-application

Tenant

Customer

Debtor

Contact

Employee

SAP? Business ?Partner

SAP? Business ?Partner

SAP Business Partner

he

e business irror

A business partner relationship forms the business-relevant connection between two business partners.

The SAP Business Partner allows standardized maintenance of business partners across components.

Application-neutral data such as name, address, bank details, and payment cards, is mapped. Tparticular requirements for mapping organizations, groups and persons are taken into consideration.

The business partner model in the CRM system differs from that of the ERP back-end system (customer).

The business partner role (for example, contact, sold-to party or supplier) classifies thpartner according to their business function. The roles that are assigned to a business partner mthe partner's functions and the business transactions in which they may be involved.


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Person

Business Partner Categories

Organization

Group

a business partner as a natural person (for example, a private person), group or business

board.

or an

ation is an umbrella term for mapping every kind of situation in the day-to-day business

l

The business partner category must be defined when creating a new business partner and it cannot be changed later on.

A business partner may be a person, a group of people, or an organization with a certain business interest.

The classification oforganization (legal person or part of a legal person, for example, department) is called thepartner category .

A group specifies a shared living arrangement, a married couple, or an executive

When a group is created, the corresponding partner group type must be entered.

The organization represents units such as a company, a department of a company, a club,association.

In addition to a legal person, parts of a legal person can be mapped as a business partner. Organizactivities. Therefore, a branch or purchasing department, for example, represents just parts of a legaperson.


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Sold-to party

Payer

Competitor

Invoice

Business Partner Roles

ifies the business partner according to business function. The roles

ch

ed from

classification is decided in the data exchange between SAP CRM and SAP ECC. This then determines which form the data is created in SAP ECC after it is transferred from SAP CRM.

The business partner role classthat are assigned to a business partner mirror the partner's functions and the business transactions in which they may be involved.

You can create more than one business partner role for a business partner. General information suas name, address, and bank details, only has to be entered once.

All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.

The classification that should be assigned to a business partner (for data transfer) is determinthe business partner's role. This assignment is not visible in the UI and occurs implicitly. This


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RMG Inc. Smith & Partners

Business partnerNo. 62031

Business partnerNo. 60095

Used for describing relationships between business partners

Attributes describe relationships

Some relationships are time-dependent

SAP Business Partner: Relationships

1st May 1995 – 31st March 2003is shareholder of

80%

a business partner relationship can be given a time limit. So, for d as a

To do this, use the BP relationships task menu which is called in the SAP GUI using transaction BUMR.

A business partner relationship forms a business-relevant connection between two business partners.

To show that two business partners have a particular relationship to one another, we assign them a relationship category.

By entering a start and end date,example, you can get an overview of the periods during which a particular company operateshareholder of an organization.

You can use the Business Data Toolset (BDT) to assign additional relationship categories.


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PersonOrganization

Function

Department

Communication dataGeneral

commercial powers of attorney

Employee responsible

Contact Person Relationship

Business Partner Relationship Category (Example)

Relationship Attributes

has contact person

Is contact person for

n

a one-way relationship category, the relationship extends

e relationship of this

ness partner category in

You can maintain addresses in several parallel versions. This means that you can save addresses in the system that have different international display formats (for example, kanji and Latin letters).

Business partner relationship categories describe the business-relevant relationship betweebusiness partners.

The relationship category describes the properties of a relationship and characterizes it with attributes.

There is a difference between a one-way business partner relationship category and a two-way business partner relationship category. Infrom one partner to another, but not vice versa (for example, "is employee of"). An example of an two-way relationship is "is married to."

With the business partner relationship category, you determine whether only oncategory can be created (for example, "is married to"), or whether several relationships of this category can be created at the same time (for example, "is contact person of").

The business partner relationship categories available depend on the busiquestion. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category).


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Integration of Business Address Services (BAS)Any number of addresses for each business partner

Address usage assigns addresses to the relevant business processes

One address as standard address

Postal address and/or e-mail address

Address-dependent and address-independent communication data

Postal validation against SAP regional structure

Standard interfaces (BAdIs*) for external toolsPostal validation

Error-tolerant search

Check for duplicate entries

Data cleansing

Business Partner: Address Management

rtner. One address for each

o use external software to validate postal data, check for duplicates,

a

• g postal codes, cities and streets, and combinations of these for consistency. During the

• ou create and change a business partner, existing BPs that are phonetically similar are displayed for comparison purposes. This prevents you from creating the same partner more than once.

SAP Business Address Services (BAS) is used for maintaining BP address data.

You can maintain as many addresses as you like for each business pabusiness partner is always flagged as the standard address. You can define address usages by assigning the different addresses to the relevant business processes.

The postal code, the city and the street can be validated by performing a check against the SAPregional structure. You can alsand error-tolerant searches. (For more information, see SAP Note 176559.) The following are ex mples of possible checks:

Checkincheck, missing elements are added. For example, if you enter only the city, the postal code is added.

When y


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Marketing Attributes

OfficeMultimediaInternet

BeginnerAdvancedExpert

TelephoneE-mailFaxText msg

x

x

x

x

Characteristic Values/Attributes

Entry via SAP CRM or Web shop

YesNo

Application area

Level of expertise

Preferred channel

Newsletter

Attribute group: "PC User"

an attribute can be used for marketing purposes by assigning it to a business partner and

eated specifically within CRM Marketing for

y record marketing attributes for business partners visiting Web shops, enabling

the business partner to be assigned to a marketing profile. In Telesales, they can be used to profile telesales agents.

In CRM, then using it (when modeling target groups) to define the selection conditions for business partner profiles.

Attribute sets are used to group together attributes crmarketing purposes. Each attribute set therefore contains the attributes belonging to a business partner that are relevant for the marketing purpose.

Attribute sets are used in applications such as CRM Web Channel and CRM Telesales. In CRM Web channel, the


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Account classification- Structure

Criteria Attributes Values

Attribute ValueSOrg DChanl Division Country

3020

2200

2200

Wholesale

Partner

High tech

Service

1100

US

DE

Role

Rating

Role

Competitor

CustomerWholesale

Prospect

Role

3120 CA Gold

1000 Rating Silver

Wholesale

Wholesale

Role Customer

classification to classify your accounts according to any criteria. This is ding

ta supplements the normal account

The required criteria can be combined in any way. Each classification category can consist of up to five criteria and as many attributes as you wish.

You can use accountparticularly useful for large enterprises who may want to classify different business areas accorto different criteria.

Account classification is available as an assignment block on the Account page and is a search criterion in the search function. The account classification dadata. The roles in this assignment block are different from those in the Roles assignment block and the rating is separate from the overall rating of the account.


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Customizing the Account Classification

Categories

Criterion 1

Criterion 2

Criterion 3

Criterion 4

Criterion 5

Attribute 1

Attribute 2

Attribute 3

Categories

Category --> Attributes

Category --> Criteria

1. Maintain the list with contents

Categories

Criteria

Attributes

2. Make the assignments

Sales organization

Distribution channel

Division

Country

…

Rating

Role

ACCOUNT

ACCOUNT

Rating

Sales organization


Country

3. Maintain values

Define Customer Class

ry.

Customizing path: SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner → Define Account Classification.

SAP provide classification categories for accounts as well as some predefined criteria.

You can assign up to five criteria and any number of attributes to each classification catego

Once a combination of criteria and attributes is assigned to the data it cannot be changed.

It is possible to define your own classification categories. For further information about extending the account classification, see the relevant IMG documentation or SAP Note 1045146.


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Account Life Cycle

Corporate AccountSave Cancel New Show Duplicates More

Account Details

ID: …

Name: …

Life cycle stage:

Freely definablelife cycle stages

Different fields dependingon life cycle stage "Evolution"

stages of a business partner during the life cycle.

the same time.

The account life cycle is delivered as a hidden function and must be activated in the UI configuration tool.

Life cycle stages allow you to retain the differentEach stage represents the specific view at a certain point in time. For example, a business partner may be a prospect before becoming a customer.

A life cycle stage is closely related to a role. A business partner may have several roles attime, but a life cycle stage is the status that the business partner has at a specific point in

An account may be assigned several business partner roles, but just one life cycle stage.


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Effects of the Account Life Cycle

Role A

Role B

Role C

Life cycle status

Account classification

Fields at header level

Assignment block 1

Assignment block 2

Assignment block n

No effectBusiness unit Country Role

ess

s are

q lationship s→ Business Add-Ins.

ields at account

For more information about using the account life cycle, see SAP Note 1097651.

The settings for the account life cycle are in Customizing:

SAP Implementation Guide → Cross-Application Components → SAP Business Partner → BusinPartner → Basic Settings → Business Partner Roles → Define BP Role Exclusion Groups.

You can define views for each life cycle stage. This means that you can specify which fielddisplayed in the header of each phase and which type of fields are involved (editable, read-only or re uired entry fields). These settings are made in Customizing for Customer ReManagement under Master Data → Business Partner → Accounts and Contact

• Use the BAdI: Configuration of Views activity to make field modifications.

• Use the BAdI: Configuration of Assignments activity to add and remove assignment blocks.

• Use the BAdI: Setting of Attribute Defaults activity to assign default values to fheader level.


© SAP AG 2008

Account Life Cycle: Stages and Sequences

Potential

Qualified Contact

Stage 1 Customer

Stage 2 Customer

• -on these settings in Customizing under Cross-

business ycle.

• You define a bridge between the roles and you determine a permitted sequence of life cycle stages. You can therefore prevent a business partner returning to an earlier stage.

Definition of life cycles, stages and sequences

You can specify which start stages are set when a business partner is created and which followlife cycle stages are permitted. You can makeApplication Components followed by Business Partner → Basic Settings→ Business Partner Roles→ Define BP Role Exclusion Groups .

• A business partner role exclusion group specifies which roles cannot be assigned to apartner simultaneously. You must define a role exclusion group for the account life c

• You assign the relevant roles to the exclusion group. These are the life cycle stages.


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Comparison of Account Life Cycle, Roles and Account Classification

NoYesYesInfluences assignment blocks

NoNoYesInfluences header fields

Assignment of several

classification attributes to one account allowed

Assignment of several roles to

one account allowed

Unique account assignmentAccount Assignment

ClassificationRoleLife CycleAttribute

This slide compares some of the characteristics and attributes of the account life cycle, roles and account classification.


© SAP AG 2008

Additional Functions

OpportunityAccount

Account Buying Center

Corporate AccountSave Cancel Show Duplicates

Sales Area Data New From Template

Templates

Fact Sheets

More

Corporate AccountSave Cancel Show Duplicates More

Fact Sheet/PDF Fact Sheet

or the assignment of

plementation Guide → Customer Relationship Management → Master Data→ → Templates

of their influence

or

or

The UI component for the fact sheet is BSP_DLC_FS. Customers can adjust the UI of the fact sheet to meet their requirements.

Templates:In the first step, you define the required mini-template and enter the corresponding data. These mini-templates are independent of the sales area and cannot be used fsales area dependent data. In the second step, you combine the sales area dependent mini-templates(without data) with the sales area independent mini-templates (with data).

IMG path: SAP ImBusiness Partner

Buying Center:

• Identifies the people involved with the business decision and the degree

• Depicts the relationship set of the people involved in the sales process

• Used to enter the descriptive attributes of each person such as their opinion on their solutiontheir personal value selling

• You can create several buying centers for a business partner. These then form the basis fcreating the corresponding data in an opportunity.

• However, a buying center in the opportunity can be saved as an account buying center.


© SAP AG 2008

BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10

BP100BP100

BP90BP90BP80BP80BP70BP70BP60BP60

Account hierarchies are mapped with hierarchy trees in CRM.

For example, purchasing collaboration, chains, and so on.

Accounts are also assigned to the hierarchy nodes.

Account Hierarchies

an process hierarchies from the ERP system by assigning

RM. This

mer hierarchy from the ERP back end:

P CRM.

If this download is active, pricing account hierarchies cannot be created in SAP CRM.

Accounts are assigned to defined hierarchy nodes.

Group hierarchies originally maintained in SAP CRM cannot be transferred to the ERP system.

Customer hierarchies from the ERP system can be loaded into SAP CRM, but the changes that can be made to them there are restricted. You cbusiness partners to the nodes. These business partners are only used in processes in SAP Cdata is not transferred to the ERP system.

There are three prerequisites for transferring a custo

• Initial data transfer: object DNL_CUST_THIT

• The SAP ERP customer hierarchy types must be mapped to the CRM business partner group hierarchy types.

• The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded into SAInitial data transfer: object DNL_BUPA_KNVH.


© SAP AG 2008

Pricing

Conditions and price agreements are assigned to hierarchy nodes.

Conditions and price agreements apply to all accounts that are assigned to the subordinate hierarchy nodes and are dependent on the Customizing settings for pricing.

Reporting Structure

Business partners are grouped together in a hierarchy for statistical and analytical purposes

BP50BP50BP40BP40BP30BP30BP20BP20BP10BP10

BP90BP90BP80BP80BP70BP70BP60BP60

Discount 3%Discount 3%

BP50BP50BP40BP40BP20BP20BP10BP10 BP90BP90BP80BP80BP70BP70BP60BP60

Hierarchy Categories

ing" or "statistics"

t data at each

s from

Hierarchy nodes and the dependent objects can be moved from hierarchy to hierarchy or copied.

You can create account hierarchies in different categories such as the "priccategory.

An account can be assigned several hierarchies from different categories.

The account hierarchy is sales area-independent, including its different hierarchy levels and nodes.

In an account hierarchy of the "pricing" category, you can store sales area-independenhierarchy level.

The account hierarchy allows you to group accounts in a multilevel group hierarchy.

A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well aaccount to hierarchy node.

Hierarchy nodes and the dependent objects can be moved within the hierarchy.


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Transferring BP Master Data into the System

BP Master Datain SAP CRM

InternetSelf-Registration

Interaction CenterWebClient

Initial Download from Legacy System

Download from ERP

BI(Leads) Account

Processing in SAP CRM

External ListManagement

SAP CRM Field Applications

er

• ate or

• ess providers must be deleted from the system when a certain number of contacts is reached or when no positive reaction is elicited from the business partner after a certain period of time.

Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in SAP CRM.

• Internet self-registration: Consumers can use this function in the CRM Web Channel to registthemselves. A business partner is created automatically in the SAP CRM system.

CRM mobile client: A sales representative can use the field application function to crechange business partner data (such as the contact). The data is transferred when the sales representative synchronizes the local data on their laptop with the SAP CRM system.

• SAP CRM Interaction Center: An agent can use the Interaction Center WebClient to create or change account information.

• Processing business partners in SAP CRM: Users can create or change business partners directlyin the SAP CRM system.

• SAP NetWeaver BI (leads): This allows you to import lists into SAP NetWeaver BI which you can then transfer to the CRM system using the Segment Builder.

External list management: When this scenario is used, addresses obtained from addr


© SAP AG 2008

The account group of the customer master defines the following:

The number range

Processes a customer can be used for (partner functions)

Field attributes (for example, required entry fields)

The account group of the The account group of the customer master defines the customer master defines the following:following:

The number rangeThe number range

Processes a customer can be Processes a customer can be used for (partner functions)used for (partner functions)

Field attributes (for example, Field attributes (for example, required entry fields)required entry fields)

GroupingDetermines the number range

Business Partner RoleBusiness contextDetermines the classification implicitly with regards to data distribution

ClassificationDefines which account groups are assigned to a business partner

GroupingGroupingDetermines the number rangeDetermines the number range

Business Partner RoleBusiness Partner RoleBusiness contextBusiness contextDetermines the classification Determines the classification implicitly with regards to data implicitly with regards to data distributiondistribution

ClassificationClassificationDefines which account groups are Defines which account groups are assigned to a business partnerassigned to a business partner

Customer vs. Account/SAP Business Partner

SAP ECC SAP R/3 SAP CRM

M is

in r with

, regardless of their role. However, the necessary data must be maintained beforehand (for example, a business partner can only be used as a sold-to party when pricing data is maintained).

SAP ECC (R/3) and SAP CRM have different data models: the business partner concept in CRmore flexible than the customer master in SAP ECC (R/3). The ERP system and SAP CRM also have different concepts for the number range assignment: the data display and the data usage.

SAP ECC (R/3) and SAP CRM also have two different concepts for the use of business partnersbusiness processes (for example, in an order). In the ERP system you can only use a customethe correct account group (for example, sold-to party). In SAP CRM you can use any business partner for a specific purpose


© SAP AG 2008

Account groupBP RolePartner Role

Classification

Customer 0001Sold-to party

Prospect

Competitor

Consumer

Mapping of Classifications and Account Groups

Sold-to party

Ship-to party

Bill-to party

Payer

ERPCRM

Prospect 0005

Competitor 0006

Consumer 0170

(R/3).

e

You can make system settings so that business partner data (such as customers) have the same numbers in both systems.

Mapping exists between business partners in SAP CRM and ERP customers (in both directions). You can display and configure this mapping using transaction PIDE in the ERP system.

You should create your own account group for the data transfer from SAP CRM to SAP ECC

You cannot define your own classifications. The Classification field is not displayed in thstandard CRM WebClient UI, but it can be shown.

The classification is derived from the role category (each role is assigned a role category).

In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to the Customer classification and the customer is assigned to exactly one account group.


© SAP AG 2008

Enhancement Options

CustomizingSetting up number assignment (grouping)

Forms of address

Identification numbers

UI ConfigurationDeclaring fields as required entry fields

Hiding fields or making hidden fields visible

Enhancements with the Easy Enhancement WorkbenchCreating new customer-specific fields

partner:

eneral UI configuration of the CRM WebClient UI. The main features of this are discussed in the last unit of this course and are described in detail in the course CR580 SAP CRM User Interface.

There are two nodes in Customizing that contain activities which are specific to the business

• SAP Implementation Guide → Cross-Application Components → SAP Business Partner

• SAP Implementation Guide → Customer Relationship Management → Master Data → Business Partner

UI configuration means the g


© SAP AG 2008

Easy Enhancement Workbench (Example)

New fields

New table

lp you to

system you can s order).

ed for the Easy Enhancement Workbench:

BAP Dictionary

ains

or fields

Use transaction NEEWB to call the Easy Enhancement Workbench. Use transaction /nEEWB to call the Easy Enhancement Workbench.

The Easy Enhancement Workbench is a development environment with wizards which headd user-defined fields and tables to some of the standard SAP business objects. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This applies to the whole system; therefore, when you add to the CRMalso make additions to the connected SAP ERP system (for example, during the sale

Some examples of the functions generat

• Additions to the A

• Application table

• Data elements and dom

• Check table f

• Search help

• APIs for reading, changing, deleting


© SAP AG 2008

Account Management: Summary

You are now able to:Explain the concept of Account Management

Explain the concept of the SAP Business Partner

Describe the relationships between accounts

Describe account classification and the account life cycle

Describe account hierarchies

Explain the data exchange for business partners

Describe possible enhancements



Exercises

Unit: Account Management Topic: Account Maintenance


• Maintain accounts in the application

• Explain the concept of business partners in the SAP CRM system

business partner relationships

You also analyze the integration with your ERP system and investigate the data exchange between SAP CRM and SAP ERP.

1-1 f

1-1-1 .

priate fields:

onds to your group number).

You want to maintain business partners and(contacts) for your trade fair business. You familiarize yourself with the basic properties of CRM business partners.

One o your trade fair contacts wants to place an order in a few days. Add a newcorporate account in CRM accordingly.

Create a new corporate account in the sold-to party role. The business partner number/ID is assigned automatically by the system

Enter the following information in the appro

(## corresp

Account Details

Name 1 ##Stockmann

Street/House Number Rue ##

Postal Code 750##

City Paris

Country FR

Language French

Transport Zone Central France

a) Assign the role of Sold-To Party to your account.

b) Maintain the Sales Area Data in the relevant assignment block.

Select the sales area s

IDES CRM Training Company and Final customer ales. Leave the division field blank.


Enter shipping information.

Shipping Own data (checkbox)

Incoterms Free house

Delivery Priority High

Shipping conditions Standard

Enter billing information.

Billing Own data (checkbox)

Customer Pricing Procedure Standard

Currency EUR (Euro)

Terms of Payment Pay immediately wdeduction

/o

Customer Price Group stomers New cu

Price List Type Retail

c) Maintain the Tax Classification Choose country

in the relevant assignment block. France (FR), tax type MWST and tax group FULL.

_________________ [→ Data sheet]

1-1-2 k whether the account has been transferred to the ERP system in the WebClient UI. Use the Identification Numbers assignment block to do this.

Save the account.

_

Chec

:

Administration → Monitoring BP Data Exchange

The SAP GUI has an administration transaction which can also be used to monitor the business partner data exchange

SAP Menu → Master Data → Business Partner →

Optional:Log on to the SAP ERP system and display the customer ##Stockmann.

SAP Menu → Logistics → Sales and Distribution → Master Data →Business Partner →

Customer → Display → Sales and Distribution

(transaction VD03)


1-1-3 Stockmann has informed you that they have an additional address for the

goods receipt. Enter the following additional address in the CRM system.

Address

Street/House Number A Rue ##

Postal Code 750##

City Paris

Country FR

Goods receipt Address Type

Save your data.

1-1-4 ann is

a) Add Michael ##Contact in account maintenance as a Contact.

Your contact in the purchasing department of the customer ##StockmMichael ##Contact.

Title Mr.

First Name Michael

Last Name ct ##Conta

Language French

Function Buyer

Department Purchasing

Save your entries.

You can see the number of the contact if you choose Edit actions ( ) to

b) Has the contact person relationship also been created in the ERP system? Display the customer master.

call the contact details again.

Contact ID _______________ [→ Data sheet]



Exercises

Unit: Account Management Topic: Customizing of Address Types


• Set up a new address type in Customizing and use it in the account application.

rd gn address types

to these addresses. These address types can be used so that different addresses can be determined in the business transactions.

2-1 ddress type to use in the account application. You will ress in

in

2-1-4 Test your settings in the application and add another address to the account. Assign the new address type to this address.

You want to create and use additional addresses as well as the standaaddress for the accounts in the CRM system. You can assi

You want to set up another ause this new address type later on in the course to determine a specific addyour business transactions.

2-1-1 Create the new transaction ZZ## with the description ##Payer in Customizing for address determination.

2-1-2 Create the new address type ZZ## with the short description ##PayerCustomizing for address determination.

2-1-3 In Customizing, assign transaction ZZ## to address type ZZ##.



Exercises

Unit: Account Management Topic: Templates for Sales Areas

ou will be able to:

ni-

At the conclusion of this exercise, y

• Create different mini-templates

• Create a new template for sales area data and assign this a mitemplate

• Create sales area data for an account using the new template

d you often maintain the same sales area data. You therefore decide to create a template which contains the standardized sales area data.

2-2

2-2-1 application

p K (customer) and

2-2-2 application ent.

template ##Sales.

ave the mini-template and do not transport it.

You use a large number of accounts in the CRM system an

You want to create and use a template for the sales area data.

Create the mini-template ##Sales for the Business Partner object and mini-template type Sales, Attributes.

a) Maintain the template description ##Sales attributes.

b) Add a line with the attributes Customer GrouIncompleteness Group HTX1 (first BP group).

Save the mini-template and do not transport it.

Create the mini-template ##Sales for the Business Partner object and mini-template type Sales, Sales Area Assignm

a) Maintain the template description ##Sales, Sales Area.

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-

S

You can skip exercises 2-2-3 to 2-2-6. If you do skip them, your template for the sales area data will consist of “only” sales attributes.

Ideally, a template should consist of sales attributes, shipping attributes and billing attributes. The procedure for creating the different mini-templates is similar. Therefore, you can also skip the following four sub-exercises.

2-2-3 lication

Create the mini-template ##Sales for the Business Partner appobject and mini-template type Shipping, Attributes.


a) Maintain the template description ##Shipping attributes.

(not free), Shipping

2-2-4

.

2-2-5 tion

iption ##Billing attributes.

ing Procedure 1

2-2-6

ales Area.

ini-template and do not transport it.

late for Sales Assign the mini-templates that you have just created to this

2-2-8 Test your settings in the application as create a new account.

In the Sales Area Data assignment block, choose

b) Add a line with the attributes Incoterms UN Condition 02 (standard) and IDES CRM Training Company; Final customer sales; --] Delivery Priority Normal.


Create the mini-template ##Shipping for the Business Partner application object and mini-template type Shipping, Sales Area Assignment.

a) Maintain the template description ##Sales, Sales Area

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Shipping.


Create the mini-template ##Billing for the Business Partner applicaobject and mini-template type Billing, Attributes.

a) Maintain the template descr

b) Add a line with the attributes Customer Pric(Standard), Currency EUR (Euro) and Terms of Payment 0001 (Pay immediately w/o deduction).


Create the mini-template ##Billing for the Business Partner application object and mini-template type Billing, Sales Area Assignment.

a) Maintain the template description ##Billing, S

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Billing.

Save the m

2-2-7 Create the template ##Template with the description ##TempArea Data. template.

New from Template.


Solutions

Topic: Account Maintenance

1-1 f y

1-1-1 in the sold-to party role. The business partner ally by the system.

priate fields:

( your group number).

Unit: Account Management

One o our trade fair contacts wants to place an order in a few days. Add a new corporate account in CRM accordingly.

Create a new corporate accountnumber/ID is assigned automatic

Choose Account Management.

Choose Create → Corporate Account.

Enter the following information in the appro

## corresponds to

Account Details

Name 1 ##Stockmann

Street/House Number Rue ##

Postal Code 750##

City Paris

Country FR

Language French

Central France Transport Zone

Choose ENTER.

a) our account.

Role: Sold-To Party.

Assign the role of Sold-To Party to y

Choose the Roles assignment block.


b) pany and Final

rea Data assignment block.

Maintain the sales area data in the relevant assignment block.

Select the sales area IDES CRM Training Comcustomer sales. Leave the division field blank.

Choose the Sales A

Choose New.

ose: pany; Final customer sales; --]

Enter shipping information.

Sales Org. ID: Use the input help.

In the list of available sales areas, cho[IDES CRM Training Com

Shipping

Incoterms 1 FH (Free house)

Delivery Priority High

Shipping conditions tandard S

Billing

Customer Pricing Procedure Standard

Currency EUR (Euro)

Terms of Payment Pay immediately wdeduction

/o

Customer Price Group stomers New cu

Price List Type Retail

Choose Back.

c Maintain ent block. Choose p FULL.

ax Classification

g the input help)

FULL

__________________ [→ Data sheet]

the Tax Classification in the relevant assignmcountry France (FR), tax type MWST and tax grou

Choose the T assignment block.

Country ID: FR (usin

Tax Type ID: MWST

Tax Group ID:

Save the account.


1-1-2 unt has been transferred to the ERP system in the Use the Identification Numbers assignment block to do this.

t.

mann.

and ERP numbers correspond in the training system.

Check whether the accoWebClient UI.

Choose Home.

Choose Account Managemen

Choose Search → Accounts.

Search for the account you just created called ##Stock

Open the Identification Numbers assignment block.

If the data has been transferred successfully to the connected ERP system, an R/3 Customer Number entry is displayed.

The CRM

Optional:Log on to the SAP ERP system and display the customer ##Stockmann.

→ Logistics → Sales and Distribution → Business SAP Menu → Master Data Partner → Customer ales and Distribution (t→ Display → S ransaction VD03)

<Number of account>

Double-click this line and choose Continue (

Customer:

Choose Customer’s sales areas....

At least one row should be displayed.

).

1-1-3 al address for the goods the CRM system.

Choose the Addresses assignment block and choose

Stockmann has informed you that they have an additionreceipt. Enter the following additional address in

Search for and open your account ##Stockmann.

New.

Address

Street/House Number A Rue ##

Postal Code 750##

City Paris

Country FR

Address Type

Select this address type from the dropdown list.

Goods receipt

Choose B k (ac ).

Choose Save.

1-1-4 nn is

a) as a Contact.

kmann.

Your contact in the purchasing department of the customer ##StockmaMichael ##Contact.

Add Michael ##Contact in account maintenance

Search for and open your account ##Stoc


Choose the Contacts assignment block.

Choose New.

Title Mr.

First Name Michael

Last Name act ##Cont

Language French

Function Buyer

Purchasing Department

Save your entries.

You can see the number of the contact if you choose Edit actions ( ) to call the contact details again.

Contact ID _______________ [→ Data sheet]

Has the contact person relab) tionship also been created in the ERP system?

→ Logistics → Sal aster Data → → Customer Display Sales and Distribution

Choose Continue.

In General Data, the contact that you just created in CRM should be displayed on the Contact Person tab page.

Display the customer master.

Yes, the CRM contact has been created in the ERP system, but it has a different account number.

SAP Menu es and Distribution → M→ →Business Partner

(transaction VD03)Customer: <Number of account>


Solutions

Topic: Customizing of Address Types

2-1 ddress type to use in the account application. You will ress in

2-1-1 e

→ Configuration →

p→ Basic Settings → Address

e Transactions


You want to set up another ause this new address type later on in the course to determine a specific addyour business transactions.

Create the n w transaction ZZ## with the description ##Payer in Customizing for address determination.

SAP Menu → Architecture and Technology Customizing

Choose SAP Reference IMG.

SAP Implementation Guide → Cross Ap lication Components → SAP Business Partner → Business Partner Determination → Defin

Choose Execute ( ).

saction:

##Payer

2-1-2

Basic Settings → Address e Address Types

Choose New Entries.

Business Tran ZZ##

Description:

Choose Save.

Create the new address type ZZ## with the short description ##Payer in Customizing for address determination.

SAP Implementation Guide → Cross Application Components → SAP Business Partner → Business Partner →Determination → Defin

Choose Execute ( ).

tries.

e:

me

ess

Leave blank

2-1-3

ne→ Address

Choose New En

Address Typ ZZ##

Short na ##Payer

Name: ##Payer addr

Several uses:

Choose Save.

In Customizing, assign transaction ZZ## to address type ZZ##.

SAP Implementation Guide → Cross Application Compo nts → SAP Business Partner → Business Partner → Basic Settings Determination → Assign Transaction to Address Type


Choose Execute ( ).

Choose New Entries.

action: ZZ##

2-1-4 Test your settings in the applicati t.

Search for and open your account ##Stockmann.

C ssignment block and choose

Business Trans

Address Type: ZZ##

Choose Save.

on and add another address to the accounAssign the new address type to this address.

New. hoose the Addresses a

Address

Street/House Number B Rue ##

Postal Code # 750#

City Paris

FR Country

Address Type

Choose Back ( ).

Choose Save.


Solutions

Topic: Templates for Sales Areas

2-2

2-2-1 Create


n → → Templates → Maintain Mini-

plate.

ype: LES_ATTR

##Sales

late description ##Sales attributes.


You want to create and use a template for the sales area data.

the mini-template ##Sales for the Business Partner application object and mini-template type Sales, Attributes.

SAP Menu → Architecture and Technology Customizing Choose SAP Reference IMG.

SAP Impleme tation Guide → Customer Relationship Management Master Data → Business Partner Templates

Choose Create Tem

Application Object: BUPA

Mini-Template T CRM_SA

Mini-Template:

Choose ENTER.

a) Maintain the temp

Choose Text ( ).

Template Description: ##Sales Attributes

b) Add a lin tes Customer Group K (customer) and p X1 (first BP group).

(

Choose Continue.

e with the attribuIncompleteness Grou HT

Choose Insert Line ).

s Group: HTX1

t Mini-Template” dialog box is displayed.

2-2-2 Create for the Business Partner application e Sales, Sales Area Assignment.

plate.

ype: LES_SA

Customer Group 3. K

Incompletenes

Choose Save.

Choose No when the “Transpor

Stay in template maintenance.

the mini-template ##Salesobject and mini-template typ

Choose Create Tem


Mini-Template T CRM_SA


Mini-Template: ##Sales

Choose ENTER.


Choose Text ( ).

Template Description: ##Sales, Sales Area

Choose Continue.

organization [IDES CRM Training Company; ign it the mini-template ##Sales.

b) Add a row with the les saFinal customer sales ] and ass; --

Choose Insert Line ( ).

Choose Insert Line ( ) again.

ue.

plate” dialog box is displayed.

2-2-3 Create ##Sales for the Business Partner application late type Shipping, Attributes.

ate.

ct:

pe: CRM_SHIPPING_ATTR

descript s.

Use the input help to assign sales organization IDES CRM Training Company; Final customer sales; --.

Choose Contin

Mini-Template: ##SALES.

Choose Save.

Choose No when the “Transport Mini-Tem

the mini-template object and mini-temp

Choose Create Templ

Application Obje BUPA

Mini-Template Ty

Mini-Template: ##Shipping

Choose ENTER.

a) Maintain the template ion ##Shipping attribute

Choose Text ( ).

Template Description: ##Shipping Attributes

Choose Continue.

utes Incoterms UN (not free), Shipping 02 (standard) and Delivery Priority Normal.

b) Add a line with the rib attCondition

Choose Insert Line ( ).

ition: 02

Incoterms UN

Shipping Cond

Delivery Priority: Normal

Choose Save.

Choose No in the "Transport Mini-Template" dialog box.

Stay in template maintenance.


2-2-4 te ##Shipp tner application emplate type Shipping, Sales Area Assignment.

mplate.

: CRM_SHIPPING_SA

Create the mini-templa ing for the Business Parobject and mini-t

Choose Create Te


Mini-Template ype T

Mini-Template: ##Shipping

Choose ENTER.


Choose Text ( ).

Template Description: ##Shipping, Sales Area

(

Choose Continue.

b) Add a row with the sales organization [IDES CRM Training Company; Final customer sales; --] and assign it the mini-template ##Sales.

Choose Insert Line ).

ne (Choose Insert Li ) again.

help to assign the sales organization IDES CRM Training

ate" dialog box.

2-2-5 te ##Billin application emplate type Billing, Attributes.

mplate.

: CRM_BILLING_ATTR

Use the input Company; Final customer sales; --. Choose Continue.

Mini-Template: ##Shipping.

Choose Save.

Choose No in the "Transport Mini-Templ

Create the mini-templa g for the Business Partnerobject and mini-t

Choose Create Te


Mini-Template ype T

Mini-Template: ##Billing

Choose ENTER.

a) Maintain the template description ##Billing Attributes.

Choose Text ( ).

Template Description ##Billing Attributes

es Customer Pricing Procedure 1 Currency EUR (Euro Terms of Payment 0001 (Pay

uction).

Line (

:

Choose Continue.

b) Add a line with the attribut(Standard), ) and immediately w/o ded

Choose Insert ).

Customer Pricing Procedure 1


Currency: EUR

Terms of Payment: 0001

aintenance.

2-2-6 Create plate ##Billing for the Business Partner application mplate type Billing, Sales Area Assignment.

BUPA

##Billing

Choose Save.

Choose No in the "Transport Mini-Template" dialog box.

Stay in template m

the mini-temobject and mini-te

Choose Create Template.

Application Ob ct: je

Mini-Template Type: CRM_BILLING_SA

Mini-Template:

Choose ENTER.

a) Maintain the template description ##Billing, Sales Area.

Choose Text ( ).

Template Description: ##Billing, Sales Area

n [IDES CRM Training Company; es; --] and assign it the mini-template ##Billing.

ne (

Choose Continue.

b) Add a row with the sales organizatioFinal customer sal

Choose Insert Li ).

Choose Insert Line ( ) again.

Use the input help to assign the sales organization IDES CRM Training Company; Final customer sales; --. Choose Continue.

ort Mini-Template" dialog box.

2-2-7 Template with the description ##Template for Sales Assign the mini-temp have just created to this

on Guide → Customer Relationship Management → Business Partner → Templates → Assign Mini-

emplates

s Area Data

Mini-Template: ##BILLING

Choose Save.

Choose No in the "Transp

Create the template ##Area Data. lates that you template.

SAP Implementati→Master Data

Templates to TChoose w Entries. Ne

Template: ##Template

Description: ##Template for Sale

Choose ENTER.

Choose Save.

Select ( ) the new entry ##Template.


In the dialog structure, double-click Templates → Mini-Templates

CRM_SALES_SA Mini-Template Type:

Choose ntinue (Co ).

Confirm the next dialog box.

Choose New Entries.

##Sales, Sales Area Mini-Template:

Choose Save.

Choose Back ( ) twice.

Select ( ) the n plate. ew entry ##Tem

ructure, double-click Templates → Mini-Templates

CRM_SHIPPING_SA

In the dialog st

Mini-Template Type:

Choose ntinue (Co ).


Choose New Entries.

##Shipping, Sales Area Mini-Template:

Choose Save.

Choose Back ( ) twice.

Select ( ) the n plate. ew entry ##Tem

ructure, double-click Templates → Mini-Templates

CRM_BILLING_SA

ue (

In the dialog st

Mini-Template Type:

Choose Contin ).

hoose Save.

Choose Back (


Choose New Entries.

Mini-Template: ##Billing, Sales Area

C

) twice.

Choose Save.

2-2-8 Test your settings in the application as create a new account.

Create a new corporate account according to the previous solution.

In the Sales Area Data assignment block, choose New from Template.



© SAP AG 2008

Organizational Management: Overview Diagram


10. CRM Billing

11. CRM Middleware





Appendix

4. Product Master




8. Actions


© SAP AG 2008

Organizational Management

Organizational Model

Determination of Organizational Data in Transactions


© SAP AG 2008

Organizational Management: Unit Objectives

At the end of this unit, you will be able to:Explain the use of the organizational model in SAP CRM

Maintain an organizational model

Explain the process of organizational data determination

Describe and define determination rules

Create an organizational data profile


© SAP AG 2008

You are responsible for mapping the organizational structure of your company (marketing, sales and service) in the CRM organizational model.You have to create a new organization model, but you also have to map parts of the organizational structure of the existing SAP ERP system in the CRM system.You set up automatic organizational determination to automate your sales and service processes as much as possible.

Organizational Management: Business Scenario


© SAP AG 2008

What is Organizational Management?

Organizational Management allows you to:

Map your marketing, sales and service structure

Characterize your organizational units by organizational and general attributes

Define rules to determine the responsible organizational unit

nizational structure. Using this n

ructure in a business transaction. It can also be used to determine business partners;

for example, you can find the employee responsible for a certain business transaction (partner determination).

You can use organizational management to set up the company’s orgaflexible tool you can maintain the company structure, including the positions and employees in aapplication, and assign specific attributes to the organizational units.

Organizational management allows the automatic specification of organizational data using the organizational st


© SAP AG 2008

Aim of Organizational Management

An activity (call) is created in an interaction center.

The system uses the postal code of the client's address (for example) to determine the sales office and the sales person responsible for the client automatically.

For example:

Relevant organizational units are determined automatically when a transaction is created

"

telephone

An agent in this office can get in contact with the customer, create a quotation and so on.

In this example, a prospect calls an insurance company and asks, "Can you insure my new house?

The interaction center agent creates an activity and takes down the name, address and number of the prospect.

The system uses the postal code to find the sales office responsible for this customer.


© SAP AG 2008

Sales US West

IDES Inc.

IDES US

Sales US

Org.unit

Org.unit

Marketing US

Org.unit

Org.unit

Sales US East

Org.unit Internet Denver San Diego

Org.unit

Organizational Model: Example

Service US

IDES DE

Sales organization Service organization

Service team US1

Sales Office

Position Sales manager Sales employee

IDES UK

structure in the ERP cture of the CRM system.

d

matically creates an

For example, a new sales office will open on the first of January next year. You can define this sales office and assign it an organizational model today.

You can edit the organizational model using the CRM WebClient UI.

The organizational structure in the CRM system can be different from thesystem. There are no restrictions on the levels that can be used in the stru

You cannot map a matrix structure with the CRM organizational model.

Validity periods can be specified when creating organizational objects and object attributes, anwhen assigning organizational objects and object characteristics.

Organizational units can be created as business partners. The system autoaccount for an organizational unit with the role "Organizational unit."

You can specify validity periods when editing the organizational model.


© SAP AG 2008

Kate Kimbell

Salesmanager

Organizational objects are used for the design of organizationalmanagement when creating an organizational model.

Organizational Objects

Organizational unit:Functional unit of a company

Linwood ?Great Britain

Manchester office

Sales organization

Sales office

Position:Functional task distribution of individual items

Group 1

Position

Holder

e linked to pany.

an organizational plan. Organizational units are functional

and their report structures in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

Organizational objects are used for modeling an organizational plan. They can bhierarchies to form functional relationships in the organizational plan for your com

There are two types of organizational objects: organizational units and positions.

Organizational units form the basis ofunits of a company. Depending on how a company is organized, the organizational units may be departments, groups or project teams.

Positions show the functional task distribution of individual items


© SAP AG 2008

General AttributesFunctions

Functions and Attributes of an Organizational Unit

One or more functions can be assigned to an organizational unit.

Used to define the responsibilities of an organizational unit.

Used to define the type of organizational unit.

Examples:Sales organizationSales officeSales groupService organizationMarketing organization

Examples:CountryDivisionDistribution channelPostal codeTransaction type

Several general attributes can be assigned to an organizational unit

tes to organizational units when creating your organizational hich means you can maintain

ional unit.

You may define additional attributes for your company (table/view T77OMATTR).

If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units.

You can assign certain general attribustructure. General attributes are always related to a specific function, wdifferent attributes for each function.

General attributes define the responsibilities of an organizat

You can assign several attributes to an organizational unit.


© SAP AG 2008

Functions for Sales

Sales organization

Sales office

Sales group

This involves an organizational unit in sales that structures the company according to sales requirements.It is responsible for the success of a sales area.

This location is responsible for sales of products and services in a particular area.

Group of sales employees who are responsible for specific products or services.A sales group has different areas of responsibility in a sales office.

leading organizational unit for sales. You must always define at least rocesses for sales and

Sales offices and sales groups are used to map the internal organization.

The sales organization is the one organizational unit as a sales organization in order to map standard pservice in the CRM system.


© SAP AG 2008

Functions for Service

Service Organization

Service Team

This is the organizational unit in the service area in which services are planned and prepared.The service organization is responsible for the success of a service area.

This is the organizational unit to which service employees are assigned according to tasks and other criteria. It performs service tasks at customer sites (for example, service technician group).

The service team is a service group, which executes the service tasks. It is relevant for resource planning.


© SAP AG 2008

Function for Marketing

Marketing Organization

The marketing organization is a characteristic of the marketing plans and campaigns. You can use it to define how your enterprise structures the responsibilities for the marketing activities.

• ple, you can use the marketing organization to determine the o the

• paign

ll

• ing to distribute key figures over multiple levels. For

• Reporting: You can use the marketing organization for reporting. For example, you can measure the success of a particular organizational unit.

You can use the marketing organization characteristic as follows:

• For authorization checks: You can use the marketing organization in authorization checks, for example, to determine whether a user is authorized to change a particular campaign.

• For automatically entering and checking marketing attributes: The system can use the marketing organization to make standard entries for particular fields in the available marketing planner.

For partner determination: For examsuitable marketing manager for the assigned marketing organization and then to assign this tcampaign (on the partner tab page).

Workflow routing: You can assign a marketing organization to a campaign and then start a workflow based on the attributes of the campaign. For example, you set the status of a camwith a particular product category to "For Approval". The system forwards a workflow item to ausers that are assigned to a marketing organization with this particular product category.

Cost planning: You can use the cost plannexample, you can use the marketing organization to distribute the costs of a campaign over multiple marketing organizational units.


© SAP AG 2008

Organizational Unit: O 50001243 Paris Office

Functions and General Attributes: Example

Scenario: SalesFunction: Sales officeGeneral Attributes: Distribution channel: 10

Country: FRRegion: 75, 91 - 95

Scenario: Service

Function: Service organization

General Attributes: Country: FRRegion: 01 - 99

Scenario: Marketing

Function: Marketing organization

General Attributes: Country: FRProduct Category: Monitors

that is responsible for the following:

nel 10 (final customer sales)

In the marketing scenario, the Paris office is a marketing organization that is responsible for the country France and products in the Monitors category.

The Paris office is responsible for several areas: sales, service and marketing.

In the Sales scenario, the Paris office is a sales office

Distribution chan

Country: France

Region: 75 (Paris), 91-95

In the service scenario, the Paris office is a service organization that is responsible for the countryFrance.


© SAP AG 2008

Organizational Management: Overview

Sales Org.O 50001243

Order

WIZARD

How to define organizational management

Step 1:

Define the organizational structure: (create: Customizing; change: Customizing or master data)

Create organizational units and positions Assign organizational and general attributes

Step 2:

Make the customizing settings for automatic determination of organizational units in transaction documents

Step 3:

Automatic determination in the transaction (performed by the system)

• s.

• When you create a transaction, the system determines the organizational data according to your Customizing settings. You can change or enhance the organizational units manually.

Defining organizational management:

Define your organizational structure. You must create your organizational units, assign theattributes and positions, and determine the holderYou must create a new organizational structure in Customizing. You can change existing organizational structures within the master data.

• Use the wizards to help you make the Customizing settings for automatic organizational data determination.


© SAP AG 2008

Determining the Responsible Organizational Unit (1)

Transaction

Organizational data

Responsible organizational unit

Manual entry

Customizing

Customizing

Automatically via responsibility

Automatically via organizational model

or

or

then

All other organizational units derived from the responsible organizational unit

Sales organization


Service organization

utomatic organizational data determination. There are two ed in the following slides:

• Organizational model determination rules

Users can enter the relevant organizational data for each transaction manually (no automatic determination).

You can define rules in Customizing for adifferent rule types which will be describ

• Responsibility determination rules


Determining the Responsible Organizational Unit (2)

© SAP AG 2008

Evaluated Attributes(fill container)

Country: FRRegion: 75

Container Elements

Country,region

Organizational Model

Potential organizationalunits are searched for

in the organizational model

Search criteriaSales Order

Business partners(for example,M

Transaction Type

Organizational data profile

Determination ?rule. J. Leconte

from Paris,75 France)

The

org.

uni

t fou

nd is

upd

ated

or

ResponsibilitiesDirect specification of the

responsibleorganizational unit

action, the system reads the organizational data le is

re are two types of determination rule for determining the responsible

to determine the organizational data depends on the scenario because an

IMG path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Organizational Data Determination Change Rules and Profiles

To determine the organizational data in a transprofile that was assigned to the transaction type used in Customizing. A determination ruderived from this organizational data profile.

In SAP CRM, theorganizational units: organizational model and responsibilities. These are described in thefollowing slides.

The method used organizational unit in the sales scenario has different attributes from an organizational unit in the service scenario.

The organizational data of the transaction header may be copied at item level. There is no separate organizational data determination at item level.


© SAP AG 2008

Determination Rule - Responsibility: Example

TransactionBusiness partner: Bardot

Organizational data

Responsible OU: Team 1

Sales organization: Sales FR

Distribution channel: 10

Determination rule (organizational data profile)

Responsibility:

1.) A – K Team 1

2.) L – Z Team 2

Container:

Name

Sales FR

Team 1

Organizational model

Function: Sales organization/ distribution channel 10

Sales organization: FR


Team 2 Sales organization: FR

Distribution Ch

1.

3.4.

annel: 10

2.

2. ata s in turn assigned to the current transaction type), results in responsible

s partners with the

4. pped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction.

1. A transaction with business partner Bardot is entered.

In the above example, the Responsibility determination rule that is assigned to the organizational dprofile (which iorganizational unit Team 1. This is because this team is responsible for businesnames A to K.

3. Team 1 is transferred to the transaction as the responsible organizational unit.

Team 1 is ma


© SAP AG 2008

Determination Rule - Organizational Model: Example

TransactionBusiness partner: Bardot

Organizational data

Responsible OU: Team 1

Sales organization: Sales FR


Determination rule (organizational data profile)

Container:

Name

Organizational model

Rule definition:

Search module

1.

2.

Sales FR

Team 1

Function: Sales organization/ distribution channel 10

Sales organization: FR


Name: A – K

Team 2 Sales organization: FR


Name: L – Z

Team 2 Sales organization:


Name: L – Z

3.4.

2. data profile, which in ermination rule then searches the entire matching attributes.

4. pped in the organizational model with the (inherited) characteristics sales organization FR and distribution channel 10. This information is also transferred to the corresponding fields of the transaction.

1. A transaction with Business Partner Bardot is entered.

The organizational model determination rule is assigned to an organizationalturn is assigned to the current transaction type. This detorganizational model for organizational units that have

3. Team 1 is found as the responsible organizational unit.

Team 1 is ma


© SAP AG 2008

Organizational Data Determination: Overview

ApplicationCustomizing

Determination Rule

Organizational Data Profile

Transaction Type

Determination according to the attributes of the organizational units

Organizational model must be defined with attributes

Responsibilities can be assigned directly

Only organizational units, no attributes required

Rule Type: Organizational ModelRule Type: Responsibilities

owing steps:

RGMAN_14) nal

etermination rules and the organizational data profiles in Customizing. In addition, you specify the determination rules and assign the organizational data profile to your transaction type.

Organizational data determination (always at header level) includes the foll

• The system reads the transaction type, for example, standard order TA.

• The system reads the organizational data profile that is assigned to transaction type TA, for example, 0000001 (Sales).

• The system reads the determination rules that are assigned to the organizational data profile.

Several standard determination rules are available. For example, rule 10000144 (Ochecks for maintained sales areas of the business partner and finds corresponding organizatiounits (similar to the ERP organizational data determination in sales transactions).

You define your d


© SAP AG 2008

You can create the organizational model automatically.

A prerequisite for the automatic generation is that no organizational model already exists in the CRM system, because existing organizational models could be overwritten.

The generation program can only be executed once. There is no subsequent delta download.

Automatic Generation of the Organizational Model

Company code

Division


Sales organization 1000

10

01 02 0201

1020

2000

Root node

1000

OU 3OU 2

2000

OU 120/0110/01

10/0210/02

Sales structure in SAP ERP Organizational model in CRM

ales

If you wish to use HCM (formerly HR) and you have maintained the organizational plan there, you can distribute this organizational plan to SAP CRM with Application Link Enabling (ALE).

Customizing path: SAP Implementation Guide Customer Relationship Management Master Data Organizational Management Data Transfer Copy SAP ECC Sales Structure.

The transfer of the ERP sales structure is a copying process that is started using a report. The sstructure currently valid in the ERP system is transferred.

After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the ERP sales structure are not transferred after the report is executed.


© SAP AG 2008

Organizational Management: Unit Summary

You are now able to:

Explain the use of the organizational model in SAP CRM

Maintain an organizational model

Explain the process of organizational data determination

Describe and define determination rules

Create an organizational data profile



Exercises

Unit: Organizational Management

Creating an Organizational Model anTopic: d Setting Up Organizational Data Determination

• rganizational unit and


Outline an organizational structure using the oposition objects

• Assign the attributes of an organizational unit

• Create a determination rule and an organizational data profile, which are used for automatic organizational data determination

the mapping of sales structures in your ERP system and

maintain the attributes that describe the responsibilities of your new department.

1-1

for ou want to add the new department to the existing

1-1-2 ate a new organizational unit.

1-1-3

______________

1-1-4

1-1-5 Your

eck whether there are other attributes that describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit.

You are expanding your business by adding another department. Youwant to check

You want to set up a new trade fair department, which will visit trade fairs andother events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsiblecontacts made at trade fairs. Yorganizational model for your business and use attributes to describe the department's responsibilities.

1-1-1 Search for the organizational structure of your company, IDES CRM Training Company.

On the level directly below the top node, creEnter ##TradeFair as the ID and ## Trade Fair Dept. as the description. The maintenance of an address is optional.

To which sales organization/service organization is your new organizational unit ## Trade Fair Dept. assigned?

_______________________________________

Can you change this assignment? Explain why.

______________________________________________________

## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##.

Before you enter this information, ch


If wri n: there are, te them dow

Scenario Attribute Value Value to

Where do these attributes come from?

1-1-6 d be included during the organizational onding entry.

of the organizational unit ___________ [→ data sheet]

1-2 s

1-2-2 gn an employee that has already been created in the CRM system to this CRM-

1-3 to

1-3-1 MG

ether there is te. Use

## as the code for the new determination rule and ## as a description (object name).

_____________________________

Add the attribute Post Code (scenario Sales) with the value 750##.

Your new organizational unit shouldata determination. Make a corresp

Save the new organizational unit.

ID

You want to add a position to your new organizational unit. You also want to fill this po ition with an employee that you created yourself.

1-2-1 Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##.

Assinew position. When searching for the employee, enter the user name##.

______________________________________________________

Define a new determination rule in system Customizing. This is required later on determine a suitable responsible organizational unit in business transactions.

You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the Idocumentation for Maintain Determination Rules to check wha suitable determination rule that you can use as a templaORGATTRDetermination Rule

U

se $TMP as the development class (package).

1-3-2 Delete ination the Region attribute from the container and save the determrule.

______________ [→ Data sheet]


1-3-3 Simulate organizational data determination for postal code 750## and stem find as

1-4

with the description Organizational Data Profile ##.

1-4-2 Choose

1-4-3 Use the determina

1-4-4 Set the Sales Orga

country FR (France). Which organizational units does the syresponsible organizational units?

Organizational data profile maintenance

1-4-1 Create the new organizational data profile ZORGPROF##

the Sales scenario.

tion rule you created earlier.

nization and Distribution Channel indicators.

ns

ined.

Using this organizational data profile in business transactiowill lead to error messages if the Sales Organization and/or Distribution Channel fields cannot be determ

The organizational data profile created by you will not be required until the exercises in the Transaction Processing unit. You then allocate it a separate transaction type (which you create yourself).



Solutions

Topic: d Setting Up

Organizational Data Determination

1-1

for ou want to add the new department to the existing

1-1-1 l structure of your company, IDES CRM

earch → Organizationa

n: Training Company

<Today>

1-1-2 ate a new organizational unit. Enter ##TradeFair as the ID and ## Trade Fair Dept. as the description.

ptional.

Unit: Organizational Management

Creating an Organizational Model an

You want to set up a new trade fair department, which will visit trade fairs andother events to tell interested parties about the computers and hardware products that your company sells. It will also be the organizational unit responsiblecontacts made at trade fairs. Yorganizational model for your business and use attributes to describe the department's responsibilities.

Search for the organizationaTraining Company. Choose Sales Operations.

Choose S l Model.

Find by: Organizational Unit

Descriptio IDES CRM

Valid on:

Choose Search.

When the search results are displayed, use the hyperlink to navigate to the details of the organizational unit that was found.

At the level directly below the top node, cre

The main nance of an address is ote

Choose Or ganizational Unit.

1-1-3 onal

nment rvice organization IDES

1-1-4 You cannot change this assignment because it is an attribute passed down from a higher organizational unit.

Descrip ## Trade fair tion: dept. Code: ##TradeFair To which sales organization/service organization is your new organizatiunit assigned? In the Belongs To area of the Organizational Unit Details assigblock, you see that the sales organization and seCRM Training Company is assigned to the new department. Can you change this assignment? Explain why.


1-1-5

tributes

e are, write them down:

C Attr nment block.

Your ## Trade Fair Dept. is responsible for all trade fair contacts with business partners who have the postal code 750##. Before you enter this information, check whether there are other atthat describe the responsibilities of ## Trade Fair Dept. which are already assigned to the organizational unit. If ther

hoose the ibutes assigScenario Attribute Value Value to

Sales Distribution Channel

10

Sales Ref. currency EUR

Sales Country FR

Service Postal Code 0 5099 7500 7

Service ountry R C F

Where do these attributes come from? There attributes were passed down from the IDES Training Company

1-1-6

zation Unit Details assignment block (area Allow Org. Unit ed), set the Sales indicator.

1-2 s

1-2-1

In the zational Unit assignment block, select the new ## Trade Fair a nit so that the following position is created under this.

organizational root. You can add the Inherited indicator using the personalization options. Add the attribute Post Code (scenario Sales) with the value 750##. Choose Edit List. In the value field for the Sales scenario and Post Code attribute, enter the value 750## . Your new organizational unit should be included during the organizational data determination. Make a corresponding entry. In the Organito be DeterminChoose Save.

You want to add a position to your new organizational unit. You also want to fill this po ition with an employee that you created yourself.

Create the position ##Manager under ## Trade Fair Dept. and enter the description Head of Trade Fair Dept. ##.

OrganiDept. org nizational u

Choose Position.

rade Fair Dept.

1-2-2 gn an employee that has already been created in the CRM system to this new position. When searching for the employee, enter the user name CRM-

Descrip ## Head of Ttion: Code: ##Manager Head of org. unit: Set Assi

##.

Choose Employee. Search criterion: User Name CRM-##.


Choose Select table row ( ) in the results list to transfer the relevant

1-3 o

1-3-1 MG

te. Use rule and


→ Maintain Determination

employee.

Define a new determination rule in system Customizing. This is required later on tdetermine a suitable responsible organizational unit in business transactions.

You want to create an organizational model determination rule that uses the organizational attributes Postal Code and Country. Use the Idocumentation for Maintain Determination Rules to check whether there is a suitable determination rule that you can use as a templaORGATTR## as the object abbreviation for the new determinationDetermination Rule ## as a description (object name). SAP Menu → Architecture and Technology Customizing

Choose SAP Reference IMG.

SAP Reference IMG → Customer Relationship Management→ Master Data → Organizational Management → Organizational Data Determination → Change Rules and Profiles Rules

Choose IMG activity documentation ( ). The determination rule 10000164 (ORGMAN_7) corresponds roughly to the requirements.

Close the documentation and execute the IMG activity ( ).

Enter the number 10000164 in the rule field and choose Copy ( ). Enter ORGATTR## as the object abbreviation for the new determination

ion Rule ## as the description (object name).

Choose Copy (

rule and Determ atin

).

Use $TMP as the development class (package).

1-3-2

n b page, right-click and choose Delete to delete the entry.

ied determination rule and write

1-3-3 mination for postal code 750## and

ulate rule resolution and enter the attributes Postal Code 750## and Country FR. The organizational unit ## Trade Fair Dept. should be displayed.

Delete the Region attribute from the container and save the determination rule. Open the new determination rule in change mode. Select the entry Regioon the Container taConfirm the dialog box, save the modifdown the number. _________________ [→ Data sheet] Simulate organizational data detercountry FR (France). Which organizational units does the system find as responsible organizational units? Choose Sim


1-4

1-4-1

za→ Maintain Organizational

1-4-3 n the

1-4-4 dicators. tion Channel.

Save the organizational data profile.

Organizational data profile maintenance Create the new organizational data profile ZORGPROF## with the description Organizational Data Profile ##. SAP Reference IMG → Customer Relationship Management→ Master Data → Organi tional Management → Organizational Data Determination → Change Rules and Profiles Data Profile Choose New Entries and enter the data. Choose the sales scenario. 1-4-2 Choose Sales from the list of scenarios. Use the determination rule you created earlier. Enter the number of the determination rule that you just created iOrganizational Model Determin. Rule field. Set the Sales Organization and Distribution Channel inSelect Sales Organization and Distribu


© SAP AG 2008

Product Master: Overview Diagram


10. CRM Billing

11. CRM Middleware





4. Product Master

Appendix




8. Actions


© SAP AG 2008

Product Master

Basic Features of the Product Master

Maintaining Products

Set Types, Attributes, Categories and Hierarchies

Exchanging Product Data


© SAP AG 2008

Product Master: Unit Objectives

At the end of this unit, you will be able to:

Explain the concept of the CRM product master

Maintain products and enhance them using set types and attributes

Explain product hierarchies and categories

Explain the principles of the integration between the ERP and SAP CRM systems


© SAP AG 2008

Your company wants to open new distribution channels and to conduct the sale of its products with the CRM system.The ERP system already contains product data in the form of material masters. You therefore want to use and integrate some of this data. You also want to add to this data according to the CRM product master concept.In the future, your company wants to map service processes in CRM. You will therefore research which products you can use for this.

CRM Product Master: Business Scenario


© SAP AG 2008

Materials

CRM Product Master

Product Types

Warranties

Services

Financing

WN

IP

es IP and

• s, some of which cannot be processed in the CRM system (for example, accounting data). It is usually only general/basic data and sales-specific data that can be transferred to the CRM system.

The CRM system recognizes up to six different product types. As well as product typFinancing, there is the additional industry-specific product type Financial Service.

The number of product types is predefined and cannot be increased in Customizing.

The term Product is usually used instead of Material in the CRM WebClient UI application.

ERP material master data can be transferred to the CRM system (see the other slides in this unit).

An ERP material master comprises various data and view


© SAP AG 2008

Examples of Products

2 years

8.00 12.00 18.00 8.00 12.00 18.00 Time

Notebook "HT-1010"(product/material)

Repair "SRV1_4"(service)

Premium support "SER_023"(service/contract product)

Customer warranty"WP_001"(master warranty)

s

n

• t was created in the CRM system. It can be assigned installation components (for example, installation component 3305) and (individual) objects. Warranties are used in service processes.

The slide shows some of the products that might exist in standard CRM IDES systems and training sy tems.

• Product/material HT-1010: This is a material that is loaded from the ERP system. It is salable andkept in stock.

• Service SRV1_4: This is a service that was created in the CRM system. It can be used in service orders, for example.

• Service SER_022: This is a service that was created in the CRM system. It contains informatiothat is relevant for service contract processing.

Warranty WP_001: This is a (master) warranty tha


© SAP AG 2008

Relationships or dependencies between products can be modeled

New

Change

Maintaining Products

Display

Copy as...

aster data of a connected ERP system is transferred to the CRM system, only limited

SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Business Add-Ins → BAdI: Allow Changes to Product Data

Product maintenance in the CRM system takes place in the CRM WebClient UI. The user role determines which product types can be maintained.

If the material mchanges can be made to the corresponding products. Exceptions to this rule can be specified in Customizing:


© SAP AG 2008

Accessories

Customer material number

Relationship

Relationships

Product ?

HT-1010

HT-1010 MS-1010 (BP 3271)

R-1160

HT-1010 ServiceSRV1_4

ship can be used in the context of product proposals (CRM marketing). tomers who order products on the Internet and employees in

ed)

an be assigned)

rder processing)

n made

cific relationship types can be defined with the Easy Enhancement Workbench. Some extra steps then make these visible in the CRM WebClient UI. See SAP Note 1139562 for more information.

The Accessories relationProduct proposals can be made for custhe Interaction Center.

Selection of other relationship types:

Customers (here, for example, a customer material number can be assign

Vendors (here, for example, a vendor material number c

Components (a structured product is mapped with this)

Services (default products for the service order processing)

Spare parts (default products for the service o

Warranties (used in the product registration)

The relationship Customer/distribution chain (Middleware adapter object CUST_MAT_INFO) is used to download the ERP customer material number to SAP CRM.

In order to maintain relationships in the product master, explicit assignments must have beefor them in category processing (see the following slides).

A separate assignment block is displayed for each relationship in the CRM WebClient UI.

Customer-spe


© SAP AG 2008

Competitor Products

Competitor Products

Product master is leaner

Maintenance of competitor products

Relationships

Integration in business processes

Competitor Product

HT-1010HT-1010

C-0100C-0100

Compet. IncCompet. Inc

Own product

Competitor product

Competitor

that are

ch as activity management and opportunity

you to monitor

• The situation regarding your competitors and customers

The competitor products function allows you to enter information about competitor products in direct competition with your products. From a technical point of view, competitor products are products with product type Material and are created using the competitor products function.

Competitor products can be included within functions sumanagement.

The competitor product function allows

• Competitors' products


© SAP AG 2008

Structure of the CRM Product Master

MS 1000MS 1000

Basic data

Units of measureUnits of measure

DescriptionsDescriptions

Product categoriesProduct categories

Sales Data

Sales textSales text

Control fieldsControl fields

GroupingsGroupings

CRM Data

MarketingMarketing

......

Additional infoAdditional info

Distribution chain

MAT_HAWA R3PRODSTYP

EN "Monitor 1000"

DE "Bildschirm 1000"

Base unit PC

Sales unit

Item category group

Product group

Volume rebate group

"This screen is not only flat, it is also extremely energy-efficient"

Size

Color

y business information

Customers can define their own set types for additional product information.

From a technical point of view, the CRM product master is a collection or arrangement of various set types that contain specific data.

Set types are delivered with the SAP CRM system which contain the necessarfor the business processes.


© SAP AG 2008

Base Hierarchies

SAP R/3 SAP CRMSAP ECCMaterial type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

SAP R/3 SAP CRMSAP ECCMaterial type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

Customizing download ⇒ Base hierarchies

, base hierarchies

Before materials can be transferred from the ERP system to the SAP CRM system

TYP is the default base hierarchy. Products that are loaded to the CRM system from the

CRM system. These preparatory steps are

documented in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → CRM Standalone.

must be created. This is performed with a Customizing download. The adapter object for transferring the base hierarchies is DNL_CUST_PROD1.

R3PRODSERP system must belong to at least this base hierarchy. Assignments to other hierarchies are optional.

If SAP CRM is implemented without an ERP back end system, preparatory steps are necessary before product master data can be created in the


© SAP AG 2008

Setting Up Product Master Maintenance

1. Generation of base hierarchies by Customizing download from ERP

2. Assignment of the product application to a base hierarchy

R3MATCLASSR3PRODHIERR3PRODSTYP

Hierarchy ID: HierarchyMaterial groupProduct Hierarchy

Product Subtype

2a. Optional: Assignment of a product type to a base hierarchy

Product R3PRODSTYP

SalesPurchasing

R3PRODHIERR3MATCLASS

MaterialServiceWarrantiesIPFinancing

R3PRODSTYP

WTY_HIERIP_HIERFIN_HIER

R3PRODSTYP

SAP Implementation Guide → Cross-Application Components → SAP Product →Product Category → Assign Category Hierarchies to Applications

SAP Menu → Architecture and Technology → Middleware → Data Exchange → Initial Load → Start

Object: DNL_CUST_PROD1

at

ut using service products: SAP Implementation

about using warranty products: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Special Settings for Service Warranties → Define Warranties.

To create the products of a particular product type, product categories and set type assignments thcorrespond to each product type must have been made.

See the IMG documentation for information aboGuide → Customer Relationship Management → Master Data → Products → Special Settings for Service Processes → Define Service Products.

See the IMG documentation for information


© SAP AG 2008

Set Types and Attributes

Basic Data

Units of measure

Descriptions

Product categoriesMAT_HAWA R3PRODSTYP

EN "Monitor 1000"DE "Bildschirm 1000"

Base unit PC

Set type "units of measure"

Attribute "unit of measure"

Attribute "volume"

Attribute "gross weight"

Attribute "net weight"

- Field is key?- Multiple use?- Distribution-chain-dependent?- Active for templates?

is defined by its attribute type (for example, integer, character string or date), its

and saved es.

ional set types of your own and assign attributes to

set type

Only those set types that are not (or no longer) assigned to a category can be deleted.

An attribute attribute length and (optionally) its value range (for example, single values or intervals), or by a value table.

Attributes help to describe products or individual objects. They are grouped into set types there. A set is a specific instance of a set type. Set types are stored in the system as database tablSet types enable you to perform detailed modeling of products and objects in the system.

Particular set types (SAP standard set types) are predefined in standard systems. If they are not sufficient for your needs, you can define additthem. The attributes can be those predefined in the standard system and also attributes (including value ranges) that you have defined yourself.

If a set type is already assigned to a product category, it is only possible to change the description and, if necessary, add other attributes.


© SAP AG 2008

Categories and Hierarchies

Set N* = Inherited set

= Category

Set N = Set

= Product

High Tech

Computer Printers MonitorsSet 1* Set 2

Set 1

Set 1* Set 3 Set 1* Set 4

Inkjet printer Laser printer Multi-devicesSet 1*

Set 3*

Set 1*

Set 3*

Set 1*

Set 3*Set 5 Set 6 Set 7

Standard PC

Laser IT

R3PRODSTYP(SAP)

Hierarchy(customer)

Standard PC

MS 1000

Set N = Set with template

nd can be

pes,

nly

s are inherited by all subordinate categories, which in turn may be described by

You can maintain conditions at category level, for example, by defining cross-product surcharges or discounts.

The categories that are assigned to a product determine which product data is visible amaintained. Categories can also serve as groupings.

Product categories are used to group products together according to various criteria.

Categories inherit the product category and the set types of all higher-level categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set tysuch as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types.

The assignment of a product can be changed or deleted. The Recategorize Products function is oavailable in the SAP GUI.

Example:In the above case, the general set type Set 1 (for example, administrative informationrelevant for each product) was assigned to the higher-level category High Tech. These attributes/fieldseparate set types. For example, Set 2 could contain information about the type of hard disk and motherboard. Once a product has been assigned to a product category, the attributes and contents that are stored in the relevant set types are displayed.


© SAP AG 2008

Enhancing the Product Master: Overview

Desktops

Laptops

Monitors

Products

Printers

Hierarchy Categories Set types Attributes

MS 1000 (category "Monitors")

ColorSizeDiscontinued model

White21-inch

Yes

Color

Size

Discontinued model

Monitor characteristics ( set 4)

Monitorcharacteristics(View = tab page)

Template possible

Computer

lides explain the various elements necessary to enhance the product master:

e performed.

Set types can be assigned to categories. You can assign templates when assigning set types. Therefore, products that are categorized later are assigned predefined characteristics automatically.

The following s

• Hierarchies

• Categories

• Set types

• Attributes

Creation of attributes results in the creation of data elements and domains on the database.

Creation of set types results in the creation of database tables and other ABAP Dictionary objects, as well as function groups, function modules and screens.

To display the new set type in the CRM WebClient UI, the following steps must bSAP Menu → Master Data → Products → Assign Set Types to Overview Pages SAP Menu → Master Data → Products → Create UI Configuration for Set Type


© SAP AG 2008

1. Initial download (once)

2. Delta download (permanent)

Download of Material Master Data

ERP

Source

SAP CRM

Target

m as

nge the st read SAP Note 418886 (and related notes). These

to avoid database inconsistencies.

of each product in Customizing: SAP Implementation Guide → pe →

CRM product data is not uploaded automatically in standard systems. It must be carried out manually and individually for each product.

Download of ERP material masters to the SAP CRM system

Material master data is replicated from the ERP system to the CRM system by the CRM Middleware. The adapter object in question is called MATERIAL.

An initial download must be made first to download the required materials and to display theproducts in SAP CRM. For information about how to do this, see the application help.

Subsequent changes and new materials in ERP are then transferred by a delta download.

If you set up new systems with product master data, or if you want to create or chaconnection between existing systems, you munotes contain important information about how

Upload of CRM products to the ERP system:

You can allow or disallow uploads Customer Relationship Management → Master Data → Products → Settings for Product TyAllow Upload for a Product Type.


© SAP AG 2008

Product Master: Unit Summary

You are now able to:

Explain the concept of the CRM product master

Maintain products and enhance them using set types and attributes

Explain product hierarchies and categories

Explain the principles of the integration between the ERP and SAP CRM systems



Exercises

Unit: Product Master Topic: Product Maintenance and Enhancement


• Maintain a product in CRM

• Add your own attributes to products in CRM

ducts and

Some of these products already exist as material master data in the ERP system.

1-1

1-1-1

rial number. This is done by internal

g data:

Retail

hoose ENTER.

views:

d 2

eral/Plant Data

ENTER.

0

el: 10

Choose ENTER.

At the forthcoming trade fair, your want to present new proconvert potential customers into purchasers. You therefore familiarize yourself with the product maintenance functions in CRM.

Create a material master record with several views in the ERP system.

Log on to the ERP system and call material master maintenance:

SAP Menu → Logistics → Sales and Distribution → Master Data →Products → Material → Trading Goods → Create

(Do not enter a material/matenumber assignment.)

Enter the followin

Industry Sector:

C

Select the following

Basic Data 1 and 2

Sales: Sales Org. Data 1 an

Sales: Gen

Sales text Choose

Plant: 2200

Sales Org.: 220

Distribution chann


View: Basic Data 1:

Material Short Text: ##Monitor

sure:

aterial Group: 00207 (monitors)

Base Unit of Mea PC

M

This field is explained in the transaction processing unit.

r the language FR then go ack to the Main Data.

Note that the field GenItemCatGroup has been prefilled with the value NORM.

Additional data, enter a description foUnder b

.

the material master are performed using the ate transaction, NOT the change transaction.

ress ENTER twice.

rg. 1

If you leave material master maintenance without creating the views you selected earlier, proceed as follows:

Create a new material master, but enter the material number that has been determined by the system.

Next, choose only the views that you have not yet created

Additions tocre

P

View: Sales: Sales O

Tax Classification: 1 (for all countries)

ons.

tity:

129 (EUR)

Choose Conditi

Scale quan 1 (PC)

Amount:

Choose Back ( ).

hoose ENTER. C

View: Sales: Sales Org. 2

Note that the Item category groupNORM.

field has been prefilled with the value

hoose ENTER.

ant

C

View: Sales: General/Pl

Transportation G 0001 (On paletteroup: s)

0002 (Forklift)

Loading Group:

Choose ENTER.


View: Sales text

Sales text: This is a high-value monitor.

Choose and confirm the dialog box to save the material.

1-2

1-2-1 .

1-2-2 aster been created

o?

1-2-3 Create a product master relationship. Assign material R-1120 as an accessory.

2-1 Add new fieadmini

2-1-1

gits) with the value range 19 and 21 (inches).

itor type

n to it the attributes you created

2-1-3 oup ##) and two categories.

he first category ROOT (Dummy entry##) should not be assigned to a product type and it should not be possithis c

Material Number: ___________________ [data sheet]

Display the material master in the SAP CRM system and familiarize yourself with product maintenance.

Search for your product and save your search as PR_##Mon

Take a closer look at your product. Has your product mwithout any errors?

How many product categories is your product assigned t

Where can you find the sales price of EUR 129.00?

Where can you find the sales text that you maintained?

When might this accessory function be used?

lds to your product master in the CRM system. This involves some strative steps that are performed using transactions in the SAP GUI.

First, create two new attributes in the SAP GUI.

The first attribute ZDIAGONAL## (Description: size of the monitor ##) is of the type Integer (2 di

The second attribute ZMONITORTYPE## (Description: mon##) is of the type Character String (5 characters) with the value range TFT(flat) and CRT (normal).

2-1-2 In the SAP GUI, create the set type ZMONITOR## (Monitor characteristics ##) for Materials and assigin the previous exercise.

In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy gr

Tble to assign products or objects to

ategory.

We recommend that you first define a root node so that later you can assign several categories at the same level.

be Material. It should also be possible to assign

ts to this category.

The second category ##MONITORS (monitors of group ##), shouldassigned to the product type products and objec


Assign the set type created by you (ZMONTOR##) to this category.

2-1-4 nsaction OMMPR01) and change your product by making another category

assignm

Afte elUse the input help e the product.

Save your entries.

For test purposes, call product maintenance in the SAP GUI (traC

ent.

r you have r eased the data (ENTER), the new fields become visible. (F4) to maintain values and sav

To make the new fields visible in the CRM WebClient UI, it is necessary to configure the UI. This configuration is not performed in this exercise.


Exercises

ptional Exercises

3-1 a

3-1-1 R in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?

-1-2 Go to Customizing and call mini-template maintenance (for products).

O

Templ tes in the product master.

Display the set type ZTMONITO

3

Cross-ApplicatComponents SAP Product → Templates → Maintain Mini-Templates

.

You should see two attributes containing default values (Speaker-out and Maximum Contrast).

3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the CRM WebClient UI. Apart from the assigned set types, what else can you see?

3-1-4 oses, call product maintenance in the SAP GUI (transaction

ENTER), the new fields become visible. ) to maintain values and save the product.

What do you notice?

SAP Implementation Guide → ion →

Display the product mini template with the ID/description ZTMONITOR

For test purpCOMMPR01) and change your product by making another category assignment.

After you have released the data (Use the input help (F4



Exercises

Alternative Service Scenario

1-1

1-1-1 CRM system, go to product maintenance and create the ) with the category Service Product

data:

roup: ice item)

FULL

TR / 10

ndition type 0PR0) for a ##Repair work is to be maintained tion channel IDES TR / 10 it amounts

1-1-2 Search for your product and save your search as PR_##Rep.

2-1 . This involves some s in the SAP GUI.

2-1-1

of the type

2-1-2 GUI, create the set type ZREPAIR## (Repair characteristics

2-1-3

Alternative Service Scenario:

Create a Service in the CRM system.

Log on to the SAPservice ##Repair (Repair Group ##with Resources.

Maintain the following

Item Category G SRVO (serv

Work Duration: 60 minutes

Tax Classification: FR – MWST –

Distribution Chain: IDES

Base Unit of Measure: AU

The price (codepending on the product; in distributo EUR 50.

Save the product data.

Add new fields to your product master in the CRM systemadministrative steps that are performed using transaction


The first attribute ZTOOL## (Description: Tool required ##) is of the type checkbox with the value range Yes and No.

The second attribute ZTOOL1## (Description: Tool ##) is character string (10 characters), has multiple values and has the value range MULTIMETER (multimeter) and PLIERS (pliers).

In the SAP##) for Services and assign it the attributes you created in the previous exercise.

Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1.

In the CRM WebClient UI, create the product hierarchy ##HIER (Hierarchy group ##) and two categories.


The first category ROOT (Dummy entry##) should not be assigned to a t should not be possible to assign products or objects to product type and i

this category.

We recommend that you first define a root node so that later you can assign several categories at the same level.

The second category, to the product type

##REPAIR (Repair of group ##), should be assigned Service. It should also be possible to assign products and

well BASIC (General).

2-1-4 For test purposes, call product maintenance in the SAP GUI (transaction OMMPR01) and change your product by making another category

assignm

Afte elUse the input he p he product.

objects to this category.

Assign the set type created by you (ZREPAIR##) to this category, as as the view ID

Save your entries.

Cent.

r you have r eased the data (ENTER), the new fields become visible. (F4) to maintain values and save tl



Exercises

ptional Exercises/Solutions

3-1 a

3-1-1 REPAIR in the SAP GUI. Apart from the assigned attributes, what is different about this set type from the one you created in the previous exercise?

-1-2 Go to Customizing and call mini-template maintenance (for products).

O


Display the set type ZT

3

Cross-ApplicatComponents SAP Product → Templates → Maintain Mini-Templates

You should see two attributes containing default values (Qualified Worker and Drivers Licence).

3-1-3 ebClient UI, display the category ZTSERVICE_01 of the product hierarchy ZT_HIER. Apart from the assigned set types, what else can you see?

3-1-4 oses, call product maintenance in the SAP GUI (transaction


What do you notice?

SAP Implementation Guide → ion →

Display the product mini template with the ID/description ZTREPAIR.

In the CRM W

For test purpCOMMPR01) and change your product by making another category assignment.




Solutions Unit: Product Master

Topic: Product Maintenance and Enhancement

1-1

1-1-1

→ Master Data → → Create

nter the data specified in the exercise.

1-2 urself with

1-2-1 e your search as PR_##Mon.

I.

ch → Products.

<your material number>

cessful:

as: PR_##Mon.

hoose Save.

1-2-2

) aterial type and r of the ERP system.

e of EUR 129.00?

ed?

ion Chains assignment block.

Choose Edit (

Create a material master record with several views in the ERP system.

Log on to the ERP system and call material master maintenance:

SAP Menu → Logistics → Sales and Distribution Products → Material → Trading Goods

E

Display the material master in the SAP CRM system and familiarize yoproduct maintenance.

Search for your product and sav

Start the CRM WebClient U

Choose Sales Operations.

Choose Sear

Product ID:

Choose Search (ENTER).

If your search is suc

Save the search

C

Take a closer look at your product. Has your product master been created without any errors?

Choose the hyperlink (Product ID) to display the details of the product master.

How many product categories is your product assigned to?

The product is assigned to both categories MAT_HAWA (R3PRODSTYPand 00207 (R3MATCLASS). All the information (mmaterial group) was derived from the material maste

Where can you find the sales pric

In the Prices assignment block.

Where can you find the sales text that you maintain

Open the Distr utib

).


1-2-3 aterial R-1120 as an

ies assignment block.

t.

R-1120.

R.

Accessories could be displayed as product proposals when an order is created in a Web shop or interaction center, for example.


2-1-1

→ Master Data → Products

ZDIAGONAL##

ate.

onitor ##

teger

2

it: ach)

19 inch and 21 inch

hoose Save and Back.

ZMONITORTYP##

ate.

aracter string

5

it: e row each)

Flat and Normal

Choose Save and Back.

Create a product master relationship. Assign maccessory.

Open the Accessor

Choose Edit Lis

Accessory ID:

Choose ENTE

Choose Save.

When might this accessory function be used?



SAP Menu → Maintain Set Types and Attributes Attribute:

Choose Cre

Short text: Size of m

Attribute Type: In

Attribute Length:

Choose the Value Range tab.

Single Value or Lower Lim 19 and 21 (one row e

Fixed Value Description:

C

Attribute:

Choose Cre

Short text: Monitor type ##

Attribute Type: Ch

Attribute Length:

Choose the Value Range tab.

Single Value or Lower Lim TFT and CRT (on

Fixed Value Description:


NI2-1-2


ZMONITOR##

ate.

(set the indicator)

Assigned Attributes t

ZMONITORTYP##

ave the set type.

2-1-3 and two categories in the CRM WebClient UI.

chies.

In the SAP GUI, create the set type ZMO TOR## and assign it the attributes you created in the previous exercise.

SAP Menu → Maintain Set Types and Attributes

Set Type:

Choose Cre

Short text: Monitor characteristics ##

Product Type: Material

Choose the ab page.

Attribute: ZDIAGONAL##

Attribute:

S

Create a product hierarchy

Choose Sales Operations.

Choose S arch → Product Hierare

Choose New in the result list.

:

Hierarchy Group ##

Hierarchy ID ##HIER

Description:

Choose ENTER.

Choose New in the Categorie ent block.

ROOT

s assignm

Category:

Choose E TER. N

Choose New.

Hierarchy s ##MONITORS tructure:

of Group ##

ZMONITOR## in the Assigned Set Types .

ave your data.

2-1-4 ses, call product maintenance in the SAP GUI (transaction uct by making another category

.

hoose Open product (

Category: Monitors

Product Type: Material

Enter the set type ID assignment block

S

For test purpoCOMMPR01) and change your prodassignment.

Call transaction COMM 01PR

C ).


<your product number>Product ID:

hoose ENTER.

Afte n

In the Product Categories area, enter the hierarchy ID ##HIER and then select the category ##MONITORS in the Category ID field.

C

r a few seco ds you see two new fields in the product master.



Solutions O


3-1 a

3-1-1 R in the SAP GUI. Apart from the

→ Master Data → P ain Set Types and

ZTMONITOR

3-1-2

→ SAP

-template CR100 (monitor characteristics).

: ZTMONITOR

3-1-3 Display the category 00010 of the product hierarchy PCSHOP_01 in the the assigned set types, what else can you

→ Product HieraPCSHOP_01

.

Templ tes in the product master

Display the set type ZTMONITOassigned attributes, what is different about this set type from the one you created in the previous exercise?

SAP Menu roducts → MaintAttributes Set Type:

Choose Display.

The Template Enabled indicator is set in the characteristics.

Go to Customizing and call mini-template maintenance (for products).

SAP Implementation Guide → Cross-Application Components Product → Templates → Maintain Mini-Templates

Display the mini

ID/Description

Choose Start.

Expand the entry and double-click the template below.

You should see two attributes with prefilled values (Speaker-out and Maximum contrast).

CRM WebClient UI. Apart fromsee?

Choose Sales Operations. Choose Search rchies. Hierarchy ID:

Choose Search.

Use the hyperlin to display the hierarchy’s detailsk

Select the line ( ) with category 00010 (Extras)

The Assigned Set Types assignment block contains a Template (MonitorCharacteristics (Template)) as well as the set type.

For test purpo

3-1-4 ses, call product maintenance in the SAP GUI (transaction uct by making another category

ssignment. COMMPR01) and change your proda


After you have released the data (ENUse the input help (F4) to maintain

TER), the new fields become visible. values and save the product.

view.

Choose ENTER.

After a few seconds you see two new fields in the product master, this time containing the default values from the template.

What do you notice?

Choose the SAP Basic Data

In the product category area, enter the hierarchy ID PCSHOP_01 and then select the category 00010 in the Category ID field.


Solutions


1-1

1-1-1 CRM system, go to product maintenance and create the ) with the category Service Product

cts.

te → Service

:

Service Product with Resources

ER.

minutes

assignment block

Distribution Chains assignment block.


Create a Service in the CRM system.

Log on to the SAPservice ##Repair (Repair Group ##with Resources.

Choose Accounts & Produ

Choose Crea

Service ID ##Repair.

Service: Repair group ##

Base Category: (SER_0001) Choose ENT

Base Unit: AU

Item Cat. Group: SRVO

Duration of Work: 60

Open the Taxes .

Country: FR

Tax Type ID: MWST

Tax Group ID: FULL

Open the

Choose New.

Sales Organization: O 50005807 (Use the input help)

annel: 10

ssignment block.

Distribution ch

Choose Back.

Open the rices a P

Choose New.

Price Type: Product Price


Enter the following data:

S TR (Use the input help)

n Channel:

EUR

Choose Save.

1-1-2 e your search as PR_##Rep.

s.

ch → Services.

##Repair

cessful:

as: PR_##Rep.

Choose Save.


2-1-1


ZTOOL##

ate.

ed ##

heckbox

: No, Yes.

hoose Save and Back.

ZTOOL1##

ate.

racter string

Multiple values possible: Set the indicator

Sales Organization: IDE

Distributio 10

Amount: 50

Currency:

Choose Back.

Search for your product and sav

Choose Accounts & Product

Choose Sear

Service ID:

If your search is suc

Save the search




Attribute:

Choose Cre

Short text: Tool requir

Attribute Type: C

Choose the Value Range tab page.

Fixed Value Description

C

Attribute:

Choose Cre

Short text: Tool ##

Attribute Type: Cha

Attribute Length: 10


Choose the Value Range tab page.

Single Value or Lower Lim Multimeter and Pliers it:

: Multimeter and Pliers

2-1-2 GUI, create the set type ZREPAIR## (Repair characteristics


ZREPAIR##

ate.

(set the indicator)

Assigned Attributes ta

ZTOOL1 ## and set the Multiple Values

2-1-3 ##HIER categories.

→ Product Hiera

:

Hierarchy Group ##

Fixed Value Description

Choose Save and Back.

In the SAP##) for Services and assign it the attributes you created in the previous exercise.

Make sure you set the Multiple Values Poss. indicator for the attribute ZTOOL1.


Set Type:

Choose Cre

Short text: Repair characteristics ##

Product Type: Service

Choose the b page.

Attribute: ZTOOL##

Attribute: indicator.

Save the set type.

In the CRM WebClient UI, create the product hierarchy (Hierarchy group ##) and two

Choose Accounts & Products.

Choose Create rchy.

Hierarchy ID ##HIER

Description:

Choose ENTER.

Choose New in the Categorie ent block.

ROOT

s assignm

Category:

Choose E TER. N

Choose New.

Hierarchy s ##REPAIR tructure:

f group ##

ZREPAIR## in the Assigned Set Types assignment

Short text: Repair o

Product Type: Service

Enter the set type ID block.

Save your data.


2-1-4 t maintenance in the SAP GUI (transaction ategory

uct (

For test purposes, call pr ucodCOMMPR01) and change your product by making another cassignment.

Call transaction COMMPR01.

Choose Open prod ).

the Product Categories area, enter the hierarchy ID ##HIER and then

Choose ENTER.

After a few second

Product ID: <your product number>

Inselect the category ##REPAIR in the Category ID field.

s you see two new fields in the product master.



Solutions O


3-1 a

3-1-1 e set type ZTREPAIR. Apart from the assigned attributes, what

→ Master Data → P intain Set Types and

ZTREPAIR

3-1-2

→ SAP

-template CR100 acteristics).

: ZTREPAIR

3-1-3 CE_01 of the product hierarchy ZT_HIER. s, what else can you see?

→ Product Hiera

ZT_HIER


Display this different about this set type from the one you created in the previous exercise?

SAP Menu roducts → MaAttributes Set Type:

Choose Display.

The Template Enabled indicator is set in the characteristics.

Go to Customizing and call mini-template maintenance (for products).

SAP Implementation Guide → Cross-Application Components Product → Templates → Maintain Mini-Templates

Display the mini (repair char

ID/Description

Choose Start.

Expand the entry and double-click the template below.

You should see two attributes containing default values (Qualified worker and Drivers License).

Display the category ZTSERVIApart from the assigned set type

Choose Accounts & Products.

Choose Search rchies.

Hierarchy ID:

Choose Search.

Use the hyperlin to display the hierarchy’s details. k

Select the line ( ) with category ZTSERVICE_01 (Service).

The Assigned Set Types assignment block contains a Template (Repair Characteristics (Template)) as well as the set type.


For test purposes3-1-4 , call product maintenance in the SAP GUI (transaction


ZT_HIER and then ZTSERVICE_01 in the Category ID field.

aster, this time containing the default values from the template.

COMMPR01) and change your product by making another category assignment.


What do you notice?

Select the General view.

In the product category area, enter the hierarchy ID select the category

Choose ENTER.

After a few seconds you see two new fields in the product m