202313473-SAP-CRM-Configuration-Guide.doc

Project Parivartan

SAP IMPLEMENTATION PROJECT

Customer Relationship Management Coniguration !ui"e

[ARYA ACHALAM],

Version 1.0 January 9, 2012

Client Input – Asset Accounting

Table of contents 1

Configuration Settings for Organization Model............................................................... 4 Organizational Model Overview........................................................................................... 4 1.1

Organizational Model Synchronization ERP <-> CRM...................... ....... ....... ........ 5

#$#$# #$#$* #$#$-

Chec%ing Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$ ) Chec%ing +istri,ution Channels 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$$$$$$$$$$$$ ) Chec%ing +ivisions 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ .

#$#$/ #$#$) #$#$. #$#$0

Chec%ing Sales Areas 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ . Chec%ing Assignment o Sales Oices to Sales Areas 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 0 Chec%ing Assignment Compan1 Co"e 23 Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$ $$$$$$ 0 Chec%ing Assignment +istri,ution Channel 23 Sales Org$ 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$$$ 0

#$#$4 Chec%ing Assignment +ivision → Sales Organi&ation 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$4 #$#$5 +eining +ivisions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 4 #$#$#6 Perorming +ivision Settings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 4 #$#$## +eining +istri,ution Channels$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5 #$#$#* +eining Com,ination o +istri,ution Channel an" +ivisi on$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5 #$#$#Set 7p Integration 8usiness Partner – Organi&ational Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$#6 #$#$#/ +eining Num,er Range or Org$ 8us iness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #6 #$#$#) +eining !rouping or Org$ 8us iness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ ## #$#$#. Setting 7p Integration$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #* #$#$#0 E9ecuting Report or Changeover Classiication$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #*

1.

Maintaining Organ izational !nit"....................................................... ....... ........ ..... 1#

#$*$# #$*$* #$*$#$*$/ #$*$) #$*$. #$*$0 #$*$4

2

Creating an Organi&ational Mo"el 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #Creating an" Assigning Organi&ational 7nits$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #/ Assigning Attri,utes to Organi&ational 7nit$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #/ Matching Sales Organi&ation$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #. Maintain :ol"er or Positions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #. Assigning Emplo1ees to Positions$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #0 Integration o S1stem 7sers an" Emplo1ees ERP ;23 CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$ #4 Set 7p 8uering or Sales Scenario$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #4

Configuration settings of Master Data Replication ERP ! CRM.................................. 1" .1

Re$licating %&"ine"" Partner"........................................................................ ....... 1'

*$#$# *$#$* *$#$*$#$/ *$#$) *$#$. *$#$0 *$#$4 *$#$5 *$#$#6 *$#$## *$#$#* *$#$#*$#$#/ *$#$#) *$#$#. *$#$#0 *$#$#4 *$#$#5

. *$*$# *$*$* *$*$*$*$/ *$*$)

+eining Sources or 8usiness Partner Creation$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ #5 8usiness Partner Concept ERP ;23 CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *6 +eining Num,er Assignment Strateg1 or 8usiness Partners$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *# Mapping 8usiness Partner Master +ata rom ERP to CRM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *# I"enti1ing Relevant ERP Account !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $ ** +eining Num,er Ranges or CRM 8usiness Partners 'I( 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *+eining CRM 8usiness Partners !roupings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *Mapping ERP Account !roups to CRM Classiications 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ */ Mapping 8usiness Partner Master +ata rom CRM to ERP$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ */ +eining Num,er Ranges or CRM 8usiness Partners 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *) +eining CRM 8usiness Partners !roupings 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *) Mapping CRM Classiications to ER P Account !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ *. S1nchroni&ing
Re$licating Material"....................................................................................... ....... . ' Chec%ing Material 'SAP!roups$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -6 +eining Item Categor1 -6 Chec%ing Item Categor1 !roups 'SAP ERP($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -6 Cop1ing Item Categor1 !roups 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -6 Selecting Materials or Replication 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -6

Page * o .)

*$*$. *$*$0 *$*$4

.#

Replicating Materials 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -# Monitoring Replication Status 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -# Chec%ing Materials 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $$$$$$$$ -*

Re$licating Condition"............................................................................................ #

*$-$# *$-$* *$-$*$-$/

#

Creating Pricing Proce"ures$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -* Replicating Con"itions 'SAP CRM($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -Chec%ing +ata Integrit1 o Replication$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -0 O,ject Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ -4

Configuration settings for Ma r$eting %aster Data........................................................ 4& #.1

(e)ining O*+ective"..................................................................................... ....... ..... 45

#.

(e)ining ,actic"......................................................................................... ....... ....... 4

#.#

(e)ining Ca$aign ,y$e"/O*+ective"/,actic"............................................ ....... .... 4

#.4

Maintaining Send er 0ddre""e" )or E-Mail............................................................. . 4

#.5

(e)ining ,y$e" )or Ma r2eting Plan. ......................................................... ....... ........ 43

#.

Mar2eting Calendar.................................................................................. ........ ....... 43

-$.$#

#.

Assigning !raphic Proile or Mar%eting Calen"ar$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ /5

Ca$aign Eec&tion....................................................................................... ....... . 4'

-$0$#

4

E9ternal List Management$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ /5

Configuration set tings for CRM 'e ad Man age%ent...................................................... &1 4.1

eneral Setting" )or 6ead"................................................................................. .... 51

/$#$# /$#$* /$#$/$#$/ /$#$) /$#$. /$#$0 /$#$4 /$#$5 /$#$#6 /$#$##

&

+eining Lea" Origins$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )# Maintaining Organi&ational +ata Proile$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )# +eining Transaction T1pe or Lea"$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )* +eining Num,er Range or Lea"s$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )Assigning Ne= Num,er Range $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )/ +eining Item Categor1 +etermination$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )/ +eining >uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )) +eining 1our in"ivi"ual ?uestionnaire@$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )) Assigning >ualiication Levels to >uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ ). +eining +etermination or >uestionnaires$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ ). +eining Cop1 Con trol rom Lea" to Oppo rtunit1$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ )0

Configuration settings for (asic Sales.......................................................................... &) 5.1

Maintaining Or ganizational (a ta Pro) ile.............................................. ....... ........ ... 53 Configuration settings for +cti,it- Manage%ent............................................................ &"

.1

Setting" )or %a"ic 7&nction" )or 0ctivity Manageent.................... ........ ....... ..... 5'

*

.$#$# .$#$* .$#$-

.

0ction"............................................................................................. ........ ....... ....... .. 

.$*$# .$*$* .$*$.$*$/ .$*$) .$*$.

)

+eining Partner
Configuration settings for C RM Opportunit- Manage%ent........................................... *& .1

(e)ining ,ran"action ,y$e )or O$$or t&nity................................................ ....... .... 5

Page - o .)

1 Con)ig&ration Setting" )or Organization Model P&r$o"e This coniguration gui"e provi"es the inormation 1ou nee" to set up the coniguration$

Organizational Model Overview Organizational Manage%ent in CRM oers 1ou a le9i,le tool or han"ling 1our compan1 ’s tas%2relate" unctional organi&ational structure as a current organi&ational mo"el$ Bou can maintain the compan1 structure inclu"ing the positions an" emplo1ees in an application an" assign speciic "ata 'attri,utes( to the organi&ational units$ The organi&ation mo"el =ill ,e especiall1 use" or organi&ational "ata "etermination =ithin the CRM scenarios or mar%eting sales an" service$ Compare" to ERP the organi&ational mo"el in CRM is more comprehensive le9i,le an" "1namic$ A s1nchroni&ation o the organi&ational structure or sales an" service in ERP an" CRM is possi,le via mapping o organi&ational units$ This is a prere?uisite or a master "ata an" transactional "ata integration ,et=een ERP an" CRM$ In the ollo=ing a sample organi&ational structure =ill ,e "eine"$ It consists o separate organi&ational units or mar%eting sales an" service$ Positions =ill ,e assigne" to the "ierent organi&ational units in or"er to implement the unctional tas% "istri,ution o in"ivi"ual items an" their reporting structure in the organi&ational mo"el$ Emplo1ees are assigne" to these positions as hol"ers$

These sample organi&ational structure is essential or all SAP 8est Practices scenarios ,ecause organi&ational "ata "etermination partner "eterminations an" evaluations are ,ase" on this structure$ I 1ou use ERP as a ,ac%2en" s1stem in CRM 1ou nee" the sales structure rom the SAP ERP s1stem in or"er to transer or create master "ata 'or e9ample ,usiness partner pro"ucts an" con"itions( in CRM$ The organi&ational mo"el can ,e initiall1 create" automaticall1 ,ase" on the sales organi&ational structure in ERP$ 8ut this unctionalit1 =ill not ,e use" or the ollo=ing reasons@ •

SAP 8est Practices or CRM can also ,e use" =ithout an ERP s1stem as a ,ac% en" i onl1 scenarios =ithout ERP integration are implemente" such as Activit1 Management Opportunit1 Management

•

An automatic transer o the ERP sales structure is onl1 possi,le once$ Errors ma1 occur in organi&ational "ata "etermination i there are alrea"1 organi&ational units in the s1stem$

Page / o .)

Organizational Model Synchronization ERP <-> CRM The ERP s1stem is closel1 lin%e" to the CRM s1stem$ The t=o s1stems have to ,e s1nchroni&e" in some coniguration areas such as the organi&ational mo"el$ +eci"e =hich sales areas 1ou nee" to have in the CRM s1stem an" chec% them in the ERP s1stem$ A sales area consists o@ • a sales organi&ation •

"istri,ution channels

•

"ivisions

The sales areas an" relate" "ata are "o=nloa"e" rom ERP to CRM$

Chec2ing Sale" Organization 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@

,ran"action code

O:;5

S0P ERP M en&

Enterprise Definition Sales and → Define cop- delete c/ec$ sales DistributionStructure organization

→

Sales Organizatio n 4==#

→

Sales Organization Description Sales Org. PP'

Chec2ing (i"tri*&tion Channel" 8S0P ERP9 Proced&re

#$ Access the activit1 using one o the ollo=ing navigation options@

,ran"action code S0P ERP M en&

Disc. Chan nel 41

4

O: ;  Enterprise Structure → Definition → Sales and Distribution → Define cop- delete c/ec$ distribution c/annel

Distribution Channel Description Direct Sales

(ro$er Sale

Page ) o .)

4#

Referral Sale

Chec2ing (ivi"ion" 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


O:;% Enterprise Structure → Definition → 'ogistics  0eneral → Define cop- delete c/ec$ di,ision

Division Division Description 11 Residential 1

Co%%ercial

1#

.T

Chec2ing Sale" 0rea" 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


Sale" Org

O: ;  Enterprise Structure → +ssign%ent → Sales and Distribution → Set up sales area

Dis Channel

4==#

41

4==#

42

4==#

4#

The a,ove com,ination o Sales Org$ an" +isc Channel has ,een i"entiie" in com,ination o "ivisions as ,elo= ##

Residential

#*

Co%%ercial

#-

.T

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Chec2ing 0""ignent o) Sale" O))ice" to Sale" 0rea" 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


SPRO Enterprise Structure → +ssign%ent → Sales and Distribution → +ssign sales office to sales area

All the sales areas i"entiie" a,ove are assigne" to ollo=ing sales oices@

/6#

Site O ice2Est$Rng

Chec2ing 0""ignent Co$any Code -> Sale" Organization 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


Sale " Org /66-

(e"cri$tion Sales Org. PP'

O :;# Enterprise Structure → +ssign%ent → Sales and Distribution → +ssign sales organization to co%pancode

Co$any Code *66-

Co. Code (e"cri$tion Pha"nis Properties Lt"$

Chec2ing 0""ignent (i"tri*&tion Channel -> Sale" Org. 8S0P ERP9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


Sale " Org

(i"tri*&tion Channel

/66-

/#

/66-

/*

/66-

/-

O :; Enterprise Structure → +ssign%ent → Sales and Distribution → +ssign distribution c/annel to sales organization

(e"cri$tion +irect Sales 8ro%er Reerral Sale

Page 0 o .)

Chec2ing 0""ignent (ivi"ion

Sale" Organization 8S0P ERP9

Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


Sale" Org.

O:;0 Enterprise Structure → +ssign%ent → Sales and Distribution → +ssign di,ision to sales organization

(ivi"ion

(e"cri$tion

/66-

66

Common

/66-

##

Resi"ential

/66-

#*

Commercial

/66-

#-

I$T$

(e)ining (ivi"ion" !"e In this step 1ou can "eine "ivisions or CRM$

Proced&re #$ Access the activit1 using the ollo=ing navigation options@

,ran"action code

SPRO

S0P CRM M en&

Custo%er Relations/ip Manage%ent → Master Data Organizational Manage%ent → Di,ision Settings à Define Di,isions

→

*$ Choose e3 Entries 5&6$

(ivi"ion 66 ## #* #-

(e"cri$tion Common Resi"ential Commercial I$T

Per)oring (ivi"ion Setting" 8S0P CRM9 !"e Bou can speci1 =hether or not 1ou =or% =ith "ivisions in the CRM s1stem$ I 1ou use CRM together =ith an ERP s1stem 1ou must al=a1s maintain a "umm1 "ivision in ERP in or"er that 1ou can e9change "ata 'master "ata an" "ocuments( ,et=een s1stems i 1ou are not using a hea"er "ivision in CRM$

Page 4 o .)

I 1ou use a hea"er "ivision in CRM 1ou "o not nee" to use a "umm1 "ivision or "ata transer ,et=een the ERP an" CRM s1stems$


,ran"action code

SPRO


Custo%er Relations/ip Manage%ent

→

Master Data

→

Organizational Manage%ent Di,ision Settings Define 7se of Di,ision and Du%%Di,ision

→

à

*$ +eselect the chec%,o9 Di,ision not act. -$ Select the in"icator :ea"er +iv$ Act$ to use "ivisions at hea"er level in ,usiness

transactions in CRM Enterprise$ /$ Enter an R- "umm1 "ivision rom the list o SAP ERP "ivisions i"entiie" in step C/ec$ing

Di,isions S+P ERP ($

(e)ining (i"tri*&tion Channel" !"e In this step 1ou can "eine "istri,ution channels or CRM$

Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code

SPRO


Custo%er Relations/ip Manage%ent → Master Data → Organizational Manage%ent → Organizational Data for Sales Scenario à Define Distribution C/annels

*$ Choose e3 Entries 5&6$ /# /* /-

+irect Sales 8ro%er Sales Reerral Sale

-$ Save 1our entries$

(e)ining Co*ination o) (i"tri*&tion Channel and (ivi"ion !"e In this step 1ou can "eine com,inations o "istri,ution channels an" "ivisions that can ,e assigne" as attri,utes to the sales organi&ation to "eine a sales area$


SPRO


Custo%er Relations/ip Manage%ent à Master Data à Organizational Manage%ent à Organizational Data for Sales Scenario à Define Co%bination of Distribution C/annel and Di,ision

Page 5 o .)

*$ Choose e3 Entries 5&6$ (i"tri*&tion Channel( e"cri$tion /#+irectSales /#+irectSales /#+irectSales /*8ro%erSales /*8ro%erSales

(ivi"ion(e"cri$tion ##Resi"ential #*Commercial #-I$T ##Resi"ential #*Commercial

/*8ro%erSales /-ReerralSale /-ReerralSale /-ReerralSale -$

#-I$T ##Resi"ential #*Commercial #-I$T

Save 1our entries$

Set !$ ntegration %&"ine"" Partner– Organizational Manageent !"e
(e)ining ?&*er Range )or Org. %&"ine"" Partner" 8S0P CRM9 !"e

,ran"action code S0P CRM M en&

%!C7 Cross+pplication Co%ponents à S+P (usiness Partner à (usiness Partner à (asic Settings à u%ber Ranges and 0roupings à Define u%ber Ranges

/$ In the ne9t steps 1ou "eine the num,er range or Org ,usiness partners$ )$ Choose nsert inter,al S/ift8516$ .$ Enter the o llo=ing values@

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7ield

:al&e

Rear2"

No$
B/ 666/666666

To num,er

666/666555

‘B’ ChooseanI+=ithlea"ing I 1ou use numeric values ma%e sure 1ou a"" lea"ing &eroes to the value until the ull length o the iel" is reache"$ I 1ou use numeric values ma%e sure 1ou a"" lea"ing &eroes to the value until the ull length o the iel" is reache"$

Current num,er E9t

Internalnum,erassignmentisre?uire"$

0$ Choose nsert Enter6$ 4$ Choose Sa,e Ctrl8S6$

(e)ining ro&$ing )or Org. %&"ine"" Partner" 8S0P CRM9 !"e
Proced&re

#$ Access the activit1 using the ollo=ing navigation options@

,ran"action code

SPRO


Cross+pplication Co%ponents à S+P (usiness Partner à (usiness Partner à (asic Settings à u%ber Ranges and 0roupings à Define 0roupings and +ssign u%ber Ranges

*$ Choose e3 Entries 5&6$ -$ Enter the ollo=ing values@

7ield

:al&e

Rear2"

!rouping

B/

Thegroupingmusthavethe same I+range as the assigne" num,er

Short name +escription 'EN( Num,errange

CRM Organi&ational 7nits 8usiness Partner or Org 7nits B/

E9ternal

Thenum,errange1ouhave create" or Org 8usiness Partners$ Internalnum,erassignmentis re?uire"$

/$ Choose Enter.

Int$St"$!rping

Selecte"

E9t$St" !rping

+eselecte"

)$ Choose Sa,e Ctrl8S6$

Page ## o .)

Setting !$ ntegration !"e Activate the integration o organi&ational units an" ,usiness partners an" assign the num,er range "eine" in the prece"ing sections$


SPRO


Custo%er Relations/ip Manage%ent à Master Data à (usiness Partner à ntegration (usiness Partner Organization Manage%ent à Set 7p ntegration 3it/ Organizational Manage%ent

*$ Enter the ollo=ing values or the e9isting com,ination o 0roup an" Se%.abbr$@ ro&$ :RALD :RALD :RALD

Se.a**r. :RAC O8PON ON7M8

:al&e a**r D ON *

:RALD

OS78!

B/

(e"cri$tion Activate:RIntegration IntegrationO28PActivate" 8usinessPartnerNum,er Assignment 'Org$ 7nit( 8usinessPartnerSu,group 'Organi&ational 7nit(

-$ Choose Sa,e Ctrl8S6$

Eec&ting Re$ort )or Changeover Cla""i)ication !"e A report has to ,e e9ecute" to changeover the customer classiication rom ormer CRM releases$ This report has to ,e e9ecute" once even in case o a ne= installe" CRM s1stem$ Other=ise error messages "uring ,usiness partner processing =ill occur$ It has to ,e to e9ecute" at this timeunits ,ecause other=ise ,usiness partners =hich are relate" the organi&ational are not create"the correctl1$

Proced&re #$ To run the report use the ollo=ing navigation option@ ,ran"action code S0#3 *$ Enter the report CRMMFT8PGCACL7P+ATE-6 an" choose E9ecute 5:6$ -$ Feep the "eault values an" choose E9ecute 5:6$ /$ In case o the status message Class T-pe (7P; o Suitable Classes 5ound no urther actions are re?uire"$ )$ In case o other messages rea" the "ocumentation o the report an" run the report =ith "eactivate" lag or Test %ode$

Page #* o .)

Maintaining Organizational !nit" !"e Organi&ational units are unctional units o a compan1$ +epen"ing on ho= tas% "istri,ution is organi&e" in a compan1 these can ,e or e9ample "epartments groups or project teams$ Separate organi&ational units or mar%eting sales an" service =ill ,e "eine"$ The organi&ational unit in sales an" "istri,ution structures the compan1 accor"ing to S+ re?uirements$ Sales transactions are prepare" an" implemente" in a sales organi&ation$ Several oices or than salesthe groups other reel1 It"eina,le organi&ational units ,esales assigne"sales at lo=er level salesor organi&ation$ is not possi,le ho=ever or can other organi&ations to ,e su,or"inate to a sales organi&ation$ Bou can assign attri,utes to a sales organi&ation in organi&ational plan maintenance$ The sales organi&ation is then responsi,le or these attri,utesH or e9ample one or more "ivisions an" "istri,ution channels a language or a postal co"e$ In a""ition there are organi&ational unit in the service area in =hich services are planne" an"

Creating an Organizational Model 8S0P CRM9 !"e An organi&ation mo"el is create" initiall1 together =ith a root organi&ational unit =hich ,uil"s the ,asic no"e or all other organi&ational units$

Proced&re #$ Access the Organi&ational Mo"el using the ollo=ing navigation@

S0P CRM @e*Client en&

Master Data

→

Organization Model

*$ Create a root organi&ational unit ,1 choosing Root Organizational 7nit $ -$ Choose Continue$ /$ Maintain the ollo=ing values or this organi&ational unit@@

7ieldnae !eneral "ata Co"e +escription A""ress A""ress Suppl Street:ouse No$ Cit1 PostalCo"e Countr1 Region Telephoneno$
:al&e PPLCOMP Pha"nisPropertiesLt"$ Pha"nis Properties Lt"$ Falpavri%sha *n"
)$ Choose Sa,e$ An I+ =ill ,e automaticall1 create" or the root organi&ation$ To "ispla1 this

I+ choose the ,utton ‘Personalize’ move Displa-ed Colu%ns an" Sa,e$

‘

D’ rom the +,ailable Colu%ns to the

Page #- o .)

Creating and 0""igning Organizational !nit" PrereA&i"ite" The root no"e PPLCOMP has alrea"1 ,een create" as "escri,e" in the prece"ing section$

Proced&re #$ Access the activit1 using one the ollo=ing navigation@ S0P CRM @e*Client en&

Master Data

→

Organization Model

*$ Enter the "escription o the organi&ational unit that has ,een create" in the prece"ing section O,eroi Compan1 an" choose Searc/$ -$ In the vie= area Result 'ist select the lin% o the root organi&ational unit PPLCOMP$ This o,ject has alrea"1 ,een create" in the prece"ing section$ /$ In the assignment ,loc% Organizational 7nit select the root organi&ation PPLCOMP an" choose the ,utton Organizational 7nit to create a ne= organi&ational unit on the level ,elo=$ )$ In the assignment ,loc% Organization 7nit Details an" the vie= area 0eneral Data enter the Code an" a Description or the ne= organi&ational unit$ .$ Run the ollo=ing steps to create the ol lo=ing SAP 8est Practices organi&ational structure as an e9ample to =or% =ith@ (e"cri$tion Pha"nis Properties Lt"$

Bierarchy Code 6evel 6 O8COMP

PPLSales Organi&ation

#

PPLS Org

!M2Sales

*

!M2Sales

!M2Mar%eting

*

!M2Mar%eting

0$ Save 1our entries using the Sa,e ,utton$

Re"< The necessar1 organi&ational units or the mar%eting sales an" service scenarios have ,een create"$

0""igning 0ttri*&te" to Organizational !nit !"e Bou can use general attri,ute maintenance to attri,ute "ata 'attri,utes( to organi&ational units =hen creating 1our sales an" "istri,ution or service structure$ Bou al=a1s maintain these attri,utes speciicall1 or a scenario 'Sales or Service($ CRM "istinguishes ,et=een organi&ational an" ,usiness attri,utes@ Organizational attri,utes "eine the ty$e o organi&ational unit or e9ample  =hether it is a sales organi&ation or a service group$ 

%&"ine"" attri,utes "eine the responsi,ilit1 o an organi&ational unit or e9ample or =hich "istri,ution channels or pro"uct groups an organi&ational unit is responsi,le$ Attri,utes can have one or more values$
Page #/ o .)

The ollo=ing organi&ational units are availa,le in CRM or =hich 1ou can enter the correspon"ing organi&ational unit in the ERP s1stem$ Scenario Organizational attri*&te Corre"$ond" in ERP with Sales Sales organi&ation Sales organi&ation Sales Salesoice Salesoice Sales Salesgroup Salesgroup Service Service Organi&ation Maintenance planning plant

Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@ S0P CRM @e*Client en&

Master Data

à

Organization Model

*$ Enter the "esc ription O,eroi Compan1 an" choo se Searc/$ -$ In the vie= area Result 'ist select the lin% o the root organi&ational unit O,eroi Compan1$ /$ In the assignment ,loc% O rganizational 7nit select the organi&ational unit that 1ou =ant to maintain )$ In the vie= +llo3 Org. 7nit to be Deter%ined o the assignment ,loc% Organizational 7nit Details select iel" i necessar1$ Other=ise this organi&ational unit =ill not ,e ta%en into consi"eration or the organi&ational "ata "etermination$ Organizational !nit (etail" Organizational 7&nction" !nit ( 8PCOMP

0llow Org. !nit to *e (eterined

OCPL S Org #6#6SO #6#S!roup #6*S!roup #6-S!roup #6/S!roup #6)S!roup #6.S!roup #6##SO ###S!roup

Sales Organi&ation SalesOice Sales!roup Sales!roup Sales!roup Sales!roup Sales!roup Sales!roup SalesOice Sales!roup

Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales

##*S!roup #6#*SO #*#S!roup #**S!roup #6#)SO #)#S!roup ORL S Org ###6O #6#S!roup #6*S!roup

Sales!roup SalesOice Sales!roup Sales!roup SalesOice Sales!roup Sales Organi&ation SalesOice Sales!roup Sales!roup

Sales Sales Sales Sales Sales Sales Sales Sales Sales Sales

#$ In or"er to maintain the attri,utes select the create" org ani&ational units one ater ano ther an" choose Edit 'ist in the assignment ,loc% +ttributes$ *$ Maintain all re?uire" attri,utes or all three scenarios 'Mar$eting Sales an" Ser,ice( o an organi&ational unit i necessar1$
Page #) o .)

Most o the values cannot ,e pre2"eine" ,ecause the1 are "epen"ing on the countr1 or on the in"ivi"ual organi&ational structure$ Organizational !nit ( PPLCOMP

Scenario 0ttri*&te Sales

Countr1 Re$ currenc1 or "ocument

:al&e

:al&e to

IN INR EN

Correspon"ence Language PPLSOrg

Sales

!M2Sales

Onl1 inherite" attri,ute values

Sales

Onl1 inherite" attri,ute values

-$ In the assignment ,loc% +ttributes choose the ,utton C/ec$ Consistenc- or the consistenc1$ E9amine the messages or the chec% results$ /$ Choose Sa,e$

Matching Sale" Organization Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code S0P CRM M en&

SPRO Custo%er Relations/ip Manage%ent à Master Data à Organizational Manage%ent à +ssign%ent of Organizational 7nits fro% S+P ECC à +ssign S+P CRM Sales Organizations to S+P ECC Sales Organizations

*$ Choose e3 Entries 5&6$ -$ Maintain the o llo=ing "ata us ing the input help@ Sale" Organization ( 7ield R/#Sl"Org Entry ?ae O)666666* #6-# /$ Choose Sa,e Ctrl8S6$

Maintain Bolder )or Po"ition" !"e Bou assign emplo1ees or users to positionsH in "oing this 1ou also "etermine the tas%s assigne" to them$

(e)ining ?&*er Range" )or E$loyee" !"e Bou =ant to create emplo1ees =ith separate e9ternal num,er ranges in CRM$


,ran"action code

87C<

Page #. o .)

Cross+pplication Co%ponents à S+P (usiness Partner à (usiness Partner à (asic Settings à u%ber Ranges and 0roupings à Define u%ber Ranges


*$ Choose C/ange inter,als$ -$ Choose nsert inter,al S/ift8516$ /$ Enter the ollo=ing values@

?o. B#

7ron&*er 666666#)6#

,on&*er 666666#)-6

Et


(e)ining ro&$ing )or E$loyee" !"e Bou =ant to create emplo1ees =ith the e9ternal num,er ranges in CRM$ Bou have to "eine the grouping an" assign the num,er range to this grouping$



SPRO Cross+pplication Co%ponents à S+P (usiness Partner à (usiness Partner à (asic Settings à u%ber Ranges and 0roupings à Define 0roupings and +ssign u%ber Ranges

*$ Choose e3 Entries 5&6$ -$ Enter the ollo=ing values@

ro&$ing B#

Short nae CRM Emplo1ees

(e"cri$tion CRM Emplo1ees

?&*er range B#

Eternal

Et. Std. r$ing +eselecte "

nt Std. r$ing Selecte"

/$ Choose Sa,e Ctrl8S6$

0""igning E$loyee" to Po"ition" PrereA&i"ite" Bou have maintaine" the organi&ation units an" the positions$ Emplo1ees an" users have ,een create"$

Proced&re #$ Log on to t he CRM !7I screen$ *$ Access the activit1 using the transaction co"e PPOMACRM@ -$ In the search criteria area choose
Page #0 o .)

0$ Mar% the Position$ 4$ Clic% on E%plo-ee$ 5$ Search the emplo1ee ,1 criteria 'last name user I+($ #6$ Select the ,usiness partner$ ##$ Choose Sa,e$ #*$ Choose (ac$.

ntegration o) Sy"te !"er" and E$loyee" ERP <-> CRM Creating Sy"te !"er" 8S0P ERP9 !"e I not alrea"1 "one 1ou nee" to create some a""itional s1stem users in the ERP s1stem$

Proced&re #$ To create a ne= s1stem user choose one o the ollo= ing navigation options@ ,ran"action code S0P ERP ! en&

S!=1 Tools à +d%inistration

à

7ser Maintenance

à

7sers

*$ In the 7ser iel" enter the s1stem user name$ -$ Choose Create 5:6$ /$ Enter the ollo=ing "ata@ 7ieldnae Address ta* $age Lastname
:al&e PAN+IT MRINAL Initial Initial +ialog Leave empt1$ ill ,e assigne" in the ne9t activit1

)$ Choose Sa,e Ctrl8S6$ .$ Repeat these steps or the ollo=ing s1stem all other users@

Re"< A""itional s1stem users =ere create" in the CRM s1stem$

Set !$ %&))ering )or Sale" Scenario Some processes o CRM nee" to have the sales areas$ The sales areas are represente" in the organi&ational mo"el that 1ou can maintain =ith the transaction PPOMACRM this means the1 are not ph1sicall1 store" ,ut the1 are the result o the "ierent com,inations o sales organi&ations sales oices sales groups channels an" "ivisions maintaine" in the organi&ational mo"el$ henever a CRM transaction or a ,usiness partner nee"s the sales areas the1 are calculate" an" this is an e9pensive process$ To spee" up this process the sales areas are ,uere"$

Page #4 o .)

Report :R8CIATTRI87TES87<
Ena*le %&))ering )or Sale" Scenario Proced&re #$ Access the activit1 using the ollo=ing navigation option@

,ran"action c ode

OO0,,RC!S,

*$ Select the structure no"e Scenarios$ -$
Scenario

0ttri*&te

SALE

ISSA!RP

SALE

ISSAO<<

SALES

ISSAOR!

nherit ,y$e No

nvi"i*le

inheritance No inheritance No inheritance

Selecte"

Selecte"

Selecte"

SeA 66 66 66

0$ Choose Sa,e Ctrl8S6$ 4$ Log o an" log on again to the CRM s1stem in or"er to ma%e the eect o these settings

visi,le to 1our user$

 Con)ig&ration "etting" o) Ma "ter (ata Re$lication ERP -> CRM Re$licating %&"ine"" Partner" (e)ining So&rce" )or %&"ine"" Partner Creation !"e A ,usiness partner can ,e create" an" maintaine" in "ierent classiications an" in "ierent s1stems "epen"ing on the ,usiness scenario$ The ollo=ing ta,le "escri,es the ,usiness partner usage in the 8est Practices scenarios$ An entr1 in the column CRM or ERP in"icates that this ,usiness partner classiication is man"ator1 in this s1stem or a complete =al%2 through o the scenario$

re0a

Sale"

Mar2eting

Service

Cla""i)ication

Page #5 o .)

Re?uire"or C&"toer Pro"$ective c&"toer Co$etitor

CRM ERP DDDDDD D

CRM

ERP

CRM

ERP

D

D

%&"ine"" Partner Conce$t ERP <-> CRM !"e The ,usiness partner concepts o the ERP s1stem an" the CRM s1stem are "ierent$ Thereore 1ou have to "eine a mapping =hen e9changing ,usiness partners rom ERP to CRM an" vice versa$ a9 ERP Sy"te •

•

Ever1 ,usiness partner has to ,e assigne" to an account group that "etermines the properties o ,usiness partners especiall1@ −

Master "ata iel"s

−

Num,er range

−

Speciic unctionalit1 or sales an" "istri,ution

There are more than *6 "ierent account groups availa,le in the stan"ar" "eliver1$

*9 CRM Sy"te •

8usiness partners in the CRM s1stem are groupe" ,1 using classiications =hich "etermine@ −

Master "ata iel"s

−

Speciic unctionalit1

•

The num,er ranges are not "irectl1 assigne" to the classiication$ The num,er range is "etermine" ,1 the so2calle" grouping$ This grouping has to ,e assigne" manuall1 or automaticall1 =hen creating a ,usiness partner$

•

There are onl1 ) "ierent classiications −

Consumer@ Organi&ation

−

Consumer@ Person

−

Customer

−

Prospective customer

−

Competitor

The mapping o ,usiness partners has to ,e "eine" or ,oth "irections@ rom the ERP s1stem to the CRM s1stem an" vice versa$ There,1 1ou have to@ •

Map account groups to classiications an" ma%e sure that the re?uire" iel"s in ,oth s1stems are i"entical

•

Map the num,er ranges

Page *6 o .)

(e)ining ?&*er 0""ignent Strategy )or %&"ine"" Partner" !"e #$ Choosing i"entical num,er ranges •

•

+escription •

The ,usiness partner I+s o ERP an" CRM ,usiness partners are i"entical$

•

There is al=a1s an internal assignment ta,le that maps the ERP ,usiness partner I+ to the correspon"ing CRM ,usiness partner to ensure a consistent "ata e9change$

Proce"ure •

There are t=o =a1s to guarantee i"entical num,er ranges$ a( Lea"ing s1stem approach +eine a lea"ing s1stem or ,usiness partner maintenance i$e$ ,usiness partners ,elonging to the same account group or classiication are onl1 maintaine" in the OLTP ERP or in the CRM s1stem e9clusivel1$
O6,P ERP

Classificatio n

5ro% nu%ber to nu%ber

Replicatio n direction

+ccoun t group

5ro% nu%ber to nu%ber

Customer

#2 555

E9ternal num,er range



666#

# 2555

Consumer

#666 2GGG

Internal num,er range 'lea"ing (

à

6#06

#666 2GGG

Internal num,er range 'lea"ing( E9ternal num,er range

Ma$$ing %&"ine"" Partner Ma"ter (ata )ro ERP to CRM !"e This step is or the ,usiness partner e9change only )ro ERP to CRM$ In the ollo=ing section 1ou perorm all necessar1 steps to get the ,usiness partners rom the ERP into the CRM s1stem$ In or"er to map the ,usiness partner master "ata rom ERP to CRM 1ou have to run the ollo=ing activities@ #$ I"enti1ing relevant ERP account groups$ *$ +eining num,er ranges or CRM ,usiness partners$

Page *# o .)

-$ +eining CRM ,usiness partner groupings$ /$ Mapping ERP account group to CRM classiication The ollo=ing ta,le "escri,es all relevant elements that have to ,e maintaine" or the mapping o ERP account groups to CRM classiications$ It is also mentione" at =hich activit1 the element is maintaine"$ It is recommen"e" to maintain this ta,le to %eep the overvie= =hen running the ollo=ing activities$ The mapping runs as ollo=s@ #$ A ,usiness partner or account group ===1 soldto part-6 is create" in the ERP s1stem$ *$ The account group has the nu m,er range assignment =1 an" internal num,er assignment i$e$ a num,er is automaticall1 create" rom the interval ====1========="""""" or this ,usiness partner e$g$ 1====1$ -$ The ,usiness partner is replicate" to the CRM s1stem$ /$ The account group is assigne" to the classiication Custo%er =ith grouping R==1$ !rouping R==1 is assigne" to num,er range R1 that is i"entical to the ERP num,er range =1$ The ERP customer that is replicate" to the CRM s1stem automaticall1 is create" =ith classiication Custo%er an" gets the same num,er ,ecause e9ternal num,er assignment is chosen or the CRM num,er range$

denti)ying Relevant ERP 0cco&nt ro&$" 8S0P ERP9 !"e In the ERP s1stem anal1&e the relevant account groups an" their assigne" num,er ranges$ I"enti1 the account groups that 1ou are using =hen creating ,usiness partners in the ERP s1stem$


O : ,= 'ogistics  0eneral à (usiness Partner à Custo%ers à Control à Define +ccount 0roups and 5ield Selection for Custo%ers

*$ Select 1our relevant customer groups$ -$ Choose Details 526$ /$ An overvie= ta,le o the num,er ranges appears$

Select the iel" Num,er range an" choose
0/c r$

?o. R ange

nt/Et

#

E9t

)$ Note "o=n the account group inormation

Page ** o .)

(e)ining ?&*er Range" )or CRM %&"ine"" Partner" 89 8S0P CRM9 !"e

,ran"action code %!C7 S0P CRM M en& Cross+pplication Co%ponents à S+P (usiness Partner à (usiness Partner à (asic Settings à u%ber Ranges and 0roupings à Define u%ber Ranges *$ Choose C/ange inter,als$

num,er range$ /$ Choose the E9t lag or the num,er range$

?&*er Range #

nt/Et E9t


(e)ining CRM %&"ine"" Partner" ro&$ing" 8S0P CRM9 !"e

,ran"action code SPRO S0P CRM M en& Cross+pplication Co%ponents à S+P (usiness Partner à (usiness Partner à (asic Settings à u%ber Ranges and 0roupings à Define 0rouping and +ssign u%ber Ranges *$ Choose e3 Entries 5&6$

Create a grouping or each num,er range interval create" in the activit1 +eining Num,er Ranges or CRM 8usiness Partners$ -$ Enter the ollo=ing values@

ro&$ing

(e"cri$tion - +irect Customers 2 -##6 Springs

?&*er Range

nt/Et

#

E9t

Page *- o .)


Ma$$ing ERP 0cco&nt ro&$" to CRM Cla""i)ication" 8S0P ERP9 !"e
Customer

•

Consumer@ Organi&ation

•

Consumer@ Person

•

Sales Prospect

•

Competitor

Proced&re #$ Access the activit1 using the ollo=ing navigation option@

S0P ERP ,ran"action code

P(E

Account !roup

-##6

Account !roup +escription Ph2 PPL +ir "omestic customer

Classiication

8

!rouping

IntE9t

-##6

Int


Ma$$ing %&"ine"" Partner Ma"ter (ata )ro CRM to ERP !"e This step is or the ,usiness partner e9change only )ro CRM to ERP$ In the ollo=ing section 1ou perorm all necessar1 steps to get the ,usiness partners rom the CRM into the ERP s1stem$ In or"er to map the ,usiness partner master "ata rom CRM to ERP 1ou have to run the ollo=ing activities@ #$ +eining num,er ranges or CRM ,usiness partners$ *$ +eining CRM ,usiness partner groupings$ -$ Mapping CRM classiications to ERP account groups$

Page */ o .)

(e)ining ?&*er Range" )or CRM %&"ine"" Partner" 8S0P CRM9 !"e

,ran"action code %!C7 S0P CRM M en& Cross+pplication Co%ponents → S+P (usiness Partner → (usiness Partner → (asic Settings → u%ber Ranges and 0roupings → Define u%ber Ranges

*$ Choose C/ange inter,als$

?o. Range

nterval 8)ro9

nterval 8)ro9

#

66-##6666#

66-##65555

-$ Choose Sa,e Ctrl8S6$

(e)ining CRM %&"ine"" Partner" ro&$ing" 8S0P CRM9 !"e The grouping =as create" earlier$ This grouping has to ,e assigne" manuall1 or automaticall1 =hen creating a ,usiness partner$ The ,usiness partner gets a num,er rom the num,er range that is assigne" to the grouping$



SPRO Cross+pplication Co%ponents → S+P (usiness Partner → (usiness Partner→ (asic Settings → u%ber Ranges and 0roupings → Define 0rouping and +ssign u%ber Ranges

*$ Choose e3 Entries 5&6$

Create a grouping or each num,er range interval create" in the activit1 Defining u%ber Ranges for CRM (usiness Partners. -$ Enter the ollo=ing values@

ro&$ing

(e"cri$tion Ph2 PPL +ir "omestic -##6 customer


Page *) o .)

Ma$$ing CRM Cla""i)ication" to ERP 0cco&nt ro&$" 8S0P ERP9 !"e
Proced&re #$ Access the activit1 using the ollo=ing navigation option@ S0P ERP ,ran"action code

P(E

*$ In the "ialog structure choose CRM→R<#; +ssign (P Classification to +ccount 0rp$ -$ Choose e3 entries 5&6. /$ Enter the ma pping accor"ing@ a( Customer Assign the account group that is relevant in the ERP s1stem or customers$ This is also assigne" =hen the ,usiness partner is a""itionall1 classiie" as a prospecti,e custo%er an" a co%petitor in the CRM s1stem$ CRM C la""i)ication Customer '8(

ERP 0cco&nt r o&$ -##6 'Ph2 PPL +ir "omestic customer(


Synchronizing 7ield Setting" )or %&"ine"" Partner" 8S0P ERP9 !"e In or"er to replicate ,usiness partners rom the ERP to the CRM s1stem an" vice versa 1ou have to s1nchroni&e the iel" settings or ,usiness partner i$e$ i a master "ata recor" iel" in the receiving s1stem has the setting Re>uired Entr- an uploa" is onl1 successul i this iel" maintaine" in the master "ata recor" o the sen"ing s1stem$ To avoi" replicating pro,lems the re?uire" entries o the master "ata recor"s have to ,e i"entical$



O : ,= 'ogistics  0eneral 3 (usiness Partners ! Custo%ers ! Control 3 Define +ccount 0roups and 5ield Selection for Custo%er

*$ Choose an account group that is relevant or the mapping$ -$ Choose Details 526$ /$ +ou,le2clic% on the te9t 0eneral data in the screen area 5ield status$ )$ +ou,le2clic% on each o the "ierent entries in the Select 0roup area or e9ample

+ddress$ The correspon"ing iel" list is "ispla1e"$ .$ Repeat these steps or all iel" status areas 'Compan1 co"e "ata Sales "ata($

0cco&nt ro&$ 8#11=9

Mandatory 7ield"

Page *. o .)

!eneral+ata

Name#lastname Postal co"e cit1

Sales"ata

PricingProce"ure Shipping Con"itionsPO+ relevance

0$ Save 1our changes$

Selecting C&"toer" )or Re$lication 8S0P CRM9 Proced&re #$ This step is optional an" has to ,e perorme" in case there are an1 ,usiness partner

'relevant or CRM( availa,le in ERP$ This activit1 =as not nee"e" in current case ,ut "ocumente" or uture reerence$ *$ Access the activit1 using one o the ollo=ing navigation options@

,ran"action c ode S0P CRM !

R#0C1 +rc/itecture and Tec/nolog-

en&

E9c/ange

à

à

Middle3are à Data

Ob?ect Manage%ent

à

(usiness Ob?ects

-$ To set the ilter or the ,usiness o,ject C7STOMERMAIN clic% on the ilter s1m,ol$ /$ !o to the ta, 5ilter Settings$ )$ In the iel" Source Site a%e choose the site source o 1our "ata 'normall1 OLTP($ .$ Ma%e sure that 1ou are in change mo"e$ Choose Displa- @! C/ange Ctrl8516$ 0$ Choose the relevant "ata or 1our ilter settings or e9ample 1ou can speci1 the customer

num,ers or replication$ 4$ Enter the ollo=ing "ata@

,a*le/Str&c 7ield t&re

OP

6ow

Bigh

ncl./Ecl.

FNA#

8T

;put num,er o customer as in FNA# ta,le3

;put num,er o customer as in FNA# ta,le3

Inclusive "eine" setarra1

F7NNR

5$ Choose Sa,e Ctrl8S6 #6$ Choose o to all on the irst "ialog ,o9$ ##$ Choose Continue Enter6 on the secon" "ialog ,o9$$

Re$licating C&"toer" 8S0P CRM9 Proced&re #$ This step is optional an" has to ,e perorme" in case there are an1 ,usiness partner 'relevant or CRM( availa,le in ERP$ This activit1 =as not nee"e" in current case ,ut "ocumente" or uture reerence$

Page *0 o .)

*$ To replicate the customers either as speciie" in the ilter or all cust omers into the CRM s1stem access the activit1 using one o the ollo=ing navigation options@ ,ran"action code S0P CRM ! en&

R#0S +rc/itecture and Tec/nolog- → Middle3are → Data E9c/ange → nitial 'oad → Start

-$ In the 'oad Ob?ect iel" enter C7STOMERAM+$ /$ In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel" enter CRM$ )$ To run the replication choose E9ecute 5:6$ .$ Conirm the ne9t screen message ,1 choosing Continue Enter6$

Monitoring Re$lication Stat&" 8S0P CRM9 Proced&re #$ This step is optional an" has to ,e perorme" in case there are an1 ,usiness partner

'relevant or CRM( availa,le in ERP$ This activit1 =as not nee"e" in current case ,ut "ocumente" or uture reerence$ *$ Access the activit1 using one o the ollo=ing navigation options@

,ran"actionc ode

R#0M1

S0P CRM ! en&

+rc/itecture Tec/nologMiddle3are E9c/ange àand nitial 'oad à Monitor Ob?ects

à

à

Data

-$ In the Ob?ect a%e iel" enter the "o=nloa"e" o,ject to get the "o=nloa" status o this

o,ject$ Bou can also ma%e no entr1 to get the status o all "o=nloa"e" o,jects$ /$ Choose E9ecute 5:6$ )$ The replication is complete i all o,jects have the status Done$

Chec2ing %&"ine"" Partner" 8S0P CRM9 PrereA&i"ite" In the ,usiness partner maintenance o the CRM s1stem ma%e sure that the ,usiness partner has a correspon"ing entr1 in the Sales +rea o the sales "istri,ution an" invoicing "ata$



Master Data  Accounts

*$ Enter the Account I+ o 1our ,usiness partner in the Searc/ Criteria iel" +ccount D is$ -$ In Searc/ Criteria iel" Role choose the Role Soldto$ /$ In the area vie= Result 'ist "ou,le2clic% on the ,usiness partner a%e. )$ Then scroll "o=n to the vie= area Sales +rea Data. This vie= area might ,e hi""en$ It can

,e a""e" ,1 choosing Personalize in this Account ie=.

Monitoring Re$lication Stat&" 8S0P CRM9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@

Page *4 o .)

,ran"action code S0P CRM ! en&

R#0M1 +rc/itecture and Tec/nolog- à Middle3are à Data E9c/ange à nitial 'oad à Monitor Ob?ects

*$ In the Ob?ect a%e iel" enter C7STOMERARE' to get the "o=nloa" status o this o,ject$

Bou can also ma%e no entr1 to get the status o all "o=nloa"e" o,jects$

Re"< The replication is complete i all o,jects have the status Done.

Chec2ing Co$letene"" o) Re$lication 8S0P CRM9 Proced&re To chec% the completeness o the contact person replication carr1 out these steps@ #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action code SE1 S0P CRM ! en& +rc/itecture and Tec/nologO,er,ie3 à Data (ro3ser

à

+(+P Bor$benc/

à

*$ Enter (7T=&= in the iel" Table a%e$ -$ Choose Table Contents Enter6$ /$ Compare the num,er o entries =ith the Relationship Categor1 value (7R==1 Contact Person Rel.s/ip =ith the num,er o entries in the ERP ta,le FNF$ The num,er o entries shoul" ,e i"entical$ Please note that all contact persons or =hich the correspon"ing ,usiness partner isn ’t availa,le in the CRM s1stem are not replicate" i$e$ 1ou have to set a ilter in the ta,les =hich is i"entical =ith the ilter use" or the "o=nloa" o customers$

Re$licating Material" !"e The ollo=ing activities are re?uire" to replicate the pro"uct settings to the CRM s1stem@ •

Chec%ing Material

• •

+eining Item Categor1 !roups Selecting Materials or Replication

•

Replicating Materials

•

Monitoring Replication Status

Chec2ing Material 8S0P ERP9 !"e In this step 1ou chec% =hether the material master that 1ou =ant to sell in 1our CRM s1stem is in the correspon"ing sales area in the ERP s1stem$

Proced&re Access the activit1 using one o the ollo=ing navigation options@

Page *5 o .)

,ran"action code S0P ERP ! en&

MM=# 'ogistics à Materials Manage%ent à Material Master à Material à Displa- à Displa- Current

(e)ining te Category ro&$" !"e The item categories o the ERP ,ac% en" have to ,e create" in the same =a1 in the CRM s1stem$

Chec2ing te Category ro&$" 8S0P ERP9 Proced&re #$ Access the activit1 using the ollo=ing navigation options@


SPRO Sales and Distribution à Sales à Sales Docu%ents à Sales Docu%ent te% à Define te% Categor0roups

*$ All the item categor1 groups are to ,e copie" =hich are there in ERP$

Co$ying te Category ro&$" 8S0P CRM9 Proced&re To create the item categor1 groups in the CRM s1stem carr1 out these steps@ #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code S0P CRM M en&

SPRO Custo%er Relations/ip Manage%ent à Transactions à (asic Settings à Define te% Categor- 0roup

*$ On the te% Categor- 0roup screen choose e3 Entries 5&6$ -$ Paste the relevant item categor1 groups o the ERP ,ac% en"$ /$ Choose Sa,e Ctrl8S6.

Selecting Material" )or Re$lication 8S0P CRM9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@

,ran"actionc ode S0P CRM ! en&

R#0C1 +rc/itecture and Tec/nolog- à Middle3are à Data E9c/ange à Ob?ect Manage%ent à (usiness Ob?ects

*$ Set the ilter or the ,u siness o,ject MATERIAL ,1 clic%ing on the ilter s1m,ol$ -$ Ma%e sure that 1ou are in change mo"e$ Choose Displa- @! C/ange Ctrl8516$ /$ In the iel" Source Site a%e choose OLTP$ )$ Speci1 the material num,ers or replication or e9ample ,1 selecting ta,le MARA an" iel" MATNR$ .$ Enter the ollo=ing "ata@

Page -6 o .)

,a*le/Str&ct&re MARA

7ield MATNR

OP E>

6ow ;Lo= num,er3

Bigh

ncl./Ecl. Inclusive "eine" setarra1

0$ Choose Sa,e Ctrl8S6$ 4$ Choose o to all on the irst "ialog ,o9$ 5$ Choose Continue Enter6 on the secon" "ialog ,o9$ #6$ Choose 5ilter S-nc. ##$ Choose Continue Enter6 on the "ialog ,o9$ I 1ou speci1 ilter criteria an" enter values into numeric iel"s to narro= the range o o,jects to ,e "o=nloa"e" ma%e sure 1ou a"" lea"ing &eros to the value until the ull length o the ERP "ata,ase ta,le iel" is reache"$ Material num,er MARA$MATNR re?uires #4 "igits '6666666666#66666/6($ The material num,er must have the same ormat as in the ERP s1stem chec% "ata,ase entries =ith transaction co"e SE#0$

Re$licating Material" 8S0P CRM9 Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


R#0S +rc/itecture and Tec/nolog- à Middle3are E9c/ange à nitial 'oad à Start

à

Data

*$ In the 'oad Ob?ect iel" enter M+TER+'$ -$ In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel" enter CRM$ /$ To run the replication choose E9ecute 5:6$


,ran"action c ode S0P CRM ! en&


*$ In the Ob?ect a%e iel" enter the "o=nloa"e" o,ject to get the "o=nloa" status o this

o,ject$ Bou can also ma%e no entr1 to get the status o all "o=nloa"e" o,jects$

Re"< The replication is complete i all o,jects have the status Done.

Page -# o .)

In case o pro,lems "uring replication call transaction SMBP 'Mi""le=are Portal( an" search or error states in the area Runti%e nfor%ation$

Chec2ing Material" 8S0P CRM9 PrereA&i"ite" In the pro"uct maintenance o the CRM s1stem ma%e sure that the pro"uct has entries or Sales an" +istri,ution$



Master Data  Products

*$ Enter the Product D o one o 1our replicate" pro"ucts rom ERP to CRM$ -$ Choose a pro"uct in the Result 'ist vie= area an" chec% the iel"s in the vie= areas

Product Details Categories or completeness$

Re$licating Condition" This chapter "escri,es the Initial Loa" o Con"ition Customi&ing +ata an" Con"ition Master +ata or speciic pricing proce"ures$ hen using SAP 8est Practices or CRM the sales or"er processing '?uotation sales or"er( ta%es place in the ERP s1stem onl1$

Creating Pricing Proced&re" !"e In or"er to replicate con"ition customi&ing "ata an" con"ition master "ata 1ou have to ma%e sure that the ollo=ing activities creating t=o ne= customer pricing proce"ures have ,een e9ecute" in ERP$



SPRO Sales and Distribution à (asic 5unctions à Pricing Pricing Control à Define +nd +ssign Pricing Procedures

à

*$ Choose Maintain pricing procedures$ -$ Choose e3 Entries 5&6 and create the ne= pricing proce"ure ZOCLPR CRM Pricing

Procedure PP'. /$ Choose Enter. )$ Select the ne=l1 create" pricing proce"ure an" choose Control data in the let2han" +ialog

Structure$ .$ Choose e3 entries 5&6 an" create pricing proce"ure as ,elo=@

Lev el

Co un

Usa ge

Con. Type

Fro m

To

Manu al

Subto tal

Calculat ion Formul

Base Form ula

Con.

Page -* o .)

a 30

0

PR

ZPPL

X

45

0

PR

ZCAR

30

2

100

0

PR

ZAGV

30

102

0

PR

ZPSD

104

0

PR

ZPRC

106

0

PRZ

108

0

PR

ZOPV

110

0

PR

ZPCH

112

0

PR

ZPMC

X

2

900

0

PR

YEST

30

X

10

920

0

PR

YES1

900

X

950

0

PR

YES2

900

X

140

0

PR

ZBRO

X

2

X

2

45

X

PEC

X 100

2 2

X X

2 2

2

0$ Choose Sa,e Ctrl8S6$ 4$ Save 1our entries an" select a customi&ing re?uest i re?uire"$

Re"< Pricing proce"ure OC'PR =ill ,e use" or the scenario Opportunit- Manage%ent $

Re$licating Condition" 8S0P CRM9 !"e The initial loa" o the con"ition customi&ing o,ject is perorme" ,eore the initial loa" o the con"ition master "ata o,jects an" ater the initial loa" o ,usiness partner master "ata an" material master "ata has ,een perorme"$

Please see SAP note /4/60- or inormation a,out cross2client an" client2speciic customi&ing ta,les$

Selecting Condition C&"toizing )or Re$licati on 8S0P CRM9 !"e An important prere?uisite to the successul initial "o=nloa" o con"ition customi&ing is that all the necessar1 ilter settings are in place$ ithout using a ilter all customi&ing o,jects i$e$ pricing proce"ures etc$ are replicate"$ This activit1 =as perorme" using "o=nloa" o,ject +NLC7STCN+ALL$
Page -- o .)


,ran"action code S0P CRM en&

R-AC) +rc/itecture and Tec/nolog- → Middle3are → Data E9c/ange → Ob?ect Manage%ent → Condition Ob?ects

*$ Choose Create in the change mo"e$ -$ B+NLC7STCN+ALL( I 1ou =ant to create a ne= con"ition customi&ing "o=nloa" o,ject choose Create Ob?ect. Ma%e sure that 1ou'e$g$ enter e9actl1 the same

inormation or the ne= o,ject as 1ou have or +NLC7STCN+ALL$ /$ Save 1our entries$ )$ The ollo=ing ta,le can ,e use" as an orientation or "eining ta,le ilter settings =ithin the

ne=l1 create" "o=nloa" o,ject$ Accor"ing to 1our speciic "ata some settings ma1 have to ,e a"apte"$ ,a*le MNTCNT T.4#

T.4#T

T.4#E

T.4*T.4*IT.4*TT.4*G

T.4*

T.4- T.4-S T.4-7 T.4-T

T.4/ T.4/! T.4/T T.4/S

T.4 )T.4)A T.4)TT.4)G

7ilte"retting" Not nee"e"$ 7sing iel" O,0% enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o=nloa" to the CRM s1stem$ 7sing iel" ta,les O,0%?R enter those t1pes con"ition accesse" ,1onl1 con"ition rom the pricing proce"ures that 1ou are going to "o=nloa" to the CRM s1stem$ Also restrict the 'anguage $e- to E using iel" SPR0S an" the 7sage of t/e condition table to 0 using iel" :E@E$ 7sing iel"s O,0%?R enter onl1 those con"ition ta,les accesse" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o=nloa" to the CRM s1stem$ Also restrict the 7sage of t/e condition table to 0 using iel" :E@E$ 7singiel" OD7 enter onl1 those access se?uences use" ,1 con"ition t1pes rom the pricing proce"ures that 1ou are going to "o=nloa" to the CRM s1stem$ Itisrecommen"e"that1ousetilterson iel"s FEE an" FAPPL restricting "o=nloa" onl1 to 7sage A Pricing an" Applications  Sales+istri,ution$ Set a ilter on the iel" FALSM speci1ing onl1 those pricing proce"ures 1ou =ant to use in the CRM s1stem$ It is recommen"e" that 1ou also set ilters on iel"s FEE an" FAPPL restricting "o=nloa" onl1 to 7sage A Pricing an" Applications  Sales+istri,ution Speci1 ilter settings onl1 i 1ou use con"ition e9clusion groups in 1our pricing proce"ures that 1ou are "o=nloa"ing to the CRM s1stem$ Other=ise "eactivate these ta,les$ 7sing iel" SCB6 enter onl1 those con"ition t1pes =hich 1ou use in the pricing

Page -/ o .)

proce"ures that 1ou are going to "o=nloa" to the CRM s1stem$ It is recommen"e" that 1ou also set ilters on iel"s FEE an" FAPPL restricting "o=nloa" onl1 to 7sage A Pricing an" Applications  Sales+istri,ution Boucanleavetheseta,les=ithoutilter settings$ 7sing iel" S,R! onl1 enter those con"ition

T.4.ET.4.< TMC#

ta,les =hich accesse" ,1 con"ition t1pes rom theare pricing proce"ures that 1ou are going to "o=nloa" to the CRM s1stem$ Boucanleavetheseta,les=ithoutilter settings$

TMC#+

.$
rom the ERP s1stem to the CRM s1stem@ a simpliie" pricing proce"ure or CRM Opportunit1 Management 'B6666#( an" a pricing proce"ure or Service Or"er Management ;PP Sales3 i"entiie" in section Deter%ine ERP Sales Pricing Procedure. In or"er to restrict the "o=nloa" at least on the level o pricing proce"ures 1ou can a"" the ollo=ing ilters to the T.4- ta,les in the ne= "o=nloa" o,ject B+NLC7STCN+ALL an" %eep all other ilters unchange"@ ,a*le

7ield

O$erator

T.4T.4T.4-S T.4-S T.4-T T.4-T T.4-7 T.4-7

FALSM FALSM FALSM FALSM FALSM FALSM FALSM FALSM

E>E?ualit1 E> E?ualit1'K 'KLo=( Lo=( E>E?ualit1'KLo=( E>E?ualit1'KLo=( E>E?ualit1'KLo=( E>E?ualit1'KLo=( E>E?ualit1'KLo=( E>E?ualit1'KLo=(

:al&e B6666# ;PPSales3 B6666# ;PPSales3 B6666# ;PPSales3 B6666# ;PPSales3

0$ Choose Sa,e Ctrl8S6$

Re$lication o) Condition O*+ect" !"e The this,ac%2en" tas% is to s1stem replicate customi&ing an" the con"ition master "ata purpose rom theo ERP tothe thecon"ition CRM s1stem$ #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action code S0P CRM ! en&

R#0S +rc/itecture and Tec/nolog- àMiddle3are à Data E9c/ange à nitial 'oad à Start

*$ Select the ne= "o=nloa" o,ject D'AC7STACD+'' if created ne36 or the o,jects

D'AC7STAPRC an" D'AC7STACDAPR( or D'AC7STACD+'' or the con"ition customi&ing "ata$ -$ In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel"

enter CRM$ /$ To run the replication choose E9ecute 5:6$ )$ In the Source Site Sender6 iel" enter O'TP an" in the Destination Site Recei,er6 iel"

enter CRM$ .$ To run the replication choose E9ecute 5:6$

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*$ In the Ob?ect a%e iel" enter the "o=nloa"e" o,ject to get the "o=nloa" status o this

o,ject$ Bou can also ma%e no entr1 to get the status o all "o=nloa"e" o,jects$

Re"< The replication is complete i all o,jects have the status Done. In case o pro,lems "uring replication call transaction SMP 'Mi""le=are Portal( an" search or error states in the area Runti%e nfor%ation$

Chec2ing Co$letene"" o) Re$lication 8S0P CRM9 Proced&re #$ Access the activit1 using the ollo=ing navigation option@

,ran"action c ode

C?(M0P6O(SP60F

*$ Enter CON+EDC:AN!E in the Ob?ect iel" an" CON+ITIONS in the Subob?ect iel"$ -$ Chec% the log ile or errors$

Bou can also compare the content o the ERP con"ition ta,les =ith the correspon"ing CRM con"ition ta,les$ The CRM con"ition ta,les have the prei9 CNCCRMPRSAPDBG =here DBG is the num,er o the ERP con"ition ta,le e$g$ the ERP ta,le A-6/ is mappe" to the CRM ta,le CNCCRMPRSAP-6/$

(i"$laying Condition ,y$e" in Prod&ct Condition" 8S0P CRM9 !"e The purpose o this tas% is to ma%e 1our "o=nloa"e" ERP con"ition t1pes 'or e9ample PR66( visi,le in the CRM pro"uct con"itions$ The ollo=ing steps are "escri,e" or con"ition t1pe PR66 as an e9ample$


,ran"action code SPRO S0P CRM M en& Custo%er Relations/ip Manage%ent à Master Data à Conditions and Condition Tec/ni>ue à Condition Tec/ni>ue; (asics à Create Maintenance 0roup *$ Select the group PRO+7CTCRM 'Pro"uct sales prices($ -$ +ou,le2clic% on ol"er Condition Maintenance 0roup; Detail $ /$ No= 1ou can see the permitte" con"itions an" ta,les "ispla1e" in the pro"uct con"itions$ )$ Note the highest use" counter$ .$ Choose e3 Entries$ 0$ Ma%e the ollo=ing - entries or the con"ition ta,les SAP66/ SAP-)6 an" SAP-6/@

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Co&nter

Ne9t unuse" Counter

0$$l. Cla"" !"age Condition ,a*le

CRM PR 7se the con"ition ta,le 1ou are using or 1our con"ition SAP66/ SAP-)6 an" SAP-6/$ In this case GPPL GCAR GA! BEST BES* G8RO GPS+ GPRC GPEC GOP GPC: GPMC ;As applica,le or the respective con"ition t1pe3

Cond. ,y$e (e"cri$tion

4$ Choose Enter an" "isregar" the =arning$ 5$ Save 'Ctrl  S( 1our settings$ #6$ Chec% the log or errors$

Re"< The "o=nloa"e" con"itions are no= visi,le in the CRM pro"uct con"itions$

Chec2ing (ata ntegrity o) Re$lication !"e The +ata Integrit1 Manager allo=s to compare customi&ing an" master "ata ,et=een s1stems 'in this case ,et=een CRM an" ERP($ Either :ea"er Compare 'O,ject e9ists in ,oth s1stems( or +etail Compare 'comparison on iel" level( can ,e e9ecute"$ In the ollo=ing the compare or the replicate" master "ata o,jects customer contacts an" pro"ucts =ill ,e "escri,e"$


,ran"actionc ode S0P CRM ! en&

S(M0 +rc/itecture and Tec/nolog-  Middle3are  Data E9c/ange  S-nc/ronization à Data ntegritManager

*$ Choose e3 DM+ nstance$ -$ Choose Continue. /$ Enter a +IMa Instance "escription e$g$ GC7STOMER an" a +IMa O,ject e$g$

C7STOMER an" choose Continue$ )$ Chec% =hether the R
Mo"e +ll 5ilters$ .$ Choose Continue$ 0$ Set a ilter =hich correspon"s to the ilter 1ou have use" or the "o=nloa" o the o,ject

e$g$ customer num,er range ,1 choosing +ppend Ro3 $ +eine the ilter ,1 using a com,ination o ta,le iel" an" range e$g$ FNA# F7NNR 8T 6666#66666 – 6666#55555$ 4$ Choose Continue. 5$ Choose Co%plete. #6$ Choose DMa ! Start Co%pare to run a comparison on hea"er level$ ##$ Choose DMa ! Start Detail Co%pare to run a comparison on iel" level$ #*$ Choose Refres/ to up"ate the status 'traic light( o the +IMa instance$

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#-$ In the Results of DM+ nstance list the ollo=ing inormation is provi"e"@ •

E9istence o o,jects in CRM an" ERP

•

+ierences ,et=een o,jects

#/$ Choose S/o3 5irst Message to "ispla1 "ata inconsistenc1 messages$ #)$ Correct relevant master "ata inconsistencies ,1 maintaining the relevant master "ata to

trigger a "elta "o=nloa" o master "ata ,et=een ERP an" CRM$ #.$ Repeat these steps or +IMa o,jects CONTACTS an" MATERIAL$

O*+ect Manageent Changing %loc2 Size !"e The ,loc% si&e speciies the num,er o o,ject instances that =ill ,e selecte" an" or=ar"e" in a single operation$ The ,loc% si&e is set ,1 the s1stem$ The "eault value onl1 has to ,e change" i there are pro,lems 'or e9ample memor1 overlo= =hen ma%ing selection in the ERP s1stem($




*$ On the Ob?ect O,er,ie3 screen select the o,ject or =hich the ,loc% si&e shoul" ,e

change" an" choose 5ilters$ -$ Choose Displa- à C/ange Ctrl 8 526. /$ Change the entr1 in the iel" (loc$ Size$ )$ Save 'Ctrl  S( 1our entries$

(e)ining 7ilter" )or O*+ect" !"e 7n"er 5ilter Settings 1ou can set ilters or a ,usiness o,ject$



*$ Select a ,usiness o,ject an" choose Details$

Page -4 o .)

-$ Choose 5ilter Settings. /$ Enter the "ata or the ollo=ing iel"s@

7ield Source site

Ta,le
:I!: Incl$E9cl$

Inactive

Proced&re 7se the input help to select the site 1ou =ant to set the ilter criteria or$
)$ Save 'Ctrl  S( 1our entries$

The 0enerate 5ilter push,utton locate" ,elo= the menu is onl1 use" or regenerating ilter mo"ules or selecte" o,jects an" shoul" onl1 ,e use" in e9ceptional cases$ •

The iel"s or iltering are availa,le pre"eine" or the o,jects$ Bou =ill in" the values allo=e" or each o,ject =hen 1ou ma%e 1our selection$

•

Some o,jects are "elivere" =ith pre"eine" ilters$ SAP recommen"s that 1ou "o not change or "elete$ I necessar1 1ou shoul" "eine ne= ilters$ The purpose o ilters is to re"uce the si&e o the "ataset transerre"$ Bou can in" the pre"eine" ilters in the change unctions o the A"apter
•

$roving Per)orance d&ring Re$lication !"e The initial "o=nloa" o o,jects such as the material master "ata can lea" to perormance pro,lems$

Proced&re In or"er to improve perormance appl1 SAP Note -)6#0.$

Monitoring and Error 0naly"i" )or Re$lication Several tools or monitoring can ,e use" to chec% the status o the replication$

Page -5 o .)

Monitoring Download Status

!"e The list Monitor Ob?ects sho=s the current "o=nloa" status 'Running Bait Done( or previousl1 selecte" o,jects$



R#0M1 +rc/itecture and Tec/nolog- à Middle3are à Monitoring à Data E9c/ange à Monitor Ob?ects

*$ Enter either an o,ject name or an o,ject name area or use the
Leave the selection empt1 i 1ou =ant to "ispla1 all o,jects$ -$ 7n"er +dditional Selection Criteria 1ou can select ,1 the current status@ +bort Baiting

Running or Done. /$ Choose E9ecute$ )$ On the Monitor Do3nload Ob?ects screen 1ou get the ollo=ing inormation that gives 1ou

hints a,out the correctness o the "o=nloa" or each o,ject$ 7ield Chec%,o9

:al&e Set the in"icator to select a transer o,ject or urther

Status

processing$ The ollo=ing values are possi,le@

O,jectname P 'Parent( +ate Time 8loc% No$

Attempt Source Site +estination

•

Re" '=aiting( i$e$ not 1et starte" or a,orte"

•

Bello= 'Running(

•

!reen 'Done(

I this in"icator is set there is a superor"inate o,ject in the transer$ +ateo the lasttranser,loc%$ Start time o the last transer ,loc%$ The ,loc% num,er in"icates ho= man1 ,loc%s have alrea"1 ,een "o=nloa"e"$ I or e9ample the ,loc% si&e has ,een set to #66 then ,loc% num,er #) means that #)66 o,jects have alrea"1 ,een poste" on the CRM Server "ata,ase$ This iel" sho=s the num,er o attempte" transers$ Speciication o the R
.$ I an o,ject =ill not start 're" light an" status K Baiting( chec% i the o,ject is "epen"ent

'iel" Subob?ect($ Onl1 i the parent o,ject has ,een loa"e" successull1 can "epen"ent o,jects ,e starte" e$g$ Material can onl1 ,e "o=nloa"e" once Custo%er has ,een "o=nloa"e" since there are materials "epen"ent on customers$ 0$ I an o,ject has not change" in the Monitor or a long time 'e$g$ no increase in ,loc%

num,ers or the last ive minutes( ascertain the reason irst an" then tr1 to "o=nloa" the o,ject again$ In this case 1ou shoul" run the ollo=ing activities to "etect the error$

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Monitoring O&t*o&nd G&e&e Proced&re #$ This is use" in cases =hen the ?ueues are stuc% in replication$ ith this 1ou can i"enti1

the ?ueues an" "o the "e,ugging or those$ *$ Access the activit1 using one o the ollo=ing navigation options@


SMG1 +rc/itecture and Tec/nolog- à Middle3are à Monitoring à ueues à Displa- Outbound R5C ueues

-$ To "ispla1 a list o the ?ueues enter the client ?ueue name 'or e9ample ( an" the ?ueue

"estination 'or e9ample ($ /$ Choose E9ecute$ )$ To "ispla1 the status select the ?ueue an" choose Displa- selection '<0($ .$ Call a speciic out,oun" ?ueue select it an" choose Displa- Selection 5)6$ 0$ To "ispla1 "etails on a ?ueue "ou,le2clic% the iel" ueue na%e$ 4$ I the ?ueue =as stoppe" ,ecause o capacit1 overloa" use <. to restart the ?ueue$ 5$ I a secon" start o the ?ueue is not successul call the short "ump anal1sis in the CRM

s1stem$

Monitoring n*o&nd G&e&e Proced&re #$ This is use" in cases =hen the ?ueues are stuc% in replication$ ith this 1ou can i"enti1

the ?ueues an" "o the "e,ugging or those$ *$ To vie= the in,oun" ?ueues in the CRM s1stem an" their status choose one o the

ollo=ing navigation options@ ,ran"action code S0P CRM ! en&

SMG +rc/itecture and Tec/nolog- à Middle3are à Monitoring à ueues à Displa- nbound R5C ueues

-$ Enter the client an" the ?ueue name 'or e9ample ($ /$ Choose E9ecute$ )$ To "ispla1 the status select the ?ueue an" choose Displa- selection '<0($ .$ hen 1ou "ou,le2clic% the iel" Status a""itional "etaile" inormation is generate"$ 0$ To "ispla1 "etails on a ?ueue "ou,le2clic% the ueue na%e iel"$ 4$ On the ?ueue "etails screen a re" entr1 in the iel" Status in"icates an error$ 5$ I the ?ueue has status STOP this is a Customi&ing pro,lem in the CRM application$ #6$ hen 1ou "ou,le2clic% on the status iel" entr1 "etaile" inormation is "ispla1e"$

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0nalyzing %(oc Me""age" !"e 81 anal1&ing the 8+oc messages 1ou get inormation a,out incorrect settings in the CRM s1stem that inluences the replication$



SM@=1 +rc/itecture and Tec/nologMonitoring à Message 5lo3 Messages

à à

Middle3are à Displa- (Doc

*$ Speci1 "ate an" time o the relevant perio" o time$ -$ Choose E9ecute$ /$ 8+OC messages =ith status ,eginning =ith E 're" traic light( nee" manual correction

an" retr1$ )$ Select the message an" choose Errors$ .$ :ere 1ou in" notes regar"ing CRM setting pro,lems$

Chec2ing ,ran"actional R7C ReA&e"t"

Proced&re #$ Access the activit1 using the ollo=ing navigation option@

,ran"action code

SM53

*$ On the initial screen Transactional R5C speci1 "ates or the "ispla1 perio"$ -$
0nalyzing 0%0P (&$" Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


S ,  +rc/itecture and Tec/nolog- à Middle3are à Monitoring à Perfor%ance à E9ceptions<7sers à E9ceptions à +(+P Runti%e Errors

*$ Speci1 the perio" 'to"a1 1ester"a1($ -$ Choose Displa- list '<4($ /$ To "ispla1 the A8AP short "ump "escription select one o the short "umps an" choose

Du%p anal-sis '<*($

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Re"tart Re$lication !"e Ater "etecting an" solving the replication error 1ou have to restart the replication$ There are no restrictions or repeating "ata transers rom ERP to CRM$

Proced&re In or"er to restart the replication 1ou have to run the ollo=ing steps@ #$ Canceling "o=nloa" o o,jects in transaction R-AM#. *$ +eleting out,oun" ?ueue in transaction SM>#$ -$ +eleting in,oun" ?ueue in transaction SM>*$ /$ Restart "o=nloa" using transaction R-AS$

Cancelling (ownload o) O*+ect" Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


R#0M1 +rc/itecture and Tec/nolog- à Middle3are à Monitoring à Data E9c/ange à Monitor Ob?ects

*$ Enter either an o,ject name or an o,ject name area or use the
Leave the selection empt1 i 1ou =ant to "ispla1 all o,jects$ -$ 7n"er +dditional Selection Criteria 1ou can select the status@ Baiting an" Running. /$ Choose E9ecute$ )$ On the Monitor Do3nload Ob?ects screen select the o,jects 1ou =ant to cancel or

"o=nloa"$ .$ Choose the Cancel s1m,ol$

(eleting O&t*o&nd G&e&e Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@


SMG1 +rc/itecture and Tec/nolog- à Middle3are à Monitoring à ueues à Displa- Outbound R5C ueues

*$ To "ispla1 a list o the ?ueues enter the client ?ueue name 'or e9ample ( an" the ?ueue

"estination 'or e9ample ($ -$ Choose E9ecute$ /$ To "elete an out,oun" ?ueue select the ?ueue an" choose Delete selected ob?ects.

(eleting n*o&nd G&e&e Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@

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SMG +rc/itecture and Tec/nolog- à Middle3are à Monitoring à ueues à Displa- nbound R5C ueues

*$ To "ispla1 a list o the ?ueues enter a ?ueue name 'or e9ample ($ -$ Choose E9ecute$ /$ To "elete an in,oun" ?ueue select the ?ueue an" choose Delete selected ob?ects.

Chec2ing (elta Re$lication Event" !"e

,ran"action code S0P ERP ! en&

SE1  Tools à +(+P Bor$benc/ (ro3ser

à

O,er,ie3

à

Data

*$ In the ta,le name iel" enter T8E-#$ -$ Choose Table Contents Enter6. /$ Choose E9ecute 5:6. )$ Chec% the column 57CT or the relevant entries$
is@ 0PP6 7!?C, 8C2MI+ CRSSALESCOLLECT+ATA I this entr1 is in the ta,le the "elta replication or sales "ocuments is s=itche" on$ In case 1ou nee" to activate the "elta events manuall1 run the ollo=ing activit1 in the CRM s1stem@ ,ran"action code R#0C4 S0P CRM ! en& +rc/itecture F Tec/nolog-  Middle3are à Data E9c/ange à Delta 'oad à Set 7p Delta 'oad #$ Choose Displa-



C/ange in or"er to s=itch to change mo"e$

*$ Choose e3 Entries. -$ Enter the relevant o,ject class in iel" Ob?ect Class an" the R
s1stem in the iel" Destination$ /$ Save 1our entries$

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# Con)ig&ration "etting" )or Mar2eting a"ter (ata P&r$o"e This coniguration gui"e provi"es the inormation 1ou nee" to set up the lean campaign management$

(e)ining O*+ective" !"e In this activit1 1ou can "eine o,jectives or campaigns an" campaign elements$ The o,jective is an optional criterion 'together =ith the campaign t1pe an" priorit1 or e9ample( ,1 =hich evaluations o the success o a campaign can as =ell ,e run in the 8usiness Inormation arehouse$


SPRO


Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → (asic Data

→

Define Ob?ecti,es

*$ In the CRM Mar$eting Planning; Ob?ecti,es vie= maintain the ollo=ing "ata@ O*+ective

(e"cri$tion 8E?9

G66*

Customer Ac?uisition

G66-

8ran"A=areness

G66/ G66)

Increase consumer a=areness Customer Retention

G66.

Pro"uctInormation

G660

Lea"!eneration

Re"< Ne= o,jectives or campaigns an" campaign elements have ,een "eine"$

(e)ining ,actic" !"e In this activit1 1ou "eine the tactics or campaigns an" campaign elements $


Page /) o .)

,ran"action code

SPRO


Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → (asic Data → Define Tactics

*$ In the CRM Mar$eting Planning; Tactics vie= maintain the ollo=ing "ata@ (e"cri$tion 8E?9

,actic

Multiple strategies Pro"uct Presentation

G66* G66G66/

Tra"eSho=

Re"< Ne= tactics or campaigns an" campaign elements or tra"e promotions an" tra"e promotion elements have ,een "eine"$

(e)ining Ca$aign ,y$e"/O*+ective"/,actic" !"e Campaign t1pes are a eature in the Mar%eting Planner an" are use" to help categori&e in"ivi"ual campaigns or tra"e promotions 'or e9ample telephone or e2mail campaigns($ The campaign t1pe is one o the attri,utes o a campaign =hich can ,e use" to compare the success rate o "ierent campaigns$ There are no restrictions to the num,er or categor1 o campaign t1pes 1ou ma1 "eine$

Proce"ure #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code

SPRO


Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → (asic Data → Define T-pes
*$ Choose e3 Entries@ 7ieldnae

!"eractionandval&e"

T1pe

G66* Pro"uct Promotion

'+escription( Categor1

Campaign

-$ Save 1our entries$ /$ Select the ne=l1 create" campaign t1pe G66* an" assign the ollo=ing com,ination o o,jectives an" tactics to this t1pe on the vie=s T-pes < Ob?ecti,es an" T-pes < Ob?ecti,es < Tactics @ Ca$aign ,y$e

O*+ective

(e"cri$tion

,actic

(e"cri$tion

G66*

G66*

Customer Ac?uisition

G66-

Pro"uct Presentation

Page /. o .)

G66*

G66*

Customer Ac?uisition 8ran" A=areness

G66*

G66-

G66*

G66-

G66*

G66/

G66*

G66/

G66*

G66)

G66*

G66)

G66*

G66.


G66-

G66*

G66.


G66/

G66*

G660

Lea"!eneration

G66-

G66*

G660

Lea"!eneration

G66/

G66/ G66-

8ran"A=areness G66/ Increase consumer G66a=areness Increase consumer G66/ a=areness Customer Retention Customer Retention

Tra"e Sho= Pro"uct Presentation Tra"eSho= Pro"uct Presentation Tra"e Sho=

G66-

Pro"uct Presentation

G66/

Tra"e Sho= Pro"uct Presentation Tra"eSho= Pro"uct Presentation Tra"eSho=

Re"< A ne= campaign t1pe has ,een create" an" maintaine" or Mar%eting Plans$

Maintaining Sender 0ddre""e" )or E-Mail !"e In this activit1 1ou enter the e2mail a""ress that is to appear as the senderGs a""ress or the recipients o a mar%eting e2mail$ Bou nee" to ma%e this setting i 1ou are planning an e2mail mar%eting campaign$ In the Mar%eting Planner 1ou enter this a""ress on ta, page C/annels or the mar%eting element to =hich the target group is assigne"$ In a""ition to a sen"er a""ress 1ou can also enter an a""ress that is to appear as the repla""ress in the e2mail$ This ena,les 1ou to speci1 t=o separate a""resses =here nee"e"$

Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code SPRO S0P CRM M en&

Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → Personalized Mail → Maintain Sender +ddresses for EMail

*$ Choose e3 Entries 5&6$ -$ Enter the ollo=ing values or the ne= mail a""ress@ dent

Mail0ddre""

GP:MFT#

inopha"nisgroup$com


Re"< Bou have "eine" the e2mail a""ress that is to appear as the senderGs a""ress or the recipients o a mar%eting e2mail$

Page /0 o .)

(e)ining ,y$e" )or Mar2e ting Pla n !"e ith SAP CRM 0$6 a mar%eting t1pe is re?uire" or the creation o a mar%eting plan$ Bou can also create an" assign o,jectives speciicall1 or a pre"eine" mar%eting t1pe an"or create pairs o o,jectives an" tactics or this mar%eting plan t1pe$ These settings nee" to ,e "eine" un"er Define Ob?ecti,es an" Define Tactics respectivel1$


SPRO


Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → (asic Data → Define T-pes
*$ :ighlight the entr1 ==2 an" choose Cop- +s$ -$ Enter the ol lo=ing "ata an" save 1our entries@ 7ield nae

!"er action and val&e"

T1pe

G66-

+escription

Mar%eting Promotion

Categor1

Mar%etingPlan

/$ Choose cop- all an" save 1our entries$

Re"< A ne= t1pe or a Mar%eting Plan has ,een create"$

Mar2eting Calendar !"e The mar%eting calen"ar is "esigne" to act as a central entr1 point an" to provi"e a =or%ing area that gives 1ou an overvie= o all promotional events =ithin a certain time range provi"ing ,asic inormation such as the name o the promotion status an" time range in the orm o ,ars$ It also allo=s 1ou to create ne= promotions or campaigns ,1 creating a ,ar "irectl1 in the appropriate time range an" to resche"ule an1 o 1our planne" activities ,1 moving or stretching this ,ar$ Bou can also "elete the activit1 or cop1 it else=here$

0""igning ra$hic Pro)ile )or Mar2eting Calendar !"e In this activit1 enter allcalen"ar$ o the graphic proiles that =ish to ma%e user settings or the1ou mar%eting Bou must ma%e an1ou entr1 here ,eoreavaila,le 1ou use in thethe calen"ar$ The proile "eines ho= the calen"ar is "ispla1e" or e9ample the colors shapes an" so on$ Bou can also "eci"e on the color or each campaign t1pe 't1pe vie=( an" or each status 'status vie=( or ever1 graphic proile$

Page /4 o .)

+eault@ There are our stan"ar" graphic proiles@ •

The irst three proiles are color proiles an" use color as the "ierentiating actor$

•

Proiles # an" * use the =hole color palette$

•

The thir" proile "oes not use the color green$

•

The ourth proile uses templates to "ierentiate ,et=een the "ierent graphic elements$


SPRO


Custo%er Relations/ip Manage%ent → Mar$eting → Mar$eting Planning and Ca%paign Manage%ent → Mar$eting Calendar → +ssign 0rap/ic Profile for Mar$eting Calendar

*$ :ighlight the oll o=ing graphic proile@ ra$hic"  (

%ar Pro)ile

#

AllColors2Proile#

-$ In or"er to maintain speciic colors or "ierent campaign t1pes select vie= Ca%paign

T-pes an" assign the colors accor"ingl1 ,1 choosing e3 Entries$ ra$hic"( # #

8Ca$aign9 ,y$e 666# G66*

86ayer9 ,y$e 6#*

Re"< No= 1ou have successull1 assigne" the graphic proiles or the relevant campaign t1pes to the mar%eting calen"ar$

Ca$aign Eec&tion Eternal 6i"t Manageent !"e The ,usiness scenario E9ternal 'ist Manage%ent provi"es 1ou =ith a comprehensive solution to manage 1our e9ternal a""ress lists to ac?uire ne= customers increase mar%et share an" to increase ,ran" a=areness$ It encompasses the complete process o procuring e9ternal a""resses chec%ing an" preparing this "ata to create ,usiness partners an" target groups rom these a""ress recor"s$

(e)ining 6i"t ,y$e !"e In this activit1 1ou "eine the possi,le t1pes o 1our lists$ I the "ata in an a""ress list is rente" the in"icator is set to Rented. Rente" ,usiness partners have to ,e treate" in a speciic =a1 in the s1stem ater uploa" 'or e9ample restricte" use ma1 have to ,e applie"($

Page /5 o .)


SPRO

S0P CRM M en& Custo%er Relations/ip Manage%ent → Mar$eting E9ternal 'ist Manage%ent → Define 'ist T-pe

→

*$ Choose e3 Entries an" maintain the ollo=ing values@ 7ield nae T1pe +escription Rente"

!"er action and val&e" B# Customer Contacts


(e)ining 6i"t Origin !"e In this activit1 1ou "eine the possi,le srcins o 1our lists$ The values that 1ou "eine here are availa,le in the input help or the iel" Origin$

SPRO


Custo%er Relations/ip Manage%ent → Mar$eting E9ternal 'ist Manage%ent → Define 'ist Origin

→

*$ Choose e3 Entries an" maintain the ollo=ing values@ 7ield nae


Origin +escription I+T1pe

B6666# Tra"eSho=

Consumer Prio -$ Save 1our entries$

4 Con)ig&ration "etting" )or CRM 6ead Manageent P&r$o"e This coniguration gui"e provi"es the inormation 1ou nee" to set up the coniguration$

Page )6 o .)

eneral Setting" )or 6ead" (e)ining 6ead Origin" !"e In this activit1 1ou "eine the "ierent srcins that ma1 ,e assigne" to lea"s$

Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action c ode

SPRO

S0P CRM M en& Custo%er Relations/ip Manage%ent → Transactions → Settings for 'eads → Define 'ead Origins *$ The ollo=ing ne= lea" origins nee" to ,e "e ine"@

Origin G6# G6* G6G6/ G6) G6. G60 G64 G65 G#6

(e"cri$tion Siteal%2in 8ro%er e, E9istingClient In,oun"CallIn?uir1 A"vertisement
Re"< Some ne= lea" srcins have ,een "eine" in a""ition$

Maintaining Organizational (ata Pro)ile !"e The purpose o this activit1 is to create a ne= organi&ation "etermination proile that allo=s 1ou to "etermine the responsi,le organi&ational unit ,1 means o the assignment o the respective s1stem user =hich creates a ,usiness transaction in the organi&ational mo"el$

PrereA&i"ite" The organi&ational mo"el has ,een create" an" all persons creating ,usiness transactions in the CRM s1stem are assigne" to an organi&ational unit 2 either as user or as ,usiness partners =ith an assigne" user$

Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action c ode S0P CRM M en&

CRMCORPRO7 →

→

Custo%er Relations/ip Manage%ent Master Data → Organizational Data Organizational Manage%ent Deter%ination → C/ange Rules and Profiles → Maintain Organizational Data Profile

Page )# o .)

*$ In or"er to create the ne= organi&ational "ata "etermination proile ==========& perorm the ollo=ing steps@ -$ Choose e3 Entries an" enter the ollo=ing values@ 7ield

Entry

Proile

G6666666666) Org$ +ata Proile or Or"er ':ea"er(

Scenario

Sales

Deter%ination Rules Organi&ational Mo"el +etermin$Rule

#6666#5/ '7ser org unit(

Responsi,ilities +etermin$ Rule

;empt13

MandatorSales Organi&ation +istri,ution Channel Sales Oice /$ Choose Sa,e an" select a customi&ing re?uest i re?uire"$

Re"< A ne= organi&ational "ata "etermination proile has ,een create" rea"1 to ,e assigne" to one or more CRM ,usiness transactions$

(e)ining ,ran"action ,y$e )or 6ead !"e The purpose o this activit1 is to re"uce an" a"apt the re?uire" transaction t1pe or lea"s$


SPRO


Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Define Transaction T-pes

*$ Select transaction t1pe 'E+D an" choose Cop- +s..$ -$ On the Definition of Transaction T-pesscreen ma%e the ollo=ing entries 'or all other iel"s the "eault values can ,e ta%en(@ 7ield nae


Transaction T1pe

GLE+

0eneral +escription

Pha"nis Lea"s

Profiles Partner +eterm$Proc$ G66666#. Org$ +ata Pro$ G6666666666) /$ Save 1our entries$

Page )* o .)

Re"< A ne= transaction t1pe or lea"s has ,een "eine"$

Selecting Relevant 6ead ,ran"action ,y$e" !"e In this process 1ou "eselect those transaction t1pes or lea"s that 1ou "on ’t =ant to use$

Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code S0P CRM M en&

SPRO Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Define Transaction T-pes

*$ Set the ol lo=ing transaction t1pes to ina ctive@ ,ran". ,y$e L+CP L+PO LEA+

(e"cri$tion PartnerLea" ChannelLea" Lea"

nactive Inactive Inactive Inactive


Re"<

Several stan"ar" transaction t1pes or lea"s have ,een set to inactive$

(e)ining ?&*er Range )or 6ead" !"e +eine a ne= num,er range or lea"s that are create" in the CRM s1stem$

Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action c ode

CRMC?RR06E0(S

S0P en&CRM M

Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Define u%ber Ranges

*$ In the C/oose +cti,it- "ialog ,o9 choose u%ber Range for 'eads an" choose Continue$ -$ To create ne= num,er ranges or lea"s on the u%ber range lead CRM screen choose C/ange inter,als$ /$ Choose nsert inter,al S/ift8516$ )$ In the nsert nter,al "ialog ,o9 enter e$g$ the ollo=ing "ata an" choose nsert@ 7ieldnae

:al&e

No

6*

666)66666#

Tonum,er Currentnum,er

666)555555 6

E9t

;empt13

Page )- o .)

.$ Save 1our entries$ 0$ Conirm the inormation message$

Re"< A ne= num,er range or lea"s that are create" in the CRM s1stem has ,een create"$

0""igning ?ew ?&*er Range !"e Bou can assign the ne= num,er range to the ne= lea" transaction t1pe$


SPRO Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Define Transaction T-pes

*$ Select the ne= transaction t1pe +'D an" choose Details$ -$ In the Transaction u%bering screen area 1ou can replace the assigne" num,er range =ith the ne= one 'using the input help(@ 7ieldnae

:al&e

Transaction u%bering Int$No$RangeNo

6*

/$ Save 1our entries an" choose a customi&ing re?uest i re?uire"$

Re"< The ne= num,er range has ,een assigne" to the ne= lea" transaction t1pe$

(e)ining te Category (eterination !"e In this process 1ou can "eine per ,usiness transaction categor1 an" item categor1 group =hich item categories the s1stem "eaults or processing ,usiness transactions$ At the same time 1ou can "eine =hich item categories can alternativel1 ,e entere" manuall1 or s1stem "eault$ There are a ma9imum o three alternative item categories possi,le$


SPRO Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Define te% CategorDeter%ination

*$ Enter the ollo=ing values an" press Enter$ 7ieldnae

:al&e

Transaction T1p

GLE+

Page )/ o .)

7ieldnae

:al&e

Item Cat$ !roup

GORM

ItemCategor1

GEA+


Re"< Bou have a""e" 1our o=n transaction t1pe to the Item Categor1 +etermination$

(e)ining G&e"tionnaire" !"e The lea" ?ualiication process can ,e supporte" ,1 using pre2"eine" ?uestionnaires$ The ?uestionnaire in the lea" is ,ase" on the surve1$

Proced&re #$ Navigate in the navigation area to mar%eting an" select Surve1s@ S0P CRM M en&

Custo%er Relations/ip Manage%ent →

→

→

Transactions Settings for 'eads uestionnaire for leads→Define uestionnaire for leads #$ Enter the ollo=ing "ata@

7ield?ae

:al&e"

Survey Detail I+

P:LEA+>7ESTIONNAIRE

Application

Lea"s

*$ Choose Sa,e$

(e)ining yo&r individ&al A&e"tionnaireH #$ Clic% Ne=$ a$ Enter an I+ an" choose Application to create a ne= ?uestionnaire$ ,$ Enter a "escription or th e ne= ?uestionnaire$ c$ I 1ou have alrea"1 assigne" a surve1 to the component 1ou can choose C/ange to maintain it$ "$ I 1ou are cop1ing an e9isting surve1 rom another application select the surve1 choose Cop- assign 1our ne=l1 create" surve1 to application 'eads an" rename the surve1$ *$ Bou can choose E"it to Maintain Sur,e- +ttributes$

The s1stem opens the maintenance area in =hich 1ou can maintain the ?uestions =hich are as ollo=s@ (ate o) %irth (ate o) 0nniver"ary Occ&$ation %&dget ntere"ted in So&rce

Page )) o .)

S&gge"tion" i) any

0""igning G&ali)ication 6evel" to G&e"tionnaire" !"e The ?ualiication level is "erive" rom the percentage rate that is calculate" rom the ans=ers o the ?uestionnaire$


SPRO Custo%er Relations/ip Manage%ent → Transactions → Settings for 'eads → uestionnaires for 'eads → +ssign ualification 'e,els to uestionnaires

*$ Choose e3 Entries select ?uestionnaire 'PROSPECTIE C7STOMER( using the input help an" press Enter$ -$ :ighlight the ?uestionnaire an" "ou,le2clic% on vie= ualification 'e,el$ /$ Choose e3 Entries an" "eine the ollo=ing ?ualiication levels@ G&ali)ication 6evel

Mini& $ercentage

Col"

60

arm :ot

5* 5)

)$ Save 1our entries an" select a customi&ing re?uest i necessar1$

Re"< >ualiication levels an" the percentage rates ,elonging to them have ,een "eine" an" assigne" to a ?uestionnaire$

(e)ining (eterination )or G&e"tionnaire" Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action code S0P CRM M en&

SPRO Custo%er Relations/ip Manage%ent → Transactions → Settings for 'eads → uestionnaires for 'eads → Define Deter%ination for uestionnaires

*$ Choose e3 Entries enter the ollo=ing values 'an" %eep the other columns empt1(@

7ield nae


+eterm$

G66666666#

Trans$T1pe

GLE+

>uestionnaire I+

P: LEA+ >7ESTIONNAIRE

Activ -$ Save 1our entries an" select a customi&ing re?uest i necessar1$ /$ Choose (ac$$

Page ). o .)

Re"< A ne= "etermination or ?uestionnaires has ,een "eine"$

(e)ining Co$y Control )ro 6ead to O$$ort&nity !"e In this activit1 1ou "eine the cop1ing control or transaction t1pe G'ED to GOPT$

Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action c ode SPRO S0P CRM M en& Custo%er Relations/ip Manage%ent → Transactions → (asic Settings → Cop-ing Control for (usiness Transactions → Define Cop-ing Control for Transaction T-pes *$ Select the e9isting cop1ing control entr1 rom LEA+ 'source transaction t1pe( to OPPT 'target transaction t1pe( an" choose Cop- +s…$ -$ On the C/ange Hie3 Cop- Transaction T-pesscreen ma%e the ollo=ing entries@ 7ield nae


Sourcetrans$ Tgt Trans$ T1pe

GLE+ GOPT

/$ Choose Enter$ )$ Save 1our entries$

5 Con)ig&ration "etting" )or %a"ic Sale" P&r$o"e This coniguration gui"e provi"es the inormation 1ou nee" to set up the ,asic sales scenario in CRM$

Maintaining Organizational (ata Pro)ile !"e The purpose o this activit1 is to create a ne= organi&ation "etermination proile that allo=s 1ou to "etermine the responsi,le organi&ational unit ,1 means o the assignment o the respective s1stem user =hich creates a ,usiness transaction in the organi&ational mo"el$

PrereA&i"ite" The organi&ational mo"el has ,een create" an" all persons creating ,usiness transactions in the CRM s1stem are assigne" to an organi&ational unit 2 either as user or as ,usiness partners =ith an assigne" user$

Proced&re Access the activit1 using one o the ollo=ing navigation options@ ,ran"action code

CRMCORPRO7

Page )0 o .)


Custo%er Relations/ip Manage%ent → Master Data → Organizational Manage%ent → Organizational Data Deter%ination → C/ange Rules and Profiles → Maintain Organizational Data Profile

#$ To create the ne= organi&ational "ata "etermination proile G ==========1 perorm the ollo=ing steps@ *$ Choose e3 Entries an" enter the ollo=ing values@

7ield

Entry

Proile'irstiel"( Scenario

G6666666666) SALESales

Deter%ination Rules Organi&ational Mo"el +etermin$ Rule

#6666#5/ '7ser org unit(

Responsi,ilities rule MandatorSales Organi&ation +istri,ution Channel Sales Oice

-$ Choose Sa,e an" select a customi&ing re?uest i re?uire"$

Re"< A ne= organi&ational "ata "etermination proile has ,een create" an" is rea"1 to ,e assigne" to one or more CRM ,usiness transactions$

 Con)ig&ration "et ting" )or 0ctivity Manageent P&r$o"e This Coniguration !ui"e provi"es the inormation 1ou nee" to set up the coniguration o activit1 management$

Setting" )or %a"ic 7&nction" )or 0ctivity Manageent (e)ining Partner (eterination In this section 1ou "o the settings or partner processing$ Bou shoul" carr1 out the ollo=ing@ #$ +eine partner unctions *$ +eine access se?uences -$ +eine partner "etermination proce"ures in =hich 1ou speci1 an access se?uence /$ Assign the partner "etermination proce"ures to the re?uire" ,usiness transaction t1pes$

Page )4 o .)

(e)ining Partner 7&nction" !"e In this activit1 1ou "eine partner unctions ,1 entering short "escriptions 'such as p/ar%acist or stoc$ options anal-st( assigning them to partner unction categories an" entering usages such as Customer Relationship Management$ The "escriptions 1ou enter here are "ispla1e" in the transactions that inclu"e these partner unctions$


SPRO Custo%er Relations/ip Manage%ent → (asic 5unctions → Partner Processing → Define Partner 5unctions

*$ Select partner unction ======1& Contact Person an" set the (loc$ in"icator$ -$ Create
(e"cri$tion

G66666#/

SalesE mplo1ee

G66666#)

8ac% Oice Sales Person

G66666#.

Po=er o Attorne1

G66666#0

Alternate Contact Person

G66666#4

Create" 81

G66666#5

(e)ining Partner (eterination Proced&re !"e The purpose o this activit1 is to "eine a partner "etermination B666666* proce"ure =ith calen"ar entr1 an" partner "etermination proce"ure B666666/ =ith no calen"ar entr1$


SPRO Custo%er Relations/ip Manage%ent → (asic 5unctions → Partner Processing → Define Partner Deter%ination Procedure

*$ Select Proce"ure 6666666* 8usiness Activities an" cop1 as …$an" assign the partner unctions as sho=n in ta,le ,elo=$

Page )5 o .)

Proced&re

Partner7&nction

G66666#.

666666#) 666666*# 666666*/ G66666#/ G66666#5

G66666#4

6666666# 666666#/ 666666#) 666666*# G66666#5

G66666**

6666666# 666666#* 666666#/ 666666#) 666666*# G66666#/ G66666#4 G66666#5

In section +ssigning Profiles and Procedures to Transaction T-pes the Partner +etermination Proce"ure is assigne" to the relevant transaction t1pes$

(e)ining ,ran"action ,y$e" !"e A transaction t1pe controls the processing o a speciic ,usiness transaction$ It "eines the properties an" characteristics 'or e9ample sales or"er service re?uest sales call( an" "eines urther on the control attri,utes 'or e9ample te9t "etermination proce"ure partner "etermination proce"ure status proile organi&ational "ata proile($ A transaction t1pe is assigne" to one or several ,usiness transaction categories$ This categor1 "etermines the ,usiness conte9t in =hich the transaction t1pe can ,e use" 'or e9ample service sales activit1($ One ,usiness transaction categor1 must ,e "eine" as the lea"ing categor1$ This one is not relate" hierarchicall1 to other transaction categories ,ut represents a preerence$ A sales transaction =ith ,usiness activit1 "ata =oul" or e9ample ,e more li%el1 to have sales as lea"ing ,usiness transaction categor1 than business acti,it-$ +epen"ing on the lea"ing ,usiness transaction categor1 onl1 speciic com,inations are possi,le =ith urther ,usiness transaction categories$ The purpose o this activit1 is to re"uce an" a"apt the re?uire" transaction t1pes$


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,ran"action code

SPRO


Custo%er Relations/ip Manage%ent →Transactions → (asic Settings → Define Transaction T-pes

*$ Cop1 the ollo=ing transaction t1pes to the ne= transaction t1pes =ith the ollo=ing "escription$ ,ran"action ,y$e

(e"cri$tion

G66)

PhOutgoingMail

GALP

Allotment Process

GCMN

Complaint  Maintenance

GEP

E9tra=or% Process

G

G
Ater Sales Process

GLE+

Pha"nisLea"s

GLNO

LoanNOC

GOPT

Pha"nis Opportunit1

-$ Choose Sa,e$

0ction" !"e Actions in CRM use the Post Processing
(e)ining 0ction Pro)ile" and 0ction" !"e The purpose o this activit1 is to create an action proile an" templates or actions$ hen creating an action proile note or =hich ,usiness transaction t1pe 1ou can use this action proile$ Bou must assign the relevant ,usiness o,ject t1pe to the action proile$ The assignment o the ,usiness o,ject t1pe ma%es sure that the attri,utes or the relevant ,usiness transaction t1pe can ,e use" or "eining an" processing the con"itions$ Onl1 one ,usiness o,ject can ,e assigne" or each action proile$ All ma9imum allo=e" actions are "eine" or a transaction t1pe$

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In this activit1 1ou create an action proile an" templates or actions$ Bou can "eine the action templates more closel1 in the ollo=ing step Defining Conditions$

Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action code S0P CRM M en&

CRMC0C,O?(E7 Custo%er Relations/ip Manage%ent → (asic 5unctions → +ctions → +ctions in Transaction → →

C/ange +ctions and Conditions Profiles and +ctions

Define +ction

*$ Cop1 the action proile ACTIITB =ith the "escription +cti,ities to create ollo=ing action proile -$ 0ction Pro)ile GACTIONALLOT GACTIONOPPT GA!REEMENT GLEA+ACTPRO
/$ Choose Sa,e$

(e)ining Condition" !"e In this step 1ou process the action templates 1ou have create" in the activit1 Defining +ction Profiles and +ctions$

Proced&re #$ Access the activit1 using one o the ollo=ing navigation options@ ,ran"action code S0P CRM M en&

CRMC0C,O?CO?7 Custo%er Relations/ip Manage%ent →

→

(asic

→

→

5unctions +ctions +ctions in Transaction C/ange +ctions and Conditions → Define Conditions *$ +ou,le2clic% the action template un"er Sc/eduling of +ctions$ -$ Choose Create rom the tool,ar on the right2han" si"e an" then choose the action "einition$ /$ !o to the Processing Details ta,$ )$ +eselect Default Settings fro% +ction Definition$ .$ Maintain the settings as nee"e"$ 0$
0ctionte$late # GALLOT
0ctionde)inition Allotmentorm

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* GACTIONOPPT

to set status ,loc%e" in Pro"uct Master 2 ERP

-G ACTIONOPPT

Inventor1Status

/ GACTIONOPPT ) GLEA+ACTPRO
>uotationormprint Sen" mail 2 Than% 1ou mail

. GLEA+ACTPRO
Previe= MailLea" Mail

0""igning Organizational (ata Pro)ile to ,ran"action ,y$e" Proced&re #$ Access the activit1 using the ollo=ing navigation options@ ,ran"action code

SPRO



*$ Assign the Org$ +ata Proile to the ollo=ing transaction t1pes@

,ran".,y$e

Org(ataPro)ile

G66)

66666666666*

GALP

66666666666#

GCMN

66666666666#

GEP

66666666666#

G
66666666666)

G
66666666666#

GLE+ GLNO

G6666666666) 66666666666#

GOPT

G6666666666)

0""igning Partner (eterination Proced&re to ,ran"action ,y$e" !"e Assign the Partner +etermination Proce"ure to the ollo=ing transaction t1pes$


SPRO


Custo%er Relations/ip Manage%ent →Transactions → (asic Settings → Define

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Transaction T-pes

,ran". ,y$e

Partner Deter%ination Procedure

G66)

=======2

GALP

=====22

GCMN

=====22

GEP

=====22

G
=====22

G
=======2

GLE+

=====1*

GLNO

=====22

GOPT

=====1:

0""igning 0ction Pro)ile to ,ran"action ,y$e" Proced&re #$ Access the activit1 using the ollo=ing navigation options@

,ran"action code

SPRO



,ran". ,y$e

Partner Deter%ination Procedure

GALP

+CTOA+''OT

GCMN

+0REEMET

G
+CTHT

GLE+ GOPT

'E+D+CTPRO5'E +CTOAOPPT

*$ Save the settings

0""igning ,et (eterination Proced&re to ,ran"action ,y$e" !"e Bou can assign Te9t +etermination Proce"ures to Transaction T1pes$

Proced&re #$ Access the transaction t1pe using the ollo=ing navigation options@

, ran"CRM actioM n coden& e S0P

S PRO Custo%er Relations/ip Manage%ent →Transactions → 8asic Settings → Define Transaction T-pes

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*$ Assignment as ollo=s@

,ran". ,y$e

Te9t Deter%ination Procedure

G66)

+CT====#

GALP

+''PROC

GCMN

CMP===1

GEP

EIB===1 5P====1

G
+CT====1

GLE+

'E+D==1

GLNO

'OC==1

GOPT

OPSM==1

-$ Save the entries

 Con)ig&ration "etting" )or CR M O$$ort&nity Manageent (e)ining ,ran"action ,y$e )or O$$ort&nity !"e In this process 1ou "eine transaction t1pes$ The ,usiness transaction t1pe "eines the characteristics or the opportunit1 an" "eines the control attri,utes 'or e9ample te9t schema partner schema status schema organi&ational "ata proile($

Proced&re #$ Access the activit1 using the ollo=ing navigation options@ SPRO ,ran"action Code S0P CRM M Men&

Customer Relationship Management → Transactions → 8asic Settings → +eine Transaction T1pes

*$ Select Trans$T1pe OPSM an" choose Cop1 As … '<.($ -$ Enter a ne= name or the Trans$T1pe 'GOPT($ Enter a uni?ue "escription or 1our Transaction T1pe 'Pha"nis Opportunit1($ /$ Save the entries

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202313473-SAP-CRM-Configuration-Guide.doc

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